Customer Information Centre
|Customer Service Hotline:
|| 03 234 88 88
Download the User Guides
What is IVR?
Our Interactive Voice Response (IVR) system allows you to dial a sequence of Hotkeys immediately the Customer Service Hotline is answered. It then invites you to enter a shipment reference e.g. Booking number, B/L number, Container number or Invoice number, after which it automatically provides the desired information, emails you a copy document, or puts you through to an appropriate Customer Service Representative.
- Obtain the information you need immediately, no need to wait for a Representative from Customer Service
- A vast amount of information available 24/7 at the touch of a button…..any time, any place, anywhere
- Save time and thus money
- Rates of Exchange
- Confirmation loaded on-board
- Confirmation of vessel departure dates
- Vessel arrival dates
- Demurrage & Detention tariffs (automatically by email)
- Copy Bills of Lading (automatically by email)
For example, if you were to dial the hotline 01473 654321 and then, immediately upon answer, input the Hotkeys 2-2-3, you would be asked to capture a container number; you would then be given detailed container status information.
Conversely, if you wanted an import ETA you could use Hotkeys 1-2, at which point you would be asked to key-in a vessel voyage number; the automated system would then provide the ETA and the Import Exchange Rate.
The product also allows you to easily connect to a Customer Service Representative should you need additional help.
A large amount of non-commercial information is freely available with no restrictions.
However, customers who are registered to CargoSmart or OOCL.com have the additional option of capturing a unique PIN number which give them access to commercially privileged data like freight charges and copy B/Ls.
Should you require a PIN reminder, or a PIN to be created for you, please email our dedicated support desk, contact a Customer Service Representative or speak to your dedicated Area Sales Manager.
We do hope you will take advantage of this product and the benefits it will provide. Of course, should you prefer personal contact with a member of our staff we will be delighted to continue to serve you via our main office Switchboard or Direct Dial numbers.
Detailed Notes (for use in conjunction with the User Guides)
PIN Numbers are only mandatory if you are requesting copy documents by email. The Simplified User Guide flags these Hot Keys with a *, but several other Hot keys allow users to capture PINs as an option. The benefit providing a PIN is this is that the Customer Service Representative will quickly be able to identify and validate the customer who is calling, and therefore service their needs more promptly.
Copy Bills of Lading in .PDF format via email (Hot Keys 1-6-2 or 2-3-2) are available via IVR providing the following conditions are met:-
1. The PIN holder's profile in CargoSmart / OOCL.com has been configured to allow B/Ls to be viewed and printed
2. The PIN holder's profile in CargoSmart / OOCL.com has been configured to allow copy B/Ls to be sent in PDF format via email
3. The B/L in question has been uploaded to CargoSmart / OOCL.com by OOCL Customer Service
4. The date of IVR request has to be within 20 days of the B/L's upload date (under review)
Should one or more of these criteria fail, the user will be redirect to an OOCL Customer Service Representative for assistance. To change your user profile please speak to them directly, or contact your company's CargoSmart or OOCL.com Administrator.
Confirmed = a booking with firm acceptance, subject to our B/L terms and conditions
Wait-listed = a Reefer or Dangerous Goods booking with acceptance still subject to final confirmation
Pended = a Reefer or Dangerous Goods booking with acceptance still subject to final confirmation and where we are still waiting for missing cargo details (e.g. full DG declaration)
Copy Arrival Notices in PDF format via email (Hot Keys 1-6-3) are only provided if the original arrival notice was sent from CargoSmart or OOCL.com. To change your user profile please speak to an OOCL Customer Service Representative, or contact your company's CargoSmart or OOCL.com Administrator.
Copy Invoices in PDF format via email are not currently available via IVR, but this new feature is expected to be rolled-out in Spring 2009.
Container Status enquiries (Hot Keys 1-1-3, 2-2-3 or 3-1) will provide the date of the most recent equipment movement and the location of this event. Container prefixes (the four letters at the start of the number e.g. OOLU) and check digits (the 7th digit) do not have to be entered. Please be aware that dates so provided may be subsequent to the specific shipment that you are interested in, i.e. the container may be on a new journey under a different booking or B/L number.
Vessel Sailing Dates, Arrival Dates and Rates of Exchange (Hot Keys 1-2 or 2-4): to access this data you will need to key-in the 4 character voyage number (3 digits + a letter for direction) for the vessel concerned, for example 041W or 079E.
Voyage numbers are provided on our online Vessel Information Board and also verbally by OOCL Export Customer Service at the time of booking. IVR users should use the alpha-numeric keys on their telephone to capture the voyage directions, for example East = 3, West = 9. If you are uncertain of voyage direction,
Asia to Europe = W
Europe to Asia = E
North America to Europe = E
Europe to North America = W
Speak to a Customer Service Representative: should you need to speak to a member of OOCL staff please wait for an appropriate voice prompt to press * to return to the previous menu or press 9 to return to the main menu.