Call Management Services

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 Module Objectives

By the end of this module you will be able to:

List the various Call Management services of Airtel.

Describe these services.

Identify situations when customers can use these services.

Respond to customer queries on these services.

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 Call Management Services

Caller Line Identification Presentation (CLIP)

Caller Line Identification Restriction (CLIR)

Call Waiting and Call Hold

Call Conference

Call Divert

Enhanced Full Rate - EFR

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 Caller Line Identification
Presentation (CLIP)

Enables the display of the callers number on

the mobile screen of the subscriber.

The facility is available free of cost to Airtel

prepaid subscribers.

Airtel postpaid subscribers are charged

Rs. XX (as per the circle customer belongs to)
as a monthly subscription for this service.

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 Benefits of CLIP

The subscriber can identify the caller.

Can reject any call if wishes not to answer

Can save airtime on calls that he does not want to answer (in
roaming).

Can save the incoming number directly in the phone book.

Will know the numbers if he ever has missed any calls, and
can call back on those numbers.

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 CLIP Display Format

+<Country Code><City Code><Phone Number>

Example: A call from a landline number 22437899 will be

displayed as +91222437899.

A call from a mobile number 9890045677 will be displayed as

+919890045677.

If the callers number is entered in the phone book of the

subscriber, the name flashes on the mobile screen.
If, the call is coming from a manual exchange, then the
number cant be displayed.

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 How to Apply for CLIP?

Mention it on the Subscription Enrolment Form.

Or

Contact any Airtel Relationship Centre

Or

Contact Airtels Customer Care and give a verbal request

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 Caller Line Identification Restriction (CLIR)

Enables the subscriber to withhold his number from

being displayed on the phone screen of the person he is
calling.
Private
The called party will see Private Number Calling OR Number
Calling
Unknown Number etc.

However if the Person with CLIR facility sends a SMS to

any person his number will be shown in the SMS.

It is available to postpaid subscribers only and a

monthly subscription of Rs. XXX is charged for this
service.

Note:
CLIR has been discontinued for both new as well as existing subscribers.
In case of any VIP/VVIP requests, we need to take CFO and CEO approval for the same.

Incase the customer needs it then he needs to submit No Objection Certificate from Police
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 Benefits of CLIR

Subscriber can make calls without revealing

his identity to the receiver.
Private
Number
Lesser chances of call rejection. Calling

Confidentiality is maintained.

Helpful for people of certain professions.

Eg: VIPs, Film stars, Politicians etc.

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 How to activate?

Go to Settings menu
I.

Select Call Settings

Set Own number sending On/Off

II.
Call <#31#> <mobile number> -- To hide the
mobile number (only if own number sending is on
in the handset).

Call <*31#> <mobile number> -- To show the

mobile number (only if own number sending is off
on the handset).

(To be done each time) Not Applicable for Maharashtra

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 Call Wait/Hold

Alerts the subscriber about other incoming calls while he is taking a

call. It helps him to put the call-in-progress on hold and answer or
reject the incoming call.

The person who has a call waiting facility, will hear an audible beep
indicating that there is a caller waiting for your response. The mobile
screen will also flash the second call number/name on the screen.

This service is available to the subscribers free of cost.

Call Waiting

Activated

Menu Select

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 Benefits of Call Wait/Hold

Ensures that the subscriber does not miss any call.

Subscriber can receive two calls simultaneously.

Can talk to two people simultaneously by swapping between

them.

No charges/deposits/rentals.
Call Waiting

Activated

Menu Select

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 How to Activate? Call Waiting
Activated

Press *43# YES/OK (only once). Menu Select

How to Deactivate?

Press #43# YES/OK (only once).

Call Waiting

Deactivated
Menu Select

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 Alternative way to Activate/Deactivate from Handset

Go into the Menu

Select Settings

Select Call Settings

Select Call Waiting

Select Activate Select Cancel

(To Activate Call Wait/Call Hold) (To Deactivate Call Wait/Call Hold)
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 Call Conferencing

This service is available only for Airtels

postpaid subscribers.

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 Call Conferencing

This service is handset dependant and also operator should provide it

Conference can happen within maximum 5 people in a group.

The subscriber needs to first set up the teleconference ensuring all

participants are on standby.

The customer then sequentially brings them into the conference.

Each party will hear the whole conference regardless of who is speaking.

Any party can drop out of the conference at any time.

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 Call Conferencing

1 Originator can call 3 people and 1 more person can be called in the
conference by the Originator

Whenever the Originator is talking to that 4th person the rest of the four
are put on hold but they can still conference with each other.

In Airtel we have the concept of 1 + 3 + 1.

The originator can make upto 3 outgoing calls. The last call can either
be an incoming call or an outgoing call.

Call Conference is not offered to Maharashtra and Goa post-paid customers till further notice.

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 Call Conferencing Benefits

This service is of great use to professionals. It helps them to:

Conduct business on the move.

Save time in calling meetings.

Save on travel time for all the parties involved.

Reach decisions that involve many parties faster.

STD/ISD calls can be included in conferences.

Works while roaming. (Provided the network

supports it. The Airtel network always has it.)

Supporting handsets are Nokia- 8310, 6510, 9110, 9210, Siemens C- 35, and S-35.
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 Call Conferencing

Application & Activation

A subscriber can apply for this service by:

Mentioning it on his subscription enrolment form.

Contacting any Airtel relationship centre

Contacting Airtel Customer Care Centre and giving a verbal

request.

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 Call Conferencing

Application & Activation

The customer care executive at the ARC or at the Customer Care

Centre enters the request into ARBOR to get the service activated.

However, before offering this facility to the subscriber, an

approval form needs to be filled and forwarded to SMG and risk &
credit.

The SLA for the same is 24 hours.

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 Call Conferencing

User Charges

No monthly subscription fee is charged for this service.

The airtime, wherever applicable is also charged depending on the

subscribers tariff plan.

Each call in the conference is timed for the duration of participation

in the conference and charged accordingly.

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 Call Divert

This service is available to Airtels prepaid as well as postpaid

subscribers.

By using this service, the calls can be diverted to airtel mobile or

voice mail numbers.

Call Divert
Divert all Calls
Menu Select

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 Call Divert

This service can be used in the following scenarios:

Unconditionally i.e., for all calls to be diverted.

When the cell is busy.

When the call is not answered (number of seconds can be defined).

When the cell is switched off or there is no coverage.

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 Call Divert Benefits

Subscribers can:

Transfer the calls to another number (mobile within the same

circle) or voice mail.

Ensure that the calls are handled in the manner he wants.

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 Call Divert Activation

Handset Select Menu Options

Menu Options Call Divert

Call Divert Options*

Select Option Enter Divert Number

Press OK

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 Call Divert Options

* = > The various call divert Options are:

Divert all calls.

Divert when busy.

Divert when call is not answered.

Divert when the phone is off/no coverage.

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 Number Format

The number to which the calls are diverted needs to be entered in

the normal format and not in the GSM format.

The normal format is:

Airtel Maharashtra Subscribers can divert only to following:

Cannot be diverted to Local PSTN

Local Airtel and Idea GSM Mobiles

Call Divert
Number:
98900456785 (Airtel Mobile). 9890011221

+91555 (Voice Mail) Search Back

+91567 (Always On)

675 (Missed call alert) 30

Call Divert Deactivation

Handset Select Menu Options

Menu Options Call Divert

Call Divert Options*

Select Option Cancel All Diverts

Press OK

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 Short Codes

Phone Status Dial

For Activation For Deactivation

Busy **67*number# #67#

No reply **61* number # #61#

Switched off/Not **62* number # #62#

reachable

Unconditional divert *002# ##002#

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 User Charges

There is no monthly subscription for using this service.

If the call is diverted to another mobile number then,

Charges = Outgoing charges (M2M) as per the bill plan.

If the call is diverted to the Voice Mail Services then,

Voice Mail (+91555) Charges = Rs.1.50/min

Always On (+91567) Charges = Rs.1.50/min

Missed call alert (675) Charges = Monthly subscription service

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 Enhanced Full Rate

This service is available to both the prepaid and the postpaid

subscribers of Airtel.

This service enhances the quality of speech by capturing

better signal inputs on the subscribers handset.

This service is mostly supported by Phase II handsets.

(e.g. Nokia 3310, 3315 etc., Sony Ericsson T100, T310 etc.).

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 Activation
To activate the EFR service:
Dial *3370# and Press OK

The handset restarts itself with better signal capture and

more voice clarity.

Deactivation
To deactivate the EFR service:
Dial #3370# and Press OK

The handset restarts itself and gets restored to the

original settings.

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 User Charges

The service is available to Airtel subscribers free of cost.

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