Overview
Call/Contact Center provides call reporting on agents and call volumes. Agent and supervisor licenses are required.
Includes
Call/Contact Center platform benefits:
- Prioritization of call handling
- Agents can be separated by skill set for incoming calls
- Call Management System supervisor reporting of statistics in real time or historical
- Troubleshooting and repair coordination/tracking
Service Level Targets & Availability
- Standard Service Level Agreement based on customer Priority preference requested within FootPrints
- Low Priority - Maximum two business days to reply and resolved within 10 business days or less
- Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
- High Priority - Maximum 4 hours to reply and resolved within 2 business days
- Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours
- Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
- Outside hours by special arrangement with an agency
- Limited support is available for after business hours, weekends, and holidays
Service Rates: Please see below:
Options Available for Additional Charge
- Call/Contact Center programming - $350/hr
- Agent and Supervisor licenses $250 per agent
- Usage – Agent Fee - $5.15 per month
- Headset (recommended)
- Monitor to display real time stats (if needed)
- Training -$350/hr plus expenses
- Customized programming $350 per hour
Customer Expectations
- Provide a completed service order with requirements
To get help or order this service
- Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization
- Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Footprint ticket in the “Telephone Work Orders” workspace at https://footprints.state.me.us/footprints/telco.html
- Report trouble with service:
- Call OIT Service Center at 624-7700 and assign to ‘Voice Troubles’
OR
- For reporting a trouble (i.e., was working, yet no longer is), submit a Customer Support Workspace ‘New Ticket’ in Footprints and assign to Voice Services at https://footprints.state.me.us/footprints/Customer-Support.html