SWITCH Related Complaints
Caller
Line Identification (CLI)
Caller
Line Identification fives
you the convenience of identifying caller before you answer the call. CLI also
offers you the advantage of tracing the unattended calls at your end.
Complaint: CLI is not showing any
number/Unknown Number displaying when some one call.
Acknowledgement TAT: Immediate for pre and post customers
Resolution:
Type of Activity in E-Front: RESET
CLI – Completer: OMT
TAT: 2 hours
Work code: Basic
VAS (Cli, CW, CF, SMS) Related Complaints
While forwarding Reset CLI complaint, it is mandatory to guide customer to hard restart (by
reinserting battery) handset
If customer still facing same issue we will again make
activity in E-Front through OMT TAB
Call
Waiting and Call Hold Service (CW & CH)
Mobilink’s
call waiting facility enables you to attend two calls simultaneously. You have
to follow just a few simple steps to use this:
1. When customer already on call and
another call blink on his mobile screen.
2. Press Answer
or Call to attend the second incoming call. This
will put the first call on hold.
3. Press Swap
or Call to switch between the two calls.
4. Press Cancel
to end active call.
5. Press Options,
scroll to End All Calls.
Complaint:
CW is not working (When Party C’s call is not showing
on screen)
CH is not working (When Party B failed
to put on hold part A call)
Acknowledgement TAT: Immediate for pre and post customers
Resolution:
Type of Activity in E-Front:
RESET CW/CH – Completer: OMT
TAT: 2 hours
Work code: Basic
VAS (Cli, CW, CF, SMS) Related Complaints
If customer still facing same issue we will again make
activity in eFront through OMT TAB
Call Forwarding (CF)
Call
Forwarding enables you to divert incoming calls to another Mobilink or V-mail.
When you are “busy” “cannot answer your phone” or “out of coverage area”.
Here
are the steps to operate your call Forwarding facility.
1. Select the option Activate to set the “Divert
Setting”
2. You can divert your calls to the “Mail Box” or any other number by selecting “Other Number Option” and enter the number.
3. Select cancel to set the “Divert Setting” off or “Check
Status” to check if the divert is activated or not.
Note: Call
Forwarding Scenarios:
1. Other NDC Ported IN numbers can activate CF on a Mobilink number (Mobilink prefix only)
2. Other NDC Ported IN numbers cannot activate CF on Other NDC Ported
IN numbers
3. Mobilink numbers cannot
activate CF on Other NDC Ported IN numbers
Complaint:
1.
Customer is unable to divert calls
2.
Customer diverts call forwarding but calls are not being diverted.
3.
Calls to customer diverts to some other number.
4.
Incoming calls issue and error message reported as “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.
5.
Customer is unable to cancel forwarding.
6.
Customer cancel forward but still call forwarding active.
Resolution: Acknowledgement TAT: Immediate for
pre and post customers
Type of Activity in
E-Front: RESET CF – Completer: OMT
TAT: 2 hours
Work code:
Basic VAS (Cli, CW, CF, SMS) Related Complaints
o When divert case is
identified through probing we will guide customer about Divert cancellation
code. Along with this we will forward Reset CF activity
We will guide Divert Cancellation
code along with forwarding Reset CF. If two activities are completed in E-front
and customers issue is not resolved then we will forward cellular complaint as
per SOP
o Party A: In case the above two errors are reported on incoming
from a specific number only or error is still reported after CF being reset
then we will be creating SR of Cellular complaint as per PROCESS GUIDELINES
o Party B: If Party B is not dial able from Party A only then we
will forward cellular complaint as per normal Process guidelines (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).
o If party B number is with the customer then we can reset CF
of B party after taking required verification
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