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Showing posts with label IVRS. Show all posts
Showing posts with label IVRS. Show all posts

Saturday, 12 January 2019

17:52

Mumbai Passenger Reservation System Shutdown for Upgrade Activity on 13.01.2019/14.01.2019

Mumbai Passenger Reservation System Shutdown for Upgrade Activity on 13.01.2019/14.01.2019

2019/1/9
12-01-2019

Mumbai Passenger Reservation System (PRS) Downtime (Shutdown) for Upgrade Activity on 13/14.1.2019 (Sun/Mon night)
Central Railway Press Release
Mumbai Passenger Reservation System (PRS) Downtime (Shutdown) for Upgrade  Activity on 13/14.1.2019 (Sun/Mon night)
PRS system Downtime for Firmware Upgrade Activity is planned o­n  intervening night of 13.01.2019 & 14.01.2019. PNR and Coaching refund activities will not be available from 22.45 hrs of 13.01.2019  to 05.15 hrs of 14.01.2019.
IVRS system, Current Reservation, Refund Counters, Coaching Refund terminal, Internet Booking for Mumbai PRS will not be available during the above period.
Passengers are requested to please note.

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Saturday, 3 February 2018

08:25

Divyangjan Passengers Added with More Facilities -Indian Railways

Divyangjan Passengers Added with More Facilities -Indian Railways

Making Railways Disabled Friendly 
In order to provide better accessibility to Persons with Disabilities (Divyangjan), short term facilities as detailed below have been planned at all stations, beginning with ‘A-1’, ‘A’ and ‘B’ category stations:-
• Standard ramp for barrier free entry
• Earmarking at least two parking lots
• Non-slippery walk-way from parking lot to building
• Signages of appropriate visibility
• At least one toilet (on the ground floor)
• At least one drinking water tap suitable for use by Persons with Disabilities (Divyangjan)
• ‘May I help you’ Booth
In addition, long term facilities, as detailed below, have also been planned at ‘A-1’, ‘A’ and ‘B’ category stations:-
• Provision of facility for inter-platform transfer
• Engraving on edges of platform
In order to facilitate easy movement of elderly, sick and Persons with Disabilities (Divyangjan) and for smooth access to platforms at major railway stations, escalators have been planned at all ‘A-1’, ‘A’ & ‘C’ category stations with footfall of 25,000 and above and stations of tourist importance. These escalators shall be provided progressively at all such stations.
So far, 456 escalators at 170 stations and 298 lifts at 132 stations have been provided. Further, work is in progress for about 320 nos. of escalators at 129 stations and 338 nos. of lifts at 102 stations. Additionally 372 escalators have been sanctioned for Mumbai Sub-urban sections in current Financial Year (2017-18) on Out-of-Turn basis. In addition, proposal to install additional lifts and escalators on stations covering ‘A-1’, ‘A’ and important ‘C’ category stations are being planned.
Availability of Wheelchairs on Platforms:Instructions already exist for provision of Wheelchair at stations. This facility is provided, duly escorted by coolies (on payment) as per present practice. Zonal Railways have also been instructed to provide one wheelchair per platform and in case of island platforms one wheelchair per two platforms at all ‘A-1’ and ‘A’ category stations.
Battery Operated Cars (BOCs): Zonal Railways have been authorized to introduce Battery Operated Cars at major railway stations for Persons with Disabilities (Divyangjan), elderly and ailing passengers on ‘first come first served’ basis through sponsorship from individuals, NGOs, Trusts, Charitable institutions, Corporate and PSUs/Corporate Houses under their Corporate Social Responsibility free of charge to passenger or to the Railway. 110 Battery Operated Cars have already been provided at 63 major railway stations. Further, instructions have also been issued to Zonal Railways to invite Expression of Interest for providing the facility of Battery Operated Car service on payment basis initially at all ‘A-1’ category stations keeping in view the financial sustainability of the service. This facility can be availed by passengers on ‘first come first served’ basis; preference shall however be given to Senior Citizens, Persons with Disabilities (Divyangjan), pregnant women and medically sick passengers.
Yatri Mitra Sewa: ‘Yatri Mitra Sewa’ is being provided at major stations for enabling passengers to book wheelchair services cum Porter services etc. The responsibility of providing Yatri Mitra Sewa is entrusted to IRCTC who may provide this service ‘Free of cost’ through some NGOs, PSUs etc. under CSR or on payment basis. This service can be booked on IRCTC e-ticketing website and 139 (IVRS and SMS) or through a mobile.
Indian Railways have manufactured more than 3,700 SLRD/SRD coaches (SLRD-Second Class Cum Luggage Cum Guard Van & Disabled friendly compartment, SRD- Second Class Cum Guard Van & Disabled friendly compartment) which have a suitably designed compartment and toilet adapted to the needs of Persons with Disabilities (Divyangjan)/wheelchair borne passengers. In SLRD/SRD coaches, wider entrance door, wider berths, wider compartments, larger lavatory and lavatory doors etc. have been provided. Inside the toilets, additional grab rails on the side walls for support, wash basin and mirror at lower height have been provided. It is endeavored to have at least one such Integral Coach Factory (ICF) design coach in each Mail/Express train running with ICF coaches. Further, the fully air conditioned (WRRMDAC) Garib Rath trains have been provided with an Air conditioned Persons with Disabilities (Divyangjan) friendly compartment in the power cars. For assistance to visually impaired travelers, Integrated Braille signages, i.e. signages superimposed with Braille scripts, are being provided in the newly manufactured coaches. Further, retrofitment of the same in existing coaches has also been taken up in a phased manner.
The expenditure on development of Passenger Amenities works including those for Persons with Disabilities (Divyangjan) at Railway Stations is generally funded under Plan Head – ‘Passenger Amenities’.
This Press Release is based on the information given by the Minister of State for Railways Shri Rajen Gohain in a written reply to a question in Rajya Sabha .

Source:PIBNEWS
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Thursday, 26 May 2016

08:06

CANCELLATION OF PRS COUNTER TICKETS (FULLY CONFIRMED/RAC/WAITLISTED) THROUGH IRCTC WEBSITE OR THROUGH 139

CANCELLATION OF PRS COUNTER TICKETS (FULLY CONFIRMED/RAC/WAITLISTED) THROUGH IRCTC WEBSITE OR THROUGH 139
  
Purpose: - 
To facilitate passengers with PRS counter tickets to cancel their tickets through within the prescribed time limit as per Refund Rule 2015 facility for cancellation of such tickets through IRCTC website (www.irctc.co.in) / 139 (by IVRS and SMS).
A pilot project was inaugurated by Hon’ble MR on 29th April,2016,  for cancellation of fully confirmed PRS counter tickets. The pilot was restricted to cancellation of tickets for trains scheduled to depart  within the next 24 hours. Now this facility is being extended to all confirmed tickets without any time limit and also for RAC and Waitlisted tickets with effect from 26th May, 2016.
Conditions:
Cancellation will be permitted in normal circumstances only and not in case of late running of trains/cancellation of trains etc., 
This facility shall be available only in case the mobile number has been given at the time of booking the ticket. 
Online cancellation or cancellation through 139 shall be permitted only upto 4 hours before the scheduled departure of the train in case of confirmed tickets and upto half an hour before the scheduled departure of the train in case of RAC/Waitlisted tickets. 
Refund of fare amount shall be collected only at the journey commencing station or nearby satellite PRS locations defined by Zonal Railway as under:-
(a) During first two hours of the opening of PRS counters on the next day for the tickets for the trains whose scheduled departure time is between 1801 hours and 0600 hours.
(b) Upto 4 hours after the scheduled departure of the train during the working hours of PRS counters/current  counters/special counters where cancellation is permitted round the clock on the  tickets for the trains whose scheduled departure time is  between 0601 hours and 1800 hours.
(c) No refund of amount would be given after the above mentioned prescribed time limit. 
 A.Procedure For Cancellation through IRCTC website:   
* A new page will be given on IRCTC website (www.irctc.co.in) without any login for purpose of cancellation of PRS counter tickets.
* Passenger will be asked to enter PNR number & Train number on IRCTC website along with captcha.
* The details entered by passenger shall be validated and an OTP will be sent to the passenger on his mobile no. given at the time of booking the ticket. The OTP received on the mobile will be entered by the passenger in the web page and it will be validated by the system.
*  After receiving the confirmation OTP number from the passenger, full cancellation of PNR will be done and PNR will be marked as Cancelled but not refunded in the system. Seat/berth will be released and would be made available for booking both at PRS & IRCTC Website. Refund amount due will also be displayed to the passenger on the website.
* An SMS will be sent to the passenger with PNR and fare details. Sample format: ”Your ticket has been cancelled. PNR, xxxxxx, Amt,xxxxx. Refund of fare amount shall be collected only at the journey commencing station or nearby satellite PRS locations as per the notified time”.
* All the privilege/duty pass/PTOs/complimentary pass tickets shall be allowed to be cancelled through website or through 139.
* All types of PNRs including i-tickets (after printing) and system tickets booked across counter/post office/YTSK/Go India terminals/Bank terminals etc.’ will be allowed to be  cancelled on website except the following:
(a). Circular Journey tickets and onwards tickets booked against CJT.
(b). Foreign tourists PNRs against which berth allotment has been done
(c). ATAS generated new PNR
(d). Duplicate ticket.
(e). Cluster ticket and pre-bought ticket. 
B. Procedure for Cancellation through 139:                             
Now  Rail Ticket booked through Railway Reservation counter can be cancelled through Railway Enquiry 139.  Service is available on:

(a). 139 IVR with Agent Assistance
(b). 139 SMS Service

(a). Procedure to cancel through 139 IVR

(i). Customer will call on 139 and select 6th Option from IVR main menu.

(ii). IVR will ask whether it is Counter Ticket or E- Ticket. Press 1 for Counter Ticket or Press 2 for E-Ticket.

(iii). In case customer selects E-Ticket option, IVR will play a message “Currently ticket booked through Railway Reservation Counter can be cancelled through 139. Press 8 to go back to main menu”

1.Once customer selects Counter Ticket option, call will be transferred to agent for cancellation.

2.Agent will ask below mentioned information from customer to process the cancellation.

a.PNR Number
b.Train Number
3.Agent will retrieve ticket information from back end and confirm with customer.
4. After ticket details confirmation, agent will click on “Generate OTP” button to generate the OTP. System will validate the calling number of customer with the number mentioned in ticket details at the back end.
5.If mobile number validation fails, agent will advise the customer to call from same number which are mentioned in ticket details. If number is successfully validated, OTP will be delivered on passenger’s mobile number which he would convey to agent.
6.Agent will enter OTP on CRM and will click “Submit” button to process the cancellation. Ticket will be cancelled and refundable amount will be display on agent screen. Agent will communicate the same refundable amount to customer.
7.Customer have to collect the permissible refundable amount across the PRS counter within the prescribed time limit. 
(b) Cancellation through SMS sent to 139:

(i). User has to send PNR Number & Train Number to 139 in below mentioned syntax:

CANCEL<PNR Number><Train Number> to 139

Example: CANCEL 2303529769 12420
          
(ii). User will get below response from 139 after mobile number verification:

“Dear User, We have received cancellation request against PNR number 2303529769, OTP against this request is 123456. To confirm the ticket cancellation send SMS OTP 123456 to 139.

(iii). User has to send given OTP back to 139 for second level of confirmation.

OTP <OTP received on Passenger Mobile Number> to 139

Example: OTP 123456

User will get below response from 139:

“Dear User, Your ticket with PNR number 2303529769 has been cancelled, refundable amount is Rs. ----.”

(iv) Passenger has to collect the permissible refundable amount within prescribed time limit across the PRS counter.

Source:PIBNEWS

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Thursday, 2 April 2015

10:31

Delhi Metro upgrades 24×7 Helpline with IVRS and Emergency Bulletin

Delhi Metro upgrades 24×7 Helpline with IVRS and Emergency Bulletin

New Delhi: The Delhi Metro Rail Corporation has launched an upgraded 24×7 bilingual helpline to provide essential information to commuters at the stations.

There is a provision for ‘emergency bulletin’ so that the passengers can be informed about any disruption or technical problem on the Metro system immediately, said DMRC on Tuesday.

The helpline, now with Interactive Voice Response System (IVRS), will answer queries on the number 155370. Commuters can choose between English and Hindi. It will also register complaints and suggestions. “Details about the corridors, timings, fare and Metro Museum can be availed by pressing dedicated buttons,” said DMRC.

“An agency, specialised in operating such helpline services has been roped in to manage the IVRS-based service. A call centre with specially trained staff will work 24×7 to respond to the calls made by the commuters,” it added.

The Delhi Metro had started the 24×7 helpline service in October 2008.

“Initially started with just three telephone lines, the service has been upgraded a number of times. However, with the scheduled expansion of the network, the upgradation to an IVRS-based system was considered necessary,” said a DMRC official. Currently, the DMRC helpline receives approximately 800 to 1,000 calls per day.

“Apart from the helpline, commuters can also contact DMRC through the website www.delhimetrorail.com,” he said.

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