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  • 1. INTERNSHIP REPORTONMULTIMEDIA , BROADBAND AND NETWORKINGPAKISTAN TELECOMMUNICATION COMPANY LIMITED, ISLAMABADSubmitted in Respect of:PROFESSOR AMANULLAH AWANThe Director (IMS)Submitted By:ZIAUDDIN KHAN MASOODExam Roll No: 797BBA – IT (Honors)Session: 2006-2010INSTITUTE OF MANAGEMENT SCIENCESUNIVERSITY OF SCIENCE AND TECHNOLOGY, BANNUBANNU (N.W.F.P) PAKISTAN
  • 2. INTERNSHIP REPORTONMULTIMEDIA , BROADBAND NETWORKINGPAKISTAN TELECOMMUNICATION COMPANY LIMITEDSubmitted in Respect of:PROFESSOR AMANULLAH AWANThe Director IMSSubmitted By:IHSAN ULLAH KHANExam Roll No: 797BBA – IT (Honors)Session: 2006-2010Internship Report submitted in respect ofDirector, Institute of Management SciencesIn Partial Fulfillment of the Requirements for the Degree ofBachelor in Business Administration and Information TechnologyBBA – IT (Honors)INSTITUTE OF MANAGEMENT SCIENCESUNIVERSITY OF SCIENCE AND TECHNOLOGY, BANNUBANNU (N.W.F.P) PAKISTAN
  • 3. INSTITUTE OF MANAGEMENT SCIENCESUniversity of Science & Technology, BannuIt is to certify that the Internship Report ofMr. Ihsan Ullah Khan , EXAM NO: 797 SESSION: 2006-2010of BACHELOR IN BUSINESS ADMINISTRATION & INFORMATION TECHNOLOGY (HONORS) inPakistan Telecommunication Company Limited,Multimedia,Broadband Networking Departmenthas been approved and accepted.APPROVAL COMMITTEEExternal ExaminerSignature: _________________________________Name: _________________________________Supervisor_______________________________SIR AFTAB KHANLecturerInstitute of Management SciencesUniversity of Science & Technology, BannuDirector_______________________________Prof. Amanullah AwanDirectorInstitute of Management SciencesUniversity of Science & Technology, Bannu
  • 4. DEDICATEDTOALL THOSE WHO HAVESACRIFICED THEIR LIVES TOTAKE UP THE VOICE OF ISLAMMay their soul rest in peace .[
  • 5. TABLE OF CONTENTS .ACKNOWLEDGMENTS...........................................................................................................XIPREFACE.................................................................................................................................XIIIEXECUTIVE SUMMARY........................................................................................................XVSECTION 1.....................................................................................................................................1CHAPTER NO 1........................................................................................................................2CHAPTER NO 1........................................................................................................................2INTRODUCTION TO THE REPORT....................................................................................2INTRODUCTION TO THE REPORT....................................................................................21.1 Reason for selecting the specific industry........................................................................21.1 REASON FOR SELECTING THE SPECIFIC INDUSTRY.............................................................21.2 Purpose of the Internship..................................................................................................21.2 PURPOSE OF THE INTERNSHIP..............................................................................................21.3 Scope of the Study............................................................................................................31.3 SCOPE OF THE STUDY...........................................................................................................31.4 Methods of Collecting Data.............................................................................................31.4 METHODS OF COLLECTING DATA.......................................................................................31.4.1 Use of Primary Data..............................................................................................................31.4.1 Use of Primary Data..............................................................................................................31.4.2 Use of Secondary Data..........................................................................................................31.4.2 Use of Secondary Data..........................................................................................................31.5 Hurdles in the Study.........................................................................................................41.5 HURDLES IN THE STUDY.......................................................................................................4CHAPTER NO 2........................................................................................................................5CHAPTER NO 2........................................................................................................................5ORGANIZATIONAL INTRODUCTION...............................................................................5ORGANIZATIONAL INTRODUCTION...............................................................................52.1 Introduction & Historical Background of PTCL..............................................................5v .
  • 6. 2.1 INTRODUCTION & HISTORICAL BACKGROUND OF PTCL.................................................52.1.1 Vision.....................................................................................................................................62.1.1 Vision.....................................................................................................................................62.1.2 Mission..................................................................................................................................62.1.2 Mission..................................................................................................................................62.1.3 Core Values...........................................................................................................................62.1.3 Core Values...........................................................................................................................62.2 Company Profile..............................................................................................................62.2 COMPANY PROFILE..............................................................................................................62.2.1 Business & Corporate Users:................................................................................................72.2.1 Business & Corporate Users:................................................................................................72.2.2 Other business specific services include:...............................................................................72.2.2 Other business specific services include:...............................................................................72.2.3 Nationwide Infrastructure:....................................................................................................72.2.3 Nationwide Infrastructure:....................................................................................................72.2.4 National Long-haul Core Network:.......................................................................................82.2.4 National Long-haul Core Network:.......................................................................................82.2.5 Carriers Services...................................................................................................................82.2.5 Carriers Services...................................................................................................................82.2.6 White Label Services:............................................................................................................82.2.6 White Label Services:............................................................................................................82.2.7 Broadband Pakistan:.............................................................................................................92.2.7 Broadband Pakistan:.............................................................................................................92.2.8 IPTV Service (Smart TV):......................................................................................................92.2.8 IPTV Service (Smart TV):......................................................................................................92.2.9 Pak Internet Exchange:.......................................................................................................102.2.9 Pak Internet Exchange:.......................................................................................................102.2.10 V-fone:...............................................................................................................................102.2.10 V-fone:...............................................................................................................................102.2.11 International Network........................................................................................................11vi .
  • 7. 2.2.11 International Network........................................................................................................11CHAPTER NO 3......................................................................................................................12CHAPTER NO 3......................................................................................................................12STRUCTURE OF PTCL.........................................................................................................12STRUCTURE OF PTCL.........................................................................................................123.1 Structure of Organization...............................................................................................123.1 STRUCTURE OF ORGANIZATION........................................................................................123.1.1 Main Offices........................................................................................................................133.1.1 Main Offices........................................................................................................................133.1.2 PTCL Head Office Organizational Chart............................................................................143.1.2 PTCL Head Office Organizational Chart............................................................................143.1.3 Department Organizational Structure................................................................................153.1.3 Department Organizational Structure................................................................................153.2 Technical & Operational Network.................................................................................173.2 TECHNICAL & OPERATIONAL NETWORK.........................................................................173.2.1 Switching Technology .........................................................................................................173.2.1 Switching Technology .........................................................................................................173.2.2 Technical and Operational Milestones................................................................................183.2.2 Technical and Operational Milestones................................................................................18SECTION 2...................................................................................................................................23CHAPTER NO 4......................................................................................................................24CHAPTER NO 4......................................................................................................................24INTERNSHIP DEPARTMENT.............................................................................................24INTERNSHIP DEPARTMENT.............................................................................................244.1 Name of the Department................................................................................................244.1 NAME OF THE DEPARTMENT..............................................................................................244.2 Managerial Structure of the Department........................................................................244.2 MANAGERIAL STRUCTURE OF THE DEPARTMENT...........................................................244.3 Technological Structure of the Department...................................................................254.3 TECHNOLOGICAL STRUCTURE OF THE DEPARTMENT.....................................................254.3.1 Working...............................................................................................................................27vii .
  • 8. 4.3.1 Working...............................................................................................................................27CHPATER NO 5......................................................................................................................29CHPATER NO 5......................................................................................................................29SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT..........................29SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT..........................295.1 Services Nationwide.......................................................................................................295.1 SERVICES NATIONWIDE......................................................................................................295.1.1 Broadband Pakistan...........................................................................................................295.1.1 Broadband Pakistan...........................................................................................................295.1.2 Smart TV.............................................................................................................................315.1.2 Smart TV.............................................................................................................................315.1.3 EVO Wireless Broadband...................................................................................................335.1.3 EVO Wireless Broadband...................................................................................................335.1.4 E-Learning Portal...............................................................................................................365.1.4 E-Learning Portal...............................................................................................................365.2 Services in Bannu ..........................................................................................................365.2 SERVICES IN BANNU ..........................................................................................................36CHAPTER NO 6......................................................................................................................37CHAPTER NO 6......................................................................................................................37DUTIES PERFORMED DURING THE INTERNSHIP.....................................................37DUTIES PERFORMED DURING THE INTERNSHIP.....................................................376.1 Office Work....................................................................................................................376.1 OFFICE WORK....................................................................................................................376.1.1 Taking Orders from Customers:.........................................................................................376.1.1 Taking Orders from Customers:.........................................................................................376.1.2 Order Entry into the Database...........................................................................................406.1.2 Order Entry into the Database...........................................................................................406.1.3 Complaint Management System Handling..........................................................................426.1.3 Complaint Management System Handling..........................................................................428.1.4Email Service used:..............................................................................................................448.1.4Email Service used:..............................................................................................................44viii .
  • 9. 6.2 Field Work......................................................................................................................456.2 FIELD WORK.......................................................................................................................456.2.1 Installation:........................................................................................................................456.2.1 Installation:........................................................................................................................456.2.2 Trouble Shooting / Fault Rectification:..............................................................................576.2.2 Trouble Shooting / Fault Rectification:..............................................................................576.3 Marketing.......................................................................................................................596.3 MARKETING........................................................................................................................596.4 Advertising.....................................................................................................................596.4 ADVERTISING......................................................................................................................596.5 Customer Facilitation Camps.........................................................................................596.5 CUSTOMER FACILITATION CAMPS....................................................................................59SECTION 3...................................................................................................................................60CHAPTER NO 7......................................................................................................................61CHAPTER NO 7......................................................................................................................61FINDINGS AND RECOMMENDATIONS..........................................................................61FINDINGS AND RECOMMENDATIONS..........................................................................617.1 Findings..........................................................................................................................617.1 FINDINGS.............................................................................................................................617.2 Recommendations..........................................................................................................627.2 RECOMMENDATIONS...........................................................................................................62CHAPTER NO 8......................................................................................................................63CHAPTER NO 8......................................................................................................................63SWOT ANALYSIS..................................................................................................................63SWOT ANALYSIS..................................................................................................................638.1 Strengths.........................................................................................................................638.1 STRENGTHS.........................................................................................................................638.2 Weaknesses....................................................................................................................638.2 WEAKNESSES.......................................................................................................................638.3 Opportunities..................................................................................................................63ix .
  • 10. 8.3 OPPORTUNITIES..................................................................................................................638.4 Threats............................................................................................................................638.4 THREATS..............................................................................................................................638.5 SWOT Matrix.................................................................................................................648.5 SWOT MATRIX..................................................................................................................64BIBLIOGRAPHY........................................................................................................................65x .
  • 11. ACKNOWLEDGMENTSI am full of gratitude to: Almighty ALLAH for giving me the life and energy to conceive and actualize theinternship and this report. Our learned and erudite teacher Lecturer AFTAB KHAN Institute of ManagementSciences faculty of Management Sciences, University of Science & Technology, Bannufor his inspiring guidance, keen interest, and continuous encouragement through out myinternship report making efforts. My family, who gave me the moral support needed for studies. Lecturer Adil Khan, and Lecturer Tariq Khan of Managements Sciences, Universityof Science & Technology Bannu for guiding me every now and then in preparing thisreport. My Bachelor Friend Arif Iqbal 83, Shakir Khan Wazir who pushed me every now andthen to complete this report as soon as possible. All Management Sciences Staff (University of Science & Technology, Bannu) whoimplicitly or explicitly helped me in my Internship Report. Last but not the least I am highly indebted to our University of Science & Technology,Bannu and faculty of Management Sciences for providing me the opportunity and supportto accomplish my BBA-IT degree at Institute of Management Sciences, University ofScience & Technology, BannuIhsan Ullah Khan ( Wazir )BBA – IT (Honors)(2006-2010)Exam No: 797xi .
  • 12. xii .
  • 13. PREFACEThis report is prepared as a result of performing seven weeks of Internship in Multimedia &Broadband Department of Pakistan Telecommunication Company Limited, as a compulsoryrequirement for the completion of Degree of Bachelor in Business Administration & InformationTechnology.The specific department is chosen for internship, only with a view that the future time is only ofthe digital communication, and the simple analog communication is going behind the curtains.And here is this department, we can learn a little about how the Digital Subscriber Line is setup, and that how is it connected nationwide.Following is the detail of the sequences, in which the report is constructed, along with the facilityof getting all this report in a Compact Disk as I already said that the modern time is to bedigitalized so I provided the report in digital form too.This Report consists of THREE Sections.The First Section is of Five (5) Chapters, where as: The Chapter Number One is entitled asIntroduction to the Report, having the data about the study conducted, as the Scope of theStudy, Limitations, etc of the Study. The Chapter Number Two is entitled as OrganizationalIntroduction. It has the data about the Historical Background of the Company, its Vision,Mission, Core Values, and a Brief Discussion about the Company’s Profiles which is cited fromthe Company’s Website. The Third Chapter is entitles as Structure of PTCL, which has themanagerial structure of the organization for nationwide as well as local.The Section Two is about the Internship Department, i.e. it contains the information about theInternship Department, its managerial and technological structure, services offered by thedepartment, and also I have discussed here the duties performed during the internship. Allthese topics are covered in three chapters respectively.xiii .
  • 14. Section Three consists of the Findings, Recommendations, Strengths, Weaknesses,Opportunities, Threats, and also the SWOT Matrix. Where as Findings and Recommendationsare in a separate chapter, while the other topics in a separate chapter, consisting of two chaptersoverall.This report contains a CD (Compact Disc) at the end of it, which contains all thereport in a soft form, saved in the format of Microsoft Word 2007, Microsoft Word97 – 2003, and also in a PDF format.The CD is having the auto – run capability, and is easy to use.Ihsan Ullah Khan ( Wazir )BBA – IT (Honors)(2006-2010)Exam No: 797xiv .
  • 15. EXECUTIVE SUMMARYThe Company where I did my internship is called Pakistan Telecommunication Company(PTCL)1. I was interviewed and hired by Mr. Qurban Ali Khan2, the Manager of Multimedia& Broadband Department, PTCL islamabad. My internship started on 26/06/2010 and lasted for8 weeks until 20/08/2010, with the official working hours starting from 9am to 5pm. During theinternship, I straddled in the department of Multimedia & Broadband along with the field workassociated with the department, under Assistant Manager (MM&BB).Among the three sections in this report, the SECTION 1 contains Introduction about the studyconducted, introduction about the Organization, the Structures of the Organization, which havethe local and the nation-wide structure of the organization,SECTION 2 is about the Department in which I conducted the Internship, along with theServices that are provided by the specified department at national and local level, winding thesection with the discussion of the overall activities conducted during the internship (along withsome screen shots of computer work done) at PTCL Bannu in its Multimedia and BroadbandDepartment.SECTION 3 which is the last section of this report consists of the Findings I did during theinternship duration, Recommendations that I though would benefit the organization, along withthe SWOT Analysis and SWOT Matrix.There is a CD with this report which contains all this report in a Digital Form all in MS Word2007, MS Word 97 – 2003, and Adobe Acrobat Reader (PDF) format. The CD has the Auto Runfunctions and is easy to Use.1http://www.ptcl.com.pk2qurban.ali@ptcl.net.pkxv .
  • 16. SECTION 1CHAPTER NO 1.........................................................................................................................2INTRODUCTION TO THE REPORT....................................................................................2CHAPTER NO 2.........................................................................................................................5ORGANIZATIONAL INTRODUCTION...............................................................................5CHAPTER NO 3.......................................................................................................................12STRUCTURE OF PTCL.........................................................................................................12CHAPTER NO 4.......................................................................................................................24INTERNSHIP DEPARTMENT..............................................................................................24CHPATER NO 5.......................................................................................................................29SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT..........................29CHAPTER NO 6.......................................................................................................................37DUTIES PERFORMED DURING THE INTERNSHIP......................................................37CHAPTER NO 7.......................................................................................................................61FINDINGS AND RECOMMENDATIONS...........................................................................61CHAPTER NO 8.......................................................................................................................63SWOT ANALYSIS...................................................................................................................63
  • 17. Section 1Chapter No. 1Introduction to the ReportCHAPTER NO 1INTRODUCTION TO THE REPORTI have prepared this report as an essential requirement for the completion of the degree ofBachelors in Business Administration & Information Technology (BBA-IT). It has to be writtenafter the completion of seven weeks internship, which is a necessary part of the degreecompletion with the aim to provide the students with actual life experience and use theirknowledge in practical.1.1 Reason for selecting the specific industryThe Telecom Sector is spreading all over the world and it is going to be the essential part of thelives of the humans. It is going through a process of rapid change in the world of technology.In line with global trend and for meeting the emerging demand, major initiatives have beentaken by PTCL too to upgrade its network and also to introduce a range of new value addedservices like Broadband and IPTV. And so I have also selected their department ofMultimedia & Broadband for my Internship.1.2 Purpose of the InternshipThere are many reasons:1. To fulfill the requirements for the degree of the Bachelor of Business Administration &Information Technology, a four year program from the University of Science &Technology Bannu.2. To see the practical world of what we studied during the four years program.3. To understand how the practical organizations apply the knowledge of the theories.4. To study the organization for its function and analysis on the basis of the study.5. To make recommendations on the basis of the study done.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband2
  • 18. Section 1Chapter No. 1Introduction to the Report1.3 Scope of the StudyDuring the internship, I straddled in the department of Multimedia & Broadband along with thefield work associated with the department, such as:i. DSL Installationii. Router Configurationiii. LAN Installationiv. Complaint Handlingv. Maintain the LANvi. Maintain the DSLvii. Marketingviii. Advertising1.4 Methods of Collecting DataI have collected the data for this report in many ways. I used Primary data, as well assecondary data for completing the task of report writing about my internship. Some of themethods I used are discussed below.1.4.1 Use of Primary DataI used Primary Data for completing the report by the following ways:i. Self Observationii. Discussions with the officersiii. Marketingiv. Informal interview from the customers1.4.2 Use of Secondary DataI also used Secondary Data for completing the report writing. Some of these methods are asfollows.i. PTCL Brochuresii. PTCL Websiteiii. Internship reports of seniors and friendsiv. Staff Training program guidesInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband3
  • 19. Section 1Chapter No. 1Introduction to the Report1.5 Hurdles in the StudyI also faced some hurdles during the making of the report. There were so many hurdles but Imention only those which seems to be important to be discussed here. Some of these hurdles are:i. No guidance from the university about how to conduct the internship.ii. The internees are not provided with opportunities of doing things themselvesduring internship, making it difficult for them to understand technical things.iii. Limited Financial and Technical Resources also affected the study. Such astraveling to customer premises in the field work and the advertising were done bythe internee’s own expense.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband4
  • 20. Section 1Chapter No. 2Organizational IntroductionCHAPTER NO 2ORGANIZATIONAL INTRODUCTION2.1 Introduction & Historical Background of PTCLPTCL is largest telecommunication company of Pakistan. It has reached its service to almostevery part of the country. (PTCL) is proud to be Pakistan’s most reliable and largest convergedservices carrier providing all telecommunications services from basic voice telephony to data,internet, video-conferencing and carrier services to consumers and businesses all over thecountry with more the 2000 exchanges all providing at least the fixed line network and thedialup internet service.Whether it is an office in the largest city of Pakistan or a home in a small village, PTCL ispresent in every corner of Pakistan to serve its customers providing several services.Some of its services are named below: Broadband IPTV EVO Wireless Dialup Internet TelephonePTCL is established since 1947 by establishing Posts and Telegraph’s Department, proceedingto establishing Pakistan Telegraph and Telephone Department in 1961, then in 1990-91, itwent to become Pakistan Telecom Corporation, after which in 1996, PTCL became listed inall stock exchanges of Pakistan, further in 1998, its subsidiaries of Mobile Services, andInternet Services started on the name of Ufone and PakNet, coming to the year 2000, itFinalized its Telecom Policy. It also announced in year 2003, the Telecom DeregulationPolicy, finally in 2006, Etisalat (The Telecom Company of United Arab Emirates) took overits Management and it is still holding the status of backbone for countrys telecommunication
  • 21. Section 1Chapter No. 2Organizational Introductioninfrastructure despite arrival of a dozen other telecoms including telecom giants like Telenor,China Mobile, Wateen Telecom, and others.2.1.1 VisionTo be the leading Information and Communication Technology Service Provider in theregion by achieving customer satisfaction and maximizing shareholders value.The future is unfolding around us. In times to come, we will be the link that allows globalcommunication. We are striving towards mobilizing the world for the future. By becomingpartners in innovation, we are ready to shape a future that offers telecom services that bringus closer.2.1.2 MissionTo achieve our vision by having: An organizational environment that fosters professionalism, motivation and quality An environment that is cost effective and quality conscious Services that are based on the most optimum technology "Quality" and "Time" conscious customer service Sustained growth in earnings and profitability2.1.3 Core Values Professional Integrity Customer Satisfaction Teamwork Company Loyalty2.2 Company ProfileThe following data is added here as the Company’s Profile.(Pakistan Telecommunication Company Limited, p.http://www.ptcl.com.pk/aboutusc.php?NID=90)
  • 22. Section 1Chapter No. 2Organizational IntroductionPTCL is all set to redefine the established boundaries of the telecommunication market and isshifting the productivity frontier to new heights. Today, for millions of people, we demandinstant access to new products and ideas. More importantly we want them for their better livingstandards with increased values in this ever-shrinking globe of ours. We are setting free the spiritof innovation.PTCL is going to be your first choice in the future as well, just as it has been over the past sixdecades.2.2.1 Business & Corporate Users:For clear communication the first choice of business circles is PTCL telephone for local,nationwide and international calling. Today businesses can have 10-100 lines with modernday services to meet their needs. Now you get options like Caller-ID, call-forwarding, call-waiting, Call Barring, to name a few.2.2.2 Other business specific services include:0800-Toll free number, 0900-Preminum rate services, VPN-Virtual Private Network, AudioConference Service, Digital Cross Connect (DXX), ISDN (Policy), Teleplus(ISDN/BRI),Digital Phone Facilities/ Modification Charges, UAN, UIN.2.2.3 Nationwide Infrastructure:We have the largest Copper infrastructure spread over every city, town and village ofPakistan with over million installed lines.The network has over 0.5 million POTS ports with more than 250,000 Broadband ports in 13major cities.
  • 23. Section 1Chapter No. 2Organizational Introduction2.2.4 National Long-haul Core Network:We have over 10,400 km fully redundant, fiber optics DWDM backbone network. It connectsover 840 cities and towns with 270G bandwidth.2.2.5 Carriers ServicesAs carriers-carrier, we provide the core infrastructure services to the cellular, LDIs, LocalLoop operators, ISPs, Call Centers and payphone operators.We provide all carrier services, right from inter-connects and telehousing to DPLC andIPLC connectivity. Our interconnect services are provided from our 3200 exchangelocations that connect your carriers networks domestically, in addition to providing IPLCbandwidths to connect you internationally through our four international gateways andSEA-ME-WE3 and SEA-ME-WE4 international submarine, also IMWE submarine cablewill be added by the end of the year.Furthermore to provide connectivity to operators in the extreme remote areas of thecountry, PTCL launched its state of the art satellite service (Skylink).PTCL satellite service (Skylink) is provided using the Intelsat Satellite System, anundisputed leader in satellite communications.2.2.6 White Label Services:PTCL customers can now provide uninterrupted services to their clients withoutundertaking large scale investment in infrastructure or developing expertise in their ownnetwork.PTCL White Label Services are focused on speed and simplicity at minimal capex. Thiswill enable our customer to offer their own branded WLL, DSL etc to customers nationally,together with an array of key support services.
  • 24. Section 1Chapter No. 2Organizational Introduction2.2.7 Broadband Pakistan:PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. Inless than two years of it launch, PTCL has acquired over 150,000 Broadband customers inover 150 cities and towns across Pakistan, leading the proliferation and awareness ofBroadband services across Pakistan.With its entry in this market segment, PTCL opened up a broadband culture in Pakistan,where till a couple of years back there was very little awareness in the country aboutbroadband & high speed internet services. PTCL made the broadband technologyaffordable by lowering the barriers to entry, by geographically bringing the service withinthe reach of a common user across Pakistan and by continuous improvements in customercare for the service.Unique offers that makes PTCL’s Broadband unmatchable are special packages for thestudent segment, FREE modem and installation, FREE dial up service for its Broadbandcustomers and FREE access to movies, music, classical Pakistani dramas, cricket matches,gaming, educational and religious content on PTCL’s entertainment portal ‘BUZZ’, (madeexclusive only to PTCL Broadband subscribers). PTCL also offers multiple FREEpersonalized e-mail accounts exclusively to its broadband users. In addition, PTCL recentlydoubled its broadband speed for all its existing and new customers at the same price,making 1 MB as its minimum offered speed.For a connection you simply dial 0800 8 0800 or visit www.ptcl.com.pk2.2.8 IPTV Service (Smart TV):Using its state of the art Broadband network, PTCL entered the media sector on 14thAugust 2008, by launching a digital interactive television service for the first time inPakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistanin the list of a few countries across the globe that offer this state of the art interactive TVservice to its subscribers.
  • 25. Section 1Chapter No. 2Organizational IntroductionBranded under ‘PTCL Smart Line’, the service includes Interactive Television, Broadbandand voice telephony all at the same time on PTCL’s telephone line. Besides offering thehighest digital quality TV picture, the most revolutionary section of this offering is theability to ‘rewind’ and ‘pause’ live TV channels, the ability to block / unblock any TVchannel for parental lock and the ability to search through video on demand content.Currently PTCL Smart TV offers its viewers over hundred live channels and over 350 localand international Movie titles ‘on Demand’. The service for now is available in four citiesKarachi, Lahore and Rawalpindi Islamabad however is planned to be expanded to all themajor cities and towns across Pakistan during the year 2009.2.2.9 Pak Internet Exchange:It is the only IP enabled network with 40 (number increase) point-of-presences (POP) in 26cities. The existing 16G active bandwidth is used for internet, data, video and video-conferencing services and for voice of LDI. All PTCL Broadband users, narrow band users,corporates, mobile operators, and ISP are connected to this network.2.2.10 V-fone:PTCL also continues to be the largest CDMA operator in the country with approximately1.25 million V-fone customers.It offers fixed wireless telephone for your homes & business. With CDMA2000 1Xtechnology, ours is the largest WLL network with a capacity of 2.6M, covering over 10,000urban & rural areas. The network is already enabled for Voice, Dialup-Internet access(153.6kbps) and EVDO Broadband.V-fone can be bought from our franchises or by dialing 1236 and it will be delivered within48-72 hours.
  • 26. Section 1Chapter No. 2Organizational Introduction2.2.11 International NetworkSEAMEWE-3 Submarine Cable System:PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing Stationat Karachi. SMW-3 cable connects 39 cable landing stations in 33 countries and fourcontinents. SMW-3 is the longest system of the world with a total length of 39,000 Km.SMW-4 Submarine Cable System:SMW-4 is a relatively new submarine cable system (inaugurated in December 2005)and links 14 countries with 16 landing stations across Europe, Middle East and Asia.The system is using Terabit DWDM technology to achieve. The link between any twodestinations is STM-1. SMW-4 is designed for relatively higher traffic volumes.I ME WE cable details and Status with Map:IMEWE Submarine Cable is a Tera bit capacity submarine cable system connectingIndia to Western Europe through Middle East. The Cable system is 13,000 km longwith 10 landing points in 8 countries.Satellite Communication:PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. Theseinstallations provide the diversity for International voice connectivity and also work asHub for domestic satellite users. There are four Intelsat Standard B Earth Stations atIslamabad, Gilgit, Skardu and Gwadar.
  • 27. Section 1Chapter No. 3Structure of PTCLCHAPTER NO 3STRUCTURE OF PTCL3.1 Structure of OrganizationAn Organizational Structure clarify the roles of personnel of an Organization and to determinewho has to do what task, which is responsible for what, objectives to be achieved, who is toreport to whom and to remove the obstacles for performance caused by confusion anduncertainty of job assignment as well as to make easy decision-making and communicationnetworks reflecting and supporting organization objectives.The head of Pakistan Telecommunication Company Limited is called "President". Then come theSEVPs (Senior Executive Vice Presidents), i.e. SEVP (Finance), SEVP (Operations),SEVP(Technical), and SEVP (Human Resource Management), SEVP (Marketing & BusinessDevelopment).Then there is a chain of Executive Vice Presidents (EVPs) like EVP (FinanceCentral), EVP (Marketing), EVP (HR Central), EVP (Accounts), EVP (Operation), EVP(Information Technology, Training & Research), and EVP (Revenue). All these are appointed atPakistan Telecommunication Company, Headquarters at G-8/4, Islamabad. Apart from theseEVP, there are also EVP (Operation), EVP (HR) etc who are heading the other regions of PTCLin major cities country wide. Then there are Chief Engineers and General Managers at H/Qs whoreport to their relevant EVP. Then there are Senior Managers, Deputy Directors, AssistantDirectors, Account Officers, Assistant Account Officers, Financial Analysts, MarketingManagers, Computer Programmers, and IT Specialists etc.There are also Regional Heads (General Managers) to head PTCL Regions then come the SeniorManagers (Operations), Senior Engineers (Operations), Engineers to look after the telecomsystem of Regions. There are also Senior Managers Finance, Account Officers and Accountantsto Handle Regional account and billing matters. Manager HR & his staff are responsible to takecare of Personnel affairs at Regional Level.
  • 28. Section 1Chapter No. 3Structure of PTCLIn non-gazetted staff there are Engineering Supervisors Operations/Switching/Powerplant/Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants, KeyPunch Operators, Telecom Technicians, Upper Division Clerks, Lower Division Clerks, LineMen, Wire Men, Drivers, Exchange Cleaners, Naib Qasids and Peons etc.All the staff is recruited by the HR Department headed by SEVP HR. The HR experts areresponsible for hiring & to further streamline its recruitment process.3.1.1 Main OfficesThe Head Office of Pakistan Telecommunication Company Limited is situated inSector G-8/4, Islamabad, which is headed by the "President". Besides, it has RegionalHeadquarters like: Islamabad Telecom Region, Rawalpindi Telecom Region, Hazara Telecom Region Abottabad, Northern Telecom Region-I Peshawar, Lahore Telecom Region (South), Lahore Telecom Region (North), Multan Telecom Region, Faisalabad Telecom Region Southern Telecom Region-I Hyderabad Southern Telecom Region-II Karachi Southern Telecom Region-V Sukkur Western Telecom Region Quetta. Switching network Central region Lahore.These Regions provide Telecommunications services to the customers in theirrespective areas. Apart from these, PTCL has an Optical Fiber Construction Region Lahoreand Optic Fiber System Islamabad, each headed by a General Manager.
  • 29. Section 1Chapter No. 3Structure of PTCL3.1.2 PTCL Head Office Organizational ChartInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband14
  • 30. Section 1Chapter No. 3Structure of PTCL3.1.3 Department Organizational StructureInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband15A.MCPE installersManagerS.M(MM&BB)InternshipDepartmentInternshipDepartmentU.D.C, L.D.C,Stenos etc.Line man, Tech:Cable etc.Tech:, Cable,Line man etc.E.S (Switch)Engineer EngineerR.OAssistant ClerksAss: B.MEngineer BusinessManagerS.E(switch)S.E (as above)A.D.W A.D.WS.A.OD.A.OS.E Cord S.M(HR) S.M(D&Sp Project) S.M(Switch) S.M(Ops) S.M(Fin)G.M (A/N(D&M))E.S (Bus)T.O, Tech:,Wire man etcE.S develop
  • 31. Section 1Chapter No. 3Structure of PTCLInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband16
  • 32. Section 1Chapter No. 3Structure ofPTCLNote: so in the above structure I have scaled from SM, till CPE installers. I did my internship inDSL department so I am mentioned the names of only concerned designations and thedepartment structure is highlighted in the chart above.Senior Manager(SM)  Esa Khan (DIK)Manager (MM&BB)  Yaseen Khan3Assistant Manager(AM)  Tariq AyazCPE Installers  Fahad Burhan, Irfan khan, Dawar3.2 Technical & Operational NetworkPakistan telecommunication corporation under the act of 1996, Pakistan TelecommunicationAuthority (PTA) issued a license to Pakistan Telecommunication Company Limited for theprovision of telecom services within Pakistan to private sector and the general public asthe Federal Government may determine and during the exclusivity period of the PakistanTelecommunication Company Limited (PTCL) specified in above-mentioned Act. PTCL has25 years license to provide telecom services in Pakistan with Stake in the Company withabout 62% equity. PTCL has largest network and huge infrastructure for its more than4,405,161users as on (Mar, 2008).3.2.1 Switching TechnologyThere are 7 different kinds of switching technologies currently operational in PTCL network. Alcatel Siemens NEC Erricsson Huawi J.S telecom ZTE3Email: qurban.ali@ptcl.net.pkInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband17
  • 33. Section 1Chapter No. 3Structure ofPTCLWith these different switching technologies PTCL is running its huge network andproviding different communication facilities to its customers.3.2.2 Technical and Operational MilestonesPTCL is continuously improving it network. During the year 2008 PTCL installed capacitywas 4940154 but now in current year the installed capacity is improved. PTCL achieved100% digitalization in this year.3.2.2.1 Computerized Fault Management SystemThis feature of PTCL improved network & is being used to register & rectify Land LineFaults in a computerized way. This system was working in few cities but now it isavailable all over the Pakistan.3.2.2.2 Launch Of IN PlatformTo augment the capacity and introduce additional value added services a new IntelligentNetwork (IN) Platform was launched in October 2003.This platform has higher capacityfor prepaid calling cards and provision for introduction of new services.3.2.2.3 Optical Fiber Junction Access NetworkTo further support the launch of new services the optical fiber junction access networkhas been in implementation phase. This system further supports the upcoming project ofPTCL WLL (wire less local loop), Broad Band Services & IPTV.3.2.2.4 Network Operation Center (NOC)(Pakistan Telecommunication Company Limited, Oct-Dec 2008, pp. 21-22)Pakistan Telecommunication Company Limited (PTCL) is a prime provider of telecomvoice and data services within Pakistan.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband18
  • 34. Section 1Chapter No. 3Structure ofPTCLAs Part of its ongoing infrastructure development, PTCL has embarked on a majorinvestment program in a Network Operations Center (NOC).Fig. NOC application launchedThe purpose of NOC is: To control, monitor and manage the entire PTCL Network To enhance and optimize Network Management through a transparent andcentralized platform To create a highly available, adaptable and fault resilient network that can meetthe market demand and provide customer satisfactionDue to the absence of a NOC, PTCL currently faces serious operational challenges: Since there is no centralized network management, fault resolution is ad hoc andinefficient, service restoration takes a long time There is no mechanism for root cause analysisThrough the NOC PTCL have been able to address these issues with: A complete convergence of entire Network on a single platform Proactive identification and resolution of faults through: Real-time Network Monitoring & status visibility.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband19
  • 35. Section 1Chapter No. 3Structure ofPTCL PTCL have been able to increase network availability through: Enhanced Quality of Service and centralized performance statistics andreporting mechanism. Increased Accountability and Transparency Through escalation policies, work orders and maintenance of secureactivity logsA Fault resilient and highly available Network is a direct result of NOC. Howeverthe NOC platform has also been used to diversify the services and customer base toincrease revenues. NOC has been used for: Modifications of SOPs for: DSL, IPTV, Triple Play provisioning and complaint handling. BNCC has been integrated for resolution of complaints reported by thecustomers. NOC is used for provisioning of SLA support for all domains. Management of DXX corporate customers and outsourced Data Centers.Further, Performance management statistics are being used to conduct a trend analysisand reengineer the network.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband20Fig. Employees Monitoring the Network
  • 36. Section 1Chapter No. 3Structure ofPTCLCivil WorksNOC in PTCLThe main NOC is located in the CDDT Building, Islamabad. There are 3 regional NOCsin Lahore, RWP and Karachi respectively. Disaster Recovery shall be done in Karachi.Network Domains that have been integrated into NOC:WLL, IN, Signaling, TDM/, Switching, OFAN, TXM, DXX, PIE, NGN andTriple PlayFiber Cut ScenarioOn average PTCL experience hundreds of fiber-cuts in a month. As a result PTCL haveautomated the root cause analysis process for this scenario:When the system detects a fiber cut a siren goes off, cable cut blinks on the screen andhundreds of critical alarms pop up on the screen, the correlation rule kicks in and thealarms are associated and consolidated into a single root cause alarm.A TT is automatically generatedidentifying the affected cablesection between two NEs.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband21Fig. Employees at work on NOC
  • 37. Section 1Chapter No. 3Structure ofPTCLAn automated notification is dispatched to the responsible coordinator via time stampedSMS and EMAIL. The coordinator then issues a work order for fault resolution. IOf thefault is not resolved, verified and closed within a stipulated time frame, the escalationprocess is triggered and senior management is notified with an SMS and email forapporpriate action.Complete visibility of the network, intelligent root cause analysis and defined SOPs forwork order dispatching and escalation are the core tools that shall allow the NOC toprovide a robust network making PTCL a landmark of excellence in the world oftelecom.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband22
  • 38. SECTION 2CHAPTER NO 1.........................................................................................................................2INTRODUCTION TO THE REPORT....................................................................................2CHAPTER NO 2.........................................................................................................................5ORGANIZATIONAL INTRODUCTION...............................................................................5CHAPTER NO 3.......................................................................................................................12STRUCTURE OF PTCL.........................................................................................................12CHAPTER NO 4.......................................................................................................................24INTERNSHIP DEPARTMENT..............................................................................................24CHPATER NO 5.......................................................................................................................29SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT..........................29CHAPTER NO 6.......................................................................................................................37DUTIES PERFORMED DURING THE INTERNSHIP......................................................37CHAPTER NO 7.......................................................................................................................61FINDINGS AND RECOMMENDATIONS...........................................................................61CHAPTER NO 8.......................................................................................................................63SWOT ANALYSIS...................................................................................................................63
  • 39. Section 2Chapter No. 4Internship DepartmentCHAPTER NO 4INTERNSHIP DEPARTMENT4.1 Name of the DepartmentThe name of the Department where I did the Internship of seven weeks duration wasMultimedia and Broadband. Its acronym is MMnBB. I was under the supervision ofAssistant Manager, and was hired for the Internship by Manager MMnBB.4.2 Managerial Structure of the DepartmentFig: Managerial Structure of the DepartmentInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband24InternshipDepartmentInternshipDepartmentA.MCPE installersManagerS.M(MMnBB) S.M(HR)S.M (D & Sp Project)S.M(Switch)S.M(Fin)G.M (Functionality & Administration)EVPSEVPPresident
  • 40. Section 2Chapter No. 4Internship DepartmentIn bannu there is no GM so in the above structure I have scaled from SM, till CPEinstallers and the SM report to two GMs i.e. Functional and Administrative. I did myinternship in DSL department so I am mentioned the names and designations ofemployees of that department only, and the department structure is highlighted in thechart above.Senior Manager(SM)  Esa Khan (DIK)Manager (MMnBB)  Yaseen Khan4Assistant Manager(AM)  Tariq AyazCPE Installers  Fahad Burhan, Irfan khan, Dawar4.3 Technological Structure of the Department4Email: yasin.khan@ptcl.net.pkInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband25CabinetCustomerDemarcationPoleInside PlantOpticalFiberServer MDFDSLAMPrimary CableOutside Plant
  • 41. Section 2Chapter No. 4Internship DepartmentFig: Broadband Pakistan StructureInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband26
  • 42. Section 2Chapter No. 4Internship Department4.3.1 WorkingServerThe servers located at different places in Pakistan gets data from the Internet. They are connectedto the whole world and through them, the Pakistani Nation connect to the Internet.DSLAM (Digital Subscribers Line Access Multiplexer)(Pakistan Telecommunication Company Limited, 2009, pp. 9-10)The DSLAM at the access provider is the equipment that really allows DSL to happen. ADSLAM takes connections from many customers and aggregates them onto a single, highcapacity connection to the Internet. DSLAMS are generally flexible and able to support multipletypes of DSL in a single central office, and different varieties of protocol and modulation in thesame type of DSL. In addition, the DSLAM may provide additional functions including routingor dynamic IP address assignment for the customers.The DSLAM provides one of the main differences between user service through ADSL andthrough cable modems. Because cable-modem users generally share a network loop that runsthrough a neighborhood, adding users means lowering performance in many instances. ADSLprovides a dedicated connection from each user back to the DSLAM, meaning that users won’tsee a performance decrease as new users are added – until the total number of users begins tosaturate the single, high-speed connection to the Internet. At that point an upgrade by the serviceprovide can provide additional performance for all the users connected to the DSLAM.MDF (Main Distribution Frame)(Sajjad Imtiaz, 2008-09)MDF stands for “Main Distribution Frame”. The Basic function of MDF is to interconnect themain equipments which are present inside the exchange with the cables which are going to thesubscriber (customer).Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband27
  • 43. Section 2Chapter No. 4Internship DepartmentThe wire coming from “MDF” and “Cable Chambers” is called as “Primary Wire”. The Primarywire may contain 200 up to1200 pairs.Construction of MDFMDF is actually a long steel rack which is accessible from both sides. On one side of thesteel rack Termination blocks are arranged horizontally and at the other side thetermination blocks are arranged vertically.Cables coming from exchange (Switch room) are terminated at the horizontal blockswhereas cables coming from external network are terminated at vertical blocks.Inside PlantMDF is actually the point where the Local Exchange ends, so the Local exchange and MDF arethe basically “Inside Plant”.Outside PlantAll the cables, towers, poles, cabinets till the DP are referred as the “Outside Plant”.CabinetIt’s a metallic bar from which further connections to the subscribers are given.The wire coming out of the cabinet to the DP is called as Secondary wire.DP:DP is abbreviation of “Demarcation Point”. One DP contains 10 connections or pairs of wirescoming from it, which go towards 10 subscribers. The wires which are coming out of DP arecalled as “Drop Wires”. DP is located at the “Telephone Pole”.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband28
  • 44. Section 2Chapter No. 5Service by Multimedia and Broadband DepartmentCHPATER NO 5SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENTMultimedia and Broadband department of the PTCL offers some services, which are discussedbelow:5.1 Services NationwideAt National Level it provides its customers with the following services.5.1.1 Broadband Pakistan(Pakistan Telecommunication Company Limited, p.http://www.ptcl.com.pk/contentp.php?NID=190)PTCL is now the leader in consumer broadband in Pakistan, leading the country into 21stcentury.Experience the Internet at its fastest with high-speed access from Broadband Pakistan,simultaneously, enjoy Voice service over the same telephone line without any extra cablingInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband29
  • 45. Section 2Chapter No. 5Service by Multimedia and Broadband Departmentconnections! Broadband Pakistan offers DSL service with unmatched reliability, affordabilityand connectivity.Features Cost effective Always On Internet access High speed data download Unlimited download Free Modem Free Installation Convenient ordering on phone and web No upfront chargesFree E-mail and anti spam service for Broadband SubscriberPakistan oldest and largest IP service provider brings you a mark of association.Where every PTCL Broadband Connection get a free Personalized e-mail ID for life andenjoy the most reliable, spam free service.Highlights: PTCL broadband customers will get a free for life personalized e-mail account with50mb of space. Broadband keeps you connected to high speed internet all the time. Economical packages for students Special packages for corporate and individuals Access to free movies, music, classical Pakistan plays, famous cricket matches,educational and religious contents exclusively for PTCL broadband customers. PTCL achieving the important milestone of taking broadband into over 167cities/towns across PakistanInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband30
  • 46. Section 2Chapter No. 5Service by Multimedia and Broadband DepartmentBroadband Entertainment Portal (PTCL BUZZ)Now PTCL offers Pakistans First Entertainment Portal completely free for its DSLCustomers. Experience true broadband entertainment, listen or download melodies, songs,watch classic movies, Cricket Matches, PTV Plays, Online learning, Gaming, listen toreligious Naats and lots of fun.Now your DSL connection is much more than just speed, it is entertainment and fun!PTCL BUZZ is an entertainment portal which is FREE & EXCLUSIVELYAVAILABLE only for PTCL broadband users. PTCL Buzz has a huge library of contentincluding the best of English and Urdu movies, dramas, Sports, Live radio, Religiousprogrammes and over 10,000 songs to choose from.5.1.2 Smart TV(Pakistan Telecommunication Company Limited, p.http://www.ptcl.com.pk/aboutusc.php?NID=145)Launched for the first time in Pakistan using the flexible Internet Protocol (IP) technology,PTCL’s Smart TV is service which allows customer to be more interactive and more in controlwith their TV service as compared to conventional TV broadcast or cable TV. Smart TVdelivers television programs to households via broadband connection and requires aInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband31
  • 47. Section 2Chapter No. 5Service by Multimedia and Broadband Departmentsubscription, a set-top box, and offers key advantages over existing cable TV. You will now beable to: Playback / Rewind live TV channels at any time Parental Lock facility on any channel Search and select favorite programs by using ‘Electronic Program Guide’. Viewers havefull control over functionality such as rewind, fast-forward, pause, and so on. Watch DVD quality movies on demand from our library of over 500 titles. Watch 100 plus digital quality TV channels.Features and Benefits of ‘Smart TV’Smart TV provides advanced features and services that are not possible with traditionalbroadcast television systems. These advanced features include Time Shift Television(TSTV), Parental Control, Electronic Program Guide (EPG), Global Television Channels,Video on Demand (VoD), Near Video on Demand (NVoD) and many more interactivefeatures.Time Shift Television (TSTV)Time Shift Television is an exciting feature that allows viewers to playback live TVchannels at any time they want. So when the viewer misses an important part of amovie, a play or a sporting event, he can view it by ‘rewinding’ that particular channel(displaying the symbol ), watching the missed part and then coming back to liveaction. This function will be available to the TV viewers for the first time in Pakistanand only through the PTCL Smart TV service.Parental ControlThis feature enables parents to restrict certain channels which are not suitable forjuvenile viewing. Restriction is enabled by assigning a password to particularchannel(s) thus empowering parents to control the content their children can watch.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband32
  • 48. Section 2Chapter No. 5Service by Multimedia and Broadband DepartmentEPG (Electronic Program Guide)Electronic Program Guide (EPG) is an extremely responsive and feature-richapplication that manages viewer interaction during channel and program selection. It isan on-screen guide to schedule broadcast television programs, allowing viewers tonavigate, select, and discover content by time, title, channel, genre, etc, by use of theirremote control. It also provides access to billing details, changing password andmanaging favorites.VOD (Video On Demand)Video on Demand is a service that provides end users to interactively request andreceive videos. VOD permits a customer to select a program from a catalogue usingEPG (Electronic Program Guide). The play out of the selected movie starts nearlyinstantaneously on the customers TV. A film that is chosen, for example, will beavailable for multiple viewing during 24 hours without any extra charge.NVOD (Near Video On Demand)NVOD is another exciting feature working like a community TV Channel. A number ofchannels are allocated for NVOD. Popular or recently released movies and programsare played on NVOD channels and are available to all Smart TV viewers. Differencebetween VOD & NVOD is that VOD is a personalized service catering only toindividual needs, on payment whereas NVOD is like community cinema available to allSmart TV customers at no extra cost. In case of NVOD channels, customer feedbackplays a pivotal role in content selection.5.1.3 EVO Wireless Broadband(Pakistan Telecommunication Company Limited, p.http://ptcl.com.pk/contentb.php?NID=199)Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband33
  • 49. Section 2Chapter No. 5Service by Multimedia and Broadband DepartmentExperience the evolution of the broadband revolution with PTCL Evo - the ultimate solutionfor high speed internet access on the move. Just plug and play or work at home, in the office oranywhere in between. There’s no end to your imagination nor to what you can do with Evo. Superior 3G experience. Broadband Internet in your pocket Unlimited downloads! EV-DO Roaming in Karachi, Lahore & Islamabad/Rawalpindi - Nationwide Roamingthrough automatic switch over to 1 X in non EVDO Coverage areas. Average download speeds from 300 kbps to 500 kbps! Access rich media applications like live video streaming, web casts, online games anda host of other applications. USB Interface - Compatible with Desktops & Laptops. Plug & Play - Instant ConnectivityFeatures Enhanced 3G network technology for faster downloads and browsing. Mobility/ Portability: Internet on the go - whenever and wherever High speed internet experience: Supports entertainment services such as music, videostreaming, images/ videos/ files sharing etc. Simplicity: Faster deployment, easy to move Provides superior Value and Quality of service through Reliable, Secure, High-availability network Supported OS: Windows 2000 / XP / Vista/Mac OS.BenefitsNever Before Speed:Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband34
  • 50. Section 2Chapter No. 5Service by Multimedia and Broadband DepartmentWith PTCL Evo Wireless Broadband’s 3G network technology you now have access tointernet at super fast speeds using the new USB Modem & PCMICA card.Internet on the Go:You now have the convenience of being able to access PTCL Evo Wireless Broadbandfrom wherever you are.Plug and Play:All you now need to do is just plug the USB Modem/PCMICA into your Laptop /Desktop PC and you are ready to access a whole new world of high-speed internetconnectivity.Unlimited Downloads:With Evo Wireless Broadband you get Unlimited Downloads! There is no limit to theamount of data you can download or upload. Since there is no limit to your imaginationso why should there be any limit to what you can do with Evo!Hassel free/Wireless:With Evo sleek and stylish devices, you are now completely free from wires.USB Interface:With the USB port interface you can now simply plug the USB Modem device into eithera Laptop or your Desktop PC and get ready to access high-speed internet connectivity.Multifunctional Device:The device also supports your Laptop / Desktop PC earphone and microphone. Byinserting a Vfone RUIM you can use your Evo device to make/receive voice calls orsend/receive SMS.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband35
  • 51. Section 2Chapter No. 5Service by Multimedia and Broadband Department5.1.4 E-Learning Portal(Pakistan Telecommunication Company Limited, Oct-Dec 2008, p. 15)E-Learning is a comprehensive easy-learning program that delivers more than 1500 affordable,certification-level IT, desktop and professional development courses through the internet.Allowing you to learn anytime, anywhere for a fraction of the cost of class-based training.EasyLearning courses not only provide you with new skills that improve your prospects in life,but also give you free access to hundreds of work opportunities posted by businessesworldwide on their free website, Serebra Connect. You can start earning income from yourskills immediately after graduating. The more skills you have, the better the opportunities youwill get.To promote and introduce this valuable service, PTCL teams have conducted free distributionof Easy Learning Cards to Educational Institutes, to corporate clients, Broadband and Vfonecustomers. EasyLearning will not only fulfill the Corporate Social Responsibility for PTCL butwill literally promote other services and products of PTCL like Broadband, Vfone etc.5.2 Services in BannuOf the Above Nationwide services, Bannu (Where I did my Internship) have only the serviceof Broadband Pakistan.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband36
  • 52. Section 2Chapter No. 6Duties Performed During The InternshipCHAPTER NO 6DUTIES PERFORMED DURING THE INTERNSHIP6.1 Office WorkDuring my internship, I performed some duties at the office of the Multimedia and Broadband,PTCL Bannu. These duties assigned to me are listed below.6.1.1 Taking Orders from Customers:I used to take the orders from the new customers, Customers either have to call to the office orthey can also walk in to the office and place the order.6.1.1.1 Regular CustomerThe following information are collected from the customera. Name:b. Father Name:c. Phone No:d. Mobile No:e. Address:f. Package to choose:6.1.1.2 Customer as a StudentThe following information are taken when any student place an ordera. Student Name:b. University/Collegec. Registration No in the Institute:6.1.1.3 FormsThe following one or two forms are used (2nd form for student package if required) for thecollecting of order.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband37
  • 53. Section 2Chapter No. 6Duties Performed During The InternshipForm No 1 Ordinary DSL ApplyInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband38
  • 54. Section 2Chapter No. 6Duties Performed During The InternshipForm No: 2 Student Package DSL ApplyPAKISTAN TELECOMMUNICATION COMPANY LIMITEDTo Whom It May ConcernIt is certified that Mr./Miss _______________________________________________S/D/O __________________________________ Registration No: _______________student of Class/Grade _____________ of this institute/School/College___________________________________________________This certificate is issued to him/her for the PTCL DSL connection “Student Package”against Telephone No. 0928 - ___________________ with the permission of his/hersfather /guardian._________________________ _________________________Father/Guardian’s Signature Principal/Head of Institute(Full Name & NIC No) (Seal and Signature)Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband39
  • 55. Section 2Chapter No. 6Duties Performed During The Internship6.1.2 Order Entry into the DatabaseAfter taking of the order, I used to work on the Computer to enter the information into thedatabase and to issue a username and password for the customer along with the allotment ofADSL ModemThe Following Screen Shots of the Computer Software which were usedFig: Computer Software Screen 1Fig: Computer Software Screen 2Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband40
  • 56. Section 2Chapter No. 6Duties Performed During The InternshipFig: Computer Software Screen 3Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband41
  • 57. Section 2Chapter No. 6Duties Performed During The InternshipFig: Computer Software Screen 4Fig: Computer Software Screen 56.1.3 Complaint Management System HandlingThe officers also used the software system to manage the complaints of the customers. ThisSoftware was called Complaint Management System (CMS)The following are the screen shots of the software used for this purpose:Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband42
  • 58. Section 2Chapter No. 6Duties Performed During The InternshipFig: CMS Screen 1Fig: CMS Screen 2Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband43
  • 59. Section 2Chapter No. 6Duties Performed During The InternshipFig: CMS Screen 3From this software system, the complaint was assigned to Linemen or CPE Installers asrequired and then notification issued accordingly.8.1.4 Email Service used:The officers also used and online Email application in their offices for contacting with theirhigher Managers or Bosses. Following is the Login Screen Shot of the Online Email SoftwareSystem.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband44
  • 60. Section 2Chapter No. 6Duties Performed During The Internship6.2 Field WorkDuring at internship, I performed some duties at the field. These duties are mentioned below:6.2.1 Installation:I performed Installation for the customers who placed orders the day before. I used to take theModem issued, write down the username and password of the customer, and prepared to do theinstallation. There are different methods to do the installation for different modems, but Imention here only one modem’s setting.6.2.1.1 Modem Used: Home Gateway EchoLife HG510Front Panel:Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband45
  • 61. Section 2Chapter No. 6Duties Performed During The InternshipDescription of Front Panel:Indicator Color Status DescriptionPOWERGreen On The HG510 is powered onGreen Off The HG510 is not powered onLAN 1-4 GreenOn The Ethernet Interface is connectedBlinkingData is being transmitted through theEthernet portOffThe Ethernet Interface is not connected withthe network cableADSL GreenOn The HG510 is activatedBlinking The HG510 is being activatedOffTelephone line is not connected or the nextactivation is being preparedINTERNET GreenOnWAN is connected and no data transmitthrough the ADSL interfaceBlinking Data is transmittingOff Fail in the bridge/router modeRear Panel:Description of Rear Panel:Interface/Button DescriptionADSLIt is used to connect with the Modem interface of asplitter.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband46
  • 62. Section 2Chapter No. 6Duties Performed During The InternshipRESETIt is used to restore the default settings of the HG510.Once you use this function, all your customized settingswill be lost. Therefore, be careful with it.LAN 1 – 4 It is used to connect with a computer or a switch.POWER It is used to power on/off the HG510.ON/OFF It is used to connect with the power adapter6.2.1.2 Connecting HG510 MODEM:I used to connect the modem according to the above diagram. The above diagram shows theSTB and Hub connections too, whereas, I used to connect only the single PC. After this, Iused to do the configuration for the first time, in order to make it able for the single PC toconnect to the World Wide Web. Below is mentioned the configuration instruction of theHG510 Modem.Step 1: Connecting to the Splitter, Power Connection & LAN cable.1. Line hole connects to PTCL wire or Wall phone Jack (RJ-11 Jack).2. Modem hole connects to the DSL jack of the ADSL CPE (Customer PremisesEquipment).3. Phone hole connects to a telephone set.4. Connect the Power Adapter to the AC power plug and attach the connector ofadapter to the CPE and switch it on.5. Attach one end of LAN wire (RJ-45) to the LAN interface of CPE and the otherend to the LAN wire to the LAN interface of computer’s LAN card.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband47
  • 63. Section 2Chapter No. 6Duties Performed During The Internship6. Link Indicator lights will lit up and show the connectivity. ADSL light will startblinking and soon will be static as a sign of connectivity with our system, if theline is properly jumpered in PTCL premises with the DSLAM (Digital SubscriberLine Access Multiplexer).Joint less and direct cable line from the nearest PTCLpole or cabinet must be connecting to your splitter and then all the phoneextensions must be taken from the phone hole of splitter. The Drop wire distancefrom PTCL pole or Cabinet must not be ideally more than 50 meters.(Twisted pairwire can be longer)Step 2: ADSL Configuration in CPE and Computer1. Go to Start Menu < Control Panel < Network and Internet Connections < NetworkConnections. Check that the Local Area Connection is enabled. Right click localArea network and click properties. Following window will be shown.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband48
  • 64. Section 2Chapter No. 6Duties Performed During The Internship2. Double click “internet protocol(TCP/IP)”, Check “Use thefollowing IP address” and make thefollowing settings:IP Address: 192.168.1.3Subnet Mask: 255.255.255.0Gateway: 192.168.1.1Then, check “Use the followingDNS server addresses” and makethe following settings:Preferred DNS Server:203.99.163.240Alternate DNS Server:203.135.0.1703. Now open Internet Explorer and write “192.168.1.1” in address bar and press enter.There must not be any proxy setting in the internet Explorer.A small pop up window will open as shown in the figure below and ask ”User Name”and “Password” for opening the CPE’s interface.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband49
  • 65. Section 2Chapter No. 6Duties Performed During The InternshipEnter User Name: “admin” and Password: “admin” and press OK.4. Following page will be displayed after entering correct User name and Password:5. Click the Device Info link on the left hand side tabs, more options will be shown. ClickStatistics and further more options will be shown, among them select ADSL.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband50
  • 66. Section 2Chapter No. 6Duties Performed During The Internship6. Clicking ADSL will show the ADSL line parameters, Note the SNR Margin and LineAttenuation. SNR must be higher than 08 dB and Line Attenuation must be less than 45dB for establishing a stable DSL connection.7. Select “Advanced Setup” from the left hand tabs and following window will be displayedInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband51
  • 67. Section 2Chapter No. 6Duties Performed During The Internship8. “Wide Area Network (WAN) Setup” window is shown displaying the list of defaultconnections. Check all of them except one and click remove button.9. Edit the connection by pressing the Edit button.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband52
  • 68. Section 2Chapter No. 6Duties Performed During The Internship10. Enter the values of VPI = 0 & VCI = 103 for copper (Note: For ONU use VPI=8 &VCI=81) and check “Enable Quality of Service” and click Next as shown under.11. Select “PPP over Ethernet PPPoE” and click Next.12. Enter the Username = 051+telephone No. of subscriber e.g., (0512255678) and Password= New Product No. as provided on External Construction Orders e.g., (1130000xxxx).Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband53
  • 69. Section 2Chapter No. 6Duties Performed During The Internship13. Uncheck the “Enable Firewall” checkbox and click Next as shown below.14. “WAN Setup Summary” page is displayed showing the settings/configurations, clickSave button to save the configurations.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband54
  • 70. Section 2Chapter No. 6Duties Performed During The Internship15. Click Save/Reboot, a message window is shown, click OK to save the changes.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband55
  • 71. Section 2Chapter No. 6Duties Performed During The Internship16. DSL Router Reboot window is shown. Wait until the next window is shown displayingthe Device Info.17. Go again to Internet Protocol (TCP/IP) Properties and Select Obtain an IP addressautomatically and leave the DNS server addresses unchanged as shown in the picturebelow and press Ok.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband56
  • 72. Section 2Chapter No. 6Duties Performed During The InternshipOpen the Internet Explorer and start browsing the sites for successful configuration and DSLconnection establishment.6.2.2 Trouble Shooting / Fault Rectification:I used the following table of solutions for the specified symptoms each time found at thecustomer’s premises.Symptom SolutionInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband57
  • 73. Section 2Chapter No. 6Duties Performed During The InternshipThe Power indicatoris not on Ensure that the power adapter matches the HG510. Ensure that the HG510 is connected to the power supply properly. Ensure the Power button is pressed.The ADSL indicatoris not on Ensure that the ADSL line is connected properly. Ensure that the telephone line works normally. You can test with atelephone. Ensure that there is no capacitor or diode in the connection box.The LAN indicatoris not on Ensure that the provided network cable is used. Ensure that the cables are connected properly. Ensure that the network adapter indicator of your computer is on. Ensure that the NIC is working normally. Right-click MyComputer to select Properties; Select Hardware > DeviceManager; check whether there are devices marked with ? or !under Network adapters. If there are any such devices, delete andre-install them; or change the NIC slot. Change the NIC if theproblem persists.The Internet cannotbe accessedTake the most commonly used access mode (a dial-up software isinstalled on your computer) as an example: Ensure that no problem listed above exists. Ensure that the dial-up software is correctly installed and set onyour computer. Ensure that you have entered the right user name and password. If you still cannot access the Internet after the dial-up operation,check if the Proxy server on your IE is correctly configured. TheProxy server must be disabled. Try different Web sites, in case some Web site fails. Try to stop the dial-up connection and to re-establish the dial-upconnection 5 minutes later.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband58
  • 74. Section 2Chapter No. 6Duties Performed During The Internship6.3 MarketingI used to market the services offered by the Multimedia & Broadband Department in thedifferent areas of the Bannu. Mostly the areas were the parts of Main City of Bannu. There wecontacted the Jewelers at the top.6.4 AdvertisingWe also did advertising for the service of MMnBB Department. The department provided us bytheir pre-printed pamphlets and banners which we used to display in certain places of the BannuRegion. These pamphlets were carried by us to the customer’s premises too whenever we have togo to any for installations or trouble shootings, and left the pamphlets there in order to attract thecustomer’s friends or relatives to it.6.5 Customer Facilitation CampsWe at the time of internship also launched customer facilitation camps at different areas ofBannu in order to make the people aware of the services offered. Of the places includes theUniversity of Science & Technology Bannu’s Management Sciences Department andInformation Technology Departments where we convinced enough students and teachers whoavailed the facility of Broadband Pakistan.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband59
  • 75. SECTION 3CHAPTER NO 1.........................................................................................................................2INTRODUCTION TO THE REPORT....................................................................................2CHAPTER NO 2.........................................................................................................................5ORGANIZATIONAL INTRODUCTION...............................................................................5CHAPTER NO 3.......................................................................................................................12STRUCTURE OF PTCL.........................................................................................................12CHAPTER NO 4.......................................................................................................................24INTERNSHIP DEPARTMENT..............................................................................................24CHPATER NO 5.......................................................................................................................29SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT..........................29CHAPTER NO 6.......................................................................................................................37DUTIES PERFORMED DURING THE INTERNSHIP......................................................37CHAPTER NO 7.......................................................................................................................61FINDINGS AND RECOMMENDATIONS...........................................................................61CHAPTER NO 8.......................................................................................................................63SWOT ANALYSIS...................................................................................................................63Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband60
  • 76. Section 3Chapter No. 7Findings & RecommendationCHAPTER NO 7FINDINGS AND RECOMMENDATIONSIn this chapter, I am going to discuss the findings and my view of recommendations which Ifaced and thought during the internship. These findings and recommendations will help theorganization to serve the customers in a more better way and will enhance their capabilities ofperforming earning at the area of Bannu and they will get the high value then those upcomingcompetitors of it.7.1 FindingsBelow are some of the observations which I did during my internship duration. I mention it herefor the purpose to enhance the capabilities of the organization of my Area if these are consideredby the managers. They will also have an edge on the upcoming competitors of them and will notlet them loose their potential customers.1. No proper support from the top managers.2. The employees were not trained enough and were not having enough knowledge aboutthe work they were performing.3. Less educated staff reduces the performance growth of the department in general and ofthe organization as a whole.4. No 24/7 local support available.5. No full co-ordination with the other departments.6. No proper procedure of installing new connections due to which the complaints increaseand also some customers loose their confidence in the Broadband connections.7. Internees were performing all the travel to the customers, advertising, and marketingexpenses by their own hence making them less effective to the organization.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband61
  • 77. Section 3Chapter No. 7Findings & Recommendation7.2 RecommendationsBelow are the recommendations which I found about the organization during my stay with themfor the purpose of internship. If these recommendations are acted upon, the organization will bein a high profit then it is going now and high number of customers will be attracted to them.1. There should be a proper flow of communication between top and low level mangers.2. The employees should be sent for the national level training camps so that they can servethe customers in a better way.3. There should be appointed a well educated staff for the better growth of the organization.4. Some setup for the 24/7 support should be made for the local peoples.5. Some techniques should be developed by the top level managers to start proper co-ordination among the different departments.6. There should be a proper procedure of installing new connections to the new customersof Broadband. Like Line testing, etc.7. There should be some allowance for the internees for the assigned work so that theorganization and the internees both get benefits.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband62
  • 78. Section 3Chapter No. 8SWOT AnalysisCHAPTER NO 8SWOT ANALYSIS8.1 Strengths1. Best services in the Nation.2. Personal Network Nationwide.3. Low Rates.8.2 Weaknesses1. No proper maintenance of the installing connections.2. More Cable Breaks.3. Un educated Staff.4. Un trained Staff.8.3 Opportunities1. Large Market2. No Competitors (local)3. Fresh graduates from the local University to hire so they will give the organization moreefficiency as the locals are more patriots.8.4 Threats1. Potential customers are loosed due to no proper installation procedures of newconnections.2. Upcoming competitors.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband63
  • 79. Section 3Chapter No. 8SWOT Analysis8.5 SWOT MatrixStrengths(S)List strengths Opportunities(O)ListopportunitiesWeaknesses(W)List weaknesses Threats(T)List threatsStrengths – S Weaknesses – WSOStrategiesUse strengths to takeadvantage ofopportunities123Best service in the nation.Personal NetworkNationwide.Low Rates1234No proper maintenance of theinstalling connections.More cable breaks.Uneducated Staff.Untrained Staff.WOStrategiesOvercome weaknessesby taking advantageof opportunitiesSTStrategiesUse strengths to avoidthreatsWTStrategiesMinimize weaknessesand avoid threatsOpportunities – O SO Strategies WO Strategies123Large Market.No Competitors.Fresh graduates from thelocal university (USTBannu)12Do More and Moreadvertising and Marketing tobe spreader before thecompetitors arrive.Make more customers beforethe competitors arrive123Experts from the marketshould be hired to makeproper procedures and testingfor the new connections.Repair the cables on the timeto get edge on the upcomingcompetitors.Hire the fresh graduates formore efficiency.Threats – T ST Strategies WT Strategies12Potential customers areloosed due to no properinstallation procedures ofnew connections.Upcoming competitors12Experts should be hired tomake proper procedures andtesting for the newconnections.Use promotion of low rates,and personal networks formore edge over the upcomingcompetitors.12Maintain the proper testing oflines before installing newconnections.Repair the cable breaks ontime to avoid loosing thepotential customers.Internship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband64
  • 80. BibliographyBIBLIOGRAPHY1. Pakistan Telecommunication Company Limited. (n.d.). PTCL. Retrieved from PTCLWebsite: http://www.ptcl.com.pk2. Pakistan Telecommunication Company Limited. (2010). Specialized Module AccessNetwork (DSL & IPTV). Telecom Staff College Haripur.sInternship Report on Pakistan Telecommunication Company LimitedDepartment: Multimedia & Broadband65