1. APPROACH TOWARDS SOLVING CUSTOMER PROBLEMS
11/24/2018
Data Networks, BSNL, New Delhi

2. Data Networks, BSNL, New Delhi
WHAT IS NEEDED ?
Will to solve the problem ?
Ability to put yourself in customer’s shoes
Access to a few tools
Ability to educate the customer
Escalating the problem with detailed observation, if needed…
Knowledge of Commercial Aspects of Service
Please Do Not Make Mistakes
Problem solving is an Art………..
11/24/2018
Data Networks, BSNL, New Delhi

3. Data Networks, BSNL, New Delhi
Routing
Ping, Extended Ping
Traceroute, Extended Traceroute
Ping local and remote WAN interfaces
Ping & traceroute to & from route-server.cerf.net/route-server.exodus.net
Check status of your own router
Check the status of all links
MRTG Graphs
11/24/2018
Data Networks, BSNL, New Delhi

4. Data Networks, BSNL, New Delhi
Routing
Check for link flapping
Check the load on links (is it above 90%)
Check if the load on links is equally distributed
Check if by mistake the links have got cris-crossed
Check for name resolution
11/24/2018
Data Networks, BSNL, New Delhi

5. Data Networks, BSNL, New Delhi
Authentication
Check for link flapping
Session Count
Check for type of account
Check for account status
Check for Radius/LDAP reachability
Check for CLI
Check for dialup username/password
11/24/2018
Data Networks, BSNL, New Delhi

6. Data Networks, BSNL, New Delhi
Authentication
Try with a operational account
Check for modem status
Use hyper-terminal to check for connectivity in case of ISDN
Change password
Common Problem/Problem with few users
Check for NAS ports
11/24/2018
Data Networks, BSNL, New Delhi

7. Data Networks, BSNL, New Delhi
Authentication
Check for stability of E1R2/E1PRI links
Check for exchange clock
Try at low speed
Authentication failure /Backup Authentication
Never worked/renewed/deleted?
11/24/2018
Data Networks, BSNL, New Delhi

8. Data Networks, BSNL, New Delhi
Check telnet port 25
Check telnet port 110
Check mail within sancharnet
Check mail to/from outside world
Check for proper configuration of senders address
Check for o/g and I/c mail mail server entries
11/24/2018
Data Networks, BSNL, New Delhi

9. Data Networks, BSNL, New Delhi
Check against anti-spamming/relay
Check for error message
Identify if the problem is w.r.t. specific sender, specific recepient, specific recepient domain or a common problem
Use Netscape Messenger for testing
Refer Mail FAQ
11/24/2018
Data Networks, BSNL, New Delhi

10. Clarity on Commercial Aspects
Types of Services
Subscription Period
Tariff
Terms and Conditions
11/24/2018
Data Networks, BSNL, New Delhi

11. Data Networks Helpdesk
URL:
Valid Username and Password Required
Problems not supported with observations and complete details are “Ignored”
Problems escalated under incorrect category are also “Ignored”
Problems where further information is needed and the same is not provided are also ignored
11/24/2018
Data Networks, BSNL, New Delhi

12. Data Networks, BSNL, New Delhi
Problem Categories
Authentication
Account Creation/Deletion/Renewal
Routing
Hardware
11/24/2018
Data Networks, BSNL, New Delhi

13. Data Networks, BSNL, New Delhi
NIB Info
Must be visited daily by Node Incharges and Circle Coordinators
Message Board on CIM – Must be seen by the Node Incharge regularly. Only method of providing “Quick Info” to Node Incharge
11/24/2018
Data Networks, BSNL, New Delhi

14. Don’t Make Mistakes In putting the routing
Changing Configuration – Router, RAS etc
Account Creation – DialupuserID, Package
Renewal – Status, Package
Not Reading the Instructions
Not Following the Instructions
Saves Valuable Resources and Avoids Customer Dissatisfaction
11/24/2018
Data Networks, BSNL, New Delhi

15. Data Networks, BSNL, New Delhi
Thank You
11/24/2018
Data Networks, BSNL, New Delhi