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Copy right 2008 PTCL - All rights reserv ed. No part of this work, which is protected by c opy right, may be reproduced in any f orm or

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DEPARTMENTAL OPERATIONAL MANUAL

Contact Centre Lahore

Standard Operating Procedures for CMS BROADBAND Layer II

Prepared By: Training TeamReviewed By:

Approved By:

Atif Ullah (Manager Operations CDAS-CMS Lahore/PTCL)

Naveed Akhtar (SM CC Lahore/PTCL)Date: 14 July 2012Ref: CC-1218/DOPM/07/01Status: Final VersionSec. Class: Internal & Confidential


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Internal & Confidential

Author:CMS Training Team CC-Operational Manual Page 2 of 21Date: 14 July 2012 Internal & Confidential

DISTRIBUTION LIST

COPY # Name Designation SIGNATURE DATE

1 Naveed Akhtar SM Contact Centers

2 Atif Ullah Manager Contact Center

3 Fiaz-ul-Amin A.M Q.A &Training

4 Humera Ghulam Rasool A.M CDAS/CMS

5 Muhammad Faheem A.M CDAS/CMS

6 Umer Rabbani A.M CDAS/CMS


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SECTION I

TABLE OF CONTENTS

SECTION I TABLE OF CONTENTS.......... ........ ......... ....... ........ ........ ......... ....... ........ ......... 3SECTION II AMENDMENT SHEET.......... ........ ......... ....... ........ ........ ......... ....... ........ ......... 4

PART 1 EXECUTIVE SUMMARY OF QA PROGRAM ................................................ 5SECTION 1.1 ................................................................................................................ 6EXECUTIVE SUMMARY ............................................................................................... 6SECTION 1.2 ................................................................................................................ 7

PURPOSE & OBJECTIVE OF THE MANUAL ................................................................. 71.2.1 Purpose ....................................................................................................... 71.2.2 Scope .......................................................................................................... 7

1.2.3 Responsibilities ............................................................................................ 7

PART 2 PROCESS FLOW DIAGRAM FOR BB LAYER II TECHNICAL SUPPORT 8

SECTION 2.1 SOP FOR BB COMPLAINT HANDLING ............... ......... ........ ......... ........ .. 92.1.1 Complaint Handling Procedure ...................................................................... 92.1.1.1 Introduction .............................................................................................. 9

2.1.1.2 Receiving of Calls ........ ........ ......... ....... ........ ........ ......... ....... ........ ........ ..... 92.1.1.3 Probing & Resolution ................................................................................ 92.1.1.4 Closing Call .............................................................................................. 9

2.1.2 Process Flow Diagram for BB Technical Support ....... ........ ........ ......... ........ .. 102.1.3 Reference Documents/Applications.............................................................. 11

PART 3 COMPLAINT WISE SOPS FOR BB LAYER II TECHNICAL SUPPORT .. 12

SECTION 3.1 COMPLAINTS ....................................................................................... 133.1.1 DSL LIGHT IS BLINKING ............................................................................ 13

3.1.2 DSL LIGHT OFF ......................................................................................... 143.1.3 FREQUENT DISCONNECTION ........................Error! Bookmark not defined.3.1.4 SLOW SPEED ISSUE................................................................................. 14

3.1.5 INTERNET LIGHT OFF............................................................................... 153.1.6 INTERNET LIGHT ON/NO BROWSING ....................................................... 17

3.1.7

LIMITED OR NO CONNECTIVITY / CROSS ON LAN ........ ........ ......... ....... ... 17

3.1.8 BACKEND ISSUE / NETWORK OUTAGE ........ ........ ........ ........ ........ ........ .... 173.1.9 CUSTOMER IS NOT IN FRONT OF COMPUTER .......... ......... ........ ....... ...... 183.1.10 DELAY CONNECTIVITY (Did not understand).............................................. 18

3.1.11 SPECIFIC WEBSITE ISSUE ....................................................................... 18 3.1.12 BNCC DOWN............................................................................................. 183.1.13 SMTP ........................................................................................................ 18

3.1.14 PORT UPGRADATION ............................................................................... 193.1.15 PORT HANG .............................................................................................. 193.1.16 GAME PORTAL ISSUE............................................................................... 20

3.1.17 MODEM NOT ACCESSIBLE ....................................................................... 203.1.18 PORT PROFILE & LINE PARAMETERS COMPLAINT ...... ........ ......... ........ .. 203.1.19 Wi-Fi CONNECTIVITY/ BROWSING ISSUE ............... ......... ........ ......... ........ 20


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SECTION II

AMENDMENT SHEET

ISS.

# DATE PAGE # SECTION

SUB-

SECTION NATURE OF AMENDMENT

DONE

BY

01 14-07-

2012

Complete Document TrainingTeam


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PART 1

EXECUTIVE SUMMARY OF QA

PROGRAM


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SECTION 1.1

EXECUTIVE SUMMARY

A Quality Assurance Program has been launched for the PTCL to perform

effectively control and improve its performance. The prime focus of this program isto increase its customers satisfaction level, raise its service quality, improveinternal working efficiency, and give the company a strong local and global

credibility.

The deep sense of commitment of different departments for the achievement ofthe Quality goals must be understood from top to the lowest level of management

and employees. For this reason, Contact Centre has developed a DepartmentalOperational Manual to perform efficiently and effectively for the achievement of theQuality goals.

We are confident that together we shall be able to raise the service Quality of thePTCL and make it a role model for the other telecommunication companies inPakistan.


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SECTION 1.2

PURPOSE & OBJECTIVE OF THE MANUAL

1.2.1 Purpose

The purpose of this document is to provide guidelines to the agents so thatthey could provide standardized and accurate information to the customers. Itwill also assist the Quality Evaluators to evaluate the calls by following thesame procedure and information.

1.2.2 Scope

This Manual is applicable to PTCL CMS Contact Center Operations (1218).

1.2.3 Responsibilities

Senior Manager CDAS is responsible for implementation of the Manual with

true letter & Spirit.

Manager is responsible to ensure that Manual is well understood by all

CSA/CSE/TSA and they are following the manual during execution ofoperational activities.

AM Operations is responsible to ensure that the manual is well understoodby all CSA/CSE/TSA.

Team Leaders are responsible to follow the SOP and complete their daily

assigned tasks and meet the targets.

Customer Services Agent (CSA/CSE/TSA) is responsible to follow the

related SOPs in the manual and to guide the customer accordingly.


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PART 2

PROCESS FLOW DIAGRAM FOR BB

LAYER II TECHNICAL SUPPORT


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SECTION 2.1

SOP FOR BB COMPLAINT HANDLING

2.1.1 Complaint Handling Procedure

2.1.1.1 Introduction

CSA/CSE/TSA receive calls and offer opening greetings and then askprobing questions to diagnose the problem according to customercomplaint and then windup the call if problem resolved otherwisetransfer the call if problem related to Level 2 or register the complaintin CRM if problem diagnosed on Level 1.

2.1.1.2 Receiving of Calls

Call landed on the system (IVR), system transfers the call through

ACD to CSAs and CSA/CSE/TSA receives calls through CISCO IPCCapplication.

2.1.1.3 Probing & Resolution

CSAs diagnose the problem through probing questions and thenprovide proper resolution accordingly, and register the complaint inCRM and provide complaint number to the customer (If required).Customer receive complaint number confirmation SMS on cell numberright after the complaint registration in CRM.

2.1.1.4 Closing Call

After the complaint resolution or completing the required task,CSA/CSE/TSA provides closing greeting to end the call.


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2.1.2 Process Flow Diagram for BB Technical Support

Start

Landing of the

calls on the

system

Offer Opening

Greetings to thecustomer

End

Offer Closing Greetings

to the customer

Provide Required

Solution

Complaint

Resolved Online

Yes

Complaint register in

CRM & complaint

number is sent on

alternate contact cell

number

Process Flow Diagram for CMS Broadband Layer II

CSA/CSE/TSA Document

CISCO Application

Responsibilities

Transferring of calls

to CSAs by the

system

Customer Complaint

Problem Identification

QA Guidelines

Operational Guidelines

CRM Application

QA Guidelines

CSA/CSE/TSA

Customer

CSA/CSE/TSA

CSA/CSE/TSA

CSA/CSE/TSA

CSA/CSE/TSA

System

No


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2.1.3 Reference Documents/Applications


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PART 3

COMPLAINT WISE SOPS FOR BB

LAYER II TECHNICAL SUPPORT


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SECTION 3.1

COMPLAINTS

3.1.1 DSL LIGHT IS BLINKING

For Copper:

Calling from different line

Check the Splitter connection, wires should be plugged in their relevant ports,

Then by pass splitter and check if both (DSL & Telephone line) are not working Register

NO Dial tone complain in CMS.

If only DSL is not working then Check Current Sync Status from DSLAM Portal

Modem Un-Sync In DSLAM Portal: Register (SYNC LOSS) complaint with precise

remarks

Modem Un-Sync / No Data In DSLAM Portal: Register (SYNC LOSS) complaint and also

note Number in DSLAM sheet in relevant category.

If modem gets sync during conversation then follow the steps for frequent

disconnection/slow browsing low line parameter

Calling from same line

Check the Splitter connection, wires should be plugged in their relevant ports.

Check Current Sync Status from DSLAM Portal

Modem Un-Sync In DSLAM Portal: Register (SYNC LOSS) complaint with precise

remarks

Modem Sync / No Data In DSLAM Portal: Register (SYNC LOSS) complaint and also

note Number in DSLAM sheet in relevant category.

If modem gets sync during conversation then follow the link frequent disconnection/slow

browsing low line parameter

For ONU:


Check the Splitter connection, wires should be plugged in their relevant ports,


NO Dial tone complain in CMS.

If Only DSL is not working, register the complaint SYNC LOSS.


browsing low line parameter.


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Check the Splitter connection, wires should be plugged in their relevant ports.

If Still DSL light blinking, register the complaint Sync Loss.



3.1.2 DSL LIGHT OFF


Check the Splitter connection, wires should be plugged in their relevant ports, Check

phone line plugged in modem.


NO DIAL TONE complain in CMS.

If Only DSL is not working, register the complaint SYNC LOSS.




Check the Splitter connection, wires should be plugged in their relevant ports. Check

phone line plugged in modem.

If Still DSL light blinking, register the complaint Sync Loss.

If modem gets sync during conversation then follow the link frequent

disconnection/slow browsing low line parameter.

3.1.3 Frequent Disconn ection

With Sync Loss

Ask about internal wiring or Joints in phone line / remove and try to use direct wire

for DSL.

Electric power fluctuation or placement of modem near heavy electric wires.

Check the Line Parameter details from DSLAM.

If low parameter then enter the complaint for Line fault (slow browsing low line

parameters)

If old line record i.e.: SNR and ATTENUATION data is fine then enter the

complaint for ( Splitter)

Without Sync Loss


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Check the line parameter.

If line parameters are fine then Assign a (technical visit)

Note: If customer facing disconnection issue in specific timings then agent has to register the

complaint for Technical Visit with precise remarks.

3.1.4 Slow Browsing / Downloading Issue

Ask for the Number of System activated at this time and verify if the same

number of list is available in ARP table.

If customer use in more than one system then ask customer to check in a single

system

IF on single system then check the download from SPEEDTEST. PTCL.NET Or

DOWNLOAD.DSL.NET.PK

If the value is 60% of its actual Package then guides the customer accordingly.

IF the value is below 60% then

i.Check line parameters from DSLAM in case of copper and In Case of ONU

check from Modem Console.

ii.Also check whether username with which modem configured is according to

the BNCC details, if not then reconfigure the modem with actual username as

per BNCC details.

iii.System (Anti virus, Spyware and torrent etc)

If still then enter the complaint for (SLOW BROWSING NETWORK ISSUE).

Conditions:

1. Check the Line Parameters by opening the modem interface,

If SNR > 10 & Attenuation < 45, register Slow browsing (Network Issue) in

CMS/CRM with precise remarks.

If SNR < 10 or Attenuation > 45, register Slow browsing (Low parameters)

complain in CMS/CRM with precise remarks.

If SNR 10 (stable) & Attenuation > 50, register Slow browsing (Low parameters)

complain in CMS/CRM with precise remarks.

In both cases, if customer is hyper and repeatedly calling since 2 days for

slow browsing, Register his complain Technical Visit required in CMS/ I-

CLICK/CRM with precise remarks.

3.1.5 INTERNET LIGHT OFF

DSL light is sync/stable.

Check the connection status in BNCC


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Check backend issue if reported

Bridge Mode

Ask him to dial and then ask about error.i. For 769: Ask customer to enable the LAN card and then connect if still problem persist

then try to convince the customer to reinstall/check LAN Card if customer insist then

Register (Technical Visit) complaint.

ii. For 678: Check VPI/VCI and CONNECTION TYPE in modem console if still problem

persist then

Reset Port in DSLAM in case of copper. If STILL not working and message appear:

No Message (Enter Port Hang Complaint)

Successfully Reset but still problem persist then Register (Port Hang) Complaint.

MSAG Failed then Register (Network Problem) complaint.

iii. For 691: Check AAA session and then retry after changing the PWD if required

reconfigure the modem if problem still persist then Register (Authentication Issue)

complaint.

Routed Mode

CASE 1 [Shiro, Zte blue (new and old), Zte white (new), Hg510,

an1020 (both)

Check the WAN status from modem console.

In Case of PPP down Issue

Reconfirm VPI/VCI in modem if problem persist.

Reset Port in DSLAM in case of copper. If STILL not working and message appear:

No Message (Enter Port Hang Complaint)

Successfully Reset but still problem persist then Register (Port Hang) Complaint.


In Case Of Authentication Issue:

Change Password and Edit from Modem.

If still problem persist then Register (Authentication Issue) complaint with precise

remarks in CMS/CRM.

CASE 2 (Other Modem)

1. Reconfigure Modem. If Still not Working then

a. In case of Copper Reset Port from DSLAM. If still not working and message appear:

No Message (Enter Technical Visit Complaint)

Successfully Reset but still problem persist then Register (Technical Visit) Complaint.


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b. Enter the complaint for Technical Visit in case of No Data or ONU.

IF the complaint is pending last 24 hours then reconfigure the modem, and guide accordingly

3.1.6 INTERNET LIGHT ON/NO BROWSING

Check Backend issue if reported then follow step of Backend Issue.

Check WAN IP from AAA/Modem Console.

If IP is 172.xxx.xxx.x of normal BB user.

Check Bad attempts from Web Admin Portal

If there is bad attempts then Change password according or reconfigure the modem and

if still problem persist then Register (Authentication Issue) complaint.

If WAN IP normal then check TCP/IP &DNS settings should be on automatically mode in

LAN/Modem console. (In case of limited connectivity follow the SOP of limited

connectivity).

Proxy settings should be unchecked in the internet options.

Check on different Browser if available.

Open Modem Console

Check NAT & Default Route should be enabled (Optional).

If the modem is SET to Factory Default. Then reconfigure the modem

If Still Not Working then enter the complaint for (Technical Visit)

3.1.7 LIMITED OR NO CONNECTIVITY / CROSS ON LAN

Agent can assign manual IP in LAN while preferred DNS should be given same as default

gateway.

Check the Cable connectors are properly inserted in modem and LAN card.

Swap the cable

If issue persists then enter (Technical visit)

3.1.8 BACKEND ISSUE / NETWORK OUTAGE

If backend issue declared

For Urdu: Moaziz Sarif ap ki mutalka exchange main connectivity problem hai / For

English: Dear Customer, this is a Temporary network outage, please wait for some time.

Enter remarks in I-CLICK and CMS/ CRM precisely for each call without registering

complaint.


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If customer called 4th time in the same downtime then enter a complaint in CMS/CRM.

I.e.: Network issue.

If customer insists to register complaint then register NETWORK ISSUE complaint.

3.1.9 CUSTOMER IS NOT IN FRONT OF COMPUTER

Request the customer to come in front of the system.

If he is not willing to do then mark a complaint for the requested issue by the customer

i.e.: SYNCLOSS in case of DSL UNSYNC and in case of internet light off or slow

browsing mark a complaint for TECHNICALVISIT.

3.1.10 DELAY CONNECTIVITY (Did not understand)

In case of delay connectivity guide customer to wait for 2-3 hour (with proper comments in

CRM and I-CLICK) and if customer repeat after 2-3 hour forward Technical Visit Required

complaint

3.1.11 SPECIFIC WEBSITE ISSUE

Ping the site. If OK then ask customer to retry in different browser.

If not getting reply then ask customer to email on [email protected] with

screenshot of reply and also register his complain Website not accessible with remarks

in CRM and I-CLICK.

3.1.12 BNCC DOWN

If Modem sync then ask customer for username and password.

If Customer dont know the Username/PWD then Ask customer to wait to 1 hour or

confirm from T.L for execution time, If customer call back again after the Given time then

send the number to call out and do not refer to 1236 for such type of case.

3.1.13 SMTP

PTCL DOMAIN USER

Agent will provide all setting related to MS Outlook or Outlook Express.(As provided in I-

CLICK PORTAL)
mailto:[email protected]:[email protected]


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OTHER DOMAIN USER

Provide address / configure, smtp.ptcl.net If problem persists

then register complain SMTP Problem in CRM with precise remarks and Ask Customerto send e-mail to [email protected]

If customer repeated before 24 hours, agent will ask user to wait further till 24 hours then

agent will consult/handover this complain to T.L for feedback and to escalate the

complain to Coordinator for urgent rectification.

3.1.14 PORT UPGRADATION

Check the BNCC for package if mismatch according to customer information thenguide customer accordingly about the current package, otherwise

Check the Line profile(Parameters) and port profile from the DSLAM portal / modem

console

If line parameters are weak then register SLOW BROWSING LOW LINE

PARAMETERS complaint

If parameters are fine and port profile (ds/us rate) are not according to package

register PORT UP GRADATION complaint with precise remarks.

If Parameters are fine and Port profile is unstable in DSLAM History then register

SLOW BROWSING LOW LINE PARAMETERS complaint.

If above steps are normal then check user name profile in AAA,

If User profile mismatch in AAA with his BnCC package then Register (Port Upgradation) complaint and also number forward to TL/Coordination and enter remarks

in CMS/CRM.

If All the above factors are fine then

Check downloads from speedtest.ptcl.net

If customer is getting 60% of his package speed it will be considered as fine. If

required then explain to customer that it is a shared link not CIR (Dedicate link).

3.1.15 PORT HANG

Check backend Issue, if reported.

Check previous remarks in CMS & I-CLICK.

If customer repeat within 24 hours of his complain Check if dialer is created ask

customer to Redial if still same error then Port hang(which is already registered),

ask the user to wait up to 24 hours for rectification of his complain.

If Customer repeats after 24 hours then agent will make sure the DSL light stable

and check previous remarks in CMS & I-CLICK Reconfigure the modem accordingly if

problem persist then Register Port hang complaint i f already registered ask customer

to wait.


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3.1.16 GAME PORTAL ISSUE

Check Line Parameters from DSLAM /Modem console

If Parameter are low then Complaint (Low Line Parameter).

If Line Parameters are fine then Complaint in I-CLICK in (other)

If Repeated customer for Same Issue (Technical Visit)

3.1.17 MODEM NOT ACCESSIBLE

Remove Networking If there.

Check TCP/IP setting should be on auto mode to check modem gateway from support or

details in LAN status.

Check LAN Light status on modem if off, then swap the Ethernet cab le, if still issue

persist register Technical visit complaint

If LAN light is on then Ping default gateway

a. If ping ok then check browser proxy setting and change browser i f available. Try to

convince the customer to change browser / reinstall windows oth erwise register technical

visit complaint

b. If ping is abnormal Register (Technical Visit) complaint

3.1.18 PORT PROFILE & LINE PARAMETERS COMPLAINT

If Profile is LOW and Parameters are Fine then (Port Up gradation)

If Profile is Fine/Greater and Parameters are Low then (Low line Parameters)

If Both Profile and Parameter are Low then (Low line parameter will be 1st

Complaint and afterwards Port up gradation if required)

3.1.19 Wi-Fi CONNECTIVITY/ BROWSING ISSUE

Check W-LAN Light on the modem and on System/laptop.

Remove Old Profile from System/ laptop.

IP should be on auto mode in Wi-Fi Connection in system/ laptop.

In case of modem An1020-25 reset W-LAN from modem console by connecting

through LAN cable.

If still issue Persist enterTECHNICAL VISIT REQUIRED complaint.


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O

NOTE:

No Cell Phone Support will be provided.

No 3rd party IP Camera Support

Inbound agent will transfer the number to call out In case a Customer is unable to

configure a third Party Router or taking too much time

Outbound Agents can register Technical Visit In case a Customer is unable to

configure a third Party Router

IF CSE configured modem on Bridge mode then he must change mode again on

Routed mode on the same call.

CSE should enter proper remarks in CMS and I-CLICK what he did during call

Also if he change password then he must enter UN/PW in remarks of I-CLICK / CMS

/ CRM

In case of VDSL, GPON and VPN handover the number to TL or Coordinator.

In case of BDSL handover the number to TL or Coordinator and also register

complaint on CMS/CRM.