RingCentral Call Support Questions

Purpose
 To define the step-by-step procedure for Tier-1 agents handling tollfree calls, ensuring correct identification of Business Unit (BU), product, and timely handling of critical incidents (P0).

Scope
 This SOP applies to all Tier-1 agents handling tollfree calls across products:

• Aerialink (AL)
• Message Broadcast (MB)
• West Utilities (WU)
• Agent511 (A511)
• i2sms

2. Roles & Responsibilities

• Tier-1 Agents: Answer calls, identify BU/product, capture mandatory fields, create Zendesk ticket, and escalate P0s.
• Team Leads: Review tickets, support Tier-1 agents, ensure process compliance.
• Critical Incident Manager: Take ownership of P0 incidents once escalated.
• BU L2/L3 Teams: Provide technical resolution after escalation.

3. Prerequisites

• Agent should be online on ring central during the shift.
• Active access to Zendesk portal with login credentials.
• Access to escalation contacts via PagerDuty/Slack.
• Knowledge of BU-specific product services (AL, MB, WU, A511, i2sms).
• Reference to Escalation Table from Critical Incident Management deck.

4. Procedure

Step 1 – Opening

• Greet caller, introduce yourself, capture caller’s name.

Step 2 – Identify Business Unit

• Ask caller which BU they are calling for (AL, MB, WU, A511, i2sms).

Step 3 – Identify Product

• Confirm product/service within chosen BU.

Step 4 – Ask Product-Specific Questions

• Use product guide in Section 5.

Step 5 – Capture Details

• Fill all mandatory Zendesk fields (Section 6).

Step 6 – Classify Priority

• If issue is business-critical (production outage/site down), set as P0.

Step 7 – Create Zendesk Ticket

• Ensure ticket is complete, assign BU, set correct priority.

Step 8 – Escalate & Notify

• Trigger escalation via Critical Incident Process SOP and engage BU L2/L3 + cloudops.

Step 9 – Close Call

• Thank caller, confirm case creation and next steps.

5. Product-Specific Questions

 Aerialink (AL)

To be filled up by AL team

 Message Broadcast (MB)

• What error are you getting while trying to launch the campaign?
• What is the campaign name or ID where you are seeing issues?
• Can you share the portal link where you are experiencing the challenge?
• If you are calling our API, what response code and error message are you receiving?
• How many users are affected? Is everyone experiencing the same issue?
• Are there any failed deliveries or failures showing in your reports?
• If this is an SFTP problem, can you share the path and username you are using to log in?
• When did you first notice this issue (date/time)?
• Is this happening in Production or UAT/Test environment?
• Is the problem consistent or does it occur only intermittently?

 West Utilities (WU)

• Is this alert or hvca?
• Is this related to a utility outage alert or scheduled notification?
• Is the system failing on voice, SMS, or both?
• Are customers unable to receive updates or report outages?[NM1] 
• Is the issue affecting one region or multiple service areas?
• Have there been any recent configuration changes?

 Agent511 (A511)

• Which operating company are you calling from (BGE, PHI, ComEd, PECO)?
• Which interface are you using (Ad hoc, API, or Email Triggers)?
• What is the Program Name or Template ID where you are noticing the issue?
• Is the problem limited to a single program, or is it happening across all programs?
• Are you unable to see sent messages/logs, or are messages not being delivered?
• When did you first notice the issue (date/time)?
• Is this issue happening in Production or in UAT/Test environment?
• Is the problem consistent or only happening intermittently?
• How many users or recipients are impacted?
• Have there been any recent changes (new template, configuration, or system update) before this issue started?

 i2sms

• Which short code or long code are you seeing the issue on?
• Are you sending transactional SMS or bulk SMS?
• Is the problem failed delivery, message delay, or incorrect content?
• Are you using the correct sender ID/number?
• Is the issue tied to a specific region or carrier?
• Do you see any error codes or status failures in the portal or reports?
• When did you first notice the issue (date/time)?
• Is this happening in Production or Test/UAT environment?
• Is the problem affecting all recipients or only certain groups/carriers?
• Have there been any recent changes (templates, numbers, routing) before this issue started?

6. Zendesk Ticket Fields (Mandatory)

• Caller Name & Contact
• Business Unit (AL, MB, WU, A511, i2sms)
• Product/Service
• Environment (Prod / UAT)
• Issue Type (Login / Billing / Technical / Messaging / Account)
• Description (customer’s words)
• Error Messages (if available)
• Impact (One user / Multiple users / Region-wide / Outage)
• Priority → Set to P0 if critical

7. Critical Incident Process (P0)

1. Acknowledge & Log – Create Zendesk P0 ticket immediately.
2. Notify – Trigger PagerDuty/Slack escalation.
3. Engage BU L2/L3 – Assign to relevant BU product team.
4. Status Update – Update incident status page if required.
5. Handoff – Remain engaged until Critical Incident Manager confirms ownership.

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