Sometimes a resident does not answer, a PIN does not work or a QR code does not scan. When the gate has a help contact, the main screen of the kiosk shows a Get help button at the bottom right. This article tells you what happens after you select it.
Step 1: Choose a topic
The kiosk asks "What do you need help with?" Select the topic that is nearest to your problem:
- I am here to visit someone
- Delivery or pickup
- My code or pass is not working
- Something else
To go back to the main screen, select Back to menu.
Step 2: Choose your problem
For each topic except Something else, the kiosk asks you to "Tell us a little more" and shows a list of problems. For example, under My code or pass is not working, you can select My QR pass will not scan or PIN code rejected. To go back one step, select Back.
Step 3: Try the suggestion
The kiosk shows a suggestion for your problem, and a button that can help you do it:
- Open directory: opens the directory, where you can call a resident or send an entry request. This button shows only at a gate where the community turned on the directory.
- Try again or Back to menu: goes back to the main screen, so you can enter your code again.
Many problems at the gate stop here, with no call.
Step 4: Call for help
If the suggestion does not solve the problem, select Call us for help. If you selected Something else in step 1, the kiosk comes to this step at once.
1. The kiosk asks "Which property are you visiting?" Type at least 3 characters of the street address, then select the property.
2. If you do not know the property, select Skip — call without a property.
The call starts when you select a property or skip this step. The kiosk shows "Calling", then "Connected" and the length of the call. To stop the call, select End call.
The settings of the gate decide who answers:
- The help phone: the kiosk calls the help phone number of the gate, or the default help phone number of the community. You speak to the help line of the community, not to the resident that you came to see. The kiosk shows "Calling" until a person at the help phone accepts the call.
- Live Assist: a live person, in a remote capacity, processes visitor-initiated entries per the community's configured rules. The kiosk rings the people on call for the gate one at a time. If nobody answers and the gate has a help phone, the call goes to the help phone. The person can forward the call to a resident, and the kiosk then shows "Forwarding your call to the resident." If the resident does not take the call, the call comes back to the same person.
If the entry is approved during the call, the kiosk shows Access granted. If nobody answers, the kiosk shows No answer. When the call ends in a different way, it shows Call ended. The kiosk then goes back to the main screen.
Good to know
- If you stop for 30 seconds on a help screen before the call starts, the kiosk goes back to the main screen. Select Get help again to start over.
- With Live Assist, the person who answers sees the topic, the problem and the property that you selected.
- A Live Assist person can also call the kiosk. The kiosk then opens the call screen and shows "A support agent is joining the call".
For community staff: the Get help button shows only when the gate has a help contact. With Live Assist and no help phone, the button shows only while a person is on call for the gate. Set the help phone numbers and the Help button of each gate in Settings > Unstaffed gates. To set up Live Assist for a gate, contact JEKA.