1218

CRM

PST
N

PSTN or
Broadba
nd?

Broadban
d

No dial
tone or
busy tone

No DSL
link

Noise

MODEM or
splitter fault

Crosstalk

Slow
Browsing
Authenticatio
n Error

No Dial Tone or Busy Tone

Cable breakdown (Overhead or Underground)
Concealed (Internal) Wiring Fault
No dial tone from Switching or MDF
Power failure or faults at MSAGs and ONUs

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Noise
Long distance between customer and cabinet
Multiple repeaters
Spoiled or old cables
Open joints

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Crosstalk
Poor insulation of parallel cables
Cross connections
Water filling in ducts and main holes

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Slow Browsing
Bandwidth issue in ONU
Back end configuration issue
Submarine cable issue

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Authentication Error
Back end configuration issue

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Cable breakdown (Overhead or

Underground)
Existing Process

Proposed Improvement

Fault tracing by fault locator

2 unskilled labor and 1 jointer per 6000

working numbers or for a radius of 2 km
Digging multiple pits to trace the route
in case of a scattered area) for secondary
Requesting permission from town (CDGK) to
cable network and 2 unskilled labor and
dig if cable goes underneath roads and
1 jointer per 12000 working numbers for
waiting for allotted time to dig from traffic
primary cable network
police department
Availability of a divisional store to attend
special events on priority basis
Handling opposition for local residents if the
Support required from legal department
cable is underneath or near their houses
to take up legal issues with other
Creation of special event for store and
agencies
notification & maintenance order in SAP
Additional equipment required for fault
and collection of store from RSD after
tracing, e.g. route locater, insulation
completion of SAP process
tester, etc.
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Concealed (Internal) Wiring Fault

Existing Process

Proposed Improvement

Manual fault tracing by CSR

Advising customer to resolve this issue
personally

Availability of PVC cables and their

accessories as most customers deny to
lay down drop wires inside their house

Dropping the drop wire directly to the roset

externally if the customer permits

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No Dial Tone from Switching or MDF

Existing Process

Proposed Improvement

Call to MDF board to test the pair and dial

tone by CSR
If the pair is faulty, it is diverted to a new
pair
If the NE is faulty, new NE is requested
through the automated process

Availability of the NE data in the CRM for

the CSRs for spontaneous response
Development of a new process to fix the
faulty NEs within a fixed timeframe

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Power failure or faults at MSAGs and

ONUs
Existing Issues

Proposed Improvement

Faulty or poor battery backup

Battery theft
Heating because of failed cooling systems
No lighting present inside internal ONUs or
MSAGs

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