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Trouble Shooting Minimum Requirement

Trouble Shooting Minimum Requirement. Jun. 14 th , 2007 Daigo Sawamoto KDDI Corporation. Introduction. Final Goal To update Reference Document #87, Trouble Shooting Procedure Background

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Trouble Shooting Minimum Requirement

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  1. Trouble ShootingMinimum Requirement Jun. 14th, 2007 Daigo Sawamoto KDDI Corporation

  2. Introduction • Final Goal To update Reference Document #87, Trouble Shooting Procedure • Background Revision of Reference Document #87 was agreed as the work item of Service Quality at CDG IRT Meeting in Nov.2006, based on the survey deployed among CDMA Operators.Since operators have different means to communicate roaming partners (such as via system and via e-mails), it is better to have same understanding on the minimum required information for investigation. • Purpose for CDG IRT meeting in June, 2007 To discuss and agree on the minimum requirements for trouble shooting • Future Action Item To discuss any other revision requested on Document #87 To discuss the feasibility of creating trouble shooting system

  3. Document #87and Minimum Requirements (ver.0.1) • To Revise Document#87 and Propose Minimum Requirements • Trouble Report in Document#87 • 1. Beginning • 1-1. Trouble Ticket No. • 1-2. Operator • 2. Customer Profile • 2-1. Last Name / First Name • 2-2. MDN/MIN/IRM • 2-3. Serving MSCID • 2-4. Contact Information • 3. Problem Outline • 3-1. Detected Time • 3-2. Location • 3-3. Problem(sms,orig call, etc) • 3-4. Handset Display • 3-5. Announcement • 3-6. Attachment • 4. Trouble Shooting History • 4-1. date, Check Item • 4-2. Resolution/Root Cause/ • Action Item • Minimum Requirements Home Carrier Reference Number MDN/MIN/IRM + ESN Detected MSCID • Place of sojourn • Detected Time • Detected Location • Problem description Home Carrier Status Length of stay additional comments : mandatory items : optional items

  4. Trouble Shooting Minimum Requirement (ver.0.1) • Required items (mandatory); • Customer’s MDN: • IRM(MIN): • ESN(MEID, UIMID): • Detected time: mm/dd/yy xx:xx (local time) • Detected location or MSC-ID: • Problem description; • -->Outgoing call:good or no-good • -->Digits dialed: • -->Incoming call:good or no-good • -->SMS MO: good or no-good • -->SMS MT: good or no-good • Home carrier status: • Request items (Optional); • Place of sojourn: • Length of stay: mm/dd/yy-mm/dd/yy • Home carrier reference number: (This means the reference number • Additional comments: that individual Home Carrier assigns) To identify the customer that complains To focus on the problem’s point and let the operator investigate easily To confirm the normality of Home Status before requesting the investigation to RP

  5. Trouble Shooting Minimum Requirement (ver.0.1) • Omitted Items from Refernce Document#87 (See CDMA International Roaming Customer Trouble Report) ・Contact Information ・Handset Display ・Announcement ・Trouble Shooting History ⇒If Above Items are required , they should be written in “Additional Comments”.

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