What is Virtual Home Environment/Smart Call Assistance?

Virtual Home Environment allows VIVA customers roaming in a visiting network to use some short code services such as the directory assistance and medical service of the visiting network, as well as the same dialling mode and some short code services such as emergency numbers and voice mailbox (VM) and customer service of the home network.

Who can use VHE?

All VIVA customers can make benefit from VHE while roaming.

What can I do exactly with VHE?

- With VHE/Smart Call Assistance, VIVA roamer can dial Bahraini mobile numbers the same way he dials them while in home network (dialling in national format). The inbound roamer can also use this feature.
- With VHE/Smart Call Assistance, VIVA roamer can dial Bahraini short codes the same way he dials them while in Bahrain.
- If there are similar short codes in Bahrain and in visiting network (for example 124 is the same in both home and visiting network), dialling 124 while in visiting network will route the call to the visiting network emergency centre). To dial the home emergency, VIVA roamer should dial the international format of the short code.
- Using USSD commands the same way they are used in home network.

What is an Outreach message?

- Once the VIVA roamer switches on their mobile in visiting network, they will receive a welcome SMS from VIVA, including e.g. emergency numbers of the roaming country, Bahraini embassy number, etc.

What is a Welcome SMS?

- Once the roamer switches on their mobile when they arrive in Bahrain, they will receive a welcome SMS from the VIVA network.

What is VIVA Collect Call?

VIVA Collect Call offers customers, an opportunity to make calls, and charge the receiver for the call. This is provided that they accept the charges.

Who can make a Collect Call?

VIVA Postpaid and prepaid subscribers.

Can I make a Collect Call to a Zain or Batelco customer?

No, this service is exclusive for VIVA customers only.

What is the subscription fee for this service?

This service does not require any subscription fee.

What are the charges for Collect Call service?

There is no charge for the caller, but the receiver of the call will be charged as per their regular voice rate.

Is there a limit in making or receiving a Collect Call per day?

No.

Can I make a Collect Call while roaming?

No.

How do I get assistance/help?

Call 124 and a Customer Care Agent will assist you in your questions/queries.

What is Conference Call?

Call Conference allows VIVA customers to speak with up to six people at the same time using their mobile phone, making it ideal for talking to the family or organising events or discussing business when they're out of the office.

Who can subscribe to Call Conference?

Call Conference is activated by default when customer purchases their line.

How much does it cost?

Call Conference is available for free to all VIVA customers. Each call in the conference is charged separately. For example, in a three way conferencing, calls are charged as if they were three separate calls.

Does Call Conference support Voice and Video?

Call conference (Multi-party) only supports voice calls.

Can I use Call Conference while roaming?

Yes.

How can I manage my conference call?

1. Make a call to the first participant.
2. To make a call to another participant, select Options and choose New Call. The first call is automatically put on hold.
3. When the new call is answered, to join the first participant in the conference call, select Options and choose Conference or Join.
4. To add a new person to the call, repeat step 2, and select Options. Select Conference then Add to conference. You can add up to 6 people.
5. At any time, you can select Options, and make a private call to one of the participants. Others will be put on hold.
6. At any time, you can Hold the conference with one of the participants by selecting Options, then Hold.
7. At any time, you can select Options, and End the call with one of the participants.
8. To End the conference call, simply hang up.

What is Credit Transfer?

VIVA Credit Transfer is a service enabling prepaid customers to transfer credit to a prepaid customer.

How can I subscribe to Credit Transfer?

No subscription.

How much does Credit Transfer cost?

No transaction fees will be deducted, only the transferred credit will be decremented from the sender’s account.

How can I transfer credit to another customer?

To transfer credit, 1. type a command on your mobile screen as the below:
*121*33yyyyyy*1#
Where:
121 is the service short code
1 is the amount to transfer
33yyyyyy is the destination number, to whom credit is transferred
2. Go to the STK menu->my services->free services->Credit Transfer and follow the instructions
3. SMS command, send an SMS to 121 including the below content
T MSISDN

How can I receive credit from another customer?

Once a customer transfers credit to your account, you will receive an SMS confirming the transfer.

What are the amounts can I transfer?

-The minimum transfer amount is 1BD
-The amount transferred has to be an integer
-The maximum amount to transfer is 100 BD.

Are there a maximum number of transfers?

No, a customer can make any number of transfers.

Can I transfer validity?

No, only airtime credit can be transferred.

Can I unsubscribe/deactivate the credit transfer service?

No.

Can I transfer credit to a customer abroad? How?

Yes, you can transfer to a customer abroad.
You must follow the same instructions for local credit transfers.

While I am roaming abroad, can I transfer credit?

No.

Can I transfer from my post paid to prepaid?

No

Can I transfer credit while I am in grace period (receive-only state)?

No.

Can I receive credit while I am in grace period (receive-only state)?

Yes you can. However, you will remain in grace period until you recharge validity. You will not be able to use the transferred credit until you extend your validity period.

How safe and secure is the Credit Transfer service?

The Credit Transfer service is an extremely safe and secured way to transfer credit. The sender always receives a confirmation prompt before completing the transfer and a confirmation message after the completion of the transfer.

What is a Local Roaming Number?

Local Roaming Number (LRN) is a service for inbound roamers (Non-Bahraini mobile subscribers visiting Bahrain) who already have a mobile line from any other operator in the world and are coming to Bahrain. This line will be used within Bahrain as a normal prepaid line: it will allow them to make and receive voice calls.

How can I subscribe to the LRN service?

Only inbound roamers are eligible to subscribe to LRN. Roamers should call 182 and follow the instructions.

What are the service rules for LRN’s?

Once subscribed to LRN, the inbound roamer gets 200 Fils as credit valid for 2 days and free of charge. If the roamer doesn’t recharge within these 2 days, LRN will be suspended for 2 days where he can only receive calls. After these 2 suspension days,if customer does not recharge, line will be blocked for incoming and outgoing calls/SMS for 1 days. If within this day, customer does not recharge, line will be completely disconnected.

What can I use a LRN for?

Inbound roamer can only use their LRN to make voice calls and send SMS.

How do I use my LRN?

To make voice calls using LRN, inbound roamers have to switch their profile by entering *182*2#, then entering the mobile number they want to call.

Will both lines be active?

Both lines, the original (home network) number and LRN number, will be active i.e. able to receive and make calls.

How will I be charged while using my LRN?

Inbound roamers will be charged according to a prepaid plan tariff structure.

How can I recharge my LRN?

Inbound roamer calls the 182 dedicated IVR to either recharge, query their balance or to change language.
The inbound roamer has the following recharging options:
- At launch: Scratch cards
- Top-up, mobile to mobile credit transfer, as well as scratch cards.

Can I cancel LRN?

Inbound roamer can cancel LRN by calling 182 free of charge.

What are VIVA Missed Call Notification MCN and VIVA Missed Call Notification Plus MCNP?

These are two services that allow customers to know who called them when they were either switched off, out of coverage, busy or unconditionally diverted (the last two scenarios apply to MCNP only).

Who can subscribe to VIVA Missed Call Notification MCN?

MCN will be activated by default for postpaid and prepaid customers.

Who can subscribe to VIVA Missed Call Notification Plus MCNP?

Post paid and Prepaid customers are eligible to subscribe to MCNP. AMCN is charged 0.8 BD per month.

How can I subscribe to VIVA Missed Call Notification MCN?

No subscription

How can I subscribe to VIVA Missed Call Notification Plus MCNP?

All customers can subscribe to MCNP via the following channels:
*By calling 124 and following the instructions
* Sending *180# from the mobile.
*Customer care/POS

What is the difference between VIVA Missed Call Notification MCN and VIVA Missed Call Notification Plus MCNP?

MCN allows customers to divert their calls to Missed Call Alert application in case their mobile phone is switched off or Out of Reach.
MCNP allows customers to divert their calls to Missed Call Alert application in case their mobile phone is switched off or Out of Reach, Busy or simply when they divert all calls (unconditionally).

How can I use MCN and MCNP?

User should divert his calls to 123 or 180 by:
1. Accessing the menu/settings/call divert/unreachable/ or Busy/ or Unconditional (all calls)/ and then entering
- for MCN : 123 or +973 33 124123 .
- for MCNP : 180 or 00973 33124180
2. Using the following code for PMCN:
a) Unreachable: *62*180# then Send
b) Busy: *67*180# then Send
c) Unconditional (all calls): *21*180# then Send

What does the SMS notification include?

The sender ID of the SMS notification will be the caller MSISDN. The SMS will include the number of call attempts with the date and time of the last attempt.

How can I unsubscribe from MCNP?

Same activation channels can be used for deactivation.
For MCN:
It can be disabled as below :
*sending #123#
*Customer care/POS
For MCNP:
* STC Bahrain main IVR - by calling 124 and follow the instructions
*Sending #180#
*Customer care/POS

What is VIVA Unified Messaging?

VIVA Unified Messaging is a service that helps users manage their calls more effectively and efficiently and avoid missing calls. The service is usually offered to people who don’t want to miss calls, where customers can receive and send Voice/Video Mails from/to other recipients.

How can I activate VIVA Unified Messaging?

VIVA Unified Messaging will be provided by default for all VIVA postpaid and prepaid customers and free of charge.

How can I use my VIVA Unified Messaging?

To use voicemail box, user should divert their calls to 187 (or +973 33124187) in one of the following conditions:
- Unconditional (All calls)
- Powered-off
- Unreachable or out of coverage
- Busy
- No reply
For messages direct retrieval, user dials 186 or +973 33124186.

Will I be notified if someone calls me without leaving a voice/video message?

Abandon Call Alert will notify the user anytime someone reaches their mailbox without leaving a voice /video message.

What will be my default username and password?

Default username will be the 8 digits mobile number and the default password will be the last 4 digits of the mobile number.

How can I access my mailbox to personalize my settings and options?

User can access their mailbox by dialling 185 directly from their mobile or indirectly while roaming (+973 33124185); roaming charges apply.

What is the storage capacity of my mailbox?

- Min deposit message length: 3 seconds.
- Max deposit message length: 30 seconds.
- Mailbox can store up to 20 messages.
- Messages in Inbox are deleted after 10 days if not saved.
- Trash folder message retention before purge: 3 days.
- Saved messages are deleted after one month.

How can I change my mailbox language?

To change the language, user should:
1. Dial 185
2. From the main menu, choose Profile Options then Global Options then Language Options.

How can I change my greeting?

To change the greeting, user should:
1. Dial 185
2. From the main menu, choose Profile Options then Greetings.

How can I change my password?

To change the password, user should:
1. Dial 185
2. From the main menu, choose Profile Options then Security Options.

What will happen if my mailbox is full?

When the mailbox is full, the system will send a ‘Full Mailbox’ notification to the mailbox owner. Callers will not be able to deposit new voice/video messages.

Can anyone leave Voice / Video Mail?

Yes, anyone can leave you a message.

Can I save my messages forever?

No, Saved messages are deleted after one month.

What is Voice SMS?

Voice SMS is a service that allows you to send Voice SMS to another person locally.
Voice SMS complements other messaging services. Compared to standard text SMS, Voice SMS builds on the basic benefit of convenient and inexpensive messaging, yet overcomes the difficulties of typing. When time pressures build, some messages are more easily spoken than typed, while others are more complex than fit within the space limitations of text SMS.

How do I send Voice SMS?

Simply dial *3 followed by the number you desire then press ok or send - Record your voice message and hang up the call.

How will I receive a Voice SMS?

A message notification will be sent to you with 2 retrieval numbers: One retrieval number to listen to the Voice SMS sent to you and one retrieval number to listen to your old Voice SMS.

How much will I be charged to retrieve my Voice SMS?

Customers can retrieve and listen to their new messages free of charge. For retrieval of their old messages, they will be charged per min (on-net).

How many Voice SMS can be saved in my Voice SMS inbox?

Only <5> Voice SMS can be saved. If your inbox reach the maximum number of Voice SMS, make sure to delete some of the Voice SMS in your inbox in order to be able to receive other Voice SMS.

Would the Voice SMS saved be deleted after a certain period?

A saved Voice SMS will be deleted after <8 > days

How many times can I hear my Voice SMS?

You can hear your Voice SMS as many times as you wish.
Note: Each Voice SMS that is saved has a validity period of <8> days then it will be deleted

If I don’t hear my new Voice SMS, would it be deleted after a certain period?

Yes. If you don’t hear your new Voice SMS after <8> days, it will be automatically deleted.

What is the duration of the message that I can send through Voice SMS service?

You can record a message for a maximum of 60 seconds

How much will I be charged for Voice SMS I send?

You will be charged 20 fils / Voice SMS for VIVA Postpaid and 25 fils / Voice SMS for VIVA Prepaid

Can I use Voice SMS service while roaming?

You can receive and access your Voice SMS by dialling <+973 33 124501 >, but you can’t record Voice SMS while roaming.