Category: Tengo

Tengo Troubleshooting – Pinging Customer Devices

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Please remember when troubleshooting guest connections that pinging their device(s) from the node/GW at the location they are connecting to can be a great way to identify potential SNR or signal issues causing packet loss.  HOWEVER YOU MUST REMEMBER WHEN DOING THIS, if the device returns with 100% packet loss this DOES NOT MEAN THEY ARE NOT CONNECTED TO THE NETWORK.  Windows and other AV programs frequently block ping requests via firewalls, 100% loss (To a customer device from a tengo device) does not mean there is an issue on the network and is not reason to escalate a ticket to netops.

Attendance

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As a general attendance reminder to everyone.

 

You are considered late if you clock in any time after the beginning of your shift.  You may clock in up to 15 minutes early each day.

If you are going to be late you must call the call in line (this number can be located on the upper left hand side of the schedule [Schedule])

It is very important, both to your personal success with ContactWorks as well as due to the way we schedule and calculate required coverage, that you are on time to work each work day.

If you do call in sick you are expected to bring a doctors note to excuse your absence, repeated issues with unexcused absences or tardy’s will result in disciplinary action being taken.

We also do ask that if you notice that you are on track to hit OT by your 4th (out of 5) or 3rd (out of 4) day of your work week please let George know.

Tengo: New pricing model

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The following properties have a standard pricing model determined by corporate.  The standard pricing has been changed to match at each of these sites, if you have any questions from site managers please let them know that the pricing model has been changed in accordance with standard pricing set by corporate.

Should they have any additional questions please let Trey and Greg Maldonado know, as we can synch them up with the corporate contact should they have any questions or concerns.

Trinity Properties

  • ALDERWOOD RV EXPRESS
  • ARCHVIEW RV RESORT & CAMPGROUND
  • CANYONLANDS RV RESORT & CAMPGROUND
  • FLYING FLAGS RV RESORT & CAMPGROUND
  • MOAB VALLEY RV RESORT & CAMPGROUND
  • OCEANSIDE BEACHFRONT RV RESORT (OR)
  • PALM CANYON HOTEL & RV RESORT
  • PONY EXPRESS RV RESORT

CARE Updates

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Ladies and Gentlemen,

We are changing the login process for CARE on Mar 23 at 10pm. This change will include everyone receiving a new password for CARE. You may also need to login more than once depending on where you go in CARE but the username and password will work across the whole site. This change will not change any of the URLs for CARE.  In the event, after the change over, you do not have access or if your access is not working correctly please notify your Teamlead so that IT can fix the issue.  New Care credentials will be email on Monday at 5pm and be in place at 10pm.

No Guest Support Locations

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A number of agents are not following the correct process when confronted with a caller staying at a location that does not offer guest support.

When you do receive a call from someone staying at one of these locations we DO NOT have authorization to assist these callers with connecting to the network, any guest calling from one of these locations MUST be refereed back to the front office/site staff for assistance.

(if you are unsure if a location has guest support or not look at the Support Announcements on the Admin page)

After you have properly informed the customer of the situation you also MUST ticket these calls under the CONTACTWORKS location, DO NOT file these tickets under the location the guest is staying at unless directed otherwise by a manager or lead.

 

Continued failure to adhere to process will result in disciplinary action.

N32 SunWifi errors

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As a reminder, when you receive a call in regards to a N32 error seen on SunWifi networks we MUST do the following on every call:

When an agent encounters an issue with the SunWiFi redirect, please ensure that the agent captures the specific URL that the customer is being re-directed to when the problem occurs in addition to the device type/operating system as well as the browser used. IT is in the process of resolving the issue, and requires every available detail.

 

In addition we also MUST be gathering the MAC off the device being used to access the network.  Remember this can be found easily on any device once it is connected to a meraki network by having the guest browse to my.meraki.com

 

Transfering to Sales/Billing

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When receiving a call relating to Billing or Sales, or a caller specifically asking for someone in these departments, on the VIP line follow the following procedure:

  1. Identify that this call is specifically for someone in the Sales or Billing department.
  2. Attempt a warm transfer to a individual in that department:
    1. Place the caller on hold (call parking)
    2. Dial the VIP number (512-469-7660)
    3. select the correct IVR option (billing or sales)
    4. Allow for the phone to ring and attempt to reach someone in the department, if you do transfer the call.
  3. If you are unable to reach anyone through those means, return to the caller. Inform them you are unable to reach anyone directly however you can transfer them over to that department and if prompted they may leave a VM requesting a call back.
  4. If the caller would like to leave a VM
    1. place the caller back on hold (call parking)
    2. call the VIP line
    3. select the correct IVR option
    4. Transfer your caller onto the line.
  5. If the caller does not want to leave a VM follow the log a call process for the individual they were requesting to speak with.
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