Optaros

Phone Call

SCRIPTING

“Thank you for calling Optaros Support. This is . Can I have your first and last name please?”

“What company are you with?”

If the caller is with Nestlé,  follow the Nestlé process.

“what would be the best method of contacting you if needed?” – notate the preferred method of contact (if the caller states email get their email address, if they state by phone gather the phone number as well)

“What issue are you reporting?” or “How may I assist you today?”

The above information will need to be documented in the Jira ticket.

Whatever the issue or request, your job is simply to notate it with 2 different tickets.  Make sure you ask relevant questions in order to get as much information as possible from the issue.  The following questions are examples of questions to ask depending on the type of issue being reported:

  • When did the issue first begin?
  • Was this associated with a recent change to the site?
  • Who made the change and what changed?
  • Is the problem occurring 100% of the time?
  • What are the steps to reproduce the problem?
  • Does this issue occur on all web browsers or certain ones?
  • If certain ones, what is the browser type and version?
  • Are there any workarounds for the issue?
  • How is this issue impacting your business?

“Thank you for the information. I will go ahead and put in your ticket and an Optaros Engineer will review your issue shortly.”

TICKET 1

  1. Login to Jira at https://jira.optaros.com/
    • Username: callcenter
    • Password: firewall1
  2. On the upper center of the screen, click on “Create Issue”
  3. Set Project to the caller’s company.
  4. Make sure Issue Type is “Bug”
  5. Fill out the Summary – brief summary of Issue
    • Summary Examples:
      • iOrder Bug – Order Quantities getting doubled on an order
      • RSS refresh request
      • Sponsored link content types gettint exposed to public
      • HTTP error on newsletter index page when logged out
  6. Make sure Priority is set to either Critical or Blocker, depending on the issue.
  7. Leave Reporter as “Call Center”
  8. Fill out the Description field – enter in the details provided by the caller
  9. Leave Severity alone – we won’t be using this field.
  10. Set “Call Center Agent” to yourself.
  11. (If you don’t see your name in the drop down, set it to Ken Becker and inform your Team Lead)
  12. Click the Create button.
  13. Notate the ticket#

TICKET 2
(always put phone calls into pagerduty, even if the jira ticket is already made)

  1. Login the pagerduty at https://optaros.pagerduty.com/
  2. Click the Incidents tab at the top left.  In the upper left corner of the screen.
  3. In the middle right side of the screen, click on Manually Open a New Incident
  4. Set Service drop down to company starting with CC –
  5. Under Description, use the summary you entered for Ticket 1 Step 5.
  6. Under Details, use the details you entered for Ticket 1 Step 8.
  7. Make sure you reference the ticket number that you either put in or updated in Jira.
  8. All pagerduty tickets needs a corresponding Jira ticket.
  9. Click on Open a New Incident.

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