M2M Operations - Issue handling and resolution methodology

Below are the sequence based on level of escalations, and there’s an indicator at the end of the bullet (please refer to Legend below):

1st level escalation

1. Log case to ECH (G)

2. Log case to IT BS (SC)

3. Check Kenan/HLR for call bar, APN exist or not, Data profile, NUM configuration, BC code (G)

4. Ensure device functioning (G)

5. Check for SIM PIN whether it is enabled or not (G)

6. Swap device (G)

7. Ensure device can make PDP context (PS)

8. Verify signal strength at remote site (G)

9. Verify APN is correct (PS)

10. Identify network type (2G/3G) (G)

2nd level escalation

1. Check tracings/analyzer in Agilent (PS)

2. SMS MO/MT in Logica (CS)

3. Leased Line/Network status in Solarwind, Traffica/SIGOS/Geoprobe (in future) (PS)

4. Check BC code (CS)

5. Hyperterminal test call (CS)

6. Get modem AT settings (CS)

7. Get error/comm/server logs (G)

8. Ping/tracert/lookup to backend server/router/border gateway/service net router (PS)

9. Get ipconfig all (get device IP) (PS)

10. Check device IP range (PS)

11. Get TM's personnel contacts (for Leased Line issues) (PS)

12. Get TM's Leased Line status (PS)

13. Check Leased Line NTU at MHS & customer server (PS)

14. Get samples of good and bad number for comparison (G)

3rd level escalation

1. Log case to NOC

2. Provide info from 1st/2nd level escalation to NOC/SOC/NMC/PS Core

3. Ensure provisioning in ASAP/EMA intact

4. Ensure status in NPS intact

Actions can be taken

1. Follow up with NOC/SOC/NMC/PS Core/IT BS

2. Follow up status with customer, get customer to retest once received feedback from NOC/SOC/NMC/PS Core/IT BS

3. Update status to Commercials/Sales

4. Update status from customer to NOC/SOC/NMC/PS Core/IT BS

5. Once resolved, update Commercials/Sales/NOC/SOC/NMC/PS Core/IT BS to close case at ECH/NOC

6. Get Incident Rreport (for corporate Leased Line related issues)

Usual Solutions

1. CB release

2. Reset data profile

3. TD reconnect

4. Restart CIBS services

5. Internal troubleshooting

6. On-site troubleshooting

Tools we have

1. Agilent Session Analyzer

2. Agilent Session Trace

3. Logica

4. Solarwind

5. Traffica

6. SIGOS

7. Geoprobe

Legend:

(G) - General issue

(CS) - Circuit-Switched

(PS) - Packet-Switched

(SC) - Short Code

Hopefully by info sharing from you guys can improve our investigation and troubleshooting processes.

Thanks.