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Départ. Technical support- CM640
PHILIPS Consumer
Communications
Centre du Mans
8.4.6
W@P Exchange criteria
Exchanges for W@P problems should be extremely rare because
mobile phone is small compared to the misuse of the customers. W@P is a software application and must be
considered as such. From a hardware point of view, the Flash memory may have to be changed if W@P
parameters cannot be saved but the probability of encountering this problem is near to zero.
The mobile phone has to be considered as a defective one only if the memory test or the functional & radio
tests are wrong.
The points which have to be checked carefully with the customers are listed next:
* W@P parameters (phone not W@P locked) è These parameters are very critical. If a letter, a sign or a number
is wrong, W@P connection will fail.
* Covered area è The end user should access W@P services with only 1 reception bar. In practice, it is assumed
that more than 2 bars are required. For testing purpose, the help desk/ASC/NSC operator will have to ask the end
user to test the phone in a well covered area (minimum of 3 bars).
* WAP phone è A WAP phone is mandatory in order to access W@P services. However, the
subscription is operator dependent.
* Call barring è Call barring has to be cancelled (menu: outgoing/data calls)
* Hourglass icon è If the end user can see the transmitting icon (after the hourglass icon) on the mobile
phone, it means Internet access was successful. Hence, the mobile phone is working correctly.
* Roaming è If the end user is in a foreign country, he may not be able to use the W@P feature or may have to
change the W@P parameters (for example, use the analogue number instead of the ISDN one). The customer has
to contact his/her operator for further information.
* Number of attempts è W@P services may be accessed after several attempts depending on the covered area or
the network status (busy). Obviously, this is not a case for exchange and the help desk/ASC/NSC operator will
have to make sure that the end user has tried several times before diagnosing the problem.
* Impossible to display W@P pages èA W@P page may be displayed on the mobile phone screen of a competitor
and not by the Philips transceiver. The help desk /ASC/NSC operator will have to explain that the W@P navigators
are different. Sometimes, contents of particular pages can be decoded by a navigator and not by another (idem for
Netscape and Internet Explorer).
© PHILIPS ELECTRONICS N.V. 1999
All rights reserved. Reproduction in whole
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PROCEDURE
Service Repair Support
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VY-V-640-204
Page : 27 of 42
Langue : EN
Date : 09/21/01
the chances of having a defective
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