ED Zatoona

● Techincal ( Calls,SMS & VAS)

* Mobile > HLR Details :
- HLR SGSN Number (Attached)
- Sim status (Connected) - SMS Incoming/outgoing Status (Enabled)
- Primary IMSI - SGSN/VLR matched - SGSN Attached (Attached)

* Mobile > SIM Details :

- Card status (Active) - Card number match with customer
- IMSI No. match with primary IMSI on HLR details
- Define FNR.
- PIN 1&2 PUK 1&2

* Moblile > IN Details :

- SO Bits: must be the current plan for line. - Offers ID: all customer
activity.
Package SOBITS
Yearly Plan 9
& New postpaid
Smart Plan 29
Bonanza 8&9
GHQ 2&4
My Plan 10
TOSS 28
New Wasel 30
-Device Block :- (OKM : Lost device)
* 8 Steps Must follow with customer
* Nature : Mobile Theift Type : Mobile Theift
*Must follow answer flow scenario

● ORCHESTRA
- Sub request : For any delay of request.
- Preferred number : first Must check it from CIM> Mobile > Family and
friends OR Mobile > Services > Family and friends.
- Online Portal : Any issue related to Mobile application.
- Profile Sanity : For technical issue like outgoing calls, We should enter
account number and press on refresh VOLTE.
- CRM Reconciliation : to deactivate any package for customer.
- Multi SIM : The same steps as Profile Sanity.

● BAS Self-care
- CRM Support services > CRM Rental Details by account : to check any
service for the account number.
- CRM Support services > CRM Duplicate rental deactivation : To deactivate
any package for customer.
- EBW Action : To cancel the charges for any package.
- Rateplans > IN Benefits tools : To add benefits if it’s missing for package.
- Rateplans > Expire offer : To delete the benefits if it’s expired.
● Calls , SMS , Data & Other services Issue
- For calls (Outgoing) : for postpaid need to make sure that he has
remaining benefits, (Postpaid & Prepaid) and then check HLR Details then
SIM Details and try define FNR Option. If still not solved we follow motive
steps.
For calls (Incoming) : we should try to call the number from our side. If issue
really exist. We check if customer has forwarding calls if not. If its enabled
then customer should disable it by ##002# then we follow motive
troubleshooting.
- SMS (Outgoing & Incoming) : Make sure of the Message center number
set on +971506060000. Need to make sure that customer disable anti spam
option. We try to insert sim in another device to check .We try the define
FNR Step. If still still exist we follow Orchestra & motive troubleshooting.
- UBT *100*Number*amount# : Works only with pre to pre & Post to pre
Line should be active. Service enable after the activation date by 30 days.
Postpaid by 90 days.
Also check Mobile > Offers ID if UBT is blocked or not. Also need to make
sure that customer doesn’t subscribe to any offer as it will block UBT
service for him.
- No Data issue : Check if customer has remaining benefits from Mobile >
Allocated resources . Also make sure to check of the following : customer
enable data, enable flight mode then disable it again. make sure of the APN
of SIM. HLR Details are set properly. Try to insert SIM in another device.
Also check from device care that customer doesn’t has data limit and
should insert data package from sim settings with the right APN.

• View complaints via ACD :

- Send Email / SMS : to send sms to customer that issue resolved.
- Update remarks : to update the complain by adding remakrs.
- Resolve : after solving the complain.
 - Re-assign : to assing the complain by selecting (Outside work flow)
And then select between the two departments depends on the case
(Operation - ITO Business Application support)

• For assigned cases to IT :

- Benefits not added
- Pending request (delay)
- Mobile application
- Technical issues.
• For assigned cases to operation :
- Calls (outgoing or incoming)
- SOBITS
- Offer ID
- VAS
- UBT
We have actions for the mentioned cases but we assign it to the menionted
departments in case we got some error while processing it.
  Waiver Policy:-

- System issue (SI).

- Staff Mistake (SM).
- Customer dispute.

 System issue :
- Rental of de-active service.
- Wrong SOBITS.
- Other cases related to system.
(Important note) : While solving any case system issue I need to take SS first
of the error.
 Staff Mistake :
- Wrong Info.
- Wrong action.

* Conditions for refund :-

- Line should be active.
- No refund in past 6 months.
- No usage.

 Scenarios not eligible for customer to refund :

- Out of bundle dispute.
- Weyak & 3rd Party.
- ICP
- Remaining amount of bill clearance.
- Save offers & Retention levers as long as it doesn’t Impact on
customer bills.
- Cst complains about Exit Charges.
- Reconnection fees.
- Other cases (Check OKM PR742)
Important notes:

- Refund Adjust on system appears on system with 1 Hour and it divides to

(Immediate) : On sport
(One off) : With the next bill.

 Customer Dispute scenarios :

- Deceased customer : Will be refunded for rental ad exit charges if
found if he provided us with Valid documents (Death Certificate +
Emirates ID)
- PFC
- Exit Charge for not payment cessation account : customer should
pay all amount and will be refunded on exit charges only.
 - Subscription by mistake : cst should NOT use any usage and
dispute for the service within 24 hrs after subscription.
- Package not working : Refund should be for the non-used days.
- Charges related (TOS ): Refund only if there no contract, Any add
ons not related to the contract can be refunded.
- Delay in processing : beyond the SLA of request.
- Unable to cease the account due to high queue : Customer that
she/she was unable to get his/her account ceased due to high
queue.
- End of month cancellation : Customer called at the end of the
month to cease the account, however, the new month started
and cancellation spill over into the next month.
o There are 2 requests of cancellation.
 RT1 : Refers that customer asked to cancel, there are 3
conditions to make that request.
1 - Waiting customer feedback and confirm to cancel
2- Staff mistake
3- Call dropped so there's no confirmation from
customer.
 RT2 : It’s a must to open the complaint and read it to
know the feedback if customer wants offer or cancel.

 Handover from Teir 1:

 If customer dispute for staff mistake I should offer to customer If
If I put the call on hold while listening to call.
If customer refused > Then I should make ED Call back request
and inform customer that I’ll call him after listening to staff call
and validate the case. ED Call back should be created with a valid
reason and handled within 24 hrs.
 Extend SLA for ED call back : If I have a valid reason then I should
send mail approve to Rami before SLA ends by 3 hrs to get an
exception and extend SLA.
 Roaming :
 For prepaid : Already active or customer should request for it.
 For postpaid : Customer request for it if service not activated and
it’s for free (Special roaming). I can check if the sevice enabled or
not from Profile > Free > Search by “Roaming OR Special roaming
OR Full roaming”
 Roaming Like Home : The service available only for some
packages (Freedom and Emirati Freedom) and
(Outgoing calls) it consumes from the main package benefits.
If customer choose local/Flexi mins option then normal local
rates will apply for UAE and the visited country only after
consuming all remaining benefits. Any other destination will be
charged as (PAYG)
(Incoming calls) Customer will have 500 mins free. After it he/she
will be charged as normal rates (PAYG)

 For special approve request

 It’s a mail should be sent to tl then forward to Ramy then forward to

Hida.

 CRS ID : ID of complaint.
 Account ID : ID for the refunded account
 Complaint creation date : date & time.
 Complaint Nature
 Complaint type
 Complaint description : Copy paste from UCMS description
 Any refund in last 6 months: Yes/no
 Customer segment : from CIM > customer information.
 Customer Nationality
 Last 3 months Average invoice : ARPU Value from Profile > Exit
charge Details .
 Account Status : Status of the issued account.
  SR Advisor Recommendation :
o Customer’s Nationality
o Customer’s segment
o Customer’s Tenurty : account activation date.
o Average last 3 payments
o How many postpaid accounts under customer’s Party ID
o Did customer got a CD refund in the last 6 month and if yes
then I should mention the reason.
o Customer’s issue : VOC about the complaint that he want
be refunded about.
o What is the output of our investigation : It should be the
complaint’s feedback of the advisor after checking it.
o What is customer’s claim that can be Briefed to the higher
management : Customer request.
o Dose customer have a contract : Yes/No
o Is there any usage : Yes/No
o Voice of customer : VOC about the complaint.
 Customer issue Resolved : Yes/No
 Detailed Calculation to arrive at proposed Refund amount :
The total amount that should be refunded.
 Condition : System issue OR Customer dispute OR Staff mistake
depends on the case.
 Adjustment Type : Immediate / One off
 Usage refund : (If it’s usage refund type Yes if it’s not type No)
 Adjustment Code: Depends on service.
 Adjustment Creator user ID: The advisor ID.. Ex: saabdellatif.
 Refund Amount Requested: (Total amount if it’s immediate it
will be with vat and if it’s one off it will be without vat )

 Robotics

 Some steps must follow before send the sheet to robotics.

 Creator site / team : EGS

 CRS ID : ID of case.
 Account ID : acc ID of the issued account.
 SR Advisor recommendation : It should be the complaint’s
feedback of the advisor after checking it.
 Customer issue’s resolved : Yes/No
 Issue Category : Issue name depends on the case, For Ex :
Incorrect Rental charges.
 Detailed calculation to arrive at proposed refund amount :
o From month > to month : Duration of case issued.
o Condition: System mistake / customer dispute / Staff
mistake.
o Charge code : Depends on the case code for example :
Rental cases’ code : 45
o Adjustment type : Credit
o Adjust transaction type : Immediate / One off depends on
the case.
o Rate plan ID : The issued plan that customer complain
about.
o Amount : the refund amount.

 CoDE tool

 For approved cases from robotics Tap on “collection” then

“Adjustment” then “Adjustment approval”

 For manual refund cases Tap on “collection” then

“Adjustment” then “Create adjustment” then “Create”
 o Reason code : ADJ_”condition case” for ex :
ADJ_”STAFFF_ERROR”
o To add remarks on the manual refund cases we should use
Generator option from page (Waver policy) OKM.
 Adjustment Charge Codes

 Codes that must included when we send a refund approval.

 (OKM PR205) download attached file (Charge code Set A)
 For SPOC Cases:-
 Deny Ownership :-

 Customer dispute and denying the ownership of number under

his name.
 Mandatory to get the sub-request of activation date or number
porting from Interaction > Account > Orders
 I need to check the documents via “EDMS” by the sub-request.
 I need to compare the customer’s signature on the contract with
the signature on his/her Emirates ID, If it’s the same then we
should assign a complain to fraud team. If it’s not the same then I
should assign an CSSD Request to store.

 Fixed LTE :-

 Customer dispute for the exit charge when he cancel his/her

account.
 We need to check if the device is recovered or not.
 If it’s recovered then we should refund the customer with exist
charge amount.
 If it’s nor recovered then I should send mail to TSE to recover the
device and then refund the customer.
o To check if the device is recovered or not, We need to
check Interactions > Account > Seven tos Sub-request >
Scroll down and press on WFM details > Press on Work
order number (The hyperlink)
o After pressing on the number link, We should scroll down
and check remarks for Tech. team if the device is recovered
or not. Whether the device is recovered or not we should
follow the normal scenario.
 Payment Not reflected/Completed:-

 SLA (Postpaid 12h – Prepaid 2h) : I need to check SLA first to

validate if there’s a problem or not.
 Payment method : (Cash ,Smart, Or any other method)
o Cash : We need to ask customer about the store’s name &
location and also ask cst to send the receipt to us through
documents@etisalat.ae , And then we forward the receipt
to MR.Fakeer and supposed to have a reply within 24hrs. If
there’s no reply we should make a complain and assign it
to Cash management team.

o Machine (EPM) : there are two types “ Etisalat machine” &

“Third party machine”. If he paid by Third party machine
then we should open Ezzepay tool
If cst paid by Etisalat machine, We should ask customer to
send us machine number and date&time for payment,
after it I we send this information to ED TL to provide us
with cash_log, then the case should be forwarded to
MR.Fakeer with the cash_log to get a confirmation if cst
paid the amount successfully or not.

o Credit Card (Quick Pay-Smart machine-Etisalat APP) : Need

to check the payment by IPG tool. We search with
date&time and first 6 digits from credit card and last 4
digits, We set Instrument type on Credit card.

o If found a transaction on system with status “Failed” and

On IPG tool status “Success” then we should check all
numbers under party ID, if still not found the amount then
we send to MR.Fakeer with the case details.
  Wrong Payment to another party ID:-

 To prepaid number : We can transfer the amount or the

remaining of it to the correct number by Special approval.
 To postpaid number : We can transfer the full amount to the
correct number by special approve.
 When transfer the amount via CoDE app we select Collection >
Adjustment > Create > Add .. to get 2 rows, We should fill the
first row with wrong number and adj trans. Type should be
(Debit) and fill the second row with correct number and adj
trans. Type (Credit)… Important NOTE : This scenario
Applicable only for transferring amount between Post > pre OR
Pre > Post OR Pre > Pre.
*Balance transfer from postpaid 47 , and from prepaid “ET”

 Important note : debit card not working on Etisalat application.

Ex for payment : If customer try to purchase a device using debit card, he/she
might get error and usually amount should be reserved to bank. But If
amount already captured we should send to IT department to provide us
with Order ID if exist and then assign the case to cash management to
reverse amount to bank.
 Smiles:-

 Numbers under 2 diff party can’t be in one membership.

 We can handle these cases as ED agent.
o Link : account Number must be under same party, ATG
number must be exist so we can link the number. If not
exist we should ask customer if he has Etisalat app. If
customer has Etisalat app and still ATG number missing
we assign the case to loyalty team, we link the numbers
from smiles app > Enroll and fill the star boxes.

o Merge : We merge two membership into one

membership, smile app > member profile > merge
member and then we type the membership ID for the
wanted acc number to merge then click on search.
 o Recovery : ceased points recovery, We can recover
points for ceased membership but must be not
exceeded 6 months. We can do it from Smiles APP >
ceased points recovery.

 We can view membership details from Smiles App > Member

profile.

 We can view membership and also if we have many numbers under

one membership we can choose the primary number as per below pic.
 EIM Service:-

• EIM email

 The only fixed technical case we accept as a handover from 101 .

 It has two domains . 5 gb storage,
 has sms international and local and he can more than email within
same sms
 1000 english words max, 500 arabic words max.
 charges of it:
o local sms : 19 fils/50 sms. International sms: 0.63 fils /50 sms
o local mms 0.47/50 mms international 1.89/50 mms
 It’s no eligible for Ultra new customers.
 if customer complains when he upgrade his package that he can’t use
email , first I will check his package if he is eligible for it or not From
Profile > Free > Elife-Email” option should be exist.
 internet username= email username
 to change the username of the email we go to q-orders, and it costs
50 AED excluding, Except if he done migration or his acc was ceased
and want it to his new account it will be FREE.
o to do this action we have to create complain to IT to release
the username of the ceased account to the owner’s new
account then it will be available
 changing password for FREE, SLA 2 hours

 Unable to send or receive emails scenario:

 ask customer to enter the website then remove all the roles in email
and any address that is listed.
 check that mailbox storage is not full
 dcss and check configuration
 clear mail filters and remove black and white lists

 Case escalated to INOC scenarios :

o Login issue.
o Storage
o Backup data
o Unable to send/receive.

 Case escalated to IT scenario:-

o Release email username from ceased acc to active acc.

 Unable to login.
 Need to make sure that email is active. Email might be inactive if cst
not using it for 3 months. We can reactivate the email again through
http://www.EIM.ae. OR WWW2.EIM.ae
 IPTV Issues:-

 Common issues:-
o Channels not working : Need to check if the package
supports it or not. Need to additional check from DTV
tool by typing the channel’s code and tap on search then
Show packages.

 Channel code :
 Show package:

 Also we need to follow motive fixed if issue still exist

 If customer has 3 STBs box and channel not working due to
package is non-shared
o we should offer to customer to transfer package
subscription to the STB he want. Follow Steps on DCCS
below.
 o Supplementary subscription which means customer can
add the non-shared packages to additional STBs, It costs
50.40 AED.
o One package can be shared to max 4 STBs.

 If customer has an additional STB and wants to use it we need

to check if serial number is exist on active account or not By
BAS-self case > Wired product inquiry > STB Verification as per
pic below.
o If stb status active then it’s not going to work.
o If stb status ceased then it will work normally and we
should request a chargeable visit though Moomalatii.
  If customer ask for additional STB whether it’s regular or
recorder we should proceed the request by Moomalatii > Edit
account > TV Box – Additional (Max Quantity). Also we should
remark on Technician Visit.

 If customer has already STB and its SN is not active then we

should proceed the same request but we choose Elife TV –
(Additional – Own) Monthly and it will be also with chargeable
visit 150 AED excluding VAT.

 E-life ON:-

 Login issue : If customer has issue with login we try to advise

him to try password 1111 or 1111@elife if it still not working
then we should send mail Users-DTV services.
 Customer can choose video packs like starzplay by STB or eLife
ON. We can view the steps by Device care as per pic below.
 There are only 3 Video packs (Basic, Platinum and StarzPlay)

 DTV department:-
o eLife ON login issue (If not solved after our troubleshooting)
 o unable to share package between STBs
o can’t watch channels.

 Bein CONNECT :-

 Can’t register : we need to check if bein full package is

available on Profile > chargeable
o Also from Profile > Free > Bein connect , If it’s not exist
we should add it through Mooamaltii > Edit account and
will be for free.
o From orchestra > Online portal > Bein support we need
to check if status Is active or not, If it’s active and still
can’t login or register we delete the profile and
customer should create new profile again.
 Amazon Prime :-

 Need to check if package support it or not.

 Also check it from profile > Chargeable.
 To create a membership
o Customer should login full access on Etisalat application
o We press my Plan benefits then set up now
o It will transferred automatically to amazon page.
o We insert username and password and email not exist in
membership in order to receive OTP.
 To delete membership
o Customer should login full access on Etisalat application
o We press on my plan benefits.
o We click on amazon logo then deactivate.

 Complaint against technician :-

1. Complaint against tech related to behavior

 Apologize to customer
 Send sms apology
 Spoc mail to TSC_AS

2. Complaint against tech related to attitude

 Call cst and validate the details.
 Apology to customer
 If cst not satisfy, assign the complain to quality inspector
 Also sent mail to TL, and after feedback We should call cst to
inform him/her with feedback.