Integrated View of Customer Issues, Systems
Unstable speed, no connection.
Systems: EVC/UVC, IMS, **PCRF**
Action: PCRF validates **QoS & bandwidth** policy enforcement.
Dropped calls, poor voice coverage.
Systems: IMS, EVC/UVC, **PCRF**
Action: PCRF verifies **call policy/QoS** limits.
IMS or VoLTE not working.
Systems: IMS, EVC/UVC, **PCRF**
Action: PCRF applies **correct service profile**.
Charged more than usage, double charged.
Systems: CBS, CRM, ESB, **PCRF**
Action: PCRF checks **policy-triggered charging** rules.
Quota not updating, balance incorrect.
Systems: CBS, **PCRF**, BICP, ESB
Action: PCRF ensures **correct policy control**.
Payment made but not reflected in system.
Systems: CBS, ESB, CRM
Action: ESB ensures sync between CBS & CRM.
SIM not active after registration.
Systems: CRM, CBS, ESB, IPCC
Action: CBS triggers provisioning via ESB orchestration.
Name, address, ID not updated.
Systems: CRM, ESB, PRM
Action: CRM updates info, ESB syncs across subsystems.
Reward points not credited for usage.
Systems: PRM, CBS, BICP, CRM
Action: PRM manages loyalty, CBS confirms usage.
Issue unresolved or ticket closed incorrectly.
Systems: IPCC, CRM, BICP
Action: BICP tracks SLA & performance metrics.