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APPA American Public Power Association

APPA American Public Power Association. Answering High Call Volumes. September 21, 2004. Answering High Call Volumes at. Paul Bodenstein 21 W. Church St. TWR2 Jacksonville, FL 32202 WK (904)665-6023 FAX (904)665-7377 bodepn@jea.com. Overview of.

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APPA American Public Power Association

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  1. APPAAmerican Public Power Association Answering High Call Volumes September 21, 2004

  2. Answering High Call Volumes at Paul Bodenstein 21 W. Church St. TWR2 Jacksonville, FL 32202 WK (904)665-6023 FAX (904)665-7377 bodepn@jea.com

  3. Overview of • Located in Jacksonville, Florida • Is the eighth largest community-owned electric utility in America • Service area covers approx. 1,000 square miles in Duval county, parts of Clay and St. Johns counties • JEA services over 360,000 electric customers in Jacksonville and parts of three adjacent counties. • JEA's water system serves more than 240,000 water customers and 186,000 sewer customers

  4. JEA’s Telecom Configuration • Have 7 PRI’s handling Customer calls to 665-6000 (161 incoming calls) • IVR assists Call Center, can handle 65 outage calls • Mitel PBX that can backup the Rockwell ACD • Can redirect 7 PRIs with Bell South Crisis Link as needed or as an Overflow • Overflow to Twenty First Century Communications to play a customizable message

  5. JEA Call Flow HVCA Message 21st Century Downtown ACD BellSouth CO Crisis Link Split 1-800OverflowMessages 6 T1s 138 Channels CC2 Agents Backup T1 Can use at Mandarin or Downtown BellSouth Local to Customer LAN Agents LAN Agents TWR17 Agents Customer Calling JEA T1 Mitel PBX Mandarin Mitel PBX Downtown IVR

  6. What happens to Customer Call number 162? • BellSouth Crisis Link redirects call to Twenty First Century (TFCC) • JEA has prerecorded 3 custom messages at TFCC • JEA Call Center has one of the 3 messages active • Customer call number 162 hears custom message

  7. Does it work? Let’s look at: Hurricane Frances – September 5th – 9th Approximately 200,000 electric customers lost power 09/05/04 Sunday afternoon

  8. Here’s an average summer month

  9. Week of Frances

  10. Recap • Combination of BellSouth Crisis Link and Twenty First Century (TFCC) provides JEA: • Flexibility of Customer call distribution • Various backup options • Custom messaging to Customers • Information to approximately 430,000 customers • Avoided “We’re sorry all circuits are busy now, please try again later”

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