Internal Applications Request Form

Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.

1 VOTE

Status Accepted

Enhancement, Defect/Bug Enhancement Request

Created by Mike Sammon

Created on Sep 1, 2022

Client Services: Call Routing: Spanish speaking

To better accommodate our spanish speaking clients, I would like to create a phone queue that clients with this flag would route directly into if their original target person is unavailable, complete with voicemail

Impact - Which group does this impact?	Payroll Operations
Background Information Currently, there are probably 700-800 Spanish preferred speaking clients in our portfolio and this continues to grow. 114 future acquisitions with Spanish preferred Limited in resource that are available. We just lost 3 employees with this skill set. Creating a mad dash to find someone who is available. Email will address this in the future with the single email solution. Phone calls will be there forever if the client somehow gets ahold of an all PRS or regional queue. High Level requirements When dialing in using the SF lookup Attribute english or Spanish on the SF lookup Comes from payroll via the legal misc as language - Spanish preferred or blank Confirm if payroll is passing this field over to change detection for SF to consume When dialing in potential for using an additional dial option for Spanish Every caller would receive this prompt.
Impact - Processes Payroll Change detection to SF SF to Cisco API Cisco to SF Voicemail Potential add the preferred language attribute to the template MVP + to address the voicemail routing to spanish speaking account owner
Stakeholders - Accountable Selisha, Sandra, Abigail
Stakeholders - Consulted Mike S, Corey, Matt, Bridget G.
Risk This allows for duplicate calls, extended call backs, and no guarantee that my issue will be resolved in a timely.
Risk Frequency	5 Rampant: Once to several times a day
Opportunity If we were able to pass a language preferred SF attribute from the Payroll to SF to pass to the phone system, we can then route Spanish speaking clients accurately and efficiently.
Opportunity Frequency	5 Rampant: Once to several times a day
Impact	3 Affects satisfaction to client / Serious risk avoided / Important opportunity achieved
Strategic Initiative	HCM/Payroll Optimization
Delivery Date	Sep 1, 2022
Implementation Strategy	All at once

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