Templates

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***611*** CNTCT: USERNAME: MODEM TYPE: FMS COID: FMS: CMNTS: NO SYNC ***NO SYNC*** Due Date: Last worked: SYNC ***SYNC*** Due Date: IP address: MAC address of gateway/PC: Password: Last worked: SLOW ***SLOW*** Client IP: MAC: MTR Results: Customer Side Traceroute: SEE FYI Speedtest Results: Business ADSL add to favourites printable page sticky notes page menubusiness ad sl assure business . net products business modem replacement procedure blank templates contacts 611 NO SYNC SYNC SLOW National ADSL RadialPoint Escalation SOM Modem Replacement Mainstream -------------------------------------------------------------------------------For further details on these templates, including examples, please see LYNX - Ti cket Routing Templates. 611 ***611*** CNTCT: USERNAME: MODEM TYPE: FMS COID: FMS: CMNTS:

NO SYNC ***NO SYNC*** Due Date: Last worked: SYNC ***SYNC*** Due Date: IP address: MAC address of gateway/PC: Password: Last worked: SLOW ***SLOW*** Client IP: MAC: MTR Results: Customer Side Traceroute: SEE FYI Speedtest Results: National ADSL No 611 template is required for National ADSL tickets. NO SYNC SYNC SLOW ***NO SYNC*** CNTCT: ONNET/OFFNET: MODEM: DUE DATE: LAST WORKED: ***SYNC*** CNTCT: ONNET/OFFNET: USERNAME: MODEM: DUE DATE: LAST WORKED: BAY/UNIT: ***SLOW*** CNTCT: ONNET/OFFNET: USERNAME: MODEM: CLIENT IP: MAC: MTR RESULTS: CUSTOMER TRACERT: SEE FYI SPEEDTEST RESULTS:

RadialPoint Escalation ***RP*** Contact: Email address : TT# :

OS : Browser/Version : Connection : DSL / Dial Component(s) : eProtect Firewall : eProtect Parental Control : eProtect Anti-Virus : eProtect Spyware Short summary of the problem (include error msg): Other security software on computer: Troubleshooting steps taken with client: Name of approver: SOM ***SOM*** Order Number: Contact Information: Port Assignment: User ID: Plan: Details of problem: Approved by: Modem Replacement *** MODEM REPLACEMENT *** Defective modem type: Wants modem type: Approver: Reason: Shipping address: Mainstream CIRCUIT #: ADDRESS: TROUBLE DESCRIPTION: REPORTED BY(name/company/number): ONSITE CONTACT NAME/NUMBER: ACCESS HOURS/DAYS: CUSTOMER TICKET NUMBER: IS THIS A HAZARDOUS OR SAFETY ISSUE? IS INTRUSIVE TESTING OK? ::If "NO" NEED TESTING WINDOW (DATE/TIME/DURATION) OR MONITORING ONLY CREATE TICKETS ONLY IF ALL VERIFICATIONS ARE OK ::POWER TO SITE VERIFIED? ::POWER TO ONSITE TELUS EQUIPMENT VERIFIED? ::ONSITE TELUS EQUIPMENT CONNECTIONS VERIFIED? ***TO DETERMINE SEVERITY*** CIRCUIT IS USED FOR? HOW MANY PEOPLE AFFECTED? IS THERE A BACKUP? WHAT IS THE IMPACT TO THE END USER? WHAT TYPE OF CCT IS THIS? (T1, T3, DS, OC, ETC) PHONE #: ADDRESS: TROUBLE DESCRIPTION:

REPORTED BY (name/company/number): ONSITE CONTACT NAME/NUMBER: ACCESS HOURS/DAYS: CUSTOMER TICKET NUMBER: ARE YOU ABLE TO MAKE OUTGOING CALLS? HOW MANY JACKS ARE AFFECTED? HOW MANY SETS ARE AFFECTED? VM password (if applicable): Troubleshooting steps taken: ADDITIONAL INFO: IN or OUT of service? ---

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