Listen Carefully To Logical Verification

The Customer Troubleshooting

Inputs Steps
Accepted Or
Wrong Credentials
Track ADSL Led Status
While Restarting
-Inform Customer With Outage If He Is Yes
Effected By It, Otherwise
Troubleshoot Normal. Using Account
-Port Timed Out/Access Denied, Act According To Accepted Or Is Matched
Number & NAS Query NST Logs Restart Port
Customer Input Rejected Logs ? Case ?
Troubleshoot Normal If Customer Port ID
Obtained IP On NST, Otherwise if
outage detected mail will be sent to
Wrong NAS Port No
OMT Matched
Yes
Email support Agent
Fact Finding Process

(Both Up)

Act According Coorelate Between Wrong Card & Port

Service Is Query IP By Not
Customer Request Others Obtained IP ? No ADSL Led Status & Troubleshooting
Not Working Username In NST Matched
As Much As You Can Matrix Status Process

In Case Access Denied/Port Timed Out Data Down

Is Problem & Customer Obtained IP, Refer to Matched Troubleshooting
Yes
Solved ? (Both Down) Process
WIKI Article
Service Unstable Slow Internet
No

Instability Slowness/BLQ
Act on current
Troubleshooting Troubleshooting
process
Process Process
 Don't troubleshoot
More or Is Customer and inform the
Check Land Line

Yes
equal 30 Check Grace Period Passed Grace customer that he
Bills
EGP period? has to pay his bills
first

-Start an outbound call

No
Take Prober
Are Bills Act According Bill Bills Not Available Handle as per
Yes Action based on
Exist ? Amount customer input
Bill amount

Less than
30 EGP

Continue
Is the call on the
NO Yes troubleshooting the
same landline?
original case
No

Confirmed
Voice Verification Process (Digital Support Team)

Ask customer about Confirmed or

Voice status not?
Not Confirmed Inform Customer
That We Strongly
Check phone set Is phone set
Email support Agent

Recommend To No
availability avail?
Check With Phone
Set Before continue

Confirm that

Yes
customer tested
voice before the call
with phone set Yes

Connect Phone Set

Yes
From Main

Not Sure
Is Voice working Check phone set Is phone set
fine ? availability avail? Put Customer On
No Hold Then Call his That Means Customer
land Line Number Requested To Cancel
His Land Line

Check availability of send Email to

Recorded
No
phone set Confirm Number [Link]-
Escalate Another Customer Act According To

MSG
With The Other Is Out Of Service TL@[Link]
“Voice Overlapping” Answered MSG Type MSG ?
Customer By Email support
team

No/Other MSG
Ringing Busy
Is phone set Connect Phone Set Is Voice working Escalate as voice
Yes No
avail? From Main From Main? down

Escalate
“Voice Down”
Yes

Continue Consider voice UP/

No Escalate as Voice Mention Voice
Troubleshooting The Continue Escalate
Down Status In TTS
Original Case Troubleshooting “Voice Down”
The Original Case
 Voice Verification Query NST For The Is Recent Logs Instability
Process Past 24 Hours Exist ? Yes Troubleshooting
Process

No

Check Availability To
Confirm That
Check Power Led Is Power Led Is Original Check With Another
No Customer Is Using No
Status On & Stable ? Adaptor ? CPE & It’s Original
Original Adaptor
Adaptor

Yes Yes No

Check From Another

Is Power Led Another CPE
Check SELT Yes Electricity Wall No Solved or not Check power failure Yes
On & Stable ? Available ?
Outlet
Data Down Troubleshooting Process

No

Direct Customer To
CSO To Check CPE Yes
Email support Agent

Is SELT
Run SELT Procedure Yes Adapter Issue
Available ?
According to the
process

Not Available Escalate To

-Start an Not Supported By ASSIA
Voice Down
Responsible Team
outbound call Only
“Voice Down”

Is Short Or Connect CPE From Escalate To

Long
Long SELT ? Customer’s Main Data & Voice Responsible Team
Down “Data & Voice
Down”
Short
Act According To
The Result
Mention SELT Result Data & Voice Inform Customer
In TTS Up With Solvents

Escalate To
Data Down
Responsible Team
Only
“Data Down”

For Long SELT/SELT NA/Not Supported By

ASSIA:
Mention Voice Is Fixed By TE Or Not
 Is Supported Not Supported By
No
By ASSIA ? ASSIA Process

Yes
Act According To
Last Fix(LF) Date
Check Recent Fix
according to TTS &
customer input

24H > LF <= 7Days Mention the date LF > 7Days Or No Fix
LF <= 24H
in TTS TKT

Run Run Run

With xELT Option If With xELT Option If
Recent Fix Recent Fix + Date No Fix
Line Down Within Line Down Within
Procedure Procedure Procedure
The Call. The Call.
In Clear View In Clear Veiw In Clear View

Act According To
Clear View
Output

No DSL Physical Layer Technician Dispatch

Others Issue Is Detected Is Recommended
With xELT Option If
Line Down Within
The Call.
Instability Troubleshooting Process Diagram

Run
Logical Instability
Refer To Clear View Inform CST to Recent Fix
Troubleshooting
Manual In WIKI connect from main Procedure
Process
In Clear View
Email support Agent

Mention main

No DSL Physical Layer

type in TTS TKT

Issue Is Detected
Inform CST that
problem solved with
solvent & ideal
connection

Technician Dispatch
Is Recommended

Is available to
CST to Follow
ASSIA Advice
Not Available

Available

Escalate
Voice Verification Physical Instability
Process To Responsible
Team

Technician Dispatch
Is Recommended

Run
appropriate Fix
Mode
In Clear View

No DSL Physical Layer

Issue Is Detected

Inform CST that

problem solved with
solvent & ideal
connection
 inform Customer
that his speed
Is quota
What’s the downgraded. after
cappaed Act according Usage exceeded or Exceeded
package type? consuming the basic
not?
Quota and it can be
recharged

Make Sure That Customer Press On

Not Exceeded Continue In The Landing Page
Unlimitted

Handle Case
normally

Is Supported Not Supported By

No
By ASSIA ? ASSIA Process

Yes
Act According To
Last Fix(LF) Date
Check Recent Fix
according to TTS &
customer input

LF <= 24H 24H > LF <= 7Days LF > 7Days Or No Fix

Run Run Run

With xELT Option If With xELT Option If
Recent Fix Recent Fix + Date No Fix
Line Down Within Line Down Within
Procedure Procedure Procedure
The Call. The Call.
In Clear View In Clear Veiw In Clear View

Act According To
Clear View
Output

Technician Dispatch
Is Recommended
With xELT Option If Line Down
Slowness/BLQ Troubleshooting Process

Other Mention main Within The Call.

type in TTS TKT

Run
Email support Agent

Act According To No DSL Physical Layer Inform CST to Recent Fix

Message Issue Is Detected connect from main Procedure
In Clear View
No DSL Physical Layer
Issue Is Detected

No DSL Physical Layer

Refer To Clear

Issue Is Detected
View Manual Inform CST that
Guide problem solved with
solvent & ideal
connection
Slowness
Fixed Package
Fixed Troubleshooting
Or Up To ?
Process Technician Dispatch
Is Recommended
Up To Package
Accepted Escalate
Is available to
Voice Verification Physical Instability
CST to Follow Not Available
Process To Responsible
Inform Customer ASSIA Advice
Accept His Check Diagnostic Escalate Need Team
With His Current Rejected

No
Current Speed? Tab In Line Details optimization to
Operational Speed responsible team
From Assia
Technician Dispatch
Available
Is Recommended
From Assia as per Line
code table Inform Customer
Is operational
check Service This Is The Most Slowness Run
speed more than

Yes
Yes recommendation Suitable Speed That Troubleshooting appropriate Fix
or equal SR
speed guarantee Line Process Mode
speed ?
Stability In Clear View
Confirm that Line
Code is ADSL2+ or
Faults Exist ? No VDSL according
customer
subscription No

Adjust Line Code

Is Line Codes according Is problem
Yes

No Yes
Yes Exist In CPE ? subscription ADSL2+ solved or not?
or VDSL

Inform Customer
That This CPE
No

Doesn’t Support
High Speeds

Not exist

Re-Check Fault after

Available

doing advice / R-run Voice Verification Escalate BLQ To

Assia Clear View Is fault still exist? Still exist
Process Responsible Team
with appropriate
mode
Inform CST with
Fault advice

Is it avail to do
available

advice?
Not

Voice Verification Escalate BLQ To

Process Responsible Team
 Track ADSL Led Status
While Restarting

Line UP & Matrix Down

Line UP & Matrix UP

Not Obtained IP
Exchange
Voice Verification Check Line Status VS IS Customer Reset Hard and re-

OR
Restart Port Check Pop Type
Process Matrix Status obtained IP? configure

Cabin
Line Down & Matrix up
Wrong Card And Port Troubleshooting Process

Is NAS port ID
Exist
Check Line status existing ?
NO
from main
Obtained IP
IS Customer Has Is right data

Yes
OR
No
Has Logs Get Right Data Escalate to IU
Email support Agent

Not Exist Logs? avilable?

No Logs
Escalate to IU
Is Line still
Down?
Reset Soft and re-
configure

Yes

Has Logs

Escalate to IU IS Customer Has

Logs?

No Logs

Escalate to IU