spidergate manual for company users - straits interactive · what to do during an ... (even as you...

1 © 2014 Straits Interactive Pte Ltd & Hoiio Pte Ltd

SpiderGate for Company

01st October 2014

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Table of Contents

Introduction .................................................................................................................................................. 3

About SpiderGate .......................................................................................................................................... 4

Hoiio App Centre ........................................................................................................................................... 4

SpiderGate - Company Structure .................................................................................................................. 5

SpiderGate Account Types ............................................................................................................................ 6

Data Protection Officer (DPO) .......................................................................................................................... 7

Admin ............................................................................................................................................................. 10

Staff/Agent ..................................................................................................................................................... 12

SpiderGate Management System ............................................................................................................... 13

1. SpiderGate DNC Checking ........................................................................................................................... 13

2. How to sign in and use SpiderGate Management system .......................................................................... 15

3. How to create an agreement terms ........................................................................................................... 16

4. How to add new DPO, Admin & Staff ......................................................................................................... 17

5. How to manage company blacklist and whitelist ....................................................................................... 18

6. How to invite users (agents) to SpiderGate ................................................................................................ 23

7. What to do during an investigation ............................................................................................................ 25

Manage Company Account ......................................................................................................................... 26

How to top up account (by credit card or cheque) ........................................................................................ 26

How to receive monthly statements .............................................................................................................. 26

How to view transaction/usage history .......................................................................................................... 27

How to use SpiderGate (Using Company Account) .................................................................................... 28

1. Download the Hoiio mobile application ..................................................................................................... 28

2. How to select between personal and company account on your mobile .................................................. 28

3. Make a test call ........................................................................................................................................... 29

4. Make a voice call ......................................................................................................................................... 31

5. To send an SMS ........................................................................................................................................... 33

6. Launch an SMS Marketing Campaign ......................................................................................................... 34

7. Number Checks Using Small Number Lookup ............................................................................................ 40

8. Number Checks Using Bulk Filtering .......................................................................................................... 42

9. How to search for past results on Check Numbers via small and bulk filtering....................................... 43

How to change password ............................................................................................................................... 44

Other useful Info ............................................................................................................................................. 44


Introduction

Welcome to SpiderGate - the first integrated Do-Not-Call checking system that provides a better and safer way for your telemarketing activities.

With SpiderGate’s integrated solutions, you can ensure that your staff becomes more efficient and stays compliant with the Personal Data Protection Act. Staff and agents can make calls and send bulk SMS without having to manually check against the DNC registry and Company Blacklist as the system is entirely automated.

For complete adherence to compliance, SpiderGate comes with a set of Compliance Tools for Data Protection Officers. This includes a Company List Management System and the Compliance Window for tracing of staff and agent telecommunication records to assist with investigations in the event of a violation.

The good news is, our product is constantly being improved (even as you read this manual)! Meanwhile, do have a good read to understand the various tools at your disposal. Regards

SpiderGate Team


About SpiderGate

SpiderGate is an application built on the Hoiio platform which also hosts other inexpensive and easy-to-use communication apps. Anyone who has signed up for a Hoiio account can enjoy these services that can be found in the App Center. Subscription and usage charges apply.

SpiderGate works by allowing automatic checking of recipient numbers against the company’s centralised blacklist and national DNC registry when calls are made from the Phone and SIP Apps, and SMSes sent from the SMS Marketing (Premium) App.

App Function(s) Device

SpiderGate

(When SpiderGate App is activated in your Hoiio Account, the apps below will have the DNC/Blacklist filter)

- Automatically check contact numbers with Company’s blacklist and DNC registry before:

• Making voice calls (with Phone/SIP App);

• Sending SMSes (with SMS Marketing Premium App)

- Single number look-up checks on Company’s blacklist.

Desktop Browser

Phone - Voice call

- Send SMS (Single or multiple recipients)

Mobile Phone

Mobile Phone & Desktop Browser

SMS Marketing Premium - Send bulk SMS campaigns

- Schedule SMS campaigns in advance

- Support UNSUB via web form

Desktop Browser

SIP - Make voice call via company phones (works with Company’s PBX systems)

Company SIP Phone

Table 1: List of Hoiio Applications that integrates with SpiderGate App

Hoiio App Centre

Apart from SpiderGate, there are various apps in the App Centre that Hoiio users have access to - Conference App, Main Line App, Fax App, etc. Subscription and usage charges apply.


SpiderGate - Company Structure

Every SpiderGate for Company Account comes with different account types with varying degrees of compliance capabilities and features (the levels of hierarchy depends on your company needs and structure). Each role has a specific function and together, these roles ensure that staying compliant becomes a breeze for everyone in your organisation.

SpiderGate roles:

• Data Protection Officer (Super Admin)

• Admin

• Staff

• Agents


SpiderGate Account Types

Table 2: Different SpiderGate account types

Refer to the description below for a detailed explanation on the various SpiderGate account types.


Data Protection Officer (DPO) This Super Admin account comes with maximum compliance capabilities and user management tools.

1. Company List Management system - DPOs can search for numbers, add and amend the centralised company blacklist. In addition, DPOs can also add numbers to the company whitelist. As long as customers give clear and unambiguous consent, anyone from the company can contact these numbers despite being on the DNC registry or company blacklist.

Importance of company blacklist management: All companies need to provide a system for consumers to opt out of receiving marketing messages should they wish to. In the event that customers opt out, companies should maintain a centralised company blacklist to keep track and ensure none of their staff contact these customers again.

Why SpiderGate? When customers unsubscribe from SMSes sent from the Hoiio SMS Marketing App, the number of individuals who no longer wish to receive any marketing messages will be added automatically to the centralised company blacklist that is shared amongst all staff and agents.


2. Compliance Window - DPOs can conduct audit trails and view all telecommunication transactions. This tool will be very important to aid in investigation in times of violation of the law.

3. SpiderGate User Management - DPOs can invite staff and agents to come onboard to use SpiderGate and allow them access to the centralised company blacklist. Admins can also invite staff and agents to use SpiderGate, suspend, revoke or assign admin privileges to staff and agents. (This is separate from Hoiio Company Account).


4. Indemnity Form - It is advisable for DPOs to let their staff and agents agree to be responsible for their own usage and DNC checks. DPOs can create agreement terms that would require acknowledgement from staff and agents before they proceed to use SpiderGate.

5. Hoiio Company Account - DPOs will also be given admin rights to manage the company account. The company account manages staff expenditure and allows admins to set spending limits. By inviting staff to join the company account, all telecommunication usage will be borne by the company.


Admin

Admins have limited compliance capabilities and their main role involves managing and inviting users to use SpiderGate as well as updating the company blacklist.

1. Company List Management system - Admins can search for numbers and add to the centralised company blacklist. Admins do not have authority to add numbers to the whitelist but can amend these whitelist numbers to be on the blacklist.

2. User Management – Like the DPO, admins can invite staff and agents to come onboard to use SpiderGate and give them access to the centralised company blacklist. Admins can also suspend, revoke or assign admin privileges to staff and agents.


3. Small number lookup - This feature allows for checking of up to 10 numbers against the national DNC registry and company blacklist. Each check costs 1.07 cents.

4. Bulk filtering - This feature allows for checking of unlimited numbers against the national DNC

registry and company blacklist. Each check costs 1.07 cents. The system will filter out duplicates to prevent charging the checking of the same number more than once.


Staff/Agent

Ordinary users will only have access to search the company blacklist. Note: Staff usage will be charged under the Company Account. Agents will pay for their own usage from their Personal Account.

1. Small number lookup - This feature allows for checking of up to 10 numbers against the national DNC registry and company blacklist. Each check costs 1.07 cents.

2. Bulk filtering - This feature allows for checking a large quantity of numbers against the

national DNC registry and company blacklist. Each check costs 1.07 cents. The system will filter

out duplicates to prevent charging the checking of the same number more than once.


SpiderGate Management System

1. SpiderGate DNC Checking

DNC checking without SpiderGate

Organisations are required to check the DNC registry prior to engaging in B2C telemarketing activities via

phone, messages or fax.

A 30 days validity period is given for returned results upon date of checking (after July 2014).

E.g., when ABC company submits a list of numbers to the DNC registry for checking on 1 Aug 2014, the

returned results are valid until 31 Aug 2014.

A company is required to do a new check when the validity of the check has expired.

Source: https://www.pdpc.gov.sg/organisations/do-not-call-registry-your-business/do-not-call-registry-

business-rules

DNC checking Logic with SpiderGate

SpiderGate is a DNC management tool that helps the organisation efficiently manage the original

workflow crafted by PDPC.

SpiderGate officially checks on behalf of our customers with the DNC registry, and each check

has a valid expiry date.


Important Notes

• For Calls, SMSes and Faxes through SpiderGate / Hoiio, we check to see if the call can be

called at that particular instance. If the previous check is still valid, we will use that result as

this is according to PDPC’s guidance.

• If we need to return scrubbed results (not checking only for that instance, but returning DNC

check results, we will need to return the results with full 30 day validity period based on

PDPC’s regulations. Small Number Lookup, Bulk Filtering and Compliance Window are the tools

that return scrubbed results. Therefore, there is a 1.07 cents cost per number checked for these

cases as we will need to do a fresh check against the DNC registry and return the result with the

full 30 day validity period.

• If the company scrubs a number, we will also update the cache to extend the validity period

based on the result of the scrub.

Why did the call go through using SpiderGate despite the customer being on DNC?

• Many consumers are still not educated about the 30 day validity period and expect to not receive

calls immediately after they put their number on DNC. PDPC has already stated that this is a

false expectation and have started educating consumers with articles like below in the Straits

Times.


• There are also cases where these consumers think they have registered on the DNC but have

not done so.

• As a best practice, all staff in the company should follow the following steps when a consumer

expresses that they are on the DNC:

1. Apologize to the consumer.

2. Let the consumer know that the company has checked against the DNC and you will go

back to verify the results.

3. Let the consumer know that according to PDPC, it takes up to 30 days after registering

their phone number to stop receiving telemarketing messages.

4. Let the consumer know that you will inform your company’s DPO and add the number

into the company’s blacklist so that there will not be any future calls.

Complaints are invalid if the company has done a valid DNC check that has not yet expired and

the past result shows that the consumer was still NR in the registry.

PDPC will not entertain such cases and they will not prosecute the company.

2. How to sign in and use SpiderGate Management system

1. Log in to www.hoiio.com on your desktop web portal using your designated telephone number and password.

2. Check that the top right reflects your company’s name. If it shows Personal, click on Personal and

when it displays your company’s name, select Company.

** There are 2 amounts that are shown on the left side of the company’s name. The actual credit balance is shown in brackets. The other amount refers to the monthly credit limit for usage.

3. Click on the SpiderGate icon on the side menu to open your management window.


3. How to create Agreement Terms

Prior to sending email invitations to users to sign up for SpiderGate, agreement terms have to be created between the company and the associates.

1. Click on “Admin Tools” followed by “User Agreement”. Type or copy and paste your agreement terms in the blank box provided. Click “Save changes”.


4. How to add new DPO, Admin & Staff

Each company is given 1 Super Admin (DPO) and 5 accounts. To create the 5 accounts, please email us at [email protected], subject heading “Creation of SpiderGate accounts”, with the following details:

• user’s email address

• phone number (if they are making use of the SMS system and require a phone number response when the recipient replies to SMS, it would be best to use a mobile number as replies to landline numbers will not be viewable.)

• Hoiio account (Admin or staff) Admin: manages the credits, assigns monthly spending limit and purchase subscriptions. It's for company use. All subscription fees and usage charges are borne by your company. Staff: Will not be given administrative rights. Credits may be allocated to them for the purpose of making calls, performing number look-ups or sending SMS campaigns on behalf of the company. The charges are then borne by your company.

• Assign monthly credit limit amount to Admin or Staff

• SpiderGate account (Admin or staff) Admin: Will be able to access, amend the company blacklist and invite associates into system. In addition, perform number look-ups and send SMS campaigns. Staff: Can only perform number look-ups and send SMS campaigns.


5. How to manage company blacklist and whitelist

1. Click on “List Management” on the top menu bar. Adding numbers manually

i. Click “Add Manually” Button ii. Type in phone number. It is optional to put (+65) or (65) in front of the number iii. Select ** Whitelist (WL) or Blacklist (BL) on each registry. iv. Click “Add Number”

** Upload your whitelist numbers only if you have clear and unambiguous consent from customers to be contacted by anyone from your company despite being on the DNC registry or blacklist. Whitelist numbers can only be added from the DPO account. Do notify agents, staff or consultants that there may be customers who have given permission for the company to call them but may have forgotten.

If the new number has a conflict, a message will appear to say that the “Phone number XXXXXXXX exists in List Management.


Type the number in the search icon box and click “edit” to amend the registry when the phone number is retrieved. Only the DPO account can add or amend numbers to a whitelist status.

Once the registries have been amended, click “Save”.


To upload a list of company blacklist or whitelist numbers

1. Click “Import” Button.

2. Download “CSV Template”.

Type in or copy numbers into the CSV file and save. (It is optional to put 65 in front of the

phone number).


3. Select the option for each registry. (If this list is for ** whitelisted (WL) numbers, select all registries as WL or vice versa for blacklisted (BL) numbers). Whitelist numbers can only be added from the DPO account.

Separate CSV files can be uploaded for specific permissions, e.g. all numbers requested for blocked calls but not registered for SMS or Fax registries.

Please see examples below:

4. Click on the “Choose File” button and select the CSV file you want to upload.

5. Select “Import”.

** Upload your whitelist numbers only if you have clear and unambiguous consent from customers to be contacted by anyone from your company despite being on the DNC registry or blacklist.

Do notify agents, staff or consultants that there may be customers who have given permission for the company to call them but may have forgotten.


How to amend permissions for voice, call or fax Type the specific number in the search box, click edit, amend the permissions then save. Only the DPO account can add or amend numbers to a whitelist status. Admin accounts can only amend whitelist numbers to a blacklist status, add or amend blacklist numbers.


6. How to invite users (agents) to SpiderGate

1. Click on “User Management” followed by “Invite”.

2. Download CSV file template, type in the email addresses and save.

3. Click “Upload CSV”. You will be prompted to upload the CSV file. Click the “Yes” button. A pop up will then tell you the number of emails sent out successfully.

4. To add individual emails, type the email address in the large text box below the words “Or add

manually”. Hit the “enter” button on your keyboard and add more emails when necessary. Click the “Invite” button.


Resending Invitation

To resend to a specific email, you can also type in the email address in the large text box below the words “Or add manually” and click “Invite”.

** If a user notifies you to send the SpiderGate invitation to another email address, remember to delete the invitation sent to the old email address.

Deleting Invitation

Pending invitations can be deleted by clicking on the delete icon found on the respective email address.

To delete a specific email address, type the email address in the “Search with invited emails” text box. When the email address is retrieved, mouse over to the far right side to reveal the ”Cancel” button to delete.


7. What to do during an investigation

In the event that your company is presented with a letter of notification of complaint from PDPC,

• Proceed to your compliance window

• Type the complaint phone number in the search box

• An activity log will be generated showing full details of who, when and mode of communication used to contact the complaint phone number

• An edit history will also be generated showing details of who made edits to the 3 registries of the complaint phone number. (Edits can only be done by the designated Admin staff who have access to manage the blacklist. Admin staff cannot amend the whitelist but can change the status from whitelist to blacklist).


Manage Company Account

How to top up account (by credit card or cheque)

1. Ensure that the account reflected on the top right is “Company”. 2. Click the settings icon on the top right, select “Manager” then “Payments” on the top menu bar. 3. Click on the “Topup” button.

• For credit card payments, furnish your company credit card number online and fill in the details requested.

• For cheque payments, you can generate a sales order that will be sent to the designated email address. Details of where to send payment will be shown in the sales order.

Your company account operates on a prepaid mode where the amount of payment received is then credited in. Credits are taken out of the account when calls are made through the mobile app, bulk SMS sent, subscriptions, DNC checks on numbers or any Hoiio application used that has a usage charge.

How to receive monthly statements

• At the Billing Details section, click on “edit” and fill in the email address for the monthly statement to be sent to.


How to view transaction/usage history

1. Under Manage Company Account, click on “Usage” on the top menu bar.

2. Usage History of the designated time frame selected can be downloaded or emailed.


How to use SpiderGate (Using Company Account)

1. Download the Hoiio mobile application a. The Hoiio mobile app is available for download in the iOS App

Store and Google Play.

b. Log in to the app using your registered mobile number and password.

2. How to select between personal and company account on your mobile

Click on the menu bar on the top left, click on the account on the top to select which account you want to use.

Click on the menu bar on the top left, click on the account on the top to select which account you want to use.


3. Make a test call

A. Since the company is paying for the calls and SMSes, SpiderGate is only assigned on the

company account. To make sure SpiderGate has been properly activated, make a test call on the Hoiio mobile app.

B. iPhone users, click on the “Show Dial Pad” to reveal the dial pad.

C. Android users will have the dial pad displayed.

Key in 6681 6441 and then click the “Phone” icon below the dial pad to call.


D. You should see a prompt before the call. Select Check DNC/Blacklist.

E. You should see an alert that indicates the number is blocked by DNC.

Please contact [email protected] if the prompt is missing or should the call go through.


4. Make a voice call

A. There are 2 call methods available: Callback and Internet Call. a) Callback - This method is recommended when you don’t have a good WiFi connection. Upon

dialing a number, the line will ring and then disconnect. A call will subsequently be made to your cell number. This is known as “callback”. Upon accepting the call, the line will then be connected to your recipient. (Calls are charged at 3.4 cents/min versus 16.1 cents/min from your mobile phone operator after you exceeded your quota of free outgoing calls) Note: Avoid using CallBack when on auto roam. You will incur IDD call charges from your telco.

b) Internet Call - This method is ONLY recommended when you have an excellent WiFi connection, otherwise the call quality will be compromised. (Calls are charged at 1.7 cents/min.) iPhone

To switch between Internet Call and Call Back, click on the button circled in orange.


Android

To switch between Internet Call and Call Back, click on the button circled in orange.

B. Once SpiderGate has been properly activated, SpiderGate will automatically check against your company’s centralised blacklist and the national DNC registry and prevents you from calling DNC Registered or blacklisted numbers.

C. Simply dial the recipient’s number using the Hoiio Phone app and a prompt will appear. Make sure you select “Check DNC/Blacklist”. If the number is in the DNC registry or company blacklist, the call will be blocked.

In the event the recipient’s number is not found in either list, your mobile phone will ring with the recipient’s number appearing on your screen. This is known as callback. When you accept the call, Hoiio will then connect the line to your recipient.


5. To send an SMS

A. Click on the top left corner of the Hoiio mobile app to open the menu option. B. Select “Message”. C. Type in your message and telephone numbers. D. When you click send, a prompt will pop up. Select Check DNC/Blacklist. E. If there are blocked numbers, another prompt will appear. F. Click “Remove & Send”. The message will only be sent to the remaining numbers not on either

list.


6. Launch an SMS Marketing Campaign

Getting started

A. Sending bulk SMSes is only possible from the Hoiio web portal on your desktop. Login to the user portal and select the SMS Marketing App on the left side menu.

Create a contact list

B. Type in the name of your list in “Create your first list!” and click “Create”. To create subsequent lists, click on “Lists” on the top menu and select “Create New List”.


C. You can choose from 2 methods to add contacts to your list: CSV Excel file or manual input.

a) CSV Excel file - Click on the “List” icon to download the CSV template into your computer. Add your contacts to this saved CSV template, name the contact list group and click “Save as”. To upload your saved Excel spreadsheet, click on the newly created list name on your SMS Marketing Lists, click “Import” and select the file you wish to upload.

Note: It is optional to put the country code 65 in front of the phone number.

It is also optional to key in the first and last name in the CSV file but doing so will allow you to personalise your messages later on.

b) Manual input - Key in the mobile number, the “+65” should already be in the phone number box. Otherwise, remember to key in +65 in front of the mobile number.

It is optional to key in the first and last name, but doing so will allow you to personalise your messages later on.

Click the “Plus sign” after the Last name to add the number onto the list.

When your contact list has been uploaded, you have the option of turning on the Auto Filter feature. After checking the DNC registry and company blacklist before your SMS campaign is sent, the Auto Filter will automatically remove all numbers blocked on the company blacklist from your uploaded contact list.


Create Your Campaign

D. Click on "Campaigns" on the top menu bar

E. Ensure that your Responsible Marketing notification is turned on and set the sending time period. This feature is useful as it will remind you to reschedule your SMS marketing campaign if you are sending it outside your selected SMS time period.

F. Key in the campaign name to help yourself identify the campaign later (this will not be included in the SMS) and click on “Create”.

G. Under “Select Recipients”, put a check mark in the box against the name list you would like to send

the message to and Click on “Next”.

H. Type your campaign message. The maximum character count for each SMS is 160 characters. The use of the unsubscribe option via web form will reduce the number of characters in your SMS.

The character count display can be seen on the top right corner of the box when composing your message.

Please note that if you decide to personalise your message by using the merge tags, the character count is not included due to different alphabet count in names. Use of this feature may result in more than 1 SMS sent and hence incur additional charges.


I. When you check the box to unsubscribe, recipients will be allowed to unsubscribe via web form. Your recipients will receive a link to a webpage where they can key in their phone number to unsubscribe to your SMS messages. Please inform your company if you receive any unsub requests via phone or SMS.

J. To see what your text message will look like on the phone, click on “Send Test SMS” to send the message to yourself. This is chargeable at 3.2 cents per SMS.

K. When you are done, click on “Next” to proceed to the next step.


Finishing up

L. To finish the campaign, click on “Send Now”. If you are sending the campaign outside your sending marketing time period, a prompt will appear to remind you of the responsible marketing time and advise you to reschedule your campaign.

M. To schedule the campaign to be sent at a later time, check the box beside the “Schedule the Campaign”, select the date and time you wish to send.

N. Remember to keep the box for “Confirmation to bypass company and DNC” UNCHECKED, i.e. DO

NOT TICK THE BOX.


O. It will take some time for all the SMSes to be sent due to the DNC and company checks, after which you can view your campaign under “Sent”. Click on “View Report” of the specific campaign.

View monthly campaign schedules

P. To view monthly scheduled campaigns, click on the Calendar icon circled in red.

Q. You can also edit or delete campaigns by clicking on the campaign name on the scheduled date and time. To return to the list of campaigns, click on the icon on the left side of the Calendar button.


7. Number Checks Using Small Number Lookup

a. Small Number Lookup allows checking of up to 10 numbers against the DNC registry and centralised company blacklist.

b. Login to the user portal and click on the SpiderGate app on the left side menu.

c. Click on the “Small Number Lookup” tab. d. Key in a number (including the +65 country code) and press the "Enter" key. Repeat the process

until you have entered all the numbers.

e. You will be shown a total of the Singapore numbers submitted as well as the credits chargeable if the check is performed. Each number check costs 1.07 cents (rounded up to the nearest 0.1 cents per transaction).

f. To confirm, click "Proceed".


g. You will receive the results almost immediately, showing which numbers are registered in the DNC registry and company blacklist, or not registered at all. You can also retrieve your results by clicking on “View Results”.

To conduct another check, click on "Start New Lookup”.


8. Number Checks Using Bulk Filtering

a. Bulk filtering allows for checking of a large quantity of phone numbers against the DNC registry and centralised company blacklist.

b. Login to the user portal and click on the SpiderGate app on the left side menu.

c. Click on the “Bulk Filtering” tab.

d. Download the CSV template. Type in or copy and paste all the telephone numbers in the CSV file.

e. Click on the “Upload CSV” button to upload your CSV/Excel file of the numbers.

f. Upon uploading the file, you will be shown the total Singapore numbers you are checking and the credits chargeable if you choose to proceed. The system automatically filters out duplicates so you will only be charged for checking each number once. Each number check costs 1.07 cents.

g. To confirm, click "Proceed".

h. You will receive the results via email within 24 hours. The search results will be in an attached CSV file.


9. How to search for past results on Check Numbers via small and bulk

filtering

a. Log in to the user portal and click on the SpiderGate app on the left side menu.

b. Click on View Results.

c. Select the method and numbers of days you wish to locate the results.

d. Mouse over the specific submission date and click “Download Results Lookup”.


How to change password

1. Check that the top right reflects your personal name. If it shows Company, click on Company and

when it displays your personal name, select Personal. 2. Click on the settings icon on the top right to open a small popup menu. Go to Settings. 3. On the Accounts page, click on edit to change password.

Other useful Info

SpiderGate Support Page: http://www.straitsinteractive.com/support/ Hoiio Support Page: http://support.hoiio.com/ If you require any assistance, please email Hoiio at [email protected] or call 6595 0480 (10 am to 5 pm, Monday to Friday excluding Public Holidays)

or

Straits Interactive at [email protected] or call 6850 5462 (9am to 6 pm, Monday to Friday excluding Public Holidays).

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