ACR_v5_Feb2010

Automatic Call Routing (ACR) Tool Training : 

Automatic Call Routing (ACR) Tool Training HP Consumer Support Training hptraining@hp.com February 2010

ACR Training Objectives : 

August 24, 2010 HP Private 2 ACR Training Objectives Objectives After completing this lesson, you should be able to: Define the purpose and uses of the ACR tool Look up a transfer code with the ACR tool Explain the general flow of events when using the ACR tool. Cold transfer process only. Steps must be followed carefully to prevent call from being dropped.

ACR Tool – Benefits : 

August 24, 2010 HP Private 3 ACR Tool – Benefits Benefits to Customer Increase Customer Satisfaction due to: Minimizes multiple transfers Increase in speed of service Benefits to HP 100% Toll-free environment Increased Customer Satisfaction and Loyalty with fewer transfers Working towards a standardized call routing procedure Benefits to Call Center Agents User friendly website Real time updates of new information Easy transfer method User friendly web site Real time updates of new information Easy transfer method to move customer to right location first time

ACR Tool Defined : 

August 24, 2010 HP Private 4 ACR Tool Defined ACR – Automatic Call Routing is a web-based look-up tool designed to assist an agent in redirecting a customer to the appropriate product support group ACR provides a Product view Search option (Keyword) Transfer Access Code Product Transfer Code (Activity/Wrap Code not used) All Agents should use ACR for all Call Transfers ACR is not a “warm transfer” or “conference tool” Transfer codes must be entered accurately Use ACR – DO NOT transfer to CDs (Call Directors) Carefully screen customer needs and product for proper routing DO NOT use Direct Dial (208, 509, 866) Numbers for transfer DO NOT MEMORIZE TRANSFER CODES or create a list

ACR Tool – Logging In : 

August 24, 2010 HP Private 5 ACR Tool – Logging In Instructions: You will toggle (switch back and forth) between the tool and these materials throughout the training. In order to do so, you must launch the tool. Please copy and paste the following address into a new IE window. BUT do not click on anything in the tool until you are advised to do so: https://prp.atlanta.hp.com/acr/default.aspx Add the link to your Favorites or bookmark it for later use. After adding the link to your Favorites, minimize it and continue to the next page of this training. Internet Explorer Browser settings: IE should have the following settings:   For XP - Tools -> Internet Options -> Temporary Internet Files: Settings -> under "Check for newer versions of stored pages", select "Automatically". For Vista – Tools ->Internet Options -> General Tab, Browsing History -> click "Settings" -> Under "Temporary Internet Files" , select "Automatically".

ACR Tool Key Terms : 

August 24, 2010 HP Private 6 ACR Tool Key Terms Site Selection – Identifies agent location. Agent selects his/her site to identify their location. Role – Identifies type of ACR user Business Unit – Identifies agent’s organization as Consumer Agent ID - Agent phone logon id (Identifies Person - Not Phone Extension)

ACR Tool – Agent Details : 

August 24, 2010 HP Private 7 ACR Tool – Agent Details When you access the tool, you will see a link titled Change Agent Details in the upper right hand quadrant of the screen. This link will activate a window that will prompt you to designate several items for future use of the tool.

ACR Tool : 

August 24, 2010 HP Private 8 ACR Tool You are now logged into the tool, and can begin to look up the information that you need.

ACR Toolbar : 

August 24, 2010 HP Private 9 ACR Toolbar KICS – Web-based tool for hp referral information –used rarely Change request issue submittal – no longer active Commercial use only – Not required for Consumer use Administration – Administrative use only – no access allowed. DRP ACR DATA - Administrative use only – no access allowed.

ACR Tool – Before Starting the Search : 

August 24, 2010 HP Private 10 ACR Tool – Before Starting the Search Instructions: To Launch the tool: From your favorites OR Copy and paste the following address into a new IE window https://prp.atlanta.hp.com/acr/default.aspx If you find you are getting too many ‘results’ in your search double check your internet options settings. Internet Explorer Browser settings: IE should have the following settings:   For XP - Tools -> Internet Options -> Temporary Internet Files: Settings -> under "Check for newer versions of stored pages", select "Automatically". For Vista – Tools ->Internet Options -> General Tab, Browsing History -> click "Settings" -> Under "Temporary Internet Files" , select "Automatically".

ACR Tool – Starting the Search : 

August 24, 2010 HP Private 11 ACR Tool – Starting the Search Type keywords in search box, and click on "Search" button.  Do not just hit ENTER.  Must click on "Search" button. If no desired results returned from the search, leave the keywords in search box and click on "Search" button again.  Repeat up to 3 times to get the desired search results

ACR Tool – Search Continue : 

August 24, 2010 HP Private 12 ACR Tool – Search Continue 1.Choose the correct product group to transfer to from the left side

ACR Tool Key Search Terms : 

August 24, 2010 HP Private 13 ACR Tool Key Search Terms Call type: Defines the type of support transfer Tech Support: All Consumer tech requests regardless of warranty status. Commercial may have separate routing depending on warranty status MAC Support: Customer has a printer product connected to a Macintosh (MAC) computer. Transfer Access Code - Four-digit Site Specific access code identifies your site Product Transfer Code - Product transfer code delivers call to proper destination Activity/Wrap Code: NOT USED BY CONSUMER GROUPS

ACR Tool – Right Pane : 

August 24, 2010 HP Private 14 ACR Tool – Right Pane On the right pane, you will find HP Organization product info call type info 4-digit site access transfer code Not used

ACR Tool Qualifying Products : 

August 24, 2010 HP Private 15 ACR Tool Qualifying Products Fully qualify the product and call so that the customer is sent to the proper location the first time. Ask yourself: Have I asked the right questions??? 1. Is this a Consumer or a Commercial product (Pavilion/Presario vs. DeskPro? 2. Is this a desktop, notebook (laptop), tablet, handheld, Mini? 3. Does this product require an operating system question? 4. Locate proper code in the ACR tool and using the transfer process, transfer the caller. Identify Operating system status and LaserJet Model numbers a must for printers! 1. Printers - Are you using a Windows or Macintosh operating system?       2. LaserJet Printers - Which model of LaserJet printer do you have? Model number is located on the front of the printer - i.e. cp1525 or m1132

ACR Tool Transfer Procedure : 

August 24, 2010 HP Private 16 ACR Tool Transfer Procedure Educate the customer on the transfer process prior to transfer: Brief periods of silence May hear beep tones Hold music may change Please stay on the line Scripting Example: “I will now transfer you to the ............................... (respective product line) technician. You may hear some beep tones or silence. Please stay on the line and you will be connected“ See the ACR Transfer process for more info: https://prp.atlanta.hp.com/adt/new_agent/development/acr_call_center_agent.htm

ACR Tool Transfer Procedure : 

August 24, 2010 HP Private 17 ACR Tool Transfer Procedure Example code display: *1(pause) 8676 Product transfer code 251 Enter (*) star 1 “Enter transfer number now“ 8676 Enter the four- digit transfer Access code (site code identifier) “Please enter a product transfer code” 251# Enter the appropriate three-digit (four-digit for Canadian calls) Product Transfer Code followed by the (#) pound sign. The system will audibly confirm the transfer code: 251 OfficeJet You will hear the system speak the following: “If you entered the wrong code, and need to start over, press 5, …… otherwise, press (*) star (#) pound to release and transfer the call” (if *# is not pressed, transfer will fail) “Press (*) star (#) pound to release the call“ Note: (*) (#) should be pressed after the transfer code is entered. Delay in completing this process will cause the call to be sent to the CDs for re-routing.

ACR Tool Troubleshooting : 

page 18 8/24/2010 HP Restricted ACR Tool Troubleshooting

ACR Tool Dos and Don’ts : 

August 24, 2010 HP Private 19 ACR Tool Dos and Don’ts Do Transfer a customer if necessary to the proper team for support ACR is a “cold transfer” tool only (and cannot be mixed with any other transfer process) ACR should be running on a separate IE Browser at all times for quick access and to prevent transfer failure Transfer codes must be entered accurately Press the Search button (DO NOT press the “enter” key) Use ACR – DO NOT transfer to CDs Carefully screen customer needs and product for proper routing DO NOT use Direct Dial (208, 509, 866) Numbers for transfer DO NOT MEMORIZE TRANSFER CODES

Get them to the right Destination : 

Get them to the right Destination Sales HHO Direct Sales SMB PSG SMB HP Business Store SAS ICG PC-Tune UP SmartFriend Snapfish Presales Total One HP Organizations U.S. Consumer U.S. Spanish Consumer Canada Consumer Canada Commercial U.S. Commercial Contract Enterprise Corporate Office HP Rewards Center (Rebates) HP Parts Direct Operating System Linux Oracle Microsoft ME 98 XP Vista Windows 7 MacIntosh Programs Recycling Order Status Longwell Power Cord Commercial Contract Support Care Pack HHO Order status HP Donations HP Going Green Mission Critical AAFES HP Access KV Wty Enhancement Order Management TTY Specialty TouchSmart HDX/Envy Firebird Blackbird Voodoo Servers Library Tape Business Ink Business Desktop Workstation Thin Client Aero Tablet Networking Jet Direct Digital Sender DesignJet/Plotter Mouse Ipaq Media Vault Softpac Storage WebCam Keyboard Scanner Media Receiver Digital Photo Frame Dream Screen Juke Box Headset/headphone Copiers Accessories Memory Alpha server Edgeline Printer LaserJet Printer ScanJet DesignJet Ipaq Netserver Omnibook Photosmart Printer Procurve Vectra PC Color Span BlackBerry In-line Storage Proliant Prosignia Smart Array DeskJet Printer Television Image Zone sSW Indigo InkJet Kayak PC Itanium OfficeJet Media Vault Media smart Media Drives Presaro Pavilion Calculator Camera Digital Projector Mulit-Function Printer Monitor

Slide 21: 

[Rev. # or date] HP Restricted 21 Thank You