Queue 1) First Call Attempt - these are verifications that have never been called on before but are ready for their first call.

Queue 2) Internal Processing - all other verifications processed by call center are in this queue, they are placed here after their first attempt (if they are not closed). They have low priority than First Call Attempt.

Verifications are first distributed by time zone. Reference Verifications have a slightly different prioritization than other verification types. Each time zone is distributed during their "activation period".

The time zone is determined by the field "Contact Time Zone" on the verification. If there is no time zone identified or present, then they will be stated as "other".

Time Zone for Verifications (Except Reference)

Eastern

Activated from 5 AM to 2 PM PST, #1 in priority when active.

Central

Activated from 6 AM to 3 PM PST, #2 in priority when active.

Mountain

Activated from 7 AM to 4 PM PST, #3 in priority when active.

Pacific

Activated from 8 AM to 5 PM PST, #4 in priority when active.

Alaska

Activated from 9 AM to 6 PM PST, #5 in priority when active.

Hawaii

Activated from 10 AM to 7 PM PST, #1 in priority when active.

Other

Activated from 5 AM to 10 PM PST, #1 in priority when active.

Time Zone for Reference Verifications

Eastern

Activated from 8 AM to 5 PM PST, #1 in priority when active.

Central

Activated from 9 AM to 6 PM PST, #2 in priority when active.

Mountain

Activated from 10 AM to 7 PM PST, #3 in priority when active.

Pacific

Activated from 11 AM to 8 PM PST, #4 in priority when active.

Alaska

Activated from 12 PM to 9 PM PST, #5 in priority when active.

Hawaii

Activated from 1 PM to 10 PM PST, #1 in priority when active.

Other

Activated from 5 AM to 10 PM PST, #1 in priority when active.

After they are prioritized by time zone, they are then prioritized by the date/time the verification was created. Verifications are then distributed Newest Verification to Oldest Verification based on the date/time the verification was created in the system. The verifications having latest created date will have high Priority.

These verifications are those which queued yesterday but not distributed, so these will prioritize according to the Yesterday's Untouched ON/OFF.

The verification whose account is selected will be distributed on high priority.

These type of verification will distribute if the ETA date is elapsed and Callback time is elapsed. These verification will not depend upon any above criteria. But the verification will have priority less than account level and Untouch level.

When we add any Account manually in this section, priority increase temporary at the account level.

This ensures that any verification for the account/accounts selected is pushed above any other search (if untouched). This priority bump will last until cancelled (should be controlled by account for cancel or addition) or until the end of the day (12 Midnight). And this section also has the ability to Remove account from list.

It is toggle button on the page. It sets all Verification untouched from the prior day to be distributed first or set high priority and also depending upon the rest of the conditions.

There are following buttons for USA timezone : Eastern, Central, Mountain, Pacific, Alaska, Hawaii and Other.

For example: When the time is 8PM PST then only other timezone is active automatically according to the time and only verification of other timezone will distribute that time, and now Toggle Eastern timezone button, so now Eastern timezone verification can also be distributed as timezone is activated manually. And so on user will be able to distribute any timezone's verification at any time.

Note: When timezone is activated manually then all types of verification will distribute except Reference Type verification.

These 2 buttons cannot be active at same time, if Newest to Oldest is active then Oldest to Newest will be inactive and vice-verse. When Newest to Oldest is active then recently created verification will be distributed on high priority depending upon the other conditions also.

By default all buttons are active, but when any type is deactivated then that type of verification will not set the priority and not be sent to the queue.

Active Distribution page

This page is the supervisor page from which we handle the verification distribution criteria

For example
Condition are:
Account : IT Testing Account - 1 and Glenair, Inc. are selected
TimeZone: Manually active Eastern, Central and Pacific
Yesterday's Untouched is On
Newest to Oldest is active

There are 14 verifications as divided please see screenshot

Now GetNextDistributionSheduler.exe will run in every 15 minutes which will set the priority of the verification records.

When the Accounts are selected and Untouched button is on then all verification which are untouched: Yes those will be distributed in the queue first according the time zone and owner. I.e The verification which is untouched and time zone: Eastern, Queue: First Call Attempt and Created date is latest date will assigned the priority 1. When priority is of all verification which are untouched, have selected account , time zone: Eastern, Queue: First Call Attempt set the priority according to the created date, then it will set priority of Central time zone verifications in same way as it has set the priority for Eastern time zone. When all verification set the priority which are untouched then it will set priority of all verifications which are not untouched but have the selected account , active time zone and latest created date.

After that all verifications will set priority with have account which is not selected on the active distribution page. Please see below screenshot.

Note: Every midnight an automated exe(Commondata.exe) will execute which reset the priority of all verification. And also reset all the changes made by user manually on Active Distribution page.

# of Completed Actions (Verifications where the search status at the end of the users action was NOT complete).

# of Closed Verifications (Verifications where the search status at the end of the users action was completed). We must ensure that we do not double count searches in #1 and #2.

This should is the subsection of the page and allow the user to choose a date/time period but default to the current date.

This is a link on the active distribution page on clicking this link user navigates to CheckVerificationDistribution page.

where a user can enter the verification number or search number which will then return.

Standard Verification, International Verification

Once a standard verification is distributed to a Call Center Representative, the processing page allows them to work the verification. This page has several different aspects that change based on the status and verification type.

International verifications are not distributed with the standard verifications as these have different criteria for when to call. On the Get Next staging area there is a "International Get Next " button that when selected will distribute the next international verification.

Call Center System

Following are the options of first drop-down which performs some action.

When Call tab is selected , This indicates that the Call Center Rep successfully made a call but is not able to complete the search. There are two drop-downs available.

1. LVM For Verifier - indicates that they left a voice message for the verifier. Selecting this will add a Notes to Client: We were unable to reach verifier and have left a voicemail at the number provided (inserts contact number). We will make further attempts to reach verifier with the information provided.

Validation: if there is no contact number present a prompt will display to the call center rep requesting them to provide the contact number.

2. LVM For Applicant- indicates that they left a voice message for the applicant for more information. Selecting this will ask the Call Center Rep to provide the reason why they are contacting the applicant. This will be a text box for them to enter in the reason.
This also adds a Notes to Client: We were unable to reach applicant to [Applicant Information Needed value] to complete this Verification and have left a voicemail at the number provided [applicant contact number]. We will make further attempts to reach applicant with the information provided.

Validation: if there is no contact number present a prompt will display to the call center rep requesting them to provide the contact number.

3. ETA Expired, Follow up VM - indicates that a previously we were provided with an ETA for a return fax, but that ETA has expired and we have left a message for the verifier. Selecting this will add a Notes to Client: ETA has expired for returned results. We have left a voicemail at the number provided [insert contact number] to obtain a new ETA.

Validation: if there is no contact number present a prompt will display to the call center rep requesting them to provide the contact number.

4. Call Back Later - indicates that we were asked to Call Back at a later time.

Selecting this will ask the Call Center Rep to provide a call back date/time Note - The search will then get next distribution at that date/time.

Selecting this will add a Notes to Client: We have been advised to call back verifier at [call back date/time value]. We will conduct a follow up call at time specified.

5. Unable to LVM for Verifier - indicates that we are unable to leave a voice message. Selecting this will add a Notes to Client: We have attempted to reach verifier and are unable to leave a voicemail at the number provided (contact number). We will make further attempts to reach verifier with the information provided.

Validation: if there is no contact number present a prompt will display to the call center rep requesting them to provide the contact number.

6. Unable to LVM for Applicant - indicates that we are unable to leave a voice message.

Selecting this will ask the Call Center Rep to select the reason why they are contacting the applicant. This will be a text box for them to enter in the reason.

Selecting this will add a Notes to Client: We have attempted to reach applicant to obtain [Applicant Information Needed value*] to
complete this verification and are unable to leave a voicemail at the number provided (applicant contact number). We will make further
attempts to reach verifier with the information provided.

Validation: if there is no contact number present a prompt will display to the call center rep requesting them to provide the ContactNumber, user requesting them to provide the contact number.

Notes to Client will be updated with: [Standard Date Format] - We were unable to reach the Verifier to complete this verification and have left a message with [Name Value] ([Position]) at the number provided [Contact Number]. We will make further attempts to reach the Verifier with the information provided.

Notes to Client will be updated with: [Standard Date Format] - We were unable to reach the Applicant to complete this verification and have left a message with [Name Value] ([Position]) at the number provided . We will make further attempts to reach the Applicant with the information provided.

On submit, the following note should be appended to the top of the Internal Notes: [Standard Date/Time stamp] - [Call Select] [Call Attempt]
Note: This Call Attempt option is also under Email tab has the similar functionality as in Call tab.

This is a field that is needed on the verification object. It should be a multi select dropdown field that contains the following values. (note that any pages using this needs to allow multi select feature)

When Fax tab is selected, This indicates that the that the Call Center Rep needs to send a fax request. Options available include :

1. Fax Request to Verifier: Prompts Call Center Rep to provide an ETA Date for when to follow up on the fax. Changes the Verification Status to Hold Adds a Notes to Client : We have faxed our request the verifier, and are pending faxed back results on [eta date].

Validation: if there is no fax number present, the system will prompt the Call Center Rep to provide the "Fax Number" and this field should auto populate with the "Contact Fax" data. Sends the appropriate fax cover to the number provided. An option will be available for the user to select one of the attachments from the "Files" section and identify it as the SR, if selected, this will also fax to the verifier.
a. None
b. Use Electronic SR
c. Use Attached Paper SR

With None as the default selected option and "Use Electronic SR" or "Use Attached Paper SR" only being available when the documents are available (i.e. if no Electronic SR is available then the option should be grayed out and unavailable for selection)When one of the options is selected and the fax is sent, the corresponding SR should be attached to the outgoing fax.

2. Fax Request to applicant: Prompts Call Center Rep to provide an ETA Date for when to follow up on the fax.Changes the Verification Status to Hold Adds a Notes to Client :We have faxed the Signed Release to the applicant for completion, and are pending faxed back results on [eta date].

Validation: if there is no fax number present, the system will prompt the Call Center Rep to provide the fax number.Sends the appropriate fax cover to the number provided.
Fax Receipt Confirmation: Prompts Call Center Rep to submit the confirmation Note Adds Notes to client:[today's date/time] Fax Receipt Confirmed.

When Email tab is selected , This indicates that the Call Center Rep needs to send a email request. Options available include two drop downs:
Action Performance drop downs has following options

1. Email Request to Verifier: Prompts Call Center Rep to provide an ETA Date for when to follow up on the email.
Adds a Notes to Client: We have emailed our request to verifier at the address provided (contact email address) and are pending results emailed back on [eta date].

Validation: if there is no contact email, the system prompts the Call Center Rep to provide the contact email.Sends the appropriate email to the email address provided and in the received email, the link to redirect to Express Results page which will directly open to the correct page for the type (i.e. Employment should go to the Employment page directly) Search number will be auto filled the Search Number field on the express result page for the Verifier

2. Email SR Request to Applicant: Prompts Call Center Rep to provide an ETA Date for when to follow up on the email.Adds a Notes to Client: We have emailed the Signed Release for completion at the address provided (applicant email address) and are pending return fax on [eta date].

Validation: if there is no contact email, the system prompts the Call Center Rep to provide the applicant contact email.
Sends the appropriate email to the email address provided with an attached SR.

3. Email Request To Applicant: Prompts Call Center Rep to provide an ETA Date for when to follow up on the email.
Adds a Notes to Client: We have emailed a request to the applicant at the address provided [applicant email] and are pending response on [eta date]

Validation: if there is no applicant email, the system prompts the Call Center Rep to provide the applicant contact email.
Sends the appropriate email to the email address provided and no attachment of SR will be send.

4. Create RR Ticket: The Call Center Rep is prompted to indicate what information is needed from the client.
Adds a Notes to Client: Please note a [Applicant Information Needed value*] is required to complete this verification. Please forward us the information as soon as possible.
Sends or creates a RR Ticket to customer service via email requesting the information.

Created Dev Ticket: The Call Center Rep is prompted to indicate with following fields

Second drop-down is name as "Email Attempt". This functionality and options are same as Call Attempt in Call tab option.
On submit, the following note will be appended to the top of the Internal Notes: [Standard Date/Time stamp] - [Email Select] [Email Attempt]

Following are the options of first drop-down which performs some action.

If a 3rd party needs to be used, then the Call Center Rep will select the 3rd party action. This will open a display that lets the user know if the client is already pre-approved for 3rd party fees. The following actions will be available:

Send to TWN - indicates that this verification should be sent to The Work Number
This option will request that the Call Center Rep provide the correct Company Code to send to TWN.
It will add a Notes to Client: Please note this verifier uses a 3rd party to process their verifications. We have submitted our request to them.
System will then send the verification to TWN and schedule it to be reviewed once the results return.
Following fields will update in verification record as:

Send to NSCH - indicates that this verification should be sent to National Student Clearing House.
It will add a Notes to Client: Please note this verifier uses a 3rd party to process their verifications. We have submitted our request to
them.
System will then send the verification to NSCH and schedule it to be reviewed once the results return.
Following fields will update in verification record as:

Send to other 3rd party - If our standard 3rd party providers are not used. The Call Center Reps will be asked to provide

ETA Date

The system will then add a Notes to Client: Please note this verifier uses a 3rd party to process their verifications. We have submitted
our request to them.

Request Approval for 3rd Party - If the client is not pre-approved for 3rd party fees the Call Center Rep can then choose to request approval for the 3rd party fee.

Adds Notes to Client: Please note this verifier uses a 3rd party to process their verifications. We are in need of your approval to process this verification.

System SetsStatus to "Hold"

Still Pending Automated System - Adds Notes to Client: [Date/Time Stamp] Pending Automated system.

TBW Reroute - Following fields will update in verification record

Owner = Sent to TBW

Approved to Send to TBW = 1

TBW Sent Date = null

TBW Sent = 0

Adds Notes to Client: [Date/Time Stamp] Search has been rerouted to TBW.

If the Call Center Rep needs to review the files attached to the case (for a SR) or needs to attach a received file. They can select the "Files" action to open a window and have the options of:

If the verification search is ready to be completed, the Call Center Rep can select "Complete" to tell the system that this search is ready to be closed.

Note: When the Client is Admin Review is True on verification object then verification cannot be closed or completed directly from call center page, it will be first reviewed then completed.

The Call Center Rep will be asked to provide a status (such as "hit" or "Clear") and a sub-status if applicable to the type and there will be a check box Applicant/Client provided Documents on the pop up for only Employment and Employment verifications types.

Standard Mail - Notes to Client: Please note this institute requires all request to be sent via Standard Mail, we have mailed our request. We will reopen this request once we receive results via standard mail.

Exhausted Attempts - Notes to client: When selected enters the following note: Please note we have exhausted all attempts and are unable to complete this request. Please contact customer service at 800-300-1821 with any information for successful completion.

DNC - Notes to client: No Applicant Response - Applicant has requested this employer not be contacted, we have reached out to the applicant to obtain approval and/or documentation to complete this request, as of today we have not received a response.

If Applicant/Client provided Documents: True then following note will be concatenated the "Applicant or Client supplied documentation. This information has not been verified by Pre-employ.com, Inc." to the actual note which will according to the status and sub-status.

Then, Notes to the client will be "Variance Acceptable, this search is clear - Verified. Applicant or Client supplied documentation. This information has not been verified by Pre-employ.com, Inc."

Because multiple actions can occur at once, selecting any of the actions except "Save Changes and Continue" will not close out the verification screen. This will allow the Call Center Rep to perform multiple different standard actions. However, once the Call Center Rep is done and ready to exit the verification they need to select "Save Changes and Continue" to exit.

Get Next button: Note that "Get Next"button has the similar functionality as "Save Changes and Continue" button but when "Get Next" button is clicked then next priority Verification/Ticket is opened on the call center page after saving whole data of previous verification.But when clicked on "Save Changes and Continue" button then it save the changes of the record and navigates to the VDQS page(GetNext_Callcenter).

When the order is created through EAP process and on Order Detail page Method of Data Supply is "Subject Manual Data Entry" the button should be available to click and have the same function as the "Download Electronic Signature Document" button found on the order object.
However if the method of data supply is NOT "Subject Manual Data Entry" then the button should be grayed out and unavailable for use.

If System finds similar verification then Show BPE button will be available to click and when user clicks Show BPE button then Show BPE button changes to Hide BPE

Each time a verification is distributed through the get next or when a Call Center Rep searches for a specific verification through the get next these actions are tracked by the system. Once the verification opens a timer starts and that timer does not end until the Call Center Rep successfully selects "Save Changes and Continue" to indicate that they are done with the verification.

If the "Save changes and Continue" button is not selected - then the verification may be flagged as abandoned. The information that is saved includes

When the verification was opened

Date/Time - The Distribution Time

Who opened the verification

Distributed to - The username of the distribution record

What action was completed(Last Action)

Last Action - the most recent action (if applicable) that the user did for that distribution session (may need to be added to the task record), this should list the name of the dropdown that was selected - but not the full notes. Full notes would still be visible in the internal notes of the search.

Full - indicates (yes/no) if a full completed action was done on the verification (this is determined if there is a "Action completion time" in the task record, but if easier can be saved if the user selects "Save and Continue" on the get next record).

What phone number was dialed

How long the call was

When the verification was closed

The last status of the verification when it was closed

The actions are tracked in detail in salesforce; however a snapshot will be visible to the next user to see the basic information of what was previously done on the verification. More specific details can be viewed in the internal notes sections.

Difference by verification types

The action bar at the top of the screen is the same for all verification types. In addition, all verification types will also display

The case number that the verification is attached to

The search number

The client class and Client Name the verification is for

The date the verification was requested.

The Name, DOB, alternate names, email and phone number of the applicant.

The Time Zone the verification is in.

There will be a toggle button to display full social security number in SSN field.

Following fields will only display on the Get Next CCO page when TBW Sent Date != NULL

Fields are :

East Cost Call Center Notes - Should display TBW Notes

ECC Sent Date - This field is to display the TBW Sent Date

ECC Status - Should display the TBW Status

Last Update - Should display the Last Modified date

East Coast Call Center Support

The East Coast Call Center (ECC) which processes verifications in addition to our West Coast Call Center in Anderson will have a special area that displays:

The date/time the verification was sent to ECC

The status with ECC

The last date/time an update was received from ECC

Expanded notes area from the ECC.

In addition, users will have an action button of "Re-route to ECC" when a verification needs to be sent to the East Coast Call Center and removed from West Coast Processing.

The last complete action that was done on the verification will also display. Other details will vary based on search type.

Common fields on call center page

Employment verifications will display the basic employment information such as the Employer Name, Contact Name,Phone Number, Fax Number, and Address Etc. In addition to the contact information, the information that the applicant provided to verify (such as the Start/End Date) will be displayed. Next to the provided fields will be the corresponding "Verified" fields that indicate what was verified by the verifier. If the verifier will only verify what was provided, the call center rep will select "Verify provided" which will automatically insert what was in the "provided" fields into the "verified" fields.The Call Center Rep will also be asked to provide the verifier name and verifier title of the person completing the verification. The Call Center rep can then ask the verifier to provide answers to the optional Employment Questions such as Job performance and attendance. If the verifier will not provide any comments on these fields, the Call Center Rep can select "no comment" to automatically put that verbiage into the corresponding fields. On the Get Next page of Employment Type verification following script will display at the bottom of the page.
Hi, this is [User Name] with Pre-employ.com. I'm calling on behalf of [Account Name] for an employment verification on [Applicant Name], last name is spelled ________. Please refer to search number [Search Number] when returning our call at 800-719-6573, once again our number is 800-719-6573. Thank you and have a nice day.

Employment Verifications will display the basic school/university information such as the school name, phone number and address.

In addition to the contact information, the information that the applicant provided to verify (such as attendance dates and Employment awarded) will be displayed.

On the Get Next page of Employment Type verification following script will display at the bottom of the page.

Hi, this is [User Name] with Pre-employ.com. We are trying to verify a Employment for [Applicant Name] last name is spelled ________, date of birth ******[Applicant Birth Year]. While attending, (Mr/Mrs) [Applicant Name] may have used the last name of spelled _________. We are in need of the type of Employment earned, enrollment dates and date awarded. Please refer to search number [Search number] when returning our call at 800-719-6573, once again our number is 800-719-6573. You can also email the information to callcenter@pre-employ.com. Thank you and have a nice day.

License verifications will display the basic license information such as the license type, issuing authority, License Number, License Issued By , Issue Date, Expire Date and state. This information the call center rep will then use to verify the license. New fields are added

Reference verifications will display the basic reference information such as their contact details and relationship. Then the Call Center Rep will see the specific questions that they need to ask the reference. Normally these will be our standard reference questions such as "How long have you known the applicant ?" - But if the client requests any deviation from our standard questions, the correct question to ask will be displayed on screen. Additional details on "Specialty Clients" will be covered in the Specialty Client Section.On the Get Next page of Reference Type verification following script will display at the bottom of the page.Hi, this is [User Name] with Pre-employ.com. We are trying to verify a reference for [Applicant Name] last name is spelled ________ (he/she) has provided you as a personal reference. Please refer to search number [Search number] when returning our call at 800-719-6573, once again our number is 800-719-6573. Thank you and have a nice day.