Random Reward Offer

This information is for all channels Voice and Non-Voice.

Brand Promise:
Value Proposition:
Campaign Mechanics:
Offer Mechanics:

Following rewards will be randomly assigned to loaders based upon probabilities mentioned
day)
The campaign is for all Djuice and Talkshawk Price Plans.

Recharge Band

Probability

A: Less than Rs. 50 PKR

5 MB

50%

5 MBs and 5 SMS

50%

B: Rs. 50 99 PKR
10 MB's & 20 SMS

50%

10 MB's & 100 SMS

30%

10 MB's & 10 Onnet

10%

10 MB's & 25 Onnet

5%

50 MB's & 50 Onnet & 50

SMS

5%

C: Rs. 100+ PKR

20 MB's & 100 SMS

50%

20 MB's & 500 SMS

25%

20 MB's & 20 On-net

15%

20 MB's & 50 All Network Min

5%

100 MB's & 100 On-net & 100

SMS

5%

Note: MBs would work on 2G + 3G + 4G areas.

Target Base
All Djuice and Talkshawk Customers who recharge
Subscription Method
Self Channel
No Activation Required
Un-Subscription Method
Cannot be unsubscribed
Self Channel
Charges
Activation
No charges
Offer Details/Benefits

Validity

Same day till Midnight (12:00 AM)

Verbal Information

Agent would answer customers specific query and would also guide customer that information
message.
Mutually Exclusive

The offer is not mutually exclusive with any offer

Upsell Status (For Consumer Contact Cente

Not Applicable
Other Details (If Any)

Customers who recharge on any day during the campaign duration will get random reward
of the day. No dial code or string is needed to avail the rewards and the rewards posted wil
This campaign is for all prepaid price plans Talkshawk & Djuice (all prepaid customers who
This is a global offer with no opt-in required. Provided bonus will not be confiscated upon m
This campaign is not applicable on EasyCard (Easy scratch card and Easy Card load), Intern
This is an ATL campaign, with ATL for the offer starting from tomorrow (Sep 16, 2016)

Complaint Handling:

If Bonus posted is confiscated/not posted due to system issue than Usage_Campaign SR will be
For Wrong deduction compliant make Wrong D SR

WHATSAPP OFFER
We will be launching WhatsApp bundle Offer in
order to get 100MBs per week WhatsApp in Rs.5.

Campaign Mechanics:
Users can access WhatsApp for the whole week by
simply dialing a USSD String
Target Base
All Prepaid Telenor Subscribers (Talkshawk, Djuice &
Business Prepaid)
Subscription Method
Self-Channel

Customer Services/Channel

*345*991#
Un-Subscription Method

N/A

Self-Channel

Customer Services/Channel

There is no option to deactivate WhatsApp offer.

Charges
RS. 5

N/A

Activation

Usage/Renewal Charges

Activation Charges Rs.5

N/A

Offer Details/Benefits
Users can access WhatsApp for the whole week
Validity
7 Days
Verbal Information
Communicate following mandatory information related
to the Offer:

Subscription Charges with Tax

Offer / Bundle Validity
Offer / Bundle subscription String

Mutually Exclusive
No this offer is not mutually exclusive with any other
offer
Other Details (If Any)
Customer will receive following notification:
On Activation: Aap ka WhatsApp bundle activate kar
dia gaya hai. Bundle ki miyad 1 din hai

On Expiry: Aap ka WhatsApp bundle khatam ho

chukka hai, dobara activate karnay kay liye *345*991#
milayen

Complaint Handling:
Please follow the below complaint handling
Process ;

If customer is unable to subscribe the service

then agent will make the SR of
USSD/ USSD_Offer_Not_Available.
If service is activated and charges have been
made but still customer is unable to use the
service then agent will make the SR of
WRONGD_Talkshawk or WRONGD_DJUICE.
If service is not being use then make relevant
SR of Internet_URL_offer

Ticky Pack Offer

Applicable For: Talkshawk and Djuice

Talkshawk Ticky Pack aims to provide our customers the flexibility to choose an offer of
through a single IVR menu 5544, at a price point of Rs.7 inclusive of tax.

Campaign Mechanics:
Applicable for talkshawk and djuice customers (with different offers being initially offered fo
Segments)
Customers shall dial an IVR 5544 and choose any offer of their choice
The IVR code is free of charge
Once customers choose an offer, they shall be charged Rs. 7 inclusive of tax which is the pr
offer individually
Customers can avail any Talkshawk Ticky Pack offer multiple times in a day.
Call setup shall be applicable on free resources of any of Talkshawk Ticky Pack offers and sh
Every 100th successful subscription on the IVR gets 50% discount on the subscribed offer
Offer Shout

Subscribe to an offer of your choice for just Rs.7 inclusive of tax on IVR 5544

Price Point

All Ticky Pack offers are priced at Rs.7 inclusive of tax

Talkshawk Ticky Pack Offers

Talkshawk
Sr

Offer

Details

Hourly Offers

Unlimited On-net Mins and 200MB

internet for next 2 hours*

Call Bundle

50 On-net minutes

All-network
Bundle

15 all-network minutes

Validi
ty
2
hours
Same
day
Same
day

Price (tax
incl)

String

Rs.7

N/A

Rs.7

*345*05
0#

Rs.7

N/A

*There is no time window exclusion for subscribing to our hourly offer and it can be subscribed any
the day

From customer communication point of view, we will only be communicating the Rs.7 price point a
offer of your choice shout, to let the customers explore the IVR channel on their own.

Djuice

To ensure that djuice subscribers dialing the IVR code get to subscribe to an offer as well, the follo
will be available to them:

Sr

Offer

Details

Call Bundle

50 On-net minutes

Validi
ty
Same
day

Price (tax
incl)

String

Rs.7

*345*05
0#

Discounts
To keep an element of surprise and the make the Talksawk Ticky Pack offer even more interesting,
keeping an element of discount

Every 100th successful subscription on the IVR will get 50% discount on the offer price, that

will get the offer Rs.3.5 instead of Rs.7

IVR Charges:

In order to encourage customers to call the IVR leading to increased offer uptake, we will be keepi
free of charge.

Self Channel
N/A
Self Channel
N/A
Activation
N/A

Target Base
All Talkshawk and Djuice
Subscription Method
Customer Services/Channel
N/A
Un-Subscription Method
Customer Services/Channel
N/A
Charges
Usage/Renewal Charges (Where App
N/A
Offer Details/Benefits
As above
Validity
N/A

Verbal Information
o

Mutually Exclusive
No
Other Details (If Any)

Complaint Handling:

If customer is unable to subscribe the service then agent will make the SR of Ticky_Pack_Offe
If service is activated and charges have been made but still customer is unable to use the servic
will make the SR of WRONGD
For confiscation issue , agent will make Bundle_Complaint.

WORK CODE

Description

Owner

SMS
Enabled

TAT in CRM

Ticky_Pack_
Offer

;MSISDN;

CCDNOC

Yes

95 Hours

;Error;

Key
Chang
e ::
Region
Based
Taxati
on in
other
Region
s (To
Be
Imple
mente
d on
Sept
27,
2016)

As we have already communicated that region based taxation would be implanted in all p
implemented in AJK (Azad Jammu Kashmir), Sindh, FATA/PATA, and GB on Sept 27

In order to create awareness in customers about this change, following Bulk SMS have be
25th Sept 2016 as well.

Base
Sindh

Moaziz Sarif, 27 September se Sindh se ki jane wali calls aur SM

AJK

Moaziz Sarif, 27 September se Kashmir (AJK) se ki jane wali calls aur SM

GB

Khushkhabri! Moaziz Sarif, 27 September se Gilgit Baltistan se

FATA

Khushkhabri! Moaziz Sarif, 27 September se Qabaili Ilaqajaat(FATA

PATA

Khushkhabri! Moaziz Sarif, 27 September se Qabaili Ilaqajaat(PATA

FATA/PATA

Moaziz Sarif, 27 September se Qabaili Ilaqajaat (FATA aur PATA) se kiye ja

charges ki k

FATA/PATA

Moaziz Sarif, 27 September se Qabaili Ilaqajaat (FATA au

GB

Moaziz Sarif, 27 September se Gilgit Baltistan s

All Regions and their Tax Percentages:

Region

ICT
(Already
Implemente
d)

AJK
(To be implemented
on Sep 27, 2016)

FATA/PATA
(To be implemented
on Sep 27, 2016)

WHT(Advanced
income tax)

14%

14%

0%

Surcharge
%age on
Recharge

10%

10%

15%*

18.50%

18.50%

0%

FED on
voice/SMS/surc
harge

(To
o

18.50% FED is already implemented in ICT.

There would be no change in taxation in Punjab, Baluchistan and KPK as same taxa
In above mentioned table, yellow highlighted values show new tax percentages. No
This information is for all channels (Voice and Non-Voice).
Detailed communication along with calculator, cell site IDs, Tariff table and FAQs ha

Device Team is proud to announce the latest additions to TPs device portfolio:
Telenor 4G handsets Infinity a, Infinity e & Infinity i. Please find
below details:

Campaign Details

These handsets will be available for ordering from 29th-October-2016 and formal sale can be kicked off fr

Accessories:

Accessories of the handsets will be available for ordering from 1st week of October 2016

The accessories would include battery, USB cable, screen protector, charger and ear phones
Specifications:
Please find below specifications for all 3 models.

Offer Details:

Warranty Process:

Telenor customer will be given Rs. 100 balance, free 500 MBs internet &
500 additional MBs for Telenor Pocket TV every month for first 3
months on purchase of Telenor Infinity series. Few important points regarding
offer are mentioned below:

Offer will be valid for both Talkshawk & Djuice customers

Offer will be available for both new & old SIMS.
Customer has to dial *345*003# to avail the offer
Bundle will be posted automatically
Customer has to put Telenor SIM in slot-1 to avail the offer
Bundle posting lag may be up to 24 to 48 hours
o Bundle is posted at 10pm every night
o Person switching on after 10 pm will be posted bonus next day
at 10 pm

After sales services of these dev

vendor i-e Advanced Telecom
from Device Management S
attached for reference

12 Months warranty will be ava

3 months warranty will be give

Warranty claim process remains

information from Siebel if customer complaints for bundle not posted or bundle confiscatio
If customer has changed package plan after dialling the string then bundle will get confisca
Agent will NOT make SR in this case and will guide the customer accordingly

WORK CODE
Telenor Own Device

Description
;MSISDN;
;IMEI#;
;String Dialed(Y/N);
;Handset Model;

Owner

SMS
Enabled

CCDNOC

Yes

If customer is unable to dial USSD agent will generate USSD SR.

If customer is unable to subscribe the offer and is receiving response that offer is not avail
"USSD_Offer_Not_Available".
If bundle not posted after dialing String agent will generate SR of Telenor Own Device.
If customer is facing issue in using the Pocket TV service. Agent will generate SR of Pocke
If customer is facing slow browning/ No browsing agent will follow normal internet process.
If Customer is complaining regarding bundle confiscation then report in "Bundle_Complai

Telenor 4G Infinity i
o

Telenor 4G Infinity i 4 IPS Display, 5MP AF & 2 MP front camera, Processor 1 Ghz Quad Co
Marshmallow 6.0

Buy Telenor 4G Infinity i and get Rs. 100 balance, 500 MBs for internet & 500 MBs for Tele

Telenor 4G Infinity i khareedain aur Rs. 100 balance, 500 MBs internet aur 500 MBs Teleno
tak

Telenor 4G Infinity e:
o

Telenor 4G Infinity e: 5 MP & 8MP Back Camera, 4.5 IPS Display, OS Android Marshmallow
Core, 1GB RAM

Buy Telenor 4G Infinity eand get Rs. 100 balance, 500 MBs for internet & 500 MBs for Tele

Telenor 4G Infinity ekhareedain aur Rs. 100 balance, 500 MBs internet aur 500 MBs Teleno
tak

Telenor 4G Infinity a:
o

Telenor 4G Infinity a : 13 MP back & 5MP front Camera, Processor 1.3 GHz Quad Core, 2G
6.0

Buy Telenor 4G Infinity a and get Rs. 100 balance, 500 MBs for internet & 500 MBs for Te

Telenor 4G Infinity a khareedain aur Rs. 100 balance, 500 MBs internet aur 500 MBs Teleno
tak

Process Ends

Key Launch::
Connect ID
for My
Telenor App
& Telenor
Website

Please be informed that Telenor Website and My Telenor App login credentia
Connect ID. Customers who are already using Capture can login through same
remember different usernames and passwords. Please do not take complains of

Activity Time:
10PM till 6AM

Outage Time:
12:00 4:00 (Connect patch)

Impact:
Degradation of telenor.com.pk (Login) and My Telenor App.

Please find below details of Login through Connect ID. All other processes for Tele

1 User will go to Telenor WEB/APP, and find an option to SIGN IN WITH CONN
2. User will go to the Connect interface where he will enter his MSISDN

3. On entering MSISDN user must be able to enter verification code (OTP) an

4.

On entering correct information user will be registered on Connect and T

Telenor APP.

APP HomeScreen

5.

In case for OMOs users account will be created on Connect but he will no
with Telenor Pakistan number. In case of multiple numbers on connect, b

My Telenor APP

Complaint Handling:

Issues
Cannot login
PIN not received

OTP not received to Users Mobile while resetting

password.
OTP not received to Users Email while resetting
password.
Facing issue in Registration
( PIN,Captcha,Email,second number)
Facing issue in Log In
Unable to check user registration status.

For above mentioned issues Agent will make below mentioned SR

For My Telenor App

o My Telenor App_Connect
For Telenor Website
o Website Issue_Connect

FCA - Free Internet Offer

Applicable For: All Prepaid Channels (Voice & Non Voice)

Following are the details for reference:

Campaign Mechanics:
Detailed Mechanics of the offer are given below:
Target Base
All new Prepaid subscribers and Prepaid Ported in customers who activate their SIM on or
Subscription Method
Self-Channel
Custom
No subscription Required
No su
Un-Subscription Method
Self-Channel
Custom
Cannot be un-subscribed
Cann
Charges
Usage/Re
Activation
No Activation Charges
Offer Details/Benefits

500 MB Internet (2G+3G+4G) and Full balance would be received on each recharge (withou
Validity
10 Days
Verbal Information
Verbal
Information
Communicate following mandatory information related to the
Offer:

Urdu

Agar aap ne apni SIM 1 st Sep ko ya us ky bad activate ki hai tu ap MUFT 500 MB (2G,3G and 4G) i
kr saktay hain. Sath hi 10 din tak her recharge per poora balance baghir katoti ke hasil Karen. T
first you need to make any charged activity from your new SIM.
English

If you have activated your SIM on or after 1 st Sep, you can have Free 500 MB (2G,3G and 4G) inte
get full recharged amount on every recharge for 10 days. Offer se faida uthane ke liye phele ney
activity kerna zaruri hai.

Mutually Exclusive
No mutual Exclusivity

;
The offer is non-optional and will be activated by default. All prepaid FCA
subscribers (Telenor FCA customers and Ported in customers) will get this
offer by default when they activate their SIM but customer has to perform a
charged activity to get 500 MB internet and full recharged amount.
500 MB internet would be given to customer for one time. The validity of this
internet bundle is 10 days
For first 10 days, on every recharge, customer would get full recharged
amount and no tax would be deducted. It means if customer recharges Rs.
100, full amount of Rs. 100 would be transferred to customers account
Validities of recharged amount would be normal and there would be no
change in validity of recharged amount
There is no requirement of Minimum and Maximum recharge
This offer is not applicable on easy card (load and card), Smart share, Internet
easy load and emergency Loan
Upon recharge, customer will get usual message which stated as (eg if

customer recharges Rs. 30)

30 rs amount ke easyload karne kashukria. 22.73 rs (Tax Katney k
Baad) aap k account main daal diye gaye hain
Bonus posting on 30 Rs sms would be:
Congratulations you have been given 7.27Rs
prepaidbalancesubaccount. You can use this for 7426 days till 01-012037.
It is important that validity of recharged amount would be normal (as per
defined matrix) so if customer refers to above mentioned sms, please guide
him that validity of recharged amount is normal and he can confirm it by
dialing *444# USSD.
Please note that once customer recharges his account through scratch card
and easyload, full balance would be transferred to customer in the one go,
however, 2 messages (mentioned above) would be sent to customer.
There can be delay in receiving recharged notification, however, full amount
of recharge is transferred instantly.
If customer does not receive full amount of recharge within 30 minutes of
recharge (confirm from system), please proceed to below mentioned
complaint handling.

Missed Call Alerts

Applicable: For Both Prepaid & postpaid
Validity:
Prepaid: Weekly
Postpaid : Monthly

Charges:

For Prepaid: Activation charge : 30+

35.85 Incl. tax)
After 60 days 3.99+Tax / week (Rs. 4.7
For Postpaid : Rs.30+Tax/month (Rs.

What is this Service?

Telenor introduces another value-added service for the convenience of customers who do
subscription. Whether you are out of the coverage area or your cell phone is switched off
call with Telenor's Missed Call Alerts. MCA provides information about the caller's mobile
and frequency of calls.

Mechanics:
MCA works when?
You are Busy
You are Out of Coverage Area
Your cell is Switched Off

There is No Reply from your side

Usage Conditions
Please mention the following codes for activation/deactivation of MCA on different cond

Dial **62*00923455555503# for activating Missed Call Alert option if MCA has to be activ

switched off condition. To deactivate the service dial ##62#

Dial **61*00923455555503# for activating Missed Call Alert option if MCA has to be activ
reply mode (after 5 bells). To deactivate the service dial ##61#
Dial **67*00923455555503# for activating Missed Call Alert option if MCA has to be activ
on other call condition. To deactivate the service dial ##67#
Dial **21*00923455555503# for activating Missed Call Alert option for all incoming calls.
the services dial ##21#

Please mention that validity for MCA is 48 hours. Customers account cannot have VMS a
activated simultaneously.
New Feature: Alert My Caller

Now the service user has an option to alert his callers once he re-enters network in case
condition. This is how it works:
Feature is not active by default so customer has to send AMC to 345 Charges for A
My Caller is Rs. 17.93 tax (standard charges of sending SMS to 345 apply Rs.2+Tax)
(Rs. 2.39 Incl. tax)
Once the feature is active, all callers who have called the service user will get the
following message when he re-enters network <MSISDN> is now reachable. Th
SMS is sent to you from Telenor Missed Call Service
The feature cannot be used for selected number only by the service user and is eith
ON or OFF for all numbers
Please mention following examples of MCA alert notification:
1.
Missed Call (s) (1)03455055650 on 13.07 at 09:57
Verbal Information:

Service activation fees is Rs. 35.85 Incl. tax after which service will be active for 60
After 60 days customer will be charged Rs. 3.59 Incl. tax per week for continuing su

Link On Website:
http://www.telenor.com.pk/business-utility/karobar-

missed-call-alerts
Complaint Handling and SRs:
Vas Info

MCAInfo

Vas Info

MCAActivatio
n

Vas
Complaint

MCAComplain
t

Vas Info

MCADeactivat
ion

Complaint Handling and SRs:

MCA_Pre

MCA_Post
MCA_Esc

FAQs:
In which condition By default MCA is activated?
By default MCA is activated on Not Reachable Call forwarding scenario.
What details does customer receives in missed call alerts sms?
Customer receives SMS with details of missed calls information.
Date and time of the missed calls
Frequency/no. of missed call by each number
Important Points:
One MCA SMS can be a long SMS of maximum length of 3 SMS

MCA is delivered in the form of SMS. It can be stored and deleted on customers discret

3G & 4G Bundles and 2G, 3G and 4G PAYG Rate Detai

This information is for all channels (Voice & Non-Voice)

3G Bundles (these bundles would work on 4G, 3G and 2G areas)
Available for all Prepaid packages including Talkshawk, Djuice, Karobar Pre (Excluding Demoline)
Price
Daily

Volume

Expiry
1 day

Activation
string
*345*131#

Cutoff
time
10PM

75 MB

SIP Visibility
TSDJ_3G_daily_1

150 MB

1 day

*345*132#

10PM

TSDJ_3G_daily_2

200 MB + 200 MB
For Facebook
750 MB + 500 MB
for Dailymotion
4000 MB

3 days

*345*133#

TSDJ_3G_3day_1

7 days

*345*134#

TSDJ_3G_Weekly_1

30
days
30
days

*345*135#

TSDJ_3G_Monthly_1

15
Daily +
30
3 Day
Weekly

35
75

Monthly
478
Monthly +

10500 MB
1,195

*345*136#

TSDJ_3G_Monthly_2

Spill Over Charges:

4G Spill over charges would be the same as of 3G and that is Rs. 1 /MB inclusive tax (1 paisa per 10 KB in
Prepaid 3G Default PAYG Rate:

Below mentioned charges (Default PAYG) are applied when customer uses 3G without having any 3G Inter
3G

3G Current PAYG Rate

Rate per MB
Charging Pulse
No of Pulses in 1 MB
Rate Per Charging Pulse

Rs. 12 (inclusive tax)

10 KBs
102
Rs. 0.12 (inclusive tax)

Prepaid 4G Default PAYG Rate:

Below mentioned charges (Default PAYG) are applied when customer uses 4G without having any 4G Inter

4
Rate per MB
Charging Pulse
No of Pulses in 1 MB
Rate/ Charging Pulse

Rs

Rs.

This Process is for all SSC, Franchise and Easy Shops OR Contact center may
receive query/complaint for this
Process Description
SOP of Charges implementation & number Partial Disowning Or Single number disowning
on all physical channels
This process will be triggered once customer visits any SSC, Franchise or Easy Shop for
Disowning of numbers
Done
By
Custo
mer
SSC,
Franch
ise or
Easy
Shops

Work Description
Customer visits office for partial disowning (2 or more numbers) Or Single
number disowning
Agent will ask for customer CNICs to process disowning request in Tracker
Agent will enter Customer CNIC in tracker and will perform BVS
on successful BVS agent will ask the customer about those Numbers
customer wants to disown

If Number which is going to disown is activated within 90 days

o

If Yes

System will show disowning charges Rs. 300 against one

disowning request
In case disowning numbers count is more than 1 then
system will automatically sum up the charges (as given in
below screenshot)
System will also show total count of disown numbers (as
given in below screenshot)

Tracker Interface for SSCs

Agent will only uncheck those numbers
where disowning is required

Tracker Interface for Franch

Shops
Agent will enter only those numbe
verification is required, as remaining nu
disowned automatically

If No (Number is older than 90 days)

System will show Zero 0charges for disowning

System will not add charges in total price for this case (as
given in above screenshot)

SSC Agent will uncheck only those numbers after confirmation in FCA
tracker which customer wants to disown (as shown in above screenshot)
Franchise & Easy Shop Agent will enter only those numbers after
confirmation which customer wants to use or verify, as numbers
which are not entered will be disowned automatically (as shown in
above screenshot)
After selection OR entry of numbers in System (FCA Tracker) it will show
total count of numbers which are going to disown and total price if there
is any (as shown in above screenshots)
Agent will click on Submit button to complete the Disowning process
After successful disowning below window will pop where count of disown
numbers and total price will be shown, this screen is also printable
Finally, agent will charge the customer as total price shown in system and
will inform the customer that disowning has been completed

After successful disowning activity, PMD count will be updated in real time
and disowned numbers will be converted on DUMMY668 in Siebel within 48
hours

In case PMD count is not updated then agent will generate request of
CDM_SMS_Issue in smart agent as per process
In case number is not converted on DUMMY668 after 48 hours then
agent will generate request of 668_add_Unauthorization in smart
agent as per process

Note: MNP numbers can also be disowned using this option but there
will be no charges for MNP numbers
NFA activity E-Serve: 668 un-authorization
Process Ends