Loading...

Knowledge Center

/
centrexIT
Knowledge Center

CentrexIT — Utilizing CJP and Webex Teams to Facilitate Service Intake Support

KB00000535
Christina Tarpey Work Instruction Expired 1 min
ExpiredChristina Tarpeyv1.0
Published May 5, 2023Expires May 5, 2024 (expired)

You will need to utilize the Webex Calling application to answer calls via the CJP system.  

NOTE: If you wish to use your cell phone instead of a softphone, please skip to Step 2.

To install Webex Calling:

Step 1: 

Make sure you are log into Webex Teams

 This will allow you to use the calling feature in Webex Teams

Step 2: 

Log into CJP 

1. Navigate to: https://portal.ccone.net 

 

2. Login with the following info:

*Note: Username is Case sensitive 

You will now see the Dashboard: 

  

3. Click on the Agent Desktop icon: 

 

4. In the “DN” field, you will enter your work phone number associated with your Direct Number, i.e., 619-651-8753. This will utilize Webex Calling application as a softphone for incoming and outgoing calls. Enter the number and click “Save Changes” 

OR 

You may choose to enter the 10-digit phone number associated with your cell phone.

 

 5. You will now see the Agent Dashboard and should see that your Status is set to “Break” by Default.  

 

When you’re ready to begin receiving calls, you will need to Change your status to “Available” 

 

6. Once you have set your status to “Available”, you’re ready to start taking calls. When a call comes in, you will see it pop on your dashboard and should hear an audible tone.  

7. Click on the Green Answer icon to receive the call.  

 

8. Greet the caller with a simple greeting, typically we say “Thank you for calling centrexIT, who I am speaking with?”  

9. You will need to capture the following information: 

  • Who am I speaking with? 
  • What company? 
  • Contact Number:   
  • Description of Request: 

10. Once you have answered the questions in step 9, post this information in the Webex Teams space “Service Desk Intake Support.” The Intake Specialists will create a ticket for anything posted in this space. Based on the nature of the request, you will need to determine the priority of the request using the following information:  

Is this a Request or an Incident? 

“Incidents, simply put, are events that result in interruption of one or more Services. Service Requests do not specifically result in the same degradation or failure. Instead, they are needs or wishes for enhancements or changes.” 

  • If this is a Request: Please capture the specific nature of the request using the format listed above. Post this information in the Service Desk Intake Support space. 

  •  Set the expectation with the caller that the next available Analyst will be assigned to the request and will contact them back shortly.  

  • End the call by asking “Is there anything else I can help you with today?” 

  • Repeat this process if there are any additional requests.  

  • If this is an Incident: 

  • Please identify the incident priority: 

 

  • If this is a P1 or P2 Incident, please post the information you’ve gathered in the Service Desk Intake Support space with the Header: **P1**or **P2**  
  • The Oncall Supervisor will immediately begin the Incident Response process and field the call.  
  • Transfer the call by selecting the “Consult” option and then selecting the Analyst you wish to transfer the call to. Your phone will call the Analyst you selected and once the Analyst answers, you may select “Transfer” to transfer the call. 

11. Entering Wrap Up Information  

  • After you conclude an interaction with a customer, the Agent Desktop prompts you to enter information regarding your experience assisting the customer. Please select the best option available. 
  • Return your status to “Available”.