Nimvelo Issue Report Form

Report any Nimvelo issues on this form and we will investigate for you. Please allow 7 days for a response.

In the case of technical issues, the majority of these are caused by:

*Volunteers trying to take calls on a device other than a mobile handset. Please avoid using tablets, laptops and desktops, thank you.

*Bad or non-existent phone signal or low wi-fi strength

Please be sure you have checked your device is fully charged and has good signal prior to your shift. Thank you.

Nimvelo Issue Report Sheet

Please use this form to report any Nimvelo queries or issues. Please use ONE form per phone number issue. For multiple issues relating to the SAME number, put them all on the same form. You should always, before reporting issues, ensure that your phone signal is strong and stable as any drop outs will interfere with calls and you may not either receive them or be able to hear them. This form is now sectioned. Please ensure you fill in all sections applicable to your problem(s) Please ensure you fill out one form for each issue, although multiple issues with the same number can all be grouped onto one form. thank you.

Section 1: For Frontline Phone Support Volunteers Only

You should only complete the questions in this section and tick the GDPR element at the end. Do not complete the Spot Checkers element, thank you. Please note, you should complete the form for each issue you have - 1 form per issue please for ease of administration, thank you. Could EVERYONE please fill in their name, thanks

Your Name

Your Nimvelo Extension Number

This can be found on your Nimvelo screen on your device and is 3 digits long.

Date of Nimvelo Issue

Time of Call

One form entry per number/issue please. IF it's the same number on multiple occasions, you can put all of these on one form. Apologies

Phone Number that called you (if withheld, write withheld)

One form entry per number/issue please. IF it's the same number on multiple occasions, you can put all of these on one form. Apologies

What was wrong with the call?

Please tell us exactly what the issue(s) were. Be as full in your explanation as possible.

What device are you taking calls on?

Were you using mobile data, wifi or ethernet to take calls?

Section 2: For Spot Checkers Only

Who called you At what time did they call Who answered the call What was wrong with the call What network are they using (WiFi/Mobile data/Wired ethernet connection)

What time/times did the calls you tried to barge hit the system?

Please be as accurate as possible.

What time/times did you try to barge/intercept call(s)

Please be as accurate as possible.

What is your extension number?

What extension number(s) did you try and barge/intercept?

What device are you using? Communicator or Softphone?

If you used combinations of both, please identify separately. This may mean completing this form more than once, apologies.

What network were you using? Wi-fi, mobile data or wired ethernet connection?

If you used combinations of all, please identify separately. This may mean completing this form more than once, apologies.

What happened on the call?

Please give as much information about what did or didn't happen in each instance you tried to unsuccessfully barge/intervene.