Difference between revisions of "Support user level2"

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{{ToTop | SupportUserIntroSupportLevel2 }} <!-------------------------------------------------------->
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= Introduction Support Level 2 =
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The level 2 support is the first instance where the user's telephony problems are handeled that a user cannot solve himself. Additionally the level 2 supporter must be able to detect if the user problem is a "single" problem or if there is a large scale problem, that produces the same problem for multiple customers, e.g. data transfer problems in the Internet so that no VoIP call signaling is possible.
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The level 2 supporter must be aware of the complexity of a VoIP system and the multitude of telephony solutions on the user side. Furhter he needs an understandig of:
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:* IP networking
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:* [[{{NAMESPACE}}:support_voip_protocol |  VoIP protocols ]] SIP for signaling, SDP and RTP for speech transmission.
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Overview of a VoIP system and the multitude of user telephony solutions:<br>
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[[file:support_analyzing_3x3_equipment_setup_all_e.png |750px|frameless|left|link=| Overview of a VoIP system and the multitude of user telephony solutions]]
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<br clear=all>
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The level 2 supporter faces problems with the following layers:
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# Equipment
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# IP data transfer
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# Telephony service
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And each of this layer can be located into the following raw areas:
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# Customer/User site
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# Internet Service Provider ISP
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# Telephony Provider
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This layer and dividing into areas produces a "3x3 Support Matrix":<br>
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[[file:support_analyzing_3x3_matrix_notes_e.png |750px|frameless|left|link=| 3x3 Support Matrix with notes]]
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Within this "3x3 Support Matrix" the supporter can:
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:* advice the customer what to do when the problem is located in the nodes 1-T, 1-D and 1-E
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:* check the customer configurations on the VoIP Switch, node 3-T, and, if he has operator rights, adjust configurations.
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For the other cases the level 2 supporter must be able to identifiy if:
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:* the user must contact his ISP, due to possible Internet access problems
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:* the VoIP System administrator must be involved, due to possible telephony service problems
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These cases indicate mostly large scale problems!
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{{ToTop | SupportUserProblemAnalyzing }} <!-------------------------------------------------------->
 
{{ToTop | SupportUserProblemAnalyzing }} <!-------------------------------------------------------->
 
= Analyzing the Customer Problem =
 
= Analyzing the Customer Problem =
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{{Note | type=bestpractice |
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Identify the customers problem
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Check the big picture
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Solve the customer problem
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}}
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== Work Flow for Analyzing the User Problem ==
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== Identifying the User Problem ==
  
 
The supporter finds here instructions how to handle a user's telephony problem and to find out the problem area.
 
The supporter finds here instructions how to handle a user's telephony problem and to find out the problem area.
  
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[[file:support_user_problem_analyzing.png |750px|frameless|left|link=| Work Flow for the Reception of User Problems]]
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[[file:support_user_problem_analyzing_e30.png |750px|frameless|left|link=| Work Flow for the Reception of User Problems]]
 
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: {{File_Download_Link| support_user_problem_analyzing.png |pdf| "Work Flow for the Reception of User Problems" }}
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[[file:support_analyzing_3x3_equipment_setup_residential_e30.png |750px|frameless|left|link=| 3x3 Support Matrix of User Problems]]
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{{ToTop | SupportUserProblemBigPicture }} <!-------------------------------------------------------->
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== Check the Big Picture ==
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{{ToTop | SupportUserProblemFaxTransmission }} <!-------------------------------------------------->
 
{{ToTop | SupportUserProblemFaxTransmission }} <!-------------------------------------------------->
 
== Solve Problem: Disturbed FAX Transmission ==
 
== Solve Problem: Disturbed FAX Transmission ==
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Instruction how to solve interrupted FAX transmission, e.g.:
 
Instruction how to solve interrupted FAX transmission, e.g.:
 
:* Fax transmission doesn't start
 
:* Fax transmission doesn't start

Revision as of 12:43, 13 September 2017


Note The features and/or parameters listed in this article may not be available from your telephone service provider.



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Introduction

The supporter finds here instructions how to handle a user's level 2 telephony problems.




→ Top

Introduction Support Level 2

The level 2 support is the first instance where the user's telephony problems are handeled that a user cannot solve himself. Additionally the level 2 supporter must be able to detect if the user problem is a "single" problem or if there is a large scale problem, that produces the same problem for multiple customers, e.g. data transfer problems in the Internet so that no VoIP call signaling is possible.


The level 2 supporter must be aware of the complexity of a VoIP system and the multitude of telephony solutions on the user side. Furhter he needs an understandig of:

  • IP networking
  • VoIP protocols SIP for signaling, SDP and RTP for speech transmission.


Overview of a VoIP system and the multitude of user telephony solutions:

Overview of a VoIP system and the multitude of user telephony solutions



The level 2 supporter faces problems with the following layers:

  1. Equipment
  2. IP data transfer
  3. Telephony service

And each of this layer can be located into the following raw areas:

  1. Customer/User site
  2. Internet Service Provider ISP
  3. Telephony Provider

This layer and dividing into areas produces a "3x3 Support Matrix":

3x3 Support Matrix with notes



Within this "3x3 Support Matrix" the supporter can:

  • advice the customer what to do when the problem is located in the nodes 1-T, 1-D and 1-E
  • check the customer configurations on the VoIP Switch, node 3-T, and, if he has operator rights, adjust configurations.

For the other cases the level 2 supporter must be able to identifiy if:

  • the user must contact his ISP, due to possible Internet access problems
  • the VoIP System administrator must be involved, due to possible telephony service problems

These cases indicate mostly large scale problems!





→ Top

Analyzing the Customer Problem

Best Practice


Identify the customers problem


Check the big picture


Solve the customer problem












→ Top

Identifying the User Problem

The supporter finds here instructions how to handle a user's telephony problem and to find out the problem area.



Work Flow for the Reception of User Problems




3x3 Support Matrix of User Problems








→ Top

Check the Big Picture


→ Top

Solving the Customer Problem


→ Top

Solve Problem: The User Device does not Register

Instruction how to find out and solve why the user's device cannot register, e.g.:

  • Defect or not powered user device
  • User device not correct connected to the IP network
  • User device not correct configured




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Solve Problem: Incoming Connections are Failing

Instruction how to solve failing incomming connections, e.g.:

  • User device not correctly registered
  • Wrong calling number
  • User device not correct configured




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Solve Problem: Outgoing Connections are Failing

Instruction how to solve failing outgoing connections, e.g.:

  • User device not correctly registered
  • Wrong called number
  • User device not correct configured




→ Top

Solve Problem: Irregular Connection Release

Instruction how to solve irregularly released user connections, e.g.:

  • Failing Session Timer




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Solve Problem: Disturbed Speech Transmission

Instruction how to solve disturbed speech transmission, e.g.:

  • Short interruptions during the connection
  • No transmission in one direction from the beginning of the connection
  • No transmission in both directions from the beginning of the connection




→ Top

Solve Problem: Disturbed FAX Transmission

Instruction how to solve interrupted FAX transmission, e.g.:

  • Fax transmission doesn't start
  • Not all pages are transmitted




→ Top

Solve Problem: DECT Multi-Cell Handsets are not Working

Instruction how to solve problems with DECT Multi-Cell handsets, e.g.:

  • Hand over from cell to cell not working
  • Bad speech quality



→ Top

© Aarenet Inc 2018

Version: 3.0     Author:  Aarenet     Date: May 2017

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