Overview

This article provides the steps to submit a request for new user accounts for Smarter Call Center. When the request is processed, a new user email account and a ViciDial account will be created, and the new user will receive an email invite to the HBST Slack workspace.

Prerequisites

Request for new user account creation is restricted to Supervisors and Managers only. Unless the requester is a supervisor or manager, the submitted request will not be processed.

Process

1. Click the Submit a Request button in Zendesk. 
   
   
2. On the form, select Tollanis Support Requests (Internal and SCC) from the dropdown menu. 
   
   
   
   
3. Under Ticket Category, select Smarter Call Center > New User Onboarding > Single User Request or Bulk User Request. 
   
   
   
   
   
   

   Note: The form that opens will depend on the option selected (i.e., Single or Bulk user request).

   
   
   
4. Enter the required information in the form that opens.
   
   • For Single User Request make sure you enter the correct information in the following fields:
     • First Name
     • Last Name
     • Invite to HBST Slack Channel? (Y/N)
     • Need ViciDial Credentials? (Y/N)
       
       
       
       

       Note: Please include the Agent Group, Gates, and/or Campaigns (Camps) where applicable.

   • For Bulk User Request
     
     
     
     

     For bulk user requests, download the CSV template (filename: agents.csv), fill up the necessary information then save the file. Upload/attach the saved file to the form by clicking the Add file button. It's important that you don't change the file type and keep it in CSV format only!

      

     The CSV template for bulk user requests contains the following (all information is required):

     • Firstname
     • Lastname
     • ViciDialAGentGroup
       
       Sample filled-up CSV file 
       
       
       
5. Click Submit.

Request Processing

Once the request is submitted, the following is the sequence of steps:

1. A Zendesk ticket will be created and automatically assigned to an agent.
2. The new email account will be automatically created and the user account credentials will be sent to the Requester via email.
   Below is a sample email notification to the Requester for the new email account creation, with the user's email address and password included.
   
   Sample email notification for a Single User Request (the credentials will be sent to the requester's email address)
   
   Sample email notification for a Bulk User Request (the requester should click on the download link to download the list of credentials)
   
   The Zendesk ticket will also be updated with the following content:
   
   Sample ticket update for a Single User Request 
   
   
   
   
3. After the new email account creation is done, a separate ticket will be created for the new ViciDial account request (automated). The ticket will be tagged with the same requester and will also be automatically assigned to an agent. 
4. Once the ticket for the new ViciDial account request is received, the agent will do the following:
   1. Create the new user’s ViciDial account. Once created, a confirmation email with the new user account’s credentials will be sent to the Requester. 
      
      

      For the passwords, the user will be prompted to change his/her password when logging in for the first time.

      
      
      
   2. The agent will send an invitation to the user’s new email to join the HBST workspace in Slack via an included link. 
      
      

      When the user clicks on the provided link to join the Slack Workspace, he/she should follow the instructions that will be displayed on the screen.

      
      Sample email notification for a Slack invite
      
      
      
5. If there are no issues with the newly created accounts (e.g., login problems), the agent will mark the ticket as Solved (you may refer to the article Tollanis Support Agent Workflow for the steps to close a ticket.) 
   
   

   If the user encounters any problems (e.g., login issues), he/she should escalate the issue to his/her supervisor or manager, or he/she can submit a ticket to support. Refer to the article Tollanis Internal Support Requests (Intake Process) for the steps to submit a ticket.