Before raising SR CC teams to check the following for GPRS

Before raising SR CC teams to check the following Need to check customer profile in HLR (all the three PDP contexts should be defined for internet, dive-in) Customer settings should be checked (Auto settings & manual settings) Balance should be minimum Re 1 per session login in core balance When ever customer is recharged with GPRS special Pack, he should use Internet APN ( there is difference in dive-in & internet settings, for Internet APN proxy should be disabled, IP address, Proxy port should be as 0.0.0.0.for Samsung higher models please check DNS status) most of the cases found when ever customer using internet APN proxy is enabled. Is the customer first time user or not. Is customer able to see GPRS symbol E or G (for Sony Ericsson make models globe will displayed) Is customer facing the problem in particular area or allover? Is customer browsing through pc (If customer is able to browse in mobile but not in PC, please dont raise SR as it is purely PC settings educational issues)

The following things are mandatory while capturing the SR

1. 2. 3. 4. Need to specify which APN customer is using and route to us if the customer is using internet APN only Weather E or G symbol is displaying or not Is sub able to browse earlier or not if he is able to browse earlier mention the time of problem occurred and error displayed . Is he facing problem in particular area or every where ?

The following SRs please dont route to CSO GPRS

Not able to connect to PC or laptop This is educational issue) All settings related issues should be handled at CC end itself ( Auto settings & educating manual settings) Speed issues Not able to browse in particular area only (Subscriber is able to browse in other areas and saying in particular area he is not able to browse) If customer is using Blackberry displaying Lower case letters should be routed to concern team Wrong charging on GPRS issues should not be routed to CSO GPRS. Unable to activate GPRS pack issues If customer is using dive-in APN dont route to CSO GPRS.

R.F.ISSUES
NO COVERAGE POOR COVERAGE CALL DROP GETTING ROUTE BUSY OR ERROR IN CONN SPEECH QUALITY REQD DATA TO BE CAPTURED COMPLETE PROBLEMATIC ADDRESS IS ISSUE WITH OUTDOOR /INDOOR IS SUBS FACING WHEN HE IS MOVING EXACT LOCATION TIME OF CALL TIME OF CALL ALTERNATE NO MANDATORY

SWITCH COMPLAINTS
1. 2. 3. 4. 5. NOT ABLE TO MAKE OUTGOING CALL TO A PARTICULAR NO NOT ABLE TO RECIEVE OUTGOING CALL TO A PARTICULAR NUMBER. NOT ABLE TO MAKE ANY OUTGOING CALL. NOT ABLE TO RECIEVE OUTGOING CALL. CROSS CONNECTION. GETTING WRONG ANNOUNCEMENT. ONE WAY SPEECH. ECHO IN VOICE CALLS. DESTINATION NO TARGET NO ORIGINATION NO LOCATION & LANDMARK FOR ONE WAY& ECHO-MO & MT WITH LOCATION

REQD DATA TO BE CAPTURED

HANDSET ISSUES
CASE : 1
CUSTOMER IS ACTIVATE INCOMING //OUTGOING CALL BARRING IN HIS HANDSET RESOLUTION: CUSTOMER IS ACTIVATE INCOMING CALL RISTRICTION.THROUGH THEIR HANDSET. EDUCATE TO THE CUSTOMER PLZ GO TO SETTING -->SECURITY->CALL BARRING-INCOMING//OUTGOING->CANCEL ALL->PASSWORD-->1234.from the same handset in which they have Put first SIM. H/S which are observed handset barring are-SPICE, KARBON, MAX, MICROMAX . NOKIA 1200,1209,1208,1600,2626. are major one.

CASE : 2
Check with CUSTOMER to check call forwarding to busy from target end. Please educate to cancel it from target end . Also same is not getting incoming As Getting prompt BUSY after 1 short ring . There must be forwarding to busy . Cancel through H/S call setting.

FOR CC FRONT-END TEAM

All process related to Basic checks have to follow before Lodging complaints full process have been explained to CC Front-end team and also basic check sheet have been given to them.( Each and Every Point of Basic Check Sheet Discussed and Explained). All Parameters Related to basic checks in HLR connector (Barring Related, Services Provisioning related etc) and IN Tool (Balance Related) have been Explained to CC team Leads. Educated Front-end Team to Check the History of Customer Account in Customer Complaint Section, so that If any Customer Complaint which is already open in SLA for any Specific issue should not be opened again with a new. Update should be given to customer regarding the existing complaint in the system which is open, else it increases the repeat Count. Planned Sites Updated Detail Sheet and Launched Sites Area Detail Sheets Explained and Shared with Front-end team and CSD Team, which has to be Updated in SEEDS. Sample SR's shared and explained where Incorrect, Incomplete Details are Captured and Educated CC Fronted end team to rectify this problem. Sample SR's shared and explained where Correct, Complete Details are Captured and Educated CC Fronted end team to Follow the Same Process For Effective Customer Complaint Resolution. Intimated Front-end Team to Follow HLR Connector, SEEDS, IN tool before Lodging any Complaint as All Parameters of Each Section Discussed and Explained also.