Digicel PICS & Digicel TONES

Digicel FAQs - Digi Tones

Nokia 3310, 3210, 8890, 6210, 8210
Ericsson T20 & T28
Motorola T250, P7389, T190
Siemens M35, A35, A36
Siemens C45
Charging
Customer Questions

Nokia 3310, 3210, 8890, 6210, 8210

I am not able to save my ring tone when received?
Chances are that all your available slots are already filled; therefore one needs to be replaced to accommodate the new ring tone.

I cannot send a ring tone I received from your site to another phone?
Currently Nokia does not provide a send option on their handsets. This is done to comply with the International Copyright Law that protects the greater community of musicians and singers alike.

How do I know that I have received a ring tone?
The message "Ring tone received" will appear on the screen.

How do I know that I have received a logo?
The message "Operator logo received" will appear on the screen.

How do I save a picture logo to my phone?
Once received, press the menu button, the choose option "Save" to replace Digicel.

How do I know that I have received a picture message?
The message "Picture message received" will appear on the screen.

How do I save a picture message?
Once received, press View then choose save. To save make sure that there are available slots to save to, review your slots within messages.

Ericsson T20 & T28 (Digipics will not launched with this phone)

Can I receive ring tone?
No you cannot receive a ringtone the handsets supported are

Can I receive picture messages?
Yes you can but this is dependent on some of the pictures sent. Some pictures are not compatible.

How do I save a picture from a picture message?
First open the message. Then scroll within the message to highlight the picture icon ([ ]). The press the Yes button to view the picture and press option to select Save. Then choose the category within which you would like to save the picture.

How do I save a ring tone from my message received?
First open the message. Then scroll within the message to highlight the music symbol icon ([ ]). The press the Yes button to view the picture and press option to select Save. Then choose the category within which you would like to save the picture.

Can I receive picture messages?
No.

Can I change the logo from Digicel?
Not on the Ericsson T20 or the T28.

Can I receive ring tones?
These brands do not support receiving ring tones.

Motorola T250, P7389, T190

Can I receive picture messages?
No.

Can I change the logo from Digicel?
No. Motorola handsets are not compatible with logos.

Can I receive ring tones?
You can receive ring tones on the T190; you cannot receive tones on the T250 or the P7389.

How can I change the tempo or pace (time beat) of the tone on T190?
The tempo or pace (time beat) of the tone can be adjusted. Go to the Audio Setting menu of your handset; select edit melody, select the tone you want to edit. There are 4 tempos (time beat) to choose from: Lento (slow), Medium, Allegro (medium-fast) and Presto (fast).

Siemens M35, A35, A36

Can the logo be changed?
No

Can I receive picture messages
No. The bitmaps that are programmed with phone can be sent.

Siemens C45

Can the logo be changed?
Yes

Can I receive picture messages?
No

Can I receive ring tones?
Yes

How do I save and use a ring tone?
Upon receiving the Ring tone an icon will appear on the left soft key press it and choose save then select load.

How do I use the logo or picture Message?
Upon receiving the Logo or Picture message an icon will appear on the left soft key press it and choose save then choose logo or screensaver and select load.

How do I save a logo or picture Message?
Upon receiving the Logo or Picture message an icon will appear on the left soft key press it and choose save then choose logo or screensaver and select save again.

Charging

How will I be charged as a flex customer?
Money will be deducted from your account, after ordering a ringtone or Icon

How will I be charged as a select customer?
This will appear on your monthly bill.

How will I know what the ring tones sound like?
You can listen to either a list of the top 5 tones that are available or an individual tone. Simply dial the listening line number and select the option you require.

Can I skip to the next tone in the top 5-ring tones menu?
Yes you may skip to the next tone at any time you would like by pressing 2

Will the access to the customer service agent from whom I will be buying the ring tones or pictures are free?
Depending on the set-up. Calls in England are charged at the National Rate, to prevent hoaxers getting a free-ride - it acts as a base-line deterrent to prank callers or hoaxers - I would imagine that you could dictate your own rates on your own service for calls to your own Customer Service line.

If I as a flex customer have insufficient or no credit will I still be able to access the buy menu per say or will I just be advised that I do not have enough credit and still be put through to an agent.
The system will advise you that you do not have enough credit to order the product

Will the system be totally automated or will there be actual human conversation?
The ordering system, is, at the moment, fully automated - prompts by the recording allow customers to enter their choice and information into pre-programmed gaps.

In a scenario where the customer cant receive ring tones or pictures for some technical reason that can pop up, will the customer be rebated or offered another selection or both.
If the customer rings the customer support line, the standard first action is to attempt a re-send of that item once all the details have been confirmed. Should the customer's handset not be compatible, and then they can be refunded at the discretion of the customer service advisor.

How will the selection of ring tones or pictures be made, by dtmf from customer handset or word of mouth?
A DTMF From Handset

Where as the wrong ring tone or picture was sent how would the customer be satisfied?
Once the customer calls the customer service line and makes the customer service advisor aware of the problem, the CSA can attempt a re-send using the details given by the customer, correcting any input errors.

Will I be able to order a ring tone or a picture message for another subscriber from my service?
If you are using a number-capture system, the automated service will auto-capture the number for the telephone making the call. If you are using a prompt system, then you can input any number you like - be it your own, or someone else.

If I can do the above will I be charged or the person receiving the ring tone or picture?
The service is charged to the person who is connecting to the order line. If you order from your landline for a mobile phone, your landline will be charged. If you order from a mobile phone for a different mobile phone, the mobile that connected to the order line will be the one that is charged.

How do I Delete a tone after is have saved it and decide that I do not want it
Tones cannot be deleted from the handset, they can only be over written.

How do I Delete a picture after I have saved it and decide that I do not want it
Pictures cannot be deleted from handsets, they can only be over written

If I buy two tones will one over write the other?
This is dependent on the number of spaces for tones in your handset, where the you choose to save the second tone.

When I buy two tones how do I save them both?
The tones will come as 2 separate data messages; they will each give you the option to save.

What if the customer selects the wrong handset type in the IVR?
Customers should reorder the tone.

What is the difference between a Logo and a Picture message?
A logo replaces the Digicel on the screen of your handset. A picture is an image on your handset, stored in your text message inbox. This picture message can be forwarded to other compatible handsets, i.e. Nokia picture messages will only work with Nokia handsets, Siemens picture messages will only work with siemens, etc.

Can I send my logo to another handset?
No, you cannot send logos.

Customer Questions

NO ORDER NUMBER
Customer calls IVR - hangs up or is cut off before order information is given at the end of the call, therefore has no order number. Go into "Search for order details" and enter mobile telephone number under "Mobile No." This will search the database to which it's connected and bring back the order details in the same format as searching for the Order Number.

NON COMPLETION OF CALL
Customer didn't get far enough through the call to actually place a full order; therefore numbers will not have been stored in the system. By asking key questions about the IVR recording such as "is it a male or a female voice" or "what information did it ask you for" or "in what order did it request that information" CSA's can get a good idea of whether or not the customer has placed a call to that order line.

INCORRECT DETAILS GIVEN
These can be checked by searching for the order number or mobile telephone number. The only difficulty here is if the customer didn't get an order number, and didn't input the correct mobile - that order is then "lost" in the system, as the only way to search for it is by mobile telephone number - if it's the incorrect mobile number, there's no way to find it - questions can then be asked of the customer similar to those in the "NON COMPLETION OF CALL" situation, to establish whether or not the caller actually placed an order in the first place. If the CSA believes the customer to have placed an order, the tone or graphic can be sent out using the "Send Tone/Graphic" section of the admin screen. Common mistakes include giving the wrong make/model of mobile phone. Customers will be convinced that they have a "Nokia Motorola" or a "Motorola 3210" - popping the back of the phone and examining the information plate underneath the battery usually sorts out both make and model of a telephone.

CUSTOMERS HANDSET PROBLEMS
As long as the CSA is convinced that the customer has placed an order, any issue can be resolved using the "Send Tone/Graphic" screen, to simply send the item out to the customer. Customers don't always understand what they've done or how they've done it, and so it can be frustrating for those people who can't operate their mobile telephones to actually receive the item through - they assume that things are automatically saved and their ringtone changed to the new tone without them having to do anything. Familiarity with the system, and with various basic models and how they receive the tones through is always a bonus.