User Tip: Using the OnviCall Checkin Line

OnviCenter has two Checkin Line functions. OnviCall Checkin Line is used to check messages on a customer's account. Voice Mail Checkin Line, is used specifically for checking messages on the VMII, VMIII, and Portal systems.

Usage of the OnviCall Checkin Line only is the focus of this article.

OnviCall Checkin Line Procedure
When customers call in to the OnviCall Checkin Line, they will hear a series of tones. The first set of tones prompts for an account code. The account code is determined by the customer account number.

Determining the Checkin Account Code
If the customer account number is 1234 (DID number, typically ending in either 3 or 4 digits), add up the digits (1+2+3+4 = 10). Use only the digit on the right (0) and add it to the end of the customer account number (1234 becomes12340). If the summation is a single digit (1+0+0+4 = 5), add that digit to the end of the account number (10045).

When the customer hears the first set of tones, they will enter the corresponding account code (12340). If the customer has a message, the system will forward the call to the customer account and an operator can assist with delivery of the message.

Tip: When the call comes to the account, the agent will see RCHK in the talk line. This indicates that a customer is checking in for their messages.

The second set of tones indicates that there are no messages and the customer can hang up. If a customer stays on the line, the system will forward the customer to their account and charge them for the call.

Time-Saving and Money-Saving Benefits
OnviCall Checkin Line has two major benefits. T he customer saves money because they are not charged for unnecessary calls . Secondly, this automated feature saves time for operators when messages are not present.

If a customer is on a 50 to 100 call-a-month agreement and they check their account just once a day for 4 weeks, they will not be charged for those 20 calls, providing a huge savings on their agreement.

OnviCall Checkin Line provides an advantage when working with smaller accounts that need a limited contract of 20 to 40 calls a month. They can use the Checkin Line at no additional cost.