Difference between revisions of "Support user level2"

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= Introduction Support Level 2 =
 
= 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 support is the first instance where the user's telephony problems are handled 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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The level 2 supporter must be aware of the complexity of a VoIP system and the multitude of telephony solutions on the user side. Further he needs an understanding of:
 
:* IP networking
 
:* IP networking
 
:* [[{{NAMESPACE}}:support_voip_protocol |  VoIP protocols ]] SIP for signaling, SDP and RTP for speech transmission.
 
:* [[{{NAMESPACE}}:support_voip_protocol |  VoIP protocols ]] SIP for signaling, SDP and RTP for speech transmission.
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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]]
 
[[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]]
 
<br clear=all>
 
<br clear=all>
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:* check the customer configurations on the VoIP Switch, node 3-T, and, if he has operator rights, adjust configurations.
 
:* 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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For the other cases the level 2 supporter must be able to identify if:
 
:* the user must contact his ISP, due to possible Internet access problems
 
:* 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
 
:* 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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: Hint:
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: These cases indicate mostly large scale problems within the VoIP system!
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{{ToTop | SupportUserProblemAnalyzing }} <!-------------------------------------------------------->
 
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= Analyzing the Customer Problem =
 
  
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{{ToTop | SupportUserProblemIdentifyingBestPractice }} <!------------------------------------------>
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= Best Practice for Handling an User Problem =
  
 
{{Note | type=bestpractice |
 
{{Note | type=bestpractice |
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# Identify the customer's problem:
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#* Get the problem description of the customer
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Identify the customers problem
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#* Get the customer data
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#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemIdentifying | Show me how ... ]]
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#: &nbsp;
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#  Cross check the user input against the VoIP switch configuration and logs.
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Check the big picture
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#: Via ConfigCenter check the users account configuration:
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#:* Address registration
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#:* TopStop
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#:* RuleSet
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Solve the customer problem
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#:* Consult the "Call Data" for the last connection attempts and connections longer than 2min
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#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemCheckUserInput | Show me how ... ]]
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#: &nbsp;
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# Check the big picture:
 +
#* If you are sure that the problem is "single" one continue with the next step "Solve the customer problem"
 +
#* If you suspect that the customer is not the only one with this problem within a short time range, e.g. 30min, then contact the VoIP switch administrator/operator if there is known issue in the VoIP system that causes this type of problem.
 +
#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemBigPicture | Show me how ... ]]
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#: &nbsp;
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# Solve the customer's problem:
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#* You have now enough basic information for solving the customer's problem
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#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemSolve | Show me how ... ]]
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#: &nbsp;
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# If you are not able to solve this problem then contact the provider support. Have ready all collected information and what you have done and found out until now.
 
}}
 
}}
  
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{{ToTop | SupportUserProblemAnalyzing }} <!-------------------------------------------------------->
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= Analyzing the Customer Problem =
  
  
  
  
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{{ToTop | SupportUserProblemIdentifying }} <!-------------------------------------------------------->
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−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
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{{ToTop | SupportUserProblemReception }} <!-------------------------------------------------------->
 
 
== Identifying the User Problem ==
 
== Identifying the User Problem ==
  
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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:support_user_problem_analyzing_e.png |750px|frameless|left|link=| Work Flow for the Reception of User Problems]]
 
<br clear=all>
 
<br clear=all>
  
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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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[[file:support_analyzing_3x3_equipment_setup_residential_e.png |750px|frameless|left|link=| "3x3 Support Matrix" for residential user ]]
 
<br clear=all>
 
<br clear=all>
  
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{{ToTop | SupportUserProblemCheckUserInput }} <!-------------------------------------------------------->
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== Cross Check the User Inputs ==
  
  
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<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 
 
{{ToTop | SupportUserProblemBigPicture }} <!-------------------------------------------------------->
 
{{ToTop | SupportUserProblemBigPicture }} <!-------------------------------------------------------->
 
== Check the Big Picture ==
 
== 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 11:15, 14 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 handled 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. Further he needs an understanding 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 identify 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
Hint:
These cases indicate mostly large scale problems within the VoIP system!




→ Top

Best Practice for Handling an User Problem

Best Practice
  1. Identify the customer's problem:
    • Get the problem description of the customer
    • Get the customer data
    nav Show me how ...
     
  2. Cross check the user input against the VoIP switch configuration and logs.
    Via ConfigCenter check the users account configuration:
    • Address registration
    • TopStop
    • RuleSet
    • Consult the "Call Data" for the last connection attempts and connections longer than 2min
    nav Show me how ...
     
  3. Check the big picture:
    • If you are sure that the problem is "single" one continue with the next step "Solve the customer problem"
    • If you suspect that the customer is not the only one with this problem within a short time range, e.g. 30min, then contact the VoIP switch administrator/operator if there is known issue in the VoIP system that causes this type of problem.
    nav Show me how ...
     
  4. Solve the customer's problem:
    • You have now enough basic information for solving the customer's problem
    nav Show me how ...
     
  5. If you are not able to solve this problem then contact the provider support. Have ready all collected information and what you have done and found out until now.





→ Top

Analyzing 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" for residential user





→ Top

Cross Check the User Inputs


→ 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

Retrieved from "http://help.aarenet.com/mediawiki/index.php?title=Support_user_level2&oldid=1235"