Telepresence VNOC portal user guide

Transcription

1 Telepresence VNOC portal user guide 1

2 Table of Contents 1 Tata Communications VNOC overview Setting up an account / account profile and functionalities Setting up an account Logging into the portal Setting up Payment details: Adding a Credit Card to an account Setting up a prepaid account 2.4 Login landing page My Dashboard Agent/Host scheduling Scheduling a conference Viewing Room Calendar Scheduling a New Conference Scheduling a Conference including Public Rooms and your Private Rooms Note: Dial-in vs. Dial-out conferences Scheduling a Conference including a third party company B2B or IXC Note: Other configurations - Interoperatibility - Audio add-in 4 Conference updates Scheduling a dedicated conference technician Role of the dedicated technician Joining separate conference IDs to one conference Changing or cancelling a scheduled conference Extending conferences Support Reservations support contact and escalation list Technical Support accessing ticket system, contact and escalation list Telepresence VNOC portal user guide 22

3 5.3 Customer service - contact and escalation list Locating Tata Communications business development/sales offices contacts contact list by country Tata Communication Reservation Portal FAQs Telepresence VNOC portal user guide 33

4 1 Tata Communications VNOC overview Our goal is to provide you with outstanding service and support and to ensure that you are equipped with everything you need to make your Telepresence experience simple and successful. The VNOC (Video Network Operations Center) is Tata Communications Telepresence Help Desk. You can contact the VNOC staff for all requests via phone, fax, , web portal, or video concierge service. The VNOC handles: o o o o Reservations The reservation team schedules and manages high-tech rooms, and is also responsible for Room Conflict Management, site certification scheduling, and customer confirmations. To contact our reservation team, please scheduling@vnocservice.com or call (option 2) Customer Service A VNOC customer service representative is available to answer questions related to the VNOC service, provide account information, aid in submitting credit requests, or direct a call to the appropriate representative. To contact our support team, please scheduling@vnocservice.com or call Help Desk Support Our VNOC help desk provides Level-2 technical support for all active calls during a Telepresence meeting. When required, they will coordinate with hardware vendors and integrators to repair or replace any component parts or resolve room integration issues. The Help Desk also has responsibilities for coordinating software updates, ticket escalation and closure, preventative maintenance, and network monitoring. This team can be contacted via phone, , or via the online portal To contact the support desk, please nocstaff@vnocservice.com or call (option 3) Reporting and Training Our reporting provides key metrics on a monthly basis to identify areas of success, as well as areas in need of improvement, regarding each Telepresence room, associated network, and support levels. Some of the statistics provided include: Network and room service levels and availability, number of conferences held, technical issues, along with a root cause analysis and corrective action plan where applicable. We believe that the successful use and adoption of video communication requires ease of use, which comes from knowing how best to use the system. We will also Host training sessions and provide periodic training updates as requested. Telepresence VNOC portal user guide 44

5 2 Setting up an account / account profile and functionalities 2.1 Setting up an account Check with your organization s Telepresence portal Administrator before setting up a new account online. Your company may already be registered. Select the Sign Up link at the bottom of the page Note: For an individual logging in, retype your full name and organization name. Telepresence VNOC portal user guide 55

6 55 Upon clicking Sign Up, you will be asked to go directly to the account. 2.2 Logging into the portal To access the portal, go to the following address: At the login screen, enter your user name ( address) and password. New user When a new user is created in the database by the VNOC or on the portal by an account admin, the default password is now Passw0rd (with a zero). New users will be prompted to change their password when they log into the portal for the first time. Strong passwords on Tata Communications portal Strong passwords are used by the portal for users safety. Passwords must be based on the following characteristics or the portal will return an error if something other than this is input. Passwords must conform to these rules: Minimum length is six characters Must contain at least one upper case letter Telepresence VNOC portal user guide 66

7 Must contain at least one lowercase letter Must contain at least one digit Cannot be the same as your previous password Existing users Existing users that log on to the portal will be prompted to change their password if their existing one does not conform to the new rules. Passwords will expire every three months. Users will be prompted to change their password upon expiration. Resetting passwords Users will also be able to use the forgot your password? functionality on the portal if they do not recall their password. Users will be prompted to submit the address that the account is under. This will a link that takes the user to a page to enter a new password. Telepresence VNOC portal user guide 77

8 The VNOC can also reset a user password back to the default in the database. With this type of reset, the user will be able to keep the default password for the next three months until it expires. User Profile Passwords can also be changed by the user in their User Profile accessible from the link at the top of each page. In addition, users can pick the time zone that they are in and that will be used by the Scheduling Wizard as the default. The Concierge Service refers to allowing conference connections. Leave this setting to Yes. Dial-in service refers to the ability of a user to set a conference to Dial-in, meaning all sites dial into the MCU instead of the VNOC dialling out to the sites from the MCU. The Yes/No authorization is determined by the enterprise administrator. If you feel that the incorrect privilege has been assigned to you, please contact your administrator. Note: Dial-in conferences require that the Host (scheduler) have a Host Code. Once assigned, a user can find their code in the Profile. For a Dial-In call, the Host will use this code and all of the other participants will use the code set out in the confirmation Setting up Payment details: Payment through the portal can be made with a credit card or with a prepaid account Adding a credit card to an account Under My Wallet, on the Dashboard page, determine if there are any credit cards on file for this account by looking under the title Credit Cards. If no credit card is on file, it will read: You have no credit cards connected to your account. To add a credit card, select the Click here link under the Credit Cards section. Telepresence VNOC portal user guide 88

9 Complete the information. (All fields with a * are mandatory.) If you are not sure what the CVC/CID code is, click on the CVC/CID Code link. The following window will open on the screen. Click OK to close the window. Telepresence VNOC portal user guide 99

10 Click Add Credit Card when complete. Upon successfully adding a credit card to an account, you will see the following screen: 58 If there was an error while adding a credit card, you will receive an error message in red at the bottom indicating what was missing or incorrect. Correct the issue and click Add Credit Card. The credit card you just added will now be listed under the My Dashboard section of the portal under: My Wallet, Credit Cards. 58 If you already have a credit card on file, but would like to use a different card to schedule a call, under My Wallet select the Manage link within the Credit Card section. You ll be presented with the My Credit Cards screen (shown below). Select Add Credit Card and proceed to enter the credit card data (as shown in step 4). Telepresence VNOC portal user guide 1010

11 Editing a credit card on an account Upon identification of the card in My Wallet, proceed to click the Manage link. Click the Edit link. 61 Proceed to edit the necessary information. Click Save Changes when finished, then click OK. Telepresence VNOC portal user guide 1111

12 Deleting a credit card on an account Upon identification of the card in My Wallet, proceed to click the Manage link under: My Wallet, Credit Cards. Select the Delete button next to the card that you wish to remove. 62 Telepresence VNOC portal user guide 1212

13 Before deleting the card, confirm you have selected the correct card to be deleted. Select the Confirm button once verified. 63 Upon successful deletion, you will be presented with the confirmation screen below. Select OK. Telepresence VNOC portal user guide 1313

14 Payment with a prepaid account You can contact the VNOC at Login landing page My Dashboard Once you login to the portal, you will be directed to your Dashboard. From this page, you will be able to see any of your scheduled conferences with quick access to Change or Cancel each conference. You will also be able to see your Wallet with any of the prepaid accounts you have been assigned access to for scheduling Public Rooms. You also have the option to add a credit card to your account for this purpose also. You will also be able to do a Quick Access of the calendar for any of your enterprise rooms as well as the Public Rooms. From the country drop-down, you can select a specific country and then click on the specific room you are looking for. An option is given to see the room s calendar or quickly launch the Scheduling Wizard with that specific room already in the conference. As with all the pages in the portal, the VNOC contact information is at the top of the page for quick reference. Telepresence VNOC portal user guide 1414

15 2.5 Agent/Host scheduling The Agent/Host capability in the portal allows a group of schedulers to make the bookings for an entire organization. Unique Host Codes are required for Dial-in conferences so this functionality allocates the Agents a pool of Host Codes which will be assigned for Dial-in conferences. This capability is set up by the enterprise Administrator and the VNOC. Consult your administrator if you need access to this functionality. To schedule conferences, an Agent will log into the portal in the normal manner, using their Agent credentials. The Agent will schedule conferences in the normal manner, going through the scheduling wizard as described above. At the information page, the Agent can enter the information for the actual conference requestor in the Host fields. At the confirmation page, the schedule wizard will show the Agent the Host Code in addition to various other information. This information will also be ed to the Agent. Telepresence VNOC portal user guide 1515

16 If the actual conference requestor information was entered in step 3, confirmation will be sent to that person but will NOT contain the conference Host Code. The Agent will need to transmit the Host Code to the conference Host in accordance with standard operating procedures. Telepresence VNOC portal user guide 1616

17 3 Scheduling a conference 3.1 Viewing Room Calendar You can check room availability without logging-in using the room calendar If you would like to determine the availability of Public Rooms without having to log into the portal, go to the log-in page of the portal at Click on the Check Now button under Check Room Availability and Rates. 32 Enter the appropriate date and time information for your specific meeting search. Find the room(s) you want the information for and click Add. Scroll down if you do not see the rooms you are looking for. 3.2 Scheduling a New Conference Select Book Conference Rooms, then select Create a New Conference. Telepresence VNOC portal user guide 1717

18 Name your conference in the title field, select pretest duration, the date, start time, end time, recurrence, and time zone. Please choose your own time zone when scheduling. Note: Leave Conference Type at the default VNOC Launch For recurring meetings, the title, start date, end date and time will be entered for the first conference in the series. When the Set Recurrence button is set to Yes, a date is added to the Until field which is the date that the series will go up to, but not past. Note: The recurring meetings feature is not supported in Public Rooms. Therefore, each meeting must be scheduled separately. Cancellation penalties will be applied for no-shows and if meeting cancellations happen Telepresence VNOC portal user guide 1818

19 within 48 hours of conference start times. For further questions, contact the Tata Communications account manager or the VNOC. The pre-test allows the VNOC to have time to connect all the sites and have the conference ready at the start time. The default and recommended duration is 15 minutes, but you can select a shorter or longer time frame Scheduling a Conference including Public Rooms and your Private Rooms Choose the sites you wish to have in your reservation by adding a check next to each room name you wish to include. For Private Rooms customers - To include a private room in your reservation select the Private Room tab and check the boxes for the Private Rooms you would like to add. For Public Rooms - To include a public room in your reservation, select the Public Room tab and check the boxes for the Public Rooms you would like to add. These rooms are billed hourly. The currency and rate are located in the far right column of the selection menu. Telepresence VNOC portal user guide 1919

20 NOTE: If the room you are looking to reserve is not on the list, please contact the VNOC. Select Close and Update, then you will see the screen (shown below) which confirms which sites will be in the conference. The color yellow indicates the required test time. Blue indicates the room is busy. The system will not let you add certain sites if they were already scheduled for a conference. (You would have received an error message indicating the room is booked for that time slot.) If your room is busy at the requested time, select a new time from the drop-down menu. Click Next after selecting your rooms. FREE BUSY Telepresence VNOC portal user guide 2020

21 If you accidentally select a room, click the Remove Rooms button before selecting next. Check the boxes next to the rooms you would like to remove and then press the Remove button. See screen below. Review the room information and edit any field that applies to your conference. When finished, click Next at the bottom of the screen. Telepresence VNOC portal user guide 2121

22 Complete the Schedule Wizard Information. Enter the Host name, Host , cc s or any additional comments. Note: the Host and cc list will be sent the meeting confirmation and will be informed of any change / problem with the reservation. Select if the conference will be a Dial-in or Dial Out conference. Note: Dial-In versus Dial-Out Dial-In is when you join a conference by dialling an access number and a have a PIN that has been provided in the booking confirmation . Dial-Out is when the VNOC launches a call remotely on your behalf. Note these important restrictions: Select Dial-out if you are scheduling a meeting between: o Only Public Rooms o Public Rooms and Tata managed Private Rooms o Only Tata managed Private Rooms Select Dial-in if you re scheduling meetings including: o Rooms on GMX and Other Exchange Networks (OBS, Verizon, Telefonica) o Rooms on Other Exchange Networks AND Public Rooms.* *Note that in this specific case, participants in Public Rooms will not be required to dial in. Telepresence VNOC portal user guide 2222

23 Important: If you select Dial-In but do not have a Host PIN assigned to you, you will receive the following message: Check if you would like to include an audio phone and submit. Payment - Public Room Scheduling a conference with a credit card is done in the same manner as all other conference up to section 5 Billing Information (see illustration below). If the credit card you wish to use appears below select the card as shown in the screen below and click Next. Continue to step 6 below. Telepresence VNOC portal user guide 2323

24 67 If you wish to use a new card, select Click To Pay With New Credit Card link in the blue bar. Enter the information listed below. Once all information is entered, select Next. Before selecting Place Order, review the conference details shown in the green box. Note the refund policy of five business days if the meeting is to be cancelled. Select Place Order. Telepresence VNOC portal user guide 2424

25 68 Note: you can also check room availability without logging in Scheduling a Conference including a third party company B2B or IXC conference If rooms from a different company also need to be scheduled, select the Add/Remove External Parties tab: You will then see two tabs: Telepresence VNOC portal user guide 2525

26 Tata Global Meeting Exchange (GMX standard B2B meeting) Click on Tata Global Meeting Exchange to add room(s) from another company in Tata s GMX network. Select the company from the drop down list. If the company is not listed, contact VNOC to have it added. Select the number of rooms needed. Select Close and Update. You can then select Dial-In or Dial-Out - just remember that you will not need to dial-in from any public room. Proceed to complete your booking and you will receive an confirmation along with Conference ID and, if it s a dial-in call, the dial-in number and Participant PIN. CRITICAL STEP your GMX Meeting reservation is NOT COMPLETE until you send your meeting confirmation info to your colleague at the other company. They will then need to complete the booking by reserving their endpoints(s) and contacting the reservationist and providing the Conference ID. Other Exchange Networks (InterExchange IXC meeting) Click on Other Exchange Networks" to add room(s) from another company NOT in Tata s GMX network. Telepresence VNOC portal user guide 2626

27 Follow the instructions carefully, ensuring you select either yourself or the other Exchange s company as meeting Host. If one or more Tata Public Rooms is participating in an InterExchange meeting, you will automatically be selected as Host. This will ensure the VNOC can directly support and manage the Public Room during this conference. If you ve selected yourself as Host: Be sure to fill in the name of the company on the other Exchange, and select the Exchange Provider name from the dropdown list. Complete the booking process and you will receive an confirmation, including Conference ID, dial-in number and PIN. CRITICAL STEP your InterExchange Meeting reservation is NOT COMPLETE until you send your meeting confirmation info to your colleague at the other Exchange. They will need to complete the booking by reserving their endpoint(s) and calling the GMX reservationists to provide the Conference ID. If you ve selected the other company as Host Your colleague at the other company should have already booked the meeting with their Exchange, and sent you the Conference ID and PIN. Fill in this info in the text boxes here: Telepresence VNOC portal user guide 2727

28 Then complete the booking process and look for your confirmation. Important note: If rooms on other Exchange Networks have not been properly configured, they will not connect with rooms on the Tata GMX Exchange. If your contact at the other Exchange is not sure, they can go to their room and try dialling in to the Tata Communications GMX bridge at If the message they hear prompts them to provide a passcode, this confirms their network is properly configured and you can proceed with your reservation. If no such prompt is heard, they should contact their support organization and request the change. They can also contact their Exchange Provider for additional support. Other configurations Interoperability If you select a room that has a non-cisco system, this is called Interop. Complete list of compatible equipment available in appendix- For more information and certification process, please contact the VNOC. For this scenario, you will not have the ability to schedule an Inter-Carrier conference. The option will not be available to you. The only option available to you under the Add/Remove External Parties tab is the B2B option of adding another party within the Tata Communications network. Note: Dial-in option is not available for Interop conferences. Telepresence VNOC portal user guide 2828

29 If a room you choose operates at a low bandwidth rate known as Extended Reach, it will reduce the entire conference to that video quality. A pop-up will indicate that a site you have chosen is an Extended Reach site. Click OK to accept this. If a conference includes H.323/H.320 sites, then it automatically becomes a Dial-in call and a Pin Code from the scheduler is requested. If you do not know the Pin Code, see your administrator. The Scheduling Wizard also displays the available screen layouts for the H.323/H.320 sites. Pick the most appropriate one for the conference. If you would like to change the screen layout during the conference, contact the conference producer at the VNOC. If a site is chosen in the Lecture Site drop-down menu, all other sites show that site on-screen, and the view does not switch even if the other sites speak. The Lecture Site gets to see all other locations in screen layout chosen in the previous step. This viewing option is unique in that it provides the presenter with a captive audience (all eyes on them), while still getting a view into the other rooms. The presenter is able to receive great nonverbal feedback, which is the benefit of video conferencing. This option is great for presentations, trainings and other lectures. The Audio Add-In functionality is only relevant to Public Room Only calls. Managed sites and B2B calls get this option as part of the overall service. Telepresence VNOC portal user guide 2929

30 Please review and confirm the conference details, then select Finish at the bottom. To make changes, select the Previous button at the bottom of the page (and NOT the back arrow of your browser or you will lose your data). Public Rooms will display the charges in both the currency of the room and U.S. Currency (as shown below). Sample of Confirmation Telepresence VNOC portal user guide 3030

31 4 Conference updates 4.1 Scheduling a dedicated conference technician For some conferences, a user may want a dedicated technician assigned to provide a higher level of attention to your meeting. Role of the dedicated technician A dedicated technician will perform several tasks to support your meeting and help ensure the success of your conference. Prior to the call: For Dial Out and Interop calls, the technician will verify the booking against the bridge settings to ensure all configurations are accurate At call launch: For Dial Out and Interop calls, the technician will launch the call out to all endpoints and connect them to the bridge. During the call: The technician will remain on an Audio Tech Line for the duration of the conference to be available at any time for questions or issues that arise. For Dial Out and Interop calls, the technician will monitor the site connections to the bridge and react to any call drops or issues right away. For Dial-In calls that are Hosted on a Tata Communications Bridge, users can connect into the tech line to get a status of the sites that are dialled into the bridge. The technician can also assist in verifying the Dial-In Number, Host Code and Participant PIN for Tata Communications Bridge calls. The technician will not be able to provide these services for Dial-In calls Hosted on other carrier network. To Schedule a dedicated technician Follow these steps to schedule a dedicated technician for your call. Use the steps above to book your reservation via the portal and get a Conference ID for the meeting. Call the VNOC, reference the Conference ID and request to have a dedicated technician added to your meeting. The request must be made at least 24 hours before the scheduled meeting. The VNOC will create an additional reservation ID for the Audio Tech Line. This reservation will have its own Conference ID that will be linked to the Video Conference ID. Telepresence VNOC portal user guide 3131

32 The VNOC will send the Requester and Host of the meeting an with the Audio Tech Line information (number and passcode). You can then dial that audio number during your meeting to be linked directly to your technician. The Dedicated Monitor Audio Tech Line number can t be dialled from the IP phone in the Telepresence room. The Host or Requestor will have to use another phone or a mobile phone to dial the number. The VNOC assumes that anyone calling into the Audio Tech Line has authority to request status and make changes to the meeting. We recommend only sharing this information with an authorised group. 4.2 Joining separate conference IDs to one conference The Host of the meeting must call the VNOC with all corresponding Conference IDs. The VNOC will join all sites together for the customer. 4.3 Changing or cancelling a scheduled conference There are two methods to change or cancel a conference. a) Login to the portal and from the dashboard, pick the conference to change or delete. Click Edit to change or Cancel to delete the conference. If you select Cancel, you will be asked to confirm that you do want to cancel the conference. You will also be given a reminder if the conference is within 48hours of the start time that no refunds will be provided. This is of particular interest if there is a Paid Public Room in the conference. Telepresence VNOC portal user guide 3232

33 If you select Edit, you will be placed back in the Scheduling Wizard where you can make almost any change with the exception of turning the conference into a Recurring Conference. You are also given the option to cancel the conference. Telepresence VNOC portal user guide 3333

34 If the conference is a Recurring Conference, you will be given the option of changing or cancelling the individual instance or the series when in the Editing screen. If you select Cancel, you will only be able to cancel the individual conference selected. b) The other option of changing or cancelling a conference is under Room Reservation by selecting View Conferences. Enter your Conference ID and select Open. To cancel, select the top left option Cancel Conference. Make your changes and select Next to continue through the Scheduling Wizard. Telepresence VNOC portal user guide 3434

35 4.4 Extending conferences To extend a conference, call the VNOC as soon as possible to determine if a conference can be extended. It is not possible to modify a conference from the portal once a conference has begun. Accessing forms and documentation From the main screen of the portal, select Support, and then select Documentation. Note: Documents available can be viewed, printed and saved to your PC. Telepresence VNOC portal user guide 3535

36 5 Support 5.1 Reservations support contact and escalation list Push the Live Help button on your room s phone or contact the VNOC at , or , when dialling from outside the U.S. Provide the VNOC operator with conference details including participating sites, billing codes, audio conference IDs, and additional specifics. Advise the VNOC operator that you would like to schedule a conference or reserve a room. The VNOC operator will verify that your sites are confirmed. Important: If a Room or non-vnoc managed system is required in a conference, the room or system must be certified. The VNOC operator will schedule the reservation. You will receive a confirmation . Escalation List Level Name Title Phone 1 Reservationist Reserva tion ist On Dut y Scheduling@vnoservice.com option 2 2 Frank Malakauskas Bridget O Brien Team Leader fmalakauskas@vnocservice.co m Bobrien@vnocservice.com x x Julie Walesyn Manager, Customer Service jwalesyn@vnocservice.com x Tom Schroeder VP, Operations tschroeder@vnocservice.com x2107 Telepresence VNOC portal user guide 3636

37 5.2 Technical Support accessing ticket system, contact and escalation list To contact online: Go to and enter your username and password. Select Support, then click on Support Case. Select New, then enter the required information related to your issue and click Submit. Severity information, major or minor as it relates to your current environment Partner Case Number put in your case number if you are an Agent for an enterprise. Conference ID Enter the ID if the case relates to a specific conference. Room enter only one room even if more than one was involved. Indicate in the Message section all the rooms that are being affected by the incident. Subject appropriate short description Message a short description of the issue and any relevant facts that the VNOC should know. An will be sent to you with a designated support case number for your issue. A technician will respond to your support case within 15 minutes of your submission. Telepresence VNOC portal user guide 3737

38 To Contact By Phone: Contact the VNOC at , option 3, when dialling from outside the U.S. Be sure to have the following ready: Company name, room serial number, caller contact information, nature of issue. A service rep. will assign a designated support case number to your issue. The technician will work to resolve your support case with you on the phone. If the issue cannot be resolved on the phone, the technician will continue to keep you advised of the status periodically. To get status on an issue or receive additional assistance, please reference your support case number when calling. Escalation List Level Name Title Phone 1 NOC Technician NOC noc@vnocservice.com , option 3 2 Craig Waller Freddi Guerrero Manager,NOC (08:00-20:00 EST) Manager, NOC (20:00-8:00 EST) cwaller@vnocservice.com fguerrero@vnocservice.com , x , x Brian Stamm Director, Service Operations bstamm@vnocservice.com , x Tom Schroeder VP Operations tschroeder@vnocservice.co m , x2107 For International calls: , option 3 U.S. Toll-free: , option 3 Telepresence VNOC portal user guide 3838

39 5.3 Customer service - contact and escalation list For questions regarding credits or general questions, please contact one of the members of our Customer Service Team below: L e v e l Name Title Phone 1 Reservationist Reservationist On Duty Scheduling@vnoservice.com option 2 2 Frank Malakauskas Bridget O Brien Team Leader fmalakauskas@vnocservice.co m Bobrien@vnocservice.com x x Julie Walesyn Manager, Customer Service jwalesyn@vnocservice.com x Tom Schroeder VP, Operations tschroeder@vnocservice.com x2107 For International calls: , option 5 U.S. Toll-free: , option 5 Locating room administrator information From the main screen of the portal, select Book Conference Rooms, then select View All Rooms. Select the Private Room or Public Room tab. Select the calendar icon for the room you would like to view. Under Actions, select Room Administrator Information. Telepresence VNOC portal user guide 3939

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41 6 Locating Tata Communications business development/sales offices contacts contact list by country Corporate Office Tata Communications Limited Plot No C-21 and C-36, G Block Bandra Kurla Complex Mumbai Tel For the most current list of offices, go to: India Tata Communications C-21 and C-36, Bandra Kurla Complex Mumbai Tel Asia Tata Communications International Pte Ltd Tata Communications Exchange 35, Tai Seng Street #06-01 Singapore Tel Fax Hong Kong Tata Communications 2402 Bank of America Tower 12 Harcourt Road Central Hong Kong Tel Fax Canada Tata Communications 1555 Rue Carrie-Derick Montreal, Québec Canada, H3C 6W2 Tel Fax England Tata Communications 1st Floor 20 Old Bailey London, EC4M 7AN, UK Tel Fax Read More France Tata Communications 131 Avenue Charles de Gaulle Neuilly-sur-Seine France Tel Fax Telepresence VNOC portal user guide 4141

42 Read More Australia Tata Communications King Street Wharf Suite 503, 35 Lime Street Sydney NSW 2000, Australia Tel Fax North America Tata Communications 2355 Dulles Corner Blvd. 7th Floor Herndon, VA Tel Fax Tata Communications 90 Matawan Road, 3rd Floor Matawan, NJ 07747, USA Tel Fax Tata Communications 2077 Gateway Place Suite 150 San Jose, CA Tel Fax Spain Tata Communications Avenida de Europa 4, Bajo A Parque Empresarial «La Moraleja» Alcobendas Madrid, Spain Tel Fax Read More Germany Tata Communications Bettinastrasse 30 D Frankfurt am Main Germany Tel Read More Middle East and North Africa UAE Tata Communications Hamdan Street, City Center Building Block A 2nd Floor, Office # 204 P.O. Box Abu Dhabi, United Arab Emirates Tel Fax Telepresence VNOC portal user guide 4242

43 7 Tata Communication Reservation Portal FAQs 1. How can I get help entering my information, or with general questions about booking a room? Answer: Refer to the online user guide for assistance. If additional information is required, please contact the VNOC at (within the U.S.) or at (outside the U.S.). 2. My system froze before my confirmation went through. How do I confirm that my meeting was booked? Answer: If you were able to complete all scheduling information and click finish, your confirmation should be received within 10 minutes. You also have the option to view all scheduled conferences online to verify a booking. If additional information is required, please contact the VNOC at (within the U.S.) or at (outside the U.S.). 3. I was in the process of scheduling my meeting, and my computer froze. How do I continue to book my meeting? Answer: Close your internet browser and try again. If that does not work, or the problem happens again, please contact the VNOC at (within the U.S.) or at (outside the U.S.). 4. The system is down. I cannot enter my password to book a meeting, what should I do? Answer: If the portal is down or you receive an error from the site, please contact the VNOC for assistance by calling (within the U.S.) or at (outside the U.S.). 5. I entered my credit card incorrectly and now the system will not let me try again. What should I do? Answer: The system will not continue with a reservation if the incorrect credit card information is entered three times. Please contact the VNOC for assistance by calling (within the U.S.) or at (outside the U.S.). 6. I inadvertently had the wrong credit card charged. How do I obtain a refund and have the correct card charged? Answer: If prior to 48 hours from the meeting start time, you will be able to revise the credit information on the portal. You may also contact the VNOC by calling (within the U.S.) or at (outside the U.S.) and they will assist you in revising the information. 7. I cancelled a meeting. When should I expect my refund? Answer: If the cancellation was processed more than 48 hours before the start Telepresence VNOC portal user guide 4343

44 time of the meeting, the credit card refund should post to the account with 5-7 business days. If the cancellation was processed within 48 hour of the start time of the meeting, no credit will be given. Please refer to the Public Room Terms and Conditions, posted on the scheduling portal, for further information. 8. I cancelled a meeting less than 30 minutes before it began. When should I expect a credit? Answer: If the cancellation was processed within 48 hours of the start time of the meeting, no credit will be given. Please refer to the Public Room Terms and Conditions, posted on the scheduling portal, for further information. 9. My meeting took less time than originally requested (i.e. more than 30 minutes). Will I get a credit, and if so, when should I expect the credit to post? Answer: No credit is given if a meeting takes less time than scheduled. Please refer to the Public Room Terms and Conditions, posted on the scheduling portal, for further information. 10. A meeting was charged to my credit card but I did not attend the meeting. What do I do if I believe my card was charged fraudulently? Answer: Please contact the VNOC by calling (within the U.S.) or at (outside the U.S.) and they can assist you. 11. I am in Germany but my credit card address is in Kuwait. Where will I get charged? Answer: The scheduling portal will prompt you to select the currency in which you wish to get invoiced. 12. What tax rate will be charged? Answer: The tax rate charged is based on the locations selected for the meeting. Each location has a tax rate allocation table built into the portal. Once the rooms are scheduled, the tax rate per location is determined and is averaged based on the number of rooms scheduled and then charged. 13. I was not satisfied with my Telepresence session. How do I get credit? Answer: Report any issues to the Public Room Manager immediately after the session. The Public Room Manager will initiate a credit request that will be reviewed and processed within 7 to10 business days. Telepresence VNOC portal user guide 4444

45 USEFUL DOCUMENTS TATA Communications cancellation policy for Public Rooms Refer to the Public Room Users Guide Manual TATA Communications Public Room terms and conditions Refer to the Public Room Users Guide Manual TATA Communications acceptable use policy Refer to: TATA Communications privacy policy Refer to: 10 Telepresence VNOC portal user guide 4545