New Message Center Q/A
A text/email alert will be sent out to your designated on-call technicians from the CMS Message Center. There will be one source code that the technician can save to their phones so that when the text/email is received from the Message Center, the technician will know it’s from CMS. A specific alert sound can be setup on their smart phones so the on-call technician knows the text/email is from the CMS Message Center. Outbound phone calls will no longer be made to the on-call technicians.
Q: How will I know if my on-call technician received the text/email message?
A: Once the text/email is received from CMS Message Center, the technician will click the link and log onto CMS Compass to check their message. The technician will need to acknowledge the message. You will be able to see all the messages that your technicians acknowledged from the Service Request or Messages tab in Compass.
Q: If my on-call technician has not acknowledged the message within a certain time frame can they receive another text/email or can the next person on the on call list receive the text/email?
A: All immediate service requests and guard requests will be monitored for 30 minutes based on an escalation process setup in Compass for your on call list. Each escalation is based on the previous notice NOT being acknowledge by the on call technician via Compass like example below.
i.e. Escalation Rule:
1st Notice – Text/email On Call tech (with option to have up to 4 people notified at the same time) – when CMS logs the message
2nd Notice – Text/email On Call tech (with option to have up to 4 people notified at the same time) – 10 min after 1st notice
3rd Notice – Text/email On Call tech (with option to have up to 4 people notified at the same time) – 10 min after 2nd notice
Final Notice – Text/email On Call tech (with option to have up to 4 people notified at the same time) – 10 min after 3rd notice
Q: Can I receive a daily report of all my services requests?
A: Yes, we can assist you to set up a daily scheduled report on all messages taken or you can run the report from the Service Request and Messages tab in Compass real time whenever needed.
Q: Can I see my on call list via Compass myself? Can I edit my on call list via Compass myself?
A: Yes, you will need to identify one or more users that should have access to view and/or edit this information. CMS will assist you with transitioning what we currently have for your on call list but will need you to maintain it on a go forward basis.
Q: We have unique instructions for how message center handles calls from CMS on specific situations (like runaways, confirmed events, multiple dispatches), how will those be handled?
A: Runaways will be handled as immediate service messages going forward where confirmed events will be handled as next day service requests and excessive dispatches will be handled as a general message.
Q: Are all the current instructions for my message account going to be followed?
A: We are going to follow an SOP set for all message center dealers to be consistent with handling of the calls.
Q: Will I still get an automated greeting when I forward my lines?
A: No, this feature was setup only for the old application. When we transition to the new, you will need to call the number to validate the transfer. CMS will validate that the message center was reached and will log a general message for tracking purposes.
Q: Will my inbound calls still be answered the same by CMS? If I had a call tree will there still be call tree options?
A: Your calls will be answered by a Live Operator but with a vanity greeting [“Thank you for calling “alarmco name” a representative will be right with you”] to announce your company name.
Q: If I had a call tree will there still be call tree option?
A: No, there will not be call tree options to automatically identify the customers reason for the call.
Q: What will my customer hear while they are on hold?
A: A caller will hear the initial vanity greeting above and then holding an operator will hear hold music with a recording asking them to please continue to hold every 60 seconds.
Q: How will my non service related calls be handled?
A: Non service related calls (ie Sales, Billing, General Messages) will be handled with a 1 time notification to whatever text/emails are setup to do so. You can have up to 4 people notified at the same time for each type of call.
Q: My office rolls over calls during the day to CMS, how will CMS handle those calls?
A: CMS will handle all calls received in the message center in the same way. We will take messages for all calls with no transfers back to your office.