Tengo VIP

Call Process

This is a guide to the process of taking a call on the VIP line. This is to help determine the steps that need to be taken to resolve the caller’s issue in as quick of a time as possible. Listen to everything the caller has to say and document the call in as much detail as possible. Asking the correct questions and gathering the correct information will facilitate the fast turnarounds that park managers and staff expect.

 Guest Related Connection Issues

1. Sometimes staff will call in for a guest at the location to report an issue with that guest’s connection. Refer to L1 Troubleshooting guide to resolve guest connection issue.
2. Ticketing still needs to be completed in Sugar to correctly track work done.
3. Advise the manager / staff that you can help the guest.
4. Unless this location has no guest support, you can also advise staff that they can refer guests to call (866) 968-3646, or (866) YO TENGO for support in the future.
5. Pull up the park location in admin and assist the guest as normal using the L1 troubleshooting guide. Document work done in Sugar ticket and close out ticket when done. Ticket should be assigned to the CW L2 Net Ops queue.

 Changing Bandwidth Shaper

1. If contacted about this, create a case for the location and gather all information about what the location wants to change. Make sure to document if the ISP drop has increased (Total Bandwidth available for the location)
2. Inform an L2 of the ticket so we can work with Tengo to get this resolved until we have a process written for these cases.

Asking for a Specific Contact Works L2 Agent

1. Gather customer call back information in case call is lost in the transfer process.
2. Attempt to contact that L2  if they are present.
3. If the Agent is able to take call follow the Transfer Guide to properly transfer customer over to the Tech.
4. If Agent is not available, see if there are any other L2 Agents who can take the call.
5. If no other Contact Works L2 Agents can take the call, gather the caller’s information: Name, Location, Contact Number, and Reason for calling. – Update the relating Sugar case and change the status to “Waiting for Escalation Technician”

 Adding/Removing MAC from Access List

1. Gather customer Information, get device information as well as a time the device should be removed from the list if it is not to be permanent.
2. Document all information pertaining to call in CRM, assign the ticket to L1 and close the case.

Flyer Request

1. Under the Cases section, select “Create”
2. Select the following fields:
3. Department: Sales
4. Source: Resort
5. Classification: Flyers
6. Status: Waiting on Escalation Technician
7. Queue: Assigned
8. Assigned to: Jorge Munoz
9. Priority: Medium
10. Subject: Requesting Guest Support Flyers
11. Description: RACF <caller’s name> via <ph number> and is requesting Guest Support Flyers.
12. Click “Save”
13. Messaging: “I have submitted your request and we should have those sent out to you as soon as possible”

Site calls and asks for a Tengo Agent by name

1. When a location is requesting someone from Tengo by name, gather customer information for the requested Agent. – Include Name, Location, Callback Number, and Request.
2. Attempt to get in contact with that Agent with the following steps:
   • First, try to ping that Tengo Agent in hangouts directly.
   • If no response, send message to everyone at Tengo in the group chat asking for that Agent – make sure you include your caller’s name, location, number, and request.
   • If no response, try to call the requested Agent’s number using the Tengo contact list.
3. If all attempts to get a response from the requested agent or a response from Tengo fails, offer to transfer your caller to that agent’s voicemail.
4. Announce in Tengo’s Group Chat that you will transfer your caller to that agent’s voicemail.
5. Perform a transfer from your caller to that Tengo Agent’s phone number.
6. If there is already an open case, append it with the information you gathered and set the status to “Waiting for Escalation Technician”  If there is not an open case, create a new one and assign it to that requested Tengo Agent.

 Disabling or Enabling WAM

1. Verify if the location wants to completely disable WAM calls or just for a node with a known issue.
2. Create a CRM case for what node(s) need to be disabled or if it will be for the entire site.
3. If for the entire location, uncheck Phone/Email/Text for the customer under the Alerts Settings Tab. Inform customer of changes to again confirm that is correct.
4. Close the ticket you created as the request has been completed.
5. If for specific nodes enter the information into the ticket and notify a L2 so they can perform the needed change. Inform the caller that the monitoring on <node ID(s)> will be turned off to prevent WAM notifications.

 Changing Affiliate Information (Including Authentication)

1. Create a ticket in CRM tracking the call and work done.
2. Follow the Agent Tasks – Affiliate Page Editing document for correct procedure.
3. Verify change has taken effect through creating a conduit to nodes via Admin (if change will effect log in page)
4. Close ticket after call is resolved or assign to the L1 CW Net Ops bucket for further steps to be taken.

 Downed Node(s)

1. Is this the first report of the node(s) outage? If so create a ticket with all information, node ID, POC name and number.
2. Has (Have) the node(s) been rebooted? If not ask for reboot while on the line, 30+ seconds without power before restoring power to the node(s). If more than one, the contact may need to call us back.
3. Is this a full site outage? If so have the location reboot everything at the head-end (Modem, Router, Gateway Tower in that order) inform them to leave everything unplugged for 90-120 seconds then plug it back in in the same order (Modem, Router, Gateway Tower) allowing for 30-60 seconds between plugging in each device.
4. If the node(s) have already been rebooted what is the light status, and when was the node rebooted (How long ago). Document everything on the ticket.
5. If reboot is confirmed and node(s) still offline can the contact confirm the power source is supplying power to the node? (PoE is light on, is any light on the AP/Node) Document light status exactly like the customer says.
6. Attempt to get customer in contact with Tech that last worked the case if issue is still not resolved before the above.

 Inconsistent Service on a Node(s)

1. What node(s) are having the problem? Exactly what is the problem? Be specific, if the staff states that customer’s cannot get online. Can the customer connect and not get the login page? Or can they not authenticate past the log in page? Can they not connect to the node?
2. Has the node in question been rebooted? If so when?
3. Is the node rebooting frequently?

 Slow Speeds

1. Is the entire location effected? Is it a single node? Or is it one or two guests? (if latter troubleshoot possible guest issue)
2. If the entire location is being effected, is the ISP account managed by Tengo or the location? (Support tab will tell you if the ISP is Tengo owned)
3. If managed by Tengo have the caller reboot the modem, router, and GW in that order. Then have them plug everything back in also in that order, waiting until the equipment has come completely back online before moving onto the next piece of equipment.
4. If managed by location, use the following script:
   • “Mr/Mrs Customer, I certainly understand the frustration you are experiencing with the slow speeds at [name property].  Please allow me to first address a common misconception.  There is a difference between the wireless network with which your devices are able to connect, and the internet speeds with which those devices can enjoy the internet.You see, the [name property] has an independent Internet Service Provider (or commonly known as an ISP), which provides the direct connection to the internet. That being said, we provide the wireless network, which sits on top of this internet connection, in order for you to enjoy wireless connectivity throughout the [name property].More importantly Mr/Mrs Customer, I wanted to help you understand that some sites have limited amounts of bandwidth (which is the total throughput speeds that devices can connect to the internet), and that bandwidth must be shared between all the guests at [name property]. While we can control the connectivity of the wireless network, the speeds and bandwidth available to you are controlled by the company that provides the internet connection.Mr/Mrs Customer, do you see the difference between wireless network connectivity and internet speeds?  While the two are very much related, they are very much different.”
5. Gather all light information on the modem, and router. This may be information we need if we need to contact the ISP.
6. Create a CRM case and let the location know a Tech will begin investigating the issue shortly.

Tech’s On Site

You may receive a inbound call from a Tech who has arrived for a dispatch to a location.  In this situation follow the below steps:

1. Identify the Location the tech is reporting into as well as contact information.
2. Ask if the Tech is checking in at the location, if so be sure to notate this as well.
3. Locate the open NetOps ticket for Tech dispatch to the location the Tech is reporting into (If you cannot locate a ticket for a dispatch notify a teamlead)
4. Notate Tech’s information as well as Check in time in the open ticket.
5. Refer the Tech back to the VIP line and to dial 88 once the IVR begins playing, this will ring tengo L3’s directly.

 Misc Requests

1. On any issue that does not fall in the above categories gather as much information as possible. If the location is reporting damage gather all node information and what happened.
2. If the location wants to move a node document all information and contact an L2 (CW Agent) for guidance.
3. If location is reporting work that will be done document all information, what nodes will be affected, how long is the work expected to affect these nodes? Again document all information and inform an L2 (CW Agent).

Creating Sugar Tickets

While documenting your call it is important to document completely. You need to make sure you include any relevant information that was given to you during the call by the caller.

Tengo Process

The correct template is as follows and can be found in CAT by clicking on the Tengo VIP tab:

Agent Name:
Caller Name:
Caller Phone:
Issue:

It is also important we are filing these tickets correctly, below you can see an explanation of every field and the information needed to file a ticket.

DO NOT USE ACRONYM’S IN SUGAR DESCRIPTIONS.

 

 

Tengo’s supplied process for appending a case:
Appending Cases