Document number: 11650

 

If a GSC or Customer Care customer is having a problem with reaching the assigned case owner, here are some things to verify with the case owner:

1. Verify that the case owner's internal number is correct in HRDB/PeoplePeople Directory. The number should appear as the PeopleSoft PeopleNet internal phone number. This number consists of the three-digit prefix based on the regional office location, plus the four-digit office extension:
   
   North America Examples:
   7741234 (Pleasanton)
   2041234 (Denver)
   8261234 (Vancouver)
   8321234 (Teaneck)
   2721234 (Sao Paulo)
   
   Asia/Pacific Examples:
   7931234 (Sydney)
   8651234 (Tokyo)
   7461234 (Singapore)
   
   European Examples:
   6381234 (Amsterdam)
   7271234 (Paris)
   5661234 (London)
   
   
2. Be sure the case owner's worker profile is configured in Customer1 as CTI enabled, with the correct CTI server name and CTI extension, as follows:
   
   In Customer1, go to Workforce/Worker and enter the last name (case sensitive) or employee ID of the analyst, and scroll to the CTI section.
   
   If the information is not populated or is not correct, change and save. The analyst now must log out of Customer1 and log back in again.
   
   If the Extension is incorrect (should be peopleNet number of employee; ex: 774xxxx) update the record in HRDB and the correct extension replicates to Customer1.
   
   Example:
   CTI Enabled (checkbox checked)
   CTI Extension: 2041234 (example)
   CTI Server: PSH-I3CTI-03

This process should resolve the problem with customers being unable to reach the assigned case owner. If not, please open a Northstar ticket.

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2004 All rights reserved.
Created: amq 07/31/2003
Revised: amq 08/11/2004
Reviewed: 8/15/04