| Receiving a new VCC Order ... | Getting a VCC Project Started ... | VCC Project Implementation ... | Implementation Continued ... | This & That ... |
|---|---|---|---|---|
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VRD/PQ for Current Platform, and ITS PremiSys for Legacy
What are the 2 Verizon Sales ordering systems for VCC?
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The PM & CS jointly develop the document.
Who develops the Scope Summary?
|
Scope Summary document
What is the name of document that must be approved by a customer to begin the Configuration/Build phase of a VCC Implementation project?
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The Configuration Specialist
Who schedules the business requirements call?
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The CxC/Account Team
Who submits the order forms for IPCC service & Resp Org (Toll-Free Responsible Organization) changes?
|
|
CPNI, VCC Pre-Implementation Assessment Survey, SIP TQ form
What are 3 documents in the VCC Sales order package?
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45, 54, & 60 Business Days
What are our VCC Published implementation Intervals?
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IPCC or IP Toll-Free, VILO, IP IVR, WebRTC &, Shared PIP
Name 3 connectivity types for VCC
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Shortly after the customer's cutover to VCC
When is the best time to send out a customer survey?
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10 business days
How many days of post implementation support does the VCC team typically provide?
|
|
Voice, E-mail, Chat, SMS, Work Item Routing
Name 3 VCC "Contact types"
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This step is completed after the first customer call: Once there is a requested due date and the complexity of the project is understood.
When does a PM submit a Project Metrics Request?
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VCC Administrator(s), IT & Network Support, Contact Center Manager (decision maker),
Trainer, Incident Manager, UAT/Test Staff, Engagement Manager, CRM/Database Administrator
Name 3 Customer Roles
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AYS - At Your Service
What Verizon Self-Help Knowledge Base can help with Clarity Processes and Procedures?
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"Unavailable" status
What "Status" is a user automatically place in after launching the MAX Agent console?
|
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Premium Self Service IVR, Basic Self Service IVR, Speech/ASR, QM, WFM, Personal Connection, CRM Driven Screen Pop, etc.
Name 4 VCC Advanced VCC services.
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The VCC Implementation Guide. It can be found in OneNote in the VCC-CCS Service Delivery notebook folder in the CCS VCC folder.
What guide should the PM be following throughout their customer project and where can that be found?
|
VILO (Voice Inbound Local Origination)
What is the name of the Process that must be completed to add a local 10 digit number to a Verizon Virtual Contact Center Business Unit for inbound call routing?
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What is Project Metrics / or Project Metrics Request
What process does CCS use to track and report overall project delivery performance?
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A guarantee of monthly system availability of 99.99%
What is the VCC platform performance level promise?
|
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A Toll-Free Corp ID or a CSP Service Instance ID
What customer identifier is used for ordering the VCC Business Unit?
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Toll-Free Network Manager or Network Manager
What is the Verizon Tool/Portal to look up and review VCC IP Terminations?
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Usually when Advanced Services are involved or another third party vendor is involved such as NiC.
When is a BRD (Business Requirements Document) needed?
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A 10-digit phone number configured in the BU to test connectivity, it is also displayed as the Caller ID during an agent transfer to a called party.
What is VCC Global Caller I.D?
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Sending a Billing Activation Verification email.
What is the step prior to sending out the Billing Activation notice?
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