Customer Portal End User Manual (AUS)
Contents
1. 10 BPRS SAWING CAIN CS RE 10 728 CIR RTT 11 Lal MRK A Pay N TRETEN 11 Cada FAVA IS UO E A 12 Booed lg Up Direct SI T 12 2 5 4 Sign Up Direct 13 240 17 Ea 0 0 ETUR 17 cuc DG aCe ODON aa aA 18 MES Icd T X 21 2 7 1 To Contact 21 Lalal 5171 14 18 21 Qua hedHest qa Phone Gall 22 728027 PSK a OUCS UIC 23 EEC SUING 25 c 25 Biel PAI Speed 25 cJ ONG 27 60 10 e 0 eee een MM MAE EMI CENA MEME MM EDU EU Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 2 of 29 1 Browser Compatibility The below list of browsers are compatible for use with the Customer Portal Browser Developer Version Internet Explorer Microsoft Inc Version 8 Firefox Mozilla Corporation Version 4 to 8 Chrome Google Version 9 to 16 Safari Apple Inc Version 5 1 Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page2. 2 7 4 2 Send your Question Send When you have completed all the options click on the button 2 7 4 3 View your response Once a question has been responded to you will see a notice appear when you first log into the portal See section New Message Alert of this user guide Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 23 of 29 Question Can upgrade my mobile plan to the 99 Cap Answer Good news You are eligible for a free upgrade to our 99 Cap plan Additionally you can also upgrade to a new handset To arrange this please call our friendly sales team on 1300 000 000 during business hours Close 2 7 4 4 View Previous Questions You can view questions your have previously submitted by selecting the My previous question ink on the left side of the Ask a Question screen Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 24 of 29 2 8 Support Home services Unbilled Calls Personal Details Payments Billing Contact Us Support Logout This section of the user guide describes the features available in the Support section of the customer portal 2 8 1 FAQ s You will find a lot of answers to questions that are frequently asked to us by customers The FAQ s section will contain most of the answers to questions our customers have If your query cannot be answered here you ca
3. 2 2 Give Feedback Your feedback is very important to us therefore you have the ability to send us feedback via the portal Feedback to us can be provided as a compliment a suggestion and more 2 2 1 Your Details Enter your details in the online form provided A contact phone number and email address is required in case we would like to be able to contact you However if you would like for one of our representatives to contact you you can opt for us to call you See the Request a Phone Call section of this user guide Name Mr Joe Bloggs Phone Number 0401001001 Email joe sp corm au Subject Feedback 2 7 2 2 Feedback Type You may choose a feedback type that best fits your feedback that you would like to send us Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 21 of 29 Please Select Complaint Compliment suggestion 2 7 2 3 Enter your Message Once you have entered the type of feedback you can then add the message you would like to convey to us Name Mr Joe Bloggs Phone Number 0401001001 Email joe sp com au Subject Feedback Feedback Types Compliment v Thank you for guiding me through the customer portal Message 2 2 4 Send Your Feedback Once you have completed click on the button at the bottom of the screen 2 3 Request a Phone Call If you would rather us contact you by
4. 3 of 29 2 End Customer User Guide This section of the user guide will describe the sections within the end customer portal and how the features can be used 2 1 Home Screen Home Services Unbilled Calls Personal Details Payments Billing Contact Us support Logout Once you log in you will first see the Home page screen This screen will be you welcome page and show any details we would like you to see including any product notices and announcements 2 1 1 New Message Alert If you have asked a question to us via the portal and you have received a response you will see a notification appear on the home screen advising you have a response to a question Home Services Unbilled Calls Personal Details Payrr You have an answer to your question Click here to see the answer Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 4 of 29 2 2 Services Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Logout The Service section is where you can view your services with us It will also allow you to filter if you have multiple services as well as update service details such as the name department of the service and the service address 2 2 1 Viewing Services This section explains how you can view your services 2 2 1 1 Select your Products To view your services simply hover your mouse over the Service menu option and choose the product yo
5. bill Most Frequently Called Lists details of each of the most frequently called phone Numbers numbers for that bill Summary by Hour Graph Displays total value by hours of each day in graph format Summary by Duration Summarizes all calls by the length of call Phone Line Summary Summarises the value of each phone line Summary by item Type Summarises the value of each Charge type on bill Produce Sub bill for each Separates each department with total value Note will department only work if service have a value in the Department Field on service See section Edit Service Details for details on how to update department 2 6 2 2 ltemisation You can choose what call types you would like itemised on your bill in this section By ticking one of the options your next bill will show each individual call listed for that charge type Itemisation Voicemail CallScreen Mobile national roaming Internet Access Fee Local Data Call Mobile to fixed calls Mobile to mobile calls Mobile to international SMS Local Call Rebate for Included Calls Mobile data calls Local Calls International Calls Fixed to Mobile Calls Hational Calls Operator Calls Mobile access fee Included Spend Mobile special calls ISDH Calls Mobile Roaming Charges no GST Inbound Services Py pw ms m m rw m m Total Service International Total Service Local Total Service Mobile Fry mw mw mw mre m rm m m Py mw mw m m m m rm m Total Service Hational Total
6. section of the user guide describes the features available in the Billing section of the customer portal 2 6 1 Statements This section will allow you to view your current and previous monthly bills from us You can filter your view to search for particular statements using the filter top of the statements table ome e e 5 Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout Lisa Bailey Date Issued Prev Balance Payments d Carried Forward Curr Charges Curr Balance Tax 28 07 2012 5 08 2012 5151 49 5154 49 0 00 3 00 11674 90 11671 90 573 90 28 06 2012 5 07 2012 7200 19 7200 19 0 00 0 00 5151 49 5151 49 468 32 28 05 2012 5 06 2012 55749 72 5749 72 0 00 0 00 7200 19 7200 19 607 95 28 04 2012 5 05 2012 4552 10 4553 10 0 00 5749 72 5749 72 387 30 28 03 2012 5 04 2012 7974 66 7974 66 0 00 0 00 455210 4552 10 411 89 2 6 1 1 View Transactions To view payment transactions made against a particular bill click on the s symbol next to the bill you want to view A pop up window will appear showing any related transaction for the statement you have chosen Prev Balance Payments Adjustments Carried Forward Curr Charges 25 Transaction 7 5 Issued Credit Card Type Payment Method Tran Type Cc Surchage Fee Amount 4 29 07 2012 0 00 11674 90 47 17 07 2012 Master Card Credit Card Payment 0 00 1 00 5 17 07 2012 Master Card Credit Card Payment 0 01 2 00 15 07 2012 M
7. Customer Portal User Manual Unit 23 1488 Ferntree Gully Road KNOXFIELD VIC 3180 Customer Support 1300 769 643 Contents l Browser 10018 REC ennn SEENE 3 2 End Customer User Guide s ssessessernnsnnenneerennnnnnnnnnennennennnnnnnosnsnnennannneneesnonnnnnnaeneeneennnnnnennee 4 ZEE HOME 7 ERE TL Lm 4 NOV cepi coc 4 5 2 2 1 Viewing 5 2 02 SEL VICOS 259935 5 6 22 9 Viewing 81161111 95406 6 2 07 SN 0 CANS ww c 6 2 3 1 Viewing Unbilled 1 nnn nnn nennen nenne nnns 7 2 4 Personal 9 24l Update My Detalls 9 2 4 2 Changing Your PAS SW Ol
8. Reports Logout amp Inbound Top 10 Callers Date From ot nb ind Number Select Numbers Date The results of the report can be exported to Microsoft Excel by clicking on the T 2 8 4 2 Daily Call Breakdown This report provides you with a breakdown of the calls to your inbound service numbers Inbound Number Total Calls Average Call Duration Secs Total Call Duration Secs Total Call Duration Once you select Daily Call Breakdown from the menu you will be provided with a list of your inbound service numbers to report on You can select them individually or select them all You will also be asked to provide a date range for the search Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 27 of 29 8 Inbound Top 10 Callers Date From Select Numbers 8 Search Date To Inbound Number The results of the report can be exported to Microsoft Excel by clicking on the 2 8 4 3 Hourly Call Patterns This report provides a breakdown of the number of calls to your inbound service numbers by hour A graph is also displayed Time 0911 11h Hourly Call Patterns To export this report to Microsoft Excel please click the Excel icon n Once you select Daily Call Breakdown from the menu you will be provided with a list of your inbound service numbers to report on You can select them individually or select them all You will also be asked t
9. Service Other 2 6 2 3 Output Options This section will allow you to choose whether you receive your bill via email in PDF format or if you want to receive you bill via Post in Paper format Output Options Print Email PDF You can choose either Email or Print or both 2 6 2 4 Save Changes To save your changes click on the puemi button at the bottom of the screen Changes will only take effect on your next statement with us Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Paqe 19 of 29 Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 20 of 29 2 Contact Us Home Services Unbilled Calls Personal Details Payments Billing Contact Us support Logout This section of the user guide describes the features available in the Contact Us section of the customer portal 2 1 How To Contact Us If you wish to see our details including address and phone numbers you will be able to view this along with a map of our location n How to Contact Us lt 0 Map Sat Ter Earth 1 21 5 Search nearby Sydney Level 10 9 Hunter Street Mail Rd 768 Royal Exchange PO 1225 International Sites New Zealand United Kingdom Teicoinabox International TOME Ro E e Phone 1300 7 TELCO doter Map data 22011 Google 2 2 LI Larger Fax 1300 8 TELCO
10. TIAB AU Remuneration Department Street Number Street llame Sub Address Humber Sub Address Type Suburb Post Code Go Back 2 2 2 2 Save Changes To save the changes you have made click on Submit 2 2 3 Viewing Unbilled Data Usage on Mobiles This section explains how you can view unbilled usage for services 2 2 3 1 View Usage Click on the symbol next to the service you want to view usage for This will pop up a summary of your mobile data usage since the last billing period Department Line Type Plan Name Residential Creative Enterprise SRP Plan Directors Residential Yourtility Optus 99 1GB TIAB NZ Residential TIAB 99 Extreme Cap 5GB Re BES Mobile Lc Mobile Number Last Update Date Plan Used reset Date 08 08 2012 at 12 49 34 0 0 04MB 28 08 2012 tP Plan 19 Extreme WAB 9GB Training 1 BES 268 Training Cose Plan s Billing Team Residential Tash Optus 79 Follow Me Cap Billing Team Residential Tash Optus 79 Follow Me Cap Global Residential TIAB 29 Follow Me Cap 200ME Account Manager Residential TIAB Staff Perks 99 Extreme 2 3 Unbilled Calls Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Logout Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Paae 6 of 29 services that are yet to be billed This means that the charges that appear in unbilled calls are charges that your services ha
11. a is secure and encrypted on our systems We do not store your credit card details in our systems or files 2 5 1 1 Name of Credit Card Enter the name as it appears on your credit card 2 5 1 2 Credit Card Type Select the type of card you are using to pay Accepted card types are MasterCard VISA Diners Card and American Express 2 5 1 3 Credit Card Number Enter the full credit card number The number must be entered without any Spaces or hyphens 2 5 1 4 Expiry Date Select the month and year that the credit is due to expire 2 5 1 5 Verification code Enter the CVV number of your credit card The CVV number is the last 3 digits that can be found on the back of your credit card on the signature panel F42652HC Seren Yoh Doe 5424000000000015 Signature Not Valid Unless Sign 3 Your Bank LINK PLUS 2 5 1 6 Payment Amount Type in the amount you would like to pay without any symbols For example if you would like to 23 41 enter the value as 23 41 2 5 1 7 Email Enter an email address you would like the receipt of your payment to be emailed to A confirmation receipt will be emailed once your payment has successfully processed to your account Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 11 of 29 gt E Submit When all the details have been entered click on to send your credit payment 2 5 2 Payment History I
12. aster Card Credit Card Payment 0 00 5151 49 N RPTE Dad nale 7 5 6112 92 6112 92 0 00 0 00 5289 68 5730 41 5730 41 0 00 0 00 6112 92 6104 79 6099 40 5 39 0 00 5730 41 Close 2 6 1 2 View Statement Details You can view the details of your bill from us by selecting the symbol next to the bill you want to view detail for You will be taken to a screen which will itemise the charge types on the bill and show a total dollar value These columns can be displayed in ascending or descending order Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout Lisa Bailey mJ Details Statment no 119 Item Name Amt Charge Data Bolt On 88 07 International Calls 62 71 Calls 3 47 Fixed to Mobile Calls 21 79 National Calls 0 70 Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 17 of 29 You can drill down further to view itemisation of a particular charge type to view For example you can view each individual itemised call for Fixed to Mobile Calls To drill down further click again on the symbol next to the charge call type you would like to view ome Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout Lisa Bailey 2 6 1 4 Download PDF Statement To download a previously issued statement in PDF simply click on the 4 symbol and the PDF will
13. ated on 1 9 2012 8 14 00 AM Version 1 Page 12 of 29 Credit Card Hame Mr joe Bloggs Credit Card Type Master Card v Credit Card 111122223333444 Credit Card Expiry 06 w 13 You must ensure that no spaces or symbols are entered when typing in your credit card number 2 5 3 4 Direct Debit Authority amp Declaration It is required that you read the full terms and conditions of the direct debit authority prior to submitting your details If you agree to the declaration provided you must acknowledge this by selecting the agreement check box agree to the above declaration Subscribe 2 5 3 5 Subscribe Once you have selected you agree to the direct debit authority and declaration Subscribe click on the button at the bottom of the screen A PDF of your Direct Debit Authority will be sent to your email address 2 5 4 Change Direct Debit In this section you can update your direct debit details If you would like to change your method of direct debit you may do so by clicking Payments then Sign Up Direct Debit Services Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout 9 Make a Payment Change Direct Debit 2 5 4 1 Type of Payment Choose the type of account you wish to be debited from Type of Payment Please Select v Please Select Bank Account Direct Debit Credit Card Direct Debit Title Customer Portal End User Manual AUS V1 3 Creat
14. d Speed Upload Speed 29 03 vips Q 3 32 vps Your IP 202 93 109 194 Last Result Download Speed 29028 kbps 3628 5 KB sec transfer rate Upload Speed 73317 kbps 9164 6 KB sec transfer rate Latency 4 ms Mon Jan 09 2012 11 29 50 GMT 1100 AUS Eastern Daylight Time Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 26 of 29 2 8 3 Support Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout This section of the user guide describes the features available in the Reports section of the customer portal 2 8 4 Inbound If you have inbound services with us there are several usage reports that are available for viewing and exporting Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout CON BL 2 8 4 1 Top Ten Callers This report provides you with a list of the top ten originating service numbers that are calling your inbound numbers Originating Number Total Calls Average Call Duration Secs Total Call Duration Secs Total Call Duration Once you select Top Ten Callers form the menu you will be provided with a list of your inbound service numbers to report on You can select them individually or select them all You will also be asked to provide a date range for the search Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support
15. download via your browser You will need Adobe Reader to view the PDF If you do not have this you can download it at http get adobe com reader 2 6 2 Update Billing Options This section will allow control what you see on your bill as well as allow you to choose if you would like to have an Email Bill a Paper Bill or both 2 6 2 1 Bill Setup The Bill Setup feature gives you options in which you can view usage patterns or summaries by line on your bill You can select as little or as many of the options as you would like and they will appear on your next bill with us Bill Setup Summary by Date Graph Most Frequently Called Humbers Phone Line Summary Longest Phone Calls Summary by Hour of Day Graph Summary by Item Most Expensive Phone Calls Summary by Call Duration Produce a sub bill for each department International Call Summary A brief description of each option is as per the below Type Description Summary by Date Graph Displays the total value by date of each month in graph format Longest Phone Calls Lists details of each of the longest duration phones calls Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 18 of 29 Most Expensive Phone Calls Lists details of each of the most expensive phone calls for that bills International Call Summary Will summarize duration destination and value for each international call made for that
16. ed on 1 9 2012 8 14 00 AM Version 1 Page 13 of 29 If you choose for your monthly bill to be automatically deducted on the due date from your bank account you must enter your bank information that you would like debited Bank Account Hame Mr Joe Bloggs Bank Hame Sample Bank Pty Ltd BSB 123456 Account Ho 12345678 You must ensure that no spaces or symbols are entered when typing in your BSB and Account number 2 5 4 3 Credit Card Direct Debit If you choose for your monthly bill to be automatically deducted on the due date from your credit card you must enter your credit card information that you would like debited Credit Card Hame Mr Joe Bloggs Credit Card Type Master Card Credit Card 111122223333444 Credit Card Expiry 06 vi 13 You must ensure that no spaces symbols are entered when typing your credit card number 2 5 4 4 Direct Debit Authority amp Declaration It is required that you read the full terms and conditions of the direct debit authority prior to submitting your details If you agree to the declaration provided you must acknowledge this by selecting the agreement check box agree to the above declaration Subscribe 2 5 4 5 Subscribe Once you have selected you agree to the direct debit authority and declaration Subscribe click on the button at the bottom of the screen A PDF of your Direct Debit Authority will be sent to your email address Title Custom
17. er Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 14 of 29 Em n Ww wreuuatw E 11 wu b V NJ V In this section you can update your direct debit details If you would like to change your method of direct debit you may do so by clicking Payments then Update Direct Debit Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Loga lf Make a Payment Change Direct Debit If your direct debit is processed through your bank account these details may be updated or edited Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Reports D Direct Debit Details Bank Account Direct Debit Bank Hame ANZ Bank Account John Anthony Bank Bsb 014 518 Bank Account Ho 4955674 Submit If your direct debit is processed through a credit card these details may be updated or edited Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 15 of 29 Direct Debit Details Credit Card Direct Debit Credit Card Name Elizabeth Credit Card Type Master Card Credit Card No 51000000006 950 Credit Card Expiry 07 j v 15 Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 16 of 29 2 6 Billing Home Services Unbilled Calls Personal Details Payments Billing Contact Us support Logout This
18. ew by clicking on the symbol Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 7 of 29 Usage Summary 4 696 of 10096 International Calls Landline to 13 1300 Local Calls Fixed to Mobile Calls Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 8 of 29 2 4 Personal Details Home Services Unbilled Calls Personal Details Payments Billing Contact Us Support Logout This section of the portal will allow you to view and manage your personal details and contact information with us 2 4 1 Update My Details You can update details we have on record for you via the portal in this section Note that the account name and or ABN of your account cannot be changed via the portal These changes must be made directly with us as this would warrant a change of ownership of your account 2 4 1 1 General Contact Information Select the General bar to view your basic contact information You can edit any of the fields in this section General Miss Myers Carolyn Customer ID 318261 Phone ah Phone bh 0282489000 Phone mobile 0401001001 Fax Number Email carolyn sp com Email Alternate 2 4 1 2 Company Details Select the Company Details bar to view your company information if you are a business customer You can edit the Trading Name field Any other changes to fields in this sec
19. n always Ask a Question to us or contact us via phone 2 8 1 1 View Questions Once you select FAQ s form the menu you will be provided with a list of commonly asked questions FAQ s Can have a Telstra Landline an Optus Mobile amp a Telstra network ADSL plan on the one bill Yes All of our service s will come to you on a single easy to read monthly account your feedback 2 8 1 2 Rate Questions If you would like to rate the question on how helpful or unhelpful it was simply click on the or the 9 icons underneath the question 2 8 2 ADSL Speed Test The ADSL speed test tool is available for you to use to test the speed of your fixed internet connection on our network 2 8 2 1 Begin Test Once you select the ADSL Speed Test option from the menu click on to start speed testing Do not close your browser at this point 2 8 2 2 Testing Begins You will notice the speed test start running on your screen for both upload and download speeds of your service Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 25 of 29 Depending on how fast your connection is will depend on how long the speed test will take Once the test is completed you will be presented with the test data It is recommended to relay this information to a technical support rep if you are testing your internet speed for support purposes e ADSL Speed Test Speed Test Downloa
20. n this section you can view the history of all payments you have made against your account he columns can be displayed in ascending or descending order s Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout Lisa Bailey Amount 1 00 2 00 5151 49 7200 19 5748 72 1 00 2 5 3 Sign Up Direct Debit In this section you can choose to set up direct debit if you have not yet done so If you already have direct debit payments and you wish to cancel direct debit you must contact us 2 5 3 1 Type of Payment To start the direct debit sign up process you must choose the type of account you wish to be debited from Type of Payment Please Select Please Select Bank Account Direct Debit Credit Card Direct Debit 2 5 3 2 Bank Account Direct Debit If you choose for your monthly bill to be automatically deducted on the due date from your bank account you must enter your bank information that you would like debited Bank Account Hame Mr Joe Bloggs Bank Hame Sample Bank Pty Ltd BSB 123456 Account Ho 112345678 You must ensure that no spaces or symbols are entered when typing in your BSB and Account number 2 5 3 3 Credit Card Direct Debit If you choose for your monthly bill to be automatically deducted on the due date from your credit card you must enter your credit card information that you would like debited Title Customer Portal End User Manual AUS V1 3 Cre
21. o provide a date range for the search Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout amp Inbound Top 10 Callers Date From Inbound Number Select Numbers Date To The results of the report can be exported to Microsoft Excel by clicking on the 2 8 4 4 Calls per Day per Service This report provides a breakdown of the calls to each inbound service numbers by day A graph is also displayed Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 28 of 29 30 07 2012 1300754 2 30 07 2012 13007801 1 31 07 2012 1300754 3 31 07 2012 1300028 1 31 07 2012 1300780 4 01 08 2012 130078C 4 01 08 2012 130002 1 02 08 2012 1300780 E 02 08 2012 1300754 03 08 2012 1300780 012 1300754 03 08 2012 130062 1 To export this report to Microsoft Excel please click the Excel icon Once you select Calls by Day by Service from the menu you will be provided with a list of your inbound service numbers to report on You are limited to a selection of 10 numbers 4 Inbound Calls per Day per Service Inbound Number 10 selected Maximum 10 numbers Search The results of the report can be exported to Microsoft Excel by clicking on the Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 29 of 29
22. phone you can use this feature to let us know 2 3 1 Enter Your Details Complete your name phone number you would like to be contacted on as well as an email address Name Mr Joe Bloggs Phone Number 0401001001 Email joe sp com 2 3 2 Select Time Tell us what time is best to contact you during the day by selecting the time of day when you click in the Time to Call Box Best time to call Please Select ES Besttime to call cannot be blank Please Select Morning Enquiry Afternoon Evening Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 22 of 29 Use this option to select which department you would like to contact you For example if you would like us to call you to assist you with your bill or payments you can select the Billing team Enquiry Please Select Please Select Billing Sales Technical General 2 3 4 Send Request Send When you have completed all the options click on the button 2 7 4 Ask a Question If you have a question you would like to ask us you can submit your question here via the portal and a representative will respond to you 2 4 1 Enter your Details and Question Complete the online form with your details and also note the question you gould like to ask Name Mr Joe Bloggs 0401001001 Email joe sp corm Can I upgrade my mobile plan to the 99 Cap Question
23. tion will require you to contact our customer service team Company Details Company Trading Hame ABH ACH 2 4 1 3 Billing Address Select the Billing Address bar to view your current billing address we have for you If you would like your paper bills to be forwarded to a different address you can update this section with the new mail address details Billing Address Address Level 10 Address2 9 Hunter Street Suburb Sydney Postcode 2000 State NSW Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 9 of 29 Em ios Lm MAILEM ILY TY U VJ VJ WV Wi When you log into the portal for the first time it is recommended you change your password to ensure security Select the Change Password Tab and enter your new password 2 4 3 Saving Changes When you have completed all changes in this section of the portal and you would like Update to save the changes click on at the bottom of the screen Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 10 of 29 2 5 Payments Home services Unbilled Calls Personal Details Payments Billing Contact Us Support Logout This section of the user guide describes the features available in the Payments section of the customer portal 2 5 1 Make a Payment You can make a once off payment to your account by credit card in this screen All dat
24. u wish to view Services Unbilled Calls Personal Details 4 Business VoDSL 2 2 1 2 View your Services When you select the product you would like to view services for you will be taken to a new screen which will display a list of all your services with us iling ContactUs Support Reports Logout Lisa Bailey Displaying 1 50 of 108 result s Plan Name Creative Enterprise SRP Plan Yourtility Optus 99 Cap 1GB TIAB 99 Extreme Cap 5GB Ret Staff Perks 99 Extr Cap 508 Ret Yourtility Business BES Mobile Lo Residential TIAB Enterprise SRP Plan Residentia TIAB Staff Perks 99 Extreme Cap 5GB Title Customer Portal End User Manual AUS V1 3 Created on 1 9 2012 8 14 00 AM Version 1 Page 5 of 29 Lm Lm ERN wwii V IV YV V This section will show you how to makes changes on your service product details 2 2 2 1 Edit Service Details You can edit the Name and or Department of each of your services to ensure detail is accurate This will also help you to split services by name or department when you receive your bill To edit your service details click on the 8 symbol next to the service you would like to update You can then add edit the Name and or Department Home Services X Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout Lisa Bailey Internet Internet Y000 Plan Name SHDSL 10Mb 10Mb Lite Unlim 1 amp 2 Line Type Business llame
25. ve accumulated since your last bill from us Columns can be displayed in ascending or descending order Home Services Unbilled Calls ersonal Details ayments iling Contact Us Support Reports Logout Lisa Bailey Le Unbilled Calls Service Number Other Charges Total Charge 02 36 49 0 69 100 00 0 00 68 69 87 26 2 3 1 Viewing Unbilled Calls This section explains how you can view unbilled calls for services 2 3 1 1 View Unbilled Calls by Service To view unbilled calls for a particular service click on the symbol next to the service you want to view You will then be taken to a new screen which will list all the itemised calls for the service you have selected You can further filter your search by Charge Type Home Unbilled Calls Personal Details Payments Billing Contact Us Support Reports Logout Lisa Bailey Service Number 029 Charge Type Call Count Total Duration Total Charge 5 00 19 10 V A 5262 27 35 30 88 00 47 17 VA 2 11 0 89 2 3 1 2 View Calls via Graph Underneath the table of unbilled calls for a service you can view the call data in a pie or bar chart for easier view of your spend ervices Unbilled Calls ayments Billing Contact Us Support Reports Logout Lisa Bailey Charge Type Call Count Total Duration 5 1 08 E 00 19 10 1 00 27 35 00 47 17 00 30 07 2012 06 08 2012 Calls 21 07 2012 07 08 2012 9 0 Charts You can change the chart vi
Download Pdf Manuals
Related Search