New EVC call management system - FAQ

3 min. read
01/09/2020

Your questions on our new integrated call management system answered.


Why is Eurovision Services introducing a Call Management System?
What are the main features of the new Call Management System?
When will the new system be implemented?
Which numbers / services will be impacted by this change?
Will the new system replace 4-wire / TCC?
My call is urgent, can I bypass the Call Management System and be put straight through to an engineer?
Do I have to wait for the automated message to finish every time I call? It's frustrating when I already know I have to enter my synopsis reference number!
Why is the Call Management System based on synopsis reference numbers?
Where can I find my synopsis number?
The number has a dash (-) in it, but there is no dash key on my phone’s keypad. What should I do?
There is a slash (/) and some text after the synopsis number, should I enter that?
What if I’m calling about a future transmission and I don’t have the synopsis reference number yet?
What happens if I enter an incorrect synopsis reference number?
Will the new system record all calls?

 

 

Why is Eurovision Services introducing a Call Management System?

We are introducing our new Call Management System to reduce response times for calls to Eurovision Control (EVC) and offer better customer service. Simply by entering the synopsis reference number for their enquiry, customers can ensure that their call is put through to the correct person or team.

Previously, calls to the EVC would ring across all workstations and the first available engineer would answer, without knowing what the call was about. With this new system, the call is routed straight to the person or team dealing with a particular transmission and the engineer who answers the call will have all the relevant details on screen when he or she answers the call.

It also allows us to flag any ongoing incidents with a particular transmission immediately, so that as soon as a customer enters the synopsis reference number, we can let them know we are aware of the problem and that our engineers are already working on it. Engineers can include a message specific to a particular transmission, indicating, for example, when they expect the problem to be solved.

We know our customers are working under pressure, especially when they need to call us, so this new Call Management System aims to save time by:

  • reducing waiting times to reach our engineers
  • reducing the number of call transfers
  • reducing the time spent on clarifying which service the customer is calling about

What are the main features of the new Call Management System?

The main features of the new Call Management System are:

  • a requirement to enter the synopsis reference number for any telephone enquiries to EVC. Customers are used to working with these numbers for bookings and can find the corresponding number on every synopsis (Eurovision Services document with technical parameters issued for each confirmed transmission on our network)
  • an automatic transfer of the call to the responsible engineer or team
  • an automated message for all customers enquiring about transmissions with an identified ongoing technical issue

When will the new system be implemented?

The new Call Management System will be implemented on 07 September 2020.

Which numbers / services will be impacted by this change?

At this time, only our main EVC (Eurovision Control) phone number (+41 22 717 2790) will be connected to the new Call Management System.

Will the new system replace 4-wire / TCC?

No, the 4-wire system / TCC will not be impacted by the new system, they will still be used.

My call is urgent, can I bypass the Call Management System and be put straight through to an engineer?

All calls to EVC concern transmissions that are already in progress or due to start within one hour. Using the synopsis reference number entered on the phone's keypad, the system checks the transmission information and puts you through to an EVC engineer. If the synopsis reference number is for a transmission that is due to start in more than one hour, your call will automatically be transferred to our planning department.

If we know about any ongoing issue with a transmission, it will be noted in our database. Therefore, if you enter the synopsis reference number at the start of your call, we can immediately let you know that we are aware of the problem without you having to wait to speak to an engineer.

At peak times, we may have numerous customers calling about the same transmission. In this case, a new feature of the call management system tells you how many people are in front of you in the queue and gives you an estimated waiting time.

If you need more information, if you have another question, or if you enter an incorrect synopsis reference number twice, you can still hold the line to be put through to one of our engineers.

Do I have to wait for the automated message to finish every time I call? It's frustrating when I already know I have to enter my synopsis reference number!

The automated answer message is an integral part of the new Call Management System to prompt you to enter your synopsis reference number. Once you are used to the system, however, you can enter the synopsis reference number followed by the # key as soon as the message starts. There is no need to wait until the end of the message every time you call.

Why is the Call Management System based on synopsis reference numbers?

The synopsis reference number is a unique identifier for every single transmission on the Eurovision Global Network. By requesting this number at the start of the call, we can immediately let you know whether we are aware of any issues with this transmission. It also means that engineers taking calls will already have all transmission information displayed on their screen when you talk to them, so they will be able to start helping you right away.

Where can I find my synopsis number?

There a several ways to find the synopsis number for a transmission: on the synopsis e-mail, on your transmission dashboard or in the Events section on our website. You can find a more detailed explanation of how to fnd the synopsis number here.

The number has a dash (-) in it, but there is no dash key on my phone’s keypad. What should I do?

When your call is connected, you will be prompted to enter the number using digits only, without the dash. Although you may be used to omitting the first two digits (which correspond to the year) when calling the EVC, it is important that you enter the complete synopsis reference number (e.g. 20-123456) omitting the dash (so you would enter 20123456# on your phone's keypad).

There is a slash (/) and some text after the synopsis number, should I enter that?

No, you only need to enter the digits before the slash.

What if I’m calling about a future transmission and I don’t have the synopsis reference number yet?

Priority for calls to the EVC is given to transmissions in progress or ones which are due to start within one hour. Requiring the synopsis reference number helps us to respect this priority. If your transmission is scheduled to start in more than an hour, your call will automatically be forwarded to our planning department. If you do not enter a synopsis reference number, your call will be placed in the queue to speak to an engineer. Please bear in mind that, in this case, the engineer will not know which transmission you are calling about.

What happens if I enter an incorrect synopsis reference number?

As soon as you enter a synopsis reference number, the system queries our transmission database. If the number is found, your call is put through to the correct department or team with all the relevant information on screen.

If our system does not find the number in our database, a message will inform you of this and you will be asked to try again. If the number is still not recognised, you will be put through to an engineer.

Will the new system record all calls?

By default, all calls will be recorded. At the end of the call, the engineer can add this recording, along with any notes, to the relevant transmission in our database. If you do not want your call to be recorded you can say so as soon as you are connected to one of our engineers.