Sugar Callbacks

Hours for Callbacks:  Unless the contact for the location specifically requested for us to call during certain hours, callbacks may be made anytime.

Untouched tickets – node or site outage

(This is a first touch for new, untouched Sugar cases that have a downed node or site)

  1. Go to Sugar and log in with one of the 4 available L1 Sugar logins.
  2. Select Cases – then Queue View
  3. Click on CW L2 Net Ops
  4. Sort by Last Appended By to group all the N/A tickets.
  5. Look for any ticket that has “offline” in the subject.
  6. Select a sugar case and click on the “subject” to open that case.
  7. Go to Admin and look up that park. See if the documented node / site offline issue is still occurring.
  8. Look under Admin – Affiliate page to obtain the contact telephone number. If there is no contact telephone number, look under the account in Sugar for the contact telephone number.
  9. Call the location via that number and verify if this is the point of contact for the location. Document the answer.
  10. Inform the site of the downed node – site – and request a reboot of the appropriate equipment. Request a callback once the reboot is completed and ask that the Light status be notated before and after.
  11. If a voicemail is reached, leave a message outlining the request as described in step 10.
  12. Document your call on the ticket with the notes: “Called Site via number X and (spoke with Y / left a voice message) and requested a reboot of Z” + any information provided by the site during the call. + L1 Agent name.
  13. Change Status to “Waiting on Power Cycle”
Customer Awaiting Callback

(This ticket status should be used for when a site/issue has been resolved. It has been marked for an L1 to callback, verify, and close.)

 

  1. Go to Sugar and log in with one of the 4 available L1 Sugar logins.
  2. Select Cases – then Queue View
  3. Click on CW L2 Net Ops
  4. Sort by Status
  5. Look for a ticket that is marked as “Customer Awaiting Callback” and click on the Subject to open that case.
  6. Read the latest notes to see if there are any instructions from an L2 for the callback.
  7. If the issue is in regards to a node or site offline, pull up the site in Admin and verify that the issue is resolved. – If the issue is not resolved and the original node / site is showing as offline, make a notation in the case as per the following format “Ticket was marked as “Customer Awaiting Callback” but the (node / site) is still red ‘down’.” + L1 Agent name. – After making this note, change the status of the ticket to “Waiting on Escalation Technician” for further troubleshooting.
  8. If the site is online or the issue was notated to be fixed by the L2, then the L1 will perform a site call to verify.
  9. Look under Admin – Affiliate page to obtain the contact telephone number. If there is no contact telephone number, look under the account in Sugar for the contact telephone number.
  10. Call the location via that number and verify if this is the point of contact for the location. Document the answer.
  11. Inform the site that the issue that was reported in the ticket looks to be resolved. Try to verify with the park if they are satisfied and have no further issues. If the park is satisfied with the answer, notate in the ticket “Called location via phone number X and spoke with Y, informing them of the resolution.” + Any information shared by the site + L1 Agent Name. – Close the Sugar Case at this point.
  12. If the L1 Agent reaches the voicemail, they are to leave a message based on the information they would have provided on step 12, notate the ticket with “Called location via phone number X, left a voicemail, informed them that issue Y has been resolved and to call us back if there are any further issues.” + L1 – Close the case.
  13. If, during the call, the site contact gives you another problem that needs to be looked at, an issue that is separate from the original one in the case, then create a new Sugar Case and set the status to “Waiting on Escalation Technician”
Waiting on Power Cycle Tickets

(This ticket status is for when a site needs to be contacted to request or check on the power cycle of equipment.)

 

  1. Go to Sugar and log in with one of the 4 available L1 Sugar logins.
  2. Select Cases – then Queue View
  3. Click on CW L2 Net Ops
  4. Sort by Status
  5. Look for a ticket that is marked as “Waiting on Power Cycle” and click on the Subject to open that case.
  6. Look under Admin – Affiliate page to obtain the contact telephone number. If there is no contact telephone number, look under the account in Sugar for the contact telephone number.
  7. Read the latest notes to see if there are any instructions from an L2 for the callback. – Follow those instructions.
  8. If there are no L2 notes, look under Admin for the site and see if the reported node / site is green. If it is, you are going to call the site to verify resolution. Proceed to step 10 under the “Customer Awaiting Callback” section.
  9. If there are no instructions from and L2, check to see if the last note was a Called PowerCycle request. – Check to see how long ago that was. If the Power Cycle call was made within the last 4 hours, you can leave this ticket alone.
  10. If the last note is from an L2 with instructions for a callback, or the last L1 callback note is has been there for over 4 hours, go ahead and call the site and request a callback of the affected equipment.
  11. If you are the first to call and request the status of a powercycle, or all previous attempts to contact the park has resulted in a voicemail, then go ahead and make the call and ask that the affected equipment gets powercycled, that the light status gets notated before and after, and to call us back after performing the powercycle. Notate the case with the information. “Called the site via phone number X and (spoke with Y / left a voicemail) and requested a powercycle of the system.” + any information provided during the call + L1 Agent Name
  12. If the site has been talked to already, you’re going to call and see if a powercycle attempt has happened, and if not, to request that it be done. Remind the site that we cannot proceed with troubleshooting until this gets done. Notate the case with the information. “Called the site via phone number X and (spoke with Y / left a voicemail). When I asked if the powercycle was done, they said Z. I let them know that we cannot continue with troubleshooting without it.” + any information provided during the call + L1 Agent Name.
  13. If, after your notation, you see that this ticket has had 3 callback attempts, including your own, change the status to “Waiting on Escalation technician” and notate that you changed the status due to multiple powercycle requests.

Three Strike Process – When We Cannot Make Contact With A Site

You must identify if a location qualifies for a strike to be added per Tengo’s 3 strike policy:

  • If a ticket is less then 24 days old it DOES NOT qualify for a strike under this system.
  • If the location is a critical, escalated, or red list location it DOES NOT qualify for a strike.
  • If the entire location is down it DOES NOT qualify for a strike under this system.

A location will qualify if we have not been able to make contact in over 24 hours, at this point you will need to use the supplied scripting/canned response. Let an L2 on shift know a location has qualified for a strike so we can process the email contact portion of the process.

Three Strike Flow Chart

Three Strike Messaging

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