User Manual (UM) Template Version 1.0
Software User's Manual
SnApp - Voice Communication System (VCS)
Team 05
Divij Durve - IIV & V
Harsh Mhatre - System/Software Architect
Khyati Thakur - Prototyper, Project Manager
Monica Varhale - Feasibility Analyst, Requirements Engineer
Nikita Gupta - Project Manager, Operational Concept Manager
Shlok Naik - Operational Concept Analyst, Feasibility Analyst
Shruti Gotmare - Life Cycle Planner, Requirements Engineer
Sushmaja Bondili - Requirements Engineer, Prototyper
11/27/2014
Version History
Date / Author / Version / Changes made / Rationale /11/27/14 / KT / 1.0 / · Initial draft of the manual / · For TRR
Table of Contents
Version History ii
Table of Contents iii
Table of Tables iv
Table of Figures v
1. Introduction 1
1.1 System Overview 1
1.2 System Requirements 1
2. Installation Procedures 1
2.1 Initialization procedures 1
2.2 Re-installation 1
2.3 De-installation 2
3. Operational Procedures 3
4. Troubleshooting 11
4.1 Frequently Asked questions 11
4.2 Error Codes and Messages 11
4.3 Note 11
UM_TRR_F14a_T05_V1.0.doc 11 Version Date: 11/27/14
Feasibility Rationale Description (FRD) Template Table of Contents
Table of Tables
No table of figures entries found.
UM_TRR_F14a_T05_V1.0.doc 11 Version Date: 11/27/14
Feasibility Rationale Description (FRD) Template Table of Contents
Table of Figures
No table of figures entries found.
UM_TRR_F14a_T05_V1.0.doc 11 Version Date: 11/27/14
User Manual (UM) Template Version 1.0
1. Introduction
1.1 System Overview
The manual applies to the voice communication system to be used by the employees of Snapp. The system allows calling the leads, monitoring the agents, logging calls, and recordings and adding new employee information.
1.2 System Requirements
The minimum hardware and software (Operating System, etc.) requirements for the system are given below:
1.2.1 Hardware Requirements
The application can be accessed only with an Internet accessible desktop/PC.
1.2.2 Software Requirements
The application can be accessed on any of the web browsers.
2. Installation Procedures
The user does not need to install any software or tool. The app can be directly accessed at http://snapp-dev-vcs.herokuapp.com
2.1 Initialization procedures
Not applicable as the app is web-based.
2.2 Re-installation
Not applicable as the app is web-based.
2.3 De-installation
Not applicable as the app is web-based.
3. Operational Procedures
1. Account setup for new users
· Login from Admins account and click on Create New User:
· You will be redirected to the page below. Fill in all the new user details and click on save
· On clicking on save, you will get a success message when the details are saved
2. Direct Dialing
· Login from the agent’s account and click on “link to lead” on the landing page
· You will be redirected to the page below. Click on Call lead button
· A softphone screen will open up. Click on Start Call button to call the lead.
· To hang up , click on hang-up button
3. Auto-dialing
· Click on the softphone tab on the upper left corner on the screen
· A softphone screen will open up. Click on AutoDial option
4. Call Conferencing
· When the call is being made to a particular lead, if the agent wants to conference in the manager, they can just click on “conference manager” button on the softphone screen.
5. Call Listening
· Login from the Manager’s account and click on Monitor Agents tab.
· You will be redirected to the page below which contains all the records under that manager and also the information whether the agent is on a call right now or not. If agent is on a call, Listen-in link will be active otherwise it will be inactive. Click on the active link to listen in on the calls.
6. Call Logger and call recording
· To view the call logs click on “Call Summary” from any account
· You will be redirected to the following page. It contains all the information about the call made by the agent, call sid, lead name, start date, end date, duration, Status, API version, From number, To number, Direction of the call and the link to call recording.
· To listen to any particular recording, click on the link.
4. Troubleshooting
4.1 Frequently Asked questions
The system is easy to follow and use, so this is not applicable for our project.
4.2 Error Codes and Messages
1. Invalid username/password: Invalid email or password message would be displayed.
2. Twilio API handles the call handling errors, such as when the network is down, there is blank input for dialing or dialed number is invalid (for international numbers, or any random number that does not exist).
4.3 Note
Create New User: All the fields are required, but this was not handled during the coding. So make sure all the inputs are filled.
UM_TRR_F14a_T05_V1.0.doc 11 Version Date: 11/27/14