Contact Center Troubleshooting
Contact Center is a type of call center software that allows for incoming calls to be placed in a queue for routing to the next available Customer Service Representative. Contact Center is used at Vet Med by Client Services in SAC, LAC, VMSC and MDVC. It also provides additional functionality such as real-time and historical reporting, skills-based routing and call recording capabilities.
IT@Vet Med does not have administrative access to the Contact Center system, so technical issues are usually reported directly by Client Service staff to Tech Services (See KB 97422 for more info). The CIO should however be notified if there are serious or persistent issues. IT@VetMed will sometimes liaison on these issues, or try to help determine if they are really a Contact Center issue or a different technical issue we may be able to assist with. If issues are taking too long to resolve, they are escalated to the CIO and then he’ll contact Tech Services management directly to outline a plan and manage service expectations.
Call Circling Issue
As a refresher, this is a 2-part issue:
A. Calls intended to go to a Doctor that is prepared to speak with the caller -- When CSRs transfer a call to a House Officer and think it has gone through successfully (they are not alerted on their end that anything has failed), then the call circles back around and is either answered by the same CSR or another via TouchPoint.
B. Calls intended to go to Doctor’s voicemail -- When transferred through to voicemail, they circle back around as described above.
Per Contact Center support, the solution for each would be:
A. When grad students are set up in Pinnacle by the VTH Telecommunications Unit Coordinator, they need to be assigned a phone number and have it listed as their primary in Skype.
B. Each grad student user needs to log into their voicemail once through Skype in order to properly “set up” their voicemail so we can successfully transfer to it without the risk of it circling back.