HNS TEMPLATE
If our Time stamps were to be showing up in our template with Moutain Time, what drop down would we select to adjust it to EST?
Time Stamp Adjustment
If an ETR/ETA is beyond 48 hours we must?
Escalate
What is the name of the KB that has a list of all enterprise customers?
Directory: Enterprise Customers
What is the name of the KB that has all wireline NAP's, their KB's if we have them and their contact numbers?
Directory: Network Access Provider
Name one scenario where we would transfer a call to the FSS Field Service Support Team?
When we have a AIM (Hughes) Tech calling in for assitance beyond Sign Off.
When we are unable to provide sign off as the issue is not resolved.
In our HNS template we would fill out the status sub template based on?
the status we would be leaving or pushing the case as
What 3 pieces of information can we provide any NAP for them to locate an account?
NAP KEY
Address
Prior NAP ticket
If we need to have Buckeye Pipeline perform an action how would we contact them?
place a case in pending customer input
If a NAP escalation has gone through all levels, what steps would we take to escalate it further?
After a NAP escalation has gone through all levels/tiers of support we consider the escalation completed and best effort
Name one situation we would NOT be able to use an Invalid Followup / Follow Up Correction?
If the case has not been touched for 24 hours
If the case came back due to a Customer Comment
Case is Pending HNS Truck Roll ( this has its own template)
If I wanted to determine the quality of the signal levels for wireless cellular cradlepoints I would grab the signals from NCM and then put them into which drop down in our notes template to verify the quality?
Circuit Health Verifier
This customer allows us to contact their transports managed by GTT with their LOA
Church's chicken
USPS has a specific account that they post cases to for other locations. The account is located in Alaska. What is the city name?
Nulato
What is the name of the KB that has all the relevant information for contacting wireless NAP's?
Dashboard: Wireless Cellular Service
When do we need a customers permission to dispatch?
For all HNS Truck Rolls.
If I created a NAP truck roll which sub template would have to be filled out from the template and placed in the NAP child case?
NAP
Ask for a supervisor
If a dispatch is pre-approved per customer KB what would we do before creating it?
Reach out for TL/SUP approval
What are three reasons a NAP circuit may be disconnected?
Non payment
Request
Circuit Slam
Who do we call for Port Bounces?
If a NAP modem was down and we know the Dispatch has been completed we would run our tools and verify the status of the site. If the device is up we would call the NAP again to verify what was done to resolve the site by their tech. After getting that information we would then call the POC or HD based on tier of support. If I was not able to get a hold of the customer/HD what two sub templates would I fill out?
NAP for the call over to them and then confirmation because we would be wanting to confirm with the customer/HD that the issues is resolved to their satisfaction
What should we ask for from a NAP agent before ending our interactions with them?
NAP ticket
If a customer KB does not have a configuration diagram, what other KB type may we be able to find it?
Customer NE KB
These two NAP case status' are not to be used
"Open NAP or ILEC dispatch"
How do we notify ESCNE/NE that a site needs an Overnight Force Reconcile (ONFR)?
Email out through the case.