BROADBAND COMPLAINT BOOKING CALL CENTER HYD,AP TELECOM CIRCLE 1504 CALL CENTER IVRS In IVRS flow, Customer selects Option 1. Then call will.

Slides:

Advertisements

Similar presentations

Customer Journey: Customer considering INQ phone but has not yet purchased. Aircel network exclusivity had been a negative factor discouraging him from.

Advertisements

December 2007 My Internet is Broken Technical Troubleshooting 101.

The Internet By Rory Gallagher. What is The Internet? The internet is a worldwide, publicly accessible network of interconnected computer networks. The.

Divisional Engineer (Mediation and Billing)

UPLOAD YOUR S2 SCANNER. To upload your Scanner means: Sending the data of the scans you made from your Scanner to the worldwide Nu Skin server. Benefits:

Networking By: Matt Motl… Programmer Brent Everson… Programming Mentor.

DSL-2870B How to Change ADSL Username and Password in your modem router How to Change Wireless Channel in your modem router How to Open Ports in your modem.

Operating System Customization

Creating a UAA VPN Connection For Your Computer To Facilitate Polycom PVX – For Windows XP Last Modified On 10/25/2010 University of Alaska Anchorage,

DASAN NETWORKS GPON Training

D-Link International Call Center Training and Staff Development Department Module: DAP-1350 Module: DAP-1350.

Topics 1.Taking the Lock into use – physical serialization 2.Detailed setup options 3.Using mobile broadband 4.Taking the Key into use.

My Internet is Broken Technical Troubleshooting 101 with Peter Hollands.

Laptop/PC GPRS Configuration for Windows-7. Ways of Connecting your laptop Using Bluetooth Using data cable Using infrared link.

Blue Ray DVD/DVR Players

Advanced Networking for DVRs

DSL 305 Series ADSL Modem. Types of DSL305 series DSL305E ADSL Modem  PPP Half-Bridge (Default)  Transparent Bridge DSL305EU ADSL Router/Modem.

A COMPUTER is an electronic device. Every computer performs 4 general operations: 1. Input 2. Process 3. Output 4. Storage.

Welcome To Armstrong PC Connectivity Review Desktop Services COMPUTERBASEDTRAINING.

SLOW SPEED ISSUES CERTAIN FACTS PREPARED BY MULTIPLAY NOC BANGALORE.

SKYblaster360e. TWO WAY HIGH SPEED BROADBAND Shared NETWORK (DVB). OUTBOUND -: 8 - TO - 45Mbps INBOUND : Kbps/307.2Kbps TCP/IP Protocol Support.

Back to content Final Presentation Mr. Phay Sok Thea, class “2B”, group 3, Networking Topic: Mail Client “Outlook Express” *At the end of the presentation.

DVG-G5402SP D-Link VoIP Wireless Router

Configuring Windows XP-Based Laptops for Guest Access to Bloomsburg University’s Wireless Network Intended for University staff, and guests planning to.

Installation And Troubleshooting Guide. PHONE REQUIREMENTS High Speed Internet Connection Using DSL Modem, Cable Modem or Wireless Canopy With a minimum.

The Active Update Internal Error 47 message in Trend Micro PC-cillin Internet Security 2004 and 2005 SID :  The pattern file was corrupted during.

Student Troubleshooting Guide. Programs Freezing? Try the Three R’s!

Parent Guide for staying connected. To Begin using Skyward Family Access you will need:  A computer connected to the internet  A web browser (Windows.

DSL-2544N Dual Band Wireless N600 Gigabit ADSL2+ Modem Router

Microsoft FrontPage 2003 Illustrated Complete Finalizing a Web Site.

Chapter 12 Troubleshooting Internet Connectivity Prepared by: Khurram N. Shamsi.

Cisco ASA 5505 Joseph Cicero Northeast Wisconsin Technical College.

Configuring a Router. Router user interface The Cisco IOS software uses a command-line interface (CLI) as the traditional console environment. This environment.

Hubs A Hub is a hardware device that connects many computers of other devices to each other. Some information that is sent to the hub can be send to other.

---Troubleshooting step by step. Introduction This presentation will guide you through checking the network problems while you try to access Internet.

Your Digital Technology Briefcase My information…when and where I need it.

Instructor Suleiman Muhammad (mcpn,mncs)

Story of Wi-Fi Note: Customer is facing any issue (No Browsing OR Authentication) and connected via Wi-Fi and unable to open modem page.

Attention After changing your internet browser (proxy) settings, you can only access those web sites allowed/directed by KHU Library. In order to browse.

Resetting your Connection Step by Step instructions on how to reset your broadband connection when your service is down.

IOAP Setup and Maintenance of Assessment Laptop. Introduction In order to have smooth functioning of laptops during ion assessments, a few setup activities.

Open-Ended Questions:Closed-Ended Questions: What problems are you experiencing? What software has been installed recently? What were you doing when you.

 Follow the steps in order to solve the sync issue with the best fitness trackers;best fitness trackers  1. Reboot your Fitness Tracker and the device.

Chapter 1-4 Home Networking. Introduction Setting up a home network is probably one of the first networks that the student sets up. This is an exciting.

Ch. 31 Q and A IS 333 Spring 2016 Victor Norman. SNMP, MIBs, and ASN.1 SNMP defines the protocol used to send requests and get responses. MIBs are like.

Name Your Account Type in a user name of your choice.

EMERGENCY RESPOSE SYSTEM “DIAL 100”. “DIAL 100” is an automated system to handle Public Distress by using PSTN, GSM/CDMA/Wireless Media, CTI based Solution.

Windows 10 Common VPN Error Tech Support Number

JK0-019 Dumps CompTIA Network+ Certification Exam

Local Network and Internet Access Network

Online Canon Printer Support & Customer Services

User Portal Error Messages

NetComm Wireless NB16WV-02 Training

Repair Outlook Error 0x800ccc78

Steps to Fix the Roku 3 Issues:

Fix Yahoo Mail Error Code 475

Broadband Components Customer Premises Equipment(CPE)

Implement Inter-VLAN Routing

MiCloud Office Using VLAN Tags

روش ساخت ارتباط PPPoE در سیستم عامل Windows 7

Fix Avast SecureLine VPN Unable to Establish a Connection Error

Revision of Simple troubleshooting

Implement Inter-VLAN Routing

Implement Inter-VLAN Routing

Implement Inter-VLAN Routing

While you turn on your HP PC, you may see that your framework is demonstrating a sudden blunder and the booting procedure stops. The presentation flashes.

Presentation transcript:

BROADBAND COMPLAINT BOOKING CALL CENTER HYD,AP TELECOM CIRCLE 1504 CALL CENTER IVRS In IVRS flow, Customer selects Option 1. Then call will be routed to a separate group of BroadBand positions. BroadBand position agent receives the call. Interacts with customer and based on the nature of complaint like Error 691, Error678, Error 769, Error676, Error 815,etc, provides online guidance to trouble shoot and restore the complaint. Otherwise, agent will book complaint in CRM( for CDR SSAs) / Dotsoft(for Non CDR SSAs) Based on the nature of the complaint, it will be routed online through Dotsoft to the concerned section like MDF, Outdoor, NIB,etc. SUBSRIBER NEXT SLIDE

FLOW CHART FOR BROADBAND FAULT HANDLING at Call Center START Problem with Broadband connectivity Is problem with 678 error? Physical connectivity problem may be there. Check all the RJ11 & RJ45 connections between Modem, Tel Line, PC. Reboot the computer and Switch off and on the modem. Try to Browse the internet. CAPS lock may be on. Check CAPS lock ON/OFF. Retype UN/PW correctly. Otherwise reset the password at call center. Try to Browse the internet Is problem with UN and PW (691 error)? No Yes May be a LAN problem. Check the status of LAN. Enable the LAN activity, reboot the computer and try to browse internet May be a problem with LAN.Check for proper LAN drivers, if not there reload drivers. Check the status of LAN. Enable the LAN activity, reboot the computer and browse internet. Yes Is problem with 769 error Is problem with error No Is the problem resolved Book Complaint in FRS No Customer Satisfied Yes

COMP CODEDESCRIPTIONROUTED TO ADSLF678 ERROR: NO ADSL LINKMDF ER678LINE/LAN/DSLAM BREAKMDF ER691ERROR 691: USERNAME/PASSWORD WRONGNIB ER769LAN DISABLEDOUTDOOR NDATNO DATA/SLOWMDF NINTADSL LINK GLOWING BUT NO BROWSINGMDF NMALNO MAILNIB OBCPOTHER BROADBAND COMPLAINTMDF VIRUSVIRUS PROBLEMOUTDOOR ER676PHONE LINE IS BUSYMDF BCCOOCOMPLETELY OUT OF ORDERMDF BCDILDISTURBANCE IN THE LINEMDF ROUTING OF BROADBAND COMPLAINTS Further call center will follow up the specific complaints like ER691, ER676,ER815 and customer repeated complaints, with field units.

COMPLAINT FLOW COMP CODEDESCRIPTIONROUTED TO - ACTION ADSLF678 ERROR: NO ADSL LINK MDF: Broadband will be tested with laptop at DLSAM port in MDF. If it is OK then it will be routed to OUTDOOR. (Other wise port side fault will be attended at MDF.) OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint. ER678LINE/LAN/DSLAM BREAK NDATNO DATA/SLOW NINT ADSL LINK GLOWING BUT NO BROWSING OBCPOTHER BROADBAND COMPLAINT ER676PHONE LINE IS BUSY BCCOOCOMPLETELY OUT OF ORDER BCDILDISTURBANCE IN THE LINE ER691 ERROR 691: USERNAME/PASSWORD WRONG NIB: Reset the password and informs the customer. NIB will route it to MDF for final clearance. MDF will verify with customer and closes the complaint. ER769LAN DISABLED OUTDOOR :OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF. MDF will test again and verify with customer. MDF closes the complaint. VIRUSVIRUS PROBLEM NMALNO MAIL NIB: NIB calls the customer and verify/configure the mail settings and restore the complaint. NIB will route it to MDF for final clearance. MDF will verify with customer and closes the complaint.

COMPLAINT FLOW FROM MDF For Complaint Codes: ADSLF, ER678, ER676, NDAT, NINT, OBCP, BCCOO, BCDIL MDF: Broadband will be tested with laptop at DLSAM port in MDF. If it is OK then it will be routed to OUTDOOR. (Other wise port side fault will be attended at MDF and verify with customer then close the complaint.) OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

COMPLAINT FLOW FROM OUTDOOR For Complaint Codes: ER769, VIRUS OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

BROADBAND COMPLAINT ( Error 691 ) HANDLING PROCEDURE 1504 CALL CENTER IVRS In IVRS flow, Customer selects Option 2 for Broadband Complaint Booking. Then call will be routed to a separate group of BroadBand Complaint Booking positions. BroadBand Comp Booking position agent receives the call. Interacts with customer and based on the nature of complaint like Error 691, verifies for P2 or P3 network and provides online guidance to trouble shoot and restore the complaint. If the problem is not resolved… The agent will inform such telephone numbers to TTA(CC). TTA(CC) will reset the password and inform the customer to verify. SUBSRIBER * This is also applicable to calls landed on 1500, for 691 error cases.

COMPLAINT FLOW FROM NIB For Complaint Codes: ER691, NMAL NIB :Reset the password and informs the customer. Closes the complaint. NIB will route it to MDF for final clearance. Verify / configure the mail settings and restore the complaint. NIB will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.