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Wateen provides various internet, voice, and multimedia packages for consumers and businesses in Pakistan. This document outlines Wateen's commercial WiMAX packages, which include speeds from 1-4 Mbps with data allowances or unlimited data. Packages are available with or without voice services, and a student package and night unlimited add-on are also offered. Tax is added to all rates.

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Customer Care New Induction Training Module Presented by: Wateen Customer Care
About Us Abu Dhabi Group In Pakistan Abu Dhabi Group Oil & Gas Exploration PARCO Banking & Fin. Services Bank Alfalah United Bank Health Al- Razi Telecom Warid Telecom Internet Service Wateen Telecom
What Is Wateen? Wateen Telecom is the Abu Dhabi Group's venture in Pakistan.  Wateen Telecom is a converged communication services provider that fulfills connectivity requirements for organizations and individuals in Pakistan.  Wateen Telecom delivers complete solutions for Internet, Voice, Multimedia and Enterprise Solutions that make it the most comprehensive provider for all of Pakistan’s communication necessities.  An Abu Dhabi Group venture, Wateen’s vision is to take Pakistan into the digital revolution of the 21st Century and to make Pakistan a regional communications hub, connecting the East with the West and Central Asia with the Middle East.
Offerings Wateen Consumer WiMAX HFC GPON CVC Card Wi-Fi HotSpot Multimedia Corporate VSAT LDI V3 Fiber
Market Competitors
TechnologyOverview Wateen Consumer WiMAX HFC GPON CVC Card Wi-Fi HotSpot Multimedia Corporate VSAT LDI V3 Fiber
WIMAX WiMax (Worldwide Interoperabilityfor Microwave Access) is a telecommunicationtechnology that provides wireless access overlong distances. Features Provides a wireless alternative to fixed wired services. Local loop telephony, cable& DSL broadband.  IP based converged productoffering.  Internet  Voice  Data/VPN  Multimedia & VAS
WiMAXCoverage WiMAX Commercial Lahore Karachi Islamabad Rawalpindi USF Sargodha Narowal Gujrat Sialkot Narowal Mandi Bahauddin Hafizabad Abotabad USF Cities Migrated to PTCL  1. Sahiwal  2. Okara  3. Pakpattan  4. Sheikhupura
HFC HFC (Hybrid Fiber Coaxial) is a telecommunication technology that provides wired and wireless access of internet , cable and voice. Over View Data travels as optical signal through fiber and converted into electrical signal by ONU( Optical Network Unit). Batteries are attached with ONU to provide power supply. Offerings  Internet  Voice  Cable TV
HFC Coverage HFC Eden Avenue & Extension DHA Lahore (Phase 1-5 Rehman Garden Divine Homes Fort Villas Eden Cottages Army Housing Scheme Important Points  HFC services are not available in K & L Block  For HFC Service Wateen processes the HFC Business Center which is located in DHA Phase v  WiMAX customers are not entertained from HFC Business center 21-C, Commercial Area, J Block, Phase 5, DHA, Lahore
GPON GPON (Gigabit Passive Optical Network) is a point-to-multipoint access mechanism. Its main characteristic is the use of passive splitters in the fibre distribution network, enabling one single feeding fibre from the provider's central office to serve multiple homes and businesses. GPON has a downstream capacity of 2.488 Gbps and an upstream capacity of 1.244 Gbps that is shared among users. Encryption is used to keep each user's data secure and private from other users. GPON ADVANTAGES Passive network that diminishes the dependency of electricity Caters to high bandwidth requirements and needs A variety of services can be offered through this platform Enhanced user experience GPON Lahore Karachi Multan
Customer Lifecycle Product Launch Identify Potential areas Site Survey Done NOC Obtained Cabinet Deployed Sale AcquisitionInstallation & Service Activation Service Experience Feedback Billing & Collection After Sales Support Upselling / Cross Selling Loyalty & Retention Customer Customer Touch Points Sales & Support Teams Contact Centre Business Center  Sale & Retention  Billing & Collection  Doorstep Facilitation  Upsell & Retain  Information & Prompts  On call Facilitation  Sale & Retention  Billing & Collection  Doorstep Facilitation
Wateen Wi-Fi Hot Spot Wateen Wi-Fi Hot Spot Coverage  Lahore  Karachi  Islamabad
Wateen Wcard (CVC) Av a i l a b l e a t a l l f r a n c h i s e s a n d g e n e r a l s t o re s f o r :  Rs. 50  Rs. 100  250  Rs. 500  Rs. 1,000  Rs. 1,500  Rs. 2,000
Wateen Multimedia Coverage  Lahore  Karachi  Rawalpindi & Islamabad Important Points:  Wateen Multimedia Network is PEMRA Registered & run by local loop & Cable Operators  Particular Service is offered on Analogue system.  high quality TV dipped in More than 99 exciting channels ranging from local to international satellites, catering complete household viewing.
Wateen Devices
Devices Indoor Outdoor USBs
 Indoor – Buckeye  04 Ethernet  02 Telephone Ports  Indoor – Wolverine  01 Ethernet  02 Telephone Ports  Indoor – Blade  01 Ethernet  02 Telephone Ports Indoor –ZTE  02 Ethernet Ports  02 External Antennas  Built in WIFI  02 Telephony Ports Bolt2–WiFi  1 Ethernet Ports  Built in WIFI Thunder Bolt–WiFi  2 Ethernet Ports  Built in WIFI  2 Telephony Ports Wateen WiMAX Indoor CPE
WiMAXUSBs Bolt USB Plug & Play XP Service Pack 3 Compatible Data Only ZTE USB Plug & Play Built In installation Driver Data Only  USB-Dongle  Plug & Play  Installation Driver Required  Data Only
Wateen WiMAX Outdoor CPE Outdoor – Jupiter  01 Ethernet  Power over Ethernet  Require IAD to connect Telephone  Outdoor-Waive-2  01 Ethernet  01 Telephone Ports  Make sure power cord is connected with the power adapter .  To power up Jupiter , make sure that one end of the junction box is firmly connected to the Jupiter and the other end of the junction is connected to AC outlet.
Wateen ‘s HFC CPE EMTA Ports  01 Ethernet  01 USB  02 Telephone Ports Cisco Non-Wi-Fi Ports  01 Ethernet  01 USB CISCO WIFI Ports  04 Ethernet  01 Antenna  02 Telephone Ports Motorola Ports  01 Ethernet  01 USB
Wateen ‘s GPON CPE GPON Ports • 03 Fast Ethernet • 01 Giga bit Ethernet • 02 Telephone Ports • 01 CATV Important Points  Currently FE 1 is enabled for Internet  User can use only one Telephone line which will be provisioned on Tel 1  IP STB is not being provided  Fax services are not being offered right now  Only one pig tail will be provided at the time of subscription
Wateen ‘s GPON CPE Front View Rear View
The following table describes the indicators of the HG865. Indicators Status Description CATV ON The CATV function is enabled OFF The CATV function is disabled Tel 1-2 ON The telephone interface is in the call status OFF The telephone interface is idle VOIP ON The VOIP function is enabled OFF The VOIP function is disabled GE/FE 1-3 ON The device is connected to the Ethernet OFF The device is not connected to the Ethernet Blinking Data is being transmitted through the Ethernet interface Power ON The HG865 is powered ON OFF The HG865 is powered OFF Power LED should be ON for Proper Working of CPE Link and Auth LED should be on showing CPE Properly sinked When PC is attached with Port, This LED should be ON VOIP LED on showing Voice is Provisione d Properly Tel LED on showing Telephone Working The following table describes the LINK indicators and the AUTH indicators. Post-Configuration Status Description LINK AUTH OFF OFF Initial State OFF ON Ranging State ON ON Operation state Wateen ‘s GPON CPE
Tariff Billing Cycles & Recharge Methods
Wateen Billing Prepaid Commercial, USF & USF LC USF CBC,EBC Postpaid WiMAX SME SOHO HFC GPON Tariff Billing Cycles
Tariff Billing Cycles Post Paid HFC Post Paid GPON
Tariff Billing Cycles Wateen have 3 Billing Cycles. a) 1st to 1st b) 11th to 11th c) 21st to 21st Example: The customer is using unlimited package and paying 1667.50 month. The customer joined Wateen Services on 9th of current month. If the customer wants to change his billing date then he will be charged prorated. And the billing cycle will change from next month. So (1667.50 % 30 )* 9. Note: Customer is given 5 days Loan period after the billing date, in which heshe can use the services but the data used will be deducted from next month.
Account Recharge Mechanisms Account Recharge Methods Retail Pay Easy Paisa Net Pay Allied Bank Omni Dokan Askari Bank MCB POS Machine Bank Al Habib Nadra Esahulat Center Burj Bank Phone Pay Easy Paisa Faysal Bank Limited Easy Load Habib Metropoliton Quick Load JS Bank ATM Pay Allied Bank Meezan Bank Askari Bank Standard Chartard Bank Bank Alfalah Soneri Bank Faysal Bank Summit Bank Habib Metropoliton Account Information SMS Meezan Bank B username/CID --> 2414 Soneri Bank from Warid Summit Nank
Customer Awareness Portals
Wateen Prepaid Selfacre.wateenwima x.com Post Paid Selfcare.wateen.com Login.wateen.net Customer Awareness Portals
Customer Awareness Portals Salient Features  Customer Usage Details  Customer’s Information  SMS History  Friend & Family  Tariff Change  Complaint Generation  Account Recharge Facility  Bill History (for Postpaid )  Easy Paisa Transaction  Feedback
Packages Details
POTS (Basic Telephony) Packages Tariff (PKR) Green Line Rent 90 Free Minutes Off Net ISD (USA, Canada & UK {LL}) 50 On Net Local & NWD landline Unlimited** Rates/Charging Rounding Pulse PKR On Net (Wateen-to-Wateen) 30 Sec Free*/0.40 Off Net Landline Local 30 Sec 0.4 Off Net Landline NWD 30 Sec 0.4 Mobile Cellular 15 Sec 0.4 INTERNATIONAL (PKR) USA, Canada, UK (LL) 30 Sec 0.5 China 30 Sec 0.6 India 30 Sec 2.5 UAE 30 Sec 6.99 UK (M) 30 Sec 6.99 Saudi Arabia 30 Sec 5.99 Afghanistan 30 Sec 9.99 Wateen Telephony Taxation General Sales Tax 19.50% Withholding Tax 10.00% Total 31.45% Base Package Fair Use Policy Fair Use Minutes 1,000 *Fair Use Policy applies on Free Minutes. Any incremental minutes will be charged at PKR 0.40 per 30 seconds. (Details provided in Appendix B) Any usage over and above the allocated 1,000 minutes will be charged at PKR 0.40 per 30 seconds
Wateen Telephony International Zone Rate International Dialing Zones IDD Zones Rounding Pulse Rate (PKR) Zone 1 30 sec 0.75 Zone 2 30 sec 1.99 Zone 3 30 sec 2.99 Zone 4 30 sec 3.99 Zone 5 30 sec 4.99 Zone 6 30 sec 6.99 Zone 7 30 sec 9.99 Zone 8 30 sec 12.99 Zone 9 30 sec 19.99 Zone 10 (Rest Of the World) 30 sec 34.99 Wateen Telephony Promotion UK, USA & Canada Add-On Add On Monthly Fix (PKR) Minutes offered USA (LL+M), Canada (LL+M) & UK (LL only) 300 500 This is a subscription based service and it is an optional Add-on to the existing telephony package, with the base package as a pre-requisite for subscription
Friends and Family package Wateen offers a “Friends and Family” (F&F) package as an optional ‘Add On’ to the existing telephony packages. Any Wateen class V user is allowed to make unlimited* calls to any one number in the US, Canada or UK in a given month for PKR 750 (plus tax). A maximum of 3 subscriptions are allowed per user. Detail of this Add-On is provided in table 2-4 below: Friends and Family Add-On Countries Free Minutes USA (LL+M), Canada (LL+M) & UK (LL only) Unlimited* Charges PKR Monthly Subscription 750 Change/Modification 99 *Fair Use Policy applies on Free Minutes. Any incremental minutes will be charged as per the subscribed tariff. Friends & Family Fair Use Policy Daily Minutes 240 Monthly Minutes 1,650  A maximum of 240 minutes per day and 1,650 minutes in a month per Add-on (whichever comes first).  Usage over 'fair-usage limit' to be charged as per subscribed tariff.
WiMAXCommercial Packages Commercial Packages With Non Wi-Fi Device Tariffs Monthly Charges with Voice Monthly Charges Without Voice 1 Mbps 10 GB Rs.1168/- Rs.1049/- 1 Mbps Unlimited Rs.1667/- Rs.1548/- 1.5 Mbps 12 GB Rs.1567/- Rs.1448/- 1.5 Mbps Unlimited Rs.1867/- Rs.1748/- 2 Mbps 20 GB Rs.1767/- Rs.1648/- 2 Mbps Unlimited Rs.3267/- Rs.3148/- 4 Mbps Unlimited Rs.6267/- Rs.6148/- Subscription Charges Rs.1499/- Commercial Packages With Wi-Fi Device Tariffs Monthly Charges with Voice Monthly Charges Without Voice 1 Mbps 10 GB Rs.1268/- Rs.1149/- 1 Mbps Unlimited Rs.1767/- Rs.1648/- 1.5 Mbps 12 GB Rs.1667/- Rs.1548/- 1.5 Mbps Unlimited Rs.1967/- Rs.1848/- 2 Mbps 20 GB Rs.1867/- Rs.1748/- 2 Mbps Unlimited Rs.3367/- Rs.3248/- 4 Mbps Unlimited Rs.6367/- Rs.6248/- Subscription Charges Rs.1999/- Student Package Only with GP Bolt USB Tariff Monthly Charges 512 Kbps Unlimited Rs.1048/- Subscription Charges Rs.1499/- Night Unlimited Add On  Night Unlimited Add On can be taken with limited commercial packages.  Monthly charges of Night Unlimited Add On are 1/3 of internet line rent Night Unlimited Add On Limited Packages Night Unlimited Add On Charges 1 Mbps 10 GB Rs.300/- 1.5 Mbps 12 GB Rs.433/- 2 Mb 20 GB Rs.500/- Night Unlimited Timings 1am to 11am
WiMAXPrepaid Static – Prepaid Commercial Packages For Prepaid Static IP With Non Wi-Fi Device Tariffs Monthly Charges with Voice Monthly Charges Without Voice 1 Mb Unlimited Rs.1667/- Rs.1548/- 1.5 Mb Unlimited Rs.1867/- Rs.1748/- 2 Mb Unlimited Rs.3267/- Rs.3148/- 4 Mb Unlimited Rs.6267/- Rs.6148/- Static IP Charges: Rs.2000/- Subscription Charges Rs.1499/- Static IPs First Time Charges Only Customer End Useable IPs 4 Pool IP (Prepaid) Rs.2000/- 1 8 Pool IP (Post Paid) Rs.4000/- 5 16 Pool IP (Post Paid) Rs.6000/- 13 32 Pool IP (Post Paid) Rs.8000/- 29 TAT of Provisioning 72 Hours
WiMAXSME SOHO Packages – Postpaid SME SOHO Packages Shared Monthly Charges Upfront Charges 128Kbps Unlimited Rs.1900/- Rs.6959/- 256 Kbps Unlimited Rs.3300/- Rs.6959/- 512 Kbps Unlimited Rs.5300/- Rs.6959/- 1 Mb unlimited Rs.8300/- Rs.6959/- Static IPs First Time Charges Only Customer End Useable IPs 4 Pool IP Rs.2000/- 1 8 Pool IP Rs.4000/- 5 16 Pool IP Rs.6000/- 13 32 Pool IP Rs.8000/- 29 TAT of Provisioning 72 Hours  SME-SOHO package is mainly used for official purposes.  The major advantage of using this package is bypassing authentication.  In prepaid static IP you need to login for authentication after every 24 hours if your system stays idle which is not very suitable for DVRs.  In SME-SOHO package, DVRs can be configured and work properly without session breaks. You have an option of VPN creation in this package as well.
USF Packages Key Changes: Commercial packages for sales will be available in Abbottabad.. Upfront charges in all USF cities except Sargodha, will be Rs.1,000 for Non- Wi-Fi and 1500 for Wi-Fi device . Region Cities GTR Gujrat Sialkot Mandi Bahaudin Narowal Hafizabad FTR Sargodha CTR Sahiwal Okara Pakpattan Sheiukhupura HTR Abbotabad
USF Special Package Package Name USF Special Package Tariff Plan 1 Mbps - 10 GB Tariff Name at CRM 1 Mbps - 10GB GTR/CTR USF Tariff Name at IN 1 Mb-10GB-USF-Special Charges Amount 1 Mbps - 10 GB PKR 500 1 Mbps Night Unlimited - Add On PKR 167 Upfront Charges PKR 0 Service Charges PKR 50 Region Cities GTR Gujrat Sialkot Mandi Bahaudin Narowal Hafizabad FTR Sargodha CTR Sahiwal Okara Pakpattan Sheiukhupura HTR Abbotabad Important Points:  USF special Package is available for New sale in USF FTR & GTR regions only  Only USB devices (Moto USB, ZTE USB & GP Bolt only) would be provided against these packages.  Only USB – USB replacements would be catered against USF special packages.  USF special Package is only for new Sales and not for existing customers.  Customers having USF Special package (1 Mb 10 GB) can also change their tariff to other available USF tariffs but can’t revert back to 1 Mb 10 GB USF Special Package.
HFC Packages Bundle Packages - Monthly Line Rents Crystal UNL1 UNL2 UNL4 UNL6 UNL8 Analog TV 90 Channels 90 Channels 90 Channels 90 Channels 90 Channels 90 Channels Internet 1 Mbps - 10 GB 1 Mbps – UL 2 Mbps – UL 4 Mbps – UL 6 Mbps – UL 8 Mbps - UL Telephony Green Green Green Green Green Green Splitters included 1X2 1X2 1X2 1X4 1X4 1X4 Total (Rs.) PKR 1,200 PKR 1,600 PKR 2,000 PKR 2,500 PKR 4,500 PKR 7,250 Single Play Packages - Monthly Line Rents Internet Speed 1Mbps – UL 2Mbps – UL 4Mbps – UL 6 Mbps – UL 8 Mbps – UL Monthly Line Rent PKR 1,350 PKR 1,599 PKR 2,250 PKR 4,250 PKR 7,000 Fair Usage Caps (Bundled/Unbundled) 60GB 100GB 140GB 180GB 200GB Fair Usage Downgrade Speed 256Kbps 256Kbps 256Kbps 512Kbps 512Kbps Voice Green Monthly Line Rent PKR 90 Analog TV PKR 450 * Splitters to be included by default Additional TV PKR 150Notes: * No CPE line rent i.e. PKR 0/- * Device Upfront/Installation: PKR 1500 * Device Security: PKR 1500 * Credit Limit for Postpaid: PKR 500 * GST+WHT (19.5 % + 10 %) will apply on all packages where voice is included *Customers can connect up to 2 TV Sets. Additional TV subscriptions will be charged at Rs. 150. 1x2 splitter to be included by default * Single play is available for DHA Phase. 5 only customers.
GPON SOHO Packages (Lahore & Multan) Static IP Service IP Pool Monthly Rent 4 Pool PKR 1,400 8 Pool PKR 2,750 16 Pool PKR 5,500 No. Tax Details Lahore 1 FED / Sales Tax – Voice 19.50% 2 WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 ) 10% 3 FED / Sales Tax on Telecommunication Services – TV 16% NOTES: At the time of new connection the following will be deposited as upfront: - First Month Line Rent (inclusive of all relevant Taxes) - Subscription Charges  Full Subscription for customers that have not selected installment plan, OR;  One time Subscription for customers that have selected Installment Plan - First Installment amount (for Installment plan customers only) - Credit limit amount (this will be applicable against usage) SOHO TRIPLE PLAY TARIFFS – Lahore & Multan Package Service Offering Monthly Line Rent Monthly Line Rent Credit Limit (Without TAX) (With TAX) 4Mb Unlimited 2,999 3,091 500 8Mb Unlimited 1 Internet 6,499 6,591 500 10Mb Unlimited 1 Voice Line 7,299 7,391 500 16Mb Unlimited 1 TV- Analogue 9,499 9,591 500 20Mb Unlimited 11,999 12,091 500 35Mb Unlimited 17,999 18,091 500 50Mb Unlimited 23,999 24,091 500 100Mb Unlimited 34,999 35,091 500
GPON SOHOTariff (Karachi) Static IP Service IP Pool Monthly Rent 4 Pool PKR 1,400 8 Pool PKR 2,750 16 Pool PKR 5,500 No. Tax Details Karachi 1 FED / Sales Tax – Voice 19.50% 2 WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 ) 10% 3 FED / Sales Tax on Telecommunication Services - Data/Internet (where the amount exceed PKR 1,500 per month per subscriber) 19.50% NOTES: At the time of new connection the following will be deposited as upfront: - First Month Line Rent (inclusive of all relevant Taxes) - Subscription Charges  Full Subscription for customers that have not selected installment plan, OR;  One time Subscription for customers that have selected Installment Plan - First Installment amount (for Installment plan customers only) - Credit limit amount (this will be applicable against usage) SOHO DUAL PLAY TARIFFS - Karachi Package Service Offering Monthly Line Rent Monthly Line Rent Credit Limit (Without TAX) (With TAX) 4Mb Unlimited 2,599 3,106 500 8Mb Unlimited 6,299 7,527 500 10Mb Unlimited 1 Internet 7,099 8,483 500 16Mb Unlimited 1 Voice Line 9,499 11,351 500 20Mb Unlimited 11,999 14,339 500 35Mb Unlimited 17,999 21,509 500 50Mb Unlimited 23,999 28,679 500 100Mb Unlimited 34,999 41,824 500
GPON Subscription Charges & Segregation SOHO DUAL PLAY & TRIPLE PLAY SUBSCRIPTION Package SUBSCRIPTION WITHOUT INSTALLMENT SUBSCRIPTION WITH INSTALLMENT PLAN Total Subscription Subscription Installment Amount Installment Months(one time) 4Mb Unlimited 19,000 22,500 7,500 1,000 15 8Mb Unlimited 15,000 17,500 7,500 1,000 10 10Mb Unlimited 10,000 11,500 7,500 1,000 4 16Mb Unlimited 10,000 11,500 7,500 1,000 4 20Mb Unlimited 10,000 11,500 7,500 1,000 4 35Mb Unlimited 10,000 11,500 7,500 1,000 4 50Mb Unlimited 10,000 11,500 7,500 1,000 4 100Mb Unlimited 10,000 11,500 7,500 1,000 4 Package TARIFFS BREAKUP SOHO DUAL Play TARIFFS SOHO TRIPLE Play TARIFFS Internet Telephone Total Internet TV Telephone Total 4 Mb Unlimited 2,499 100 2,599 2,449 450 100 2,999 8 Mb Unlimited 6,199 100 6,299 5,949 450 100 6,499 10 Mb Unlimited 6,999 100 7,099 6,749 450 100 7,299 16 Mb Unlimited 9,499 0 9,499 8,949 450 100 9,499 20 Mb Unlimited 11,999 0 11,999 11,449 450 100 11,999 35 Mb Unlimited 17,999 0 17,999 17,449 450 100 17,999 50 Mb Unlimited 23,999 0 23,999 23,449 450 100 23,999 100 Mb Unlimited 34,999 0 34,999 34,449 450 100 34,999
Multan Residential Package RESIDENTIAL TRIPLE PLAY Peak Off Peak Service Offering Monthly Line Rent Credit Limit (7:00am-7:00pm) (7:01pm- 6:59am) (Analogue TV) 4Mb 10 GB 4Mb Unlimited 1 Internet 2,399 500 8Mb 10 GB 8Mb Unlimited 1 Voice Line 3,499 500 10Mb 15 GB 20Mb Unlimited 1 TV 6,999 500 16Mb 15 GB 16Mb Unlimited 7,999 500 20Mb 30 GB 20Mb Unlimited 11,999 500 RESIDENTIAL TRIPLE PLAY SUBSCRIPTION Peak Off Peak FULL SUBSCRIPTION INSTALLMENT PLAN (7:00am- 7:00pm) (7:01pm- 6:59am) Subscription Installment Amount Installment Months Total Subscription(one time) 4Mb 10 GB 4Mb Unlimited 19,000 7,500 1,000 15 22,500 8Mb 10 GB 8Mb Unlimited 15,000 7,500 1,000 10 17,500 10Mb 15 GB 20Mb Unlimited 10,000 7,500 1,000 4 11,500 16Mb 15 GB 16Mb Unlimited 10,000 7,500 1,000 4 11,500 20Mb 30 GB 20Mb Unlimited 10,000 7,500 1,000 4 11,500 No. Tax Details Tax Perce ntage 1 FED / Sales Tax – Voice 19.50 % 2 WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 ) 10% 3 FED / Sales Tax on Telecommunication Services – TV 16%  To Welcome our valuable customers, initially data would be Unlimited on all the GPON Residential packages.  This is a limited time offer and Customers would be reverted back to their original Data Volume after the expiry of the given offer.  Offer End Date would be communicated at a later stage.
ARMY TRIPLE PLAY PACKAGE Tariffs Service Offering Monthly Line Rent (without Tax) Monthly Line Rent (with Tax) Credit Limit Subscription Charges 1Mb 5 GB 1 Internet 700 792 500 2,000 1Mb 10 GB 1 Voice Line 1,199 1,291 500 3,500 2Mb Unlimited 1 TV Analogue 1,799 1,891 500 3,500 Important Points:  Existing Army Packages can be converted into any of the new available packages  For subscription of Army packages; customer must submit the Army Card Copy and should be an ‘ON service’ employee of Army Multan Army Package
Special Package– Wateen Employees Package HFC Employee Package - Internet Only 1Mbps – UL 2Mbps – UL 4Mbps – UL 6 Mbps – UL 8 Mbps – UL Monthly Line Rent PKR 700 PKR 800 PKR 1,125 PKR 2,125 PKR 3,500 Employee Packages (Bundle)- Monthly Line Rents (Rs.) + Breakup Tariff Internet Voice TV Bundle Cost 1 Mbps - Unlimited 700 0 450 1150 2 Mbps - Unlimited 800 0 450 1250 4 Mbps - Unlimited 1125 0 450 1575 6 Mbps - Unlimited 2125 0 450 2575 8 Mbps - Unlimited 3500 0 450 3950 Special Package – HFC Special Package – HFC Bundle Special Package– WiMAX Name Package Price Special Package A 1Mbps UL 750 Special Package B 512Kbps 10GB 700
Internet & IPs Address
 What is Internet ?  What is a Network  What is an IP Address  IP Classes  Static IP  Dynamic IP  Network IP  Gateway  Subnet mask  DNS  DHCP Internet & IPs Address
Wateen Devices & Their IP Addresses Motorola Bolt 2 Machine IP 192.168.15.2-254 Machine Ip 192.168.0.2-254 Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0 Gateway 192.168.15.1 Gateway 192.168.0.1 ZTE GP Bolt Machine Ip 192.168.1.100-254 Machine IP 192.168.1.2-254 Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0 Gateway 192.168.1.1 Gateway 192.168.1.1 WiMAX HFC GPON Echo Life Machine IP 10.183.64.61 Subnet Mask 255.255.192.0 Gateway 10.183.64.1 StaticIPs Pool & Subnets Static IPs Subnet Mask 4 Pool IP 255.255.255.252 8 Pool IP 255.255.255.248 16 Pool IP 255.255.255.240 DNS Address DNA Addresses IP Address Central & North Preferred 10.16.6.10 Alternate 10.16.7.12 Third 58.27.149.60 South Preffered 10.16.7.12 Alternate 10.16.6.10 Third 58.27.149.60 EMTA CISCO DPC 2100 Machine IP 10.172.80.2-254 Machine Ip 192.168.0.2-254 Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0 Gateway 10.172.80.1 Gateway 192.168.0.1 CISCO Wi-Fi Motorola SB5100 Machine Ip 192.168.0.2-254 Machine IP Subnet Mask 255.255.255.0 Subnet Mask Gateway 192.168.0.1 Gateway
Customer Care Portal
Wateen Customer Service Portal is an encyclopedia of Wateen Customer service Division. The portal contains a huge amount of information which is used by each and every department of Customer Service to ensure smooth running of daily operations. With in the portal, there are different portals which are also being used by different departments of Consumer Business Unit. The CS portal is the back bone of CSRs success in Customer Service. Customer Care Portal Link: http://wateencs Live IP : http://58.27.141.55:8085/ Login Base Authentication
Customer Care-Portal  New Sale Lead Entry In new sale lead portal CSR will place the orders for new customers. Customers will be provided with an order number and sales team will contact customer with in 24 hours.  CSAF Log In this section CSR can search customer’s CSAF (Customer Service Agreement Form).
Customer Care Portal– Applications Advoss (WiMAX/HFC)  Advoss is a portal which is synchronized with IN (Intelligent Network) and it charges monthly bill against services of prepaid accounts and charges for extra usage for prepaid and postpaid accounts  AdvOSS maintains the records of internet usage, voice usage, and Wateen calling card usage.  Username :CC1  Password: CC1
Customer Care Portal– Applications Session Release Portal  Session Release Portal is used to clear Stuck sessions from ISG.  Username : ccp-Call1  Password : CalLi0%^3  Further CSR can obtain the MAC address of the device through air IP
Customer Care Portal– Applications Static IP Core Portal  Core Portal is used to check that whether customer has availed Static IP from Wateen Telecom  Core Portal helps to check Static IP assigned to the customers.  Username : Consumerhelp  Password : consumer@123
Customer Care Portal– Resource Development Presentation & FAQs  In this particular link all kind of presentation regarding the product are available which will help CSRs to revitalize their product knowledge. Moreover for CSRs grooming there are different kind of training modules are available which help CSRs to enhance their skills. Online Quiz  In order to gauge the product knowledge of CSRs on line quiz is being conducted on monthly basis. Every team member needs to attempt the quiz. Training Videos  For the better understanding of CSRs RDC team had made the troubleshooting videos of different Operating systems and browser. Which help CS team to resolve customer’s issue in effective way.
Customer Care Portal– Correspondence Email Management System  This particular link is for the DRU & Correspondence team, however CSRs can use these templates to send email to customers as well. These are standard templates which is designed by the skills full team Correspondence Module  To track customer’s email correspondence record CSRs can search the customer’s email in correspondence module. VIP Escalation Log  In order to have the track records of the escalations from high management/ VIP personnel; particular portal is being utilized Information Notes  For CS team every information note which has been floated by QA Team has been updated in this particular link so if CSR is perplexed or unaware of the information then CSR can update his self. Customer Care – Quality Assurance
Customer Care Portal– Manual & Docs OS & Browser Configurations  For the facilitation of CS team screenshot of Operating system and browser configuration has been updated on CS portal so CSRs can handle customers more effectively All Data Links  This particular link is consisted with all of the updated information regarding network, franchise details , country dialing codes, Cable operators details etc. Business Partner Details  Particular link contains the details of franchise employees Customer Care – Product Info & Support  In this particular section every detail regarding tariff and other help full links are available which can help CSRs to cater customers accordingly
Customer Care Portal– Report& Monitoring – NetworkUpdates Network portal helps to check outages regarding (HFC, GPON, WiMAX, CVC and Wi-Fi Hotspot)
WBSS & WWLBSS
WWLBSS/WBSS is a combination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. It involves the use of technology in attracting new and profitable customers, while forming tighter bonds with existing ones. wbss/wwlbss includes many aspects which relate directly to one another:
WiMAX BSS link: https://wwlbss.wateen.com HFC/GPON BSS link: https://wbss.wateen.com WBSS/WWLBSS Salient Features  Authentication Based  Same Interface for WiMAX & HFC/GPON  JD assigned Role  Contains All user Details (Onboard & Roll Back )  Task Generation against each customer profile  User Profile  Reporting
WBSS/WWLBSSSearching Criteria wwlbss wbss  We can Search Customers account in WWLBSS/WBSS through Different Ways no matter Customer belongs to which Platform.
ProfileDash Board  User can search customer’s profile by any following provided search criteria  Customer ID  CSAF  Wateen Provided Telephony  Customer Registered Number  NIC  Device Mac Address Important Points  Customer can opt for 3 connection against his CNIC (excluding roll back account)  In case if customer (Lahore & Karachi) provides his Wateen VOIP Number then user need to remove 3 from area prefix  Through Mobile number search user need to add – after network prefix e.g. 0321-4497256  To check the roll back (off board /churn)customer’s details user need to click on “Include Rollback” button
Customer Profile Dash Board  After clicking on customer’s profile dash board will appear which will provide following details  Customer Name  Contact Details (NIC, Landline, Mobile Number, Email Address ,IP Address )  Billing & Service Address  Billing System & Platform  Package Name & Details  Account Status & Current Balance  Charges  Assigned Business Partner  Comments  Usage Graph  Verification Status
Customer Tab After Clicking on customer’s tab, following drop down will be available which will help user to know about: Customer Customer Definition NADRA Verification Service Management Internet Password New Sale Activation Push XML Create Post Sale Block Unblock History Activate Post Sale Bill Date Change Edit Profile Public IP View Action Details Usage Details Customer Communication Communication History Easy Load History Customer Comments Voucher Refill history Line Rent Details Activity Log Profile History Customer Charges Recharge History
Financial s After Clicking on Financial tab, following drop down will be available which will help user to know aboutFinancials Invoice & Payments Search & Pay Invoice Make Payments Bill Bill History Transaction History
Financial s WiMAX Bill HFC Bill
Inventory  We can upload MAC address in inventory by using upload warehouse inventory option in WBSS/WWLBSS SMS & SMS History  We can send multiple/Single/Edited SMS to customer regarding any information available in WBSS/WWLBSS  SMS history provides us the details of all sms sent to customer through WBSS/WWLBSS OSS  Through OSS user can check customer’s access point , outage sms ,MAC camping history details
TMSNG & SOPs
How to create Ticket/FCR/inquiry in WBSS/WWLBSS?  We can create Ticket/FCR/Inquiry in customer account by using the option of Ticket management  Ticket Creation. How to create inquiryfor Non-Wateen customers in WBSS/WWLBSS?  We can tag Inquiry for non-Wateen customer by using the option of Inquiry Management  Inquiry Creation.
We can search Ticket/FCR/Inquiry in customer ‘s account by using the option of Ticket management  Apply filter by selecting the required selection.  Inquiry  FCR  Action Taken  Complaint  RCA  Action taken  Services Request TMSNG
Policy & Procedures

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Updated training presentation

  • 1.
    Customer Care NewInduction Training Module Presented by: Wateen Customer Care
  • 2.
    About Us Abu DhabiGroup In Pakistan Abu Dhabi Group Oil & Gas Exploration PARCO Banking & Fin. Services Bank Alfalah United Bank Health Al- Razi Telecom Warid Telecom Internet Service Wateen Telecom
  • 3.
    What Is Wateen? WateenTelecom is the Abu Dhabi Group's venture in Pakistan.  Wateen Telecom is a converged communication services provider that fulfills connectivity requirements for organizations and individuals in Pakistan.  Wateen Telecom delivers complete solutions for Internet, Voice, Multimedia and Enterprise Solutions that make it the most comprehensive provider for all of Pakistan’s communication necessities.  An Abu Dhabi Group venture, Wateen’s vision is to take Pakistan into the digital revolution of the 21st Century and to make Pakistan a regional communications hub, connecting the East with the West and Central Asia with the Middle East.
  • 4.
  • 5.
  • 6.
  • 7.
    WIMAX WiMax (Worldwide InteroperabilityforMicrowave Access) is a telecommunicationtechnology that provides wireless access overlong distances. Features Provides a wireless alternative to fixed wired services. Local loop telephony, cable& DSL broadband.  IP based converged productoffering.  Internet  Voice  Data/VPN  Multimedia & VAS
  • 8.
  • 9.
    HFC HFC (Hybrid FiberCoaxial) is a telecommunication technology that provides wired and wireless access of internet , cable and voice. Over View Data travels as optical signal through fiber and converted into electrical signal by ONU( Optical Network Unit). Batteries are attached with ONU to provide power supply. Offerings  Internet  Voice  Cable TV
  • 10.
    HFC Coverage HFC Eden Avenue &Extension DHA Lahore (Phase 1-5 Rehman Garden Divine Homes Fort Villas Eden Cottages Army Housing Scheme Important Points  HFC services are not available in K & L Block  For HFC Service Wateen processes the HFC Business Center which is located in DHA Phase v  WiMAX customers are not entertained from HFC Business center 21-C, Commercial Area, J Block, Phase 5, DHA, Lahore
  • 11.
    GPON GPON (Gigabit PassiveOptical Network) is a point-to-multipoint access mechanism. Its main characteristic is the use of passive splitters in the fibre distribution network, enabling one single feeding fibre from the provider's central office to serve multiple homes and businesses. GPON has a downstream capacity of 2.488 Gbps and an upstream capacity of 1.244 Gbps that is shared among users. Encryption is used to keep each user's data secure and private from other users. GPON ADVANTAGES Passive network that diminishes the dependency of electricity Caters to high bandwidth requirements and needs A variety of services can be offered through this platform Enhanced user experience GPON Lahore Karachi Multan
  • 13.
    Customer Lifecycle Product Launch Identify Potential areas SiteSurvey Done NOC Obtained Cabinet Deployed Sale AcquisitionInstallation & Service Activation Service Experience Feedback Billing & Collection After Sales Support Upselling / Cross Selling Loyalty & Retention Customer Customer Touch Points Sales & Support Teams Contact Centre Business Center  Sale & Retention  Billing & Collection  Doorstep Facilitation  Upsell & Retain  Information & Prompts  On call Facilitation  Sale & Retention  Billing & Collection  Doorstep Facilitation
  • 14.
    Wateen Wi-Fi HotSpot Wateen Wi-Fi Hot Spot Coverage  Lahore  Karachi  Islamabad
  • 15.
    Wateen Wcard (CVC) Ava i l a b l e a t a l l f r a n c h i s e s a n d g e n e r a l s t o re s f o r :  Rs. 50  Rs. 100  250  Rs. 500  Rs. 1,000  Rs. 1,500  Rs. 2,000
  • 16.
    Wateen Multimedia Coverage  Lahore Karachi  Rawalpindi & Islamabad Important Points:  Wateen Multimedia Network is PEMRA Registered & run by local loop & Cable Operators  Particular Service is offered on Analogue system.  high quality TV dipped in More than 99 exciting channels ranging from local to international satellites, catering complete household viewing.
  • 17.
  • 18.
  • 19.
     Indoor –Buckeye  04 Ethernet  02 Telephone Ports  Indoor – Wolverine  01 Ethernet  02 Telephone Ports  Indoor – Blade  01 Ethernet  02 Telephone Ports Indoor –ZTE  02 Ethernet Ports  02 External Antennas  Built in WIFI  02 Telephony Ports Bolt2–WiFi  1 Ethernet Ports  Built in WIFI Thunder Bolt–WiFi  2 Ethernet Ports  Built in WIFI  2 Telephony Ports Wateen WiMAX Indoor CPE
  • 20.
    WiMAXUSBs Bolt USB Plug &Play XP Service Pack 3 Compatible Data Only ZTE USB Plug & Play Built In installation Driver Data Only  USB-Dongle  Plug & Play  Installation Driver Required  Data Only
  • 21.
    Wateen WiMAX OutdoorCPE Outdoor – Jupiter  01 Ethernet  Power over Ethernet  Require IAD to connect Telephone  Outdoor-Waive-2  01 Ethernet  01 Telephone Ports  Make sure power cord is connected with the power adapter .  To power up Jupiter , make sure that one end of the junction box is firmly connected to the Jupiter and the other end of the junction is connected to AC outlet.
  • 22.
    Wateen ‘s HFCCPE EMTA Ports  01 Ethernet  01 USB  02 Telephone Ports Cisco Non-Wi-Fi Ports  01 Ethernet  01 USB CISCO WIFI Ports  04 Ethernet  01 Antenna  02 Telephone Ports Motorola Ports  01 Ethernet  01 USB
  • 23.
    Wateen ‘s GPONCPE GPON Ports • 03 Fast Ethernet • 01 Giga bit Ethernet • 02 Telephone Ports • 01 CATV Important Points  Currently FE 1 is enabled for Internet  User can use only one Telephone line which will be provisioned on Tel 1  IP STB is not being provided  Fax services are not being offered right now  Only one pig tail will be provided at the time of subscription
  • 24.
    Wateen ‘s GPONCPE Front View Rear View
  • 25.
    The following tabledescribes the indicators of the HG865. Indicators Status Description CATV ON The CATV function is enabled OFF The CATV function is disabled Tel 1-2 ON The telephone interface is in the call status OFF The telephone interface is idle VOIP ON The VOIP function is enabled OFF The VOIP function is disabled GE/FE 1-3 ON The device is connected to the Ethernet OFF The device is not connected to the Ethernet Blinking Data is being transmitted through the Ethernet interface Power ON The HG865 is powered ON OFF The HG865 is powered OFF Power LED should be ON for Proper Working of CPE Link and Auth LED should be on showing CPE Properly sinked When PC is attached with Port, This LED should be ON VOIP LED on showing Voice is Provisione d Properly Tel LED on showing Telephone Working The following table describes the LINK indicators and the AUTH indicators. Post-Configuration Status Description LINK AUTH OFF OFF Initial State OFF ON Ranging State ON ON Operation state Wateen ‘s GPON CPE
  • 26.
  • 27.
    Wateen Billing Prepaid Commercial, USF &USF LC USF CBC,EBC Postpaid WiMAX SME SOHO HFC GPON Tariff Billing Cycles
  • 28.
    Tariff Billing Cycles PostPaid HFC Post Paid GPON
  • 29.
    Tariff Billing Cycles Wateenhave 3 Billing Cycles. a) 1st to 1st b) 11th to 11th c) 21st to 21st Example: The customer is using unlimited package and paying 1667.50 month. The customer joined Wateen Services on 9th of current month. If the customer wants to change his billing date then he will be charged prorated. And the billing cycle will change from next month. So (1667.50 % 30 )* 9. Note: Customer is given 5 days Loan period after the billing date, in which heshe can use the services but the data used will be deducted from next month.
  • 30.
    Account Recharge Mechanisms AccountRecharge Methods Retail Pay Easy Paisa Net Pay Allied Bank Omni Dokan Askari Bank MCB POS Machine Bank Al Habib Nadra Esahulat Center Burj Bank Phone Pay Easy Paisa Faysal Bank Limited Easy Load Habib Metropoliton Quick Load JS Bank ATM Pay Allied Bank Meezan Bank Askari Bank Standard Chartard Bank Bank Alfalah Soneri Bank Faysal Bank Summit Bank Habib Metropoliton Account Information SMS Meezan Bank B username/CID --> 2414 Soneri Bank from Warid Summit Nank
  • 31.
  • 32.
  • 33.
    Customer Awareness Portals SalientFeatures  Customer Usage Details  Customer’s Information  SMS History  Friend & Family  Tariff Change  Complaint Generation  Account Recharge Facility  Bill History (for Postpaid )  Easy Paisa Transaction  Feedback
  • 34.
  • 35.
    POTS (Basic Telephony)Packages Tariff (PKR) Green Line Rent 90 Free Minutes Off Net ISD (USA, Canada & UK {LL}) 50 On Net Local & NWD landline Unlimited** Rates/Charging Rounding Pulse PKR On Net (Wateen-to-Wateen) 30 Sec Free*/0.40 Off Net Landline Local 30 Sec 0.4 Off Net Landline NWD 30 Sec 0.4 Mobile Cellular 15 Sec 0.4 INTERNATIONAL (PKR) USA, Canada, UK (LL) 30 Sec 0.5 China 30 Sec 0.6 India 30 Sec 2.5 UAE 30 Sec 6.99 UK (M) 30 Sec 6.99 Saudi Arabia 30 Sec 5.99 Afghanistan 30 Sec 9.99 Wateen Telephony Taxation General Sales Tax 19.50% Withholding Tax 10.00% Total 31.45% Base Package Fair Use Policy Fair Use Minutes 1,000 *Fair Use Policy applies on Free Minutes. Any incremental minutes will be charged at PKR 0.40 per 30 seconds. (Details provided in Appendix B) Any usage over and above the allocated 1,000 minutes will be charged at PKR 0.40 per 30 seconds
  • 36.
    Wateen Telephony InternationalZone Rate International Dialing Zones IDD Zones Rounding Pulse Rate (PKR) Zone 1 30 sec 0.75 Zone 2 30 sec 1.99 Zone 3 30 sec 2.99 Zone 4 30 sec 3.99 Zone 5 30 sec 4.99 Zone 6 30 sec 6.99 Zone 7 30 sec 9.99 Zone 8 30 sec 12.99 Zone 9 30 sec 19.99 Zone 10 (Rest Of the World) 30 sec 34.99 Wateen Telephony Promotion UK, USA & Canada Add-On Add On Monthly Fix (PKR) Minutes offered USA (LL+M), Canada (LL+M) & UK (LL only) 300 500 This is a subscription based service and it is an optional Add-on to the existing telephony package, with the base package as a pre-requisite for subscription
  • 37.
    Friends and Familypackage Wateen offers a “Friends and Family” (F&F) package as an optional ‘Add On’ to the existing telephony packages. Any Wateen class V user is allowed to make unlimited* calls to any one number in the US, Canada or UK in a given month for PKR 750 (plus tax). A maximum of 3 subscriptions are allowed per user. Detail of this Add-On is provided in table 2-4 below: Friends and Family Add-On Countries Free Minutes USA (LL+M), Canada (LL+M) & UK (LL only) Unlimited* Charges PKR Monthly Subscription 750 Change/Modification 99 *Fair Use Policy applies on Free Minutes. Any incremental minutes will be charged as per the subscribed tariff. Friends & Family Fair Use Policy Daily Minutes 240 Monthly Minutes 1,650  A maximum of 240 minutes per day and 1,650 minutes in a month per Add-on (whichever comes first).  Usage over 'fair-usage limit' to be charged as per subscribed tariff.
  • 38.
    WiMAXCommercial Packages Commercial PackagesWith Non Wi-Fi Device Tariffs Monthly Charges with Voice Monthly Charges Without Voice 1 Mbps 10 GB Rs.1168/- Rs.1049/- 1 Mbps Unlimited Rs.1667/- Rs.1548/- 1.5 Mbps 12 GB Rs.1567/- Rs.1448/- 1.5 Mbps Unlimited Rs.1867/- Rs.1748/- 2 Mbps 20 GB Rs.1767/- Rs.1648/- 2 Mbps Unlimited Rs.3267/- Rs.3148/- 4 Mbps Unlimited Rs.6267/- Rs.6148/- Subscription Charges Rs.1499/- Commercial Packages With Wi-Fi Device Tariffs Monthly Charges with Voice Monthly Charges Without Voice 1 Mbps 10 GB Rs.1268/- Rs.1149/- 1 Mbps Unlimited Rs.1767/- Rs.1648/- 1.5 Mbps 12 GB Rs.1667/- Rs.1548/- 1.5 Mbps Unlimited Rs.1967/- Rs.1848/- 2 Mbps 20 GB Rs.1867/- Rs.1748/- 2 Mbps Unlimited Rs.3367/- Rs.3248/- 4 Mbps Unlimited Rs.6367/- Rs.6248/- Subscription Charges Rs.1999/- Student Package Only with GP Bolt USB Tariff Monthly Charges 512 Kbps Unlimited Rs.1048/- Subscription Charges Rs.1499/- Night Unlimited Add On  Night Unlimited Add On can be taken with limited commercial packages.  Monthly charges of Night Unlimited Add On are 1/3 of internet line rent Night Unlimited Add On Limited Packages Night Unlimited Add On Charges 1 Mbps 10 GB Rs.300/- 1.5 Mbps 12 GB Rs.433/- 2 Mb 20 GB Rs.500/- Night Unlimited Timings 1am to 11am
  • 39.
    WiMAXPrepaid Static –Prepaid Commercial Packages For Prepaid Static IP With Non Wi-Fi Device Tariffs Monthly Charges with Voice Monthly Charges Without Voice 1 Mb Unlimited Rs.1667/- Rs.1548/- 1.5 Mb Unlimited Rs.1867/- Rs.1748/- 2 Mb Unlimited Rs.3267/- Rs.3148/- 4 Mb Unlimited Rs.6267/- Rs.6148/- Static IP Charges: Rs.2000/- Subscription Charges Rs.1499/- Static IPs First Time Charges Only Customer End Useable IPs 4 Pool IP (Prepaid) Rs.2000/- 1 8 Pool IP (Post Paid) Rs.4000/- 5 16 Pool IP (Post Paid) Rs.6000/- 13 32 Pool IP (Post Paid) Rs.8000/- 29 TAT of Provisioning 72 Hours
  • 40.
    WiMAXSME SOHO Packages– Postpaid SME SOHO Packages Shared Monthly Charges Upfront Charges 128Kbps Unlimited Rs.1900/- Rs.6959/- 256 Kbps Unlimited Rs.3300/- Rs.6959/- 512 Kbps Unlimited Rs.5300/- Rs.6959/- 1 Mb unlimited Rs.8300/- Rs.6959/- Static IPs First Time Charges Only Customer End Useable IPs 4 Pool IP Rs.2000/- 1 8 Pool IP Rs.4000/- 5 16 Pool IP Rs.6000/- 13 32 Pool IP Rs.8000/- 29 TAT of Provisioning 72 Hours  SME-SOHO package is mainly used for official purposes.  The major advantage of using this package is bypassing authentication.  In prepaid static IP you need to login for authentication after every 24 hours if your system stays idle which is not very suitable for DVRs.  In SME-SOHO package, DVRs can be configured and work properly without session breaks. You have an option of VPN creation in this package as well.
  • 41.
    USF Packages Key Changes: Commercialpackages for sales will be available in Abbottabad.. Upfront charges in all USF cities except Sargodha, will be Rs.1,000 for Non- Wi-Fi and 1500 for Wi-Fi device . Region Cities GTR Gujrat Sialkot Mandi Bahaudin Narowal Hafizabad FTR Sargodha CTR Sahiwal Okara Pakpattan Sheiukhupura HTR Abbotabad
  • 42.
    USF Special Package PackageName USF Special Package Tariff Plan 1 Mbps - 10 GB Tariff Name at CRM 1 Mbps - 10GB GTR/CTR USF Tariff Name at IN 1 Mb-10GB-USF-Special Charges Amount 1 Mbps - 10 GB PKR 500 1 Mbps Night Unlimited - Add On PKR 167 Upfront Charges PKR 0 Service Charges PKR 50 Region Cities GTR Gujrat Sialkot Mandi Bahaudin Narowal Hafizabad FTR Sargodha CTR Sahiwal Okara Pakpattan Sheiukhupura HTR Abbotabad Important Points:  USF special Package is available for New sale in USF FTR & GTR regions only  Only USB devices (Moto USB, ZTE USB & GP Bolt only) would be provided against these packages.  Only USB – USB replacements would be catered against USF special packages.  USF special Package is only for new Sales and not for existing customers.  Customers having USF Special package (1 Mb 10 GB) can also change their tariff to other available USF tariffs but can’t revert back to 1 Mb 10 GB USF Special Package.
  • 43.
    HFC Packages Bundle Packages- Monthly Line Rents Crystal UNL1 UNL2 UNL4 UNL6 UNL8 Analog TV 90 Channels 90 Channels 90 Channels 90 Channels 90 Channels 90 Channels Internet 1 Mbps - 10 GB 1 Mbps – UL 2 Mbps – UL 4 Mbps – UL 6 Mbps – UL 8 Mbps - UL Telephony Green Green Green Green Green Green Splitters included 1X2 1X2 1X2 1X4 1X4 1X4 Total (Rs.) PKR 1,200 PKR 1,600 PKR 2,000 PKR 2,500 PKR 4,500 PKR 7,250 Single Play Packages - Monthly Line Rents Internet Speed 1Mbps – UL 2Mbps – UL 4Mbps – UL 6 Mbps – UL 8 Mbps – UL Monthly Line Rent PKR 1,350 PKR 1,599 PKR 2,250 PKR 4,250 PKR 7,000 Fair Usage Caps (Bundled/Unbundled) 60GB 100GB 140GB 180GB 200GB Fair Usage Downgrade Speed 256Kbps 256Kbps 256Kbps 512Kbps 512Kbps Voice Green Monthly Line Rent PKR 90 Analog TV PKR 450 * Splitters to be included by default Additional TV PKR 150Notes: * No CPE line rent i.e. PKR 0/- * Device Upfront/Installation: PKR 1500 * Device Security: PKR 1500 * Credit Limit for Postpaid: PKR 500 * GST+WHT (19.5 % + 10 %) will apply on all packages where voice is included *Customers can connect up to 2 TV Sets. Additional TV subscriptions will be charged at Rs. 150. 1x2 splitter to be included by default * Single play is available for DHA Phase. 5 only customers.
  • 44.
    GPON SOHO Packages(Lahore & Multan) Static IP Service IP Pool Monthly Rent 4 Pool PKR 1,400 8 Pool PKR 2,750 16 Pool PKR 5,500 No. Tax Details Lahore 1 FED / Sales Tax – Voice 19.50% 2 WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 ) 10% 3 FED / Sales Tax on Telecommunication Services – TV 16% NOTES: At the time of new connection the following will be deposited as upfront: - First Month Line Rent (inclusive of all relevant Taxes) - Subscription Charges  Full Subscription for customers that have not selected installment plan, OR;  One time Subscription for customers that have selected Installment Plan - First Installment amount (for Installment plan customers only) - Credit limit amount (this will be applicable against usage) SOHO TRIPLE PLAY TARIFFS – Lahore & Multan Package Service Offering Monthly Line Rent Monthly Line Rent Credit Limit (Without TAX) (With TAX) 4Mb Unlimited 2,999 3,091 500 8Mb Unlimited 1 Internet 6,499 6,591 500 10Mb Unlimited 1 Voice Line 7,299 7,391 500 16Mb Unlimited 1 TV- Analogue 9,499 9,591 500 20Mb Unlimited 11,999 12,091 500 35Mb Unlimited 17,999 18,091 500 50Mb Unlimited 23,999 24,091 500 100Mb Unlimited 34,999 35,091 500
  • 45.
    GPON SOHOTariff (Karachi) StaticIP Service IP Pool Monthly Rent 4 Pool PKR 1,400 8 Pool PKR 2,750 16 Pool PKR 5,500 No. Tax Details Karachi 1 FED / Sales Tax – Voice 19.50% 2 WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 ) 10% 3 FED / Sales Tax on Telecommunication Services - Data/Internet (where the amount exceed PKR 1,500 per month per subscriber) 19.50% NOTES: At the time of new connection the following will be deposited as upfront: - First Month Line Rent (inclusive of all relevant Taxes) - Subscription Charges  Full Subscription for customers that have not selected installment plan, OR;  One time Subscription for customers that have selected Installment Plan - First Installment amount (for Installment plan customers only) - Credit limit amount (this will be applicable against usage) SOHO DUAL PLAY TARIFFS - Karachi Package Service Offering Monthly Line Rent Monthly Line Rent Credit Limit (Without TAX) (With TAX) 4Mb Unlimited 2,599 3,106 500 8Mb Unlimited 6,299 7,527 500 10Mb Unlimited 1 Internet 7,099 8,483 500 16Mb Unlimited 1 Voice Line 9,499 11,351 500 20Mb Unlimited 11,999 14,339 500 35Mb Unlimited 17,999 21,509 500 50Mb Unlimited 23,999 28,679 500 100Mb Unlimited 34,999 41,824 500
  • 46.
    GPON Subscription Charges& Segregation SOHO DUAL PLAY & TRIPLE PLAY SUBSCRIPTION Package SUBSCRIPTION WITHOUT INSTALLMENT SUBSCRIPTION WITH INSTALLMENT PLAN Total Subscription Subscription Installment Amount Installment Months(one time) 4Mb Unlimited 19,000 22,500 7,500 1,000 15 8Mb Unlimited 15,000 17,500 7,500 1,000 10 10Mb Unlimited 10,000 11,500 7,500 1,000 4 16Mb Unlimited 10,000 11,500 7,500 1,000 4 20Mb Unlimited 10,000 11,500 7,500 1,000 4 35Mb Unlimited 10,000 11,500 7,500 1,000 4 50Mb Unlimited 10,000 11,500 7,500 1,000 4 100Mb Unlimited 10,000 11,500 7,500 1,000 4 Package TARIFFS BREAKUP SOHO DUAL Play TARIFFS SOHO TRIPLE Play TARIFFS Internet Telephone Total Internet TV Telephone Total 4 Mb Unlimited 2,499 100 2,599 2,449 450 100 2,999 8 Mb Unlimited 6,199 100 6,299 5,949 450 100 6,499 10 Mb Unlimited 6,999 100 7,099 6,749 450 100 7,299 16 Mb Unlimited 9,499 0 9,499 8,949 450 100 9,499 20 Mb Unlimited 11,999 0 11,999 11,449 450 100 11,999 35 Mb Unlimited 17,999 0 17,999 17,449 450 100 17,999 50 Mb Unlimited 23,999 0 23,999 23,449 450 100 23,999 100 Mb Unlimited 34,999 0 34,999 34,449 450 100 34,999
  • 47.
    Multan Residential Package RESIDENTIALTRIPLE PLAY Peak Off Peak Service Offering Monthly Line Rent Credit Limit (7:00am-7:00pm) (7:01pm- 6:59am) (Analogue TV) 4Mb 10 GB 4Mb Unlimited 1 Internet 2,399 500 8Mb 10 GB 8Mb Unlimited 1 Voice Line 3,499 500 10Mb 15 GB 20Mb Unlimited 1 TV 6,999 500 16Mb 15 GB 16Mb Unlimited 7,999 500 20Mb 30 GB 20Mb Unlimited 11,999 500 RESIDENTIAL TRIPLE PLAY SUBSCRIPTION Peak Off Peak FULL SUBSCRIPTION INSTALLMENT PLAN (7:00am- 7:00pm) (7:01pm- 6:59am) Subscription Installment Amount Installment Months Total Subscription(one time) 4Mb 10 GB 4Mb Unlimited 19,000 7,500 1,000 15 22,500 8Mb 10 GB 8Mb Unlimited 15,000 7,500 1,000 10 17,500 10Mb 15 GB 20Mb Unlimited 10,000 7,500 1,000 4 11,500 16Mb 15 GB 16Mb Unlimited 10,000 7,500 1,000 4 11,500 20Mb 30 GB 20Mb Unlimited 10,000 7,500 1,000 4 11,500 No. Tax Details Tax Perce ntage 1 FED / Sales Tax – Voice 19.50 % 2 WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 ) 10% 3 FED / Sales Tax on Telecommunication Services – TV 16%  To Welcome our valuable customers, initially data would be Unlimited on all the GPON Residential packages.  This is a limited time offer and Customers would be reverted back to their original Data Volume after the expiry of the given offer.  Offer End Date would be communicated at a later stage.
  • 48.
    ARMY TRIPLE PLAYPACKAGE Tariffs Service Offering Monthly Line Rent (without Tax) Monthly Line Rent (with Tax) Credit Limit Subscription Charges 1Mb 5 GB 1 Internet 700 792 500 2,000 1Mb 10 GB 1 Voice Line 1,199 1,291 500 3,500 2Mb Unlimited 1 TV Analogue 1,799 1,891 500 3,500 Important Points:  Existing Army Packages can be converted into any of the new available packages  For subscription of Army packages; customer must submit the Army Card Copy and should be an ‘ON service’ employee of Army Multan Army Package
  • 49.
    Special Package– WateenEmployees Package HFC Employee Package - Internet Only 1Mbps – UL 2Mbps – UL 4Mbps – UL 6 Mbps – UL 8 Mbps – UL Monthly Line Rent PKR 700 PKR 800 PKR 1,125 PKR 2,125 PKR 3,500 Employee Packages (Bundle)- Monthly Line Rents (Rs.) + Breakup Tariff Internet Voice TV Bundle Cost 1 Mbps - Unlimited 700 0 450 1150 2 Mbps - Unlimited 800 0 450 1250 4 Mbps - Unlimited 1125 0 450 1575 6 Mbps - Unlimited 2125 0 450 2575 8 Mbps - Unlimited 3500 0 450 3950 Special Package – HFC Special Package – HFC Bundle Special Package– WiMAX Name Package Price Special Package A 1Mbps UL 750 Special Package B 512Kbps 10GB 700
  • 50.
  • 51.
     What isInternet ?  What is a Network  What is an IP Address  IP Classes  Static IP  Dynamic IP  Network IP  Gateway  Subnet mask  DNS  DHCP Internet & IPs Address
  • 52.
    Wateen Devices &Their IP Addresses Motorola Bolt 2 Machine IP 192.168.15.2-254 Machine Ip 192.168.0.2-254 Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0 Gateway 192.168.15.1 Gateway 192.168.0.1 ZTE GP Bolt Machine Ip 192.168.1.100-254 Machine IP 192.168.1.2-254 Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0 Gateway 192.168.1.1 Gateway 192.168.1.1 WiMAX HFC GPON Echo Life Machine IP 10.183.64.61 Subnet Mask 255.255.192.0 Gateway 10.183.64.1 StaticIPs Pool & Subnets Static IPs Subnet Mask 4 Pool IP 255.255.255.252 8 Pool IP 255.255.255.248 16 Pool IP 255.255.255.240 DNS Address DNA Addresses IP Address Central & North Preferred 10.16.6.10 Alternate 10.16.7.12 Third 58.27.149.60 South Preffered 10.16.7.12 Alternate 10.16.6.10 Third 58.27.149.60 EMTA CISCO DPC 2100 Machine IP 10.172.80.2-254 Machine Ip 192.168.0.2-254 Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0 Gateway 10.172.80.1 Gateway 192.168.0.1 CISCO Wi-Fi Motorola SB5100 Machine Ip 192.168.0.2-254 Machine IP Subnet Mask 255.255.255.0 Subnet Mask Gateway 192.168.0.1 Gateway
  • 53.
  • 54.
    Wateen Customer ServicePortal is an encyclopedia of Wateen Customer service Division. The portal contains a huge amount of information which is used by each and every department of Customer Service to ensure smooth running of daily operations. With in the portal, there are different portals which are also being used by different departments of Consumer Business Unit. The CS portal is the back bone of CSRs success in Customer Service. Customer Care Portal Link: http://wateencs Live IP : http://58.27.141.55:8085/ Login Base Authentication
  • 55.
    Customer Care-Portal  NewSale Lead Entry In new sale lead portal CSR will place the orders for new customers. Customers will be provided with an order number and sales team will contact customer with in 24 hours.  CSAF Log In this section CSR can search customer’s CSAF (Customer Service Agreement Form).
  • 56.
    Customer Care Portal–Applications Advoss (WiMAX/HFC)  Advoss is a portal which is synchronized with IN (Intelligent Network) and it charges monthly bill against services of prepaid accounts and charges for extra usage for prepaid and postpaid accounts  AdvOSS maintains the records of internet usage, voice usage, and Wateen calling card usage.  Username :CC1  Password: CC1
  • 57.
    Customer Care Portal–Applications Session Release Portal  Session Release Portal is used to clear Stuck sessions from ISG.  Username : ccp-Call1  Password : CalLi0%^3  Further CSR can obtain the MAC address of the device through air IP
  • 58.
    Customer Care Portal–Applications Static IP Core Portal  Core Portal is used to check that whether customer has availed Static IP from Wateen Telecom  Core Portal helps to check Static IP assigned to the customers.  Username : Consumerhelp  Password : consumer@123
  • 59.
    Customer Care Portal–Resource Development Presentation & FAQs  In this particular link all kind of presentation regarding the product are available which will help CSRs to revitalize their product knowledge. Moreover for CSRs grooming there are different kind of training modules are available which help CSRs to enhance their skills. Online Quiz  In order to gauge the product knowledge of CSRs on line quiz is being conducted on monthly basis. Every team member needs to attempt the quiz. Training Videos  For the better understanding of CSRs RDC team had made the troubleshooting videos of different Operating systems and browser. Which help CS team to resolve customer’s issue in effective way.
  • 60.
    Customer Care Portal–Correspondence Email Management System  This particular link is for the DRU & Correspondence team, however CSRs can use these templates to send email to customers as well. These are standard templates which is designed by the skills full team Correspondence Module  To track customer’s email correspondence record CSRs can search the customer’s email in correspondence module. VIP Escalation Log  In order to have the track records of the escalations from high management/ VIP personnel; particular portal is being utilized Information Notes  For CS team every information note which has been floated by QA Team has been updated in this particular link so if CSR is perplexed or unaware of the information then CSR can update his self. Customer Care – Quality Assurance
  • 61.
    Customer Care Portal–Manual & Docs OS & Browser Configurations  For the facilitation of CS team screenshot of Operating system and browser configuration has been updated on CS portal so CSRs can handle customers more effectively All Data Links  This particular link is consisted with all of the updated information regarding network, franchise details , country dialing codes, Cable operators details etc. Business Partner Details  Particular link contains the details of franchise employees Customer Care – Product Info & Support  In this particular section every detail regarding tariff and other help full links are available which can help CSRs to cater customers accordingly
  • 62.
    Customer Care Portal–Report& Monitoring – NetworkUpdates Network portal helps to check outages regarding (HFC, GPON, WiMAX, CVC and Wi-Fi Hotspot)
  • 63.
  • 64.
    WWLBSS/WBSS is acombination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. It involves the use of technology in attracting new and profitable customers, while forming tighter bonds with existing ones. wbss/wwlbss includes many aspects which relate directly to one another:
  • 65.
    WiMAX BSS link:https://wwlbss.wateen.com HFC/GPON BSS link: https://wbss.wateen.com WBSS/WWLBSS Salient Features  Authentication Based  Same Interface for WiMAX & HFC/GPON  JD assigned Role  Contains All user Details (Onboard & Roll Back )  Task Generation against each customer profile  User Profile  Reporting
  • 66.
    WBSS/WWLBSSSearching Criteria wwlbss wbss We can Search Customers account in WWLBSS/WBSS through Different Ways no matter Customer belongs to which Platform.
  • 67.
    ProfileDash Board  Usercan search customer’s profile by any following provided search criteria  Customer ID  CSAF  Wateen Provided Telephony  Customer Registered Number  NIC  Device Mac Address Important Points  Customer can opt for 3 connection against his CNIC (excluding roll back account)  In case if customer (Lahore & Karachi) provides his Wateen VOIP Number then user need to remove 3 from area prefix  Through Mobile number search user need to add – after network prefix e.g. 0321-4497256  To check the roll back (off board /churn)customer’s details user need to click on “Include Rollback” button
  • 68.
    Customer Profile DashBoard  After clicking on customer’s profile dash board will appear which will provide following details  Customer Name  Contact Details (NIC, Landline, Mobile Number, Email Address ,IP Address )  Billing & Service Address  Billing System & Platform  Package Name & Details  Account Status & Current Balance  Charges  Assigned Business Partner  Comments  Usage Graph  Verification Status
  • 69.
    Customer Tab After Clickingon customer’s tab, following drop down will be available which will help user to know about: Customer Customer Definition NADRA Verification Service Management Internet Password New Sale Activation Push XML Create Post Sale Block Unblock History Activate Post Sale Bill Date Change Edit Profile Public IP View Action Details Usage Details Customer Communication Communication History Easy Load History Customer Comments Voucher Refill history Line Rent Details Activity Log Profile History Customer Charges Recharge History
  • 70.
    Financial s After Clickingon Financial tab, following drop down will be available which will help user to know aboutFinancials Invoice & Payments Search & Pay Invoice Make Payments Bill Bill History Transaction History
  • 71.
  • 72.
    Inventory  We canupload MAC address in inventory by using upload warehouse inventory option in WBSS/WWLBSS SMS & SMS History  We can send multiple/Single/Edited SMS to customer regarding any information available in WBSS/WWLBSS  SMS history provides us the details of all sms sent to customer through WBSS/WWLBSS OSS  Through OSS user can check customer’s access point , outage sms ,MAC camping history details
  • 73.
  • 74.
    How to createTicket/FCR/inquiry in WBSS/WWLBSS?  We can create Ticket/FCR/Inquiry in customer account by using the option of Ticket management  Ticket Creation. How to create inquiryfor Non-Wateen customers in WBSS/WWLBSS?  We can tag Inquiry for non-Wateen customer by using the option of Inquiry Management  Inquiry Creation.
  • 75.
    We can searchTicket/FCR/Inquiry in customer ‘s account by using the option of Ticket management  Apply filter by selecting the required selection.  Inquiry  FCR  Action Taken  Complaint  RCA  Action taken  Services Request TMSNG
  • 76.