First use
From WengoWiki
How do my customers know that I am available for taking their calls ?
Thanks to the presence functionnality, your Call Me button on your web site and in the services directory show your availability to your customer. The button is green when you are online and grey when you are not.
You can manage your availability by registering or unregistering from your softphone. You can modify your presence status at any time.
Not only does WDeal show your availability to your customers but it also makes sure that your customers call you only when you are available.
How do I know that a customer is calling me ?
When a customer calls you, his nickname and his rating show on your softphone's window.
You are also notified of the name of the service that the customer is calling. This is especially usefull when you manage several services from a same Wengo account.
How do I register and unregister my service ?
Before you can receive a call, you need to connect to the Wengo platform. It is only once you are online that your customers can call you.
To connect to Wengo :
- Open your WengoPhone and log it with your Wengo email address and password.
- Once your WengoPhone is well connected, click on the “activate service” link within your WengoPhone window or enter the following sip address in the dial bar at the bottom of your softphone :
sip:nickname of your service@on.wdeal.com
For example, if the nickname of your service is wengomaniacs, enter : sip:wengomaniacs@on.wdeal.com
You are then prompted to dial your confidential code. Enter it with your mouse on your WengoPhone dialpad. If the code is valid, you will get a confirmation of your service connection and the call will be hung up. Your service is online and you are ready to get your first call : your Call Me button turns green and your customers can click it from anywhere (services list from the Wengo web site, your web site, your blog…)
If you have created several services, they can all be online at the same time. You can also create your own hotline and have several persons answering to the customers of one of your services.
When you do not wish to be available for your customers, you just have to disconnect your service.
To do so, click on the “desactivate service” link within your WengoPhone window or enter the following sip address in the dial bar at the bottom of your softphone :
sip:nickname of your service@off.wdeal.com
For example, if the nickname of your service is wengomaniacs, enter : sip:wengomaniacs@off.wdeal.com
You are then prompted to dial your confidential code. Enter it with your mouse on your WengoPhone dialpad. If the code is valid, you will get a confirmation of your service disconnection and the call will be hung up. Your service is not online anymore and you will not get any call to your service : your Call Me button is red and your customers cannot click it to call you.
If you forget to unregister your service when you are not available anymore, your customers can still try to call you.
Please read the quick user guide for further details.
What's a SIP address ?
Session Initiation Protocol (SIP) is a normalised and standardized protocol by the IETF which was made to set, modify and end multimedia sessions. It is in charge of the authentification and localization of multiple users.
SIP address look like email address : sip:user@domain.com
In the communication field, SIP address will soon replace regular dialing. Instead of dialing a phone number you will enter a SIP address just like you enter email addresses in a webmail.
How do I remain anonymous ?
Wengo users only know your service's names.
If you are a professional however, we must put your legal informations on the invoice edited for your customers.
I want to create my own hotline. How can I do ?
Several persons can take calls for your service. Each of them just has to register to the Wengo platform from his own WengoPhone logged with his own Wengo account.
The registration process is the same as for a single person :
To connect :
- Open WengoPhone and log it with one's Wengo email address and password.
- Once WengoPhone is well connected, enter the following sip address in the dial bar at the bottom of the softphone :
sip:nickname of the service one has to take calls for@on.wdeal.com
For example, if the nickname of the service is wengomaniacs, enter : sip:wengomaniacs@on.wdeal.com
The member of the staff is then prompted to dial the service confidential code. He shall enter it with his mouse on his WengoPhone dialpad. If the code is valid, another person is ready to take calls when the other connected ones are busy.
When someone from the staff is not available anymore for answering to customers' calls, he just has to unregister.
To do so, he has to enter the following sip address in the dial bar at the bottom of his softphone :
sip:nickname of the service one took calls for@off.wdeal.com
For example, if the nickname of the service is wengomaniacs, he shall enter : sip:wengomaniacs@off.wdeal.com
He is then prompted to dial the service confidential code. He shall enter it with his mouse on his WengoPhone dialpad. If the code is valid, he will not receive any calls anymore for the service he's just unregistered from.
What happens if I forget to unregister my service when I am not available anymore to take calls ?
If you forget to unregister your service when you are not available anymore, your Call Me button remains green and therefore shows that you are still available. Your customers can then still try to call you.
- If your WengoPhone is still logged, it will ring when a customer calls your service
- If your WengoPhone is not logged anymore, your customers’ calls will ring endlessly to nowhere
We highly recommend to follow the unregistering procedure when you are not available anymore.
You can read about this procedure in the quick user guide.
