First Quarter, 2012
January - March
Contact US Control Bay
Create an E-help ticket with ETS ACD
Ping NRM
Send email to MOD
DATA.MPL
DATA.PHYSICAL
DATA.PHYSICAL2
MNSO.WELLSFARGO
Create the ticket as usual
Give the number of ICSC then cold transfer
Refer to account team
Warm transfer to ICSC
FSC
IDNOC
GENMC
GMPLSNOC
NSMC
VNOC
True
False
Create a General ticket then transfer to the correct managed group
Give the address for VEC
Refer to account team
Transfer to the group showing in ESP
True
False
Advise the customer to check the information again
Create a General ticket then transfer to CANADA.CNO
Refer to account team
Transfer to ICSC
True
False
Create the ticket as usual
Refer to account team
Warm transfer to ICSC
Warm transfer to APCCC
True
False
80%, 10%
95%, 25%
95%, 35%
95%, 40%
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