Redmine

Linking AI Assessment to QIS

Integrate both systems, CAS and Salesforce.

Cosmos Migration

This feature will enable BPRF to filter and run a report based on the property’s PIC status

The CallTek IT Infrastructure and Operations Review meeting focused on critical aspects of business continuity and disaster recovery, addressing updates on network infrastructure, internet connectivity, and mail server performance.

DEV team to convert to PDF File whenever our agents copy pasted an image, picture, screenshot in the body of the Email in CAS.

Purpose: Create a field where QAs can note their Feedback details for each assessment.

The SOP in handing out CallTek Public IPs so our clients can whitelist them.
To review ACLS and connectivity strategy from the US data centers back to All are Global agents.

Integrate Atera into existing systems.

• In-depth look at how Cosmos handles ticketing and case management to ensure seamless issue tracking and resolution.

1. Ticket Creation and Tracking:

2. Workflow Automation:

3. Case History and Documentation:

4. Org, User and Role Management: ...

Identify a design tool for integration with the platform, focusing on core distribution and access equipment with collaboration from Regan and Sander.

Finalize firmware, patch management, and configuration management processes integrated with Wazuh.

Cosmos will provide a live demo showcasing the entire patch management process. From the administrative side, to see how easy it is to schedule and monitor patch deployments.

From the end-user perspective, a live dashboard and tickets will be provided to show patch statuses, relevant tickets and reporting....

Cosmos, integrated with Managed Engine Patch Manager Plus, offers a comprehensive patch management orchestration system.

Collaborate with Cathleen to input all Healthcare projects into Redmine.

Assist in onboarding new customers by assigning them to appropriate support teams.

Support Project Manager Germaine in tracking Healthcare projects due to an influx of new customers with varying requirements.

Integrate the Podio system to CAS

PipeDrive and CAS Integration

Pinnacle client requested that some fields in CAS be required.

Request for Pinnacle NOC agents to add/edit properties in CAS per client’s request

Lashanze's (SageNet US QA) request to add the CTC agents to her dropdown list in QIS

(1) To make auditing/scoring assessments more accurate and efficient

(1) To audit the SageNet Dispatch associates
(2) To remove unnecessary options from SageNet US Team’s view/access

To make use of QIS for coaching opportunities and call assessments.

Sangoma and Microsoft Teams Integration

Perform detailed QA analysis using Odyssey CX.

Monitor and improve email performance.

Enhance monitoring performance measures

SD client requested for the form to be updated

Issues Related to CAS

Implement controls for email-to-ticket integration and improve email performance metrics.

Develop a productivity map including phone and email activity.

To download all the config from all SNA sites and its devices on sna server

An agent from non ops resigned, and a replacement is needed.

This is a project where we are automating all email entering SNA's brands to route them directly to CAS where agents will have the ability to respond to them from CAS directly.

As per lenny-The domain of all support email distros will be changed to support.safetynetaccess.com.

Benefits of Zoom Integration

1. Global Points of Presence: Zoom ensures high audio quality by leveraging its extensive global points of
   presence.
2. Advanced IVR Tools: Zoom offers advanced Interactive Voice Response (IVR) tools, allowing for
   customized greeting messages and integrations such as robotic process automation (e.g., chatbots)....

All requests are aimed at enhancing our CAS Email to Ticket functionality.
This should help the team eliminate the constant bot war that they are dealing with and the huge number of duplicate tickets and spam emails that we're getting.

Automated Email Notification to the Telecom and MSP Team

Add Quote Tab aside from RMA tab in the Performance Dashboard.

SNA proposed drop-down category changes in CAS

Utilize Odyssey CX to identify areas for improvement and missed opportunities.

This project aims to integrate Zabbix with the CAS system via webhook alerts to automatically generate support tickets when network devices experience issues. The integration will help streamline NMS alert handling and ensure timely resolution of network problems within the SNA infrastructure....

Conduct an in-depth analysis of Odyssey CX for improvement opportunities in casting calls and establish best practices.

Establish daily Ops report and enhance ticket escalation and follow-up processes.

Revise guest Wi-Fi support protocols to reduce average handle time to under 10 minutes, eliminating packet captures.

This is part of the on boarding process for Sonifi where we have to integrate their SF to our CAS.

Compile best practices for installation support.

Create playbooks for projects managed by Tier 3.

Develop productivity map to assess team members' efficiency across Tier 1, Tier 2, and Tier 3.

Transition a minimum of 12 team members by Monday.

Launch cast ticketing system.

Provide the client with API' to access calls from Zoom. CAS API server will act as the proxy server