RESOLUTION PROCESS FOR NEW VIRTUAL SOCCER PRODUCT

            RESOLUTION PROCESS FOR  NEW VIRTUAL SOCCER PRODUCT

             

            COMMON QUERIES ASSOCIATED WITH VIRTUAL SOCCER:

             

              How to Scan decoder to acces Betking Virtual-For Existing Agent

            ·       Cs confirms that the agent is active by requesting for username or UserId

            ·       Cs guides the agent to follow below steps:

            ·       Cs ask user to click on Menu button on the remote

            ·       Cs ask user to click on Installation

            ·       Cs ask user to select Transponder List and click enter

            ·       Cs ask user to press the Blue button on the remote and click enter to scan

            ·       Cs ask user to select “BetKing Soccer/Football” among the channels displayed to view the satellite feeds on the TV screen

            ·       NB: We still make use of the same frequency as that of Global bet

             

              Satellite dish Frequency:

            ·       Cs request for userId/Username from Agent and ask basic security question

            ·       Cs confirms the account is active (Deposit made)

            ·       Cs confirms if agent already have equipment (Dish and Decoder)

            ·       Cs provides the agent wth the frequency settings and dish direction

            ·       Cs do normal ticket documentation and close ticket

            NB: We still make use of the same frequency as that of Global bet

             

             

              How to Validate a ticket or confirm if a ticket is a winning from Back Office:

             

            ·       Cs request for ticket Id from user

            ·       Cs visit   https://vcashier.betking.com/results

            ·       Cs Input the ticket Id at the column where you have “Coupon check”, press enter to see coupon status

            ·       Cs click on “View Coupon Details” to see the event selected on the ticket and result as seen below


            ·       Cs communicate accordingly to users

            ·       Cs document accordingly

                Unable to Place Bet (Generally):

             

            ·         Cs request for Agent`s username/user and check on BO  (Account Information tab) to reconfirm the status of the account (Active or block)

            ·       If Active, CS proceeds to confirm if he is trying to place bet from cashier or Admin Account

            ·       If Admin, informed that he cannot place virtual bet from admin. Advised to fund one if his cashier and place bet from there

            ·       If from Cashier account, request to know the exact cashier and confirm if funds is available

            ·       If Fund is available, confirm the error message gotten and request that Agent guide through how he is placing the bet

              

            ·       Try to reproduce the problem if you have a test account but if you are unable

            ·       Apologize to the user, pacify him that it will be looked into and feedback provided

            ·       Inform your Team Lead/Supervisor/Manager as the case maybe

            ·       Ensure feedback is provided to the customer


              Unable to Place Bet on Combination/Split Column Bet

             

            ·       Cs request for Agent`s username/userId and confirm the exact virtual product he is trying to place combination/Split Column bet on

            ·       If Agent says color color; Cs inform user that he can only place such type of bet on Virtuals involving soccer alone (e.g King`s Live, Kings` Liga and Kings` League)

            ·       If Agent confirmed that it is on any of the  Virtual involving Soccer;  Cs confirm the number of selection, Group selected, number of combination and Stake used

            ·       Cs confirm the exact error message user is getting and how is placing the bet

            ·       Cs reminds Agent that stake per combination is #20 which means if the number of combination is 60 based on the group selected, then, the stake must be #20 X 60 = #1200 stake.....If the stake inputed is below this value, bets will display error message below


             


            ·       If the above screenshot is not the error message, Cs try to reproduce the error message from test account available

            ·       If problem persist, Cs pacify customer and escalate to Team lead/ Supervisor/ Manager as the case maybe

            ·       Cs ensures feedback is provided to user

             

              How to Locate WebViewer

            ·       Cs request for cashier username/userId and confirm from BO if account is active

            ·       Cs ask agent to click on “Virtual on the welcome page after log-in to the cashier to load the virtual interface

            ·       Cs ask agent to click on “ Menu” tab at the right hand side of the virtual interface to display all the webviewer available as seen below



             

            ·       Cs ask agent to click the desired league web viewer to display feeds as seen below

             

             

              Webviewer Not displaying feeds:

             

            ·       Cs request for username/userId to confirm from BO if user is an agent and also the status of the account

            ·       Cs ask for the error message gotten

            ·       Cs ask if it occurs on all its cashiers and also confirm the browser used

            ·       Cs reconfirm using Test Account to reproduce error

            ·       If problem persist, Cs pacify agent/online and escalate to the Team lead/Supervisor/Manager as the case maybe

            ·       Cs provides feedback to Agent/Online user

             

              Satellite dish not displaying/Freezing/Blank:

            ·       Cs request for userId/username from agent and confirm basic security

            ·       Cs confirm the exact error message or display

            ·       Cs probes further to know when this starts and confirm if it rain in their location which might cause dish movement

            ·       Cs confirms from the inhouse Virtual TV screen if there is such error.

            ·       If it is also happening in house, Cs pacify agent and inform the Team lead/Supervisor/Manager as the case maybe

            ·       If it is not happening in house, Cs inform agent that we will verify and get back to him if it is only peculiar to him and let him realise that it is working in-house.

            ·       Cs informs Team lead/Supervisor/Manager as the case maybe

            ·       Cs provides feedback to the agent

             

              Coupon not settled correctly-Coupon Check guide on cashier interface:

            ·       Cs request for the Ticket ID and cashier userId

            ·       Cs verifies from BO using the above detials if ticket actually exist on that cashier and confirms if it is a winning lost bet

            ·       Cs drilled down more to view the result from BO and communicate accordingly to user/agent

            ·       Cs guides the Agent/cashier/User on how to check the coupon status directly by clicking on “ Check Tab” at the right hand top of the cashier virtual interface and then input the Ticket-ID to view result and status.







                    
            ·       If Ticket is found to be settled incorrectly based on the result seen on BO, Cs

            pacify customer and escalate issue to Team lead/Supervisor/Manager as the case maybe

            ·       Cs provides feedback to Agent/Cashier/User

              

              How to view all bets placed on Virtual:

            ·       Cs request for account/cashier username/userId and ask security questions

            ·       Cs guides user by directing them to click log-in to their cashier account and click on shop at the top of the account

            ·       On the Left hand side of the page; under “ User Area Menu” , select “ Cashier”

            ·       Then, select the “ small search icon” on  “Total Virtual Sales” as seen below 

             

              How to check all winning Virtual ticket on Cashier Interface:

            ·       Cs request for account/cashier username/userId and ask basic security questions

            ·       Cs guides user by directing them to click log-in to their cashier account and click on shop at the top of the account

            ·       On the Left hand side of the page; under “ User Area Menu” , select “ Cashier”

            ·       Then select the “ small search icon” on  “Total Virtual Winnings” as seen below

             

             

             

              How to View Jackpot credited to my account:

            ·       Cs request for account username/UserId and ask basic security questions

            ·       Cs informs agent that jackpot is credited directly to cashier account on which bet is placed

            ·       Cs ask agent to log-in to cashier account and select “Transaction List” under “User Area Menu”

            ·       Cs confirms the date, ticket-Id and also check from Back Office

            ·       CS confirm from BO if jackpot was credited and guide agent using the transaction list to locate the value credited.

            ·       Cs document accordingly

             

             Odd not added-Over winning amount Error

            ·       Cs request for Username/UserId and reconfirm the error message.

            ·       Cs confirms the virtual product, stake and potential winning display

            ·       Cs reminds agents of the Maximum Potential winning  of #1.5 Million all on Virtual Soccer (Live & Liga)

            ·       Cs advise agent to check the bet based on the above potential winning and adjust stake

             


            ·       If complaint persist, CS confirm using a test account and if the same error message is gotten

            ·       Cs pacify Agent and escalate to Team Lead/Supervisor/Manager as the case may and leave TICKET OPEN

            ·       CS provides feedback to Agent after resolution and close ticket

             

            STEPS ON HOW TO BLIND SCAN THE NEW VIRTUAL

             - Agent should click on the "menu" button on the remote

            - Agent should navigate to "installation"

            - Under navigation, it displays different icons depending on the decoder being used by agent

             

            Decoder A.

             - If it displays , Antenna list, Satellite list, Transponder List, .........

            - Please advise agent to select the Satellite list( "0000" if it asks for password)

            - Agent should click the "blue button" at the top of his decoder remote

            - Then change the "scan mode/type" to "Blind scan"

            - Scroll down, click on the "enter/search" button

            - It displays the scanning progress bar below

            - When it reaches 100% or stops scanning, agent should exit and tune to see the new virtual channels 

             

            Decoder B.

             - If it displays, Antenna list, Single Satellite search, Multiple satellite search, .........

            - Agent should click on "Single satellite search"

            - Change the "Scan mode" to "Blind scan"

            - Click on search/enter button

            - It displays the scanning progress bar below

            - When it reaches 100% or stops scanning, agent should exit and tune to see the new virtual

            channels 

              

            MY VIRTUAL TICKET IS TOO SMALL

             Depending on the paper roll being used by agent, please tell agent to;

             -Click on the menu button at the top right corner of the virtual platform

            -If the paper roll/ thermal printer is the small one, agent should select "Narrow"

            -If the paper roll/ thermal printer is the big one, agent should select "Wide"

            WHEN THE VIRTUAL TICKET IS STILL SMALL AFTER ADJUSTING ON THE VIRTUAL PLATFORM

             On Mozilla Firefox...

            -Click on the 4 vertical lines at the top right corner
            - Scroll down and click on print
            - Change scale from "shrink to fir page" to 90% or more
            - Click on Page Set-up and select "Margins and Header/Footer"
            - Set all the Margins to "0.1" and click "OK"
            -Then, close the page
            -The print out should be bold and okay now

             

            On google chrome

             - Before confirming the print out by clicking on "print"

            - Scroll down and click "more setting"

            - Change the scale to 90% or more

            - Then proceed to print.



            Updated: 03 Apr 2019 09:45 PM
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