No Guest Support Locations

A number of agents are not following the correct process when confronted with a caller staying at a location that does not offer guest support.

When you do receive a call from someone staying at one of these locations we DO NOT have authorization to assist these callers with connecting to the network, any guest calling from one of these locations MUST be refereed back to the front office/site staff for assistance.

(if you are unsure if a location has guest support or not look at the Support Announcements on the Admin page)

After you have properly informed the customer of the situation you also MUST ticket these calls under the CONTACTWORKS location, DO NOT file these tickets under the location the guest is staying at unless directed otherwise by a manager or lead.

 

Continued failure to adhere to process will result in disciplinary action.