Information you need from a customer to troubleshoot their issue
STEPS TO BE TAKEN
VCN Dialup problems
- Name
- Phone Number
- VCN login ID
- RT Ticket # (if they’ve called before)
- Full error message from computer
- Operating system (i.e. Window XP, Mac OS X, etc.)
- Phone line they tried to connect to
- Time did they tried to connect
VCN EMAIL PROBLEMS
- Name
- Phone Number
- VCN login ID
- RT Ticket # (if they’ve called before)
- Full error message from computer
- Email program and version number
- Operating system (Window XP , MAC OS X, etc.)
- Check how they care connected (if they are using VCN dial up or, using ADSL or Cable or another ISP)
- Description of problem and what they were trying to do when it occurred.
OTHER VCN RELATED TECHNICAL PROBLEMS
- Name
- Phone Number
- Email or VCN login ID
- Name, RT Ticket # (if they’ve called before)
- Any error messages they get
- Description of problem and what they were trying to do when it occurred.
- Operating system (Window XP , MAC OS X, etc.)
- Check how they care connected (if they are using VCN dial up or, using ADSL or Cable or another ISP)
- Application program and version
VCN PERSONNEL INQUIRY
- Name of the caller
- Phone Number
- Email and/or VCN login ID (if the caller is a registered VCN user)
- Name of the person inquired about
- What is the message about
- Note:
- If you cannot answer the inquiry about the person, log it in RT or write the message and give it to the staff person.
OTHER INQUIRIES
- Name of the caller
- Phone Number
- Email and/or VCN login ID (if the caller is a registered VCN user)
- RT Ticket # (if they’ve called before)
- What the call was about and any other information you can get.