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Existing Noc/Helpdesk Function

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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Shailendra P Khichi
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106 views3 pages

Existing Noc/Helpdesk Function

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.

Uploaded by

Shailendra P Khichi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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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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