GENERAL AND TICKET
What is Avaya?
A private telecommunications company.
Tell me two common audio issues.
Static, silence, garbled or speakers.
Which is the best way to connect the laptop?
Through a hardwire.
What are two main log in issues?
PW Sync and Invalid Credentials.
The two things AVAYA is specialized on...
Telephones and call centers, but it also provides Cloud Services and Devices.
I just finish the troubleshooting, what's next?
Have a test call to confirm Avaya is working.
What is the most common connection issue on Avaya?
VPN connection.
How can I sync the OKTA PW?
Verified VPN connection, lock and unlock the computer.
What do I need to know about the user at the beginning of the contact?
User information: name, contact number and location.
Where I can verify if the headset is working correctly?
On Avaya Agent Preferences.
How can I test the connection?
Using the CMD, with "ping" command.
Where should I check the user credentials?
On the Excel data sheet.
How can I identify the type of issue the user is having?
With proving questions.
TRUE OR FALSE. Clearing temp files is just deleting everything from Avaya.
False, it is a Windows folder.
Which are the minimum internet requirements to work with Avaya?
10 mb for download and at least 4 mb for upload.
Tell me the PW for all the users that did not change it.
The default PW is 1234.
Which are the 4 steps to fill the ticket?
1. Contact information.
2. Add description.
3. Voice Services labels.
4. Resolution notes.
To clear Avaya cache I need to copy the files from 2.5 folder to OLD folder.
Wrong, you need to CUT the files.
If a user is having bad connection, what can we do for him/her?
Restart the router, if the issue stills, tell them they needs to contact their ISP.
Who is TELECOM?