PACS

PACS 1
 Module Objectives
By the end of this module you will be able to:

Identify the importance of using PACS.

Explain the different facets of the PACS package.
Use the PACS package as a front-end tool for customer query resolution.
Provision various customer requests using PACS.

PACS 2
 Caselet
Anil is an Airtel customer. He uses a prepaid connection. He had recently bought a
recharge card. On entering the number onto his cell he realized that his balance had not
gone up. He was very surprised went back to the shop from where he bought the
recharge coupon and asked for a refund. The shopkeeper told him that the same was
not possible. He now is confused and does not know what to do.

What in your opinion should he do?

Discussion Point

1. What is the Provisioning and Customer Care System?

2. What does it do?

Discussion Point

What are the various Customer Care processes that can be carried out in PACS?

PACS 3
 Exercise
Login into PACS on your computer.

Discussion Point

List the various categories of information that you can obtain from the PACS screen.

Discussion Point

How do you view a customer account details in PACS?

Exercise
Find out the subscriber details for the prepaid number you have been provided with.

PACS 4
 Exercise
Enlist all the categories of subscriber information that you can get from this screen.

Exercise
1. Log into PACS.
2. Find out the information available in PACS for the mobile number provided to
you. List down all this information.

Discussion Point

List out the various categories of information on the query screen.

Discussion Point

List out the information available on the Case Info screen.

PACS 5
 Exercise
1. Find the last registered query for the mobile number provided to you.

2. Enlist the various categories of information available on the PACS screen.

3. Find the Description Code Id for the query.

4. Find out the information available on the case.

Discussion Point

List the different categories of information available on the PACS Log Info screen.

PACS 6
 Discussion Point

How can an Airtel Customer Care Executive find out the status of a case?

Discussion Point

What are the various information categories that you can see on the Case Status
screen?

Exercise
1. Find out the log info for the last query entered for the mobile number provided to
you.

2. Find out the case status for this query. Enlist the information available under the
various information categories for this case.

PACS 7
 Discussion Point

Make a flow chart for the steps to be followed in PACS in the following scenarios:
1. FTR
2. Non-FTR

Discussion Point

What are the various information categories that can be viewed on the Subscriber Info
screen?

Discussion Point

List down the various tabs on the Subscriber Info screen.

PACS 8
 Card Game
You are provided with a set of cards. Each set of cards is divided into two parts. One part
has the names of the various tabs on it. On the other hand, the other set of cards has
the list of the information available under each tab.

Match the names of the tabs with the corresponding information lists. You can use their
computers to do the same.

My Learnings:

Exercise
1. Find out the information available on the sub-screen for the mobile number
provided to you.

2. Click on the IN Data tab and enlist the information available under the tab for the
mobile number provided to you.

3. Click on the Tickets tab and enlist the information for the last five calls made to
the mobile number provided to you.

PACS 9
 Exercise
For the mobile number provided to you, find out and enlist the information available
under the following tabs:

SIM tab
Recharge tab
Profiles tab
Request tab
Equipment tab

Exercise
For the mobile number provided to you, enlist the information available under the
following tabs:

Personal tab
Organization tab
Account Id tab
Other CDR tabs

Discussion Point

What in your opinion, is the Search Account Screen used for?

PACS 10
 Exercise
Follow the requisite steps to find and detail the past interaction history of the customer,
whose number you are provided with.

Discussion Point

Enlist the various categories of information available on the right hand screen of the
Search Account Screen.

Exercise
Login to PACS and arrive at the screen depicting the previous subscribers details for the
number provided to you.

Discussion Point

1. What are the various information categories in the sub-screen in PACS?

PACS 11
 2. What are the various factors on which a search in the search accounts screen be
based?

3. Make a flow chart depicting the steps required to be taken in the Account Search
Screen.

4. Enlist the various categories of information available under the Right Hand
Screen of the Search Accounts Screen.

5. Make a flow chart to depict the steps to be taken to check a recycled account.

Caselet
You are an Airtel Customer Care Executive. You receive a call from a customer called
Megha. She says that she has been calling Airtel Customer Care for the past few days.
She wants to get the OTA settings for GPRS on her mobile. But she has not yet got the
same. You decide to check Meghas previous interactions with Airtel Customer Care.
How will you do the same?

PACS 12
 Exercise
Find out the case history for the last case logged in for the mobile number provided to
you.

Discussion Point

Enlist the information available on the Case History screen.

Exercise
Load the last case registered for the mobile number provided to you.

Exercise
1. For the mobile number provided to you, find out the case history for the last case
registered. Enlist all the information available for this case.

PACS 13
 2. Go to the inbox screen for the PACS id provided to you and view the various
cases registered under the id.

3. Select a case on the Inbox Screen and load it on the computer provided to you.

4. Find out the number of trail cases for the PACS id provided to you.

Scenario
You are an Airtel Customer Care Executive. You receive a case, which in your opinion
should be processed by some other department. How will you process this case?

Exercise
Forward the last entered case for the mobile number provided to you to your supervisor,
as mentioned on the PACS screen.

PACS 14
 Scenario
Ravi is an Airtel Customer Care Executive. During the course of a day he handles a
variety of calls. At times these calls involve his calling back the customer to clarify their
queries and doubts. He tries his best to maintain a manual record of the customers he
needs to call back and the timings convenient for them. However, most of the times he
gets too involved in his work to look at the sheet he is maintaining and therefore does
not manage to call the customers back on time. Suggest a solution for Ravi.

Exercise
1. Open the last registered case for the mobile number provided to you.

2. Forward this case to the supervisory level.

3. Now remove this case from PACS.

PACS 15
 Exercise
Set up a system and personal alert for the dummy number provided to you.

Discussion Point

What are the various categories of information on the Alerts Screen?

Discussion Point

1. Make the flowchart to depict the process for setting up System Alerts.

2. Make a flowchart to depict the process of setting up Personal Alerts.

3. Enlist the different categories of information available on the Alerts Screen.

PACS 16
 Exercise
1. Set up a System Alert for the mobile number provided to you.

2. Set up a personal alert in PACS on your computer.

3. Send a Welcome letter to the subscriber of the mobile number provided to you.

4. Set up a sub-query within the main query that was last entered for the subscriber
whose mobile number is provided to you.

PACS 17
 Discussion Point

1. How will you activate MMS from the agent screen ?

2. What is the utility of the following information categories found in the PACS sub-
screen?
Calculator
Calendar
PPAS Screen
FAQs
Campaigns

3. Differentiate between Broadcast message and Ticker Tape Message.

Discussion Point

Enlist the various queries/request that can be provisioned in PACS.

PACS 18
 Scenario
You are an Airtel Customer Care Executive. You receive a call from Akash, an Airtel
prepaid customer. He says that he has recently got his SIM updated from the to the 16 K
version. He bought the SIM at an FSO and now wants to get his SIM number updated
with Airtel. He has therefore called you requesting you to do the same for him.

Scenario
You are an Airtel Customer Care Executive. You have a number with you whose grace
period is over and therefore it needs to be deactivated. Perform the actions required to
deactivate the number.

Exercise
Modify the profile of the person whose mobile number you have been provided with.

Scenario
You are an Airtel Customer Care Executive. You receive the following calls. Provision the
required changes on PACS.

Scenario 1
You receive a call from Ankur, an Airtel prepaid customer. He has just bought a new 16K
SIM and wants to get his SIM number changed in his subscriber details. Provision the
same for him.

PACS 19
Scenario 2
You have a list of mobile numbers with you. These numbers have already crossed their
grace period and you need to deactivate them. Do the same on your computer.

Scenario 3
You need to modify the profile of a Anjali, an Airtel prepaid customer. Do the same on
your computer.

Caselet
Rajiv is an Airtel prepaid customer. On his birthday his elder brother has gifted him a
WAP enabled mobile phone. He wants to get MMS activated on his mobile phone. He
calls up Airtel Customer Care requesting the same. How will an Airtel Customer Care
Executive provision the same?

Exercise
Provision the deactivation of MMS for the number provided to you.

PACS 20
 Exercise
How will you identify a CUG member

Scenario
Where will the monthly rental details of a CUG member reflect .Name the Tab.

Exercise
Name some Key CUG Features

Exercise
In case of a CUG customer what will reflect in the Category column .

PACS 21
 Role-plays
Customer Care Executive: You are an Airtel Customer Care Executive. You need to
handle the following calls as a part of your day-to-day activities.

Role-Play 1
You are Dhruv, an Airtel prepaid customer. You have recently upgraded your SIM. One of
your friends had suggested that you should get your SIM number changed with Airtel
also. You call up Airtel Customer Care to request for the same.

Role-Play 2
You are Jai, an Airtel prepaid customer. You wish to get MMS activated on your mobile
phone. You call up Airtel Customer Care to request for the same.

Role-Play 3
You are Poonam, an Airtel prepaid customer. You realize that more recently you have
been spending too much money on your mobile in sending MMS. So you call up Airtel
Customer Care wishing to discharge the service.

Summary
Key Learning

PACS 22