Handouts - Day 02 (PSTN)

PTCL Product Training Manual for New Batch – PSTN Module – Day 02
Training Manual
PTCL Product Info & Tech (PSTN Module 02)
Developed by: PTCL Training Team (Customer Care)
Belongs To ______________________________________
Employee # ______________________________________
Author: CC Training & Knowledge Management Aspiring To Be the Best in Customer Experience
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Contents
Learning Outcomes: ................................................................................................................................... 3
Module 01: In-bound Information Services and Order Registration ...................................................... 3
Module 02: Qualification Criteria ............................................................................................................... 4
Module 03: Step-wise guidelines of New Order Placement .................................................................... 5
Module 07: Smart TV Order Placement Procedure with OLD STB (Customer Owned IPTV STB) .... 27
Module 08: Value Added Services (PSTN VAS) ..................................................................................... 32
Module 09: VAS Bundle ............................................................................................................................ 35
Module 10: CODES FOR ISD/STD ............................................................................................................ 37
Module 11: ISD activation process .......................................................................................................... 40
Module 12: KYC & E-Billing...................................................................................................................... 42
Module 13: PSTN Complaint Handling .................................................................................................... 50
Module 14: PSTN Complaint Handling (SMP) ........................................................................................ 57
Module 15: PSTN Complaint Handling (Manual Complaint Registration Steps) ................................ 63
Module 16: Important Wrap Up Codes Of Complaints .......................................................................... 74
Module 17: Glossary ................................................................................................................................. 75
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Learning Outcomes:
After reading the below modules you will be able to:
• Understand the process to place order and profile creation of the

customer
• Learn the step-by-step system handling
• Quick awareness of PSTN Value Added Services and complaints
• KYC and E-Billing concept
• PSTN complaint handling (via SMP & Manual handling) overview
Module 01: In-bound Information Services and Order Registration
Key steps in the process are:

a) Customer Interaction
Customer interacts on helpline for Sales & Information where CCR greets the customer
and asks about the customer reason to contact PTCL Customer Care.
b) Reason for Interaction
CCR, further inquiries the reason for which customer has contacted. In result customer
can query about any PTCL product for subscription or modification.
c) Fulfillment of Request
CCR will follow the decided protocol for the fulfillment of request:
The key steps that should be followed by the CCR while handling customer orders for
wire line services (PSTN, Broadband & Smart TV) are as follows:
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If customer is interested to avail new services (New joiner or on Existing line), the CCR
will provide the package details, latest updates and promotions from Day 01 Module /
Information Browser .
✓ If customer is only intended to have information, CCR will provide the details up to the
customer satisfaction and wrap up the call.
✓ If customer wants to place the order then CCR will provide the information about the pre-
requisites in case the request is for Broadband/Smart TV.
✓ CCR will provide the order number to customer along TAT of Service Provision.
✓ CCR will communicate to customer that our representative will contact you for installation
of services in 3 working days for PSTN and 5 working days for Broadband & Smart TV
respectively.
✓ CCR will also inform the customer that one time installation charges will be charged in
your first month bill.
✓ CCR will greet the customer and wrap up the call.
Module 02: Qualification Criteria

Qualification Criteria:
a) Credential type CNIC should be selected (Customer credential will be considered as

Unqualified if following is found)
✓ Order booked on other than CNIC
✓ CNIC having less or more than 13 digits or alpha numeric
✓ Continuous same digits “1”, “2” etc. for greater than 4 times (e.g. 1111111, 22222222
etc.)
✓ Not verified from NADRA
✓ CNIC repeated greater than 05 times
b) Valid cell numbers (03999999999, 03333333333, 11111111111 etc. landline number

entry will be considered as unqualified)
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c) Correct/complete billing address (In case of mismatch of city name in address field,
CNIC mentioned in address field or entry of all the address in name field will be
considered as unqualified)
d) Valid email ID (if wrong email ID or bogus entry will make it unqualified e.g.
“[email protected]” or “[email protected]”)
Note: If customer doesn’t have email ID, please enter [email protected] in CRM.
When order is not feasible due to higher data rate then CCR will change data rate as per
CRM and then submit order for manual feasibility.
If wants to activate ISD for international dialing then CCR will activate ISD otherwise STD
will be activated by CCR.
Module 03: Step-wise guidelines of New Order Placement
Below are the step by step guidelines to place order in CRM. However first needs to understand
the Qualification Criteria.
Step-1: Click on “Account-2” and then “New Individual Customer Account”
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Step-2: Click on + sign.
Step-3: Enter CNIC and its issuance date.
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Step-4: Enter Customer Name/Cell #/ Valid Email Address & Complete Home Address
Step-5: Click on Copy info to fetch billing address
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Step-6: We can change Billing Invoice content & Billing Cycle here
Step-7: Click on Copy info to fetch Service Installation address
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Step-8: Select Correct Region and Division
Step-9: Put address into Google Maps search bar and get Values of Latitude & Longitude.
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Step-10: Select Radius & Insert the Longitude and Latitude values here.
Step-11: Click on “Confirm Account”
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Step-12: Click to Close Window.
Step-13: Click to Verify from NADRA
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Step-14: Match the NADRA details with Customer info and click on check box.
Step-15: Click on view Services
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Step-16: Click on New Connection
Step-17: Fetch Billing & Services account details and click ‘OK’.
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Step-18: Click on + to add new Line Items
Step-19: Click on created button
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Step-20: Click on PTCL Standard Subscription and press OK.
Step-21: Click on Customize Button
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Step-22: Click to Customize PSTN Services
Step-23: Select ISD/STD As per Customer requirement and add CLI.
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Step-24: Click on PTCL Standard Subscription to go back on main page
Step-25: Add Broadband and Click on Customize Button
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Step-26: Select the desired BB Package. Click on “Done”.
Step-27: Add comments.
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Step-28: Press the Submit button.
Step-29: Order has been successfully submitted.
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Step-30: Feasibility status & Upfront Payment details.
When order is not feasible due to higher data rate then CCR will change data rate as per
CRM and then submit order for manual feasibility.
If customer wants to activate ISD for international dialing then CCR will activate ISD
otherwise STD will be activated by CCR.
It is mandatory to Submit the New/Modify orders on same call while talking with the
customer and do not let the orders Open/Created.
In case of any system issue, CCR will tag details in ICMS under CRM issues for further
escalation and to fix the problem.
We will NOT apply cancellation of any New & Modify order at front end.
We will check Customer Profile, Selected Product, Billing Account and Exchange &
Division details before order processing.
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Important Instructions:
✓ For New and Modify created orders, Check CRM Account summary before creating New
orders.
✓ If any order available in CRM “Account Summary” in Created “Status”. Representative will
open
✓ that order for Modifications.
✓ Representative will take complete information from customer and move on next step.
✓ Representative will modify the order as per customer requirement.
✓ Representative will make sure to submit order.
✓ We will NOT place duplicate order.
✓ We will NOT cancel any existing order to place new order through own CRM login.
✓ We will NOT leave the order on Created Step and make sure to submit it.
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Module 04: Booking Of Multiple Orders – Handling Guidelines
✓ Onwards we can SUBMIT ONLY one NEW Order against customers’ credentials at the
same time.
✓ If any customer approaches us for multiple orders against single CNIC/NTN/Passport then
we will follow given below steps to submit the order.
✓ CCR will create second or third order in CRM.
✓ CCR will select package/product according to customer’s requirement.
✓ CCR will share the Order ID with respective FS for order submission via “Finesse
Chat/Consult Option”.
✓ Webchat, Social Media & Care Team will share order details with their respective FS for
order Submission.
✓ FS will submit the order.
Important Points:
✓ If customer wants to avail only one connection at a time then CCR will be having
rights to submit the order as per standard practice and FS role will not be required
✓ Rest of the handling, terms and conditions will remain unchanged
FAQs:
Question-1: If an order is already in-process and customer calls for another order on same
CNIC/NTN, will CCR be able to place the order?
Answer: Yes, CCR can place the order but wouldn’t be able to SUBMIT, for order Submission
he/she needs help of respective FS.
Question-2: If an Order is already placed and marked as Cancelled, what will be the Course of
action for live staff?
Answer: CCR/FS can place and submit new order according to the customer requirement.
Question-3: If an order is already placed and marked as Not Feasible since long and customer
calls for new order, will CCR/FS place new order according to the new requirements?
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Answer: No, same order will be processed. CCR/FS will create new ticket in ICMS under Follow
Up tab by mentioned the new requirements in remarks/description.
Module 05: Order Placed Without Customer's Consent & Helpline

Investigations
Customer approaches over helpline & claims, he/she didn’t place/modify order or guided
wrong/incomplete details regarding order placement/modification, then CCR will follow given
below guidelines.
Order Verification/Status Steps:
CCR will check the order status from Account Summary
CCR will open the order & check the “Channel” status under Order Details (Screen Shot #1)
CCR will check the order submission channel source from “Status Track”
CCR will check the Order submission status which is shown as “Verified” in CRM (Screen Shot
#2)
CCR will check the CRM ID by which order verified under “PTCL Modify by”
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Module 06: Complaint Registration Guidelines Related to Orders
a) For New Orders (addition to services), CC Staff will create “Post Archival-Never
Applied” SR for all BO and Shop related cases
b) For Following Cases, CC Staff will follow “Helpline Investigation or Order Placed
Without Customer Consent” guidelines
1. For Modify Orders (any modification in existing services)
2. STB Payment Mode (IPTV order with wrong STB payment mode)
3. New Order (order for Double / Triple play but order placed Single / Double play, new
order booked via Phone In)
c) CCR will create SR for Helpline Investigation in below mentioned cases
1. If channel source is “Phone In” and verified status is by ID starting with “V.”
2. If channel source is “Walk In/FSA/TPN” and verified status is by ID starting with “V.”
then CCR will follow the given below steps
I. CCR will check for Service Provisioning complaint in Service Requests
II. If any Service Provisioning Complaint is available in same days in CRM, then
III. CCR will check the Service Provisioning SR Creator ID i.e., “V.” or others
IV. If SR Created through “V.” ID, then CCR will tag details in CRM by creating SR of
Helpline Investigation
V. If Service Provisioning SR is not available in CRM, then CCR will tag details in
Helpline Investigation
d) CCR will create SR for Order Placed without Customer Consent in below mentioned
cases
1. If channel source is “Phone In” and verified status is by ID starting other than “V.”
2. If channel source is “Walk In/FSA/TPN” and verified status is by ID starting other than
“V.”
3. If channel source is “Walk In/FSA/TPN” and verified status is by ID starting with “V.”
then CCR will follow the given below steps
I. CCR will check for Service Provisioning complaint in Service Requests
II. If any Service Provisioning Complaint is available in same days in CRM, then CCR
will check the Service Provisioning SR Creator ID i.e., “V.” or others
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III. If SR Created through other than “V.” ID, then CCR will tag details in CRM by
creating SR of Order Placed without Customer Consent
IV. Web, IVR & Bulk related cases will be tagged in Order Placed without Customer
Consent
Sr. # ID under “PTCL Modify By” Channel Complaint To be Processed
Phone-In/Walk- CCR will tag details in CRM by creating SR

1 ID starting with “v.” (V Dot)
In/FSA/TPN of "Helpline Investigation".
CCR will tag details in CRM by creating SR

Phone-In/Walk-
2 ID other than “v.” of "Order Placed without Customer
In/FSA/TPN
Consent".
Note: Link for TAT http://10.192.5.15/ib/tat-and-charges/
e) Post Archival-Never Applied Related Cases:
1. CC Staff will create "Provisioning Complaint" Complaint by select “Post Archival-Never

Applied” SR Sub-Type for all BO and Shop related cases
2. All SRs will be routed to BO Team for further verifications and decision
3. SSC Provisioning Team will be responsible to resolve the issue by taking follow up from
BO
4. Once issue gets resolved BO will park SR to NRB Team with Rectification Claim
5. SSC NRB Team will reassign these SRs to Contact Center Team for further adjustment
and remarks
6. Contact Center Team will provide adjustment and close the SR as per BO remarks and
will be responsible to apply Services Closure as well send SMS to customer for Not
Reachable
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Customer Not Reachable-Never Applied (CC Team)
Dear Customer – This is to notify you that XXX service against your PTCL No.
051XXXXXX will be
discontinued as you did not order it and we apologize for the inconvenience. Bill
adjustment will be provided in your next monthly bill. For further support, call
1218.
7. All other cases which are not related to Shops and BO (order booked via Phone In) will be
handled as per previous practice by creating SR of “Order Placed Without customer
Consent or Helpline Investigation”
f) Centralized Investigation Unit Guidelines:
1. CIU Team will investigate the Helpline Investigation related cases and add remarks in
“Helpline Investigation” SR after listening the call
2. All such cases where customer’s claims are valid, CIU Team will responsible to update
customers via SMS
Helpline Investigation – Claim Valid (CIU Team)
Dear Customer – This is to notify you that your claim regarding misbehavior/
misguidance was completely valid and we apologize for the inconvenience. We thank
you for your patience. For further support, email us at [email protected]
3. CIU Team will reassign all invalid cases to CCLS Team with complete remark and CC
LS Team will responsible to close all cases.
4. All such cases customer’s claims are invalid CIU Team will reassign these cases with
CC LS Team with complete remarks
5. CC LS Team will responsible to update customer via call
6. All cases where CIU Team will not able to listen the call or call is not available in system
then
I. CIU Team will responsible to cross verify from other system tools/portals and handle
such cases as per standard bill adjustment SOP
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7. All Misconduct with customer from helpline cases will be investigated by CIU Team
8. CIU Team will reassign all Valid Cases to Operation AM/Manger
9. Operation AM/Manger will responsible to close these SRs after necessary action
Module 07: Smart TV Order Placement Procedure with OLD STB

(Customer Owned IPTV STB)
Order placement channel will follow the below steps where customer already has STB with
him/her;
Step 1: Inquire the PSTN on which customer was using IPTV.
Step 2: Check whether customer were using ZTE IPTV or Huawei IPTV. (Screen shots given
below)
If customer was using Huawei IPTV, then place order with New STB and customer will be
charged either in one time or in installment mode.
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If IPTV product shows with name “IPTV” only under Installed Services, it means customer
was using Huawei STB and we will not process order with this STB.
If customer was using ZTE IPTV then Shop Executive will follow the next step.
Step 3: Check the PSTN status whether IPTV services were closed on “Customer request” or
“due to non-payment” on previous number.
Order with old ZTE STB will only process, if customer closed IPTV service on old number
on customer request and he had paid all the previous installments.
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If customer closed IPTV service on old number “on customer request” and he was in
installment mode then no STB will be associated with him until he pay/finish all his
installments.
If services were closed due to nonpayment, then guide customer to clear their previous
dues first.
Step 4: Create order for IPTV and select the option Customer Owned IPTV STB under the tab
of IPTV Equipment. (Screen Shot given below).
Step 5: Ask the serial number of old ZTE STB and will put into it in Serial Number box in CRM.
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Step 6: During Order Submission if any error occurred (Screenshot pasted below), then create
CA ticket (request) and share following details with CRM Support team to mark the STB as sold.
Error Snapshot:
Required Details to be added in CA ticket:
• OLD PSTN on which customer was using STB:
• STB Serial No:
• STB Payment status:
• OLD PSTN Payment/RS Status:
• New PSTN on which customer is requiring now:
• Closing Order ID of OLD PSTN:
Steps to follow while creating ticket in CA Portal.
Step 1: Set your role and click on “Create a new Requests”
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Step 2: Area to be selected in CA Ticket: CRM → Order Processing → STB Unbind /

Information
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Step 3: Enter required details and save the request.
Module 08: Value Added Services (PSTN VAS)
PSTN VAS Information:
Name of De-
SR Activation Activation Procedure Charges
Facilities Activation
Abbreviated
1 *51*X*T/NO# On Call #51*X# Rs.55/month
Dialing
Absent
2 *24# On Call #24# Rs.25/month
Customer
Three-way Call
3 On Call Rs.55/month
Conference
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Call Me Back
4 1322******** By default activated Rs.0.50/call
Service
Free | No charges
for Call
Forwarding
Call Transfer services but
5 *09*T/NO# On Call #09#
(Busy) standard tariff will
apply for PSTN to
mobile transfer Rs
2.65+tax
Free | No charges
for Call
Forwarding
6 *21*T/NO# On Call #21#
(Immediately) standard tariff will
apply for PSTN to
mobile transfer Rs
2.65+tax
Free | No charges
for Call
Forwarding
7 *06*T/NO# On Call #06#
(No Reply) standard tariff will
apply for PSTN to
mobile transfer Rs
2.65+tax
8 Call Waiting *43# On Call #43# Free
Call Back on
9 *59# On Call Free
Busy
CLI (Caller
10 Line On Call Rs.55/month
Identification)
11 Code Barring On Call Free
*99*Old
12 Code Change Code*New On Call Free
Code#
Cricket Info.
13 1216 By default activated Rs.1/minute
Service
14 Do No Disturb *26# On Call #26# Rs.55/month
In case of individual
customer, we can
15 Hotline *53*T/NO# #53# Rs.25/month
activate hotline services
on call, and for corporate
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we will ask customer to

email at [email protected]
Could be also
Hunting
16 availed on more email Required Rs.25/month
Service
than 5 number.
PTCL Islamic
17 1324 By default activated Rs.2/minute
Services
18 Kehdo SMS 1246+Number By default activated Rs. 0.99/Msg
Dial 0900-
0900
19 11777 from By default activated Rs.5/minute
Entertainment
PTCL Phone
20 Time Check 1214 By default activated Rs. 1.20/minute
Wake up
21 *55* HHMM # On Call Activation #55 # Free
Service
Doc. Is required through
Email or Fax. (To activate
customer will email us on
[email protected] and
22 Incoming Only Rs.55/month
deactivation can be done
through Helpline after
taking necessary
verifications)
Voice Message
23 On Call Free
Services (VMS)
Note: Wake Up VAS cannot be availed with Call Forwarding.
PSTN VAS Complaints:
We will guide customer the activation and deactivation codes for VAS activation and deactivation
of VAS from aforementioned list respectively. If still issue persists then we will register complaint
in CRM (screenshot is appended below).
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Module 09: VAS Bundle

VAS Bundle Charges: Rs. 55/month (Effective from 1st August, 2018)
It is a combination of various VAS like CLI, Three-way Call Conference, Abbreviated Dialing, DND
(Do Not Disturb), Call Waiting, Wakeup, Call Forwarding, Code Barring, Bill Alert, Time Check
etc.
Following will be the dynamics:
Separate package is not required

Any customer subscribing to following integral VAS (one or more combination of them) will
be considered as having VAS Bundle and will be charged for this bundle
Same applies for existing customers.
Business Rules:
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✓ If any above combination of VAS is present for a subscriber, he will be charged for Bundle
(Free for new U Freedom and Freedom Plus packages.
✓ For regular “Freedom Package”, as CLI is already included so CLI only customers of
Freedom will not be charged Rs. 55 but if they subscribe to any of the other bundle VAS,
Rs. 55 VAS charges will apply.
✓ Complete VAS Bundle charges will apply on subscription (on subscription of any above
VAS)
✓ Packages where there was already a VAS free, it will remain free and not counted as part
of bundle like Pakistan Package where Conference Call was free but if that customer is
subscribed to additional VAS from bundle like CLI or DND etc. combinations, then VAS
bundle charges will apply.
✓ Applicable on existing and all new customers effective Nov, 2015 billing and onwards.
Note: While guiding customers for VAS Bundle, please guide customers that following free VAS
are also in the list of Bundle which do not have fixed monthly charges but only charged if
customers use them like (which have no subscription/monthly fee and not to be considered as a
combination for effective Rs. 55.)
Examples:
✓ If a Basic Plus Return customer only has CLI, he will be charged for Bundle Rs. 55 as he
will be availing bundle combination.
✓ If a Freedom Package customer only has CLI, he will not be charged for Bundle as CLI
was already free in package.
✓ If a Freedom Package customer only has CLI and used Wake Up, he will not be charged
for Bundle as CLI was already free in package and Wake Up does not have monthly
subscription charges.
✓ If a Freedom Package customer has CLI and subscribed to 1 or more VAS from the 5 VAS
in mentioned Bundle, he will be charged for Bundle like CLI + Three way Conference Call.
✓ In other words, usage charges apply like Wake-Up service usage but no subscription fee
and these do not count as an element to enable VAS bundle.
✓ If someone wants one VAS from the listed 5 integral VAS where his package does not
have that free VAS, he will be charged as per VAS bundle.
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FAQs:
Q: How CCR will select standard freedom package, U freedom or freedom plus at the time
of Order Placement?
Ans: CCR will place the order and mention in comment box that which package is required to
customer. (Simulation is attached herewith for further understanding)
Q: What is effective date of new freedom packages?
Ans: New Freedom packages are available in BnCC & CRM and also effective with immediate
effect so start upselling.
Q: What is effective date of VAS bundle?
Ans: Vas bundle is also effective with immediate effect.
Q: As CLI will be free for freedom package subscribers from Dec,1st, will customer charge
VAS bundle charges (Rs. 55/month) from running month (November-15), if anyone using
CLI or any other VAS related to bundle with freedom package?
Ans: For only Nov, 2015 billing, Freedom Package customers who have CLI only from the VAS
bundle will be charged @ Rs. 55 for CLI only. Addition of any other VAS from list will make such
customer a Bundle customer. If Freedom Package customer has any other VAS from list (one or
more), then it will be considered as a Bundle @ Rs. 55.
Module 10: CODES FOR ISD/STD
If customers
If customers want to
want to unlock If customer want
open all dialing
mobile & NWD lock dialing services
(mobile, off net &
off net dialing then provide below
international dialing
then provide mention code
then provide below
below mention procedure,
mention procedure,
procedure,
MOBILE &
ONLY MOBILE
INTERNATIONAL INTERNATIONAL Code Change
SWITCH & NWD OFF
OPEN (ALL OPEN) CLOSE (ALL procedure
NET OPEN
CLOSE)
EWSD *33*CODE*02# #33*CODE# *33*CODE*04# *99*oldcode*new#
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ERIC *33*CODE*02# #33*CODE# *33*CODE*04# *99*oldcode*new#

ALCTL *33*CODE*1# #33*CODE# *33*CODE*4# *99*oldcode*new#
NEC *33*CODE*02# #33*CODE# *33*CODE*04# *99*oldcode*new#
NGN *33*CODE*02# #33*CODE# *33*CODE*04# *99*oldcode*new#
ZTE *33*CODE*02# #33*CODE# *33*CODE*04# *99*oldcode*new#
MSAG *33*CODE*02# #33*CODE# *33*CODE*04# *99*oldcode*new#
Important Instructions:
Customers from Zone 1 countries can dial even without access to the ISD facility.
Zone 1 calling access is linked with Mobile call access i.e., anyone having Mobile call dialing
access will have access to international calls to Zone 1. In case anyone does not want Zone
1 ISD calling, he may block by barring Mobile calls.
Zone 1 Countries For Landline: Australia, Canada, China, Cyprus, France, Germany, Greece,
Hong Kong, Italy, Japan, Netherlands, Norway, South Korea, Spain, Sweden, Taiwan, USA, UK
Zone 1 Countries For Mobile: Canada, China, Hong Kong, USA
Note: In general CODE is Last four Digit of the Phone Number. In Case of NEC before refreshing
we will give 1000 as Code. After refreshing codes of NEC provide default codes as last 4 digit of
number. Except ALCT all others switches relate to EWSD. If ALCT commands are not Appling on
ALCT switch then apply EWSD commands.
SWITCH CODES
Restrict all
(OPENING OF Restrict Only
SWITCH except on- CODE CHANGE
ALL CALLS) International Calls
net
* 33 *code * * 99 * old code * new
EWSD # 33 * code # * 33 * code * 02 #
04 # code #
EWSD FOR
* 33 *code * * 99 * old code * new
/MTR - HTR & # 33 * Code # * 33 * code * 02 #
04 # code #
NTR
EWSD /FOR
*33 *code * * 99 * old code * new
QTR (0835- *33*Code*03# * 33 * code * 02 #
04 # code #
430)
*33*code * * 32 *old code * new
NEC # 33 * code # * 33 * code * 03 #
04 # code #
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Every time new code

*33* code *
ZTE # 33 * code # * 33 * code * 02 # can be entered when
04 #
barring calls.
Every time new code
*33* code *4
ALCT / OFAN # 33 * code # * 33 * code * 1 # can be entered when
#
barring calls.
SOFT * 33* Code * 99 * 1000 * new
# 33 * Code # *33*Code*02#
SWITCH *04# code #
EWSD
International dialing is deactivated by default; customer needs to apply deactivation code for
activation of international & mobile calls.
Customer’s are using last four digit of phone number as a code.
NEC
International dialing is activated by default.
Customer’s are using last four digit of phone number as a code.
ALCT/OFAN/ZTE
Customers can use any desired 4digits code when barring calls.
Soft-Switch/NGN/C5/C3/MSAN/MSAG
HYTR/STR/QTR/KTR(1, 2 & 3) Region
Customers are using 1000 as a by default code.
Customers have to change the code before applying commands.
MTR Region
Customers are using last four digit of phone number as a by default code.
CTR Region
Codes of following three exchanges have been reset to “1236”. If customer calls for code baring
issue please provide code 1236 instead of last 4 digits of PSTN. To get active numbers of these
exchanges (Click here)
Exchanges: Chinar Bagh, Manga Mandi , Shamki Bhattian
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Anonymous Switch Names:
Switch Name Showing in system Treat as
GHAMBEER (RDLU) , Manzar Khalil , KOTHIALA (D), ONU EWSD
Askari-II , Shadani Mohlla Mir Pur Mathelo,Ghotki Floor Mill, FFC , C5, C3, Soft-
MSAN, MSAG. NGN Switch
Module 11: ISD activation process
We will be activating ISD at level I for all individual/private customers and for corporate/Non-
Residential customers who are using only 1 number against NTN after taking 1 verification. For
corporate/Non-Residential customers where multiple numbers are working, they will be asked to
send us request at [email protected] .
Here we have two different cases regarding ISD activation.
1. ISD Activation (First Time/New Activation)

2. ISD Complaint (Customer was using but it is not activated in CRM)
1: ISD Activation (First Time/New Activation)
a) CCR will probe about dialing destination (where customer wants to dial i.e. China, Canada,
USA etc.) before continuing the call for ISD activation.
1. If customer requires to make dialing to Zone-1 destinations then CCR will guide the
customer that dialing to zone-1 countries can be accessed through STD codes.
2. If customer gets agree CCR will provide Mobile dialing codes to customer and wrap
up the call.
b) If customer still requires ISD activation or wants to dial some other international
destination, follow the process as given here under;
1. CCR will check whether customer is calling from same or other CLI (same CLI : from
same landline or registered cell).
I. If customer calling from same CLI, CCR will follow the next step.
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II. If customer calling from other CLI, customer will be asked to dial from same PSTN
or registered cell.
2. CCR will check PSTN status, whether it is a Corporate/Non-Residential or individual
connection
In case of Corporate/Non-Residential connection;
III. CCR will check how many connections are working against NTN/CNIC
IV. If only 1 number is working, CCR will proceed further for ISD activation through
CRM
V. If more than 1 number is working, CCR will politely ask customer to send us a
request for ISD activation/deactivation at [email protected]
VI. If CNIC is missing in CRM, CCR will update it in CRM after verifying from Nadra
and for NTN, customer will be asked to send us an email with NTN scan copy at
[email protected] to update his/her credentials. CCR will make sure to ask
customer to send us NTN copy along with ISD activation request so we could
update it in his/her profile
VII. Request will be entertained at care if customer send us email through email ID
from his/her company’s domain or from email ID that is registered in CRM profile
VIII. If customer send request from any other email ID, care team will dial the same CLI
(Landline/Registered cell) for verification
In case of Individual/Private/Residential connection;
IX. CCR will check the CNIC whether it is updated or not

X. If CNIC is not updated, CCR will update it in CRM after verifying from Nadra
Verification: CCR will take 1 verification for ISD activation
XI. If CCR used ownership in opening greeting then Address/CNIC will be used for
verification and he/she will not ask ownership by customer again
XII. If customer fails to provide verification, CCR will not proceed for ISD activation
XIII. CCR will activate ISD in CRM and will provide codes to customer.
2: ISD Complaint (Customer was using but it is not activated in CRM)
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a) CCR will check the CRM status

b) If VAS is not activated n CRM, CCR will follow the step 2 of ISD activation process.
Module 12: KYC & E-Billing
In order to properly market, sell to, and offer support to customers, we need to understand them
and need to know them. We can do that effectively by building a comprehensive customer profile.
During Order Placement:
At the ti+me of new order placement, mentioned below details need to be

mentioned very clearly and with complete accuracy after taking complete
information from customer.
✓ CNIC Number
✓ Mobile Number
✓ Email ID
✓ Postal Address
CNIC Updation:
Checks for CNIC Information:
✓ Always Select Credential type CNIC

✓ CNIC should be of 13 characters
✓ For order placement against CNIC we will click on “Individual Customer Account”
✓ Always verify from NADRA and match customer’s credentials with NADRA details
✓ Check mark NADRA verify box to lock customer’s details
✓ We will NOT click again and again on NADRA verify option If it doesn’t match
✓ We will take CNIC issuance date from customers and add in CRM Profile
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✓ If details not match with NADRA details, then we will request the customer to provide
correct details
✓ In case of error “No Record in Nadra”, we’ll route customer to Nadra
Don’ts of CNIC Information:
✓ Do not use Alphabets in CNIC

✓ Do Not update the CNIC if it’s Not Verified from NADRA
NTN Updation:
Checks for NTN Information:
✓ If customer wants to avail Landline services against NTN number then we will confirm NTN
status, If it is Business NTN then we will place the order against NTN number
✓ For Govt. institutions/Armed Forces, sanction letter will be required to process the order CNIC/NTN
will be optional for these cases
✓ Order will be processed in either case
✓ For order placement against NTN we will click on “Corporate Customer Account”
✓ NTN consists of 8 digits and all are numeric with second last digit as “- (dash)”
Don’ts of NTN Information:
If NTN status is Individual then we’ll request customer to provide CNIC # and we will not place the
order on individual NTN
For Passport Updation:

Checks for Passport Number Information:
✓ Foreign Passport with validity ≥ 3 months (No Pakistani Passport holder would be allowed
to use this route)
✓ With Pakistani Resident or Work visa (Not on visit visa)
✓ Scanning of credentials page Passport & Visa) at Shops/Exchange
✓ For Contact Center, customer will be requested to share on [email protected]
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✓ Passport number consists of 9 alpha numeric digits first digit is alpha and remaining 8 digits are
numeric without dash or space.
Note: Business license number consists of 10 digits and all are numeric.
Mobile Number Updation:
Checks for Mobile Number Information:
✓ Mobile number should be 11 digits

✓ We will enter Mobile number without any space
✓ No special characters should be used in Mobile number
Don’ts of Mobile Number Information:
✓ We will not enter any wrong cell number during customer’s profile updation
✓ No need to add any bogus cell number like (03999999999, 03333333333, 11111111111
etc.)
✓ Landline number entry is not allowed
Postal Address Updation:
Checks for Postal Address Information:
✓ Complete and properly elaborated address

✓ Address should only be entered in already available fields
✓ As we have different categories of address so we will follow the given below Categories
while placing new order
✓ We will enter complete address with CAPITAL LETTERS in CRM
✓ We will ask the address from customers as per their destiny
✓ Use standard terms i.e. for son of “S/O”, Wife of “W/O”, Daughter of“D/O”.
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Category Qualified Address
• House/Flat No:
• Storey/Floor:
• Street/Mohallah:
Urban (Main Cities)
• Nearest Landmark:
• Sector/Area/Town:
• City:
• Son/Wife/Daughter of
• Street/Mohallah:
Sami Urban (Small Cities) • Nearest Landmark:
• Area/Town/Road:
• Tehsil/District
• Son/Wife/Daughter of
Rural
• Mohallah/Mouza/Dhook:
• Nearest Landmark/Nazd:*.
• Village/Basti/Goath/Chak #:
• Post Office/Daak Khana,
• Tehsil/District/City
• City:
Billing address may be amended as if no nearest land mark is available (only for rural
areas)
Don’ts of Postal Address Information:
✓ Do not mention complete address in single field

✓ Do not mention CNIC/Mobile # in any of the address field
✓ Do not use Abbreviations in address i.e. CSS (Choa Saiden Shah), TDJ (Tando Jam),
MBD (Mandi Bahauddin) etc.
✓ Do not mention House No, Street No in address field as shown in screenshot pasted below
(Yellow Highlighted)
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Email ID Updation:
Checks for Email ID Information:
✓ Complete Email address should be updated in customer’s profile

✓ We will write email address in small letters
✓ Email address should be repeated and reinstated at the time updation
✓ Only [email protected] will be mentioned incase customer is unable to provide any email ID
✓ Only use letters, numbers, period(‘.’) and underscores (‘_’)
✓ For Yahoo & Gmail Accounts use at least 6 characters
✓ For mail.com Accounts use at least 3 characters with one letter
✓ For outlook account email address should be start with a letter
Don’ts of Email ID Information:
✓ Wrong email ID
✓ Bogus entry. As listed below;
a) [email protected]
b) [email protected]
c) [email protected]
d) [email protected]
e) [email protected]
f) [email protected]
g) [email protected]
h) [email protected]
“Gmail” Constraints for Username
✓ Cannot contain hyphen

✓ Cannot contain underscore
✓ Can not only be a number if the length of username is >=8 but in case of
✓ >=6 and =6 and <=30 characters
✓ Cannot contain consecutive dots
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✓ Cannot contain dot immediately before @ and at the start of the username
“Yahoo/Ymail” Constraints for Username
✓ Cannot contain hyphen

✓ Length should be >=3 and <=32
✓ Cannot start with a digit, underscore or dot
✓ Cannot contain consecutive dots or underscores or combination of both
✓ Cannot contain dot or underscore immediately before @ and at the start of the username
✓ Cannot have more than one dot in the username
“Outlook/Hotmail” Constraints for Username
✓ Cannot start with hyphen, dot, underscore and digit

✓ Cannot contain two consecutive dots but can contain consecutive hyphens and
underscores
✓ More than one dots, hyphens and underscores are allowed
✓ Cannot contain dot immediately before @
“Mail” Constraints for Username
✓ Cannot be fully numeric (Must contain at least one alphabet)

✓ Can start with a digit
✓ Cannot contain two consecutive dots, underscores, hyphens, or any combination of these
✓ Cannot contain dot, underscore or hyphen immediately before @
“Hotmail” Constraints for Username
✓ Cannot start with hyphen, dot, underscore and digit

✓ Cannot contain two consecutive dots but can contain consecutive hyphens and
underscores
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✓ More than one dots, hyphens and underscores are allowed

✓ Cannot contain dot immediately before @
General Constraints for emails and after @ of the email address
✓ Cannot contain hyphen immediately after @

✓ Cannot contain hyphen or dot at the end of email
✓ Cannot contain two consecutive dots or hyphens after @
E-bill Activation:
Do’s of E-bill Activation:
✓ For E-bill activation we will write complete Email address in customer’s profile
✓ We will write email address in small letters
✓ We will guide the customers that they will receive their monthly bill on email id
✓ If customer is agreeing then we will update customer’s billing profile for E-bill activation
✓ If customer only wants to avail bill on email ID then we will select option of “Email”
✓ If customer is interested to get bill on email and postal address but without call details then
we will select “Email & Letter (Without details)”
✓ Incase customer also wants Calls detail then we will select “Email & Letter (With details)”
✓ If customer is not interest for E-bill/not having any email id and wants to avail bill on postal
address with call details then we will select “Letter (with details)”
✓ All cases where customers are not interested to avail call details with their bill then we will
select “Letter (without details)”
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✓ It is compulsory to select any option for billing profile so that customer can avail monthly
bill
Billing Cycle Selection:
Do’s of E-bill Activation:
✓ During order placement we’ll select First Bill Cycle (i.e., start of the Month) for any
customer during new order placement in CRM whether the customer type is Corporate or
Individual/Residential.
✓ Start of the month
Customer Type Bill Cycle to be Selected

Individual/Residential Customers “Start of the Month”
Corporate Customers “Start of the Month”
Connection Type Selection:
✓ All new connections must be placed under Private connection category with sub-
connection type either.
✓ RESIDENTIAL if customer claims to use/install it at his residence/premise
✓ Others (Business/Office/Shops etc.) if customer claims to use/install it for commercial
or office purpose like Shops, Banks, Bakery, Embassy, Traders, Office
✓ For selection of any other Connection type, Sanction letter is required.
Customer Information SR:
All Billing Account related changes will be made ONLY through SR of “Billing Account Change”
in CRM as mentioned in table below.
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Customer Account Change Billing Account Change

We will create Billing Account
Change SR to update billing details
We will create Customer Account i.e.
Change SR for customer profile - Billing address
updation in CRM - Email ID and Mobile number
updation for Ebill/bill alerts
SR Category: Customer Information - Billing invoice content
SR
Type: Account SR Category: Customer Information
Sub Type: Customer Account Change SR
Type: Account
Sub Type: Billing Account Change
Module 13: PSTN Complaint Handling
Complaint Registration Sources
Below are the complaint registration sources.
1. Call - 1218 (Customers Complaint Helpline)
1260 (Corporate Helpline)
0800-19191 (Employs Helpline)
0800-80808 (SME/Business Helpline)
2. Walk-in – PTCL Joint Shop
3. Email – [email protected]
4. SMS – Type “Help” and send SMS to 0512181218
5. Digital Channels – Website & Chat (www.ptcl.com.pk )
Touch App
WhatsApp (Type “Hi” and send to 03312181218)
Facebook (www.facebook.com/ptcl.official )
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Complaint Registration & Handling Process
Step – 1: CCR will register complaint in Siebel CRM (manually) by following SOPs (Module 15).
Complaint status will be marked as “In Progress” and sub status will be “Assigned” for manual
PSTN complaints only.
Note: Only PSTN dialing and Fax related issues will be catered via manual complaint handling
process in CRM as “In Progress/Assigned” and rest complaint will be handled via SMP.
Step – 2: Complaint will be assigned to Business Operation/Service Desk depending on nature

of complaints.
Step - 3: Complaint will be assigned automatically to BM/ABM of exchange w.r.t. prefixes if related
to line issues.
Step - 4: For port related issues, SRs will be assigned automatically to Service Desk Teams.
Step – 5: After that BM/ABM of concerned exchange will hand over complaints to CPEI/Line Man
and complaint sub-status will be marked as “Handed”.
Step – 6: Concerned CPEI/Line Man will work on that specific complaint and sub-status will be
marks as “Submitted/Pending Verification” (OBD call will be initiated).
Auto Dialing/OBD Rules for closing SR
Service Desk Team:
SD will start working on these complaints and send back to SSC where SSC team will close, re-
open (In Progress State) or re-assign such SRs to region/SD, based on customer’s or system’s
feedback.
Business Team:
Teams will work on these SRs and perform two actions.
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1. Run OBD and close SRs on customer’s feedback.

2. Re-open SR and these re-open SRs will be put on OBD/Submitted-NRB Claim by BZ
team.
NRB Team:
SRs will be catered in bulk and IPCC dialer will be run, in this survey customer satisfaction will be
seek. If satisfied then SRs will be closed manually or unsatisfied SR will be re-opened and moved
to the Business team bucket. In case customer is not responding, NRB take system verification
(SMP/Wireline Portal/Motive (NAC) etc.) to close the SR.
Steps of Closing SR in CRM:
1. Customer receives IVR feedback call from 1218 on landline or registered mobile number
about complaint resolution.
2. IVR asks customer to press “1” if issue is resolved, press “2” if issue is still unresolved.
a) If customer presses “1”, SR will be closed with status as “Closed” and sub-status as
“Verified”
b) If customers press “2” then SR will be re-opened with status “In Progress” and sub-
status will be “Customer Re-opened”
3. System will check CDRs for No Dial Tone complaint and SR will be closed without OBD if
CDRs found.
Note: In case of Broadband, Dialer will dial only three times in a day on mobile number
with two hours intervals and in case of PSTN, Dialer will dial 3 times on mobile number
and 3 times on landline in a day with two hours intervals.
4. If customer doesn’t respond the IVR calls then auto SMS will be sent to customer.
a) Dear Customer, Please verify if your Telephone complaint Number "1-341265993319"
is rectified, reply with "Y" if Not-Rectified reply with "N". PTCL Customer Care.
b) If no response to SMS is received by dialer in 2 hours, dialer will continue to make 2nd
and 3rd attempt of Robo calls with an interval of 2 hours.
5. If customer still doesn’t respond to IVR call then system/region will mark the status of SR
as “NRB Claim/Pending Verification” .
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6. SSC/NRB will call back such customers and close, re-open or re-assign such SRs to
region/SD, based on customer’s feedback/ AAA/CDR availability.
Complaint Registration in CRM:
Step – 1: Login Siebel CRM with provided credentials.
Step – 2: After login we will click on “Account-2”.
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Step – 3: Write customer number on Service ID # and then click on GO button to check details.
We can also check the customer details from Registered Mobile Number if Service ID is not
available.
Step – 4: Click on “Installed Services”. Status must be active to register complaints in CRM.
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Step – 5: Click on “Account Summary” and click on “+” under “Service Request” tab to
register complaint.
Step – 6: Select SR category as “Technical Services” Type as “PSTN” and select the correct
Sub type from drop down menu by following the SOP (Module 16).
Step – 7: Click on SR number to open 360 view of SR information. Enter alternate number and
email address after confirmation from customer. Enter remarks in “Description” and select the
SR status as “In Progress” and Sub Status as “Assigned” to register the SR. Provide last two
digits of SR # to customer as reference and follow up the complaint.
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Audit trail of complaint handling steps
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Module 14: PSTN Complaint Handling (SMP)
SMP is a Customer Service Portal where complaints after troubleshooting could be on-spot
rectified or registered and routed to concerned teams for rectification automatically.
SMP Login Page and URL:
URL: https://smpportal.ptcl.net.pk/portal/csp/
SMP – Dashboard
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SMP – Health Checks
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SMP – Complaint Registration Steps
Step – 1:
 Verify Service ID from customer and enter in SMP Portal

2. SMP will fetch the required initial information (i.e., CRM profile, Billing Profile, AAA Profile,
Line status, Maximo, HPSM, Solarwinds, Voice, IPTV etc.) from backend integrated
systems in Dashboard under “Health Check” as shown below in appended screenshot.
3. If billing is not clear then CCR will check the billing record & number status and will ask
the customer to clear PTCL dues as per SMP on-screen responses.
4. If Maximo data is missing then;
a) For ADSL / VDSL subscriber, In case where Live IP is unavailable then don’t run the
workflow and register manual complaint as per SMP on-screen responses and if IP is
available then click to run SMP work flow.
b) For Flash Fiber subscribers, if Live IP assigned or Without IP
CCR will deal such cases manually as per SMP on-screen
responses.
Step – 2: If there is no pending complaint/SR we will click on Start

Troubleshooting (Once the health check is completed) to diagnose the
reason and to check why customer is facing the issue.
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Step – 3: SMP will run the Work Flow to further diagnose the issue.
✓ Health Check Summary will identify the issue if any (as shown).
✓ CCR will click on “Next” option.
Step – 4:
✓ SMP will show work Flow as customer is calling for which issue?
✓ CCR will Click on Voice if customer is facing issue in his Landline service
Step – 5:
SMP will show Work Flow as that which of the following Voice issue is being faced by customer?
✓ If CCR selects “No Dial Tone” issue

✓ SMP will check SS outage and voice data integrity
✓ In case of No Dial Tone, customer is asked if
he/she is using Internal Wiring or Not? If yes then
customer will be offered for visit and replaced drop
wired and charges will be communicated.
✓ If customer is agreed then SR “No Dial Tone - Internal Wiring related issue” will be registered
in CRM.
✓ If customer is not agreed then “No Dial Tone – Access Copper Related Issue” will be
registered.
Note: In case of any outage at SS (Soft Switch) level SMP will generate outage related SR in
CRM.
Step – 6: SMP will ask to confirm from customer if he/she is using Splitter?
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Step – 7: If CCR selects option of “NO” Step – 8: If CCR selects option “Yes”
✓ SMP will show work flow as kindly ✓ SMP will show work flow as guide
guide customer to use splitter and customer to check cable connectivity
attach cables properly by showing and please make sure that splitter
below appended screenshot. cables are not swapped (connected
into their relevant ports as shown in
below print shot)
✓ After guiding customer CCR will click

on “Next” option. ✓ After above troubleshooting SMP will
✓ SMP will create SR as “Dial Tone ask to confirm from customer whether
Related Issue – No Splitter”. Voice is working now?
✓ If CCR selects “YES” then SMP will
create “QK-No Dial Tone Issue
Resolved-Physical Checks “SR in
CRM.
✓ If CCR selects “NO” then SMP will
create SR as “No Dial Tone-Physical
Checks” in CRM.
Step – 9: CCR will provide TAT of 48 Hours for Complaint registration after adding email, alternate
mobile number and notes.
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Note: If Customer is unable to check splitter wire connection due to non-availability at premises
then we will bypass the probing step of splitter wire connection and will click on option of “NO” for
complaint registration.
Step – 10: If complaint is already available under Pending SR option
✓ We will ask current status of services from customer

✓ We will ask customer if same Issue is being faced or any other new issue? (As shown in
print shot below)
✓ If customer is facing same issue, then we will click on option of “Yes” if customer is not
facing same issue then we will click on option of “No”.
✓ SMP will create QK SR in CRM for same issue as shown below
✓ If a complaint is already available in CRM but customer is facing different issue now
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✓ CCR will tag details in ICMS as per given below path for tagging change of complaint type
after manual troubleshooting (Mandatory)
✓ ICMS→Follow Up→Change of Complaint Type
Note: Same handing steps will be followed for other scenarios and Wireline Services.
Module 15: PSTN Complaint Handling (Manual Complaint Registration

Steps)
Probing questions for all complaints:
✓ Ask the problematic number from customer and check status in CRM.
✓ If bill is not paid then guide customer for bill payment and billing amount
✓ In case if bill is paid then check phone set is connected with wire properly/phone set is
ok
✓ Confirm additional checks (where applicable) before processing complaint
Scenarios:
1. Phone Line Dead Or No Dial Tone:
Symptoms CCR Action Plan
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• Phone line is dead

• Phone line dead when electricity In case of fresh complaints;
unavailable (ONU number) After complete initial troubleshooting and
• Frequently phone line dead probing
(copper number)
• If still facing issue after trouble-
• Dial tone available but no
shooting then register compliant
Incoming & Outgoing calls
“Phone not working - No dial
• If T/wire has broken & T/line
tone” in CRM with complete
became dead
remarks in description/notes
• If there is no dial tone in phone
and provide TAT as per MTTR
line, but incoming call is being
to the customer.
received
In case of repeated complaints;
• Line becomes active when user Don’t start probing from initial stage, check
dials his landline number from complaint history in CRM and drive the call
another line otherwise remains accordingly.
dead
Probing:
If customer is facing FAX issue, then ask customer to check phone line if phone line is dead then
follow CCR Action Plan and register complaint according, if dial tone is fine then ask customer to
get his/her FAX machine checked.
2. Busy Tone/Engaged Tone:
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In case of fresh complaints;

After complete initial troubleshooting and
probing
• Busy tone for caller (Without shooting then register compliant
dialing any number after picking “Phone not working - Busy
the Receiver tone” in CRM with complete
• Dial Tone is fine but facing busy remarks in description/notes
tone on incoming and outgoing and provide TAT as per MTTR
calls to the customer.
In case of repeated complaints;
Don’t start probing from initial stage, check
complaint history in CRM and drive the call
accordingly.
Probing:
Ask to disconnect phone extensions (if using).and check.
3. Noise (Distortion) in Line:
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In case of fresh complaints - For Single Play

User
shooting then register complaint
“Phone malfunctioning - Noise
in line” in CRM with complete
remarks in description/notes and
provide TAT as per MTTR to the
customer
For Double Play User – Modem is turned off
but issue persists
• User is facing Noise/Distortion
“Phone malfunctioning - Noise
problem (Single Play
in line” in CRM with complete
Customer)
remarks in description/notes and
• User is facing Noise/Distortion provide TAT as per MTTR to the
problem with DSL only (Double
customer
Play Customer)
For Double Play User – Modem is turned off
and issue is resolved
“No Browsing - Splitter/LAN
Cable Faulty” in CRM with
complete remarks in
description/notes and provide TAT
as per MTTR to the customer.
In case of repeated complaints:
• Don’t start probing from initial
stage, check complaint history in
CRM and drive the call accordingly
Probing: Ask customer to turn off the modem and check problem again (for double play customer
only).
4. Phone malfunctioning Cross talk
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Do the complete trouble shooting according to
probing and scenario wise.
shooting then register compliant
• 3rd person voice is heard in “Phone malfunctioning - Cross
conversation talk” in CRM with complete
• Voice Privacy Issue remarks in description/notes and
• When different numbers are provide TAT as per MTTR to the
being displayed on CLI without customer
any Call In case of repeated complaints:
stage, check complaint history in
CRM and drive the call
accordingly.
Probing:
Confirm from customer that do you hear someone else talking if yes then CCR will follow Action
Plan and register complaint accordingly.
5. Phone malfunctioning Call Drop
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probing
“Phone malfunctioning - Call
• If customer is facing Call Drop drop” in CRM with complete
issue during conversation remarks in description/notes and
provide TAT as per MTTR to the
customer.
• Don’t start probing from initial stage,
check complaint history in CRM and
drive the call accordingly.
Probing:
✓ Ask customer whether he/she is facing Noise or Cross talk issue as well.
o If yes then follow the SOP of Noise (Distortion) or Cross Talk Issue.
o If no then follow the CCR Action Plan and register complaint in CRM accordingly.
6. Incorrect CLI-Number Mismatch
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probing
“Incorrect CLI - Number
• User is facing Line Exchange mismatch” in CRM with complete
problem remarks in description/notes and
• CLI Number and User provide TAT as per MTTR to the
Number is mismatch customer. Also, mention CLI which
is wrongly patched with the actual
number in CRM description/notes
• Don’t start probing from initial stage,
check complaint history in CRM and
drive the call accordingly.
Probing:
✓ Confirm the CLI number & Customer’s service ID/user number

✓ Check the status in CRM, in case his number is migrated to ONU then update customer
accordingly.
✓ If number is not migrated then follow CCR Action Plan and register the complaint
accordingly.
7. Incoming & Outgoing issue due to Single Ring:
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probing
shooting then register
compliant “Unable to
receive/dial call - Single
• Facing incoming or outgoing issue Ring” in CRM with complete
• Getting just 1 ring and auto call remarks in description/notes
received and provide TAT as per MTTR
to the customer
stage, check complaint history
in CRM and drive the call
accordingly.
8. Incoming/Outgoing Calls Issue:
Symptoms Probing
• Check VAS services in CRM

under Installed Service tab, i.e.
• Unable to dial an International “Code baring”, “STD” and “ISD”
Destination number services should be “Active” for
• Unable to dial Nationwide Landline nationwide and International
Numbers calling numbers respectively
• Unable to dial Mobile/Different • If “Code baring”, “STD” and
networks “ISD” services are not
• Unable to dial any call activated then transfer call on
• Unable to receive a call billing queue for service
• Unable to receive call due to activation
continuous ringing • If above mentioned services
are activated then follow CCR
Action Plan
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• Call Divert Immediate VAS

Service should not be activated
in CRM (for Incoming Issues
only)
• If active then transfer customer
to billing queue for deactivating
the mentioned VAS
CCR Action Plan - In case of repeated complaints:
Don’t start probing from initial stage, check complaint history in CRM and drive the call
accordingly.
CCR Action Plan - In case of fresh complaints:
After complete initial troubleshooting and probing
✓ If customer is unable to dial International Calling Number then after troubleshooting

register (In Progress/Assigned) complaint “Unable to dial ISD number - Switching
issue” in CRM with complete remarks in description/notes and provide TAT as per MTTR
in CRM.
✓ If customer is unable to dial Nationwide Landline Calling Number then after
troubleshooting register (In Progress/Assigned) “Unable to dial NWD number -
Switching issue” in CRM with complete remarks in description/notes and provide TAT
as per MTTR in CRM.
✓ If customer is unable to dial Mobile/Different Networks calling number then after
troubleshooting register (In Progress/Assigned) complaint “Unable to dial Mobile/diff
network-Switching Issue” in CRM with complete remarks in description/notes and
provide TAT as per MTTR in CRM.
✓ If customer is unable to dial any number then after troubleshooting register (In
Progress/Assigned) complaint “Unable to Dial any Number -Switching Issue” in CRM
with complete remarks in description/notes and provide TAT as per MTTR in CRM.
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✓ If customer is unable to receive call then after troubleshooting register (In

Progress/Assigned) complaint “Unable to receive call - Switching Issue” in CRM with
complete remarks in description/notes and provide TAT as per MTTR in CRM
✓ If customer is unable to receive call then after troubleshooting register (In
Progress/Assigned) complaint “Unable to receive call - Continuous Ringing” in CRM
with complete remarks in description/notes and provide TAT as per MTTR in CRM.
9. CLI

Do the complete trouble shooting according
to probing and scenario wise.
shooting then transfer call to
• Calling number is not displayed on billing queue to concerned
handset team for registration CLI
• Weak pairs related complaint under Value
• Handset Battery Issue Added Services SR category.
stage, check complaint history
in CRM and drive the call
accordingly.
Probing:
✓ Check if CLI is active as VAS under PSTN Installed Service.

✓ If CLI is not active then transfer call to billing queue for activation.
✓ If CLI is “Active” then ask customer to check phone batteries (should be properly inserted
and charged).
Page 72 of 75
Each CCR is bound to put remarks in Notes while registering complaint in Siebel CRM
(manually).
If customer is facing Noise and Call Drop issues simultaneously then register Noise
complaint.
If customer is facing Noise and Cross Talk issues simultaneously then register Cross
Talk complaint.
If customer is facing Cross talk and Number Mismatch issues simultaneously then
register Incorrect CLI - Number mismatch complaint.
If customer is facing noise issue and dial tone is not confirmed then register No Dial Tone
complaint.
If there is no dial tone in T/line and customer dials his/her landline number from other
number (Mobile/Landline) and call is being connected to another destination, then register
Incorrect CLI - Number mismatch complaint.
Register Cross Talk complaint if incoming is blocked and there is cross talk when dial
calls OR when different numbers are being displayed on CLI without any Call & when user
picks up the cradle then no call is being connected.
Register Noise complaint if there is one way speech when receiving or dialing OR if these
is low volume from both sides even set has been changed and line is clear properly.
If Corporate client wants to register his complaint regarding his number or wants to get
any new number like (DXX, ISDN, UAN, Toll Free & 0900) then check the status of
Corporate services from Installed Services and transfer the call to related DN for
Corporate Services Support Department and educate customer to dial 1260 for next time.
Each CCR is bound to drive customer’s call with proper pronunciation, Tone, Voice,
Speed, Extreme courtesy and empathy.
Page 73 of 75
Module 16: Important Wrap Up Codes Of Complaints
Wrap Code Category New Wrapup Code

Complaint Incoming/Outgoing issue-Single Ring
Complaint Incorrect CLI-Number Mismatch
Complaint Internet Not Working-Slow Browsing
Complaint Phone Malfunctioning-Call Drop
Complaint Phone Malfunctioning-Cross Talk
Complaint Phone Malfunctioning-NE Battery Backup
Complaint Phone Malfunctioning-Noise In Line
Complaint Phone Not Working - No dial tone
Complaint Phone Not Working-Busy Tone
Complaint PSTN Archived But Never Applied
Complaint PSTN Archived But Not Installed
Complaint PSTN Deployed But Not Active
Complaint Unable To Dial Any Number
Complaint Unable To Dial International Number
Complaint Unable To Dial Mobile/Diff Network
Complaint Unable To Dial Nationwide Numbers
Complaint Unable To Dial Specific Number
Complaint Unable To Receive Call-Continuous Ring
Complaint Unable To Receive Calls
Page 74 of 75
Module 17: Glossary
Sr. No Terms Abbreviation/Details

1 TAT Turn Around Time - Maximum tome required to resolve issue
2 SR Service Request - Complaints & Requests in CRM
3 CLI Caller Line Identification (PSTN Complaint Handling)
4 CRM Customer Relationship Management
5 CCR Customer Care Representative
6 VAS Value added service
7 PSTN Public Switched Telephone Network (Landline)
8 BB Broadband (Internet)
9 Single Play Only Landline user
10 Double Play Landline + Internet user
11 Triple Play Landline + Internet + IPTV Smart TV user
12 IPTV Internet Protocol Television (Smart TV)
13 NWD Nationwide Dialing
14 SOP Standard Operating Procedures
Page 75 of 75

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PTCL Product Training Manual for New Batch – PSTN Module – Day 02

Module 01: In-bound Information Services and Order Registration ...................................................... 3

Module 02: Qualification Criteria ............................................................................................................... 4

Module 03: Step-wise guidelines of New Order Placement .................................................................... 5

Module 08: Value Added Services (PSTN VAS) ..................................................................................... 32

Module 09: VAS Bundle ............................................................................................................................ 35

Module 10: CODES FOR ISD/STD ............................................................................................................ 37

Module 11: ISD activation process .......................................................................................................... 40

Module 12: KYC & E-Billing...................................................................................................................... 42

Module 13: PSTN Complaint Handling .................................................................................................... 50

Module 14: PSTN Complaint Handling (SMP) ........................................................................................ 57

Module 16: Important Wrap Up Codes Of Complaints .......................................................................... 74

Module 17: Glossary ................................................................................................................................. 75

After reading the below modules you will be able to:

• Understand the process to place order and profile creation of the

Module 01: In-bound Information Services and Order Registration

Key steps in the process are:

Module 02: Qualification Criteria

a) Credential type CNIC should be selected (Customer credential will be considered as

b) Valid cell numbers (03999999999, 03333333333, 11111111111 etc. landline number

Module 03: Step-wise guidelines of New Order Placement

Step-1: Click on “Account-2” and then “New Individual Customer Account”

Step-2: Click on + sign.

Step-3: Enter CNIC and its issuance date.

Step-5: Click on Copy info to fetch billing address

Step-7: Click on Copy info to fetch Service Installation address

Step-8: Select Correct Region and Division

Step-11: Click on “Confirm Account”

Step-12: Click to Close Window.

Step-13: Click to Verify from NADRA

Step-15: Click on view Services

Step-16: Click on New Connection

Step-18: Click on + to add new Line Items

Step-19: Click on created button

Step-20: Click on PTCL Standard Subscription and press OK.

Step-21: Click on Customize Button

Step-22: Click to Customize PSTN Services

Step-23: Select ISD/STD As per Customer requirement and add CLI.

Step-24: Click on PTCL Standard Subscription to go back on main page

Step-25: Add Broadband and Click on Customize Button

Step-26: Select the desired BB Package. Click on “Done”.

Step-27: Add comments.

Step-28: Press the Submit button.

Step-29: Order has been successfully submitted.

Step-30: Feasibility status & Upfront Payment details.

Module 04: Booking Of Multiple Orders – Handling Guidelines

Module 05: Order Placed Without Customer's Consent & Helpline

Order Verification/Status Steps:

CCR will check the order status from Account Summary

Module 06: Complaint Registration Guidelines Related to Orders

Sr. # ID under “PTCL Modify By” Channel Complaint To be Processed

Phone-In/Walk- CCR will tag details in CRM by creating SR

CCR will tag details in CRM by creating SR

Note: Link for TAT http://10.192.5.15/ib/tat-and-charges/

e) Post Archival-Never Applied Related Cases:

1. CC Staff will create "Provisioning Complaint" Complaint by select “Post Archival-Never

Customer Not Reachable-Never Applied (CC Team)

f) Centralized Investigation Unit Guidelines:

Helpline Investigation – Claim Valid (CIU Team)

Module 07: Smart TV Order Placement Procedure with OLD STB

ERIC 33CODE02# #33CODE# 33CODE04# 99oldcodenew#