Voice Mail, Always On, Mca 226o31

Voice Based Services

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Module Objectives By the end of this Module you will be able to: • List Airtel’s voice based services.

• Describe the benefits that a subscriber would derive out of voice-based services. • Answer customer queries relating to voice – based services.

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Airtel Voice Based Services Airtel offers voice-based services that can be of use to the people mentioned in the cases. These services are: •

Voice Mail Services: Sunil can activate this service on his Airtel connection such that people calling him can leave voice messages for him and he can call them back.

• Always On: Its an advanced version of Voice mail services which Nikhil can use by dialing 567XX. • Missed Call Alert Message: Anisha will now get the alerts with the details of the caller whom she just missed by activating 678

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Voice Mail Services •

It is like an answering machine service provided by Airtel for its subscribers (whether prepaid or postpaid).

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It receives calls when the subscriber’s mobile is: 1. Busy. 2. Not reachable / switched off. 3. If not answered.

9890001564 …Number Busy

Menu Select

4. All calls can also be diverted.

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Voice Mail Services • The voice mail then: o Informs the subscriber about the calls through SMS. o Stores voice messages that the callers leave. • If a message if left, the subscriber can access it and listen to it, using his mobile or any touch-tone phone.

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Voice Mail Voice mail for subscribers is available in two forms:  Voice Mail: For conditional call diverts. A request to get Voice mail activated needs to be placed with Airtel Customer Care.  Always On: For times when the subscriber’s phone is unreachable, switched off or out of coverage area (incomplete call). Need to be activated

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Benefits VMS provides the subscribers with an option to: • Get all voice messages into a mailbox.

• Maintain a distribution list to record a message and send simultaneously rather than individually. • Check messages from anywhere in home network, India or abroad using a mobile or a landline.

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Steps to Use Voice Mail • • • • • • • • •

Activation Diverting Calls Leaving a Message Knowing that a message has been left Retrieving the Message Message Storage Advanced features Application and Activation Charges

Call Divert Divert All Calls

Menu

Select

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Diverting Calls to Voice Mail Inbox (Contd…) Select Menu Options Menu options – Call divert

Call divert – Options Options – Divert all calls Enter divert number in Voicemail Box no. as +91555

Call divert is activated 10

Diverting Calls to Voice Mail Inbox (Contd…) Call Diverts can be conditional or unconditional.

Conditional call divert: Conditional call divert is used when the called number is: • Busy. • Not reachable. • Switched off. • Not replying. Unconditional call divert: Unconditional call divert is used when the calls need to be diverted to the voicemail, irrespective of the conditions. 11

Diverting Calls to Voice Mail Inbox (Contd…) Phone Status

Dial

For Activation

For Deactivation

Busy

**67*555#

##67#

No reply

**61* 555 #

##61#

Switched off/Not reachable

**62* 555 #

##62#

Dial – Press OK/YES on the handset after dialling the code. The calls are now diverted to the voice mail inbox.

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Canceling Diverts To cancel all diverts – dial ##002#. This can also be used to cancel all diverts on the voice mail facility also.

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Leaving a Voice Mail Dial the mobile number You will hear a recorded message* Leave a message for the subscriber

* =>Post-paid subscribers have the option to record a message in their own voice. However, this facility is available for prepaid subscribers only on demand. 14

Voice Mail Service (+91555) --- How to Use? Go to “Call Divert” option in the handset”

Select the “Activate” option

Select from one of the situations When busy When not answering When not reachable / switched off Divert all calls

Select the “Voice Mail Box” option

3 options will be displayed: Activate Cancel Status

The message will appear “Active Voice Calls” i.e. calls are now diverted

There is no need to enter any number as the divert number +91555 is pre configured on the SIM card and saved in the “Messages” option under the suboption of “voice mail centre” number. 15

Voice Mail Service (+91555) --- How to Use?

Following short codes can also be directly used on handset Condition

Divert when busy

Divert when no reply

Divert when switched off / unreachable

Activity

Short Code

Activate

* *67* 555# and press OK/ YES

Cancel divert

# # 67 # and press OK/ YES

Activate

** 61* 555 # and press OK/ YES

Cancel divert

# # 61 # and press OK/ YES

Activate

**62* 555 # and press OK/ YES

Cancel divert

# # 62 # and press OK/ YES

To cancel all divertsCancel divert

# # 002 # and press OK/ YES

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Message Receipt – Indicators Caller leaves a message in the subscriber’s Voice Mail Inbox While the subscriber is in Airtel service area, he will receive a SMS saying that the has received a voice mail A message indicator flashes on the cellular phone to inform the subscriber about the message

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Message Storage A voice mailbox can save up to 20 messages. • 20 voice messages of 5 minutes each. Heard or unheard messages stay in the inbox for: • 5 days – if they remain Heard or unheard . • 5 days – if the subscriber saves the messages.

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Message Retrieval for Voice Mail Make flowchart for overview of steps. 1. Put your phone on touch-tone mode. Then dial, From

Dial

Airtel Mobile handset

9890098000 or 555

Other Mobile

9890098000 or 556

Fixed line in home network

9890098000+Subscriber mobile number + + #

Any Domestic destination outside home network

09890098000+Subscriber mobile number + + #

Any International location

00919890098000+Subscriber mobile number + + # 19

Voice Mail Service (+91555) --- Retrieval of message When dialling from a landline or common access number (556 or 9890098000), you will hear a welcome greeting and you need to proceed as follows: Press 1 to Send a Voice Message Press 2 to retrieve your own voice messages When you click on retrieve own message option, it prompts you to enter your mobile number, then followed by # button There’s no default set while dialling from own mobile. However, while retrieving from another Airtel mobile landline a default option of 0000# for Mumbai is set

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Voice Mail Service --- Charges for retrieving message Retrieval when in Home network From mobile: o/g M2M local airtime (No discounts apply) From Landline: Only landline charges applicable

Retrieval from Roaming network As per M2M STD charges applicable while roaming (If retrieving from own mobile)

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Voice Mail Service --- IVR Flow When dialled 555 the various options displayed are: To listen Press 1 Send Press 2 Modify Press 3

Help Press 8 General introduction Press 88 To interrupt the instruction Press any key To Pause Press 7 22

Voice Mail Service --- IVR Flow --- Option 1 (To listen) Gives details of message with the number from which message received followed by the time when deposited.

After listening to message, following options are given To Backup Press 1 (Repeats the voice message) To Reply Press 2 (Can send voice messages to Airtel mobile) To Transfer Press 3 (Received voice message can be transferred to another Airtel mobile) To Keep Press 4 (Can save the voice message) To Delete Press 5(Can delete the voice message) For next message Press 6 (Can listen to the next message) 23

Voice Mail Service --- IVR Flow --- Option 2 (To Send) The IVR prompts to enter the mobile number (Number should be prefixed by ‘0’)

Record the message after the beep and press the # or just hang up If the receivers VMS is active then,

The receiver will gets an sms stating the following: (You have one new message in voice mailbox. Please dial 555 to listen) If the receivers VMS is not active then, The receiver gets a call on the cell phone followed by the Welcome greeting; number from where message received and then the receiver hears the voice message. 24

Voice Mail Service --- IVR Flow --- Option 3 (To Modify) Within this option, there are 2 further sub-options: Option 1 Listening to outgoing message (if recorded earlier) and to personalise message Option 4 To change the

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Voice Mail Service --- IVR Flow --- Option 3 (To Modify) To personalise the voicemail: Dial VMS number 555

Press 3 to Modify

You will be prompted “Outgoing” press 1

You will be asked to record your o/g message and press # after the msg. is recorded. It replays the recorded message

After this you will get the following Options: To record a new message Press 1. To keep the welcome message, which you have recorded Press 2 To delete Press 3 26

Voice Mail Service --- Voice Messaging Leaving a Message for someone in his or her voice mailbox without dialling the concerned number is called Voice Messaging Dial 555 from mobile phone and gets an option Press 2 to Send

IVR will prompt to Enter destination no <0 Mobile no.>#

IVR repeats the number for confirmation and prompts to record the message after the beep followed by #

Once the message is recorded IVR gives an option for sending the message on desired date and time

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Voice Mail Service --- Voice Messaging It allows enhancing message-addressing Options such as (urgent, confidential, normal) & also the same can be done at specified time and date. If the receivers VMS is activated The receiver would get an sms mentioning the voice mailbox number to retrieve.

If the receivers VMS is not activated The receiver would get a call on the handset at the specified date and time. The voice message would greet the receiver and give the mobile no from which message is being sent. This voice message is repeated twice.

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Voice Mail Service (+91555) To apply Mention it on the SEF at the time of booking

Visit the Airtel Relationship Centre (ARC) and give a request Call up customer care and give a verbal request Charges No Deposit

No Activation Charges No Monthly Rental 29

Always On / Reach Me / Missed Call Alert (+91567)

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Always On / Reach Me / Missed Call Alert (+91567) Concept: The Always On facility provides dynamic voice mailbox creation when a subscriber receives a call, which has not matured Always On has the ability to alert the subscriber for missed calls through SMS in case the caller has not recorded the message

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Always On (+91567) --- How to apply? Mention it on the SEF at the time of booking Visit the Airtel Relationship Centre (ARC) and give a request Call up customer care and give a verbal request

Always On (+91567) --- How to apply? No Deposit

No Activation Charges No Monthly Rental 32

Always On (+91567) --- How to divert calls? Go to “Call Divert” option in the handset”

Select from one of the situations i.e. When busy When not answering When not reachable / switched off Divert all calls

3 options will be displayed: Activate Cancel Status

Select the “Activate” option

Select the “Other Number” option

Enter +91567 in the blank box that appears on the handset screen

The message will appear “Active Voice Calls” i.e. calls are now diverted

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Always On (+91567) --- Features Features

Always On

1] Deposit

Nil

2] Rental

Nil

3] Deposition of message

Free

4] Capacity

15 messages @ 40 second each

5] SMS Alert

Consolidated SMS of all messages / missed calls is sent every 1 hour

6] Message saved duration Heard: 24 hours Unheard: 48 hours 34

Always On (+91567) --- Features Features

Always On

7] Deletion of messages

Automatic deletion. Example: If 15 messages are already deposited and then the 16th message is deposited, it will automatically overwrite the 1st message.

8] Welcome message personalisation

Cannot be personalised

9] Charges for retrieval when in Home network / Roaming network

A] From own mobile: Rs. 1.50 – 24 hrs (No discounts apply) / Outgoing M2M STD roaming charges B] From other Airtel mobile / Landline: Cannot retrieve

10] Network Functionality Only Home Network 35

Always On (+91567) --- Retrieving Voice Message From Home network

Dial 567 from your cellular phone to retrieve all messages else you could dial 567<message code> to access that particular message. Messages can only be retrieved from the customer ‘s mobile phone and not Landline or any other mobile phone. Customer will dial multimode number Eg 56701. You go straight to the deposited voice message.

Multi-modal nos. mentioned in the SMS alert will be 56701 to 56715. The 16th message overwrites the 1st message. 36

Always On (+91567) --- Retrieving Voice Message From Roaming network

Customer will be able to retrieve messages received in the home network while roaming also, as the alert would provide you a ten-digit number for dialling in. Eg you are at Mumbai Airport and switch off the phone. A caller leaves a message for you. The SMS alert will indicate a 10-digit number i.e. 9890011567- (which you can dial in to retrieve your message) . Please note that you cannot divert calls /access calls to 567 while roaming .

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Message Retrieval – Always On • For Always On – Dial 567XX to retrieve message. • “XX” can range from 00 to 99, this helps to reach the message directly.

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In Brief: Comparison between Two Services Features 1] Deposit 2] Rental 3] Deposition of message 4] Capacity

Voice Mail

Nil Nil Free 20 messages @ 5 minute each 5] SMS Alert Instant i.e. moment the message is deposited 6] Message saved duration Heard: 5 days Unheard: 5 days 7] Deletion of messages Manual deletion. Example: If 20 messages are already deposited, the 21st message cannot be deposited. The customer has to dial 555 and delete the messages.

Always On Nil Nil Free 15 messages @ 40 second each Consolidated SMS of all messages sent every 1 hour Heard: 24 hours Unheard: 48 hours Automatic deletion. Example: If 15 messages are already deposited and then the 16th message is deposited, it will automatically overwrite the 1st message.

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In Brief: Comparison between Two Services Features

Voice Mail

8] Welcome message Can be personalised personalisation 9] Charges for retrieval A] From mobile: o/g when in Home network / M2M local airtime (No Roaming network discounts apply) / Outgoing M2M STD roaming charges B] From Landline: Only landline charges applicable 10] Network Home network and Functionality Roaming network

Always On Cannot be personalised A] From mobile: Rs. 1.50 – 24 hrs (No discounts apply) / Outgoing M2M STD roaming charges B] From Landline: Cannot retrieve Only Home Network

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For Activation of Voicemail Provision VMS (Bill Plan Package). If activating VMS, missed call alert has to be deactivated, both always on and VMS can’t be activated simultaneously. Activate Call forward, if not already active. Inform customer no VMS rentals payable however charges for retrieval of VMS is M2M o/g airtime & as per bill plan (NOTE: No Discounts applicable)

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For Activation of Always On Is provisioned by default. Both always on and VMS can’t be active simultaneously so deactivate VMS if active. Inform customer to activate same from handset by going to call divert menu, divert to +91567. Inform customer that the Retrieval rate is Re.1.50/60 secs. (NOTE: No Discounts applicable)

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Missed Call Alert Message 675 You no longer have to worry about missing your calls!

1) If your phone was busy, you will receive an sms notification with the mobile no. Of the person who tried to call, the number of times he/she called and the last call time. 2) If your phone was switched off or out of coverage area, you will receive similar missed call alert as soon as you switch your phone on or come back into coverage area.

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Missed Call Alert Message 675 What's more!!!! You have an option to subscribe to A-party alerts! What are A-Party Alerts? With A-party alerts, suppose you receive a call when your phone is switched off/out of coverage area, when you are back on to coverage or your phone is switched on again, two things happen: 1) You receive the usual SMS Missed Call notification (as mentioned earlier). 2) All Mobile s who tried to call you would receive an SMS notification informing them that that you are now available and can be ed! 45

Missed Call Alert Message 675 Note: • 1) A-Party alerts are not sent in busy condition. They are sent only in switched off/not reachable condition. • 2) To get A-Party Alerts, the subscriber must be activated on Missed Call Alert in the first place. That is, he cannot get stand-alone A-Party alert facility. Charge? • Just Rs.15/month rental charged in advance and prorated. No extra charge for A-Party Alerts or for the SMS notifications. 46

Missed Call Alert Message 675 How do you subscribe? Missed Call alert: Send sms: MCA active to 511 Between "MCA" & "Active" there has to be a space,

A-Party alert: APARTY active to 511 Between "APARTY" & "ACTIVE" there has to be a space.

How do you Unsubscribe? Missed Call alert: Send sms: MCA cancel to 511 Between "MCA" & “cancel" there has to be a space,

A-Party alert: APARTY cancel to 511 Between "APARTY" & “cancel" there has to be a space.

SMS to 511 is TOLL Free

TAT: 24 hours for activation or deactivation 47

Missed Call Alert Message 675 Note: This facility is currently available only to our postpaid subscribers

If the customer calls and says that his Missed Call Alert facility is not activated, the CSR needs to tell him to manually divert his calls to the number 675 by going to the call divert option in his handset.

The number for diverting calls to missed call alert is 675 and NOT +91675. 48