Page Comparison

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1. Your name?
2. Phone number where I can call you back if we get disconnected?
3. Is this a time-sensitive issue?  If not, please ask the caller to contact NMFS staff during regular work hours.  If it is time sensitive (such as reporting IFQ catch to meet regulatory time constraints), please continue to assist the caller.
4. Is this a salmon issue?
5. What processor or vessel do you represent?
6. What is your eLandings user name?
7. If you have a landing or production report in process, what is the report number?
8. Identify which eLandings program the customer is calling about. The customer may not know the program by name, so ask them how they transmit their data, over the web or via email.  Please use this list of programs and their features to determine which program the caller is using:
   • transmit over the web - eLandings web application; the only public web application in the system; if they access the program via a web browser then it is this program
   • transmit using the email transmission method - Processor desktop or processor workstation; allows catcher-processors and other offline customers to enter transactions via email; also called seaLandings
   • transmit using their own system-to-system exchange method - used only by a few processors
   • Few callers will be using the agency desktop - the administrative interface to the system used internally by National Marine Fisheries and Fish and Game staff; if the caller is a NMFS or ADFG employee then they may be calling about this program. (Agency users should get their support internally.)
9. Problem description - Record a brief problem description, addressing the following questions:
   • Is the customer currently trying to complete a daily landing report or a daily production report?
   • Is the current problem related to Individual Fishery Quotas (IFQ)?
   • Does the customer require immediate assistance, or can this problem wait for a normal business-hours response?
10. Can the customer access the eLandings web site? If the answer is no, consider any known Internet service outages and consider the connectivity problem solutions below: _(click a title for more detail)_

    Filter by label (Content by label)
    ProblemConnectivity ProblemConnectivity showLabels false maxResults 999 showSpace false excerpt true excerptType simple cql label = "problemconnectivity"

11. Can you help the customer find a solution from the list of common questions below? _(click a title for more detail)_

    Filter by label (Content by label)
    ProblemSolutions ProblemSolutions showLabels false maxResults 999 showSpace false excerpt true excerptType simple cql label = "problemsolutions"

12. Should you direct the customer to an alternative reporting option? If outside normal business hours, and the customer is frustrated and unable to complete a report with the online system, consider referring the customer to alternative mechanisms (the customer will know the options they require):

    Filter by label (Content by label)
    AlternativeReporting AlternativeReporting showLabels false maxResults 999 showSpace false excerpt true excerptType simple cql label = "alternativereporting"

13. If you can't solve the problem, categorize it and transfer the call to the appropriate agency support resource. Agency staff will require the customer information requested under items 1 through 7 at the top of this page; customer name, phone number, processor or vessel, username, landing report number (if applicable), which eLandings program (web, desktop, agency), and problem description complete with an indication of urgency (immediate response or business hours). Agency staff should also be informed of assistance that GCI provided prior to the transfer.

    Filter by label (Content by label)
    ProblemDispatch ProblemDispatch showLabels false maxResults 999 showSpace false excerpt true excerptType simple cql label = "problemdispatch"

14. How do I record the CFEC fishery permit if the fisher does not have a valid permit to land and sell the fish?  State of Alaska Fish and Game regulations require that the fisher (seller of the fishery product) present a valid CFEC fishery permit card prior to landing the catch.  The processor should contact the local office of the State Troopers, reporting a landing without a proper CFEC permit.  The processor should follow the instructions from the State Troopers with regards to documentation of the catch.  If the landings has already occurred, the processor should use the interim value to CFEC permit to report the catch.  The interim value is 9998 00098A and the CFEC Permit Sequence Number is 0000W and the Management Program is OA.  The local office of ADF&G should be contacted to inform them of the use of the interim value.  The processor should not use another CFEC permit that is not valid for the fishery that represents the catch.

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