Issue:

Inclement weather, early closing, late opening, office emergency



Environment:

N/A

Resolution:

Due to the nature of such requests, priority should be set to High when there is less than 48 hours notice and Critical if it has to be done immediately.

  1. Whether request is by email or telephone, Service Desk Agent has to make sure an incident number is generated.
  2. Incident should clearly indicate if this is to create and start an emergency answering notice or whether an existing announcement needs to be terminated.
  3. These requests require an immediate escalation to Network/Telephony Group with a warm handoff of call.
  4. Group's On Call number is 972-661-4514.
  5. Group's email : [email protected]

The warm hand-off to Telephony is necessary as announcement needed by branch office must clearly express situation for that branch in their own terms.

Escalation Group

Telephony