Main > SCA Proc > General Instructions > The Basics > Communicating with the CA
Communicating with the Contact Advisor [udpated 01.31.08]
From the schedule you can see who is the Contact Advisor on that day (or half day). Be sure to drop us an IM when you do start working, even if you had tickets waiting for you. Be sure to let us know when you stop working as well.
You will stay logged into Footprints. When you move down to the next priority level, IM the main phone person. If you get an away message contact they will redirect you to another person. We try to remember to set the away message so you know we are gone, when we'll be back and to remind you to contact the other person who picks up calls. The contact advisors will maintain our communication so one of us is always available. Contact advisors will be available between 8:30 and 4:30 MT each business day. Be sure to tell them how much time you have left to work.
You are not required to complete every ticket assigned to you, but we do assign a reasonable number of tickets based on the amount of time you are scheduled to work. If you do not believe you will finish, be sure to talk to the contact advisor.
Those on email should be able to handle and average of 6 per hour, while an average of 4 to 6 phone calls per hour is typical.
Communicating with the Facilitator [1.31.08]
Any product or procedure related questions ask the Facilitator when available. If she is away, ask the CA on duty. Refer any tickets that need additional work for any reason to the Facilitator, priority of Urgent.