Reason-wise Tagging and Documentation

Mobile Master November 10, 2023

 

Issue wise Tagging

  1. No Connectivity (Legacy)-->No Connectivity (Without Led)--->note to partner--->pending partner.

  2. No Connectivity (Legacy)-->No Connectivity (With Led)-->And found that with direct cable internet is working, the issue is with the router--->Solve--->Ask the user to contact router support.

  3. No Connectivity (Legacy)-->No Connectivity (With Led)--->And found that with direct wire also the internet is not working-->Note to Partner--->Pending Partner.

  4. No Connectivity (Fiber ONU AC+Wifi)-->LOS Red & PON Off--> Note to partner--->Pending partner.

  5. No Connectivity (Fiber ONU AC+Wifi)-->LOS Off & PON On-->Open-->Note to Excitel Supervisor Team

  6. No Connectivity (Fiber ONU 1G)-->LOS or REG Red--> Note to partner--->Pending partner.

  7. No Connectivity (Fiber ONU 1G)-->LOS or REG Green/Blue-->And found that with direct wire also the internet is not working-->Note to Partner--->Pending Partner.

  8. No Connectivity (Fiber ONU 1G)-->LOS or REG Green/Blue-->And found that with direct cable internet is working, the issue is with the router-->Solve-->Ask the user to contact router support.

  9. No Connectivity Issue (MAC Validation Failed Fiber)-->Open-->note to Excitel-->Fiber

    Coordinator

  10. No Connectivity Issue (NAS Port Validation Failed Legacy)-->Open-->Note to Excitel-->Supervisor Bin

  11. No Connectivity Issue (NAS Port Validation Failed Fiber)-->Open-->Note to Excitel-->Fiber

    Coordinator

  12. No Connectivity Issue (Password check Failed Fiber)-->Configure the router/ONU-->Solve-->

    ***In case the Agent was not able to configure the “Router” even after resetting the PPPOE password, the Agent will assign the ticket to the supervisor bucket***

  13. No Connectivity Issue (Password check Failed Legacy )-->configure the router-->Solve-->

    ***In case the Agent was not able to configure the “Router” even after resetting the PPPOE password, the Agent will have to suggest user to contact Router support***

  14. Wire Broken Issue-->Reason No Connectivity--->Note to partner--->Pending partner

  15. Frequent disconnection (Legacy) (If losses are there through Direct wire) --->Note to partner--->Pending partner.

  16. Frequent disconnection (Legacy) (If losses are not there through Direct wire and telling the customer to observe)--->Public Note--->Solve.

  17. Speed issue/Ping Loss (Legacy) (If speed issue is there with the direct cable also)--> Speed Issue/Ping Loss.--->Note to partner--->Pending partner.

  18. Speed issue/Ping Loss (Legacy) (If speed is proper with the direct cable, the issue is with the router)--->Solve--->Ask the user to contact router support).

  19. DGR Ticket Handling for fiber cases:--


Non Issue Tagging

  1. Payment Pickup--->Note to partner-->Pending partner.

  2. Payment Issues (Any: Like Payment Deduction/Synchronization/issue/Recharge related issue etc.)-->Billing Inquiry--->Open--->Payment team--->Note to excitel.

  3. Online Wrong ID recharge/Online Renewal Issue--> Billing Inquiry--->Open--->
    Payment team--->Note to excitel.

  4. Renewal Issue through Kit pay/Cash--->Pending Partner--->Note to Partner

  5. Name Change/ Address Change/ New Number Registration--> Billing inquiry.--->Open--->Selfcare.

  6. Portal/PPPoE Password reset/resend Issue-->Portal / Internet Password--->Solved-->Public Note.

  7. Service extension/Days Transfer/Connection Stop/Connection Misuse--->Experience Complaint--->Open--->Selfcare--->Note to excitel.

  8. GST update--- Billing---->Open--->Selfcare--->Note to Excitel

  9. Range Issue--->Others--->Pending Partner--->Note to Partner

  10. Adaptor Issue--->Others--->Pending Partner--->Note to Partner

  11. Extender--->Others--->Solved--->Public Note.

  12. Connection Termination (Fiber)--->Open--->Note to excitel ---> Refund & Retention

  13. Reactivation Request--->Others--->Pending Partner--->Note to Partner

  14. Change Device--->Open--->Note to Excitel (If DI is Enabled)

  15. Change Device--->Pending Partner--->Note to Partner( If DI is Disabled)

  16. Connection Shifting (Fiber)--->Other Area--->Open--->Note To Excitel --->Backend Sales

  17. Connection Shifting (Fiber)--->Same Area--->Open--->Note To Excitel --->Backend Sales

  18. Connection Shifting (Fiber/Non-Fiber )--->Router Relocate Same Address--->Pending Partner--->Note to Partner

  19. Connection Shifting (Non-Fiber)--->Same Area--->Pending Partner--->Note to Partner(After Documentation)

  20. Installation Pending--->Others--->Pending Partner--->Note to Partner

  21. ERP overcharged-->Others-->Open-->Note to excitel-->Selfcare

  22. ONU Refund-->ONU Refund-->Billing Inquiry-->Solved

  23. Static IP Request-->Title: Static IP Request-->Reason: Public IP Request (solve as we do not provide static IP)

OTT Call Handling:-

  • For OTT User:-

  1. If the user reports for any OTT related query, and the issue is resolved, create a ticket under "Portal Password" and solve the ticket.

  2. If the issue is still not resolved even after the TS, create a ticket under "Portal Password" and assign it to "Backoffice Sales".

  • For Non OTT User:-

  1. Any user who reaches out for OTT related query, solve the ticket under "Billing Enquiries" after answering the user's query


**And If any issue gets resolved from the following on the call mark it as solved-→Public Note-→Select reason accordingly

Post a Comment

0 Comments