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VAS

MCA
1. Is Forwarding is enabled or not at 9231622 (HLR /CRM View)?
2. ARe SMSC Logs for SMS Delivery from 622 recently?
3. Check Hit on MCA Platform? [ Option of Interface for CMC being explored with P&C Dept ]

CRBT
Complaints for CRBT Playing issue:
1. Is the service activated on CRBT platform?
2. Is the service activated on BOSS platform?
3. Is the service activated on HLR platform?
4. If the above is ok, make at least 2 test calls on customer number to verify if the respective
ringtone is playing or not?

Complaints for CRBT copy issue:
5. Is the B-party’s CRBT service activated?
6. Does B-party number have required ringtone in his library?
7. Is the A-party number following proper procedure (Press * key)?
8. Does A-party number have sufficient balance to purchase the ringtone?

Complaints for CRBT registration issue:
9. Does A-party number have sufficient balance?
10. Check if there is any request in SMSC logs for 230 short code (In case of subscription via SMS
channel)
11. Check if CRBT service is already activated on BOSS platform but not on CRBT platform.

Complaints for CRBT content purchase:
12. Does A-party number have sufficient balance?
13. Is the mentioned ringtone hidden on CRBT platform or not?


SMS
1. Do SMS logs exist in LMT pertaining to the problem no. ?
2. Is Customer is blacklisted in Anti-Spam Portal ?
3. For Incoming issue from OMO and no Hit in LMT or Anti-Spam, issue pertains to OMO and
CMPAK. Complaint should not be logged in VAS SLA.
4. For Outgoing INTL/OMO complaint with Error “HLR does not acknowledge” after route request ,
pertains to other Operator/ INTL operator. Complaint should not be logged in VAS SLA.
5. For ICS SMS issue, check GW to EMP account message submission from LMT.



NSS


On-Net Connectivity-IC
Complaint about Onnet
connectivity (incoming)
18 Hours NSS HQ
1- Issue facing from any particular number or from all
network?
2- issue facing on occasion based or on permanent bases?
3- Please check the forwarding/divert or barring might not
enabled from handset(MOBILE) on your number?
4- Please check the that the called number(B’party number)
is not present in the screened number list of your
handset(MOBILE)?
5- Have you checked after replacing the handset
6- Number belongs to MNP(port in)
On-Net Connectivity-
OG
Complaint about Onnet
connectivity (outgoing)
18 Hours NSS HQ
1- What is the strength of signal
2- Issue faced on particular number or on all zong network
3- Have you checked switching OFF/ON the
handset(MOBILE) in coverage area?
4- What type of error received while calling(“Network Busy”
“Error in network connection or Connection error” “Unable
to connect”)?
5- Or any announcement(“Rabta Mumkin nhi hai” “Filwaqt
kisi ke Istamal mein nhi”) played?
Off-Net Connectivity IC
Complaint about Offnet
connectivity (incoming)

1- Issue facing from any particular number or from all
networks?
2- issue facing on occasion based or on permanent bases?
3- Please check the forwarding/divert or barring might not
enabled from handset(MOBILE) on your number?
4- Please check the that the called number(B’party number)
is not present in the screened number list of your
handset(MOBILE)?
5- Have you checked after replacing the handset
6- Number belongs to MNP(port in)
7- which operator announcement is playing
Off-Net Connectivity-
OG
Complaint about Offnet
connectivity (outgoing)

1- What is the strength of signal
2- Issue faced on particular number or on all network
3- did you check the next B party number, i.e. if you are
dialing 030xxxxxxx1, please check 030xxxxxxx2
3- Have you checked switching OFF/ON the
handset(MOBILE) in coverage area?
4- What type of error received while calling(“Network Busy”
“Error in network connection or Connection error” “Unable
to connect”)?
5- Or any announcement(“Rabta Mumkin nhi hai” “Filwaqt
kisi ke Istamal mein nhi”) played?
6- which operator announcement is playing
International Call
Connectivity OG
Complaint about international
call connectivity (outgoing)
18 Hours NSS HQ
1- Are you dialing with 00 format?
2- ISD facility is available?
3- in which language announcement is playing
4- What type of error received while calling(“Network Busy”
“Error in network connection or Connection error” “Unable
to connect”)?