Symptoms
-
Caller is requesting a change but is not an Office Manager
Eligibility
Verification Process Exemption
To prevent service interruptions, customer impact, and escalation, Service Desk may bypass normal authorization requirements by following the steps below:
- Make sure these conditions are met
- The customer is unable to receive inbound calls
- No other Office Managers are available on the account
- The issue is related to a Crexendo service disruption
NOTE: If one or more of these conditions are not met, proceed to the Procedure section.
- Once all conditions are met, proceed with troubleshooting and resolution activities.
- Make any necessary changes required to restore inbound calling functionality.
- Fully document all troubleshooting steps and changes made.
- After resolving the issue, the Service Desk must email the Office Manager.
Email Template
Subject: Notification of Changes Made to Resolve Calling Issue
Hello [Office Manager Name],
We'd like to inform you that we received a call today from [Caller Name] regarding an issue with your account [Domain/Account Name]. According to the caller, they had not been receiving calls since this morning.
We investigated the issue, applied the necessary changes, and can confirm that service is now functioning as expected.
Summary of Changes Applied:
[Insert changes here]
If you have any questions or concerns, or if you did not authorize these changes, please contact us at your earliest convenience and reference the following ticket number: [Ticket Number].
Thank you,
[Service Desk Name]
Procedure
When a caller is not listed as an Office Manager or authorized user:
-
Determine whether the requested change can be completed. Service Desk may proceed with the requested change if all of the following conditions are met:
- The change is easily reversible.
- The change does not impact costs or billing.
- The change does not affect contractual terms.
- The change does not create security or ownership risks.
EXAMPLE: A security risk occurs when the user requests to route all calls to an external number.
- Complete the change. If the criteria in Step 1 are met, proceed with the requested change and document all actions taken.
-
Notify the Office Manager. After the call, send an email to the Office Manager summarizing:
- Who contacted support
- The issue reported
- Changes made
- Date and time of the request
- Ticket reference number
-
Advise the Caller/Requester. Inform the caller that:
- The Office Manager will receive notification of the changes.
- If the changes were not authorized, the Office Manager may contact support or reply to the ticket using the provided reference number. The ticket will be reopened and assigned to SD2 for review.
-
Document. Update the ticket and make sure to complete Step 3 (with the details of the exception and actions taken).
Main Number Routing Changes
IMPORTANT: These requests are not covered by the Reversible Change Exception and must not be completed without proper authorization.
Any request involving changes to the main company number routing from a caller who is not an Office Manager requires authorization from one of the following:
- Office Manager
- CRM Contact
- Billing Administrator
- Invoice Recipient
- Account Partner (for partner-managed accounts)
EXAMPLE: Examples of these requests include, but are not limited to:
- Changing the destination of the main company number
- Modifying Auto Attendant routing for the main number
- Redirecting the main number to a different extension, ring group, hunt group, or external number
- Changing after-hours routing for the main number
- Modifying failover routing associated with the main number
- Removing or replacing the primary destination of the main number
Before making any main number routing changes, Service Desk must review:
- CRM account notes
- Any documented authorization instructions or special handling procedures associated with the account
IMPORTANT: If authorization requirements are not met, the Service Desk may contact the Office Manager, Billing Administrator, CRM Contact, invoice recipient, or authorized partner representative via email to obtain written approval before proceeding with the requested changes.
No changes should be made until authorization has been received and documented in the ticket.
To gather authorization, refer to the Verification Process of How To: Change Office Manager
Related Information
To learn the verification process for changing the Office Manager's information, refer to this article.
Escalation Information
If you have issues, queries, or sup call, escalate to:
- Nally Torres or
- Macky Dela Cruz or
- TJ Aniban or
-
Ian Capa
Change Log
| Date | Description |
|---|---|
| Jul 10, 2026 | Escalation Information updated from SD2 to Nally, Macky, TJ, and Ian |
| Jun 26, 2026 | Article creation. |