TELUS Cloud Contact Centre (TC3) Customer Care Guide

Transcription

1 Customer Care Guide May 2018

2 Table of Contents... 1 INTRODUCTION... 3 CONTACTING TELUS... 4 Reporting Technical Service Issues... 4 Repair Ticket Severity Levels and Response Target... 5 Requesting Moves/Adds/Changes or information on using the Application... 6 Requesting Escalations, Enhancements or Other Inquires... 7 WHEN TELUS WILL CONTACT YOU... 8 During High-Severity Incidents... 8 To Notify of Planned Service Impacting Events... 8 Ensuring TELUS Can Contact You... 8 To Supply Other Information... 9 SCHEDULED CHANGES Scheduled Change Windows Customer Site Changes INFORMING TELUS OF CUSTOMER CONTACT CHANGES Roles of the Authorized Contacts Changing Authorized Contacts IMPORTANT INFORMATION ABOUT EMERGENCY CALLS Calling MANAGING PASSWORDS AND ACCOUNTS Managing Accounts Password Policies DATA MANAGEMENT Data Retention SOFTWARE REQUIREMENTS Required Software Versions COMMON PROBLEMS AND TROUBLESHOOTING TIPS ACCESS TO THE TC3 USER PORTAL May 2018 TELUS Communications Inc. Page 2 of 17

3 1 Introduction TELUS appreciates how important telecommunication services are to your business. Your organization relies on your partnership with TELUS when there are questions, problems, or requests concerning these services. This document describes how you can use the TELUS customer care organization to address your specific needs. This document describes the customer care processes and procedures. Customer care processes and procedures may vary for other TELUS services. TELUS will update and distribute new versions of this document from time to time. Please ensure your organization is using the most recent copy. May 2018 TELUS Communications Inc. Page 3 of 17

4 2 Contacting TELUS Reporting Technical Service Issues Technical service issue (Incident): An unplanned interruption to an IT Service or a degradation in the quality of an IT Service or a Failure of a Configuration Item that has not yet affected Service. By Phone The TELUS service desk operates 24 hours a day, 7 days a week, and 365 days a year and is the primary point of contact for reporting issues and requesting updates. You were given a PIN to aid in incident reporting when your service was setup. For the fastest and most secure service, please have your PIN ready when you call. For security reasons, this PIN is not recorded in this document. The TELUS service desk can be reached at If you already have other TELUS managed services, you can also continue to use the contact information for those services. For the fastest and most secure service, please have your PIN ready when you call. By Web Interface If TC3 is your primary TELUS service you can submit tickets via the TC3 knowledge base and support website at you have other TELUS managed services you can also continue to use your standard incident reporting process. Tickets opened electronically are automatically assigned a severity 3. The web interface should not be used to report high severity incidents. When submitting a ticket via the web interface, please include all relevant information, including: Username and company alias Your phone contact information and PIN May 2018 TELUS Communications Inc. Page 4 of 17

5 Brief description of incident Interaction IDs Number of occurrences The site may also suggest possible resolutions or workarounds to your incident. The help desk will acknowledge your ticket and respond with a ticket number within the response targets noted below. Repair Ticket Severity Levels and Response Target TELUS will determine the severity level of your ticket as per the chart below: Severity Level Nature of Impact 1 Loss of core TC3 with high customer impact (e.g.: total loss of all agent connectivity, inability to place inbound or outbound calls). 2 Significant degradation of core functionality impacting multiple users (e.g.: most agents affected, most sites affected, 25% or more of calls affected). 3 Failure or degradation in service affecting a small subset of users, Response Target 30 minutes 1 hour One business day or Non-business critical functionality affecting multiple users (e.g., manageable functional errors, problem running reports). TELUS may downgrade the severity of a ticket if it is determined that the trouble has limited scope. May 2018 TELUS Communications Inc. Page 5 of 17

6 Requesting Moves/Adds/Changes or information on using the Application Move/Add/Change (Service Request): Any action oriented-communication (from a service user) that is not an Incident. You will need to work with TELUS if you wish to make certain types of changes to your application like adding additional licenses or creating custom call flows and those may be billable. You can reach the TELUS Admin Desk via the Customer Portal. The admin desk operates 0900 to 1700 ET, Monday-Friday, excluding holidays. The TELUS Cloud Contact Centre Admin Desk provides assistance with non-technical requests such as: answering questions on the general use of the solution assisting in setting up user training sessions completing move/add/change requests (MAC s) such as adding additional users or creating custom call flows Service Level Objective All requests will be acknowledged within two business days. The target for a Service Request completion is 10 days after it has been acknowledged but this target depends on the complexity of the request. Move/Add/Change (Service Request) Support Outside of Business Hours There might be situations where the nature of the Service Request requires expedited assistance. In order to get support for a Service Request related item outside of the Admin Desk hours you can contact the TELUS service desk at , where the Service Desk will create an incident for the On Call Support review. This might not be applicable for all Service Requests; this is designed for emergency/urgent service impacting requests. The support would also depend on the request complexity. Changes requested after hours and not arising from an issue, may be chargeable. After hours emergency Service requests will be acknowledged within 4 hours of reception. May 2018 TELUS Communications Inc. Page 6 of 17

7 Requesting Escalations, Enhancements or Other Inquires If you need to escalate an incident or require information not described above, contact your TELUS customer service manager as noted in your TC3 Contact Information summary sheet. May 2018 TELUS Communications Inc. Page 7 of 17

8 During High-Severity Incidents When TELUS Will Contact You TELUS will notify you by when we detect a significant, service disrupting incident on the TC3system, generally defined as severity level 1 or 2. While TELUS informs all customers of major incidents, not all users will necessarily be affected by all incidents. You should allow your own company's policies to decide when you should invoke any backup systems or disaster recovery plans. If you are affected by a major incident, have received a notification but have not cut a trouble ticket with the service desk, please do so via the support web site at are able, even if it is after the incident is resolved. This will allow TELUS to accurately gauge the impact of a major incident and to make any required improvements to the service. 3 To Notify of Planned Service Impacting Events TELUS strives to minimise service disruptions due to changes that require an interruption to service. Where possible, changes will be done in a nonimpactful way. Should a service affecting change be required, TELUS will notify you by . You will be given at least 10 business days advance notice of any such events. See section Scheduled Change Windows below for when such events are scheduled. Very rarely, TELUS may be required to perform emergency changes that will affect service. TELUS will give as much notice as possible before such events. Ensuring TELUS Can Contact You When your TC3 service was setup, TELUS requested you setup an distribution list that we would use to send information such as that described above. May 2018 TELUS Communications Inc. Page 8 of 17

9 If you need to change the address to which notifications are sent, use the move/add/change request process above. To Supply Other Information Your customer service manager may also supply you with additional information, such as an updated version of this Customer Care Guide. May 2018 TELUS Communications Inc. Page 9 of 17

10 4 Scheduled Changes Scheduled Change Windows Type of Change Day of Week Time No disruption to service anticipated. If any disruption is expected TELUS will proactively alert you. Daily 2300 to 0500 PT 0000 to 0600 MT 0200 to 0800 ET 0300 to 0900 AT TELUS will generally only inform you of changes that will affect service. Customer Site Changes Certain types of changes, such as major application upgrades, may require changes to customer LAN or workstation configurations, or may require additional training for users. TELUS will inform you of any such requirements before the change is implemented. May 2018 TELUS Communications Inc. Page 10 of 17

11 Informing TELUS of Customer Contact Changes Roles of the Authorized Contacts To ensure the security of your TC3 solution, only authorized customer contacts can request billable work be done or open/submit a service call. Customers may assign up to five authorized contacts. See your TC3 Contact Information summary sheet for the list of authorized contacts TELUS has on file. 5 Changing Authorized Contacts Please contact your customer service manager for information on changing authorized contacts. May 2018 TELUS Communications Inc. Page 11 of 17

12 Important Information about Emergency Calls Calling 911 Since TELUS Cloud Contact Centre customers will be located in many different geographical locations, it is not possible to call 911 or other local access numbers through the system. Customers should inform their agents that if it is necessary to make a 911 call, they should disconnect from the TC3 system and use a standard phone. 6 May 2018 TELUS Communications Inc. Page 12 of 17

13 Managing Accounts Managing Passwords and Accounts Since TC3 is a self-serve application, you are responsible for controlling accounts for your company and you may be held responsible for misuse of the system by any current or former users. TELUS strongly recommends accounts be deleted or passwords changed whenever a user no longer needs access to the system. This is especially true for administrators who have access to create accounts and change configurations. More information can be found at 7 Password Policies You should ensure your company's configuration adheres to any password, security or other policies. May 2018 TELUS Communications Inc. Page 13 of 17

14 8 Data Management Data Retention In order to maintain speed and stability of the TC3 system, historical data and call recordings are periodically purged from the TC3 production system. Configuration data, such as user profiles and call flows, are not purged. Historical data more than 13 months days old and recordings more than 90 days will be removed by TELUS support team. Data purged from the system cannot be restored. May 2018 TELUS Communications Inc. Page 14 of 17

15 Software Requirements 9 Required Software Versions The website provides information on the required Software. TELUS suggests you review the site periodically to make sure you have the right software installed to use your service. May 2018 TELUS Communications Inc. Page 15 of 17

16 10 Common Problems and Troubleshooting Tips The website provides information on resolving common problems and offers hints and tips on using TC3. The information in this section may help you more quickly resolve issues with your TC3 service. They are presented in the form of Frequently Asked Questions, with the possibility of doing searches based on keywords. TELUS suggests you bookmark this website. May 2018 TELUS Communications Inc. Page 16 of 17

17 11 Access to the TC3 User Portal All TC3 documentation can also be found on the TC3 User Portal This portal was set up to be a centralized place for all TC3 customers to obtain useful information to help with the everyday usage of the TC3 service. To register, please go to: If you are registering for the first time, click on Create new account. Please fill in the form as noted. May 2018 TELUS Communications Inc. Page 17 of 17