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How Calls Are Handled Calls received by the Customer Support Center are processed by telephone coordinators who will gather some basic account information and a brief description of the problem. The call is logged into a database and a tracking number called an ICUR number is assigned to consolidate and track all events pertaining to the issue. The call is then transferred to a technical support consultant who will gather the relevant technical details that will aid in the investigation of the problem. The support consultant will investigate the issue, consult with the eBIS development staff and keep you apprised of progress toward resolution. The support consultant will communicate any known or devised circumvention and the availability of corrective software maintenance. Reporting a problem electronically
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