Customer Complain and DT upon request

Customer Complaint and DT upon request: 

Customer Complaint and DT upon request Prepared by Mohammad Fouad Alkayyal Fouad.kayyal@gmail.com

PowerPoint Presentation: 

Introduction : The customer complaint reflects the network perforamnce on the field , it gives a full image about the network behavior over there. A customer maybe complains about poor coverage , bad quality or low throughput. The customer care team responsibility is to collect the complains from the customers and forward it to optimization team in scientific way . A pre processing and a drive test in the complain area should be done then A post processing will done to give a final solution. finally The complain should be solved and the customer should be satisfied.

Customer Complaint Inputs : : 

Customer Complaint Inputs : The customer care team should collect the below data from the customer. Since when the problem started ? Is it occur in a certain hours or all the time ? What is the type of problem voice , Data or both? Is it for a single mobile or all mobiles? What about the performance of other operators?

Pre-Analyzing: : 

Pre-Analyzing: Any down cells or unavailability happened? Yes No Open TT Is there any Critical or Major Alarms on these cells? Open TT Yes No Check the Main KPIs(Drop Rate, Accessibility, Retainability , Throughput, Traffic Carried, HO intra and inter and IRAT and RTWP,TCP is there any degradation? Make a drive test and go to the next step Check the complaint location on the Map and decide which cells should cover this area? Yes Make a Parameters Audit and conduct a drive test after that. No

Drive Test: : 

Poor Coverage Drive Test: Make a detailed indoor and outdoor drive test focusing on the main KPIs : RSCP , EcNo , Throughput , Rxlev , RxQual , C/I. Then the field engineer have to make a report including the previous KPIs and the best server then submit it to the optimizer. Bad Quality Low Throughput The Problem Maybe one of the followings

Poor Coverage Analyzes: : 

Poor Coverage Analyzes: Change the following parameters Discerningly 1- BCCH,BSIC, SC 1 – Power. 2 – Tilt. 3 – Antenna Type. 4 –Azimuth. 5 - Height. Is the Problem solved? Take a panoramic photos from the problematic area and from the nearest sites. Check the Main KPIs and make a drive test benchmarking then close it if there is improvement Yes No Escalate the issue to planning team

Bad Quality Analyzes: : 

Bad Quality Analyzes: Depending on the drive test and Alarms available on the surrounding cells the problem maybe one of the followings. HW problem open a TT Interference Detect the interfered cell by scanning then change its tilt , power ,azimuth,BCCH ,height Is the problem solved? Yes Check the Main KPIs and drive test benchmarking then close it No It is external interference , try to catch the source of it (Radar , repeaters …) and escalate the issue to the manager

Low Throughput: : 

Low Throughput: the reasons of low throughput are High Load Poor coverage Try to improve coverage Improve the throughput by parameters tuning (increase reserved code for HSDPA , Ho parameters,increase GBR, ...) 3G 2G Is CS TCH high utilized Expansion needed Increase the number PDCH channels No Yes Is there High PS utilization No Yes New Carrier

Tool Used: : 

Tool Used: Drive Test Alarms Monitoring KPIs check TEMS investigation. GENEX probe. Nemo M2000 CNA Ericsson NetAct M2000 CNA Ericsson NetAct Business Object