Extension Failure - Call Center Phone System

Extension Failure - Call Center Phone System

Extension Failure - Call Center

PURPOSE

Occasionally the extensions used for C2C fail to reach their appropriate destination. Procedures to cure the issue are limited, but usually work.

REQUIRED TOOLS

  1. ADMIN Level Access to Call Center and Access to the ADMIN Tab

REQUIRED SKILLS

  1. Call Center User Account Administration

PROCEDURES

List of steps required to complete the task or resolve the problem.
Collect the Right Data
  1. Gather the user’s username and failing extension.
Verify the Right Details
  1. Using the “LIST USERS” function, look up the user profile.
  2. Ensure that the extension is present in the profile and that their C2C Number is accurate.


Provide the Right Answers
  1. Click on “Edit User Profile”
  2. Delete the existing extension.
  3. Click “Update User Account”
  4. Click “Edit User Profile”
  5. Under the Extension Field, click on “NEXT AVAILABLE” or choose some other extension less than 600. 
  6. Click “Update User Account”
  7. Test the extension by calling the Nurse Callback Line (PhoneRN: 866-999-7854, PRN: 866-496-2022) and using Option 1. If needed, you can engage It Support for testing via Secure Message link.

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