Day 4 Flashcards
1
Q
What does ADM stand for?
A
Account development manager
2
Q
What does ADSL stand for?
A
Asymmetric Digital Subscriber Line
3
Q
What does BB stand for?
A
Broadband
4
Q
What does CB stand for?
A
Call back
5
Q
What does CLI stand for?
A
Caller Line Identification
6
Q
What does CP stand for?
A
Carrier provider
7
Q
What does CPE stand for?
A
Customer premises equipment
8
Q
What is CPS?
A
Carrier pre select
9
Q
What is DDI?
A
DDI - Direct Dial In(ward) (Specific extension in phone system)
10
Q
What is DGA?
A
Technicolour router model
11
Q
What is DHCP?
A
Dynamic Host Configuration Protocol (URL to IP translation)
12
Q
DL
A
Download
13
Q
What is DP?
A
Distribution point
14
Q
What is DPA?
A
Data protection act (security checks)
15
Q
What is DSL?
A
Digital subscriber line (digital telephone line)
16
Q
What is DWA?
A
Technicolour router model
17
Q
What is EOTM?
A
Employee of the month
18
Q
What is ERT?
A
Estimated response time
19
Q
What is EU?
A
End user
20
Q
What is FDC?
A
Fulfilment distribution centre
21
Q
What is FLF?
A
Fixed line faults
22
Q
What is FLF?
A
Fixed line fault
23
Q
What is FOC?
A
Free of charge
24
Q
What is FTTC/P?
A
Fibre to the cabinet and to the premise
25
What is GC?
Group chat
26
What is GP?
Money?
27
What is GT?
Glamorgan telecomms
28
What is HG?
Hunt group
29
What is IVR?
Interactive voice response
30
What is KBD?
Knowledge based diagnosis
31
What is an ISDN?
Integrated service digital network (digital transmission over PSTN line)
32
What is LL?
Landline
33
What is LLU?
Local Loop Unbundling
34
What is MBN?
Main billing/ business number
35
MBORC?
Matters beyond our reasonable control
36
MDF?
Main distribution frame
37
What is MF?
Micro filter
38
What is MSO?
Major shortage outage
39
What is NDT?
No dial tone
40
What is NFA?
No further action
41
What is NFF?
No fault found
42
What is NGA?
Next generation access
43
What is NTE?
Network termination equipment
44
What is NVM?
New voice media (vonags)
45
What is OP?
OnePortal
46
What is OWA?
One way audio
47
What is PBX?
Private branch exchange
48
What is PCI?
Payment card industry (data security compliance)
49
PCP?
Primary connection point
50
PDQ?
Process data quickly (card machine)
51
PM?
Planned maintenance
52
PONR?
Point of no return
53
PPP?
Point to point protocol
54
What is a PSTN?
A public switched telephone network (analog telephone line)
55
What is RBD?
Required by date
56
What is RJ11?
Same as DSL
57
What is RJ45?
Ethernet cable
58
What is RMA?
Return merchandise authorisation
59
What is RWT?
Right when tests
60
What is SI?
Strategic imperatives (VF WLR portal)
61
What is SLA?
Service level agreement
62
What is SNR?
Signal to voice ratio
63
What is TCD?
Temporary call divert
64
What is TOU?
Transfer of user
65
What is TR?
Traceroute
66
What is TR?
Trouble report
67
What is TRC?
Time related charges
68
What is TTB?
Talk talk business
69
What is VDSL?
Very high speed digital subscriber line (faster than ADSL)
70
What is VF?
Vodafone
71
What is VM?
Voicemail
72
What is VPS?
Vodafone partner services
73
What is W52P?
Yealink phone
74
What is WLR?
Wholesale line rental (various phone line portals)
75
What is a Yaylink?
Cloud phone used for horizon
76
What type of tests are there for a PSTN line?
No dial tone test
77
If there is a problem with the PSTN line what is essential to still do?
Run onsite checks with customer to double check the fault isn’t due to premise issues. Could be a false flag.
78
What two routers does Onecom supply?
White router = Draytek
| Black router = Technicolour
79
What can you ask the customer to identify the type of router?
Colour of router
| Name or serial number
80
When calling or emailing back a customer what is best to ask?
The best number and email to call them on.
81
What DPA checks are there?
Full name
Mobile number
Password
82
What does DOA mean?
Dead on arrival
83
What does FLT indicate is at fault?
Broadband
84
On the technicolour router what is the red socket used for?
ONT cable for FTTP from the master socket to the router
85
On the technicolour router what is the grey socket used for?
ADSL and FTTC from the master socket to the router
86
What’s the quickest route to fixing an issue with regards to there not being a new master socket installed?
Raise a fault
87
If the customer has multiple master sockets and you don’t know which one is for Onecom what can the customer do to identify this?
Plug in the phone into the master socket and dial 17070 which will read back the CLI number. If the CLI number is what’s on the account then it’s the correct one. If it says service unavailable then it is not the correct one.
88
What is does CLI mean?
Customer line identification = customer telephone number
89
What can the customer dial to identify the CLI for the master socket?
17070
90
What is a DSL cable?
It is the grey cable that connects the router to the master socket or micro filter for broadband.
91
What does the orange light on the technicolour router mean?
Downloading credentials for broadband.
92
What is the grey port on the technicolour router called?
DSL port
93
What types of DSL are there?
ADSL, ADSL2+
94
What is the customer looking for on the master socket?
Square port to test either internet or phone line.
95
What can an engineer do with master sockets that are already present on the customer premise?
Take over one of the master sockets or instal a new one.
96
If the customer needs internet in the interim what can be offered?
Send out a mobile router but will have to speak with the account manager to send it out.
97
Do fixed line faults team deal with Huawei routers?
No because it is a mobile router
98
What test can you do at the master socket if the phone line or internet is not working well?
Take off the front plate by unscrewing the two screws either side, plug in the grey DSL cable into the test socket and reassess. If fixed can leave as is.
99
If removing the front plate and inserting the DSL cable into the test socket fixes the problem but the customer has a separate phone line by an extension somewhere else in the premise what can this cause and what is the fix?
It can cause the phone line to not work and the customer will have to get a new front plate can order online for £10 and fix it themselves or an electrician or can book a call out for open reach which will charge £100.
100
What is the demarcation point for open reach?
From the exchange up to the master socket.
101
To install the new master socket front plate what will the customer need for the wiring?
A puncher
102
Why do you need a microfilter?
To be able to connect broadband and telephone to the PSTN line.
103
What are the DPA questions?
Full name
DOB
Full Address
Password on account (suggest the hint if not known)
104
How can you identify the router the customer is using?
Ask the colour, brand and/or serial number.
105
On the draytek router how possibly can it be turned off?
There’s a button at the back which can be knocked which turns it on or off.
106
Can a draytek router be remotely switched on from our side?
Yes
107
If the customer has called in and the Wi-Fi has been switched off by accident and we have remotely switched it back on what needs to be done with that ticket?
We have to log it as a Wi-Fi fault
108
What is DSL up time?
Length of time the router server has been connected to router if connected.
109
What is router up time?
How long the router has been powered on.
110
What does it mean to ping a router?
You ping an IP address registered to the router which tells you if the router is running or not.
111
What does the SME portal check?
Line faults
112
What SME tests are there?
No dial tone test
| Noisy test
113
If a line fault is detected what do you have to do regardless to ensure customer doesn’t incur charges for a potential false flag?
On-site checks
