Reliance Toll Free Service Self Care Portal...Self Care Portal - CNM INDEX Confidential Slide 3 The...

Reliance Toll Free Service – Self Care Portal

User Guide

Confidential Slide 2

SECTION SLIDE NUMBERPROFILE MANAGEMENT 5

TERMINATING NUMBER DIRECTORY 17

FEATURE ACTIVATION 25

DEFAULT NUMBER CHANGE 31

REROUTE FEATURE 35

CALL DISTRIBUTION HUNTING 48

CALL DISTRIBUTION CRITERIA 59

TIME DEPENDENT ROUTING 66

ORIGIN DEPENDENT ROUTING 91

PIN MANAGEMENT 103

EXCEPTION LIST 112

CALL RECORDS 137

LOGS 145

Self Care Portal - CNM

The self care tool will empower the customer to ensure that the toll free service

is available without interruption and managing the change without any loss in

business productivity.

Portal provides an option to

Change the Default & Rerouting Number

Change Call Distribution Criteria (Load Balancing)

Change Origin Dependent Routing

Change the Time Based Routing

Allow or Restrict calls from specific callers/locations

Authenticate the caller through PIN Management

Change Call Distribution Hunting

Create Sub-administrator

View Online CDRs

View the activity logs

Self Care Portal

Step 1 : Enter User ID,

Password & CAN details.

Step 2 : Click on login button

Profile Management

Profile Management – This functionality provides flexibility to the

Enterprise administrator to create multiple users of CNM portal and provide access rights.

Option to create 3 types of users

– Technical Group

– Sub Admin Group

– Commercial Group.

Flexibility to assign access rights to every user to change the routing configuration and view the CDRs.

Profile Creation

Step 2 : Click on Profile tab

Step 1 : Click on Profile link

Profile Creation

Step 2 : Click on ‘Add Profile’ tab

Step 5 : Click on Submit

button.

Step 3 : Enter the email ID

and information in other fields.

Step 4 : Select the user group

Confirmation Message

Manage Profile

Step 1 : Click on Manage Profile tab

Step 3 : Click on Search

button.

Step 2 : Select Criteria

Manage Profile

New user ID created

Disable button will make

the profile Inactive.

Step 1 : Select the user ID

to change the access rights

Step 2 : Click on login profile

Manage Profile

Step 1 : Change the user

profile

button.

Make the user Active or

Inactive

Access Profile

Step 1 : Select the user ID

to change the access rights

Step 2 : Click on Access profile

Assign Rights to User

Step 1 : Select the feature for

which access rights to be

given to the user.

button.

Terminating Numbers Directory

Terminating Numbers Directory – This is the database of all of

Customer’s phone numbers where the call can be possibly routed.

Directory creation is an one time activity.

Only Reliance landline and mobile numbers can be added in the directory. The portal shall restrict entry of international & other service provider numbers.

Numbers entered in this directory shall reflect under the dropdown list of routing configuration.

For changing the default/rerouting number or any other routing configuration, user can select only the terminating numbers which are stored in the directory.

Calls to mobile terminating number shall get barred if the number created in the directory subsequently gets port out to other service provider.

Note : To add international numbers in the directory, please contact your Reliance relationship manager.

Service Type Selection

Select the service type – ‘RON’

Subscriber ID / Toll Free Number Selection

Step 2 : Click on ‘Add

Terminating Numbers’ tab.

Step 1 : Select the service

wherein terminating numbers

have to be added.

Routing Configuration > Add Terminating Numbers

Step 1 : Click on ‘Add Terminating Numbers’ tab.

Step 2 : Click on Add button

Step 3 : Enter terminating

number Step 4 : Add new row to

insert multiple numbers.

Step 5 : Click on

Submit button

Step 6 : Click on

OK button

Terminating Numbers Status

All the numbers created under this

directory will get reflected under

‘Routing Configuration’ tab

International & Off net numbers shall

not be allowed to be entered in the

terminating numbers database.

Edit Terminating Numbers

Step 4 : Modify the terminating

number

Step 2 : Click on Edit button

Step 3 : Select the

terminating number

Step 5 : Click on

Submit button

Step 6 : Click on

OK button

Delete Terminating Numbers

Step 2 : Click on Delete button

Step 3 : Select the

terminating number

Step 4 : Click on

Submit button

Step 5 : Click on

OK button

Feature Activation

Feature Activation – This functionality provides flexibility to activate or

deactivate the Rerouting, Exception list, PIN Management & Conditional Routing feature.

User will not be able to configure rerouting number till the time rerouting feature is activated.

User will not be able to configure load balancing, call hunting, time based routing & origin dependent routing condition till the time conditional routing feature is activated.

Rerouting feature, PIN Management, Time based routing & Call Distribution Criteria feature is available on Domestic Toll Free Number (1800), Universal Access Number (1860) service & International Toll Free service.

Origin Dependent Routing, Call Hunting & Exception list feature cannot be configured on International Toll Free service, same can be configured only on Domestic Toll Free & Universal Access Number.

Step 1 : Select the service to

activate rerouting feature.

Step 2 : Click on ‘Feature

Activation’ tab.

Feature Activation

Step 2 : Select the

feature.

Step 4: Click on OK button.

Step 1 : Click on Feature

Activation tab.

Step 3 : Click on Activate

button.

Routing Configuration

Default Number Change

Default Number Change – This functionality provides flexibility to change

the default routing number of toll free service immediately, hence managing the change without any loss in business productivity.

User can select only one number from the directory and change the default routing number.

Routing shall be changed immediately and there will not be any impact on the live calls.

While changing the default number, user has to ensure that there are enough channels available to handle the traffic; else it will result in congestion.

Step 1 : Select the service to

change the default routing number.

Step 2 : Click on ‘Routing

Configuration’ tab.

Default Routing Number - EDIT

Step 3 : Click on submit

button.

Step 2: Select one terminating

number from the list.

All the numbers will get

populated from the directory

created by user under ‘Add

Terminating Number’ tab.

Step 1 : Click on Change

default routing number.

Rerouting Feature

Rerouting Feature (Disaster Recovery Tool) – This functionality

provides flexibility to change the rerouting number immediately by using “On Busy” , “No answer” and “Route Failure” conditions.

While changing the rerouting number, user has to ensure that there are enough channels available to handle the traffic; else it will result in congestion.

Incase of ‘No Answer’ scenario, calls will be diverted to the alternate number after 5 rings / 10 seconds.

Incase of ‘On Busy’ scenario, calls will be diverted to the alternate number only if call waiting feature is not activated on the primary number.

Incase of ‘Route Failure’ scenario, calls will be diverted to alternate number when the ISDN PRI link is down at customer premise.

Step 1: Select the service to

configure rerouting number.

Step 2 : Click on ‘Routing

Configuration’ tab.

Rerouting Feature – On Busy Scenario

Step 1 : Select the rerouting

feature tab.

button.

condition.

number.

Step 3 : Select the Modify

option

Step 2 : Select

the reroute on

default number

option.

Rerouting Feature – No Answer Scenario

feature tab.

button.

condition.

number.

Step 3 : Select the Modify

option

Step 2 : Select

the reroute on

default number

option.

Rerouting Feature – Delete Functionality

feature tab.

button.

condition.

Step 6 : Click on OK

Step 3 : Select the Delete

option

Step 2 : Select

the reroute on

default number

option.

Rerouting Feature – ADD

feature tab.

button.

Step 4 : Select the Terminating

number & rerouting condition.

Step 3 : Select the Add option

Step 2 : Select the reroute on

Terminating number option.

Rerouting Feature – EDIT

feature tab.

button.

Step 4 : Select the Terminating

number & modify the configuration.

Step 3 : Select the Edit option

Rerouting Feature – DELETE

feature tab.

button.

Step 4 : Select the

Terminating number

against which

configuration to be

deleted.

Step 3 : Select the Delete option

Conditional Routing

Call Distribution Criteria (Load Balancing) – This feature provides

flexibility to distribute the calls on the toll free number among different destination numbers in proportion to the call handling capacity of each destination.

Origin Dependent Routing (ODR) - This feature enable the calls on the toll

free number get terminated on different destinations based on the circle/state of the originating call.

ODR CDC

Conditional Routing

Time Based Routing – This feature enables to route the calls to different

destination numbers based on the time of the call. Calls can be routed based on

Time-of-the-day [TOD]

Day-of-the-week [DOW]

Date-of-the-year [DOY]

Call Distribution Hunting (CDH) – This feature allows processing of a high

volume of calls to a single phone number by distributing the incoming calls to multiple users according to a hunting policy.

TOD , DOW & DOY CDH

Based on the chosen policy,

an incoming call hunts for an

idle user in the group to

terminate the call to that user.

Call Distribution Hunting

Step 1 : Select the Conditional

Routing tab.

button.

Step 2 : Select Call Distribution Hunting

Call Distribution Hunting

Step 1 : Select ADD option

Step 6 : Select the overflow

condition

Step 2 : Select Hunting Policy

Step 3 : Select the duration the

call should ring at each extension

Step 4 : Add terminating number

in hunting group

Step 7 : Click on submit button

Step 5 : Add new row to insert

extensions in hunting group

Step 8 : Click on OK button

Call Distribution Hunting - Edit

Step 1 : Select the ‘Edit’ option

button.

Step 2 : Select the CDH

set to be modified

Call Distribution Hunting - Edit

Step 1 : Modify the Hunting

policy or Terminating DN.

button.

Step 3 : Click on OK button.

Call Distribution Hunting - Delete

Step 1 : Select the ‘Delete’

option

button.

Step 2 : Select the CDH

set to be deleted

Step 4: Click on OK button.

Call Distribution Criteria

Routing tab.

button.

Step 2 : Select Call Distribution Criteria

Call Distribution Criteria - Add

button.

Step 2 : Select next criteria

Step 3 : Select next condition

Step 4 : Insert new row

Step 5 : Select the percentage calls to be

routed and ensure that the summation is

Step 1 : Select the percentage

calls to be routed

Call Distribution Criteria - Edit

Step 1 : Select the ‘Edit’ option

button.

Step 2 : Select the CDC

set to be modified

Call Distribution Criteria

Step 1 : Modify the routing

percentage or Terminating DN

button.

Call Distribution Criteria - Delete

Step 1 : Select the ‘Delete’ option

button.

Step 4 : Click on ‘OK’ button

Step 2 : Select the CDC

set to be deleted

Time of Day Routing

Routing tab.

button.

Step 2 : Select Time of Day Routing

Time of Day Routing - Add

Routing tab.

button.

Step 2 : Select Add option

Step 3 : Enter the start &

end time

Step 4 : Insert new row to

configure new time slot.

Time of Day Routing - Edit

Routing tab.

button.

Step 2 : Select Edit option

Step 3 : Select the set

to be modified

Time of Day Routing - Edit

Routing tab.

button.

Step 3 : Modify the

configuration

Time of Day Routing - Delete

Routing tab.

button.

Step 2 : Select Delete option

to be deleted

Day of Week Routing

Routing tab.

button.

Step 2 : Select Day of Week Routing

Day of Week Routing - Add

Routing tab.

Step 3 : Configure the

day of the week

Step 4 : Add row to

configure new slot.

Day of Week Routing - Add

Routing tab.

button.

Step 3 : Configure day of

the week

Day of Week Routing - Edit

Routing tab.

button.

to be modified

Day of Week Routing - Edit

Routing tab.

button.

Step 3 : Modify the

configuration

Day of Week Routing - Delete

Routing tab.

button.

to be deleted

Date of Year Routing

Routing tab.

button.

Step 2 : Select Date of Year Routing

Date of Year Routing - Add

Routing tab.

Step 3 : Configure the

date of year

do configuration.

button.

Date of Year Routing - Edit

Routing tab.

button.

to be modified

Date of Year Routing - Edit

Routing tab.

button.

Step 3 : Modify the

configuration

Date of Year Routing - Delete

Routing tab.

button.

to be deleted

Origin Dependent Routing

Routing tab.

button.

Step 2 : Select Origin

Dependent Routing

Step 1 : Click on Add button

Step 2 : Select Originating

Number

Step 3 : Select Originating State

Step 5 : Select Next Criteria

Step 4 : Select Originating City,

Press Ctrl key to select

multiple cities simultaneously.

Step 6 : Select Next Condition

– Terminating DN

Step 7 : Add New Row

button.

Step 8 : Select

Originating Number

and insert data in other

fields.

Step 2 : Select the

entry to be modified

Step 1 : Click on Edit button

button.

Step 1 : Select the

Terminating DN to be

modified

Step 3 : Click on Delete

button.Step 4 : Click on OK button.

Step 2 : Select the entry

to be deleted

Step 1 : Click on Delete button

PIN Management

PIN Management – This feature allows the customer to authenticate the

caller before connecting the call on toll free number.

Reduce the traffic of unwanted calls.

Dedicated service to premium customers/stake holders

Flexibility of having multiple PINs for one tollfree number

PIN Feature

Reliance NLD Network

with IN Platform

Contact Center of ABC Ltd.

agent receives call.

Employee of ABC Ltd. dials Toll

Free 18001008378 followed by 6

digit PIN - 123456

Channel Partner of ABC Ltd.

dials Toll Free 18001008378

followed by 6 digit PIN -

222444

PIN Management – Assign Length

Step 1 : Select the PIN

Management tab.

Step 3 : Click on Generate

PIN button.

Step 2 : Select Length of PIN (one time activity)

PIN Management – Generate PIN

Step 1 : Enter the number of

PINs to be generated

Step 2: Click on Generate

PIN button.

PIN Management – View PIN

Step 1 : Select the PIN

Management tab.

Step 2 : Click on View PIN button.

PIN Management – View PIN

Step 1 : Select the View option

button

Step 2 : Click on Export to Excel

button

Step 3 : Download the list in Excel

format

PIN Management – Delete PIN

Step 1 : Select the Delete

option button

Step 2 : Select the PINs to be

deleted

Step 4 : Click on OK button

Step 3 : Click on delete button

Exception List

Exception List – This feature allow or restrict specific calls to the Toll Free

Number, the calls can be categorized into White, Black and Grey List.

Allows calls to be blocked from areas where the toll free subscriber doesn’t have business operations, this ensures optimization of the telecom expenses.

Example :

Black List – Kerala & Punjab

Grey List – Kochi & Amritsar

White List – Rest of India

Calls from Kerala & Punjab shall be

blocked except from Kochi & Amritsar.

Calls from rest of India will be allowed.

Exception List - State

Step 1 : Click on Exception List tab

Step 2 : Select the Black/White/Grey feature

Step 3 : Select the State

option

Note : Either Black or White list feature can be configured at a time, both the features cannot be configured on same Subscriber ID/Tollfree number.

Black List – Add State

Step 1 : Click on Add option

Step 2 : Select the

originating number

option.

Step 3 : Select the State

Step 4 : Select the cities

to be blocked. Press Ctrl

key to select multiple cities.

configure other states.

Black List – Edit State

Step 1 : Click on Edit option

Step 2 : Select the field to

be modified.

Black List – Delete State

Step 1 : Click on Delete option

be deleted.

Exception List – Individual Number

Step 3 : Select the

Individual Number option

Black List – Add Individual Number

Step 2 : Select the Number type

Step 3 : Enter the 10 digit

number to be blocked.

Step 4: Insert new row to

configure other numbers.

Add Individual Number via Bulk Upload

Step 2 : Click on Bulk

Upload

Step 3 : Download the bulk

upload template

Step 4 : Upload the CSV

Bulk Upload – Confirmation Message

Export the file in Excel to make

corrections in the database.Only 10 digit number will be

accepted.Create the list of mobile & landline

numbers to be blocked/allowed

and upload the CSV on portal.

Black List – Edit Individual Number

be modified.

Black List – Delete Individual Number

be deleted.

Exception List - Range

Step 3 : Select the Range option

Black List – Add Range

Step 2 : Select the Number type

Step 3 : Enter the number

range to be blocked.

Step 5 : Click on SubmitStep 6 : Click on OK

Black List – Edit Range

be modified.

Black List – Delete Range

be deleted.

Step 3 : Click on Submit Step 4 : Click on OK

CDR Reports

CDR Reports – This functionality provides option to view & download the call

records of all the answered & unanswered toll free calls.

Benefits

– Missed calls are lost business, with this functionality user can get in touch with these callers to address their need.

– Reason for unsuccessful call is mentioned against each un-answered call. It will help customer to augment his trunks in case calls are getting failed because of congestion.

– Track the usage on Tollfree against each PIN/Project.

Query the CDR details (There are 3 Options available to query CDR details)

1. View online CDRs

2. Submit the Request for offline CDRs.

3. Download the CSV CDR files.

view CDRs

Step 2 : Click on ‘View CDRs’

Query CDR Details

Step 1 : Select the Start & End date.

Step 2: Click on View option.

Step 3 : Click on Submit button.

Note : CDR data of only last 60 days is

maintained on CNM portal.

Atleast once in a month, pls. download

the CDRs on your local server

View of CDRs

Click to export the data in CSV

Submit the Request for Download

Step 1 : Select the Start & End date.

Step 2: Click on Submit Request option.

Download File

Step 1: Click on ‘Request for Download’.

View Recent Saved Files

Step 1 : Click on Save button

Step 2 : Click on Open button

View Logs

Logs – This functionality provides the option to view the changes done by the

users/sub-administrators across all the features.

Benefits

– Provide exact date & time stamp of the activity

– Track the activity of all the users with their user ID

– Logs of last 6 months activity available on portal

View Logs

view logs

Step 2 : Click on ‘View Logs’ link.

Logs – Select Date Range

Step 2: Click on submit button

Step 1 : Select the date range

View Logs

Thank You

Reliance Toll Free Service Self Care Portal...Self Care Portal - CNM INDEX Confidential Slide 3 The...

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