General
Issues with EE/BT apps provide agents EIN
Please Provide the Agents EIN if there is an issue with EE/BT apps. Thanks
MUF Questions that IT need
MUF Process 1: Does this issue prevent you/those affected from working? (Are you offline because of this issue?) 2: For advisor issues - Are you/those affected working from home or the office when the issue is seen? 3: What Campaign is affected? 4: ...
SUF Questions IT need.
SUF/MUF What we need to know How many are affected: Issue Type: Is this impacting dialling: Campaign: Describe the issue: EIN:
Equipment Requests and Returns for WFH agents
If you have agent that is due to WFH and requires a ResQ Device, please complete the following steps Check that the agent does not already have a ResQ device at home (just send them home if they do) If require a ResQ device, please raise a ticket ...
CCE Softphone Silent Call
If you or your agent are getting silent calls on CCE try the following below: First check that you're not logged into CCE on another device. Load up Citrix but don't sign into CCE If Citrix says out of service - You're not logged in anywhere else. If ...
How to find PC / Laptop number for tickets
If the User is already logged on Click on the Windows key on their keyboard or the Windows icon on the task bar. Then choose the settings option (the icon is a cog). The PC Number required is the one that starts RESQ- (If it's a desktop it will ...
How to connect to Azure VPN?
While working from home and out of the office you will need to connect to Azure VPN to access ResQ systems. This is the only VPN you will use for ResQ, no longer can you use FortiClient VPN. How to check Azure VPN is installed? At the bottom left of ...
How to Reset your Agents passwords?
To reset your agents passwords you need Active Directory Users & Computers installed onto your PC/Laptop At the bottom left of the screen where it says ‘Type here to search’, enter ‘Active Directory Users & Computers’. Alternatively, click on the ...
Silent Calls - Customers can't hear agent, but agent can hear them
Make a test call with the agent on teams. If they can hear you but you can’t hear them, please action the following. Check that the headset is plugged into the adapter correctly. It may just be loose and some of them are very tight fittings. If you ...
Oh no! There is unfortunately no ResQ Anywhere profile for Agent #####
When loading ResQ Anywhere and the below error message is displayed: Double check the agent is in the correct Team on Synthesis User Management. If no, add the agent into the correct Team and please allow up to 30 minutes for changes to take effect. ...
Continuous tone when logging in, failed login
If an agent is hearing a continuous tone when they are trying to login to Avaya and it fails to login, please action the following. The Issue: The Extension, Pin or Passwords have been entered incorrectly. Usually when agents copy and paste their ...
Silent Calls - Agent can't hear customers
Make a test call with the agent on teams. If you both can’t hear each other clearly, please action the following. Open sound settings by right clicking the speaker icon in the bottom right and making sure the headset is selected sound and recording ...
Call dropping mid-call/kicked from Avaya (connecting / connection recovering)
Ensure agents PIN and EXTENSION are both correct (Using the desk extension for in office agents, and their assigned extension for WFH agents) Try another extension – by either getting an extension from Tom Ballentine's document if they are working ...
Citrix Not Loading (GVW, Halo, SCIO, etc)
If your agent is having an issue loading any app through Citrix, i.e. GVW, Halo, SCIO, like the screenshot below: Double check to see if there are any 'Active Connections' in the Connection Center In the system tray (bottom right), right click the ...
How to reset your own password or unlock your own account?
You can now reset your own password or unlock your own account. Firstly, you will need to update your account details by entering your mobile number and personal email address. These will be used for a verification code to reset your password or ...
How to Setup the S-Drive on your computer
If your computer does not have the S Drive configured, please jump to Section 2. Section 1 - Disconnect from the S Drive Open ‘File Explorer’ Locate ‘This PC’ on the left side Right click and choose ‘Disconnect’ Section 2 - Re-configuring the S Drive ...
Headset is not working, no audio
Please make sure all headset adapters / controls are firmly plugged in correctly. If the agent cannot hear the customer, or the customer cannot hear them, please action the following: Search for ‘Sound Settings’ in the ‘Type here to search’ box, or ...
PC does not have any internet / Agent cannot login
If one of below messages is being displayed when an agent is trying to login: First, please check the Ethernet cable is correctly plugged into the back of the PC Make sure when the Ethernet cable is plugged in, there are green and yellow flashing ...
ResQ Anywhere not opening
If ResQ Anywhere is not opening after double checking the icon on the desktop, please action the following. Open ‘Task Manager’ To find this, in the ‘Type here to search’, search for ‘Task Manager’. - Click on the ‘Details’ Tab - Find any ‘ResQ ...
How To Add Avaya Server Address
How to install Avaya IP address Step 1) Make sure any agents that are not in office, are connected to the VPN. If open, close Avaya. Step 2) In the search bar enter \\rqch-ds1 Step 3) When in the folder, navigate to >Software >Avaya >Software Copy ...