Main > SCA Proc > Advisor Instructions

Making international calls (7.30.14)

  • If you're calling from the office ... dial 9 to get an outside line
  • Dial 011 for an international call
  • Dial the country code next ... for example ... 44 is the country code for Great Britain
  • Dial the 10 digit phone number
  • NOTE: If you're using Skype ... choose the country from the drop down, and then dial the 10 digit phone number

Credentials Update (1.14.14)

Every 90 days you will be required to update your email password. When you do so, you'll also have to update your credentials for NetExtender and the company drives.

  • Steps for mapping network drives:
    • Open "Map Network Drive" from your My Computer page
    • Drive: M (or H)
    • Folder: \\thesun\Vol1 (H drive: \\thesun\Users\________ (your username)
    • Check the "Reconnect" box
    • Check the "Connect using different credentials" box
    • FINISH
    • Pop-up will open requesting new credentials

NOTE: If you attempt log-in more than twice, and are unsuccessful, you will be locked out and will need Chris or Kurt to re-set your account.

How to access web mail

How to access webmail

  • Open your internet browser
  • Navigate to https://mail.sonlight.com
  • Enter your username and password that is required to log into the domain

Advisor Call Scheduler: [11.01.12]

Instructions: To "take" a call, please click the completed [?] field and add your initials, date and time stamp. This field isn't editable after you have entered your information. Filling in the "completed" field lets other advisors know you're "in" that particular call. This will be a necessary first step when busy season starts and more than one advisor is working calls.

After you have completed the call, add notes about your call in the EDIT field and include your initials, date and time stamp.

We are not deleting calls. The only time we would delete them would be special circumstances: for example… two calls from the same person, call needs to go to CR and so on. They will just roll down the page.

We are only attempting call once. If customer doesn't answer, we leave a message and welcome them to reschedule a call [ just like we used to with Live Call]

Ideas to shorten long calls: [07.28.14]

After your intro ... "How may I help you during our scheduled appointment [time slot] today ... with your 1st and 4th grader [or math questions, or whatever other tidbit of info we know about the call]"?

If the call is going LONG maybe add something along these lines ... " Regrettably ... I'd love to speak with you more about blah blah, however .. I have another scheduled call now and will be more than happy to schedule another time slot for you. Is there a time tomorrow that would work for you? or some time this week?"

Advisor View Cart: [07.28.14]

Footprints License Priority (5.23.11)

If the licenses are all in use for Footprints, the following Advisors should be logged in:

  • The scheduled Advisor for doing email
  • The scheduled Advisor for doing Voicemail
  • The scheduled Advisor for floating

Any other Advisors should log out to allow licenses for those three positions.

Advisor Responsibilities (added 7.14.10)

  • Please remember, our number one goal is ‘Good Customer Service”. It is not about how many Live Chats we can do at the same time, or how fast we can finish the phone call. Feel free to ask for help any time you can’t handle the volume.
  • Voice Mail
    • You’re done for the day when all VMs are done, unless Eldina asks you to help with email or anything else.
  • Live Chat
    • Help with email if Live Chat is slow
  • Live Call - provide help in the following order:
    • Help with VM if there are no scheduled calls or if you are confident you can finish the call before your next scheduled Live Call.
    • If no VM, then help with email.
  • Floater - provide help in the following order
    • Live Chat – talk to the Live Chat person, see when do they prefer help (after 2 chats, after 3 chats etc. )
    • Email
    • If Live Chat is really quiet and there are no emails, help with
      • Live Call
      • Voice Mail

Connecting to Assist via VPN [05.28.13]

Connect To VPN first, then connect to Assist via VPN:

The VPN opens a tunnel to InquisiCorp’s internal network. Without connecting you will not be able to access any private resources insides InquisiCorp’s network. • Go to https://remoteusers.inquisicorp.com/ in a browser. • Input your Inquisicorp login credentials. (These are the same ones you use to access you email for sonlight or inquisicorp) • Make sure the domain says “Inquisicorp” • Enter the temporary password that is either emailed to your personal email or sent to you as a text. • Select NetExtender to download the VPN client to you computer. Once you have followed these steps the first time you can use the NetExtender client that is installed on your system.

Connecting to Assist From VPN This will explain how to log into your Assist account. This will only work after you connect to InquisiCorp’s VPN. This section will only have to be done one time. • Download Putty from the following link http://the.earth.li/~sgtatham/putty/latest/x86/putty-0.63-installer.exe. • Run the installing by selecting all the default options. • Download the assist setting file from www.inquisicorp.com/IT/Assist.reg (If after if you want to keep or discard this file select keep) • Open the Assist.reg file. • When asked “Do you want to allow the following program to make changes to this computer” select yes. • Select yes at the following window • Select ok at the following window This section will need to be done every time you connect to Assist • Open Putty • Select Assist in the “Saved Sessions” window • Select connect • Log into assist using your normal assist credentials. (If you don’t know your credentials contact the IT department [email protected]

Please log out of NetExtender and Assist each day. A new temporary password will be email to you daily to log back into NetExtender.

NEW VPN Feature: [05.28.13] Kurt has I has added a feature to our VPN software the he feels may make connecting to assist easier. This will eliminate the need to open up the putty app you downloaded. To do this follow the directions below.

1. Open your browser to http://remoteusers.inquisicorp.com\.

2. Log in using your Sonlight email credentials. NOTE: Make sure the domain is set to Inquisicorp.

3. Enter the temporary password that is sent to you as a text or an email.

4. Select the bookmark called “Assist”

This should open up another window with the assist login screen.

If you prefer to use the normal method you still use it. He added this feature because it may be easier.

The one requirement for this option is that you must have java installed on your computer in order for this to work. If you don’t have it your browser should prompt you to download it.

Assist Instructions Word document will download; updated 3.13.09

Additional Info - added 6.17.09

[DO NOT USE THIS ANY LONGER 05.28.13] Download putty here: http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html

download putty.exe

  • On Customer Information Screen hit F8 and type 1 > enter, to search by item #
  • then enter the item number they have ordered, it will pull up hte order number the item is in and you select that line to see the order
  • nothing will show up if they have not purchased that item

Please click link for details Live Person Instructions after downloading application [link below]

Download: http://agent.liveperson.net/LPAC/INSTALLER/GA/LPAC_WIN.exe version (9.3.5.1) 05.20.13

Before installing clear Java cache. Follow instructions at: http://base.liveperson.net/hc/s-5296924/cmd/kbresource/kb-3866146228018543385/view_question!PAGETYPE?sq=%22Unable%2bto%2bLaunch%2bApplication%22%2berror%2bwhen%2blaunching%2bLivePerson&sc=4582&sf=101113&sg=0&st=302056&documentid=405036&action=view

Live Person Tech Support Chat: http://solutions.liveperson.com/ acct# 27098783

International Phone Call Instructions

Assist Help

Is assist locking up? Check here for help!

Footprints

Communicating with Clients

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