Telenor Engage

Author: telenorengage-user

  • You are able to ping Domain

    How to telnet domain

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    You are able to ping Domain/URL but the service is still not working

    How to telnet domain

    In this we recommend you to please telnet our Domain/URL with port and share the screenshot with our Support Team.

    Here is an example of how to telnet Domain

    telnet smsctp1.eocean 24555

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  • How to address daily complaints related to MNP

    You can advise your customer to write “MNP” in the SMS body and send it to “Your designated Shortcode”.

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    How to address daily complaints related to MNP?

    You can advise your customer to write “MNP” in the SMS body and send it to “Your designated Shortcode”.

    Or you can update their number through the Eocean reporting portal from the following options.

    Login > HLR > Enter customer number > Update Network

    Login > MNP Update > Enter phone number-Marked check > Update Network

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  • Why do users change their Network

    MNP offers several benefits to mobile phone users, such as:

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    Why do users change their Network?

    MNP offers several benefits to mobile phone users, such as:

    Freedom to choose: MNP enables users to choose the network service provider of their choice without having to change their phone number.

    Competitive pricing: With MNP, users can take advantage of competitive pricing and choose the best deals offered by different network service providers.

    Better service quality: Users can switch to a network service provider that offers better service quality, network coverage, and faster internet speeds.

    Convenience: With MNP, users don’t have to go through the hassle of informing all their contacts about a change in their phone number.

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  • How does MNP work

    Mobile Number Portability (MNP)

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    How does MNP work?

    Mobile Number Portability (MNP)

    Mobile Number Portability (MNP) is a service that allows mobile phone users to keep their phone numbers when switching from one network service provider to another. It enables consumers to choose the network service provider of their choice without having to change their phone number.

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  • What is MNP

    Mobile Number Portability (MNP) is a service that allows mobile phone users to keep their phone numbers when switching from one network service provider to another. It enables consumers to choose the network service provider of their choice without having to change their phone number.

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    What is MNP?

    Mobile Number Portability (MNP) is a service that allows mobile phone users to keep their phone numbers when switching from one network service provider to another. It enables consumers to choose the network service provider of their choice without having to change their phone number.

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  • What are agent seats and how does the pricing work for it

    Agents refer to your sales and support teams who log into your Digital Connect account, access customer data and interact with customers as needed to resolve support issues. Agent is a paid role and requires a license to access customer conversations. All subscription plans come with a certain number of agent seats included in the plan.

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    What are agent seats and how does the pricing work for it?

    Agents refer to your sales and support teams who log into your Digital Connect account, access customer data and interact with customers as needed to resolve support issues. Agent is a paid role and requires a license to access customer conversations. All subscription plans come with a certain number of agent seats included in the plan.

    Agents refer to your sales and support teams who log into your Digital Connect account, access customer data and interact with customers as needed to resolve support issues. Agent is a paid role and requires a license to access customer conversations. All subscription plans come with a certain number of agent seats included in the plan.

    How does the pricing work?

    Agent Seats are billed monthly. When you add an agent seat to your account, your agent seat charge will be prorated based on how much time remains in the current month. For example, if you purchase your agent seat on June 28th, you will receive an invoice for the prorated cost to only cover the final three days of the month. You would then be charged full seat amount for all subsequent months.

    Similarly, when you reduce agent seats from your account, your agent seats will be prorated based on how much time remains in the current month. For example, if you reduce your agent seats on June 7th, you will receive an invoice for the prorated cost to cover the first seven days of the month.

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  • What happens if my monthly active user MAU Tier is exceeded

    In case you exceed your monthly active user tier limit for your purchased subscription plan, You can continue to communicate with your customers and we will not restrict your account even if you exceed your MAU tier. However, in that case, you will be charged $0.035 (or any custom fee as per your plan) per additional user outside your tier for that billing period.

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    What happens if my monthly active user (MAU) Tier is exceeded?

    In case you exceed your monthly active user tier limit for your purchased subscription plan, You can continue to communicate with your customers and we will not restrict your account even if you exceed your MAU tier. However, in that case, you will be charged $0.035 (or any custom fee as per your plan) per additional user outside your tier for that billing period.

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  • Can I Upgrade or Downgrade my Digital Connect Subscription Plan

    One of the best features of our subscription plans is their flexibility. You can upgrade or downgrade your monthly plan at any time to suit your current needs—even in the middle of a billing period. When you make a change to your plan, the system will automatically prorate the subscription costs, ensuring you only pay for the days used on each plan.

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    Can I Upgrade or Downgrade my Digital Connect Subscription Plan?

    One of the best features of our subscription plans is their flexibility. You can upgrade or downgrade your monthly plan at any time to suit your current needs—even in the middle of a billing period. When you make a change to your plan, the system will automatically prorate the subscription costs, ensuring you only pay for the days used on each plan.

    How Prorated Billing Works

    Here’s an example to illustrate how prorated billing is calculated when changing plans mid-cycle.

    Scenario:

    • You’re on a Starter Plan priced at $150 per month and are billed on the 1st of each month.
    • Halfway through the billing cycle, on the 15th of a 30-day month, you decide to upgrade to the Growth Plan priced at $250 per month.

    In this situation:

    1. Starter Plan (15 days used): Since you’ve used the Starter Plan for half the month, you’ll be charged for those 15 days:
      • Calculation: $150 * (15 days used / 30 days total) = $75
    2. Growth Plan (15 days remaining): For the remaining 15 days of the month, you’ll be charged for the new Growth Plan:
      • Calculation:$250 * (15 days remaining / 30 days total) = $125

    Total Prorated Cost: $75 (Starter Plan) + $125 (Growth Plan) = $200

    By prorating the costs, you only pay for the time spent on each plan, making the transition seamless and budget-friendly.

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  • How are WhatsApp Conversations charged

    Businesses using the WhatsApp Business Platform will be charged per 24-hour conversation, with different rates by template category.

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    How are WhatsApp Conversations charged

    Businesses using the WhatsApp Business Platform will be charged per 24-hour conversation, with different rates by template category.

    Conversation types and how they apply to your pricing

    Businesses can initiate a conversation using a template message. The category of the template message used will define the conversation type.

    Utility – Business-initiated conversations relating to a transaction, including post-purchase notifications and recurring billing statements to customers who have opted in.

    Authentication – Business-initiated conversations that enable businesses to authenticate users with one-time passwords at multiple steps during the login process, such as account registration, account recovery, and integrity challenges.

    Marketing – Business-initiated conversations to market a product or service to customers, such as relevant offers to customers who have opted in. Any business-initiated conversation that does not qualify as an authentication or utility conversation would also fall under this category.

    Service – User-initiated conversation, such as to resolve a customer query.

    Meta has recently updated pricing for WhatsApp Conversations. Service Conversations are now free. See Pricing Updates. This change does not affect how service conversations are opened.

    Rates for WhatsApp Conversations

    Rates vary based on conversation category and country/region rate. You can download the rate card below that corresponds to your WhatsApp Business Account’s currency to rates by country/region for each conversation category.

    Rate cards

    Free entry point conversations extended to 72-hour session

    From 1st March 2023 conversations that start from a free entry point (Click to WhatsApp ads) will be free for 72 hours instead of 24 hours. This means if a customer starts a conversation from a Facebook ad a business can respond with any type of WhatsApp message (including marketing templates) for free for 72 hours.

    1,000 Free conversations for service Conversations only

    Service conversations will qualify for the 1,000 free monthly conversations. Marketing, utility and authentication conversations are not part of the free tier.

    To learn more about how conversation charges work, see examples below.

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  • monthly active users and how are they calculated in Digital Connect

    Monthly Active User (MAU) refers to the count of unique users with whom messages were exchanged (sent or received) within a billing period. The billing period here refers to the month of your billing cycle. If a business has exchanged multiple messages with a unique user within a billing month, it is still counted as one user. This MAU count resets to zero on the first day of each new billing month.

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    What are monthly active users and how are they calculated in Digital Connect?

    Monthly Active User (MAU) refers to the count of unique users with whom messages were exchanged (sent or received) within a billing period. The billing period here refers to the month of your billing cycle. If a business has exchanged multiple messages with a unique user within a billing month, it is still counted as one user. This MAU count resets to zero on the first day of each new billing month.

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