Below, affected ISO customers can learn more about the changes to systems or procedures related to the Customer Contact Center Solution (CCCS) Project. This project was one of several that 91³Ô¹ÏÍø has undertaken, in collaboration with stakeholders, for the continued development of the region’s wholesale electricity markets.
See Participant Readiness Project Outlook for more detail on specifically affected customers and systems for this and other major projects.
Implemented: August 27, 2018
Under the CCCS Project, 91³Ô¹ÏÍø replaced its customer issue management application, Ask ISO, to enhance interactions with customers and other stakeholders and support business continuity requirements. Benefits provided with the new application include:
Affected market participants should be mindful of the following time-bound items, some of which may require customers to take specific steps or adapt to changes in ISO systems.
Please consider subscribing to Participant Readiness, Market Notices, Information Technology (IT) Notices, and MIS Report Issues to receive notices posted to the ISO calendar for future projects.
TIMING OR DEADLINE | SYSTEM | ACTION OR EVENT |
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August 23, 2018 |
CAMS |
Security Administrators were asked to review all person records assigned the “Individual” entity type for accuracy. The email address and phone number are the most critical data to confirm to facilitate Ask ISO account setup and enable call routing, but other person attributes were also reviewed. See details and instructions that follow. |
August 27, 2018 |
Ask ISO |
Users received an Ask ISO welcome email from the askiso@iso-ne.com email address to create their new user account. The link in the welcome email expires after 72 hours. If a user does not set up their account within the 72 hours they must follow the “forgot password” process on the Ask ISO Community webpage to create their new account. Access the new system via the Participant Support webpage. |
Prior to the project implementation, customers were encouraged to verify the email address and user entity types (e.g., “Individual” vs. “Device” or “Desk”) recorded in CAMS. This would help ensure that new Ask ISO accounts link to the proper CAMS person record and that new Ask ISO accounts were only generated for valid users and e-mails. Having a linked account will expedite responses to inquires related to confidential information because 91³Ô¹ÏÍø analysts can now view a person’s relationship to a customer and what authorizations have been granted to them by their CAMS Security Administrators.
Where an individual represents multiple market participants and their person records are designated with the “Individual” user entity type, Ask ISO now accounts will link their various CAMS person records if the email addresses match. Note: contact type override email addresses do not link to an Ask ISO user registration. Additionally, CAMS person records with the “Desk/Department” or “Device/Application” entity types are not brought into the new Ask ISO.
Ask ISO accounts can be linked to a CAMS person record created at a later date by completing the following steps:
The new contact center system that integrates with Salesforce requires accurate phone numbers in CAMS for person records linked to an Ask ISO account to properly identify and route callers. Other attributes associated with CAMS customer and person records are also shared with Ask ISO user accounts. To ensure a smooth transition to the new system CAMS company and person records were asked to be reviewed by customer personnel prior to go-live.
Stakeholders that do not have a CAMS person record register for Ask ISO by creating an account via the Ask ISO Community page by providing their email address and other basic identifying information. Consistent with 91³Ô¹ÏÍø’s information policy, only users who are verified to have an affiliation with a Market Participant can receive more detailed responses specific to a Market Participant. Ask ISO users that are not linked to a CAMS customer account are only permitted to inquire about publicly available information.
Please also see the following frequently asked questions (FAQs):
The following documents were provided to market participants affected by the project for specific instructions on completing related tasks or processes and helpful answers to frequently asked questions.
DOCUMENT | NOTES (if necessary) |
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New user guide describing how to submit questions, requests and registration forms to ISO-NE. |
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Revised user guide for the maintenance of company and affiliate information in CAMS which includes the assignment of the External Ask ISO Manager role. |