Using the Archiving and Culling Engine (ACE) to access archived Report Employment Income (REI) Interactive Voice Response (IVR) recordings 111-02010080

Item

Description

1

Possible missing audio voice recording

If a customer has used the Report Employment Income (REI) Self Service application to report income, and the channel shows as IVR on the Reporting History (RPRH) or Employment Income Summary (EANS) screens, it does not necessarily mean that there will be an audio voice recording to match.

2

Missing recordings for Brisbane and Moorabbin - late 2003 to early 2004

Brisbane and Moorabbin IVRs commenced recording calls late September 2003, however, due to technical difficulties many recordings are not available for late 2003 and early 2004.

3

No recordings at Liverpool prior to 21 June 2004

The Liverpool voice recording equipment was installed 21 June 2004, prior to this date no calls taken by Liverpool IVRs were recorded.

4

Possible duplicate voice recording files

Due to a manual handling error some audio voice recordings have been loaded twice for the same call for only a small number of dates prior to November 2007. Please disregard the duplicate archived audio voice recording files.

5

Voice recording file not available

For any dates where an audio voice recording file is not available in ACE, and the REI IVR was used to report employment income (as per the Receipt History (RCS)/EANS/RPRH screens) this may be due to technical difficulties or to the call being answered by an IVR with no voice recording equipment installed.

6

Technical difficulty - only caller's voice may be heard

Due to technical difficulties at the time of recording for a small number of audio voice recording files dated prior to 2006, only the caller's voice may be heard. The caller, however, would have been able to hear the IVR prompts clearly whilst making the call.

7

Technical difficulty - IVR does not play name of employer back to customer

Due to technical difficulties at the time of recording for some audio voice recording files, the IVR does not play the employer name back to the customer.

8

Technical difficulty - IVR does not play fortnight end back to customer

Due to technical difficulties for some audio voice recording files, the IVR does not play the fortnight end date back to the customer.

9

Technical difficulty - customer calls a number other than 133 276

Call recordings for the following dates could be missing from ACE due to technical difficulties, or because the customer called a number other than 133 276 to access the REI application. If a customer calls a number other than 133 276 to access the REI application, the call cannot be recorded as no voice recording equipment exists for numbers other than 133 276, for example, other main lines of business.

• Brisbane QLD 01 November 2005 - Current date
• Liverpool NSW 10 December 2005 - Current date
• Moorabbin VIC 07 January 2006 - Current date

10

Technical difficulty - missing recordings from ACE

Any call recordings missing from ACE in the following date ranges are missing due to technical difficulties:

• Brisbane QLD 20 October 2003 - 31 October 2005
• Liverpool NSW 22 June 2004 - 09 December 2005
• Moorabbin VIC 01 October 2003 - 06 January 2006