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Calculating Infinity
A Testing Nic
Accident Helpline – 482
Accident Helpline No Message
Acme
Admin Directory
Allscapes Gardens Ltd
Amwells
Aqora
Aqora IH
Asda – Quality Hotline
Asyst – Accident Claim Line 1138
Asyst – Hospital Line 1604
Attic Self Storage – Bow
Attic Self Storage – Kings Cross
Aubin MaaS Ltd – 454
Austinsuite
Banijay UK
BBA No Ticket Raised
Beachside Lawyer
Beeso IT Ltd/Convergent Technology NO Message
Beeso IT OOH Emails
Bespoke Vehicle Leasing Ltd – T/A Bespoke Vehicles
BetPat
Brimble and Clark
Brussel Pond
Burlow Spencer
ByMedic
Canon Medical Systems Hotline (was Toshiba)
Cecil Christophe
Central IVF
Certificate in Online Business (COB)
CF Plumbing – 1065
CFB Boilers – no message
CFB Boilers Ltd
Cheep Cheep Travel – 508
Chief Inshur
Chief Tech – 507
Chief Vehicle – Birmingham Retail
Chief Vehicle – Paignton Retail
Chief Vehicle – Pure Vehicle Hire
Chief Vehicle – The Claim Line Accident Report
Chief Vehicle Rentals CHF MAIN
Chimney Credit Card Payment
Chimney Retail
Chimney Retail – with credit card details
Chimney Retail Credit card payments
Chimney Trade
Civica – Sales Enquiry
Civica – Support call/Chase
COLEGIO DE ABOGADOS
Collectables Guru – Australia
Complete as best you can
Convergent Technology
Convergent Technology OOH
Cook & Associate Lift Consultants Ltd
Cornerstone Care Services Professionals Ltd -1565
Cycle Smart Foundation
Deborah Collier's Office
Deutsche Capital (doycha)
DJ Nick Burrett
Dogger Bank D – 481
Dogger Bank South Wind Farm
Doyen Britain – Future Knowledge
Doyen Britain -Jesse Sloane
Doyen Britain -The Certificate in Online Business
Doyen Britain -U Want the best.com
Drown Ltd
Dummy Artonezero IH
Dummy Postcode Finder
Eager Drinks
Easy Connect – 1620
Eco People
Economist Group
Ed Wheeler mobile phone
Eurotank
Eurotank – OOH
Eurotank – OOH Current
Eurotank OOH Fri – Mon
Eurotank OOH Testing
Eurotank Service Group IH – 1238
EUROTANK STAFF MESSAGE
Eye Spy 360
Fidabona
Firebrand Nordic – 386
Firebrand Technical
Firebrand Technical Support
Firebrand Training
Five Estuaries Offshore Wind Farm Ltd
Fog Off Mosquito Control – 518
Forms Directory
GWSE – 1032
GWSE – AUTO RECORDED MSG
HD Auto Tech
Heroic Healthcare
Holchem
In Your Space
Inch Cape Offshore
Infovista
Kaz Train att 2
Key Travel – manual notification unable to contact.
Key Travel UK – 9th February 2017
Key Travel UK – Temporary Form 17 June
Key Travel USA
KH Advisors
Kirby – 1016
Kirby – The Fraser Group
Kirby Group IH
Kirby IT Related
Kura – 2214
Kura – Captia MOD
Kura Sales
Lab Lateral Ltd
Left Brain Message
Leonova
London Visa – 1718
LSG Electrical Services Ltd – 1150
Lucie App – 2244
Madeira Island
Manor Aus – 432
Manor Medical Aus – Surrogacy Services
Manor Medical Australia – Egg Donation
Manor Medical Centre
Matrix Global
Medsolve
Medsolve Out Of Hours Comms
Medsolve Out Of Hours Comms – Copy 1
Mia Partners
Nativo Ltd – 1159
Nic P Training
No Agent – current form 1646
No Agent – current form Dec 17 (RS)
No Agent – New Landlord Sales
No Agent – Other
No Agent – Repairs
No Agent – this was the old form that was alteredaccidentally
No Agent – Viewings (1720)
No Agent – VIP Customer (UnVerified)
No Agent – VIP Customer (Verified)
Norango – General Message
Norango – Sales Enquiry
Norango Client Review
Norango Moneypenny Challenge
Norango Recruitment – Freelancer Skills & Experience
Norango Recruitment – Freelancer Systems
Norango Recruitment – Pre-Selection Form
Norango Recruitment – Skills Assessment
Nord Stream AG calling
North and South – 1165
North Falls Offshore Wind Farm
Oak Tree Energy
On Trak TEST DO NOT USE
Ontrak – 1770
Paratus – 452
Portman Collier
Quantum Sales Engines 1739
Rampion 2 Offshore Windfarm
RB Surveying Solutions
Red Carpet Chauffeurs
Renewable Connections
Resiclean
RHJ Accountants
Rick training
Risk Avert Ltd (Arqiva)
Roasted Coffee Ltd
RWE Norfolk Emergency OOH
RWE Norfolk No Message
RWE’s Norfolk Offshore Wind – 505
Saipem Oil
Sam Test
Sam Training
Sam training 2
Secta Building Services
Seekers – 312
Sentaur Services Limited
Sentiment Metrics – Ebay – 1009
Sentiment Metrics – IPI / ESL – 1008
Sherbet Taxis London Ltd
Sherwood Lighting
Signal Management Trafffic
Simfoni Aus
Simfoni UK
Simfoni US
Situ – New Booking Enquiry
SITU IH CHF
SITU OOH CHF
Smith Hobbs
Sofia Offshore Wind Farm
Solutions Electrical Software
South Bank IT & Unilink Software
Specialist Lining Services
Stantec – 487
Steven I.T Man
Symbox
Synergi Recruitment
Teclo Networks 1232
Test Nikesh 1
The Ultimate Mattress
Timberclick
TradePeg – 1607
Trainee – Session 1
Training session 4 – Trainee feedback
Transforming Mind Solutions
Triton Knoll
Triton Knoll – NEW
UHC Global Medical Arrangement OOH
UK Carbon Care
UK Carbon Care – NO Message
UKVisaHub
United Healthcare Global
Vega Algorithms
Vega Algorithms (1)
Vega Algorithms (Kat) not in use
Vega New – 1786
Vehicle Accident Support
Vehicle Accident Support No Message
Vickie Training
Zynstra
Key Travel UK – Temporary Form 17 June
Caller´s Details
Name
First
Last
Company
VIP CLIENT LIST
Acted
Hughes Travel
IWMI – International Water Management Institute
Oxfam
Save the Children
Company on VIP list?
Yes
No
Telephone
Mobile Phone
Passenger Details
Nº of passengers
Select
1
2
3
4
5+
Lead Passengers Name
Name as displayed on passport (check spelling)
First
Last
Passengers Name
Name as displayed on passport (check spelling)
First
Last
Passengers Name
Name as displayed on passport (check spelling)
First
Last
Passengers Name
Name as displayed on passport (check spelling)
First
Last
Additional Passengers
Travel Information
Date of travel
(Required)
Key Travel Booking Ref Nº
(Required)
Travelling From
If not UK
Regarding
(Required)
Criteria for Patching
(Required)
Does not meet criteria for patching
Weekday evening – travelling before 2359 the following night.
Friday after 17:30 – travelling before 2359 the following Tuesday.
Bank Holidays – travelling before 2359 the following Wednesday
Clients who believe their query is an emergency and insist on being called back
Disaster calls regardless of date of travel.
Anyone whose travel has already commenced and they are travelling within the next two weeks
Patching Instructions
Patching Live Agent / On Call
TRANSFER THE CALLER TO THE KEY TRAVEL LIVE AGENT
Key Travel UK LIVE agent line: 0207 843 9602
Account Code for patching – 91136
When calling Live Agent do not hold for more than 30 seconds as the call will automatically come back to Norango
There will not be any opportunity to leave voicemail.
Live Agent Contacted on First Attempt?
(Required)
Yes
No
UNABLE TO PATCH TO LIVE AGENT:
I am sorry, the line is busy at the moment. I will continue to try until I contact someone and we will call you back as soon as we can :-).
END CALL
FILL IN CONCLUSION AND THEN SUBMIT THIS FORM WITH CONCLUSION “UNABLE TO MAKE INTIAL CONTACT”
You will then need to duplicate the form and carry on with the calling process.
(form tells you what to do)
Did you duplicate the form?
(Required)
This is complete after your have duplicated the form and come back in.
Yes
No
RESTART PROCESS FROM HERE
Wait 5 minutes and call LIVE agent again.
When calling Live Agent do not hold for more than 30 seconds as the call will automatically come back to Norango
There will not be any opportunity to leave voicemail.
Live Agent Contacted on Second Attempt?
Yes
No
UNABLE TO CONTACT LIVE AGENT ON SECOND ATTEMPT:
Wait 5 minutes and call LIVE agent again.
If no response, Wait 5 minutes and call LIVE agent again.
When calling Live Agent do not hold for more than 30 seconds as the call will automatically come back to Norango
There will not be any opportunity to leave voicemail.
Live Agent Contacted on Third Attempt?
(Required)
Yes
No
UNABLE TO CONTACT LIVE AGENT ON THIRD ATTEMPT:
Wait 5 minutes and call LIVE agent again.
Live Agent Contacted on Fourth Attempt?
(Required)
Yes
No
UNABLE TO CONTACT LIVE AGENT ON FOURTH ATTEMPT – CONTACT ON CALL AGENTS ACCORDING TO ROTA
Click here for on call rota
ACCOUNT CODE:
Caller not on line=1136
YOU MUST FOLLOW THE ON CALL INSTRUCTIONS TO THE LETTER
1. Call FIRST Contact No for 1st on call
2. If no response, Call FIRST contact Nº for 1st on call again
3. If no response, Call SECOND contact Nº for 1st on call
4. If no response, Call SECOND contact Nº for 1st on call
If no response, move to next person on list and repeat process
ALL OF THE ABOVE INFORMATION MUST BE PASSED TO THE ON-CALL PERSON
DO NOT LEAVE VOICEMAILS
On call member of staff contacted?
(Required)
Yes
No
UNABLE TO CONTACT ON CALL AGENTS
ACCOUNT CODE:
Caller not on line=1136
ESCALATE TO FIRST ESCALATION ON CALL
If no response, Call SECOND ESCALATION ON CALL
(see rota for escalation details) If no response, SEND CALL REPORT
NO FURTHER ACTION REQUIRED
Escalation staff contacted?
(Required)
Yes
No
Call Conclusion
Name of person contacted
(Required)
Use LIVE AGENT if you do not have their name and they were a Live Agent
REMEMBER TO CHANGE THE CALL CONCLUSION WHEN SENDING FOR THE SECOND TIME
Call conclusion
(Required)
Please select
Unable to make initial contact with LIVE AGENT
Caller transferred to LIVE agent
Details passed to LIVE agent (caller no longer on line)
Details passed to on-call (caller no longer on line)
Details passed to escalation staff
NO KEY TRAVEL CONTACT AVAILABLE AFTER ALL EFFORTS MADE
Office to action on next working day
Received notice that Key staff are dealing.
Office to action next working day does not apply for this call type
This call conclusion does not apply for this call type
This call conclusion does not apply for this call type
This call conclusion does not apply for this call type
Agents Comments