| Help Desk |
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|
Service Desk Agents |
| 40328 |
ITSD Evacuation Override |
198 |
Log in this Emergency Override Agent in the event of an EMERGENCY when the Call Center is being evacuated. This outage agent is set at level 16 and will take precedence over any other staff login. This transfers all calls to the announcement (49707) 'Due to circumstances beyond our control, we are unavailable to answer your call...' |
| 40329 |
ITSD Time Override Agent |
190 |
Log in the Service Desk Time Override agent when the Service Desk is staffed OUTSIDE NORMAL business hours, e.g. 5-10 pm and weekends. When this override is in place, calls will flow into the Service Desk, rather than having the caller hear the after hours message. This agent cannot answer calls, it only allows calls to flow to logged in agents. |
| 40330 |
ITSD Outage Agent |
199 |
Use when there is an UNEXPECTED EVENT . Activates skill 199 only, which triggers the currently active IT Outage Greeting is ACTIVE before logging in this Agent.
If used outside Business Hours, this agent causes the active IT Outage Greeting to play first, then the regular after hours message will give the usual after hours options.
|
| 40331 |
Telecom Time Override Agent |
189 |
Log in the Telecom Time Override Agent when staff will be available OUTSIDE NORMAL business hours to take telecom trouble calls. (Mentioned here for reference only, Service Desk not covering this queue outside normal business hours.) |
| 40970 |
ITSD Time + Outage Override |
190
199
|
Use when there is an UNEXPECTED EVENT while the Service Desk is staffed OUTSIDE NORMAL business hours (e.g. ATSC on evenings/weekends or Back to School extended hours). This combines Agents 40329 and 40330 into one, playing the currently active IT Outage Greeting is ACTIVE before logging in this Agent.
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| 40971 |
ITSD Time + SD Calls Override |
190
111
113
|
Used the same as Agent 40329 (Service Desk Time Override), but includes Service Desk agent skill 111 and GSC agent skill 113 within this agent. Good for VoIP if need to take Service Desk calls outside normal business hours. This one agent allows technician to answer Service Desk calls while engaging the Time Override. |
| 40972 |
ITSD Outage + SD Calls Override |
199
111
113
|
Used the same as Agent 40330 (IT Outage Override), but includes Service Desk agent skill 111 and GSC agent skill 113 within this agent. Good for VoIP if need to take Service Desk calls during an unexpected event that needs to play the currently active IT Outage Greeting is ACTIVE before logging in this Agent. This one agent allows technician to answer Service Desk calls while also engaging the IT Outage Override.
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| 40973 |
ITSD Time + Outage + SD Calls Override |
190
199
111
113
|
Used the same as Agent 40970 (SD Time and Outage Override), but includes Service Desk agent skill 111 and GSC agent skill 113 within this agent. Good for VoIP if need to take Service Desk calls during an unexpected event that needs to play the currently active IT Outage Greeting is ACTIVE before logging in this Agent. This one agent allows technician to answer Service Desk calls while engaging both the Time and IT Outage Overrides. |
| Operator |
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Directory Assistance Agents |
40302 |
Curtailed Operator Override
|
100
|
Skill 100 allows operator calls to be answered during Curtailed Ops. Only works during Directory Assistance business hours, M-F, 7:30 am to 5:00 pm. See FLS Internal: Curtailed Operations SOP - Login Agent 40302 for Curtailed Ops procedure instructions. Password protected. Login agent > at dial tone, enter agent number again to confirm Override.
As of December 2018, this login agent no longer triggers Skill 180 for Curtailed Ops. Curtailed Ops Trigger is managed through Scottix phone system instead.
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| 40389 |
Operator Evacuation Override |
183 |
Log in this Emergency Agent in the event of an EMERGENCY when the Call Center is being evacuated. This transfers all calls to announcement (49745) which states that if this is an emergency the caller should diall 911, then let's the caller know that due to circumstances beyond our control, directory assistance is currently unavailable. |
| 40390 |
Operator Outage Agent |
184 |
Log in to this agent to route callers to special messages during business hours. This is used for special events, semester breaks, etc. Plays the Directory Assistance Holiday / Special Event Announcement (Message 49746) . |
| 40551 |
Operator Time Override Agent |
206
100
|
Log in the Operator Override Agent to take directory assistance calls OUTSIDE NORMAL business hours, e.g. Back To School (BTS) Weekend. Password protected. Login agent > at dial tone, enter agent number again to confirm Override. |