User Guide - VodacomUser Guide Your guide to setting up your Vodacom One Net Express service Vodacom...

Vodacom One Net Express

User Guide

Your guide to setting up your Vodacom One Net Express service


Now that you have received your Vodacom One Net Express

Starter Kit, what’s the next step?

To fully understand each feature that Vodacom ZLOO�EH�FRQȣJXULQJ�IRU�\RXU�FRPSDQ\��ZH�KDYH� SURYLGHG�D�GHVFULSWLRQ�RI�HDFK��IROORZHG�E\��VLPSOH�VWHSV�WR�activate these great Vodacom One Net Express features.

2QFH�\RX�KDYH�UHDG�WKURXJK�WKH�VWHSV�� open the interactive CD found in your Vodacom One Net Express Starter Kit to access WKH�GRFXPHQWV�\RX�QHHG�WR�FRQȣJXUH�\RXU�VHUYLFH�

<RX�ZLOO�DOVR�ȣQG�LQIRUPDWLYH�YLGHR�FOLSV�WR�VKRZ�\RX�KRZ�VLPSOH�\RXU�ZRUOG�KDV�MXVW�EHFRPH��QRZ�WKDW�\RX�KDYH�Vodacom One Net Express.

Welcome to the world of Vodacom One Net Express

Thank you for choosing Vodacom One Net Express


Vodacom now provides you with two options for access to a new or existing landline telephone number within your Vodacom 2QH�1HW�([SUHVV�VROXWLRQ��SURYLGLQJ�\RX�ZLWK�FRPSUHKHQVLYH��DOO�inclusive communications:

• Geographic Number Allocation Geographic Number Allocation (GNA) is the ability to allocate a Vodacom landline telephone number to a new or existing Vodacom customer.

• Geographic Number Portability *HRJUDSKLF�1XPEHU�3RUWDELOLW\��*13��DOVR�NQRZQ�DV�)L[HG�1XPEHU�3RUWDELOLW\��DOORZV�D�FXVWRPHU�ZLWK�D�ODQGOLQH�telephone number to port from their current landline service SURYLGHU�WR�DQRWKHU��ZLWKRXW�ORVLQJ�WKHLU�ODQGOLQH�WHOHSKRQH�QXPEHU��7KLV�UHIHUV�WR�WKH�QXPEHUV��;��;��;��;��;��7KLV�H[FOXGHV��VHUYLFH�SURYLGHU�VSHFLȣF�QXPEHUV��HJ��DQG�PRELOH�QXPEHUV��Your landline telephone number will then be ported into WKH�9RGDFRP�QHWZRUN��DOORZLQJ�\RX�WR�GHDO�ZLWK�RQH�VHUYLFH�provider for all your communication needs.

The landline telephone number can then be allocated to your company to use as your main company contact number that is DGYHUWLVHG�WR�FXVWRPHUV��RU�DQ�LQGLYLGXDO�XVHU�ZLWKLQ�\RXU� Closed User Group.

Covered wherever you are

'HSHQGLQJ�RQ�ZKHUH�\RXU�RIȣFHV�DUH�EDVHG��DQ�DVVRFLDWHG�landline telephone number will be allocated. This means WKDW�\RX�PXVW�KDYH�RIȣFHV�LQ�WKH�UHJLRQ�WKDW�WKH�QXPEHU�LV�DVVRFLDWHG�ZLWK��,Q�RWKHU�ZRUGV��LI�\RXU�RIȣFHV�DUH�EDVHG�LQ�&DSH�7RZQ��\RX�ZLOO�RQO\�EH�DOORFDWHG�ZLWK��RU�EH�DEOH�WR�SRUW�� DQ��SUHȣ[HG�ODQGOLQH�WHOHSKRQH�QXPEHU�

,I�\RX�KDYH�DQ�RIȣFH�LQ�&DSH�7RZQ�DQG�'XUEDQ�\RX�FDQ�EH�DOORFDWHG�ZLWK��RU�SRUW�LQ��DQ��DQG��SUHȣ[HG�ODQGOLQH�telephone number.

One solution, one provider


One Net Express Plus Inclusive Value Out of Bundle rate (Incl. Vat)

Anytime Voice Data SMS Voice SMS Data

Small 100 ��0% �� R0.99c 5��F R1.00

Medium �� 0% �� R0.99c 5��F R1.00

You can choose from two landline telephone number price plans. The Vodacom One Net Express Plus price plans include a �*�GHVN�SKRQH�SHU�SULFH�SODQ��7KHVH�SULFH�SODQV�ZRUN�WKH�VDPH�as a cellphone contract price plan.

• The Vodacom One Net Express Plus price plans includes the following:

� Ǿ� )UHH�6,0�DQG�FRQQHFWLRQ – Landline telephone number porting

(Geographic Number Portability) cost � Ǿ� �,WHPLVHG�%LOOLQJ� Ǿ� �&/,3��&/,5

• Optional� Ǿ� �0RQWKO\�%ROW�RQ�'DWD� Ǿ� ��F�,QWHUQDWLRQDO�&DOOLQJ�VXEVFULSWLRQ�

(customer must opt in for this service) DW�DQ�DGGLWLRQDO�5��SHU�PRQWK

• The One Net Express Plus price plan will be available on a ��PRQWK�FRQWUDFW�DW�D�PRQWKO\�VXEVFULSWLRQ�IHH�DV�SHU�WKH�two rate plans called One Net Express Plus Small & Medium

ȉ� �:KHQ�DGGHG�WR�WKH�9RGDFRP�2QH�1HW�([SUHVV�VHUYLFH��HDFK�XVHU�ZLOO�UHFHLYH��2Q�1HW�9RGDFRP�2QH�1HW�([SUHVV�minutes to call other users in the Closed User Group for free

How it works – Vodacom One Net Express Plus Price Plan


As a Hunt Group Number

• A landline telephone number can be used as the main company contact number and can be configured as a Hunt Group with the Auto Attendant feature

• Hunt Group numbers will only be able to receive inbound FDOOV��QR�RXWERXQG�FDOOV��606�DQG�006�ZLOO�EH�DOORZHG��Inbound calls will be routed to the appropriate users contained in the Closed User Group

As an Individual user

ȉ� �:KHQ�XVHG�DV�DQ�LQGLYLGXDO�XVHU��\RX�ZLOO�UHFHLYH�D��*�GHVN�phone that is associated with one of the One Net Express Plus price plans

• A landline telephone number will be allocated to the �*�GHVN�SKRQH

• The landline telephone number will then be included as part RI�WKH�&ORVHG�8VHU�*URXS�DQG�UHFHLYH��2Q�1HW�9RGDFRP�2QH�1HW�([SUHVV�PLQXWHV��RYHU�DQG�DERYH�WKH�EXQGOHG�minutes included in the One Net Express Plus price plan

How it worksȉ� �5HFHLYH�WHOHSKRQH�FDOOV�RQ�\RXU�PDLQ�FRPSDQ\�QXPEHU��

ZKLFK�DUH�LQWHOOLJHQWO\�URXWHG�WR�\RXU�FHOOSKRQH�RU��*�GHVN�SKRQH�LQ�\RXU�&ORVHG�8VHU�*URXS��WKURXJK�WKH�+XQW�*URXS�IHDWXUH��VR�\RX�QHYHU�PLVV�D�EXVLQHVV�FDOO

• Advertise your landline telephone number to customers and intelligently route all calls through Auto Attendant to the relevant department

• Choose as many landline telephone numbers for Closed 8VHU�*URXS�PHPEHUV�DV�WKH�FRPSDQ\�UHTXLUHV��ZKHUHYHU�WKH�company has a physical office

• Vodacom One Net Express represents the first step to an DOO�LQ�RQH�FRPPXQLFDWLRQV�VROXWLRQ��E\�FRPELQLQJ�ODQGOLQH��cellphone and data services – enabling you to engage with your business in an efficient and professional way

ȉ� �8VH�GDWD�RQ�WKH��*�:L)L�GHVN�SKRQH�WR�FRQQHFW�XS�WR��GHYLFHV��such as tablets and PCs

Features


ȉ� �:KHQ�D�ODQGOLQH�WHOHSKRQH�QXPEHU�LV�SRUWHG��DQ\�DVVRFLDWHG�VHUYLFH�ZLWK�WKH�QXPEHU�FRXOG�EH�GLVFRQQHFWHG��VR�\RX�PD\�QHHG�WR�FKHFN�ZLWK�\RXU�FXUUHQW�VHUYLFH�SURYLGHU�LI�\RX�DUH�unsure of the affect porting will have on any service you still UHTXLUH��2QFH�WKH�SRUWLQJ�LV�FRPSOHWH��ZH�UHFRPPHQG�WKDW�you contact your previous service provider to ensure that you will no longer be billed for any of their services that you no longer require

ȉ� �,I�\RX�KDYH�DQ\�OLQNHG�QXPEHUV�DVVRFLDWHG�ZLWK�WKH�QXPEHU�you wish to port then please contact your current provider DQG�DVN�IRU�WKHVH�WR�EH�GHWDFKHG�IURP�\RXU�QXPEHU�SRUW�or cancelled. You may also port these additional lines over to Vodacom if you wish. The porting process will fail if you SRUW�D�QXPEHU�WKDW�LV�VWLOO�OLQNHG�WR�DQRWKHU�QXPEHU�WKDW�LV�QRW�EHLQJ�SRUWHG��ZKLFK�ZLOO�FDXVH�IXUWKHU�GHOD\V�IRU�\RXU�number transfer request

• Commonly broadband connections (e.g.: ADSL) are DVVRFLDWHG�ZLWK�D�SKRQH�QXPEHU��VR�WKHVH�ZLOO�EH�disconnected if the associated number is ported to a different service provider. We are only able to port active QXPEHUV��WKHUHIRUH�SOHDVH�GR�QRW�UHTXHVW�FDQFHOODWLRQ�XQWLO�the number port is complete

ȉ� �1R�VHUYLFH�SHULRG��$IWHU�WKLV�SURFHVV�LV�FRPSOHWHG��WKH�QHZ�operator will SMS you a date and time when the no service period will start

ȉ� �7KH�QR�VHUYLFH�SHULRG�LV�WKH�WLPH�WDNHQ�EHWZHHQ�GHDFWLYDWLRQ�by the original provider and activation by Vodacom

• During this time you will not be able to use any services from HLWKHU�RI�WKH�WZR�RSHUDWRUV��,Q�RWKHU�ZRUGV��\RXU�QXPEHU�ZLOO�be inactive during this period

Useful information:


Vodacom One Net Express gives you switchboard features and IXQFWLRQDOLW\�RQ�\RXU�FHOOSKRQH�DQG��*�GHVN�SKRQH��

:LWK�D�UDQJH�RI�SURIHVVLRQDO�FDOO�KDQGOLQJ�IHDWXUHV��QRW�SUHYLRXVO\�DYDLODEOH�RQ�D�FHOOSKRQH��LW�ZLOO�JLYH�\RXU�EXVLQHVV�DQ�HYHQ�PRUH�UHVSRQVLYH�LPDJH��LQFUHDVLQJ�SURGXFWLYLW\�DQG�LPSURYLQJ�EXVLQHVV�DJLOLW\��7R�KHOS�\RX�DFKLHYH�WKLV��Vodacom One Net Express provides you with the following features:

1. Hunt Group

A Hunt Group enables a group of your employees who have Vodacom One Net Express activated on their cellphones and landline telephone numbers to be contactable through a single number.

What will Vodacom One Net Express do for your business?


Feature How it works

Hunt Group behaviour

Calls to your company’s nominated Hunt Group number can ring on the users’ cellphones or landline telephone numbers within the Hunt Group in one of three ways:

Sequential (Default)

&DOOV�DUH�GHOLYHUHG�LQ�D�ȣ[HG�RUGHU�DOZD\V�VWDUWLQJ�ZLWK�WKH�ȣUVW�XVHU�LQ�WKH�+XQW�*URXS��,I�WKH�ȣUVW�XVHU�LV�QRW�DYDLODEOH��WKH�call will jump to the next user’s cellphone or landline telephone number in the Hunt Group.

Parallel

7KH�ȣUVW��FHOOSKRQHV�RU�ODQGOLQH�WHOHSKRQH�QXPEHUV�LQ�WKH�+XQW�*URXS�ULQJ�DW�WKH�VDPH�WLPH��7KH�XVHU�WKDW�LV�IUHH�ZLOO�DQVZHU�WKH�FDOO��,I�DOO��XVHUV�GR�QRW�DQVZHU��WKH�V\VWHP�ULQJV�WKURXJK�WKH�UHPDLQGHU�RI�WKH�XVHUV�LQ�WKH�+XQW�*URXS�LQ�Sequential mode.

Circular

&DOOV�DUH�GHOLYHUHG�LQ�D�ȣ[HG�RUGHU��VWDUWLQJ�ZLWK�WKH�QH[W�DYDLODEOH�XVHU�RQ�WKH�OLVW��,Q�&LUFXODU�ULQJLQJ��FDOOV�DUH�HYHQO\�distributed between the users.

Multiple Hunt Groups 8S�WR��+XQW�*URXSV�Ǿ�HDFK�ZLWK�WKHLU�RZQ�FRQWDFW�QXPEHU�Ǿ�FDQ�EH�FRQȣJXUHG�XQLTXHO\�LQ�WHUPV�RI�ZKLFK�XVHUV�IRUP�SDUW�of the Hunt Group.

Call Queuing in a Hunt Group &DOO�4XHXLQJ�SXWV�LQFRPLQJ�FDOOV�WR�D�+XQW�*URXS�LQWR�D�TXHXH�ZKHQ�DOO�XVHUVȂ�QXPEHUV�DUH�EXV\��$V�VRRQ�DV�D�XVHU�LV�IUHH��calls are sent from the queue to that cellphone or landline telephone number.

$�SUHVHW�WLPH�WKDW�D�FDOO�UHPDLQV�LQ�WKH�TXHXH�FDQ�EH�DFWLYDWHG��$IWHU�WKH�SUHVHW�WLPH��WKH�FDOO�ZLOO�EH�UHGLUHFWHG�WR�YRLFHPDLO�or another predetermined number of your choice.

Voicemail in Hunt Group ,I�D�FDOO�LV�QRW�DQVZHUHG�ZKHQ�WKH�KXQWLQJ�VHTXHQFH�KDV�FRPSOHWHG��L�H��QR�RQH�ZDV�DYDLODEOH�WR�DQVZHU�WKH�FDOO��WKH�incoming caller will be sent to the voicemail of a nominated user in your company.


2. Auto Attendant

Auto Attendant is an interactive voice prompt menu that allows your incoming callers to select a department or individual that WKH\�ZRXOG�OLNH�WR�VSHDN�WR�WKURXJK�GHȣQHG�YRLFH�SURPSWVȊ� so your calls are always answered in the most professional way. )RU�H[DPSOH��Ȅ3UHVV��IRU�6DOHV��3UHVV��IRU�)LQDQFHȅ�

Auto Attendant is an optional feature and does not have to be activated.

The activation of Auto Attendant reduces the maximum number RI�+XQW�*URXSV�WR��

,I�\RX�GHFLGH�WR�XVH�$XWR�$WWHQGDQW��\RX�ZLOO�DVVLJQ�D�+XQW�Group number to the service which ideally would be the main number you communicate to customers.


Step 1: What do you need?

Have the following information at hand to

correctly set up your required features:

1. Hunt Group set up

� ȉ� �+RZ�PDQ\�+XQW�*URXSV�\RX�ZRXOG�OLNH�WR�VHW�XS�DQG�D�QDPH�IRU�HDFK��H�J��6DOHV�+XQW�*URXS��2UGHUV�+XQW�*URXS�HWF

• A list of all the Vodacom One Net Express users’ cellphone numbers and landline telephone numbers that you would OLNH�WR�DGG�WR�\RXU�+XQW�*URXS�V�

� ȉ� �+RZ�\RX�ZRXOG�OLNH�LQFRPLQJ�FDOOV�WR�\RXU�+XQW�*URXS�V��WR�ULQJ�RQ�XVHUVȂ�FHOOSKRQHV�DQG�ODQGOLQH�WHOHSKRQH�QXPEHUV��L�H��6HTXHQWLDO��3DUDOOHO�RU�&LUFXODU�Ǿ�LW�LV�LPSRUWDQW�WR�GHFLGH�WKH�RUGHU�LQ�ZKLFK�QXPEHUV�DUH�OLVWHG��GHSHQGLQJ�RQ�KRZ�\RX�VHW�up Hunt Group ringing behaviour

• Which cellphone/landline telephone number will be allocated for voicemail messages

2. Auto Attendant set up (optional)

• Which Hunt Group should Auto Attendant EH�FRQȣJXUHG�RQ

• The name of your Auto Attendant service. It is recommended that you use your company name

� ȉ� �7KH�ZHOFRPH�PHVVDJH�DQG�RXW�RI�RIȣFH�PHVVDJH�customers will hear when calling

� ȉ� �7KH�VHW�RI�YRLFH�SURPSWV�\RX�ZRXOG�OLNH�WR�VHW�XS��H�J��ȁ3UHVV��IRU�6DOHV��3UHVV��IRU�)LQDQFHȂ��$�PD[LPXP�RI��YRLFH�SURPSWV�FDQ�EH�FRQȣJXUHG

3. Porting of a cellphone/landline telephone number

(if required)

• If you are porting your existing cellphone number or landline telephone number from another service provider WR�9RGDFRP��D�0RELOH�3RUWLQJ�)RUP�DQG�RU�*HRJUDSKLF�1XPEHU�3RUWLQJ�)RUP�ZLOO�QHHG�WR�EH�FRPSOHWHG

Taking steps towards success


Step 2: Send us your information

:H�NQRZ�\RXU�WLPH�LV�YDOXDEOH��VR�ZHȂYH�LQFOXGHG�D�6HW�8S�5HTXLUHPHQWV�/LVW��ZKLFK�LV�IRXQG�RQ�\RXU�LQWHUDFWLYH�&'�

The list provides you with all the information fields that Vodacom will need to set up your Vodacom One Net Express service. $FFXUDF\�RI�LQIRUPDWLRQ�VXSSOLHG�ZLOO�HQVXUH�D�TXLFN�DQG�HDV\�SURYLVLRQLQJ�RI�\RXU�9RGDFRP�2QH�1HW�([SUHVV�VHUYLFH��)LOO�RXW�only the sections you require for your service.

�� &RPSOHWH�WKH�6HW�8S�5HTXLUHPHQWV�/LVW��IRXQG�RQ�\RXU�LQWHUDFWLYH�&'��ZLWK�DOO�WKH�LQIRUPDWLRQ�WKDW�\RX�KDYH�gathered in Step 1.

�� 6HQG�\RXU�FRPSOHWHG�OLVW�WR�\RXU�6DOHV�&RQVXOWDQW�DW�WKH�RXWOHW�where you activated the Vodacom One Net Express service.

�� (QVXUH�WKDW�WKH�6DOHV�&RQVXOWDQW�SURYLGHV�\RX�ZLWK�\RXU�XQLTXH�9RGDFRP�2QH�1HW�([SUHVV�UHIHUHQFH�QXPEHU��ZKLFK�you will need to quote when contacting the Service Support Team for future changes.

To help you complete the Set Up Requirements List DQG�WR�NQRZ�ZKLFK�VHFWLRQV�WR�ILOO�RXW�RQ�WKH�OLVW��ZHȂYH�included two examples of how you can set up your Vodacom One Net Express service.

Taking steps towards success (cont’d)


Scenario 1You run a plumbing company and you and \RXU�HPSOR\HHV�DUH�DOZD\V�RXW�RQ�WKH�URDG��DWWHQGLQJ�WR�VHUYLFH�FDOOV��ZKLFK�PHDQV�WKHUH�isn’t always someone available to receive calls ZKHQ�\RXȂUH�RXW�RI�WKH�RIȣFH�

In order to ensure you don’t miss a business RSSRUWXQLW\��\RX�ZDQW�one number that customers can call your company on and which will reach all your employees. When customers FDOO�WKLV�QXPEHU��\RX�RU�RQH�RI�\RXU�HPSOR\HHV�DUH�JXDUDQWHHG�WR�SLFN�XS�WKH�FDOO��EHFDXVH�\RX�are all part of your company’s Hunt Group.

This is the number you will advertise to customers as your Company Number.

1RZ�WKH�TXHVWLRQ�LV�ZKR�DQVZHUV�WKH�FDOO�ȥUVW"�7KHUH�DUH�WKUHH�ZD\V�LQ�ZKLFK�FDOOV�FDQ�EH�KDQGOHG�

$Q�LQFRPLQJ�FDOO�ZLOO�ULQJ�RQ�WKH�ȣUVW��FHOOSKRQHV��ODQGOLQH�WHOHSKRQH�QXPEHUV�WKDW�DUH�SDUW�RI�WKH�+XQW�*URXS��7KH�ȣUVW�SHUVRQ�WR�DQVZHU�ZLOO�WDNH�WKH�FDOO�DQG�WKH� other phones will stop ringing – this is called Parallel Ringing.

An incoming call will ring on your cellphone or landline telephone number. ,I�\RX�GRQȂW�DQVZHU��WKH�FDOO�ZLOO�EH�URXWHG�WR�the next number that is in your Hunt Group. ,I�WKH\�GRQȂW�DQVZHU��WKH�FDOO�ZLOO�PRYH�WR�WKH�QH[W�PHPEHU�LQ�\RXU�+XQW�*URXS��until the call is answered – this is called Sequential Ringing (default setting).

The user that is free will answer the call

1

Parallel Ringing

)L[HG�RUGHU�Ǿ� always starts with WKH�ȣUVW�XVHU

start

2

3

1

4

Sequential Ringing


,I�\RX�ZRXOG�OLNH�WR�XVH�6HTXHQWLDO�RU�&LUFXODU�ULQJLQJ��LW�LV�LPSRUWDQW�WR�OLVW�WKH�FHOOSKRQH�or landline telephone numbers of your employees in the particular order that you ZRXOG�OLNH�WKH�FDOOV�WR�EH�URXWHG�LQ�WKH�Set Up Requirements List.

If the call is not answered by anyone in the +XQW�*URXS��WKH�FDOO�ZLOO�EH�URXWHG�WR�WKH�voicemail of one of the cellphone/landline telephone numbers in your Hunt Group that you have decided on.

An incoming call will ring on your cellphone /ODQGOLQH�WHOHSKRQH�QXPEHU��DQG�\RX�DQVZHU the call. The next incoming call will intelligently VNLS�\RXU�QXPEHU�DQG�PRYH�WR�WKH�QH[W�QXPEHU�in the order that you have set up – this is called Circular Ringing.

What to complete on the Set Up

Requirements List:

Section BDecide how you want incoming calls to be KDQGOHG��L�H��6HTXHQWLDO��3DUDOOHO�RU�&LUFXODU�

5LQJLQJ�Ǿ�WLFN�\RXU�RSWLRQ�XQGHU�+XQW�*URXS��

Section AAdd the names and cellphone/landline

WHOHSKRQH�QXPEHUV�LQ�WKH�+XQW�*URXS��ER[��LQ�WKH�VSHFLȣF�RUGHU�WKDW�\RX�ZRXOG�OLNH�D�FDOO�

to be answered

Section C,QGLFDWH�\RXU�ZRUNLQJ�KRXUV

Section D Indicate the cellphone/landline telephone

number that should be used to receive voicemail messages – this is a number in your

Hunt Group that you have nominated

127(��,I�\RX�ZRXOG�OLNH�FDOOV�WR�EH�URXWHG�WR�VSHFLȣF�SHRSOH�LQ�\RXU�FRPSDQ\��UHIHU�WR�6FHQDULR��IRU�PRUH�LQIRUPDWLRQ�RQ�KRZ�$XWR�$WWHQGDQW�ZRUNV�

Circular Ringing

Calls are evenly distributed between the users


Scenario 2You run a catering company and your employees are responsible for different areas of the business.

��-RKQ��6DOO\�DQG�9X\R�WDNH�FDWHULQJ�RUGHUV�

��1KODQKOD�DQG�0LFKHOOH�WDNH�FDUH�RI�LQYRLFLQJ�DQG�SD\PHQWV�LQ�)LQDQFH�

��9X\R�DQG�6DOO\�DUH�UHVSRQVLEOH�IRU�WDNLQJ�FDOOV�IURP�FXVWRPHUV�who are following up on their orders.

,Q�WKH�VHW�XS�RI�\RXU�9RGDFRP�2QH�1HW�([SUHVV�VHUYLFH��D�+XQW�Group number will be assigned to your Auto Attendant service. This can be used as your Company number that you advertise to FXVWRPHUV��XVLQJ�D�FHOOSKRQH�RU�ODQGOLQH�WHOHSKRQH�QXPEHU�

:KHQ�D�FXVWRPHU�FDOOV�\RXU�FRPSDQ\�QXPEHU��WKH\�ZLOO�EH�greeted by the Auto Attendant message that you have set up. 7KLV�LV�D�JUHHWLQJ�RI�\RXU�FKRLFH��OLNH�Ȅ:HOFRPH�WR�,PDJLQH�&DWHULQJ�6HUYLFHV��:H�WXUQ�\RXU�LGHDV�LQWR�FDWHULQJ�H[FHOOHQFHȅ�

$IWHU�WKH�FXVWRPHU�KDV�KHDUG�WKH�$XWR�$WWHQGDQW�JUHHWLQJ��they will be presented with options that you have set up in DFFRUGDQFH�ZLWK�\RXU�FRPSDQ\ȂV�VWUXFWXUH��VXFK�DV�

Press 1 To place an order

Press 2 To follow up on payments

Press 3 To follow up on an order

Selecting one of the options above will route the customer WR�WKH�FRUUHFW�SHRSOH�LQ�\RXU�FRPSDQ\��,Q�RUGHU�WR�GR�WKLV��a Hunt Group will need to be set up for each area of the business.

6R��ZKHQ�VHWWLQJ�XS�\RXU�VHUYLFH��\RX�ZLOO�KDYH��+XQW�*URXSV�with cellphone/landline telephone numbers connected to each Hunt Group according to your requirements. In the case of ,PDJLQH�&DWHULQJ��WKH�VHW�XS�ZLOO�EH�DV�IROORZV�

Active: Auto Attendant

Hunt Group 1: Orders: 6DOO\��-RKQ�DQG�9X\RȂV�FHOOSKRQH� and/or landline telephone numbers will be added to this Hunt Group.

Hunt Group 2: Payments: Nhlanhla and Michelle’s cellphone and/or landline telephone numbers will be added to this Hunt Group.

Hunt Group 3: Follow Up: Vuyo and Sally’s cellphone and/or landline telephone numbers will be added to this Hunt Group.


%HFDXVH�D�ORW�RI�FXVWRPHUV�FDOO�WR�IROORZ�XS�RQ�WKHLU�RUGHUV��6DOO\�DQG�9X\R�KDYH�EHHQ�DGGHG�WR�WKH�)ROORZ�8S�+XQW�*URXS��6LPLODUO\��EXVLQHVV�LV�ERRPLQJ��VR�-RKQ��6DOO\�DQG�9X\R�DOO�WDNH�RUGHUV�IURP�customers as well.

,Q�WKLV�VLWXDWLRQ��LW�LV�LPSRUWDQW�WR�FKRRVH�WKH�ULQJLQJ�RUGHU�WKDW�ZRUNV�EHVW�IRU�HDFK�GHSDUWPHQW��IRU�H[DPSOH�

%HFDXVH�6DOO\�DQG�9X\R�DOVR�DWWHQG�WR�IROORZ�XSV�RQ�RUGHUV��when a customer selects Option 1 from the Auto Attendant PHQX��-RKQ�VKRXOG�UHFHLYH�WKH�FDOO�ȣUVW��,I�-RKQ�LV�RQ�D�FDOO�DOUHDG\��WKH�FDOO�FDQ�WKHQ�EH�URXWHG�WR�6DOO\��,I�6DOO\�LV�DOVR�EXV\��9X\R�FDQ�WKHQ�WDNH�WKH�FDOO�Ǿ�WKLV�ZLOO�EH�DQ�H[DPSOH�RI�Sequential Ringing.

When completing the Set Up Requirements List, be sure to list WKHLU�FHOOSKRQH��ODQGOLQH�WHOHSKRQH�QXPEHUV�LQ�WKLV�RUGHU��WR�ensure that the incoming call is routed in this manner.

(DFK�+XQW�*URXS�FDQ�KDQGOH�FDOOV�GLIIHUHQWO\��DFFRUGLQJ�WR�\RXU�SUHIHUHQFH��ZKHWKHU�LW�LV�Sequential, Parallel or

Circular ringing.

Scenario 2 (cont’d)


How it works:

Hunt Group 2

3UHVV��L�H��3D\PHQWV�Circular: Calls are evenly

distributed between the users

Nhlanhla Michelle

Hunt Group 3

3UHVV��L�H��)ROORZ�8S�Parallel: The user that

is free will answer the call

1

Sally Vuyo

Hunt Group 1

Press 1 (i.e. Orders)Sequential:�)L[HG�RUGHU��DOZD\V�

VWDUWV�ZLWK�WKH�ȣUVW�XVHU

start1John

Sally

2

Vuyo

3

Auto Attendant


What to complete on the Set Up Requirements List for Scenario 2:

Section AAdd the names and cellphone/landline telephone numbers

LQ�WKH�VSHFLȣF�RUGHU�WKDW�\RX�ZRXOG�OLNH�D�FDOO�WR�EH�DQVZHUHG�IRU�+XQW�*URXSV��DQG��

Section CIndicate your ZRUNLQJ�KRXUV

Section BDecide how you want incoming calls to be handled IRU�+XQW�*URXSV��DQG��L�H��6HTXHQWLDO��3DUDOOHO�

RU�&LUFXODU�5LQJLQJ�Ǿ�WLFN�\RXU�RSWLRQ�XQGHU� +XQW�*URXS��DQG��

Section FAdd the options that a customer can select to be routed to the correct department or person

Section DIndicate the cellphone /landline telephone number that should be used to receive voicemail messages – this is a

cellphone/landline telephone number of any employee in \RXU�FRPSDQ\�WKDW�\RX�KDYH�QRPLQDWHG��LI�QR�RQH�LQ�\RXU�

company is able to answer an incoming call

Section ESelect Auto Attendant and add your welcome message that FXVWRPHUV�ZLOO�KHDU�ZKHQ�FDOOLQJ�\RXU�FRPSDQ\�QXPEHU��

DV�ZHOO�DV�\RXU�RXW�RI�RIȣFH�PHVVDJH


7KHVH�)HDWXUH�$FFHVV�&RGHV��)$&V��PDNH�LW�VLPSOH�WR�ORJ�RQ�or log off of a Hunt Group directly from your cellphone or �*�GHVN�SKRQH�

Hunt Group for Vodacom One Net Express users

Hunt Group/Call Queue Feature Access Code

Log on to a specific Hunt Group or Call Queue.

Use the Hunt Group number of the specific Hunt Group/Call Queue that \RX�ZRXOG�OLNH�WR�ORJ�RQ�WR�

� KXQWJURXSQXPEHU �

Log on to all Hunt Groups/Call Queues in your company. � �

Log off to a specific Hunt Group or Call Queue.

Use the Hunt Group number of the specific Hunt Group/Call Queue that \RX�ZRXOG�OLNH�WR�ORJ�RII�RI�

� KXQWJURXSQXPEHU �

Log off from all Hunt Groups/Call Queues in your company. � �

6R��LI�\RX�DUH�JRLQJ�RQ�D�ZHOO�GHVHUYHG�KROLGD\�RU�DQ�RYHUVHDV�EXVLQHVV�WULS��VLPSO\�VHQG�RQH�RI�WKH�DERYH�/RJ�2II�FRGHV�DQG�leave the rest to your employees and Vodacom One Net Express. $QG�ZKHQ�\RXȂUH�EDFN��GLDO�WKH�/RJ�2Q�XVHU�FRGH�WR�MRLQ�WKH�Hunt Group again. Your employees will use the same codes to log on and off of the Hunt Groups that they are a part of.

,I�URDPLQJ��\RX�ZLOO�QHHG�WR�VHQG�\RXU�UHTXLUHG�/RJ�2II�FRGH�before departing.

Useful Tips


Step 3: Stay close to your phone

Once Customer Service Support has received your Requirements /LVW��WKH\�ZLOO�FRQWDFW�\RX�ZLWKLQ��KRXUV�WR�FRQȣUP�WKH�FRQȣJXUDWLRQ�RI�\RXU�9RGDFRP�2QH�1HW�([SUHVV�VHUYLFH�

Step 4: What your employees can expect

Now that you have set up your Vodacom One Net Express VHUYLFH��LWȂV�LPSRUWDQW�WR�JLYH�\RXU�HPSOR\HHV�WKH�WRS�WLSV�WR�XVH�the service to its fullest:

1. Each employee who has been activated as a 9RGDFRP�2QH�1HW�([SUHVV�XVHU�ZLOO�UHFHLYH��2QH�1HW�PLQXWHV��RQ�QHW��ZKLFK�ZLOO�EH�XVHG�WR�FDOO�PHPEHUV�RI�\RXU�company on the Vodacom One Net Express service. When FDOOLQJ�D�QXPEHU�RXWVLGH�RI�\RXU�FRPSDQ\��WKH\�ZLOO�PDNH�use of their private minutes on their price plan.

�� :KDW�+XQW�*URXSV�\RX�KDYH�FUHDWHG�DQG�ZKR�LV�SDUW�RI�HDFK�Hunt Group.

�� ([SODLQ�ZKDW�LW�PHDQV�QRZ�WKDW�WKH\�DUH�SDUW�RI�WKH�+XQW�*URXS�Ǿ�ZKDW�DUH�WKH�EHQHȣWV�DQG�ZKDW�FDQ�WKH\�H[SHFW�

�� 3URYLGH�\RXU�HPSOR\HHV�ZLWK�WKH�+XQW�*URXS�QXPEHUV�WR�VDYH�WR�WKHLU�FHOOSKRQHV�XQGHU�YDOLG�QDPHV��L�H��6DOHV�+XQW�*URXS�RU�)LQDQFH�+XQW�*URXS��VR�WKDW�WKH\�ZLOO�NQRZ�KRZ�WR�respond to incoming calls.

�� 3URYLGH�WKHP�ZLWK�WKH�/RJ�2Q�/RJ�2II�FRGHV�IRU�WKHP�WR�ORJ�RQ�RU�RII�IURP�WKH�+XQW�*URXS�V��VKRXOG�WKH\�QRW�EH�DYDLODEOH��L�H��JR�RQ�KROLGD\��VLFN�OHDYH��HWF�

Step 5: Never miss another business

call again

Start using your Vodacom One Net Express features – it’s that simple.

Taking steps towards success (cont’d)


Do I need to complete the Set Up Requirements List or

should each of my employees complete the list for them to

be added to the Hunt Group?

1R��RQO\�\RX�DV�WKH�EXVLQHVV�RZQHU�ZLOO�QHHG�WR�FRPSOHWH�DQG�send the list through to your Sales Consultant at the outlet where you activated the Vodacom One Net Express service. It is important that you receive the approval from each employee to be assigned to the Vodacom One Net Express service.

What is my unique VodacomOne Net Express reference

QXPEHU�DQG�ZKHUH�GR�,�ȥQG�LW"

7KLV�LV�D��GLJLW�QXPEHU�ZKLFK�ORRNV�OLNH�D�FHOOSKRQH�QXPEHU�EXW�LV�RQO\�XVHG�IRU�LGHQWLȣFDWLRQ�RI�\RXU�9RGDFRP�2QH�1HW�Express service.

Your unique Vodacom One Net Express reference number will be provided to you by your Sales Consultant at the outlet where you activated your service. Your unique Vodacom One Net Express reference number is the number that the Customer Service Support team will use to identify your account. You will need to quote this number on your Set Up Requirements List and any further enquiries/calls made to the Customer Service Support team.

Do I have to set up Auto Attendant and what does it do?

Auto Attendant can be set up according to your requirements.

Auto Attendant is an automated answering system that is set up when a customer calls your company number.

It gives your customer a professional greeting and options to FKRRVH�IURP��IRU�H[DPSOH�Ȅ:HOFRPH�WR�;<=�&RPSDQ\��RXU�EXVLQHVV�KRXUV�DUH�IURP��Ǿ��)RU�6DOHV�3UHVV��IRU�)LQDQFH�3UHVV��ȅ

,Q�FRQMXQFWLRQ�ZLWK�\RXU�+XQW�*URXSV��$XWR�$WWHQGDQW�ZLOO�KHOS�\RXU�FXVWRPHU�WR�JHW�WKURXJK�WR�WKH�ULJKW�SHUVRQ�WKH�ȣUVW�WLPH��ZLWKRXW�KDYLQJ�WR�JR�EDFN�DQG�IRUWK�WU\LQJ�WR�ȣQG�WKH�ULJKW�SHUVRQ�WR�VSHDN�WR�

Auto Attendant is not mandatory but can add great value to your customer’s experience with your company.

Frequently Asked Questions


Frequently Asked Questions: (cont’d)Can I create my own Auto Attendant voice prompts?

Yes – you are able to provide your own options. Auto Attendant ZRUNV�RQ�7H[W�7R�6SHHFK��DQG�FRQYHUWV�WH[W�LQWR�(QJOLVK�RQO\�

A maximum of 9 options can be created.

How many Hunt Groups can I set up and can I add my

employees to more than one Hunt Group?

<RX�FDQ�FUHDWH�XS�WR��+XQW�*URXSV��,I�\RX�DFWLYDWH�WKH�$XWR�$WWHQGDQW�VHUYLFH��WKH�QXPEHU�RI�DYDLODEOH�+XQW�*URXSV�ZLOO�EH�UHGXFHG�WR��$�XVHU�FDQ�EH�DGGHG�WR�RQH�RU�PRUH�+XQW�*URXSV�

How do I know if my employee’s Vodacom One Net Express

service has been activated on their cellphone?

$Q�HPSOR\HH�FDQ�FKHFN�WKHLU�DYDLODEOH�PLQXWHV�EDODQFH�YLD�the USSD menu by dialling *111# and selecting the applicable option.

7KHLU�PLQXWHV�EDODQFH�ZLOO�UHȤHFW�WKHLU�H[LVWLQJ�SULFH�SODQȂV�DYDLODEOH�PLQXWHV�LQFOXGLQJ��2QH�1HW�PLQXWHV�DGGHG�WR�WKH�balance.

These additional minutes are the One Net minutes a user will PDNH�XVH�RI�WR�FDOO�RWKHU�XVHUV�ZLWKLQ�\RXU�9RGDFRP�2QH�1HW�Express Closed User Group.

How are calls made outside the Vodacom One Net Express

service charged?

Calls made to a cellphone or landline telephone number outside of your Vodacom One Net Express service will be FKDUJHG�WR�\RXU�H[LVWLQJ�SULFH�SODQ��DQG�ZLOO�QRW�EH�GHGXFWHG�IURP�\RXU��2QH�1HW�PLQXWH�EXQGOH��RQ�QHW��DSSOLFDEOH�WR�the Vodacom One Net Express service.

How do I add/remove someone from my

Vodacom One Net Express service?

To permanently remove a member from your 9RGDFRP�2QH�1HW�([SUHVV�VHUYLFH��VLPSO\�FDOO�WKH�Vodacom One Net Express Customer Service Support team on 082 1930.


Frequently Asked Questions: (cont’d)Does Vodacom One Net Express work when I am roaming?

1R��9RGDFRP�2QH�1HW�([SUHVV�RQO\�ZRUNV�LQ�6RXWK�$IULFD�

What happens if the Vodacom cellular network experiences

WHFKQLFDO�GLIȥFXOWLHV"�

2XU�ZRUOG�FODVV�FRUH�QHWZRUN�LV�UHVLOLHQW�DQG�KDV�WKH�QHFHVVDU\�Service Level Agreements and restoration in place to support the Vodacom One Net Express service.

My contract with my current landline service provider

has not yet expired. Can I still port my landline telephone

number?

<HV��EXW�\RXU�FRQWUDFW�ZLWK�\RXU�FXUUHQW�VHUYLFH�SURYLGHU�ZLOO�QRW�be automatically cancelled. Your current provider is still entitled to any money owed on the contract. You will have to continue to pay your monthly subscription until the end of the contract SHULRG�RU�SD\�D�FDQFHOODWLRQ�IHH�WR�HQG�WKH�FRQWUDFW��GHSHQGLQJ�on your contract with your current provider

8QGHU�ZKLFK�FLUFXPVWDQFHV�DP�,�127�DOORZHG�WR�SRUW�P\�landline telephone number?

You may not port your landline telephone number if:

• You have ported the same telephone number(s) within the last two months

ȉ� �<RXU�WHOHSKRQH�VHUYLFH�KDV�EHHQ�ȄVXVSHQGHGȅ�E\�\RXU�FXUUHQW�SURYLGHU�IURP�PDNLQJ�RU�UHFHLYLQJ�FDOOV��EHFDXVH�\RX�have not paid your bill

ȉ� �<RXU�QXPEHU�LV�QRW�DOORZHG�WR�EH�SRUWHG��H�J��7ROO�IUHH�QXPEHU�RU�D�QRQ�JHRJUDSKLF�QXPEHU

• You are not the legitimate owner of the telephone number(s)

• You are not allowed to request porting to change to another service provider while your initial porting request is still in progress

How long will it take to port?

8S�WR��ZRUNLQJ�GD\V��H[FOXGLQJ�SXEOLF�KROLGD\V�DQG�ZHHNHQGV��Your current service will not be interrupted whilst the port request is being processed.


Always ready to help with Vodacom One Net Express

:H�DUH�DOZD\V�UHDG\�WR�KHOS��VR�LI�\RX�KDYH�DQ\�TXHVWLRQV��SOHDVH�FRQWDFW�WKH� dedicated Vodacom One Net Express Customer Service Support Team on 082 1930

Mon – Fri: 07:00 – 19:00

Sat: 08:00 – 17:00

Sun: 08:00 – 13:00

© Vodacom Group 2011. Vodacom and the Vodacom logos are trademarks of the Vodafone Group. Other product

and company names mentioned herein may be the trademarks of their respective owners. While Vodacom

makes every effort to ensure that the enclosed information is correct at time of print, Vodacom cannot be held

responsible for any cost, loss and/or damage that may arise as a result of misprints, incorrect information and/or

any changes. E&OE (Errors and Omissions Excepted). DATE ISSUED: May 2013

User Guide - VodacomUser Guide Your guide to setting up your Vodacom One Net Express service Vodacom...

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Transcript of User Guide - VodacomUser Guide Your guide to setting up your Vodacom One Net Express service Vodacom...