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    Existing Noc/Helpdesk Function

    Uploaded by

    Shailendra P Khichi
    The document describes the existing NOC/helpdesk functions and processes for handling customer faults and issues. It then outlines several problems with the current system and provides suggested solutions. Specifically: 1) The existing system has NOC and helpdesk operating through the same phone line, causing customers to wait when lines are busy. Separating the functions would allow for quicker response. 2) Fault resolution is delayed when coordination is lacking between NOC, MMC, transmission teams, and customers. A standardized flow chart for escalation is suggested. 3) Difficult problems are sometimes pending too long before being escalated to expert levels. The flow chart outlines escalation paths for all problem types.

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    © All Rights Reserved
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    Existing Noc/Helpdesk Function

    Uploaded by

    Shailendra P Khichi
    53 views3 pages
    The document describes the existing NOC/helpdesk functions and processes for handling customer faults and issues. It then outlines several problems with the current system and provides suggested solutions. Specifically: 1) The existing system has NOC and helpdesk operating through the same phone line, causing customers to wait when lines are busy. Separating the functions would allow for quicker response. 2) Fault resolution is delayed when coordination is lacking between NOC, MMC, transmission teams, and customers. A standardized flow chart for escalation is suggested. 3) Difficult problems are sometimes pending too long before being escalated to expert levels. The flow chart outlines escalation paths for all problem types.

    Original Description:

    NOC OPERATION

    Original Title

    NOC Operation

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    The document describes the existing NOC/helpdesk functions and processes for handling customer faults and issues. It then outlines several problems with the current system and provides suggested solutions. Specifically: 1) The existing system has NOC and helpdesk operating through the same phone line, causing customers to wait when lines are busy. Separating the functions would allow for quicker response. 2) Fault resolution is delayed when coordination is lacking between NOC, MMC, transmission teams, and customers. A standardized flow chart for escalation is suggested. 3) Difficult problems are sometimes pending too long before being escalated to expert levels. The flow chart outlines escalation paths for all problem types.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    53 views3 pages

    Existing Noc/Helpdesk Function

    Uploaded by

    Shailendra P Khichi
    The document describes the existing NOC/helpdesk functions and processes for handling customer faults and issues. It then outlines several problems with the current system and provides suggested solutions. Specifically: 1) The existing system has NOC and helpdesk operating through the same phone line, causing customers to wait when lines are busy. Separating the functions would allow for quicker response. 2) Fault resolution is delayed when coordination is lacking between NOC, MMC, transmission teams, and customers. A standardized flow chart for escalation is suggested. 3) Difficult problems are sometimes pending too long before being escalated to expert levels. The flow chart outlines escalation paths for all problem types.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    EXISTING NOC/HELPDESK FUNCTION

    Customer
    (L2, L3 and MES etc) Huawei router health monitoring and mntc.
    MMC
    CFC
    MLDN
    Report
    making
    Core team
    Transmission
    E Mail
    Huawei/Ticket booking
    NNM
    Provisioning

    NOC/
    Helpdesk


    Suggested NOC operation flow chart



    Fault testing/booking
    for status and
    clearance
    If problem is difficult for information
    Media/other problem





    Expert level
    Helpdesk/NOC
    Higher officer
    MMC
    Customer/backbone
    For further coordination and testing with
    Customer/backbone/transmission
    Problems and Suggestions/solutions:
    Problems Suggestions/solutions
    Many times NOC land line is busy and
    Customer has to wait because in existing
    system Helpdesk and NOC are operating by
    same telephone.
    For quick solution of customers problem
    operation of NOC and Helpdesk should handle
    separately. In case of combined operation of
    both, more land line position and involvement
    of more officers is required.
    Pendency of fault due to lack of coordination
    and involvement of
    MMC/transmission/customer
    After technical testing by NOC The fault flow
    and closing process(with MMC) may follow
    the flow chart method
    Pendency of difficult or tough problem If problem is difficult for NOC it has to
    forwarded to expert level as shown in flow
    chart.
    L2 customer database search is time
    consuming and sometimes confusing
    A unique circuit id is provided to L2 customer
    so that searching of l2 circuit get faster(a vc id
    or vlan can be given to customer ) and wait
    time of customer get lesser
    Delay in Higher bandwidth customer fault
    resolution
    After technical testing by NOC if fault persist
    in below MPLS cloud the MMC should follow
    up with transmission and customer
    continuously for faster restoration of fault.
    Pendency of customer complaints in mail Customers mail reply should given
    immediately and responsibility of mail should
    be decided
    L2 circuit testing problem(Sometimes it is
    difficult resolve problem without ip)
    Secondary ip is not available always thus
    solution and guidance is required.
    Sometimes Link flapping/failure log/traffic
    utilization/reason of circuit fluctuation is
    asked by customer
    Solution required
    So many times customer asks when fault will
    rectify( fault restoration time/duration)
    Solution required
    Lengthy and confusing and time consuming
    report making
    Report should be crisp and easily
    understandable thus guidance and suggestion
    required

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