Digicel InTunes

1.    What is Digicel’s InTunes service?

·         Digicel’s InTunes is a service that allows customers to use ring back tones to personalize the tone that is played to their callers by subscribing to the service and purchasing tunes.

2.    What is a ring back tone (RBT)?

·         A ring back tone allows customers to replace the traditional “ring-ring” tone that callers hear before the call is answered with a song.

3.    What are the charges relative to InTunes?

           

4.    Are ring back tones different from ring tones?

·         Yes. A ring tone is what you hear from your phone when someone calls you. A ring back tone is what someone hears when they dial your number.

·         Ring back tones are stored on the Digicel network, while ring tones are saved on your handsets.

5.    Does it matter what phone type and model phone the customer is using when subscribing to the InTunes service?

·         No. The customer’s ability to successfully subscribe to the service is not dependent on the make and model handset he/ she is using.

·         InTunes is a network function and is activated on the customer’s subscriber profile, unlike ring tones that are stored on the handset.

6.    How does the InTunes Service works?

·         The customer is required to subscribe to the service.

·         Subscription is for 30 days.

·         When someone dials the customer’s number the network recognizes that it is a subscriber to the InTunes service and plays the tune that was selected by the customer to the callers.

7.    Is the InTunes service available to all Digicel customers?

·         Yes. The InTunes service is available to all Digicel customers; that is all consumer and corporate account holders.

8.    How does a customer subscribe to the InTunes service?

·         Customers have five (4) options available for subscribing to the InTunes:

o   IVR by dialing 133

o   SMS by sending keyword “SUB” to 133

o   WAP by going to http://intunes.digicelfiji.com/wap

o   WEB by accessing link on the Digicel Fiji website www.digicelfiji.com

Subscribing via IVR

·         Customer dials 133. Will then receive prompt to press 1 to subscribe to the service

·         Customer then receives SMS confirming subscription as well as the 4-digit  IVR and WEB passwords.

Subscribing via SMS

·         Send SMS with keyword “sub” to service number 133.

·         Will receive SMS confirming subscription as well as the IVR and WEB passwords.

Subscribing via WAP

·         Log on to http://intunes.digicelfiji.com/wap

·         Click on “Subscribe to Service” link.

·         You will receive a screen confirmation, as well as an SMS with the 4-digit IVR and WEB passwords.

Subscribing via WEB

·         Log on to the Digicel Fiji website at www.digicelfiji.com

·         Click on the InTunes link

·         Click on the “New User Register” and enter your mobile number.

·         You will receive an SMS with the 4-digit activation code.

·         Click on the “Activate Subscription” and enter your mobile number and activation code.

·         You will receive a screen confirmation, as well as an SMS with the 4-digit IVR and WEB passwords.

9.    What is the difference between the 4-digit Activation Code and 4-digit IVR and WEB passwords?

These are two unique codes. The Activation Code is used to activate a subscription while the IVR and WEB passwords are used to purchase InTunes or modify the customer’s InTunes profile

10. What is the charge to subscribe to the InTunes service?

·         Customers are required to subscribe to the service.

·         The subscription fee is FJD 0.75 per 30 days.

11. How does the customer know that they have been subscribed to the service?

·         Upon subscribing to the service the customer receives a confirmation message confirming subscription. The SMS also includes the password to access the IVR and to log in via the Website.

12. Is there an expiry period for the subscription to the InTunes service?

·         Yes. Each subscription is valid for 30 days from date of subscription.

13.  I subscribed but did not purchase an InTune. Will my callers hear any ring back tone?

·         Yes. All Digicel customers who subscribed to the InTune service will initially get the default InTune upon subscription. The default InTune is Digicel’s radio jingle.

·         Subscribers may personalize their ring back tone profile by purchasing and activating other available InTunes.

14.  I don’t have enough credit to renew my subscription on the 30^th day, what will happen?

You will be given a grace period of 5 days to renew your subscription. During the grace period, our system will check every 5pm if your account has enough balance to renew your subscription. If you top up and have enough balance, we will deduct the subscription fee automatically and send you a text confirmation that your InTune subscription has been renewed. Also, you can call Customer Care free on 123 to reactivate your account anytime during the grace period.

15. I still don’t have enough balance during the grace period, what will happen?

Sorry, your InTunes account will be deactivated from the system. This means that all your valid InTunes will be deactivated as well.

16. I topped up after the grace period and wish to renew my subscription, how do I go about it

As mentioned earlier, your InTunes account and valid InTunes will be deactivated from the system after the grace period. You will now need to subscribe again by going through the normal process. You will now also need to purchase new set of InTunes.

17. What are the features of the InTunes service?

·         The InTunes service allows customers to select tunes from a list of various categories to personalize the tone their callers hear.

·         The service also allows the customer to:

o   Set a RBT for all callers

o   Set a RBT for a specific number by creating a friends list

o   Set a RBT for a specific group of callers by creating groups

o   Set a RBT to play on particular days and at specific times

o   Maintain an album of RBT for selection

o   Gift a RBT to a friend

o   Change RBT as often as needed

18. What kinds of InTunes are available?

·         InTunes are available in a number of categories. The categories in sequential order are as below:

o   Top 10

o   Fijian

o   Bollywood

o   Christian

o   RNB

o   Reggae

o   80s

o   Love

o   Club

o   Country

·         Customers may access the full list of categories and songs in each category can be obtained from all interfaces (IVR, SMS, WAP, and WEB).

19. How to purchase an InTune?

·         An InTune can be purchased through any of the access interfaces.

·         These include via IVR by calling 133, sending SMS with valid keywords to 133, WAP by logging on to http://intunes.digicelfiji.com/wap, WEB by logging on to www.digicelfiji.com

20. What is the cost to purchase an InTune?

·         Subscribers to the InTunes service are charged FJD 1.50 to purchase an InTune.

21. How long is the InTune valid for after purchase?

·         Each InTune is valid for 90 days.

22. What do you mean by “ISP charges will apply”?

Customers can purchase or modify their InTunes profile through their computers or laptops with access to Internet. They can go to www.digicelfiji.com and click the InTunes link. By using this interface, the applicable charges of the ISP will be charged to the customer.

23. Is the customer able to listen to an InTune before purchasing it?

·         Yes through IVR and WEB only. Applicable charges shall apply while listening.

24. Is there a limit on the number of InTunes that each customer may purchase?

·         No. Customers are not restricted as to the number of InTunes that can be purchased.

25. Is there an expiry period on the InTune purchased?

·         Yes. Each InTune is valid for 90 days.

·         Customers will be required to repurchase tones after expiration.

26. What happens after the InTune has expired?

·         The InTune is removed from the customer’s album upon expiring.

·         The customer may repurchase the ring tone for another 90 days at a cost of FJD 1.50 each.

27. What is an album?

·         An album is a collection of InTunes that have been purchased by a customer.

·         An album is automatically created upon purchasing the first InTune.

28. Can a customer create his/ her own album?

·         Yes. A customer may create an album using any of the interfaces.

29. Is there a limit on the number of albums that each customer may have?

·         Yes. Customers are allowed to have a maximum of ten (10) albums at any one time.

·         Customers are allowed to delete, rename and create new albums at anytime.

30.  How many mobile numbers are allowed per group?

No limit. A customer can add as many mobile numbers as he can per group.

31. How many Groups are allowed per customer?

No limit. A customer can add as many Groups as he can.

32.  How many InTunes are allowed per Album

No limit. A customer can add as many InTunes as he can per Album.

33. Will the InTunes be deleted from the customer’s profile when the album is deleted?

·         Yes. Upon deleting the album the InTunes in the album will also be deleted from the customer’s profile.

·         Suggest that the customer transfer the InTunes to another album before deleting the album.

34. Will the customer be charged for selecting an InTune that is already in his/ her album?

·         No. Customers will not be charged for selecting an InTune that is already in their album.

·         Customers are only charged upon selecting an InTune from the category listings.

35. How often can a customer change their InTune?

·         Customers may change the InTune that is played to their callers as often as they wish.

36. Can a customer set a different InTune for specific callers?

·         Yes. The InTunes service allows a subscriber to set a particular InTune for a specific number or group of numbers.

·         InTunes service has other features that allow the customer to personalize the tune callers hear when their number is dialed.

37. What other features are available with the InTunes service?

·         Other options for personalization includes, but not limited to:

o   Setting the day of the week the tune should be played

o   Settings the day of the week and time the tone should be played

o   Setting a tone to play on a particular date

o   Select a blacklist of numbers that InTune will not be played for.

Note: Numbers entered in the Blacklist will hear the regular ring-ring when the InTune subscriber’s number is dialed.

38. Is the customer charged each time someone calls them and the InTune is played?

·         No. Customers will not be charged each time someone calls them and hears their InTune.

·         Digicel does not charge a customer to receive a call.

39. Is a Digicel subscriber charged when they call and hear someone’s InTune?

·         No. Callers are not charged when they call someone and an InTune is played.

·         Digicel only charges its customers when the call is connected. That is, someone answers the phone or call goes to voicemail.

40. Can the same password be used for the IVR and WEB interface?

·         Yes. Upon subscribing the passwords for the IVR and WEB interface are the same.

·         If the password is changed via the IVR it is not automatically changed on the WEB, and vice versa.

41. Does the InTune service works while the customer is roaming?

·         Yes. If someone calls a subscriber to the InTunes service while the person is roaming they will hear the InTune being played.

42. If a postpaid customer does a MSISDN change with an active InTunes subscription will the service still be active after the change?

·         No. InTunes profile is attached to a mobile number not to a customer or handset. So if the customers does a mobile number change, the InTunes subscription will not be carried over.

43. If a prepaid customer changes his/ her number can the InTune service be transferred to the new number?

·         The InTune subscription is not transferrable. Therefore, if a customer changes his/ her number he/ she will be required to subscribe to the service from the new number.

44. If a customer converts from prepaid to postpaid and vice versa, will they need to re-subscribe to the service?

·         No. The InTunes service is connected to the customers MSISDN. Hence, the InTunes subscription will still be available after a service conversion.

·         All InTune settings including albums will be stored during conversion.

45. What is the Caller Gift Tune feature?

·         The Caller Gift Tune allows an InTunes subscriber to purchase and send a tune to another InTunes subscriber.

Note: An InTunes can only be gifted to another InTunes subscriber. Customers will not be able to gift a tune to a non-subscriber.

46. Is there a cost to gift an InTune to another subscriber?

·         The customer gifting an InTune will pay the regular charge of FJD 1.50 to purchase the InTunes and another FJD 1.50 for gifting it. The same customer will be charged depending on the interface used with the applicable IVR, SMS, WAP or WEB charges.

47. Can a customer unsubscribe from the InTunes service before the subscription expires?

·         Yes. Customers have the option of unsubscribing from the service before the subscription expires. It will take effect immediately after the customer has unsubscribed to the service.

48. How does a customer unsubscribe?

·         Customers have four (4) options available for unsubscribing from the InTunes:

o   IVR by dialing 133

o   SMS by sending keyword “unsub” to 133

o   WAP by going to http://intunes.digicelfiji.com/wap

o   WEB by accessing link on the Digicel Fiji website www.digicelfiji.com

Unsubscribing via IVR

·         Customer dials 133. Will then receive prompt to press 6 to unsubscribe from the service

Unsubscribing via SMS

·         Send SMS with keyword “unsub” to service number 133.

Unsubscribing via WAP

·         Log on to the http://intunes.digicelfiji.com/wap

·         Click on “Unsubscribe from Service” link

Unsubscribing via WEB

·         Log on to the Digicel Fiji website at www.digicelfiji.com

·         Click on the InTunes link.

·         Login to the interface

·         Click on the “Unsubscribe” link

49. Will the callers still hear the InTune playing after a customer has unsubscribed from the service?

·         No. After unsubscribing the regular ring will be played to all callers.

50. Will the callers still hear the InTunes if the called party’s subscription has already expired?

No. InTunes are only played when customer’s subscription is valid. In this case, the regular tring tring will be played to all callers.

Appendix – SMS Commands