technical trouble shooting guide - the neotel · pdf filetechnical trouble shooting guide...

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Technical Trouble Shooting Guide

Confidential to Neotel

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1. First time set up (lite, prime, flex data, neo-go, mi-fi)

2. Neomail set up3. Introduction to neotel systems4. Service requests and repairs5. Trouble shooting process flow6. DUN error codes

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Contents:

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Neo connect lite set up

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Step 1: Insert the Drivers Software CD for the NeoConnect LiteSerial to USB Port cable device/ connect the USB to USB Portcable NeoConnect Lite device to the PC.The below window will appear:

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Neo connect lite set up continued

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Step 3: Wait for the install Shield Wizard to prepare the setup, the below screen will appear:

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Neo connect lite set up continuedStep 4: Click Next and the below screen will appear, check the, I Accept the license agreement by selecting the action button next to the statement:

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Neo connect lite set up continuedStep 5: Click Next to advance and the below window will appear:

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Step 6: Click Next to advance and the below window will appear:


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Neo connect lite set up continuedStep 7: Click Next and the below window will appear:

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Neo connect lite set up continuedStep 8: Wait until the Install Shield Wizard has finished configuring the software installation:

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Neo connect lite set up continuedStep 9: On the below window select the Continue Anyway tab and the below window will appear:

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Installing Windows drivers for:NeoConnect Prime

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Neo Connect Prime Installation

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How to Connect to the Internet

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The following are the Icons on the NeoConnect Manager: Internet Tab The NeoConnect Manager supplies with the internet

function. We could use this function to connect the internet easily.

Settings Tab Settings are for the NeoConnect Manager status. They

contain User settings and advanced settings.

Connect Tab Once you have configured the settings you click on the

Connect tab to connect to the internet.

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Installing Windows drivers for: NeoConnect Prime

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The following are the Icons on the NeoConnect Manager: Internet Tab The NeoConnect Manager supplies with the internet

function. We could use this function to connect the internet easily.

Settings Tab Settings are for the NeoConnect Manager status. They

contain User settings and advanced settings.

Connect Tab Once you have configured the settings you click on the

Connect tab to connect to the internet.

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Netgear router Installation

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1. Using the LAN cable supplied, connect the router to the PC by inserting the cable into yourLAN port on the computer, and the other end into the first LAN port on the router.

NB: Ensure the switch inbetween the USB and the LAN port is in the LAN position.2. Open Internet Explorer and type the following as the URL: 192.168.0.1

The following window will now appear. NB: Do not click > UPGRADE or Next, click > Exit3. A window should now pop up requesting you to enter a Username and a Password. Enter the following info:Username: adminPassword: password


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Once logged in, the user should automatically be directed to the Mobile Broadband Settings Screen. Enter the Username and Password as supplied on the Welcome Letter, ensure that Connect automatically at

startup and Reconnect automatically when connection is lost are both ticked.

Under Connection Status, ensure that it shows the USB Modem is connected. Click > Connect


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Setting up Wi-Fi:1. To set up wi-fi on the router, under Setup, select Wireless Settings. The following screen should appear:

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Enter the following Information:Name (SSID) – Enter a name for the Wireless connectionRegion - AfricaChannel – AutoMode – Up to 145 MbpsEnable this wireless network – Checked Enable SSID Broadcast – Checked Wireless Isolation - UncheckedWPA-PSK (TKIP) + WPA2-PSK (AES) – select this option under Security Options (If left onNone, anybody with a wireless router, and in range, will be able to connect and use the bandwidth on the device)Passphrase – Insert a pass key here (Tell the customer to write the passkey on the welcome letter, so he can reference back to it at a later stage.)Click > Apply


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Neomail set up

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Neomail set up

1. In Outlook 2007, the account settings could be launched from the Tools > Account Settings option, while in Outlook 2010, you simply hit the Office button(or File) and click the Account Settings button.

2. It will display the Account Settings window with Email tab open, if you have configured multiple accounts then all of them will be listed here. You will see the tabbed interface here, by clicking any particular tab you will see its relevant settings for the selected account.

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Neomail set up

3. Click > New

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4. Select Email Account and click > Next

Neomail set up

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Neomail set up

5. Select Manually configure server settings or additional server types and click > Next

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6. Select Internet Email

Neomail set up

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Neomail set up

7. Enter customers information as in the screenshot below and click > Next

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Neomail set up

8. To change the Incoming and outgoing port numbers, click > More Settings

Neotel Email Information:Incoming mail server address: mail.neomail.co.zaOutgoing mail server address: smtp.neomail.co.zaIncoming Port – 110Outgoing Port – 25Neomail webmail access: mail.neomail.co.zaNeomail Administrator site: admin.neomail.co.za

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Introduction to Neotel Systems

CRMSFunction Description

Add/Register new subscribers This is a sales function where all new subscribers are added on the system.

View subscriber information Information includes: ESN, number, personal information, banking details, usage, package

Authentication On this system a user is able to authenticate the customer by asking/confirming a series of questions on the system.

Number changes When subscribers move to a different geographical sector the new number can be allocated on this system

Service changes Customers upgrading or downgrading the d

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Authentication On this system you would be able to reset/change customer’s password for data usage.

Accounting This is systems is used for accountingpurposes by neotel for records on customer usage e.t.c

Opening ports For customers who wish to have their ports open, this can be done on AAA


AAA

Voucher management This system allows you to view customer’s recharge and status of recharges

EVMS

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CRITSFunction Description

Log service requests Every call that comes into the call center needs to be accompanied by a service so that a record can be kept of the fault.

Create repairs Every device swopped needs to have a repair which will be used by logistics to ensure that the new device gets to the customer

Check enquiries relating to the ESN Information such as the IMSI can be found in this menu

Check service requests This is to help track the progress of customer’s queries from the initial call to when the issue is resolved

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INFunction Description

Add new prepaid subscribers Every prepaid subscriber needs to be added on this system.

Check status of prepaid account This function is used to see what status the account is on for e.g Active, idle or de-active

Activate subscribers in de-active period When subscribers do not recharge for an extended period of time their service is de-activated automatically it is here that we are able to re-activate the service

Check recharge history In this function we can track to see which recharges have been redeemed on the account over a specific period of time.

Manually recharge prepaid accounts When recharges are not redeemed due to system error they can be manually done on this system.

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HLRFunction Description

Register subscribers on the network All subscribers whether voice or data need to be registered on HLR

Activate international dialing For postpaid customers wishing to have international dialing activated this can be done on HLR

Add multi line hunting Customers who have multiple neotel lines and would like to always have a free line can have multi line hunting activated on HLR

Activate/deactivate diverts Diverts can either be activated by the customers or it can be done on HLR

Restrict functionalities You are able to restrict functions such as: restrict mobile number dialing, data or sms.

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Service request process

• Basictroubleshooting•Device swop•International dialing•Open ports•Site visits•Billing queries•Terminations•Neomail issues•MLH•Password reset•Number changes

•Technical•Technical, Device related, Faulty device

•Technical, international dialing•Technical, open ports•Field service, network•Billing, credit/refund/billing query•Terminations

•Technical, neomail•Technical, MLH•Technical•Technical

Fault Department Assign to

•Assign to self•Assign to S. Ndubeni

•Assign to 2nd line•Assign to 2nd line•Assign to FSE•Assign to customer service•Assign to terminations

•Assign to 2nd line•Assign to 2nd line•Assign to self•Assign to 2nd line

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Repair process

Log a service request, assign to yourself

Go to dreate repair, select engineer (s.ndyubeni), Select charge amount:1, refresh charge, save

Create a job card attach to SR with repair number, mail the same to s.ndyubeni and cc b.zikhali and d.malevu

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Trouble shooting process flow Senario Diagnosis System/s Process

Customer cannot receive calls

check if device is working properly and switched on, check if customer has active diverts and which number they are diverting to. TIB, IN, HLR

Check status of ESN and Account on TIB (it should be active), check on HLR if the customer has active diverts.

Customer is getting error code 691

Check user credentials, if prepaid check if they have sufficient airtime, check ESN

TIB, AAA, Crits

On TIB go to dispatch order select correct account then click on welcome letter to check credentials, in order to reset the password go to AAA click on business, user management, modify AN password enter the MDN select neotel.co.za as the domain then enter the new password.

Customer using a neo flex data router is connected but cannot browse

Ping a website (google), check what the response is, change browser, check if anti virus is not blocking them from browsing TIB

Customer getting a dropping connection Check signal, TIB,

New/Swopped device unable to make or receive calls

Check ESN on system and on the device, check status on both number and ESN, if prepaid check IN to see if account has been provisioned TIB, HLR

Check ESN on TIB to ensure it matches with the one the customer has, on HLR type LST CSUB to ensure the ESN's match

Customer gets error code 680

Check dial number, ensure they are using the correct modem to connect, TIB

Check to see if the account is active, then check the number being dialed it should always #777

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Customer gets error code 680

Check dial number, ensure they are using the correct modem to connect, TIB

Check to see if the account is active, then check the number being dialed it should always #777

Customer getting a crackling sound on the phone Check signal, check device TIB

Search for the customer id on TIB, create service request on CRITZ, create a repair select repair engineer, create a job card then attach to service request

Prepaid phone unable to load voucher

Check serial number against telephone number, check on VMS and IN if recharge reflects EVMS

On EVMS go to query enter either the voucher serial number or telephone number then search

Error 678 on 24 gig special

Check airtime, check accountstatus on IN (should be active) IN

On In go to Manage PPC, Manage subscriber data, then querrysubcriber basic information check to see if they have sufficient airtime loaded on the data card

Trouble shooting process flow

Scenario Diagnosis System/s Process

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Customer has different ESN to the one on the

system Check Crits, HLR and AAATIB,

Crits,AAA,HLR

You will get the ESN from TIB, on AAA you go to Business User management then query user, on HLR you type LST CSUB then enter the number

Customer cannot send or receive e-mails

Check incoming and outgoing mail servers, check internet connection TIB

ensure the customers number is active and that they are connected to the internet via ethernet

Customer can make calls but cannot receive calls

Check HLR, check profile on phone HLR

LST CCFALL you can either use an IMSI or MDN to query the subscriber, CFU is an UNCONDITIONAL divert(all calls are diverted)CFB is a BUSY divert(calls only diverted when the line is busy)CFNA is a NO ANSWER divert(calls are only diverted if unanswered)CFD is a DEFAULT divert(reserved for voicemail)

Unable to pick up wi-fiCheck lights on the router, check wifi settings on the pc TIB

Ensure the customers number is active and that they are connected to the internet via ethernet



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New prepaid service unable to make or receive calls Check status on IN IN

Manage subscriber, Manage subscriber data, Querry subscriber data service, enter the number

Customer unable to make international dialing Activate on HLR HLR

Command : SET CORSTR you can either use an IMSI or MDN to provision. Set ORIGINATION RESTRICTION to INTERNATIONAL

Customer unable to set up voicemail

Check EVMS to see if they've been registered VMS

Process: Subcriber provisioning, Add subscriber, enter user id, Last name first name, enter stencil number 200 and the add

Customer wishes to activate call diverts

Diverts can be activated on the phone or on HLR HLR

Command : LST CCFALL you can either use an IMSI or MDN to query the subscriber

Opening PortsLog a SR and assign to technical AAA 2nd Line will open port on AAA



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Error 650/Error 721- The PPP Server is not responding• Is the customers account active?• Date the issue first started?• Has the customer ever connected to the internet? If so when was the last date?• Has the PC been rebooted, as this can sometimes be caused by synchronization problems • Has the phone been rebooted?• Has a manual connection been created? To do this, go to start >control panel >network connections>create a new connection• Has the customer installed the modem and modem drivers?• What modem is the customer using? Have you ensured that whilst creating the manual connection, the correct modem was selected?• Have you checked the connection setting to ensure that the error was not caused by dialling the incorrect number? #777• Have you Disabled AV/Firewall software? • Have you removed any expired AV/Firewall software? • Has the TCP/IP stack been reset? Start>Run>CMD>netsh int ip reset reset• Has the Winsock catalog been reset?• What is the customer’s username?• What is the customer’s password?

* If all else fails, log a Service Request *

Error 633 - The port is already in use or is not configured for Remote Access dialout.•Check that the phone is on.•Check device manager under ports with the phone connected if TIUMP is installed, make sure that the port it is installed on matches with the port the modem is installed on in phone and modems.•Restart both the PC and the device.

DUN Error codes

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Error 678•Check that account is active?•Check network configuration for settings and that there are no error messages•Check the number the customer is dialling( a common error is that customer’s enter their own number in that area it should be #777)•Create a manual connection

Error 680 – There is no Dial tone •Is the customers account active•When did this issue first start•Has the customer ever connected to the internet? If so when was the last date?•Has the modem been tested outside the premises•What sort of connection is displayed on the device (EVDO/1X)•Is the customer able to make or receive calls•Has the USB been plugged directly into the USB portHas the USB cable been tried into another USB powered port? Many customers have USB ports located on the front of their PC but these are not powerful enough and the user should be asked totry a USB port on the rear of the machine.Is the customer using a USB hub? If yes, advise the customer to remove the USB hub and plug directly into the USB port?Have all other modems been removed and/or deactivated, do this and attempt to connect to the internet? (go to phone and modems and remove all other modems)

DUN Error codes

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ERROR 680 continued

•Have you checked if the modem is responding?•Has the modem been tested and is it responding? To do this, go to Control Panel > Phone and Modem Options > click on the “Modems” tab, Select the modem and click on “Properties” > click on the “Diagnostics” tab > click on “Query Modem”( If no response (for lite device) was received from modem diagnostics check that the modem is installed on the correct port, go to device manager and check under ports to see what port TIUMP is installed on, go to phone and modems and install the modem on that same port number.)•Has a manual connection been created?•Have you deleted all other dial up connections. Start > Control panel > Network Connections –Right Click on the connection to be deleted and select,”Delete”•Have you ensured that whilst creating the connection, the correct modem was selected?(right click on connection and left click on properties. Make sure the correct modem is selected)•Have you disabled the internal (R56K) modem. start > control panel > system > hardware > device manager > modem > right click on R56K modem >select disable•What response did you get from the modem when modem diagnostics were conducted? ATQOIEO* If all else fails, log a Service Request *

DUN Error codes

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Error 691 - Access denied because username and/or password is invalid on the domain.•Is the customers account active?•When did this issue first start?•Has the customer ever connected to the internet? If so when was the last date?•Have you Disabled AV/Firewall software? •Have you removed any expired AV/Firewall software? •Have you created a manual connection? •What is the customer’s username?•What is the customer’s password?•Allow Unsecured Password-Configure your dial-up connection to your ISP to allow an unsecured password. To do this, follow these steps:

Click Start > Control Panel > Network and Internet Connections, and then click Network Connections.Select your dial-up connection, and then click Change settings of this connection under Network Tasks. Click the Security tab, and then verify that Typical (recommended settings) is selected. In the Validate my identity as follows box, verify that Allow unsecured password is selected. Click the Options tab. Click to clear the Include Windows logon domain check box (if it is selected), and then click OK twice.

•Have you created a new dial up connection?( If this fails note the MDN and IMSI of the customer’s device and check if they correspond with AAA)* If all else fails, log a Service Request *

DUN Error codes

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Error 692 - There was a hardware failure on the modem or attached device.

•Have you checked the device manager to see if the device is correctly installed under ports and phone and modems? (If it is aNeoConnect Lite look for TIUMP: Make sure that port number matches in phone and modem options)•Check the connection to make sure that the correct modem is selected:•If customer agrees, remove all other modems. If this fails go to device manager and uninstall and reinstall the drivers completely.•On the prime device uninstall and reinstall the drivers via device manager.•Manually install the drivers without NeoConnect manager installed.

Error 797 - A connection to the remote computer could not be established because the Phone was not found or was busy/ cannot find phone

(When trying to launch NeoConnect Manager)•This is caused when the user installs NeoConnect manager with the device connected.•Advise the customer to connect the phone and go to device manager.

Look for data interface under other devices. Right click on Data Interface and update driver software. This should resolve the errorIf you are not able to see Data interface look under Universal Serial Bus Controllers, you should see an unknown device. Uninstall this and restart both the PC and device. Follow step 1 thereafter as Data Interface should be visible.

DUN Error codes

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Error 734 - The PPP link control protocol was terminated.

•Is the customers account active?•When did this issue first start?•Has the customer ever connected to the internet? If so when was the last date?•Have you ensured the following boxes are unchecked

Click on start and go to control panel,Click on network connections,Right click on the network connection you are getting an error from.Click properties.Select the Security tab, choose the “Allow unsecured password” on the drop down under security options(that could be the reason for the error).Select the Networking tab, click settings.Unmark the “negotiate multi-link for single link connection” (that could be the other reason for the error).Click ok, and then click ok on properties.Then you can connect.

DUN Error codes

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•Have you checked if the modem responds?•Have you tried repairing modem settings? Start > Control panel > Phone and Modem Properties > Modems > choose the right terminal(e.g. ZTE Wireless Modem) > Properties > Advanced > Extra initialization commands and enter the following: AT+CRM=1•Have you uninstalled the modem?

In control panel, double-click on the system icon,Click the hardware tab and click on the device manager button.Look for the modems under the device manager and click the plus sign next to the modems to expand modems, right click the modem in question and click uninstall.

•Have you reinstalled the modem after having uninstalled the modem?Restart the PC, after the PC has restarted insert the CD driver, run the driver and plug in the USB cable, a pop up will come up stating found new hardware and a found new hardware window will be displayed, select “No, not this time”click next, select the “Install from a list or specific location (Advanced)” option and click next, select “search for the best driver in these location.” Click browse and select the appropriate driver (winXP) on the dialog window.Click ok and then click next.

DUN Error codes

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