Colchester City ICT

Cisco Webex Support Process

Click to see full version of CSOM  Enterprise Customer Service Operations Manual DRAFT V1.9

24x7 Contact Information

For all support needs, contact the Bright Cloud Managed Service Centre using the details below:

Telephone: 020 7127 6952

 Email: [email protected]

                     From 27/04/26    Telephone: 03330145333

                                                       Email: [email protected].uk

Click to start an email request to raise ticket

P1 and P2 Support Process Flow

P3 and P4 Support Process Flow

Email: [email protected]

Triage Information Required

When raising a case, please ensure the following information is provided:

1.Previous Functionality

• Has the service or feature previously worked as expected?

2.Fault Start Time

• When did the issue first occur? (Include date and time)

3.Impact on Call Handling

• Are customers still able to reach agents?

4.Service Disruption

• Does the issue result in a full or partial service outage?

5. Scope of Impact

• How many users are affected?

              ▪All users

              ▪An entire team

              ▪A few users

              ▪A single agent

6. Error Messages

• Are there any on-screen or system error messages?

• Please include screenshots where applicable.

7.Issue Replication

• Can the fault be consistently recreated?
  ▪ If yes, please provide detailed step-by-step instructions?

8. Agent-Specific Faults (if applicable)

• Agent’s username
• Agent’s extension number
• Agent’s email address

9. Call Routing Issues (if applicable)

• Called number affected (if possible, an example of a call including date/time and calling number)

• Menu options selected during the call flow

10.Recent Changes

• Is the issue related to any new or modified:

▪Agents

▪Teams

▪Skill groups

▪Services

Change Timeline

• When were these changes introduced?

11.Environmental Changes

• Have any recent updates or changes been made to the environment? (e.g., software upgrades, network changes, desktop updates)

• Please list any known recent changes.

12.Agent Desktop Logs (if applicable)

• WxCC Agent Desktop – Troubleshoot Webex Contact Center Agent Desktop

• Browser Logs - How to collect a network trace | Microsoft Learn

If the ticket is regarding a specific item/call/activity – provide the details (Case ID, Activity ID, Time, Date etc)

Please provide recordings/ screenshots of issues where possible

Change Management

Alterations can be classified in several ways.

Amending an existing function of the service.  This is called a “Change”.  The method of asking Gamma to carry out this alteration is called a “Change Request”. Examples include:

Changes are classified according to their complexity and impact, as detailed in the contract. The lead times for change implementation is dependent on the classification as follows:

Extending or adding a new function to the service.  The method of asking Gamma to carry out the new function is called a “MAW (Minor Additional Works) SoW”. Examples include:

Other Services; which include any additional services out of the scope of the Managed Service Contract: Examples include: 

Change Management Example

Priority Definition & Response Times

Priority / Escalation Matrices

 

Senior Support Specialist	Support Team	[email protected]   02071276952 (OOH)
Abbey Haigh	Head of Support	[email protected]   07799369771
Richard Hall	Director of CX Solutions	[email protected]   0777477177

Performance Reporting & Service Reviews

Click to see - See General Combined Service Level Agreement V3.5

Service reviews are included as part of the managed service offering. These are normally conducted bi-annually at the request of the customer. Service reviews are attended by the Gamma Operations Manager, or Service Delivery Manager, the appropriate account manager, and at least one senior technical consultant related to the customer. Normally service reviews are conducted remotely, with face-to-face updates if required / requested. Where more critical updates are required, these may be conducted face to face, and at the frequency as agreed with the customer.

The service delivery review primarily focusses on the managed service review report, the contents are outlined below:

Service Summary

~Detailed Ticket Analysis

~Detailed Alerts Analysis

~Service Requests Raised

~Ticket Trend Analysis

~SLA / KPI Performance

~Technical Reports / Service Issues

~Release and Patch Management

~Licence / Subscription Coverage and Utilisation

Service Reviews will also cover:

~Upcoming tactical and strategic requirements of the supported solution

~Review of new features / capabilities of interest to the customer

~Customer training requirements (if any)

‘The Honest Truth’ – a free speaking session for us to work together to ‘clear the air’ over any potential issues.