CCA
Quick Action tab used to look up a customer's account.
What is Account Search?
PPC Balance is shown here.
What is Billing Numbers?
Smart Comm Call Center Phone Number.
(727) 349-1561
The 3 types of video visits.
What are local, remote, and VOD.
The cost of a message at the majority of our facilities.
What is 50 credits?
The number of quick actions on the CCA.
What is 8?
User Types are found here.
What is Clients > Locations > Select Facility?
CDR stands for...
What is Call Detail Record?
Define a remote visit.
What is a visit that can only be scheduled by a public user at least one day in advance, can last 15, 30, or 60 minutes depending on the facility, is done from the public user’s device rather than at the jail, and is charged a set rate of credits per minute?
The facilities we accept trust deposits for.
What are Oakland, Fairfax, and all of the San Diego facilities?
Here you can find the number of calls waiting and the average wait time of our calls.
What is the queue? 100 bonus points if you said “What is the team calls overview?”
The 3 things an inmate must confirm before we can discuss anything about the account.
What are the name, date of birth and the inmate ID number?
International Calls can be made as long as the inmate calls using their pin debit not ppc.
True
Where the visitation settings are located. (Where can you view the visits per day/per week…)
Facility Level > Communications (blue tab) > Visitation > Settings
Tell me what it means when a facility has a 1:1 ratio.
What is, every inmate has their own tablet?
Define the user status board. (What is it? What does it do?)
What is the icon used to control your status on aircall?
List the steps used to schedule a local visit.
What is, confirm that they have a fully set up account > Facility Level > Communications (blue tab) > Visitations > Schedule A Visit?
Where the call rates are located.
Where is the CCA, on the rate lookup tab/Knowledgebase master call rates sheet?
True or False, customer service should schedule a remote visit for the PU as long as they have a fully set up account on the website (connected to inmate, visitation approved, etc…)
False (if the question was about a local visit the statement would be true)
The restriction for pin resets is… (no more than __ times within __ days)
3 times within 30 days
The 5 things you need to create an account for the PU.
What is the First/Last Name, Phone Number, Billing Address, 4-8 digit password, and Facility?
How to create a support ticket.
What is Facility Level > Support > Open Support Ticket?
How to restrict a phone number from receiving calls from the whole facility.
Facility Level > Communications (blue tab) > Phones > Global Numbers > Add New Global Number…
How do you find the ratio of tablets to inmates?
Clients > Clients > Edit Client > Ratio : ___
Where the quick code is located.
Fac. Level > PU account > visit details > look for Visit Quickcode: __ in the information box
OR
Fac. Level > Communications (blue tab) > Visitation > Upcoming Visits > find the visit (ctrl+f) > code shown to the right