IVR Change Management Ideas Portal
As part of Project Lift, Two new Inbound Transfer IVRs will be required for use by PharmaCord for Rep-to-Rep transfers (Spanish) and two existing ones will require a change to the Caller Reason.
PharmaCord Rep to GSK Rep Transfer Numbers | |||
Product |
Language |
Local Telephone Number |
IVR Reference |
Benlysta |
English |
984-287-2387 |
Existing-Benlysta Cares Consumer 4037329 SK_GRC_BenlystaCares_IB; Change Caller Reason to reference PharmaCord |
Benlysta |
Spanish |
945-231-0988† |
New Xfer IVR Instance - IVR-I-34 1 of 2.docx |
Nucala |
English |
919-813-2281 |
Existing - GlaxoSmithKline Nucala Patient Support English Consumer 472366 SK_GRC_Hub_Nucala_Voice, Change Caller reason to reference PharmaCord |
Nucala |
Spanish |
945-231-0988† |
New Xfer IVR Instance - IVR-I-34 2 of 2.docx |
| Priority | Medium |
| Contact Center(s) | GRC |
| Needed By | May 4, 2023 |
| Closure Date | Sep 29, 2023 |
Status Comments
Stephen will put together the IVR templates and new caller role/reasons.
4-Aug-2023 - Delivered on 31-July-2023. Close pending final testing.
29-Sep-2023 - Closure approval received.
Review Notes
2 inbound rep-to-rep transfers - need IVR transfer templates.
2 existing TFNs - need change to caller role/reason
need two new skills : Spanish for Nucala and Benlysta - Do they need VM? follow current process.
example for naming: Pharmacord Nucala Hub