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APPROACH TOWARDS APPROACH TOWARDS SOLVING CUSTOMER SOLVING CUSTOMER

PROBLEMSPROBLEMS

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WHAT IS NEEDED ?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………..

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RoutingRouting

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

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RoutingRouting

Check for link flappingCheck the load on links (is it above 90%)Check if the load on links is equally

distributedCheck if by mistake the links have got cris-

crossedCheck for name resolution

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AuthenticationAuthentication

Check for link flappingSession CountCheck for type of accountCheck for account statusCheck for Radius/LDAP reachabilityCheck for CLICheck for dialup username/password

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AuthenticationAuthentication

Try with a operational accountCheck for modem statusUse hyper-terminal to check for

connectivity in case of ISDNChange passwordCommon Problem/Problem with few usersCheck for NAS ports

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AuthenticationAuthentication

Check for stability of E1R2/E1PRI linksCheck for exchange clockTry at low speedAuthentication failure /Backup

AuthenticationNever worked/renewed/deleted?

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EmailEmail

Check telnet port 25Check telnet port 110Check mail within sancharnetCheck mail to/from outside worldCheck for proper configuration of senders

email address user@sancharnet.inCheck for o/g and I/c mail mail server

entries

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EmailEmail

Check against anti-spamming/relayCheck for error messageIdentify if the problem is w.r.t. specific

sender, specific recepient, specific recepient domain or a common problem

Use Netscape Messenger for testingRefer Mail FAQ

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Clarity on Commercial Clarity on Commercial AspectsAspects

Types of ServicesSubscription PeriodTariffTerms and Conditions

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Data Networks HelpdeskData Networks Helpdesk

URL:– http://www.dnw.bsnl.co.in

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

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Problem CategoriesProblem Categories

AuthenticationAccount Creation/Deletion/RenewalRoutingEmailHardware

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NIB InfoNIB Info

http://www.dnw.bsnl.co.in– 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

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Don’t Make MistakesDon’t Make Mistakes

In putting the routingChanging Configuration – Router, RAS etcAccount Creation – DialupuserID, PackageRenewal – Status, PackageNot Reading the InstructionsNot Following the Instructions

Saves Valuable Resources and Avoids Customer Dissatisfaction

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