Incident Escalation Phone Book

NOTE:  This process is no longer valid as of 01 Jun 2020 

If you receive a phone call that is classified as an Incident, please warm-transfer phone calls to the appropriate team during business hours (Monday - Friday, 8:00am - 5:00pm).  

If there is no answer after 4-6 rings or 30 seconds, please make a ticket and escalate normally, while indicating in the tech notes that there was a failed call escalation.

When speaking with second-level support team, one of three actions should happen:

• The second-level support team takes the phone call.
• The second-level support team does NOT take the phone call as they are not the appropriate team (e.g. calling Messaging about a networking incident).
• The second-level support team takes the phone call AND asks the CSC to stay on the line to help with knowledge transfer.

The CSC should NOT be asked to relay information to the customer or asked to complete further troubleshooting and told to "call back if that doesn't work".  

If knowledge transfer is occurring, the CSC is still expected to be mindful of the phone queue.  If calls begin to queue up, you are expected to excuse yourself from the phone call and prepare to take the next phone call.

NOTE:  These phone numbers are for internal use only.  DO NOT provide these numbers to the customer.