Open a Can of Webchat...
If a webchat inquiry is asking for account specific details or questions the CSR will do this
deflect the visitor to call the PTIN line
A CSR answers every call with this statement
"Thank you for calling the PTIN Information Line. My name is [First Name, Last Name (Alias)]; may I start with your PTIN?”
These must be worn prior to opening any mail
latex gloves
Versa Reglulation (VR) is specifically for use by ______
Back Office Users (CSRs)
IVR
Interactive Voice Response (Job Aids:IRS Acronyms)
"I got a letter about a P-T-I-N account that I supposedly made??? What is that?"
Webchat 18
**DAILY DOUBLE!**
Refer the caller to the information on the letter they received to respond either in writing or by phone to the contact information on the letter (i.e. the address, phone number, email address, etc.)
(CPG 38)
Once mail is opened it is sort and bundled together in groups of this number
25
The name of the icon used to select
web
High Risk Authentication
"I just got certified as an enrolled actuary, am I able to add this credential to my PTIN account online?"
Webchat Canned 1 & 2
"Hi, I'm trying to pay for my PTIN renewal online but every time I click to pay I keep getting this error message. I don't know, it says something about a 'communication error'. I followed all of the instructions it gave me in the message but it's still not working. Is the website broken or something?"
CSR action would be
CPG 25
"I apologize for any inconvenience and thanks for providing us these details. The payment system is currently undergoing maintenance. Please allow 24-48 hours and then try to access the system again. You will be able to make your payment online by logging back into your PTIN account and selecting the Pay PTIN User Fee button under Additional Activities from the Main Menu.’
14 business days
Domain refers to this
the level of bureaucracy the user can access in VR
"It's been a while since I've logged onto my online account and I wanted to check my PTIN status, but when I tried to log in I got a message that said my account was locked. How can I fix this?"
Instruct the caller to use the 'Forgot Password' link to unlock the account.
(CPG 40)
"I just started my own tax preparation business from home and I've heard something about the AFSP. What is the benefit of participating in this program?"
Webchat 30
"I'm trying to do my PTIN application online and when I try to use the lookup tool for my city it keeps giving me the wrong city. I've tried typing it in manually but it still keeps giving me an error. You need to get your developers to fix this..."
After looking at the CPG, a CSR will utilize this document to address the caller's issue
Creating a Case job aid
(CPG 68)
Two methods used for disposing of documents
1. shred machines
2. locked bins for offsite shredding
**DAILY DOUBLE!**
breadcrumb trail
A preparer calls inquiring about exemption from the AFTR. The CSR, following the CPG, would reference this specific document to help answer their question(s).
AFSP Call Procedure Guide
(CPG 45)
A CSR is assisting a web user via webchat and unintentionally sends the incorrect canned web response. The CSR should follow up with this
Webchat General Message 7
"Good afternoon, I wanted to check on the status of my PTIN application. I filled out my application under no SSN and uploaded my 8945 form and notarized documents, but I never got the option for payment. I submitted it 3 weeks ago, and I haven't heard back ANYTHING! What's taking so long?"
CSR will respond with this
Inform them of the 4-6-week processing time
Mail is kept here when transporting it from the pickup facility to the CCC facility.
the trunk of the car
When doing a name search, back office users can use this symbol if unsure of the exact value
(VR guide pg. 10 - Name Search)
After concluding a call in which a CSR had to access a preparer's account, a CSR will then do this
Complete a Contact History Note