Easycall Product Document

INTRODUCTION
Customer service is but one of the critical success factors in the service industry particularly
mobile telecoms, especially cognizant of the growing intensity of competition. It entails the
various activities designed to enhance the level of customer experience – that is, the feeling
that a product or service has met the customer expectation(s).
Thus, it is essential that employees who interact with either walk-in or telephonic customers
possess the requisite skills and knowledge critical in dealing with these customers.
Possessing adequate product and system knowledge brings about confidence in oneself.
Importantly, you should be able to decisively handle customer complaints, requests, queries,
and concerns in a manner that reinforces and enhances the customer
experience/satisfaction, and consequently inspire customer confidence.

Purpose
The fundamental purpose of this information pack is to acquaint customer service
representatives (CSRs) and trainees alike with knowledge about the products and services
offered NetOne Cellular.

Objectives
 To make CSRs and trainees conversant with the different technology platforms and

systems used by NetOne, specifically, the GSM system and IN platform.
 To explain the prepaid brand Easycall and highlight its salient benefits.
 To compare and contrasts the postpaid packages, Flexiplan and Business Contract
 To explain the Value-Added Services (VAS), the various components and features and

how they work.
 To discuss the broadband services as it relates to Internet connectivity, coverage and

device compatibility issues.
 Explain the various systems used within the call customer contact centre.
 Provide CSRs with FAQs, solutions and query resolution/escalation procedures.

Chapter 1

EASYCALL PACKAGE

Easycall is NetOne’s prepaid package, designed primarily for those customers who want
control over their airtime spend.

Easycall SIM Pack:
An Easycall SIM pack includes the following items:
 SIM card
 SIM certificate (also known as the PIN/PUK Mailer)
 Registration/declaration form
 Quick user guide

Cost of Easycall SIM Pack:
An Easycall SIM Pack costs $0.50 and will have:
 50 cents worth of airtime
 10 Smses
 1MB

Mandatory Customer Registration Requirements for Easycall
i. Copy of national ID/Passport number or birth entry number.

Where can one attain an Easycall Line
 NetOne shop
 NetOne Kiosk
 NetOne Franchisee
 Zimpost Outlets

Sim Registration
A new line needs to be registered for it to make outgoing calls.
The customer can either register at a NetOne Shop or register 303.
Format for registering using 303; name and surname# I.D number # address# town # date of
birth# mobile number
Example: rudo shumba#14156000f17#1 gumbo crescent#harare#1985/12/06#071522222

How to get started
The SIM (Subscriber Identity Module) card is the plastic card inside the starter pack. To get
started insert the SIM card into your device. Once the SIM card is inserted, power up your
phone> Enter your PIN number (PIN is provided with the SIM package)> Press # or OK to
accept> Dial 133, when you connect then disconnect then you can start using your line.

If you enter your PIN incorrectly three times, you will be requested to enter the PIN
Unblocking Code (PUK) code to unlock the SIM card. The PUK number is written on the SIM
certificate.

How to Change SIM PIN
Press **04*Old PIN*New PIN*New PIN#.
For example: **04*0000*1111*1111#

How to Recharge
To recharge: scratch off the panel to reveal the secret voucher PIN>

 Dial *171#>airtime recharge>self>enter recharge pin and dial
 Enter *133*Voucher PIN#dial> then wait for balance notification message to follow

shortly.
 SMS voucher PIN to 133. You will shortly receive confirmation of the credit available

on your Easycall account.
 Call 133 and follow the voice prompts.

How to Enquire Account Balance
 Press *134#dial and a USSD (Unstructured Supplementary Service Data) based
balance notification message will appear on the screen

 Alternatively press *171#>balance enquiry

 Or simply send a blank sms to 134

Easycall Life Cycle

Active Subscriber can make outgoing calls and receive incoming calls

Expired Account is barred for outgoing calls but can receive incoming calls. When
an account expires it marks the onset of the grace period (10 days).
Subscriber needs to recharge to reactivate the account.

Cut-off Account is barred for both outgoing and incoming calls. To reactivate
account, the subscriber must dial 133 and subsequently recharge the
account.

Deactivated After 60 days, the account is deleted from both the prepaid system (IN
platform) and MSC (mobile switching centre). To reactivate the line, a
recreation is required.

If the subscriber fails to recharge before the expiry of the window period, the account expires
and the balance in the account is parked for a period of ten (10) days. Effectively, the
subscriber enters the grace period, a 10-day period during which they can load airtime and
get a new window period. The customer will be unable to make outgoing calls in the grace
period but can only receive incoming calls. Failure to recharge during this period will cause
the account to be cut off and the parked credit is forfeited. The subscriber will cease to receive
and make outgoing calls.

Types of Recharge Vouchers Available
(1) Physical voucher
(2) Electronic Voucher Distribution (EVD) bought via point of sale (POS)
(3) Hot Recharge – an airtime top-up solution provided by E-Solutions, an airtime dealer

headquartered in Harare but with branches in major towns and cities in Zimbabwe
(4) Pinless offered by NetOne Shops

Different Vouchers
 Voice: recharge voucher credits customers account with the value indicated.
 eTXT:credits the subscriber’s SMS account with 25 SMSes, which can only be used
nationally (valid only in Zimbabwe).
 Whatsapp/ Facebook, credits account with 266MB to download pictures and videos
 Combo (combination of Whatapp and Facebook): credits account with 506MB to
download pictures and videos
 Data bundles: see table below.

SIM Replacement Requirements
(1) SIM certificate
(2) The subscriber must be fully registered
(3) Positive ID – national ID, driver’s licence or passport
(4) SIM replacement fee of $0.50

What to do when missing the SIM certificate and needing a SIM replacement

Where a customer is missing the SIM certificate and the mobile number is unregistered, they
should bring an affidavit containing the following information:
(1) Submit a written request for SIM replacement, explaining the circumstances under which

the certificate was lost, history of the line, and provide any other relevant information.

(2) Attach the following documents: (a) copy of national ID, and (b) current proof of residence.

Value Adding Services on Easycall

Dollar-A-Day (DAD)

Customer recharges with a dollar and gets 30minutes free on netcalls from 0600hrs to
2159hrs. From 2200hrs to 0600 customers enjoys unlimited netcalls. Customer will also
receive 5smses and 1MB which they get to enjoy between 2200hrs to 0600hrs

 NB: If customer does not disconnect a call at 2159hrs they will not automatically
switch over to super time but will be charged.

 Freebies for DAD awarded for the first dollar recharged

I. Bundles

Customers can purchase social media, sms and data bundles by simply dialing
*171# dial> 1 and bundle option preferred.

Bundle options available under *171#

(1) Data bundles
(2) Twitter
(3) Facebook
(4) WhatsApp
(5) Fcebook and Twitter
(6) Facebook and WhatsApp
(7) SMS bundle
(8) 48 hour Data and SMS combo

Social Media Daily Weekly Monthly
Facebook/ twitter/ WhatsApp 27 cents 87 cents $2.80
Combos 50 cents $1.60 $5.00

SMS Daily 4 days Weekly
$1.00 for 330sms
$0.25 for 50 sms $0.50 for 125sms

48 hour Data and SMS combo

Data Bundle conversion

II. Airtime Recharge
Customers can automatically recharge with a card with missing digits by simply pressing
*171# dial >menu 2 > menu 3 which will request for serial for recharge card and 5
consecutive recharge pins

III. EasyCredit,
Customer can borrow 50cents for voice calls by pressing

 *171# dial> menu 4
 press *140#

IV. Credit Transfer
 The customer can simply dial *171# dial>5 enter the mobile number the airtime is
being transferred to and the amount being transferred.

 Go to New Message screen> enter amount> #> Recipient’s number> then send
message to 144. Example: 1#0712777777 and send to 144. You will receive a
message to confirm transfer, simply reply to code 145 with a blank message.

Note: Without the confirmation, the transfer will not go through.

V. INDIRECT RECHARGE
This service is an indirect way of recharging another prepaid subscriber account which is
available to both prepaid and postpaid subscribers.

How to Perform an Indirect Recharge
To do an indirect recharge: Go to New Message screen> enter recharge PIN> #> Recipient’s
number> then send message to 133.
Example: 1234612333333333#0712777777 and send to 133.
Alternatively: Enter *133*Recharge PIN*Target Mobile number# Dial
Example: *133*1234612333333333*0712777777# Dial
Note: The above procedure applies to both the voice and eTXT recharge vouchers

I. Call Back
 *171#>6 and enter the number to call back or,
 Send a message to 7070 with the number to call back or,
 *141*mobile number # and the press dial

Access Period
The access or window period is the period within which the customer account remains valid.
That is to say, it is the period within which the customer is able to make outgoing calls and
receive incoming calls. The window period is determined by the value of the recharge
voucher. Each voucher has a different window period. The window periods are not
cumulative

Voucher Value Validity
$1 15 days
$5 75 days
$10 90 days
$20 120 days
15 days
eTXT

Message Centre Number
SMS centre number is a phone number that acts as a gateway or channel for transferring text
messages between mobile devices. The message centre number for NetOne is
+26311191201 or +263712191201

How to send a text message or SMS
You can send a text message (SMS) of up to 160 characters, to either a national or
international mobile number. To send an SMS: Select ‘‘Message’’ from your phone menu>
“New message” > Enter recipient’s mobile number> Type in your message> once you are
done press the Send button.
If your phone does not respond to these instructions, please refer to your device user manual.

VOICE MAIL
Definition: A voice mailbox service offered by NetOne to all subscriber categories irrespective
of class of service.
Activation:
How does a customer divert calls to voice mailbox?
Go to Call Diverts under phone settings in your device menu. Select the condition(s) under
which you want your calls diverted to voice mailbox, for example: If busy; If not answered; or If
out of reach. Select: Divert To voice mailbox option. If mailbox is not auto-configured, set the
mailbox number to: +26371151XXXXXXX, where XXXXXXX are the last 7 digits of your
mobile number. If you are on Easycall, the voice mailbox comes preset on the SIM card.

Condition Activation Code
All calls **21*100#dial
When busy **67*100#dial
Unanswered **61*100#dial
Not recheachable **62*100#dial
Cancel all diverts ##002#dial

Retrieval:
Q How do I retrieve my voicemail messages
A. Dial 155> Enter voice mailbox PIN (the default PIN is 1234)> then listen to your messages.
Q How do I personalize my mailbox, for instance, setup a personalized greeting?
A. Dial 155> Enter voicemail PIN> then follow the voice prompts or guided instructions.

Deactivation
Go to Settings > Phone settings > Call Diverts > Voice calls> All voice calls > Deactivate. Or
Press ##002#dial.

Call Forwarding
Q. How do I forward calls to another number?
A. To configure the service: Go to Call Diverts under phone settings in your device menu.
Select the condition under which you want your calls diverted to voice mailbox, for example: If
busy; If not answered; or If out of reach. Select: Divert To other number option.
Remember: The normal rates apply to calls forwarded to another number. Call Toll-free for
more details or visit our website: www.netone.co.zw for the tariff schedule.

INTERNET/DATA SERVICE
Definition
A mobile broadband offered by across all customer groups/categories – prepaid, hybrid or
postpaid.

Technology Platforms Used

 4G/LTE (Fourth Generation)
 3G (Third Generation)
 HSPDA (High Speed Packet Data Access)
 Enhanced Data for GSM Evolution (Edge)
 GPRS (General Packet Radio Services)

Configuration
Prepaid: Internet comes as part of the default services on all prepaid lines.
The access point name (APN) needs to be configured on the customer device in order to
browse the internet. There are two ways to configure the APN on the customer device: (1) do
a manual configuration; (2) send the settings over-the-air to the customer device using the
SADM interface.

Access Point Name (APN) Settings: internet.netone
Note: The APN settings serve as the gateway to the internet cloud, without which the
subscriber would be unable to browse the web.

Review Questions
1. What is NetOne’s prepaid brand called?

2. Identify the salient advantages of Easycall.

3. What does the acronym SIM stand for?

4. What is contained in the Easycall SIM pack?

5. What types of recharge vouchers are available?

6. What does EVD stand for?
What is the window period for $1, $5, $10, and $20 recharge vouchers