Cornerstone User Information

Cornerstone Call Center / Early Intervention Help Desk Information

In late 2005, the Cornerstone Call Center (CCC) and Early Intervention help desks, which provides help desk support to Cornerstone and eCornerstone sites and Early Intervention users, underwent a process of modernizing its call center operations.  Initial steps in the modernization included upgrading hardware and software, and streamlining the menu systems.  The final step was the implementation of a new speech recognition system.

With the speech recognition system, calls placed to the help desks are answered by an automated “speech attendant”, who will notify callers of the menu options.  Instead of using the phone key pad to make a menu selection, callers use voice commands to navigate the menu options.   

The menu was redesigned and streamlined in May 2005 to allow callers to access a CCC staff member quickly and efficiently, and with the least amount of input choices necessary.  The current menu schematic is provided below:

• Design for Cornerstone Main Toll Free line (877) 447-4221
• Design for Early Intervention Toll Free Line (800) 634-8540

Since calls are routed based on the skills of the help desk staff, it is critical that callers choose the most appropriate menu option that reflects the reason for the call.  Making an inappropriate choice may result in a call being directed to someone who does not have any experience with the program or nature of the call.  Most likely, this will result in a delay in our ability to provide answers to your support questions.  Any questions or comments regarding the new phone system can be directed to (877) 447-4221, or an email can be sent to customerservice@cquestamerica.org.