Telax Channel Partner Support Document

Transcription

1 Telax Channel Partner Support Document Incident Reporting /contact call flow: Channel Customer support issue Telax Channel Partner Telax Support 1) (Tier 1) Customer calls Telax Channel Partner support group to report an incident 2) Telax Channel Partner determines nature of issue and collects customer information 3) (Tier 2) Telax Channel Partner initiates a call to Telax support if issue cannot be solved at Tier 1 4) Telax provides Telax Channel Partner with a Ticket number. 5) Telax Support investigates the incident and provides Telax Channel Partner updates until resolution of the problem. Telax Partner program customers are responsible for Tier One support of their customers. The Telax Partner must first collect the following basic information before initiating a Tier 2 call/ into Telax. Detailed description of issue to include the following: o Telax Channel Partner call back number or address o Telax Channel Partner Customer Name For any voice related calling issues: o Caller ANI (person calling the Toll free or local numbers into the IVR ) o Agent s number or termination number o Issues experienced (Static, fast busy, carrier message, other) o Call date and time Telax Hosted Call Center SUPPORT 24/7 Direct: (option 1) Main: TELAX Other: Support@telax.com

2 Targeted Response times: Core Business Hours 8:30am 8:00pm Eastern standard After hours support 8:00pm 8:30am Eastern standard Contact Type Phone voic Core Hours 15 minutes 30 minutes After hours 4 hours 30 minutes *Emergency issues reported via afterhours may not get priority attention. Please use the Telax support phone number to ensure emergency after hour s issues are addressed appropriately. Mean time to restore Service outages (MTTR) Service definitions and uptime objectives are defined as follows: Telax High availability Services (uptime target 99.99%) A. IVR functionality B. ACD functionality C. Agent call answer and call completion functionality D. Private line SIP trunking Telax Normal availability Services (uptime target 99.90%) A. Agent Administration functionality B. Reporting functionality C. Call recording functionality Carrier services functionality Local and toll free numbers providing access to the Telax Systems Failure Type: MTTR High availability Services 2 hours Normal availability Services 4 hours Carrier services functionality 4 hours Uptime objectives exclude scheduled maintenance periods.

3 Maintenance Windows To ensure optimal performance of the Services, Telax performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. Scheduled Maintenance If Telax expects planned Maintenance to negatively affect the availability or functionality of the Services, Telax will provide at least 2 3 days advance notice of the Maintenance via the browser based Telax Admin Status Dashboard, Administrator Console and by notification to Channel key contacts on file. Telax scheduled maintenance periods are defined as Weekdays between 3am 6am Eastern standard time. Emergency Maintenance Telax may perform emergency unscheduled Maintenance at any time. If Telax expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Telax will provide the earliest possible advance notice of such Maintenance. Maintenance notices will be provided via the browser based Telax Admin Status Dashboard, Administrator Console and by notification to Channel key contacts on file. Common error codes from the (agent application): The following error codes will cause the ACD to transition the agent to not-set: Terminal () not available (hard like disconnected from our server) Busy signal not ready (in a middle of an in-call status transition) 55022, Ring-no-answer Caller hung up Terminal () not available (appears connected, but the local internet is interrupted, or the PC is too slow to responded) Transaction cancelled Caller Hung up or Invalid Call Id

4 Frequently Ask Questions: Category Title Answer Reports Abandoned Call Metrics In order to obtain abandoned call metrics once data is exported from any of the Queue Productivity Reports you will need to use the following formula in excel: (=Calls Queued cell reference - Calls Answered cell reference) CCM Login Denied Click on the Advanced Tab and ensure that the correct Company ID is entered Have someone with administrator permissions re-enter the user's password to ensure it didn't inadvertently get changed. Username is not case sensitive, but passwords are. Have someone with administrator permissions double check the user's scope - it cannot be set to 'none'. Double check that the password is not longer than 8 characters. Login Denied Click on the Advanced Tab and ensure that the correct Company ID is entered Have someone with administrator permissions re-enter the user's password to ensure it didn't inadvertently get changed. Username is not case sensitive, but passwords are. Have someone with administrator permissions double check the user's scope - it cannot be set to 'none'. Double check that the password is not longer than 8 characters. IVR Change An IVR Message/Prompt Users must dial in to the Telax Recording Studio to change messages and prompts. Users will need the following before dialing in: Telax Recording Studio Phone numbers (found in the Prompt Recording Instructions), your Telax Recording Studio passcode, the file number of the message or prompt you wish to change. Follow the instructions in the Recording Studio and use the Prompt Recording Instructions as your guide. Once recording is completed, you must let either your Project Manager or Telax Support know that you have re-recorded a message. The change will not be live on your system until it is published by Telax IVR specialists. Support Contact Support TELAX(83529), support@telax.com or use the live-chat feature Call Recordings IVR Call Time Shows Longer Than Recording Window Fades Error 2869 when Loading On Vista Outbound Call ID on the Support page of the Telax Admin Portal If an agent transfers a call to a 3rd party, the call time is calculated until the call is terminated by the caller or 3rd party. Some clients have requested that the call not be recorded beyond transfer for privacy issues. When this is the configuration, the recording will stop once the caller is transferred to the 3rd party, but the timer will show the entire call. Go in to Session/Preferences/General - ensure that Transparency is set to the lowest setting and there is a checkmark in the Disable Fading Effects box. Open a Command Window (you must have administrator rights to do this), navigate to the directory containing the application and run the following: msiexec.ese/itelax_call_center_monitor.<<version Number>>.msi Caller ID is defaulted to the DID of the IVR, but can be configured as any VALID local ten digit DID that is associated to a client's organization

5 Reports Can't dial Hawaii /Mexico/ Alaska Can't Dial International Numbers Agent Has No Queues in Display Agent Status is Blank Calls Coming In Through Telax when the phone is engaged with another call Default dialing for Telax Clients is Canada and Continental US which does not include Mexico, Puerto Rico, Hawaii or Alaska. Speak to a Telax Account Rep for details on how to have a Telax Solution configured for international calling. Default dialing for Telax Clients is Canada and Continental US. Speak to a Telax Account Rep for details on how to have a Telax Solution configured for international calling. Have a user with Administrator rights double check the agent's skillsets. Ensure that the agent is assigned to queues in their profile on the Admin Portal Agent Status cannot be tabulated for a current agent session. This report can only be generated after the agent session is terminated. If agents are going to use their phone to make or receive calls outside of the Telax Call Center Agent application, they must set their status to "Busy" or calls will continue to be sent to them. Missed calls will result in the agent's status being changed to "Not Set" automatically.