CALL-CENTER

TECHICAL SUPPORT
MANAGER CALL-CENTER: MR. TUYN
Email: Huynh Quoc Tuyn <tuyn.huynh@opennet.com.kh>

Prepared By: Mr. Kakada

Content
As we are a Call-Center. We should to know information a lot of
in company. As bellow:
I. We must to know about company. How about this company?
II. We need to support of customers. How about support customer?
III. ADSL and FIBER
IV. Customer have problem a lot with other department and CallCenter need to know a lot department too. Which Call-Center
need contact to?
V. Troubleshoot of customers have a lot of
VI. Position of Call-Center

Plan of Content

I.

As we are a Call-Center. We should to know information a lot of in company. As bellow:

We must to know about company. How about this company?
1)
2)
3)

II.

Background of Company
Branch of Company
Service of Company

We need to support of customers. How about support customer?

1)
Support customer without angry
2)
Support customer angry
III.
ADSL and FIBER
IV.
Customer have problem a lot with other department and Call-Center need to know a lot department too. Which Call-Center need contact to?
1)
Call-Center need Contact to NOC
2)
Call-Center need Contact to SIR
3)
Call-Center need Contact to INF
4)
Call-Center need Contact to CUS
5)
Call-Center need Contact to SALE
6)
Call-Center need Contact to ADMINISTRATOR
V.
Troubleshoot of customers have a lot of. As bellow:
1)
Customer has problem UP/DOWN ( No ADSL Light)
2)
Customer has problem UP/UP No IP
3)
Customer has problem UP/UP Have IP
4)
Customer has problem Access Internet Slow
5)
Customer has problem Access Internet Always disconnect
6)
Customer has problem cant Access some website
7)
Customer has problem Invalid DSP, Invalid Username Password, Invalid Mac Address
8)
Customer cant access wifi and cant connect wifi
9)
Customer cant connect mail Outlook
10)
Trouble Shouting Game Online LOL (League Of Legends)
VI.
Position of Call-Center

I. We must to know about company. How

about this company?
1)

Background of Company

Now a day the technologies are very high in every where in the world. People communicated by a lot of way. Internet is the big part the
make technology growth up. Opennet is the name of the Internet service provider that investing in Cambodian from 13.01.2012 by the
King Technologies LTD Vietnam.

2) Branch of Company
The OPENNETs company open since on 13.01.2012 until now have a lot of branch. As bellow:

3)

Phnom Penh City (Now company have 4 Branch Beong Keng Kong I, Branch Steng Menchey, Branch Tektla, Branch Toul Kok)
Kandal Province
Kompong Cham Province
Kompong Tom Province
Simreap Province
Battambong Province
Banteay Menchey Province
Seyhanuk Ville

Service of Company

The OPENNETs company is company that provide service internet to user ( Bank, Company, Organization, Customer house). This
customer provide service internet two packet . As bellow:
ADSL: (Home Lite, Home Basic, Home Advance, Home Plus)
FIBER: (BusinessSave, BusinessLite, BusinessBasic, BusinessAdvance, BusinessExpert)

II. We need to support of customers. How about support customer?

1)

Support customer without angry

If customer called to CC complain about his internet, we need to solve such as:
Ask customer, Whats problem of his internet?
Support customer step by step
We will solve problem of customer, when we know about his problem.
If we cant solve this problem of customer, we can checklist to technician and tell customer wait technician go to support for
him

2)

Support customer angry

If customer called to CC complain about his internet, we need to solve such as:
Ask customer, Whats problem of his internet?
Try to communicate with customer by professor
Dont try to speak angry with customer when customer angry with company
We will solve problem of customer, when we know about his problem.
If we cant solve this problem of customer, we need to send to Leader or Manager solves this case.

III. ADSL and FIBER

ADSL
ADSL(Asymmetric Digital Subscriber Line) is mean downstream & upstream is disparity.
Model : modem 1 port & modem 4 port. The cable outside connect to modem by RJ11 port. From modem to
PC connect by RJ45 cable.
Device need for Internet ADSL OpenNet :
Computer: PC desktop or laptop with network card.
Router or modem ADSL of Opennet
Local area network cable: Connected form PC to hub, switch, router

 FIBER
FTTH(Fiber To The Home) it mean downstream & upstream is parity.
Model : modem 1 port & modem 4 port. The cable outside connect to modem by Epon port. From modem to
PC connect by RJ45 cable.
Device need for Internet ADSL OpenNet :
Computer: PC desktop or laptop with network card.
Router or modem ADSL of Opennet
Local area network cable: Connected form PC to hub, switch, router

 Package ADSL and FIBER

ADSL Package

FIBER Package

IV. Customer have problem a lot with other

department and Call-Center need to know a
lot department too. Which Call-Center need
contact to?
1)
Call-Center need Contact to NOC
The customers called to Call-Center has problem about ( Not enough speed, Cant access some website, IP) but
Call-Center cant solve all everything by this case. So like that, Call-Center should contact or send mail to NOC
solve this case for us too. Example by Email: NOC (noc@opennet.com.kh, noc.ticket@opennet.com.kh)
2)
Call-Center need Contact to SIR
The customers called to Call-Center has problem about ( On Checklist, Customer not yet install, Customers no
internet access, Wrong Profile about Packet Speed, Change Location) but Call-Center cant solve all everything
by this case. So like that, Call-Center should contact or send mail to SIR solve this case for us too. Example by
Email: 'SIR MANAGER' (sir.manager@opennet.com.kh)
3)
Call-Center need Contact to INF
The customers called to Call-Center has problem about ( Pop Off light, Kongtor Electric Broken, Customer need
company pay money electric for him) but Call-Center cant solve all everything by this case. So like that, CallCenter should contact or send mail to INF solve this case for us too. Example by Email: 'INF'
(inf@opennet.com.kh; infticket@opennet.com.kh)

4)
Call-Center need Contact to CUS
The customers called to Call-Center has problem about ( Payment, Go to collect money, Customer rent IP, Restore
service, stop use internet) but Call-Center cant solve all everything by this case. So like that, Call-Center
should contact or send mail to CUS solve this case for us too. Example by Email: CUS (cus@opennet.com.kh)
5)
Call-Center need Contact to SALE
The customers called to Call-Center has problem about ( Customers cant install, Customer have problem with
sale, Customer want to know name sale) but Call-Center cant solve all everything by this case. So like that,
Call-Center should contact or send mail to SALES solve this case for us too. Example by Email:
SALESROOM(salesroom@opennet.com.kh)
6)
Call-Center need Contact to ADMINISTRATOR
The customers called to Call-Center has problem about ( Customer want to know some information from
company, Customer want to meet CEO, Customer want to investment) but Call-Center cant solve all
everything by this case. So like that, Call-Center should contact or send mail to HR solve this case for us too.
Example by Email: HR(hr@opennet.com.kh) .

V. Troubleshoot of customers have a lot of. As bellow:

1)Customer has problem UP/DOWN ( No ADSL Light)

If customer called to CC has problem No internet access and No ADSL light but check show (Up/Down or
Unknow/Unknow). We need to guide customer check such as:
1. Take out/ Take in cable ADSL Light
2. Turn Off/On modem
3. If guide already but still the same,we can checklist normal.
Thank you!
Update Step: Technical >> ADSL >> No Internet Access >> Client at Home >> Check Internet Status >>
No Last Access Error and Admin/Operation = Up/Down >> DSL Light Off/Blinking >> Client: On The Checklist

2) Customer has problem UP/UP No IP

If customer called to CC has problem no internet but we check show (Up/Up No IP). We need to guide customer
check such as:
1. Check Invoice
2. Check Last Access Error
3. Restart mode
4. Guide customer configures modem
5. If guide customer already but still the same, we can checklist normal.
Thank you!
Update Step: Technical >> ADSL >> No Internet Access >> Client at Home >> Check Internet Status >>
No Last Access Error and Admin/Opertion = Up/Up and Online Conection IPW=No >>
Turn Off/ On modem, Check LAN >> Ping Default Gateway OK >> Config modem >> TP Link 8840T >>
Check Internet Status >> Client: Thanks for supporting

3) Customer has problem UP/UP Have IP

If customer called to CC has problem no internet but we check show (Up/Up have IP). We need to guide customer
check such as:
1. Check Invoice
2.Check his wifi or Lan
3. Check Proxy, Firewall, DNS, Put DNS company, Ping 202.58.98.202
4. If guide already but still the same ,we can checklist normal.
Thank you!
Update Step: Technical >> ADSL >> No Internet Access >> Client at Home >> Check Internet Status >>
No Last Access Error and Admin/Opertion = Up/Up and Online Conection IPW=Yes >> Check the Connections >>
Check LAN >> The LAN Icon is available >> IP = 192.168.x.x/ Other >> Ping Default Gateway >> Check DNS >>
Reply from DNS Server >> Client: Thanks for supporting

4) Customer has problem Access Internet Slow

If customer called to CC has problem internet slow but we check show (Up/Up have Ip, Up/Down,
Unknow/Unknow). We need to guide customer check such as:
1. Check Profile
2. Check SNR
3. Ping Getway modem
4. Which website access slow?
5. Guide customers test speed by www.speedtest.net
6. Guide customers clear history in PC or Smart phone (Samsung, Iphone, Ipad) and check RAM, CPU,
instill software Ccleaner to test more
7. How about customer use with 3G in Smart phone?
8. How many peoples that used this connection?
9. How about customer use with PC or Smart phone (Samsung, Iphone, Ipad)?
10. If guide already but still the same, we can checklist normal or tell him install Teamviewer.
Thank you!
Update Step: Technical >> ADSL >> Internet Webpages Access Slowly >> Client at Home >>
Most of Webpage Slowly >> Check SNR / Attenuation >> On Standard >> Check LAN >>
Check Ping Default Gateway >> Ping OK >> Ping to DNS >> Ping OK >> Client: Thanks for supporting

5) Customer has problem Access Internet Always disconnect

If customer called to CC has problem internet always disconnects but we check show (Up/Up have Ip, Up/Down,
Unknow/Unknow). We need to guide customer check such as:
1. Check SNR
2. Ping Getway
3. Ping DNS
4. How many peoples that used this connection?
5. If guide already but still the same,we can checklist normal.
Thank you!
Update Step: Technical >> ADSL >> Connection quickly Disconected >> Client at Home >>
Check Internet Status and Connections >> Conection Time is disconneced many times >> Create Checklist >> Client:
Thanks for supporting

6)
Customer has problem cant Access some website
If customer called to CC has problem can not access some Website and internet is normal but we check show (Up/Up
have Ip, Up/Down, Unknow/Unknow). We need to guide customer check such as:
1. Check DNS Static or Automatic
2. Ping getway, Nslook up website, Ping website, tracert website, and capture problem send to NOC
3. If guide already but he cant do, we can checklist normal or tell him install Teamviewer.
Thank you!
Update Step: Information >> Informatin Complain >> Orther Webiste>> Client: Thanks for supporting
Item Check

Result Check

ID

IPWAN

Nslookup

Ping
Tracert

Image

7)
Customer has problem Invalid DSP, Invalid Username Password, Invalid Mac Address
If customer called to CC has problem Invalid DSP, Invalid Username Password, Invalid Mac Address and no
internet access but we check show (Up/Down, Unknow/Unknow). We need to guide customer check such as:
1. Check Modem
2. Guide customer Refresh Invalid DSP, Invalid Username Password, Invalid Mac Address
3. If guide already but he cant access the same before the time, we can checklist normal.
Thank you!
Update Step Invalid DSP: Technical >> ADSL >> No Internet Access >> Client at Home >> Check Internet Status
>> Last Access Error = Invalid DSP >> Reset DSP >> Client: Thanks for supporting
Update Step Invalid Username Password: Technical >> ADSL >> No Internet Access >> Client at Home >>
Check Internet Status >> Last Access Error = Invalid Username and Password >> Change Password >> Client:
Thanks for supporting
Update Step Invalid Mac Address: Technical >> ADSL >> No Internet Access >> Client at Home >>
Check Internet Status >> Last Access Error = Unauthorized MAC Address from >> Reset MAC >> Client: Thanks for
supporting

8)

Customer cant access wifi and cant connect wifi

) Wifi icon exclamation was:

) Win XP: Client not get IP from the modem wifi LAN / Access Point

Restart the modem device, Access Point, check the connection from the modem to Access Point
Restart the computer if still not accessible guide to the DHCP client wifi modem / Access Point
Check the LAN IP on computer science are set statically or Auto

) Win Vista/ Win 7: Do not get signal connection

Restart the computer, modem Wifi / AP

Check DHCP on wifi modem / AP
Check back pass, filter on wifi modem / AP: Disable MAC filter

) WinXP: Go to Start -> Settings -> Network Connection -> Wireless connection -> if the connection icon
Wireless blurred -> click to select the Enable
) Win7, Vista: Go to Start -> Settings -> Network and Sharing Center -> Change Adapter Settings -> if the
connection icon Wireless blurred -> click to select the Enable Or right-click the wireless icon and select Open
Network and Sharing Center Change Adapter Settings -> if the connection icon Wireless blurred -> Click to
select the Enable
) Win 8: Right-click the icon Airplane Mode select Open Network and Sharing Center Change Adapter
Settings -> if the connection icon Wireless blurred -> click to select the Enable

 Solution of support Customers

If customers called to Call-Center like this. We can support customers as bellow:
Restart the modem / AP (Renewal fees if customers owe)
Check out PC KH DNS, proxy, anti-virus program
Check Ping Reply from 202.58.98.202 DNS >> >> >> No Internet connection Ping Check website >> No
Internet connection >> Check Proxy web browser >> No Internet connection: required cusomter check your
PC
Check Request timed out Ping DNS >> >> Modem Wifi OpenNet provides: bringing equipment to the
company check it more, customers do not have to hard reset the modem configure AP.
Wifi connection unstable:
Computer weak reception, flutter: Explain clearly the broadcast client dependent factors:

The distance from the computer to broadcast equipment

The surrounding obstructions, trees, walls, ...
Security mechanisms: pass, filter, ..
Cables are not stable: support such case ADSL

 The common problems:

Wifi icon is red slashes or blurred:
- Customer disable or enable WiFi on my laptop around but no Wifi waves.
Or laptop customers do not get waves Wifi Driver error by not getting Wifi transmitters

Solution of support Customers:

Guide customers check Wifi modem device opened yet? WLAN devices lights shining on it? Guide customers log into
the modem, LAN Access Point with cable: Enable Wireless LAN, there is no client Guide provides test equipment to
the Company or provide warranty AP's Guide to Customer review has enabled Wifi on the laptop yet? If open then
reinstall Driver Wifi card: Science does not manipulate the guide carry laptop warranty, reinstalling Window

9) Customer cant access Mail Outlook

Customer called to Call-Center have problem cant send mail outlook but his internet no problem. We can support
customer such as:
Restart outlook and check processing full. Guide test with other ISP outlook send/receive is OK/not OK. If other
ISP is OK, guide customer test webmail. If webmail is not OK also, guide customer contact to webmail admin.
Guide customer check user account, outgoing/incoming mail server and port outgoing/incoming are OK/Not. If
check all is OK but still can't send/receive mail. Ping, tracert, telnet port, tratcp mail server. Send all remote to
NOC check and resolve for customer

10)
Customer cant access game online (LOL)
Customers called to Call-Center has problem cant access game online or access game online slow. We can support customer like this. As bellow:
)
Check Speed, Profile and SNR in Monitor or Inside first

)
Computer Requirement
Recommended System Requirements:
3GHz processor

1 GB RAM

750 MB available hard disk space

GeForce 8800 or equivalent video card

XP with the latest service pack installed , Windows Vista with the latest service pack installed , or Windows 7 (Mac OS is currently not
supported)
Checked application running on PC and especially game application (Update/Yet)

 Check Modem Router and DNS

Ping Getway Modem check signal modem if packet reply <1ms and 2ms is OK.
Data Modem Rater Upstream/Downstream
Check DNS and Soft Reboot then test again

Check Game Online Problem

Ask customer IP Game Server and Location Game Server if customer dont know.
Pleases find IP Game Server by Wireshak scan IP.
Use Wireshak scan IP game: You can go to Wireshak for using scan IP game Server:
Capture/Interface List -> Choose (Wireless card/Network card)

Note:
You can to customer log in use Game then play a few minutes, so you can start
Wireshak scan IP game Sever.

Check PC close service application running on PC then running game only one.

Start Wireshak Scan IP Game

Filter TCP protocol then start scan IP address. The IP Game Server is strong IP public
and Game online use TCP protocol, so we need filter TCP protocol for scan IP Address
exactly.
Exampl: We got result as above to show IP game LOL (IP address: 95.172.65.54).
You can go to website: http://bgp.he.net Using these website finder countries, ISP
hosting and Organization of IP address.

 Form sent to NOC resolve problem

When we can got all some information like this, we need send NOC to solve this problem. As bellow by Form:
Item Check

Result Check

ID

Ping IP Game

Tracert IP Game

Including game play image

Speedtet image

VI. Position of Call-Center

As we are a Call-Center at company. We to know clearly about us position or obligation at work too. The Call-Center
at OpenNet company need such as:
We need to respect policy of company
We need to know all every about Technical Support and Information Support
We need to support customers by professor
We need to know problem of customers a lot for that its easy to make solution for him
We need to search a lot of document to study more to improve our self
We try to all everything in company that easy to guide customer
We try to support customers complain about our company
We try to support all customer by good quality and good service of our company
We try to know all everything that company want to got it

 Note about SNR of ADSL and FIBER

THANK YOU !!!!