Vodacom One Net Express. User Guide. Your guide to setting up your Vodacom One Net Express service

Transcription

1 User Guide Your guide to setting up your Vodacom One Net Express service

2 Welcome to the world of Vodacom One Net Express Now that you have received your Vodacom One Net Express Starter Kit, what s the next step? To fully understand each feature that Vodacom activate these great Vodacom One Net Express features. open the interactive CD found in your Vodacom One Net Express Starter Kit to access Vodacom One Net Express. Thank you for choosing Vodacom One Net Express

3 One solution, one provider Vodacom now provides you with two options for access to a new or existing landline telephone number within your Vodacom inclusive communications: Geographic Number Allocation Geographic Number Allocation (GNA) is the ability to allocate a Vodacom landline telephone number to a new or existing Vodacom customer. Geographic Number Portability telephone number to port from their current landline service Your landline telephone number will then be ported into provider for all your communication needs. Covered wherever you are landline telephone number will be allocated. This means telephone number. The landline telephone number can then be allocated to your company to use as your main company contact number that is Closed User Group.

4 How it works Vodacom One Net Express Plus Price Plan You can choose from two landline telephone number price plans. The Vodacom One Net Express Plus price plans include a as a cellphone contract price plan. The Vodacom One Net Express Plus price plans includes the following: Landline telephone number porting (Geographic Number Portability) cost Optional (customer must opt in for this service) The One Net Express Plus price plan will be available on a two rate plans called One Net Express Plus Small & Medium minutes to call other users in the Closed User Group for free One Net Express Plus Inclusive Value Out of Bundle rate (Incl. Vat) Anytime Voice Data SMS Voice SMS Data Small 100 R0.99c R1.00 Medium R0.99c R1.00

5 How it works As a Hunt Group Number A landline telephone number can be used as the main company contact number and can be configured as a Hunt Group with the Auto Attendant feature Hunt Group numbers will only be able to receive inbound Inbound calls will be routed to the appropriate users contained in the Closed User Group As an Individual user phone that is associated with one of the One Net Express Plus price plans A landline telephone number will be allocated to the The landline telephone number will then be included as part minutes included in the One Net Express Plus price plan Features Advertise your landline telephone number to customers and intelligently route all calls through Auto Attendant to the relevant department Choose as many landline telephone numbers for Closed company has a physical office Vodacom One Net Express represents the first step to an cellphone and data services enabling you to engage with your business in an efficient and professional way such as tablets and PCs

6 Useful information: unsure of the affect porting will have on any service you still you contact your previous service provider to ensure that you will no longer be billed for any of their services that you no longer require you wish to port then please contact your current provider or cancelled. You may also port these additional lines over to Vodacom if you wish. The porting process will fail if you number transfer request Commonly broadband connections (e.g.: ADSL) are disconnected if the associated number is ported to a different service provider. We are only able to port active the number port is complete operator will SMS you a date and time when the no service period will start by the original provider and activation by Vodacom During this time you will not be able to use any services from be inactive during this period

7 What will Vodacom One Net Express do for your business? Vodacom One Net Express gives you switchboard features and 1. Hunt Group Vodacom One Net Express provides you with the following features: A Hunt Group enables a group of your employees who have Vodacom One Net Express activated on their cellphones and landline telephone numbers to be contactable through a single number.

8 Feature Hunt Group behaviour Calls to your company s nominated Hunt Group number can ring on the users cellphones or landline telephone numbers within the Hunt Group in one of three ways: Multiple Hunt Groups Call Queuing in a Hunt Group Voic in Hunt Group How it works Sequential (Default) call will jump to the next user s cellphone or landline telephone number in the Hunt Group. Parallel Sequential mode. Circular distributed between the users. of the Hunt Group. calls are sent from the queue to that cellphone or landline telephone number. or another predetermined number of your choice. incoming caller will be sent to the voic of a nominated user in your company.

9 2. Auto Attendant Auto Attendant is an interactive voice prompt menu that allows your incoming callers to select a department or individual that so your calls are always answered in the most professional way. Auto Attendant is an optional feature and does not have to be activated. The activation of Auto Attendant reduces the maximum number Group number to the service which ideally would be the main number you communicate to customers.

10 Taking steps towards success Step 1: What do you need? Have the following information at hand to correctly set up your required features: 1. Hunt Group set up A list of all the Vodacom One Net Express users cellphone numbers and landline telephone numbers that you would up Hunt Group ringing behaviour Which cellphone/landline telephone number will be allocated for voic messages 2. Auto Attendant set up (optional) Which Hunt Group should Auto Attendant The name of your Auto Attendant service. It is recommended that you use your company name customers will hear when calling 3. Porting of a cellphone/landline telephone number (if required) If you are porting your existing cellphone number or landline telephone number from another service provider

11 Taking steps towards success (cont d) Step 2: Send us your information The list provides you with all the information fields that Vodacom will need to set up your Vodacom One Net Express service. only the sections you require for your service. gathered in Step 1. where you activated the Vodacom One Net Express service. you will need to quote when contacting the Service Support Team for future changes. To help you complete the Set Up Requirements List included two examples of how you can set up your Vodacom One Net Express service.

12 Scenario 1 You run a plumbing company and you and isn t always someone available to receive calls In order to ensure you don t miss a business one number that customers can call your company on and which will reach all your employees. When customers are all part of your company s Hunt Group. This is the number you will advertise to customers as your Company Number. other phones will stop ringing this is called Parallel Ringing. Parallel Ringing 1 An incoming call will ring on your cellphone or landline telephone number. the next number that is in your Hunt Group. until the call is answered this is called Sequential Ringing (default setting). Sequential Ringing 2 The user that is free will answer the call 1 start always starts with 4 3

13 An incoming call will ring on your cellphone / the call. The next incoming call will intelligently in the order that you have set up this is called Circular Ringing. Circular Ringing What to complete on the Set Up Requirements List: Section A Add the names and cellphone/landline to be answered or landline telephone numbers of your employees in the particular order that you Set Up Requirements List. If the call is not answered by anyone in the voic of one of the cellphone/landline telephone numbers in your Hunt Group that you have decided on. Calls are evenly distributed between the users Section B Decide how you want incoming calls to be Section C Section D Indicate the cellphone/landline telephone number that should be used to receive voic messages this is a number in your Hunt Group that you have nominated

14 Scenario 2 You run a catering company and your employees are responsible for different areas of the business. who are following up on their orders. Group number will be assigned to your Auto Attendant service. This can be used as your Company number that you advertise to greeted by the Auto Attendant message that you have set up. they will be presented with options that you have set up in Press 1 To place an order Press 2 To follow up on payments Press 3 To follow up on an order Selecting one of the options above will route the customer a Hunt Group will need to be set up for each area of the business. with cellphone/landline telephone numbers connected to each Hunt Group according to your requirements. In the case of Active: Hunt Group 1: Hunt Group 2: Hunt Group 3: Auto Attendant Orders: and/or landline telephone numbers will be added to this Hunt Group. Payments: Nhlanhla and Michelle s cellphone and/or landline telephone numbers will be added to this Hunt Group. Follow Up: Vuyo and Sally s cellphone and/or landline telephone numbers will be added to this Hunt Group.

15 Scenario 2 (cont d) customers as well. When completing the Set Up Requirements List, be sure to list ensure that the incoming call is routed in this manner. Sequential, Parallel or Circular ringing. when a customer selects Option 1 from the Auto Attendant Sequential Ringing.

16 How it works: Auto Attendant Hunt Group 1 Press 1 (i.e. Orders) Sequential: Hunt Group 3 Parallel: The user that is free will answer the call 1 1 John start 2 Sally Vuyo 3 Hunt Group 2 Circular: Calls are evenly distributed between the users Sally Vuyo Nhlanhla Michelle

17 What to complete on the Set Up Requirements List for Scenario 2: Section B Decide how you want incoming calls to be handled Section C Indicate your Section F Add the options that a customer can select to be routed to the correct department or person Section A Add the names and cellphone/landline telephone numbers Section D Indicate the cellphone /landline telephone number that should be used to receive voic messages this is a cellphone/landline telephone number of any employee in company is able to answer an incoming call Section E Select Auto Attendant and add your welcome message that

18 Useful Tips or log off of a Hunt Group directly from your cellphone or Hunt Group for Vodacom One Net Express users Hunt Group/Call Queue Log on to a specific Hunt Group or Call Queue. Use the Hunt Group number of the specific Hunt Group/Call Queue that Log on to all Hunt Groups/Call Queues in your company. Log off to a specific Hunt Group or Call Queue. Use the Hunt Group number of the specific Hunt Group/Call Queue that Log off from all Hunt Groups/Call Queues in your company. Feature Access Code leave the rest to your employees and Vodacom One Net Express. Hunt Group again. Your employees will use the same codes to log on and off of the Hunt Groups that they are a part of. before departing.

19 Taking steps towards success (cont d) Step 3: Stay close to your phone Once Customer Service Support has received your Requirements Step 4: What your employees can expect Now that you have set up your Vodacom One Net Express the service to its fullest: 1. Each employee who has been activated as a company on the Vodacom One Net Express service. When use of their private minutes on their price plan. Hunt Group. respond to incoming calls. Step 5: Never miss another business call again Start using your Vodacom One Net Express features it s that simple.

20 Frequently Asked Questions Do I need to complete the Set Up Requirements List or should each of my employees complete the list for them to be added to the Hunt Group? send the list through to your Sales Consultant at the outlet where you activated the Vodacom One Net Express service. It is important that you receive the approval from each employee to be assigned to the Vodacom One Net Express service. What is my unique VodacomOne Net Express reference Express service. Your unique Vodacom One Net Express reference number will be provided to you by your Sales Consultant at the outlet where you activated your service. Your unique Vodacom One Net Express reference number is the number that the Customer Service Support team will use to identify your account. You will need to quote this number on your Set Up Requirements List and any further enquiries/calls made to the Customer Service Support team. Do I have to set up Auto Attendant and what does it do? Auto Attendant can be set up according to your requirements. Auto Attendant is an automated answering system that is set up when a customer calls your company number. It gives your customer a professional greeting and options to Auto Attendant is not mandatory but can add great value to your customer s experience with your company.

21 Frequently Asked Questions: (cont d) Can I create my own Auto Attendant voice prompts? Yes you are able to provide your own options. Auto Attendant A maximum of 9 options can be created. How many Hunt Groups can I set up and can I add my employees to more than one Hunt Group? How do I know if my employee s Vodacom One Net Express service has been activated on their cellphone? the USSD menu by dialling *111# and selecting the applicable option. balance. These additional minutes are the One Net minutes a user will Express Closed User Group. How are calls made outside the Vodacom One Net Express service charged? Calls made to a cellphone or landline telephone number outside of your Vodacom One Net Express service will be the Vodacom One Net Express service. How do I add/remove someone from my Vodacom One Net Express service? To permanently remove a member from your Vodacom One Net Express Customer Service Support team on

22 Frequently Asked Questions: (cont d) Does Vodacom One Net Express work when I am roaming? What happens if the Vodacom cellular network experiences Service Level Agreements and restoration in place to support the Vodacom One Net Express service. My contract with my current landline service provider has not yet expired. Can I still port my landline telephone number? be automatically cancelled. Your current provider is still entitled to any money owed on the contract. You will have to continue to pay your monthly subscription until the end of the contract on your contract with your current provider landline telephone number? You may not port your landline telephone number if: You have ported the same telephone number(s) within the last two months have not paid your bill You are not the legitimate owner of the telephone number(s) You are not allowed to request porting to change to another service provider while your initial porting request is still in progress How long will it take to port? Your current service will not be interrupted whilst the port request is being processed.

23 Always ready to help with Vodacom One Net Express dedicated Vodacom One Net Express Customer Service Support Team on Mon Fri: 07:00 19:00 Sat: 08:00 17:00 Sun: 08:00 13:00 Vodacom Group Vodacom and the Vodacom logos are trademarks of the Vodafone Group. Other product and company names mentioned herein may be the trademarks of their respective owners. While Vodacom makes every effort to ensure that the enclosed information is correct at time of print, Vodacom cannot be held responsible for any cost, loss and/or damage that may arise as a result of misprints, incorrect information and/or any changes. E&OE (Errors and Omissions Excepted). DATE ISSUED: May 2013