Embed Size (px)
Citation preview
Module Four - Management of Information Systems
2014
45
module four - management of information systems
Module Four - Management of Information Systems
2014
46
Objectives:
Upon completion of this module, the learner will be able to:
List the steps to log-in and out of the Iwatsu phone
system
Explain the process to transfer a call
Set up voicemail and email accounts
Manage voice messages
Read and write emails
Create folders to manage emails
Access the Employee Self Service site
Module Four - Management of Information Systems
2014
47
The Telephone - Iwatsu IX-12-IPKTD
Logging-in and out
1. Press “SPKR” 2. Press “Log-In” 3. Enter the 4-digit code, given to you
by a supervisor. 4. You will hear 3 ‘beeps’, indicating that
you are logged in. When you first log-in, you are placed in a Not Available or N/A state. The N/A button will flash indicating this. Immediately depress this button placing you in Available status. If you need to step away from your desk you MUST press this button. Failure to do so (re-queuing) will make an “up” call ring at your desk, and then be transferred to the next available agent.
Module Four - Management of Information Systems
2014
48
When you receive “up” calls you will hear a ring and two lights will flash. One is your Indicator light, the other is the INTERCOM light. At the moment you pick up your Handset, the INTERCOM will stop flashing and one of your FLOAT light will turn on. While you are on that “up” call you can receive direct calls to your extension, however you cannot receive another “up” call. Logging out is a 2-step process:
1. Press the “FEAT” button (commonly known as the Feature button). 2. Press the “LOG-IN” button.
You must log-off at the end of your shift each day, as well as breaks and lunch. When your phone rings, the light that flashes is the INTERCOM light. The moment you pick up your handset, the call will move to one of your FLOAT lines. There are some basic company rules when transferring a call:
Announce to the receiving party that they have a call and then transfer. DO NOT BLIND TRANSFER.
When attempting to transfer, if no one at the receiving extension answers, go back to the caller and inform the caller that the agent is not available and the caller may leave message.
Module Four - Management of Information Systems
2014
49
If client decides to leave message, you must dial * and the extension number. When you hear the ringing hang-up. The call will then transfer to voice-mail.
Transferring a call Press the TRAN button.
1. Dial the desired extension. 2. Tell the receiving party that they have a call. 3. Hang-up and your call will be transferred. 4. If no one answers, press the TRAN button to tell the caller the agent is not
available, and ask if the caller would like to leave a message. 5. If the answer is yes, press TRAN again, dial * then dial the agent’s
extension. 6. Hang up. Your call will then be
transferred. Placing a Conference call
1. Place the 1st party on HOLD. 2. Dial the 2nd number. 3. Announce that you will attempt a conference-call. 4. Press the CONF ADD button. 5. Press the respective FLOAT line of party #1.
Accessing Voice Mail
1. Press the VM key. This will send you to our greeting. 2. Press the # key and this will send you to our voice-mail system
Module Four - Management of Information Systems
2014
50
3. You will receive prompts for your mailbox number (your extension) and password. Enter them accordingly.
4. If you are outside the office (At a mall, a friend’s house, etc) just press the # key when you call the office number
Important Notice from the IT Department Since the operation of your telephone is via the internet it is very important that you manage your web-surfing activities. While you are working it is advisable that you do not download music, stream music or videos. Doing this will limit the amount of bandwidth available to your telephone and adversely affect the quality of telephone performance.
Voicemail Quick Tips You should record messages for your 3 primary prompts when setting up your voicemail. Prompt 1 and 2 will only play when you are logged IN to your voicemail. Prompt 3 will only play when you are logged OUT of your voicemail. Remember, you can log in and out of your voicemail by pressing 5 while in the main voicemail menu. Examples of prompt recordings: Prompt 1: You have reached (NAME) in the Cruise Sales Department ext. xxx, I am in the office from 10am-6pm, Tuesday through Saturday. Please leave a message and I will return your call.
Prompt 2: You have reached (NAME). I am currently on another line assisting another passenger. Please leave a message and I will return your call as quickly as possible.
Prompt 3: You have reached (NAME). I am out of the office until tomorrow at 3pm EST. Please leave a message and I will return your call when I am back in the office. If you need immediate assistance you may call our customer service department. Customer Service is open from Monday to Friday 8:00am to midnight and Saturday and Sunday from 8:00am until 8:00pm. Thank you for calling.
If you are logged OUT of your voicemail, direct callers will be sent immediately into your voicemail. If you are logged IN to voicemail, direct callers will hear 4 rings before reaching a recording.
Module Four - Management of Information Systems
2014
51
Being logged into your telephone does NOT log you into your voicemail. Voicemail is a separate system. In order to change your voicemail’s status, you must press the voicemail/message light on your telephone.
Do NOT leave any phone contact numbers for other departments on your voicemail. Because we handle several major fulfillment accounts, contact numbers for customer service vary from account to account. Make ALL messages generic.
At Cruise.com, e-mail is one of our primary sources of communication. On a daily basis you will receive several e-mails such as:
Inter-office information and updates Times sensitive promotions and announcements Marketing updates Client communications
We provide two methods of viewing and sending emails. The primary method is via an e-mail client (Outlook, Windows Live Mail, Thunderbird, etc.) This allows us to send and respond to emails from Cruise.com, as well as our fulfillment partners. The web based product allows you to view your emails from any computer. This option is useful if you’re not at your home office and need to communicate with your supervisor, headquarters or your clients.
Module Four - Management of Information Systems
2014
52
Web Mail You may access your account from any computer with an internet connection.
Logging into your E-Mail Account
Go to http://mail.cruise.com (do not use www.mail.cruise.com) Enter your user name and password
Module Four - Management of Information Systems
2014
53
Viewing E-Mail
Click on “Get Messages” to view mail in your inbox
Module Four - Management of Information Systems
2014
54
Sending E-MAIL
Click “New Message” from the main menu banner. The following screen will appear:
1) Choose the person(s) you would like the e-mail sent to. Clicking on “To:” will
open your address book. You may choose from the address book or manually enter the e-mail address. An e-mail address will go into 1 of 3 categories:
a) To: – Primary addressee(s) b) Cc: – “Carbon Copy” Secondary receiver(s) that can see who the e-mail
was primarily addressed to, usually used like an FYI c) Bcc: – “Blind Carbon Copy” This recipient can see who the e-mail was
addressed to without being shown to others
Module Four - Management of Information Systems
2014
55
2) Second, add the subject to the subject line. After that, place your cursor in the composition box and write your message.
3) Once you have finished writing your e-mail, scroll down and click “Send
Message” beneath the composition box.
Attachments
After you have finished composing your e-mail you may add attachments by scrolling down to the “Attachments” section of the screen. Click the “Browse” button.
Navigate through your files, finding the one you want to attach. Choose the file and click “Open”. The link will show in the attachment line.
Module Four - Management of Information Systems
2014
56
Personalizing E-Mail Preferences
1) Click on SETTINGS. In the SETTINGS menu, you will find options for adding
a signature, auto responder, general layout preferences and time/date options.
Module Four - Management of Information Systems
2014
57
Auto-signatures, Font and Background We book clients for a number of fulfillment partners as well as Cruise.com. We want to ensure that all email communications remain professional in appearance. When setting up your email, two guidelines must be followed:
1. Auto signature – the auto-signature created to sign your emails may only include your name, hours and days available (shift.)
John Agent, CTC, MCC Ext. 123 Hours: M – F, 11:00a – 8:00p
2. Font/ Background –. Use only black font with a plain white background is to be used. “Wallpaper” and “emoticons” (animated characters) are not permitted.
Folders To add customized folders to your e-mail account, click on “Folders” found on the left of the screen. You have the option of creating or modifying folders. You must create a folder in which to keep all Marketing Department e-mails.
Module Four - Management of Information Systems
2014
58
Employee Self Service Site
Type this in your web browser address bar: https://sourceselfservice2.ceridian.com/omega
Once you have received your first paycheck you can log on with the following information:
o User name =(first initial and last name) o Password = (last for digits of your social security number) o If your social does not work then try abc123 (lowercase) o If you are still not able to log in please contact Clara at extension
253 (or via e-mail at [email protected]) Once you have managed to log in the system will prompt you to change
your password, please do not forget to do so
o Your password must be 6-20 characters ( letters and numbers) o Once you are in click on email address, enter your cruise.com
email address and save. This will generate a message to headquarters should you forget your password.
