Call Monitoring Process Flow V -3 .2

Date 14-01-2015 Version V – 3.1Call Monitoring Process Flow1. Purpose:Call quality monitoring is done to check if the audio quality on theconference calls connected through our bridge (DSNL Bridge), is ofprescribed quality.2. Resources requiredSystem with V2 & X-lite installed on it. COE, Sr.COE, Conferencespecialist and Supervisors and AM’s3. Procedure: 3.1. Call monitoring process flow 3.1.1. Arrange the conference rooms on the active conference panel in ascending order. 3.1.2. Click on the first conference room in the active conference panel. 3.1.3. Check for disturbance. 3.1.4. Check for voice quality, voice break, and audibility 3.1.5. If no disturbance, please move to the next conference room. 3.1.6. If disturbance is heard, go to the conference room and check for conferee line causing disturbance. 3.1.7. Listen to all the lines that indicated sound and identify the source of disturbances. 3.1.8. The standard remarks and possible disturbance classified are as follows. 3.1.8.1. Background noise 3.1.8.2. Crackling Noise 3.1.8.3. Echo 3.1.8.4. Hissing noise 3.1.8.5. Mobile 3.1.8.6. StaticCall Monitoring Process Flow Page 1 of 4

Date 14-01-2015 Version V – 3.13.1.8.7. Traffic3.1.8.8. Travelling3.1.8.9. Wind3.1.8.10. Screeching noise(2 lines from same number-PABX)3.1.8.11. Genuine ( no disturbance and it is a genuine customer)3.1.8.12. Hacker3.1.9. File number “975572” contains sample of the abovementioned disturbance.3.1.10. The audio file is played to all the COE, Sr. COE,Conference specialist, supervisor and AM for a clearunderstanding of each type of disturbance and to identify themon conference calls.3.2. How to place remarks 3.2.1.1. CCteam must place remarks on every conference room that is monitored. 3.2.1.2. Right click on the monitored conference room. 3.2.1.3. Click in the last option on the drop down. 3.2.1.4. A remarks panel will pop out. 3.2.1.5. Place remarks based on observation in the following syntax based on observation. 3.2.1.5.1. <Telephone number>, <DID Type>, <Type of disturbance> . 3.2.2. How to identify a Legitimate Customer 3.2.2.1. Listen to the conversation, check if the conference are legitimate. 3.2.2.2. Business related conversation, could be legitimate conferences. 3.2.2.3. If the conversation is not in English, the COE who speaks that particular language check for legitimacy.Call Monitoring Process Flow Page 2 of 4

Date 14-01-2015 Version V – 3.13.2.2.4. If the language is un-known, the tone and expression of conversation may be used to decide legitimacy.3.2.2.5. Interrupt the call. Ask - “DSNL Security desk, I apologies for interrupting, Please verify your company name”.3.2.2.6. If they clear verification, say - “Thank you for verifying”.3.2.2.7. Mark the conference Genuine.3.2.2.8. Click on the next room. Repeat the monitoring process.3.2.3. How to identify Hackers3.2.3.1. If verification fails, conferee is marked as hacker.3.2.3.2. Failed verification happened when conferee,3.2.3.2.1. Does not verify, name of company hostingconference.3.2.3.2.2. Does not speak professionally.3.2.3.2.3. Says got the pin from a friend.3.2.3.2.4. Got pins from Airtel, Idea, ….i.e telecomnetworks3.2.3.2.5. Harasses the COE.3.2.3.2.6. Say’s, got this number for free conferencing…3.2.3.3. Once a hacker is identified, the CLI is immediatelyblocked from the bridge3.2.3.4. The other lines on the conference for hackers, andtech is updated immediately.3.2.3.5. The reservationless pin holder is informed about thepin change.3.2.3.6. Hacked reservationless pins are deactivated and anew set of pins are sent to the user.3.2.3.7. Billing and sales are informed of the hacked pins.Call Monitoring Process Flow Page 3 of 4

Date 14-01-2015 Version V – 3.14. Corrective measure for better conferencing 4.1. In case disturbance is identified, corrective measure has to be taken on the call. Without disturbing the call. 4.2. The source of the disturbance is investigated by the COE (polling). 4.3. The disturbance type is recorded in remarks based on the various types of disturbance. 4.4. Depending on the type of customer and type of call, we can mute the disturbance causing line. 4.5. Inform the chair person about the source, educate options and ask for instructions. 4.5.1. Source. 4.5.2. Type. 4.5.3. Why it occurred. 4.5.4. Corrective measures. 4.5.5. Preventive measure.Call Monitoring Process Flow Page 4 of 4