Cases Submitted Via Phone Line

If you have purchased a phone line add-on, learn more about cases submitting, managing and responding to phone line cases below.

Reporter (“Caller”) Experience  

In order to report via phone, employees can call the toll-free number listed in the resource section of your company’s AllVoices landing page.  

If your phone account has languages enabled, the caller will be prompted to select the language they wish to report in. If not, they will be connected directly to the agent where they have the option to: 

1. File a new report 
2. Check the status of an existing report 

Filing a Report  

If the caller selects ‘Filing Report’ The agent will use the following script in order to file a formal complaint on behalf of the caller. 

Would you like to file this report anonymously? (Y/N)

If No:

May I have your first and last name please?

What location or office did the incident occur in please?

What date did the incident occur please?

Please provide any additional details you would like to share regarding the incident in question:

If yes: 

What location or office did the incident occur in please?

What date did the incident occur please?

Please provide any additional details you would like to share regarding the incident in question:

Upon submitting the callers’ responses, the agent will provide the caller a unique case identification number and case password and ask the caller to call back in 5 days to see if there has been any update to their case. 

IMPORTANT: The caller needs to keep the Case ID and password saved as they will need both in order to check the status of the case

Checking the Status of a Case  

5 days after filing the report, the caller can call the same toll-free number to see if there has been any update or a response from the company.  The agent will ask the caller to provide the case identification number and case password and will provide the caller with any updates. The caller can also provide additional comments for the company at that time. 

AllVoices' Administrator Experience

Cases that come in via your phone line will automatically be categorized in the AllVoices dashboard as Ethics and Compliance and routed according to that rule. 

Note: If you customized the Ethics and Compliance module name, phone line cases will come in as whatever module name you chose for your AllVoices instance and route according to the rule for that module. 

Once the case is received you can always change the issue type according to the details of the case. 

Managing the Case

When a new phone line case is filed the appropriate AllVoices administrators will receive a “New Case” notification. 

The Case Overview will display the transcript of the Phone Conversation and incident details as reported by the caller. 

Responding to the Caller

The admin can respond to the caller using the AllVoices messaging window. 

The admin’s response will post to our call center agent’s dashboard and will be read to the caller when they call back in for an update on the case. 

Any follow up comments from the caller will display in the Messaging window of the case and the assigned admin will be notified by email of the new message. 

If you have any questions, please reach out to your Customer Success Manager or support@allvoices.co.