BHARAT SANCHAR NIGAM LIMITED
(A Government of India Enterprise)
CHENNAI TELEPHONES

BSNL Complaint Booking  and Service Request mechanism

1.1 Objectives

Mobile Number and Email ID Registration:

BSNL subscribers are required to register their mobile number and email id at the time of request for service in the CAF form filled and signed by them. This authorises BSNL to communicate with them and provide them a host of self care services on their registered mobile number or email address. In order to enable customers to keep their contact information updated without visiting the CSC, mobile number and / or email id registrations (including changes) are to be now to be offered via SMS. CDR would then carry all correspondence from / to these mobile and email only.

Landline and Broadband Fault Booking:

Customers can currently book their Landline and Broadband faults by calling the CSC or by dialling into the IVR. This functionality is now being enabled via the SMS channel as part of this initiative.

Incoming SMS shall be sent from the customers registered cell phone and shall specify the landline number (associated with the broadband in case of a broadband fault) on which fault is to be booked. A response message is then sent back to the customer on the customers registered mobile with the docket number created.

Bill Enquiry:

Incoming SMS shall be sent from the customers registered cell phone and shall specify the landline number or the billing account number. Message will then be processed as above and bill details will be sent back to the registered mobile.

HELP keyword:

Customers can get the format of a keyword by sending HELP to the designated short code. On receiving the request, the CSMS gateway will send the help text configured for the keyword to the mobile number.

LIST keyword:

Customers can get the list of enabled keywords in the CSMS gateway by sending LIST to the designated short code. On receiving the request, the CSMS gateway will send the list of enabled keywords to the mobile number.

Send the SMS to 53334 to Utilize the above services in BSNL CDR .

1.1 Mobile Number Registration

I. To Register Mobile Number, follow the steps below.

Send the SMS to 53334 in the following format from the mobile number that should be registered:

REG<space><STD Code-Telephone No><space><Customer Id>

OR

REG<space><STD Code-Telephone No><space><Billing Account Number>

If the SMS is received with valid inputs as per above format , CRM registers the Mobile Number against the customer in the Contacts screen. An acknowledgement is sent to the mobile number.

1.2 Mobile Number and Email ID Registration

< As on 4-Jan-2011, Email Registration is not enabled by SMSC due to special character issue. Email Registration is not enabled as on 4-Jan-2011 >

I. To Register Mobile Number and Email Id together, follow the steps below.

Send the SMS to 53334 in the following format from the mobile number that should be registered. Email id is optional. The below SMS can be sent with out the Email address also.:-

REG<space><STD Code-Telephone No><space><Customer Id><space><Email Address>

OR

REG<space><STD Code-Telephone No><space><Billing Account Number><space><Email Address>

If the SMS is through, CRM registers the Mobile Number and Email Id against the customer in the Contacts screen. An acknowledgement is sent to the mobile number.

II. To Register only Email Id, follow the steps below:

Send the SMS from the registered mobile number to 53334 in the following format from the registered mobile number:-

EMAIL<space><STD Code-Telephone No><space><Email Address>

If the SMS is through, CRM registers Email Id against the customer in the Contacts screen. An acknowledgement is sent to the mobile number.

Note: For invalid formats or invalid landline numbers, a regret message is sent back to the customer.

1.3 Landline and Broadband Fault Booking

I. To log a Landline related complaint, follow the steps below.

Send the SMS to 53334 in the following format from the registered mobile number:-

FLT<space><STD Code-Telephone No>

If the SMS is through, CRM raises a Trouble Ticket with Complaint Type as “Technical” and Complaint Sub Type as “Phone Dead”. On closure of the ticket, an acknowledgement is sent to the mobile number.

II. To log a Broadband related complaint, follow the steps below:

Send the SMS to 53334 in the following format from the registered mobile number:-

BFT<space><STD Code-Telephone No>

If the SMS is through, CRM raises a Trouble Ticket with Complaint Type as “Technical” and Complaint Sub Type as “BB Completely out of order”. On closure of the ticket, an acknowledgement is sent to the mobile number.

Note: For invalid formats or invalid landline numbers, a regret message is sent back to the customer.

1.4 Bill Enquiry

I. To check the outstanding on the latest bill, follow the steps below.

Send the SMS to 53334 in the following format from the mobile number that should be registered:-

BILL<space><STD Code-Telephone No>

OR

BILL<space>< Billing Account Number>

If the SMS is through, CRM acknowledges the customer with the latest invoice number, invoice amount and the payment due date.

Note: For invalid formats or invalid landline numbers, a regret message is sent back to the customer.

1.5 HELP keyword

I. To get the format of a keyword, follow the steps below.

Send the SMS to 53334 in the following format to get the format of a keyword:-

HELP<space><keyword>

On receiving the request, the CSMS gateway will send the help text configured for the keyword to the mobile number.

1.6 LIST keyword

I. To get the list of enabled keywords in the CSMS gateway, follow the steps below.

Send the SMS to 53334 in the following format to get the list of enabled keywords in the CSMS gateway:-

LIST

On receiving the request, the CSMS gateway will send the list of enabled keywords to the mobile number.