1.4.21 Accounts Management and Compliance Service Systems Administrators/Analysts Handbook

1.4.21.1 (04-01-2007)
SYSTEMS ADMINISTRATORS /
ANALYSTS OVERVIEW

  1. The Systems Administrator / Analyst is responsible for managing the Automated Call Distributor (ACD) functionality for Accounts Management and Compliance. The administrator / analyst is responsible for workforce management, accountable to assist in the plans and to oversee the delivery of employee adherence in order to provide a level of service that the individual organization requires. The first subsection of this guide is intended to provide an overview of the responsibilities of the positions. Some subsections are directed to a specific operation identified in the title subsection.

    Note:

    Currently the responsibilities of the systems administrators / analyst vary from site to site even within the same BOD. This IRM is intended to provide an outline of guidelines for the SA positions. Specific directions on “how to information” should be provided directly from the local site under the direction and guidelines provided by the JOC, BOD and Directorate. Vendor user guides should also be used as a reference to provide the required information necessary to complete the task associated with the various components of the call site environment. .

  2. This subsection applies specifically to System Administrators and Analysts in Accounts Management and Compliance. It provides operational objectives, various techniques, methods and guidelines for managing the call site. It is to be used in conjunction with the general guidelines provided by JOC (Joint Operation Center), the BODs (Business Operating Division) and your Directorate. It is not intended to circumvent their authority. The JOC web address is JOC web and many of the web sites referenced in this IRM can be found on the JOC web site. The 2007 Program letters for WI, SB/SE and ACS respectively can be found at 2007 WI Program Letter and 2007 SBSE Program Letter. Currently most changes, (i.e., major staffing changes, CCTs (Call Control Tables) and the VRU (Voice Response Unit)), to the ACD must be coordinated with or completed by the aforementioned group. Prior to Enterprise Queue the SA could still change agent assignments, create teams and standard agent groups without discussion from the group above. Effective with Enterprise Queue, sites must request these changes through JOC on the standard Excel spreadsheet ( Excel Spreadsheet).

1.4.21.1.1 (04-01-2007)
Definition

  1. The Group/Unit Supervisor (Program Analyst) is responsible for assigning, directing, and reviewing the work of subordinate employees; planning, scheduling, and coordinating work operations; planning and carrying out the training and development of employees; evaluating subordinate employee work performance; and performing all other related administrative functions. See Position Description (PD) (91716) and classification IR-0301-6 for additional information.
  2. The Program Analyst (Telephone Systems Administrator) ensures that a variety of duties essential to the effective operation of the call site are performed; provides technical and administrative support to lower graded systems analysts; and works closely with call site management on planning and delivery of performance objectives. See PD (94752)and classification GS-343-12, for additional information.
  3. The Telephone Systems Analyst(Customer Service System Analyst) The Systems Administrator provides technical and administrative support to the System Analyst, who performs a wide range of system functions essential to the effective operation of the call site. The work performed by the System Analyst supports the efforts of the Systems Administrator in areas such as staffing, scheduling and performance monitoring. See PD (94732) and classification GS-301-11, for additional information.
  4. The Telephone Systems Analyst(Customer Service System Analyst) The duties of this position are performed under the guidance of the higher graded Systems Analyst and the System Administrator. As such, this analyst is learning to perform a wide range of system functions essential to the effective operation of the call site. The incumbent supports the efforts of the higher graded Systems Analyst and System Administrator in areas such as staffing, scheduling and performance monitoring. See PD (94731) and classification GS-301-09, for additional information.

    Note:

    This information is based on the PD description. The structure and responsibilities of the SA staff varies from site to site.

  5. TheBusiness Application Administrator (BAA)engages in a variety of functions related to the Contact Recording system. Each site will designate a BAA to support and administer the Contact Recording System. Some sites may assign these collateral duties to the Systems Administrator / Analyst or another individual in the site.

    Note:

    This collateral duty is not necessarily the responsibility of the site SA as defined by this IRM.

1.4.21.1.2 (04-01-2007)
Roles and Responsibilities

  1. Your roles and responsibilities as a Systems Administrator / Analyst for all sites include the following:
    1. Provide JOC/BOD/Directorate the required staff information for forecasting staffing projections. Review the planning period requirements to ensure that the pattern of actual staffing is consistent with the Intra-day pattern scheduled (percentage spread across the half hours). Determine if additional training should be planned and/or changes in tours of duty need to be made;
    2. If training is required to meet application requirements, work closely with the Operations Manager and the Training Coordinator to develop the training plan that can be accomplished without negatively affecting the application schedules. Additional training that cannot be done within the application schedules should be considered during periods of overstaffing or low call volumes. If required training cannot be performed within the application schedules, work with the Directorate Planning and Analysis and BOD staff for possible assistance from another site within the Enterprise;
    3. Plan adherence to the half-hourly staffing schedule for all applications developed by JOC/BOD/Directorate and report any circumstances which prevent adherence to the staffing schedule and any traffic demands that require deviation (additions, subtractions or reassignments) when required. Develop a methodology to account for slippage (employees time spent in non work or not ready status) by application to ensure that the requirements for each application are met and make every attempt to minimize the impact of unknown slippage on application staffing;
    4. Schedule read time, meet time and all off phone activities to meet the customer demand as displayed in the application requirements. After all steps have been taken, determine if a pattern change or a revision to the peak application requirements should be requested;
    5. Ensure employee data is current, accurate, and follows the standard operating guidelines for the workforce management software. Establish a communication strategy with local management for personnel actions that affect the accuracy of the employee data;
    6. Ensure the ACD system is opened and staffed to receive incoming calls per the site schedule, review JOC and other associated web pages for instructions, information and update JOC daily contact information
    7. Monitor the system and report system problems to JOC and the associated vendor if applicable, per the instructions on the JOC web page;

      Note:

      Alternate procedure required for services Outside Principal Period of Maintenance (OPPM). This procedure can also be found on the JOC web page (ITS),http://joc.enterprise.irs.gov/new/josh/operations/Aspect%20Contract%20Emergency%20Procedures%20-%20r1217.doc OPPM Procedure

    8. Monitor the actual demand compared to planned demand using ACD monitoring software such CustomView Director or WebView. Monitor site action items notated on the Joint Operations Center Operations log. Note unusual demand patterns and research to determine if employees should be moved to other applications. Be prepared to move employees to or from non-phone activities based on current demand;
    9. Promote adherence to schedule by ensuring that all employees are aware of the impact that non-compliance has on delivery of application adherence, services, etc. Alert management for appropriate action when it is noted that adherence to schedule is affecting service goals. Coordinate with management in scheduling any activity that impacts the site’s ability to meet the application requirements;
    10. Run necessary reports to supply local, directorate and headquarters management sufficient information for planning staffing needs to meet phone and non-phone activities and to access actual performance of scheduled employees. Examples of reports from the eWorkforce Management Software (eWFM) include Intra-Day Timeline, Agent Availability, Agent Activity, and Ready Report. Example of a report from the Real-time Adherence Software (RTA) is the Alarm Summary Report;
    11. Develop reports to aid in the achievement of goals and measures. Items of concern may be improper transfers, average handle time, and percent of time spent in hold or wrap. Provide information regarding systems operation and the call routing process
    12. Customize CustomView screens/canvasses as needed to aid in the achievement of the goals and measures. Respond to inquiries and requests for information from management;
    13. Assist JOC/BOD/Directorate with resource allocations (request to increase, decrease or change agent group to meet demand) and complete actions required (such as sign in extension at site on selected agent group when required, i.e., 92 for emergencies);
    14. Review and run the reports from the system (i.e. Ready Report, Weekly Staffing, Planning Document, Group Staffing Requirement, etc.) to determine if the operation is achieving its goals (i.e. adherence to schedule and others outlined on the JOC web page) and identify problems that may exist with the system. Distribute reports to the appropriate managerial levels. This includes the TRIS /ICCE (Telephone Routing Interactive System / (Integrated Call Center Environment) MIS reports where applicable. The TRIS /ICCE MAR reports will generate under the appropriate Directorate, based on the Business Operating Division (BOD) of the account. Meaning, one consolidated Management Action Reports (MAR) for all call sites within the Directorate, no site specific report. The Planning and Analysts (P & A) staff will determine who within the directorate is to work the MAR. See IRM 21.2.1.4.22.8 for the sites designated and their area of responsibility. In addition Client Reports from the TRIS /ICCE system may be required to identify VRU (Voice Response Unit) call patterns for a particular application (e.g. Call Type, Product Line);
    15. Provide assistance to managers and employees in association with the system, including all components i.e. eWFM, CustomView, ETD, Crystal reports, etc., when required. This includes creation and deletion of user extensions, profiles and passwords on the ACD, ACS and other systems where applicable. Conduct training in these software packages when appropriate;
    16. Check voice port utilization, when applicable;
    17. Check voice disk space, when applicable, to insure standard operation of the announcements on the ACD. Ensure messages are retrieved/removed from the ACD, when applicable;

      Note:

      The problems with the percentage (always 100 %) on Aspect 7.2 should be resolved with the next upgrade.

    18. Monitor the system and correct or report anomalies (i.e., long wrap or idle time conditions, long call waiting, hung trunks, etc.);
    19. Request and distribute hardware (i.e., headsets, phones, voice tubes, etc.) required to support the operation of the ACD. Maintain an inventory of replacement and disposable items for the ACD. The procedures for Headset Repair/Replacement and Aspect TeleSet Replacement can be obtained from the JOC Website at Headset Repair/Replacement and Teleset Replacement respectively;
    20. Ensure the ACD system is closed to incoming calls per the site schedule and all calls currently in the site are cleared from the queue. Make sure that all users sign-off the system at the end of their tour of duty;
    21. Complete or ensure completion of maintenance on the ACD system and its components as scheduled or when required (i.e., database backups, voice system backups, power downs, power ups, etc.).
  2. Your roles and responsibilities as a Compliance Systems Administrator / Analyst also include the following:
    1. Check the ACS/ICS Parameter File for the correct date and cycle;
    2. Ensure that Query Management Facility (QMF) queries are in place to assist in managing the ACS site priority inventory. The queries will be based on current ACS business rules;
    3. Manage the ACS training database to ensure that new employees are assigned and removed after training is accomplished and;
  3. Your roles and responsibilities as a Business Application Administrator (BAA) include the following:
    1. Maintain the Contact Recording database;
    2. Approve On-Line 5081 for system access;
    3. Add, delete and modify user profiles (see subsection 1.4.21.1.2.8 (2) for details);
    4. Add, delete and modify group and individual profiles (see subsection 1.4.21.1.2.8 (1) for details;
    5. Add, delete and modify evaluation forms;
    6. Generate reports;
    7. Coordinate Freedom of Information Act (FOIA) requests for recording;
    8. Download recordings as necessary ( see subsection 1.4.21.1.2.1 for details);
    9. Monitor the system and report system problems to JOC (see subsection 1.4.21.1.2.3 for instructions and knowledge base tables).

1.4.21.1.2.1 (04-01-2007)
BAA: Requests for Downloaded Contacts:

  1. It will occasionally be necessary to download and store or download and share copies of recorded contacts. Each site will identify users to be profiled for download permissions.
  2. The ability to download contacts in a site must be limited to the Business Application Administrator(s) (BAAs) in the site who have been given the specific assignment of downloading contacts. Generally, this should be limited to 2 BAAs and 2 back-ups in each site. All BAAs must have secure E-mail capabilities.
  3. The BAA can provide an Ultra user download permissions by updating the user’s Contact Recording profile in the Management Tools application. Under the “Rights” tab, the BAA will select ” Download and Send.” A modified 5081 is not required to make this change but each site should maintain a list of those individuals with download capability. This capability allows the individual to download both audio (.wav) and screen (.avi) files from the system.
  4. In addition, each site should identify and request access to the Download Administrative Group for two members. Members of the Download Administrative Group have permission to store contacts on the Contact Recording Servers in an SBU (sensitive but unclassified) folder. Those designated for access to the Download Admin. Group may also have download permissions to help facilitate the downloading and storing of contacts. A 5081 is required for access to the Download Administrative Group.
  5. Requests for downloading a contact should be in writing. Form 13817 is available for this purpose but a request by memorandum or E-mail containing the same information as in the Form 13817 is acceptable. Verbal requests should not be accepted; however, the BAA may complete the Form 13817 and then initiate the download as long as the requester has been verified. Fax and E-mail requests will suffice as documentation as long as the requester has been verified and the document contains all information necessary to complete Form 13817.
  6. Contacts will be downloaded in the following situations:
    1. TIGTA Request (see subsection 1.4.21.1.2.2 below for details)
    2. Freedom of Information Act (FOIA) (see subsection 1.4.21.1.2.3 below for details), and
    3. Management Requests (see subsection 1.4.21.1.2.4 below for details).
  7. Procedures for Saving Downloaded Contacts: Copies of the downloaded contacts and the original request (form, memo or E-mail) should be saved in one of three locations. Follow the job aid instructions located on the Accounts Management Web Site for storage, maintenance, and retention of downloaded contacts. Follow this link http://win.web.irs.gov/accountsmgmt/amdocs/Form_to_Request_a_Downloaded_Call.pdf for a copy of the form to request a downloaded contact.

1.4.21.1.2.2 (04-01-2007)
TIGTA Request

  1. TIGTA will occasionally request that a contact be downloaded and provided to them. These requests are often made in person, by phone, fax or E-mail.
  2. If the request is made via fax or E-mail, the request must contain the following:
    • Reason for request
    • Date of call
    • Agent Name or Badge Number
    • Site Name
    • Start Time of Call
    • Name of Requestor
    • Organization Symbols
    • Function
    • Signature of requestor
    • Date of request

1.4.21.1.2.3 (04-01-2007)
Freedom of Information Act (FOIA)

  1. Under the Freedom of Information Act, each taxpayer has the right, subject to certain limitations, to access records and documents maintained by the IRS.
  2. FOIA requests are handled by the Disclosure Office.
  3. Written requests must contain the following:
    • Date of the call,
    • Name and Identification Number of the Employee,
    • Approximate time of the call,
    • Taxpayer identification (name, address, TIN, etc.)
    • Requests that do not contain this information cannot be processed

      Note:

      Do not download screen (.avi) files in FOIA request. Screen files cannot be edited to prevent unauthorized disclosure.

1.4.21.1.2.4 (04-01-2007)
Managerial Requests

  1. Management may request that a recorded contact be downloaded. The reason for the request must be stated clearly on Form 13817, Form to Request a Downloaded Call, and must be approved by the local Field Director or authorized delegate. In general, reasons for these downloads are to retain the call for a period longer than the minimum system retention period (45 days) or to provide a copy of the contact to another party when necessary (TIGTA, LR, etc.).
  2. Below are examples of valid request:
    • Employee disputes the EQRS DCI, meets with the manager (with or without a representative) and there is disagreement over the content of the call. Management expects this review to be disputed at the time of the annual evaluation.
    • Gross employee misconduct.
    • Evidence of potential criminal intent by the customer or employee.
  3. Below are examples of requests that should be denied:
    • Singular customer complaint
    • Singular performance issue
    • “Just in case” requests

1.4.21.1.2.5 (04-01-2007)
Download Approval

  1. Once the request has been reviewed and determined to be valid, the request should be routed to the Director or a designated representative for approval. Approval authority may be extended to the local Operations Manager or Department Manager. The download can take place once approval is received.
  2. Exception for TIGTA requests - so as not to delay investigations, it is not necessary to obtain Director/Op. Mgr or delegate approval prior to the download being completed and provided to the TIGTA.

1.4.21.1.2.6 (04-01-2007)
Downloading Contacts

  1. Step-by–step instructions are found on the SERP Contact Recording page under IRM Supplements. Step-by-step instructions for Downloading Contacts
  2. Follow these instructions when placing files on CD or storing downloaded contacts. Storage of downloaded contacts on the secure SBU storage space of the Contact Recording server must be coordinated with the CR Download Admin Security Group member representing your site.
  3. If the requester has secure E-mail, the downloaded contact may be sent via secure E-mail with Encryption and Digital Signature. If the requester does not have secure E-mail, save the contact on a CD to be hand delivered or sent via USPS to the requester.

1.4.21.1.2.7 (04-01-2007)
Record Keeping and Storage of Downloaded Contacts

  1. The BAA should keep a record of all requests for download as they are subject to subsequent review. Audit trail logs are created when downloads are made, which are subject to subsequent review. Specific instructions regarding Freedom of Information requests received from taxpayers will be contained in the !RM 21.1.3.17.1.
  2. All requests (forms and E-mails) for downloaded contacts that are held for retention should be reviewed quarterly (every 90 days) to determine the need for continuing file retention (the downloaded and stored contact). It will often be necessary to contact the initiator of the request to determine the need for ongoing storage. Contacts deemed no longer necessary for retention will be deleted from SBU storage. The Forms 13817 and similar documents will be stored according to document retention requirements or a minimum of five (5) years after the call has been deleted.

1.4.21.1.2.8 (04-01-2007)
Managing Users in Contact Recording

  1. Ultra Management Tools: Users are managed using Ultra Management Tools.
    • Only users with permission to “Manage Users” have access to Management Tools.
    • Managers, analysts, system analysts, leads, BAA’s are considered users in Management Tools and will be found on the “Users” tab.
    • CSRs and leads who answer phone calls are considered agents and will be found on the “Agents” tab.
    • The “Group” tab contains group information to associate agents to managers. All new CSR’s will need to be assigned to a Group so that calls will be delivered to the correct manager for review.
    • Each new user added to the system must be validated against the Active Directory Domain (DS). If the employee has not yet been added to the DS domain, they cannot be added to the database.
    • CSR’s will have no permissions assigned (Workflow tab).
    • When CSR’s move from one group to another, check and uncheck the groups on the Group tab as appropriate.

    Note:

    The information available on Contact Recording Help is often useful in answering questions.

  2. Deleting or Deactivating Agents:
    • When an agent leaves the service (retires, resigns), the agent should be deactivated for a period of 90 to 120 days. This will allow time for locating contacts by the agent in case they are needed for FOIA, TIGTA or other reason. After that time, the agent should be deleted. When deleting an agent, all association of the contact with that employee is lost. The actual audio or screen file still exists but must be located using date and time of call
    • A deactivated agent cannot be re-activated. The name of a deactivated agent does not appear in the search page, however, you can search for inactive agents in Quality by selecting the relevant <All> option the Group(s) and Agent(s) parameter. In the Transactions and Customer Xperience, select the <Any> option in the Agent Name parameter in the Advanced Data subsection to find the agent’s recorded contacts
    • When a manager leaves the service (retires, resigns), the manager should be deleted.
    • Anyone in Contact Recording (managers, agents, leads, BAAs, any reviewer) who is detailed out of their position and is expected back should not be deactivated. For these situations, all permissions on the Workflow tab should be unchecked and all group association or access on the Group tab should be unchecked. That will prevent the users from accessing Contact Recording and will remove agents from groups where they have been detailed out. When the person returns to their position, check the appropriate permissions on the Workflow tab and check the appropriate group association or access on the Group tab.

1.4.21.1.2.9 (04-01-2007)
BAA: Trouble Shooting Guide:

  1. Purpose of this Guide: Capture known and suspected fixes for problems experienced in the Contact Recording operation. Many factors can impact the successful performance of the Contact Recording application. In the past, the majority of problems have been referred to JOC IT for resolution. Now, all Contact Recording problems will be opened through tickets submitted through the MITS Operations Support GetServices website on the “My Technology ” page (ITAMS ticket).
  2. When submitting a Help Ticket for a problem experienced with Contact Recording, you should describe the problem in detail. You must make a distinction between audio (voice) and/or screen capture problems or both. Depending on the problem encountered, you should be submit computer names, Instrument Numbers, Acquisition Module Numbers, Screen Acquisition Module Numbers, Channels, affected CSRs by name, SEID and when the employee will be taking calls. Please include the number of users and agents affected. For example, if agent calls are not being delivered to the inbox, please identify the number of agents with calls not being delivered in addition to the number of users (leads and managers) affected. Specific examples should be provided to help resolve the issue. If individuals other than BAA’s submit tickets, the BAAs should be informed and identified as the POC whenever possible.

    Note:

    See the tables below to determine what action should be taken. In addition see the Trouble Ticket Check-sheet at the end of the table. See exhibit 1.4.21- 15 for the version that includes graphics.

  3. In Verint Version 9.X, there are 5 software installation packages. When submitting a ticket to have software installed, specify which package is needed:
    1. BAA Reviewer Package – BAAs who also review contacts,
    2. BAA Package – BAAs who manage users only,
    3. CSR Reviewer Package – Lead CSRs – those who take and review calls,
    4. CSR Package – CSRs, and
    5. Reviewer Package – managers and other personnel who perform reviews.

    Note:

    See the BAA Trouble Ticket Check List below following the Contact Recording BAA Troubleshooting Knowledgebase, item number 5. “What Software package is involved?”

  4. General trouble-shooting and System Maintenance: BAAs- Perform daily open searches on ULTRA under Transactions (last several days for all agents).
    1. Review for contacts with agent information (other than open contacts). If no name but with CTI data, the agent may not be in the database. If no name and no CTI data there are other problems.
    2. Review for contacts with screen. If there are no recent contacts with screen, this is an indication of problems. As a general rule, 10% of contacts should have screen (more or less 10 per page).
    3. Review for agents with greater than 10% screen capture and return to the system setting. (If individual agents receive more than 10%, the remaining staff will have less opportunity for screen capture).
  5. General trouble-shooting and System Maintenance: Managers- Routinely check the inbox to ensure agent contacts are being delivered.
    1. Always report to the BAA if an agent’s contacts fail to show up in your inbox and the employee is working and on the phones,
    2. Always report to the BAA if an agent consistently has no screen recordings,
    3. If moving agents to new work-stations, notify the BAA and monitor calls to ensure that audio and screen is successfully being captured.
    Contact Recording BAA Troubleshooting Knowledgebase
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    1. Numerous sessions recorded with mostly short durations and no CTI data (no App, DNIS, Router Call Key).
    These incomplete sessions are not delivered to In-boxes.    		 System has lost a link with the PGs or CTI servers. System records in VOX mode and does not receive start or stop events. Calls are therefore in bits and pieces. If manager notices agents not appearing in in-box, alert BAA Open a ticket to report the problem. Identify the number of individuals impacted.
    2. Incorrect CSR’s voice associated with a contact segment Channel mapping problem. Channel mapping must be validated.
    With ver. 9.2, in some cases where agents have switched desks or where workstations are shared, this problem has occurred. You will know this because the agents using the workstation are the ones involved with the wrong voice associated with the identified agent.    		 Verify that this is not a coaching session with another agent demonstrating. Report observed problem to BAA. Provide the workstation and if there has been recent relocation of employees and/or computer maintenance. Provide names of assistor recorded and of assistor identified on the segment. Open a ticket to report the problem. Provide the Acq. Module, Channel, Teleset ID, CSR Name/s.
    Temporary fix is to have BAA/local MITS run the RegModify Script (the problem will likely return). .
    3. Audio stops in the middle of a conversation. Audio portion of call stops abruptly before the end of the conversation. May be problems on a specific channel.
    Application Server may need to be recycled — re-booted.    		 Verify that the Stop Recording button was not pressed and that the CSR or TP did not disconnect. Report observed problem to BAA. Identify time and contact information (Contact ID #). Open a ticket to report the problem. Provide examples; CSR names, number of CSRs impacted, Acquisition Modules, Teleset ID, etc
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    4. No calls are being recorded and the agent is not listed in the ULTRA Search drop-down box of agents. CSR not in CR database as an agent. Report observed problem to BAA. Advise the BAA that the agent does not appear to be in the database or the database information may not be correct. Provide the Agent name and SEID In Management Tools, check the CR database to ensure CSR is listed as an agent with the correct SEID. Ensure SEID entered in PBX ID and Login. Add agent or make corrections as appropriate. (Note: in some cases the information appears correct but their may be a space entered following the PBX ID that causes the information to not match)..
    5. No calls appear in the inbox for an agent. The agent is listed in the ULTRA Search drop-down box of agents. The correct software may not be loaded on the agent’s workstation or may be loaded incompletely. If manager notices agent contacts not appearing in the in-box and the agent has been at work and taking calls, alert the BAA. Check for recordings by running a search for contacts by Extension ID (Teleset Instrument #). If contacts are found, see item (6.).
    If contacts are not found check machine for proper software. If proper software or version is not present, have local MITS load software. Run the RegModify script to associate workstation with the Teleset.

    (Note: in some cases the software appears to be correct but may have not fully loaded. Reloading the software will generally work. If this still does not work local and/or there are identified problems during the software installation, MITS may need to re-image the workstation).
    6. Calls overlap within one contact. Multiple calls may be identified as one. Loss of CTI data identifying the end of the prior call. Report to the BAA. Open a ticket to report the problem. Server will need to be rebooted.
    7. CSR Name is not associated with the calls – can locate calls by acquisition module and channel or instrument number and the voice is correct. CSR name and/or SEID may not be correct in the database.
    CSR is not in the CR database.
    CSR is not in the ICM database.
    CR and ICM database don’t match.    		 If manager notices agent contacts not appearing in the in-box and the agent has been at work and taking calls, alert the BAA. Check for and correct any problems in the CR database. RegModify script should be run on the computer to correct the registry entries .
    Check database to be sure CSR entered correctly.
    Open a ticket to report the issue if the problem persists.
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    8. No calls for specific instrument numbers Physical connection could be loose. Cable could be bad. Channel mapping could be incorrect or mixed. Contact BAA. Open a ticket to report the problem. If BAA has Access to VAMs, visually inspect cable connections in range of Teleset instruments. Do not attempt to reset the connections. Report issue to MITS.
    9. Low CSR voice volume as contacts are played back. Recording system is not picking up voice on the line or is at a very low level. Adjust the outbound voice volume up for soft-spoken CSRs (control on the headset’s control box).
    Rreplace clogged Aspect voice tubes.
    Consider swapping the teleset and see if volume improves.
    If all voice is low, try adjusting the Reviewers PC volume up.
    Otherwise, refer to the BAA.    		 There is a voice control setting in Aspect and in Contact Recording. Aspect SA may be able to adjust Aspect voice control. Open a MITS ticket to have the Contact Recording voice control adjusted.
    10. No audio when trying to play back a call. Voice analyzer has a “flat-line” . Physical connection to VAM could be loose.
    Teleset mike/boom could be bad.
    Channel mapping could be incorrect or mixed.    		 Contact BAA. Swap/Test to ensure mike/boom is working correctly and listen to live and recorded calls. When live calls are audible and the VAM receives a different signal, this indicates there is still be a problem.
    If the voice analyzer continues to show a “flat-line” (no voice energy), a MITS ticket should be opened.
    Visual inspection of the VAM may reveal loose connections. If so, do not attempt to reset report the issue to MITS.
    Item # Symptoms Possible Causes/Information What Managers/Lead Should Do What BAA Should Do
    11. Receive message “Audio File Does Not Exist” when trying to play back a call. There are a number of factors that could cause this to happen. Contact BAA. Open a ticket to report the problem as soon as discovered. Provide examples; CSR names, number of CSRs impacted, Acquisition Modules, Teleset ID, etc. Current calls could be prematurely deleted if this problem is not fixed quickly.
    12. Error Message “Corrupted Teleconnect Configuration” when trying to access audio. This often is caused by a disconnection between the CTI server and the CR system and results in VOX recording with no CTI data. Contact BAA. Open a ticket to report the problem.
    13. No screen recording associated with audio segment. Registry entries are incorrect and preventing the workstation IP address from being communicated back to the CR server (this is an XP SP1 and XP SP2 issue).
    One registry may point to the wrong ACD if more than one ACD in a site.
    Local MITS can verify that HKLM\/SOFTWARE\/Verint\/ILA\/InfoLink IP registry key points to the Intellilink for the correct ACD.    		 Contact BAA. Re-run the RegModify script to ensure registry settings are correct.
    If the BAA has permissions, check the machine by running ILAQueryApp program (C:\/Program Files\/Verint\/ILA\/ILAQueryApp.exe). You will be prompted to enter the Teleset ID. If the IP is not returned, run RFBAgentFix script to correct the registry entry relating to IP addresses. Local MITS has access to this file and can perform these duties if the BAA cannot.
    Local MITS can verify that the HKLM\/SOFTWARE\/Verint\/ILA\/InfoLink IP registry key points to the Intellilink for the correct ACD.
    If still no screen, open a trouble ticket to report the problem and request that the screen analyzer/simulator be run on the workstation.
    Item # Symptoms Possible Cause/Information What Manager/Lead Should Do What BAA Should Do
    14. Indication that screens are available but screens do not open (no error message received). View Screens may not be selected in ULTRA Preferences.
    Also the SAM could be down or there may be network bandwidth problems.    		 Go to Preferences from the Home page. Select “Yes” under Display Screens if not selected.
    If this is not the problem, contact the BAA.    		 Check preferences to ensure “Display Screens” is checked and include “WITH SCREEN” in current column view. Preferences should also have “Consecutive Playback” checked.
    Check to be sure screens are not just minimized on the task bar. To keep screens on top, click pushpin in the video window to indicate “Always on Top” .
    15. Receive error message “Screen File does not Exist” . Screen file has been deleted. On old contacts, the screen file is generally the 1st file to be overwritten.
    If the contact is recent, SAM (Screen Acquisition Module) could be down.    		 If the screen file has been deleted, it cannot be recovered.
    Contact the BAA if the contact is recent.    		 If the contact was within the last 60 days, open a ticket to report the problem.
    If the contact is older, then it has probably been deleted and cannot be retrieved.
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    16. Screen play is erratic or frozen. There are a number of factors such as electronic interference that may interrupt the smooth flow of screen.
    LAN traffic is the most likely culprit if the situation is intermittent.
    The configuration for compression on the agent’s workstation may be set too low.    		 Close and reopen the link to the contact. If this fails, close and reopen Ultra at a different time of day.
    If the situation is consistent for a specific agent workstation, alert the BAA.    		 Open an ITAMS ticket for local MITS to check the configuration of compression on the CSR’s workstation. It should be set to high and may need to be changed to get the best screen capture
    17. Screen is frozen on the Screen Saver throughout the call even though conversation indicates PC action taking place. Likely cause is the agent took a call prior to logging back into the PC (returning from break or lunch). Screen recordation will be stopped in cases where screen inactivity is identified (windows screen saver). Screen never recorded. Review contact without screen capture. N/A
    18. Cannot add/validate a new user in Contact Recording. Employee has not been added to the domain and cannot log onto the network. You will not be able to add users until they have a domain account set up and can log onto the network.
    When adding users to CR, validation is made through DS domain at irsnet.gov. Location used to be the local domain but since Active Directory was implemented, validation must go through ds.irsnet.gov.    		 Ensure that employee is being added to the DS domain. Open Help Desk Ticket with MITS requesting that the employee be added to the DS Domain.
    19. No Stop on Demand (SOD) button. Verint software has not been loaded. Contact the BAA. Check Add and Remove Programs to ensure Verint software has been loaded. If Verint software is not loaded, contact MITS Help Desk to open ticket to have software loaded.
    20. Stop on Demand button does not work. The SOD configuration is incorrect. Registry entry is incorrect:
    HKLM\/SOFTWARE\/Comverse\/RGC\/CurrentVersion\/Private\/ServerAddress
    HKEY_USERS\/.DEFAULT\/Software\/Comverse\/Record on Demand\/CurrentVersion\/Private\/Defaults\/Extension    		 Contact the BAA. Check configuration to be sure SOD has the correct Aspect Instrument Number.
    For 9.2 sites, run SOD Script to make Registry corrections.
    There are two registry entries that control the functionality of the SOD. Server Addressshould be the DNS server name. The Extension should be the same as the Aspect teleset ID.
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    21. Stop Button click does not stop a recording – error message saying Current Call Cannot be Stopped. Generally, if the CRS presses “”OK” ” following the error message and then presses the stop recording button again the recording will stop successfully.
    If not the following might be the cause:
    If two ACDs, the incorrect ACD # or Intelliflow address may be in the registry entries.
    If registry entries correct, the software may need to be uninstalled and re-installed.
    If software (Verint) is not installed, open a ticket to have MITS install the software on the workstation.    		 Have CSR click the “Stop Record” button again. If this fails contact the BAA. Review the call that the CSR attempted to stop. Sometimes the CSR clicks numerous times and receives an error message even though the recording was stopped.
    Check configuration to be sure SOD has the correct Aspect Instrument Number.
    For ULTRA 9.2 sites, re-run the RegModify script for the correct ACD and then check to see if the stop works.
    If necessary to check registry entries, MITS will have to be contacted.
    If necessary to uninstall and reinstall, open a MITS ticket.
    If there is a physical Aspect Teleset change ( the teleset ID changes), open a ticket so that channel mapping can be corrected. Also the SOD may need re-configuring or re-scripting to correct the Aspect Teleset ID.
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    22. ULTRA review sessions stop functioning; hyperlinks unresponsive to mouse clicks. Network traffic/problem could cause the session to time-out or excessive time buffering in the voice and screens.
    Processor load is too great.
    Bandwidth problems.
    Cache on the workstation may need to be cleaned out.    		 If ULTRA becomes unresponsive, close all other applications, exit and re-launch ULTRA. This should clear the problem.
    If problem persists, open an ITAMS ticket with MITS and notify the BAA.    		 Contact local MITS to have workstation cache cleared.
    If no results, follow up with MITS on tickets regarding network problems.
    23. Excessive time buffering and downloading contacts. There are server issues. Server may need a reboot. Close the contact and reopen. If problem persists, contact the BAA. Open a ticket to report the problem. ASA will need to be contacted to reboot server.
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    24. ULTRA review icon does not launch a review session – error message “Page Cannot be Displayed/Opened” . Internet Explorer is pointed to an invalid server address.
    Network problems may cause sessions to time-out before connecting with ULTRA.    		 Check URL to ensure it is correct.
    If correct, attempt to launch program later.
    If problem persists, open an ITAMS ticket with MITS and notify the BAA.    		 Validate that the Internet Explorer shortcut icon for ULTRA points to the consolidated platform server in a consolidated site, or to the Application Server in a distributed server site.
    Validate that the Internet Explorer shortcut icon is pointed to the correct server address. For example, ultraflow4017.dal.swr.irs.gov
    25. ULTRA review Web site cannot be accessed with the ULTRA icon on a desktop in a remote location.. An incorrect URL/address is being used. Check URL to ensure it is correct. Contract BAA to ensure address is correct. Validate that the Internet Explorer shortcut icon is pointed to the correct server address. For example, ultraflow4017.dal.swr.irs.gov.
    Do not use IP addresses to access sites remotely. Use the server address.
    Determine the IP range for the workstation/laptop unable to access the server. (run “ipconfig from the command prompt). Provide that data to MITS.”
    26. ULTRA buttons only partially redraw on the screen. Buttons are just gray boxes. Corrupted profile. Open an ITAMS ticket. Local MITS will need to delete and reestablish the DS profile of the person experiencing the problem.
    Item # Symptoms Possible Causes/Information What Manager/Lead Should Do What BAA Should Do
    27. Certain search parameters are missing in ULTRA – Application for instance. Server was not configured uniformly and the missing parameter must be added. Report to BAA. Open a ticket to report the problem. An Ultra Administrator must correct the configuration for the server.
    28. The following error message is displayed at a review workstation when selecting calls: DUE TO AN INTERNAL ERROR YOU WILL NOT BE ABLE TO PLAYBACK. NOTIFY THE SYSTEM ADMINISTRATOR TO CONTACT VERINT. The ULTRA admin account may have been locked and must be unlocked in order for the system to playback voice and/or screens.
    The IIS must be configured to accept the range of IP address of the user trying to get access.
    Audio files are corrupted and not playable.    		 Contact the BAA. Close out of ULTRA and try again later. Check to see that user is accessing CR using the Server Address rather than the IP address.
    If cannot access using server name, open a ticket to report the problem. Have user try again later.
    If problem persists, could be server is not responding and would need to open a ticket and report the problem.
    If audio and/or screen files are restored from the VAMs to the UXP server, a reviewer will have to empty their Temporary Internet Files to be able to play the call back.
    29. Voice and screens are not synchronized.
    Screen may appear frozen or the screen may roll with out voice play.    		 This has happened when moving from Standard Time to Daylight Savings Time.
    It can also happen if the time on the VAMs and SAMs do not match.
    The CTI Server may be offline.    		 Contact BAA. Open a ticket to report the problem. Identify the number of individuals impacted.
    30. Calls are being cut off before the termination of the call. Could be a problem on the VAM that is causing the CR database to lose its communication with the VAM. Contact BAA. Open a ticket to report the problem. A re-boot of the VAM generally fixes this problem. Be prepared with examples; CSR names, number of CSRs impacted, Acquisition Modules, Teleset ID
    31. BAA’s are unable to access Forms Manager in Management Tools Possible problems involving the SQL (Structured Query Language) in locating/identifying the users’ data and/or rights N/A – This is a BAA issue Open a ticket to report the problem.
    BAA Trouble Ticket Check List
    1. Site Reporting Problem:
    2. BAA Name
    Phone Number:
    3. Describe problem
    A. Does it involve voice (Audio) capture, screen capture or both?
    B. Does it affect more than one workstation?
    C. When was the last time voice and screens were captured for the user(s)/systems?
    D. Is the user unable to successfully stop a call?
    E. Has the problem occurred before? If so, how was it resolved?
    4. Have the following information ready when you call JOC:
    A. Workstation Names(s)
    B. Aspect Instrument Number
    C. Acquisition Module
    D. Channel
    E. Screen Acquisition Module
    F. SEID(s) of affected employee(s)
    G. When will the employee(s) be on the phone. Today? Tomorrow? Date?
    5. What Software package is involved?
    A. BAA Reviewer — BAAs who also review contacts
    B. BAA Package — BAAs who only work with the database
    C. CSR/Reviewer Package — Leads — take calls and review calls
    D. CSR Package — take calls only
    E. Reviewer Package — managers and other personnel who perform reviews
    6. Confirm the following information about the database:
    A. Is the employee listed in the database?
    B. Is the employee listed as active?
    C. Does the employee’s SEID appear correctly in the PBX ID field?
    D. Is the employee associated to the correct group?
    7. Was the user’s PC recently refreshed or ungraded from NT to XP?
    8. Has the user recently changed seats?
    9. Did the user recently report problems with their Aspect Phone?
    10. Did the user recently report problems with their computer?
    A. Was the CPU replaced?
    B. Was the appropriate Contact Recording Software Package installed?

    1. If the computer is for a lead on CSR, was the computer configured with the Aspect instrument number?
    2. If the computer is for a Reviewer or BAA, was the script run by MITS after the software was installed?
  6. There are 5 installation packages for Contact Recording. When calling in a ticket to MITS Help Desk to have Contact Recording Software installed, specify which package should be used. They are:
    1. BAA Reviewer Package – BAAs who also review contacts
    2. BAA Package – BAAs who manage users only
    3. CSR Reviewer Package – Lead CSRs – take calls and review calls
    4. CSR Package – CSRs
    5. Reviewer Package – managers and other personnel who perform reviews
  7. Permissions Guide Notes: (See Table below Details)
    1. Filters - In the Customer Xperience and Transactions applications, users can be granted access to contacts based on a filter. Only contacts that contain the values defined in the filter will be visible to the user. When a user performs a search, the database retrieves only the matching contacts that the user has access to based on the defined filter.
    2. If the X is in bold (X), the task will be assigned based on software and tasks requested.
    3. Information — enter information to further identify users and their role, this information can be obtained from the special instructions subsection of the 5081.
    4. N/R — Not Required.
    5. Permissions listed here should be used as a guide. BAA should include any additional permissions when business justification is provided by local management.

      Note:

      See exhibit 1.4.21- 16 for the graphic version.

    Users BAA Manager Work Leader CSR/CR Acting Manager CQRS Reviewer Local Reviewer Analyst Department Manager Operation Manager
    Task Descriptions
    User - Properties - Applications
    Transactions X X X X X X
    Customer Xperience X X X X X X
    Quality X X X X X X X
    User - Properties - Rights
    All Rights
    Search: From Local Database X X X X X X X X X
    Search: From Remote Databases X X X
    Download and Send X
    Evaluate/Assess X X X X X X X
    Manage Forms X
    Evaluation Reports X X X X X X
    Manage Users X
    User - Properties - Filters
    Current Filters (see notes sheet)
    User - Properties - Groups
    Assigned Teams - check all that apply X X X X X X
    User - Properties - Workflow
    Transactions Views
    View: This month’s recording activity X X X X X X
    View: This week’s recording activity X X X X X X
    View: This year’s recording activity X X X X X X
    View: Today’s recording activity X X X X X X
    Customer Xperience Folders/Views
    Folder: Assessments X X X
    Folder: Customer Complaints X X X X
    Folder: Exception Contacts X X X
    View: This month’s exception activity X X X X
    View: This week’s exception activity X X X X
    View: This year’s exception activity X X X X
    View: Tod