General Objectives

To gather new information not documented in the different process of Special Projects manuals.

Call Flag

Vetting:

Answering Machine:

  1. You have reached a number that is not currently setup to receive calls
  2. Correct: A serious error has occurred/ not series
  3. Thank you for calling the card services department
  4. This call is on a recorded line thank you for calling Southwest Credit Systems = Leave it as: Thank you for calling Southwest Credit systems
  5. You have reached an unnatended mailbox
  6. Cisco Unity Connection Messaging System
  7. The person you are trying to reach is no able to receive your call
  8. Northwell Health mass notification system = With no Business name, is an alert message
  9. You have reached Grays Harbor County emergency alert = With no Business name, is an alert message
  10. This is Alert Paradise Valley = With no Business name, is an alert message
  11. You have reached a phone alert line for AlertSeattle = With no Business name, is an alert message
  12. Hi you have reached the answering service for Cancer Specialists Of Tidewater and Riverside Cancer Infusion Centers = With no Business name If someone answers the phone ask if it is a third party that provides the service or if it is from the same hospital, IF it is a third party leave it as Answered with no BN
  13. A serious error has ocurred = Answering Machine
  14. Your call did not go through try your call again

Disconnected:

  1. You have reached a non working number at (business name) / Example: You have reached an unassigned number at Aetna: Flag: Disconnected BN: Aetna
  2. Disco message Thank you for calling Texas Capital Bank you have reached a number that is unused at this time = Flag: Disconnected BN: Texas Capital Bank
  3. 18082071999 freeswitch_ha8 no route destination
  4. The number you have dialed is unallocated
  5. Your account is not active
  6. Thank you for calling Indiana University Health you have reached an invalid number
  7. We are sorry your call cannot be completed at this time please hang up and try your call again later thank you
  8. I’m sorry that’s not a valid extension please try again

No Answered

1.(Music background) -no message-

Rule classification

Rule Y:

  1. The HouseCalls program
  2. One Call Now
  3. Thank you for calling GSI a call center working with Biden Victory Fund

Business name

Vetting:

  1. The agent can leave the business name as they answer the call example: Cox, Cox Store, Cox Retail, remember to leave the first letter in capital letter.

  2. Thank you for calling Angi Leads formerly HomeAdvisor Angi Leads/BN: Angi Leads

  3. Thank you for calling HomeAdvisor powered by Angi HomeAdvisor/BN: HomeAdvisor

  4. Thank you for calling Angie.com Angi.com/BN: Angi.com

  5. Southwest Credit Systems

  6. The Fundraising Center

  7. ARS Rescue Rooter

  8. Blu Dot / Blu Dot Services

  9. Blue Apple Electric Air and Plumbing

  10. IRS tax debt = IRS

  11. Rescue Rooter Jack Howk

  12. Hello you have reached the fundraising office for Command Officers Association of Michigan/BN Command Officers Association Of Michigan

  13. Service Plus is a leading home warranty service provider = BN: Service Plus

  14. Person’ Name + Profession = BN: Delia Weiss MD, Sarinah Brown Psychiatric Nurse Practitioner, Jenny Cano social worker

Answering Service/After Hour Service

  1. Answering services: Confirm the name to wich they provide the service

    -Flag Answered

    -Business name:name (Clinic, Doctor, hospital, etc)+third party answering service

    Example: Dr Juan and Dr Nancy Ling (Third party answering service)

    -Flag Answering Machine

    -Message: You have reached the answering service of/for

    -BN: Add only the BN of the message

    This applies for answering service, on call, after hours and people who answer them as Answering Services.

How to identify Business names

The way the message is formed will determine the BN:

  1. Thank you for calling A Place To Start offices of (person’s name), (person’s name), (person’s name) (person’s name), Dr Jessica green and (person’s name)

    As we can see the BN we have to place is A Place To Start since is the place we are calling to.

  2. Thank you for calling Ascension Medical Group Seton at St Edwards University Health and Counseling Center”

    -BN:Ascension Medical Group

  3. Thank you for calling Jennie Stuart Orthopaedics a department of Jennie Stuart Medical Center

    -BN:Jennie Stuart Orthopaedics

  4. Thank you for calling St Johns Pediatrics and Beach Medical Specialists at our St Augustine location,

    -BN:St Johns Pediatrics and Beach Medical Specialists

  5. Hello you have reached (person’s name) psychiatric nurse practitioner at Golden Insight Psychiatry

    BN:In this message the name of the person has a professional title (Nurse Practitioner or NP) and it is a the beginning of the message.

    -Example: Susana Torres Psychiatric Nurse Practitioner (BN), the number we are calling is for the NP in this case.

    The objective of Vetting is to capture the message as it comes in the recording as the who the number belongs to, or where we are calling to.

  6. When you have in the message services or departments, this is NOT part of the BN. We take as a BN where the service is being given. Example:

    “You have reached the psychiatry and psychology service at Fred Hutchinson Cancer Center”

    -BN:Fred Hutchinson Cancer Center.

  7. You have reached the voicemail of (persons name) manager at Texas Childrens Hospital.

    -BN: Texas Childrens Hospital

    Since the voicemail of the person we reached doesn’t have a professional title the place he/she works is the BN.

  8. Thank you for calling you have reached (persons name) an insurance associate from State Farm.

    -BN: State Farm