TROUBLESHOOTING EXISTING CLIENTS

Login Information

URL: https://login.bws.birst.com/Login.aspx
username: support@evolveip.net
password: Revolve989!

In the communication to EigenX, please include the following information (if applicable):

Subject: ABC Company | Missing Call Center Data

• Enterprise Name: ABC Company
• Enterprise ID: eip-00010122948
• Login Credentials: ABC_User
• Call Center Name: Customer Support
• Call Center ID: cc-00010122948-1
• Call Example (To, From, Date, Time of Call, etc.) Tuesday, March 6 @ 10:43am  Originating #: 6102309888 Destination #: 8569802221
• DNIS Name: Customer Support (Primary) x8999
• Agent Name: Joe Smith x1111

Additionally, if you are able to replicate the issue, sending a screenshot, similar to the one above would be helpful. Be sure to click on the Filter icon so that the tab is visible. Improper filtering is many times the reason the client cannot see a particular call in queue.

Lastly, if you can run a similar report within our Supervisor Portal, showing the call example in question, please include that in the email. Kirill does not have access to all enterprises in OSSmosis, so including that information along with the inquiry will save some back and forth communication (running the Call Detail Report for that given date and time SHOULD be sufficient). 

Any responses back from the EigenX team should be cut and pasted into the Support ticket and communicated with the customer. There may be times when a call may be required to talk through the issue at hand. Kirill will be responsible for providing you with bridge information for that call, based on his availability.