Main > SCA Proc > General Instructions > FP Instructions for Phone

Footprints instructions for Phone Calls [updated 6.16.10]

  • Voice Mail messages in Footprints will have this subject line: Voicemail Message 912484640920 > Advisor 2 (phone number will be different for each customer)
  • Voice Mail will be in the Advisor project in FP only
    • If you are scheduled for Voicemail or Live Call you will need to move to the Advisor project.
    • To do so click on the drop down arrow next to Sonlight Support in the upper right corner of the Footprints screen and select Advisor.
    • The first time you are in the Advisor project, click on My Preferences in the left-hand task bar. Scroll down to the blue bar – Homepage List Preferences. On the line Default List – select Advisor Home Page (Shared). This page will show all tickets that need to be worked. Type your password at the bottom of the page and save.
    • When the system returns you to your homepage you will see any requests, open, or pending tickets that still need to be worked.

Working on a ticket:

  • Open a ticket
  • Under Attachments click on Download, Open the file and the message will play on your player.
  • listen to the voicemail
  • Click Clear in customer info section
  • fill in the first and last name and email (phone number@ sonlight.com ONLY; DO NOT enter an email address in the advisor project
  • check the create customer box; if you see the message that the customer is already in the address book click ok
  • enter any notes about the customers question
  • When you’re done, delete the attached VM message (delete option is under attachments) and close the ticket.
  • call the customer
  • DO NOT email a customer from the advisor project EVER
    • If someone needs to email the customer you MUST MOVE THE TICKET. Put notes in the ticket and those in the Support project will send an email as needed. Once you moved the ticket the status will automatically change to Champion Closed. You will still need to go into the ticket and delete the attachment. (Do not do this until AFTER you have moved the ticket.)
    • To move a ticket to another project click on the details (not edit) screen, then click on Copy/Move up at the top of the page. Select Move to Another Project and then select the Support Project. You will then select whether to move the ticket with the status of Request (you cannot select the assignee) or Open (where you can assign the ticket to the advisor or CR Tier 2 team).
    • To assign the ticket you move you MUST click on the team name to open the team and click on 'assign team'.
    • To go into a ticket in champion closed, put the ticket number in the search box at the top of the Footprints page and click the number radio button (circle). Then click on Search. Then go into edit the ticket just like you would normally and delete the attachment, then save. No other changes to the ticket are needed.
  • when you close the ticket change it to Advisor Closed
  • If you leave a message for the customer, do the same as you did before:
    • Add the information about the call to the appropriate attempt number in the notes section. Format should be:
      1. Attempt # (1, 2, or 3 whichever is appropriate): Call Complete, Cust. Info. Verified, Time MT, Date, Your name or initials
      2. Subsequent lines: Question(s) customer has and the resolutions you offer; any follow up questions that need to be answered.
      3. Provide any information that would be helpful if the customer calls again or we need to recreate the topic of your call for some reason. Be sure to include anything that would be helpful in identifying trends.
    • Insert the following into the subject line: LM, time and date. The message would look like this LM 8:00 6/11 Voicemail Message (912484640920 > Advisor 2
    • If it is an international customer and we need to call them during a specific time (outside of your schedule), insert the CB and the time we should call them. The

message would look like this CB 4:00 6/11 Voicemail Message (912484640920). Person scheduled for Live Call will take care of those calls.

  • If we have a customer who we have attempted over two days on the final attempt update the status to advisor no contact

Person working on Live Call:

  • Work on Live Calls
  • Work on any left VM messages.
  • If you are working Live Call and have no voicemail to do, be sure to return to the Support project and work on email. Those scheduled for Voicemail will work until there are no voicemail remaining.

Please remember to log all times as Mountain Time and put MT so we KNOW it was Mountain Time. This becomes an issue if the customer calls in again and we need to decide if the contact has actually been completed.

How to ‘Take’ Tickets

Other Details

  • remember we do not call before 8 AM or after 8 PM in the CUSTOMER’S TIME ZONE
  • Do not work beyond your scheduled shift