INTERNSHIP REPORT
ON
MULTIMEDIA , BROADBAND AND NETWORKING
PAKISTAN TELECOMMUNICATION COMPANY LIMITED, ISLAMABAD
Submitted in Respect of:
PROFESSOR AMANULLAH AWAN
The Director (IMS)
Submitted By:
ZIAUDDIN KHAN MASOOD
Exam Roll No: 797
BBA – IT (Honors)
Session: 2006-2010
INSTITUTE OF MANAGEMENT SCIENCES
UNIVERSITY OF SCIENCE AND TECHNOLOGY, BANNU
BANNU (N.W.F.P) PAKISTAN
INTERNSHIP REPORT
ON
MULTIMEDIA , BROADBAND NETWORKING
PAKISTAN TELECOMMUNICATION COMPANY LIMITED
Submitted in Respect of:
PROFESSOR AMANULLAH AWAN
The Director IMS
Submitted By:
IHSAN ULLAH KHAN
Exam Roll No: 797
BBA – IT (Honors)
Session: 2006-2010
Internship Report submitted in respect of
Director, Institute of Management Sciences
In Partial Fulfillment of the Requirements for the Degree of
Bachelor in Business Administration and Information Technology
BBA – IT (Honors)
INSTITUTE OF MANAGEMENT SCIENCES
UNIVERSITY OF SCIENCE AND TECHNOLOGY, BANNU
BANNU (N.W.F.P) PAKISTAN
It is to certify that the Internship Report of
Mr. Ihsan Ullah Khan , EXAM NO: 797 SESSION: 2006-2010
of BACHELOR IN BUSINESS ADMINISTRATION & INFORMATION TECHNOLOGY (HONORS) in
Pakistan Telecommunication Company Limited,
Multimedia,Broadband Networking Department
has been approved and accepted.
APPROVAL COMMITTEE
Supervisor
Director
_______________________________
_______________________________
SIR AFTAB KHAN
Prof. Amanullah Awan
Lecturer
Director
Institute of Management Sciences
Institute of Management Sciences
University of Science & Technology, Bannu
University of Science & Technology, Bannu
External Examiner
Signature:
_________________________________
Name:
_________________________________
INSTITUTE OF MANAGEMENT SCIENCES
University of Science & Technology, Bannu
DEDICATED
TO
ALL THOSE WHO HAVE
SACRIFICED THEIR LIVES TO
TAKE UP THE VOICE OF ISLAM
May their soul rest in peace .
[
TABLE OF CONTENTS
.
ACKNOWLEDGMENTS ....................................................................................................... VIII
PREFACE .................................................................................................................................... IX
EXECUTIVE SUMMARY ........................................................................................................ XI
SECTION 1.....................................................................................................................................1
CHAPTER NO 1 ....................................................................................................................... 2
INTRODUCTION TO THE REPORT ................................................................................... 2
1.1
Reason for selecting the specific industry .................................................................. 2
1.2
Purpose of the Internship ............................................................................................ 2
1.3
Scope of the Study ...................................................................................................... 3
1.4
Methods of Collecting Data ........................................................................................ 3
1.4.1
Use of Primary Data ........................................................................................................... 3
1.4.2
Use of Secondary Data ....................................................................................................... 3
1.5
Hurdles in the Study.................................................................................................... 4
CHAPTER NO 2 ....................................................................................................................... 5
ORGANIZATIONAL INTRODUCTION .............................................................................. 5
2.1
Introduction & Historical Background of PTCL ........................................................ 5
2.1.1
Vision .................................................................................................................................. 6
2.1.2
Mission ................................................................................................................................ 6
2.1.3
Core Values ........................................................................................................................ 6
2.2
Company Profile ......................................................................................................... 6
2.2.1
Business & Corporate Users: ............................................................................................. 7
2.2.2
Other business specific services include: ........................................................................... 7
2.2.3
Nationwide Infrastructure: ................................................................................................. 7
2.2.4
National Long-haul Core Network: .................................................................................... 8
2.2.5
Carriers Services ................................................................................................................ 8
2.2.6
White Label Services: ......................................................................................................... 8
2.2.7
Broadband Pakistan: .......................................................................................................... 9
v
.
2.2.8
IPTV Service (Smart TV): ................................................................................................... 9
2.2.9
Pak Internet Exchange: .................................................................................................... 10
2.2.10
V-fone: .......................................................................................................................... 10
2.2.11
International Network .................................................................................................. 11
CHAPTER NO 3 ..................................................................................................................... 12
STRUCTURE OF PTCL ........................................................................................................ 12
3.1
Structure of Organization .......................................................................................... 12
3.1.1
Main Offices...................................................................................................................... 13
3.1.2
PTCL Head Office Organizational Chart ......................................................................... 14
3.1.3
Bannu Department Organizational Structure ................................................................... 15
3.2
Technical & Operational Network ............................................................................ 17
3.2.1
Switching Technology ....................................................................................................... 17
3.2.2
Technical and Operational Milestones ............................................................................. 18
SECTION 2...................................................................................................................................22
CHAPTER NO 4 ..................................................................................................................... 23
INTERNSHIP DEPARTMENT ............................................................................................ 23
4.1
Name of the Department ........................................................................................... 23
4.2
Managerial Structure of the Department................................................................... 23
4.3
Technological Structure of the Department .............................................................. 24
4.3.1
Working............................................................................................................................. 26
CHPATER NO 5 ..................................................................................................................... 28
SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT ........................... 28
5.1
Services Nationwide ................................................................................................. 28
5.1.1
Broadband Pakistan ........................................................................................................ 28
5.1.2
Smart TV .......................................................................................................................... 30
5.1.3
EVO Wireless Broadband ................................................................................................ 32
5.1.4
E-Learning Portal ............................................................................................................ 35
5.2
Services in Bannu ..................................................................................................... 35
CHAPTER NO 6 ..................................................................................................................... 36
DUTIES PERFORMED DURING THE INTERNSHIP ..................................................... 36
6.1
Office Work .............................................................................................................. 36
vi
.
6.1.1
Taking Orders from Customers: ...................................................................................... 36
6.1.2
Order Entry into the Database ........................................................................................ 39
6.1.3
Complaint Management System Handling....................................................................... 41
8.1.4
Email Service used: .......................................................................................................... 43
6.2
Field Work ................................................................................................................ 43
6.2.1
Installation:...................................................................................................................... 43
6.2.2
Trouble Shooting / Fault Rectification: ........................................................................... 55
6.3
Marketing .................................................................................................................. 57
6.4
Advertising ................................................................................................................ 57
6.5
Customer Facilitation Camps .................................................................................... 57
SECTION 3...................................................................................................................................58
CHAPTER NO 7 ..................................................................................................................... 59
FINDINGS AND RECOMMENDATIONS .......................................................................... 59
7.1 Findings ......................................................................................................................... 59
7.2 Recommendations ......................................................................................................... 60
CHAPTER NO 8 ..................................................................................................................... 61
SWOT ANALYSIS ................................................................................................................. 61
8.1
Strengths ................................................................................................................... 61
8.2
Weaknesses ............................................................................................................... 61
8.3
Opportunities............................................................................................................. 61
8.4
Threats....................................................................................................................... 61
8.5
SWOT Matrix ........................................................................................................... 62
BIBLIOGRAPHY ........................................................................................................................63

vii
.
ACKNOWLEDGMENTS
I am full of gratitude to:
 Almighty ALLAH for giving me the life and energy to conceive and actualize the
internship and this report.
 Our learned and erudite teacher Lecturer AFTAB KHAN Institute of Management
Sciences faculty of Management Sciences, University of Science & Technology, Bannu
for his inspiring guidance, keen interest, and continuous encouragement through out my
internship report making efforts.
 My family, who gave me the moral support needed for studies.
 Lecturer Adil Khan, and Lecturer Tariq Khan of Managements Sciences, University
of Science & Technology Bannu for guiding me every now and then in preparing this
report.
 My Bachelor Friend Arif Iqbal 83, Shakir Khan Wazir who pushed me every now and
then to complete this report as soon as possible.
 All Management Sciences Staff (University of Science & Technology, Bannu) who
implicitly 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 support
to accomplish my BBA-IT degree at Institute of Management Sciences, University of
Science & Technology, Bannu
Ihsan Ullah Khan ( Wazir )
BBA – IT (Honors)
(2006-2010)
Exam No: 797
viii
.
PREFACE
This report is prepared as a result of performing seven weeks of Internship in Multimedia &
Broadband Department of Pakistan Telecommunication Company Limited, as a compulsory
requirement for the completion of Degree of Bachelor in Business Administration & Information
Technology.
The specific department is chosen for internship, only with a view that the future time is only of
the 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 set
up, and that how is it connected nationwide.
Following is the detail of the sequences, in which the report is constructed, along with the facility
of getting all this report in a Compact Disk as I already said that the modern time is to be
digitalized 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 as
Introduction to the Report, having the data about the study conducted, as the Scope of the
Study, Limitations, etc of the Study. The Chapter Number Two is entitled as Organizational
Introduction. 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 from
the Company’s Website. The Third Chapter is entitles as Structure of PTCL, which has the
managerial 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 the
Internship Department, its managerial and technological structure, services offered by the
department, and also I have discussed here the duties performed during the internship. All
these topics are covered in three chapters respectively.
ix
.
Section Three consists of the Findings, Recommendations, Strengths, Weaknesses,
Opportunities, Threats, and also the SWOT Matrix. Where as Findings and Recommendations
are in a separate chapter, while the other topics in a separate chapter, consisting of two chapters
overall.
This report contains a CD (Compact Disc) at the end of it, which contains all the
report in a soft form, saved in the format of Microsoft Word 2007, Microsoft Word
97 – 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: 797
x
.
EXECUTIVE SUMMARY
The 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 for
8 weeks until 20/08/2010, with the official working hours starting from 9am to 5pm. During the
internship, I straddled in the department of Multimedia & Broadband along with the field work
associated with the department, under Assistant Manager (MM&BB).
Among the three sections in this report, the SECTION 1 contains Introduction about the study
conducted, introduction about the Organization, the Structures of the Organization, which have
the local and the nation-wide structure of the organization,
SECTION 2 is about the Department in which I conducted the Internship, along with the
Services that are provided by the specified department at national and local level, winding the
section with the discussion of the overall activities conducted during the internship (along with
some screen shots of computer work done) at PTCL Bannu in its Multimedia and Broadband
Department.
SECTION 3 which is the last section of this report consists of the Findings I did during the
internship duration, Recommendations that I though would benefit the organization, along with
the SWOT Analysis and SWOT Matrix.
There is a CD with this report which contains all this report in a Digital Form all in MS Word
2007, MS Word 97 – 2003, and Adobe Acrobat Reader (PDF) format. The CD has the Auto Run
functions and is easy to Use.
1
2
http://www.ptcl.com.pk
qurban.ali@ptcl.net.pk
xi
.
SECTION 1
CHAPTER NO 1............................................................................................................... 2
INTRODUCTION TO THE REPORT .......................................................................... 2
CHAPTER NO 2............................................................................................................... 5
ORGANIZATIONAL INTRODUCTION ..................................................................... 5
CHAPTER NO 3............................................................................................................. 12
STRUCTURE OF PTCL ............................................................................................... 12
Section 1
Chapter No. 1
Introduction to the Report
CHAPTER NO 1
INTRODUCTION TO THE REPORT
I have prepared this report as an essential requirement for the completion of the degree of
Bachelors in Business Administration & Information Technology (BBA-IT). It has to be written
after the completion of seven weeks internship, which is a necessary part of the degree
completion with the aim to provide the students with actual life experience and use their
knowledge in practical.
1.1
Reason for selecting the specific industry
The Telecom Sector is spreading all over the world and it is going to be the essential part of the
lives 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 been
taken by PTCL too to upgrade its network and also to introduce a range of new value added
services like Broadband and IPTV. And so I have also selected their department of
Multimedia & Broadband for my Internship.
1.2
Purpose of the Internship
There 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 Limited
Department: Multimedia & Broadband
2
Section 1
1.3
Chapter No. 1
Introduction to the Report
Scope of the Study
During the internship, I straddled in the department of Multimedia & Broadband along with the
field work associated with the department, such as:
1.4
i.
DSL Installation
v.
Maintain the LAN
ii.
Router Configuration
vi.
Maintain the DSL
iii.
LAN Installation
vii.
Marketing
iv.
Complaint Handling
viii.
Advertising
Methods of Collecting Data
I have collected the data for this report in many ways. I used Primary data, as well as
secondary data for completing the task of report writing about my internship. Some of the
methods I used are discussed below.
1.4.1
Use of Primary Data
I used Primary Data for completing the report by the following ways:
i. Self Observation
ii. Discussions with the officers
iii. Marketing
iv. Informal interview from the customers
1.4.2
Use of Secondary Data
I also used Secondary Data for completing the report writing. Some of these methods are as
follows.
i. PTCL Brochures
ii. PTCL Website
iii. Internship reports of seniors and friends
iv. Staff Training program guides
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
3
Section 1
1.5
Chapter No. 1
Introduction to the Report
Hurdles in the Study
I also faced some hurdles during the making of the report. There were so many hurdles but I
mention 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 themselves
during internship, making it difficult for them to understand technical things.
iii. Limited Financial and Technical Resources also affected the study. Such as
traveling to customer premises in the field work and the advertising were done by
the internee’s own expense.

Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
4
Section 1
Chapter No. 2
Organizational Introduction
CHAPTER NO 2
ORGANIZATIONAL INTRODUCTION
2.1
Introduction & Historical Background of PTCL
PTCL is largest telecommunication company of Pakistan. It has reached its service to almost
every part of the country. (PTCL) is proud to be Pakistan’s most reliable and largest converged
services carrier providing all telecommunications services from basic voice telephony to data,
internet, video-conferencing and carrier services to consumers and businesses all over the
country with more the 2000 exchanges all providing at least the fixed line network and the
dialup internet service.
Whether it is an office in the largest city of Pakistan or a home in a small village, PTCL is
present 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
 Telephone
PTCL is established since 1947 by establishing Posts and Telegraph’s Department, proceeding
to establishing Pakistan Telegraph and Telephone Department in 1961, then in 1990-91, it
went to become Pakistan Telecom Corporation, after which in 1996, PTCL became listed in
all stock exchanges of Pakistan, further in 1998, its subsidiaries of Mobile Services, and
Internet Services started on the name of Ufone and PakNet, coming to the year 2000, it
Finalized its Telecom Policy. It also announced in year 2003, the Telecom Deregulation
Policy, finally in 2006, Etisalat (The Telecom Company of United Arab Emirates) took over
its Management and it is still holding the status of backbone for country's telecommunication
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
5
Section 1
Chapter No. 2
Organizational Introduction
infrastructure despite arrival of a dozen other telecoms including telecom giants like Telenor,
China Mobile, Wateen Telecom, and others.
2.1.1
Vision
To be the leading Information and Communication Technology Service Provider in the
region 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 global
communication. We are striving towards mobilizing the world for the future. By becoming
partners in innovation, we are ready to shape a future that offers telecom services that bring
us closer.
2.1.2
Mission
To 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 profitability
2.1.3
Core Values
 Professional Integrity
 Customer Satisfaction
 Teamwork
 Company Loyalty
2.2
Company Profile
The following data is added here as the Company’s Profile.
(Pakistan
Telecommunication
Company
Limited,
p.
http://www.ptcl.com.pk/aboutusc.php?NID=90)
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
6
Section 1
Chapter No. 2
Organizational Introduction
PTCL is all set to redefine the established boundaries of the telecommunication market and is
shifting the productivity frontier to new heights. Today, for millions of people, we demand
instant access to new products and ideas. More importantly we want them for their better living
standards with increased values in this ever-shrinking globe of ours. We are setting free the spirit
of innovation.
PTCL is going to be your first choice in the future as well, just as it has been over the past six
decades.
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 modern
day services to meet their needs. Now you get options like Caller-ID, call-forwarding, callwaiting, 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, Audio
Conference 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 of
Pakistan with over million installed lines.
The network has over 0.5 million POTS ports with more than 250,000 Broadband ports in 13
major cities.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
7
Section 1
2.2.4
Chapter No. 2
Organizational Introduction
National Long-haul Core Network:
We have over 10,400 km fully redundant, fiber optics DWDM backbone network. It connects
over 840 cities and towns with 270G bandwidth.
2.2.5
Carriers Services
As carriers-carrier, we provide the core infrastructure services to the cellular, LDIs, Local
Loop
operators,
ISPs,
Call
Centers
and
payphone
operators.
We provide all carrier services, right from inter-connects and telehousing to DPLC and
IPLC connectivity. Our interconnect services are provided from our 3200 exchange
locations that connect your carriers networks domestically, in addition to providing IPLC
bandwidths to connect you internationally through our four international gateways and
SEA-ME-WE3 and SEA-ME-WE4 international submarine, also IMWE submarine cable
will be added by the end of the year.
Furthermore to provide connectivity to operators in the extreme remote areas of the
country,
PTCL
launched
its
state
of
the
art
satellite
service
(Skylink).
PTCL satellite service (Skylink) is provided using the Intelsat Satellite System, an
undisputed leader in satellite communications.
2.2.6
White Label Services:
PTCL customers can now provide uninterrupted services to their clients without
undertaking large scale investment in infrastructure or developing expertise in their own
network.
PTCL White Label Services are focused on speed and simplicity at minimal capex. This
will enable our customer to offer their own branded WLL, DSL etc to customers nationally,
together with an array of key support services.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
8
Section 1
2.2.7
Chapter No. 2
Organizational Introduction
Broadband Pakistan:
PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. In
less than two years of it launch, PTCL has acquired over 150,000 Broadband customers in
over 150 cities and towns across Pakistan, leading the proliferation and awareness of
Broadband 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 about
broadband & high speed internet services. PTCL made the broadband technology
affordable by lowering the barriers to entry, by geographically bringing the service within
the reach of a common user across Pakistan and by continuous improvements in customer
care for the service.
Unique offers that makes PTCL’s Broadband unmatchable are special packages for the
student segment, FREE modem and installation, FREE dial up service for its Broadband
customers and FREE access to movies, music, classical Pakistani dramas, cricket matches,
gaming, educational and religious content on PTCL’s entertainment portal ‘BUZZ’, (made
exclusive only to PTCL Broadband subscribers). PTCL also offers multiple FREE
personalized e-mail accounts exclusively to its broadband users. In addition, PTCL recently
doubled 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.pk
2.2.8
IPTV Service (Smart TV):
Using its state of the art Broadband network, PTCL entered the media sector on 14th
August 2008, by launching a digital interactive television service for the first time in
Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan
in the list of a few countries across the globe that offer this state of the art interactive TV
service to its subscribers.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
9
Section 1
Chapter No. 2
Organizational Introduction
Branded under ‘PTCL Smart Line’, the service includes Interactive Television, Broadband
and voice telephony all at the same time on PTCL’s telephone line. Besides offering the
highest digital quality TV picture, the most revolutionary section of this offering is the
ability to ‘rewind’ and ‘pause’ live TV channels, the ability to block / unblock any TV
channel 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 local
and international Movie titles ‘on Demand’. The service for now is available in four cities
Karachi, Lahore and Rawalpindi Islamabad however is planned to be expanded to all the
major 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 26
cities. The existing 16G active bandwidth is used for internet, data, video and videoconferencing 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 approximately
1.25 million V-fone customers.
It offers fixed wireless telephone for your homes & business. With CDMA2000 1X
technology, ours is the largest WLL network with a capacity of 2.6M, covering over 10,000
urban & 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 within
48-72 hours.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
10
Section 1
2.2.11
Chapter No. 2
Organizational Introduction
International Network
SEAMEWE-3 Submarine Cable System:
PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing Station
at Karachi. SMW-3 cable connects 39 cable landing stations in 33 countries and four
continents. 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 two
destinations 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 connecting
India to Western Europe through Middle East. The Cable system is 13,000 km long
with 10 landing points in 8 countries.
Satellite Communication:
PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. These
installations provide the diversity for International voice connectivity and also work as
Hub for domestic satellite users. There are four Intelsat Standard B Earth Stations at
Islamabad, Gilgit, Skardu and Gwadar.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
11
Section 1
Chapter No. 3
Structure of PTCL
CHAPTER NO 3
STRUCTURE OF PTCL
3.1
Structure of Organization
An Organizational Structure clarify the roles of personnel of an Organization and to determine
who has to do what task, which is responsible for what, objectives to be achieved, who is to
report to whom and to remove the obstacles for performance caused by confusion and
uncertainty of job assignment as well as to make easy decision-making and communication
networks reflecting and supporting organization objectives.
The head of Pakistan Telecommunication Company Limited is called "President". Then come the
SEVPs (Senior Executive Vice Presidents), i.e. SEVP
(Finance), SEVP (Operations),
SEVP(Technical), and SEVP (Human Resource Management), SEVP (Marketing & Business
Development).Then there is a chain of Executive Vice Presidents (EVPs) like EVP (Finance
Central), EVP (Marketing), EVP (HR Central), EVP (Accounts), EVP (Operation), EVP
(Information Technology, Training & Research), and EVP (Revenue). All these are appointed at
Pakistan Telecommunication Company, Headquarters at G-8/4, Islamabad. Apart from these
EVP, there are also EVP (Operation), EVP (HR) etc who are heading the other regions of PTCL
in major cities country wide. Then there are Chief Engineers and General Managers at H/Qs who
report to their relevant EVP. Then there are Senior Managers, Deputy Directors, Assistant
Directors, Account Officers, Assistant Account Officers, Financial Analysts, Marketing
Managers, Computer Programmers, and IT Specialists etc.
There are also Regional Heads (General Managers) to head PTCL Regions then come the Senior
Managers (Operations), Senior Engineers (Operations), Engineers to look after the telecom
system of Regions. There are also Senior Managers Finance, Account Officers and Accountants
to Handle Regional account and billing matters. Manager HR & his staff are responsible to take
care of Personnel affairs at Regional Level.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
12
Section 1
Chapter No. 3
Structure of PTCL
In non-gazetted staff there are Engineering Supervisors Operations/Switching/Power
plant/Optical Fiber system/M.W Media, Account Assistants, Stenographers, Assistants, Key
Punch Operators, Telecom Technicians, Upper Division Clerks, Lower Division Clerks, Line
Men, 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 are
responsible for hiring & to further streamline its recruitment process.
3.1.1
Main Offices
The Head Office of Pakistan Telecommunication Company Limited is situated in
Sector G-8/4, Islamabad, which is headed by the "President". Besides, it has Regional
Headquarters 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 their
respective areas. Apart from these, PTCL has an Optical Fiber Construction Region Lahore
and Optic Fiber System Islamabad, each headed by a General Manager.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
13
Section 1
3.1.2
Chapter No. 3
Structure of PTCL
PTCL Head Office Organizational Chart
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
14
Section 1
3.1.3
Chapter No. 3
Structure of PTCL
Department Organizational Structure
G.M (A/N(D&M))
Internship
Department
S.M(MM&BB)
Manager
S.E Cord
S.M(HR)
S.M(D&Sp Project)
Engineer
S.E (as above)
A.D.W
S.M(Switch)
S.E(switch)
S.M(Ops)
S.M(Fin)
Business
Manager
A.D.W
Engineer
A.M
Engineer
D.A.O
Ass: B.M
Assistant Clerks
CPE installers
S.A.O
E.S develop
R.O
E.S (Switch)
E.S (Bus)
U.D.C, L.D.C,
Stenos etc.
Line man, Tech:
Cable etc.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
T.O, Tech:,
Wire man etc
Tech:, Cable,
Line man etc.
15
Section 1
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
Chapter No. 3
Structure of PTCL
16
Section 1
Chapter No. 3
Structure of PTCL
Note: so in the above structure I have scaled from SM, till CPE installers. I did my internship in
DSL department so I am mentioned the names of only concerned designations and the
department structure is highlighted in the chart above.
3.2
Senior Manager(SM)

Esa Khan (DIK)
Manager (MM&BB)

Yaseen Khan3
Assistant Manager(AM)

Tariq Ayaz
CPE Installers

Fahad Burhan, Irfan khan, Dawar
Technical & Operational Network
Pakistan telecommunication corporation under the act of 1996, Pakistan Telecommunication
Authority (PTA) issued a license to Pakistan Telecommunication Company Limited for the
provision of telecom services within Pakistan to private sector and the general public as
the Federal Government may determine and during the exclusivity period of the Pakistan
Telecommunication Company Limited (PTCL) specified in above-mentioned Act. PTCL has
25 years license to provide telecom services in Pakistan with Stake in the Company with
about 62% equity. PTCL has largest network and huge infrastructure for it's more than
4,405,161users as on (Mar, 2008).
3.2.1
Switching Technology
There are 7 different kinds of switching technologies currently operational in PTCL network.
 Alcatel
 Siemens
 NEC
 Erricsson
 Huawi
 J.S telecom
 ZTE
3
Email: qurban.ali@ptcl.net.pk
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 1
Chapter No. 3
Structure of PTCL
With these different switching technologies PTCL is running its huge network and
providing different communication facilities to its customers.
3.2.2
Technical and Operational Milestones
PTCL is continuously improving it network. During the year 2008 PTCL installed capacity
was 4940154 but now in current year the installed capacity is improved. PTCL achieved
100% digitalization in this year.
3.2.2.1 Computerized Fault Management System
This feature of PTCL improved network & is being used to register & rectify Land Line
Faults in a computerized way. This system was working in few cities but now it is
available all over the Pakistan.
3.2.2.2
Launch Of IN Platform
To augment the capacity and introduce additional value added services a new Intelligent
Network (IN) Platform was launched in October 2003.This platform has higher capacity
for prepaid calling cards and provision for introduction of new services.
3.2.2.3
Optical Fiber Junction Access Network
To further support the launch of new services the optical fiber junction access network
has been in implementation phase. This system further supports the upcoming project of
PTCL 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 telecom
voice and data services within Pakistan.
As Part of its ongoing infrastructure development, PTCL has embarked on a major
investment program in a Network Operations Center (NOC).
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 1
Chapter No. 3
Structure of PTCL
Fig. NOC application launched
The purpose of NOC is:
 To control, monitor and manage the entire PTCL Network
 To enhance and optimize Network Management through a transparent and
centralized platform
 To create a highly available, adaptable and fault resilient network that can meet
the market demand and provide customer satisfaction
Due to the absence of a NOC, PTCL currently faces serious operational challenges:
 Since there is no centralized network management, fault resolution is ad hoc and
inefficient, service restoration takes a long time
 There is no mechanism for root cause analysis
Through 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.
 PTCL have been able to increase network availability through:

Enhanced Quality of Service and centralized performance statistics and
reporting mechanism.
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Department: Multimedia & Broadband
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Section 1
Chapter No. 3
Structure of PTCL
 Increased Accountability and Transparency

Through escalation policies, work orders and maintenance of secure
activity logs
A Fault resilient and highly
available Network is a direct
result of NOC. However the
NOC platform has also been
used to diversify the services and
customer
base
to
increase
revenues. NOC has been used
for:
Fig. Employees Monitoring the Network
 Modifications of SOPs for:

DSL, IPTV, Triple Play provisioning and complaint handling.

BNCC has been integrated for resolution of complaints reported by the
customers.
 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 analysis
and reengineer the network.
Civil Works
NOC in PTCL
The main NOC is located in the CDDT Building, Islamabad. There are 3 regional NOCs
in Lahore, RWP and Karachi respectively. Disaster Recovery shall be done in Karachi.
Network Domains that have been integrated into NOC:
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
20
Section 1
Chapter No. 3
Structure of PTCL
WLL, IN, Signaling, TDM/, Switching, OFAN, TXM, DXX, PIE, NGN and
Triple Play
Fiber Cut Scenario
On average PTCL experience hundreds of fiber-cuts in a month. As a result PTCL have
automated 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 and
hundreds of critical alarms pop up on the screen, the correlation rule kicks in and the
alarms are associated and consolidated into a single root cause alarm.
A TT is automatically generated
identifying
the
affected
cable
section between two NEs.
An
automated
dispatched
to
notification
the
is
responsible
coordinator via time stamped SMS
and EMAIL. The coordinator then
issues a work order for fault
resolution. IOf the fault is not
resolved,
verified
and
closed
within a stipulated time frame, the
escalation process is triggered and
Fig. Employees at work on NOC
senior management is notified with an SMS and email for apporpriate action.
Complete visibility of the network, intelligent root cause analysis and defined SOPs for
work order dispatching and escalation are the core tools that shall allow the NOC to
provide a robust network making PTCL a landmark of excellence in the world of
telecom.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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SECTION 2
CHAPTER NO 4............................................................................................................. 23
INTERNSHIP DEPARTMENT .................................................................................... 23
CHPATER NO 5............................................................................................................. 28
SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT ................. 28
CHAPTER NO 6............................................................................................................. 36
DUTIES PERFORMED DURING THE INTERNSHIP ............................................ 36
Section 2
Chapter No. 4
Internship Department
CHAPTER NO 4
INTERNSHIP DEPARTMENT
4.1
Name of the Department
The name of the Department where I did the Internship of seven weeks duration was
Multimedia and Broadband. Its acronym is MMnBB. I was under the supervision of
Assistant Manager, and was hired for the Internship by Manager MMnBB.
4.2
Managerial Structure of the Department
President
SEVP
EVP
G.M (Functionality & Administration)
Internship
Department
S.M(MMnBB)
S.M(HR)
S.M(Switch)
S.M (D & Sp Project)
S.M(Fin)
Manager
A.M
CPE installers
Fig: Managerial Structure of the Department
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 2
Chapter No. 4
Internship Department
In bannu there is no GM so in the above structure I have scaled from SM, till CPE
installers and the SM report to two GMs i.e. Functional and Administrative. I did my
internship in DSL department so I am mentioned the names and designations of
employees of that department only, and the department structure is highlighted in the
chart above.
4.3
Senior Manager(SM)

Esa Khan (DIK)
Manager (MMnBB)

Yaseen Khan4
Assistant Manager(AM)

Tariq Ayaz
CPE Installers

Fahad Burhan, Irfan khan, Dawar
Technological Structure of the Department
Inside Plant
Optical
Fiber
Server
DSLAM
MDF
Primary Cable
Demarcation
Pole
Customer
Cabinet
Outside Plant
4
Email: yasin.khan@ptcl.net.pk
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 2
Chapter No. 4
Internship Department
Fig: Broadband Pakistan Structure
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 2
4.3.1
Chapter No. 4
Internship Department
Working
Server
The servers located at different places in Pakistan gets data from the Internet. They are connected
to 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. A
DSLAM takes connections from many customers and aggregates them onto a single, high
capacity connection to the Internet. DSLAMS are generally flexible and able to support multiple
types of DSL in a single central office, and different varieties of protocol and modulation in the
same type of DSL. In addition, the DSLAM may provide additional functions including routing
or dynamic IP address assignment for the customers.
The DSLAM provides one of the main differences between user service through ADSL and
through cable modems. Because cable-modem users generally share a network loop that runs
through a neighborhood, adding users means lowering performance in many instances. ADSL
provides a dedicated connection from each user back to the DSLAM, meaning that users won’t
see a performance decrease as new users are added – until the total number of users begins to
saturate the single, high-speed connection to the Internet. At that point an upgrade by the service
provide 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 the
main equipments which are present inside the exchange with the cables which are going to the
subscriber (customer).
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Department: Multimedia & Broadband
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Section 2
Chapter No. 4
Internship Department
The wire coming from “MDF” and “Cable Chambers” is called as “Primary Wire”. The Primary
wire may contain 200 up to1200 pairs.
Construction of MDF
MDF is actually a long steel rack which is accessible from both sides. On one side of the
steel rack Termination blocks are arranged horizontally and at the other side the
termination blocks are arranged vertically.
Cables coming from exchange (Switch room) are terminated at the horizontal blocks
whereas cables coming from external network are terminated at vertical blocks.
Inside Plant
MDF is actually the point where the Local Exchange ends, so the Local exchange and MDF are
the basically “Inside Plant”.
Outside Plant
All the cables, towers, poles, cabinets till the DP are referred as the “Outside Plant”.
Cabinet
It’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 wires
coming from it, which go towards 10 subscribers. The wires which are coming out of DP are
called as “Drop Wires”. DP is located at the “Telephone Pole”.
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
CHPATER NO 5
SERVICES BY MULTIMEDIA AND BROADBAND DEPARTMENT
Multimedia and Broadband department of the PTCL offers some services, which are discussed
below:
5.1
Services Nationwide
At 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 21st
century.
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 cabling
connections! Broadband Pakistan offers DSL service with unmatched reliability, affordability
and connectivity.
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Department: Multimedia & Broadband
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
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 charges
Free E-mail and anti spam service for Broadband Subscriber
Pakistan 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 and
enjoy the most reliable, spam free service.
Highlights:
 PTCL broadband customers will get a free for life personalized e-mail account with
50mb 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 167
cities/towns across Pakistan
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Department: Multimedia & Broadband
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
Broadband Entertainment Portal (PTCL BUZZ)
Now PTCL offers Pakistan's First Entertainment Portal completely free for its DSL
Customers. Experience true broadband entertainment, listen or download melodies, songs,
watch classic movies, Cricket Matches, PTV Plays, Online learning, Gaming, listen to
religious 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 & EXCLUSIVELY
AVAILABLE only for PTCL broadband users. PTCL Buzz has a huge library of content
including the best of English and Urdu movies, dramas, Sports, Live radio, Religious
programmes 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 control
with their TV service as compared to conventional TV broadcast or cable TV. Smart TV
delivers television programs to households via broadband connection and requires a
Internship Report on Pakistan Telecommunication Company Limited
Department: Multimedia & Broadband
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
subscription, a set-top box, and offers key advantages over existing cable TV. You will now be
able 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 have
full 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 traditional
broadcast 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 interactive
features.
Time Shift Television (TSTV)
Time Shift Television is an exciting feature that allows viewers to playback live TV
channels at any time they want. So when the viewer misses an important part of a
movie, 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 live
action. This function will be available to the TV viewers for the first time in Pakistan
and only through the PTCL Smart TV service.
Parental Control
This feature enables parents to restrict certain channels which are not suitable for
juvenile viewing. Restriction is enabled by assigning a password to particular
channel(s) thus empowering parents to control the content their children can watch.
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Department: Multimedia & Broadband
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
EPG (Electronic Program Guide)
Electronic Program Guide (EPG) is an extremely responsive and feature-rich
application that manages viewer interaction during channel and program selection. It is
an on-screen guide to schedule broadcast television programs, allowing viewers to
navigate, select, and discover content by time, title, channel, genre, etc, by use of their
remote control. It also provides access to billing details, changing password and
managing favorites.
VOD (Video On Demand)
Video on Demand is a service that provides end users to interactively request and
receive videos. VOD permits a customer to select a program from a catalogue using
EPG (Electronic Program Guide). The play out of the selected movie starts nearly
instantaneously on the customer's TV. A film that is chosen, for example, will be
available 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 of
channels are allocated for NVOD. Popular or recently released movies and programs
are played on NVOD channels and are available to all Smart TV viewers. Difference
between VOD & NVOD is that VOD is a personalized service catering only to
individual needs, on payment whereas NVOD is like community cinema available to all
Smart TV customers at no extra cost. In case of NVOD channels, customer feedback
plays 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)
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Department: Multimedia & Broadband
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
Experience the evolution of the broadband revolution with PTCL Evo - the ultimate solution
for high speed internet access on the move. Just plug and play or work at home, in the office or
anywhere 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 Roaming
through 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 and
a host of other applications.
 USB Interface - Compatible with Desktops & Laptops.
 Plug & Play - Instant Connectivity
Features
 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, video
streaming, images/ videos/ files sharing etc.
 Simplicity: Faster deployment, easy to move
 Provides superior Value and Quality of service through Reliable, Secure, Highavailability network
 Supported OS: Windows 2000 / XP / Vista/Mac OS.
Benefits
Never Before Speed:
With PTCL Evo Wireless Broadband’s 3G network technology you now have access to
internet at super fast speeds using the new USB Modem & PCMICA card.
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Section 2
Chapter No. 5
Service by Multimedia and Broadband Department
Internet on the Go:
You now have the convenience of being able to access PTCL Evo Wireless Broadband
from 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 internet
connectivity.
Unlimited Downloads:
With Evo Wireless Broadband you get Unlimited Downloads! There is no limit to the
amount of data you can download or upload. Since there is no limit to your imagination
so 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 either
a 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. By
inserting a Vfone RUIM you can use your Evo device to make/receive voice calls or
send/receive SMS.
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Department: Multimedia & Broadband
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Section 2
5.1.4
Chapter No. 5
Service by Multimedia and Broadband Department
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 businesses
worldwide on their free website, Serebra Connect. You can start earning income from your
skills immediately after graduating. The more skills you have, the better the opportunities you
will get.
To promote and introduce this valuable service, PTCL teams have conducted free distribution
of Easy Learning Cards to Educational Institutes, to corporate clients, Broadband and Vfone
customers. EasyLearning will not only fulfill the Corporate Social Responsibility for PTCL but
will literally promote other services and products of PTCL like Broadband, Vfone etc.
5.2
Services in Bannu
Of the Above Nationwide services, Bannu (Where I did my Internship) have only the service
of Broadband Pakistan.
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
CHAPTER NO 6
DUTIES PERFORMED DURING THE INTERNSHIP
6.1
Office Work
During 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 or
they can also walk in to the office and place the order.
6.1.1.1
Regular Customer
The following information are collected from the customer
a. Name:
b. Father Name:
c. Phone No:
d. Mobile No:
e. Address:
f. Package to choose:
6.1.1.2
Customer as a Student
The following information are taken when any student place an order
a. Student Name:
b. University/College
c. Registration No in the Institute:
6.1.1.3
Forms
The following one or two forms are used (2nd form for student package if required) for the
collecting of order.
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
Form No 1 Ordinary DSL Apply
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
Form No: 2 Student Package DSL Apply
PAKISTAN TELECOMMUNICATION COMPANY LIMITED
To Whom It May Concern
It 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/hers
father /guardian.
_________________________
Father/Guardian’s Signature
(Full Name & NIC No)
_________________________
Principal/Head of Institute
(Seal and Signature)
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Department: Multimedia & Broadband
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Section 2
6.1.2
Chapter No. 6
Duties Performed During The Internship
Order Entry into the Database
After taking of the order, I used to work on the Computer to enter the information into the
database and to issue a username and password for the customer along with the allotment of
ADSL Modem
The Following Screen Shots of the Computer Software which were used
Fig: Computer Software Screen 1
Fig: Computer Software Screen 2
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
Fi
g: Computer Software Screen 3
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
Fig: Computer Software Screen 4
Fig: Computer Software Screen 5
6.1.3
Complaint Management System Handling
The officers also used the software system to manage the complaints of the customers. This
Software was called Complaint Management System (CMS)
The following are the screen shots of the software used for this purpose:
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
Fig: CMS Screen 1
Fig: CMS Screen 2
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Department: Multimedia & Broadband
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Section 2
Chapter No. 6
Duties Performed During The Internship
Fig: CMS Screen 3
From this software system, the complaint was assigned to Linemen or CPE Installers as
required 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 their
higher Managers or Bosses. Following is the Login Screen Shot of the Online Email Software
System.
6.2
Field Work
During 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 the
Modem issued, write down the username and password of the customer, and prepared to do the
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Section 2
Chapter No. 6
Duties Performed During The Internship
installation. There are different methods to do the installation for different modems, but I
mention here only one modem’s setting.
6.2.1.1
Modem Used:
 Home Gateway EchoLife HG510
Front Panel:
Description of Front Panel:
Indicator
POWER
LAN 1-4
Color
Status
Description
Green
On
The HG510 is powered on
Green
Off
The HG510 is not powered on
On
The Ethernet Interface is connected
Green
Blinking
Off
On
ADSL
Green
Ethernet port
The Ethernet Interface is not connected with
the network cable
The HG510 is activated
Blinking The HG510 is being activated
Off
On
INTERNET Green
Data is being transmitted through the
Telephone line is not connected or the next
activation is being prepared
WAN is connected and no data transmit
through the ADSL interface
Blinking Data is transmitting
Off
Fail in the bridge/router mode
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Duties Performed During The Internship
Rear Panel:
Description of Rear Panel:
Interface/Button Description
ADSL
It is used to connect with the Modem interface of a
splitter.
It is used to restore the default settings of the HG510.
RESET
Once you use this function, all your customized settings
will be lost. Therefore, be careful with it.
6.2.1.2
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 adapter
Connecting HG510 MODEM:
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Section 2
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Duties Performed During The Internship
I used to connect the modem according to the above diagram. The above diagram shows the
STB and Hub connections too, whereas, I used to connect only the single PC. After this, I
used to do the configuration for the first time, in order to make it able for the single PC to
connect to the World Wide Web. Below is mentioned the configuration instruction of the
HG510 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 Premises
Equipment).
3. Phone hole connects to a telephone set.
4. Connect the Power Adapter to the AC power plug and attach the connector of
adapter to the CPE and switch it on.
5. Attach one end of LAN wire (RJ-45) to the LAN interface of CPE and the other
end to the LAN wire to the LAN interface of computer’s LAN card.
6. Link Indicator lights will lit up and show the connectivity. ADSL light will start
blinking and soon will be static as a sign of connectivity with our system, if the
line is properly jumpered in PTCL premises with the DSLAM (Digital Subscriber
Line Access Multiplexer).Joint less and direct cable line from the nearest PTCL
pole or cabinet must be connecting to your splitter and then all the phone
extensions must be taken from the phone hole of splitter. The Drop wire distance
from PTCL pole or Cabinet must not be ideally more than 50 meters.(Twisted
pair wire can be longer)
Step 2: ADSL Configuration in CPE and Computer
1. Go to Start Menu < Control Panel < Network and Internet Connections < Network
Connections. Check that the Local Area Connection is enabled. Right click local
Area network and click properties. Following window will be shown.
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Section 2
2. Double
Chapter No. 6
Duties Performed During The Internship
click
(TCP/IP)”,
“internet
Check
protocol
“Use
the
following IP address” and make the
following settings:
IP Address: 192.168.1.3
Subnet Mask: 255.255.255.0
Gateway: 192.168.1.1
Then, check “Use the following
DNS server addresses” and make
the following settings:
Preferred DNS Server:
203.99.163.240
Alternate DNS Server:
203.135.0.170
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Duties Performed During The Internship
3. 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.
Enter User Name: “admin” and Password: “admin” and press OK.
4. Following page will be displayed after entering correct User name and Password:
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Duties Performed During The Internship
5. Click the Device Info link on the left hand side tabs, more options will be shown. Click
Statistics and further more options will be shown, among them select ADSL.
6. Clicking ADSL will show the ADSL line parameters, Note the SNR Margin and Line
Attenuation. SNR must be higher than 08 dB and Line Attenuation must be less than 45
dB for establishing a stable DSL connection.
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Duties Performed During The Internship
7. Select “Advanced Setup” from the left hand tabs and following window will be displayed
8. “Wide Area Network (WAN) Setup” window is shown displaying the list of default
connections. Check all of them except one and click remove button.
9. Edit the connection by pressing the Edit button.
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Section 2
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Duties Performed During The Internship
10. 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).
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13. Uncheck the “Enable Firewall” checkbox and click Next as shown below.
14. “WAN Setup Summary” page is displayed showing the settings/configurations, click
Save button to save the configurations.
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Duties Performed During The Internship
15. Click Save/Reboot, a message window is shown, click OK to save the changes.
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16. DSL Router Reboot window is shown. Wait until the next window is shown displaying
the Device Info.
17. Go again to Internet Protocol (TCP/IP) Properties and Select Obtain an IP
address automatically and leave the DNS server addresses unchanged as
shown in the picture below and press Ok.
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Section 2
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Duties Performed During The Internship
Open the Internet Explorer and start browsing the sites for successful configuration and DSL
connection establishment.
6.2.2
Trouble Shooting / Fault Rectification:
I used the following table of solutions for the specified symptoms each time found at the
customer’s premises.
Symptom
Solution
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Section 2
The Power indicator
is not on
Chapter No. 6
Duties Performed During The Internship
 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.
 Ensure that the ADSL line is connected properly.
The ADSL indicator
is not on
 Ensure that the telephone line works normally. You can test with a
telephone.
 Ensure that there is no capacitor or diode in the connection box.
 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.
The LAN indicator
is not on
 Ensure that the NIC is working normally. Right-click My
Computer to select Properties; Select Hardware > Device
Manager; check whether there are devices marked with ? or !
under Network adapters. If there are any such devices, delete and
re-install them; or change the NIC slot. Change the NIC if the
problem persists.
Take the most commonly used access mode (a dial-up software is
installed on your computer) as an example:
 Ensure that no problem listed above exists.
 Ensure that the dial-up software is correctly installed and set on
your computer.
The Internet cannot
 Ensure that you have entered the right user name and password.
be accessed
 If you still cannot access the Internet after the dial-up operation,
check if the Proxy server on your IE is correctly configured. The
Proxy 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-up
connection 5 minutes later.
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Section 2
6.3
Chapter No. 6
Duties Performed During The Internship
Marketing
I used to market the services offered by the Multimedia & Broadband Department in the
different areas of the Bannu. Mostly the areas were the parts of Main City of Bannu. There we
contacted the Jewelers at the top.
6.4
Advertising
We also did advertising for the service of MMnBB Department. The department provided us by
their pre-printed pamphlets and banners which we used to display in certain places of the Bannu
Region. These pamphlets were carried by us to the customer’s premises too whenever we have to
go to any for installations or trouble shootings, and left the pamphlets there in order to attract the
customer’s friends or relatives to it.
6.5
Customer Facilitation Camps
We at the time of internship also launched customer facilitation camps at different areas of
Bannu in order to make the people aware of the services offered. Of the places includes the
University of Science & Technology Bannu’s Management Sciences Department and
Information Technology Departments where we convinced enough students and teachers who
availed the facility of Broadband Pakistan.
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SECTION 3
CHAPTER NO 7............................................................................................................. 59
FINDINGS AND RECOMMENDATIONS ................................................................. 59
CHAPTER NO 8............................................................................................................. 61
SWOT ANALYSIS ......................................................................................................... 61
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Section 3
Chapter No. 7
Findings & Recommendation
CHAPTER NO 7
FINDINGS AND RECOMMENDATIONS
In this chapter, I am going to discuss the findings and my view of recommendations which I
faced and thought during the internship. These findings and recommendations will help the
organization to serve the customers in a more better way and will enhance their capabilities of
performing earning at the area of Bannu and they will get the high value then those upcoming
competitors of it.
7.1 Findings
Below are some of the observations which I did during my internship duration. I mention it here
for the purpose to enhance the capabilities of the organization of my Area if these are considered
by the managers. They will also have an edge on the upcoming competitors of them and will not
let 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 about
the work they were performing.
3. Less educated staff reduces the performance growth of the department in general and of
the 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 increase
and also some customers loose their confidence in the Broadband connections.
7. Internees were performing all the travel to the customers, advertising, and marketing
expenses by their own hence making them less effective to the organization.
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Section 3
Chapter No. 7
Findings & Recommendation
7.2 Recommendations
Below are the recommendations which I found about the organization during my stay with them
for the purpose of internship. If these recommendations are acted upon, the organization will be
in 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 serve
the 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 coordination among the different departments.
6. There should be a proper procedure of installing new connections to the new customers
of Broadband. Like Line testing, etc.
7. There should be some allowance for the internees for the assigned work so that the
organization and the internees both get benefits.
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Section 3
Chapter No. 8
SWOT Analysis
CHAPTER NO 8
SWOT ANALYSIS
8.1
Strengths
1. Best services in the Nation.
2. Personal Network Nationwide.
3. Low Rates.
8.2
Weaknesses
1.
2.
3.
4.
8.3
No proper maintenance of the installing connections.
More Cable Breaks.
Un educated Staff.
Un trained Staff.
Opportunities
1. Large Market
2. No Competitors (local)
3. Fresh graduates from the local University to hire so they will give the organization more
efficiency as the locals are more patriots.
8.4
Threats
1. Potential customers are loosed due to no proper installation procedures of new
connections.
2. Upcoming competitors.
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Section 3
8.5
Chapter No. 8
SWOT Analysis
SWOT Matrix
Strengths
(S)
Weaknesses
(W)
SO
Strategies
List strengths
Opportunities List
opportunities
(O)
List weaknesses
List threats
Threats
(T)
Strengths – S
Weaknesses – W
Use strengths to take
advantage of
opportunities
WO
Strategies
Overcome weaknesses
by taking advantage
of opportunities
ST
Strategies
Use strengths to avoid
threats
WT
Strategies
Minimize weaknesses
and avoid threats
1
Best service in the nation.
1
No proper maintenance of the
installing connections.
2
Personal Network
Nationwide.
2
More cable breaks.
Low Rates
3
Uneducated Staff.
4
Untrained Staff.
3
Opportunities – O
1
Large Market.
2
No Competitors.
3
Fresh graduates from the
local university (UST
Bannu)
SO Strategies
WO Strategies
1
Do
More
and
More
advertising and Marketing to
be spreader before the
competitors arrive.
1
Experts from the market
should be hired to make
proper procedures and testing
for the new connections.
2
Make more customers before
the competitors arrive
2
Repair the cables on the time
to get edge on the upcoming
competitors.
3
Hire the fresh graduates for
more efficiency.
Threats – T
ST Strategies
1
Potential customers are
loosed due to no proper
installation procedures of
new connections.
1
Experts should be hired to
make proper procedures and
testing
for
the
new
connections.
2
Upcoming competitors
2
Use promotion of low rates,
and personal networks for
more edge over the upcoming
competitors.
WT Strategies
1
Maintain the proper testing of
lines before installing new
connections.
2
Repair the cable breaks on
time to avoid loosing the
potential customers.
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Bibliography
BIBLIOGRAPHY
1. Pakistan Telecommunication Company Limited. (n.d.). PTCL. Retrieved from PTCL
Website: http://www.ptcl.com.pk
2. Pakistan Telecommunication Company Limited. (2010). Specialized Module Access
Network (DSL & IPTV). Telecom Staff College Haripur.
s
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