Message Centre User Guide. March, 2012

Transcription

1 Message Centre User Guide March, 2012

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3 Table of Contents Part 1 TLC Employee Experience Search & File Upload... 5 SEARCH & SEARCH RESULTS NOTES... 8 File Upload Instructions by Section # 1 Sender Information # 2 Requestor Information (TLC user) and content # 3 Document Information DOCUMENT INFORMATION NOTES Part 2 TLC Customer Experience Notification & File Download Appendix - How to Compress a File or Folder Using WinZip for Upload... 18

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5 Part 1 TLC Employee Experience Search & File Upload 1) Go to 2) Proceed to Message Centre in the Featured Tools section on the right hand side of the site. Message Centre v.2 User Guide Page 5 of 18 March, 2012

6 Alternatively, you can locate the Message Centre from the My Business tab on the home page. From either the Featured Tools menu (previous page) or the My Business drop down menu (above), you ll arrive at the Message Centre. 3) Click on File Upload to begin creating a message. NOTE: The Message Centre is designed for sending files (attachments) to Advisors and/or Distributors. Messages containing only text in the body of the message are not permitted. To successfully send a message, you must attach a file and provide a description of it for the recipient. The Message Centre front end (for uploading messages) and back end (for downloading messages) are both accessed from The Message Centre. Message Centre v.2 User Guide Page 6 of 18 March, 2012

7 4) You ll arrive at the File Upload - Search page. Search for an individual by First or Last Name, Distributor or Advisor code or Address. In this example, the search is for an advisor with the address mcstaff@test.com. His name is tedst gengdemost. Message Centre v.2 User Guide Page 7 of 18 March, 2012

8 5) Once you have identified the correct person to whom you wish to send a file (tedst gengdemost, in this case), click on File Upload to begin the process. SEARCH & SEARCH RESULTS NOTES You can search by only 1 number, 1 letter or a partial address. Only individuals in the TLC database will appear in the results. Files can not be uploaded to an inactive user. You can sort the search results by clicking on any column header in the results table e.g.) click on Distributor Code and you will change the order from ascending to descending and view results from the highest number to the lowest. Details for uploading a file appear on the following pages. Message Centre v.2 User Guide Page 8 of 18 March, 2012

9 6) You ll arrive at the File Upload page. Upload a file by completing all the required fields. Details for each section (Sender Information, Requestor Information and Document Information) appear on the following pages. # 1 # 2 # 3 Message Centre v.2 User Guide Page 9 of 18 March, 2012

10 File Upload Instructions by Section # 1 Sender Information # 1 This is YOUR information i.e.) info about the employee who is uploading the file to the Message Centre. Select the name for signature: The default will be your name (as taken from the database). This name will appear in the bottom section of the recipient s Message Centre notification . This name will likely be an individual and can also be a department e.g.) Life Operations, Life Call Centre. will be sent from: This address is yours your address at TLC e.g.) firstname.lastname@transamerica.ca. Additional addresses can also be added to the dropdown (if the sender has a different address. and wishes to use it also, it can be added to the database) e.g.) correspondence@transamerica.ca. Include telephone number in signature: If you select this option, a box will appear for you to input the phone number you would like in the . Customize subject line: Provide a tailored, personal subject header as relevant to the attachment/file you are sending to the recipient e.g.) Illustration as requested from Transamerica Life Canada. If you do not choose to customize, the Subject will read: Your Transamerica file is available for download. Add more cc: Use this to add other names you would like to copy in the notification. e.g.) yourself, your manager, a colleague or another Advisor who may want to know that you sent the . If you select this option, additional boxes will appear for you to include address to which you wish the notice to be sent (not the attachment). Up to 5 additional individuals (or addresses) can be copied. The registered user to whom you upload a message for will see the individual names that you cc. Message Centre v.2 User Guide Page 10 of 18 March, 2012

11 # 2 Requestor Information (TLC user) and content # 2 The following Requestor Information fields will be auto-populated with the recipient s information as it appears in the TLC database (and in the user s profile): First Name Last Name Distributor / Advisor Code Distributor / Advisor Name Address Language (this is the language preference that the individual identified in his/her profile) If the intended recipient is not a registered website user: Check this box if you want to send this notification to an individual who is not in the TLC database e.g.) a business partner, another financial institution, a legal partner etc. who the recipient wants to notify that information has been sent/received. When you check this box, additional fields will appear for you to complete: o First Name/Last Name o Address o Language This individual will receive notification but will not see the link to the TLC Message Centre to retrieve the attachment. Comments: Customized comments can be added here to provide the other recipient with context about the message. Comments will appear as the first lines in the body of the registered user s (and other also). There is no maximum character limitation in the comments box. Message Centre v.2 User Guide Page 11 of 18 March, 2012

12 # 3 Document Information # 3 7) Simply browse for the file on your computer and add a file. You will also need to provide a File Description, with a maximum of 300 characters. In this example, the file is How to WinZip a File - Instructions. Individual or multiple files can be uploaded. A total of 5 files can be uploaded to a maximum of 10MB. If any one single file is larger than 1MB, it must be zipped prior to attaching to reduce its delivery size. See the Appendix for instructions on using WinZip to compress your files (reduce size for attaching). DOCUMENT INFORMATION NOTES File names can not contain periods within the main title; the system will not recognize this file format and reject the file, resulting in an error; the Message Centre download page will show incorrect file type e.g.) Illustration v.2 draft.doc would not be accepted; it would have to be named Illustration v2 draft.doc when the file is saved. If any details are missing or instructions not followed exactly, an error message will appear and the attachment will be lost. You will have to browse again for the attachment and complete the section details again. The recipient will see not only your description but also your file name when he/she downloads the file. 8) When you have attached all files successfully, click on the Upload Now button. Message Centre v.2 User Guide Page 12 of 18 March, 2012

13 9) When the upload is complete, the user will receive a File Upload - Confirmation. This confirms that the document has been uploaded successfully for the individual it was intended. In this case, it was sent to tedst gengdemost as intended. The notification will also be sent to your address. From the File Upload Confirmation page, users can do the following: Return to the Search page return to Search to submit another request Or View File Status (see image below) o View files that are Available or have been downloaded by the recipient o View files that have expired will expire in 5 weeks if not downloaded o Delete a file, perhaps one you may have sent in error to a recipient before he/she downloads it You have now successfully uploaded a document or documents to the Message Centre! Message Centre v.2 User Guide Page 13 of 18 March, 2012

14 Part 2 TLC Customer Experience Notification & File Download 1) Notification a) Sample Notification to Registered User The recipient (our customer) will receive an indicating that there is a message for him/her in the Message Centre. The will be in the user s preferred language in his/her profile. The employee who completes the file upload will also receive a copy of the sent to the registered user, as will any who are copied during the upload. This gives the employee confidence that the message has indeed been uploaded and a reason to check in with the customer (advisor or distributor) to confirm receipt. English French Message Centre v.2 User Guide Page 14 of 18 March, 2012

15 b) Sample Notification to Another Address If the intended recipient is not a registered TLC website user, he/she will receive the following English French Message Centre v.2 User Guide Page 15 of 18 March, 2012

16 2) The Advisor/Distributor Experience file download via EZ login To explore the Advisor experience, further and see his/her Message Centre, use the EZ login method: i) Proceed to the following URL: ii) Login with the test and password for the user named above and proceed to the Message Centre. User name: Password: Message Centre v.2 User Guide Page 16 of 18 March, 2012

17 iii) Proceed to the Message Centre from the home page under Featured Tools to retrieve the message as the recipient would do. iv) On arrival to the Message Centre, the recipient (a registered TLC website user) will see the File Download page and the file(s) you sent. The file will appear and can be downloaded by the user. In this case, How to WinZip a File Files that have been downloaded will appear in light blue font. Files that have not been downloaded will appear in bold blue font. Message Centre v.2 User Guide Page 17 of 18 March, 2012

18 Appendix - How to Compress a File or Folder Using WinZip for Upload Files in excess of 1MB (1,000KB) must be compressed before uploading to the Message Centre. This is to accommodate those users with slower download speeds or bandwidth limitations. i) Locate the file or folder to be compressed. When compressing multiple files, copy them all into a folder and compress the folder. ii) Right-click on the file or folder, and from the resulting menu select the WinZip option. iii) Select Add to Zip file iv) The Add window will appear with the selected file or folder already indicated in Adding file: field. v) If you wish to change the name or location of the compressed file, click the New button and choose your file name and destination folder. vi) Click the Add button and your file will be compressed and added to the WinZip file. NOTE: By default, WinZip will create the new Zip file in the same location as the original file, with the same file name (except with the.zip file type). vii) Your zip file is now ready for sending via the Message Centre. Message Centre v.2 User Guide Page 18 of 18 March, 2012