!

NuSuara!Helpdesk!
!
Web$Portal$User$Manual$
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Thank!you!for!calling.!
How!may!I!help!you?!

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NuSuara!Technologies!Sdn!Bhd!
http://www.nusuara.com!
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Table!of!Content
BACKGROUND+.......................................................................................................................................................+3!
SYSTEM!SETTINGS!......................................................................................................................................................................!3!
GENERAL+FEATURES+...........................................................................................................................................+4!
SYSTEM!STATUS!.........................................................................................................................................................................!4!
USER!MENU!................................................................................................................................................................................!5!
Login&............................................................................................................................................................................................&5!
Logout&.........................................................................................................................................................................................&5!
Change&password,&name&or&email&...................................................................................................................................&6!
Forget&password&or&request&new&password&................................................................................................................&6!
SYSTEM!MENU!............................................................................................................................................................................!7!
Call&Log&(queue)&.....................................................................................................................................................................&7!
Call&Log&(in/out)&.....................................................................................................................................................................&8!
Voicemail&...................................................................................................................................................................................&8!
WrapBup&code&..........................................................................................................................................................................&9!
Voice&Logger&.............................................................................................................................................................................&9!
AGENT+FEATURES+..............................................................................................................................................+10!
POP=UP!PAGE!...........................................................................................................................................................................!10!
CHANGE!STATUS!......................................................................................................................................................................!11!
SUPERVISOR+FEATURES+..................................................................................................................................+12!
REPORTS!MENU!......................................................................................................................................................................!12!
Agent&Availability&...............................................................................................................................................................&12!
Agent&Call&Statistics&...........................................................................................................................................................&12!
Queue&Summary&...................................................................................................................................................................&13!
WrapBup&Code&.......................................................................................................................................................................&14!
APPENDIX+.............................................................................................................................................................+15!
SYSTEM!ARCHITECTURE!........................................................................................................................................................!15!
CALL!FLOW!..............................................................................................................................................................................!15!
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!
!
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Table!1:!!Document!Revision!History!

Rev!
1.0!
2.1!
!

Date!
Author!
2011C03C16! Kat!
2012C02C20! Kat!

Comment!
Helpdesk!1.0!
Updated!for!new!features!in!2.0!

Background!
NuSuara!Helpdesk!System!is!an!automatic!system!designed!to!assist!your!Customer!Services!or!Support!
Department!in!handling!incoming!calls.!It!answers!incoming!calls!and!routes!the!calls!to!agents.!The!call!
flow!can!be!fully!customized!and!integrated!with!your!backend!systems!like!CRM!or!ticket!system.!
!
The!helpdesk!system!provides!a!Web!Portal!for!agents!and!supervisors!to!use!with!different!features!of!
the!system.!For!example,!
Agent!can!see!the!information!of!the!incoming!call!immediately!
Agent!can!enter!more!information!about!the!call!through!wrapCup!
Supervisor!can!monitor!the!status!of!calls!and!agents.!
Supervisor!can!see!the!online!reports!on!call!statistics!or!agent!performance!
!
There!are!two!roles!in!this!system,!Agent!role!and!Supervisor!role.!Each!user!is!assigned!with!either!one!
or!both!roles.!This!manual!describes!the!features!and!functions!of!the!Web!portal!in!three!different!
sections.!!
!
General!Features:!apply!to!users!with!both!Agent!and!Supervisor!role!
Agent!Features:!!apply!to!users!with!Agent!role!
Supervisor!Features:!apply!to!users!with!Supervisor!role.!
!

System+settings+
!
Please!check!with!NuSuara!or!your!IT!support!for!the!following!settings:!
!
Setting!
Value!
!
System!Version!
2.0!
!
Web!Portal!URL!
http://172.31.39.30/helpdesk!
!
Service!hotline!(queue)!
External!
+6!03!2685!4200!
Internal!
501!
Number!of!agent!
5!
Extension!214!to!218!
Hardware:!
1!x!Server!!
IP:!172.31.39.30!
5!x!VoIP!phone!
IP:!172.31.39.32!
!
IP:!172.31.39.34!
IP:!172.31.39.35!
IP:!172.31.39.36!
IP:!172.31.39.37!

!
!
!

General!Features!
System+Status+
!

!
!
Supervisor!can!monitor!on!both!system!and!agent!by!clicking!the!System!Status!page.!This!page!provide!
the!current!information!like!
Number!of!calls!inside!the!queue!pending!for!agents!to!answer.!
Number!of!available!agents!who!has!logged!in!to!the!portal.!
The!current!status!of!each!agent.$
o ready!:!Agent!is!ready!!to!answer!incoming!call!from!queue.!$
o work:doc,$work:fax,$work:other:!Agent!is!working!on!documents,!fax!or!other!things$
o break:lunch,!break:pray:!Agent!is!taking!break$
o talk:in,!talk:out:!Agent!is!talking!on!phone.!The!suffix!in!means!inbound!call!and!out!
means!outbound!call$
o wrap:up:!Agent!is!working!on!the!things!related!to!the!call!just!answered,!e.g.!selecting!
wrapCup!codes!or!updating!caller!information!in!CRM.!
Todays!call!statistics:!
o Total!number!of!incoming!calls!to!service!hotline!(queue).!
o Number!of!calls!answered!by!agents.!
o Number!of!Voicemail!from!the!caller.!
o Number!of!calls!abandon!by!the!caller.!
o Others:!Number!of!calls!failed!to!be!answered!by!the!system.!

User+Menu++
Login+

!
1. To!login!to!the!Helpdesk!Portal,!open!an!Internet!browser!and!type!in!the!appropriate!address!at!
the!address!bar.!
http://server_ip/helpdesk!

!
2. Type!in!your!username!and!password.!For!agents,!the!usernames!are!usually!their!extensions.!

!
3. Upon!successful!Login,!you!will!be!directed!to!system!status!page.!
Logout+

!
To!logout,!just!click!log!out!on!the!upper!left!corner.!
!

Change+password,+name+or+email+

!
1. After!login,!click!My!Account!on!the!upper!left!corner.!!
2. Click!Edit!to!enter!the!edit!mode.!
3. Email!and!Password!information!is!under!the!Account!Tab!while!Name!information!is!under!
the!Main!Profile!Tab!

4. Click!Save!to!save!your!change!
Forget+password+or+request+new+password+

!
If!you!forget!your!password,!you!can!reset!your!password!by!clicking!request!new!password.!Enter!your!
username!or!email!address.!An!email!will!be!sent!to!your!email!address.!Just!follow!the!instructions!
inside!the!email!to!reset!your!password.!

System+Menu+

!
Call+Log+(queue)+

!
The!system!searches!for!the!incoming!call!to!service!hotline!(the!queue)!today!and!show!the!call!
information.!
Date:!date!and!time!the!call!was!initiated.!
Source!(SRC):!the!phone!number!of!the!caller.!
Destination!(DST):!the!phone!number!of!the!receiver!(i.e.!extension!of!!the!agent).!
Wait:!length!of!time!the!caller!has!waited!before!the!call!was!answered!by!an!agent!or!
abandoned!by!the!caller!himself/herself.!
Talk:!length!of!conversation!between!caller!and!receiver.!
Disposition:!the!outcome!of!the!call!either!answered,!abandoned,!voicemail,!failed!or!no!
answer.!
Transfer!To:!the!extension!number!that!the!agent!has!transferred!the!call!to.!!
User!can!apply!different!filters!to!limit!the!search!result.!
!

!
!

Call+Log+(in/out)+

!
This!page!shows!the!call!information!of!
Outbound!calls!made!by!agents.!
Inbound!calls!from!internal!staff!or!agent!(not!from!the!queue).!

!
Voicemail+

!
If!caller!leave!a!voicemail,!agent!can!click!at!the! !button!to!listen!to!the!voicemail.!To!let!other!agents!
know!that!you!will!follow!up!on!the!issue,!click! ,!enter!edit!mode!and!set!the!follow!up!check!box.!
!

!
WrapUup+code+

!
After!a!call!is!answered,!an!agent!usually!classifies!the!call!into!different!categories!by!selecting!some!
wrapCup!codes!related!to!the!call.!This!page!shows!the!wrapCcode!information!of!each!call.!!
!

Voice+Logger+

!
The!system!will!record!every!conversations!answered!by!agents.!To!listen!back!to!the!conversation,!click!
the! !button.!
!

Agent!Features!
PopUup+page+
A!client!popCup!program!is!installed!in!every!agent!PC.!When!an!agent!answers!a!call!from!the!queue,!a!
web!page!will!be!popCup!on!his/her!screen!with!call!information!like!time!and!callers!phone!number.!
After!the!call!is!ended,!the!agent!can!choose!the!wrapCup!codes!of!the!call!just!answered!in!the!edit!
mode.!
!

Change+status+

!
This!menu!appears!on!the!left!column.!The!first!line!shows!the!current!time!and!the!current!status!of!the!
logged!in!agent.!The!links!below!are!for!the!agent!to!change!his/her!status.!
!
The!helpdesk!system!only!transfer!calls!to!agents!in!ready!status.!If!an!agent!is!not!able!to!answer!any!
call,!then!he/she!need!to!change!the!status!to!other!value.!$
break:lunch,$break:pray:!agent!is!taking!break!because!of!lunch!or!pray.$
work:doc,$work:fax,$work:other:!agent!is!working!on!document,!fax!or!other!things.!
Click!the!link!ready!when!the!agent!is!ready!for!answering!call.!

Supervisor!Features!
Reports+Menu+

!
Agent+Availability+

!
This!report!shows!the!daily!information!of!each!agent!as!follow;!
First!login:!the!first!login!time.!!
Last!logout:!the!last!logout!time.!
Login!time:!total!login!time.!
Work!time:!total!time!of!an!agent!in!workCdoc,!workCfax!and!workCother!status.!
Break!time:!total!time!of!an!agent!in!breakClunch!and!breakCpray!status.!

!
Agent+Call+Statistics+

!
This!report!shows!the!number!of!calls!handled!by!each!agent.!
In!(Queue):!Number!of!answered!calls!from!the!service!hotline.!
In!(Intercom):!Number!of!answered!calls!from!internal!(staff!or!agent).!
Outbound:!Number!of!outbound!calls!originated!from!an!agent.!
Talk!time:!The!total!conversation!time.!

!
Queue+Summary+

!
This!report!shows!the!number!of!calls!from!the!service!hotline!and!their!outcomes.!

WrapUup+Code+

!
This!report!counts!the!number!of!wrapCcodes.!
!

Appendix!
System+Architecture+

!
!
!
!

The!helpdesk!system!is!connected!to!NEC!PABX!through!a!direct!network!cable.!!They!use!ISDN!
protocol!for!communication.!
Incoming!calls!to!the!service!hotline!are!routed!to!the!system!from!the!PABX!
The!system!answers!the!call!and!play!prompts!according!to!the!preCdefined!call!flow.!
!The!system!transfers!the!call!to!the!agents!who!are!in!ready!status.!!

Call+Flow+

Gas$Malaysia$Help$Desk$System$Flow$Chart$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Office$Hour$&$Non$Office$Hour$
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)
)

Start%

TOLL%FREE:%xFxxxFxxFxxxx%%

))
Prompt:%
Gas)Malaysia)Berhad)
Gas)Malaysia)Berhad)
)

)
)

SELECT%LANGUAGE%
Prompt:%
Press)One)for)English)
Tekan)Dua)untuk)Bahasa)Malaysia)
%

)
)

End)

Answered%

(Transfer)%
Answer%Call?%

)
)

BM%

Press%1%(English)%

)
)

Tekan%2%(Bahasa%Malaysia)%

No%Answered%/%Busy%
)
Prompt:%
Sorry,)our)representative)is)currently)busy,)you)will)be)attended)to)shortly.)

)
)
)
)
)

End)

Answered%

(Transfer)%
Answer%Call?%

Prompt:%
Sorry,)all)our)representatives)are)still)busy.)
Please)press)1)to)leave)a)voicemail)or)Press)2)to)continue)to)hold.)
)
Press%1%

)
)

Prompt:%
Please)leave)your)name,)contact)number)and)message)after)the)tone.)
Our)representative)will)return)your)call)as)soon)as)possible.)Thank)you.)

)
)
)

No%Answered%/%Busy%

)
Record%Voicemail%(30%seconds)%
Customer%
Leave%
Voicemail%
)

)
)

Prompt:%
Thank)you)for)calling)Gas)Malaysia.)

)
)

End%

)
Press%2%

Gas$Malaysia$Help$Desk$System$Flow$Chart$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Office$Hour$&$Non$Office$Hour$
Wednesday,)July)06,)2011)[Version)1.0])
)

Start%

)
)

Prompt:%
Gas)Malaysia)Sendirian)Berhad)
Press)One)for)English)
Tekan)Dua)untuk)Bahasa)Malaysia)

Tekan%2%(Bahasa%Malaysia)%

BM)

Press%1%(English)%

)
)

TOLL%FREE:%xFxxxFxxFxxxx%

After%Office%Hour/Weekend%

Public%Holiday%

Special%Announcement%

)
Prompt:%

Prompt:%
We)are)closed)due)to)public)holiday,))
we)will)resume)business)on))
[MONDAY])

) Our)office)is)closed)for)the)day.)
Please)call)again)during)our)office)hours)

from)8.30am)to)5.30pm,)Monday)to)Friday.)

)
)
)

Prompt:%
Alternatively)you)may)leave)your)name,)
Tekan%2%(Bahasa%Malaysia)%
Mula)(BM))
contact)number)and)message)after)the)tone.)

For)emergency,)please)call)xxxx)at)01xVxxxVxxxx.)Thank)you.)
Record%Voicemail%(30seconds)%
Customer%
Leave%
Voicemail%
)

Prompt:%
Thank)you)for)calling)Gas)Malaysia.)

)
End%

Prompt:%
Kindly)be)informed)..)

Gas$Malaysia$Help$Desk$System$Flow$Chart$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Office$Hour$&$Non$Office$Hour$
Wednesday,)July)06,)2011)[Version)1.0])
)
)

Tekan%2%(Bahasa%Malaysia)%

Mula%(BM)%

)
)

)
Tamat)

Dijawab%

Panggilan%
Disambung?%

)
)
)
)
)
)
)

Tiada%jawapan%/%Sibuk%
)
Prompt:%
Maaf,)pegawai)kami)sedang)sibuk,)anda)akan)dilayan)sebentar)lagi.)
%

Tamat)

Dijawab%

Panggilan%
Disambung?%

Prompt:%
Maaf,)semua)pegawai)kami)sedang)sibuk,))
Sila)Tekan)1)untuk)tinggalkan)Pesanan)Suara)atau)
Tekan)2)untuk)menunggu)di)talian.)

)
)
)

)
Tekan%1%
Prompt:%
sila)tinggalkan)nama,)nombor)telefon)dan)pesanan)selepas)bunyi)bip.)
Pegawai)kami)akan)menghubungi)anda)secepat)mungkin,)Terima)kasih.)
)
Pesanan%Suara%(30%saat)%

)
)
)
)
)
)
)

Tiada%jawapan%/%Sibuk%

TInggalkan%
Pesanan%
Suara%
)

Prompt:%
Terima)kasih)kerana)menghubungi)Gas)Malaysia.)

Tamat%

)
Tekan%2%

Gas$Malaysia$Help$Desk$System$Flow$Chart$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Office$Hour$&$Non$Office$Hour$
Wednesday,)July)06,)2011)[Version)1.0])
)

Tekan%2%(Bahasa%Malaysia)%

Mula%(BM)%

)
)

Selepas%Waktu%Pejabat%%

Cuti%Umum%

Prompt:%
Pejabat)kami)ditutup)untuk)hari)ini.)
)
Sila)hubungi)kami)pada)waktu)pejabat))
dari)pukul)8.30)pagi)hingga)5.30)petang,)
Isnin)hingga)Jumaat.)
)
)

Prompt:%
Pejabat)kami)ditutup)pada)cuti)umum))
dan)akan)dibuka)semula)pada)hari)
[ISNIN])
)

)
)
Prompt:%
Anda)juga)boleh)meninggalkan)nama,)
nombor)telefon)dan)pesanan)selepas)bunyi)bip.))
Untuk)panggilan)kecemasan,)sila)hubungi)En.)xxx))
di)talian)01x))xxx)xxxx.)Terima)kasih.)
)

Pesanan%Suara%(30%saat)%
TInggalkan%
Pesanan%
Suara%
)

Prompt:%
Terima)kasih)kerana)menghubungi)Gas)Malaysia.)
)

)
Tamat%

Pengumuman%Khas%

Prompt:%
Sila)ambil)perhatian)..)