KBs
For USDA sites, who is the only contact we can speak to?
Inspector
Customer disconnected POTS/DSL. • Disconnect FSO completed. • Line Errors that cannot be resolved. • Circuit Slammed. • NAP is unable to locate the account. NAP determined that DSL is TNF or Best Effort. • Loop length , Unacceptable ETR, NAP or NE confirmed overutilization on the line, External antenna installation (PSR) failed. Speed upgrade request
What are the differences in case closure/signoff instructions for VSAT and EDDI sites for USPS?
VSAT - Contact the site, any postal worker can confirm services
EDDI - Leave case in Pending Customer Confirmation
At least how many pings do we need to run on an intermittent site?
50
Name 5 current LE agents at our call center?
Ashik Rahman, Raymond Padilla, Joshua Gomez, Dave Guerrero, Cole Brant, Lawrence Baginski, Karl Khun, Randolph Miguel, Geniah Joelle-Whittley
What Support Tier does The Vitamin Shoppe
3
What does ESCEM stand for?
Enterprise Support Center Escalation Management
When closing the parent case, what number range of Resolution Codes do we use?
8000's
How do we know if a site has packet loss?
Missing pings or on PDR graph
How tall is Andrew?
IDK ask him
True of False: We can contact Buckeye Pipeline for troubleshooting if the site is down
False - Fill out the template and leave in Pending Customer Input
True or False: ESCNE Consult can help with configuration issues and discuss additional troubleshooting steps
True
A PAM alert comes on a site with a Cradlepoint and HR4700 router. The site recovers on its own. What do we select as the asset when closing the case?
General
What command would we run to see if a modem is connected to the router?
System Arp
Where are the other two call centers that have LE departments?
Monterey Mexico and Fort Lauderdale FL
True of False: NPK is a Premium support customer
Fasle, Platinum
If a Kohls TV is displaying "No content found" what team can we call/escalate to?
Digitial Media Support (DMS)
If there was a NAP outage that resolved, what asset do we select? NAP Modem, NAP Service, or General?
NAP Service (DSL, Cable, etc)
What is a failover test?
Disconnecting one transport to test that the router will switch to the other transport
What is a HOT 30?
Any interaction (call or case) that goes longer 30 or longer needs to be reported in Spark to a TL
What does AWMS stand for?
Airwave Wireless Management System
If a POS technician is on site troubleshooting and needs configuration details, who can we call/escalate to?
Field Service Support (FSS)
Name 3 case sub-templates in FLT
Confirmatic, Input, Monitoring, NAP, WWTS, Weather, Vendor Meet, Signoff
A Gas Station Manager reports that card transactions are working at one register, but not another register. Would we contact NE or refer the customer to their POS Vendor?
Refer the customer to their POS Vendor
Send me an email with a funny meme
michael.cunningham@arcsmartsolutions.com
Best meme gets a cookie