Call ID Caller Name

CID-01
CID-02
CID-03
CID-04
CID-05
CID-06
CID-07
CID-08
CID-09
CID-10
CID-11
CID-12
CID-13
CID-14
CID-15
CID-16
CID-17
CID-18
CID-19
CID-20
CID-21
CID-22
CID-23
CID-24
CID-25
CID-26
CID-27
CID-28
CID-29
CID-30
CID-31
CID-32
CID-33
CID-34
CID-35
CID-36
CID-37
CID-38

Farukh
Nazia
Ramesh
Shafqat
Ismail
Ramesh

Head Office/Branch

Banca Takaful
Branch
Head office
Branch
Head office
Head office

Branch Code

Problem

Solution

Non Med. Requirement not shown on Portal

Illustration Activation Key Required
Call for Imam
Connectivity Login problem
Requirement Express slow on Kashif PC-Scaning Dept.
Call for Ingila

Resolved
Call transferred
Email to imam
Resolved
Call transferred
Call transferred

Call Time

10:08AM
10:14am
10:43am
12:05pm
12:16pm
2:44pm

Talk Time

3mins
20secs
10secs
3mins
1min
10secs

Call Transferred To

Extension

Ali
Email to imam

329
291

Support-Nawaz
Ingila

233
229

Emailed To

Informed To

Status

Done
Done
Done
Done
Done
Done
Done
Done
Done

Call ID Caller Name

CID-01
CID-02 Faisal
CID-03 Aliya
CID-04
CID-05
CID-06
CID-07
CID-08
CID-09
CID-10
CID-11
CID-12
CID-13
CID-14
CID-15
CID-16
CID-17
CID-18
CID-19
CID-20
CID-21
CID-22
CID-23
CID-24
CID-25
CID-26
CID-27
CID-28
CID-29
CID-30
CID-31
CID-32
CID-33
CID-34
CID-35
CID-36
CID-37
CID-38

Head Office/Branch

Branch
Headoffice
Branch

Branch Code

Problem

Solution

Call Time

Talk Time

Illustration Key
Call - to Fahd
Illustration Installation

Call transferred
Call transferred
Call transferred

9:30am 10secs
10:03am 15secs
3:06pm 50secs

Call Transferred To

Zohaib
Fahd
Ali

Extension

329
291
329

Emailed To

Informed To

Status

Done
Done
Done
Done
Done
Done
Done
Done
Done

Voice of the Team and Web Team Support Schedule - August 2015
Date
1-Aug-15
2-Aug-15
3-Aug-15
4-Aug-15
5-Aug-15
6-Aug-15
7-Aug-15
8-Aug-15
9-Aug-15
10-Aug-15
11-Aug-15
12-Aug-15
13-Aug-15
15-Aug-15
16-Aug-15
17-Aug-15
18-Aug-15
19-Aug-15
20-Aug-15
21-Aug-15
22-Aug-15
23-Aug-15
24-Aug-15
25-Aug-15
26-Aug-15
27-Aug-15
28-Aug-15
29-Aug-15
30-Aug-15
31-Aug-15

Day
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
14-Aug-2015 - Friday
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Monday

Voice of the team

Noman
Malhar
Naveed
Ingila
Imamuddin
Danial

Noman
Malhar
Moiz
Ingila / Naveed
- Holiday

Danial
Noman
Naveed
Moiz
Imamuddin
Ingila
Danial
Malhar
Noman
Imamuddin
Moiz
Ingila
Malhar

Voice of the Team and Web Team Support Schedul

Date
1-Sep-15
2-Sep-15
3-Sep-15
4-Sep-15
5-Sep-15
6-Sep-15
7-Sep-15
8-Sep-15
9-Sep-15
10-Sep-15
11-Sep-15
12-Sep-15
13-Sep-15
14-Sep-15

Day
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Monday

15-Sep-15

Tuesday

16-Sep-15
17-Sep-15
18-Sep-15
19-Sep-15
20-Sep-15
21-Sep-15
22-Sep-15
23-Sep-15
24-Sep-15
25-Sep-15
26-Sep-15
27-Sep-15
28-Sep-15
29-Sep-15
30-Sep-15

Wednesday
Thursday
Friday
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Monday
Tuesday
Wednesday

port Schedule - September 2015

Voice of the team
Danial
Noman
Malhar
Naveed
Ingila
Imamuddin
Ali
Noman
Moiz
Zohaib

Note 1: Updated support sheet available over the test machine,

Sheet Path and name: "\\132.147.150.213\documents\IS-WebTeam\Schedule_
Note 2: Support team member must fill their sheet on corresponding day.
Note 3: Sheet name must be appropriate, for example: 01-Apr-2015 (Noman).
Note 4: All illustration software keys calls should be transferred to Ali Hassan and Zohaib Asad
Note 5: We need to follow good mannerisms when attending calls.
We should be all aware of telephonic mannerisms when picking up the phone, better
and department. E.g Farhan@IS or ishfaque@web team, whichever is quicker or easie
Note 6: Support Schedule week day till 6:30 and Saturday till 5:00 pm. Please send an ema

TM - Team Member
VoT - Voice of the Team
QS - Quarterly Support

Naveed
Ingila(Call Support)/
Ali(Team Support)
Danial
Moiz
Noman

Ali
Zohaib
Imamuddin
Danial
Moiz
Ingila
Malhar
Naveed
Zohaib/Imamuddin

Jul-15
TM
Danial
Noman
Malhar
Naveed
Ingila
Imamuddin

Voice of the team- Frequency

5
4
4
4
4
4

ebTeam\Schedule_2ndQuarter.xlsx"

15 (Noman).
san and Zohaib Asad (Ext. 329)

p the phone, better your name

er is quicker or easier.
ease send an email when you close the section.

Aug-15
TM
Danial
Noman
Malhar
Naveed
Ingila
Imamuddin
Moiz

Voice of the team- Frequency

3
4
4
3
3
3
3

Sep-15
TM
Danial
Noman
Malhar
Naveed
Ingila
Imamuddin

Voice of the team- Frequency

3
3
2
3
3
3

Moiz
Zohaib
Ali

3
3
2

Call ID Caller Name

CID-01
CID-02
CID-03
CID-04
CID-05
CID-06
CID-07
CID-08
CID-09
CID-10
CID-11
CID-12
CID-13
CID-14
CID-15
CID-16
CID-17
CID-18
CID-19
CID-20
CID-21
CID-22
CID-23
CID-24
CID-25
CID-26
CID-27
CID-28
CID-29
CID-30
CID-31
CID-32
CID-33
CID-34
CID-35
CID-36
CID-37
CID-38

Bilal
Muzamil
Sajid
Ayaz
Saeed
Shahid
Sabbir
Jameel Abbas
Sharjeel
Sohail
Zeeshan
Sajid

Head Office/Branch

Head office
Head office
Head office
Head office
Head office
Branch
Branch
Branch
Head office
Branch
Head office
Head office

Branch Code

Problem

Solution

Call for Imam

Payment Express Payment issue
Capture Password
DIB Text File-Call for Ingila
Call for Noman
Illustration Activation Key required
Proposal Input issue
Connectivity not login
Call for Ali Hassan
Outlook issue
Payment Express Setup for Narowal-765
Filenet Capture Issue

Call transferred
Resolved
Resolved
Call transferred
Call transferred
Call transferred
Call transferred
Resolved
Call transferred
Call transferred
Resolved
Call transferred

Call Time

10:00am
10:42am
11:45am
12:11pm
12:14pm
12:17pm
12:30pm
1:05pm
2:57pm
3:25pm
3:41pm
4:45pm

Talk Time

20secs
5mints
20secs
10secs
15secs
20secs
2mints
8mints
10secs
30secs
1mint
50secs

Call Transferred To

Extension

Emailed To

Imam

Ingila
Noman
Ali Hassan
Zohaib Ansari

328

Ali Hassan
Osama-Tech

329
215

Fashi

262

Informed To

Status

Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done

Call ID Caller Name

CID-01
CID-02
CID-03
CID-04
CID-05
CID-06
CID-07
CID-08
CID-09
CID-10
CID-11
CID-12
CID-13
CID-14
CID-15
CID-16
CID-17
CID-18
CID-19
CID-20
CID-21
CID-22
CID-23
CID-24
CID-25
CID-26
CID-27
CID-28
CID-29
CID-30
CID-31
CID-32
CID-33
CID-34
CID-35
CID-36
CID-37
CID-38

Danish
Aonica
Waqas
Sugra
Owais
Sapna
Sultan
Jibran
Aonica
Sir Ashfaque
Ehsan
Hasan
Irfan
Kamran
Ameer
Uzma
Farooq Jabbar
Yasir
Owais

Head
Office/Branch

Head office
Head office
Head office
Head office
Head office
Head office
Head office
Head office
Head office
Head office
Head office
Head office
Head office
Branch
Head office
Head office
Branch
Head office
Head office

Branch CodeProblem

Call for Noman

Call for Imam
FileNet
Call for Malhar
Call for Ingila
Call for Ingila
Call for Imam
Call for Sir Fahd
FileNet Working
FileNet
Call for Ingila
Call for Sir Fahd
Call for Imam
Illustration
Call for Noman
Call for Danial
Call for Naveed
Call for Imam
Call for Malhar

Solution

Call Transfer
Call Transfer
Call Transfer to Imam
Transfer to Malhar
Transfer to Ingila
Not Available
Call Transfer
Call Transfer
Transfer to Imam
Transfer to Sir Fahd
Transfer to Ingila
Transfer to Sir Fahd
Transferred
Transfer to Zohaib
Not Available
Not Available
Transfer to Naveed
Transfer to Imam
Transfer to Malhar

Call Time

9:35 AM
9:39 AM
9:42 AM
9:50 AM
10:05 AM
10:08 AM
10:19 AM
10:21 AM
10:40 AM
10:44 AM
11:09 AM
11:28 AM
11:48 AM
11:51 AM
12:35 PM
12:37 PM
2:19 PM
2:22 PM
4:17 PM

Call
Talk Time Transferred
To

5 sec
5 sec
10 sec
5 sec
5 sec
5 sec
5 sec
5 sec
5 sec
10 sec
5 sec
5 sec
5 sec
5 sec
8 sec
5 sec
5 sec
7 sec
10 sec

Extension Emailed To Informed To

Ingila

Imam

Noman
Danial

Status

Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done

Call ID

Caller
Name

Head Office/
Branch

Branch
Code

CID-01 Ameer

Head office

CID-02 Ismail

Head office

CID-03 Nadeem
CID-04 Iqbal

Branch
Branch

735
186

Adnan
CID-06 Saugrah

Branch
Head office

186

CID-07 Khadim

Branch

147

CID-08 Usman

Head office

CID-05

CID-09
CID-10
CID-11
CID-12
CID-13
CID-14
CID-15
CID-16
CID-17
CID-18
CID-19
CID-20
CID-21
CID-22
CID-23
CID-24
CID-25
CID-26
CID-27
CID-28
CID-29
CID-30
CID-31
CID-32
CID-33
CID-34
CID-35
CID-36
CID-37
CID-38

Abdullah

Branch

Rawalpindi

Problem

Solution

Qlikview issue

Call Transfer

Filenet issue on
Scanning Area
Zulfiqar PC problem

Call Transfer to Support Team

Install Illustration Software

Illustration Activation Key

Call Transfer to Support Team

Call Transfer

client.efulife.com id/password required

Call for Malhar
Payment Express code required
Add name in DAR
Call for Zohaib
client.efulife.com id/password required

Email to IS@efulife.com,
csd@efulife.com

Call Transfer
Email to IS@efulife.com,
csd@efulife.com

Call Time

Talk Time Call Transferred To

Extension

9:35 AM 5 secs

Noman

229

10:41AM 1mins

Adeel

233

10:46AM 30secs
11:56AM 30secs

Adeel
Zohaib

233
329

Emailed To

3:18PM

2mins
3:21PM 10secs

Malhar

3:26PM 1mins
3:28PM 10secs
3:48PM

1min

Zohaib

329

Informed To

Status

Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done
Done