Panduan Pertolongan

Pertama (First Help

Support)
bagi Customer Care Team

Femto Sevice

Petunjuk Pemakaian
Panduan ini dipakai untuk melayani pelanggan melalui telepon
setelah verifikasi pelanggan dilakukan
Identifikasi masalah dilakukan dengan pengamatan pada
indikator lampu LED yang terdapat pada perangkat Femto
(FAP) di lokasi pelanggan dengan bantuan pelanggan.
Tanyalah kepada pelanggan :
indikator LED : power-internet-service-use,
status LED (nyala/mati, warna, berkedip/stabil)

Pahami problemnya, catat status indikator LED nya, pahami

problemnya, dan lakukan langkah yang disarankan di tabel.
Catatan:
Dari variasi status indikator LED, terdapat 16 macam kasus,
beberapa diantaranya (lihat tabel)
Hal yang normal, kasus 1-6
perlu dieskalasi, kasus 7-15
bisa dibantu melalui telepon: kasus 1-8, 12,13,16

LED INDICATOR TABLE

Deskripsi

Kasus

Powe
r

Intern
et

Servi
ce

Use

Indikasi

Langkah Selanjutnya

mati

mati

mati

mati

Pastikan ketersediaan listrik di lokasi

pelanggan (tidak sedang mati
lampu)
Perlu daya listrik Pastikan FAP terhubung ke sumber
daya listrik
Mintalah pelanggan untuk
menyalakan FAP (power ON)

Merah
Stabil

apa
saja

apa
saja

apa
saja

Merupakan
kelanjutan
langkah 1

Tunggu sampai LED Internet menyala

mati

mati

Tunggu sampai
selesai
(sekitar 15
menit)

Setelah 15 menit:
1. Jika LED Internet stabil, tunggu LED
service menyala
2. Jika LED Internet masih berkedip atau
mati, Lakukan eskalasi ke bagian
teknik.

Putih
Stabil

Putih
Stabil

mati

Layanan siap
dipakai

Putih
Stabil

Putih
Stabil

Putih
Stabil

Power Of

Perangkat FAP mulai beroperasi

(ON)

Perangkat FAP sedang dalam

proses konfigurasi. System bekerja
Putih
setelah proses inisialisasi: booting, Merah
Berkedi
connecting, registering, performing Stabil
p
auto-configuration, network
listening, software update).

Perangkat FAP siap digunakan.

System is ready to provide service
or is providing service).

Merah
Stabil

Koneksi internet atau panggilan

suara sedang terjadi.

Merah
Stabil

Layanan sedang
digunakan

Lakukan panggilan suara (call) atau

kirim SMS untuk mencoba apakah
layanan sudah normal.
Tunggu / biarkan saja (normal)

LED INDICATOR TABLE

Power

Inter
net

Servic
e

Use

Batas maksimum penggunaan

secara simultan telah tercapai
(16 untuk jenis Enterprise unit).

Merah
Stabil

Puti
h
Stab
il

Putih
Stabil

Putih
Berked
ip

Interferensi gelombang radio

yang bisa mengganggu layanan
suara dan kualitas

Merah
Stabil

Puti
h
Stab
il

Oran
ge
stabil

Kasus

Deskripsi

Putih

Indikasi

Langkah Selanjutnya

Saluran penuh

Tunggu sampai saluran kosong

(LED Use menjadi putih stabil)
Sarankan untuk menambah
jumlah FAP jika sering terjadi

Sarankan untuk
meletakkan FAP
di tempat yang
lebih baik

Lakukan eskalasi ke bagian

teknik jika hal tersebut mulai
mengganggu

Masalah koneksi FAP ke Router

Merah
Berkedi
p

mati

mati

Orange
stabil

Koneksi antara
FAP dengan
Router/Internet
bermasalah

Pastikan FAP terhubung ke

Router dengan baik dan tidak
kendor atau kondisi kabel
dalan keadaan baik.
Jika sudah, namun masalah
tidak seleasi, Sarankan ke
Pelanggan untuk
menghubungi penyedia ISP
terkait:
Konektivitas kabel ISP
Kecepatan Layanan dari
ISP
Administrasi periode
berlangganan

Lakukan eskalasi ke bagian

teknik jika hal tersebut mulai
mengganggu

10

Koneksi IP FAP gagal mencapai

jaringan operator

Merah
Berkedi
p

mati

Oran
ge
stabil

mati

Masalah jaringan

Lakukan eskalasi ke bagian

teknik

Gagalnya Autentikasi melalui

security gateway ketika
dilakukan proses setup.

Merah
Berkedi
p

mati

Oran
ge
stabil

Orange
stabil

Masalah jaringan

Lakukan eskalasi ke bagian

teknik

LED INDICATOR TABLE

Kasus

Deskripsi

Power

Intern
et

Servic
e

Use

10

Gagalnya Autentikasi melalui

security gateway ketika
dilakukan proses setup.

Merah
Berkedi
p

mati

Oran
ge
stabil

Oran
ge
stabil

11

Gagalnya Konektivitas ke
Jaringan Konsentrator
Enterprise Cell

Merah
Berkedi
p

Oran
ge
stabil

mati

mati

Indikasi
Masalah jaringan

Masalah jaringan

Langkah Selanjutnya
Lakukan eskalasi ke bagian
teknik

Lakukan eskalasi ke bagian

teknik
Sarankan ke pelanggan
untuk menghubungi
penyedia ISP terkait:
Konektivitas kabel ISP
Kecepatan Layanan dari
ISP
Administrasi periode
berlangganan
Lakukan eskalasi ke bagian
teknik jika hal tersebut
mulai mengganggu

12

13

Tidak tercapainya Network

timing di Enterprise Cell.

Test Kegagalan perangkat

FAP untuk memastikan bahwa
produk beroperasi pada area
yang ditetapkan operator

Merah
Berkedi
p

Merah
Berkedi
p

Oran
ge
stabil

Oran
ge
stabil

mati

Oran
ge
stable

Oran
ge
stabil

Masalah jaringan :
Koneksi antara
perangkat FAP
dengan penyedia
ISP bermasalah

(*) Perangkat FAP

mungkin
dipindahkan
pelanggan ke
tempat lain
tanpa
sepengetahuan/
persetujuan
operator.

(**) Pelanggan
ganti ISP / ganti
IP address (TBU)

mati

Jika indikasi (*) benar,

Minta pelanggan untuk
memindahkan ke tempat
semula (tidak ganti ISP)
Jika indikasi (*) benar,
Jelaskan kepada
pelanggan bahwa
masalah mungkin
disebabkan oleh karena
ISP yang ada tidak
bekerja sama dengan
Telkomsel. Eskalasi ke
bagian Teknik (ganti ISP)
Lakukan eskalasi ke bagian
teknik
Cek Location Area yang
diperbolehkan
Cek ISP yang dipakai

LED INDICATOR TABLE

Kasus

Deskripsi

Power

Internet

Service

Use

Gagal melakuakn Autentikasi

dengan PPPoE ISP.
Biasanya pelanggan memiliki
unit yang terkonfigurasi secara
lokal ke to PPPoE, sehingga bisa
kompatibel dengan ISP

Merah
Berked
ip

15

Kerusakan pada Perangkat FAP

contact mobile service provider.

Merah
Berked
ip

mati

mati

mati

16

Perangkat FAP terlalu panas.

Jika bisa, pindahkan, misalkan
jaulkan dari alat pemanas atau
yang terkena sinar matahari
langsung

Merah
Berked
ip

Orange
berkedi
p

Orange
berkedi
p

Orange
berkedi
p

14

Orang
e
stabil

Orang
e
stabil

Orang
e
stabil

Indikasi

Masalah jaringan

Langkah Selanjutnya
Sarankan ke pelanggan untuk
menghubungi penyedia ISP
terkait:
Konektivitas kabel ISP
Kecepatan Layanan dari
ISP
Administrasi periode
berlangganan
Lakukan eskalasi ke
bagian teknik jika hal
tersebut mulai
mengganggu

Kerusakan pada
perangkat FAP

Lakukan eskalasi ke
bagian teknik untuk
penggantian perangkat

Perangkat FAP
kepanasan

Matikan selama 10 menit dan

kemudian nyalakan kempali

Guidance
This guidance is used to serve customer via phone call after
customer verification is conducted
Problem Identification is conducted through observation to LED
indicator status in the FAP located in customer premises with the
help of customer
Ask customer on:
LED indicator : power-internet-service-use,
LED status (on/of, color, flashing/stable)

Write down the LED indicator status, learn the problem and do
suggested action written in the table.
Note:
There are 16 varieties of cases shown by combination of the
indicators, some of them are (see table)
Normal case, case 1-6
Require Escalation to Technical, case 7-15
Can be supported via phone: case 1-8, 12, 13, 16

LED INDICATOR TABLE

Description

Case

Power

Interne
t

Servic
e

Use

Indication

Suggested actions

Of

Of

Of

Of

Need Power

Ensure that electricity resource is

available
Ensure that the FAP is connected to
electricity power source
Ask customer to turn on the FAP
(power ON)

Red
stable

Any

Any

Any

Merupakan
kelanjutan
langkah 1

Wait until the Internet LED turns to

white pulsing

The Enterprise Cell is being

configured. System is initializing,
e.g. booting, connecting,
registering, performing autoconfiguration, network listening,
software update).

Red
stable

White
Pulsin
g

Of

After 5-15 menit:

Wait until it ends 1. If Internet LED is stable, wait until
(about 15
service LED turns to white stable
minute)
2. If Internet LED keeps pulsing or Of,
Escalate to next technical support

The Enterprise Cell is ready to use.

System is ready to provide service
or is providing service).

Red
White White
stable stable stable

Of

Service is ready
to use

One or more calls or internet

connections in progress.

Red
White White White Service is being
stable stable stable stable used

Power Of

The Enterprise Cell is powered on.

Of

Make a call or send SMS to ensure that

the service is normal (usable)
Wait or let it running (normal)

LED INDICATOR TABLE

Case

Description

Power

Intern
et

Servic
e

Use

Leads

Next Steps

The maximum number of

simultaneous users has been
reached (16 for Enterprise unit).

Red
stable

White
stable

White
stable

White
pulsin
g

The channel is full

Wait until idle channel

is available
(LED Use becomes
stable)
Suggest customer to
add more FAP when it
frequenly happens)

Radio interference detected

which is likely to impact voice
and quality.

Red
stable

White
stable

Oran
ge
stable

White
any

Suggest customer to move

FAP to better place

Escalate to next
technical support
when the problem
keeps disturbing

Issues with the Enterprise Cell

connecting to the router.

Red
flashin
g

Of

Of

Oran
ge
stable

Problem lies in connection

between FAP and
Router/Internet

Ensure that the data

cable is in good
condition and it is
well / firmly connect
FAP to Router.
If connection is good,
but problems is not
solved, suggest
customer to contact
the ISP provider:
ISP cable
connectivity
Speed from ISP
service
Subscription Period

Escalate to next
technical support
when the proble
keeps disturbing

Enterprise Cell IP connection has

failed to reach mobile service
provider's Network.
Authentication via the

Red
flashin
g
Red

Of

Oran
ge
stable

Of

Oran

Oran

Network Problem

Escalate to next
technical support

LED INDICATOR TABLE

Case

Description

Power

Intern
et

Servic
e

Use

Leads

10

Authentication via the

security gateway has failed
during the setup process.

Red
flashin
g

Of

Oran
ge
stable

Oran
ge
stable

Network Problem

11

Connectivity to the Enterprise

Cell network concentrator failed.

Red
flashin
g

Oran
ge
stable

Of

Of

Network Problem

Next Steps
Escalate to Next
Technical Support

Escalate to Next
Technical Support
suggest customer to
contact the ISP provider:
ISP cable connectivity
Speed from ISP service
Subscription Period
Escalate to Next
Technical Support when it
is becoming disturbing

12

Network timing not achieved in

Enterprise Cell.

Red
flashin
g

Oran
ge
stable

Of

Oran
ge
stable

Network Problem:
Problem lies in
connection between
FAP with the ISP
provider

13

Failed Enterprise Cell test to

ensure product is operation
within defined operator regional
boundaries.

Red
flashin
g

Oran
ge
stable

Oran
ge
stable

Of

(*) FAP device might

be moved by
customer to other
place without
operators
permission
(**) Customer use
another ISP
provider or uses
diferent IP address

If the indication (*) is

correct,
Ask customer to
connect it to previous
connection plug (to
router)

If the indication (**) is

correct,
Explain to customer
that the problem exist
because the new ISP
does not have
business agreement
with Telkomsel, thus it
cannot be served.
Escalate to Next
Technical Support

LED INDICATOR TABLE

Case

Description

Power

Intern
et

Servic
e

Use

14

Failed to authenticate with

PPPoE ISP. Usually customer has
locally configured unit to PPPoE,
to be compatible with local ISP.

Red
flashin
g

Oran
ge
stable

Oran
ge
stable

Oran
ge
stable

15

The3G Station has a hardware

fault: Please contact mobile
service provider.

Red
flashin
g

Of

Of

Of

16

The 3G Station is too hot. Move

to a cooler location, i.e. move
away from heater or move out
of direct sunlight.

Red
flashin
g

Orang
e
flashin
g

Orang
e
flashin
g

Orang
e
flashin
g

Leads

Next Steps

Masalah jaringan

Escalate to Next
Technical Support
when it is becoming
disturbing

FAP hardware problem

Escalate to Next
Technical Support for
REPLACEMENT

-Turn Of FAP,

Turn On after 10 minutes