*ALL ESCALATIONS FOR AMP SERVICES WILL BE DIRECTED TO VOICE ENGINEERING, GOING FORWARD. WE HAVE RETIRED THE AMP ENGINEERING DISTRIBUTION EMAIL ADDRESS*
As we continue to develop technology to improve the overall customer experience for our Contact Centers clients, we will be adding more and more clients to our IVR, QCB & PCS services, which are primarily handled through AMP (formerly known as CASA). There will be situations, however, especially with the addition of XTIUM Contact Suite (XCS), where these products and services may not fall under CASA, so this article will show you how to identify which accounts do and don't, as well as how to escalate the issues appropriately.
The first step will be to reference the ProdDev | Product Life Cycle Management (BROKEN LINK) Confluence page, which contains a list of new products/services and the clients who are using them. The Product Team tries to keep this list as updated as possible, but if you are unable to find your specific customer on this list, your next step will be to pull up the Enterprise within OSSmosis. Click on the Location Provisioning tab, under Provisioning, and look for a Casa Trunk Group (gr-xxxxxxxxxx-casa). This will confirm that the client has services on AMP and that you can escalate, if needed.
*Before leaving this page, be sure to copy down the Enterprise Name, Enterprise ID & Group ID, in the event that you will need to email the Voice Engineering team later.
*Depending on the type of inquiry/change you are working on, there will be a couple of different routes to take to investigate the issue at hand.
Escalations
As more AMP products/services get built into OSSmosis, we add another level of complexity to the mix. No longer will every aspect of the service be solely created in AMP View, so other teams, such as CFT and Software Development, may need to be engaged. We would ask that when problems arise, whether it is during the provisioning process or when a client calls in to report an issue, we try to identify which level of the provisioning process the problem lies in and thus which team we should escalate to.
- Problems adding or activating a queue, creating a new threshold, DNIS, or recall setting, which are generated via OSSmosis, will fall on the CFT Team to troubleshoot.
- If all settings appear to be correct in OSSmosis and the client is reporting inconsistencies with the data that is being presented to callers or that the service is not functioning as intended, then AMPEngineering will be your escalation point.
Being able to differentiate the origin of the issue upfront will help to eliminate the need for multiple teams to review the same ticket or email and determine whether or not they need to investigate further.
Queue Callback (QCB)
Queue Callback is currently built within OSSmosis and can be managed accordingly, under the Cloud IVR tab. Updating concurrent licenses, adding new queues to the service, and making changes to QCB Thresholds can all be done through the portal. Please refer to the Queue Callback Support Documentation for additional information. If a client calls in with an issue outside of those mentioned, you will need to investigate where the issue occurred and go from there.
QCB sits IN FRONT of a call center queue. AMP is responsible for looking at a caller's position in the queue and determining whether to present the caller with a callback option or not, based on concurrent licensing and thresholds. When new queues are activated with QCB, Auto Attendants are updated, and DIDs are moved to the CASA Trunk Group, for the traffic to reach AMP. Verifying these settings are properly in place can all be done without needing to escalate the issue. You will find that clients may have disabled QCB by changing an Auto Attendant option from a 10-digit number back to the queue's extension/DNIS.
Issues that should be escalated to AMP will be those where the client believes a threshold was met and a callback was not offered, OR when a client reports that a customer called in and said they accepted a callback was never received a call back. In situations like this, you will need to gather call examples (within 24 hours, if possible) to include in your escalation email to the Voice Engineering team. This will allow the team to quickly find that call and troubleshoot accordingly. See email example below...
Subject: NSM Insurance QCB Issue
- Customer Name: NSM Insurance
- AMP Service: QCB
- Enterprise ID: eip-0001005615
- Call Center Name: ACR Sales Queue
- Call Center ID: cc-0001010589-ACR-SalesQueue@voip.xtium.com
- Call Center Extension/DNIS: 2003
- Request: Client is reporting that a customer called, opted into QCB, but did not receive a callback.
Call Example (if applicable):
- Time of Call: Tuesday, February 27th @ 1:43pm
- Originating DID: 6102030860
- Destination DID: 6102633210
- Result of Call: Customer was presented with QCB but did not receive a callback.
Post Call Surveys (PCS)
Post-call surveys will be the next AMP service added to OSSmosis. Although the UI was designed to be able to provision everything from OSSmosis, there may be an issue where an update does not reach AMP to be adjusted. There could also be a situation where the client would prefer to use custom .wav files instead of the system-generated prompts. Regardless, you will be asked to follow the same process when escalating any of these issues.
Subject: Virgin Pulse PCS Issue
- Customer Name: Virgin Pulse
- AMP Service: PCS
- Enterprise ID: eip-0001011632
- Call Center Name: ACR Sales Queue
- Call Center ID: cc-0001011632-RBHAllAgents@voip.xtium.com
- Call Center Extension/DNIS: 6000
- Request: Client is reporting that an incorrect prompt is being played to their callers for question #2
Call Example (if applicable):
- Time of Call: Tuesday, February 27th @ 1:43pm
- Originating DID: 6102030860
- Destination DID: 6102633210
- Result of Call:
Cloud IVR
Conversely, IVRs have not been developed for OSSmosis yet, so managing this product will need to be done behind the scenes via the AMP Team. For that reason, it will be imperative that you are as clear and detailed as possible with your escalation requests. Inquiries/Issues may include needing to add a new DID or updating a greeting (.wav file) for a particular call flow. You may also run into an issue where a call is not routing properly (pointing to an incorrect extension or DNIS). In all of these situations, you will need to make sure that you gather as much information as you can to get that request handled as quickly as possible.
A good example of a common Support ticket involving IVRs is for AGIA. This client regularly adds new DIDs or TFNs to their IVRs, accompanied by new greetings (.wav files). The client does a good job of explaining what they need done in their ticket, so you will need to make sure you are just as clear in your escalation email.
Support Ticket Example:
We need the following built- Please see ticket Evolve IP 339321 and below.
New Toll Free number 800-715-5836 will go to IVR and prompt the caller to enter in extension or code. Extension or code will then be displayed on the call info for the Agent in call center ext 21000(LIC Sales, Call Center(cc-0001012964-LIC-Corp-Sales)) in the Carpinteria group.
*There was also a .wav file attached to the original ticket, which had a new custom greeting for these TFNs.
As mentioned earlier, each client with an AMP service will have a CASA Trunk Group added to their Enterprise. When there is a request to add new numbers to an IVR, you will need to make sure that the new number is built within that CASA Trunk Group to get that traffic to CASA. This will be the only provisioning item that you will need to make sure is in place before sending over the request. In that request, you will be asked to include some additional information that is not simply cutting and pasting the client's request.
Going back to the top of this article, where we mentioned copying down the Enterprise and Group information for the client, you will be asked to include each of those elements in your communication, along with the client's request. Again, this will speed up the process of identifying the account we are dealing with and what is being updated/changed.
Subject: AGIA IVR Update
- Customer Name: AGIA
- AMP Service: IVR
- Enterprise ID: eip-0001012963
- Call Center Name: LIC Sales*
- Call Center ID: cc-0001012964-LIC-Corp-Sales*
- Call Center Extension/DNIS: 21000*
- Request: Add TFN 800-715-5836 to IVR and point it to extension 21000. Mirror setup for 800-378-0492 (.WAV file attached)
*Locating the additional Call Center information can be found in the Call Center Settings tab (see below)
**If there is a .wav file included in the request, please be sure to attach that to the email communication.
Ticket Management
All ticket escalations sent to the AMP team will follow the standard Support Ticket Priority / SLA guidelines.
If you have any tickets that fall outside of what has been mentioned above, please contact VoiceEngineering for assistance