Conceptual Rich Picture
👨💻
Me (Engineer)💻
IT/Telco SystemsIVR, CTI, UAP, etc.
📞
Customer CallAccess code → Agent
🖧
IPCC Queueing System3 CSP Servers + Load Balancer
Manages 300+ agents
⭐
VIP CustomerDirect to Agent
👥
Normal CustomerQueued → Routed
📞
Customer ComplaintsUser issues & requests
🔎
System Diagnostics🤝
CollaborationCRM, CBS, T&P, Wipro
🌐
Internet Issue💳
Billing Issue📝
Registration Update📶
Weak Signal / Call Drop🐢
Slow 4G/5G Data🏗️
Site Outage / Down Cell🔊
Voice Quality Issue🧵
Fiber / DWDM Degradation🛰️
IP Routing / DNS Problem🛡️
Security / SIM Fraud📱
VAS Auto Deduction🌍
International Call Fail🚦
Network Congestion✅
Resolution & ServiceNetwork Architecture & Integration
🖥️
IPCC Systems & Data
IVR, CTI, Datastation, WAS...
🔀
Routing Logic
Tickets allocated by complaint type
🤝
Collaboration
CRM, CBS, T&P, Wipro
🌐
ZTE NOC & NPO💳
Huawei NOC & CBS📝
Huawei NOC & CRM