Globe ONEcall: Virtual Trunklines and Mobile Extensions for your Business

August 22nd, 2009 | Business, Internet, Mobile, Technology

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globe-onecall

ONEcall, another first from Globe, is a unique and specially designed business communication solution for corporations and SMEs. The first of its kind in the Philippines, ONEcall is a mobile office phone system that synergizes the functionality and sophistication of a PBX phone system with the reach and flexibility of mobile phones.

With ONEcall, companies could dramatically boost customer service and/or specific operations by routing incoming calls to the mobile phones of their employees or other intended recipients.

Unlike traditional phone systems that demand an upfront investment, ONEcall does not charge you or your company any hardware, software, cabling, or installation fees. Maintenance fees likewise do not exist.

ONEcall is the business phone system you’ve been waiting for – no hardware, no software and no hassle!

Maximize the use of your company’s existing Globe mobile phones, and deploy a reliable phone system for your business today!

Globe has an exclusive arrangement with GoHello to provide ONEcall in the Philippines. GoHello is Europe’s leading ALLmobile, operator independent phone system for business, with offices in Copenhagen and London, and a development centre in Prague.

What is ONEcall?

The first of its kind in the Philippines from Globe, ONEcall is a mobile office phone system that combines the functionality and power of a PBX phone system with the reach and flexibility of mobile phones. Companies could dramatically boost customer service and/or specific operations by routing incoming calls to the mobile phones of intended recipients. Unlike traditional phone systems that demand an upfront investment, ONEcall does not charge you or your company any hardware, software, cabling, or installation fees. Maintenance fees likewise do not exist.

Do we get direct dial numbers with ONEcall?

Your mobile phone becomes your direct dial with ONEcall. That way your customers and business partners could connect with you instantly wherever you are.

How does ONEcall work?

Each employee has a single phone, whether it’s their Globe mobile or a Globe desktop GSM phone, that is connected to an easy to use web-based switchboard providing all the features of a high end telephone system without any of the hassle. Calls go straight to employee mobiles, so your customers can reach you the first time they try.

What is the typical flow of calls using ONEcall?

A 3rd party calls a Globe landline number assigned to your company.
Caller is greeted by a customizable voice response system, or IVR.
Caller chooses a specific number. (e.g. 1 for Sales, 2 for Customer Service, 0 – reception)
Call is immediately transferred to the mobile phone of the intended recipient.

What does my business need to have to get started?

Technically, nothing. Except for a mobile phone for each employee and an Internet connection to connect to a secure web-based switchboard.

You mentioned a Globe landline component. Isn’t ONEcall supposed to be a “mobile” phone system?

For several reasons, we realize that most of your customers would still prefer to contact you on your landline (or trunk line), so we’ve included a virtual landline in the subscription package. By calling this main number assigned to your company, your customers could immediately and conveniently reach you or other personnel on your/their Globe mobile phones. Since it’s “virtual” there is no hardware/handset device (i.e. no additional cost).

All mobile phone extensions are linked to a web-based switchboard. How does this work?

After selecting and enrolling Globe mobile phones under ONEcall, these now become/operate as extensions. From day one, all incoming calls would be managed by an electronic switchboard that is accessible via the Internet. You may choose to have a receptionist manage the switchboard particularly for more complex type of operations.

When your customer calls in and decides to go to the operator/reception, the call rings the mobile phone of the receptionist. The receptionist answers and asks the caller for the person he/she wants to speak with. The receptionist could either transfer the call immediately, or place the caller on hold in order to contact the intended party (on his mobile phone) first.

Could I use multiple receptionists? How do I distribute the calls among them?

Yes. Calls to your main (landline) number are forwarded to the receptionists that are signed on to the ONEcall Switchboard and are ready to take the call. You can select the order in which the receptionist receive the calls and whether the calls should be distributed evenly among the receptionist, or you can list them in order of priority.

Does my company always have to be connected to the web-based switchboard to receive calls?

No. Once you’ve set up your configuration, default routing of incoming calls would be handled by an automated voice response system (i.e. IVR). The IVR could be adjusted anytime through a web-based control panel that could be accessed by you or your assigned company representative.

How much does ONEcall cost? What does a subscriber have to pay for?

Typically, a ONEcall subscriber pays for two (2) components of the service: i) Business Line, and ii) License per seat.

What is the “Business Line” for?

Upon subscription, the Business Line includes the virtual landline and license for one (1) Seat. The virtual landline is the landline number assigned to your company. This landline number, in turn, is what your customers and other third parties dial or call to speak with you/your employees. “License for one (1) Seat” refers to the enrollment of one (1) existing/new Globe Business postpaid mobile number, which functions as your first extension.

What is the “License per Seat” for?

A license fee is charged for every existing/new Globe mobile phone that is registered as an extension of the ONEcall service.

Could I enroll any type of Globe mobile number as an extension?

Yes. You may enroll any Globe postpaid and/or prepaid mobile number. You may also enroll Touch Mobile (TM) numbers if you wish.

Could I enroll non-Globe mobile numbers as extensions?

No. ONEcall supports only Globe mobile numbers. If non-Globe mobile numbers are enrolled, these would not be accepted during the registration process.

Are there a minimum number of seats required for each subscription?

Yes. The minimum number of seats is five (5), which is equivalent to five (5) licenses per month. These five seats, in turn, could support five (5) Globe mobile numbers at any time.

Does that mean I could interchange the mobile numbers enrolled per seat?

Yes. You may do so at any time at no additional cost. ONEcall subscribers pay for licenses per seat. Subscriptions of mobile phones enrolled in the service are treated independently.

Once (mobile) extensions are in place, is there an option to lower call costs for these extensions?

Yes, you have two options. First, you may opt to apply, at no additional cost, for a special Business Loop (Bloop) rate of P2.50 per minute. This special Bloop rate applies to any calls made between extensions/mobile numbers enrolled under ONEcall. The minimum requirement is that all extensions/mobile numbers are Globe Business registered numbers. Second, you may subscribe to DUO for all the postpaid mobile subscriptions enrolled under ONEcall. Ask your Account Manager for details on each option.

Could I increase the number of seats/licenses at any time?

Yes. Contact and make a request with your account manager.

Could I get just the Business Line?

No. ONEcall subscription comes bundled with Business Line plus support/licenses for other seats.

Is there a lock-in period for ONEcall?

Yes, each ONEcall subscription has a holding period of six (6) months.

Are there other services that could be bundled with ONEcall subscription?

Yes. Since ONEcall is a business phone system, it allows subscribers to add other relevant services such as electronic fax (eFax) and electronic voicemail (eVoicemail). These services are sold separately.

Describe the billing process.

As a distinct service, ONEcall has its own separate bill. For the convenience of clients, ONEcall comes in just one (1) bill. At the end of each month, the bill for the postpaid plan enrolled under the Business Line lists the MSF for the Business Line plus the MSF corresponding to the number of licenses/seats purchased.

How many billings can a typical company expect?

Assuming a company subscribes to ONEcall, and all the mobile extensions enrolled (assume 5) are postpaid plans:

One (1) bill – for ONEcall
Five (5) bills – for five postpaid plans

In what areas is ONEcall available?

At the moment, ONEcall could only be offered to companies duly registered in Manila and Cebu. For Cebu, ONEcall will be available on 15 July 2009

Are there extra charges on the Primary number and/or enrolled extensions that are on International Roaming (IR)? What happens if these mobile numbers are abroad?

Yes. When calls are routed through ONEcall to both the Primary and enrolled mobile extensions while these are using International Roaming (i.e. abroad), each affected mobile will be charged corresponding International Roaming rates. The rate would depend on the country the respective mobile numbers are in at the time of the call(s).

Will the IR be charged even during the free trial period?

Yes. When applicable, International Roaming (IR) charges will apply during the trial period. IR service is considered separate from ONEcall service.

My free trial has expired. How do I subscribe to the permanent service?

Contact your account manager. Or call us at +632 730 1288. Our Customer Service representatives will help you get in touch with our Sales team.

Could I subscribe to the full service before the free trial is up?

Yes. Contact your account manager. Or call us at +632 730 1288. Our Customer Service representatives will help you get in touch with our Sales team.

I was informed that there is a free 7-day trial for ONEcall. Is this true?

http://globe.com.ph/ONEcall

When does the free trial start?

The free trial starts as soon as the registration process and appropriate email confirmations have been satisfied.

Is the registration process easy or complicated? I am not techie.

You need not be a techie to set-up the trial. Once you click on the “free trial” the website will guide you throu each step of the required registration and set-up procedures. The whole process could be done in 10 to 15 minutes.

What are the requirements?

All you need are the following:

One (1) Globe mobile number that will act as the receptionist or Primary number – this mobile number will be assigned a Main (landline) number which may be used by any third party to contact you.

Additional ten (10) mobile numbers or less than that would act as the extensions

What’s a Main number? And what is it for?

The Main number is a landline number that would be tagged to the mobile number you enrolled as the receptionist or Primary line. The Main number is the contact number you broadcast to third parties in case they need to reach you. When a third party calls the Main number, the primary /receptionist’s mobile phone you enrolled will ring (this will also appear in the ONEcall Switchboard). From there, calls from the third party may be forwarded to any of the extension mobile phones enrolled.

What happens after seven days?

After the seventh (7th) day, the free trial shall cease. There will be no residual impact to any of the mobile phones/plans you’ve enrolled. Also any unused minutes will be forfeited, but at no expense or liability to the end user.

What if I would like to end my free trial before the seven days?

You may end your free trial before the seven days are up. Simply cease using the service. Also any unused minutes will be forfeited, but at no expense or liability to the end user.

You mentioned unused minutes. Does this mean that the trial is not just in terms of days? Is there a usage component to the free trial?

Yes. There are usage limitations during the free trial. These are:
- Maximum allowable inbound calls received – 1,000 calls
- Maximum number of inbound call seconds – 100,000 seconds (equivalent to 1,666 minutes)
- Maximum length of call for each inbound call received – 100,000 seconds (equivalent to 1,666 minutes)
Once any of these limits are reached, whether or not the seven days is up, the free trial shall cease.

How do I know that I am about to reach or that I’ve already reached the set limits for the trial period?

The number of days available for free trial is indicated in the ONEcall Control Panel.

During the trial period, could I send SMS to the enrolled mobile extensions?

Yes, but only to enrolled mobile extensions.

Is there a limit to the number of messages that could be sent to the enrolled mobile extensions?

Yes. During the trial period, you may send up to a maximum of 100 SMS or text messages.

Will reaching the SMS limit of 100 messages stop the free trial?

No. Only the set limits in terms of (inbound) calls would affect the duration of the trial.

Could the free trial be extended at any time?

No. Free trial periods may not be extended whether or not the set limits (i.e. days, minutes) have been reached.

May I use previously enrolled numbers for another trial?

No. Once a mobile number (postpaid or prepaid) has been enrolled under a trial set-up, that number is tagged and cannot be used for a separate existing/potential trial.

Ok, I’ve signed up – now where do I start?

ONEcall is made up of 2 parts – the Control Panel and the Switchboard. The Control Panel is where you add employees, define groups, choose music on hold, select your office hours, and more. The Switchboard is used by receptionists to handle incoming calls.

What if I’ve forgotten my password to the Control Panel?

On the login page select Forgot Your Password to request a password reminder that will be sent to your email.

Where do I get the ONEcall Switchboard?

Simply login to the Control Panel, go to the Support section and then select Install ONEcall Switchboard. There are two versions to choose from – a web-based version with basic functionality and a software based version with full functionality.

How do I add an extension/employee?

Select Employees in the menu. Click the Add button and type in the employee details. Click Apply changes when you are done. The employee is immediately displayed in the Switchboard.

Can I create new groups?

Select Employees in the menu. Click the Add button and type in the employee details. Click Apply changes when you are done. The employee is immediately displayed in the Switchboard.

Can I change the predefined groups?

Yes. In the Groups page select the predefined group and use the member selector to change who is part of the group. You can also change the name of a predefined group: simply type a new name and click Apply changes.

How do I set my opening hours?

On the Reception page, choose the Office Hours tab, and select the opening and closing hours for each day of the week. When you are done press the Apply changes button. The changes will take effect immediately.

We are open 24h – how do I set this up?

On the Reception page, choose the Office Hours tab. Select the “Always open” entry.

How do I change the way calls are distributed among my receptionists?

Calls to your main (landline) number are forwarded to the receptionists that are signed on to the ONEcall Switchboard and are ready to take the call. You can select the order in which the receptionist receive the calls and whether the calls should be distributed evenly among the receptionist, or you can list them in order of priority.

What does the caller hear when calling us outside our opening hours?

The caller will be greeted and asked to call back.

What happens when we get a call and the receptionist is busy?

If there are no available receptionists then incoming callers are placed on hold listening to music. You can configure the maximum number of calls you want to have waiting. Via the Receptionist tab, you can also select a fallback number for when no receptionist is logged in.

s there a User Guide for the ONEcall Switchboard?

Yes, simply login to the Control Panel, select Support and then select Documents and Tools.

How do I search for groups and colleagues?

You can easily look up groups and colleagues using the search fields in the panel headings. You search for groups from the search field at the top of the group overview, and you search colleagues from the search field at the top of the user list. You can search with letters and numerals. Enter your search criteria, and press ENTER.

Is there an easy way to include an employee’s email address in a phone message?

By using the mouse in the information overview panel you can select text fields and cut and paste them into e.g. a text message (SMS) or an e-mail.

How do I see all users / Is there a home button?

In order to reset the group overview and the user list to the default state you can either click the “Show all” icon in the main toolbar. The list of groups and the list of employees will then be sorted alphabetically.

Can I see a list of calls I have handled?

The arrow to the right of the Number field shows the call history: click on the arrow, and a list of the latest calls and text messages appear. Choose from the list to fill out the Number field to easily redial or dial back.

Can I resend a phone message?

The History-button can be used to resend a text message, either to the same recipient or to a new recipient.

How do I write efficient phone messages?

If you write a telephone number in the message, the recipient can dial the number directly by clicking Dial on his mobile phone. Write “Call Pedro at +639171234567″ rather than just “Call Pedro”. Remember to insert appropriate prefix/area code (if necessary) and leave out spaces.