Which screen do we confirm the customer's network on?
The Contracts Screen.
100
What are the two functions of Wireline for a tier one agent?
1. To check the status of a current work order.
2. To check the service offerings and capabilities at a given address or attached to a given ASID.
100
Chorus Gateway OFM is the fault logging tool for which networks?
WSA, SLUBA, BBCu, UFB
100
SSP is used to escalate faults for which network?
UCLL
200
DM
Demarcation Point
200
What do we make when any troubleshooting is done on a call?
A CITS (Incident Ticket)
200
What is the name and number of the queue we transfer to if a Wireline order has gone overdue without completing?
Connect 774
200
What networks would Chorus Gateway eSPM be used for testing?
WSA and SLUBA
200
What is the Universal Service ID?
The customer's llu ASID.
300
eSPM
Enhanced Service Performance Management
300
In BillPlus how do we view log in history, speed test results and usage history?
Using Radius Logs
300
What is the full name of the service that lets you view and update current orders?
Online Ordering and Tracking
300
When logging a fault in Gateway OFM; what are the 3 situations that we do not request a truck roll?
Frequent Disconnections, no PPP, and Medical Escalation
300
What is the Circuit ID?
The customer's POTS number.
400
PABX
Private Automatic Branch Exchange
400
Which networks can be tested inside of BillPlus?
ALL OF THEM! (Radius Logs & ACS)
UCLL, BBCu, & SLUBA (Lines/Logins --> UCLL diagnostics)
400
For what type of fault do we check Wireline first and why?
FSI - confirm completed, new line connection at correct address
400
What do you enter as the service provider reference number in a Gateway OFM fault ticket?
The CITS ticket number followed by SS for Slingshot.
400
What is the difference between the End Customer Experience and the Problem description fields?
For all practical purposes, nothing.
500
PABX
What is a Private Automatic Branch Exchange?
500
Before you can test a POTS line in BillPlus, what status does the port have to be in?
Allocated.
500
What number that we find in Wireline do we not share with customers?
Why not?
Download Rate Range (download speeds)
This number is a historically estimated average based on distance from the exchange and not actual line distance.
500
When logging a fault in Gateway OFM what are the 6 different Service Types we log faults against?