- When an agent experiences a problem, they must first notify their Supervisor.
- The reason for this is because:
- 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
- Logging out and rebooting your PC, modem, etc usually resolves alot of problems
- 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 or call the Service Desk at:
- Asurion West: x73456 - If you're deployed out of Colorado, Kansas City or Salina this will be your number
- Asurion East: x63911 - If you're deployed out of Nashville, Houston or Moncton this will be your number
- Outside of Citrix: 1-866-299-1974
The Service Desk may need to remote into your machine. For them to do this you will need to go to the following website and wait for
Asurion Remote Support
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.