TELENOR MOBILE PBX USER GUIDE

Transcription

1 TELENOR MOBILE PBX USER GUIDE This document has been prepared to guide the end-user (mainly Telenor Corporate Client). Following are three main sections in this document MPBX Features and Functionalities MPBX Usage Guide For End-User MPBX Client s Admin Portal Manual 1) MPBX FEATURES AND FUNCTIONALITIES 1.1 Introduction MPBX is a budget-friendly platform for Mobile operator s Clients (Corporate, SME and SOHO). MPBX contains many features that conventional PBX doesn t offer like it provides mobility to extension users, extensive IVR/Promotional Announcement, Call Recording, voic and extensive reporting. These features helps customers to monitor their workforce performances, reduced unofficial calls by easy segregation of official/unofficial calls, improve quality and better customer service and also gives corporate image to SOHO, which eventually impacts on sales growth and Customer retention. MPBX Business Intelligence (BI) Reporting will help client to find answers of following questions: How to acquire more Customers? How to retain Customers? Why our customers are losing? How our sales force is performing? What are the hottest issues customers facing? What are our business peak hours? How to reduce misuse of calling expense? Do our clients really need/like this particular product or service?

2 1.2 Features Auto Attendant Following auto call handling capabilities minimizes the need of Operator: Welcome Corporate IVR Provisions of custom audio file (Music, Jingle, promotional message) Customized voice message for distinct department Auto calls transfer to designated mobile users extensions. Call scheduling & transfer to remote extensions While your customers are on hold, promotional messages or selection voice messages can be played Smart Call Routing Auto routing of calls to relevant personnel or department based on calling history of caller, Call Recording Call can be recorded as per client request for any of below scenarios Incoming Calls Outgoing Calls Extension to Extension Calls Incoming call s Ring Strategies Sequential with Memory Ring All Scheduling & Prioritization Scheduling can be done based on; Time Zone, Working Hours Specific Time Slots etc

3 1.2.6 Off -Hours Management Off -Hours calls can be routed to relevant personnel. Missed Call report Provision of sending alert to decision maker on off-hour. (Under testing) Voice Mail The voice mail service lets you receive, listen to, and manage voice mail messages The web service, allows you to log in and manage certain voice mail features anywhere you have access to a web browser Reports Missed Calls Alerts. Missed call logs with Caller ID, Date, Received call logs with Caller ID, Date, Time and Duration. Total outgoing calls placed by each sales man. Number of calls placed by each salesperson in a day. Alerts to decision maker about: Missed calls details Total calls made today by sales team. Off hours outgoing calls and longer calls Web Based Management Interface Extensions view Detailed Call Records Reporting

4 2) MPBX USAGE GUIDE FOR END-USER 2.1 CALL TRANSFER Mechanism: If the extension code is 786 then to transfer an incoming call to other extension dial # and you will hear Playback sound of Transfer, and then dial the extension code i.e. 786 and after that call will be transferred to desired extension number. 2.2 EXTENSION TO EXTENSION DIALING: Mechanism: If you want to make a call from one extension to another extension (with extension code 786) inside the company then dial prefix 55 and then extension code (i.e ). 2.3 OUTGOING CALLS Mechanism: For any outgoing call you just have to dial the prefix 55 before any number and the call will go out with the company master number CLI and its logs will be maintained.

5 3) CLIENT S ADMIN PORTAL MANUAL 3.1 CLIENT LOGIN INTERFACE After receiving credentials , customer can access the portal User need to enter their respective credentials on below screen. 3.2 CLIENT PORTAL MAIN INTERFACE After successful login, following main page will appear. This interface allows user to carry out all allowed activities.

6 3.3 EXTENSION Select <Extension> tab from above main Client interface. It shows the entire list of extensions defined on the portal. 3.4 CALL SETTINGS Select <Call Settings> tab from above main Client interface. It shows the Master Number and destination i.e. what to play or what to do upon the reception of a call.

7 User can select any of the required mechanism for incoming calls. Following is the description of each attribute in this interface: Extension List: Time condition: To land incoming call on a specific extension directly Defining different IVRs based on time Condition, set earlier from <Time Condition> tab from main screen. IVR: Queue: Announcement: Voice Mail: Hang-up: To select the IVR To land incoming call on a certain queue directly To play any promotional announcement before any other defined action To record voice message To disconnect the incoming call without landing on any extension.

8 3.5 IVR Select <IVR> tab from main Client interface to define/change the IVR. Pressing <Add New IVR> tab will open the following IVR interface. Here user can select from the pre-recorded sound files to define Main IVR file, Invalid Message and Timeout Message separately. To verify the loaded sound file, user can play the sound file using <Play> sign which appears after loading the file.

9 IVR Detail section will be used to define the IVR mechanism like in case of <Option>1;<Select Destination> tab will be used to define the IVR using below interface:

10 3.6 QUEUES For creating new Queue, select <Queue> tab from the left side of the main interface, Select <Add New Queue> tab from above main Client interface to define/change to create new queue. User will use above interface to define queue. <Queue Name> User has to set a name for queue. <Ring Plan> tab will be used to define Ring Strategy either to Ring All or Sequential with Memory. <Music on Hold> If user want to set specific sound file <Member> attribute will be used to mark the extensions those will be covered in this queue.

11 3.7 SYSTEM SOUNDS For uploading sound files, select <System Sound> tab from above main Client interface, Press <Upload Sound>tab in above sound interface. Use above interface to define and load the sound file. In Category tab, list of following 4 options will appear for user selection: Welcome Prompt Call Back Prompt Voice Mail MOH (Music on Hold) Note: Sound file should be in GSM format

12 3.8 MOH (MUSIC ON HOLD) CLASSES Use below interface to view MOH classes which are used for queues, Use below interface to define new MOH class. Note: MOH class name should be same as of sound file name

13 3.9 ANNOUNCEMENTS To play any promotional announcement before any other defined action Press <Add Announcement>tab in above sound interface to add new announcement. Select Sound file and then select destination after announcement message

14 3.10 TIMING CONDITION Select <Time Condition > tab from main Client interface to define/change call handling mechanism during working hours and off hours. Select <Add New Timing Condition> tab from above main Client interface to define/change to create new time condition scenario,

15 3.11 VOICE MAIL Voice mail service lets you receive, listen to, and manage voice mail messages 3.12 FAQ s Select <FAQ > tab from main Client interface. It lists down all the general questions and provides the basic information about different features of program.

16 3.13 REPORTS Select <Reports> tab from above main Client interface. Report section shows the following reports: 3.14 CALL RECORDS By selecting call records, one can listen to all outgoing and incoming and extension to extension calls. Furthermore call records can be downloaded as well. User can extract incoming and outgoing call records into Microsoft excel as well.