Attachment A Phone System Workflow.pdf
PDF 233 KB Posted
- Attached to
- UI Call Center Software and Services
- Solicitation number
- S000000295
- Issued by
- Pulaski County, Little Rock City, Arkansas
About this file
The document appears to be an attachment related to a state and local contract opportunity for UI Call Center Software and Services in the state of Arkansas, specifically for Pulaski County and the city of Little Rock. The attachment provides a detailed workflow diagram for the Arkansas Unemployment Insurance (UI) phone system, including various call queues and their corresponding phone numbers, call handling instructions, and operating hours. The contract opportunity covers the provision of software and services for the UI call center operations within the specified jurisdictions.
The document outlines the different call queues and their intended purposes, such as Adjudication, ARK UI Tiers 1 and 2, Benefit Payment Control, and Fraud Investigation. It also includes information on the main UI number, language selection, and alternate messaging for callers outside of the operating hours of 8:00 AM to 3:30 PM Central time. The contract opportunity appears to be focused on the state-level UI call center operations, with the involvement of Pulaski County and the city of Little Rock.
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Other files
| File | Type | Posted |
|---|---|---|
| S000000295 Technical Proposal Packet.docx | DOCX document | |
| S000000295 Call Center Software Services REVISED RFP.pdf | ||
| Contract and Grant Disclosure~39.pdf | ||
| S000000295 Call Center Software and Services Q&A Final.pdf | ||
| S000000295 Official Price Sheet.xlsx | XLSX spreadsheet | |
| Services Contract SRV 1 Fillable Form.pdf |
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Text version
AAS (Adjudication) Number in
(866) 890-4768
ADWS Call Queues
Ark Outbound Not Currently Used
ARK UI Not Currently Used
ARK UI Tier 1
ARK UI Tier 2
ARK Workforce Division Inbound Not Currently
Used
Arkansas PUA Queue Not Currently Used
BAM (Benefits Accuracy
Measurement)
(888) 549-8188
BPC (Benefit Payment
Control)
(501) 682-3241
FIRE (Fraud Investigation, Recovery and Enforcement)
(501) 682-6155
Info Desk
(501) 682-2121
Interstate Unit (Not Currently Used)
Tax (Employer
Functions
(501) 682-3798
English 1 or Spanish 2
1. UI Question
2. Employers
3. BPC
4. PUA
Inclement Weather message, info will be mailed
1. General Question, PIN, Weekly Cert, Payment Option
2. Letter or Notice, Status of Claim, Appeals
Redirected to Tier 2
Main UI Number
(844) 908-2178
Selection assigns language of menus, but end placement is the same queue.
Queues are only open to receive calls from 8:00 AM to 3:30 Central time. Alternate messaging is given to callers when outside of operating hours.
Each queue presents specific rolling hold messaging to claimants or employers based on the queue selected.
| Phone system chart KBR 20240118.vsdx |
| Page-1 |
File details come from the government source that posted it. Updated .