In order for Setera to solve Trouble Tickets most efficiently and effectively is it important that they contain valuable data.
Site Identity: -Site Contact person and number:-
Accurate description of the problem;
These details should ideally include:-
Calls :
1. Incoming, outgoing, both way?
2. What number/s was/were called or calling?
3. Does it happen all the time?
4. When did/does it happen?
5. Incoming customers calls receive an announcement
-Please capture and include the details of the announcement-
Equipment:
1. What type of device has the problem?
Desk phone, DECT Cordless, Mobile App. or Softphone?
Is the device powered up?
2. How do I....? Before raising a Trouble Ticket, please check in the SeteraDesk Knowledge base (KB) to see if there is a guide/ manual which can assist.
Service status:
1. Calls are not forwarded to Client Services.
2. When will porting be completed?
3. When will the service go live?
4. Broadband speed if there are call quality issues