First of all, you will get in contact with Mathias Tøndering which will get your phone and ensure you get a mail enabling you to activate your user and create it. 

Account setup[Mobile]:

1. Create a user via the activation mail

2. Download the Relatel app (Apple or Android)

3. Log in with the Credentials made from Step 1

4. You will be introduced to the 4th screen in the image below

1. (👥)Contacts - this is all the contact from the app - customers, colleagues, and people calling our main number: +45 70 26 11 62

2. (📞)All calls like Incoming, outcoming, and missed calls will be recorded there(If you have a customer that just called you can quickly get their number if you forgot to ask about it.

3. (🔢)The calling option from Relatel can make sure that you can call from either your personal phone, main number, or Enterprise Support number(this is rarely used and not for regular use) - mainly here is that you make sure to call back customers if needed from the main number and not your own 

4. (🔔)Activity section where you can see who called you, this includes personal calls and more.

5. (🍔)Settings section with options like finding colleagues' numbers, checking voice mails of any is left, and more. 

The phone is available from 8-17 business days (Monday to Friday) but if one day you are sick or you are doing let's say testing, ULA, or other stuff you can make sure to turn it off so you don't get calls and the phone will be directed to the person next in line automatically instead going through you. 

Let's get an image on your profile. This is only possible via their website at https://www.relatel.dk/ just log in and then you get to this screen ↓

You need to click your image above and choose Account and then you’ll be directed to another screen. There you can add an image and that will then show on your app too. This makes it easier for others to identify you other than your name.

Let's get into the scenarios you might get into.

Good sentence to start with: Umbraco HQ this {your name} how can I help you today?

Scenarios:

1. Hello this is GLS(or other delivery persons) I’m in the elevator

1. Just say that you’ll be on your way and then go to the elevator and get them up and take the package or whatever they have and give it to the person whose name is on it. If you don't know bring it to SWAT and someone picks it up (most of the time it's Mathias ordering stuff) 

2. Hello, my name is blah blah I’m from blah company I want to speak with the blah

1. Say that you cannot forward the call to anyone as this is company policy and GDPR stuff but you can give them their mail - find the mail on Slack just search the person's name and provide them with the mail. Get the caller's name, number, and company if any, and ping the person on Slack. (most times a lot of spammers want to get on the phone number with the person but you just give the same response) some people call again and again, some of them are aggressive, persistent but still the same response you can only give them the mail. 

2. There is a case where someone wants to talk about financing stuff give them the mail accounts@umbraco.com

If a customer leaves a voicemail or we receive a message from Relatel with their phone number, please make sure to call the customer back. Before closing the ticket, add a note explaining the issue, question, or case the customer had. You can refer to an example here for guidance.