How To Get Support for Contact Center

Introduction

This article will assist you in getting support for Contact Center.  The process utilizes OIT's website to record the issue and route it to the appropriate group.

Estimated Time to Complete

5 minutes

Special Concepts

Emergency Issues

There may be instances when a service request should be considered an emergency such as the examples below:

  • More than 75% of your users are unable to log in to the agent interface
  • Calls are not being received into queue (Only submit this issue after verifying the queue schedules are correct)

To enter an issue as an "Emergency" select the following on the fields:

  1. General - Stop Work? = Yes
  2. Urgency = High

Steps

Search the Knowledge Base:

  1. Using a web browser open:  http://indstate.edu/oit
  2. In the search box, search for Contact Center, or another phrase related to your problem
  3. Use the resulting articles to solve your problem

Enter a support incident:

  1. In the search box, search for "Contact Center Issue"
  2. In the search results, click "Contact Center - Report an Issue"
  3. FIll in the boxes as requested, specifically using the "Contact Center - " fields to detail the specific issue you are experiencing
  4. You will be notified when a technician acknowledges your issue.

Enter a service request:

  1. In the search box, search for "Contact Center new request"
  2. In the search results, click "Contact Center - New Request or Modification"
  3. FIll in the boxes as requested, specifically using the "Contact Center - " fields to detail the specific request
  4. You will be notified when a technician acknowledges your request.

If you are unable to enter your service request, using the steps above, contact the TSC at 812-237-2910.

Conclusion

Using the steps above, you will be able to access the TeamDynamix system and enter a support request for Contact Center.

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