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PRS Phone Line Protocol and Escalation Process

This process outlines the steps to follow when the PRS phone lines are down, when calls need to be diverted, or when Pancom support is required for phone line, connectivity or login-related issue

 

 

2. Phone Line Outage Process

If the PRS phone lines are down or not receiving calls, the following steps must be followed immediately.

Step 1: Notify the PRS Team

Post an update on the PRS 2.0 group chat to notify the team that the phone lines are down.

The message should include:

  • What the issue is
  • When it started, if known
  • Whether Pancom has been contacted
  • Any temporary contact number to use, if available

Step 2: Email Pancom

Send an email to:

CC:

  • Oscar
  • Kirsten
  • Thembi
  • Dorothy

The email should request urgent assistance to resolve the issue.

Step 3: Request Call Diversion if Needed

If there is no quick resolution, ask Pancom to divert the main support line to one of the PRS team member’s cellphone numbers.

The main support line is:

+27 10 448 1400

Example email:

Subject: Urgent: PRS phone line not receiving calls

Hi Damon and team,

Thank you for taking my call.

Kindly note that our phone lines are currently not receiving calls.

Please can you urgently investigate and resolve the issue.

If the issue cannot be resolved immediately, please divert all calls coming to +27 10 448 1400 to [insert PRS team member cellphone number].

Kind regards,
Partner Relationship Specialist Team

3. Partner Communication During Phone Line Outage

If the outage affects partner service or is expected to take time to resolve, send communication to partners.

Outage Communication Template

Subject: CRITICAL: Support telephone line is down

Hi All,

Please note that the PortfolioMetrix Support Line (+27 10 448 1400) is currently unavailable while undergoing maintenance.

In the interim, please contact our team on either of the following numbers:

+27 78 377 5009
+27 71 053 1782

Alternatively, you may reach us via email at support@portfoliometrix.co.za, and a member of our team will assist you as soon as possible.

We appreciate your patience and understanding while we work to restore normal service.

Kind regards,
Partner Relationship Specialist Team
support@portfoliometrix.co.za

4. Communication Once the Issue Is Resolved

Once the support line has been restored, send an update to partners confirming that the line is operational again.

Resolution Communication Template

Subject: Support telephone line restored

Hi All,

We are pleased to advise that our main support line has now been fully restored and is operational.

You may once again contact our Support Team on +27 10 448 1400 for any assistance or enquiries.

We would like to thank you for your patience and understanding during the temporary outage. We apologise for any inconvenience caused and appreciate your cooperation while our team worked to resolve the issue.

Should you require any assistance, please do not hesitate to contact us via our support line or email us at support@portfoliometrix.co.za.

Kind regards,
Partner Relationship Specialist Team

5. Connectivity or Phone System Escalations

If there are connectivity issues or any other phone system concerns, email Pancom for assistance.

Send the email to:

CC:

  • Kirsten
  • Thembi
  • Dorothy

Clearly explain the issue, when it started, who is affected, and whether it is impacting client or partner support.

6. New Login or Linkus Setup Requests

For new Linkus login requests, email Damon and Pancom Support directly.

Send the email to:

CC:

  • Tebogo
  • Dorothy

New Login Request Template

Subject: Linkus setup request

Hi Damon,

I trust you are well.

Please can you set up Linkus for our new joiner(s) below. You may assign any available ports to them.

Name: [insert name]
Email: [insert email address]
Extension: [insert extension, if applicable]

Please also confirm if the requested extension is available.

Kind regards,
Partner Relationship Specialist Team

7. Pancom Contact Details

Please do not hesitate to contact Pancom directly for assistance.

Pancom Gauteng Office
Unit 205, 1410 Eglin
14 Eglin Road
Sunninghill
Sandton
2191

Telephone: 010 595 9500
Email: info@pancom.co.za

8. Key Reminders
  • Always notify the PRS 2.0 group chat when the phone line is down.
  • Always contact Pancom as soon as an issue is identified.
  • Request call diversion if the issue cannot be resolved quickly.
  • Keep the team updated until the issue is resolved.
  • Send partner communication where client service may be affected.
  • Confirm once the phone line is restored.