User Manual for Operation Staff Page 1 of 37. Table of Content

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2 User Manual for Operation Staff Page 1 of 37 Table of Content 1 Introduction Objectives and Limitation Hardware Software Synchronization Interface Solution to Problems Installation of Active Sync Installation of mcrm system User Guide of Pocket PC Start and login the program Menu Floor Plan Shop Activities Service Telephone Number Accessible Facilities Transport Car Park Logout... 36

3 User Manual for Operation Staff Page 2 of 37 1 Introduction 1.1 Objectives and Limitation Mobile Customer Relationship Management (mcrm) system provides rich information about the shopping malls, accessible facilities and other transportation information. Being a professional system, it is essential to let customer service officers to retrieve the most updated and good organized data they want as fast as possible in order to increase the efficiency. The mcrm also acts as an explanation assistant tool for the customer services officer when they explain complicated information to the customers. The followings are the objectives of the mcrm. To provide a faster way to retrieve data To provide useful information which is not directly related to the shopping mall, like nearby facilities, transportation, etc To satisfy customers inquires in the shopping mall everywhere To help customer service officers answer inquiries clearer and more detailed To help customer service officers explain some complicated concept To display information customers needed in order to let customers easier to understand To help customer service officers build up professional images

4 User Manual for Operation Staff Page 3 of 37 o Hardware The hardware requirement for the site includes workstations and pocket PCs. Workstation Type I: Operating System Microsoft Windows XP Professional Language Traditional Chinese CPU Intel Pentium IV series RAM 512MB DDR SDRAM Pocket PC: Model Operating System Processor Memory, std. Expansion Slot Battery HP ipaq hx2790 Windows Mobility 5.0 for Pocket PC Premium Edition Intel PXA270 Processor 624 MHz 256 MB total memory (192 MB ROM and 64 MB SDRAM) - Integrated Compact Flash Type II (CF) - Secure Digital (SDIO) slot (Supports SD/MMC type standard, SDIO ready) lithium-ion 1440 mah removable/rechargeable battery 1.2 Software Microsoft Active Sync 4.1 mcrmsync.exe program mcrmsetup.cab program

5 User Manual for Operation Staff Page 4 of 37 Installation of Synchronization Copy Required Files Warning Copy the following files to the specified location. Filename Location To Be Placed mcrmsync.exe C:\ OpenNETCF.Desktop.Communication.dll C:\ CreateID.exe C:\ All files must be present. If the above listed files are not copied to the correct location, or there is any missing file, the program cannot operate properly. Register for ActiveSync After you have copied all the files listed above to specified location, the next step is to register for ActiveSync in order to enable the startup automatic synchronization process. To register for ActiveSync, simply run the mcrmsyncreg.reg file. Click Yes if you see the prompt shown below. Fig 2.1 When the process is finished, you can see the successful message as shown below. Fig 2.2 Warning Never register for ActiveSync if you have not installed Microsoft ActiveSync, or it may cause the unsuccessful configuration of automatic synchronization process.

6 User Manual for Operation Staff Page 5 of Synchronization Automatic Normally, the mcrmsync starts when the Pocket PC device is connected using the USB cable or cradle. When the Pocket PC is connected to workstation computer, ActiveSync and mcrmsync will start immediately. Fig 3.1 After the initialization process, it will try to connect Pocket PC. Fig 3.2 Fig 3.3 When the connection between workstation and Pocket PC is built, it checks the previous usage record and uploads to central server. Fig 3.4

7 User Manual for Operation Staff Page 6 of 37 ID. If the Pocket PC is the first time to use, it takes some time to gets the device Fig 3.5 Fig 3.6 Fig 3.7 After it gets the device ID, it tries to connect central server. Fig 3.8 Then it downloads a resources list. Fig 3.9 Fig 3.10

8 User Manual for Operation Staff Page 7 of 37 If the resource list is downloaded successfully, it will start to download all the files required for the Pocket PC. Each time when a file is downloaded completely, it shows done to let you know clearly the status of what it is doing. Fig 3.11 Fig 3.12 When all information files are downloaded, it sends to Pocket PC one by one. Before sending the files to Pocket PC, it removes old files stored on Pocket PC. Fig 3.13 Fig 3.14 Fig 3.15

9 User Manual for Operation Staff Page 8 of 37 The final process is to remove temporary files stored on workstation computer. Fig 3.16 You will see the message in case the synchronization process is completed. Fig 3.17 Manual In case the mcrm Synchronizer cannot start automatically, you can start it manually by going to directory C:\ and then open the file named mcrmsync.exe. Warning Do not start the mcrm Synchronizer if Pocket PC is not connected to workstation.

10 User Manual for Operation Staff Page 9 of Interface Interface Overview Status Progress Cancel Reconnect Close

11 User Manual for Operation Staff Page 10 of 37 Confirm Label Description Label Meaning / Action Status It shows the status of the synchronizer, what is the synchronizer doing at that time. Progress It shows the progress of current task or job in graphical mode and by percentage. Cancel To interrupt the synchronizer; when is clicked, a confirmation dialog box will be shown. Close To close the synchronizer in a normal way. Reconnect To restart the whole synchronization process. Confirm Confirm to interrupt the synchronizer.

12 User Manual for Operation Staff Page 11 of Solution to Problems Cannot Connect Pocket PC Possible Reason Solution Possible Reason Solution Possible Reason Solution Pocket PC has not been connected to workstation Connect to Pocket PC to workstation with USB cable or cradle, and click Re-Connect to retry. ActiveSync is not installed Install ActiveSync and re-connect again. Connection media failure Replace broken USB Cable or cradle Cannot Connect Central Server Possible Reason Solution Possible Reason Solution Possible Reason Solution The workstation computer do not have Internet connectivity Repair the Internet connection and click Re-Connect to retry Central server busy Wait for a moment, and click Re-Connect to retry Central server failure Contact Headquarter Administrator

13 User Manual for Operation Staff Page 12 of 37 Cannot Download Information Files Possible Reason Solution Possible Reason Solution Possible Reason Solution Possible Reason Solution The required information file is currently using by other applications Close all applications that using the file, and click Re-Connect to retry Central server is temporary unavailable Wait a moment and retry again Information file is missing Login mcrm Management web site to fix the problem, such as upload again the missing information file Information file is corrupted Contact Headquarter Administrator for reporting 2 Installation of Active Sync 4.1 ActiveSync 4.1 can be downloaded here: Double click the download execution file and it will install ActiveSync automatically.

14 User Manual for Operation Staff Page 13 of 37 3 Installation of mcrm system This package uses ActiveSync 4.0 or above to update the device. After the pocket PC is docked and ActiveSync is ready, synchronize the mcrmsetup.cab into the pocket PC. After synchronization, click the mcrmsetup.cab in the pocket PC and it will install the system automatically. Figure 1 ActiveSync is ready Figure 2 Cut the mcrmsetup.cab Figure 3 Click the Explore Figure 4 Go to \Program Files and paste the program Figure 5 Coping the program to ppc

15 User Manual for Operation Staff Page 14 of 37 Figure 6 Open the program file in the pocket pc and then click the mcrmsetup.cab program Figure 7 After click the program it will install automatically. Figure 8 Installation is completed. Click button to exit this page.

16 User Manual for Operation Staff Page 15 of 37 User Guide of Pocket PC 3.1 Start and login the program Figure 1 Figure 2 Introduction The program is started with a login page. The staffs are required to enter their staff ID. Operation Guide To start the program, first click the 開 始. Then select mcrm and there will be a login page (Figure 2). Figure 3 You are requested to enter your staff ID before clicking submit button to login the program. When login the program there is a process bar indicates the status of loading. After loading, the main menu of the program will be show.

17 User Manual for Operation Staff Page 16 of Menu Figure 4 Figure 5 Introduction Menu is the main navigation page of the system. It contains two tab pages, Menu and Useful Info. Staff can click on different picture box to go to different pages. Operation Guide Click the Menu tab page to go to menu page. Click the Useful Info tab page to go to useful information page. For tab page Menu (Figure 4) Click the FloorPlan picture button to go to floor plan page. Click the Shop picture button to go to shop page. Click the Activities picture button to go to activities page. Click the Service picture button to go to service page.

18 User Manual for Operation Staff Page 17 of 37 For tab page Useful Info. (Figure 5) Click the Telephone Number picture box to go to telephone number page. Click the Accessible Facilities picture button to go to accessible facilities page. Click the Transport picture button to go to transport page. Click the Carpark picture button to go to car park page. In order to exit the menu and close the program, staff should click the the right hand side of this page button on

19 User Manual for Operation Staff Page 18 of Floor Plan Introduction This page presents a floor plan of different shopping mall s floors. Staffs can make use of this page to show the preliminary location of different services, shop, etc. to the customers. Operation Guide At the panel, there are seven buttons which are previous slide, Next slide, Zoom in and out, Reset, Drawing-status and Clear. The initial status of drawing status is unable. Figure 6 Figure 7 You can click the button of drawing status ( or ) to change the status to select draw the line or not. You can t drag the map when you are drawing and the status remain to not Draw status. You are free to scale, reset and move the map. (The drawing will remain unchanged unless you clicked the Clear button)

20 User Manual for Operation Staff Page 19 of 37 When you click the Clear button, all the drawing will be cleaned (Remark: the clear button can not affect the status of drawing stage) Figure 8 Figure 9 Figure 10 When you click the buttons ( or ), you can zoom in and out the picture freely. There is text show the scale s percentage of the map. (Remark: The default scale s percentage is 100% and the minimum scale is 25%)

21 User Manual for Operation Staff Page 20 of 37 Figure 11 Figure 12 When you click the Reset button, the scale and coordinate the graph will be return to original setting. Being clicked the previous slide and next slide buttons ( or ), the panel will load the next graph which is sat at the slides.xml Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu.

22 User Manual for Operation Staff Page 21 of Shop Introduction In shop page, there are three tab pages, Search, Shop No and Shop Promotion. Staffs can make use of Search tab page to search a shop and get the shop details according the shop category, floor or zone. Besides, staffs can get the information by entering the shop number in the Shop No tab page. Also, staff can get shop promotion details according the shop category or shop name in the Shop Promotion tab page. Operation Guide Search Tab Page Figure 13 Figure 14 Staffs should select either one of the Category, Zone, Floor dropdown list first and then click the button to confirm the item selected. After clicking button the related dropdown list will be disable and the button will become dim. The item name that selected from the dropdown list will be showed. And the relevance shop names are showed in the shop name textbox. e.g. In Figure 14, staff select Zone C from the zone dropdown list and click the button. The button change to, and the dropdown list is disable. Then the selected item name Zone C appears immediately under the dropdown list. And the shop (ctf2) located in zone c is showed

23 User Manual for Operation Staff Page 22 of 37 If staff click a wrong button, or want to have a new search, he can click the Reset button the enable all three dropdown list and button. Staff can click the shop names which are showed in the Shop Name textbox to get the shop detail. (Remark : only one shop can be selected, and one shop detail is showed ) Navigation to other page Click the Search tab page to go to shop search page. Click the Shop No. tab page to go to shop number page. Click the Shop promotion tab page to go to shop promotion page. Click the button on the right hand side of this page in order to exit this page and back to the main menu.

24 User Manual for Operation Staff Page 23 of 37 Operation Guide Shop Detail Page Figure 16 Figure 15 Figure 17 Enlarge the shop picture by clicking on the small shop picture icon. Reduce the shop picture by clicking the enlarged photo. Figure 18 Click the Opening Hour link label to show the opening hour detail of the shop. Click the Description link label to show the shop description. In order to minimize the opening hour detail and shop description, click the Close link label Click the Back button to return to the Search tab page.

25 User Manual for Operation Staff Page 24 of 37 Operation Guide Shop Number Page Figure 19 Figure 20 Click the shop number text box first and then click the keyboard icon the keyboard will appear and staff can enter the shop number by clicking the keyboard. To minimize the keyboard, click the keyboard again. After enter the shop number click the search button. If a wrong shop number or no shop number is entered, warming message will appear. Figure 21 Figure 22 If a correct shop number is enter, the shop detail page will appear. Remark: A shop can have more than one shop number. Since a shop can occupy more than one bunk. Then only enter either one shop number to get shop detail. e.g. G2000 occupied 3 bunks 102, 103, 104. Only need to enter either one of the shop number (103) to search this shop.

26 User Manual for Operation Staff Page 25 of 37 Operation Guide Shop Promotion Page Figure 23 Figure 24 Get shop promotion detail according shop category. Click the Category dropdown list to select the shop category Then click Show button to show all the shop promotions according the selected category.

27 User Manual for Operation Staff Page 26 of 37 Figure 25 Figure 27 Get shop promotion detail according shop category. Click the Category dropdown list to select the shop category And click the Shop checkbox, the shop name will appear according the shop category selected above. Then select the specified shop name from the shop dropdown list. After that, click Show button to show all the shop promotions according the selected shop name.

28 User Manual for Operation Staff Page 27 of Activities Introduction In activities page, all the coming activities details will be show. The detail of activities includes: start date and end date, activities name, activities description. Operation Guide Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu. Figure 28

29 User Manual for Operation Staff Page 28 of Service Introduction In service page, staff can get the service detail easy by selecting the services from the dropdown list. Operation Guide Click the dropdown list to select the service and show the services detail. Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu. Figure 29 Figure 30

30 User Manual for Operation Staff Page 29 of Telephone Number Introduction In useful telephone number page, staff can get the useful telephone number detail easy by selecting the useful telephone name from the dropdown list. Operation Guide Click the dropdown list to select the service and show the services detail. Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu. Figure 31 Figure 32

31 User Manual for Operation Staff Page 30 of Accessible Facilities Introduction In accessible facilities page, staff can get accessible facilities detail easy by selecting the facilities name from the dropdown list. Operation Guide Click the dropdown list to select the facilities and show the facilities detail. Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu. Figure 33 Figure 34

32 User Manual for Operation Staff Page 31 of Transport Introduction In transport page, there are three tab pages, Bus, Target Location and Railway. Staff can make use of those pages to get the detail of bus which is available next to the shopping mall. In the Bus page, staff can get the bus detail according bus company and bus number. Besides, staff can get the bus detail according to the bus target location in the Target Location page. Also, staff can find the bus which connected with railway station and the bus detail in the Railway page. Operation Guide Bus page Figure 36 Figure 35 Figure 37 Select the bus company from the Company dropdown list. Then click the Bus No text box first and click the keyboard icon the keyboard will appear and staff can enter the bus number by clicking the keys on keyboard. To minimize the keyboard, click the keyboard again. After enter the bus number click the search button. If a wrong bus number or no shop number is entered, warming message will appear.

33 User Manual for Operation Staff Page 32 of 37 When a correct bus number is entered and click the Search Button, the bus detail page will appear. Click the Back button to go to the previous page. Figure 38 Navigation to other page Click the Bus No. tab page to go to bus number page. Click the Target Location tab page to go to target location page. Click the Railway tab page to go to railway page. Click the button on the right hand side of this page in order to exit this page and back to the main menu.

34 User Manual for Operation Staff Page 33 of 37 Operation Guide Target Location page Staff can select either District or Target dropdown list first. Then the items in the Bus No dropdown list will be changed according the district or target. And staff can make a selection of bus name. Finally, click the Search button and the bus details page will appear. Figure 39 Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu.

35 User Manual for Operation Staff Page 34 of 37 Operation Guide Railway page Figure 40 Figure 41 Click the button to extend the tree view in order to search the railway. Click the button to minimize the tree view. When one of the child is selected and there is a bus connect between shopping mall and railway station. The items in the Bus No. dropdown list will be changed. Select the bus number from the dropdown list and click the Search button to get the bus detail. Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu.

36 User Manual for Operation Staff Page 35 of Car Park Introduction In car park page, there are two tab pages, car Park, Promotion. Staff can make use of Car Park pages to get the detail of the car park. Also, the new promotions of car park will be displayed on the Promotion page. Operation Guide Car Park page Figure 42 Figure 43 Select the car park name from the Carpark dropdown list and click the Search button to get the car park detail (included Location, capacity, periodic fare) All the coming or started car park promotion will be showed when click the Promotion tab and go to this page. Navigation to other page Click the button on the right hand side of this page in order to exit this page and back to the main menu.

37 User Manual for Operation Staff Page 36 of Logout Introduction In logout page, there is a simple thank you message. Operation Guide Figure 44 Click the button on the right hand side of the menu page will get into this logout page. Click the button on the right hand side of this page in order to exit the program completely. End of User Guide.