A customer calls in and is having an issue making and receiving calls. The MDN is (866) 785-7445. What network is he on?
Net1
100
Which does NOT route through the GreatCall SMS Portal?
a. Phonebook Update
b. AHA Health Tips
c. Voicemail MWI
Voicemail MWI
100
Which troubleshooting step is valid when a failure at OTASP is identified during the activation of a Lively Mobile?
a. Device Communication Log
b. Verify MEID
c. Communication Test
Verify MEID
100
[TRUE/FALSE] GPS/Location Services must be enabled on the Jitterbug Touch3 or Smart for GreatCall Link to function properly.
TRUE
100
Which rate plan does NOT allow for GreatCall Link functionality?
a. Basic H&S Package
b. Preferred H&S Package
c. Ultimate H&S Package
Basic H&S Package
200
For a NET1 switch query, what does MS Status “inactive” mean?
The phone is not currently registered on the network
200
[TRUE/FALSE] If mGage is experiencing an outage, a customer will still receive text messages.
TRUE
200
After OTASP, what type of connection does the Lively Mobile use to complete activation?
Data connection
200
This is the invisible barrier that is placed around each location listed in the 5Star Subscriber’s Personal Profile.
Geofence
200
During an outbound call, transmission of the IMEI/MIN accomplishes this.
Authentication
300
This is NOT present in a NET2 switch query.
a. Feature Code
b. MS Status
c. Status Code
d. MEID
MS Status
300
What happens if a phone does NOT acknowledge an SMS Command?
The VZW SMSC will continue to attempt to send
300
What is the first step in activation for a Jitterbug Flip?
SIMOTA
300
How often does the GreatCall Link server request battery status from an enabled device?
1 Hour
300
What should be done if a customer is still unable to send text messages, and all other resolution steps have failed?
Discuss replacement options
400
[TRUE/FALSE] A NET1 customer can OTASP.
FALSE
400
The SMSC requests this from the HLR/VLR in order to send an SMS command to a handset/device.
MS Status and last known location
400
What should a TSR do to a new customer who is repeatedly experiencing an Error Code 5 and their MDN was not ported in?
Process MDN change and reattempt activation.
400
[TRUE/FALSE] If a customer is reporting that they are getting "unknown" for battery and power status, the TSR must click on Enable Device Analytics in Hawkeye
FALSE
400
If a customer calls in stating that they never received their Wellness Call, a TSR can verify by checking the ___________.
Call Detail Log
500
For NET2, What does status code “Active” mean?
The LOS is active in the switch
500
If delivery is unsuccessful, how long does an SMS command remain in the network before it expires?
5 Days (120 hours)
500
What should a TSR do if the customer is repeatedly experiencing an Error Code 5 and their MDN was ported in?
Perform a Line to Line swap, complete the activation, then swap back to the original LOS.
500
Name all GreatCall handsets and devices that are compatible with GreatCall Link.
Jitterbug Touch3, Jitterbug Smart, Jitterbug Plus, Jitterbug 5, Jitterbug Flip, The 5Star, GreatCall Splash, Lively Mobile
500
What feature code must be present if a Net2 customer wants to be alerted if someone is calling while they are on a call?