Training module for DHD- technology

overview

Objectives
During the session we will learn about:
1. Mobile Technologies
2. Mobile Operating Systems
3. Daily Tech
5. Aircel Trouble-shooting Scenarios

Mobile Technologies

Mobile Data - Speed

Comparisons
Technolog Downloa Upload
y

d rate
(bit/s)

rate
(bit/s)

GSM CSD
(2G)

14.4 kbit/s 14.4 kbit/s

GPRS
(2.5G)

57.6 kbit/s 28.8 kbit/s

EDGE
(2.75G)

236.8
kbit/s

236.8
kbit/s

UMTS 3G

384 kbit/s

384 kbit/s

HSPA
(3.5G)

13.98
Mbit/s

5.760
Mbit/s

Mobile Data - Speed

Comparisons
Technolog Download
rate (bit/s)
y

Time to
Download

Time to
Download

Time to
Download

(MP3 @ 5MB)

(Game @ 20MB)

(Movie@ 650MB)

GSM CSD
(2G)

14.4 kbit/s

48m 46s

3h 15m

105h 39m

GPRS
(2.5G)

57.6 kbit/s

11m 59s

47m 54s

25h 57m

EDGE
(2.75G)

236.8
kbit/s

2m 54s

11m 34s

6h 16m

UMTS 3G

384 kbit/s

1m 47s

7m 7s

3h 51m

HSPA
(3.5G)

13.98
Mbit/s

2.9 s

12 s

6m 21s

Mobile Operating Systems

Operating System
An operating system (OS) is a collection of software
that manages digital hardware resources and provides
common services for programs. The operating system
is a vital component of the system software in a digital
system. Application programs usually require an
operating system to function.

Examples of common Operating System (OS) for

computers:

Windows - Win 98, Win XP, Win 7, win 8.1 and win
10,
Linux - Red Hat, Ubuntu,
MAC OS X - Lion, Mountain Lion, Mavericks.

Mobile Operating
System Name: Android
Developed by: Google Inc.
Platform: Free & Open Source
Latest Version: 6.0.1 Marshmallow
Upcoming Version: N
Available: Smartphones, Tablets, Laptops, iGlass, TVs
Sailent features:
Lots of devices to choose
Similar experience
Easy to use and setup

* Honeycomb is the first version

to support tablets, but it can be
used only on tablets and the full
source code has not been
released. All later versions of
Android support both tablets and
smartphones.

Code name
Cupcake
Donut
Eclair
Froyo
Gingerbread
Honeycomb*
Ice Cream Sandwich
Jelly Bean
KitKat
Lollipop
Marshmallow
N

Version number
1
1.1
1.5
1.6
2.02.1
2.22.2.3
2.32.3.7
3.03.2.6
4.04.0.4
4.14.3.1
4.44.4.4, 4.4W4.4W.2
5.05.1.1
6.06.0.1
Developer Preview 3

Initial release date

23-Sep-08
9-Feb-09
27-Apr-09
15-Sep-09
26-Oct-09
20-May-10
6-Dec-10
22-Feb-11
18-Oct-11
9-Jul-12
31-Oct-13
12-Nov-14
5-Oct-15
N/A

API level
1
2
3
4
57
8
910
1113
1415
1618
1920
2122
23
N/A

Mobile Operating
System
Name: iOS
Developed by: Apple Inc.
Platform: Closed Source & Proprietary
Latest Version: iOS 9
Upcoming Version:
Available On: iPhone, iPod Touch, iPad
Sailent features:
Easy to use
Similar experience

Apple announced iOS 9 on June 8, 2015 at its annual Apple Worldwide

Developers Conference (WWDC) event, with public release on
September 16, 2015. With this release, Apple did not drop support for
any iOS devices, with all devices supporting iOS 8 being eligible for an
upgrade. Supported devices on this release include the iPhone 4S
onwards, iPod Touch (5th generation) onwards, the iPad 2 onwards, and
the iPad Mini (1st generation) onwards, making iOS 9 have the most
supported devices out of any other iOS release, with 22 devices. The
iPad 2 is also the first iOS device to support six major releases of iOS,
supporting iOS 4 to 9.

Mobile Operating
System Name: BlackBerry 10
Developed by: BlackBerry (formely Research In Motion)
Platform: Closed Source & Proprietary
Latest Version: BB 10
Upcoming Version: N/A
Available On: Smartphones
Sailent features:
Gestures, new keyboard, Time Shift camera
HUB, Balance

Device

Characteristics

Z10

Touchscreen

Q10
Q5
Z30
P'9982
Z3
P'9983

Release date Minimum OS

1-Jan-13

10

1-May-13
1-Oct-13
1-Dec-13
1-Feb-14

10.1

10.2.1

1-Sep-14

10.3.0

1-Oct-14

Touchscreen and hardware keyboard

Touchscreen

Touchscreen and hardware keyboard

Passport

10.2

Classic

Touchscreen, hardware keyboard and dedicated buttons

1-Dec-14

10.3.1

Leap

Touchscreen

1-Apr-15

Mobile Operating
System

Name: Windows Phone 8

Developed by: Microsoft
Platform: Closed Source & Proprietary
Latest Version: WP 10
Upcoming Version: N/A
Available On: Smartphones (Windows RT),
Tablets
Sailent features:
Similar experience on all devices
Tiles Interface
Internet Explorer 11
Dual SIMCDMA+GSMradio support
Battery power sense, monitors app battery
usage

Mobile Operating System Obsolete

Name: Web OS
Developed by: Palm -> Hewlett Packard ->
LG
Platform: Open Source
Last Version: 3.0.5
Upcoming Version: N/A
Available On: Smartphones, SmartTV (Open
WebOS)
Sailent features:
OS for Internet Connected TVs by LG

Daily Tech

Daily Tech - WiFi

WiFi - is the synonym in general English for WLAN (Wireless Local Area
Network). A device that can use Wi-Fi (such as a personal computer,
video-game console, smartphone, digital camera, tablet or digital audio
player) can connect to a network resource such as the Internet via a
wireless network access point, also known as the router.
The WiFi helps in enabling a LAN with large number of devices which lack
access to Ethernet ports like Smartphones, Tablets, etc...

Daily Tech - WiFi (Activity)

Pull out your smartphones

Locate the WiFi settings on your smartphones
List down 5 networks available

Daily Tech - WiFi

Advantages of WiFi:
1. Enables access on smart devices
2. Takes away the clutter of the ethernet cables
3. Easy to setup
4. Allows access to multiple devices
5. Keeps the mobile devices mobile

Daily Tech - MiFi

MiFi - is an abbreviation used for My WiFi (while the MiFi is trademark is
registered by the mobile network operator "3"). A MiFi is usually a small
handheld device which acts as a WiFi Hotspot for up to 5 devices,
providing them with internet access using the operator SIM card or over
WCDMA.
MiFi is a portable device and generally used by people to connecting
limited number of devices to the internet where speed is shared amongst
them. This generally breaks barrier set by the USB Dongles which allow
access to only one device at a time.

Daily Tech - MiFi

Advantages of MiFi:
1. Quick access to multiple smart devices
2. Portable and easy to carry
3. Works without power source over in-built
battery
4. Allows internet access at the speeds offered
by the operator
5. Allows users choice for network operator

Daily Tech - Tethering

Tethering refers to connecting one device to another. In terms of the
smartphones or tablets, tethering allows sharing the Internet connection
of the phone or tablet with other devices such as laptops. Connection of
the phone or tablet with other devices can be done over wireless LAN
(Wi-Fi), over Bluetooth or by physical connection using a cable for
example, through USB.

Daily Tech - Tethering

(Activity)

Pull out your smartphones

Check if your handsets support Tethering

Locate the settings for Tethering
List down 5 phones which support Tethering available in the
room

Daily Tech - Tethering

Advantages of Tethering:
1. Allows internet access to other devices
on WiFi using the smartphone
2. Easy to setup
3. Allows access to smartphone features
along with Internet access

Voice Of Customer

Queries
Charges of using GPRS if data balance
is exhausted but validity is
remaining?
Data Issues & Reason

What are the charges of using GPRS if data balance is

exhausted but validity is remaining?

Resolution

Plz refer plan details recharged on customer account.

Probing Steps

What data pack you have rechaged?

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

MINSAT
Not Required
OCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
Q
General Enquiry
Bill nd Charging Related

Ticket Sub Sub Type

Data Charging Query

Tagging

Queries
The charges of using GPRS &
content downloading?
Data Issues & Reason

What are the charges of using GPRS & content downloading?

Resolution

Default GPRS charges are 10p/10KB and downloading depends

upon content/website.

Probing Steps

NA

System Checks
Security Checks

MINSAT & KB
Not Required

Tagging

OCR: - Depending upon resolution

Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

D
Q
Bill nd Charging Related

Ticket Sub Sub Type

Data Charging Query

General Enquiry

Request
Unable to get settings for
accessing GPRS. What will be the
resolution?
Data Issues & Reason

Customer is unable to get settings for accessing GPRS.

What will be the resolution?

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
Customer is unable to connect
data card on PC/ Laptop?
Data Issues & Reason

What if customer is unable to connect data card on PC/

Laptop?

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests

Ticket Sub Type

Activate Services

Ticket Sub Sub Type

Internet Settings Request

Tagging

Request
The complete process of
connecting Bluetooth to PC/
Laptop?
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

What is the complete process of connecting Bluetooth to

PC/ Laptop?
Plz refer Knowmax and go for manual settings.
Have you ever used GPRS/3G on this device earlier?
DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Request
The complete process of
connecting data cable (PC Suit) to
PC/ Laptop?
What is the complete process of connecting data cable

Data Issues & Reason

(PC Suit) to PC/ Laptop?

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
The complete process of
connecting data card to PC/
Laptop?
Data Issues & Reason

What is the complete process of connecting data card to

PC/ Laptop?

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
Customer Demands For Manual
Settings.
Data Issues & Reason

When Customer Demands For Manual Settings.

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
When Customer Is Unable To Save
Settings.
Data Issues & Reason

When Customer Is Unable To Save Settings.

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
When Customer Enquired About
How To Access GPRS Through PC
Data Issues & Reason

When Customer Enquired About How To Access GPRS

Through PC.

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
When Customer Demands For
Laptop & Dongle Configuration.
Data Issues & Reason

When Customer Demands For Laptop & Dongle

Configuration.

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
When Customers Handset not
Supported For OTA GPRS Settings.
Data Issues & Reason

When Customers Handset not Supported For OTA GPRS

Settings.

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services

Ticket Sub Sub Type

Internet Settings Request

Tagging

Request
When Customer Demands for
Manual MMS settings.
Data Issues & Reason

When Customer Demands for Manual MMS settings.

Resolution

Plz refer Knowmax and go for manual settings.

Probing Steps

Have you ever used GPRS/3G on this device earlier?

System Checks
Security Checks

DM,Knowmax
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services
Internet Settings Request

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Request
Required GPRS setting
Data Issues & Reason

Required GPRS setting

Resolution

Customer needs to send an SMS "GPRS" to 121 in order to

avail GPRS setting

Probing Steps

NA

System Checks
Security Checks

NA
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
C
R
Service Changes nd Requests
Activate Services

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type

Complain
Customer is getting slow speed of
3G service. What will be the
resolution?
Data Issues & Reason
Resolution

Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type

Customer is getting slow speed of 3G service. What will be

the resolution?
Plz check the plan at PCRF/SDP, APN and 3G coverage
strength, if all ok then raise NOCR.
Check Network Strength, Setting of APN
SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Handset/3G Router/PC_Laptop/Datacard

Complain
Customer is in 3G network but is
unable to get 3G service?
Data Issues & Reason

Customer is in 3G network but is unable to get 3G service?

Resolution

Check 3G component (BS3G1) at HLR and suggest to select 3G

netwok in 3G/WCDMA only mode.

Probing Steps

suggest to select 3G netwok in 3G/WCDMA only mode.

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

HLR
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access

Ticket Sub Sub Type

Handset/3G Router/PC_Laptop/Datacard

Tagging

Complain
Error prompt customer gets if he is
accessing GPRS without internet
settings?
Data Issues & Reason

What error prompt customer gets if he is accessing GPRS

without internet settings?

Resolution

The page can not be displayed.

Probing Steps

NA

System Checks
Security Checks

NA
Not Required
OCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
Handset/3G Router/PC_Laptop/Datacard

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Complain
What if customer is unable to
access a particular app on his
handset?
What if customer is unable to access a particular app on his

Data Issues & Reason

Resolution
Probing Steps
System Checks
Security Checks
Tagging

ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

handset?
Plz check with H/s manufacturer.
Aircel as an operator offers only data/internet services,
customer needs to contact his handset manufacturer for 3rd
party app/content related issues.
NA
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Download nd App Rel Issues
App nt working on phone

Complain
What if customer is unable to access
GPRS. Data balance, main account
balance & GPRS settings are
What if customer is unable to access GPRS. Data balance,
Data Issuesavailable?
& Reason
main account balance & GPRS settings are available?

Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Plz raise NOCR.

Do you have APN settings installed correctly, data plan and
3G coverage?
HLR, MINSAT, SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
Handset/3G Router/PC_Laptop/Datacard

Complain
What if customer is unable to
download contents?
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

What if customer is unable to download contents?

Content depends upon website, H/s configuration and data
speed.
suggest to check and memory and content compatibility
SDP & MINSAT
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Download nd App Rel Issues
Unable to download content

Complain
What is customer is unable to
access GPRS due to signal
fluctuation?
What is customer is unable to access GPRS due to signal

Data Issues & Reason

Resolution
Probing Steps
System Checks
Security Checks
Tagging

ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

fluctuation?
Plz raise NOCR.
Do you have APN settings installed correctly, data plan and
3G coverage?
HLR, MINSAT, SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Slow nd Frequest disc
Handset/3G Router/PC_Laptop/Datacard

Complain
While using GPRS, data connection is
frequently getting disconnected. What will be
the resolution?
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

While using GPRS, data connection is frequently getting

disconnected. What will be the resolution?
Need to check the network strength and go for NOCR
raising.
Check for Networks strength
HLR, MINSAT, SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Slow nd Frequest disc
Handset/3G Router/PC_Laptop/Datacard

Complain
Customer is unable to access GPRS
in indoor
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Customer is unable to access GPRS in indoor

Need to check the network strength and go for NOCR
raising.
Check for Networks strength
HLR, MINSAT, SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
Handset/3G Router/PC_Laptop/Datacard

Complain
What if customer is unable to play
game after downloading?
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

What if customer is unable to play game after

downloading?
Plz check with H/s manufacturer.
Aircel as an operator offers only data/internet services,
customer needs to contact his handset manufacturer for
3rd party app/content related issues.
NA
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Download nd App Rel Issues
Unable to play game aftr dwld

Complain
When Customer Is Unable To
Access GPRS and there is no Issue
from
our side.
When Customer Is Unable To Access GPRS and there is no

Data Issues & Reason

Issue from our side.

Resolution

Plz raise NOCR.

Probing Steps

Do you have APN settings installed correctly, data plan

and 3G coverage?

System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

HLR, MINSAT, SDP

Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access

Complain
When Customer Is Unable To
Download Any Application.
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

When Customer Is Unable To Download Any Application.

Plz check with H/s manufacturer.
Aircel as an operator offers only data/internet services,
customer needs to contact his handset manufacturer for 3rd
party app/content related issues.
NA
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Download nd App Rel Issues
Unable to download content

Complain
When Customer Complains
Internet Speed Issue.
Data Issues & Reason

When Customer Complains Internet Speed Issue.

Resolution

Plz check the plan at PCRF/SDP, APN and 3G coverage

strength, if all ok then raise NOCR.

Probing Steps

Check Network Strength, Setting of APN

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Handset/3G Router/PC_Laptop/Datacard

Ticket Sub Sub Type

3G Speed_Issue

Tagging

Complain
When Customer Unable To Access
GPRS Through PC.
Data Issues & Reason

When Customer Unable To Access GPRS Through PC.

Resolution

Plz check the plan at PCRF/SDP, APN and 3G coverage

strength, if all ok then raise NOCR.

Probing Steps

Check Network Strength, Setting of APN

System Checks
Security Checks

SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
PC_Laptop

Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Complain
When Customer Unable To Access
Internet In spite Of Having Settings &
Data Balance.
Data Issues & Reason

When Customer Unable To Access Internet In spite Of Having Settings &

Data Balance.

Resolution

Plz check the plan at PCRF/SDP, APN and 3G coverage strength, if all ok
then raise NOCR.

Probing Steps

Check Network Strength, Setting of APN

System Checks
Security Checks

SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C

Tagging
ChAT Type
Type
Ticket Type Description

Issue Internet nd Data

Ticket Sub Type

Unable to access

Ticket Sub Sub Type

Handset/3G Router/PC_Laptop/Datacard

Complain
When Customer Complains 3G
Speed Issue.
Data Issues & Reason

When Customer Complains 3G Speed Issue.

Resolution

Plz check the plan at PCRF/SDP, APN and 3G coverage

strength, if all ok then raise NOCR.

Probing Steps

Check Network Strength, Setting of APN

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Handset/3G Router/PC_Laptop/Datacard

Ticket Sub Sub Type

3G Speed_Issue

Tagging

Complain
When Customer Is Unable To
Access 3G Internet in 3G Location.
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

When Customer Is Unable To Access 3G Internet in 3G

Location.
Check 3G component (BS3G1) at HLR and suggest to select
3G netwok in 3G/WCDMA only mode.
suggest to select 3G netwok in 3G/WCDMA only mode.
HLR
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
Handset/3G Router/PC_Laptop/Datacard

Complain
When Customer Is Facing issue in
Video Calling.
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

When Customer Is Facing issue in Video Calling.

Need to check if A Party and B Party both are on 3G
coverage and having data video call enabled device.
sugggest to check the network setting to select
3G/UMTS/WCDMA only network and Handset compatibility
for Video Call for both the Parties.
HLR
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Network nd Coverage
Call Related Issues
Video Call Issues

Complain
Unable to connect 3G
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Unable to connect 3G
Check 3G component (BS3G1) at HLR and suggest to select
3G netwok in 3G/WCDMA only mode.
suggest to select 3G netwok in 3G/WCDMA only mode.
HLR
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
Handset/3G Router/PC_Laptop/Datacard

Complain
Data connect but not able to
browse.
Data Issues & Reason
Resolution
Probing Steps
System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

Data connect but not able to browse.

Plz check the plan at PCRF/SDP, APN and 3G coverage
strength, if all ok then raise NOCR.
Check Network Strength, Setting of APN
SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Unable to access
Handset/3G Router/PC_Laptop/Datacard

Complain
Unable to connect data in Roaming
Data Issues & Reason

Unable to connect data in Roaming

Resolution

Plz check the plan at PCRF, APN and 3G/2G coverage

strength and data roaming should be enabled in device. if
all ok then raise NOCR.

Probing Steps

Check Network Strength, Setting of APN and Data roaming

enabled in Handset/Device

System Checks
Security Checks
Tagging
ChAT Type
Type
Ticket Type Description
Ticket Sub Type
Ticket Sub Sub Type

MINSAT & SDP

Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Roaming Services
National Roaming
Unable to Access data

Complain
Internet speed issue

Data Issues & Reason

Internet speed issue

Resolution

Plz check the plan at PCRF/SDP, APN and 3G coverage

strength, if all ok then raise NOCR.

Probing Steps

Check Network Strength, Setting of APN

System Checks
Security Checks

ChAT Type
Type
Ticket Type Description
Ticket Sub Type

SDP
Not Required
OCR/ NOCR: - Depending upon resolution
Reason code: Depending upon resolution Action Code:-Depending upon resolution
Remarks : - Depending upon resolution
D
C
Issue Internet nd Data
Handset/3G Router/PC_Laptop/Datacard

Ticket Sub Sub Type

3G Speed_Issue

Tagging