The Contact Center Pro Support Portal
Our support portal has been designed to simplify the raising, managing and updating of CCPro Support Tickets. You can now raise a new support case by simply sending an email to:
The system will create a support ticket for you. You can then reply to any emails you receive regarding that ticket, and your reply will be automatically added to the ticket so the Support Engineer can respond.
You will also be provided with a username and password so that you can raise, view, update and manage support cases for your organisation.
To access the support portal, please use this web address:
Logging In
You can submit a ticket without having a support account. However, we recommend having an account, so that you can easily track and manage tickets raised by yourself and others within your organisation.
You may have already received your login credentials. If not, please speak to your support representative.
Submitting a New Ticket
Once logged in, click “Submit a New Ticket”
Enter the details of your ticket and then click “SUBMIT” at the bottom.
Subject: A brief description of the issue.
For example, “Unable to log into Contact Center Pro”
Description: A full and detailed description of the issue you are reporting.
Please provide as much information as you can.
If you are reporting problems with calls, please be aware that in order to investigate, we will need a minimum of THREE examples which must be from the past 24 hours.
The easiest way to provide an example is to obtain the “Session ID” of the call. A typical Session ID will look like similar to this:
0abc8e24-a897-44a3-942b-e6ca522b5c8b
You can find the Session ID in your contact centre, under
Administration > Reporting > Historical – Contacts > Detailed History
Additionally, agents can obtain Session IDs of their current call in the Agent Experience by clicking the three vertical dots next to the call details and selecting “Copy Session ID”.
If you do not have the Session ID, don’t worry. Just provide the specifics of the call:
Date and Time:
Number dialled (if outbound):
Caller’s number (if inbound):
Agent name:
Details of issue:
You can also attach any files (for example, screenshots) that may assist in identifying and resolving your issue.
When you have entered all the information, click “SUBMIT”
Once your ticket has been created, you will see a screen like this that shows details of your ticket.
Priority is always initially set to “P4 (Low)”.
This will be changed, if necessary, by the support engineer who picks up your ticket, based on the information you have provided in the ticket.
Updating an Existing Ticket
From the “Home” screen, click “Check Existing Tickets”
From here, you will see a list of open ticket within your organisation.
You can use the “Open or Pending” dropdown to change this view to include tickets in a Resolved or Closed state.
Click on a ticket to view it.
Once in the ticket view, you will be able to see all interactions between yourself (or the person who raised the ticket) and the support engineer(s).
To reply to the ticket, simply type in the reply box at the bottom and click “Reply” when complete.
Other Notes
Ticket Status
A ticket will always have a status, these are set by the engineer and are as follows:
- Awaiting First Response – The ticket has just been created and is awaiting engineer attention
- Awaiting Engineer Assignment - The ticket is in our work queue and is awaiting allocation to an engineer
- With Support Engineer – The issue is being worked on by the support engineer, or is with our support team for further work
- Pending Further Action – The issue is awaiting work by other teams
- Customer Update Received - We have received your update and the ticket is awaiting further action by our engineers
- With Development Team - The issue has been raised to our in-house development team. There will usually be a Development Case Reference displayed also
- With Infrastructure Team - The issue has been raised to our in-house infrastructure team
- With Product Team - The issue has been raised to our in-house Product Team, for example feature requests
- With Third Party - The issue has been raised to a third party, such as one of our suppliers or vendors
- With Carrier - The issue has been raised to one of our telephony carriers
- With Success Manager - The issue has been raised to our Success Manager team
- With Build Team - The request is with our Build Team, for example construction of new call flows
- With Management - The issue has been passed to our Management team for review
- Awaiting Your Response – The ticket is awaiting a response from you or your organisation to something we have asked
- Awaiting Incident Report – The ticket is awaiting creation of an Incident Report / Root Cause Analysis
- On Hold Awaiting Software Release - The issue has been identified by our development team and is now awaiting deployment via a software release. You will be contacted when a date for the release is available
- Resolved (Complete) – The ticket is believed to be resolved. It will stay in this status for 48 hours before automatically moving to Closed
- Resolved (Incomplete) – The ticket is believed to be resolved as far as we can take it, but the issue itself may still need further work, or the cause cannot be determined. It will stay in this status for 48 hours before automatically moving to Closed
- Closed – The ticket is now closed
Release Notes
The latest CCPro Release Notes can be found on the Support Portal under
Knowledge > Announcements > Scheduled Releases
CCPro Knowledge Base
Details of how to access the full CCPro Knowledge Base located within your Contact Centre can be found under
Knowledge > Customer Knowledge Base > How to Access the CCPro Knowledge Base
Questions
If you have any questions regarding the Support Portal, or need further guidance or instruction on using it, please contact your Support Representative.