Thread Subject: Live person standard
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From: Diane Golden
Date: Mon, Mar 26 2007 12:15 PM
Subject: Live person standard
The current draft document has standard 1194.23 (c)(9) related to IVR which
reads --
Have an ?easy out? to reach a live customer service representative.
Thought you might be interested in proposed Missouri state law related to
this issue --
"A state agency that uses automated telephone answering equipment to answer
incoming telephone calls shall, during normal business hours of the agency,
provide the caller with the option of speaking to a live operator. This
section shall not apply to field offices, telephone lines dedicated as
hotlines for emergency services, telephone lines dedicated to providing
general information, and any system that is designed to permit an individual
to conduct a complete transaction with the state agency over the telephone
solely by pressing one or more touch tone telephone keys in response to
automated prompts."
Notice all the exceptions to the rule of having access to a live person,
specifically if the system is designed to be completely automated. I'm
still trying to decide if it is reasonable to require all systems to have
the capacity to access a live person if that is a feature that will not be
used becuase the system is operational outside of normal business hours, it
is a system designed to be 100% automated, etc.
Diane
From: terry.weaver@gsa.gov
Date: Mon, Mar 26 2007 12:20 PM
Subject: Re: Live person standard
Wow, and I thought the Federal government was confusing - that language
seems to have been written by both the "pro" and "con" sides, with the net
effect of cancelling itself out.
My sympathies
"Diane Golden" < = EMAIL ADDRESS REMOVED = >
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03/26/2007 03:16 PM
Please respond to
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Subject
[teitac-telecom] Live person standard
The current draft document has standard 1194.23 (c)(9) related to IVR
which
reads --
Have an âeasy outâ to reach a live customer service representative.
Thought you might be interested in proposed Missouri state law related to
this issue --
"A state agency that uses automated telephone answering equipment to
answer
incoming telephone calls shall, during normal business hours of the
agency,
provide the caller with the option of speaking to a live operator. This
section shall not apply to field offices, telephone lines dedicated as
hotlines for emergency services, telephone lines dedicated to providing
general information, and any system that is designed to permit an
individual
to conduct a complete transaction with the state agency over the telephone
solely by pressing one or more touch tone telephone keys in response to
automated prompts."
Notice all the exceptions to the rule of having access to a live person,
specifically if the system is designed to be completely automated. I'm
still trying to decide if it is reasonable to require all systems to have
the capacity to access a live person if that is a feature that will not be
used becuase the system is operational outside of normal business hours,
it
is a system designed to be 100% automated, etc.
Diane
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