IVR Change Management Ideas Portal
IQVIA is migrating their local DID phone numbers (per Samantha Bryant).
Alphanumeric will validate the new target numbers provided by MI.
Changes need to be made:
1) to the inContact address book
2) call flow scripts
3) internal KM docs updated by GSK
4) Communication plan developed and communications sent to stakeholders - including: Deb, Carol, Jeri and Juli Brown, Pharmacord (Geoff Fisher), VIS/Syneos (Katharina Miles), Ed Dias
| Contact Center(s) | VSC, Other, PSC, VIS, MACC, GRC |
| Needed By | Oct 16, 2023 |
| Closure Date | Oct 23, 2023 |
Status Updates
Plan to have numbers migrated and ready for testers (Deb for SC and Leona for GRC) on the morning of 29-Sep-2023.
29-Sep-2023 - Eric completed the inContact changes and directory changes. PSC/VSC and GRC did their testing of the directory changes.
5-Oct-2023 - Christie - RCF'd the MI numbers in Lumen and tested before 8:00 AM. Actual numbers changed are listed below:
Service ID
Old DID
New DID
Custom Name
8005791201
3035662827
16106867084
USPCC-MI-H-Vend-IQVIA Nucala-Legacy EP
8554500001
3035662828
16106867182
USPCC-MI-H-Vend-IQVIA Benlysta-Lgcy4LASH
8553056638
3035662829
16106867227
USPCC-MI-H-Vend-IQVIA AimHigherResp (Breo) -CR84
8882268434
3035662830
16106867272
USPCC-MI-H-Vend-IQVIA XfrViiV HIV-LgcyEP
8773568368
3035662832
16106867289
USPCC-MI-H-Vend-IQVIA MI IVR-Legacy EP
8774756448
3035662833
16106867291
USPCC-MI-H-Vend-IQVIA MI IVR-877GSKMI4U
8777680092
3035662837
16106867331
USPCC-MI-H-IQVIA-Blenrep-CR262/CR326 (Oncology)
Updated TELCO inventory.
Noted that the two MI main lines (on the IQVIA side) now have menus and if GRC Agents call them, they have to go through the menu options. Is this acceptable or would we like to have direct transfer to skip the menus.
9-Oct-2023 - Christie - Remain open until Oct 20th when the old numbers go away and we get IQVIA's sign-off that everything is working.
20-Oct-2023 - Christie/Eric - retest lines for insurance
23-Oct-2023 - Check with Samantha and request closure
[3:28 PM] Bryant, Samantha
and no issues here with closing the ticket.
23-Oct-2023 - Eric - List of Eric changes:
ndxfer
blindXfr to IQVIA MI AH AE VM
Destination: 6106867381
228
GRC_PreQueue
Blindxfer
blindXfr
Destination: 6106867084
127
GRC_Nucala_SA
Play
Record Prompts Here
Phrase: line 9; Prompts\Callback_6108.wav - Thank you, we will save your place in line and call you back at the number you specified, good bye
14
GRC_Queue
Play
Callback 6109
Phrase: Prompts\Callback_6109.wav - I'm sorry. There seems to be some difficulty. You are now being returned to your place in the queue.
25
GRC_Queue
Blindxfer
Blindxfer to IQVIA ESP
Destination: 6106867381
64
GRC_Adverse_Event_Esp_VM
Blindxfer
blindXfr to IQVIA MI AH AE VM
Destination: 6106867381
72
GRC_Adverse_Event_VM
Blindxfer
blindXfr to IQVIA MI Oncology
Destination: 6106867331
341
GRC_Entry
Blindxfer
Blindxfer MI AH AE
Destination: 6106867381
386
GRC_Entry
Blindxfer
blindXfr to IQVIA MI Breo
Destination: 6106867227
403
GRC_Entry
Blindxfer
blindXfr to IQVIA MI
Destination: 6106867332
404
GRC_Entry
Review Notes
Need to identify tester in each shop to validate changes.
Need to update Lumen RCFs for MI numbers.
Need to update inContact DIDs.
888.240.0340
9198132317
MI
NWN
800.449.6767
2192200
9198132320
MI
NWN
888.226.8434
2192205
9198132329
MI
877.356.8368
2192210
9198132344
MI
877.475.6448
2192215
9198132623
MI
888.593.5976
2192402
9198132648
MI
NWN
800.579.1201
2192410
9198132668
MI
855.450.0001
2192411
9198132700
MI
877.342.0003
2192412
9198132712
MI
NWN
800.452.9629
2192413
9198132732
MI
NWN
855.456.0042
2192414
9198132752
MI
non-GSK