Point Of Sales
If a Gilbarco or Verifone agent called over to us asking for a tunnel IP, how would I provide that?
Click on the router in location 360 and on the bottom line in the summary it will provide either a Gilbarco or Verifone NAT IP which is the tunnel IP
This case status initiates an e-mail to buckeye pipeline to act upon our request
Pending - customer input
We need to follow up with the NAP how many hours after dispatch and outages?
2 hours
Brand new cases can come through our ticketing system as? (two answers)
PAM alerts, Open Web cases
This celtic festival is the origins of Halloween
Samhain
If I want to physically troubleshoot POS equipment, what type of KB should I open?
Customer NE KB
Nulato, Alaska
If a NAP agent requires a password what should we provide them?
There's four answers, you get points if you can hit 3 of them.
DAILY DOUBLE
If we offer all 4 passwords and they still can't access the account, what should we do?
“5091”, “1234” and “0000” or "Hughes"
Start escalation - ask for supervisor
If we make a brand new case for an inbound call and we end up calling NE and transferring the customer, what must we do with our case?
Close the case
The origins of the Jack-o-lantern comes from this Irish Folk tale
Stingy Jack
This device runs POS for Verifone
Commander
For Qdoba locations there are only two scenarios that give us authorization to contact the Help Desk.... what are those two scenarios?
Site Hard Down
Primary Transport Down
If a NAP agent is unable to pull up a customer account with a NAP key what other pieces of information can we offer them to hopefully access the account? There are 4 options but just looking for 3
Business name and address
Previous NAP ticket number
MAC address of modem
Tracking/order number from install FSO
If a device is down and we are needing T1 performed but are unable to contact the customer, what status should we place our case in and what sub template should we use?
Pending Customer Input
Customer Input
What is the origins of Trick or treating?
This Device(s) runs the POS for Gilbarco
Passport Server, Passport Client
If a customer KB doesn't have detailed instructions for case closure what KB can we defer to?
ESC: Interaction Handling - general case closure section
When a NAP offers us line stats for wireline or signal levels for wireless where in our note template can we check on the quality of those stat lines or signal levels?
Circuit Health Verifier
1664523 - PAM - Primary transport down - agent performed T1 with site and contacted the NAP and confirmed outage
1665389 - PAM - Primary transport down - agent called site for T1 but was unable to contact and pushed case for follow up pending customer input
Which case would we close and why?
1665389 - Duplicate as it is for the same issue and less work was accomplished on that ticket
Ancient celtic traditions attributed black cats to witchcraft and demons because?
black cats became linked to the mythical Cat Sìth, a fairy cat associated with magic and spirits
Gilbarco and Verifone are our two primary POS teams we work with. What is the third less used POS team?
Anthem
What is the tool in our note template called that allows us to pull up customers via a SAN to inform us who the customer actually is and provides a link to the customer KB and customer NE KB if they have one?
Enterprise Account Identifier
For wireline NAPS we have a NAP key
For Wireless NAPS we have a 10 digit wireless phone number which is also called?
MDN
According to the ESC: Interaction Handling KB if a case has been in a Pending - Customer Confirmation status for over 48 hours and there are no droppages confirmed by our graphs/tools what are we obligated to do unless the customer KB states otherwise?
Close the case
This was the original name for candy corn
Chicken Feed