VoLTE not working - 4G SIM

Applicable for – Postpaid

Applicable for Circles – PAN India (Except APR, BIH, HPR & JNK)

VOC: Customer complaining about VoLTE not working.  

STEP NO.

PROBING/ CHECK

SYSTEM CHECKS

CUSTOMER RESPONSE/ SYSTEM OUTPUT

RESOLUTION

TAGGING

1

May I know the network icon on top of your handset is VoLTE or VoWiFi

*Note: VoWiFi service is applicable only for MAG, KOL, MUM, GUJ & DEL circles

NA

i. If VoWiFi 

∙         Handle as per VoWiFi complaint handling [Vi™-Network | VoWiFi Not Working - Postpaid]

NA

ii. If VoLTE

-Move to step 2

NA

2

Since when are you facing this issue and may I know the exact location?

Any previous SR is raised for the same issue and for the same location:

SCRM>>Assets>>360 degree>>SR History

        i. Yes and SR is open

∙         Reassure customer that their complaint is already registered and our network technician will contact them,

∙         If within TAT,

-       Inform TAT as per CRM

∙         If after TAT,

-       Then click on 'Repeat Call' tab

-       Tag enquiry

Type: Services

Sub Type: Repeat

Sub Sub Type: Open SR

DFF: Mention the SR Number of previous SR

ii.            Yes and SR is closed

**Hint: To identify if the area has No immediate plans due to known coverage issue, Maximum Possible Optimization Done (Weak coverage/week indoor coverage), No Future Site Planned, No coverage available.

i. Customer calls within 90days of SR closure, 

∙         If SR is closed with reason as:

⮚  Known Coverage issue area - No immediate plans

⮚  Maximum Possible Optimization Done

⮚  New Site Required - No Future Site Planned

⮚  No coverage available - No site planned

⮚  Weak Coverage - Maximum Possible Optimization Done

⮚  Weak indoor Coverage - Maximum Possible Optimization Done [Vi™-Network Complaints – Change in Outcome and SMS Communication]

∙         Inform

"We are sorry to inform you that your location is not covered adequately by our network at the moment. However, we have noted your concern as we strive to continuously improve our network. Thank you for your association with Vi™ ”.

∙         Tag FLC complaint

∙         If closed with any other reason

-        Check if customer is satisfied with the resolution

o   If Yes

▪  Move to step 3 to determine any other network concern

o   If No

- Check if SR closed within the last 7 days

⮚  If Yes

✔  Reopen the complaint in CRM* [Vi™-NFLC Complaint Handling in SCRM]

*Note: Complaint cannot be reopened if closed with reason as 'No Site Planned' or “Maximum Possible Optimization Done or ‘No Future Site Planned, or ‘No Immediate Plan

⮚  If No

✔  Move to step 3

ii. Customer calls after 90days of SR closure, 

-Move to step 3

Type: Network 

Sub Type: Voice 

Sub Sub Type: Coverage

    iii.            No previous SR available

-Move to step 3

NA

3

NA

4G VoLTE status in customer account:

CRM>>Assets>>SIM & HLR Details>>HLR Details>> VOLTE Status>>Active

Customer SIM is 4G/LTE enabled

SCRM: CRM>>360 degree>> More Info

Customer device is Vi VoLTE enabled

CRM>>Assets>>Data & Device>> OTA Settings & Device Details: Click here for [Vi™ - SCRM Journey for VoLTE Compatible Handset]

Hint: To identify if VoLTE service is active on customer account. If customer is having a 4G SIM and VoLTE compatible handset

        i.            VoLTE service is not active, but customer has 4G SIM and VoLTE compatible handset

∙         Educate customer to activate VoLTE service

o   If Agrees,

-       Raise NFLC request 

-       Inform TAT as per CRM

o   If Disagrees,

-       Tag enquiry

Request

Type: Tariff & Offers

Sub Type: Change

Sub Sub Type: R-Postpaid Product

Enquiry

Type: Network

Sub Type: Network Related

Sub Sub Type: Coverage Availability

      ii.            VoLTE service is not active, and customer does not have 4G SIM and VoLTE compatible handset

∙         Inform customer on the pre-requisites to use VoLTE service <click here to view [Vi™-VoLTE Enquiry and Request Handling - Postpaid]

∙         Tag enquiry

Type: Services

Sub Type: SIM

Sub Sub Type: Reactivation and replacement

    iii.            VoLTE service is not active, and customer has 4G SIM  but does not have VoLTE compatible handset

∙         Inform customer on the pre-requisites to use VoLTE service [Vi™-VoLTE Enquiry and Request Handling - Postpaid] 

∙         Request customer to upgrade to VoLTE compatible handset

Click here for [Vi™ - SCRM Journey for VoLTE Compatible Handset]

∙         Tag enquiry

Type: Product

Sub Type: Product Info 

Sub Sub Type: Devices 

     iv.            VoLTE service is active, and customer has 4G SIM and VoLTE compatible handset

-  Move to step 4

NA

4

NA

All circle network coverage list  for status of VoLTE in that location

(Click here to view [All Circle Network Coverage List_New])

GMP Status

Assets>>Scroller data

        i.            Home or NR - Does not have VoLTE coverage

∙         Inform customer that VoLTE is currently not available in that location, but will be able to use in another locations 

∙         Tag enquiry

Type: Network

Sub Type: Network Related

Sub Sub Type: Coverage Availability 

      ii.            Home or NR - Have VoLTE coverage

∙         Check and inform the GMP status (Good/moderate/poor) in Scroller

-          The Network performance in your location is Very Good / Good /Network Issue Identified

-          There may be a temporary fluctuation in the network, let me investigate by checking my system and asking you few questions to assist me

- Move to step 5

*Note - If the number is inactive or suspended at the time of upload or the Max site details not received from respective circle, then GMP status will not be available

NA

    iii.            In International Roaming

∙         Inform customer VoLTE is currently not available in international roaming

∙         Tag enquiry

Type: Network

Sub Type: Network Related

Sub Sub Type: Coverage Availability

5

NA

Any known downtime/ known congestion exists in customer's location

“All circle network coverage list”  for downtime/ congestion

(Click here to view [All Circle Network Coverage List_New])

        i.            Known network downtime due to statutory reason (Government directives)

∙         Inform customer on the network downtime

-       Communicate TAT

-       Tag enquiry

“We would like to inform you that there is a planned outage scheduled as per government directive. This may take ______ hours to be rectified. We appreciate your patience and cooperation for the same”.

Type: Network

Sub Type: Network related

Sub Sub Type: Coverage availability

DFF: Statutory Network Downtime

      ii.            Known network downtime due to non-statutory reason

a) First Time caller:

∙         Inform customer on the network downtime

-       Communicate TAT

-       Tag FLC complaint

“There is currently a system upgradation going on in your area, due to which you may be facing a temporary issue. It would be resolved at ____ (TAT). We regret the inconvenience caused.”

Type: Network

Sub Type: Voice or Data

Sub Sub Type: Network Down

DFF: Planned Network downtime / Unplanned Network downtime

b) Repeat Caller within resolution TAT:

∙         Inform customer on the network downtime

-       Communicate TAT

-       Tag FLC complaint

Type: Services

Sub Type: Follow-up

Sub Sub Type: Closed SR

DFF: Mention the SR Number of previous SR

    iii.            Known congestion

∙         Inform customer on the network congestion 

-       Communicate TAT

-       Tag FLC complaint

“This is a temporary issue due to congestion in your area. Our technical team is working to resolve the issue. We appreciate your patience and cooperation.”

Type: Network

Sub Type: Voice 

Sub Sub Type: Coverage

Outcome: Serving site down - No immediate TAT

     iv.            No known congestion

- Move to step 6

NA

6

Account Status

SCRM>>360 degree view

i.                    Account is active

- Move to next step

NA

ii.                  Account is barred/suspended

∙         Inform customer the reason for barring/suspension 

∙         If customer request to unbar the account

o   If eligible, click here to for [Vi™-COCP Dunning action]

-       Raise NFLC request 

-       Inform TAT as per CRM

o   If not eligible

-       Educate customer on the eligibility criteria

-       Tag enquiry

Request

Type: Credit and collection

Sub Type: Promise to pay

Sub Sub Type: PTP Given – Release Barring

Enquiry

Type: Billing

Sub Type: Information

Sub Sub Type: Barring & Unbarring

May I know have you switched on the VolTE service through your device settings?

VoLTE barring status

CRM>>SIM & HLR Details>> HLR Details>>Barring Details & VoLTE Specific attributes

Hint: To identify if customer has manually switched off VoLTE service from the handset

*Refer VDE to switch on VoLTE service from handset

i.                    VoLTE barring is active

∙         Inform customer that VoLTE is disabled in the handset or customer has barred the calls through handset

-       Educate customer on the settings to enable VoLTE calls

-       Tag enquiry

Type: Product

Sub Type: Product Info 

Sub Sub Type: Devices 

ii.                  VoLTE barring is inactive

- Move to step 7

NA

7

Have you selected network mode as 4G/LTE services on your handset?

*Refer VDE for network selection

        i.            Yes

-       Tag NFLC complaint

-       Inform TAT as per CRM

Type: Network

Sub Type: Voice

Sub Sub Type: No Access INC or OG

      ii.            No

∙         Educate customer to select 4G/LTE network mode on handset

∙         Tag enquiry

Type: Product

Sub Type: Product Info 

Sub Sub Type: Devices