gprs/3g troubleshooter
DESCRIPTION
GPRS Troubleshooter is a web based tool designed to assist netork operation centres and customer services staff in detecting possible issues in GPRS/3G connections for clients.TRANSCRIPT
Executive summary • A customer with a GPRS/3G problem maybe stuck with the problem for a
few days without resolution. • The main cause is from the number of nodes in the network that are
interacting with each other. • Without end to end picture of the problem, i.e. From customer mobile to
network node, it may be difficult o resolve the customer problem
Customer with GPRS
• Call centres cost money to the Telco as well as to the customer • The more calls being generated to the call centre, the less customer
satisfaction there is.
Helpdesk or call centre
• A unique tool that can be deployed for Helpdesk staff or as customer self help solution that:• Reveals customers interaction on the network in real time• It captures what the customer is doing on the network and where the
problem is• Helpdesk staff can quickly identify the problem and when escalating to
2nd/3rd level support, all the necessary modes are identified as well as the root cause.
GPRS troubleshooter
GPRS problems
BTS
BSC SGSN GGSN APN
Call helpdesk?
Use self help?Opti
ons
2 days to resolution
Customer dissatisfaction
Customer
GPRS Troubleshooter, captures the customers interaction with the network in real time and
reveals where the problem on the network lies.
The problem could be on any of the nodes in the network.
GT overview
BTS
BTS
BSC
BSC
SGSN GGSN
HLR
APN Gb Gi
Gr
GPR
S Fa
ult
anal
ysis
tool
Mobility management
MS attach GPRS attach PDP context request
TMSIMNCMCCLACRAC
Search for the TMSI
Identity Request – TMSI Identity response - IMSI
IMEI Check RequestLocation Updating RequestUpdate LocationGMM Attach Complete
Activate PDP ContextDNS Query/response Create PDP Context RequestRadius Authentication RequestDHCP Address Request/ResponseCreate PDP Context ResponseActivate PDP Context Accept
GT structure G
PRS
Faul
t an
alys
is to
ol
MS attach GPRS attach PDP context request
TMSIMNCMCCLACRAC
Search for the TMSI
Identity Request – TMSI Identity response - IMSI
IMEI Check RequestLocation Updating RequestUpdate LocationGMM Attach Complete
Activate PDP ContextDNS Query/response Create PDP Context RequestRadius Authentication RequestDHCP Address Request/ResponseCreate PDP Context ResponseActivate PDP Context Accept
Customer number Network elements
Mobility management
0788893904
Problem ID Problem details
BTS BSC SGSN GGSN APN
0788893908 4087 Location updateBTS BSC SGSN GGSN APN
0788893956 98766 APN passwordBTS BSC SGSN GGSN APN
0788893961 87765 MS attachBTS BSC SGSN GGSN APN
0788893992 54676 DHCP BTS BSC SGSN GGSN APN
0788893932 Problem ID APN resourceBTS BSC SGSN GGSN APN
34543 PDP context
GT Dashboard
GPRS troubleshooter Telco
HelpdeskSelf help option Customer
Has a problem on his mobile
Web based logon
Helpdesk automatic reporting
Option to talk to Helpdesk
Phone based troubleshooter
Automatic link to helpdesk
Ordering GPRS Troubleshooter
• Web based solution • Available to Helpdesk,
Technical support & can be used as a customer Self help tool.
The tool
• Interacts with various nodes on your Telco network for the retrieval of data
Servers • 6 months project for integration with your network
• 4 man resources • software licence
Project
Contact details
www.riesgoriskmanagement.com
+ 44 (0) 7812039867