(2) Purpose: The telephone system staff (TSS) works with call center management and staff, the BOD and JOC to effectively manage the call center systems and staffing. Some subsections are directed to a specific operation identified in the subsection title. Additionally, this IRM is not intended to supersede negotiated agreements. The IRM should be used in conjunction with other guidelines provided by call center management and staff, the business operating division (BOD), and the Joint Operations Center (JOC) and is not intended to circumvent established lines of authority. It provides general operational objectives, various techniques, methods, and guidelines for managing the call center. (1) Overview: This IRM provides guidance on process and procedures for managing systems related to answering taxpayer telephone calls in Accounts Management and Compliance. Joseph Dianto Director, Accounts Management Wage and Investment Division Systems Administrators/Analysts in Accounts Management and Compliance call sites Effective Date IRM 1.4.21 dated Novem(effective January 1, 2023) is superseded. (16) IRM 1.4.21 Updated IRM owner Effect on Other Documents (13) IRM 1.4.21.2.4 Updated wording due to changes in software (12) IRM 1.4.21.2.3 Updated wording due to changes in software (11) IRM 1.4.21.2.1.14 Updated wording due to changes in software (10) IRM 1.4.21.2.1.12 Updated KISAM reference to IRWorks (9) IRM 1.4.21.2.1.11 Updated wording due to changes in software (8) IRM 1.4.21.2.1.8 Updated wording due to changes in software (6) IRM 1.4.21.2.1.4 Corrections to punctuation (5) IRM 1.4.21.2.1.2 Updated KISAM references to IRWorks and Bears references (4) IRM 1.4.21.2.1 Updated KISAM references to IRWorks (1) IRM 1.4.21.1.5 Added Bears and IRWorks to acronym list (1) This transmits revised IRM 1.4.21, Resource Guide for Managers - Accounts Management and Compliance Guide for Systems Administrators/Analysts.
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