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Copy To Hold

Copy To Hold. Processes & Procedures. Copy to Hold (CTH) Processes. You can walk a customer through a CTH or you can use WebEx and run the CTH for the customer. Copy the numbers into your call history as well as the responses to the 4 questions at the top of the form.

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Copy To Hold

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  1. Copy To Hold Processes & Procedures

  2. Copy to Hold (CTH) Processes • You can walk a customer through a CTH or you can use WebEx and run the CTH for the customer. • Copy the numbers into your call history as well as the responses to the 4 questions at the top of the form. • Fill out the answers to the 4 questions as well as the numbers into the CTH form and fill out a document library upload request.

  3. Copy to Hold Form The top 4 questions on a copy to hold form MUST be asked before proceeding with the copy to hold.

  4. Copy to Hold Form • Our Legal Counsel strongly recommended that we add the questions at the top of the form and ask the customer EVERY TIME before we begin copying someone’s database. • If they answer “no” to any of the questions, do not proceed any further until they assure us that they have made a backup.

  5. When to turn away a CTH and force a good backup… • Customer has a failed cleanup and doesn’t have a good backup. • Customer needs to do a validation and doesn’t have a good backup. • Customer wants us to make a CTH so that can be their backup. • If the customer doesn’t understand when you can’t assist. “I apologize, but the best advice I can give you right now is to direct you to your hardware tech who will help you ensure that the practice’s data is safe.”

  6. Escalated Issues • If someone is upset with us for not helping them, then escalate the call to your T3. • The T3 will discuss the issue with the customer and the PSM. They will take over the call from that point.

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