Contact Centre

Administrator and User Guides

Note that all support requests and incidents must be raised to Interoute, not direct to Clarity/Perficient.

Please click here to be redirected to the Clarity Connect documentation portal.  Then select the Clarity Connect software version that you wish to view the documentation for.

 

Requests

Interoute does not accept requests direct from end users for this service.

A request from a User1 for information, or advice, or for a Standard Change2 or for Access to a service.  For example for Interoute to create a new contact centre team on your behalf.

1The User must be a member of your IT (or equivalent) department with an account on Interoute's portal https://myservices.interoute.com .

2Standard Changes are defined in Interoute's UComm Token Based Request Model Datasheet.  Copies are available on request and will have been provided on service handover.

 

To raise a request:

  1. Log into the https://myservices.interoute.com portal.
  2. Navigate to Products -> Tickets -> Requests and select New Request.
  3. Enter the Service ID or Friendly Name of the Contact Centre Service for which you are making the request.  If in doubt enter the acronym CCTR and this will list all your contact centre services.  Choose the relevant one and select Add.
  4. Complete the rest of the form picking Contact Centre for the request Sub-Type and then the most appropriate Request Type (out of the list below) for the request you are making.  Request Types highlighted ORANGE require you to have agreed to the UComm Token Based Request Model as they incur a charge:

    • Certificate Renewal - A request for a new certificate (provided by you) to be applied by Interoute to the service.
    • Dedicated Engineer Request - A request for a dedicated engineer from Interoute to assist or support you at an agreed time.
    • Maintenance Window Request - A request notifying Interoute of customer planned work or maintenance that could affect the availability or quality of the service.
    • Non-User Handling - A request for a non-user specific change relating to the Call Handling section of the Clarity Application.
    • Non-User Informational - A request for information regarding something that is not specific to an individual user.
    • Non-User Maintanance - A request for a non-user specific change relating to the Maintanance section of the Clarity Application.
    • Non-User Reports - A request for a non-user specific change relating to the Reporting section of the Clarity Application.
    • Non-User Routing - A request for a non-user specific change relating to the Routing section of the Clarity Application.  For the avoidance of doubt this excludes changes to a call flow itself.
    • Non-User Software Update - A request for a specific software update to be applied to the service. Excludes major updates. Should the request be for an update to be applied as a matter of urgency then justification must be provided.
    • RFO - A request for a Reason For Outage statement, should you have recently been affected by an incident.
    • User specific - A request to perform a user specific move, addition, change or deletion.

 

Incidents

An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and your productivity.

To raise an incident:

  1. Log into the https://myservices.interoute.com portal.
  2. Navigate to Products -> Tickets -> Incidents and select New Incident.
  3. Enter the Service ID or Friendly Name of the Contact Centre Service for which you are making the request.  If in doubt enter the acronym CCTR and this will list all your contact centre services.  Choose the relevant one and select Add.
  4. Complete the rest of the form picking the most appropriate Incident Type.

Help & Support

If you do not find your answer here, please contact Interoute Support.