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1. u pn pn International E Corporation IPC Customer Service System User Manual Version 10 3 0 October 2011 Disclaimer This document contains the latest information available at the time of the publication However IPC reserves the right to modify the information contained herein at any time with or without published notification Neither IPC nor any organization contributing to the EPG EMS EXPRES REG INS or Parcels Customer Service project offers any warrants express or implied regarding the accuracy sufficiency suitability merchantability or fitness for any purpose of the information contained herein Any use made is entirely at the risk and for the account of the user IPC 2011 THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation Table of Contents 1 The IPC Customer Service System CSS ccccseceseeeeseeeneeseneeceneecnsesenseeeseeoasesenseoeeesons 4 2 System Reguikemenis atenteca scree cetesreneereeec avec nensnteeraessnesuend aeecsewecenecusebemeucuseensecstusucusecuaues 4 2 1 PROV AS EAE ES E E E E A E T E A EEE EE ATS 4 2 2 UY AU e E E E E E tee ssuts oasis eeeeesacetsoyscact 4 2 3 Internet Requirements cccccccccceeeeeeceeeeeeeueeeeeesaeeeeeseeaeeeseaeeeeeseaeeeeseaaeeessegeeessseeeeseaeeeesseeeessaaeees 5 Ds MICIDP QOS scicccsssecenccsncccegecteieaniccsenccsscssenceatnecscecceswecanccanttsencnsnccedeeasinctesecnincstatcsercsenteetenesures
2. Full Investigation and the department for mail without address Agents to provide copy of written POD addressee s signature attached to WPOD Reply in CSS or by fax or e mail A written POD can only be requested in the case of actual delivery Generic Inquiry used for a wide range of purposes different from the workflow steps mentioned above but concerning requests on item level Examples updates on queries provision of delivery address additional information etc 6 working hours 10 working days 10 times 7 working hours 5 working days 5 times 7 working hours 28 working hours 4 times 7 working hours 3 working days 3 times 7 working hours Expres INS REC and REG working hours 7 consecutive local hours per working day 10 00 17 00 hrs Non working days weekends National Holidays are excluded THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 50 International cal Corporation 24 Product workflow and reply deadlines Parcels Inquiry type Customer Service activities what to do Maximum reply time Investigation Special Search Full Investigation Written POD General Information Agents check their T amp T system s and or physical locations that the queried item should have passed en route to its destination OE s distribution centers delivery offices etc Agents check their T amp T system and physical locations that the queried item should have passed e
3. Logout Menu Bar 5 sections Tracking the link Tracking provides the possibility to track individual items and immediately start a workflow with the retrieved T amp T data Multiple Tracking allows the users to view the tracking status of multiple items up to 10 for informative purposes only i e no workflow can be started Workflow contains hyperlinks to messages for those that do not start the workflow via Tracking e g when no T amp T is available Open a new inquiry part of the workflow by clicking on the corresponding link Customization the User Profile link allows you to complete modify your user profile Edit holidays provides the possibility to submit a call center s non working days Misc Miscellaneous contains links on 10 item label check allows you to check the validity of item barcodes Call Centre info a page showing your call centre s details Operators a page showing the details of all Operators using the current product including call centres and Track amp Trace links User Manual this document to view or download New Features a list of changes implemented in the last version of CSS Clicking on Logout when leaving the system ensures a proper cleanup of your session data 6 2 Message tracking Message tracking on top of the screen consists of two sections the Product Switch and the Message Counter incl on line status These features help you
4. MESSAGE COMMANDS 10 7 PDF and forwarding messages by e mail Agents are given the possibility to forward all types of workflow messages requests and replies including General Information to third parties by e mail Buttons in the standard commands section in all messages allow agents to either download the message as pdf for storage on local system or immediately e mail the message as pdf attachment to third parties To create an Acrobat Pdf file of the selected message you click the button PDF under standard commands Your local system will then ask to open the message as pdf or save it on a drive of your choice To create an e mail the following activities have to be performed click mail under standard commands 1 complete the appearing sections recipient e mail address subject and body text 2 and then send the message 3 THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 29 International cal Corporation Note that the pdf version of CSS messages has another layout compared to how it s displayed on your screen all information i e fields and values are conveniently listed for quick and easy consultation by third parties STANDARD COMMANDS E ATT C oo Malt o MAIL FORM q Message end Emai ide Send Email A Hich The CSS e mails are sent through the IPC server and should as such not be replied this is clearly mentioned in the address field norep
5. also fields such as date of posting and weight can be pre filled based on T amp T info found An overview of pre filled details can be found on in Escalating from tracking data 7 6 Remarks personal remarks and previous remarks All messages contain a remarks section sometimes optional sometimes mandatory This section contains a text editor which enables you to include bold text italic text bullet points etc Personal remarks you have saved in your User Profile can be used in the remarks section Separate remarks are available for requests and replies By clicking the drop down list personal remarks the titles of your predefined remarks appear selecting one automatically includes the remark in the text field Once included in a message the text can still be edited THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 20 International Corporation aval mE Personal remarks E 7 U e 3 3 255055 Information entered in Remarks sections are retained throughout the entire workflow Remarks from previous messages in a workflow are displayed in a separate section Previous Remarks for reference purposes Note that this also includes General Information workflows when these were created on the same item ID Previous Remarks is closed by default but can be opened by clicking in the plus symbol in the header The full tree vision that appears as such shows the remarks given per previous step in the workflow includ
6. ct arp ccectensestemesesenctantesteh T E 15 6 10 1 HEMIPSS CUON scacmshstnntscrsaans tea cssneansaaspsemunsnmscaidagnsanessniteachisuniannhanpientadnulanchiniaeadatunkeantncensmeatantanskiesnentaa 15 6 10 2 Message SECTION ccccccsesceccceseeeccessececeusececsaeeecseuseecseuseeessaueeecsaaseeeseaueeessaeeessagseeeseuseestsaseeesss 15 6 10 3 Partners and Call Centers section ccccccccccceeeeeeeeeaeeeeeeeeseeeeceeeesaeeseeeeeseaeseeeessaeaeeeeessaaneeeseeeas 15 6 10 4 Late replies queries cccccccccssseccccesseecceeseeeceaeeeceeaseecseuseeesseueeecsauseeeseaseeessageeessauseeesegeeesseaeeesess 16 6 11 BF i acc cea secon ees denise wee P niet icra sie eine neta insane A PEE E vedio E T 17 612 4016 91210 EXCEL Ae eee ee RR a ee ee ee eee ee eee EE eee 17 7 Creating escalating and viewing workflow messages ccceeseeeeseseeeeeeneseeeeeeneeeeeenens 18 7 1 How to create ee OUS Sl mvcscctesvnccad ques recasuaunasngen cece giamdusuaiversaaqeummenatierinenquveniunn giesnexaaummeaniemmensnatens 18 7 2 FIOW TO ChE ALS AT CONY AEE 19 7 3 PISS SAG SSC HONN Sota crrostcnre str gneeaincanitews sinvitienasieruicadamen Rasameeeaaanaroesentamend datitentecansusheahanrstentsaenddeauneeteoasaun 19 7 4 Message TOU MING ccerccsntarsnentunaneencisanteassaretanadernhe ans ornRicaiene tdadacesianedcun tants EER EEEE ET 19 7 5 KO FOU O ee contami ystieauitentancn euntewaiaws S E R 20 7 6 Remarks personal remarks and previous FEMALK
7. replied by the destination Operator When no further actions are to be performed you can use the button search new item for a new search or close to go back to the main screen Print effectuates a print out of the actual tracking data all sections Note that tracking and escalation does not change anything in the workflow escalation sequence process 11 4 Use of pre filled data in inquiries When escalating from Tracking Data using the workflow buttons the selected inquiry request form pops up in a new window just like a regular request The retrieved CAPE data however will now be immediately prefilled in the inquiry form s appropriate sections The following details entities can be prefilled depending on message type and availability of data ltem Id Weight Destination partner Date of posting taken from A event Origin country Destination country THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 34 International ca Corporation e All CAPE details as listed in Despatch and Receptacle Information 2 sections All EMSEVT item tracking as listed Item Tracking e Name of recipient taken from event gt in WPOD request only Note that all prefilled info remains overwritable Sections Despatch and receptacle information CAPE and Item tracking EMSEVT both contain a tab manual allowing you to enter details manually in case this should be done ITEM TRACKING aes
8. JICFRA LA POSTE ColiPoste FR J1CFRE LA POSTE ColiPoste SERCI GB JICGBA Royal Mail Great Britain GR JICGRA Hellenic Post ELTA IE JI CIEA An Post Ireland J1CISA Iceland Post T JCTA Poste Italiane S p A LT JICLTA Lietuvos Pastas LU JICLUA Luxembourg Post NL JICNLA TPG Post NO JICHOA Norway Post Lid PT JICPTA CTT Correios De Portugal 5 A JICSEA Posten AB Sl JICA Slovenije SK JICSKA enska Posta a s US JICUSA United States Postal Service Back Be advised that the list is product specific only Operators that support the current product i e the product module you are currently working in are shown The following Operator specific details are available THE NATURAL PARTNER FOR THE POSTAL INDUSTRY AO International cal Corporation o Clicking on OE Office of Exchange codes in use o Clicking on Call Center overview of the operators active call centers with information such as working hours holidays time zone o Clicking on Track and Trace this directs you to the partners T amp T page When Y is shown the partner has T amp T facilities but no website to show these In case the information you find is incorrect or Track amp Trace links do not work please contact IPC via cs ipc be THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 41 International cal Corporation 16 Frequently Asked Questions What is the default application There is an application or module fo
9. could be general or item specific and are as such sent to all some or one destination partner s New Broadcast messages are indicated in the section between the message counter and the tabs sender and subject clearly appear in red In order to view the new message you go to the Broadcast tab click update and open the retrieved message from the list The alert then disappears Note that the bold unbold process does not apply to the broadcast section Replies 0 0 0 0 UTC 007 2010 16 02 received Local O5 07 2010 18 02 Online users 64 Broadcast from GBA National Holiday on July 12th Requests sent Replies received o do updates Req sent updates Broadcast Query THE NATURAL PARTNER FOR THE POSTAL INDUSTRY ell International Corporation Important Broadcast messages do not require a reply are not viewable through the Query module and remain in the Broadcast folder for only 10 days Further information on Broadcast messages in section Creating Broadcast messages 6 10 The Query Section The query screen is located under the Query tab It provides access to the CSS database and allows you to retrieve all requests and replies that have been created during the last 2 years By simply specifying one or more selection criteria on the query screen you can find all workflow messages you re looking for There are 4 sections in which you can enter search criteria Toda Requests sent Replies received To d
10. from the database and have it displayed in the list under the replies tab To view the full message of the reply you click on the item ID in the replies list A new window appears containing a view only mode of the reply form sent by the destination call center Buttons in the section message commands at the very bottom of the form allow you to choose the next step in the Customer Service process workflow e Create lt next step in workflow gt allows you to escalate the next step s request form appears ready to complete and send Information provided in previous steps is kept in the request e Redirect provides the opportunity to send the same request to another partner The request form appears containing all information that was already provided in the initial request see also Redirecting requests e Close case closes the complete inquiry It will no longer be possible to escalate and the reply disappears from the replies folder Be advised that you should only close a case THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation when you are sure that no further actions are required see also Close and re open workflow e Back you close the reply form and go back to the replies folder The reply remains in the list and is active As such you will be able within 30 days to open the reply again and perform the next step in the workflow For more information on the buttons and
11. is used and a final delivery I event is listed a WPOD Request may be created directly from the window Tracking data The name of the recipient when available will then be pre filled in the request e When any of the reply forms in the workflow shows item delivered you may create the WPOD request as escalation action directly from the reply form that was received button on the bottom of the form The WPOD requesi reply requires a number of specific actions Apart from the response time special attention is given to the provision of the actual copy this document when not attached should be sent before the WPOD request is replied via CSS In case the agent wishes to attach THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 24 International cal Corporation the hard copy to the WPOD reply the Browse button under attachment in the reply form should be used see also attachments WPOD requests are either created from scratch via the Written POD Request link in the main menu under workflow from Tracking data or as step in the escalation process by clicking the POD Request button at the bottom of a reply form Important make sure you have proof of an item being delivered before you send a WPOD request e g l event in Tracking or a reply that states final delivery 8 3 POD Failure form only EMS EPG and Parcels In case the aforementioned procedure is not respected you are able
12. requested in the case of actual delivery Generic Inquiry used for a wide range of purposes different from the workflow steps mentioned above but concerning requests on item level Examples updates on queries provision of delivery address additional information etc 6 working hours 10 working days 10 times 7 working hours 5 working days 5 times 7 working hours 28 working hours 4 times 7 working hours 3 working days 3 times 7 working hours Expr s INS REC and REG working hours 7 consecutive local hours per working day 10 00 17 00 hrs Non working days weekends National Holidays are excluded THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 49 International Corporation 23 Product workflow and reply deadlines INS insured J PRIME Vii Inquiry type Customer Service activities what to do Maximum reply time Investigation Full Investigation Final Investigation Written POD General Information Agents check their T amp T system s and provide the requesting agent whatever information is available about the item Agents check their T amp T system and physical locations that the queried item should have passed en route to its destination OE s distribution centers delivery offices A CN18 must be sent to the addressee in order to obtain proof of non delivery if requested in FI Agents check their T amp T system all physical locations as mentioned under
13. time you may expect a reply from the receiving partner All times are in local time When a request is sent the message counter Requests sent changes hit update to retrieve this message from the database and have it displayed in the list under the Requests sent tab It remains there until a reply is received Newly sent messages are displayed in bold whenever the receiving call center opens your request it turns to unbold As such you can see when the destination partner starts working on your request Clicking on the item Id bold or unbold will give you the opportunity to view the message but once sent a request cannot be modified anymore If the request has been resolved by other means than the CS system or a mistake has been made in addressing the message the sender may decide to recall it You can only recall a request when the recipient has not yet replied to it The recall button can be found on the bottom THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation of the request form that you have opened from the Requests sent view Recalling a request removes it from the Requests sent folder See section Recalling messages for further details Date time when reply was received 6 7 The Replies received Section New messages appear in bold with darker background click the row to view Type of reply Requests sent Replies received received To do updates Re
14. 6 2010 10 12 Air Mail Unit Import 22 06 2010 11 32 Transport Delivered ZRH FIHELACHZRHCACE00142001000057 22 06 2010 13 35 Exchange Office Import CH ZRH C Transport Consignment Close FI w FIHELACHZRHCACE00142001000057 COMMANDS Select the appropriate step in the workflow or go back in case you do not wish to continue with the retrieved details Search New Item Close Print PDF Create Investigation Create Special Search Create Full Investigation Create Written POD Create General Info THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 32 International cal Corporation The 3 sections in Tracking Data contain the following details e ITEM Item ID and item weight ITEM TRACKING list of EMSEVT item tracking events This section contains columns on date time of the event description of the event location transport reference and other references e DESPATCH AND RECEPTACLE INFORMATION list of CAPE messages This section is divided in two subsections 1 Overview in which key CAPE details are displayed Origin OE Dest OE Category Class Despatch no Despatch date Receptacle no 2 List of CAPE messages containing columns on date time of message description of the event location and references All tracking events are listed chronologically References comprise several details depending on the message or event e Transport numbers from C event CAPE messages e Receptacle barcode from PREDES e Reason for event from E and H ev
15. 604 P JP HK S30 0310 11 14 16 JPA JPNGO1 HKHKG1 Notdel 06 10 11 08 16 i 7 8 Message commands and Standard commands To conveniently perform your actions in the message workflow e g creating escalating printing all messages contain two separate sections in which all buttons for these purposes are included Message commands show buttons you need in order to create or escalate or when specific workflow related actions have to be performed e g redirecting MESSAGE COMMANDS Create Special Search Create Written POD Redirect Mark Unread Close Case Standard commands show buttons you need to carry out standard actions with regard to messages and are available in all workflow messages STANDARD COMMANDS Back Print PDF Mail Item history ltem tracking Further explanation on the functionalities of message and standard commands follows in the section on Workflow THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 23 International cal Corporation 8 General Information WPOD and Broadcast messages Not all messages provided by CSS are part of the inquiry escalation process or workflow Agents are also given the opportunity to send messages that serve different purposes The following messages can be distinguished 8 1 General Information Request GIR General Information Request and Reply are a separate workflow but without escalation possibilities These messages can be sent at all time for different pur
16. APE tracking information in CSS e At all times CS agents can start the inquiry process without retrieval of CAPE messages e g in the absence of CAPE data The conventional workflow method remains in place e Messages started without CAPE retrieval may contain CAPE data in a later phase as CAPE information will always be uploaded whenever it becomes available e Updated CAPE data can also be consulted from already created workflow messages Each request and reply message contains a button Check current item with CAPE at the bottom of the form e All retrieved data is dynamic it refreshes every 15 minutes and always shows the latest item despatch status Dynamic retrieval applies to both the window Tracking Data and all workflow messages request and replies that were created using the retrieval option This also implies that every time a request or reply is opened with 15 min interval regardless from where in CSS the retrieved details are updated e CAPE data is retrievable by only origin transit and destination partners on the physical route of the queried item This is verified by origin transit and destination details OE codes mailboxes operators in CAPE e What you see is what we have got all available EMSEVT and CAPE details will be retrieved and displayed no information will be filtered altered adjusted or rejected Postal partners are responsible for the quality of their exchange i e sending and receiv
17. HE NATURAL PARTNER FOR THE POSTAL INDUSTRY 30 International Corporation Handler ONg Orig Dest Msg Due Partner Center Center Type Date EH128414869U5 US Fl Fia 0311 09 01 56 Johanna Litmanen USA DEN STL WA 05 11 09 17 00 Item Orig Dest Type Date Ctry Ctry After being picked up the name of the handler also appears in the request message under message commands MESSAGE COMMANDS This message has already Rep Mark unread ply been picked Up by Annemari Hallanoro Notes e After being picked up the request remains accessible to all agents e The use of pick up is optional e Handler is not visible for the sending operator 11 CSS CAPE Interface Tracking and instant escalation All Operators exchanging Track amp Trace information on international items have an interface with CAPE in the CSS main menu This feature can be found in the section Tracking In case you do not see this section and yet your organization is providing Track amp Trace details please contact IPC CAPE developed and maintained by IPC can be considered a transport control system for the international exchange of postal items As such it provides transport details from over 100 postal operators for several products on several levels handling consignment despatch and receptacle Additionally CAPE also captures item level information EMSEVT item scan events All information is based on EDI messagi
18. L DETAILS Login EPG004 First Name John Last Name Jones Phone 1 334 067 8880 Fax 1 334 067 8883 E mail john jones customerservice com Message Filter CallCentre Level iv Internet Explorer 6 MESSAGE SIZES To do Message List Size Requests sent Message List Size Replies received Message List Size 5000 5000 5000 CHANGE PASSWORD Type New Password Retype New Password Type Old Password DEFAULT PRODUCT Default Product EMS rv PERSONAL REMARKS Edit personal remarks When changes are made you hit the button Save THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International cal Corporation 6 Main Screen The main screen consists of 3 sections The main menu left hand side of the main screen the message tracker table at the top of the page and the message lists in the middle of the screen The message lists are part of a Tab Control feature containing seven tabs which correspond to specific message views To Do Requests sent Replies received To Do updates Requests Sent updates Broadcast and Query 6 1 Main Menu IPC Customer Service System 10 3 0 css User sipho Partner JICZAA Cc ZAKEM1 EHS Trackin Tracking Multiple Tracking Workflow Special Search Full Investigation Written POD General Information Broadcast Customization User Profile Edit holidays Miscellaneous Call Center Info Operators CS5 User Manual New Features 510 item identifier check
19. Manual lt 7 Evt Date Description Location Transp ref Details Reference A 26 03 2008 Posting Collection a 2409 C 27032008 Departure from Outward OE c NOOSLB No changes have been made to the process of completing and sending inquiries both requests and replies After having verified if all details in the inquiry are correctly filled in you can send the message as normal 11 5 Multiple Tracking Click the Multiple Tracking link in the main menu A pop up window appears where you can enter up to 10 item ID s separated by a semicolon For full tracking details please enter item Id s EMS on org item Trackin Tracking Multiple Tracking sp Search Note Enter item id s Separated No escalation steps possible The retrieved info appears in a new window Tracking Data and contains the same sections as single item tracking Be advised that Multiple Tracking should be used for informative purposes only escalation to workflow messages is not possible Click the tabs to view the corresponding item s tracking details eee oe CPOSSOFO776ES CP0712716937E5 a ITEM Orig item id CP111187750ES Weight No weight given ITEM TRACKING Evt Date Description Location Transp ref Details Reference A 110308 10 29 Posting Collection a C 14 03 0814 08 Departure from Outward OE c ESMADB D 19 03 08 15 12 Arrival at inward OE d BEBRUF THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 35 Internatio
20. RTNER FOR THE POSTAL INDUSTRY 15 International Corporation Example when you select yourself as destination country under 1 choosing destination as type will give you an overview of the messages you created as destination country i e the replies Choosing origin will give you a list of messages you received from the origin i e the requests Select a Partner or Call Center for further fine tuning when needed 6 10 4 Late replies queries Ticking this box in combination with other criteria filters out all late replies that were sent or received This feature can be used in order to have a view on your on time reply performance All criteria have an AND relationship between them meaning that the results have to meet all criteria selected Criteria are optional If no criteria are entered for a specific field the search will just ignore that field and display the results on the basis of other criteria specified The following image is an example of what appears on the screen after you have selected a number of criteria and clicked the search button Example This query is on items from UK to FI Destination country on Special Search only between May 25 and June 5 Type Destination is selected to view destination country s replies only To do Requests sent Replies received To do updates Req sent updates Broadcast Query id Orig Country United Kingdom Dest Country Finland v Fr
21. S cccceeccecceeseeeceeeeeeeseeseeecsaueeesaeeeeeesaeeeesaaes 20 Tar ACAM NS e a A E E E E R E R 21 7 8 Message commands and Standard commandS ccccccseeseceeecaeeeeceeeeeeeeeeeeeseaeeeeesseaseeeeeeaaaess 23 8 General Information WPOD and Broadcast messages sssssusssnnnnennnnnnnnnnnnnnnnnnnnnnnnnn 24 8 1 General Information Request GIR cccccccccccccsssseeeceeeeeeeeaeeeeeeeeeeeesseeeaeeseeeeeesseeaseeeeeeeessaaaaeees 24 8 2 WPOD Request Written Proof Of DeliVEry cccccccccseeeeeeeeeeeeeeeeeeeeeeeceeesseaeeeeeeeeeeeeeeeesaeaeeeeeeeas 24 8 3 POD Failure form only EMS EPG and Parcels ccccccseeeceeeceeeeeceeeeeeeseeeeseeaeeeeeseeeaeeeeeseaaess 25 8 4 Broadcast messages lt cccicncesancedecessninenicsundsaentetanscescndsenstevcceddancdectsnvenedeceesdderteGeentseendeceeerenscesens 25 9 Reply times calculation Process ccsccceesccsseeeeseeeeseeeseeeeseeenseoeneeenseeenseoeneeensseeaeeoenenoas 26 10 Workflow actions activities and possibilities 22 0 0 cece eeee cence eee eeeeeeeeeeeeaeeeeneeeeeeeeeeens 26 10 1 Status and Reason I AWS acrteactncrasssrsoradimedecassnctasnanetbainse kr alcnwehaiasuusnsiiens esiasenthent sustectteusthonhenmancast 27 10 2 Redirecting reQueSt ccccccccccsssscececeeeeeeecceeeseceeeeaeuaeceeeseueseeeeessaaseeeeesseaaecesesseaeeeeessaageeeesssagess 27 10 3 Close ANd reopen WOFKTIOW ccccceeccccceeeeeeceeeeeeeseeeeeseaeeeesease
22. STDIE ESA ESATCUI ae i ee aie eset 13 25 13 30 11 42 CP386733882US US ES seme oe koranne WA Esa Esarcu AAM M j 25 29 Martinez 417200 13 23 Total 5 Last updated 08 06 2008 19 31 Click on the tab of your choice to view all updated items in that list Both lists contain columns Update and Type showing respectively the date of the new event and the type of the new event For an explanation of the tracking events consult the section on CAPE acronyms All ttems queries can be opened directly from the lists When having received sufficient updated tracking information in To do updates clearly displayed in red the agent may want to anticipate immediately and reply to this query New information in Requests sent updates may lead to a message recall ITEM TRACKING iy Manual Evt Date Description Location Transp ref Details Reference C 18 05 2008 Departure from Outward OE c D 19 05 2008 Arrival at Inward OE d ESMADB Final Delivery i 11080 Ti PERSONA AUTORIZAD I 2310 5 2008 THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 36 International cal Corporation Be advised that the updates lists are always synchronized with the corresponding To Do and Requests sent lists The color alert for new tracking information is therefore also available in the Original messages 11 7 CAPE characteristics good to know The following phenomena are important to understand when using C
23. age header and allow you to enter a value on which you would like to filter the message list Use the Filter button to activate For more information see the section on Filters 6 6 The Requests sent Section New messages appear in bold with darker background click the row to view Type of request Requests sent Replies rp Filter Due Date local time Red means that request is overdue at destination eived To do updates Reg sentepidates Broadcast QuUery Update Current page 1 of 1 Item Dest Type Author Orig Dest Dest Msg Due Center Partner Center Type Date EE0891235342Fl Fl AU GIO 06 06 08 12 00 Jari Ritvanen MWA AUA MWA Other 12 06 06 10 00 FE338100967F FI FR WPODQ 06 06 08 11 46 Jari Ritvanen M A FR M A 11 06 08 11 46 EEOO 0023 44 Fl Fl BG WPODQ 06 06 06 17 45 Jari Ritvanen NA BGA WA 09 06 08 15 15 EE002004005FI1 FI AN ola 06 08 08 11 44 Jari Ritvanen M A ANA CUSSERAN tem 10 06 08 20 00 EEQ06006007FI FI GB Sou 000s 19 39 Jari Ritvanen M A GBA MJA OS 06 08 19 00 EE020130795F1 Fl DE FIG 21 0508 12 52 Riitta Mononen WA pog WNA 27 05 08 12 52 Total messages Last updated 00 0603 13 24 For Update and Filter functions please consult the To Do view Time since last Update The Requests sent section lists all outgoing messages Here you find all requests issued by your call center partner to be replied by the receiving partner The column Due Date here shows the latest date
24. al Corporation 1 The IPC Customer Service System CSS IPC s Customer Service System CSS is a message workflow based application coordinating inquiries between Customer Service CS agents of postal operators and delivery agents CSS provides a standardized and measurable approach to handling international customer inquiries for various products These products are all traceable the individual barcode item identifier is therefore the basis of the inquiry The following products are currently supported in the system E Parcel Group EPG Express Mail Service EMS also known as Rugby Post Expres EXPRES Registered letters REG Insured letters INS Parcels also known as the Internet Based Inquiry System IBIS Autonomous modules are set up for each product CSS is web based and as such available over the Internet via a web browser Applications and database reside at the International Post Corporation IPC in Brussels users are therefore not required to install special software see details in section system requirements IPC is also responsible for development and maintenance of CSS Being web based and as a result of IPC s standardized and transparent approach in terms of set up CSS provides a number of advantages and benefits to its users e One application and one procedure supporting several products Decrease of paperwork elimination of CN08 Flexible approach towards changes and en
25. are already any outstanding requests i e not replied on the same id When this is the case a warning is displayed which disappears automatically after a few seconds ITEM CPO74764875F OA z There s already an outstanding Pe inquiry for this item in your Requests sent list however itis in another Orig Country Finland ea So vou can proceed if you a Orig tem Date of posting THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 39 Examples of validation checks e Agent creates a Special Search Request on an item for which a General Information Request is outstanding gt warning displayed but Special Search Request can be sent requests are in different workflows e Agent creates a Full Investigation Request on an item for which a Special Search Request is outstanding gt warning displayed and Full Investigation Request cannot be sent requests are in same workflow International Corporation 15 Operators Details and Track amp Trace The link Operators in the main menu provides an overview of useful information on Operator level Click on the link and the following page appears OPERATOR INFO Country Name Full Name CallCentre OE Track and Trace AT AT_OPT DHL Trans o flex CallCentres Ol Click here BE JICBEA De Post La Poste Belgian Post Int CH JiCCHA Swiss Post DE JICDEA Deutsche Post DK JICDKA Post Danmark A S ES JICESA Correos y Tel grafos Espagne Fl JICFIA tella FR JICFR LA POSTE Chronopost FR
26. at are based on this calculation method In case agents or managers would like to have a view on their call center s on time reply quality they can use the Query section in order to create a list of late replies See Query section for more details Important e All times shown under due date are in local times e The system is available 24 7 This means that agents are able to request and reply outside their official working hours too e Due date times at destination i e the replying partner can never fall outside working hours in case a destination call center is closed during the receipt of a message the calculation process starts at the first available opening hour Example Investigation Request with a reply time of 3 hours EPG is received at 16 00 hrs in a call center that is open daily from 09 00 17 00 hrs Due date calculation will be as follows 1 hour on the day of receipt 16 00 hrs to closing time 17 00 hrs and the 2 remaining hours next day starting from 09 00 hrs moment of opening Final due date of the request day 2 at 11 00 hrs More information on reply times is available on the last pages of the manual under Product workflow and reply deadlines 10 Workflow actions activities and possibilities Agents are supposed to carry out well defined activities in each step of the workflow These regular actions are described per product in the section Product workflow and reply deadlines on the last pages of this
27. bject to specific requirements demanded by the respective product owners e g UPU for EMS and Parcels IPC for EPG CSS therefore only accepts item ID s that meet these requirements When submitting item ID s in either tracking or workflow messages you should consider the following restrictions 1 EMS o All item ID s shall be of 13 characters length shall consist of numbers and CAPITAL letters only and commence with E e g EA001002003XX 2 EPG o All item ID s shall be of 12 or 13 characters length shall consist of numbers and CAPITAL letters only and commence with E C or a number 3 PRIME EXPRES REG and INS o All item ID s shall be of 13 characters length shall consist of numbers and CAPITAL letters only and commence as follows e EXPRES item ID s must commence with L e g LX001002003XX e REG ID s must commence with R e g RAOQ01002003XX e INS item ID s must commence with V e g VV001002003XX 4 Parcels IBIS o All item ID s shall be S10 format commencing with C and consist of CAPITAL letters only e g CP001002003XX o An exception is made for bilaterally agreed item ID s communicated to IPC CSS uses specific restrictions on bilaterally agreed item ID s Note that CSS automatically converts lower case characters to upper case i e CAPITALS When the abovementioned requirements are not met a warning message appears on top of the workf
28. ch all Broadcasts the partner has received between the selected date and the current date will be displayed in a list All messaged can be opened and viewed THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 25 International cal Corporation 9 Reply times calculation process All steps in the workflow incl General Information and WPOD are subject to the so called reply time calculation process This implies that all requests have to be replied within a fixed timeframe depending on step in the workflow and product Immediately after sending a request the agent in the origin CS will be informed of this timeframe the Requests sent folder shows the latest reply date time in the column due date Upon receipt of the request at destination the agent there will see the due date too the column due date in the To Do folder shows the latest reply time per incoming request When the due date is not met entire line in the To Do folder turns red l Page 1 of 6 iter Clear Fiter tem Orig Dest Type Date Handler Orig Orig Dest Msg Due Cir Ctiry Partner Center Center Type Date Jh EES14550457HK HK PH FIQ Deor 14 44 HKA HRHKG WA OO 0FM0 14 44 EE6145804435HK HK PH FIQ O6 0F 10 14 39 HKA HKHKG WA 0907 10 14 39 EEF21863635HK HK PH FIQ 06 07 10 10 31 HKA HKHKG WA 5 0907 10 10 31 FE623791017HK HK PH Fig 29 06 10 10 01 HKA HKHKG NTA I 02707710 10 01 ea The reporting tool behind CSS creates several performance reports th
29. command available in workflow messages see the section on message commands and standard commands 6 8 The Updates sections To do updates amp Requests sent updates The tabs To do updates and Requests sent updates work similar to the tabs that were described in the previous sections To do Requests sent Replies received To do updates Req sent updates Broadcast Query When clicking these tabs you will get a list of inquiries for which since its creation tracking updates were received i e new tracking information on outstanding messages The update process is automated and runs twice per day a special alert will pop up when updates are found and subsequenily listed under the update tabs For a full explanation you may refer to the section Automatic updates of tracking information 6 9 Broadcast message view Sender of the Broadcast Subject given by sender To do Requests sent Replies rceived To do updates Req sagt updates Uery From HE Search Fage 1 w Current page 1of1 ll Orig Type Date Subject Partner 43066 International Post Corporation Eysterm 04491409 10 21 2010 NATIONAL HOLIDAYS lease submit by 1 December 43067 International Post Corporation yatem 0411709 10 09 2010 NATIONAL HOLIDAYS please submit by 1 December 435047 Poste taliane Uzer 0311709 13 02 ITSLY Track amp Trace re start A Broadcast message is created to advise other partners of situations that could have impact on them These situations
30. cteristics good tO KNOW ccccccseeeccceceeeeeeeeeceaeeeceeeeseaeeceeessaaeeeeeesseaeeeeeesseaeeeeessaaees 37 TASS CAF GOONS a cdectacsaduraniemaretniued uta cnaanmatiastaecinantibeiast cee EE A A E EE 37 Wed TRACKING CV CIS eee E EE coun dsSasteuhainenitsthcuueninh sae E 37 11 8 2 Cape Transport messages ccccccsssseccecceeeeceecceeeseceesssaseceeesaaaeeeesseeaaeeeessuaeceesssaaeseeesssageeeess 37 12 Hem iD FESUWICUONS srra EA AAEE 38 Hoe hem ID validation TO Ol esirssecscrccoeuscecdonssardcossasentonssosscosusssusonssonecosusaeusonssosacosusceusonssexecossacenes 39 14 Workflow validation CHeCK ccceesceeseeeeseeseeeeeeeseeesseeseeeseeeseeeneeeseeeseeeaeeeseeaeeeseeseneaennnees 39 15 Operators Details and Track amp Trace ccsccccesseeceeseseneeceneeseeseecensesenseseeseesensesonnesoeas 40 16 Frequently Asked QueSTIONS ccccccscesseeeeeneeeeeeseeseenseeseaneeeceaneesoenseesoaseeseonseesoneessones 42 17 Problem HOSOI OWN ciccc ane cierones secs cereeu se wpsevedaeacounatuavessuceseteccduessueccsdetueusceboussueteeeeswcaeedaerect 43 17 1 cannot connect to CSS what Can dO oo eeeeeccececcecceeeeeeeeceeeeeeeeenecneeneeneeneeseeseeseeeueeeeeneeaeenes 43 17 2 I cannot connect How do inform the other Call Centers cscceeeeeeeeeeeeeeeeeesseaeeseeeeeeees 43 17 3 The system performs slowly what Can dO ccccccccccccesseeeeeeeeeeeeeeeeeessaeeeceeeesaaeseeeesseaeeee
31. d for a wide range of purposes 24 working hours different from the workflow steps mentioned above but concerning requests on item level Examples updates on queries provision of delivery address additional information etc EMS working hours 8 consecutive local hours per working day no fixed hours Non working days weekends National Holidays are excluded THE NATURAL PARTNER FOR THE POSTAL INDUSTRY AG International cal Corporation 20 Product workflow and reply deadlines EPG E Parcel Group Inquiry type Customer Service activities what to do Maximum reply time Investigation Special Search Full Investigation Written POD General Information Agents check their T amp T system s and provide the requesting agent whatever information is available about the item Agents check their T amp T system and physical locations that the queried item should have passed en route to its destination OE s distribution centers delivery offices Agents check their T amp T system all physical locations as mentioned under Special Search the addressee in case CN18 procedure applies see EPG CS procedures in CSS main menu and the department for mail without address Agents to provide copy of written POD addressee s signature attached to WPOD Reply in CSS or by fax or e mail A written POD can only be requested in the case of actual delivery Generic Inquiry used for a wide range of pu
32. document THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 26 International cal Corporation Workflow messages also contain a number of specific actions related activities and possibilities that are crucial in the agent s daily Customer Service business This section goes through the most important ones 10 1 Status and Reason Pairs A mandatory part of all reply messages is the section Status and Reason Both fields are mandatory and provide a drop down list with options to choose from The most appropriate combination has to be selected in order to provide relevant information to the sender of the request Be advised that not all combinations of Status and Reason are valid After having selected the combination the remarks section has to be filled in with additional details mandatory In that case you must enter an explanation before your reply can be sent ITEM down box appears select your choice Orig Item CY065115988FR Dest Item EC63145198 GB a Delivery date Delivery time ee ee Status Reason Then select the appropriate Reason associated with the Status A drop down box appears select your choice Important be advised that the values provided in the Status and Reason fields are not retained throughout the workflow in every step you have to complete this section with the latest information available 10 2 Redirecting requests Normally a workflow is an exchange of messages bet
33. e of the message lists or to make a subset of specific query characteristics CSS provides a filter function This filter is included in the message header of the following tabs To do Requests sent Replies received To Do updates and Requests sent updates Item Orig Dest Type Date Handler Orig Orig Dest Msg Due Cty Cty Partner Center Center Type Date nS f Using the filter on item level 1 you can find specific item s e Fill in a full item id to filter out the specific item you are looking for e Use part of an id e g CP02 to view all queries on items starting CP02 Other filters depending on message list e Filter on origin country or destination country provides an overview of queries from the country you have entered only e Filter on type enables you to filter out specific inquiry types e g when you want to see Full Investigations FIQ only e Filter on handler gives you an overview of all messages handled by a specific agent e Filter on message type provides a list of all messages indicated with the type you selected Important e After having defined a filter you should click the Filter button right above the message lists in order to render the information you are looking for or simply hit enter on your keyboard e To clear the values entered in the filter fields when you use the Clear Filter button this removes all previously set filters and restores
34. eeseaeeeesseaeeeeeeaeeeessaueeessageeeesaeeeeenaass 27 TO WR ANSTO OY E E A E A A A E E E EE A E viautesant 28 Oo Nemi CR e a A E 29 OO RECIMO SS AS Sole taranareacezat tne ieersnarta sur bamdstouaenencaa a A tadatnsienatncin ebatsbuall 29 10 7 PDF and forwarding messages by Mall cccccccssececcesseecceeseeeceeuseeceeseeeseegeeessauseessauseesssegs 29 Oo MEUN gt nee ee E er On eh eee ee 30 THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation WS Mauny FCE UDe E E siicuesith siete dia ciistinneh Sauietensienecthacatetias 30 11 CSS CAPE Interface Tracking and instant eSCalatiOn ccccccseseeseneeeneeeeeeeeeeneeeens 31 11 1 Using the retrieval of CAPE data cccccccccccccsssseceeeceeseceeeseeeeseeeeesaeeeceeessaaeeesesaaaseeeeeseeeeeeessaaess 31 11 2 Tracking single item ccceccecececseeeeeeeeeeeeeceeeeeesseeeeeeseaseeeseeeeeeseueeeeseaeeeessaeeeeseaeeeesseeeeessaeeeesaass 32 11 3 Escalating from tracking data srsct sisicuniaeidsicntes teshcunh lt lewhivressehaussntyesbanseebsanie dies ataaseseaanicddentaesnssaaneddsanieads 34 11 4 Use of pre filled data in inquiries 0 0 ececccccceeeeeceeeeeeeeeeeeeeeaeeeceeeesaeeeceeesseeeeeesesseaeeeeeessaaeeeeeessaaess 34 14 5 Multiple Tracking siccin rina e EE E a EAE r EEDE ER en EENAA 35 11 6 Automatic updates of tracking information ccccceeeecceeceeeeeceeeceaeeeceeeesaaeeeeeeeseaeeeeessaaeeeeeeseaaes 36 11 7 CAPE chara
35. ents e Name of recipient from event In case an item was scanned in more than one despatch e g returns misrouted items transit the listing of related CAPE messaging will be split per despatch The section despatch and receptacle information will then show different tabs labeled with the Origin OE corresponding to the different despatches the queried item was tracked in Just click on these tabs to view full despatch tracking details DESPATCH AND RECEPTACLE INFORMATION USSFOA USLAXA Ta 27052008 Origin OE DKCPHB Date 414 24 Category A Recep 003 Dest OE USJFRKA Despatch 34 Class EN Date Description Location Transp ref Reference 25 2008 11 24 Despatch Close DKCPHB DKCPHBUSJFKAAENS80034003000094 20052008 10 53 Consignment Close DKCPHBO26305 DK 20092008 10 53 Transport Consignment Close DK A DKCPHBEBUSJFKAAENS 0034003000094 2805 2008 12 20 Transport Departed CPH DKCPHEUSJFKAAENB0034003000094 25 05 2008 17 29 Exchange Office Import US JFK A Transport Consignment Close US FAN o Se 57005900228 Yield signs protect sensitive information not to be disclosed to customers and other third parties such as flight details The procedure on what to do will pop up when moving the cursor over the symbol The actual record of the flight details in question is also displayed in this pop up THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 33 International cal Corporation Notes e All available EMSEVT and CAPE deta
36. esk Make Sure you submit the following details when doing so THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 44 International cal Corporation e Your User Name e Screen print of the situation you got stuck in as attachment e ltem number and type of inquiry you were working on in case not visible on screen print 17 5 I have forgotten or lost my password what can I do lf you have submitted a unique e mail address you can enter this on the login page under l forgot my password The system will automatically send you an e mail containing a new password It s recommended to change this password under user profile in the main menu as soon as you are in In case you do not have a unique e mail address please contact the IPC Helpdesk for assistance It is highly recommended to apply for a few back up passwords in case agents are locked out outside the IPC Helpdesk s business hours or when temporary staff is hired 17 6 The Tracking data is missing incorrect or incomplete Operators are responsible for the quality of the exchange of CAPE data i e transport data CAPE messages and item tracking data EMSEVT messages As such the IPC Helpdesk is unable to assist in case of missing incorrect or incomplete tracking details when using the Tracking option Questions on the quality of CAPE retrieval should be submitted within the agent s own organization IT department Operations Route management On re
37. g sent upds s AWery Clear Filter Update sek 1 of 4 Orig Dest Type Reply Orig Request Dest Msg Ctry Ctry Author Center Author Center Type y it WoO Io EE069123342F1 FI AU GIR 06 06 06 13 40 AUA WA Jari Ritvanen WA Other EES5226293046GB FI GB GIR 25 05 08 19 20 Gavin Barnett GBA Nia Jari Ritvanen MIA l EFE020130795F1 FI DE SSR 20 05 08 17 11 Elke Unger DOO NA Riitta Mononen MJA EE0177 amp 2925FI FI EE SSR 12 05 08 17 16 Maru Waat FEA EETLL Soili Paananen MJA EE019757517FI FI RU SSR 04 05 08 14 35 Minele Polinowskaya RUA RUMOM Riitta Mononen M A EFE01S697420F1 FI GB SSR O1V 05 08 12 36 Carolyn Beaumont GBA MIA Soili Paananen MJA Total amp messages Last updated 06 0008 13 40 For Update and Filter functions please consult the To Do view Time since last Update The Replies received section lists all replies you received in answer to your inquiries The entries in this list will remain visible for 30 days Hereafter they are only available via the Query section Note that only the last received reply in a workflow is visible in this list This implies that upon receipt of a reply the previous reply in the workflow if any will be removed The entire history of the query will of course remain at the agent s disposal through the item history option in all workflow messages When a reply is received the message counters change requests sent minus 1 replies received plus 1 Hit update to retrieve the reply
38. ges previously sent in the same workflow This is displayed at the very bottom of the message All messages listed in the item history can be viewed opened by clicking on the message creation date but not escalated Be advised that there are two separate workflows one main workflow the inquiry escalation and one for General Information Request Reply THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 28 International cal Corporation MAIN WORKFLOW ITEM HISTORY Task request creation date reply creation date Full Investigation special Search Investigation GENERAL WORKFLOW ITEM HISTORY Task request creation date reply creation date Note that the item history option also includes messages sent to a third party a phenomenon that emerges when a query is redirected for instance when items were misrouted 10 5 Item tracking Agents are able to view the queried items latest available tracking information in every workflow message This feature works regardless of having tracking details already included STANDARD COMMANDS Back Print PDF Mail Item history Item tracking 10 6 Recalling messages Agents have the possibility to recall requests that were sent in error When doing so the message disappears from the destination partners To Do list and will not be taken into further consideration A button Recall is to be found at the bottom of the sent request that should be opened from the Request sent folder
39. given on on line status just for your convenience This section shows the version of CSS you are currently working on UTC Coordinated Universal Time your Local Time and the number of users accounts on line 6 5 The To Do Section New messages appear in Type of request Due Date If the line bold with darker background appears in red the click the row to view Click arrows to sort list request is overdue Todo Requests sent Repi s received To do updates Req sent updates Filter Clear Filter pdate E Setan J Current page 10f1 Page 1 v item Orig 7 Dost Type Date Handie Orig Orig Dest ENO Due Ct try Partner Center Center Type Date lt FILTER gt FILTER gt lt FILTER gt lt FILTER gt EAS65127459C CN F sso 26 05708 05 06 SANA a 1 EZ0071190422 ES F SSO 06 06 08 11 43 Pet hong ESA ESATCL WA 10 06 08 11 43 EES97002365E S S Fi sso 06 06 08 12 17 ESA ESATCLI WA 10 06 08 12 17 EESS6S99122 GS PODO 6 06 11 3 GBA 11 06 11 EE00098112 G8 F Gi 6 06 11 41 GBA ba ba e 11 06 11 41 EE008092775U US FI WPODQ 06 06 08 12 19 USA WA WA 11 06 08 12 19 Total messages Lest updated 06 06 2008 1219 After defining your filter in the specific field To refresh and retrieve Time since last Update click Filter to obtain the requested list click Update Clear filter removes previously set filters The To Do section lists all incoming requests issued by other CS agents This is the list of requests that needs to be rep
40. hancements Faster inquiry process Easy to operate 2 System Requirements This section describes hardware and software components for running the Customer Service application on your local workstation pc 2 1 Hardware e Memory At least 32MB of memory 64MB is recommended e Graphics adapter and monitor A supported graphics display adapter and monitor VGA compatible with a minimum resolution of 1024 x 786 17 inch screen is recommended 2 2 Software e Internet Explorer 7 x or higher e Mozilla Firefox 2 x or higher e Google Chrome THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 4 International cal Corporation 2 3 Internet Requirements It is assumed that the Customer Service Agents have a fast reliable and continuous Internet Connection with a preference of a leased line of minimum 64 Kb s 3 Helpdesk IPC provides technical assistance via the Customer Service Helpdesk This department is available during business hours 09 00 17 00 Monday Friday in Belgium UTC 1 UTC 2 when DST E mail cs ipc be Telephone 82 2 72 47 123 When submitting problems and errors to the helpdesk it is very important to report as many details as possible e In case of connection problems User Name browser version and a description of the type of connection problem you ran into e In case of errors while operating CSS item id type of inquiry a step by step description of the problem and a screen print of the CSS page you got
41. her Customer Services Requests sent and how many replies you received back Replies received The information in the message counter is automatically updated The To Do counter represents the number of requests that have arrived in the user s call center partner split by type When a new request arrives or when a reply is sent the associated counter changes accordingly resp 1 and 1 The Requests sent counter represents the number of requests that the user has sent to a partnering call center split by type When a new request is sent or when a reply from a partners is received the associated counter will change accordingly resp 1 and 1 The Replies received counter shows the number of replies received on queries that used to be in requests sent When a new reply is received the associated counter will change accordingly Replies 1 Requests Sent 1 THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation When one of the counters changes the cell s background changes its color to red The red background remains until you update the corresponding message list by clicking the Update button Important clicking the Update button updates the message counter and retrieves new messages from the system listing them in the corresponding message list To Do Requests sent or Replies received So always use update when the figures in the message tracker change Next to the message counter an overview is
42. ils are retrieved and displayed no information will be filtered or rejected e n case no information is available both EMSEVT and CAPE this will be explicitly mentioned in the window Tracking Data CAPE information is updated every 15 minutes e The IPC CSS team team is not responsible for availability and quality of CAPE data incl EMSEVT In case CS agents have questions about received or sent messages it is recommended to consult the appropriate department within your organization IT operations route management 11 3 Escalating from tracking data The window Tracking Data also offers CS agents an immediate start of a workflow Buttons at the bottom of the window in the section commands provide the possibility to launch one of the workflow steps COMMANDS select the appropriate step in the workflow or go back in case you do not wish to continue with the retrieved details Search New Item Close Print PDF Create Investigation Create Special Search Create Full Investigation Create Written POD Create General Info The workflow steps displayed depend on product characteristics and current status of the inquiry e Incase a step in the workflow was already performed the corresponding button will not be shown you should then select the next level e Incase there is already an outstanding request in the system you will be informed thereof The item should then be found in the Requests sent folder where it is waiting to be
43. ing of CAPE and EMSEVT messages 11 8 CAPE acronyms The following acronyms are used in CSS 11 8 1 Tracking events A Posting B Arrival at outward Office of Exchange C Departure from outward Office of Exchange D Arrival at inward Office of Exchange E Held by Customs F Released by Customs Departure from inward Office of Exchange G Arrival at depot H Attempted delivery Final delivery 11 8 2 Cape Transport messages PD PREDES Despatch closed Created at origin Office of Exchange PC PRECON Consignment closed Created at origin Office of Exchange or origin Air Mail Unit CT CARDIT Despatch consignment ready for handover airmail only Created at origin Air Mail Unit THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 37 International cal Corporation RT RESDIT Several messages acknowledging receipt and or uplifting airmail only Created by Airline Ground handlers at origin and destination RC RESCON Consignment arrived at destination Created at destination Office of Exchange or origin Air Mail Unit RD RESDES Despatch arrived at destination Created at destination Office of Exchange Important transport events are always generated on receptacle level This list shows the most used messages only for a full overview of the CAPE messages used in your organization please ask your local Operations manager 12 item ID restrictions Item ID s used in the workflows of the various modules of CSS are su
44. ing date time and author i e agent PREVIOUS REMARKS Previous remarks investigation Request SandraJones 30 9 2009 16 57 Please provide reason of delay Investigation Reply Peter Chong 01 10 2009 09 12 item contained incorrect postcode due to which the item was missorted at sorting center Special Search Request SandraJones 01 10 2009 11 27 Sender claims compensation for late delivery and states to have used correct code Please find attached 3 cop of item label REMARKS Remarks Sender claims compensation for late delivery and states to have used correct code Please find attached 3 copy of item label 7 f Attachments All workflow messages have the possibility to upload attachments This functionality can be found in the section attachment where you are given two options 1 Single upload allows the agent to attach one document 2 Multiple attachments allows the agent to attach multiple documents The default in the attachment section is set to single upload the function multiple attachments can be accessed by clicking the corresponding tab For a single upload you first select the type of document you wish to upload by clicking the drop down symbol on the right hand side After having selected the type e g CN18 an additional field and browse button appear Clicking browse allows you to select a file from your pc or local THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 2 Internati
45. lder for 30 calendar days During this period the agents can view and escalate replies After 30 days the replies are automatically closed In case a closed reply still requires further action you are able to reopen the workflow again This action is performed via the Query section find the reply you are looking for open the reply you want to reopen and press the Reopen workflow button at the bottom of the reply form in the message commands section MESSAGE COMMANDS Re open Workflow The entire workflow i e all replies that were made on the specific item id is then transferred back to the Replies received folder from where you can perform further actions Replies remain visible for another 30 days period unless they are manually closed See Query section for further details Important there are two workflows per item id one containing the different steps in the escalation process often referred to as just workflow and the General Information workflow Both workflows can be closed separately 10 4 Item history In case you want to view messages that have already been sent in a particular workflow the item history should be consulted This feature is located in every message of the workflow request and reply in the standard commands section at the bottom of the page STANDARD COMMANDS Back Print PDF Mail Item history Item tracking Clicking here provides an overview of all messa
46. lied by the user Important is the column Due Date here you see when your reply has to be sent at the latest All times are in local time In order to retrieve new messages from the database as indicated in the message counter and view the latest status on your screen you click the Update button New messages are added to the To Do list and displayed in bold on a darker grey background for better recognition This status remains until you open the message request See also section on Mark unread You open requests by clicking the Item Parcel ID in the Item column The requests open in a new window and are displayed in view only mode the receiver cannot change any information What the requests look like and how to create a reply is described in the section Creating viewing inquiry messages THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation When a reply is made to a To Do message both the list and the message counter are updated automatically the request disappears from the To Do folder and the message tracker will show one inquiry less to do ltems in all lists can be sorted Clicking on one of the arrows in the column header sorts the messages in ascending or descending order This is particularly useful with regard to the column Due Date it allows you to work on the most critical inquiries first You can also use filters on a number of attributes The filter sections are displayed in the mess
47. local server is down Contact your local IT department in order to established to any website make sure that the connection is re established as soon as possible Inform other call centers see hereunder Other sites accessible but Your local server is having Try to connect to the Customer Service CSS remains unavailable difficulties connecting to CSS system using our alternate server e When connected to http cs ipc be or https cs ipc beyou should try to connect to http cs2 ipc be or https cs2 ipc be When connected to hitp cs2 ipc be or https cs2 ipc be you should try to connect to hitp cs ipc be or https cs ipc be Inform other call centers see hereunder Alternate CSS servers do Local firewall or internet Contact your local IT department in order to not establish connection settings may prevent you investigate local settings on server browser from connecting or firewall Inform other call centers see hereunder 17 2 cannot connect How do inform the other Call Centers Inform IPC on cs ipc be or 32 2 724 7123 or a fellow Call Center and ask them to send out a Broadcast message on your connection problems and unavailability AS soon as your connection is re established you send another Broadcast message in order to announce that everything is back to normal again Please be advised that local connection problems are not taken into account in the process of reply time calculation and when compiling perf
48. low tracking window THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 38 International cal Corporation 13 Item ID validation tool The IPC Customer Service System allows you to check the validity of the UPU S10 barcode used on the majority of items exchanged in the international networks that are supported by CSS There are two ways of using the validation check 1 Directly from the main menu Click the link s10 item label check This renders a pop up window where you can enter an s10d barcode After hitting check item label a green checkmark indicates a valid barcode a red cross an invalid one Miscellaneous 10 item label check p 10 item validation check Call Center Info tem Id EE09219785968 Operators User Manual Check new itemlabel New Features 2 Automatically in workflow messages After you have entered an S10 item ID in the field origin item of any workflow message incl General Information Request CSS automatically checks its validity In case the item id is valid a green checkmark appears in case it is not a red cross appears O M S Orig Item EE092197858GB X Message Type Date of posting 03 03 2009 Cd Dest Postcode orig Country Unia Kingdom F Dest Country Note the validity check is based on the Modus 11 check digit calculation method 14 Workflow validation check Upon submitting an item id in a request message CSS checks whether there
49. lycs ipc be The body text also contains a message not to reply Please do not reply to this email and shows on top of it the agent s personal e mail address in case the recipient wishes to reply The latter only applies when the agent has submitted his her individual e mail address in User Profile 10 8 Mark unread Upon opening new messages in To do and Replies received their appearance changes from bold to unbold This process helps organizing the call center s daily workload and prevents agents from working on the same messages Should however a message been opened in error i e by the wrong agent the system provides the opportunity to put its status back to bold i e unopened by means of the Mark unread button in the message commands MESSAGE COMMANDS Reply Mark unread Pick Up 10 9 Inquiry Pick up Practical for the organization of work in big call centers CSS provides agents the possibility to become the handler of the inquiry When clicking the button pick up available under message commands in every incoming request i e from To Do list can indicate yourself as the one that is going to be working on the query MESSAGE COMMANDS Reply Mark unread Pick Up After having done so your name is shown in the column handler of the To Do list Filter and sorting options are available on this column allowing you to view only the requests you or one of your colleagues are working on T
50. n route to its destination OE s distribution centers delivery offices Agents check their T amp T system all physical locations as mentioned under Special Search and the department for mail without address In all cases a CN18 or equivalent must be sent to the addressee in order to obtain final proof of non delivery Agents to provide copy of written POD addressee s signature attached to WPOD Reply in CSS or by fax or e mail A written POD can only be requested in the case of actual delivery Generic Inquiry used for a wide range of purposes different from the workflow steps mentioned above but concerning requests on item level Examples updates on queries provision of delivery address additional information etc 12 working hours 24 working hours 160 working hrs 40 working hours 24 working hours PARCELS working hours 8 consecutive local hours per working day no fixed hours Non working days weekends National Holidays are excluded THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 51
51. nal Corporation 11 6 Automatic updates of tracking information In order to obtain the latest tracking status of queried items CSS schedules two automatic tracking updates per day one in the morning and one in the afternoon During this process the system looks for updated tracking information for all open queries i e To do and Requests sent When new tracking information is found the corresponding queries will appear under one of the updates tabs e To Do updates for updates on queries currently sitting in the To do list e Requests sent updates for updates on queries currently sitting in the Requests sent list Alerts are used to inform the agents on received updates a message appears on the main screen between message tracker and tabs Date of newly Type of newly received event received event To do Requests sent Replies received To do Todo updates Reg sent updates Wroadcast Query Filter Clear Filter Update Current page 1N 1 a Orig Dest Item Ong Dest Type Date Author l i Dest Dus Type Ctry Ctry CenterPariner ai Date Update CC920026631DK DK ES Full Investigation m si eee e E Stensberg EPG ESA ESATCLI is Saa eee iy 07 56 17 00 13 16 CCo2008273509DK DK ES Special Search 44 35 Anita Ansoboah EPG ESA ESATCLI 44 30 43 39 D CY115343934FR FR ES Special Search se Myriam Korchi STDOIE ESA ESATCLI iy ay 15 06 15 11 16 56 CV 112992907FR FR ES Special Search TAS Myriam Korchi
52. ng Examples of CAPE messages are PRECON RESCON PREDES and RESDES examples of EMSEVT item tracking events comprise EMA EMD and EMI The CAPE interface functions as a full Track amp Trace application within CSS Note that when this document refers to CAPE data details this includes EMSEVT 11 1 Using the retrieval of CAPE data CSS provides two possibilities to track items containing an item identifier barcode Tracking and Multiple Tracking Both options are accessible via a link in the main menu under the section Tracking Important Tracking should be used in case of a genuine customer query It allows the agent to retrieve tracking data on a single item and provides the possibility to immediately escalate to a workflow i e creation of a request Multiple Tracking should be used for informative purposes only It allows the agents to retrieve tracking data on multiple items up to 10 but does not provide any escalation features THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 31 International Corporation 11 2 Tracking single item Click the Tracking link in the main menu A pop up window appears where you can enter an item id Hitting search triggers the retrieval of CAPE details on the queried item EMS or full tracking details please enter Item Id mracan ongema Tracking Multiple Tracking 4 The retrieved info will appear in a new window Tracki
53. ng Data and is divided into three sections item item tracking and despatch and receptacle information Be advised that the retrieval of transport details is depending on availability In case certain information or parts of certain information is not provided by the sender of the electronic message it cannot be displayed in Tracking Data CE806592334FI Orig item id CE806592334FI Weight 1 0 ITEM TRACKING qa El Evt Date Description Location Transp ref Details Reference A 21 06 10 19 11 Posting Collection a 33000212 B 22 06 1002 33 Arrival at Outward OE b FIHELA Cc 22 06 10 03 08 Departure from Outward OE c FIHELA p D 240610 13437 Arrival at inward OE d CHZRHC F 22 06 10 14 39 Departure from Inward OE f CHZRHC Dutiable H 23 06 10 12 18 Attempted Failed Delivery h 682070 D22 Unclaimed Sender contacted awaiting reply 25 06 10 17 46 Final Delivery i 813401 BINDER DESPATCH AND RECEPTACLE INFORMATION E Origin OE FIHELA Date ee gi Category A Recep 001 Dest OE CHZRHC Despatch 142 Class CE Date Description Location Transp ref Reference 22 06 2010 04 14 Despatch Close FIHELA FIHELACHZRHCACEOD0142001000057 22 06 2010 05 39 Transport Received HEL FIHELACHZRHCACEOD0142001000057 22 06 2010 05 39 Transport Booked HEL FIHELACHZRHCACEOD0142001000057 22 06 2010 05 45 Consignment Close FIHEL0153251 FI 22 06 2010 07 53 Transport Departed Pushback HEL FIHELACHZRHCACED0142001000057 22 0
54. o updates Req sent updates Broadcast From Fl to EI WorkflowTypelay 7 Message Type select Msg Author Partners and CallCenters Type Both Partner CallCenter Late Replies Que Show late replies only Type of message Search Clear Both shows all messages request and reply meeting the criteria selected Origin sender of the message the request or Tick box for list of late replies only the reply depending on physical route of item Destination receiver of the message the request or the reply depending on physical route of item To generate the query click Search to clear the fields click Clear 6 10 1 Item section e ld allows you search specific items inquiries only full item id s are accepted e Origin Country and Destination Country refer to the physical routing of the item 6 10 2 Message section From and to defines the beginning From and end To dates for your query Workflow Type allows you to search for specific workflow types e g Special Search only Message Type allows you to search for specific message types e g urgent only Msg Author filters all messages created by the selected author agent 6 10 3 Partners and Call Centers section Select under Type Both Origin or Destination This section specifies the routing of the message showing requests or replies depending on the physical routing of the items as selected in section 1 THE NATURAL PA
55. om 25 05 2008 ZJ To 05 06 2008 C Workflow Type Special Search J Message Type select vi Msg Author select v Partners and C Centers Type Destination v Partner select v CallCenter v Late Replies Que Show late replies only Click on item Id to view All columns Search Current page 1 of 1 Page 1 v item Label Orig Dest Message Msg Creation hele ole Origih eae eee Dest aan Corry Country Date CallCentre mh CallCentre mizi E002001452000 GB FI SSR 20 05 08 12 32 JICFLA NIA Ritvanen Jari JICGBA WA 00 07 123065408763 GB F SSA 29 05 08 17 00 JACFIA NIA Ritvanen Jari JICGBA WA 00 01 E103025896526 GB FI SOR 29 05 06 17 09 JICFIA WA Ritvanen Jari JICGBA MA Total 3 messages Last updated 06 06 2008 15 28 Item numbers Id s in the list of results can be clicked in order to view the full message in a new window Sorting is possible by clicking on the arrow in each column header For performance monitoring purposes all replies show a value in the column used time This reflects the time in working hours used for a reply Be advised that per search only 500 records can be retrieved from the CSS database In case this number is exceeded a message is shown requesting the user to further specify the criteria A good option to do so is narrowing down the selected period THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 16 International cal Corporation 6 11 Filters In order to quickly find queries in on
56. onal cal Corporation network the name of the selected file will be displayed in the field attachment Hereafter you can further complete your message and send it to destination ATTACHMENT ST eee En Multiple Attachments oe Attachment Browse zi Note that when you select attachment type other a new field attachment comments appears where you can enter additional details with regard to the attachment you wish to include Important when you fail to complete mandatory fields you get a warning on top of the message indicating which values are missing Be advised that when this happens any attached document disappears This means you do not only have to complete the mandatory fields you also have to re attach the document This only applies to single upload When you do a multiple upload via the tab multiple attachments a section appears where the button select files allows you to select multiple files from your pc or local network This can be done by either using lt ctrl click gt or one by one i e by clicking select files multiple times The names of the selected files are listed for verification or removal purposes remove by clicking the red cross Clicking upload selected files finally attaches all selected documents to the message after which you can use the field attachment comments to enter details with regard to the included documents Hereafter the CSS message is read
57. ormance reports 17 3 The system performs slowly what can I do In case CSS performs slower than normal i e it takes long for pages to load or information to retrieve you should first try to optimize the performance of your browser There are two activities you can carry out in that aspect THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 43 International cal Corporation 17 3 1 Clearing the cache memory of your browser It is good practice to clear the browser s cache memory every now and then This enhances the speed of your browser as old files and cookies are deleted from your hard drive Here s how it works in Internet Explorer 7 x 1 Go to Tools on the right side the menu bar Click 2 A drop down list appears Select Delete browsing history 3 A small window appears Click on delete temporary internet files and delete cookies 4 Click Close so the Internet Options window disappears 5 Connect to CSS again For other browsers please consult the browser s help menu or your IT department It is particularly recommended to clear the browser s cache memory after an upgrade of CSS i e new release 17 3 2 Closing sessions tabs or browser Internet browsers tend to slow down in case several tabs or sessions are opened e g you have several websites open It is therefore recommended to limit the number of internet sessions and tabs when working on CSS Browsers also get s
58. ows you to select the recipient i e destination of your message by means of the drop down lists Dest Partner and Dest Call center In replies this section is pre filled THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 19 International Ea Corporation MESSAGE ROUTING Orig Partner JACHKA J Orig CallCenter HKHKG J Dest Partner Dest CallCenter Bridgetown EMS Customer Servi Open Yes Local Time 06 06 2008 10 13 When selecting destination partner call center an indication appears informing you if the selected call center is currently open It also shows local time at destination Note when escalating from Tracking data the destination partner and call center will be pre filled based on the destination partner found in the T amp T info Agents can select another partner call center when needed See use of prefilled date in inquiries 7 5 Item routing The Item routing section defines the item parcel being inquired and its physical routing i e origin and destination country example extract of Special Search Request ITEM wua TT Request Type Date of posting EG est Postcoee Orig Country Hongkong Dest Country Having already selected the recipient in the message routing section the system pre tfills the fields Origin country and destination country If needed this can be changed Note when escalating from Tracking data
59. poses and are item specific The following situations could be requested by means of GIR Request for address details or address updates Request for Customs information Updates on requests sent inquiries Additional information regarding inquiries Additional details of item s GIR s are created directly from the main menu link General Information in the workflow section Unlike the workflow messages the number of GIR is not limited As such agents are able to create a new GIR from a received General Information Reply similar to the escalation process in the inquiry workflow by using the Create General Info button in the message commands section at the bottom of the reply message MESSAGE COMMANDS Create General Info Mark unread Close Case Important be advised that General Information Request and Reply are a separate workflow completely apart from the inquiry workflow See Close and reopen workflow for important details on this phenomenon General Information messages cannot be created from Tracking data 8 2 WPOD Request Written Proof of Delivery WPOD Requests are part of the workflow but unlike other steps can be sent as soon as the requesting agent is informed on delivery of the queried item This implies the following e When the T amp T site of the delivery partner shows final delivery event a WPOD request may be launched directly from the main menu e In case the Tracking option
60. product and inquiry phase Note that when mandatory fields are not completed a warning message appears on top of the message indicating what is missing 7 3 Message sections All inquiry messages requests and replies are divided into separate sections These sections serve different purposes 1 Information on sender and recipient of the message message routing 2 Information with regard to the queried item item details tracking information sender receiver details addresses remarks attachment 3 Actions with regard to the workflow buttons for creating messages printing emailing requests etc some sections appear in all messages others are related to a specific message type or product When sections are informative 1 and 2 they contain a number of fields for the agents to complete These fields can be optional or mandatory also depending on message type or product The most important sections are described hereunder Sections on actions 3 include buttons that allow the agents to operate the workflow See message commands and standard commands Important mandatory fields are indicated with a red asterisk When these fields are not completed the message cannot be created An overview of missing mandatory details will then appear at the very top of the message indicating what still is to be completed 7 4 Message routing All messages contain a distinct section for the message routing In requests this section all
61. quest the IPC Helpdesk can switch the Tracking option on or off on partner level 18 Product specific manuals For a number of products or sub products IPC developed specific functionality in the corresponding CSS module s To keep the CS User Manual as generic as possible these extra features are not described in this document In most cases however separate manuals are created which are available in the main menu of CSS in the miscellaneous section Please consult these manuals whenever applicable THE NATURAL PARTNER FOR THE POSTAL INDUSTRY A5 International cal Corporation 19 Product workflow and reply deadlines EMS Inquiry type Customer Service activities what to do Maximum reply time Special search Agents check their T amp T system s and physical 10 working hours locations that the queried item should have passed en route to its destination OE s distribution centers delivery offices etc Full Investigation Agents check their T amp T system all physical 24 working hours locations as mentioned under Special Search and the department for mail without address The addressee is contacted to ask whether the item has arrived in the meantime Written POD Agents to provide copy of written POD addressee s 24 working hours signature attached to WPOD Reply in CSS or by fax or e mail A written POD can only be requested in the case of actual delivery General Information Generic Inquiry use
62. r details and tips Important keep your password in a safe place and do not share it with others Use the Bookmark us icon to store a generic bookmark Customer Service Primary System in your list of favorites This will always connect you to the active server even in case a Server is down for maintenance THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 6 International Corporation In case of connection problems please consult the section on Problem Resolution or inform the IPC Helpdesk and or your regional coordinator for EMS Please do so too in case the problems appear to be local Having entered a valid Login and Password and clicking login you will be connected to the Customer Service System Your screen should look like this Message Tracker Product Switch Full a kwesGgeton Special Search saves Viritten POO eaforune System Current product u az Gener ai Corporation SEEMS filter Clear Fiter update j _wrrent paoe 1of1 Paget v i i s tem Ong Dest Type Date ADO Oro Ong Dest Mso Ove Tracking Cty pee Tracking Multiple Tracking Cty Partner Center Center Type Dato Workflow 1t 4 voecco ete Pers Sa Sa Special Search Message Lists Tab control so 060608 12 17 Eugenio Martin Pena ESA ESATCLI NA 900606 12 17 Full investigation Jarr Barret Jara Barret 254 000092777605 us r WPOOQ 060606 12 19 Ke y Quinhoes USA NA NA 11 0606 12 19 Customi
63. r each product supported by CSS EMS EPG EXPRES REG Parcels If you support only one product you are automatically logged into that application lf you support more than one product you are logged into one of the supported applications based on your user default Your default application is specified in your user profile To access your user profile log into the system and select user profile on the left menu The default application is specified there To update your default application you can either check the Make Default box on the login screen or edit your user profile Of course you must have access permission from IPC to an application in order to make it your default How to connect What are the URL s There are two servers that allow you to connect to the Customer Service System e hittp cs ipc be This is the IPC main server You should use this as your default server e hittp cs2 ipc be This is the standby server You should use this server if you have any connection difficulties with the main server How do identify my server connection There are two ways to identify the server you are using to connect to the Customer Service System e On the logon page the server name is shown in the blue bar on the left right below the indication you are currently connected on e Look at your browser s address bar if it contains cs ipc be you are using the main server If it contains cs2 ipc be you are using the alternate se
64. rposes different from the workflow steps mentioned above but concerning requests on item level Examples updates on queries provision of delivery address additional information etc 3 working hours 8 working hours plus 5 minutes in order to guarantee overnight reply time 15 working days 15 times 8 working hours 8 working hours plus 5 minutes in order to guarantee overnight reply time 24 working hours 3 times 8 working hours EPG working hours 8 consecutive local hours per working day 09 00 17 00 hrs Non working days weekends National Holidays are excluded THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 47 International cal Corporation 21 Product workflow and reply deadlines Expres Sy PRIME f ia S Expr s Inquiry type Customer Service activities what to do Maximum reply time Investigation Final Investigation General Information Agents check their T amp T system s and provide the requesting agent whatever information is available about the item Agents check their T amp T system and physical locations that the queried item should have passed en route to its destination OE s distribution centers delivery offices department for mail without address A CN18 must be sent to the addressee in order to obtain proof of non delivery requested by in Fnl Generic Inquiry used for a wide range of purposes different from the workflow steps men
65. rver How can verify Call Center s and Partner s details To verify your own call center s details click on Call Center info in the menu on the main page You will be transferred to a page showing your call center s name s time zone working hours daylight saving time and National Holidays Changes should be submitted to cs ipc be link included on the page Be aware that the information is product specific what it shows depends on the product you are actually using To view your partners call center s details click on Partners in the menu on the main page You will be transferred to a page showing a list of all partners active in the module product you are currently using Several details are obtainable here e Clicking on Country shows a list of OE s in that country e Clicking on Call Center shows time zone working hours and National Holidays THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 42 International cal Corporation 17 Problem resolution 17 1 cannot connect to CSS what can I do When you are not able to connect to CSS and IPC has not announced any maintenance activities causing down time you should try to connect to other internet pages to see if there is any connection e g local newspaper search engines postal sites etc The following scenarios and corresponding reasons and activities may apply in this process Scenario Possible reason Activities No connection can be Your
66. s in CSS Message lists containing a high number of queries e g Replies received Requests sent may take longer to load as every time the list is consulted all queries are retrieved from the database To provide better system performance individual users can set a maximum number of messages to be displayed by simply entering the number of messages i e requests replies in the corresponding fields Please note the following e Value between 0 and 99999 can be entered the default value however is set to 5000 e The selected maximum applies to all products supported by CSS e After your setting the lists will always show the most recent queries Change password For a maximum security it is recommended to change your password from time to time Keep passwords safe and do not share Default product In case you work on different modules you can the module that appears first after logging on Personal remarks Clicking the button Edit personal remarks in section Personal remarks of User Profile directs you to a new page where you can enter your own remarks to be used in the remarks section of inquiry messages There are separate sections for remarks you can use in Requests and Replies Once defined and saved you can easily select your personal remarks from a drop down menu in the remarks section of the inquiry messages See the section Remarks personal remarks and previous remarks for further details USER PROFILE sock PERSONA
67. seaaaees 43 17 3 1 Clearing the cache memory Of your DrOWSES ccccccceccseeeeeeeccaeeeeeeeeseeeeeeesseeeeeeeesseaeeeesesaaaeeeess 44 17 3 2 Closing SESSIONS tabs OF DFOWSEL ccccccsesccccceeeceeceeceeeseeeceeceseeeeseuseeesseaeeesseueeetsueeesseaeeeesaaes 44 17 4 CSS doesn t allow me to complete actions what should dO cece ceecceecceeeeeeeeeeeeeeeeeeeeees 44 17 5 I have forgotten or lost my password What Can GO cccccccseeeeeceeeeeeeeeeeeeeeeeeeeeaeeeessaeeeesaees 45 17 6 The Tracking data is missing incorrect OF incomplete ccccseeeeeceeeeeeeceeeeeeceeeeeeeseeeeeeaeeeeeeaees 45 18 Prod ctspecilic TiAl Savio cata ects recreates eevee ecw se eves evensvosbvonavenedenwvesecoanve 45 19 Product workflow and reply deadlines EMS ccccccscseeseeseeeseeeeeeeesesenseeeseeeeeesensees 46 20 Product workflow and reply deadlines EPG E Parcel Group cesseeseeeeeeees 47 21 Product workflow and reply deadlines EXpres cccccsssseesseseeeseeneeseenseeseeneeseenseeses 48 22 Product workflow and reply deadlines REG registered cccscscsseseeseseeeseneeeeneenenees 49 23 Product workflow and reply deadlines INS iNSUred sceseeeeeeeeeeenseeeeeeeeeeeeeees 50 24 Product workflow and reply deadlines Parcels ccssecesseeeeseceneeceseseneeeeneeeeneeens 51 THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 3 International c
68. ssant 5 4 Customer Service Requirements cccccssccceseecseseeeneecenseseeseseensesenneseensesonsesseneesonseses 5 4 1 AVO aiee eee eee eee eee ee ee ae eee eee 5 4 2 Activities ANG TESOUICSS wanuatinseecidinnsducatnczanidiiesanasnduntediadesinaelaiinansiitusdadasiuniadsaienianeaNimentstnniaanaleinieatalaie 5 5 Accessing the Customer Service System c cccsssecceseeceeseseeseecensesenseeeensesenseseeneesennenes 6 5 1 EO sea aesataad ches wees sumned aa teense ensatucn E Gheceeanousimias Quussneb E Eueince gat auals 6 5 2 EI SSI Te E E E E E 7 O MaN OTEO oaa E E E E EEE 9 6 1 AYE ONY E 9 0 EEEE a E E ET E EE TE A E A E eo eee E 9 6 2 IWS SS AGC ae kIN e E E E vmqueaumincshunctes 9 6 3 Product WI ea a E A A 10 6 4 Message counters and on line status ccccceeeeccccceeseeceeeceeeseceecceaeeeceessuaaeeeesseaaaeeeessseageeeeesaaaass 10 6 5 TETO DO aCeee E O A 11 6 6 The Requests sent S CTtION ccccccccseeeeccceeeeeeeeeeeeeceeeeeeeaeeaeeeeeeeeeeseeeeeseeeeeeesssaaaeeeeeeeeessaeaaeeeeeeees 12 6 7 The Replies received S CtiON ccccccecseccccccececaeeseeeceeeeeeseeeeesecceeeeseueesseeeeeeeessseaaeeeeeeeessaaaeeeeeeees 13 6 8 The Updates sections To do updates amp Requests Sent updates cccceeceeeeseeeeeeseeeeeeseeeeeens 14 6 9 BOA CaAS TINGS SAG OVC asics epacececsnscteg is pecmeteesaxectaspacdeneessteib ep peocekenaa cnet eshannchensasdcPuspasccasnesoee apeeces 14 Cw Vie UCI Se COI a csscct ees
69. stuck on For Helpdesk issues you may also consult the section on Problem Resolution 4 Customer Service Requirements 4 1 Availability CSS is available 24 hours a day 7 days a week Agents should be available during their working hours and make sure there is back up for holiday periods lunch breaks etc Working hours are either imposed or free to choose depending on the product that is supported In all cases the opening hours have to be submitted to IPC and entered into CSS as they are leading in the reply time calculation process see Reply times and calculation process for further info For opening hours and reply times per product please refer to the section Product workflow and reply deadlines on the last pages of this manual 4 2 Activities and resources Each product requires structured activities to be carried out by the CS agents in the inquiry process these are also described in Product workflow and reply deadlines In order to allow agents to properly apply these activities it is highly recommended to have access to the following resources e Track amp Trace data e Preferably full access to Internet e Direct communication lines with Operations Customs Delivery depots etc THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 5 International cal Corporation 5 Accessing the Customer Service System 5 1 Login Access to CSS is only possible in case an agent has a User Name and Password This guarantees personali
70. t to the current phase of the inquiry appear in specific sections at the bottom of Tracking Data or the received reply under message commands MESSAGE COMMANDS Redirect Create Full Investigation Create Written POD Mark Unread Choose one of the options depending on the outcome of the reply and the product s workflow Each request message pops up in a new window and has its own specific set of information fields some mandatory indicated with a red asterisk some optional related to product and inquiry phase When escalating details already provided in the previous step are pre filled in the next step THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International cal Corporation Note that when mandatory fields are not completed a warning message appears on top of the message indicating what is missing See section 11 CSS CAPE Interface Tracking and instant escalation for more information on Tracking Please keep in mind that starting a workflow with Tracking details is highly recommended 7 2 How to create a reply Replies are created from the received request opened from the list of requests under the To do tab Each request type has a reply button in a special section at the bottom of the message in order to create the reply MESSAGE COMMANDS Reply Mark unread Replies pop up in a new window and also have its own specific set of information fields some mandatory some optional related to
71. the original message list e Filters work with both upper case and lower case 6 12 Export to Excel A button Export featured at the bottom of all message lists allows agents to automatically export all data from the corresponding list to Microsoft Excel even when there are multiple pages of messages belonging to that list Clicking the export button renders a pop up window in which your local system asks to open or save the selected message list in Excel format Doing so will furnish the agents with a spreadsheet in which headers and values are listed exactly like the view in CSS This data could then be easily used for further processing sorting filtering etc RR1818101682DE DE FI Fit 24 0610 14 13 Johanna Matikainen DEA DEHH MWA O9 07 10 14 43 RR1036574485E SE FI Fig 20 06 10 14 42 Tanja Karki SEA SESTO MWA 120710 14 42 Total 4 messages your user maximum 000 Last updated 0 07 2010 19 09 Export THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International cal Corporation The export functionality also works in the Query section The Export button is placed at the bottom of the list of results that appear after having performed a search on selected criteria 7 Creating escalating and viewing workflow messages Note for a description of creation and escalation of workflow messages via the Tracking option see CSS CAPE Interface Tracking and immediate escalation Inquiry messages are part of the Customer Ser
72. tioned above but concerning requests on item level Examples updates on queries provision of delivery address additional information etc 6 working hours 10 working days 10 times 7 working hours 3 working days 3 times 7 working hours Expr s INS REC and REG working hours 7 consecutive local hours per working day 10 00 17 00 hrs Non working days weekends National Holidays are excluded THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 48 International ca Corporation 22 Product workflow and reply deadlines REG registered Sy PRIME J ly R J Inquiry type Customer Service activities what to do Maximum reply time Investigation Full Investigation Final Investigation Written POD General Information Agents check their T amp T system s and provide the requesting agent whatever information is available about the item Agents check their T amp T system and physical locations that the queried item should have passed en route to its destination OE s distribution centers delivery offices A CN18 must be sent to the addressee in order to obtain proof of non delivery if requested in FI Agents check their T amp T system all physical locations as mentioned under Full Investigation and the department for mail without address Agents to provide copy of written POD addressee s signature attached to WPOD Reply in CSS or by fax or e mail A written POD can only be
73. to immediately view message traffic and plan your activities THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International cal Corporation 6 3 Product Switch EPG EXPRES REG INS The product switch contains hyperlinks to the products being serviced by the user s call center To switch between the different products modules you click on the link of your choice the corresponding page then immediately appears The default color of the listed products is white but when new messages are coming in or going out the link turns to blue in order to attract the user s attention This allows you to immediately switch to the product in case new requests are received in the example there are new messages in EMS and Parcels module Each product has its own logo which is displayed on top of the main menu Just to make sure you know on which module you are working Sy PRIME SJPRIME Sy PRIME EMS LJ G aie vies O E Parcel Group PRIME Expres PRIME Registered PRIME Insured PARCELS 6 4 Message counters and on line status General Investigation Special Search tigation Written POD inf tion Todo 14 123 2 10 International Corporation Requests sent 2 0 15 2 Replies 36 31 10 4 14 UTC 05 07 2010 14 38 Local 05 07 2010 17 38 Online users 324 The message counters indicate the actual message traffic per type in the Call Center how many requests your call center has to reply To Do how many requests are awaiting reply by ot
74. to inform IPC of this anomaly by means of the Customer Service POD Failure form The failure form is only available through the WPOD reply form i e the message you receive as an answer to your WPOD Request Click on the button POD failure at the bottom of the reply and the failure form pops up Complete and create the form will be sent to IPC for the purpose of quality monitoring POD FAILURE POD Failure 8 4 Broadcast messages Broadcast Messages are created from the main menu by clicking on the link Broadcast under Workflow but note that this is no part of the workflow The Broadcast message contains three sections e Subject you should enter a brief and relevant subject in order to attract the recipients attentions immediately e Details a free format field to provide details on the issue to report e Destination Call Centers choose one click on the partner of your choice several use ctrl click to select or all partners see link select all partners on the bottom of the page to reach the required recipients Using the button Create sends the message request to its destination Cancel brings you back to the main page The Broadcast messages remain viewable in the list under the tab Broadcast for 10 days Should one wish to consult Broadcasts older than 10 days the search functionality can be used By entering a date in the from field using the calendar and hitting sear
75. tuck from time to time In order to solve this you could refresh the session or simply close the browser start a new session immediately after and connect to CSS again When the above mentioned actions do not improve the system s performance you should contact your local IT department in order to have them check servers settings and firewalls and inform the IPC Helpdesk in order to investigate the CSS servers Upon contacting the IPC Helpdesk it is recommendable to submit a detailed description of the slow performance including the following e Your User Name e The activities you carried out when experiencing performance issues e Loading times of pages information displayed on the left hand side of the browser s status bar at the bottom of the browser window 17 4 CSS doesn t allow me to complete actions what should I do In case activities in CSS are not completed e g inquiries are not created inquiries cannot be opened there are a few things you can do in order to resolve this On inquiry level in case inquiries cannot be created e Check error description on top of the messages missing mandatory details e Check the information entered in the inquiry for validity On system level e Check the performance of your internet connection see above e Close your browser session open a new one log back on and repeat your activities In case none of the above activities solves the issue you can contact the IPC Helpd
76. vice workflow i e an agreed product specific inquiry process consisting of different steps to be launched according to an escalation scheme Each step requires specific Customer Service activities to be carried out and contains a specific set of fields to be filled in Steps are also subject to fixed response times agents and customers therefore exactly know when a reply can be expected For product specific workflow see Product workflow and reply deadlines on the last pages of this document Example workflow for EPG Step 1 Investigation Request and Reply Step 2 Special Search Request and Reply Step 3 Full Investigation Request and Reply Workflow messages always come up as a pair one request one reply Unless it is recalled a request should sooner or later be replied The reply message is the starting point of the escalation process or if escalation is no longer possible or required the end of the inquiry process workflow 7 1 How to create a request Requests can be launched from scratch or according to the escalation process e Requests from scratch are created from the main menu by clicking on the inquiry of your choice under Workflow e Escalation is either performed from the tracking data window after having tracked an item id or from a received reply i e step 2 is created from the reply of step 1 in the workflow When escalating the options with regard to the creation of a next step Subjec
77. ween two partners In case a request has to be sent to another partner for instance when the queried item was misrouted the agent has the possibility to redirect the workflow This action is performed from the reply message where the Redirect button is included at the bottom in the message commands section MESSAGE COMMANDS Mark Unread Redirect Create Special Search Create Written POD Close Case Clicking Redirect opens a new Investigation Request which can be sent to another destination partner Details as provided in the initial request are kept but editable Only the destination partner has to be changed 10 3 Close and reopen workflow It is good practice to close replies when a workflow is finalized e g item is found or POD is provided Replies can be closed manually using the close case button in the message commands section THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 57 International cal Corporation MESSAGE COMMANDS Create Special Search Create Written POD Redirect Mark Unread Close Case Doing so removes all replies of a workflow from the Replies received list and transfers them to the Query section where they are obtainable for a period of 2 years Manually closing replies keeps your Replies received list clean and enhances the performance of the system When not closed manually using the Close Case button replies are kept in the Replies fo
78. y to be sent to destination ATTACHMENT E Single Upload BUN A GE e File Upload Select files lt q EFE00 860121US_label 27 5KB qm customs declaration 21 5KB Upload selected files Attachment comments Attached you ll find customs declaration and item label as requested lt I Important Adobe Flash is required to make use of the multiple upload in case this is not available agents keep the possibility to use single upload Upon receipt of a message with attachment s you click on the file names upload link in the attachment section The included document can then be opened or stored on your local pc or network THE NATURAL PARTNER FOR THE POSTAL INDUSTRY 99 International Corporation a Attached you ll find customs declaration and item label as requested Comments Attachment duplos d 26389customs declaration doc es Attachment a plo Messages requests and replies that contain one or multiple attachments are indicated with a paperclip symbol shown in a dedicated new column in the folders To Do Requests Sent and Replies Received Item Orig Dest Type Date Handler Orig Orig Dest Msg Due a Ctry Ctry Partner Center Center Type Date EFS5 718761JP JP HK GIO 208 11 15 15 JPA JPNGO1 HKHKG1 l 0410 11 15 15 D FF663166691 CN CN HK GIO 2o 09 11 15 39 CNA CNBJSA HKHKG1 Other 04 10 11 15 39 EE494934901CN CN HK GIO ANOS 17 21 CNA CNBISA HKHKG1 Undel 041011 16 00 EGO TS348
79. zation User Profile Export EOR holidays Miscellaneous 10 tem label che Logout When you see this screen you are ready to work with the application For your convenience some key areas are indicated and described We often refer to these areas in the User Manual so please use this page as a guideline when needed 5 2 User Profile All users have the possibility to change a number of personal details Click on the link User Profile in the main menu a new window appears allowing you to complete update or change your personal information as a user of CSS You have the following options here Personal details e Change first name or last name e g when the user account will be taken by another agent or phone number fax number and email address e Set your message filter to Partner level or Call Center level o When set to Call Center level you will be able to view only messages sent to from the call center you work for o When set to Partner level you will be able to view all messages sent to from all Call Centers in your company Important check with your call center manager before changing message filter e To display all functionalities correctly in Internet Explorer version 6 relatively old browser it is highly recommended to tick the corresponding box THE NATURAL PARTNER FOR THE POSTAL INDUSTRY International Corporation Message size This option is particularly interesting when your call center handles big volume
80. zed and safe access to the system IPC issues User Names and passwords and keeps track of all users in the specially designed CSS User Administration When you are entitled to access CSS the following activities have to be performed in order to start working Start your browser Internet Explorer Mozilla Firefox Google Chrome In the address bar type either URL hitp cs ipc be or http cs2 ipc be or for secured access type hitps cs ipc be or https cs2 ipc be SSL certificate by VeriSign this guarantees secure access to CSS preventing data being transmitted is intercepted by third parties e press lt enter gt and the Login screen will appear IPC Customer Service Logi C Q cs ipc be CSS logout htm International al Corporation IPC Customer Service System 10 3 0 CSS Login Bookmark Us forgot my password x Login Send In case you experience any problems try our other server or contact the IPC Helpdesk Tel Ei 32272471230 orby THE NATURAL PARTNER FOR THE POSTAL INDUSTRY IPC 2011 You are now ready to log on to the Customer Service application Enter your User Name and Password and press the LOGIN button Only 3 attempts to enter a valid User Name and Password are allowed If you try more than 3 times to login into the application with a valid User Name but a wrong password your account will be blocked See the section on passwords chapter Problem resolution for furthe

- IPC Customer Service Login

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