Author: Quality Department

Period: September 2021 - December 2021

1 General objective:

Collect the new scenarios that are not covered in the current documentation.

3 AT&T:

1.Is the name that the application brings up or is the name found in Google. left?

R//The purpose of this project (AT&T) is to see what the screen says, in others like caller if it is good to do a research, but in this one, they need to know how the number is identified in that application, they do not complicate and only put what appears, and if it is something nonsense then we see it, but in that case and the others mentioned, but the name of the business as it appears on the screen, please. Thanks.

2.In this scenario, I have that information displayed in GEDI. If the app shows me only the word Mortgage. What would be the correct way to save the registry? Complete Amerisave Mortgage or leave the word shown in the app?

R//In this case, please leave what the app displays, thank you.

3.In this case, could I leave Stein alone? See app and record images, or could this be taken as a name? By coming only, the word without any other indicative

R//It would be Stein.

4.That info is displayed in GEDI if the app shows me only the word Mortgage. What would be the right way to save the record? Complete Amerisave Mortgage or leave only the word displayed in the app? (Attached image)

R//In this case, please leave what the app displays.

5.This symbol is allowed to be left in the Bus Name: /. The case I have is that the app shows me AETNA/CVS. So, I don’t know if I can keep it that way or if it’s preferable to skip the /?

R//You can leave it like this AETNA/CVS. In case there are problems, we will be communicating them.

4 CNO:

6.The batch name is Cash For Whatever; they come out different AM, for example, “Thank you for calling Direct Cash”, “Thank you for calling Cash Lane”, “Thank you for calling Cash For Whatever”* among other names, for my part I have only been able to speak with an agent of Direct Cash, what she told me when I asked the question, was that she was calling Direct Cash directly and that they are a company affiliated with Cash For Whatever, in this particular case. Could the Business name also be assigned the name of the batch, or for Direct Cash records, would that Business name be kept properly?

R//Specifically only in the case of Direct Cash* you can leave as BN “Cash For Whatever”since you could confirm that there is a commercial relationship. The other results or BN are still handled independently, which means that the BN that must be entered is the one heard both in the AM or in the live agent. This until the commercial relationship can be confirmed using a Live agent to give rise to the use of “Cash For Whatever”.

7.In the current batch of Caller, Westlake. When making the calls, an AM “Thank you for calling Westlake Financial Services” appears. On the official website, Westlake Financial appears as the name of the business. And in the input sent by mail, it is referenced only as Westlake. The query would be What is the best name to put in the Business name Field? Of course, keeping the other two fields as they appear in the image, Westlake as in the input? Or Complete as in AM? Thanks.

R//Westlake Financial, is the name of the financial institution in question as discussed with two Customer Service agents. The AM should be as it sounds, but the BN would be Westlake Financial.

8.Can someone help me, I can not get to this AM? (808) 451-3053.

R// The AM would be: “Modernize call center management”.

9.Hello, in this batch Reliant Capital Solutions LL, the AM comes without the LLC in the end, it just says “Thank you for calling Reliant Capital Solutions” so my question is:

If we leave the BN with the LLC as it comes in the batch and the am “Thank you for calling Reliant Capital Solutions LLC”? Thanks.

R//Let’s leave AM as is please and the name can be left with LLC.

10.Hi there. In the batch Caller Erie Financial Group, I got this answering machine “You have reached the voicemail of (person’s name) with Erie Insurance.” In this case, how is it better to leave the BN for these registers?

With the name of the batch, Erie Financial Group or with the BN on the answering machine, Erie Insurance?

R//With that number they answered me, and they validated the Erie Insurance. Let’s leave it as in AM.

11.I’m getting this AM: “Thank you for calling Mutual of Omaha Mortgage” Is the batch name only Mutual of Omaha? How should the BN look in these cases?

This way or without the Mortgage above? I have not been able to communicate with an agent, and there are two official Websites, one without the mortgage and the other with the mortgage.

R//All the answering machines tell you the same thing? Capture the name as it appears on the answering machine* please, because you see two websites; if you manage to contact an agent and tell us if it is the same, we will arrange from QA.

12.The Production agent asked how to proceed with the batch called “Senate of PA” how to enter the message of the Answering machine and the Business name?

R// Enter the name of the Senador in the answering machine column.

5 CNO by SVP:

13.Can I put AT & T? Should I put ATT?

R//Yes, you can put it AT & T.

14.Doubt: If it is AM and it says the business’s name, do I complete it like this?

R// Yes, you put the name and you capture the message.

15.If the message from this number 844-247-2181 says: “Thank you for calling your Fraud Service Center”

Can I put as business name Fraud Service Center? or leave it how AM?

R//Just like AM

16.At the moment, only in business capital letters and proper names? Correct, thanks!

R//Correct.

17.855-378-5213 I called, and an agent answered me; the business name is Realtor.com Is there no problem if it goes like the agent told me with the .com at the end?

R//No, no problem.

18.This is LL Bean MasterCard in this message Which of the two do I put as business? that and “Thank you for returning our call”

R//That message did not say anything else? / leave it as LLBean.

19.I got a message saying Hawaiian Airlines Bank of Hawaii What would be the buss name Hawaiian Airlines or Bank of Hawaii?

R//Leave Hawaiian Airlines

20.If an AM appears that says “Thank you for calling the Vanderbilt Covid 19 Hotline”, Would the business be just Vanderbilt, or do I put Vanderbilt Covid 19 Hotline?

R//In the AM everything please, and in the Business name Vanderbilt.

21.This VM is a Blacklisted ? “Thanks for the call this phone number only makes outgoing calls”

R//Yes.

22.888-744-5998 Can I put them as a Business? “Thank you for calling the Vector Staffing Scheduling System”

R//Leave it as Vector Staffing.

23.888-984-1903 If I have a message in Spanish, do I leave it like that? For Spanish dial 2, or do I put Spanish message in VM?

R//You can capture it in Spanish

24.888-343-3671 “VM Welcome to Card Holder Services” Is it a business or just a VM?

R//Just a VM.

25.(833) 791-0912 The message of this phone number is not very clear, can I just leave it as AM?

R//Yes.

26.833-853-0335 It’s an AM, and the following comes out: “Hi, this is Jason Blake; thank you for calling the 24 hour home hunter hotline”. Can I consider the 24 hour home hunter hotline as a business or do I leave it as AM?

R//Leave it as AM.

27.833-917-1390 Hello, I did not get this message, and I do not know. Yes, leave it as Disk or as AM? “We are sorry an application error has occurred goodbye.”

R//Leave it as AM.

28.This AM can I also put it as Disk? “Error 201, we are sorry you have reached a number that has been disconnected or is no longer in service”?

R//Yes.

29.“an application Error has occurred” is Disco?

R//Yes.

30.855-967-1310 “Sorry, your call cannot be completed because you are calling from an unknown number”, I called that number, and that message came out. I do not know if I can set it as blacklisted or Disco?

R//Blacklisted

31.855-977-0602 “No messages have been sent to (phone number)” this Is it a Disco?

R//It will be a AM.

32.(866 722 6479) dice “hi there; our system indicates this is a robocall” Disconnected?

R//It will be a Blacklisted

33.877-207-3027 “I am sorry the poll you have dialed is not currently active” Disco?

R//Yes.

34.If the call does not come in at all, it is silent; it does not say calling or anything like that. Will it be dead air or not answer? Did I forget the Flag to set?

R//Dead air.

35.If I get a VM with the business name ARO Supply.com, do I capture the .com?

R//Yes.

36.“Please leave your message for 786-556-9982” to clarify something; if I get an AM where the number that the AM says is different from the one in the record, we can put the number in the message, right? I remember that they said it yesterday, but I just wanted to make sure before giving it you know

R// Yes.

37.800-975-7681 hello, I get an AM, the name sounds super similar to Neustar, but I do not know if that is, no problem if I better try to get an agent? Yes, I am calling the number that came out in Gedi, I put the option to talk to an agent, but the call is disconnected; I try, and still, the call falls.

R//Try again pls, notice that I put the number to go out (we see it at the end, go ahead and look for it in the output)

38.Please enter your mailbox id now; it is VM?

R// Yes

39.Voicemail does not come out like a flag; I describe so? or is it that it comes out different?

R//Everything as answering machine goes as AM (Answering Machine)

40.Unidentified number, can I put it as a Disc?

R//Yes

41.If I get a VM and say the BN but tell me that the “number is not assigned,” how do I put it?

R//Completed still belongs but is not active.

42.If a gentleman answers me in French, but I do not understand anything, he does not me either? But he was a natural person? Doesn’t it matter?

R//Foreign Language pls even if it is an AM

43.If they hang up, would it be refuse to answer, right?

R//Yes.

44.If, the person who answers me, tells me that it is a hospital; even so, I leave it as Completed?

R//Yes

45.“This is a number that is not currently available to receive calls” es Disco?

R//Yes.

6 Google POC:

46.Hello, if the person who answers me tells me that they are no longer giving any service because they have not been able to do anything since the pandemic, I put it as not a business?

R//Not a business.

47.The lady does not know the website, and I do not find it? I put not found or not provided?

R//Yes, you don’t find anything; you leave it blank and refuse.

48.If they open one day a week, I leave the others blank? And the same with the languages they do not have?

R//Yes, blank.

49.Hello, the person told me that they did not have a website, and the schedule was not known either, look on the web, but a defined schedule does not come out.

R//Do not find, leave it blank.

50.If you do not confirm the languages they speak, if you tell me that they adjust depending on the person who arrives, I leave them blank?

R//Everything that they can not validate they leave blank pls.

51.Hello, call, and while I was talking, the girl said No and short; if I get the NAP info on the web, the flag would be completed by web, right?

R//Validated your phone and name; you must put by call and web.

52.Someone answered, and the boy told me that they called him on Saturday of Neustar to ask him the same questions and did not want to answer; who will know with whom I speak

R//Pass us the data pls (business name and phone) pls.

53.I answer, but they transfer me to another person, and then VM comes out; how do I flag it?

R//Answering machine.

54.How do I put it if it works 24/7? 00 to 12 on every day?

R//In the following format 00:00:00 to 24:00:00

7 BPI:

55.If it is a State Farm, the person who comes in the name of the record should only put it as State Farm?

R//Yes.

56.The obvious disconnected is not put on hold.

R//Yes.

57.To put in the hold, Do I have to click on “Call later”?

R//Yes.

58.I did not see blacklisted in the PowerPoint list; if I get a number like that, blacklisted, I put the flag and save it?

R//Blacklisted (if it came out)

59.If I get an AM, “is it an emergency phone of an elevator?” What should I do?

R//Flag: Not a business.