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GCI CNCC Help Desk Script

Agency expectations:

1. Initial contact and triage
2. Determination if eLandings applications are up and running properly (Outage)
3. Assistance with password issues

  INITIAL CONTACT

 Answer the telephone:  GCI CNCC Help Desk  

1. Name of caller
2. Company and telephone contact number and email address (if possible)
3. eLandings User Name (if possible)
4. Do you have a landing report in process, what is the landing report number?
5. Identify which eLandings program and fishery the customer is calling about. Asking them how their data is transmitted, via the web or email, is a good way to start.

     6. If they are calling about any aspects related to the Observer program, direct them to the NOAA Enforcement Data Technicians at 1-800-304-4846 option #1

     7. Is this a time sensitive issue?

1. 1.  Anything IFQ related is time sensitive, so the caller should be directed to the NOAA Enforcement Data Technicians at 1-800-304-4846 option #1
   2. During regular business hours use the table above to determine the program, fishery, and issue. Then refer to the contact sheet for the appropriate agency staff to route the call to.
   3. If it is about salmon, refer to Gail Smith at ADF&G 907-465-6157 or 907-723-0724
   4. Manual landings required for IFQ or enforcement related questions can be referred to the Data Technicians at 1-800-304-4846 option #1

    8. If it is a non-time sensitive issue and they are calling outside of regular business hours.

1. 1. If they need to edit a report they can send an email to elandings@alaska.gov and an appropriate staff person will contact them the following business day.
   2. If they have general questions you can direct them to our Wiki documentation page https://elandings.atlassian.net/wiki/display/doc/eLandings+User+Manual

ASSISTANCE WITH PASSWORD ISSUES

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1. I have forgotten my user ID or password, can you help me?

• • If they know their UserID but forgot their password, they can go to elandings login page and have their password emailed to them as shown in the screen shot below but they do need to enter their UserID in the appropriate field. They will also need to enter the email address associated with their user account.

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• • If the customer calls back and has not received the email with their password and it is time sensitive, have them contact the Data Technicians at 1-800-304-4846 #1
  • If they don’t remember their UserID and it is outside of regular business hours, refer them to the NOAA Data Technicians at 1-800-304-4846, option # 1

REMINDERS

• When you transfer a call to another agency or to the Data Technicians, please identify yourself as GCI CNCC.
• You may get an occasional call from someone using the Agency Desktop application – this is an administrative interface to the eLandings system used internally by National Marine Fisheries and Fish and Game staff; if the caller is a NMFS or ADFG employee and are calling about this program, direct them to the appropriate agency person, Gail Smith for ADF&G, and Suja Hall for NOAA/NMFS.

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OUTAGE PROCEDURES

1. If there is a GCI related internet outage after hours, please contact the NOAA Data Technicians at 1-800-304-4846, option # 1 to let them know.
   • If you suspect the outage will last for an extended period of time, please notify Larry Talley at 907-723-1868 or 907-364-3275 or larry.talley@noaa.gov.
   • If there is an outage on the eLandings side after hours, please gather as much information as possible from the user for documentation purposes and then contact Larry Talley at 907-723-1868 or 907-364-3275 or the NOAA Data Technicians at 1-800-304-4846, option # 1
     • Please note that NOAA and ADF&G staff are not on-call, nor do they have pagers so after hours support is “best effort”. The NOAA Data Technicians have a complete list of interagency staff contacts so they are always a good option to contact when there is outage information to share.

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