1. BROADBAND COMPLAINT BOOKING PROCEDURE @ CALL CENTER HYD,AP TELECOM CIRCLE 1504 CALL CENTER IVRS In IVRS flow, Customer selects Option 1. Then call will be routed to a separate group of BroadBand positions. BroadBand position agent receives the call. Interacts with customer and based on the nature of complaint like Error 691, Error678, Error 769, Error676, Error 815,etc, provides online guidance to trouble shoot and restore the complaint. Otherwise, agent will book complaint in CRM( for CDR SSAs) / Dotsoft(for Non CDR SSAs) Based on the nature of the complaint, it will be routed online through Dotsoft to the concerned section like MDF, Outdoor, NIB,etc. SUBSRIBER NEXT SLIDE

2. FLOW CHART FOR BROADBAND FAULT HANDLING at Call Center START Problem with Broadband connectivity Is problem with 678 error? Physical connectivity problem may be there. Check all the RJ11 & RJ45 connections between Modem, Tel Line, PC. Reboot the computer and Switch off and on the modem. Try to Browse the internet. CAPS lock may be on. Check CAPS lock ON/OFF. Retype UN/PW correctly. Otherwise reset the password at call center. Try to Browse the internet Is problem with UN and PW (691 error)? No Yes May be a LAN problem. Check the status of LAN. Enable the LAN activity, reboot the computer and try to browse internet May be a problem with LAN.Check for proper LAN drivers, if not there reload drivers. Check the status of LAN. Enable the LAN activity, reboot the computer and browse internet. Yes Is problem with 769 error Is problem with 630-633 error No Is the problem resolved Book Complaint in FRS No Customer Satisfied Yes

3. COMP CODEDESCRIPTIONROUTED TO ADSLF678 ERROR: NO ADSL LINKMDF ER678LINE/LAN/DSLAM BREAKMDF ER691ERROR 691: USERNAME/PASSWORD WRONGNIB ER769LAN DISABLEDOUTDOOR NDATNO DATA/SLOWMDF NINTADSL LINK GLOWING BUT NO BROWSINGMDF NMALNO MAILNIB OBCPOTHER BROADBAND COMPLAINTMDF VIRUSVIRUS PROBLEMOUTDOOR ER676PHONE LINE IS BUSYMDF BCCOOCOMPLETELY OUT OF ORDERMDF BCDILDISTURBANCE IN THE LINEMDF ROUTING OF BROADBAND COMPLAINTS Further call center will follow up the specific complaints like ER691, ER676,ER815 and customer repeated complaints, with field units.

4. COMPLAINT FLOW COMP CODEDESCRIPTIONROUTED TO - ACTION ADSLF678 ERROR: NO ADSL LINK MDF: Broadband will be tested with laptop at DLSAM port in MDF. If it is OK then it will be routed to OUTDOOR. (Other wise port side fault will be attended at MDF.) OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint. ER678LINE/LAN/DSLAM BREAK NDATNO DATA/SLOW NINT ADSL LINK GLOWING BUT NO BROWSING OBCPOTHER BROADBAND COMPLAINT ER676PHONE LINE IS BUSY BCCOOCOMPLETELY OUT OF ORDER BCDILDISTURBANCE IN THE LINE ER691 ERROR 691: USERNAME/PASSWORD WRONG NIB: Reset the password and informs the customer. NIB will route it to MDF for final clearance. MDF will verify with customer and closes the complaint. ER769LAN DISABLED OUTDOOR :OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF. MDF will test again and verify with customer. MDF closes the complaint. VIRUSVIRUS PROBLEM NMALNO MAIL NIB: NIB calls the customer and verify/configure the mail settings and restore the complaint. NIB will route it to MDF for final clearance. MDF will verify with customer and closes the complaint.

5. COMPLAINT FLOW FROM MDF For Complaint Codes: ADSLF, ER678, ER676, NDAT, NINT, OBCP, BCCOO, BCDIL MDF: Broadband will be tested with laptop at DLSAM port in MDF. If it is OK then it will be routed to OUTDOOR. (Other wise port side fault will be attended at MDF and verify with customer then close the complaint.) OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

6. COMPLAINT FLOW FROM OUTDOOR For Complaint Codes: ER769, VIRUS OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

7. BROADBAND COMPLAINT ( Error 691 ) HANDLING PROCEDURE 1504 CALL CENTER IVRS In IVRS flow, Customer selects Option 2 for Broadband Complaint Booking. Then call will be routed to a separate group of BroadBand Complaint Booking positions. BroadBand Comp Booking position agent receives the call. Interacts with customer and based on the nature of complaint like Error 691, verifies for P2 or P3 network and provides online guidance to trouble shoot and restore the complaint. If the problem is not resolved… The agent will inform such telephone numbers to TTA(CC). TTA(CC) will reset the password and inform the customer to verify. SUBSRIBER * This is also applicable to calls landed on 1500,18004241600 for 691 error cases.

8. COMPLAINT FLOW FROM NIB For Complaint Codes: ER691, NMAL NIB :Reset the password and informs the customer. Closes the complaint. NIB will route it to MDF for final clearance. Verify / configure the mail settings and restore the complaint. NIB will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.