When an agent experiences a problem, they must first notify their Supervisor.
- The reasons for this are:
- Supervisors can confirm if the problem is happening to other agents
- Supervisors can provide tips or troubleshooting information for most common issues
- Supervisors have a procedure for quickly reporting system outages or impairments affecting 5 or more agents
Try to troubleshoot the problem yourself:
- Use the information provided on this website on the Support and Troubleshooting page
- Logging out and rebooting your PC, modem, etc usually resolves alot of problems
- Reset your browser settings (login using domain credentials)
- Contact your ISP or Telco carrier to have them check your service
do not need to contact the Service Desk if you experience a disconnected
or slow Citrix connection, unless it is a persistent problem.
Try logging out of all applications properly, exit the Desktop
and logoff Citrix. Wait 2 minutes to let your Citrix session clear,
then try logging on again.
Have your Supervisor submit a IT trouble ticket:
If you’ve tried the steps 1 and 2 and are convinced that it’s an Asurion-related issue and not related to your personal equipment then request your Supervisor submit a trouble ticket using the following form:
Go to ServiceNow Portal,
then click the top left link "Can We Help You?" followed by the link "Something's Broken" (login with domain credentials)
Or call the Service Desk at:
The Service Desk may need to remote into your machine. After contacting Service Desk, go to the following website:
123 Rescue - LogMeIn
supply the following information when submitting a trouble ticket:
- Agent Location
- Citrix Server
- Avaya Call Server
- Application login
Contact Phone Number
- Internet Service provider
- Phone Carrier provider
Provide a description of what is the problem? Be as specific as you can, list what applications are affected including any error messages, if any.