1

Index

Page Ccare Explained..2 How to Activate...3 How to search for a particular GSM in Logistics ...5 How to enter personal information...6 How to change the state on an account.8 How to adjust credit.. 11 How to adjust SMS12 How to check usage13 How to send SMS via NoBill.14 How to check for PIN/PUK information..15 CrewSIM NoBill Top Ups..16 CrewSIM Requests.20 List of Operators.26

2 CrewSIM Ccare Explained Activation of New Subscriptions. The new subscriptions arrive to the Ccare e-mail. They can arrive directly from the ship or by fax. At the moment there are some ships that send the information of the crew members using a subscription form, and some others on an exel format. CrewSIM cards can be purchased for free, or they can be bought onboard. Sold CrewSIM cards are found on the following ships: -Fred Olsen fleet -Mano Maritime -Celebration Cruises The cost per SIM is 5USD, including that amount in credit to be used. In all cases, all new numbers to be activated and printed, and need to have the crew members personal information added into the NoBill System. All .xls are stored within file://F:\Telenor MCP\MCP\Market\CrewSIM CCare Each company has a folder and within them a subfolder named subscription forms, where all received subscriptions are found.

3 How to activate CrewSIM NoBill Logistics

Activating new subscriptions in Logistics Select the Logistics tab, then SIM administration

Select the name of the Ship the number belongs to. The search can be done choosing the status of the card (e.g.: received, active, used)

Select the number or range of numbers to be activated, click on (De)activate. Click OK once the number or numbers that need activation are selected.

NOTE:

All cards under the Used status are cards that do not longer exist on the system due to expiration time. Crew members whose cards have expired need to get a new number since it is not possible to recover number under the Used status.

5
How to search for a particular GSM by using the number field Type in the number 90112011

The following numbers need to be 000 if 600 001 if 601 002 if 602 003 if 603 + xxxx .

6
How to enter and modify personal information

Once the activation is done, the information of each crew member has to be entered. Information on full name, Nationality, name of ship where the crew member subscribed and ship owner information is necessary

CrewSIM NoBill Personal Information

Double click on the green man

Select Edit, to add or modify all necessary information

7
Click OK to add information.

Note: Under Street name write the name of the ship where the subscription comes from.

8
How to change the State on an account In some cases a change on the state of the account might be necessary. Cases in which the crew member has lost his CrewSIM number, has not been able to use the service and cases where the account has changed to Frozen automatically are the most common scenarios. The status can change from: In Use to Frozen The system will automatically change the state if the SIM is not used. The following picture shows where to find the states and within each tab the days for the state to change are also specified.

Before first use to In use The state has to be forced to In use. We do this in cases where the crew member reports/claims that his account is not active, but it is active. The status will still show Before first use even when the crew member has tried to send an SMS or top up his account. Once the state is set to In use an automatic SMS will be sent to the crew member informing him on the new status. Frozen to In Use When the system has automatically changed the status due to no usage and the crew member requests to have his number working again, we can forced the system from Frozen state to In use, and the crew member will be able to use the card again. NOTE: the state cannot be changed from Frozen if there is a note indicating that that number is a Lost SIM, or specifying that the account cannot be changed to In use again.

To change the state, proceed as follows: Double click where the state is shown.

A new window pops up

10
On the Properties tab, click on Edit Select the Status according to the scenario and finish by clicking OK

11
How to adjust Credit

In cases where it is necessary to add, or delete credit from an account, proceed as follows: Double click where the credit is shown On the Recent transactions tab click on Adjust amount A new window pops up. Make sure to put the correct amount and select the correct adjustment reason. For cases in which the adjustment is done for other reasons than a voucher refill, select the Manual adjustment reason and leave a brief note about why you are making the modification.

Note: to remove credit remember to add the (minus) or more credit will be added.

12
How to adjust SMS

In cases where it is necessary to add, or delete SMS from an account, proceed as follows: Double click where the SMS are shown On the Counters tab click on select the SMS information The Adjust counter button will now be available (if the selection is not done, the button will remain grayed out) Click on Adjust counter. A new window pops up. Make sure to put the correct amount and select the correct adjustment reason. Select the Manual adjustment reason and leave a brief note about why you are making the modification.

Note: to remove SMS remember to add the (minus) or more SMS will be added.

13
How to check call, SMS and GPRS usage Double click where the credit is displayed. Before stating the search, make sure that the check square From is not marked. Then click on find. Information about calls, SMS, GPRS and refills are shown.

Details of the transaction are populated when selecting one of the listed items.

14
How to send SMS to Crew Members Since most of the answers sent to crew members are done by SMS, it is important to know how to send text messages from NoBill. Double click where the name of the ship owner and the status is shown. A new window pops up. On the Properties tab click on the Send message button. Mind that 160 characters are used for sending one SMS.

All SMS sent SMSs to crew members are shown under History

15
How to see PIN and PUK information
Double click where the ICCID number is displayed. A new window pops up. Info on both PIN and PUK are shown

16
CREWSIM NoBill Top UP How to check for voucher PIN number:
Double click on the SIM drawing, then HISTORY, then drop down to ALL and if the c/m tried to make a top up you will see it there:

In order for you to see the complete PIN number, maximize the window.

How to make a manual Top Up:

Double click on the SIM drawing, go to VOUCHER RE FILL, and then type in the voucher PIN number (12 digit number).
Click OK and if the load was successful, you will see the new amount on the Customer Structure window.

17
Messages that you might have when trying to make a Top Up: Voucher already used Voucher type not valid: in this case check for the currency the acct has and the currency of the voucher. Voucher and account currency have to be the same to be able to top up.

In the FIND VOUCHER section select VOUCHER PIN. Then enter the voucher number and click on SEARCH. You have a new window with information about: If the voucher was used and which number used it (the one in the example is not used yet) Value: it shows which currency the voucher is in: the one in the example is in USD but the account is in AUD In such cases, when the acct is in one currency and the voucher is on a different currency, you need to inform the c/m to get a new crew SIM card so they can top up. NOTE: you can see notes on the account shown in the example, and on the number 882 32 6006850 to see how to proceed.

18
Refill is not allowed. Subscription or associated SIM(s) are barred or in wrong state : make sure that the account is in state active and that the Refill barred box is not checked ()

Some other useful information If it happens that you have some c/m that cannot top up, and you try to make a manual top up and you get a message saying that the voucher has expired, go to the FIND VOUCHER area (bottom left in customer care nobill) enter the PIN number, select Voucher PIN and search. On the new window, check for STATUS: if it says Active, you will need to cancel the voucher by clicking INVALIDATE.

19
In case of invalidation of a voucher, you need to make a top up for the corresponding amount by making a Manual Adjustment. For a Manual adjustment, double click where the name of the ship appears within the Customer Structure. Select the Adjustment amount option.

On the new window, write the corresponding amount, select the Manual adjustment reason and add the corresponding comment. Mention which was the PIN voucher number and the reason for cancellation

20
CrewSIM Requests Here are some of the most common requests received at Ccare and what to answer or how to proceed. SITUATION: Crew member says that when he tries to see his account balance it gives him an error message "Subscriber is not in state active in use" SOLUTION: a) Make sure that the account is active. If the account is not active, then it needs to be activated for the message to disappear. b) If the account is active, try changing the status from Before first use to In use as shown below:

21
SITUATION: Crew member is trying to top up his account but gets a message indicating that the voucher type is incorrect. SOLUTION: Inform the crew member that a new CrewSIM card is needed since the first account was in one currency (in this case in AUD) and the voucher is from another currency (in this case USD)

In these cases, you will see the information in NoBill as shown below:

You can verify if the voucher currency is different form the one in the account:

Select Voucher PIN and enter PIN

22

SITUATION: After having lost his CrewSIM card, crew member has acquired a new one and wants to have the credit on the first card to the new one. SOLUTION: It is not possible to transfer credits from one number to another. In cases where the first SIM was lost, and a new one had been requested, the old number needs to be placed on FROZEN status and the 5 free SMS corresponding to the new number need to be removed (removal of SMS only applicable for non- paid SIM cards) SITUATION: Crew member requests PUK information SOLUTION: PUK information is to be sent only to the crew SAP via e-mail or when the person requesting the PUK gives information on Name and Last name on the account. It is not possible to give out information regarding PIN and PUK codes to crew members that cannot verify that piece of information. Information about PIN and PUK codes can be found in NoBill as shown below:

Double click on the ICCID

Information of PIN & PUK will be shown

23
SITUATION: Crew member failed to enter PUK1 and PUK2. SOLUTION: If both PUK codes were blocked, it is not possible to unblock them. In this case, a new CrewSIM number needs to be requested. SITUATION: Crew member requests information on the phone numbers he has called.

SOLUTION: In cases where information about called numbers is requested, we are only allowed to send it to the owner of the account and only to the address specified in the subscription form. SITUATION Crew member gets your account has been barred when trying to top up. SOLUTION: When that message appears, it means that too many failed attempts to top up the account were made. It will be necessary to change the barred status in NoBill as follows: Go to Edit and unmark the Refill barred

Click OK to finish

24
SITUATION Crew member is tryingto use his CrewSIM card while on shore but it is not working. SOLUTION: CrewSIM cards work only while at sea. SITUATION Crew member claims that he has received incorrect voice charges. SOLUTION: Check in the call history. It will show the activity per day including the time of the call or the time in which the SMSs were sent. All information in there is correct.

NOTE: In cases where the crew member claims that the SMS that he has sent were not received, and you see the charges p/ SMS, it is important to check if there is Roaming agreement with the company he is sending the SMS to. If there is no roaming agreement, credit needs to be refunded and crew member needs to be informed that SMS to that operator will not be sent.

25
SITUATION Crew member wants to have an additional CrewSIM card. SOLUTION: It is not possible to have two (or more) CrewSIM cards registered under the same name. In cases where the same person is in possession of more than one SIM card only one can remain active.

How to answer to the most common requests (Roaming related) What to answer when crew member cannot receive calls or SMS? a) If there is no live agreement: It is unfortunately not possible at this time to receive calls/SMS from (name of Operator) due to lack of roaming services with them. Services work with (name of live operators) We apologize for the inconvenience, Brgds, MCP Ccare b) If there is a live agreement: Your friends and family need to contact their operator and request to have access to the MCP service number 882 32. What to answer when a crew member cannot place calls or send SMS? Information on roaming agreements needs to be checked before answering

a) If there is no live agreement: MCP has at this time no roaming services with (name of operator) thus, preventing you to send SMS /place calls to this operator. Services at the moment are (name live operators) We apologize for the inconvenience, Brgds, MCP Ccare b) If there is a live agreement: Please send us the numbers where you cannot send SMS /place calls so we can work on this matter. Note: in this case send the following information to Hkon (roaming department): Crew SIM number, number he cannot reach, name of the operator, and specify that is a Live operator. BEFORE you send this information, check that there is enough credit on the account (and not to mention that you have checked the operator as well)

SITUATION Crew member gets a message insert SIM, SIM not valid or similar. SOLUTION: In such cases, it is an indication of the phone as being locked. The crew member will need to get an unlocking code over the net or refer to his/ her operator to get one. It is really common that crew members complaint about not being able to use their CrewSIM cards especially when they have changed their phones with a new one. This is referred to as Lock Phone

26 LIST OF OPERATORS: Live operators are listed on the internal web. The green faces are the live roaming agreements How do I check for the name of the Operator if the c/m does not know it? Follow this link: http://www.numberingplans.com/?page=analysis&sub=phonenr Enter the phone number (as shown in the page example) and click on Analyze. There you will be able to see the name of the operator that phone number belongs to. Once you have the name of the company you can check on the Operators list.