Shift StartUp Guide

  1. You should be set up and logged into queues at the start of your shift.  You can clock in up to 5 minutes early to give you time to prepare.

  2. Clock in for your shift via ADP at https://workforcenow.adp.com

If for any reason you arrived on time, but your system caused a late clock-in, email your team lead. – [email protected]

  1. Start up the Optaros toaster and check for any Optaros Tickets (for Optaros trained agents only).

How to Install Toaster:

If CWXTX Queue has anything other than 0:

  • In your browser, go to http://www.helpcwx.com/

  • Click on Optaros, then Optaros Tickets

  • Start on step 2, substep 4.

  • Follow the CARE guide to completion.

  1. Make sure you are logged into the work Google Hangouts

  1. Make sure Fonality / HUD is configured correctly.

Make sure HUD is running under your profile

  • File – Settings – Connection

  • Log in with the credentials that were emailed to you

Make sure CARE is set up properly

  • File – Settings – Web Launcher Tab

  • “Launch the web page below during new calls” =
    http://www.helpcwx.com//%%caller_name%%

  1. Make sure X-lite or Jitsi is running under your profile

  1. Check to make sure your X-lite or Jitsi phone and headset is working by checking dial tone and test dialing out.

  1. Verify CAT is configured correctly. Run it and use it for your ticket templates.

Installing the CAT program:

  • In your browser, go to http://www.helpcwx.com/

  • Mouse over Home, and click on CAT Ticketing Templates

  • Open the zip file and extract / copy the files to your desktop.

  • Run the CAT HTML App from your desktop

  • Setup guide:

  • Run the CAT HTML App from your desktop.

  • Click on Settings, then the name, and set your name.

  • Click on Browse.

  • Navigate to where you want to save your notes.

  • Right click on the window to create a new text document, or select an existing text document.

  • Click Open to link to that text file.

  • Click Set Directory to save that location to your app

Usage Guide:

Reset – Clears the window , but does not reset your text file settings as sent by the Setup Guide.

Client – Submenu – This will add the relative ticket template to your window to fill out. If you already had a template in the window, this will just add to it. You’ll need to use reset if you wanted the window clean beforehand.

Save Notes – this will save what’s in the window to your assigned text document and time stamp it (at least as of version 1.2.2.4 and later)

View Notes – This will open your text file for viewing.

External Links – This should open the corresponding CARE page.  Some open up other docs like the Tengo Phone number page.

  1. In HUD/Fonality, click on your Queue button and select Login – All Queues.

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