Training Module for Customer Portal & Customer Care. Enabling the Next Wave of Connectivity

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1 Training Module for Customer Portal & Customer Care

2 Customer Portal Interface used by the registered end user to interact with the network End user can modify Information, change Password & check the account,billing & payment information It has Six Sections. They are: 1. Working with Customer Portal 2. Home 3. Account Services 4. Subscription Services 5. Billing Services 6. Prepaid Card Expiry

3 1. Working with Customer Portal Launch the Internet Browser and enter the required URL for offline access of the customer portal of your WISP From the hotspot location click the Go to Personalized Portal hyperlink after registration to access the customer self serve portal If the end user using prepaid cards forgets the login password or PIN, then use Forgot Password? or Forgot Pin? hyperlink to get a new password/pin

4 2. Home The Welcome Page of the Customer Self Serve Portal is displayed with the menu Home highlighted Displays the customer s: 1. Usage history 2. Billing information 3. Plan details

5 3. Account Services Leads to another set of sub-menus that helps to modify the account The sub menus are: i. Change Profile ii. Change Password iii. View Account iv. Payment Modes

6 3i. Change Profile Click Change Profile to modify the account information Edit the information in the fields to change the business information For additional MAC addresses for MAC authentication, choose the Yes radio button a. Click the My Authenticated MAC Addresses hyperlink to view the Add New MAC Addresses window To add more information b. Click the Additional Information hyperlink to view the Additional Information window

7 Add New MAC Addresses Enter the MAC Address Click on Add MAC Click Close

8 Additional Information Enter the Information in the *NewField Click Update

9 3ii. Change Password Click Account Services > Change Password Type the old password Type the New Password twice Click Update to accept the new password

10 3iii. View Accounts Click Account Services > View Accounts to add/modify/delete the sub-accounts Click Edit to view the Edit Account window

11 Edit Account Password of a sub-account can be modified Enter the old & the new passwords Click Update Click Delete in View Accounts window to view the Delete Account window

12 Delete Account User Id is displayed Click Delete Click Add a New Account to view the Add Account window

13 Add Account Allows the customer to create sub-accounts The number of sub-accounts is dependent on the value specified while creating service plans in the OSS Enter the UserId & Password Click Add Account

14 3iv. Payment Modes Modify existing payment options or add a new payment method Use the Edit hyperlink to modify the existing payment options Click Update Payment Method to accept the new changes Click Add a New Credit Card to view a form similar to the one you filled up during the registration process

15 Add a New Credit Card Enter the relevant details Click Add

16 4. Subscription Services From Subscription Services menu the Current Plan as well as Buy A New Plan can be viewed Choose Selected Plan on the submenu to view the details of the plan

17 Buy a Plan Choose Buy a Plan to view the list of product plans available for purchase Choose the preferred plan Mark the I agree with the Terms & Conditions flag Click Submit to view the Confirm Plan Details window

18 Review Page A review page with the option to modify plan details and payment options is displayed Click Submit to view the Product Purchase Confirmed window

19 Product Purchase Confirmed The system generated card and pin number is displayed

20 5. Billing Services From the Billing Services tab the customers billing information as well as payment information can be viewed Bills can be listed based on the billing period Option to convert these bills into printable format is also provided

21 View Bills Customer s personal details are displayed Select a Billing Period Click View Click on Printable Format to print

22 View Payments Select the Period Select the Date From & Date To Click View

23 Prepaid Card Expiry To check the amount of time/bytes remaining on the prepaid card Open the registration screen Enter the Card and Pin Number of the prepaid card Click Check Time / Bytes to view the Information Screen

24 Check Time / Bytes Click Back to go back to the registration page

25 Customer Care

26 Customer Care Customer Care is an integrated suite of tools that provides Basic customer management capabilities Minimum system requirements for a Customer Care Representative to manage the regular business operations like: User administration Technical support Accounting and usage history The customer care section has the following basic capabilities implemented in the OSS: Complete account management Configuration of user accounts Incident creation and tracking Historical and online usage monitoring

27 Customer Care - Account Management Manages existing service accounts using search engines Accessible at both NOC and WISP level WISP level access is limited to the management activity of that WISP Ability to search existing service accounts like: Prepaid Customers Subscription Plan Users Pay-go Customers Utility Billing Subscribers Ability to review/modify all user registration accounts data Facility to buy a new plan Switch plans by contacting the CSR. Track account history covering all transactions Report historical and online usage.

28 Customer Care - Account Management Create and assign incidents for customer care representatives. Record audit trails and save the report in the database for future reference. Audit trails are recorded on the execution of the following events: Customer Reactivation. Setting up of Guest Accounts. Prepaid Card Refund. Misc. Refund Write-offs. Select Customer Care >> Account Management to view the Account Search Details window Enter the search criteria for a keyword based search Click Submit to view a list of customers accounts.

29 Customer Care Customer Profile 1. Click Account Id to view the Customer Account Profile

30 Customer Care Customer Profile 1. Click Cancel hyperlink to cancel an active user subscription. This action will permanently remove the user's account Prevents recurring billing To reactivate the account the end user has to register afresh 2. Click My Authenticated MACs hyperlink to add a list of preauthorized MAC Ids, which is used by end users for direct access

31 Customer Care Customer Profile Enter relevant details MAC ID can be RESTRICT - MAC ID is tied to an Username & Password. End users with Username & Password only are allowed access PREAUTH All the end users are allowed to access subject to availability of the MAC ID. Click Add MAC to add it to the list of pre-authorized MACs

32 Customer Care Customer Profile Click Modify under the Accounts menu to make changes to the customer profile Click Update to accept the changes 1. Mac Authentication: Enabling this allows automatic logon to the wireless network 2. Mac Authentication Days: Validity period of MAC Authentication 3. Logout Popup Enable: If enabled a HTML-based pop-up window with a Logout button displayed on successful login, enabling the end user to logout at the end of the session

33 Customer Care MAC Authentication MAC Authentication allows automatic login to the wireless network when The computer is associated to the wireless SSID [OR] Connected to the Ethernet cable It uses the physical address of the computer network interface The network interface could be a wireless or Ethernet interface. Applicable when the MAC address of the client device is visible to the PSC/PSG. The end user has to enter the username and password only for the first login By default, MAC Authentication is disabled

34 Customer Care - Pro Auto MAC Authentication This is an enhancement of the MAC Authentication feature A list of MAC IDs are entered into the database The end user with the MAC ID can access the Internet without entering the Username and Password even for the first time access Flexible access options are provided at WISP and end user level Options at WISP Level Last The end user has to enter the MAC ID, Username and Password for only the first time The end user should provide Username and Password in case a new MAC ID is obtained Previous access information is overwritten with this latest information Subsequent access automatically done with this latest MAC ID, Username and Password

35 Customer Care - Pro Auto MAC Authentication All The end user should provide Username and Password in case a new MAC ID is obtained This information is stored in the OSS. End user can use any one of the recorded MAC Ids Options at End User Level Restrict - MAC ID is tied to an Username & Password. End users with Username & Password only are allowed access Preauth All the end users are allowed to access subject to availability of the MAC ID

36 Customer Care MAC Authentication Implementation of MAC - Authentication in the OSS WISP Level (Setup WISP Detail window) 1. Enable MAC Authentication Support 2. Set MAC Auth Days

37 Customer Care MAC Authentication User Level (Account Management window) Enable MAC Authentication Support Set MAC Auth Days

38 Customer Care - Logout Popup If Logout Popup Enable option enabled in the Account Modify window: A HTML-based pop-up window with a Logout button is displayed as soon as the subscriber successfully logs in By default this value is set to true Enables the subscriber to logout at the end of the session. Ability to upload customized error messages from the WISP to convey the reason for logout failure is provided

39 Customer Care Change Password Click Change Password under the Account menu to modify the customer s password Click Update to accept the changes

40 Customer Care Credit Card Click Credit Card under the Account menu to add a new payment option. 1. Click Add Credit Card to add a new credit card information 2. Click Modify to make changes to existing credit card information. 3. Enable Preferred to indicate credit card that will be used for transactions Click Update Payment to accept the preferred card

41 Customer Care Add Credit Card Click Add Credit Card under the Account >> Credit card menu to add a new credit card information Enter relevant values Click Add to accept the new Credit Card details

42 Customer Care View Account Need info as it is a new menu

43 Customer Care Setup Guest Account Guest accounts are used for promotional purpose [OR] For user, who have reported an incident on their regular accounts, which is being resolved by the customer support personnel It is a temporary account available until the incident is resolved or the promotional package expires User will not be charged for this account. The setup process will be performed by the Customer Support Representative (CSR). This menu is accessible only from the NOC level Select Customer Care > Setup Guest Accounts to setup a guest account

44 Customer Care Setup Guest Account Choose the WISP required Click Next to view the list of Subscription Plans available

45 Customer Care Setup Guest Account Choose the preferred Subscription Plan Click Next to view the Guest Information window

46 Customer Care Setup Guest Account Enter relevant details Click Next to view the Confirmation of the Information provided

47 Customer Care Setup Guest Account The confirmation page with information about the guest account user is displayed This is for CSR to finalize the account This window provides user name and password using which, the customer can login to the customer portal Click Submit for successful registration as a guest user

48 Customer Care Incident Tracking Incident tracking helps in tracking incoming support calls from customers Incident is logged by a support personnel is monitored till its closure messages from the customers are routed to one of the logged-in support personnel The following information are available to all support personnel and customers Who received the message? When was it answered? What was said? The incident is archived in the knowledge database for: Future reference Resolving repeat incidents

49 Customer Care Incident Types Select Customer Care > Incident Tracking > Incident Types to view the list of Incident Type available Click Add Incident to create a new incident

50 Customer Care Add Incident Type Enter the description of the incident Enter the address of the support personnel who will receive this incident Click Save to successful addition of an incident

51 Customer Care Create Incident Select Customer Care > Incident Tracking > Create to create an incident Enter relevant details 1. Click Open Incident to create the incident and send an to the mobile user 2. Click Assign and Send to send an to the CSR agent responsible for the selected incident type

52 Customer Care Open Incident Select Customer Care > Incident Tracking > Open Incidents to view the Open Incident window 1. Click Reference ID hyperlink to view the details of the incident 2. Click Resolve hyperlink to perform action on the incident

53 Customer Care View Incident Click the Reference ID in the Open Incident window to view the View Incident window The View Incident window provides the following: Details of the incident Details of the action taken to resolve the incident An option to send a mail to update the customer with the status of the incident

54 Customer Care Resolve Incident Click the Resolve hyperlink in the Open Incident window to perform action on the incident 1. Status: Indicate whether the incident is: OPEN ASSIGNED ESCALATED OTHER RESOLVED CLOSED

55 Customer Care Resolve Incident 2. Type of Solution: This field is enabled only when the Status set to "CLOSED". Has a choice of six solutions: Not a Fix indicates that the incident has not been resolved. Might Fix indicates that the incident can be resolved. Temporary Solution indicates that the solution has been resolved temporarily Workaround indicates that the solution to the incident has been temporarily bypassed Fix indicates that a satisfactory solution has been reached Best Fix indicates that the incident has been resolved permanently in the best possible manner Click Add Action Click Mail to Customer to send an to the customer with the updates of the status of the incident

56 Customer Care Incident Search It is a keyword based advanced search engine to filter and display incidents Enter relevant search criteria Click Search to view the list of Incident

57 Customer Care Incident Knowledge DB Search Knowledge DB Search will filter incidents that have been Closed Keyword field should be at least 4 characters long Enter the relevant search title Click Search to view the list of Incidents

58 Customer Care Control Center The control center provides information necessary for monitoring the controllers It is a single user friendly interface. This facility is available both at the NOC and WISP level At the WISP level information pertaining to the WISP is available

59 Customer Care Control Center Control Center provides information on the following: 1. Last Response Time & Connected Users 2. WISP, Franchisee & Location Contact Details 3. Gateway Configuration Details 4. Define Network Interface IP/Bandwidth Interface 5. Interface 6. IP Details 7. Define SSID 8. DHCP Mappings 9. List of External Connected Devices 10. List of Latest Alerts

60 Customer Care Control Center Select Customer Care >> Control Center Select relevant values Click Search to view the all the relevant information of the controller selected Click Connected Users hyperlink to view the Gateway User Connections window

61 Customer Care Control Center Screen shot displaying WISP, Franchisee & Location Contact Details

62 Customer Care Control Center Screen shot displaying Gateway Configuration, Define Network Interface IP/Bandwidth, Interface and IPDetails

63 Customer Care Control Center Screen shot displaying DHCP Mappings, List of External Connected Devices & List of Latest Alerts Click on the IP Address hyperlinks (in red) to view the Access Point Alert Status window

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