Quote:
Originally Posted by Sephiroth
The thing is this: basically the customer will tell you it doesn't work as expected. You'll go through a series of questions, the answers to which you set against your knowledge. If you judge that an engineer needs to go out to site, then that's what you arrange.
Plus/minus - I think that's what happens at first port of call.
From there, it's a crap-shoot IMO from reading the goings on reported in the forums. I might be wrong, but the CS agents should have the OSS tools necessary to drill through to a customer's modem, stopping off on the way right to the street cab. Those OSS tools should therefore be able to pinpoint a problem so that the engineer can focus on it rather than swapping the modem and running a speed test. (From what's reported here, that doesn't always seem to be the case).
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We never use scripts as Mags says they do not and would not work.
The online tools that I have at my disposal can contact the modem see what the learned MAC address is and give me the Public IP of that equipment.
I can then take the Learned MAC address and put into
coffer.com and be able to tell what the modem is connected to.
We can see what outages the are in the area and we are then able to match the customers equipment against them to verify if it is an area issue or a localised one that requires an engineers visit.
All this can be ascertained by a trained agent using the correct tools in the first few minutes of the call giving the customer a quick and easy resolution to their call.
If we are unable to get the customer back online we can then either advise that it is an area fault or book an engineer visit to fix the fault.