Administration page for cs.etelecom
Last updated
Last updated
Log in at the link: https://cs.etelecom.vn/
CS eTelecom is flexibly designed so that one account can work for many different companies, so after logging in to cs.etelecom.vn , you need to choose the company you will work for by:
Select icon
Select the name of the company the user wants to work for
In this section you will see statistics with basic information such as:
Total number of company extensions
Total calls
Total call duration
According to each specific extension such as: total number of calls, total successful calls, total failed calls, call duration
Can search by time period: by week, month, or any time period.
Click on the tab: "Call history". In this tab:
For company owner/manager accounts, you can view the entire call history of all extensions in the company. It fully displays the important information of a call including:
Call time
Call status (missed, successful)
Call direction (Outbound, inbound, internal)
Hotline Number
Call from which number to which number
Duration of the call
Department
Recording file
For users accounts, you can only view the history of that individual users, but it still shows all the important information of a call.
The system only displays commonly used filters. You can select other filters in the "Select filter" section.
For missed calls, the system will rely on the error code returned by the network operator to display the reason for the unsuccessful call.
Click on the "Contacts" tab, in this tab you can add contacts to your address book. Contacts are divided into two types below:
General: Contains general company contacts including the following information:
Customer name
Phone number
Date created
Note: Save other customer information such as address, customer needs,....
Internal: Contains internal company extensions, internal calls will not be charged for voice calls and video calls can be made via the eTelecom app.
Click on the customer you want to view detailed information. Here you can also "Send ZNS message" or "Send call request (ZCC)" to that customer's phone number.
You can also import contacts using an excel file.
In addition to simple users management, eTelecom also supports the "Department" feature that allows business owners to divide their users groups into different groups, making management convenient.
Step 1: Create a department
Use an account registered as a Company Owner or Manager
Steps: Click on the “Department” tab -> Click the “Add Department” button in the upper right corner of the screen
Fill in department information:
Enter department name
Department job description content
Step 2: Add users:
Select the “users” tab
Click the “Add users” button in the upper right corner of the screen
Fill in Users Name - Phone Number
Select department for user
Assign users to previously created departments with one of two roles:
users: Have the right to listen, call and view personal history
Manager: Make calls, view dashboard, create switchboard, add users, create extensions, view general history, etc.
Note: When logging into cs.etelecom.vn as a company owner, you can create accounts for managers and users. When the user is in a management role, you can only create users accounts, not management accounts.
After filling in the information, click "Confirm"
Enter another password if desired
Check “I have copied the above password to a safe place” and select “Add user”. After selecting add user, the screen will display a successful user addition message with the previously filled in information.
After the user has an account on the system, to use the switchboard on the system. The user account needs to be assigned an extension.
Select the user account that does not have an extension, click “Assign extension”
Assign extension to user
Click the button to the right of the users name and select “Remove extension”. After removing the extension, we can delete that users from the company.
This action will result in:
That users was removed from the company and can no longer make calls using the company number.
The extension can be removed and assigned to another users.
Note:
Manager accounts can remove users from the company but cannot delete peer accounts or company owners.
The company owner account can remove users/managers from the company.
In this section you can:
Add new department
View a list of created departments
View the number of users in each department
To use Zalo Cloud features, you must link your Zalo Official Account .
Note: This is an advanced feature, please contact eTelecom Sales department to receive a quote and activate the service.
ZCC (Zalo Cloud Connect) is a connection call service, customer care switchboard from Zalo OA (Zalo Official Account) to users via Zalo User ID by making online audio and video calls to customers. To use the ZCC feature, you must link your Zalo Official Account .
The ZCC section has the following features:
Reports : Display statistics and charts that provide an overview of the necessary information you want to see.
Message sending list : Displays details of messages sent to recipients.
Import : Support sending multiple "Call Requests".
In this section you can see statistics with the following basic information:
Total messages sent
Paid news
Free news
Message sent successfully
Message sent failed
The column chart shows the daily message output and message sending results.
Also supports filtering by OA name, by time period (up to 3 months).
Statistical pie chart:
History of sending messages by reason
According to customer feedback status
To use the ZCC feature, you need to "Send a call request" to the customer's phone number you want to call.
You can choose to send a call request in 2 ways:
Add directly:
Select OA
Enter the phone number you want to send a call request to
Select reason for making call
Once you've uploaded your list, you can:
Edit information: Phone number, reason for calling
Delete lines you don't want to send or have incorrect information
Select OA to send request
The mailing list shows the following information:
Customer phone number
Call type: default is audio (to use video please contact eTelecom via " Support request " for support)
OA
Reason for calling:
Product / service consulting
Delivery Notice
Order / Appointment Confirmation
Flight announcement
Update order
Sender: Account name that sent the request
Customer feedback:
"Agree" will allow you to call customers for free until the expiration date (shown in the "Expiration Date" column)
"No response" you will not be able to call the customer -> You can resend the call request after 24 hours from the time in the "Date created" column
"Reject" will not allow you to call the customer -> You can resend the call request without having to wait after 24 hours
"Waiting for response" you will not be able to call the customer -> if the customer agrees/refuses the status will be updated or after 24 hours if the customer has not responded, the status will be updated to "No response"
Status: Success/Failure
Creation Date: The date you made the call request
Expiration date: will be displayed for requests with a customer response of "Agree" which is the time from when the customer clicked agree plus 30 days
Supports filters according to the following information:
Time
OA
Phone number
Reason for calling
Sender
Customer Feedback
Status
Call Type
Charge
Zalo Notification Service (ZNS) is a service that sends customer care notifications on Zalo for Zalo Official Account (Zalo OA) groups. With outstanding features and cost savings, ZNS provides an optimal solution for businesses in caring for and interacting with customers.
To use the ZNS feature, you must link your Zalo Official Account .
The ZNS section has the following features:
Reports : Display statistics and charts that provide an overview of the necessary information you want to see.
Message template : Displays detailed information of messages that have been declared with Zalo and can be sent in this section.
Mailing List : Details of messages sent.
Initialized journey list : Details of the initialized Journeys.
Campaigns : Displays the list of campaigns and creates campaigns.
Service Reviews : Displays customer feedback on review posts.
In this section you can see the following statistics:
Total spending and number of messages
Total Spend: Shows the amount you have used to send ZNS according to the filter period (default filter period is 7 days)
ZNS sent: Total number of ZNS messages sent
ZNS charges: Total number of ZNS messages charged (ie Zalo users receive messages within Z-time)
ZNS free: Total number of ZNS free messages (ie Zalo users received messages outside of Z-time)
ZNS Success: Total number of ZNS messages sent successfully
ZNS Failed: Total number of failed ZNS messages sent
Note:
For OTP message format, Z-time is 15s.
For other types of messages, Z-time is 7200s.
Total number of campaigns:
Total Campaigns: Total number of campaigns created
Timer: Number of campaigns configured to be sent on a schedule
Run immediately: Number of configured battles sent immediately
Pending: Number of campaigns scheduled and not yet sent
Processing: Number of campaigns in process to be sent to recipients
Cancelled: Number of campaigns that have been cancelled
Supports filtering by:
OA Name
Time: filter support up to 3 months
Newsletter
News type
"Spending Overview" column chart: shows the number of messages sent (regular ZNS and ZNS Journey) and the amount spent by day
"Message sending results" column chart: shows the number of successful and failed messages.
Statistical pie chart:
History of sending messages by message type (template, journey, uid)
History of sending messages by message template
This section shows the list of news items approved by Zalo, displaying full information of a news item:
Sample ID
Model Name ZNS
Template type: text, table, OTP, service review
OA Name
Date created: date of notification of information to eTelecom system
Unit price: price of the ad
Status
Click "View details" to see full information of the model.
Alternatively, you can send a message directly in the "ZNS Form Details" section. Select:
Send message : To send a message to a phone number. Fill in the necessary information such as: phone number (you can search from the contact list), message template parameters
Create campaign : To send messages to 1 or more phone numbers
Step 1: Upload the list containing recipient phone number information and message parameters.
Step 2: Confirm the information from the upload list. You can select "Back" to reload the list.
Step 3: Name the campaign, choose a sending method (send immediately or schedule sending) and select "Create campaign" to send the message.
In this section you can see the list of messages that have been sent, displaying full information such as:
ID: The msg_id information that Zalo returns is understood as the ID of the ZNS notification (this ID is unique)
Template name: shows the name and ID of the ZNS template. You can click on the system ID to link to the ZNS template to view detailed information of the template.
OA Name: to know which OA the message is sent from
Phone number/user id: shows the recipient's phone number or userid information
Send time: Time taken to send message
Status:
Success: sent successfully to recipient's phone number
Failure: the message could not be sent to the recipient's phone number. When you hover over "Failure", you will see the reason.
Processing: displayed for news that is being processed
Unit price: shows the price of each news item and can know if the news item is charged or not
You can view the details of a message by clicking on it. In addition to the information displayed on the outside, the details section also displays the following information:
Time of receipt
Received status: Unknown (for failed messages), received
News type
Sender: name of the users account that made the send
Tracking ID: The ID you enter when sending a message
Message parameters: the parameters you declare for the message
Customer feedback on reviews
Support filter and export excel by filter as shown below.
ZNS Journey is a series of ZNS messages sent to Zalo users, with a separate charging mechanism applied to optimize costs for partners in sending ZNS messages with use-cases such as electricity and water bills, shipping routes or purchases compared to sending each individual ZNS message.
To be able to send ZNS journey, you need a Journey token (Journey token is an identifier to send ZNS).
This section will display a list of initialized journey tokens containing the following information:
OA Name
Recipient phone number
Creation Date: the time the Journey was created
End Date: the date when the Journey token expires (7 days after creation)
Charge time: calculated from the time the ZNS journey message is successfully sent to the user and charged
Status: success, failure
Charges: yes or no
Supports filtering by:
Time
OA
Recipient phone number
Charges: yes/no
Status of the message
Select "Details" to see the following additional information:
Token
Sent messages: list of messages sent to recipients using the above token
Displays a list of campaigns that have been created using the following information:
Campaign Name: The name you give the campaign when creating the send time display for timed campaigns
OA Name
Message: displays the name and message ID you used to send in the campaign
Creation date: the time you created the campaign
Status:
Completed: message sent to recipient
Failure: all messages in the campaign failed to send
Processing: displayed for campaigns that are in processing
Cancel: displayed for campaigns that you cancel (this feature is only available for scheduled campaigns and campaigns that have not yet been sent)
Estimated cost: based on the list uploaded when creating and the unit price of the news sample, the system will calculate the estimated cost for the campaign.
Support filtering according to the necessary information to search quickly.
To see more information, click on the campaign to see details:
Recorded: Number of stories recorded from the list uploaded when creating the campaign
Sent: number of messages sent -> click to see details to be linked to the message sending list, here only shows messages created in this campaign
For scheduled and not yet sent campaigns, in the details section you can:
Edit: Edit the sending time or choose to send immediately
Cancel: To cancel a created campaign
Additionally, in this section you can create a campaign by clicking "Create Campaign" in the upper right corner of the screen.
Step 1: Select the Official Account you use to send the message. You can change the campaign name if you want.
Step 2: After selecting Official Account, the system will display a search filter for the news item. You can enter the news item name and select the news item that has been declared under the OA you choose. Select continue.
Step 3: Upload the list containing recipient phone number information and message parameters.
Step 4: Check the information you just downloaded, you can select "Back" to return to step 3.
Step 5: Select the sending method (send immediately or schedule sending) and "Create campaign" to send the message.
The following information can be obtained:
Message ID
Name and ID of the news item
Name of OA to send
Recipient phone number
Number of customer stars
Review content
Note
Time customers submit reviews
Also supports searching by: message template, recipient phone number and message ID.
After successfully linking OA, you will see a list of users who have interacted with your OA. The list shows the following information:
Full name (user's Zalo name)
Avatar
OA Name
User ID (can make calls to user id with interactions within 30 days)
Last interaction time
Phone number (displayed in case the customer agrees to share information)
Location (displayed in case the customer agrees to share information)
Number of OA followers
Besides, the system supports necessary filters to help you find information fastest.
You can see detailed information by clicking on the user you want to view. Here you can see more information about:
Time of last user interaction
Status: Interested or Not Interested
Detailed address
What tags is this user assigned to?
Provide customer support via online chat channel on Zalo via Zalo OA.
To use the OA Chat feature, you must link your Zalo Official Account .
Send and display messages in the form of: text, stickers (with animation), add 272 sets of stickers when chatting (can search stickers by name), images, files, ....
Chat thread handling (Assign chat to users, manager)
Note:
For the company owner account can see all customer chats.
For management and users accounts, they can only view chats of customers assigned to them.
Create and tag customers
Support filtering by label, customer name, phone number...
Show notification of next message is free or charged in chat box
Ask for user information or add customer phone number information yourself (if available) to map the user_id information and customer phone number -> from there I can see the list of messages ZNS has sent to customers before.
To request user information, you can click on "Request Information"
On the Zalo user side, there will be a form requesting information. When the user clicks on it, there will be information such as Full name, phone number, address (this information is filled in from the user information previously authenticated with Zalo). Zalo users just need to select "Agree to provide information to eTelecom" and the information will be sent to OA.
When OA receives user consent to provide information, the system will automatically update that information into the Address and Phone Number form.
Here you can set up your company information:
Contact information
Business information
Here you can see all the hotlines that the company is using.
You can view the list of labels and delete previously created labels in the "OA chat" section.
To use the ZCC feature, you need to link "Zalo Official Account".
Select add new to link Zalo OA (Official Account).
To link Zalo OA, you must be the "Admin" of OA and logged in to the "company owner" account on cs.etelecom.vn .
There will be 2 forms of linking for you to choose from:
eTelecom Applications
Your application: When you select this link, please configure your application according to the following document " Zalo Cloud Connection Guide "
The system will display a list of OAs that you are an Admin of.
After selecting the OA you want to link -> Check the box "Agree to allow the application to manage Official Account" -> Allow.
After successful connection, the system will display the following information:
Logo OA
OA Name
OA ID
Message sending quality: When you hover the mouse over the system, it will display additional information about the OA's ZNS message sending limit.
Application:
Display application name for eTelecom application use case
Display the app ID for your app use case
Refresh token expiration date is valid for 3 months from the connection date
Status: Connecting / Disconnecting
Note: Depending on the package you purchase, you can link 1 or more OA.
We click the button on the right of “Status” to refresh the token, disconnect the OA or update the Webhook:
Disconnect: when you want to temporarily stop using ZCC service
Refresh Refresh token: when the "Refresh token" expires, you need to refresh "Refresh token" to be able to use the "ZCC" feature.
Update Webhook: After setting up Webhook, the registered Webhook will receive user interaction events with Official Account. For example: User sending text message event to OA, User following OA event, User receiving ZNS message event...
When "Refresh token" you must be the "Admin" of OA and logged in to the "company owner" account on cs.etelecom.vn .
Here you can change your login password to cs.etelecom.vn by selecting "Change password" in the bottom right corner of the screen.
Here shows the Company Code, Company name and your role in each company.
If you encounter any problems during use, you can contact eTelecom for support in this section.
Select "Submit a support request" on the top right of the screen.
Please provide the necessary information as requested below and then select send request:
Select the type of support request:
Technical Support
Deposit - Reconciliation
Register Hotline
Complaints - Suggestions
Other
Title
Content: shows the information you need support with
You can also view a list of previous requests and track the status of each request.
Click on the request you want to see details, here you can chat with eTelecom support users.
