Quick User Guide for service providers
From WengoWiki
Once you have created your service, you are ready for your first use of the service.
Contents |
Registering your 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 is green and your customers can click it from anywhere (services directory from the Wengo web site, your web site, your blog…)
Important !
- If you have created several services, they can all be online at the same time. We will put the incoming calls in a queue if you are already talking on one of your services.
- You can also create your own hotline and have several persons answering to the customers of one of your services. To do so just ask your staff to follow the connection process from their own WengoPhone, by entering the sip address with your service’s nickname and dialing your service’s confidential code.
Nota : please read the WengoPhone user guide or WengoPhone Quick User Guide if you are using the WengoPhone for the first time.
Getting a call
When a customer calls you, you see his client nickname, his rating and the name of the service he is calling on your WengoPhone window.
You can choose whether you want to take the call or not (by clicking on the red button on your WengoPhone). In case you hang up the call we will present it to you a second time and if you hang it up again we will inform the customer of your denial.
If you hang up the call the communication starts and the charging begins.
If an other customer calls you while you are busy with the same service that he is calling or with an other of your online services, we make him wait in a queue and we transfer his call as soon as you are available.
Make calls forward
You can set calls forward to landline or mobile phone numbers worldwide from within your personal area.
- connect to your personal area (My Wengo tab),
- click on the "Manage your services link"
- click on the "Call forward" link.
Call forward costs are based on the Wengo price grid available HERE
Ending a call
To end a communication, you just need to hang up by clicking on the red hang up button of your WengoPhone.
If there are other customers waiting for your service to be available, an other call is immediately transferred to you and the name and rating of the new customer, as well as the service called, are presented to you.
The history of the calls you received is almost immediately available in your personal area (My Wengo tab). After each call, you receive an email informing you of the duration of the call and the amount you earned. From your selfcare, you can send an invoice to your customer. We have automatically edited this invoice for you.
You are invited to rate your customer from your selfcare.
Unregistering your service
When you do not wish to be available for your customers, you just have to disconnect your service from Wengo.
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 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 disconnection procedure when you are not available anymore.
