IVR Change Management Ideas Portal
In support of project Lift, a set of IVRs are required to handle inbound calls from their IVR and Rep-to-Rep transfers from PharmaCord. This request is for paths from the PharmaCord IVR only and for options where the caller is requesting PI to be mailed or emailed to them for either Benlysta or Nucala. A separate CR will be created for the "Transfer IVRs" required by the other options and for the Rep-to-Rep transfers.
The PDF documents a single flow handling calls for both English and Spanish for both Nucala and Benlysta. The actual design may differ as long as the user experience is as documented. Spanish messaging is for guidance only and should be vetted and may be modified by the native Spanish-speaking voice talent.
This IVR will be entered from a PharmaCord IVR where the caller has already indicated that they want Benlysta or Nucala PI mailed or emailed to them.
Below are the references to the product, option, and language along with the related telephone number.
Program/Option |
GSK Telephone Number |
Benlysta – Option 3 (Benlysta PI Mailed/eMailed) |
984-272-4594 |
Benlysta – Option 3 (Benlysta PI Mailed/eMailed) - Spanish |
945-231-0992† |
Nucala – Option 3 (Nucala PI Mailed/eMailed) |
945-231-0994* |
Nucala – Option 3 (Nucala PI Mailed/eMailed) - Spanish |
945-231-0996† |
| Contact Center(s) | GRC |
| Start date | Mar 20, 2023 |
| Needed By | Apr 26, 2023 |
| Closure Date | Sep 29, 2023 |
Status Notes
For test deployment, provide a temporary number for the Benlysta English path; at production time, ensure that the currently active local number is directed to the new flow.
2023-03-28 - SGK - Attached updated document. Sent to CW as update to 713650 Also communicated to ASI that No AE transfer option would be needed as this is a transfer from a vendor. This would cover any condition where the GRC is unable to answer the call (Closed, meeting, no one logged in etc.)
Also include that the hours for this should be 8a-8p which I have just now updated in the CR.
4.14 Delayed due to problems found in testing. Working on remediation. Target is Tuesday, 4.18 maintenance window.
24-Apr-2023 - Planned to push to production tomorrow night.
28-Apr-2023 - Eric finishing up technical work and testing.
12-May-2023 - Eric deployed the English lines. Waiting on Spanish.
2-June-2023 - Eric pushed date out one week until 6/8/23.
13-June-2023 - pushed to production, tested and pulled back out pending conversation with Ed and Pharmacord. Possibly pushed into production on Thursday, 6/15/23.
23-June-2023 - Ed is confirming that Phase 2 (Spanish) is pushed to July.
26-June-2023 - Rolling our side into Thursday maintenance window for Pharmacord to test.
10-July-2023 - Received updated Spanish transcripts from Pharmacord.
14-July-2023 - Target date for Spanish deployment is 31-July-2023.
4-Aug-2023 - Delivered on 31-July-2023. Close pending final testing.
29-Sep-2023 - Christie - Closure request received. Action closed.
Review Comments