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/email into Telax.
Detailed description of issue to include the following:
o Telax Channel Partner call back number or email 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: 416.207.0112 (option 1)
Main: 888.80.TELAX
Other: 416.207.9936
[email protected]
Targeted
Response
times
:
Core Business Hours ‐ 8:30am‐ 8:00pm Eastern standard
After hours support ‐ 8:00pm‐ 8:30am Eastern standard
Contact
Type
Phone
voicemail
Core Hours
15 minutes
30 minutes
After hours
4 hours
30 minutes
*Emergency issues reported via email 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
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 email 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 email notification to Channel key contacts on file.
Common
error
codes
from
the
CCA
(agent
application):
The following error codes will cause the ACD to transition the agent to not-set: 52000 – Terminal (CCA) not available (hard – like disconnected from our server) 52006 – Busy signal
55021 – CCA not ready (in a middle of an in-call status transition) 55022, 55030 – Ring-no-answer
55023 – Caller hung up
55102 – Terminal (CCA) not available (appears connected, but the local internet is interrupted, or the PC is too slow to responded)
58100 – Transaction cancelled
55033- Caller Hung up or Invalid Call Id
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.
CCA 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 866-80-TELAX(83529), [email protected] or use the live-chat feature
on the Support page of the Telax Admin Portal Call
Recordings
Call Time Shows Longer Than Recording
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.
CCA Can't dial Hawaii /Mexico/ Alaska
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.
CCA Can't Dial
International Numbers
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.
CCA Agent Has No
Queues in CCA Display
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
Reports Agent Status is
Blank Agent Status cannot be tabulated for a current agent session. This report can only be generated after the agent session is terminated.
CCA Calls Coming In
Through Telax when the phone is engaged with another call
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.
