Content
Comnica Contact Center
Introduction - First steps
Managing projects
Calls (audio files)
Reports and statistics
User management
Developer and general information
Comnica SmartSMS
Support
Contact
Phone: +36 1 255 0991
Error reporting line opening hours:
Monday – Friday 08:00-20:00
Saturday – 08:00-18:00
After the system handover, you can login to the online customer service with the e-mail address you provided for contacting.
First login to our Customer Service Desk
Please, make sure to check your spam folder for the invitation e-mail.
Sign in with the Jira contact email you provided to your Key Account Manager.
Make sure to check your spam folder for the invite e-mail.
In case you did not recieve an invite to the e-mail address you provided.
On our Customer Service Desk page, click on the “Forgotten your password?” button to enter your password, which must meet the following requirements:
Min. 8 characters long.
Cannot contain a space or hyphen.
Include lower case letters.
Include capital letters.
Include a number.
In case any problems would arise using Comnica CC, please forward the following information to our Customer Service:
Checking and updating Google Chrome version
- Click on the “Customize and control Google Chrome
menu on the top right in the browser.
- Click on Help
About Google Chrome.
- Chrome will start searching for updates and updates automatically when required.
Provide the exact details of the occurance
- Which users or projects/lines were affected.
- The exact time of the occurance.
- In case it’s relevant, which phone number is affected.
Taking screenshots
The easiest way to take a screenshot is the following:
- Press the PrtScr button on the keyboard.
- Open “Paint”, which is available in Microsoft Windows products.
- Press CTRL + V simultaniously to paste the picture into Paint.
- Save the picture on your computer.
- Send it to us on our Customer Service Portal.
Console Log
By opening the console and providing the information displayed there, we can get more information about the possible cause of the discrepancy, which can help us providing solution.
- Press F12 in Chrome on the page affected and click on the Constole tab.
- The information (errors, warnings, etc.) displayed here can be highlighted and copied to a clipboard or you can take a screenshot and send it to us.
Other contact informations:
E-mail address: support@comnica.com
Phone: +36 1 255 0991
General reporting line opening hours:
Monday – Friday 08:00-17:00
Error reporting line opening hours:
Monday – Friday 08:00-20:00
Saturday – 08:00-18:00
Additional contacts:
Finance
+36 1 255 0993
finance@comnica.com
In case of requests and questions related to invoicing.
Key account manager
kam@comnica.com
Requests, questions, call center advice related to the current contract.
Sales
+36 1 255 0994
sales@comnica.com
For faster, more efficient and traceable requests, we recommend that you primarily contact our direct sales colleagues at their contact details.
Task types processed by our Customer Service
Services provided by our Customer Support team that are included in contracts (with max. hour cap)
- Product education – if there are no related articles available in the knowledge base.
- Creating new projects, data upload, data filtering
- Database update, record modification, if it cannot be done on the interface.
- Rescheduling callbacks, in case it cannot be done using the interface.
- Creating, editing, checking scripts.
- Setting up and changing the phone number display.
- Minor modification of an existing, working IVR (e.g. opening hours).
- Detection and correction of errors in our circle of interest.
- Checking call history.
Services provided by our Customer Support team that are not included in contracts
- Product education – if there are related articles available in the knowledge base.
- Checking and correcting data before uploading it into a project.
- Search and modify call records and project records available on the administration interface.
- Restore from a log file (restore changes made by the customer).
- Setting up and/or changing e-mail and SMS senders.
- New education session on top of the first, contractually provided free education.
- Troubleshooting after detecting that the network connection is not appropriate (e.g. when using TeamViewer it turns out that the operator is connected to a public or home network on which traffic independent of Comnica CC can be detected)
- Out-of-hours troubleshooting, if it turns out that the error is out of scope.
- Availability outside the service period as stipulated in the contract.
- Modifying headphone/headset settings and other peripherals.
Exceptions
- Setting up or modifying an existing IVR (in agreement with the customer, whether at the expense of the budget or in addition).
Card payment option
We are pleased to inform you that as of September 11, 2019, our company introduced payment by bank card, so you can manage your top-ups quickly and conveniently. You can find the bank card payment interface by logging into Comnica CC, located under the Billing menu (when applicable).
After online payment, the net value of the uploaded amount is immediately credited to your balance, and an automatic receipt of the payment is prepared, which we send to you by e-mail.
If you want to process your payments by bank transfer, you can of course still do it in the usual way. If you have any questions about our new service, feel free to contact our customer service at support@comnica.com!
You can select the appropriate package for top-up, or you can also enter a custom amount. In the case of a custom amount, the specified amount is understood including VAT!
Based on the available information, the company is assigned a VAT rate of X%. More information is available in the Comnica General Terms and Conditions.
Our default packages
HUF 25,400 (HUF 20,000 + VAT)
HUF 95,250 (HUF 75,000 + VAT)
HUF 190,500 (HUF 150,000 + VAT)
HUF 381,000 (HUF 300,000 + VAT)
In what case do we recommend it
For companies working with 2-3 operators.
For companies working with 5-10 operators.
For companies with 10-50 operators.
For companies working with 50-100 operators.
After choosing the right package, our system directs you to the transaction service provider Barion’s system, where you can finalize the transaction and top up your balance by entering your bank card details.
Convenient and secure online payment is provided by Barion Payment Zrt. Magyar Nemzeti Bank license number: H-EN-I-1064/2013. Your bank card details will not reach our store.
This service is only available to our Prepaid customers.
General Data Protection Regulation (GDPR)
A function introduced due to the GDPR regulation, which ensures the anonymization of customer data.
REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL (April 27, 2016) on the protection of natural persons with regard to the processing of personal data and on the free flow of such data, and on the repeal of Regulation 95/46/EC (general data protection regulation):
Procedure for using a GDPR-compliant customer management function in Comnica CC
In this example, we searched for a phone number.
The system displays the number of matches found per category (project’s database, calls, robinson list).
It can be seen that the phone number entered in the search engine is present in several projects, and the database field’s value is the phone number, which is also listed.
By clicking on the “Go to result” link next to the listed records, we can edit the record in accordance with GDPR requirements.
