Day 6 Flashcards
What is an ONT modern?
It is an optical network terminal which effectively is the master socket for a FTTP line.
Can you have a broadband fault separate to a telephone line fault?
Yes
What should you inform a customer if they do not have onecom assured and they will need a call out?
They may incur charges
What is earth contact fault?
Short circuit
If a customer has an old router what can we offer?
An upgrade will have to speak with account manager.
What companies do we resell and which do we support?
Resell: Gamma and Vodafone
Support: TalkTalk and BT (legacy customers)
What portals diagnose faults are there for the different broadbands sold?
Gamma portal
Vodafone portal
TalkTalk portal
BT portal
What is an A55?
Anything regarding fixing a network line which affects the public this can take weeks to be fixed
What does Netlynk portal do?
Enables one to order mainly technicolour routers, put through requests for dispatch, can login to routers to change configurations.
What is horizon?
A cloud hosted phone system
Whilst the customer is waiting for their cloud hosted phones (horizon) what can be done so they can receive calls?
Have a temporary phone divert to their mobile
What department deals with the status of a customers delivery?
Provisions
Can you give out the provisioning teams number so that a customer can follow up with their delivery?
Yes
What can you see on a customer account regarding migration and new instal?
You can see whether it is a migration or new instal at the premise.
Can the customer have a dial tone and when the number is dialled the phone says number is not recognised?
Yes
Can a landline be suspended is the payment hasn’t been received?
Yes
What are the options to get through to the care team?
1 and 4
What’s the response time for the account manager?
24hrs
What do you need in order to login to a router?
The IP address.
What is sales force?
CRM
What is found on sales force?
Names, addresses, orders, deals, assets, chatter: management of customer account: basically a Facebook thread.
What is Vonage used for?
Making calls
What portals are there?
SME/ WLR3: wholesale line rental portal (analog lines)
- used for copper line testing
There’s four different login credentials as merged four different companies these are:
- onecom
- glamorgan
- olive
- nice networks
If telephone line not found in Onecom, glamorgan, olive or nice networks portal where could the line be?
Hosted telephony
