Professional Documents
Culture Documents
CHAPTER ONE
INTRODUCTIO
Telecommunication refers to long distance communication. At present such communication
is carried out with the aid electronic equipment such as radio, telegraph, telephone and
television. In earlier times however smoke signals, drums, light and various forms of
semaphore were used for the same purpose. The information that can be transformed can be
in the form of voice, symbols, pictures or data or a combination of these. The physical
equipment for a telecommunication systems include a Transmitter, one or more Receivers,
and Channel of communication such as the air, water, wire, cable, communication satellite or
some combination of these.
Today the backbone network is constituted from a variety of microwave, satellite and fiber
optic links. International access is provided by the PANAFTEL terrestrial microwave
network, connecting Ethiopia to the rest of the world via links of some neighboring countries.
For its international traffic links and communication services, ETC mainly uses its earth
station at Sululta which transmits and receives to and from both the Indian Ocean and the
Atlantic Ocean satellites making it easy to reach all over the world.
Radio division
Telephone division
Civil engineering division
Ethiopian Telecommunications service and ETA were in charge of both the operation and
regulation of telecommunications service in Ethiopia. Specifically ETA was responsible for
service quality check and price setting. On November 1996 the Ethiopian Telecommunication
service becomes Ethiopian Telecommunications Corporation by council of ministers
regulation no 10/1996. The subsequent proclamation 49/1996 expands the ETC duties and
responsibilities. By the year of 2005 on January ETC transferred from narrow band system to
broad band service.
As of 2007, IP based Next Generation Network of Fixed Telephone Lines, Third Generation
Network (3G) of mobile service based on Wideband Code Division Multiple
Access(WCDMA), Code Division Multiple Access (CDMA) and Dense Wavelength
Division Multiple (DWDM) based Optical Fiber Transmission have been introduced in
Ethiopia. when we come to recent days we can see the transformation from ETC to Ethio
Telecom. As a continuation of the last five years plan and after concentrating its efforts on
educations health and agriculture, the Ethiopian government have decided to focus on the
improvement of telecommunication service, considering them as a key in the development of
Ethiopia. Ethio Telecom was born on Monday 29th November 2010, from this ambition of
supporting the steady growth of our country as public enterprise on proclamation no
197/2010 of council of ministers. Ethio Telecom as a company is governed by the
supervision authority (board of directors). The organizational structure, vision and mission,
end users and services and products will be covered in the next sections of this chapter.
In line with its ambitious mission, Ethio Telecom has ambitious goals:
1.1.3 Vision:
1.1.4 Mission:
Build its managerial capability that enables Ethio telecom to operate an international
standard.
Call Baring: Baring national and international calls to control who makes these calls
using your fixed line.
Don’t disturb: do not disturb routes all your call to your voice mail
Call divert: incoming calls are sent to another number or mobile number.
Fixed Hot line: dial a number automatically when the hand set is lifted.
Call-Conference: lets you speak to two or more people at the same time.
Short number call: it is similar to the normal fixed line call except that this calls are
made through short numbers (three digits)
Before using this service the message service center should be set by putting
+251911299708.
Call divert
Call waiting
Is a feature that alerts someone using the phone to an incoming call and allows
switching between calls.
Call Barring
This service enables to restrict or bar certain or all types of calls to and from your
mobile phone
To use this service it needs to visit nearby sales office and subscription is required.
As per its corporate values, Ethio Telecom shall strive to commit to understand, meet and
exceed the telecommunications needs and expectations of the country at large and of
customers in particular. To this end, Ethio Telecom has recently launched a credit transfer
service for the pre paid mobile customers in order to meet the needs of communities living in
voucher card inaccessible areas.
The service is fast and easy since it is in user’s hands and does not require visiting Ethio
Telecom sales office.
Ethio Telecom has also introduced the USSD command service which has the following
advantages in recharging and balance inquiring:
It is customer user friendly (that is ,no time out, no error to network, no to follow
voice command)
C.GOTA
GOTA (Global Open Trucking Architecture) is a service given using the CDMA2000
wireless network for the purpose of group communication, the service allows two or more
individuals to communicate and also use it for private and group calls, and the service also
allows the subscriber to make external calls by also subscribing to the mobile wireless
service.
Users can subscribe for to make or receive calls with external network with full or
limited mobility
The ability to provide special services such as system paging, group paging, sub
group paging The ability to give organizations a user name and pass word to manage
their users remotely from their organization as per their requirement
medium and Ability to transport multiple signals and traffic types simultaneously.
Broad band internet is a relatively faster than narrow band internet service provided
thoroughly wired and wireless connections.
The wired broad band is provided through copper or fiber cables with different access
methods (ADSL). It can be provided with different speed depending on customer’s
requirement and the access they use.
The wireless can be given through EVDO, VSAT and AIRONET. EVDO is standard
for high speed wireless broad band. The acronym is short for “Evolution Data Only”
or “Evolution Data Optimized”. It is a CDMA technology that supports the high speed
internet data connection with peak speed of 3.1 mb/s and with an average speed of
800Kb/s-1.7mb/s. it works where ever CDMA network is available. EVDO is given in
both post paid and pre paid format. It is now available throughout Addis Ababa and
200 major towns and cities in Ethiopia. It is in bundled in three packages 1, 2 and
4GBs.
There are two types of roaming services. Broadband Internet services uses asymmetric
digital subscriber line (ADLS) and fixed wireless access (FWA) technologies.
1.3 Customer
Ethio telecom is the sole telecommunication operator in the country, every telecom service is
provided by the company. After the company is reborn as ethio telecom the number of
customers are dramatically increasing due to the services provided become more enhanced
both in coverage and quality.
There are two types of customers in the new Ethio telecom organization .Ethio telecom has
divided its customers to make clear and simple for user. The two types of Ethio telecom
customers includes:-
1 .Enterprise customers and
2 .Residential customers.
The Enterprise customers are those customers like governmental organizations, private
companies and nongovernmental organizations. Generally those customers who take a bundle
of services or organization of residential customers are Enterprise customers.
other hand the residential customers are those customers who are single users like me On the
and you. Ethio telecom has its own rule and regulations on how it gives services for those two
different classes of customers differently.
All the above services except data services are directly accessible by Individual customers
Board of Directors
Chief of Legal
Chief Security
Officer
Officer
Colonel Gudeta
Lemma Tesemma Olana
Chief of Sourcing
PMO officer
And Facilities Officer
Chief Residential Chief Enterprises Chief Customer Chief Technical Chief Information
Marketing and Sales Officer Services Officer Officer
Beside the main office structure, the company has 10 regional offices throughout the country.
These regional offices are located in main cities and they are also used as a regional gateway
(regional exchange).
The name of the regional offices are listed below
1. Addis Ababa 1 regional office(Addis Ababa)
2. Addis Ababa 2 regional office(Addis Ababa)
3. North eastern &Semera regional office(Dessie)
4. Northern regional office(Mekelle)
5. North western regional office(Bahir Dar)
6. Eastern &Jijiga regional office(Dire Dawa)
7. South western regional office(Jimma)
8. Southern regional office(Shashemene)
9. South eastern regional office(Nazret)
10. Western regional office(Nekemt)
The above figure clearly shows the work levels and work flows of ethio telecom. The figure
starts from the board of directors and chief executive directors, Chief finance officer and
internal Audit. The chief executive officer control and coordinate the lower branches. The
branches which are called Chief sourcing Facilities officer, Chief Operating officer, Chief
Technical Officer and Chief Technical Officer of all the regional divisions. When other sub
division such as Chief Operating officer is also controls Chief Residential Marketing & Sales,
Chief Residential Marketing & Sales Officer and Chief Customer Services Officer.
CHAPTER TWO
After the gate is opened and we join Ethiotelecom the first task we have done were taking an
induction training to introduce ourselves with the overall matters in Ethiotelecom. At the end
of the induction training we select the work section that we stay for the next four months in
Ethio telecom.
There are different divisions in ethiotelecom which are allowed for student to practice
during their internship for four month this division is:
The customer service division
The network division
The information system division and
The enterprise division
From these divisions the first division (The customer service division) has three
section under the main division. These departments are
Trouble Ticket section (TTS)
Customer Service section (CS)
Technical support section (TSS)
The selection process is by our chance we take a paper from a pot which contains the
name of the sections. by our chance we take a paper to join us to The customer service
division department.
As we totally explain in our monthly report of the internship practice we spent around
two weeks to start the practice session by some issues like work visit and arranging some
matters in the offices.
The contact center function using two access number those are 994&980
994 is dedicated for residential
Information the company on contacts profile to analyses reasons for calling
identify customer needs
Create trouble if tickets for incident that are not solved in first call
We practiced how to talk the customers and how to solve customers’ problem.
The work flow goes on by using the software known as IPCC (Internet Protocol Contact
Center) .These software is been held before three month on previous time they use NGCC
(Next Generation Contact Center) as a tool to contact customers. Since we practiced after
NGCC we don’t know that much about it ,all we know is they still use these NGCC for
registering TT (Trouble Ticket) .
CTI Technology
MSP Technology
It is a Technology that allows interaction on data.
UAP Technology
It is a Technology that allows interaction on voice
After the incoming call is forwarded out, the forwarded-to service agent
begins to talk with the customer. In addition, the forwarded-to service agent
can read the communication description that you enter and the information
about the service request type that you select.
State Description
Login A service agent logins to the system but he/she is not ready to serve/make
calls (on preparation) and only can receive call after clicking "service" tab
Idle State when a service agent is waiting for an incoming call allocated by the
system.
Arranging State when a service agent is processing the transactions related to calls
(such as filling in a service request) after a customer hangs up.
BUSY for(reason) State when a service agent shows busy.
Learning A service agent can enter the Learning state to perform operations such as
querying information, browsing bulletins and memos, and browsing
knowledge.
Step-1.Check whether the account exists on ZSMART and the status is not terminated
or blocked.
If there is no light on power advise the customer to powered the modem or making
on off the switch.
If there is no light Ethernet advice the customer to check his connection.
If there is no light on DSL or internet create TT.
If all lights are green proceed to the next step.
Step 3. Inform the customer to accessed his modem from his computer.
If the connection is ready to connect but have error code refer error code list and
provide solution.
If the problem cannot be solve online create TT.
A connection between two people a caller and called person is the basic service of all
telephone networks. To provide this service, the network must be able to set up and
maintain a call, which involves a number of tasks: identifying the called person,
determining the location, routing the call, and ensuring that the connection is
sustained as long as the conversation lass. In practice, the network has to find
solutions to three problems before it can even set up a call.
Where is the subscriber?
Who is the subscriber?
What does the subscriber want?
In other words, the subscriber has to be located and identified to provide him/her with the
requested services. Although, its frequency multiplexing greatly increases the system
capacity; the network intelligence enables the cell-crossing transit and roaming function and
increases the service scope, it has limitation.
There are many challenges we faced during our internship report in ethiotelecom.
The basic thing on facing challenges is that how much we are ready and able to
propose a solution and we have undertaken the solution in to practice and solve or
overcome the challenges we faced. By getting this in to our mind we try to propose
some solutions and we put them on practice. The measures we have taken to
overcome the challenges we faced can be listed as follows.
1. By dealing with our supervisors we got some documents and put all our effort to read
them. After reading those documents we got some basic knowledge about customer
services of ethiotelecom. Basically we are going to study about the software base
switch (soft switch) operation and their function in ethiotelecom.
2. As explained before we are going to search for the appropriate materials from our
supervisors for practice and we get one computer with two or three students .But this
is not enough for us but we are still continue or work by sharing knowledge we have
got from ethiotelecom documents.
3. In our department which is customer services our supervisor is busy but by asking our
supervisors repeat we try to contact any supervisor and customer worker to see some
customer of ethiotelecom
CHAPTER THREE
OVERALL BENEFITS OF THE INTERNSHIP
After our university was accepted these programs from the ministry of education we are
implement this program to develop our theoretical knowledge toward practical knowledge. In
addition to practical knowledge we also get many things like how we can operate and next
generation network (NGN) , Internet Protocol Contact Center (IPCC) based on software
switching and sub netting of internet protocol by sharing with our theoretical knowledge we
got before.
In university we learnt more theoretical, calculation and some laboratory techniques (labs)
parts until four year second semester. This was very important for us to share some of our
knowledge with ethiotelecom Company. In case of practical and theoretical knowledge we
learnt more about data communication and communication like that of how we are working
with application layer .
during the internship, we are able to know that understanding the courses is not the only
requirement to be a good worker, but additional skills are needed. This includes:
Having a good work ethics
Having a good inter personal communication skills
Having a good team playing skill
Being able to relate different courses to build and understand a given system
Being initiative and having a good perception about your works
Increase practical skills
Develop communication skills
Asking different questions from ethio telecom workers, ZTE workers, advisors
Using reference books
By using internet resource
The theoretical knowledge that we have gained to understood that for system that have
different electrical and electronic devices we have to take care of their safety and ourselves.
Generally from the internship we have upgraded our theoretical knowledge regarding
wireless communications in addition to formal learning.
Work discipline or desired work behavior can be achieved only by obeying and respecting
the moral or ethical standards of profession. Ethical standards enable workers to distinguish
Shall have good relations with the factory administration and the employees.
CHAPTER FOUR
CONCLUSION AND RECOMMENDATION
4.1 CONCLUSION
In the last sixteen weeks long internship program, we have really transformed from the
theoretical world to the practical and touchable world. This program actually created a great
deal of opportunity to check ourselves about how good we are in accepting and handling our
responsibilities and generally helped us to recognize who really we are regarding the way that
we handle problems and design solutions, communicate with colleagues, develop
entrepreneurship skills and so on. The performance department where we have spent most of
our internship time is a section which the performance of the outcomes of every departments
are seriously followed up and analyses are made. Therefore customer complaints and
questions are handled and got solutions in this department. This in turn greatly helped us in
developing skills as to how we can manage these complains and questions and treat our
customers. Specially, the optimization process which is the base for improving the network
performance with the existing resources is very exciting and helped us to explore and
investigate the whole customer related conditions. Because, its critical target is to increase the
utilization of the network resources, solve the existing and potential problems on the network
and identify the probable solutions for future network planning which is directly related to
customer demands.
The key transition from the first to the second generation was due to digitalization, i.e., while
1G was based on analog technology, 2G was based on digital signal processing techniques.
The transition from 2G to 2.5G was based upon the introduction of data service and packet
switching methods. This new methods enabled the introduction of new services, namely the
Internet. With 3G this scenario was further improved with a focus in new services, instead of
only improving technology to provide higher data rate and broader bandwidth.
Generally, what we have gained from the internship program can be shortly listed as follows.
1. We would strongly recommend that ethiotelecom should provide some bonus and
appreciation for the interns so that the interns would be initiated and moralized to accomplish
many important and problem solving ideas
2. The ethio telecom Addis Ababa(legehar branch) is very profitable and economically
3. When the problem occurred at to save workers time, the problem is not solved quickly.
4. There is no common assistance for internship students.
5.We also recommend Jigjiga University Department of Electrical and Computer Engineering
to send mentors to ethiotelecom periodically that is every month so that they should have to
check the student result.
4.3 References
1. GSM manual
2. GSM/GPRS Evaluation and optimization tools
3. Day to day activity note book of ourselves
4. Ethiotelecom workers
5. Different ethiotelecom’s documents
6.www.ethionet.et
4.4 Appendix