Outgoing Cellular Complaint

Outgoing Cellular Complaint

Check List:

o Party A and B both should be active

o No Issue updated on NTT page

Probing Checklist:

o Mobile Number of B Party

o Message Received by Party A:

o Duration of Complaint

o Exact Location of Party A (In case of Mobilink Number)

o Location of Party B

Error Message	Scenario	Acknowledgement	Reasons & Remedies
Call cannot be connected to	Any number/ All Number	Immediate	Outgoing Mobile to Mobile
Connection Error OR Error in Connection	Any number/ All Number	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Unable to Call on 7788	Unable to Call on 0800 and other numbers are dial able	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Service Not Available	When make call on any/All number	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
	When inset sim	NA	Change handset if issue persist than guide to replace sim
Call Failed	Any number/ All number	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Service Not Available	Any number/ All Number	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Unable to Call on 0800	Unable to Call on 0800 and other numbers are dial able	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Unable to Call on 0900	Unable to Call on 0900 and other numbers are dial able	NA	We are not committing call on 0900 so check AT Part B end
Call Connectivity issue	Network issueCall Connectivity issue etc. faced due to Power Failure issues only	NA	Make self-completed Signal Related SR and inform customer that issue is being faced due to prolonged power failure and will be resolved when overall situation gets better
Number Busy	One Number Only	NA	Either Call blocked service activate or Call rejected at part B end
	All number	NA	Guide as temporary issue due to network congestion will be resolved automatically
Network Busy	Any/All Number	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Call Not Allowed	Any number/ All number	NA	Go to Mobile setting than cost setting and off Fixed dialing (PIN 2= 1234)
Check operator service	On all out going call (whether 111 helpline is dial able from the handset used or not)	NA	Go to Call setting and make default “Send My Caller ID option”
Rate Error	On PCO Set	NA	Route Customer to office
Call Ended	Any Number/ All Number when initiate call	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
	Any Number/ All Number after dialed tune	NA	Most handset error message call ended appear when part B reject call
Emergency Call Only	On Any / All Number/ Appear on screen when insert sim	NA	Change handset if issue persist than guide to replace sim
This is not a Valid number. Please try again or Call 111 for further assistance. / Aap ka matlooba Number Darust Nahi, Mazeed maloomaat kay liay 111 say rabta karain / Your Call Can not be connected to, Please Call 111 from your Mobile for further Assistance/ Wrong number/incorrect number/system cannot recognize this number/number not in use	Any number	NA	Guide customer that wrong CF is active on party B number guide deactivation of CF where required. (If customer says he has not checked the number from any other number except his own then we will guide party B has active diverts for the above mentioned error messages)
	If customer try form another number and can make successful call – Part B receiving call form all number except customer single number	A & B: Immediate C & D: 4 Hours	Outgoing Mobile to Mobile
Powered off / Not Responding	Any number	NA	There might be an issue on part B number if provide required information than cater as per SOP at party B end
Insert Sim	On Any / All Number/ Appear on screen when insert sim	NA	Change handset if issue persist than guide to replace sim
Insufficient Balance	Any Number/All number	A & B: Immediate C & D: 4 Hours	Cellular complaint > Prepaid > Insufficient balance > Local Outgoing
	On ISD Call	A & B: Immediate C & D: 4 Hours	Check Balance if sufficient enough only than Cellular complaint > Prepaid > Insufficient balance > ISD outgoing
Customer unable to call on PTCL numbers	Any one/ Any number	A & B: Immediate C & D: 4 Hours	Cellular complaint > Prepaid/postpaid > Outgoing calls > Outgoing PTCL
Customer is unable to call on 1217 and 1218	Both / Any one	A & B: Immediate C & D: 4 Hours	Cellular complaint > Prepaid/postpaid > Outgoing calls > Outgoing PTCL
Customer is unable to call on PTCL helpline 1236	Any error message appear	NA	We do not commit connectivity with PTCL helpline 1236
Customer is unable to call on Internet Calling Cards, SCOM, ARMY Exchange, TELECARD Wireless	Any number/All numbers	NA	We are still not offering connectivity with “Internet Calling Cards, SCOM, ARMY Exchange, TELECARD Wireless.

Important Points

o Mentioning ‘LNO’ in complaint notes is mandatory where issue is reported between 12am to 7 am

o IVR connectivity related issues(except 230) will be catered in same head (coverage is mandatory)

o If issue is related to IVR options specifically or incorrect content where no other complaint handling is defined then complaint will be created in the same head irrespective of coverage area

o If prepaid customer is unable to make calls on his FNF and we have identified that the added FNF number has been ported out. We will guide the customer to edit his FNF number then his issue will be resolved

o We need to mention complete details while forwarding network related complaint. If customer is unable to make call on one number only, we need to mention the number along with mentioning “only” .and if issue is for all numbers, we will mention “all” along with the number.

o If SR for Network Complaint Team is in open/in progress state and NCU escalation activity creation is required as per SOP, then we need to drill through that SR # and create new escalation activity so it is automatically associated with it.

o Incase SR is closed however issue is not resolved within 15 days and Escalation Activity for NCU needs to be created then after creation of escalation activity we need to paste the SR number in SR# field to associate the relevant SR.

Same time we also forward Siebel Activity –Priority to Team Lead with brief detailed of complaint.

o Please note that where any NCU related SR is completed & customer complains for the same issue again after 15 days then we will forward fresh SR with required details instead of making escalation activity. Escalation activity against such issues will only be forwarded if the related SR is less than 15 days old.

o Note: Completion time will be checked in SR from “Closed on” Date

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