Summary
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/Colleague Telephony journey.
This includes but is not limited to new Inbound Client Numbers, IVR message amendments and call routing.
Guide
To request a Telephony Change Request please navigate to the Fresh Portal which can be found in the Stepchange folder on your desktop.
Log into fresh and click ’Request New Service’
From the menu on the left click ‘Telephony’ then ‘Telephone Change Request’
In the form you will need to select which type of request you need. You will then be asked to provide information which is relevant to the type of change selected.
You can attach documents to this (including but not limited to) word documents, call flow diagrams and recordings.
Once submitted please keep an eye on the ticket for updates.
FAQ’S
Q: Do I need to provide a recording for IVR changes?
A: No. Please submit this by text as we currently use a text to speech function in our telephony system.