SUnWIfi – CARE

Tengo Troubleshooting – Pinging Customer Devices

January 29, 2016 Ken Becker Leave a comment

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

April 20, 2015 Ken Becker Leave a comment

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.

CARE Updates

March 18, 2015 Ken Becker Leave a comment

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.

Offer Ticket Numbers

February 17, 2015 Ken Becker Leave a comment

As a reminder to all agents on ALL queues and projects, it is a mandatory requirement that you offer a ticket number to each and every caller. QA’s will be updated to reflect a automatic failure if this is not performed during the call.

N32 SunWifi errors

December 30, 2014 Ken Becker Leave a comment

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