Proximus Mobile Call Center. Manual

Transcription

1 Proximus Mobile Call Center Manual

2 Table of contents 1. Introduction What is Mobile Call Center? Call number and mobile number Active and not active Simple and extended version Process flow Contents Conventions Remarks Tips Step-by-step Examples Managing the call numbers Overview of the call numbers Setting up a call number Viewing and/or modifying the settings of a call number Activating a call number Deactivating a call number Simple version of the Wizard Step 1: Type of queue Step 2: List of agents Assigning a name to a mobile number Selecting mobile numbers by using a filter Detaching mobile numbers as agents for a call number Clearing the list of agents for a call number Step 3: Overflow configuration Selecting an on-duty employee number The standard overflow message Recording your own message Technical specifications of an own message Defining your own message Step 4: Confirmation and activation Step 5: End of operation Extended version of the Wizard Step 1: Type of queue Step 2: List of agents Step 3: Opening hours Setting up opening hours and holiday periods for all call numbers Step 4: Messages & overflow configuration Standard messages Step 5: Confirmation and activation Step 6: End of operation Logging in and out as an agent Logging in as an agent for a call number...32 Proximus Mobile Call Center EN / 1

3 5. 2. Logging out as an agent for a call number Checking the status of the mobile number...33 Proximus Mobile Call Center EN / 2

4 1. Introduction What is Mobile Call Center? Mobile Call Center is one of the applications of Proximus Wireless Office. Proximus Wireless Office allows companies to replace all fixed telephones with mobile phones, yet keep all their advantages, e.g. rerouting calls or starting a conference call. Mobile Call Center is a web application which allows you to activate your call numbers online, to define the mobile number to which a call has to be rerouted, to define opening hours and to define messages Call number and mobile number In the application the telephone numbers of a company are shown. There is a difference between: - Call numbers: a call number is a general phone number of the company, given to customers. A company can use several call numbers, one for each site or different call numbers for different types of customers. The company can t choose the call number. The call number is defined by Proximus. - Mobile numbers: a mobile number is the phone number of one employee of the company. EG The company uses 3 call numbers: 0477/ for technical questions, 0477/ for commercial questions and 0477/ for questions about invoices. Every employee of the company has his own mobile number: 0475/ for Jean, 0475/ for Paul, 0475/ for Marie, 0475/ for Catherine, 0475/ for Ann, If the call number 0477/ is called, the call is rerouted to Jean (0475/142010) or Paul (0475/142011) to answer the technical question. If the call number 0477/ is called, the call is rerouted to Marie (0475/142020) or Catherine (0475/142021) to answer the commercial question. If the call number 0477/ is called, the call is rerouted to Ann (0475/142030) to answer the question about the invoice. If a customer rings a call number, the call is rerouted to a mobile number. In the application Mobile Call Center you can define the mobile number to which the call has to be rerouted. Each account can contain 10 call numbers and you can assign 20 mobile numbers as an agent for each call number. Proximus Mobile Call Center EN / 3

5 1. 3. Active and not active The application Mobile Call Center allows you to manage the settings of your Call Center. For each call number you can define which mobile numbers the call has to be rerouted to, define the overflow configuration, etc. To do this you have to follow the steps of a Wizard. After completing this Wizard, the settings will be automatically effective if the call number was already activated (status Active ). If the status of the call number is Not active, the settings of the Wizard will not automatically be effective. You can modify and change the settings, but they will only be effective after you have activated the call number. More information about activating and deactivating a call number is given on p Simple and extended version There are 2 possibilities to manage the settings of your Call Center: - Simple version: You can decide the mobile numbers to which a call has to be rerouted and you can define an overflow message. - Extended version: The extended version has the same possibilities as the simple version, but also some extra advantages. You can define opening hours and you can define several messages, such as a welcome message, a queue message, a message after opening hours and a message during holiday periods. Both versions are explained in this manual Process flow The figures below illustrate the actions you can perform in the application Mobile Call Center. When starting the application, you ll see the overview of the call numbers. In this overview you can: - define the settings of a call number by using a Wizard. Follow the steps of the Wizard. In each step you can go back to the previous step, go forward to the next step of the Wizard or return to the overview of call numbers. - activate or deactivate a call number. You can also activate a call number while using the Wizard. In the second last step you can click the button Save and activate. Process flow for the simple version Process flow for the extended version Proximus Mobile Call Center EN / 4

6 1. 6. Contents This manual contains the following topics: - Logging in and out of the application. - General principles of the web application. - Managing the call numbers. - Activating and deactivating a call number. - The simple version of the Wizard. - The extended version of the Wizard. - Logging in and out as an agent. - Reporting. - Where to find an answer to my questions Conventions In this guide the following conventions are used Remarks Remarks are always preceded by a hand. This is a remark Tips Tips are always shown in a small font and preceded by the following symbol:. This is a tip Step-by-step Step-by-step procedures are indicated as follows: Step 1. Step 2. Step Examples Examples are indicated as follows: EG This is an example Proximus Mobile Call Center EN / 5

7 2. Managing the call numbers Overview of the call numbers After logging into the application, the web page with the overview of call numbers is shown. In this overview you can: - look at the settings and status of a call number; - set up a call number; - view and/or change the settings of a call number; - activate or deactivate a call number. If there are no call numbers in the overview, this means the call numbers assigned to your company have not been introduced into the system yet. Please inform your Proximus contact. The settings of a call number in the overview are: - Information about the call number: - telephone number of the call number; - name of the call number. - Settings: - Mode: N/A means that the call number is not set up yet. If the call number is already set up, the column Mode shows the procedure used in the Wizard, i.e. simple or extended version. - Status: Not created or created. - Possible actions: Create or View/Modify. - Activation: - Status: Not active or active. - Possible actions: Activate or deactivate Setting up a call number To set up a call number, proceed as follows: Be sure the web page with the overview of the call numbers is the current web page. Click in the line of the call number on the link Create. The first step of the Wizard is shown and you have to choose the type of queue you want to use for this call number: - Simple version: choose this type if you don t want to set up a calendar with holiday periods and opening hours. By using the simple version of the Wizard, you can still set up the mobile numbers that have to be used when rerouting a call and decide what has to be done in overflow situations. Proximus Mobile Call Center EN / 6

8 - Extended version: choose this type if you want to set up a calendar with holiday periods and opening hours. By using this version of the Wizard, you can also set up the mobile numbers that have to be used when rerouting a call, you can decide what has to be done in overflow situations and you can set up several messages, such as a welcome message, a message after opening hours,. Depending on the choice you have made, the Wizard looks different. Follow the steps of the Wizard. These steps are explained in the next chapters. - Simple version: from p.9. - Extended version: from p.22. After clicking the button Go to the overview page in the last step of the Wizard, you will return to the overview of call numbers. The mode and status of the call number will have been changed Viewing and/or modifying the settings of a call number If you want to see or change the detail settings of a call number after it has been set up, proceed as follows: Be sure the web page with the overview of the call numbers is the current web page. Click in the line of the call number on the link View/Modify. The first step of the Wizard appears. Depending on the type of queue you choose, the following steps of the Wizard will be different (simple or extended version). Follow the steps of the Wizard. These steps are explained in the next chapters. - Simple version: from p.9. - Extended version: from p.22. After clicking the button Go to the overview page in the last step of the Wizard, you will return to the overview of call numbers. The mode and status of the call number will have been changed Activating a call number If a call number has been set up, but it still has the status Not Active, the settings of the call number will not work yet. To activate the call number, proceed as follows: Be sure the web page with the overview of the call numbers is the current web page. Click in the line of the call number the link Activate. The following web page is shown: Click the button Activate. The message This will put the Mobile Call Centre into production. Are you sure you want to proceed? appears. Click the OK button. The following web page is shown: Proximus Mobile Call Center EN / 7

9 Click the button Go to the overview page. The status of the call number has changed to Active. This means that the calls to this call number will be rerouted to the mobile numbers mentioned in the settings of this call number (step 2 of the Wizard) Deactivating a call number To deactivate a call number, proceed as follows: Be sure the web page with the overview of the call numbers is the current web page. Click in the line of the call number the link Deactivate. The following web page is shown: Click the Deactivate button. The following message appears: This will disable your Mobile Call Center Are you sure you want to proceed?. Click the OK button. The following web page is shown: Click the button Go to the overview page. The status of the call number has changed to Not Active. This means that the calls to this call number will not be rerouted to the mobile numbers mentioned in the settings of this call number (step 2 of the Wizard). A customer calling a call number with the status Not Active will be informed that the call number is not in use. Proximus Mobile Call Center EN / 8

10 3. Simple version of the Wizard Step 1: Type of queue After clicking the link Create or View/Modify in the overview of call numbers, the first step of the Wizard for this call number is opened. If you only want to define the most important settings (no holiday periods, opening hours and extra messages), proceed as follows: Select the option Simple version. Type a name for that call number to identify the call number. This name can contain maximum 16 characters and no special characters such as a dot, a comma, a semi-colon, é, è, etc are allowed. If you enter a wrong character, an error message will appear. Click the Next button to proceed to the second step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this first step be saved Step 2: List of agents In the second step of the Wizard you have to specify the list of agents. An agent is a mobile number to which calls to the call number will be rerouted. Proximus Mobile Call Center EN / 9

11 Proceed as follows: Select the order in which the agents will be called. You can choose between: - Order defined here below: when a call is rerouted, the order in which the agents are called is defined in the list on the right of this web page. - Longest free agent: a call to that call number is always rerouted to the agent with the longest free time at that moment. As a consequence, the order of the agents in the list on the right of this web page is not applicable. Select the mobile numbers you want to define as agents for that call number. You can mark several mobile numbers. If the list of mobile numbers is very long, you can filter it before making your selection (see p.11 for more information on filtering the list). If you want to add all the mobile numbers to the list of agents for that call number, you can mark the option Select all. Click the button. The selected mobile numbers appear in the list of agents. Define the order of the mobile numbers in the list of agents. To do this you select the mobile number list of agents and you use one of the following buttons: - First: the mobile number appears at the top of the list. - Up: the mobile number appears one item higher in the list. - Down: the mobile number appears one item lower in the list. - Last: the mobile number appears at the bottom of the list. Proximus Mobile Call Center EN / 10

12 The order of the mobile numbers only matters if you chose the first option Order defined here below at the top of the screen. Click the Next button to proceed to the third step of the Wizard. Only after navigating through all the steps of the Wizard and clicking on the Save or Save and activate button, will the changes made in this second step be saved. EG The company has 3 call numbers: 1 for technical questions, 1 for commercial questions and 1 for questions about invoices. In the second step of the Wizard you chose the option Order defined here below for the call number for technical questions and you added John as the first agent in the list. John has been working for the company for many years now and he is the best person to answer technical questions. That s why calls about technical issues are rerouted firstly to him. Secondly in the list of agents, you added the mobile number of Paul, because Paul also has a lot of experience. If John is not available, the call will be rerouted to Paul. The list has to contain at least 1 mobile number before you can click the Next button. If not an error message will appear. A maximum of 20 mobile numbers can be added to the list of agents. If you want to use an on-duty employee number for overflow situations for this call number, take care not to add all the mobile numbers to the list of agents. At least one mobile number should be left in the list at the left side of the screen (see p.14 for more information about selecting an on-duty number for a call number) Assigning a name to a mobile number To the right of each mobile number you can enter a name for it in a text box. This name will then appear anywhere in the application next to that mobile number. This makes it easier to identify your mobile numbers. The name assigned to a mobile number must comply with the following rules: - The name can contain maximum 16 characters. - No special characters, such as é, è, are allowed. If you enter a wrong character, an error message will appear. Instead of filling in a name, you can also enter other kind of information about each mobile number in this text box, such as the initials of the employee or the SIM card number Selecting mobile numbers by using a filter The list of available mobile numbers can be very long (up to a hundred telephone numbers). That s why filtering the list can be a good idea for finding the correct mobile numbers. Proceed as follows to filter the list of mobile numbers: Click in the text box next to the word Filter. Type the first digits of the mobile numbers you re looking for. The list will be filtered automatically and only the mobile numbers starting with the entered digits remain in the list. Proximus Mobile Call Center EN / 11

13 EG If you enter the digits in the filter text box, only the telephone numbers between and are shown. Mark the mobile numbers that you want to add to the list of agents. If you want to restore the list of mobile numbers, you can clear the filter text box by using the Delete key of your keyboard Detaching mobile numbers as agents for a call number If you have assigned a wrong mobile number to the list of agents, proceed as follows to detach it: Select the mobile number in the list of agents (list at the right). Click the button. The selected mobile number has been removed from the list of agents. Click the Next button to proceed to the third step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this second step be saved Clearing the list of agents for a call number To clear the list of agents, proceed as follows: Click the button Clear List. The list of agents is now empty. Click the Next button to proceed to the third step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this second step be saved. Proximus Mobile Call Center EN / 12

14 3. 3. Step 3: Overflow configuration In the third step of the Wizard you have to define what has to happen in case of overflow. An overflow will occur when: - the call number is called by so many persons at the same time that all the agents assigned to this call number are already busy. - the call number is called at a moment that no agent is logged in for that call number. To fill in the overflow settings, proceed as follows: Select the language for the standard messages. You can choose between: - Dutch; - French; - English; - Dutch+ French+ English; - French+ Dutch+ English; - English+ Dutch+ French; - English+ French+ Dutch. If you want to use your own message, there is no need to select the language. You can select a language in the drop down list and then record a message in any other language. You can even record a message in a language which is not included in the drop down list (e.g. German). When using your own message, you can decide whatever text you record. Proximus Mobile Call Center EN / 13

15 Select the action that has to be performed in case there is an overflow for that call number. You can choose between: - Play overflow message: when the call number is called and there is an overflow, the overflow message is heard. You can use the standard overflow message or you can record and use your own message. - On-duty employee number: when the call number is called and there is an overflow, the call is rerouted to a special mobile number, i.e. to the on-duty employee number. If the on-duty employee number is not available, the overflow message is heard. If you choose this option, you have to select the on-duty employee number by clicking the Import Number button. This procedure is explained further in this manual. Choose the overflow message you want to use. You can choose between: - Use the standard message: the standard message provided by Proximus is used in the language you chose at the top of the screen. - Use your own message: you have to record a message and then upload it. This procedure is explained further in this manual. Click the Next button to proceed to the fourth step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this third step be saved Selecting an on-duty employee number If you chose the option On-duty employee number in the third step of the Wizard, in case of overflow a call to a call number will be rerouted to a special mobile number, i.e. to the onduty employee number. To select an on-duty employee number, proceed as follows: Click the Import Number. button The following pop-up window appears: Proximus Mobile Call Center EN / 14

16 Mark the mobile number that you want to use as an on-duty employee number. Only the mobile numbers that are not used as agents (in the second step of the Wizard) are listed. If a mobile number was already added as an agent for one of the call numbers of the company, it can t be used as an on-duty employee number anymore. That mobile number is already being used to reroute calls to and will rarely be available to be used as an on-duty employee number. At this point you can t assign a name to a mobile number. If you want to assign a name to a mobile number, you have to do so in the second step of the Wizard (see p.11) Click the Select button. The pop-up window is closed and the selected number is entered in the text box The standard overflow message If you choose the standard overflow message, the message will differ depending on the language you chose. The following table is an overview of the name and the contents of the standard messages in the different languages: Name overflow_nl_def.wav overflow_fr_def.wav overflow_and_def.wav overflow_ennlfr_def.wav overflow_enfrnl_def.wav overflow_nlfren_def.wav overflow_frnlen_def.wav Contents Momenteel is er niemand beschikbaar, gelieve het later nog eens te proberen. Pour l'instant, personne n'est disponible. Veuillez réessayer plus tard. We apologise, but none of our staff are currently available to take your call. Please try again later. We apologise, but none of our staff are currently available to take your call. Please try again later. Momenteel is er niemand beschikbaar, gelieve het later nog eens te proberen. Pour l'instant, personne n'est disponible. Veuillez réessayer plus tard. We apologise, but none of our staff are currently available to take your call. Please try again later. Pour l'instant, personne n'est disponible. Veuillez réessayer plus tard. Momenteel is er niemand beschikbaar, gelieve het later nog eens te proberen. Momenteel is er niemand beschikbaar, gelieve het later nog eens te proberen. Pour l'instant, personne n'est disponible. Veuillez réessayer plus tard. We apologise, but none of our staff are currently available to take your call. Please try again later. Pour l'instant, personne n'est disponible. Veuillez réessayer plus tard. Momenteel is er niemand beschikbaar, gelieve het later nog eens te proberen. We apologise, but none of our staff are currently available to take your call. Please try again later. Proximus Mobile Call Center EN / 15

17 Recording your own message There are a lot of applications which allow you to record your own overflow message. If you already have an application installed on your PC (such as Sound Recorder, Audacity or WinGroove), we advise you to use that application. If you don t have an application for recording messages yet, you can download the application Audacity for free from the Internet (more information on p.error! Bookmark not defined.) Sound Recorder If you use the application Sound Recorder to record messages, proceed as follows: Open the application Sound Recorder by using the Start button: Start/All Programs/Accessories/Entertainment/Sound Recorder. The following window appears: Click the button to start recording a message. Start talking into the microphone. Click the button to stop recording. Click the button to play the recorded message. If you re not satisfied with the recorded message, repeat the steps above to record a new message. If you are satisfied with the recorded message, you have to save the message, as described in the next step, to upload it afterwards. Choose FILE / SAVE AS in the menu bar. The following dialog box appears: Proximus Mobile Call Center EN / 16

18 Select the folder to save the message in. Type a name for the message. You may not use spaces or special characters, such as a dot, a comma, a semi-colon, /, \, etc. Click the Change button to select the right format. The following dialog box appears: Select the option CCITT A-Law in the Format drop down list. Select the option khz; 8 bit; Mono in the Attributes drop down list. Click the Save button. Open the Windows Explorer. Open the folder containing the message you recorded. Right-click the file and choose Properties. Check the size of the file. If the size is larger than 2MB, the file cannot be uploaded to the application Mobile Call Center. Follow the steps above to start recording a new and shorter message. The shorter the message, the smaller the size Audacity If you use the application Audacity to record messages, proceed as follows: Open the application Audacity by using the Start button: Start/All Programs/Audacity. Choose EDIT / PREFERENCES in the menu bar. Click the Quality tab. Proximus Mobile Call Center EN / 17

19 Choose 8000 Hz as Standard sample frequency. Click the OK button. Click the button to start recording a message. Start talking into the microphone. Click the button to stop recording. Click the button to play the recorded message. If you re not satisfied with the recorded message, repeat the steps above to record a new message. If you are satisfied with the recorded message, you have to save the message to upload it afterwards. Before saving it, you have to change the export preferences of Audacity, as described in the next step. Choose EDIT / PREFERENCES in the menu bar. Click the File formats tab. Choose the option Other in the Uncompressed Export format" drop down list. The following dialog box appears: Select the option WAV (Microsoft) in the Header drop down list. Select the option A-Law in the Character Set drop down list. Click the OK button. The preferences now correspond to the technical specifications and the message can be saved. Choose FILE / EXPORT AS WAV. A dialog box appears to select the location and enter the name of the file. Select the folder to save the message in. Type a name for the message. You may not use spaces or special characters, such as a dot, a comma, a semi-colon, /, \, etc. Open the Windows Explorer. Open the folder which contains the message you recorded. Right-click the file and choose Properties. Check the size of the file. If the size is larger than 2MB, the file cannot be uploaded in the application Mobile Call Center. Follow the steps above to start recording a new and shorter message. The shorter the message, the smaller the size Technical specifications of an own message If you record your own message it has to comply with the following technical specifications: 1. The name of the file cannot contain spaces. You can use the underscore between words. EG Overflow_EN.wav Proximus Mobile Call Center EN / 18

20 2. Special characters, such as a dot, a comma, a semi-colon, a colon, / and \, are not allowed in the name of the file. 3. The name of the file has to be different from those of the Proximus' standard messages. See p.29 to get an overview of the names of the standard messages. EG You can t use the name overflow_en_def.wav because it is already used as a name for one of Proximus' standard messages. 4. The size of the file has to be less than or equal to 2 MB. You can check the size of a file in the Windows Explorer by right-clicking the file and opening the properties of the file. The smaller the size, the quicker the file can be uploaded. For files of approximately 2 MB, uploading the file can take a few minutes, depending on the speed of your internet connection. EG The standard Proximus messages are smaller than or equal to 70 KB. 5. Only WAV files (i.e. files with the extension.wav) are allowed. The WAV file also has to comply with the following specifications: - File formatcodec: G.711 NMS A-law - 1 Channel (Mono) - Standard sample frequency: 8000 samples/second Defining your own message To set up your own overflow message, proceed as follows: Select the option Use your own message. Click the Upload file button. The following pop-up window appears: Click the Browse button. The following dialog box appears: Proximus Mobile Call Center EN / 19

21 Select the folder containing the message you recorded next to Look In. Select the file. The file must have the extension.wav. Click the Open button. A dialog box will open which shows you the path and file name of the selected WAV file. Click the Select button. The dialog box closes and the name of the file is mentioned on the grey button. Beneath the button the information message The upload of your personalised announcement was successful appears. If you want to play the message, click the button. If the message is not in accordance with the technical specifications of the overflow message, as described earlier in this manual, the message The upload of your personalised announcement failed. appears. Beneath this message an error message explains the reason of the failure The personalised announcement is in a wrong format or has an invalid name.. Record the message again and make sure it complies with the technical specifications, as described on p Step 4: Confirmation and activation After defining the overflow settings in the third step, the fourth step of the Wizard appears. This step gives an overview of all the choices you made in the preceding steps. Proximus Mobile Call Center EN / 20

22 If you want to save the settings, proceed as follows: Click the Save button. The settings will be saved. The fifth and last step of the Wizard appears. Clicking the "Save" button does not activate an inactive call number (e.g. when you are setting up the call number for the first time). If the call number was already activated, the Save button is not available. In that case you can only save the settings by clicking the Save and activate button. If you want to save the settings and activate the call number at the same time, proceed as follows: Click the Save and activate button. The message The settings you defined for your mobile number will be applied immediately. Are you sure you want to proceed? appears. Click the OK button. The settings are now saved and the call number is activated right away. The fifth and last step of the Wizard appears Step 5: End of operation The last step of the Wizard confirms that the settings for this call number have been saved. If the above message does not appear, the changes to the settings have not been saved. You have to restart the Wizard and follow the steps again in order to change the settings. Proximus Mobile Call Center EN / 21

23 4. Extended version of the Wizard Step 1: Type of queue After clicking on the link Create or View/Modify in the overview of call numbers, the first step of the Wizard for this call number is opened. If you do not only want to define the most important settings, but also want to set up holiday periods, opening hours and extra messages, proceed as follows: Select the option Extended version. Type a name for the call number to identify it. This name can contain a maximum of 16 characters and no special characters such as a dot, a comma, a semi-colon, é, è, etc are allowed. If you enter a wrong character, an error message will appear. Click the Next button to proceed to the second step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this first step be actually saved Step 2: List of agents In the second step of the Wizard you have to specify the list of agents. An agent is a mobile number to which a call to the call number will be rerouted. On p.9 you will find more information about the following topics: - assigning a mobile number to a call number. - filtering the list of mobile numbers to make it easier to select them. - assigning all the mobile numbers of the company to a call number. - detaching a mobile number from a call number. - clearing the list of agents. Proximus Mobile Call Center EN / 22

24 4. 3. Step 3: Opening hours The third step of the extended Wizard allows you to set up opening hours and holiday periods. To set up opening hours and holiday periods, proceed as follows: Select in the drop down list at the top of the screen the year for which you want to set up opening hours and holiday periods. You can choose between the current and the next year. An overview of all the days of that year is shown. The color of each day indicates whether the call number is available on that day. In the legend at the top the meaning of each color is explained: - Purple border: a weekday. - Blue border: a Saturday or Sunday (weekend). - Pink border: a public holiday. - Grey fill color: the call number is available during opening hours. Proximus Mobile Call Center EN / 23

25 - Black fill color: the call number is not available during opening hours. Unmark the days on which the company will be closed. EG If the company is not working on a Saturday or Sunday, unmark the check boxes for these days. Define the opening hours for each day by marking the check box next to it and by filling in the hours in the text boxes. Be sure to comply with the following conditions when entering the opening hours : - The opening hours have to be entered in the following format: hh:mm EG If the company is working between 7 AM and 12 AM, you have to enter the opening hours as follows: If you enter 7 or 7:00, an error message will appear. - If you mark the check box in front of a day, entering the opening hours for that day is mandatory, i.e. you have to enter at least the first two text boxes. - If you change the opening hours for a day, the new opening hours for this call number will be used starting from the day you entered them in the application. - If you only want to change the opening hours for one specific day, you have to enter these new opening hours in the application in a 6 day period preceding that day. The following week you have to change the opening hours for that day of the week again. EG On Monday 24/12/2007 your company decides to close earlier, i.e. at 3 PM. On Monday morning 24/12/2007, you can change the opening hours for Monday as follows: But the next Monday the default opening hours of the company should be used. Therefore you have to change the settings again on 31/12/2007at the latest as follows: - If you enter opening hours for a day, but you don t mark the check box in front of that day, the opening hours are not active. Entering opening hours, but leaving the check box unmarked, can be used to keep the opening hours for activating them in the future. To activate these opening hours you then have to mark the check box. Mark the option Closed on public holidays if your company is closed on all public holidays (New Year, Easter, Labor day, Whit Sunday, Ascension day, National holiday, Assumption day, All Saints day, Armistice day, Christmas). Click the Refresh button. The overview of days on top of the screen will be updated. EG If you unmarked the check box for Monday and you click the button Refresh, all the Mondays in the overview will be colored black. Define the holiday period by clicking the Add a Holiday period button. The text boxes to enter the start and end date for Holiday period 1 will appear. Enter the start and end date for Holiday period 1. Be sure to meet the following conditions when entering the dates: - Entering start and end date is mandatory. If you don t want to enter these dates, click the Delete button next to that holiday period. Proximus Mobile Call Center EN / 24

26 - The end date can be the same as the start date, or must occur after the start date. - The dates have to be entered in the following format: dd/mm/yyyy. EG If the company will be closed between 1/7/2007 and 15/7/2007, you have to enter the start and end date as follows: If you enter 1/7/07, 1/7/2007 or July 1 st, 2007, an error message will appear. - A day in a holiday period is always considered a full day. If your company closes only half a day, you need to change the opening hours, as described earlier in this manual. - You can also enter a holiday period of just one day. To do so, enter the same start and end date. Click the Refresh button. The overview of days on top of the screen will be updated. The entered holiday period(s) will be colored black. Click the Add a Holiday period button once more if you want to add an extra holiday period and enter the start and end date for this period. Repeat the previous step for all the holiday periods for this call number. There is no limit to the number of holiday periods you can enter. Click the Next button to proceed to the fourth step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this third step be saved. Entering overlapping holiday periods is not allowed. An error message will appear. EG If you already entered the holiday period from 02/07/2007 to 20/07/2007 and you also try to enter the holiday period from 16/07/2007 to 27/07/2007, an error message will appear Setting up opening hours and holiday periods for all call numbers If you want to use the same calendar (opening hours and holiday periods) for all the call numbers of the company, proceed as follows: Open the settings of the call number with a correct calendar or use the above procedure to set up the opening hours and holiday periods for an individual call number. Click in the third step of the Wizard on the Apply to all call numbers button. The message You are about to apply these calendar settings to all your mobile numbers. Do you wish to continue? appears. Click the OK button. The calendar of the other call numbers of the company is now updated Step 4: Messages & overflow configuration The fourth step of the Wizard allows you to select the messages and to define the overflow settings. Proximus Mobile Call Center EN / 25

27 The following types of messages can be defined: - Welcome message: this message is played directly when the call number is called. After this welcome message the call is rerouted to an agent or the queue message is played. - Queue message: this message is played when the call can t be rerouted to an agent because all the agents are busy or not logged in. - Message after opening hours: this message is played if a client is calling after the opening hours (as defined in the third step of the Wizard). - Message during holiday periods: this message is played when a client calls during a holiday period (as defined in the third step of the Wizard). You can also define an overflow message. The overflow message is played when: - the call number is called at the same time by so many clients that all the agents assigned to this call number are already busy. - the call number is called at a moment that no agent is logged in for that call number. Proximus Mobile Call Center EN / 26

28 Proximus Mobile Call Center EN / 27

29 To define the messages, proceed as follows: Choose the language for the standard messages. You can choose between: - Dutch; - French; - English; - Dutch+ French+ English; - French+ Dutch+ English; - English+ Dutch+ French; - English+ French+ Dutch. If you want to use your own message, there is no need to select the language. You can select a language in the drop down list and than record a message in any other language. You can even record a message in a language which is not foreseen in the drop down list (e.g. German). When using your own message, you can decide whatever text you record. Choose for each type of message whether you want to use the standard message or your own message. On the following page you will find further information on the standard messages. On p.16 your will find instructions on how to record and upload your own message. Select the maximum interval between two queue messages. To do this, choose in the drop down list the number of minutes and/or the number of seconds before the queue message will be repeated. At least 0 seconds and maximum 3 minutes and 59 seconds can be entered as the maximum interval between queue messages. Select the criteria for an overflow. You can choose between: - Maximum waiting time: enter the number of minutes and/or the number of seconds before the overflow message will be played or before the call will be rerouted to an on-duty employee number. - Maximum numbers of callers in the queue: when the number of callers is exceeded the overflow message will be played or the call will be rerouted to an onduty employee number. Select the action that has to be performed in case there is an overflow for that call number. You can choose between: - Play overflow message: when the call number is called and there is an overflow, the overflow message is played. You can use the standard overflow message or you can record and use your own personalised message. - On-duty employee number: when the call number is called and there is an overflow, the call is rerouted to a special mobile number, i.e. to the on-duty employee number. If the on-duty employee number is not available, the overflow message is played. If you choose this option, you have to select the on-duty employee number by clicking the Import Number button. This procedure will be explained further in this manual. Choose the overflow message you want to use. You can choose between: - Use the standard message: the standard message provided by Proximus is used in the language you chose at the top of the screen. - Use your own message: you have to record a message and then upload it. This procedure will be explained further in this manual. Click the Next button to proceed to the fifth step of the Wizard. Only after navigating through all the steps of the Wizard and clicking the Save or Save and activate button, will the changes made to this fourth step be actually saved. Proximus Mobile Call Center EN / 28

30 Standard messages If you choose one of the standard messages, the message differs depending on the language you chose in the drop down list on top of the screen. The following table gives an overview of the names and contents of the standard messages in the different languages: Welcome message welcome_nl_def.wav welcome _fr_def.wav welcome _en_def.wav Queue message queuing_nl_def.wav queuing_fr_def.wav queuing_en_def.wav Welkom. Bienvenue. Welcome. Al onze medewerkers zijn momenteel in gesprek. Blijft u even aan de lijn. Wij maken er graag werk van om u zo snel mogelijk te helpen. Tous nos assistants sont actuellement en communication. Dès que l'un d'eux sera disponible, il se fera un plaisir de répondre à votre appel. All our operators are busy for the moment. Please hold the line. We will help you as soon as possible. Message after opening hours outsidehours_nl_def.wav Onze dienst is momenteel niet bereikbaar, gelieve terug te bellen tijdens de kantooruren. Bedankt voor uw oproep. outsidehours_fr_def.wav Momentanément nos services ne sont pas joignables, veuillez rappeler durant les heures d ouverture. Nous vous remercions pour votre appel. outsidehours_en_def.wav Our services are closed; please call back during business hours. Thank you for calling. Message during holiday period holiday_nl_def.wav Onze dienst is momenteel niet bereikbaar. Bedankt voor uw oproep. holiday_fr_def.wav Momentanément nos services ne sont pas joignables. Nous vous remercions pour votre appel. holiday_en_def.wav Our services are closed. Thank you for calling. Overflow message overflow_nl_def.wav Momenteel is er niemand beschikbaar, gelieve het later nog eens te proberen. overflow_fr_def.wav Pour l'instant, personne n'est disponible. Veuillez réessayer plus tard. overflow_en_def.wav We apologise, but none of our staff are currently available to take your call. Please try again later. If you chose a combination of languages in the Select the language for your standard messages drop down list on top of the screen, the message will be played consecutively in the different languages (see also p.15). EG The message holiday_ennlfr_def.wav is as follows: Our services are closed. Thank you for calling. Onze dienst is momenteel niet bereikbaar. Bedankt voor uw oproep. Momentanément nos services ne sont pas joignables. Nous vous remercions pour votre appel. Proximus Mobile Call Center EN / 29

31 4. 5. Step 5: Confirmation and activation After defining the messages and the overflow settings in the fourth step, the fifth step of the Wizard appears. This fifth step gives an overview of all the choices you made in the preceding steps. If you want to save the settings, proceed as follows: Click the Save button. The settings will now be saved. The sixth and last step of the Wizard appears. Clicking the "Save" button does not activate an inactive call number (e.g. when you are setting up the call number for the first time). If the call number was already activated, the Save button is not available. In that case you can only save the settings by clicking the Save and activate button. If you want to save the settings and activate the call number at the same time, proceed as follows: Click the Save and activate button. The message The settings you defined for your mobile number will be applied immediately. Are you sure you want to proceed? appears. Click the OK button. The settings are now saved and the call number is activated right away. The sixth and last step of the Wizard appears. Proximus Mobile Call Center EN / 30

32 4. 6. Step 6: End of operation The last step of the Wizard confirms that the settings for this call number have been saved. If the above message does not appear, the changes to the settings have not been saved. You have to restart the Wizard and follow the steps again in order to change the settings. Proximus Mobile Call Center EN / 31

33 5. Logging in and out as an agent In the web application the mobile numbers of the agents are defined for each call number. When a call number is called the call will be rerouted to one of these agents, but for this to happen the agent has to be logged in. This chapter explains how an agent can log in by using his mobile phone to ensure he is available to receive rerouted calls. At the end of the day the agent also has to log out to be sure that calls will no longer be rerouted to his mobile phone. The agent can also check the status of his mobile number, i.e. whether he is still logged in for receiving rerouted calls from a call number Logging in as an agent for a call number In order to log in as an agent for a call number, proceed as follows: Type the call number on your mobile phone. EG Click the Call button of your mobile phone to start a call to this number. Wait until you hear the message Your login was successful. You can then finish the call, because you re logged in as an agent for this call number. This means that some calls for this call number will be rerouted to you, depending on the settings of this call number in the web application. If you called the call number, but the message Your login has failed is played, this means that you are not logged in as an agent. Check whether you typed the correct call number and try again. If your login fails again, probably some technical problems are occurring and it s best to inform your Proximus agent. Alternative method to log in You can use an alternative method to log in as an agent for a call number. Instead of calling the call number, you now have to enter a code and send it. To use this alternative method, proceed as follows: Type the following code on your mobile phone: #160*call number# EG #160* # Click the Send button of your mobile phone. You will receive the message Login successful on the screen of your mobile phone. You are now logged in as an agent for this call number. This means that some calls for this call number will be rerouted to you, depending on the settings of this call number, made in the web application. If the message Login failed appears on your mobile phone, this means that you are not logged in as an agent. Check whether you typed the correct code and try again. Proximus Mobile Call Center EN / 32

34 5. 2. Logging out as an agent for a call number In order to log out as an agent for a call number, proceed as follows: Type the call number on your mobile phone. EG Click the Call button of your mobile phone to start a call to this number. Wait until you hear the message Your logout was successful. You can then finish the call, because you re logged out as an agent for this call number. This means that you will no longer receive any rerouted calls from this call number. If you called the call number, but the message Your logout has failed is played, this means that you are not logged out as an agent. Check whether you typed the correct call number and try again. Alternative method to log out You can use an alternative method to log out as an agent for a call number. Instead of calling the call number, you now have to enter a code and send it. To use this alternative method, proceed as follows: Type the following code on your mobile phone: #160*call number# EG #160* # Click the Send button of your mobile phone. You will receive the message Logout successful on the screen of your mobile phone. You are now logged out as an agent for this call number. This means that you will no longer receive any rerouted calls from this call number. If the message Logout failed appears on your mobile phone, this means that you are not logged out as an agent. Check whether you typed the correct code and try again Checking the status of the mobile number In order to check whether you are logged in as an agent for a call number, proceed as follows: Type the following code on your mobile phone: #160# Click the Send button of your mobile phone. You will receive a SMS with an overview of all the call numbers for which your mobile number is known as an agent. For each call number the status ( in or out ) is shown. EG " in; out;" This means that you are in the list of agents for both call numbers. You are logged in for the call number and you can receive rerouted calls for this call number. You are logged out for the call number and you will no longer receive any rerouted calls for this call number. Proximus Mobile Call Center EN / 33