1. Dial # of person trying to reach
2. After Hours should be one 1-800# Individual Staff - transfer the calls to their number Accounting Calls - announce these calls and if no answer trans to reception ● Payables (Phil) - 403-261-7249 ● Receivables (Vanessa) - 403-294-6524 ● General (anything not related to making or receiving payment (Kat) - 403-750-0568 PA/FA Division ● Take a message on these calls IT Calls ● Advise they need to contact their rep directly and ask who it is ● If they do not know we transfer to reception Management Calls ● Advise they need to contact their rep directly and ask who it is ● If they do not know we transfer to reception Marketing Calls ● Transfer to reception Netflow Calls ● Provide the caller with the NetFlow number and email ○ 866-823-6384 ○ [email protected] ● If they decline we take a message OneCall Manager Calls ● Announce to the OneCall Manager at 855-622-2237 ● If no answer transfer to reception ProChart Calls ● Provide the caller with the ProChart number and email ○ 844-772-3972 ○ [email protected] ● If they decline we take a message ProMonitor Calls ● Provide the caller with the ProMonitor email ○ [email protected] ● If they insist on talking with someone then transfer to 403-351-7739 ProTrend Calls ● Provide the caller with the ProTrend number and email ○ 844-256-1317 ○ [email protected] ● If they decline we take a message Sales Calls ● Announce the call to sales at 403-351-7731 ● If no answer transfer to reception
2.1. Supply answering service with phone list for all staff, Customers call main line/main (403.705.7500 / 855-426-6380) number during office hours and answering service routs call during office hours. Suggest Damir / Elena supply list of all their personnel with either office or cell # to be answered or leave a voice mail during office hours. After hours – call directed to appropriate support only. These hours are also listed in the software login page. Customers will leave a voice mail for everyone but NetFlow. NetFlow calls are answered 24 hrs per day but if unanswered also go to voice mails. The voice mails are handled as follows; The support emails below are all funneled through FrontApp. [email protected] [email protected] [email protected] Currently the number for ProChart is forwarded to NetFlow. If no one picks up the live call there is a customized voicemail letting the caller know that they have reached the NetFlow voicemail and to leave a message. The voicemail is forwarded in a .wav file to [email protected] and received through Front and the NetFlow team looks into it. ProTrend phone number - No one picks that one up and goes directly to a generic voicemail. The voicemail is forwarded in a .wav file to [email protected] and received through Front where the Front Line Services team looks into it. This is all done some how through the Mitel 3300 automatic direct function. We also have a "[email protected]" address for client feedback to software team.
3. Canada 1 - 855.426.6380 (SmileDog - current 3rd party answering srvc.) Main: 403.705.7500
3.1. Office hours 403.705.7500
3.1.1. 1. Sales: 403.351.7730 (Robel)
3.1.1.1. answer / message
3.1.2. 2. Software -office hours
3.1.2.1. ProChart 844.772.3972
3.1.2.1.1. answer / message
3.1.2.2. ProTrend 844.256.1317
3.1.2.2.1. answer / message
3.1.2.3. ProMonitor
3.1.2.3.1. One Call 855.622.2237
3.1.2.3.2. Integrity
3.1.2.3.3. Schematics
3.1.2.4. 1. NetFlow 866.823.6384
3.1.2.4.1. answer / ticketing system
3.1.3. 3. Individuals Standard spell First name - forwarded to office land line or cell?
3.1.3.1. answer / message
3.1.4. 4. Accounting / Invoicing
3.1.4.1. answer / message
3.1.5. 5. Reception - InterConn
3.2. After Hours
3.2.1. 1. NetFlow 866.823.6384
3.2.1.1. answer / ticketing system
3.2.2. 2. ProChart 844.772.3972
3.2.2.1. ticketing system
3.2.3. 3. ProTrend 844.256.1317
3.2.3.1. ticketing system
3.2.4. 4. One Call 855.622.2237
3.2.4.1. ticketing system
4. US Locations 833.294.6527 (currently Robel - sales line)
4.1. Office Hours
4.1.1. Tyler, Texas 903.510.8000
4.1.1.1. 1- ChartsAdmin
4.1.1.2. 2 - Sales
4.1.1.3. 3 - Field services
4.1.1.4. 4 - Well Stream
4.1.1.5. 5 - System Operator
4.1.2. Houston, Texas (LaPorte) 833-294-6527 Robel - 1 call every 2 week
4.1.2.1. Admin
4.1.2.2. Sales
4.1.2.3. Individuals
4.1.3. 1. Girard Ohio 330.539.4267
4.1.3.1. 1 - Field Services
4.1.3.2. 2 - System Operator
4.1.4. 0 - at anytime for Operator
4.1.5. 2. Bossier City, Louisiana 1 318-746-2404
4.1.5.1. 1 - Lab Services
4.1.5.2. 2 - Field Services
4.1.5.3. 3 - Calibration Services
4.1.5.4. 4 - Accounting
4.1.5.5. 5 - Sales
4.1.5.6. Full Well Stream Services
4.1.6. 3. Indiana, Pennsylvania 724.349.8133
4.1.6.1. Message
4.1.6.2. 2 - Chart Services
4.1.6.3. 3 - Sales
4.1.6.4. 4 - Field Services
4.1.7. 4. Stonewood, West Virginia 304.623.0020
4.1.7.1. 1 - Operator or Extension
4.1.7.2. 2 - Accounts Payable
4.1.7.3. 3 - Accounts Receivable
4.1.7.4. 4 - Charts Processing
4.1.7.5. 5 - Equipment Sales
4.1.7.6. 6 - Field Services
4.1.7.7. 7 - Lab Services
4.1.7.8. Sales and Invoicing
4.1.8. 5. South Charleston, West Virginia
4.1.8.1. Admin
4.1.8.2. Sales
4.1.8.3. Individuals
4.1.9. 6. Washington, Pennsylvania 1 724-249-2989
4.1.9.1. 0 - System Operator
4.1.10. 7. Reception - Interconn
4.2. After Hours
4.2.1. 1. NetFlow 866.823.6384
4.2.1.1. answer / ticketing system
4.2.2. 2. ProChart 844.772.3972
4.2.2.1. ticketing system
4.2.3. 3. ProTrend 844.256.1317
4.2.3.1. ticketing system
4.2.4. 4. One Call 855.622.2237
4.2.4.1. ticketing system
5. From Kourosh 1-800 numbers being billed 844-256-1317 ProTrend 844-750-0568 Diane Grant 844-772-3972 ProChart 844-780-1655 Attendant 0 - Magda 844-835-9977 Gasana Accts Pay - Attendant 855-261-7811 587-892-4236 Vanessa 855-426-6380 Calgary Office 855-622-2237 One Call 866-823-6384 NetFlow Support 833-294-6527 LaPorte (Robel) 833-769-6649 Attendant 0 - Magda
6. Phone System
6.1. Canada 855.426.6380 Main: 403.705.7500 Answering service - xfer to personnel - xfer to software support lines (as indicated)
6.1.1. Personal Phone
6.1.1.1. Answer /after hrs - leave msg
6.1.2. 1. Software support
6.1.2.1. 1. NetFlow 866.823.6384
6.1.2.1.1. 24 hour support answer / voice mail to ticketing system
6.1.2.2. 2. ProChart 844-772-3972
6.1.2.2.1. support answer / voice mail to ticketing system
6.1.2.3. ProTrend 844.256.1317
6.1.2.3.1. support answer / voice mail to ticketing system
6.1.2.4. 4. One Call PM 855-622-2237
6.1.2.4.1. support answer / voice mail to ticketing system
6.1.3. 2. Sales (Robel)
6.1.3.1. Answer / leave msg
6.1.4. 3. Accounting
6.1.4.1. 1. Receivables
6.1.4.1.1. Answer / leave msg
6.1.4.2. 2. Payables
6.1.4.2.1. Answer / leave msg
6.1.5. Spare
6.2. US Locations 833.294.6527 (currently Robel - sales line)
6.2.1. 1. Software Support
6.2.1.1. as per Canada
6.2.2. 2. Office Locations
6.2.2.1. Tyler, Texas 903.510.8000
6.2.2.1.1. 1. Charts / Admin
6.2.2.1.2. 2. Sales
6.2.2.1.3. 3. Field Services
6.2.2.1.4. 4. Well Stream
6.2.2.2. 2. Houston (merge with Tyler possibly Houston, Texas (LaPorte) 833-294-6527 Robel - 1 call every 2 week
6.2.2.2.1. 1. Admin
6.2.2.2.2. 2. Sales
6.2.2.2.3. 3. Individuals
6.2.2.3. 3. Girard 330.539.4267
6.2.2.3.1. 1. Field Services
6.2.2.3.2. System Operator - Reception
6.2.2.4. 4.Bossier City, Louisiana 318-746-2404
6.2.2.4.1. 1. Lab Services
6.2.2.4.2. 2 - Field Services
6.2.2.4.3. 3 - Calibration Services
6.2.2.4.4. 4 - Accounting
6.2.2.4.5. 5 - Sales
6.2.2.4.6. Full Well Stream Services
6.2.2.5. 5. Indiana, Pennsylvania 724.349.8133
6.2.2.5.1. 1- Chart Services
6.2.2.5.2. 2 - Field Services
6.2.2.5.3. 3 - Sales
6.2.2.6. 6. Stonewood, WV 304.623.0020
6.2.2.6.1. 1 - Lab Services
6.2.2.6.2. 2 - Field Services
6.2.2.6.3. 3 - Charts Processing
6.2.2.6.4. 4 - Equipment Sales
6.2.2.6.5. 5. Sales and Invoicing
6.2.2.6.6. 6 - Accounting
6.2.2.7. 7. South Charleston, WV
6.2.2.7.1. 1. Admin
6.2.2.7.2. 2. Sales
6.2.2.8. 8. Washington, WV 1 724-249-2989
6.2.2.8.1. 1 - System Operator
6.2.3. Spare