Value Added Services

1) Why should subscribers use this service instead of traditional landline services? What are the competitive advantages?

• The main difference between this service and the traditional landline telephone system is that the subscriber receives this service over Internet. The subscriber receives all the features expected of a traditional landline phone, and can also have certain features by default on their Shatel phone service, that are hard to get in the traditional system. For example, if a person wants to have a 3-sided conference call using a traditional landline phone operator, they must go through complex procedures and endure huge costs, whereas, Shatel phone service offers this feature by default and it is sufficient for the user to activate it using a USSD.
• ShatelTalk has a very different feature comparing to the traditional system. This is the possibility of transferring the landline telephone number throughout the province. The subscriber just needs to connect to Shatel Internet service at any point in the province and start using ShatelTalk.
• Another advantage of this service is the convenience of providing users with special packages. In the future, there are special credit packages to be offered to subscribers.
• Another advantage is the possibility of transferring POTS line. Contrary to the traditional system, in which the landline remains in the former location forever, the POTS telephone system provides the possibility for the subscriber to, after making co-ordinations with our staff, move their line as they move to another location.
• The security of voice transmission also is another advantage for subscribers who give call security priority over other features. The so-called “stealing the voice” transmitted from a pair of wires of a traditional telephone system is easy. It’s just enough to find the path of the paired line of telecommunication copper wires, and then it can be easily eavesdropped by placing a device on the path. Whereas it is not possible when voice is being transferred over IP, and voice calls will be transferred in the form of network packets, and even if someone wants to sniff those packets, it will not be possible, because the packets do not cross a path one after the other, and each packet passes through a specific path and eventually is delivered to the recipient. For this reason, it benefits from high security levels.

2) How do we respond to subscribers in the event of a problem and disruption in the provision of this service?

Subscribers can contact us at 91000000 (Technical Support) to inform us of the problem so that we can resolve it as soon as possible.

3) If the recipient’s line is disconnected or for any reason is unregistered in the network, what feedback will be received?

In this case, a message will be played for the caller.

4) What USSD codes can subscribers use and how does each one work?

• Forward on Ring:

– The subscriber can immediately, after receiving a call, transfer it to another number using this feature. The subscriber can enable this option by dialing *611n (n is the telephone number that calls should be transferred to).

– To disable this option, subscriber should dial *601.

• Forward on Busy:

– The subscriber can use this option to assign another number to transfer incoming calls to when their line is busy. The subscriber can enable this option by dialing *612n (n is the telephone number that calls should be transferred to).

– To disable this option, the subscriber should dial *602.

• Forward on No Answer:

– The subscriber can use this option to specify a number for the calls they do not answer to be transferred to. The subscriber can enable this option by dialing *613n (n is the telephone number that calls should be transferred to).

– To disable this option, the subscriber should dial *603.

• Forward on Unavailable:

– The subscriber can use this option to specify another number for the incoming calls to be transferred to when the subscriber is not available for any reason. The subscriber can enable this option by dialing *614n (n is the telephone number that calls should be transferred to).

– To disable this option, the subscriber should dial *604.

• Forward all calls:

– The subscriber can use this option to transfer all calls to another number regardless of the line being busy, no-response or not being available. The subscriber can enable this option by dialing *610n (n is the telephone number that calls should be transferred to).

– To disable this option, the subscriber should dial *600.

5) How can subscribers request the service to be temporary disconnected?

If the subscriber intends not to use the telephone for a period of time, they must visit one of Shatel offices to request temporary disconnection the telephone. The documents and conditions required for temporary disconnection and reconnection of the telephone based on the subscriber’s request are as follows:

• In-person visit to Shatel offices by the subscriber, their legal representative or the person who uses the telephone
• Presenting the original valid identification document such as birth certificate or national ID card

6) In what other ways apart from subscriber’s request may the telephone line be disconnected?

In addition to subscriber’s request, in other cases which are stated as follows, it is also possible that Shatel disconnects a landline telephone:

• Disconnection due to phone abuse and harassing other subscribers
• Disconnection due to interference in hardware and software infrastructure
• Disconnection following the order of judicial authorities due to the existence of a plaintiff
• If the subscriber does not activate the service or does not call destinations outside the network within six months from the date of delivery, or if after the initial call there is no transaction (except for free transactions such as emergency service, fire service and 110) for more than six consecutive months, in case of positive account balance, the subscription fee will be deducted monthly from the subscriber’s account until the credit is over, and if not, the line will be restricted to incoming calls only, and in case there is no payment after 6 months, the service will be cut off

7) What should be done to address phone harassment?

By visiting the nearest agent and submitting their ID card, subscribers can inform Shatel experts of the problem so that it can be resolved.

8) In what circumstances can a subscriber who is constantly in trouble with phone harassment change their telephone number?

Changing the phone number will be possible if 3 different numbers are acknowledged by Shatel experts as telephone harassers calling the subscribers’s line.

9) What punishments are considered for telephone harassment?

The first time that it is proved a person uses their telecommunication device to harass others, or to intentionally and deliberately interfere with someone else’s communication, their telephone service will be cut off for one week along with a written notice, and reconnecting the service requires payment of related expenses. If harassment occurs for the second time, the telephone service will be cut off for three months along with a written notice and reconnecting the service requires payment of related expenses. And if the subscriber is found guilty for the third time, the company permanently terminates the telephone service and collects phone equipment, and will refund the subscriber’s deposit after the fees and charges have been deducted from subscriber’s account.

10)  Should the owner of the line be present to apply for the special services?

No

11)  What is the legal age to purchase a landline phone number?

The legal age to purchase a landline phone number is 18 and the buyer is required to be present at the time of purchase.

12)  Can the subscriber make international calls using this service?

No

13) Is it possible to use one number on two mobile phones?

No, each number can only be used on one device.

14) What numbers can a subscriber call using this service?

Using landline phone on POTS and ShatelTalk, subscribers can call all destinations including intra-provincial and inter-provincial landlines, mobile operators and other Shatel landlines (POTS and ShatelTalk).

15) What numbers can call Shatel landline phones?

All telephone lines in the same province and in other provinces, mobile operators and Shatel landlines (POTS and ShatelTalk) can call Shatel landlines, including POTS and ShatelTalk.

16) Can a subscriber use a phone line purchased in a province in other provinces?

No. Of course, it’s just true about ShatelTalk. It should be noted that there is no limit to transfer ShatelTalk within the province. It is enough for the subscriber to connect to Shatel Internet at any point in the province to use the service.

POTS