Overview

Troubleshooting

  1. Define history and scope 
    1. When did this start? 
      1. Were calls routed correctly yesterday or when was the last time they were? 
    2. Any prior tickets or recent changes to the Flow? 
    3. Which phone numbers or business processes are affected?  
    4. Is this for all calls to phone number X? 
      1. Is it happening intermittently? 
  2. Data Collection and Troubleshooting 
    1. Define the situation 
      1. What is supposed to happen compared to what is currently happening? 
    2. Obtain a Call Example 
      1. Caller: 
      2. Date/Time:  
      3. What happened? 
  3. Escalation to Support Center 
    1. Note the history and scope 
    2. Note Call Example 
    3. No XCS logs needed 
    4. Note desired routing 

Summary (optional)