General Overview Portal Administration
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1 COMSCENTRE ONE TOUCH CONTROL General Overview Portal Administration Version 2.0 Date: September 2014
2 TABLE OF CONTENTS 1 General Prerequisites Logging into the OTC Accounts Account Management Reports Accounts Portal Call Accounting Site Details Self Service Help Desk Speed Dials Phone Extensions Contacts Update VPN Access Admin URL Filters Site Details Online Support Help Desk Changes Site Details Order Install Status Order Status Detail Site Details Online Store Online Quotations Site Details Network Management System...---
3 GENERAL This guide will walk you through the different sections available on the One Touch Control/Customer Portal. PREREQUISITES 1. A One Touch Portal user account (To obtain please contact your account manager or support@comscentre.com) 2. A computer with access to the internet with one of the following web browsers a. Internet Explorer (version and greater) b. Apple Safari (version and greater) c. Firefox LOGGING INTO OTC 1. In your web browser, go to 2. Under About > Support, select Customer Logins
4 3. Enter your Username and Password that you have received via once access has been granted. Then Login 4. You have now successfully logged into One Touch Control (OTC) ACCOUNTS ACCOUNT MANAGEMENT REPORTS 1. From Account Mgmt Reports, a list of monthly reports will be displayed.
5 2. Under Action, select the hyperlink View PDF next to the month you wish to view the reports of. You can either Save or Open the file. 3. In the document, the following reports are generated and compiled to one file: A. Sites B. Ticket Summary C. Ticket Breakdown D. Incident Details E. Change Requests Details F. Portal Ticket Details G. Information Ticket Details H. Ticket Statistics I. Equipment and Services J. Network Graphs a. Sites: Displays the site name, code, type, address and status of each office
6 b. Ticket Summary: Displays a graph of the number of tickets (per priority) for the last 12 months. All sites included c. Ticket Breakdown: This will display a pie chart of the tickets breakdown of the below severities (note: not all severities are included thus results may be less than the Ticket Summary graph) d. Incident Details: Displays the main details of incident tickets logged per site, from time logged, priority to ticket number, title, etc.
7 e. Change Requests Details: Displays the main details of change request tickets logged per site, from time logged, priority to ticket number, title, etc.
8 f. Portal Ticket Details: Displays the main details of portal tickets logged per site, from time logged, priority to ticket number, title, etc. g. Information Ticket Details: Displays the main details of information tickets logged per site, from time logged, priority to ticket number, title, etc. h. Ticket Statistics: Displays a table that breaks down the number of tickets into each office i. Equipment and Services: Displays information on devices per site (including type, nms code, serial #, uptime, etc)
9 j. Network Graphs: Displays graphs of utilization trends for the last 6 months and current month
10
11 ACCOUNTS PORTAL 1. Once you ve selected Accounts Portal, you will be prompted to enter your Account No. and Password. For first time users, please select the link First Time User? If you already have an account, proceed to Login a. First Time User A new window/tab will be prompted and you will need to enter your Account Number and a bill/invoice number from the previous 3 months 2. After logging in, a new window will open asking to enter the login details again.
12 3. Once logged in, the page will display your Account Details and Current Bill. You can go through the different tabs on the left-hand side to view a list of all services, change password or address, view current or previous bills, etc.
13 CALL ACCOUNTING This page will display a list of invoices which can be downloaded in MS Excel or PDF. Simply click on the hyperlink of the invoice you wish to download and the type of file you want. SITE DETAILS This page will simply display the names of the offices that are under your account (Head office and branches) SELF SERVICE HELP DESK 1. You will be able to view the status of any ticket logged under your account and the contact person of that ticket. The page will automatically display a month s list of tickets (per site) along with a search engine on top.
14 2. You have the basic search (above) where can search for a ticket using the title search (even a single word from the title) of the ticket number itself. You can also narrow down the search by choosing which site the ticket you re searching is for. 3. You also have the advanced search where you can select a time frame and status (Not closed or All) and the tickets will display.
15 SPEED DIALS NOTE: Before using this feature, please check first with Support if your system is compatible or already set up. If it hasn t been configured yet, charges may apply to get this set up per your contracted rates. The speed dials feature of OTC will appear as a categorized directory list on your phones (similar to a phone book on a mobile phone). This feature on the portal allows you to create an online directory while the phone system extracts the file and uploads it to the phones. 1. You will need to fill in the sections (Category, name and number) in order to add a new entry to your existing list 2. Once you ve added all the users, select Commit Changes to save. OTC will then generate a file for the voice gateway to retrieve and upload to the phone system. 3. To view the list, select the Directories button on your Cisco IP phone then scroll down to Local Speed Dial. 4. You can either browse or search for the entry. 5. Selecting Search will display the different categories you had set up earlier for the entries. (example: Vendor, Staff DID, Staff Mobile, Supplier, etc) 6. Select a category then the list of entries under that category will show up. PHONE EXTENSIONS For Call Manager Express customers, click here. For Cisco Unified Call Manager/Cisco Unified Comm Manager customers, click here.
16 CONTACTS UPDATE This page will display a list contacts per site in which you can update them or add new contacts a. Add Contact - fill in the fields of the pop up window b. Edit edit the fields you wish to change
17 c. Delete click OK if you are certain you wish to delete the contact. VPN ACCESS ADMIN URL FILTERS ONLINE SUPPORT CHANGES ORDER INSTALL STATUS ORDER STATUS DETAIL You will be able to view the status installation tickets and completion status.
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