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Definitions [updated 1.31.08]
Contact Advisor: The advisor responsible for picking up all phone messages and assigning all tickets to advisors working that day. A contact advisor is listed on the schedule for each business day. She will be available to you between the hours of 9 and 4:30 MT. If she is unavailable for some reason she will leave a redirect message on her IM directing you to someone who can assist you.
Facilitator: Advisor responsible for scheduling, etc.
Ticket: Whenever a customer contacts Sonlight the contact results in the creation of a 'ticket' in Footprints, our web-based customer response system. Email and web contacts are automatically redirected to Footprints; phone messages require us to manually create a ticket.
IM: Instant Messaging - advisors use GTalk, Google's Instant Messaging system to communicate throughout the day.
Footprints - the web based interface on which advisors 'take' and process tickets.
MDB - Marketing Data Base - the web based interface in which advisors work on Sonlight Touch calls.