工程师培训手册中文版

目录

1 系统介绍 (3)

2 FCS e-Connect 系统运行流程图 (4)

3 工程师电话报告工作流程…………………………………………..........5-6

4 工程师短信报告工作流程 (7)

5 相关问题 (12)

简介

当服务中心创建一个新的工作后, FCS eConnect系统通过发送短信去到对应工程师手机的方式通知他们。一旦工程师收到短信提示,他们可以用一下理由电话联系服务中心:

?查询更多的工作信息.

?在工作超时之前,要求帮助延时. (不推荐)

系统有两种方法可以报告工作完成:-

A)通过IVR自动应答系统

B) 通过手机短信答复

通过IVR自动应答系统报告工作完成, 工程师需要拨打 eConnect IVR 系统号码 “8446”. 接通后, 工程师需要输入6位数字的身份ID(通常为手机短号),接着系统还会要求输入6位数字的任务单号(即Job number),输入任务单号后,系统会提示“按 1 确认工作完成,按2重新输入任务单号”. 工程师选择1 ,FCS e- Connect系统会自动将该工作由“处理中”状态改为“完成”状态. 服务中心就会知道工程师已经完成了工作,并且客人已经收到了他所要求的东西.

通过短信完成工作,要求工程师将收到的短信转发到对应号码上即可.

FCS e-Connect Process Flows Diagram

电话报告工作完成流程图

A) Job Completion via IVR (in-house phone – Extn. 8446)

通过拨打IVR 系统电话号码8446报告工作完成

1) 在规定的时间内完成相应的工作

2) 完成工作后,通过电话报告工作完成

3) 拨打号码8446

4) 输入6位数的身份号码.

5) 输入6位任务单号.

6) 按1报告工作完成或者按2重新输入任务代码 (如果前面输入错误).

备注: 当你按1确认后,你可以不用挂机而继续输入新的任务代码,继续报告工作完成.

短信报告工作完成

A)Job Completion via SMS (mobile phone)

通过短信报告工作完成

短信平台号码,建议存为ECN:

136********

1) 通过短信收到工作.

2) 查看短信内容.

3) 完成工作之后, 将短信转发到号码(113638626950)

3)即可.

短信格式举例:

a) New Job 新工作短信

DJ#JOB No/Location/Guest Name/Service Item x Quantity/Remarks/Deadline

举例:

DJ#000001# 客房 1022(ZH) Ms Zeng 网线x1 10min - VIP Guest! 26-一月-2013 13:38

DJ#000002# B2F总机房 Jerry 计算机 - 发现病毒x1 10min 26-一月-2013 13:38

b) Job Edit 更新工作短信

DUPDATE J#JOB No / Location / Guest Name / Service Item x Quantity

/Remarks/Deadline

举例:

DUPDATE J#000001# 客房 1022(ZH) Ms Zeng 网线x1 10min - VIP Guest! Urgent! 26-一月-2013 13:38

c) Job Extend 延时工作短信

DSCH J#JOB No# / Location / Guest Name / Service Item x Quantity /Remarks/Deadline

举例:

DSCH J#000001# 客房 1022(ZH) Ms Zeng 网线x1 10min - VIP Guest! 26-一月-2013 13:58

d) Job Reassign 重新分配工作短信

DASSIGN J#JOB No# / Location / Guest Name / Service Item x Quantity

/Remarks/Deadline

举例:

DASSIGN J#000001#客房 1022(ZH) Ms Zeng 网线x110min - VIP Guest! 26-一月-2013 13:38

e) Job Cancelled

取消工作短信

CANCEL J#JOB No# / Location / Guest Name / Service Item x

Quantity/Remarks/Deadline

举例:

CANCEL J#000001# 客房 1022(ZH) Ms Zeng 网线x110min - VIP Guest! 26-一月-2013 13:38

f) Job Time-Out 超时工作短信

TIMEOUT J#JOB No#/Location/Guest Name/Service Item x Quantity/Remarks/Deadline

举例:

TOUT J#000001# 客房 1022(ZH) Ms Zeng 网线x110min - VIP Guest! 26-一月-2013 13:38

g) Escalation Job 上报升级工作短信

DESC Level J#JOB No#/Location/Guest Name/Service Item x Quantity/Remarks/Deadline

举例:

DESC1 J#000001# 客房 1022(ZH) Ms Zeng 网线x1 10min - VIP Guest! 26-一月-2013 13:38

h) Complete Job 完成确认工作短信

OK J#JOB No# / Location / Guest Name / Service Item x Quantit y/Remarks/Deadline Example:

OK J#000001# 客房 1022(ZH) Ms Zeng 网线x110min - VIP Guest! 26-一月-2013 13:38

SMS Work Flow

FAQ

1) What will happen when I could not complete the task on time?

The task will escalate to the next level (It could be supervisor, manager on duty, department manager, directors of room). Different department has their own escalation level.

2) How does the escalation works?

Every escalation has 10 minutes to follow up the case and complete the job. When it reaches to the highest level and passes 10 minutes. The job will be time out and the grade is bad will shown on the reports.

3) What if I don’t have not enough time to complete the job with the given job duration?

Please call back to Service Centre and request for job duration extend with the JOB NO (000001) and specific reasons. The agents will extend the job duration and log down the reason in the system. A report will be printed out in the end of the day.

4) What if I find out that this task I could not handle and need to pass it on to the next level

of escalation? (Especially for engineering department.)

Please call directly to your supervisor or manager to let them know.

5) Did runner require deleting all the SMS manually?

Runner must deleted all the SMS when pass the mobile phone to next shift runner (All the job must completed before deleted).

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