FAQ

Issue: Unable to Access Ucall App or Website

Possible Causes:

• Internet connectivity problems
• Server outages or maintenance
• Incorrect URL or app version

Troubleshooting Steps:

1. Check Internet Connection: Ensure your device is connected to a reliable internet source (Wi-Fi or mobile data).
2. Clear Cache and Cookies:
• For browser users: Clear browser cache and cookies.
• For app users: Go to device settings > Apps > Ucall > Clear Cache.
3. Verify URL: Ensure you are using the correct Ucall URL provided by TM or Unifi.
4. Restart App/Browser: Close and reopen the app or browser.
5. Check Ucall Status Page: (if available) for any reported downtime or maintenance updates.

TM Support Guidelines:

• Confirm the customer has a stable internet connection.
• Verify the correct URL or app version is being used.
• Check the Ucall admin dashboard for any active server issues.
• Escalate to second-level support if access issues persist after these steps.

Issue: OTP Not Received or Invalid OTP

Possible Causes:

• Incorrect phone number or email address
• Delayed SMS or email delivery
• OTP expired

Troubleshooting Steps:

1. Verify Contact Information: Ensure the phone number or email entered is correct.
2. Wait for Delivery: Allow up to 5 minutes for the OTP to arrive.
3. Request a New OTP: Click "Resend OTP" if it does not arrive within the expected time.
4. Check Spam/Junk Folder: Look for OTP emails in the spam/junk folder.
5. Check SMS Block List: Ensure that SMS messages from unknown numbers are not blocked.

TM Support Guidelines:

• Confirm the customer's phone number or email in the Ucall admin system.
• Manually resend the OTP from the admin dashboard.
• Verify if there are any delays in the OTP delivery service.
• Escalate to the technical team if the issue persists.

Issue: Unable to Book, Modify, or Cancel Appointments

Possible Causes:

• Service provider's calendar is fully booked or blocked
• Incorrect date/time format
• User error or temporary server issue

Troubleshooting Steps:

1. Check Service Availability: Verify that the selected date and time are available for booking.
2. Ensure Correct Date/Time Format: Enter the date as YYYY/MM/DD and the time as HH.
3. Refresh the App or Website: Click "Resend OTP" if it does not arrive within the expected time.
4. Check Spam/Junk Folder: Reload the page or app and try again.
5. Check for Maintenance Notices: Look for any alerts about system maintenance.

TM Support Guidelines:

• Use the admin dashboard to confirm the service provider’s availability.
• Assist the customer with entering the correct date and time format.
• Verify if there are any active system issues or ongoing maintenance.
• Escalate if the problem cannot be resolved after these checks.

Issue: Not Receiving Booking Confirmations or Reminders

Possible Causes:

• Notifications are disabled on the customer’s device
• Incorrect contact details
• Delayed message delivery

Troubleshooting Steps:

1. Enable Notifications:
• For mobile users: Go to device settings > Notifications > Ucall > Allow Notifications.
2. Verify Contact Details: Check that the phone number and email address are correct in the Ucall profile settings.
3. Check Spam Folder: Ensure that email notifications are not marked as spam.
4. Wait for Delayed Messages: Allow some time, especially during peak periods, for message delivery.

TM Support Guidelines:

• Confirm the customer’s contact information in the Ucall admin system.
• Manually resend the confirmation or reminder message.
• Check if there are any delivery issues with the notification service.
• Escalate if notifications are not received after multiple attempts.

Issue: Unable to Sync with Google Calendar or CRM System

Possible Causes:

• Incorrect API credentials
• Outdated Ucall app version
• Integration configuration errors

Troubleshooting Steps:

1. Verify API Settings: Ensure API keys and credentials are correctly entered in the integration settings.
2. Reconnect Integration: Disconnect and reconnect the Google Calendar or CRM integration.
3. Update the App: Ensure the Ucall app is updated to the latest version.
4. Check Integration Status: Visit the Ucall integration status page (if available) for any reported issues.

TM Support Guidelines:

• Confirm the API settings and credentials in the admin console.
• Guide the customer through the process of reconnecting the integration.
• Verify if the app version is up to date.
• Escalate to second-level support if the issue persists beyond these checks.

Issue: Slow Response, Freezing, or Crashing App

Possible Causes:

• Low device memory
• Network latency
• App cache overload

Troubleshooting Steps:

1. Close Background Apps: Close any unnecessary apps running in the background.
2. Clear App Cache: Go to device settings > Apps > Ucall > Clear Cache.
3. Restart the Device: Power off and restart the device.
4. Switch to Wi-Fi: Use a strong Wi-Fi connection instead of mobile data if available.

TM Support Guidelines:

• Confirm if the customer has cleared the cache and restarted their device.
• Check the Ucall system status for any performance-related issues.
• Escalate to technical support if the app continues to underperform.

Additional Tips for TM Support Teams

• Maintain a checklist of common issues and recommended troubleshooting steps.
• Regularly update customers on the status of known issues or maintenance activities.
• Collect detailed information on unresolved issues before escalating, including error messages, screenshots, and steps already taken.

Step 1: Issue Escalation

1. When an issue is escalated by TM support, it should be logged in the Ucall issue tracking system (via email, helpdesk ticket, or direct phone call).
2. TM support must provide the following details:
• Customer contact information (name, phone number, email)
• Description of the issue and troubleshooting steps already taken
• Screenshots or error messages (if applicable)
• Date and time of the initial customer report

Step 2: Acknowledgment of Escalation (Within 2 Hours)

1. Upon receiving the escalated issue, the Ucall support team will:
• Acknowledge receipt of the issue within 2 hours via email, phone, or the designated support platform.
• Confirm the details of the escalation, including issue description and customer information.
• Assign a support ticket number for tracking and reference.
2. The Ucall support team will immediately notify TM support of the acknowledgment, confirming that the issue is being reviewed.

Step 3: Initial Investigation and Status Update

1. Within the first 2 hours, the Ucall support team will:
• Conduct a preliminary investigation to identify the root cause of the issue.
• Provide a status update to TM support with an estimated time for resolution (ETR) or any additional information required from TM or the customer.
• If further investigation is needed, Ucall support will escalate the issue internally to the relevant technical team.

Step 4: Resolution and Follow-Up

1. Once the issue is resolved, Ucall support will:
• Notify TM support of the resolution with detailed actions taken and any preventive measures implemented.
• Confirm with the customer (if required) that the issue has been resolved and gather feedback on the solution provided.
2. If the issue cannot be resolved within a reasonable timeframe, Ucall support will:
• Provide regular status updates to TM support at agreed intervals (e.g., every 2 hours or as needed).
• Escalate to senior management if a critical incident requires further escalation.

To ensure timely responses, the following communication channels will be used for escalations:

• Email: Dedicated support email for escalations (e.g., support@ucall.com)
• Helpdesk Ticket System: Access to the Ucall helpdesk portal for tracking and managing issues
• Phone Support: Direct hotline for urgent escalations (provided contact number)

• The MTTR performance will be monitored weekly, and a report will be shared with TM support, outlining response times and resolution statistics.
• Regular meetings with TM support will be scheduled to review any recurring issues and discuss improvements to the escalation process.

Step 1: Issue Escalation

1. When an issue is escalated by TM support during weekends or public holidays:
• The issue should be logged via the designated escalation channels (email, helpdesk ticket, or phone hotline).
• TM support must provide key details:
• Customer contact information (name, phone number, email).
• Detailed description of the problem, including any troubleshooting steps already performed.
• Screenshots, error codes, or messages (if applicable).
• Date and time when the customer reported the issue.

Step 2: Acknowledgment of Escalation (Within 6 Hours)

1. Upon receiving the escalated issue, the Ucall support team will:
• Acknowledge the issue within six (6) hours using email, phone, or the helpdesk ticketing system.
• Confirm the receipt of the escalation and provide a unique support ticket number for tracking.
• Assign the issue to an on-call support agent or technical specialist for further investigation.

Step 3: Initial Investigation and Status Update

1. Within the first 6 hours, the Ucall support team will:
• Begin a preliminary investigation to assess the severity and identify possible causes.
• Send a status update to TM support, indicating whether additional information is needed or if further escalation is required.
• Provide an estimated time for resolution (ETR) if the issue can be quickly diagnosed.

Step 4: Resolution and Follow-Up

1. If the issue cannot be resolved within the initial response time:
• The support team will continue to monitor and work on the issue, providing regular updates to TM support every 4-6 hours or as necessary.
• The team will escalate the matter internally to higher-level technical experts if the issue is complex or requires advanced troubleshooting.

Step 5: Resolution and Customer Notification

1. Once the issue is resolved:
• The Ucall support team will notify TM support with a detailed explanation of the resolution and any corrective actions taken.
• If customer confirmation is required, the support team will follow up with the customer to ensure the problem is fully resolved.
2. If the issue remains unresolved after significant effort:
• Ucall support will escalate it to senior management for further attention.
• A detailed incident report will be provided to TM support, outlining the next steps and action plan.

• Email Support: Dedicated escalation email (e.g., weekend-support@ucall.com)
• Helpdesk Portal: Ucall helpdesk for ticket submissions and status tracking
• Phone Hotline: Emergency contact number for urgent issues

• The MTTR performance during weekends and public holidays will be tracked and reviewed monthly.
• A summary report will be shared with TM support, including metrics on response times, issue resolution rates, and any trends observed.
• Regular feedback sessions with TM support will help identify areas for improvement.

• Weekend Coverage: 9 AM - 9 PM (Saturday and Sunday)
• Public Holiday Coverage: 9 AM - 6 PM (based on recognized public holidays)

Step 1: Issue Escalation and Acknowledgment

1. When an issue is escalated by TM support:
• It must be logged via the designated channels (email, helpdesk ticket system, or phone hotline).
• TM support should provide detailed information, including:
• Customer contact details (name, phone, email)
• A clear description of the issue, including error messages or codes
• Screenshots or logs, if available
• Date and time of the initial report

Step 2: Initial Diagnosis (Within 2 Hours of Acknowledgment)

1. The Ucall support team will begin investigating the issue immediately upon acknowledgment.
2. A preliminary analysis will be conducted to identify the root cause. This may involve:
• Checking server logs and system status
• Reviewing integration settings and API connections
• Verifying user access permissions and configurations
3. The support team will communicate the initial findings to TM support and provide an estimated time for resolution (ETR) based on the diagnosis.

Issue Resolution (Within 6-8 Hours of Escalation)

1. The support team will proceed with corrective actions based on the findings:
• For System or Server Issues: Restart affected services, apply patches, or resolve configuration errors.
• For Integration Problems: Re-establish API connections or correct synchronization issues with Google Calendar, CRM systems, or third-party tools.
• For User Access Issues: Reset passwords, update user permissions, or provide manual access as needed.
2. During the resolution process, the Ucall support team will:
• Maintain regular communication with TM support, providing updates every 2-4 hours.
• Document the steps taken and any interim fixes applied.

Step 4: Confirmation and Validation (Within 10 Hours of Escalation)

1. Once the issue appears to be resolved, the support team will:
• Conduct thorough testing to confirm that the problem has been fully addressed.
• Validate the fix by checking the affected services or user accounts for normal functionality.
2. A confirmation message will be sent to TM support, requesting them to verify with the customer that the issue is indeed resolved.

Step 5: Final Resolution and Closure (Within 12 Hours of Escalation)

1. After receiving confirmation from TM support or the customer:
• The support ticket will be marked as resolved.
• A detailed resolution report will be provided, including the root cause analysis, corrective actions taken, and preventive measures implemented (if applicable).
2. If the issue is not fully resolved within 12 hours:
• The matter will be escalated internally to senior technical experts.
• An action plan with an extended timeline will be communicated to TM support.

• Email: Direct escalation email (e.g., weekday-support@ucall.com)
• Helpdesk System: Access for logging and tracking issues
• Phone Hotline: Direct line for urgent escalations

• The MTTR performance will be tracked daily, with a focus on ensuring adherence to the 12-hour resolution time.
• A monthly report will be shared with TM support, highlighting the average resolution time, common issues, and any areas needing improvement.
• Regular feedback sessions will be conducted to review the resolution process and optimize response times.

• Weekday Coverage: Monday to Friday, 9 AM - 6 PM (excluding public holidays)
• The MTTR commitment applies only during these hours. Issues reported outside of business hours will follow the MTTR guidelines for weekends and public holidays.

• Yes, the Ucall Solution's AI chatbot is designed to handle basic and frequently asked questions efficiently. However, for complex or unresolved issues, the chatbot is capable of
• escalating the conversation to a human representative. This escalation feature is integrated seamlessly into the chat flow, ensuring a smooth transition from the AI bot to a live support agent.

Scenario 1: Customer Query about Appointment Issue

• Customer: "Hi, I'm trying to book an appointment, but it keeps giving me an error. Can you help?"
• Chatbot: "Hello! I can help you with that. May I know the error message you are seeing?"
• Customer: "It says 'Service Unavailable' when I select the date."
• Chatbot: "Thank you for the information. It seems there might be an issue with the service provider's calendar availability. I will try to resolve this for you."
• Chatbot: "I'm unable to resolve this issue automatically. Let me connect you to one of our support agents who can assist you further."
• Chatbot: "Please hold on for a moment. You are now being connected to a live representative."
• Agent: "Hello, this is John from Ucall Support. I see yo're having trouble with booking an appointment. Let me check the service availability for you. Could you please confirm the date and time you're trying to select?"

Scenario 2: Customer Query About Integration Issue

• Customer: "My Google Calendar is not syncing with Ucall. What should I do?"
• Chatbot: "I can assist you with Google Calendar integration issues. Have you tried reconnecting your calendar from the app settings?"
• Customer: "Yes, I did, but it's still not working."
• Chatbot: "Thank you for confirming. This issue may require a deeper look from our technical team. I will escalate your query to a human support agent for further assistance."
• Chatbot: "You are now connected to a live support agent. Please hold for a moment."
• Agent: "Hi, this is Sarah from the Ucall Technical Support Team. I understand you’re facing problems with calendar synchronization. Let's go through a few checks to resolve this issue."

1. Automated Escalation Trigger:
• The chatbot automatically recognizes when it cannot resolve a query based on the conversation context and predefined rules.
• It escalates the issue without requiring the customer to request a transfer manually.
2. Smooth Handoff:
• The transition to a human agent is seamless, with the chatbot providing a summary of the issue to the agent before the conversation begins.
• The customer does not need to repeat their problem, reducing frustration and improving service efficiency.
3. Multi-Channel Support:
• Escalation can be handled across various channels, including WhatsApp, email, or direct chat within the Ucall app
4. Real-Time Notifications:
• Both the customer and the support agent receive real-time notifications during the escalation process to ensure prompt handling.

1. Drag-and-Drop Workflow Editor:
• Users can create custom workflows using a visual drag-and-drop editor.
• Common actions like sending messages, collecting user input, and branching logic based on user responses can be configured directly.
2. Predefined Templates:
• The platform offers predefined templates for common use cases (e.g., booking confirmation, FAQs, feedback collection).
• Users can easily modify these templates to match specific business needs.
3. Variables and Conditions:
• The workflow editor supports the use of variables (e.g., customer name, appointment time) to personalize responses.
• Conditional logic (IF-THEN rules) can be applied to tailor the chatbot's behavior based on user inputs.
4. Integration with External Tools:
• Basic API integrations (e.g., Google Calendar sync, CRM data retrieval) can be configured directly within the workflow setup.
• Users can set up HTTP requests for triggering actions in third-party applications.

Example Customization via Workflow Setup

• Using the workflow builder, a user can create a bot that:
• Greets the customer and asks for the preferred service date.
• Checks availability in Google Calendar using a simple API call.
• Confirms the booking and sends an automated reminder one day before the appointment.

While the built-in workflow setup is sufficient for most standard customizations, certain advanced scenarios may require additional support from the technical team. These include:

1. Complex API Integrations:
• Integrations with non-standard CRM systems, payment gateways, or proprietary tools may need custom API development.
• The technical team can assist with setting up advanced HTTP requests, data parsing, and error handling.
2. Custom AI and NLP Enhancements:
• For enhanced Natural Language Processing (NLP) capabilities beyond basic responses, integration with external AI platforms (e.g., Google Dialogflow) may be required.
• Custom training of the AI model to handle specific industry jargon or unique customer queries may necessitate technical assistance.
3. Custom Workflows and Automation Logic:
• Workflows involving complex decision trees, multi-step processes, or integration with multiple external systems may require the expertise of the technical team for proper setup and testing.
4. Security and Compliance Customizations:
• Implementing additional security measures (e.g., data encryption, compliance with specific data protection regulations) may involve technical support for configuration and validation.

1. Visit the Ucal registration page (URL provided by Ucal or via Unifi Malaysia)
2. Fill in your business details, including your company name, logo, contact number, and email address.
3. Complete the registration form and verify your email or phone number using the OTP sent.

1. Log in using the OTP received via email or SMS.
2. Navigate to My Profile and update your business information, service intervals (operating hours), and holiday calendar.
3. Set your service intervals (e.g., 9 AM - 6 PM) and specify days when your business is unavailable (holiday settings).

1. Access the Ucal Dashboard:
• View upcoming bookings and appointments.
• Manage your calendar and block off dates/times when services are unavailable.
• Access customer information and booking history.

1. When a booking request is received, you'll get a notification via WhatsApp, email, or SMS.
2. Review the appointment details and confirm availability.
3. Use the Chat or Call feature feature to communicate directly with the customer if additional information is needed.
4. Confirm the booking, and the system will automatically send a confirmation message to the customer.

1. Set up automated reminders for your customers:
• Go to the Automation Settings.
• Enable reminders to be sent 1 day before the appointment date via WhatsApp or email.

1. Navigate to the Reports section to review analytics:
• Track customer interactions, response times, and service requests.
• Monitor agent performance and service level agreements (SLAs).

1. To integrate with external tools like Google Calendar or your CRM system:
• Go to Integration Settings and follow the instructions to connect via API or HTTP request.
• This will allow automatic syncing of appointments and customer data.

1. Visit the Ucal Booking App via the provided URL (web, mobile app, or desktop version).
2. Log in using the OTP sent to your email or phone number.

1. Click on Create Booking.
2. Choose the service you want to book (e.g., plumbing, aircon servicing, etc.).
3. Select a date and time for the appointment.
4. Confirm your contact details (name, phone number, email).
5. Submit the booking request.

1. You will receive a booking confirmation via WhatsApp, email, or SMS.
2. The message will include details of the appointment such as the date, time, service provider's name, and contact information.

1. Go to My Bookings in the app.
2. Select the appointment you want to modify or cancel.
3. Choose the option to reschedule or cancel the booking.
4. Confirm your action, and you will receive a notification with the updated details

1. If you need assistance or additional information, use the Chat feature to message the service provider directly.
2. Alternatively, click on Call to speak with the service provider.

1. One day before your appointment, you will receive a reminder notification via WhatsApp or email.
2. The reminder will include the date, time, and details of the service appointment.

1. Navigate to Booking History to see a list of your past and upcoming appointments.
2. You can review details and contact the service provider if necessary.

• Always ensure your contact details are up to date for seamless communication.
• Use the self-service options for faster bookings and cancellations.
• Enable notifications on your phone to receive real-time updates and reminders

For inquiries, you can contact GogoPass Malaysia via:

• Phone: +6019 376 9709
• Monday to Friday: 9.00am to 5.00pm

If you need further assistance or a live demo, please reach out to the support team through the provided contact details.