Topics to be covered

Telephonic support
SM TICKET RESOLUTION
 1.Number to be released from
NOT CONTIONED state
Procedure for Front end :-

Go to Inventory -> Numbers -> Manage -> Give the required

number in Start Number field and click on search -> The
number would be in NOT CONDITIONED status

Click on Batch Update tab -> Give the status as AVAILABLE ->
Click on Update button and the number would be released.
 2.Number to be released from
RESERVED state
Go to inventory > Numbers>Voice Number>Manage

Go to Inventory -> Numbers -> Manage -> Give the required

number in Start Number and STD code field and click on search
-> The number would be in RESERVED status

Go to Batch Update -> In status field click LOV -> Select

AVAILABLE ->Click batch update
 1.Number to be released from
NOT CONTIONED state
Procedure for Back end :-

SELECT * from NUMBERS where NUMB_NUMBERS = '2582690‘

and NUMB_NUCC_CODE = '0191' for update

We need to update following 2 attributes in NUMBERS table:

• NUMB_NUMS_ID  2
• NUMB_REMARK  Ticket number or requested person name
Post changes -> COMMIT.
 ID for number status:

Number status id in NUMBERS table:-

• NUMB_NUMS_ID =1 for ' NOT CONTIONED '
• NUMB_NUMS_ID =2 for 'Available'
• NUMB_NUMS_ID =3 for 'Reserved'
• NUMB_NUMS_ID =4 for 'Allocated'
• NUMB_NUMS_ID =5 for 'quarantine'
• NUMB_NUMS_ID =6 for 'RESERVED FROM QUARANTINED'
 1.Number to be AVAILABLE from
QUARENTINED state

SELECT * from NUMBERS where NUMB_NUMBERS = '2582690‘

and NUMB_NUCC_CODE = '0191' for update
We need to update following 4 attributes in NUMBERS table:
• NUMB_STATUSCHG_DATE  NULL
• NUMB_SERV_ID  NULL
• NUMB_NUMS_ID  2
• NUMB_REMARK  Ticket number or requested person name
 3.Work group re-routing

Procedure for Front end :-

Go to employees > Query > Enter the EMP ID which one you want to
Change > Query
It will display all the workgroups which are all belongs to that particular
Person.
Select the work group which you want to re-routing and delete from that
Employee’s association by clicking Delete button and save it.

Go to employees > Query > > Enter the EMP ID which one you want to
Change > Query
Click in work group list > click INSERT tab > add your work groups > save it
 3.Work group re-routing

Procedure for Front end :-

select * from employee_work_groups em where
em.emwg_empe_userid = 'B198111390' for update

Run above query  Fill the HRMS numbers in EMWG_EMPE_USERID column

 EMWG_WORG_NAME as work group name  EMWG_WOGC_NAME as
SERVICE_ORDERS EMWG_STATUS as ACTIVE  EMWG_SEQUENCE you
have to start from last number from that table

Note:-For same work group you have to add second row with same data
except the EMWG_WOGC_NAME. It should be WORK_ORDERS.
 BB_NIB_DONE not getting completed

If the task since long pending at clarity check in instance finder with
CDR order No.
Case1:-Put msg to NIB got success. But there is no get msg from NIB
For this we need to check with NIB status.If it was activated at NIB ask NIB
to send a SUSCCESS msg to clarity.
Case2:-Put msg to NIB got failed.
Refire the order once again to NIB by resetting the BB_INVOKE_NIB task
error.
 BB related errors & Port binding errors

1.691 error:-
If customer is getting Error:-691 while accessing BROAD BAND
Check the port binding details at NIB
INNER VLAN
OUTER VLAN
BRAS/BMG IP
If the port details are different with portal we need to update
based on NIB ports
 TASK ERROR
1.VALIDATE_SO error:-
• Number not reserved for this service
If there is no telephone number in tel number field at service orders
window
go to attributes > Copy the telephone No > Check the status in
inventory

Case 1: If the telephone number status is available

Take the disconnection service Id and make the number status as
QUARENTINED with the disconnection service Id in numbers table and
reset the task.

Case 2: If the number is in reserved state without any service id

Then check with CRM whether that number is reserved for same customer
or not. If yes change the number status as QUARENTINED with the
disconnection service Id in numbers table and reset the task.
 TASK ERROR
1.VALIDATE_SO error:-

• This number is already reserved for another service. Please

check
For this error we have to query with CRM order id in service
orders window at clarity.
If there are more than one service orders for the same
telephone number, we need to cancel one order and revert to
CRM team.
 TASK ERROR
1.VALIDATE_SO error:-

• Error:-Error ORA-01403: no data foundwhile Getting the

modem from the order.

Step 1: Try to reset the error task.

Step 2: If it is not going check with CRM what is the
BB_CUST_REQ_MODEM(TYPE)
Step 3: Update the modem in service_order_attributes table
as per CRM modem and reset the task.
 TASK ERROR
1.VALODATE_SO error:

• Error:-Error ORA-01403: no data foundwhile Getting the modem from

the order.

Step 1: Try to reset the error task.

step 2: If it is not going chk with CRM what is the
BB_CUST_REQ_MODEM(TYPE)
step 3: Update the modem in service_order_attributes table as per CRM
modem and reset the task.
 TASK ERROR
1.VALIDATE_SO Error:

• Error ORA-01403: no data foundwhile Fetching the status of

the circuit
• This number is not reserved - Order would be cancelled-
Please check and enter the halt reason and reset the task

For these errors we need to cancel the orders.Because

telephone number(New No) status is available after
reconnection order created.
 TASK ERROR
2. BB_INVOKE_NIB task error:

• Error msg: This userId already exist

Step1: we need to drop a mail to NIB for confirmation whether userid active or not
Step2: We need to check in INSTANCE finder whether more than one request for NIB or
not
Step3: If active We need to complete the task from backend by using following query

select * from service_implementation_tasks where seit_sero_id = '22000203346'

we run that above query we can get the setc_id.If we run that below query we will get
commands table. So we need to delete those commands and commit it.
 TASK ERROR
select * from service_task_comments where setc_id = '2373589‘
for update

After this we need to run below one > cut the error task row > paste it
below the table and change the status to completed > commit.

select * from service_implementation_tasks where seit_sero_id =

'22000203346' for update
 TASK ERROR
2. BB_INVOKE_NIB task error:

• Error: THE IP ALLOCATED HAS FAILED VALIDATION.PLEASE ALLOCATE A

DIFFRENT IP AND RESET THE TASK
Go to Attribute > chk the BB_static_ip field > Remove the Ip >
BB_NO_STATIC_IP = 0

select * from service_order_attributes where

seoa_sero_id='11000114317' and
seoa_name in ('BB_NO_OF_STATIC_IP','BB_STATIC_IP') for update

select * from services_attributes where

satt_serv_id='000202779' and
satt_attribute_name in ('BB_NO_OF_STATIC_IP', 'BB_STATIC_IP')for
update
 TASK ERROR
2.BB_INVOKE_NIB error:

• Error: ServiceUserID does not exists PLEASE CHECK THE

ORDER AND RESET THE TASK

Step 1:ceck with NIB what is the userId corresponding to that

telephone number and update it in CDR systems
step 2: Userid needs to be update first at billing and
CRM.After that only clarity will do that.
 TASK ERROR
2.BB_INVOKE_NIB error:-
• error msg:-Duplicate value in CDROrderNumber PLEASE
CHECK THE ORDER AND RESET THE TASK

For this error first we need to check in instance finder

whether put msg and get msg got success from NIB.If Put msg
got success more than once.But no success get msg means we
have to chk with NIB and have to complete the task manually
from back end.
 TASK ERROR
3.UPDATE_BB_BILLING error:

• Error: Given barred product does not exist....

Step1: We need to chk in INSTANCE finder whether more than one request for
Billing or not
Step2: If yes complete the task from backend and make the error for
BB_CRM_UPDATE and reset the error task.It will send the update to CRM.

select * from service_implementation_tasks where seit_sero_id = '22000203346'

• we run that above query we can get the setc_id.If we run that below query we will
get commands table.So we need to delete those commamnds and commit it.
 TASK ERROR
select * from service_task_comments where setc_id = '2373589' for
update

After this we need to run below one > cut the error task row > past it
below the table and change the status to completed > then change the
CRM_UPDATE task to error > commit.

select * from service_implementation_tasks where seit_sero_id =

'22000203346' for update
 TASK ERROR
4. Check_Ind_discon error:

Step1:We need to check disconnection completed or not

Step2:If completed Go to reconnection > Attributes > Query >

IND_DISC_DONE > Query >chnage the default value "Y" > save

Step3:Check in Service_order_attributes table whether

changes updated or not
 TASK ERROR
5.CHECK_TESTING_OUTPUT error:-
• Error msg:-Error while Check if it is a broadband serviceORA-
06502: PL/SQL: numeric or value error: character to number
conversion error

For this we need to check any attributes entered wrong

format like INNER_VLAN and OUTDER_VLAN
 TASK ERROR
6. Invalid request type:Error
Case:1
Order type : MODIFY
Order Sub type: Broadband Reconnection

Step 1:Check following three attributes:

BB_NETWORK_TYPE
BB_NETWORK_CHANGE
BB_RELOCATE_WITHIN_SSA

Step 2: Query with telephone number and check these three attributes in
Disconnection order and update the same in MODIFY from
service_order_attributes table and reset the task.
 TASK ERROR
Case:2
Order type: DELETE
Order Sub type: Shift%

Step 1:Check following three attributes:

BB_NETWORK_TYPE
BB_NETWORK_CHANGE
BB_RELOCATE_WITHIN_SSA

Step 2: Query with telephone number and check these three attributes in
create order or if he is a migreated customer check in circuit design and update
the same in DELETE from service_order_attributes table and reset the task.
 TASK ERROR
Case:3

Order type:CREATE
Order Sub type: Shift%

Same as case 2.But we need to check in disconnection order.

 FAULT ORDER ERRORs
• Not able to close the WORK ORDER for fault order:

1)tel no 0251-2567770 fault docket cant closed error showing is='Allowed status values are Reserved and
Inservice only'

For this error fault order inprogress after tel number disconnected. So we need to cancel fault order
from back end.

2)tel no 0251-2560001 fault docket can't closed error showing is='Error Ora 01427 Single row subquery
returns more than

Check the circuit design properly designed or not

 TASK ERROR

7.Invalid Request Type error:

If change in emailId requested without plan change

Go to service_order_attributes table corresponding that

service order id > Remove that order sub type > save >F10
(Commit)
Password Reset-Escalation to admin
Analysis and Escalations