Stages Pt 1 Flashcards
What are the 4 steps to log into stages?
Login to Stages with username and password
Open Softphone
Pull Up Buffer (Ctrl+Alt+B)
Hop into Autofeed (F7)
Site Summary
Provides Location along with Subscriber and Dealer information
History
Provides the alarm information as well as any other signals received on that account.
Temp Notes
Temporary changes on the account made by an operator
Action Plan
Overview of alarm procedure and step by step script on how to react to the alarm.
What is this button?
Verify Contact. Used to verify contacts for tests and temp notes
What is this button?
Manual event. Used to refer customers to the main office
What is this button?
Operator Action. Used for documentation
What is this button?
Dial button. Used to send the call from stages to your phone.
What is this button?
Test. Used to place the system or singular points on test
What is this button?
Temp Note. Used to create a temp note.
Con
Connected, Speaking to the person. Not used on site (putting in a password, it is a given that you connected).
Call
Call did not go through, Busy tone, has you call a second time.
Noans
No Answer after 6 rings.
Ansmac
You reach an answering machine, you are prompted to leave a voicemail.
Ansno
You reach an answering machine yet your AP advises to not leave a voicemail.
VMF
Voicemail full or not set up
REC
You hit a recording that gives no option to leave a voicemail, reach a pertinent extension or talk to an operator.
NA
The person you are trying to reach is not available. Not used on site.
Dropped
You or the subscriber end the call by accident. Stages will prompt you to call a second time.
CB
Call aborted. You or the subscriber end the call on purpose. Not used on site.
Discon
Disconnected. The number has been disconnected. The recording must say the word disconnected. This removes the number from the call list and therefore will not be used on site or dispatch.
WN
Wrong Number. The person who answers advises they do not know who you’re calling about or they should no longer be on the call list. This removes them from the call list. Not used for site or dispatch.
4000
General documentation. The best place to document any time you need to document and there isn’t a place to do so. This documentation is stamped in the history.
4443
Confirmed Actual. Used when you are advised that there was a real emergency. This stamps the info into the history and can be pulled in a report.
4300
Compliment. This is used when you or someone else is complimented on the account. This is stamped in the history and can be pulled in a report.
4100
Disregard per instructions. This is used when you’re given instruction OUTSIDE OF THE ACTION PLAN advising to disregard the alarm. For example, an inbound call, temp note, disregard per chat. This will close the account.
FC
Full clear. This will automatically come up at the end of the action plan when you are finished with everything on the account. It will close the account.
PC
Partial Clear. A partial clear is used when the account needs to be accessed at a later time. Example, to retrieve an update for a subscriber. This will temporarily close the account.
Do you document in call dispositions or operator actions?
Operator actions. The only time you can document in a call disposition comment box is when calling dispatch.
