Toll-Free Line Monitoring
Verification & Incident Response Policy — ensuring every Wizzair employee can always reach support, in every country.
Why this policy exists.
A shared baseline across CGP Europe, Wizzair and our telecom partners — so accessibility is never assumed, always proven.
- Ensure continuous accessibility for Wizzair employees
- Enable rapid identification and resolution of errors
- Provide audit and compliance evidence
- Guarantee critical psychological support availability
- Ensure GDPR and data protection compliance
- All Wizzair EAP toll-free numbers managed by CGP Europe
- All countries where EAP services are provided
- Internal staff, partners & telecom providers
- EAP crisis lines, wellbeing hotlines & support numbers
- Documentation retained for minimum 24 months
Clear ownership at every layer.
Each stakeholder knows exactly what they do — and what they hand off.
Regular testing of phone number functionality.
Execution of local in-country test calls.
Coordination of incidents, escalation & reporting.
Investigation & resolution of technical issues.
Management of critical EAP availability incidents.
Documentation and compliance verification.
Layered methods, defined cadence.
- Local test calls (mobile & landline)
- International call testing
- VoIP / softphone testing (e.g. Zoiper)
- Operator validation
- Partner / third-party testing
- IVR and routing verification
- Language routing & response time check
| Type | Frequency |
|---|---|
| Standard check | Monthly |
| New number activation | Immediate |
| After issue resolution | Mandatory retest |
| Critical incident | Within 24 hours |
| After routing changes | Mandatory validation |
From schedule to closure.
Each step is a checkpoint — nothing closes until the next one confirms.
Monthly / incident change / new number
Test call / VoIP / IVR / partner test
Call · routing · line quality
Working / not working · quality score
Issue logging · priority assignment
Routing / configuration fix
Confirm fix via mandatory retest
Incident log closed + documented
Five steps, one shared trail.
Via Avoxi automated alert or manual test. Line flagged as unavailable.
EAP Service Manager notified. Case assigned, tracking record opened.
Telecom provider or Avoxi investigates carrier, routing or configuration faults.
Fix applied. Number re-tested manually and via Avoxi to confirm full restoration.
Full incident log shared with Wizzair — timeline, root cause, resolution, evidence.
When the line goes silent.
A critical issue means an employee cannot reach support — treated with the urgency it deserves.
- Complete unavailability of a toll-free number
- Incorrect routing or country misdirection
- Unavailability of the EAP crisis line
- Recurring line quality issues
- Call drops or significant delays
- Incorrect language routing
- Any failure preventing employee support
- 1Immediate escalation to EAP Telephone Service Manager
- 2Mandatory notification of the telecom provider
- 3Inform designated Wizzair contact if necessary
- 4Status update required within 24 hours
- 5Retesting and documentation after resolution
- 6Temporary backup solution if required
Stop issues — and catch them fast.
Stop issues before they occur
- Regular manual testing (1–2× per month)
- Avoxi automated continuous monitoring
- Defined escalation path and ownership
- Market-size-adjusted testing frequency
- Structured verification checklists
Identify issues when they occur
- Automated alerts on line unavailability
- Manual verification after automated flag
- Incident logging and audit trail
- 24-hour status update SLA
- Reporting and evidence shared with Wizzair
Always audit ready.
- Monthly test call logs available
- Immediate testing on new number activation documented
- Test method recorded (VoIP / mobile / landline)
- Tester name and timestamp recorded
- Working / not working status documented
- Routing & language check results recorded
- Call quality evaluation available
- All issues included in incident log
- Priority and responsible owner assigned
- Escalation documented
- Evidence of 24-hour updates available
- Fix documented
- Retest performed and recorded
- Incident closure recorded with date
- Root cause documented
- 24-month data retention ensured
- GDPR-compliant handling confirmed
- Access controlled to authorized personnel
Confidential by design.
All testing and incident documentation must be retained for a minimum of 24 months for audit and compliance review.
All contact and system information is confidential and handled per applicable GDPR and data protection regulations.
Documentation is accessible only to authorized personnel. No sharing with third parties without proper approval.
Sensitive or health-related EAP information must not be included in technical monitoring documentation.
Peter Janky
This document contains confidential information or details of proprietary processes or systems developed by our firm. The contents are the intellectual property of CGP Europe Kft. and are protected by copyright.