Objective
Supporting users who report issues with Proactive Outreach.
Applies To
- Proactive Outreach
- 8x8 Contact Center
Procedure
- Perform initial triage to determine if there is an issue.
- Once established that there is an issue with the service, raise the issue to 8x8 Support.
Initial Triage
Partners should perform initial triage for omni-campaigns related cases in order to gather as much information as possible before raising the query.
Details to Collect
- Explanation of issue
- Example mobile numbers affected
- Time/date of message issue
- Reference ID’s where possible
- Connect account name
- Connect sub account ID
Examples of Possible Issues
- Unable to log in
- Outbound messages not delivered
- Inbound messages not received in contact center