Handling Telephony Alerts via Slack

Purpose:
To guide the Customer Support team on how to identify and address telephony-related issues using the new Metabase dashboard.

Audience:
Customer Support Team

Step-by-Step Procedure

Step 1: Retrieve the Phone Number from Slack
When a telephony alert is received in the Slack channel, note down the customer phone number mentioned in the alert.

Step 2: Access the Telephony Alerts Dashboard on Metabase
Navigate to the Metabase dashboard using this link:
👉 Telephony Alerts - CS/CSM Collection on Metabase

Step 3: Search for the Phone Number
Use the search/filter feature to input the phone number obtained from Slack. This will help you locate the related call record.

Step 4: Extract Key Details
From the results, gather the following information:

• Workspace ID

• Model ID

• Call ID(s)

• Call Status and Errors (if any)

• Timestamp of Call

Step 5: Take Action Based on Findings

If the issue is related to Telephony:

• Use the extracted details to troubleshoot or investigate further (e.g., failed calls, dropped connections).

• Escalate internally or respond to the customer with relevant insights.

If the issue is not related to Telephony:

• Identify the root issue category.

• Route the request to the appropriate internal team (e.g., Product, Engineering, CSM) with the extracted data to assist their investigation.

Step 6: Document and Follow Up

• Log the findings and actions taken in the appropriate internal system or ticket.

• Follow up with the customer or internal team as needed to ensure resolution.