TE Data

Name:

ID:

Trainer:

Choose the correct answer:

1- If CST is abuser and under reseller and need to make configuration:
a. Check with his reseller.
b. Check with Account Management Q.
c. Make configuration then let CST to check with his reseller if he
complain from slowness.
d. Make configuration then transfer CST to Sales Q if he complain from
slowness.
2- If the port operational speed / port configured speed is found as "ADSL2
profile 1000 action will be (Wrong Profile on matrix ):
a. Troubleshoot normally.
b. Transfer to sales.
c. Escalation to SLS.

3- CST complain from Noise issue and after disconnect the

CPE noise Disappear , , CCA Action :
a Inform CST it is a Connection Problem and inform idle
Connection
b Ask CST to connect from main wire without splitter or CPE to
check.
c Ask CST to Check new splitter & phone set.

4- CST faces logical instability and has spyware, case need to be escalated.
a. Youll escalate to SLS normally.
b. Youll stop troubleshoot and inform him to remove spyware
c. Try with CST on other OS.
d. Try with another cpe.

5- What is the right action if you found duplicated record:

A- Handle his technical issue on the right and if you faced any problem
youll transfer him to management to solve it first
B- Handle his technical issue on the right one and create IR/cases
C- Escalate to SLS

6- CST has browsing issue and after restarting port and CPE you
found the below log on NST. Whats your action:

A- Transfer CST to Sales

B- Reset & Reconfigure
C- Escalate to SLS

7- CST under TE Data asked about his ISP UN/PW. But not verified.
He clarified that he will call us from same ADSL number to get
his UN/PW. Youll

A- Create browsing ticket with status waiting for CST

B- Create info request ticket with status closed
C- Create info request ticket with status waiting for CST
D- None of the above.

8- Ping CPE result is Transmit failed, general failure while

his connection is as below , your action :
a. Re-Enable NIC then check with another Cable then check
with another OS then another cpe then After trying all steps
if the problem still exist refer to a computer specialist
b. Check power failure then Reset CPE then Ping CPE if still
same Adjust TCP\IP Manually
c. check with another OS
9- Customer has data down and has ticket in follow up Pool
with update from maintenance visit that Maintenance
team couldnt reach customer and the ticket is within 1
day from last update from MV pool:
a. Withdraw the ticket and et customer connect from His main
and check "SELT Availability" step according to TM
b. Do not withdraw the ticket and inform the customer with the
SLA
c. Escalate ticket to IU
d. Transfer the ticket to MV pool . Deliver to the customer MV
SLA

10- Customer under TEData call us asking for configure his

cpe while no data in matrix and his order status is
customer problem , your action :
a. Transfer him to Account management Q
b. Add record in IR/Cases
c. Transfer him to installation Follow up Q

11- Customer under reseller and calling us from same mobile

in simba and asking about UN & PW , your action :
a. Deliver them to CST
b. Inform customer to call us from ADSL No or refer back to his
reseller.
c. Verify simba data with customer

12- If below customer under reseller calling us complaining

from service not working , your action :

a. Transferred to disabled Q
b. Inform him to check with Reseller
c. Act as port time out / Access denied in irs (cases).
13- Customer has logical instability no multiple login and
packet loss from Google IP > 20 % your action :
a. Reset and reconfigure.
b. Reset and reconfigure and inform CST to check for longer period
c. Reset and reconfigure and ping Google ip again and act according
to ping result

14- If CST under reseller and Configured speed on matrix

128/1. While no comment in simba , whats the right TKT
title and problem:
a. Title: abuser / problem: abuser
b. Title: Info request / problem: abuser
c. Title: Info request / problem: Info request
d. Title: abuser / problem: info request

15- We should change CPE password Default gateway

password after making configuration for:
a. TE Data CPEs
b. All CPEs
c. All CPEs Except TE Data routers
d. None of above

16- IF CST has 3 logs per 2 hours and he restarting his CPE
then you restart Port 2 times it will be considered
multiple login
A- True
B- False

17- If CST Unable to Connect to Wireless and you removed

preferred networks with him, changed SSID, same issue.
CST can be directed to CSO if he checked with another
laptop only
A- True
B- False

18-

The below CST has instability (CST has 2 flag). So youll

A-

Follow Physical instability

B-

Follow Logical instability

C-

Ask CST about ADSL Led status.

19- If customer have physical instability case phone related Line

status when picking up the phone is working whats right
action:

A- Let Customer check line status from Main without phone set or
splitter.
B- Let Customer check line status from Main with another splitter
then another phone set
20- If customer have logical instability customer must
connect 1 pc cable or wifi:
A- True
B- False

21- If customer make trace Google.com in Browsing case and

result Trace Completed whats right action:

22- -The below CST not supported by ASSIA

A. True
B. False

22 -If CST asking for compensation, Agent required to

but case not solved:
a. Inform CST with all tickets related to his case and inform him
that he can follow up the availability for compensation with
concern dep. After solving his case.
b. Inform CST with all tickets to his line and inform him that he
can follow up the compensation now .
23 -What is the right Card & Port for the below NST Log:

a.
b.
c.
d.

24 If SLS
a.
b.
c.

C#
C#
C#
C#

0 P# 14
14 P# 0
0 P# 35
14 P# 38

update was "fake MAC":

Let CST to change PC.
Let CST to change CPE.
Reset and configure & escalate if needed.

25 - If Customer is login with wrong ADSL credentials (US or

PW)
A: Re-configure CPE with the right credentials
B: Eeclete to SLS

C: Inform CST TO Follow with CSO .

26- CST line is related to (Nasr cabinet 1 cable 20) and has Down
case & will be escalated with SLA (Same Day Maintenance : Yes)
a. 24 H
b. 2 W day
c. 5 w day

27 - CST made the below trace and informed you the result.
Youll:

d. Consider that trace not complete as he didnt consume the

30 Hops
e. Consider that trace complete

28-IF CST Has outage down management and ask to configure

his CPE
f. Inform CST Outage Message ONLY
g. Handle case normally and inform CST Message .

29-Logical SLA (SLS):

A: 2 H
B: 2 D
C: 48 WH