VoIP problem handling
VoIP problem handling
Christina Sidiropoulou has written a Master's thesis “VoIP Operators: From a Carrier Point of View” [Sidiropoulou 2011] describing out VoIP problem tickets can be handled by a carrier.
She describes how a problem is escalated and when.
Slide Notes
Christina Sidiropoulou, VoIP Operators: From a Carrier Point of View, Masters thesis, Royal Institute of Technology (KTH), School of Information and Communication Technology, TRITA-ICT-EX-2011:166, July 2011, https://urn.kb.se/resolve?urn=urn%3Anbn%3Ase%3Akth%3Adiva-91048 Links to an external site.
Transcript
[slide469] How do you handle problems? So Christina Sidiropoulou did a master's thesis called "VoIP [Operators]: From a Carrier Point of View". And she looked at how problem tickets are handled. Right? You know what a problem ticket is. A customer complains and says, I had a bad call, blah, blah. They take this down. And then the company tries to correlate those to figure out what's the source of the problem. And particularly, how do we escalate handling that? And she's done extremely well inside Telia where she did this work.