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.

6.I have this record, although it looks like a personal name, searching the internet for the results they refer me to a-Hospital (The Johns Hopkins Hospital) and a University (Johns Hopkins University). In this particular case how is it better to save it? As seen in the image or do I place only Name?

R//Leave it at that as it comes. Thank you.

4 CNO:

7.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”.

8.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.

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

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

10.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.

11.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.

12.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.

13.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.

14.How can I put a record that only comes out music?

R//(Background music) It is AM.

15.“Sorry that extension is not recognized thank you for calling goodbye” and after the message the call is disconnected, I leave it as AM or disc?

R//AM.

16.Testing Training es un business? Says: “Your call has been forwarded to testing training”. Sorry the correct is: “To the voice mail for testing training”

R//It is not a BN, captures the message of the AM, and continues.

17.“This person does not accept anonymous calls” and the call falls is? Does not appear

R//Is Blacklisted an option? Use Disconnected for that case.

18.A VM that says “This person does not accept anonymous calls” is refused o VM?

R//Disconnected.

19.This message “This person does not accept anonymously” must be disconnected error message and flag Disco?

R//Flag Disco and because of that flag, the message would go in the column of Disco.

20.“Call rejected” is in the Disc column and disconnected error message field?

R//Yes

21.(480) 880-6839 I do not get the call, wait more than 10 sec, I put dead?

R//Yes

22.(480) 880-7016 is an AM, and I know that it says the name of the business in the message but I do not fully understand the name the business, the message is like this “Hello you have reached business my name is (name) I’m currently away or unavailable” I put what I understand it or better I leave it as AM and the message as well as I put it here?

R//Put you understood it, then I will call it.

23.(480) 880-7089 this one does not get the call…

R// Not answered Do not listen to rings = Dead air If we have rings and there is no answer = Not answered

24.18. An AM says “Thank you for calling, if you are calling regarding a new settlement or questions other than payments for an existing settlement, please press 1” ¿Should I put a long or short message?

R//Complete.

25.Dead o Not answered?

R//If we have rings and there is no answer = Not answered. Do not listen to rings = Dead air

26.20. I’m calling, there is tone and disconnects, falls, would be refuse or a phone call dropped?

R//Phone call dropped.

27.A record that only says “Hello” and they are silent I leave it as AM?

R//AM

28.And in the message, I put only “Hello”?

R//Yes

29.A message “you have reached a non-working number at Navy Federal Credit Union” is disco or AM?

R//It is AM but you put the name of the business because if they give it to you.

30.Ring once and hang is still Phone call dropped right?

R//Yes

31.25. How did I falg if it sounded only music?

R//Background music.

32.“Thank you for calling the qualification team”

R//It is a sub Department name, no at BN.

33.“We are sorry an application”?

R//VM.

34.When I call the result is busy, I did the web search and managed to find that website https://emeraldpointe.webs.com/ but I get that message from this site you have expired, but in the background, I can see what the address and a phone number are, my question is if I can use that website or not?

R//You can use it.

35.Batch of AdaptHealth, They are AM, but these refer to two companies. For example: “Thank you for choosing Cornerstone Medical an AeroCare Company”. In that case, the message is captured as it is listened to, but in these cases which BusName should be captured? Cornerstone Medical -First you mention-, AeroCare -The one that seems to own the first company mentioned OR are both placed in the field of Bus Name?

R//Aswe always handle these cases, let’s try to consult with an agent to see if the BN or BNs in question have a business relationship with the BN of the batch Both the BN and the AM that is heard are capturedBN: Cornerstone Medical AeroCare Company in this case.

36.3. I have that message and using, the business itself would be just Cape Medical Supply. The other refers to a department/team of that company. In that case it would be fine if I put only Cape Medical Supply in the field of the business name? Or is it better to place it up to Team?

R//Excellent question and way to analyze, we only need the BN as such (Cape Medical Supply) the references to department we do not need them in the part of the BN

37.4. My query is if the QA team has the tool to make calls (what we do in case of scalations) To see if they can help us and talk to the agent? Or if we keep calling the same? This is number 775 571-0214

R//We know that it was the AM that told you and BN: Vanilla Soft, although it is not mentioned.

38.I get the message One moment while we direct your call to Aero Care , do I put Aero Care as Business Name or do I just put the message?

R//As stated, you capture both AM and BN.

39.Good morning, I wanted to confirm that this type of vm is placed Call Flag: Answering machine and the correct message? Extension 891 is not available.

R//If the message is Extension 891 is not available, it classifies it as AM (xq so it is) and you capture the message you heard.

40.231-202-2613 this is the message I understand to this vm : Thank you for calling the road voice at Diversify I had not heard road voice this is correct?

R//The second one that comes out of me just keep in mind that there we have a BN, so that we have to keep in mind to capture it. Now, if the phone number that appears to us is the same as the one we call, we are not interested; if the number is different we can put it in parentheses.

41.In the dropdown menu of CNO I do not get voicemail … but if I can write it right?

R//It shows as Answering Machine (AM).

42.If I get a VM that only says the name of the person and nothing else, Can I put as (person’s name)?

R//If only that’s what they tell you, just put that in.

43.What about the message "You have reached a non-working number at Neustar? Is it Disco?

R//Click “redial” was perhaps a mistake in the Dialer, because that message comes out when it is not marked.

44.If a call gives me 5 tones and then remains silent, I put it as no answer?

R//Correct.

5 CNO by SVP:

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

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

46.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.

47.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

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

R//Correct.

49.855-378-5213 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.

50.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.

51.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

52.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.

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

R//Yes.

54.888-744-5998 Can I put them as a Business? “Thank you for calling the Vector Staffing Scheduling System”

R//Leave it as Vector Staffing.

55.888-984-1903 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

56.888-343-3671 “VM Welcome to Card Holder Services” Is it a business or just a VM?

R//Just a VM.

57.(833) 791-0912 The message of this phone number is not very clear, can I just leave it as AM?

R//Yes.

58.833-853-0335 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.

59.833-917-1390 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.

60.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.

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

R//Yes.

62.855-967-1310 “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

63.855-977-0602 “No messages have been sent to (phone number)” this Is it a Disco?

R//It will be a AM.

64.(866 722 6479) dice “hi there; our system indicates this is a robocall” Disconnected?

R//It will be a Blacklisted

65.877-207-3027 “I am sorry the poll you have dialed is not currently active” Disco?

R//Yes.

66.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.

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

R//Yes.

68.“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.

69.800-975-7681 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)

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

R// Yes

71.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)

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

R//Yes

73.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.

74.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

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

R//Yes.

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

R//Yes

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

R//Yes.

6 Disconnected:

78.What happens when someone answers me in a Disconnected?

R//There is an option that says, “someone picked up”.

7 Google POC:

79.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.

80.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.

81.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.

82.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.

83.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.

84.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.

85.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.

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

R//Answering machine.

87.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

88.All days should I put yes, or no?

R//They put the schedule.

89.“Land-grant universities Virginia Tech and Virginia State University” on the website, should I put not a business?

R//Not a business.

90.A VM comes out saying that “Closed for remodeling” is it Temporarily closed?

R//Correct.

91.Hello, I called and while I was talking the girl said “No” and the call dropped.If I get the nap info on the web, the flag would be completed by web, right?

R//If you validated phone and name, you have to put by call and web.

8 BPI:

82.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.

93.The obvious disconnected is not put on hold.

R//Yes.

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

R//Yes.

95.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)

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

R//Flag: Not a business.

97.Someone says “do not have food pantry service but if they deliver food packages Tuesday and Thursday” the category would still be a food pantry, right?

R//Yes, food pantry.

98.I have two addresses on this page for this soup kitchen, one is because of the pandemic (this one at the beginning of the page) and the other has the record. What can I validate? It was a no Answer?

R//The one who arrives at the food center.

99.“What if it is a place for assaulted women but has nothing of a food pantry or so? I only confirm those that are in red?”

R//Not a business.

100.Someone says that “only on Mondays of each month they attend but it has no specific time”, I put Monday as, yes?

R//No, you put that in our comments.