Telephony Change Requests
Scope
The purpose of this document is to provide guidance for all StepChange Colleagues who, as part of their role, require amendments or additions to our Client and Colleague Telephony journey.
This include but is not limited to, new Inbound Client Numbers, IVR message amendments and call routing.
How to Raise a Telephony Change Request
To request a Telephony Change Request please navigate to the Fresh Portal and Request New Service
Select Telephony from the Menu, then Telephony Change Request
Once in the Telephony Change Request Form select the type of request you need, the options are below.
Please note that these are dependant fields, the subsequent information you are then asked to provide is relevant to the change you have selected.
You can attach any documentation, call flow diagrams and new IVR recordings as part of the request
How do I obtain a new IVR Recording?
Should your Telephony Change Request require a new IVR recording please take the following steps:
- Contact Emilie Parkin who records the Charities announcements
- Once Emilie has recorded the new or updated announcement, ask that she email you the file
- Attach the file to this Service Request so we can provide it to Prodec when raising this with them, this will help avoid any unnecessary delays