Transcript Unlocking Process.pps

Unlocking Process
Customer Journey:
Customer considering INQ phone but has not yet purchased. Aircel network exclusivity had been a
negative factor discouraging him from purchase but upon hearing the phone is now unlocked / unlockable,
he’s keen to buy.
Goes to a store and asks about handset. Assume handset is in stock and the retailer is aware it can be
unlocked. Retailer sells him the handset locked to Aircel with a the INQ Call Centre (Redington) phone
number as well as a list of the service centers and flagship stores where unlocking is available over the
counter.
Customer must call the INQ Call Centre to receive the unlock code straightaway or go to a flagship store or
service centre where the staff will call and receive the code on their behalf.** In order to receive his code,
the customer must take a note of his IMEI and serial numbers. These can be found by removing the
phone’s back cover and battery and will be used by the INQ call centre staff to identify the phone for
unlocking.
Once the unlock code is received, the customer should insert the new non-Aircel SIM card into the handset
and switch it on. When switched on, the customer will see a screen that asks them to enter their unlock
code. Assuming this is entered successfully, the phone will then continue to start up as an unlocked
device.
**In order for data to work on his new network, the Mobile Data (GPRS) Settingson the phone must
be changed to point at those of his new provider. This can be done with step-by-step guidance over
the phone (courtesy of INQ Call Centre), in person at / by sending it to a service centre or over the counter
at INQ flagship stores where a Brand Ambassador is present (again either by talking this through with INQ
Call Centre over the phone or, ideally, by the Brand Ambassador talking the customer through the process).
Ideally this should be done at the point of unlocking.
(Brand Ambassador takes the opportunity to ask if there is anything else the customer is unsure of in using
the phone, offering further support through the call centres and online. If she is unsure of how best to
resolve any of the customer’s issues, she will take a note of his number and contact him within three days.)
Unlocking Process – Mobile Data (GPRS) Settings
Remove the old settings
•Press the MENU key and select Settings
•Select Connectivity > Network Access Point
•Delete all current entries by selecting Options > Delete.
There should be no profiles left on the screen
Delete each
profile in turn.
Add new settings
•To send and receive data on your phone, you will need to set up three separate access points:
• Internet – this is the profile that your operator provides for open access to the internet without
requiring a proxy or gateway to be configured. When this is added it it important to ensure this is
first in the list to allow the internet applications (Facebook, Twitter, INQ Email etc) to connect
• WAP – this is the profile that your operator provides for access to their web portal e.g. Vodafone
live! and it usually requires a proxy gateway which will be configured within the browser in
section 2
• MMS – this always requires a proxy gateway which will be configured in section 3
•Internet Network Access Point
•To set up the internet access point select Options > New to add your new network provider’s settings,
including the connection name (e.g. Hutch Internet) and access point name (e.g. www), as well as
username, password, IP address and DNS
Unlocking Process – Mobile Data (GPRS) Settings
Mobile Data (GPRS) Settings
Add the new settings
To send and receive data on your phone, you will need to set up three separate access points:
• Internet – this is the profile that your operator provides for open access to the internet without
requiring a proxy or gateway to be configured. When this is added it it important to ensure this is
first in the list to allow the internet applications (Facebook, Twitter, INQ Email etc) to connect
• WAP – this is the profile that your operator provides for access to their web portal e.g. Vodafone
live! and it usually requires a proxy gateway which will be configured within the browser in
section 2
• MMS – this always requires a proxy gateway which will be configured in section 3
Internet Network Access Point
To set up the internet access point select Options > New to add your new network provider’s settings,
including the connection name (e.g. Hutch Internet) and access point name (e.g. www), as well as
username, password, IP address and DNS, if required by your provider.
Please ensure these are entered exactly as required by your provider, with no additional spaces, symbols
or upper/lower case. Once this information has been entered, select Done.
You should now be able to use the Facebook, Twitter and INQ Email clients.
Unlocking Process – Mobile Data (GPRS) Settings
Mobile Data (GPRS) Settings
WAP Network Access Point
To set up the WAP access point select Options > New to add your new network provider’s settings,
including the connection name (e.g. Hutch WAP) and access point name (e.g. portalnmms), as well as
username, password, IP address and DNS settings, as required by your provider. The homepage and
proxy-gateway settings are added in the next section.
Ensure these are entered exactly as required by your provider, with no additional spaces, symbols or
upper/lower case. Once this information has been entered, select Done.
The
“OpenAccess”
Profile must
remain first in
this list
MMS Network Access Point
To set up the MMS access point select Options > New to add your new network provider’s settings,
including the connection name (e.g. Hutch MMS) and access point name (e.g. portalnmms), as well as
username, password, IP address and DNS settings, as required by your provider. The MMSC address
and proxy-gateway settings are added in the next section.
Ensure these are entered exactly as required by your provider, with no additional spaces, symbols or
upper/lower case. Once this information has been entered, select Done.
Unlocking Process – Browser Settings
Browser Settings
• Press the MENU key and select Browser
• Select Settings > Advanced > Network Settings
• Scroll to an empty account (shown as “Not defined” on screen) and select Options > Edit
• Select Account name and enter a WAP connection name, e.g. Hutch World
• Scroll to Homepage and select it. Enter the URL of your new network provider’s portal (e.g.
http://www.hutchworld.co.in)
• Scroll to WAP Gateway, select it and enter your new network provider’s proxy gateway and port
(e.g. 10.10.1.100 and 8080)
• Scroll down and insert your Username and Password, if required by your provider; Select OK
• Scroll to Network Access Point and select the WAP Network Access Point created in the previous section
• When the Browser Profile is complete, Select Back
• From the list of Accounts, select the newly created Profile, (e.g. Hutch World) and click Activate
You should now be able to browse the internet and your operator’s portal.
Unlocking Process – MMS Settings
MMS Settings
• Press the MENU key and select Messages
• Select Settings > Text and Picture Messaging > Picture Message Account
• Scroll to an empty account (shown as “Not defined” on screen) and select Options > Edit
• Select Account name and enter an MMS connection name (e.g. Hutch MMS)
• Scroll to Picture messages centre and select it. Enter the URL of your new network provider’s picture messages
centre (e.g. http://mms1.hutchworld.co.in/mms/)
• Scroll to WAP Gateway, select it and enter your new network provider’s MMS proxy gateway and port
(e.g. 10.10.1.100 and 8080)
• Scroll down and insert your Username and Password, if required by your provider; Select OK
• Scroll to Network Access Point and select the MMS Network Access Point created in the earlier section
(e.g. Hutch MMS)
• When the MMS Profile is complete, Select Back
• From the list of Accounts, select the newly created Profile, (e.g. Hutch MMS ) and click Activate
You should now be able to send and receive picture messages.