Contact Center People - Last Updated: 16/04/2025

  Objective

To identify and resolve link down issues reported by either home users or corporate clients by following a standard diagnostic flow.

  Initial Call Handling

1. Greet and Verify

   • "Good [morning/afternoon], this is [Agent Name] from [Company Name] Support. May I have your name and contact number?"

   • Ask:

     • For Home Users: Confirm address or registered number.

     • For Corporate Clients: Confirm company name and contact person.

   • Check if the customer is listed in the CRM/Monitoring system.

   • Create a ticket if the customer is not yet listed and escalate to add to monitoring.

Troubleshooting Steps Step 1: Check Device Power

• Ask the customer to ensure that the router/modem/ONU or Media Converter is powered on.

• Confirm power LED is steady or blinking (based on device model).

Step 2: Check ONU / Media Converter (MC) Light Status

• Instruct the customer to check the following indicators:

  • PON/LOS light: Should be green and stable.

  • LOS light blinking or red: Indicates fiber signal loss.

  • Power and LAN lights: Should be active.

• If abnormal light pattern is found, note the status in the ticket.

Step 3: Check Ethernet / UTP Cable & Patch Cord Connection

• Confirm the following:

  • Ethernet cable from ONU/Router to customer device (PC or switch) is firmly connected.

  • No visible damage or loose connection on patch cords.

  • If available, ask to swap the cable and check again.

  Escalation Criteria

If all checks are normal and the issue persists:

• Escalate to Level 2 for remote diagnosis or fiber-level issue verification.

• Tag ticket as "Link Down – Field Visit Required" if physical inspection is needed.

  Note for Agents

• Always document each step performed during the call.

• Include light status, device power check result, and cable test confirmation.

• Use customer language simply but clearly.

  Ticket Template