Page 52 - Agent Handbook 9.14.21

Technical Issues and Answers

Working from home we can sometimes run into technical issues that are easily fixed or avoidable if

we were still in the office. Great news! We have a great team that is here to help.
Q-What happens if your phone stops working?

A. First, check your Jabber. If your Jabber is not connected, then Finesse will not work.
B. Restart Finesse. Exit out completely and reboot.

C. Clear your cache.

• Locate the 3 dots on the top left of the Chrome window. Find the Settings option,
scroll down until you see Privacy and Settings. The very first option Clear Browsing
Data is what we’re looking for. Click Clear Data and you can Exit out.

D. Call Help Desk. 1-866-Sonic11 or email Sonic Support
E. Email/Text/Call- your BA and Team Leads to let them know of your situation

Q- What happens if my CDK Timeclock Stops working?

A. Clear your cache.
o Locate the 3 dots on the top left of the Chrome window. Find the Settings option,
scroll down until you see Privacy and Settings. The very first option Clear Browsing
Data is what we are looking for. Click Clear Data and you can Exit out.
B. Call Help Desk. 1-866-Sonic11 or email Sonic Support

C. Email/Text/Call- your BA and Team Leads to let them know of your situation

Q- What if my internet goes down?
A. Email/Text/Call- BA and Team Lead and let them know what is going on.

B. Call Internet Provider for an update
C. Most importantly, keep your managers updated on your status.

Q- What if I forget to clock in/out? What if I forget to clock in/out for lunch?
When you are in Production, email Agent Assistance and your BA for time adjustment.

B. While you are in training you will email Casey to make all adjustments

C. You are responsible for your time and how you get paid so if you do not receive a
“Done” by the end of your shift you will need to send another email or call the appropriate
manager.
Q- Who do I ask for help when I'm confused or not sure of what to do next in a situation?

A. While in Training your first line of contact is Casey or Ray

B. Once in Production, your first line of contacts is your Team Leads, BAs, then Casey and Ray
Q- What if I have an issue with my Global Protect/VPN?

A. Call Helpdesk. 1-866-Sonic11

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