ࡱ>   o%` Abjbj *H̟̟)5z\ \ T;KKKlO\;D(߰߱߱߱"5 A$hVZ-÷÷÷߱߱4.4)))÷߱߱)÷))D3<3 W߱ }KTc"GbH DWWI,u)K<IIIvIII÷÷÷÷;$_CDIdG;_Cd;;; Instructions For Issue of Datacom Action Faults Assessment Task  Students are to download this document from the College Website. Students are to submit THIS MODULE ONLY by email to:  HYPERLINK "mailto:assessments@austcollege.com.au" assessments@austcollege.com.au Subject Line: Attention {Training Manager Name} Datacom Faults Task from (Name) Training Manager (NSW): Brett Riddett Training Manager (VIC): Nicola Owens Ensure that you have scanned the pages requiring student and supervisor signatures OR Fax these pages to 02 4225 1400 Datacom Locate and Action Faults Assessment Task Cover Sheet Students Name:Employer: Datacom Please complete and check all shaded sections before mailing to the College. Make sure this cover sheet is securely attached to your Assessment Task. Please (() the type of submission (Full Submission Partial Submission Resubmission Course You Are Enrolled in (() Certificate III in Customer ContactICTCC251A, ICTCC351A & ICAITU133ACODE:Certificate III in ITICAT4221A & ICAS4134ACODE: Participant Declaration: I declare that the material contained in this Assessment Task is my own work. XStudents Signature: / / Supervisors Declaration: I verify that the material provided in the attached Assessment Task is the original work of the participant. XSupervisors Signature: Supervisors Name:  / / Supervisor to also complete Work Skills Checklist College Use: Comments Assessment Result: % Competent % Competence not yet demonstrated  Assessed By: Signature:Assessed By: Name: / / For College Use Only: Components of Assessment Completed in this Task Bigpond Written AssessmentsWritten Assessment 1 passed Written Assessment 2 passed Addressing faults and escalation processes( Customer Service Call MonitoringCall Monitoring Assessments passed Assessing communication, questioning and customer service skills( On-the Job Support and Diagnostic ToolsPING Device Manager OATS MOBYIPCONFIG Bigpond Website Work Skills verifications(Part A EscalationQ1 - 16. Underpinning knowledge of Datacom / Bigpond escalation policies and procedures - written short answer questions(Part B Warranties and RefundsQ17 - 23. Underpinning knowledge of Datacom / Bigpond warranty and refund policies and procedures - written short answer questions(Part C Diagnostic ToolsQ24 - 28. Underpinning knowledge of when to use diagnostic tools - written short answer questions(Part D Email and BrowsersQ29 - 35. Short answer questions and practical activities focussed on using browsers and email(Part E Technical Fault ScenariosQ26 40. Scenarios or realistic work site faults and corrective action to be taken( Work Skills Verification Checklist Please complete the following checklist verifying that the listed skills have been learnt: Work Skills ChecklistEmployeeSupervisorIs able to receive and verify fault report with the customer((Verifies customer details and records fault details ((Reviews customer product/service information and previous fault history((Identifies status of warranty and service agreement((Identifies one or more courses of action to rectify fault((Escalates fault report where additional information or expertise is needed((Is able to initiate action to arrange repair((Can advise customers of repair charges((Can update fault history records((Is able to determine the extent and nature of the problem through relevant information sources((Can contribute to planning actions to rectify fault or service difficulty((Has readily consulted to identify information to be supplied to customers((Can identify priority customers ((Can analyse customer comments to ensure they are related the fault or service difficulty((Informed customers of planned action ((Negotiated special needs where required((Reviews progress of rectification with customers((Assesses and reports customer satisfaction of rectification to relevant staff((Is able to identify and resolve customer dissatisfaction ((XSupervisors Signature: Supervisors Name: / /XStudents Signature: / / Part A Escalation Procedures Answer the following Questions after reviewing Module 7 Escalations from your Induction Training Manual Q1. If a customer has moved premises and is unable to get an appropriate connection or the speed is not at its best a) what might be the problem?   b) how would you check this?   Q2. ( TRUE OR ( FALSE The BigPond Broadband Helpdesk (BBHD) can check the BRAS (Broadband Access Server) that the exchanges are connected to. Q3. ( TRUE OR ( FALSE The BigPond Broadband Helpdesk (BBHD) can check the Exchange (DSLAM) Q4. ( TRUE OR ( FALSE The BigPond Broadband Helpdesk (BBHD) can book appointments to visit the customers premises (truck rolls) Q5. ( TRUE OR ( FALSE The BBHD is open 7 am to 9pm Monday to Friday. Q6. ( TRUE OR ( FALSE BBHD do NOT handle level 1 Technical Support calls for WiFi, WiFi Hotspots and BigPond Wireless. Q7. What test should you run on the ADSL line to ensure there are no problems with ADSL codes before escalating?   Q8. Who do you refer the fault to if the customer cannot dial out on a phone on their ADSL line?  Q9. What is the standard BBHD Response Time?  Q10. If a customer requests an update on their escalation where do you look and for what to see if a case has been created.   Q11. A customer calls to follow up a problem and get it escalated. You check the date on the escalation note in Moby and it was only yesterday that they called. How do you respond?    Q12. Who do you contact if the customer rings to report that the technician has not turned up?   Q13. ( TRUE OR ( FALSE BFS technicians attend the customers house to install and maintain the CPE (Customer Premise Equipment). This includes the customers computer, Network Adaptor, cable modem, cabling from the modem to the wall and the cabling from the premises to the street. Q14. Explain when you would book a normal BFS service call?    Q15. ( TRUE OR ( FALSE You must get approval from a senior or team leader to book a Network Operations Unit (NOU) service call. Q16. ( TRUE OR ( FALSE You do NOT need approval from a senior or team leader to book in a 2nd level BFS service call. Part B Warranties, Refunds and Difficult Customers Answer the following Questions after Reviewing Module 7 Escalations from your Induction Training Manual  Q17. ( TRUE OR ( FALSE There IS a charge for a service call to replace a faulty modem or Telstra supplied device still covered by warranty. Q18. When escalating to BBHD (SIIAM) what does the following Maintenance Agreement Code mean: MAN  Q19. ( TRUE OR ( FALSE A Telstra supplied modem will always be covered by warranty for at least 12 months. Q20. ( TRUE OR ( FALSE If a customer is on a 6 month contract, the Telstra supplied modem will still be covered for at least 12 months. Q21. ( TRUE OR ( FALSE For faulty replacement modems purchased directly from a Telstra Shop the customer should return to the place of purchase, with the receipt of purchase. Q22. Explain to a customer where they would look up the maintenance agreement terms and conditions on the Bigpond website.    Q23. When a customer asks you for a billing refund the first thing you should do is ( a) OR ( b) OR ( c) a) advise the customer about the ADSL Service Level Guarantee at  HYPERLINK "http://www.bigpond.com/internet-plans/broadband/adsl/sla/" http://www.bigpond.com/internet-plans/broadband/adsl/sla/ b) transfer them to billing c) tell them about the rebate they will get Part C Diagnostic Tools  Q24. Give an example of when you would use PING     Q25. Give an example of when Device Manager would be used.     Q26. Which area in this OATS result indicates a problem with the customers ADSL service?      Q27 Give an example of when you would use IPCONFIG.    Q28. Give 3 examples of the information available on the Bigpond website that would be useful to assist with problems.      Part D Email and Browser Use and Faults  Q29. ( TRUE OR ( FALSE Bigpond customers must use Firefox as their browser. Q30. ( TRUE OR ( FALSE Bigpond customers cannot access Google. Q31. Explain the steps to a customer on how to create a bookmark to the Bigpond web site     Q32. Look up the Bigpond ADSL Acceptable Use Policy and summarise what is not allowed and what the potential consequences may be.     Q33. An angry customer calls in and tells you that some of their emails have been deleted from their webmail account. Upon prompting they tell you that the missing emails are from more than 7 months ago. What has happened and what course of action to you recommend to the customer to prevent a recurrence?   Q34. A customer is worried as they are getting emails that says undisclosed list in the to field. Explain to them what this means.    Q35. When you email this task to the College ensure that it has on it your email signature that conforms to the Datacom standard. Part E Technical Fault Scenarios  Q36. A customer rings and tells you that their modem has six lights. The top light is green and the next light is flashing and doing nothing else. They are frustrated as they cannot connect to the Internet. They are using a Motorola SB5101. How would you troubleshoot / solve this problem? What is the possible solution and steps to troubleshoot?     What reference tools / website did you use to assist you?   Q37. A customer calls in and tells you that they can access some pages on the internet but are unable to access another which has an online forum. They have filled out the registration for access to the forums but are still unable to access it. What might be the problem and what steps would you take them through to resolve it? What is the possible solution and steps to troubleshoot?     What reference tools / website did you use to assist you?   Q38. A Motorola user calls in and tells you they are unable to connect to the Internet. You get them to run IPCONFIG and the IP address for their machine is 192.168.0.1 What is the problem here and how would you fix it ?     What reference tools / website did you use to assist you?   Q39. A customer has moved from NSW to Victoria and has brought his existing computer and cable modem with him. When he tries to connect the modem lights all display but he is unable to browse or to send / receive emails. What is the problem here and how would you fix it ?     What reference tools / website did you use to assist you?   Q40. Apart from the examples already used, identify a situations at work where you have had to: select the most appropriate fault finding method. analyse the problem and correctly identified all symptoms of the problem. identify the possible causes of the problem including developing a list of causes in order of likelihood. create an action plan for resolving the problem. rectify the problem including testing the fix. implement steps to stop recurrences or to use the information for later problems; and maintain client service standards. Outline how you followed each of these steps in both instances. Attach your answer. Module: Datacom Action Faults Student: Date About the Assessment Tasks 1. The Assessment Task design/ format is: Easy to understand what I am required to do  ( ( ( ( Difficult to Understand and use2. The Assessment Task questions are worded so that they are: Easy to Understand  ( ( ( (Difficult to Understand3. The Assessment Task content is: Appropriate for the course  ( ( ( (Irrelevant 4. The Assessment Tasks has: A good variety of things to do to show competence ( ( ( ( Limited variety when other options could be used 5. The Assessment Tasks provided overall were: Very well suited to cover the course material ( ( ( ( Not suitable for the course material Comments to explain your answers:    Problems that need fixing eg typos, unclear questions    Overall Evaluation / Comments:      Ensure a Safe Workplace Cert IV v04-06 Australian College of Commerce and Management  NUMPAGES 13 Please email this Assessment Task to:  HYPERLINK "mailto:assessments@austcollege.com.au" assessments@austcollege.com.au Scan or Fax the signed sections  Australian College of Commerce and Management Page  PAGE 1 of  NUMPAGES 13  FILENAME Datacom_Action_Faults_Assessment_Tasks_v2-08.doc   FILENAME Datacom_Action_Faults_Assessment_Tasks_v2-08.doc Page  PAGE 3 of  NUMPAGES 13 Australian College of Commerce and Management  Australian College of Commerce and Management  FILENAME Datacom_Action_Faults_Assessment_Tasks_v2-08.doc Page  PAGE 2 of  NUMPAGES 13   FILENAME Datacom_Action_Faults_Assessment_Tasks_v2-08.doc Page  PAGE 11 of  NUMPAGES 13 Australian College of Commerce and Management @AE  + C d e f g , - . 6 7 8 I Q m ϱäϜϔvgvgXF#hlh3h5CJ OJQJ^JaJ h3h5CJ OJQJ^JaJ hn5CJ OJQJ^JaJ h K5CJ OJQJ^JaJ hH"h9nhqCJ aJ hqCJ aJ h$CJ aJ h4nh9n0JCJ aJ #jh4nh9nCJ UaJ jh9nCJ UaJ h9nCJ aJ h9nh9nCJ aJ h9njh,\h9n5Uh9nh9n5CJ0aJ0@BCDE  f g * + - . 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