On Demand Issues – Troubleshooting

Always note the account so the next counselor knows what steps have already taken place. 

Troubleshooting steps 

1. Confirm the PIN number and Zip code in the client’s account.
   • Clients commonly write down the incorrect PIN number 
   • Clients often have separate mailing and physical addresses. Confirm they are using the correct zip code. 
2. Ask the client if they have recently moved.
   • The zip code they first used when they accessed their OD is the zip they must use throughout.
3. Confirm the client is using a touch-tone phone
   • Ask the client to enter their PIN, you should hear tones at different pitches.  If you hear clicking, tapping, or nothing, the client must use a different phone.
4. Try calling into the OD system yourself (if possible)
   • Put your own phone (cell phone not Bria) on speakerphone so the client can hear, then proceed to dial into the appropriate session using the client’s PIN and zip code. If the system accepts the information, hang up your cell phone, and offer to transfer the client back into the OD session.
5. Ask if the client is dialing into the OD session while on speakerphone
   • Their phone might not be able to transmit the tones needed while using a speakerphone.
   • Instruct the client that all key presses will need to be done while NOT on speakerphone.
6. If all troubleshooting has been done and a client is still unable to access OD; the counselor can offer to “hard” transfer the client into the OD course.  

Hard Transfer from the Bria phone (PC)

1. Place the client on “Hold”
2. Click on “Transfer”
3. Dial the extension you are transferring to  (CD 6510 or SSF 6511)
4. Click on “Dial First”
5. Follow prompts to enter the client’s PIN and Zip 
6. When ready to connect the call, click on  “Transfer Now”