On Monday, May 17, 2004, Client Management Operations will implement a new phone system to more efficiently route and handle member firm user inquiries and requests. This notice describes the upcoming enhancements. 

Description of Changes

Starting Monday morning, May 17th, member firm users will only need to call one number for assistance with a variety of clearing system-related
issues – 312/930-8159.  All other Client Management phone numbers will be disabled.  When users reach Client Management Operations, they will hear the following greeting and menu options:

• “Welcome to Client Management Operations. Please select from one of the following options:”

o Press 1 for password-related inquiries – Calls will automatically be routed to CME’s Customer Support Group which maintains all on-line security access. This will save user’s time and eliminate call transfers.
o Press 2 for FirmSoft inquiries and report and file routing requests – Firms can obtain assistance with FirmSoft issues, request access to new reports and data files and request retransmission of reports and data files.  
o Press 3 for System Training and user documentation requests – As part of our new CMO Training program, which will be rolled out in the next two months, firms may schedule training classes, obtain user documentation and schedule one-on-one training sessions, if needed.
o Press 4 for all MQM and testing inquiries 
o Press 5 for all other inquiries

Calls will be routed to the appropriate CMO Business Systems Analysts based on skill-set and knowledge level in an effort to enhance our customer service.

Elimination of FirmLIne/System Problem Announcements

As part of our new CMO phone system implementation, our existing FirmLine number – 312/454-8989 -- will also be disabled. When system issues or delays occur that impact all clearing member firms, users will hear an announcement that will be recorded by CMO staff in reference to the issue. This announcement will play prior to the standard greeting and will continue to be updated until the issue is resolved. 
 
Two Week Call Transfer Period

As users make the transition to our new system, please be assured that if they call the old CMO numbers by mistake, the calls will automatically be transferred to 312/930-8159. This will remain in effect through Friday, May 28, 2004. Afterwards, users will hear a recording indicating that the number has been disabled and they must dial 312/930-8159.

We ask that you please update your back office processing staff of these important upcoming changes. Please call Michele Ivanski at 312/930-8159 if you have any questions. Thank you.