PROSCHOOLS LIVE ANSWER REVIEW

LIVE ANSWER PHONE INITIATIVEThis is an overview of the live answer phone initiative for ProSchools; with an outline leading up to implementation on September 3, 2014.

On July 2, proschools presented the live call project initiation plan. This outlined the idea of going to live answer and steps required to implement the project.

July 17th the phone system change request was filled out and submitted for approval. This requested the change in procedure and technical equipment use to bring proschools one-step closer to live answer.

updated form for the live answer, form to update Rosemary’s extension and the naming conventions that Greg uses was filled out and returned.

On July 23rd · Confirm with Jeff the new process for direct extension dial

reviewed the PS hold music Greg follow- up with Huy in regards to some of the configurations

o “Busy while on hold” access is not available to selecto How are email notifications set up for voicemails

Greg set up QC phone module for Michael and Mechelle to test We held a meeting to discuss the updated form for the live answer, form to update Rosemary’s

extension and the naming conventions that Greg uses going forward for all phone systems. the busy on hold feature for the Portland office so it was probably a default out of the box setting.

This mean we can turn that back on ,for people who need it, at any point and this will prevent them from getting missed calls when they have someone on hold

needed to ask if our account managers will be losing their direct extension numbers or not when we do go live.

provide Katherine a list of names of people who should have this feature enabled for them Greg will make sure that gets in place.

Jon forwarded me his team’s contact list. made a few updates and wanted to get this out to all so that we are all working from the same starting point

Clarified that we will not lose our direct numbers when transitioning to the live answer for the account managers, this factor would have a direct relationship with whether we have a backdoor number or not for the campus.

We also needed to clarify if the test number was to be for only one agent or for only one queue; So that training can occur if necessary for that individual early or if it is to be everyone.

caught up with Huy to discuss the features on the ProSchools phone system August 8th, Greg shared the document on the OCL SharePoint server at that following location. https://trainingpro.sharesrvr.com/oclshare/Atlanta/CWS%20School%20Info/RE%20School%20Contact

%20Sheet.doc Greg will try to get it in place for testing. Followed-up to see if able to make a copy of the voicemail file made, followed- up to see if it had been

placed on the perspective students’ number.

able to get set up the PS Live Answer hunt group for testing. To reach this group you can dial 503-542-8323

set this up as intended so Rosemary, Valerie, Crystal, and Allen will see their phones ring sequentially with the new group name “PS Recep ORp” based on who has been waiting the longest if you dial that number. Then the overflow group of Alan, Everett, Billie, and Ashley will start to ring.

at this point, the queue messages are the same as those on the customer service queue. to record new queue messages to alert people that they can press 1 during the message to exit the queue

and leave a voicemail, also - no changes to the “business hours”, but at present the phone system is set to 7am to 5 pm,

however the vm system is set to 8 am to 5 pm. What this means is the new reception hunt group will be open and ready, but the voicemail server is going to push people into the night auto attendant until 8 am. When this change is in place, it will affect how calls flow in the current setup.

Ultimately, we will use the 800 number, but for now, we can use this 503 number for internal testing. this is for us to make sure the proper people are ringing for the correct amount of time and verify the

queue messages are accurate and working properly the plan was going to be to cut over all the lines to use this process plan is to get all the coding changes in place on Sunday while Greg was in office the login/logout buttons have not been added to anyone’s phones yet for this group. in that case, will just rename the front desk account to rosemary. shorten the length of time before the call goes into the queue so that it is only 4 rings, not sure off the top

of my head what it is here in the trainingpro office, • hopefully, most calls will get answered and redirected well before 4 rings, • the volume of the hold music is best controlled by the attached mp3 player in office. . record voicemail greeting for extension 4102 for nightly sales messages (code 1973) 2. record voicemail greeting for extension 4103 for nightly customer service messages (code 1973) 3. update the attached wav files to include wording about press 1 now to leave a voicemail for the

customer support team. we should probably also include wording apologizing for the longer than usual wait time.

4. alert team that some calls from this weekend will be in the existing voicemail box, but going forward all voicemails should be in the psservice@proschools.com email inbox.

let team knows to avoid transferring calls straight into other people’s voicemail when possible as this

leads to some inflated abandoned call rates. Had wording changes (word/text document) given to David able so he could get Andrea to do the new

voicing. once the voicing files come back, Greg converted and add/replace the wav file on the server. follow up on the issue raised concerning CWS and CALI existing students calls routed to PDX and the

potential of the PDX CSR’s having to deal with those calls when we go live The CWS and CALI calls ring in ATL – via the new IVR (with clear instructions), only the new/prospective

students are routed to PDX IST via the CWS and CALI hunt groups the only calls that should be ringing the csr’s phones are 1-800 proschools calls, which they should be

well, equipped and trained to either manage or route to the destination. MOCKED UP QUEUE FOR TESTING AT EXT. 4139. push this over to the live queue. Tuesday, September 02, 2014 1:30

Katherine added the primary and overflow hunt groups to the main board so you can see the counts and average wait time.

a list of all of the changes we have made to the phone system over the last few days in order to solve some of the issues with calls getting counted as abandoned and to get us to live answer:

In lieu of adding a time limit to each of the existing call queues (E.g. CarrerWebOR, Sales, & Service) we

now have the queue recording informing callers that they can press 1 to exit the queue and leave a voicemail or they can continue to hold.

On the phone system in Atlanta, Greg added a time check to make sure the Portland office is in business

hours. If the ProSchools office is open, it forwards to existing extension 4123 (CareerWebOR) if it is out of hours it transfers the call to 4124, which is essentially just a voicemail box that also emails the voicemail to psservice@proschools.com.

On the night auto-attendant, the extensions the system uses for sales and service have been updated

to 4102 and 4103 respectively. These mailboxes also forward copies of the voicemail to the psservice email inbox. We had to do this in order to push the call back to the phone system, which could then put the call in Voicemail, otherwise the call never left the Voicemail Pro server, which looked like an abandoned call to Chronicall. Again, because there is no time limit set on the queue for the current sales and service queues, calls put to those groups would be stuck in queue forever, or the person can now press one to go to voicemail.

The new recordings have been added to the queues and voicemail greetings for each group. The “CheckHours1” module, which determines if the office is open, in voicemail pro has been updated to

transfer calls to the reception group 4135 (PS Recep ORp) during the day instead of to the Daytime Auto Attendant.

Placed the general greeting message on the mail box for the new Reception group BSchramm, AFode, ACole, ESpears, have been added to the overflow group for reception 4136 (PS Recep

ORo) Renamed the “Front Desk” user in IPO to “Rosemary Pfannes” Updated the reception queue message to allow callers to leave voicemail by pressing 1 a couple issues this morning with our live answer. The first one and biggest one is the CreerWeb; I thought

these calls were going to go directly to the IST if available, I did not think we were still having the queue. As it is now, there are calls going into that queue- and no one was logged into it specifically.

On September 3 held a department wide team meeting for informational purposes, to get everyone aware of our going live and to address any last minute questions or concerns etc. Our topics included as follows:

Live Answer Purpose Extensions/Direct dials Warm Transfers Overflow Overflow greeting

We discussed bringing any issues to our attentions quickly, and when anything problematic would or might occur, we wanted them to report it to us so that we could get it looked at a possibly fix.

This brings us to the present status of live answer being in place and utilized by everyone here at ProSchools, with initial reports showing a successful transition. Please let me know if you have any questions or need further clarification.

Thank you Mechelle