updated training presentation
TRANSCRIPT
Customer Care New Induction Training Module
Presented by: Wateen Customer Care
About Us.
Abu Dhabi Group In Pakistan
Abu Dhabi Group
Oil & Gas Exploration
PARCO
Banking & Fin. Services
Bank Alfalah
United Bank
Health
Al- Razi
Telecom
Warid Telecom
Internet Service
Wateen Telecom
What Is Wateen?
Wateen Telecom is the Abu Dhabi Group's
venture in Pakistan.
Wateen Telecom is a converged communication
services provider that fulfills connectivity
requirements for organizations and individuals in
Pakistan.
Wateen Telecom delivers complete solutions for
Internet, Voice, Multimedia and Enterprise Solutions
that make it the most comprehensive provider for all
of Pakistan’s communication necessities.
An Abu Dhabi Group venture, Wateen’s vision is to
take Pakistan into the digital revolution of the 21st
Century and to make Pakistan a regional
communications hub, connecting the East with the
West and Central Asia with the Middle East.
Offerings
Wateen
Consumer
WiMAX
HFC
GPON
CVC Card
Wi-Fi HotSpo
t
Multimedia
Corporate
VSAT
LDI
V3
Fiber
Market Competitors
Technology Overview
Wateen
Consumer
WiMAX
HFC
GPON
CVC Card
Wi-Fi HotSpo
t
Multimedia
Corporate
VSAT
LDI
V3
Fiber
WIMAX
WiMax (Worldwide Interoperability for Microwave Access) is a telecommunication
technology that provides wireless access over long distances.
Features
Provides a wireless alternative to fixed wired services. Local loop telephony, cable &
DSL broadband.
IP based converged product offering.
Internet
Voice
Data/VPN
Multimedia & VAS
WiMAX Coverage WiMAX
Commercial
Lahore
Karachi
Islamabad
Rawalpindi
USF
Sargodha
Narowal
Gujrat
Sialkot
Narowal
Mandi Bahaud
din
Hafizabad
Abotabad
USF Cities Migrated to PTCL
1. Sahiwal 2. Okara 3. Pakpattan 4. Sheikhupura
HFC
HFC (Hybrid Fiber Coaxial) is a telecommunication technology that provides wired and wireless access of internet , cable and voice.
Over ViewData travels as optical signal through fiber and converted into electrical signal by ONU( Optical Network Unit).Batteries are attached with ONU to provide power supply.
Offerings
Internet Voice Cable TV
HFC Coverage
HFC
Eden Avenue & Extension
DHA Lahore
(Phase 1-5Rehman Garden
Divine Homes Fort Villas Eden
Cottages
Army Housing Scheme
Important Points
HFC services are not available in K &
L Block
For HFC Service Wateen processes
the HFC Business Center which is
located in DHA Phase v
WiMAX customers are not
entertained from HFC Business
center
Wateen Chowk
Wateen
HFC BC
21-C, Commercial Area, J Block, Phase 5, DHA, Lahore
GPON
GPON (Gigabit Passive Optical Network) is a point-to-
multipoint access mechanism. Its main characteristic is
the use of passive splitters in the fibre distribution
network, enabling one single feeding fibre from the
provider's central office to serve multiple homes and
businesses. GPON has a downstream capacity of 2.488
Gbps and an upstream capacity of 1.244 Gbps that is
shared among users. Encryption is used to keep each
user's data secure and private from other users.
GPON ADVANTAGES
Passive network that diminishes the dependency of electricityCaters to high bandwidth requirements and needsA variety of services can be offered through this platformEnhanced user experience
GPON
Lahore Karachi Multan
GPON Technology Overview
Customer Lifecycle
13
Product Launch Identify
Potential areas
Site Survey Done
NOC Obtained
Cabinet Deployed
Sale Acquisitio
nInstallatio
n & Service
Activation
Service Experienc
e Feedback
Billing & Collection
After Sales
Support
Upselling / Cross Selling
Loyalty & Retention
Customer
Customer Touch Points
Sales & Support Teams
Contact Centre
Business Center
Sale & Retention
Billing &
Collection
Doorstep
Facilitation
Upsell & Retain
Information &
Prompts
On call Facilitation
Sale & Retention
Billing &
Collection
Doorstep
Facilitation
Wateen Wi-Fi Hot Spot
Wateen Wi-Fi Hot Spot Coverage
Lahore Karachi Islamabad
Wateen Wcard (CVC)
Ava i lab le a t a l l
f ranch ises
and genera l s to res
fo r :
Rs. 50
Rs. 100
250
Rs. 500
Rs. 1,000
Rs. 1,500
Rs. 2,000
Important Points
CVC Featured
Used to recharge
Prepaid Wateen
Account
Can be utilized as
calling card on
PTCL,Wateen &
Warid
Wateen Multimedia
Coverage
Lahore
Karachi
Rawalpindi &
Islamabad
Subscriber : 675,000
Important Points:
Wateen Multimedia Network is PEMRA Registered & run by local loop
& Cable Operators
Particular Service is offered on Analogue system.
high quality TV dipped in More than 99 exciting channels
ranging from local to international satellites, catering complete
household viewing.
Wateen Devices
Devices
Indoor Outdoor USBs
WiMAX Devices
Indoor – Buckeye 04 Ethernet 02 Telephone
Ports
Indoor – Wolverine 01 Ethernet 02 Telephone
Ports
Indoor – Blade 01 Ethernet 02 Telephone
Ports
Indoor –ZTE 02 Ethernet
Ports 02 External
Antennas Built in WIFI 02 Telephony
PortsBolt2–WiFi 1 Ethernet
Ports Built in WIFI
Thunder Bolt–WiFi 2 Ethernet
Ports Built in WIFI 2 Telephony
Ports
Wateen WiMAX Indoor CPE
WiMAX USBs
Bolt USBPlug & PlayXP Service Pack 3 Compatible Data Only
ZTE USBPlug & PlayBuilt In installation DriverData Only
USB-Dongle Plug & Play Installation
Driver Required
Data Only
Wateen WiMAX Outdoor CPE
Outdoor – Jupiter 01 Ethernet Power over
Ethernet Require IAD to
connect Telephone
Outdoor-Waive-2 01 Ethernet 01
Telephone Ports
Make sure power cord is connected with the power adapter .
To power up Jupiter , make sure that one end of the junction box is
firmly connected to the Jupiter and the other end of the junction is
connected to AC outlet.
Wateen ‘s HFC CPE
EMTA Ports 01 Ethernet 01 USB 02 Telephone Ports
Cisco Non-Wi-Fi Ports 01 Ethernet 01 USB
CISCO WIFI Ports 04 Ethernet 01 Antenna 02 Telephone Ports
Motorola Ports 01 Ethernet 01 USB
Wateen ‘s GPON CPE
GPON Ports• 03 Fast
Ethernet• 01 Giga bit
Ethernet • 02 Telephone
Ports• 01 CATV
Important Points
Currently FE 1 is enabled for Internet
User can use only one Telephone line which will
be provisioned on Tel 1
IP STB is not being provided
Fax services are not being offered right now
Only one pig tail will be provided at the time of
subscription
Wateen ‘s GPON CPE
Front View Rear View
The following table describes the indicators of the HG865.
Indicators Status Description
CATV ONThe CATV function is
enabled
OFFThe CATV function is
disabled
Tel 1-2 ONThe telephone interface is
in the call status
OFFThe telephone interface is
idle
VOIP ONThe VOIP function is
enabled
OFFThe VOIP function is
disabled
GE/FE 1-3
ONThe device is connected to
the Ethernet
OFFThe device is not
connected to the Ethernet
Blinking
Data is being transmitted through the Ethernet
interface
Power ON The HG865 is powered ONOFF The HG865 is powered OFF
Power LED should be ON
for Proper Working of
CPE
Link and Auth LED should be
on showing
CPE Properly sinked
When PC is
attached with Port, This LED should be ON
VOIP LED on
showing Voice is
Provisioned Properly
Tel LED on
showing Telephone Working
The following table describes the LINK indicators and the AUTH indicators. Post-
Configuration Status Description
LINK AUTHOFF OFF Initial StateOFF ON Ranging StateON ON Operation state
Wateen ‘s GPON CPE
Tariff Billing Cycles &
Recharge Methods
Wateen Billing
Prepaid
Commercial, USF & USF
LC
USF CBC,EBC
Postpaid
WiMAX SME SOHO
HFC
GPON
Tariff Billing Cycles
Tariff Billing Cycles
Post Paid HFC
Post Paid GPON
Tariff Billing Cycles
Wateen have 3 Billing Cycles.
a) 1st to 1st
b) 11th to 11th c) 21st to 21st
Example: The customer is using unlimited package and paying 1667.50 \ month. The customer joined Wateen Services on 9th of current month.If the customer wants to change his billing date then he will be charged prorated. And the billing cycle will change from next month.So (1667.50 % 30 )* 9.
Note: Customer is given 5 days Loan period after the billing date, in which he\she can use the services but the data used will be deducted from next month.
Account Recharge Mechanisms
Account Recharge Methods
Retail Pay
Easy Paisa
Net Pay
Allied Bank Omni Dokan Askari Bank MCB POS Machine Bank Al Habib Nadra Esahulat Center Burj Bank
Phone Pay Easy Paisa Faysal Bank Limited Easy Load Habib Metropoliton
Quick Load JS Bank
ATM Pay
Allied Bank Meezan Bank Askari Bank Standard Chartard Bank Bank Alfalah Soneri Bank
Faysal Bank Summit Bank Habib Metropoliton
Account Information
SMS
Meezan Bank B username/CID --> 2414Soneri Bank from Warid
Summit Nank
Customer Awareness Portals
Wateen
Prepaid
Selfacre.wateenwimax.com
Post Paid
Selfcare.wateen.com
Login.wateen.net
Customer Awareness Portals
Customer Awareness Portals
Salient Features
Customer Usage Details
Customer’s Information
SMS History
Friend & Family
Tariff Change
Complaint Generation
Account Recharge Facility
Bill History (for Postpaid )
Easy Paisa Transaction
Feedback
Packages Details
POTS (Basic Telephony) Packages Tariff (PKR) Green
Line Rent 90 Free Minutes
Off Net ISD (USA, Canada & UK {LL}) 50On Net Local & NWD landline Unlimited**Rates/Charging Rounding Pulse PKROn Net (Wateen-to-Wateen) 30 Sec Free*/0.40Off Net Landline Local 30 Sec 0.4Off Net Landline NWD 30 Sec 0.4Mobile Cellular 15 Sec 0.4
INTERNATIONAL (PKR) USA, Canada, UK (LL) 30 Sec 0.5China 30 Sec 0.6India 30 Sec 2.5UAE 30 Sec 6.99UK (M) 30 Sec 6.99Saudi Arabia 30 Sec 5.99Afghanistan 30 Sec 9.99
Wateen Telephony
Taxation
General Sales Tax 19.50%
Withholding Tax 10.00%
Total 31.45%
Base Package Fair Use PolicyFair Use Minutes 1,000
*Fair Use Policy applies on Free Minutes. Any incremental minutes
will be charged at PKR 0.40 per 30 seconds. (Details provided in
Appendix B)
Any usage over and above the allocated 1,000 minutes will be
charged at PKR 0.40 per 30 seconds
Wateen Telephony International Zone Rate
International Dialing Zones
IDD Zones Rounding Pulse Rate (PKR)
Zone 1 30 sec 0.75Zone 2 30 sec 1.99Zone 3 30 sec 2.99Zone 4 30 sec 3.99Zone 5 30 sec 4.99Zone 6 30 sec 6.99Zone 7 30 sec 9.99Zone 8 30 sec 12.99Zone 9 30 sec 19.99
Zone 10 (Rest Of the World) 30 sec 34.99Wateen Telephony Promotion
UK, USA & Canada Add-On
Add On Monthly Fix (PKR)
Minutes offered
USA (LL+M), Canada (LL+M) & UK (LL only) 300 500
This is a subscription based service and it is an optional Add-on to the existing telephony package, with the base package as a pre-requisite for subscription
Friends and Family package
Wateen offers a “Friends and Family” (F&F) package as an optional ‘Add On’ to the existing
telephony packages. Any Wateen class V user is allowed to make unlimited* calls to any one
number in the US, Canada or UK in a given month for PKR 750 (plus tax). A maximum of 3
subscriptions are allowed per user. Detail of this Add-On is provided in table 2-4 below:
Friends and Family Add-On
Countries Free MinutesUSA (LL+M), Canada (LL+M) &
UK (LL only) Unlimited*
Charges PKR
Monthly Subscription 750
Change/Modification 99
*Fair Use Policy applies on Free Minutes. Any incremental minutes will be charged as per the subscribed tariff.
Friends & Family Fair Use PolicyDaily Minutes 240
Monthly Minutes 1,650
A maximum of 240 minutes per day and 1,650
minutes in a month per Add-on (whichever comes
first).
Usage over 'fair-usage limit' to be charged as
per subscribed tariff.
WiMAX Commercial Packages
Commercial Packages With Non Wi-Fi Device
Tariffs Monthly Charges with Voice
Monthly Charges Without Voice
1 Mbps 10 GB Rs.1168/- Rs.1049/-1 Mbps
Unlimited Rs.1667/- Rs.1548/-
1.5 Mbps 12 GB Rs.1567/- Rs.1448/-1.5 Mbps Unlimited Rs.1867/- Rs.1748/-
2 Mbps 20 GB Rs.1767/- Rs.1648/-2 Mbps
Unlimited Rs.3267/- Rs.3148/-
4 Mbps Unlimited Rs.6267/- Rs.6148/-
Subscription Charges Rs.1499/-
Commercial Packages With Wi-Fi Device
TariffsMonthly
Charges with Voice
Monthly Charges Without Voice
1 Mbps 10 GB Rs.1268/- Rs.1149/-1 Mbps
Unlimited Rs.1767/- Rs.1648/-
1.5 Mbps 12 GB Rs.1667/- Rs.1548/-1.5 Mbps Unlimited Rs.1967/- Rs.1848/-
2 Mbps 20 GB Rs.1867/- Rs.1748/-2 Mbps
Unlimited Rs.3367/- Rs.3248/-
4 Mbps Unlimited Rs.6367/- Rs.6248/-
Subscription Charges Rs.1999/-
Student Package Only with GP Bolt USBTariff Monthly Charges
512 Kbps Unlimited Rs.1048/-
Subscription Charges Rs.1499/-Night Unlimited Add On Night Unlimited Add On can be taken with
limited commercial packages. Monthly charges of Night Unlimited Add On
are 1/3 of internet line rent
Night Unlimited Add OnLimited Packages Night Unlimited Add On Charges
1 Mbps 10 GB Rs.300/-1.5 Mbps 12 GB Rs.433/-
2 Mb 20 GB Rs.500/-Night Unlimited Timings 1am to 11am
WiMAX Prepaid Static – Prepaid
Commercial Packages For Prepaid Static IP With Non Wi-Fi Device
TariffsMonthly Charges with
VoiceMonthly Charges
Without Voice
1 Mb Unlimited Rs.1667/- Rs.1548/-
1.5 Mb Unlimited Rs.1867/- Rs.1748/-
2 Mb Unlimited Rs.3267/- Rs.3148/-
4 Mb Unlimited Rs.6267/- Rs.6148/-
Static IP Charges: Rs.2000/- Subscription Charges Rs.1499/-
Static IPsFirst Time Charges
OnlyCustomer End Useable
IPs
4 Pool IP (Prepaid) Rs.2000/- 1
8 Pool IP (Post Paid) Rs.4000/- 5
16 Pool IP (Post Paid) Rs.6000/- 13
32 Pool IP (Post Paid) Rs.8000/- 29
TAT of Provisioning 72 Hours
WiMAX SME SOHO Packages – Postpaid
SME SOHO Packages Shared
Monthly Charges Upfront Charges
128Kbps Unlimited Rs.1900/- Rs.6959/-256 Kbps Unlimited Rs.3300/- Rs.6959/-512 Kbps Unlimited Rs.5300/- Rs.6959/-
1 Mb unlimited Rs.8300/- Rs.6959/-
Static IPsFirst Time Charges
OnlyCustomer End Useable
IPs4 Pool IP Rs.2000/- 18 Pool IP Rs.4000/- 5
16 Pool IP Rs.6000/- 1332 Pool IP Rs.8000/- 29
TAT of Provisioning 72 Hours SME-SOHO package is mainly used for official purposes.
The major advantage of using this package is bypassing authentication.
In prepaid static IP you need to login for authentication after every 24 hours if
your system stays idle which is not very suitable for DVRs.
In SME-SOHO package, DVRs can be configured and work properly without
session breaks. You have an option of VPN creation in this package as well.
USF Packages
Key Changes:
Commercial packages for sales will be available in Abbottabad..Upfront charges in all USF cities except Sargodha, will be Rs.1,000 for Non- Wi-Fi and 1500 for Wi-Fi device.
Region Cities
GTR
GujratSialkot
Mandi BahaudinNarowal
HafizabadFTR Sargodha
CTR
SahiwalOkara
PakpattanSheiukhupura
HTR Abbotabad
USF Special Package
Package NameUSF Special Package
Tariff Plan 1 Mbps - 10 GB
Tariff Name at CRM
1 Mbps - 10GB GTR/CTR USF
Tariff Name at IN
1 Mb-10GB-USF-Special
Charges Amount1 Mbps - 10 GB
PKR 500
1 Mbps Night Unlimited - Add On
PKR 167
Upfront Charges
PKR 0
Service Charges
PKR 50Region Cities
GTR
GujratSialkot
Mandi BahaudinNarowal
HafizabadFTR Sargodha
CTR
SahiwalOkara
PakpattanSheiukhupura
HTR Abbotabad
Important Points:
USF special Package is available for New sale in USF FTR & GTR regions only
Only USB devices (Moto USB, ZTE USB & GP Bolt only) would be provided
against these packages.
Only USB – USB replacements would be catered against USF special
packages.
USF special Package is only for new Sales and not for existing customers.
Customers having USF Special package (1 Mb 10 GB) can also
change their tariff to other available USF tariffs but can’t revert
back to 1 Mb 10 GB USF Special Package.
HFC Packages Bundle Packages - Monthly Line Rents
Crystal UNL1 UNL2 UNL4 UNL6 UNL8Analog TV 90 Channels 90 Channels 90 Channels 90 Channels 90 Channels 90 ChannelsInternet 1 Mbps - 10
GB1 Mbps – UL 2 Mbps – UL 4 Mbps – UL 6 Mbps – UL 8 Mbps - UL
Telephony Green Green Green Green Green GreenSplitters included
1X2 1X2 1X2 1X4 1X4 1X4
Total (Rs.) PKR 1,200 PKR 1,600 PKR 2,000 PKR 2,500 PKR 4,500 PKR 7,250 Single Play Packages - Monthly Line Rents
Internet Speed 1Mbps – UL 2Mbps – UL 4Mbps – UL 6 Mbps – UL 8 Mbps – ULMonthly Line Rent PKR 1,350 PKR 1,599 PKR 2,250 PKR 4,250 PKR 7,000Fair Usage Caps (Bundled/Unbundled) 60GB 100GB 140GB 180GB 200GB
Fair Usage Downgrade Speed 256Kbps 256Kbps 256Kbps 512Kbps 512KbpsVoice GreenMonthly Line Rent PKR 90
Analog TV PKR 450* Splitters to be included by default
Additional TV PKR 150Notes:
* No CPE line rent i.e. PKR 0/-
* Device Upfront/Installation: PKR 1500
* Device Security: PKR 1500
* Credit Limit for Postpaid: PKR 500
* GST+WHT (19.5 % + 10 %) will apply on all packages where voice is
included
*Customers can connect up to 2 TV Sets. Additional TV subscriptions will be
charged at Rs. 150. 1x2 splitter to be included by default
* Single play is available for DHA Phase. 5 only customers.
GPON SOHO Packages (Lahore & Multan)
Static IP ServiceIP Pool Monthly Rent4 Pool PKR 1,4008 Pool PKR 2,750
16 Pool PKR 5,500
No. Tax Details Lahore
1 FED / Sales Tax – Voice 19.50%
2WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 )
10%
3FED / Sales Tax on Telecommunication Services – TV
16%
NOTES:At the time of new connection the following will be deposited as upfront:- First Month Line Rent (inclusive of all relevant Taxes)- Subscription Charges Full Subscription for customers that have not selected
installment plan, OR; One time Subscription for customers that have selected
Installment Plan- First Installment amount (for Installment plan customers only)- Credit limit amount (this will be applicable against usage)
SOHO TRIPLE PLAY TARIFFS – Lahore & Multan
Package Service Offering Monthly Line Rent Monthly Line Rent
Credit Limit (Without TAX) (With TAX)
4Mb Unlimited 2,999 3,091 5008Mb Unlimited 1 Internet 6,499 6,591 500
10Mb Unlimited 1 Voice Line 7,299 7,391 50016Mb Unlimited 1 TV- Analogue 9,499 9,591 50020Mb Unlimited 11,999 12,091 50035Mb Unlimited 17,999 18,091 50050Mb Unlimited 23,999 24,091 500
100Mb Unlimited 34,999 35,091 500
GPON SOHO Tariff (Karachi)
Static IP Service
IP Pool Monthly Rent
4 Pool PKR 1,400
8 Pool PKR 2,750
16 Pool PKR 5,500
No. Tax Details Karachi
1 FED / Sales Tax – Voice 19.50%
2WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 )
10%
3
FED / Sales Tax on Telecommunication Services - Data/Internet (where the amount exceed PKR 1,500 per month per subscriber)
19.50%
NOTES:At the time of new connection the following will be deposited as upfront:- First Month Line Rent (inclusive of all relevant Taxes)- Subscription Charges Full Subscription for customers that have not selected
installment plan, OR; One time Subscription for customers that have
selected Installment Plan- First Installment amount (for Installment plan customers only)- Credit limit amount (this will be applicable against usage)
SOHO DUAL PLAY TARIFFS - Karachi
Package Service Offering Monthly Line Rent Monthly Line Rent
Credit Limit (Without TAX) (With TAX)
4Mb Unlimited 2,599 3,106 5008Mb Unlimited 6,299 7,527 500
10Mb Unlimited 1 Internet 7,099 8,483 50016Mb Unlimited 1 Voice Line 9,499 11,351 50020Mb Unlimited 11,999 14,339 50035Mb Unlimited 17,999 21,509 50050Mb Unlimited 23,999 28,679 500
100Mb Unlimited 34,999 41,824 500
GPON Subscription Charges & Segregation
SOHO DUAL PLAY & TRIPLE PLAY SUBSCRIPTION
PackageSUBSCRIPTION WITHOUT
INSTALLMENT
SUBSCRIPTION WITH INSTALLMENT PLAN
Total Subscription Subscription Installmen
t AmountInstallment Months(one time)
4Mb Unlimited 19,000 22,500 7,500 1,000 158Mb Unlimited 15,000 17,500 7,500 1,000 1010Mb Unlimited 10,000 11,500 7,500 1,000 416Mb Unlimited 10,000 11,500 7,500 1,000 420Mb Unlimited 10,000 11,500 7,500 1,000 435Mb Unlimited 10,000 11,500 7,500 1,000 450Mb Unlimited 10,000 11,500 7,500 1,000 4
100Mb Unlimited 10,000 11,500 7,500 1,000 4
PackageTARIFFS BREAKUP
SOHO DUAL Play TARIFFS SOHO TRIPLE Play TARIFFSInternet Telephone Total Internet TV Telephone Total
4 Mb Unlimited 2,499 100 2,599 2,449 450 100 2,9998 Mb Unlimited 6,199 100 6,299 5,949 450 100 6,499
10 Mb Unlimited 6,999 100 7,099 6,749 450 100 7,29916 Mb Unlimited 9,499 0 9,499 8,949 450 100 9,49920 Mb Unlimited 11,999 0 11,999 11,449 450 100 11,99935 Mb Unlimited 17,999 0 17,999 17,449 450 100 17,99950 Mb Unlimited 23,999 0 23,999 23,449 450 100 23,999
100 Mb Unlimited 34,999 0 34,999 34,449 450 100 34,999
Multan Residential Package
RESIDENTIAL TRIPLE PLAY
Peak Off Peak Service
Offering
Monthly Line Rent
Credit Limit (7:00am-7:00pm)
(7:01pm- 6:59am) (Analogue TV)
4Mb 10 GB 4Mb Unlimited 1 Internet 2,399 5008Mb 10 GB 8Mb Unlimited 1 Voice Line 3,499 500
10Mb 15 GB 20Mb Unlimited 1 TV 6,999 50016Mb 15 GB 16Mb Unlimited 7,999 50020Mb 30 GB 20Mb Unlimited 11,999 500
RESIDENTIAL TRIPLE PLAY SUBSCRIPTIONPeak Off Peak
FULL SUBSCRIPTION
INSTALLMENT PLAN
(7:00am-7:00pm)
(7:01pm- 6:59am)
Subscription Installm
ent Amount
Installment
Months
Total Subscript
ion (one time)
4Mb 10 GB
4Mb Unlimited
19,000 7,500 1,000 15 22,500
8Mb 10 GB
8Mb Unlimited
15,000 7,500 1,000 10 17,500
10Mb 15 GB
20Mb Unlimited
10,000 7,500 1,000 4 11,500
16Mb 15 GB
16Mb Unlimited
10,000 7,500 1,000 4 11,500
20Mb 30 GB
20Mb Unlimited
10,000 7,500 1,000 4 11,500
No. Tax Details
Tax Percentage
1FED / Sales Tax – Voice
19.50%
2
WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 )
10%
3
FED / Sales Tax on Telecommunication Services – TV
16% To Welcome our valuable customers,
initially data would be Unlimited on all
the GPON Residential packages.
This is a limited time offer and
Customers would be reverted back to
their original Data Volume after the
expiry of the given offer.
Offer End Date would be communicated
at a later stage.
ARMY TRIPLE PLAY PACKAGE
Tariffs Service Offering
Monthly Line Rent
(without Tax)
Monthly Line Rent (with
Tax)Credit Limit Subscription
Charges
1Mb 5 GB 1 Internet 700 792 500 2,0001Mb 10 GB 1 Voice Line 1,199 1,291 500 3,500
2Mb Unlimited 1 TV Analogue 1,799 1,891 500 3,500
Important Points:
Existing Army Packages can be converted into any of the new available
packages
For subscription of Army packages; customer must submit the Army Card Copy
and should be an ‘ON service’ employee of Army
Multan Army Package
Special Package – Wateen Employees
Package HFC Employee Package - Internet Only
1Mbps – UL2Mbps –
UL 4Mbps – UL6 Mbps –
UL8 Mbps –
UL
Monthly Line Rent PKR 700 PKR 800 PKR 1,125 PKR 2,125 PKR 3,500
Employee Packages (Bundle)- Monthly Line Rents (Rs.) + Breakup
Tariff Internet Voice TV Bundle Cost1 Mbps - Unlimited 700 0 450 11502 Mbps - Unlimited 800 0 450 12504 Mbps - Unlimited 1125 0 450 15756 Mbps - Unlimited 2125 0 450 25758 Mbps - Unlimited 3500 0 450 3950
Special Package – HFC
Special Package – HFC Bundle
Special Package – WiMAX
Name Package Price
Special Package A 1Mbps UL 750
Special Package B
512Kbps 10GB 700
Internet & IPs Address
What is Internet ?
What is a Network
What is an IP Address
IP Classes
Static IP
Dynamic IP
Network IP
Gateway
Subnet mask
DNS
DHCP
Internet & IPs Address
Wateen Devices & Their IP Addresses
Motorola Bolt 2
Machine IP 192.168.15.2-
254 Machine Ip 192.168.0.2-
254Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0Gateway 192.168.15.1 Gateway 192.168.0.1
ZTE GP Bolt
Machine Ip 192.168.1.100-
254 Machine IP 192.168.1.2-
254Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0Gateway 192.168.1.1 Gateway 192.168.1.1
WiMAXHFC
GPON
Echo Life Machine IP 10.183.64.61Subnet Mask 255.255.192.0Gateway 10.183.64.1
Static IPs Pool & Subnets
Static IPs Subnet Mask
4 Pool IP 255.255.255.252
8 Pool IP 255.255.255.248
16 Pool IP 255.255.255.240
DNS Address
DNA Addresses IP Address
Central & North
Preferred 10.16.6.10Alternate 10.16.7.12
Third 58.27.149.60
South Preffered 10.16.7.12Alternate 10.16.6.10
Third 58.27.149.60
EMTA CISCO DPC 2100
Machine IP 10.172.80.2-
254 Machine Ip 192.168.0.2-
254Subnet Mask 255.255.255.0
Subnet Mask
255.255.255.0
Gateway 10.172.80.1 Gateway 192.168.0.1
CISCO Wi-Fi Motorola SB5100
Machine Ip 192.168.0.2-
254 Machine IP Subnet Mask
255.255.255.0 Subnet Mask
Gateway 192.168.0.1 Gateway
Customer Care Portal
Wateen Customer Service Portal is an encyclopedia
of Wateen Customer service Division. The portal
contains a huge amount of information which is used
by each and every department of Customer Service
to ensure smooth running of daily operations. With in
the portal, there are different portals which are also
being used by different departments of Consumer
Business Unit. The CS portal is the back bone of CSRs
success in Customer Service.
Customer Care Portal
Link: http://wateencs
Live IP : http://58.27.141.55:8085/
Login Base Authentication
Customer Care -Portal
New Sale Lead Entry
In new sale lead portal CSR will place the orders for new customers.
Customers will be provided with an order number and sales team
will contact customer with in 24 hours.
CSAF Log
In this section CSR can search customer’s CSAF (Customer Service
Agreement Form).
Customer Care Portal– Applications
Advoss (WiMAX/HFC)
Advoss is a portal which is synchronized with IN
(Intelligent Network) and it charges monthly bill against
services of prepaid accounts and charges for extra
usage for prepaid and postpaid accounts
AdvOSS maintains the records of internet usage, voice
usage, and Wateen calling card usage.
Username :CC1
Password: CC1
Customer Care Portal – Applications
Session Release Portal
Session Release Portal is used to clear Stuck sessions from ISG.
Username : ccp-Call1
Password : CalLi0%^3
Further CSR can obtain the MAC address
of the device through air IP
Customer Care Portal– Applications
Static IP Core Portal
Core Portal is used to check that whether
customer has availed Static IP from Wateen
Telecom
Core Portal helps to check Static IP assigned to
the customers.
Username : Consumerhelp
Password : consumer@123
Customer Care Portal – Resource Development
Presentation & FAQs
In this particular link all kind of presentation regarding the
product are available which will help CSRs to revitalize their
product knowledge. Moreover for CSRs grooming there are
different kind of training modules are available which help
CSRs to enhance their skills.
Online Quiz
In order to gauge the product knowledge of CSRs on
line quiz is being conducted on monthly basis. Every
team member needs to attempt the quiz.
Training Videos For the better understanding of CSRs RDC team had
made the troubleshooting videos of different Operating systems and browser. Which help CS team to resolve customer’s issue in effective way.
Customer Care Portal – Correspondence
Email Management System
This particular link is for the DRU & Correspondence team, however CSRs can use these templates to send email to customers as well. These are standard templates which is designed by the skills full team
Correspondence Module
To track customer’s email correspondence record CSRs can search the customer’s email in correspondence module.
VIP Escalation Log
In order to have the track records of the escalations from high management/ VIP personnel; particular portal is being utilized
Information Notes
For CS team every information note which has been floated by QA Team has been updated in this particular link so if CSR is perplexed or unaware of the information then CSR can update his self.
Customer Care – Quality Assurance
Customer Care Portal – Manual & Docs
OS & Browser Configurations
For the facilitation of CS team screenshot of Operating system and browser configuration has been updated on CS portal so CSRs can handle customers more effectively
All Data Links
This particular link is consisted with all of the updated information regarding network, franchise details , country dialing codes, Cable operators details etc.
Business Partner Details
Particular link contains the details of franchise employees
Customer Care – Product Info & Support
In this particular section every detail regarding tariff and other help full links are available which can help CSRs to cater customers accordingly
Customer Care Portal – Report & Monitoring – Network Updates
Network portal helps to check outages regarding (HFC, GPON, WiMAX, CVC and Wi-Fi Hotspot)
WBSS & WWLBSS
WWLBSS/WBSS is a combination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. It involves the use of technology in attracting new and profitable customers, while forming tighter bonds with existing ones.wbss/wwlbss includes many aspects which relate directly to one another:
WiMAX BSS link: https://wwlbss.wateen.comHFC/GPON BSS link: https://wbss.wateen.com
WBSS/WWLBSS
Salient Features
Authentication Based
Same Interface for WiMAX &
HFC/GPON
JD assigned Role
Contains All user Details
(Onboard & Roll Back )
Task Generation against
each customer profile
User Profile
Reporting
WBSS/WWLBSS Searching Criteria
wwlbss wbss
We can Search Customers account in WWLBSS/WBSS through Different Ways no matter Customer belongs to which Platform.
Profile Dash Board
User can search customer’s profile by any following provided search criteria
Customer ID CSAF Wateen Provided Telephony Customer Registered Number NIC Device Mac Address
Important Points
Customer can opt for 3 connection against his CNIC
(excluding roll back account)
In case if customer (Lahore & Karachi) provides his
Wateen
VOIP Number then user need to remove 3 from area
prefix
Through Mobile number search user need to add –
after network prefix e.g. 0321-4497256
To check the roll back (off board /churn)customer’s
details user need to click on “Include Rollback”
button
Customer Profile Dash Board
After clicking on customer’s profile dash board will appear which will provide following details
Customer Name
Contact Details (NIC, Landline, Mobile
Number, Email Address ,IP Address )
Billing & Service Address
Billing System & Platform
Package Name & Details
Account Status & Current Balance
Charges
Assigned Business Partner
Comments
Usage Graph
Verification Status
Customer Tab
After Clicking on customer’s tab, following drop down will be available which will help user to know about:
Customer
Customer Definition
NADRA Verification
Service Management
Internet Password
New Sale Activation Push XML
Create Post Sale
Block Unblock History
Activate Post Sale
Bill Date Change
Edit Profile Public IP View
Action Details
Usage Details Customer Communicati
on
Communication History
Easy Load History
Customer Comments
Voucher Refill history
Line Rent Details
Activity Log
Profile History Customer Charges Recharge History
Financial s
After Clicking on Financial tab, following drop down will be available which will help user to know about
Financials
Invoice & Payments
Search & Pay Invoice
Make Payments
Bill Bill History
Transaction History
Financial sWiMAX Bill HFC Bill
Inventory
We can upload MAC address in inventory by using upload warehouse inventory option in WBSS/WWLBSS
SMS & SMS History
We can send multiple/Single/Edited SMS to
customer regarding any information available in
WBSS/WWLBSS
SMS history provides us the details of all sms
sent to customer through WBSS/WWLBSS
OSS
Through OSS user can check customer’s access
point , outage sms ,MAC camping history details
TMSNG & SOPs
How to create Ticket/FCR/inquiry in WBSS/WWLBSS?
We can create Ticket/FCR/Inquiry in customer account by using the option of Ticket management Ticket Creation.
How to create inquiry for Non-Wateen customers in WBSS/WWLBSS?
We can tag Inquiry for non-Wateen customer by using the option of Inquiry Management Inquiry Creation.
We can search Ticket/FCR/Inquiry in customer ‘s
account by using the option of Ticket management
Apply filter by selecting the required selection.
Inquiry
FCR
Action Taken
Complaint
RCA
Action taken
Services Request
TMSNG
Policy & Procedures