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  1. Ensure the client has provided a call ID to investigate.

    1. review the path and the call log

    2. “Bad Number” in the path can lead to a couple options

      1. First is to check the caller ID settings to ensure the OB campaign has a caller ID set to be displayed.

      2. The caller ID can be set and assigned from either the campaign level ie, set campaign default, global caller ID, List setting, or Area Code Specific

        1. If the caller ID is set to the list level, you will need to navigate to each list and ensure a caller ID is set on each list

        2. If Global caller ID is selected, you will need to ensure Global Caller ID is setup.

          1. This is typically setup in the “SingleComm” program and a DID group of “Global Caller ID”

        3. If Area Code specific is selected, you will want to ensure below the caller ID method, the caller IDs have been setup and mapped to the specific area codes.

        4. If Campaign Default is selected, ensure the client has set a caller ID at the campaign level directly below this selection area.

  2. If the call path shows a hangup with “Service Unavailable” this indicates a carrier issue.

    1. If the client is reporting this from the power dialer, the carrier currently is Voxtelesys.

      1. Contact Brandon Badeen (Unlicensed)

        1. If after hours call his cell: 207-949-6954

    2. If this is preview dialing the carrier is Bandwidth and you can check the status for issues on their dashboard

      1. https://status.bandwidth.com/

      2. Brandon Badeen (Unlicensed) Tim Dorsey James Murray can submit trouble tickets with Bandwidth if the status is all green.

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