Cypress Connexion HELP Guide

Transcription

1 Welcome to Cypress Connexion your one-stop-shop for accessing and managing your Cypress Communications account online, at your convenience. The following guide will provide you with helpful information regarding the features available to you in Cypress Connexion. Contents 1. Getting Started Supported Browsers Password New Account Access Levels Overview of Sections Navigating the Site My Cypress My Profile Personal Agent My Voic Resource Center IP Phone Training Manage Account Service Management Support Tickets Connexion User Admin Reports Cypress Rewards Billing Center Billing History Billing Guide Support Resource Center Knowledgebase Cypress Rewards Contact Us Still Need Help? Page 1 of 10

2 1. Getting Started Getting started using Cypress Connexion is easy. Simply enter into your Internet browser s address toolbar and hit Enter. Enter your username ( address) and Cypress Connexion password. You should have received this information in your welcome from Cypress Communications containing the subject Your new Cypress Connexion account username and password enclosed. The first time you log in, you should change your password to something easy to remember by clicking on the My Profile link located in the upper right-hand corner of the screen. 1.1 Supported Browsers Cypress Connexion has been verified to be compatible with the following Internet browsers: Internet Explorer, (IE 8.0 or newer is recommended) Mozilla Firefox Chrome Safari 1. 2 Password If you have forgotten your password, click on the I forgot my password link located below the login fields. You will receive an containing your new password. Please note that you can reset your Connexion Password anytime via the My Profile link located in the upper right-hand corner of the screen when you are logged in. (Please copy and paste the password from the as it is case sensitive and 0 and o and 1 and l are close in appearance and can be mistaken causing errors when logging in.) If you still cannot log in, please connexionsupport@cypresscom.net or call Customer Care to assist. Page 2 of 10

3 1.3 New Account If you have not received an notifying you of your account and login credentials, you may request a new account by clicking on the Register Now link and filling out the registration form. You must be your company s Cypress Communications account administrator and you will need to reference your Cypress account number to complete the process (the alphanumeric digits before the dash only) and one of the last 5 received invoices. 1.4 Access Levels Your access to various features within Cypress Connexion will be based on your designated user access level. There are three available access levels: Access Level Administrator Manager General User Description Can access all Connexion features, view account and billing details, and make changes to your company s Cypress account. Can access communication tools, support resources, and billing details. Can access communication tools and support resources. Please refer to your user profile to determine your user level. Administrators can change the access level of any user at any time. Please refer to section 3.3 below. 1.5 Overview of Sections My Cypress This is your homepage. This is customized based on your access level and personal account information. If you are a General User or Manager, you will see information related to your personal account. If you are an Administrator, you will see information related to all users within your company, as well as your own. Manage Account This section provides you with a quick view of your Cypress Communications account. You can also enter, view and manage Service Orders for your company. Billing Center View, print and analyze your bills. Support Enter, view and manage Support Tickets for your company. Search for answers to your questions in the knowledgebase and download valuable guides in the Resource Center. 1.6 Navigating the Site The website is divided into two sections. 1. Main navigation toolbar click on any of the main navigation headings across the top of the page to access the desired section. 2. Content the center portion of the site contains the content for the page you are on. 2. My Cypress Your My Cypress homepage contains the following components. Billing Summary (Admin Only) Quickly view a summary of your most recent invoice from Cypress. You can select the desired month you would like to see (up to 6 months back) from the Page 3 of 10

4 drop down menu located at the top of the portlet. You can also click on the View Bill icon in the upper right-hand corner to open the PDF version of the invoice for the selected month. Note: Adobe Acrobat Reader is required to open the invoice. To download Adobe Support Ticket Overview (Admin Only) This chart gives you a quick snapshot of the support ticket activity on your account for the past six months. Clicking on the chart will take you to your Account Overview. Personal Agent (Users and Managers Only) Login to your Personal Agent web portal using your Personal Agent username and password. A new window will open up. Please see section 2.2 below for additional information. My Voic (Users and Managers Only) Login to your Unified Messaging web portal using your UM username and password. A new window will open up. Please see section 2.3 below for additional information. Tip: If you do not have a login for the Unified Messaging web portal, it is likely that your voic is hosted on a different system. Try logged into the Personal Agent web portal to access your voic settings. Open Service Orders Summary This table displays the most recent five open service orders on your account. General Users will only see service orders that are open on their individual account. Administrators will see all service orders open on the company s account. Clicking on the more > link will take you to the Manage Services page where you can see all open Service Orders. Open Trouble Tickets Summary This table displays the most recent five support tickets on your account. General Users will only see support tickets that are open on their individual account. Administrators will see all support tickets open on the company s account. Clicking on the more > link will take you to the Support Center here you can see all open Support Tickets. 2.1 My Profile Clicking on the My Profile link will display your Cypress Connexion user profile, including your name, username and access level (Role). You can make updates to your name and username, or click on the Change Password link in the upper right-hand corner to update your password. 2.2 Personal Agent Clicking on the Personal Agent link will open up the login screen for your Personal Agent Web Portal. Through the Personal Agent, you can enter your personal information, and configure services to your personal preferences. Your username will typically be your address and your default password is the last four digits of your telephone number + 99 (unless you changed it). This is the same as your login credentials for the MOC (Multimedia Office Client) if you have this application installed in Outlook or PC Client. Tip: Your username may also be in the format of your ten-digit-phonenumber@domain.com. Page 4 of 10

5 2.3 My Voic Clicking on the My Voic link will open your Unified Messaging Web Portal. Your username typically follows this format: 10-digit phone (for C4 customers). Your default password is the last four digits of your telephone number + 99 (unless you changed it). Tip: If you do not have a login for the Unified Messaging web portal, it is likely that your voic is hosted on a different system. Try logged into the Personal Agent web portal to access your voic settings. 2.4 Resource Center Find valuable resources and downloads in the Cypress Resource Center, including full user guides and quick reference guides. Clicking on any of the links will open a new window containing a PDF document which can be saved or printed. Tip: Adobe Acrobat Reader is required to open the invoice. To download Adobe 2.5 IP Phone Training Clicking this link will open an interactive training video on the Nortel 1120/1140 IP telephone. To exit out of the video, simply navigate to a new page on the site. 3. Manage Account This section gives you a quick snapshot view of your account. From this section, you can request changes to your service, including adding or deleting users, as well as managing your Cypress Connexion users. Service Order Overview This chart gives you a quick snapshot of the Service Order activity on your account for the past six months. Support Ticket Overview This chart gives you a quick snapshot of the Support Ticket activity on your account for the past six months. Account Contacts These are the people at your company that are currently authorized to make changes to your account. To add a new contact, click on the New link in the upper righthand corner of the portlet. You can also make edits or delete a contact at any time. 3.1 Service Management The Service Management page is where administrators can submit, view and search Service Orders on their account Service Order Entry You can enter a Service Order online by selecting the appropriate Type and Subtype, and completing the required entry form. The form resets if you click the Cancel button. If you click Submit, your service request will be submitted to Cypress Customer Support and the ticket number will appear. You can now view your ticket in the Open Service Orders Summary table. Page 5 of 10

6 3.1.2 Open Service Orders Summary This table shows all open Service Orders on your account. The total number of service orders is noted at the top of the table; however, your view is limited to 5 items per page. Use the navigation bar along the bottom of the table to move from page to page to view all open service orders. To view the details of a particular Service Order, simply click on the desired line item. This will open a new page containing the details of that Service Order. To return to the summary table, click on the Back to Summary link in the upper right-hand corner of the page Closed Service Orders Summary This table shows Service Orders closed on your account in the past 30 days. The total number of service orders is noted at the top of the table; however, your view is limited to 5 items per page. Use the navigation bar along the bottom of the table to move from page to page to view all open service orders. To view the details of a particular Service Order, simply click on the desired line item. This will open a new page containing the details of that Service Order. To return to the summary table, click on the Back to Summary link in the upper right-hand corner of the page Service Order Search To search your Service Order history, click on the Advanced Search link from either the Open SO or Closed SO summary tables. You can search using any, or all of, the following criteria: Status: All, In Progress or Closed Order No: 5-digit Service Order ID First Name: User s first name Last Name: User s last name Date Range: enter the desired starting and ending dates If your search doesn t yield any results, try searching using fewer criteria. 3.2 Support Tickets Clicking this link directs you to the Support Center. Please refer to the Support description (section 5) below for detailed information. To return to your account overview, please click on the Manage Account link in the top level navigation menu. 3.3 Connexion User Admin As an administrator, you are able to modify existing and add new users to Cypress Connexion. Click on this link to access the User Directory and manage your Cypress Connexion portal users. Tip: Changes made here ONLY apply to the Cypress Connexion portal, not your Cypress services. To make changes to your Cypress services, please use the Service Order Entry form located under Service Management User Directory View all of your company s Cypress Connexion users, including the user s name, username, role and active flag (green for active, red for inactive). Each of the columns can be sorted by clicking on the arrows in the table headings User Management This is where, as an administrator, you have the option to modify an existing user or add a new user. Select the desired option from the drop-down menu and click the Go button. Create a New User Start by entering the new user s address. The system will perform a search to ensure the address is not associated with a current user. If not, Page 6 of 10

7 you can proceed with entering the user s name and desired role (Admin, Manager, or User). Once you click the Create button, you will receive a confirmation message and the new user will receive a welcome containing login credentials. The new user s name and profile now appears in the User Directory. Modify an Existing User To modify an existing user, begin by searching for the desired user by entering the first few letters of the user s name. The system performs a search and displays all matching user names. Select the desired user from the list and click the Go button. The user s information is displayed. Now you can make modifications to the user s profile such as changing their role or making them active/inactive Roles and Features This table describes the features available for each user role. 3.4 Reports You can view graphical reports on your account activity by selecting the desired category and report type from the drop-down menus and clicking Go. 3.5 Cypress Rewards Each time you refer a customer and they purchase a Cypress Communications Voice Services solution, you'll receive credit for as much as $500 per sale. Find out more information about the program and follow the link to complete the lead submission form. 4. Billing Center The Billing Center contains current and historical information about your Cypress invoices. Important Messages You will periodically see important billing-related messages here. Billing Summary This portlet is the same as the portlet on your homepage, and gives you an overview of your most recent bill from Cypress Communications. You can select the desired month you would like to see (up to 6 months back) from the drop down menu located at the top of the portlet. You can also click on the View Bill icon in the upper right-hand corner to open the PDF version of the invoice for the selected month. Tip: Adobe Acrobat Reader is required to open the invoice. To download Adobe Monthly Billing Activity This table displays the number of seats added or terminated during the month and the associated changes in non-recurring charges (NRC) and MRC (monthly recurring charges). Tip: If you did not experience any changes to your account in the current billing cycle, you will not see any data in this table. 4.1 Billing History This page shows both your invoice history and payment history for the past 10 months. Page 7 of 10

8 Invoice History This portlet displays the Invoice No, Invoice Date, and Invoice Amount for each invoice. You can also open the PDF version of each invoice by clicking on the Adobe Acrobat Reader icon. Tip: Adobe Acrobat Reader is required to open the invoice. To download Adobe Payment History This table displays the Invoice Date, Payment Date, Payment Amount and Credits for each invoicing period. 4.2 Billing Guide This guide will help you interpret your invoice from Cypress Communications. You can save or print the guide for easy viewing. 5. Support Tip: Adobe Acrobat Reader is required to open the invoice. To download Adobe The Support center on Cypress Connexion is available to all users, regardless of role. This is where you can search for information about Cypress products and services, as well as submit requests or questions directly to Customer Support. Support Ticket Entry You can enter a Support Ticket online by selecting the appropriate Type and Subtype, and clicking the Go button. You will be directed to the next screen where, if applicable, some troubleshooting articles will be displayed. If the troubleshooting tips are able to help you resolve your issue, you can cancel your ticket submission. If the troubleshooting tips do not resolve your issue, you can continue submitting the ticket by completing the required form. Click the Submit button to complete the process. The Support Ticket number will be immediately displayed and the Open Support Tickets Summary table will be updated to include the new ticket. AskCypress Knowledgebase To search the Cypress knowledgebase, simply enter one, or a few keywords and click Go. Tip: To expedite your search, simplify your search criteria by using only one, or a few, keywords. Limit the use of special characters, such as?. Using the plus (+) sign between keywords is acceptable. Open Support Tickets Summary This table shows all open Support Tickets on your account. The total number of open tickets is noted at the top of the table; however, your view is limited to 5 items per page. The navigation bar at the bottom of the table allows you to move from page to page to view all open tickets. To view the details of a particular Support Ticket, simply click on the desired line item. This will open a new page containing the details of that Support Ticket. To return to the summary table, click on the Back to Summary link in the upper right-hand corner of the screen. Closed Support Tickets Summary Page 8 of 10

9 This table shows Support Tickets closed on the account in the past 30 days. The total number of tickets is noted at the top of the table; however, your view is limited to 5 items per page. The navigation bar at the bottom of the table allows you to move from page to page to view the closed tickets. To view the details of a particular Support Ticket, you can simply click on the desired line item. This will open a new page containing the details of that Support Ticket. To return to the summary table, click on the Back to Summary link in the upper right-hand corner of the screen. Support Ticket Search To search for a specific ticket or type of ticket, click on the Advanced Search link from either the Open Support Ticket or Closed Support Ticket summary tables. You can search using any, or all of, the following criteria: Status: All, In Progress or Closed Order No: 5-digit Support Ticket ID First Name: User s first name Last Name: User s last name Date Range: enter the desired starting and ending dates If your search does not yield any results, try searching using fewer criteria. 5.1 Resource Center Find valuable resources and downloads in the Cypress Resource Center, including full user guides and quick reference guides. Clicking on any of the links will open a new window containing a PDF document which can be saved or printed. Tip: Adobe Acrobat Reader is required to open the invoice. To download Adobe 5.2 Knowledgebase You can search the AskCypress Knowledgebase from the Support main page, from within the main toolbar, or by clicking on this link. Enter your keyword(s) and click the Go button. The results of your search will be displayed here. To view an article, click on the article s title. The article will populate below the search results. 5.3 Cypress Rewards Each time you refer a customer and they purchase a Cypress Communications Voice Services solution, you'll receive credit for as much as $500 per sale. Find out more information about the program and follow the link to complete the lead submission form. 5.4 Contact Us Clicking on the Contact Us link displays contact information for Cypress Customer Support. Tip: The quickest way to contact support is to submit your question or issue via a Support Ticket online. No need to pick up a phone or wait on hold. Simply provide the details of your request in a Support Ticket Entry form and a Customer Support representative will contact you. Page 9 of 10

10 6. Still Need Help? If you are experiencing trouble with Cypress Connexion, please send an to Page 10 of 10