Area Available in
Siebel NTT applet
Check list:
o If
Service Request is already forwarded and customer calls within TAT o If
calls to confirm the status of his complaint
o If trouble ticket is
available in Siebel NTT applet with open status
Type
of SR: Cellular Complaint (manual) -- Area:
Postpaid/Prepaid -- Sub Area: Calls /IN Profile/ VAS / IR /SMS/ Quality
of Service (as required)
NTT tab:
select area from NTT applet (Currently use NTT link and past NCID in summary
& detailed description)
Team to who assign: Not
to be assigned
TAT: ASAP – When
Trouble ticket is closed from open then associated Service request will also be
closed automatically (currently not working).
Note: We
need to identify whether issue is related to handset/switch/CF by probing error
along with checking the area in NTT page and coverage page so that
accurate remedy can be provided on first customer contact
Within TAT / Resolved status
confirmation
Associate the inquired SR number with auto
generated Inbound Activity
Work code: Call Connectivity Complaints
Escalations
Check list: If customer complaint is already
available in Siebel and TAT is lapsed or completed whereas issue is not
resolved
Type of activity: Escalation(manual)—
Sub Type - Escalation
Description: Type of complaint
(Calls /IN Profile/ VAS / IR /SMS/ Quality of Service)
Comments: Details of the pending complaint
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Team
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Owner ID
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Location of Creator
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Network Complaint
Team Karachi - CSR
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DUMMY_EMP_12
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CC Karachi
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Network Complaint
Team Lahore - CSR
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DUMMY_EMP_11
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CC
Lahore / CC Islamabad
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TAT: Will
be communicated through ISMS/calls sent within next 4 hours (Currently 24
hours)
Work code: Call Connectivity Complaints
Note: For
Escalation TAT over cases, we will Escalate the issue to Team lead who will
coordinate with NCU via e mail along with pasting details in Siebel
Note:
o
For details of escalation and self-completed
SR for Quality of Service Complaints- QoS kindly consult relevant
complaints (No Audio/ Audio Loop Back, Call Drop/ Voice Break/ Cross
Talk and Echo Complaint)
o
For Closed status & Blank
Status in NTT, Jazz Complaint/Cellular complaint will be forwarded as per normal
Process guidelines
o
In case of multiple open trouble tickets
reflecting against a single cell site then we will paste latest
(appearing at top) complaint ID will be associated/pasted with SR
o
If SR for Network Complaint Team is in open/in
progress state and NCU escalation activity creation is required as
per SOP, then we need to drill through that SR # and create new escalation
activity so it is automatically associated
with it.
o
Incase SR
is closed however issue is not resolved and Escalation Activity for NCU needs
to be
created then after
creation of escalation activity we need to paste the SR number in SR# field
to associate the relevant SR.
8
o
Please
note that where any NCU related SR is completed & customer complains for
the same issue again after 15 days then
we will forward fresh SR with required details instead of making escalation
activity. Escalation activity against such issues will only
be
forwarded if the related SR is less than 15 days
old.
o
Note: Completion time will be checked in
SR from
“Closed
on” Date
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