Onboarding Dates

Onboarding call cannot be ON or BEFORE the "First Payment Run Date".

Normally, it should be the next day after the "First Payment Run Date" or anytime between that & the "Promise Date"

Onboarding should be at least the day after the 1st payment run date. If this occurs, send the Bitrix link to Scott.

Service Recovery

If the client/business is under escalation, depending on the concern, Scott will assign this to the Service Recovery Team.

In Bitrix, the "Service Recovery" field will be set to "Yes" & the Bitrix Deal will be assigned to Lorenzo for the duration of the Service Recovery phase.

VPN Disconnections

It is common for VPN to "hiccup" and disconnect for certain periods of time, every 10-15 mins. So when the client you have on the phone stops responding, & you have the VPN on, it is likely that VPN has disconnected.  Just, rReconnect your VPN and relaunch your Click Dialer to get it back working. If you were on the phone, simply call your client back.