Embedded Files
When the interface is experiencing issues, we will have relevant error messages that help the agent know what they can expect or what to do to resolve the problem. Sample error messages are displayed below.
Agents can raise issues on our corporate support system, LanDesk. The first line support team will assign these issues to Development to look into. We have also built in some restrictions, such as preventing access to sending messages via GOV.UK Notify if there is a problem fetching the templates.
In the event of total failure
In the event of total failure
If the entire service is unavailable, NCC agents could revert to their existing solution. This involves logging caller details and call reasons and actions in an Excel spreadsheet; they could then copy and paste the details into the CRM at a later opportunity.
When the servers are down
When a users log in credentials are permitted but there is a problem logging in
When a user is not permitted to access the site
When a log in attempt times out
When we can't fetch templates from Gov Notify
Service Support
Service Support
The Agents and Team Leaders will be told in the handover training sessions that they should raise important and critical errors to the ICT support team via Landesk. The ICT support team will be trained to work with developers to troubleshoot and resolve errors.
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