This MOP is for best practices when handling an inbound call for our XTIUM Contact Suite product.


It contains scripts/verbiage that you can say to the caller to gather as much information as possible.

It will also have links to user guides and other public-facing published articles found in our Knowledge Base

  1. If you receive a call and the caller is inquiring about a feature of XCS

    1. Check the ICD 'customer' tab to verify the account in question has XCS as a product/service

    2. Say:  "Please give me a minute to verify that I can access your XCS Setup application and that the request does not require a full deploy (which should be scheduled or done after business hours)

Has ECS

Does NOT have ECS

  1. If the customer has XCS = Y in ICD. Create a ticket and gather as much information as possible.

    1. If the request is related to the following features, check the customer facing user guide for the answer. 

      1. Agent - XCS Agent - User Guide

      2. Supervisor - XCS Supervisor - Quick Reference Guide

      3. Reporting - XCS Reporting - Report User Guide

      4. Manager - XCS Setup and Manager Help Content

Share the KB Link

If the customer is requesting a Move, Add, Change, or Delete that they can do themselves via the Setup, Manager, or Supervisor tools. Please locate the relevant information and offer to send the public KB article for them to reference for the future.

  1. If the request or issue is advanced such as adding a new Business Process, or making channels to the interaction handling flow

    1. Say: “Let me verify if this move/add/change/delete will require consulting from a higher tier of support, to ensure that all changes can be tested and confirmed working before a full deploy is needed. Also, this will interrupt any active calls, so we may want to schedule this for an after hours (Maintenance window)