When an initial phone call is received by eLandings technical support....
- Your name?
- Phone number where I can call you back if we get disconnected?
- 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.
- What is the application/program you're using?
- eLandings web (transmit reports via the web)
- seaLandings (transmit via email or direct transmission)
- tLandings
- eLogboks (longline or trawl vessels)
- Observer Program (fees or vessel information)
- What is the fishery? (salmon, groundfish, crab)
- What processor or vessel do you represent?
- What is your eLandings user name?
- If you have a landing or production report in process, what is the report number?
- Problem description - Record a brief problem description, addressing the following questions:
- Is the customer currently trying to complete a landing report (which generates a fish ticket) or a daily production report?
- Is the current problem related to IFQ permits or fisheries?
- Is the current problem related to the electronic logbook?
- Does the customer require immediate assistance, or can this problem wait for a normal business-hours response?
- Is the customer having issues accessing the eLandings web site? If the answer is yes, provide them with this information:
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- Can you help the customer find a solution from the list of common questions below? _(click a title for more detail)_
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- 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):
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- 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 8 at the top of this page. Agency staff