Overview
All You Need To Know
- What do I need to access the MTN Call Assist Service?
In order to use the service, you will need;
- Mobile phones with MTN lines.
- Internet connection and web browser to access the web portal for user administration.
- Recording of voice prompts for the Call Assist service. (OPTIONAL)
- How do I logon to my self-administration web portal?
Logging into the self-administration web portal is easily accomplished. During the online purchase process your username and password will be created and a service link will be sent to you once activted. When you click on the service link, a login page appears where you will be required to issue your user name and password to access the portal.
- How does the customer know username and password?
The username and password will be created by the to the customer during the registration process while purchasing the service
- What type of voice prompts can be setup on my Call Assist Service?
Customer will be able to configure the following voice prompts;
- Greeting e.g. “Welcome to XYZ Limited”
- Menu. E.g. Press 1 for HR, Press 2 for Finance, Press 3 for Support, Press 4 for enquiries on how to make payment or hold for the operator
- Music On Hold. This is the music that plays when the system is carrying out a function like dialing an extension. This is to be provided by the customer
- Prompt to play. This voice message plays anytime you dial a particular number. For example, “Press 1 for enquiries on how to make payment”. When the customer dials 1, the prompt on how to pay then plays back
- How do I get recording of the voice prompt for my Call Assist Service?
Customers can set up their voice prompts themselves using the self-administration portal or MTN can set up your Call Assist service with generic prompts which customer can later change using the self-administration portal
- What are the specifications for the voice prompt audio file?
The system supports all audio file types (mp3, wav, wma etc.). The file size is capped at 500 KB.
- What is the maximum duration of audio that can be used as greeting?
30 seconds. A typical MP3 file recording with 128 bit sampling will provide duration of 30 seconds
- Can Call Assist be used with Toll Free number?
Yes, this is possible as long as the toll free number is a GSM number.
- How do I pay for the service?
The payment methods available now are by ATM card online, airtime and cheque.
Deductions are made via the Master number registered with the service by the company wherefrom the setup and subscription fees for all staff in the company will be charged.
- Can I increase the number of extensions or departments at any time during the month?
Yes! Customer admin will be able to delete and add Extensions and Departments by themselves during the month of subscription via the self-service portal. However, during the month of subscription, Extensions and Departments that are added or deleted by the customer shall be calculated with the current monthly bill and presented as the new monthly bill for payment on the day of service renewal. There shall be no proration of additions of Extensions and Departments.
- I don’t want to increase the number of extensions or department; I just want to change an existing number or department name?
Yes, you can change a number or department name anytime during the month of subscription.
For number change, all customer need to do is to make the request via the Account Partner or send email via[email protected]and the change shall be made promptly by our Call Assist support team.
For Department change, customer can easily change it themselves on the self-administration portal online
- Can customer choose to auto renew the service?
Yes. This is achievable via the self-service portal for only airtime payment method. Where customer opts for auto-renewal with airtime payment at point of service activation and desires to add or delete Extensions and Departments, customer shall be required to login to the portal to add or delete Extensions or Departments during the month of subscription to enable the system calculate the new monthly bill which shall reflect during auto renewal of the service at the next billing cycle.
- Can customer choose to opt out of auto renewal of the service?
Yes. This is achievable via the self-service portal.
- Do I have to contact MTN every time I want to make changes to the Call Assist settings?
No! You will be able to change all key settings, such as modifying hunt lists or voice prompts, within your own Call Assist easily over the internet through the self-administration portal. We recommend that a designated staff in your company serves as the Customer Administrator to do this.
- Who is it for?
MTN Call Assist is targeted at SMEs and home offices that require easy reach to staff of the company and access to functionalities of a PBX without need to invest capital in acquiring the hardware or licenses or support.
- Is MTN Call Assist a prepaid or postpaid service?
MTN Call Assist is currently available as a prepaid service.
- Can I pay at any MTN Walk-in Centers?
Not at the moment. This payment method shall be implemented very soon.
- How does the customer order for the service?
The customer can place order and make payment online or order through an Account Partner
- How long does it take to fulfil an order?
Once order and payment is made online with your ATM card or airtime, the order is automatically fulfilled online and customer shall be sent an email containing details of the service in addition to the Company Virtual Number (CVN), service URL along with the username and password.
- How can I activate the service by making a cheque payment?
The service can be activated via cheque payment when order is placed through the Account Partner. Once the amount is agreed and cheque payment is made, the customer shall be required to send copy of the deposit slip to the Account Partner. Once the cheque yields value in MTN’s account, the Account Partner then credits the airtime of the customer’s master account wherefrom the payment will be taken during online activation. Account Partner may also assist the customer to setup his/ her account online.
- How is payment calculated for the service?
For example, if the customer subscribes 3 departments and 10 staff to Call Assist, then the following amount will be charged from the master number;
Call Assist => N2,500 (for the first two departments and 2 free extensions) + N1,000 (for the additional department) + N5,600 (7 lines x N800) = N9,100
This means N9,100 will be deducted from the master number during service activation and renewal
- How does the customer recharge his account?
Five days before subscription expiration, customer will be sent SMS every day advising for payment to be made. The customer is expected to make payment by funding their master number via ATM card online, VTU or cheque to their Account Partners who will then help to credit their air time. This should be done before the expiration date to prevent service suspension. Once the airtime is credited, the payment will be automatically deducted from the master number’s airtime and validity of the subscription will be extended accordingly.
- How can I recharge large sums on my mobile airtime to pay for the MTN Call Assist Service?
You can use Quickteller by visitingwww.quickteller.com. Quickteller enables you to recharge your mobile airtime using your ATM card. To recharge large sums of money online at Quickteller, please follow the steps below first;
- Go to the nearest ATM, and insert your ATM card
- Select the ‘Quickteller’ option from the ATM menu screen
- Select ‘Pay Bills’
- Select ‘Others’
- Enter ‘322222” as the Payment Code
- Enter your phone number as the Customer Reference Number
- Follow the prompts to complete the transaction.
- Service costsN1.
- How many concurrent calls can be received per Call Assist service?
The number of concurrent calls is equal to the number of users configured per Call Assist service.
- Can I combine SME CUG and the Call Assist services?
Yes. The customer can subscribe to the SME CUG service independent of the Call Assist service. Customer can also subscribe and enjoy the benefit of both services at the same time. This is enriches the offering of the Call Assist when it is combined with SME CUG service. However, when combined, the services are charged and subscription managed independently of each other.
- How many departments can be configured per Call Assist account?
You can configure a minimum of 2 and maximum of 10 departments, that is, from 0 to 9.
- How do my customers contact me when I subscribe to the Call Assist service?
Your customers will contact you via the Company Virtual Number (CVN). As part of the Call Assist service, MTN will provide you with a virtual number for the company that your customers can reach you on. This number serves as the company’s switch number which should be advertised to your customers by you. Here, when customers call the CVN, the incoming call can hunt across the extension numbers provided by you which shall be configured behind each department of the Call Assist service. The CVN is provided during the registration process online.
- What happens if I do not renew my account after 3 months?
A suspended customer account shall be valid for 180 days (6 months) before deletion by the system such that after deletion, the customer shall be required to repay the setup fee if they wish to re-subscribe for the service.
- What happens if no one picks up the call?
The solution allows the caller to leave a voice mail. Each voice mail shall be able to store up to 10 messages after which the messages are replaced.
- Can I trial the solution for free?
Yes! There is a free trial of the solution valid for one month after which you are expected to subscribe to the service.
Troubleshooting Tips
- The customer cannot access the self-administration web portal?
The following may be responsible for this;
- The customer should confirm that the computer’s internet access is working
- The customer should confirm that the web link to portal service is correct
- If the customer is connecting to the internet from a LAN point, the customer should confirm that the LAN cables are correctly plugged into the PC
- If the customer is connecting via Wi-Fi, the customer should confirm that the Wi-Fi on the PC has been enabled
- If the customer is still unable to connect, the customer should contact their Account Partner, send email to[email protected]or call Customer Care on 0803 10 21600
- The customer is unable to login.
- The customer should confirm entering the correct username and password
- If the customer still unable to connect, the customer should contact their Account Partner, send email to[email protected]or call Customer Care on 0803 10 21600
- The customer does not receive username and password for access to the portal
- The customer should confirm that the username and password are being retrieved from the email address provided during registration.
- If the customer still experiences difficult, the customer should contact their Account Partner, send email to[email protected]or call Customer Care on 0803 10 21600
GLOSSARY
| MTN Call Assist | MTN Call Assist is a prepaid service that offers a solution that integrates offices and employees in a common network that includes all mobile and SIM-embedded desk phones. It makes internal communication more efficient, by providing additional services and guarantees high quality for best value. Through the existing GSM connection between our customer and the MTN network, the solution connects mobile users with the company. It offers Call Assist solution where a company enjoys the features and benefit of operating a corporate PBX without having to physically install one on their premise(s) |
| Master MSISDN Number | This is the GSM number of the customer where initial payment and monthly subscription will be deducted from by the Call Assist system. Initial payment made via check or cash will serve as credit which will be applied to the Master MSISDN to enable the system to deduct the initial payment |
| Customer Virtual Number | This number will serve as the central switch number for the subscribing customer. When their customers call this number, the Call Assist prompt plays back and directs the caller to the department they desire to reach |
| Voice Prompt on the Call Assist | These are the voice messages that playback when a customer calls the Customer Virtual Number. There are various types of prompts which can be recorded by the customer on the self-service portal or MTN can assist to setup the customer with generic recordings |
| Self Service Portal | This is a web-based user interface that allows the customer’s administrator to make changes to the CUG or Call Assist without having to contact MTN |
Traditional PBX versus MTN Call Assist
| Traditional PBX Component | Call Assist | MTN Call Assist Benefits |
| The PBX has Microcontroller or microcomputer for arbitrary data processing, control and logic. | Hosted by MTN | 1. No capital required 2. No support or license costs 3. No data center costs like power, cooling 4. No skillset required 5. No Hardware |
| The PBX has logic cards, switching and control cards, power cards and related devices that facilitate PBX operation. | Hosted by MTN | 1. No capital required 2. No support or license costs 3. No data center costs like power, cooling 4. No skillset required 5. No Hardware |
| The solution includes Stations or telephone sets, sometimes called lines. | The solution includes Stations or telephone sets, sometimes called lines. | This is free since customer can leverage their existing mobile lines |
| The solution includes outside telco trunks that deliver signals to (and carry them from) the PBX. | Not Applicable | Customer does not need to invest in telco trunks and yet can be reached from any telco network |
| Console or switchboard allows the operator to control incoming calls. | Console or switchboard allows the operator to control incoming calls. | Control of incoming calls are automated via the IVR Technology |
| The PBX solution includes Uninterruptible power supply (UPS) consisting of sensors, power switches and batteries. | Hosted by MTN | 1. No capital required 2. No support or license costs 3. No data center costs like power, cooling 4. No skillset required 5. No Hardware |
| The solution includes Interconnecting wiring. | Hosted by MTN | 1. No capital required 2. No support or license costs 3. No data center costs like power, cooling 4. No skillset required 5. No Hardware |
| Cabinets, closets, vaults and other housings. | Hosted by MTN | 1. No capital required 2. No support or license costs 3. No data center costs like power, cooling 4. No skillset required 5. No Hardware |
| The solution relies on customer operating a physical premise to install the PBX | Hosted by MTN | No physical premise required |
