Skip to main content
CallTower Solutions Center

InformaCast - Support/Training

Training

For training please visit Singlewire Academy.  Requires a login https://support.singlewire.com/s/login/

Support/MACD

Separate instance of Fusion servers exist for each customer.  Access to those servers are given by the customer. See below

Issues

  • CallTower takes first call
  • Creates a case in Salesforce
  • Escalates to Singlewire Support.  (608) 661-1140 or open a ticket via Singlewire support portal:  https://support.singlewire.com/s/login/
    • Contract number
    • Customer name
    • Any other data related to the issue
  • Note Singlewire case in Salesforce case
  • All further communication will be handle via the Singlewire support case.

MACD

  • CallTower takes first call
  • Creates a case in Salesforce
  • Escalates AM to reach out to Singlewire Territory Manager
  • Increases are co-term
  • Decreases happen on a yearly basis

 

Note: If a CallTower employee needs to be set-up in the customer’s instance as an administrator, it must be confirmed by the customer in writing. This is as simple as an email

stating the following:

As a representative of {Customer Name}, I authorize Singlewire Software to create {CallTower Employee Name} as an administrator in our Fusion account.

 

  • Was this article helpful?