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First line technical support > Day 6 > Flashcards

Day 6 Flashcards

1
Q

What is an ONT modern?

A

It is an optical network terminal which effectively is the master socket for a FTTP line.

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2
Q

Can you have a broadband fault separate to a telephone line fault?

A

Yes

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3
Q

What should you inform a customer if they do not have onecom assured and they will need a call out?

A

They may incur charges

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4
Q

What is earth contact fault?

A

Short circuit

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5
Q

If a customer has an old router what can we offer?

A

An upgrade will have to speak with account manager.

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6
Q

What companies do we resell and which do we support?

A

Resell: Gamma and Vodafone
Support: TalkTalk and BT (legacy customers)

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7
Q

What portals diagnose faults are there for the different broadbands sold?

A

Gamma portal
Vodafone portal
TalkTalk portal
BT portal

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8
Q

What is an A55?

A

Anything regarding fixing a network line which affects the public this can take weeks to be fixed

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9
Q

What does Netlynk portal do?

A

Enables one to order mainly technicolour routers, put through requests for dispatch, can login to routers to change configurations.

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10
Q

What is horizon?

A

A cloud hosted phone system

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11
Q

Whilst the customer is waiting for their cloud hosted phones (horizon) what can be done so they can receive calls?

A

Have a temporary phone divert to their mobile

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12
Q

What department deals with the status of a customers delivery?

A

Provisions

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13
Q

Can you give out the provisioning teams number so that a customer can follow up with their delivery?

A

Yes

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14
Q

What can you see on a customer account regarding migration and new instal?

A

You can see whether it is a migration or new instal at the premise.

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15
Q

Can the customer have a dial tone and when the number is dialled the phone says number is not recognised?

A

Yes

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16
Q

Can a landline be suspended is the payment hasn’t been received?

A

Yes

17
Q

What are the options to get through to the care team?

A

1 and 4

18
Q

What’s the response time for the account manager?

A

24hrs

19
Q

What do you need in order to login to a router?

A

The IP address.

20
Q

What is sales force?

A

CRM

21
Q

What is found on sales force?

A

Names, addresses, orders, deals, assets, chatter: management of customer account: basically a Facebook thread.

22
Q

What is Vonage used for?

A

Making calls

23
Q

What portals are there?

A

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

24
Q

If telephone line not found in Onecom, glamorgan, olive or nice networks portal where could the line be?

A

Hosted telephony

25
Q

What features are there on BT wholesale portal?

A

1571 - answering machine
Caller display: number shown on phone
Call divert (smart divert can be customised) = to mobile

26
Q

What broadband portals are there?

A

VF oneportal
TalkTalk portal
BT wholesale

27
Q

What can be done in VF portal?

A

BB diagnostics
Find BB connections finding IP address of BB
Check orders

28
Q

What does TR stand for?

A

Trouble report

29
Q

What is TR for?

A

Copper line report

30
Q

What is FLT attributed to?

A

BB fault

31
Q

What routers does Netlynck check for?

A

VF/ ADSL/ FTTC/ SoGEA

32
Q

What does aBility check?

A

Billing

33
Q

If you have checked billing for a number and it is not there what does this mean?

A

We don’t provide it

34
Q

What is TAGS?

A

Open reach database

35
Q

What is TAGS used for?

A

BT BB checker
What speeds customer can get
Actual speed at top end

First line technical support (11 decks)

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