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First line technical support > Day 4 > Flashcards

Day 4 Flashcards

1
Q

What does ADM stand for?

A

Account development manager

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2
Q

What does ADSL stand for?

A

Asymmetric Digital Subscriber Line

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3
Q

What does BB stand for?

A

Broadband

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4
Q

What does CB stand for?

A

Call back

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5
Q

What does CLI stand for?

A

Caller Line Identification

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6
Q

What does CP stand for?

A

Carrier provider

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7
Q

What does CPE stand for?

A

Customer premises equipment

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8
Q

What is CPS?

A

Carrier pre select

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9
Q

What is DDI?

A

DDI - Direct Dial In(ward) (Specific extension in phone system)

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10
Q

What is DGA?

A

Technicolour router model

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11
Q

What is DHCP?

A

Dynamic Host Configuration Protocol (URL to IP translation)

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12
Q

DL

A

Download

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13
Q

What is DP?

A

Distribution point

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14
Q

What is DPA?

A

Data protection act (security checks)

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15
Q

What is DSL?

A

Digital subscriber line (digital telephone line)

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16
Q

What is DWA?

A

Technicolour router model

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17
Q

What is EOTM?

A

Employee of the month

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18
Q

What is ERT?

A

Estimated response time

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19
Q

What is EU?

A

End user

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20
Q

What is FDC?

A

Fulfilment distribution centre

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21
Q

What is FLF?

A

Fixed line faults

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22
Q

What is FLF?

A

Fixed line fault

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23
Q

What is FOC?

A

Free of charge

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24
Q

What is FTTC/P?

A

Fibre to the cabinet and to the premise

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25
Q

What is GC?

A

Group chat

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26
Q

What is GP?

A

Money?

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27
Q

What is GT?

A

Glamorgan telecomms

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28
Q

What is HG?

A

Hunt group

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29
Q

What is IVR?

A

Interactive voice response

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30
Q

What is KBD?

A

Knowledge based diagnosis

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31
Q

What is an ISDN?

A

Integrated service digital network (digital transmission over PSTN line)

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32
Q

What is LL?

A

Landline

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33
Q

What is LLU?

A

Local Loop Unbundling

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34
Q

What is MBN?

A

Main billing/ business number

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35
Q

MBORC?

A

Matters beyond our reasonable control

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36
Q

MDF?

A

Main distribution frame

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37
Q

What is MF?

A

Micro filter

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38
Q

What is MSO?

A

Major shortage outage

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39
Q

What is NDT?

A

No dial tone

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40
Q

What is NFA?

A

No further action

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41
Q

What is NFF?

A

No fault found

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42
Q

What is NGA?

A

Next generation access

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43
Q

What is NTE?

A

Network termination equipment

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44
Q

What is NVM?

A

New voice media (vonags)

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45
Q

What is OP?

A

OnePortal

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46
Q

What is OWA?

A

One way audio

47
Q

What is PBX?

A

Private branch exchange

48
Q

What is PCI?

A

Payment card industry (data security compliance)

49
Q

PCP?

A

Primary connection point

50
Q

PDQ?

A

Process data quickly (card machine)

51
Q

PM?

A

Planned maintenance

52
Q

PONR?

A

Point of no return

53
Q

PPP?

A

Point to point protocol

54
Q

What is a PSTN?

A

A public switched telephone network (analog telephone line)

55
Q

What is RBD?

A

Required by date

56
Q

What is RJ11?

A

Same as DSL

57
Q

What is RJ45?

A

Ethernet cable

58
Q

What is RMA?

A

Return merchandise authorisation

59
Q

What is RWT?

A

Right when tests

60
Q

What is SI?

A

Strategic imperatives (VF WLR portal)

61
Q

What is SLA?

A

Service level agreement

62
Q

What is SNR?

A

Signal to voice ratio

63
Q

What is TCD?

A

Temporary call divert

64
Q

What is TOU?

A

Transfer of user

65
Q

What is TR?

A

Traceroute

66
Q

What is TR?

A

Trouble report

67
Q

What is TRC?

A

Time related charges

68
Q

What is TTB?

A

Talk talk business

69
Q

What is VDSL?

A

Very high speed digital subscriber line (faster than ADSL)

70
Q

What is VF?

A

Vodafone

71
Q

What is VM?

A

Voicemail

72
Q

What is VPS?

A

Vodafone partner services

73
Q

What is W52P?

A

Yealink phone

74
Q

What is WLR?

A

Wholesale line rental (various phone line portals)

75
Q

What is a Yaylink?

A

Cloud phone used for horizon

76
Q

What type of tests are there for a PSTN line?

A

No dial tone test

77
Q

If there is a problem with the PSTN line what is essential to still do?

A

Run onsite checks with customer to double check the fault isn’t due to premise issues. Could be a false flag.

78
Q

What two routers does Onecom supply?

A

White router = Draytek

Black router = Technicolour

79
Q

What can you ask the customer to identify the type of router?

A

Colour of router

Name or serial number

80
Q

When calling or emailing back a customer what is best to ask?

A

The best number and email to call them on.

81
Q

What DPA checks are there?

A

Full name
Mobile number
Password

82
Q

What does DOA mean?

A

Dead on arrival

83
Q

What does FLT indicate is at fault?

A

Broadband

84
Q

On the technicolour router what is the red socket used for?

A

ONT cable for FTTP from the master socket to the router

85
Q

On the technicolour router what is the grey socket used for?

A

ADSL and FTTC from the master socket to the router

86
Q

What’s the quickest route to fixing an issue with regards to there not being a new master socket installed?

A

Raise a fault

87
Q

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?

A

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
Q

What is does CLI mean?

A

Customer line identification = customer telephone number

89
Q

What can the customer dial to identify the CLI for the master socket?

A

17070

90
Q

What is a DSL cable?

A

It is the grey cable that connects the router to the master socket or micro filter for broadband.

91
Q

What does the orange light on the technicolour router mean?

A

Downloading credentials for broadband.

92
Q

What is the grey port on the technicolour router called?

A

DSL port

93
Q

What types of DSL are there?

A

ADSL, ADSL2+

94
Q

What is the customer looking for on the master socket?

A

Square port to test either internet or phone line.

95
Q

What can an engineer do with master sockets that are already present on the customer premise?

A

Take over one of the master sockets or instal a new one.

96
Q

If the customer needs internet in the interim what can be offered?

A

Send out a mobile router but will have to speak with the account manager to send it out.

97
Q

Do fixed line faults team deal with Huawei routers?

A

No because it is a mobile router

98
Q

What test can you do at the master socket if the phone line or internet is not working well?

A

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
Q

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?

A

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
Q

What is the demarcation point for open reach?

A

From the exchange up to the master socket.

101
Q

To install the new master socket front plate what will the customer need for the wiring?

A

A puncher

102
Q

Why do you need a microfilter?

A

To be able to connect broadband and telephone to the PSTN line.

103
Q

What are the DPA questions?

A

Full name
DOB
Full Address
Password on account (suggest the hint if not known)

104
Q

How can you identify the router the customer is using?

A

Ask the colour, brand and/or serial number.

105
Q

On the draytek router how possibly can it be turned off?

A

There’s a button at the back which can be knocked which turns it on or off.

106
Q

Can a draytek router be remotely switched on from our side?

A

Yes

107
Q

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?

A

We have to log it as a Wi-Fi fault

108
Q

What is DSL up time?

A

Length of time the router server has been connected to router if connected.

109
Q

What is router up time?

A

How long the router has been powered on.

110
Q

What does it mean to ping a router?

A

You ping an IP address registered to the router which tells you if the router is running or not.

111
Q

What does the SME portal check?

A

Line faults

112
Q

What SME tests are there?

A

No dial tone test

Noisy test

113
Q

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?

A

On-site checks

First line technical support (11 decks)

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