Voice Incident - Epsilon India

Epsilon India Process Flows

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Voice Incident - Epsilon India by Mind Map: Voice Incident - Epsilon India

1. 4. Service

1.1. A-V Equipment

1.2. Call Center Agent Desktop (Finesse)

1.3. Call Recording

1.4. Conference Phone

1.5. Desk Phone

1.6. Email

1.6.1. Engage Messaging Team

1.7. Jabber - Soft CLient

1.8. Skype

1.8.1. Engage Messaging Team

1.9. Toll-Free

1.9.1. CL EZ Route

2. 3. Segment

2.1. Inbound

2.1.1. TATA (TTSL)

2.1.2. Airtel

2.2. Internal-Only

2.3. Outbound

2.3.1. Intl LD - MVoip

2.3.1.1. MVoip #1 Primary - TATA (TCL)

2.3.1.2. PRI E1 Failover #1 - TATA (TTSL)

2.3.1.3. PRI E1 Failover #2 - Airtel PRI

2.3.2. Local PSTN or India LD PRI's

2.3.2.1. Primary - TATA (TTSL) (3 E1's)

2.3.2.2. Secondary - Airtel (3 E1's)

3. 1. Scope

3.1. All Associates

3.2. Some Associates

3.2.1. Are impacted groups in Both Hubs or one? If one, which Hub? On 1 floor or Multiple? Which Teams?:

3.2.2. Call Center

3.2.3. Client

3.2.4. Harmony

3.2.5. OCC

3.2.6. Other

3.2.7. SOC

4. 2. Impact

4.1. Intermittent

4.2. Down Hard

4.3. Operational but Quality Issue