Technology Troubleshooting

All technology issues should be shared with your Team Lead via Slack for documentation. Please go through troubleshooting steps that follow.

Please click this link here to access the walk through guide for "Getting Connected with Max agent at Home" to assist you with your inContact issues while working from home

Please click this link here to access the walk through guide for "Steps to Remotely Display Documents in SCUBI" to assist you with issues reviewing documents on your work laptop

Preventing Internet Explorer from Opening in Edge

To View SCUBI Documents - VPN Troubleshooting

How to Prevent IE from Opening in Edge.pdf

Troubleshooting - Document Viewing.docx

MAX Agent at Home trouble shooting

Connected With MAX.pptx

Step-by-Step Troubleshooting

Verify that you are using Google Chrome and have the most updated version of the browser. See to the right for instructions on how to update the browser if necessary.

2. Check your Max Agent settings to verify that:

- - AV (audio and visual) are on
    - Click 'More' in the bottom right of your Max Agent, then click 'Settings', then click 'A/V Notifications'. You will change the Audio 'New Contact' to on and the Video 'New Contact' to on by clicking on them.
  - Ringer volume is on the maximum amount
    - Click 'More' in the bottom right of your Max Agent, then click 'Settings', then click 'Integrated Softphone'. Drag the sound bar all the way to the right to ensure the ringer is on.
  - Auto-Accept is on
    - Click 'More' in the bottom right of your Max Agent, then click 'Settings', then click 'Integrated Softphone'. You will change the 'Auto-Accept' to on by clicking on it.

Verifying your AV and ringer at 9.52.35 AM (1).mov

3. Verify that your internet speed is strong enough by running a Google Speed Test.

- To run a Speed Test, navigate to a google search tab and search "Google Speed Test". At the top of the search results, click 'Run Speed Test'. This will take about 30 seconds, and when it is finished, it will show your download and upload mbps. For In Contact to work properly, your upload speed should be higher than 5 mbps.
- Make sure to capture a photo or screenshot of your speed test results to submit it to your Team Lead.
- If your internet speed is the problem, you can follow these steps to strengthen it:
  1. Connect an ethernet cable from your router to your computer (this is the most effective solution if possible). The cord is cheap (around $10), and can be purchased from Amazon, Walmart, or Best Buy.
  2. Position yourself closer to the router to strengthen the wireless connection.
  3. Contact your internet service provider to upgrade your speed package.

Internet Speed Test 9.43.01 AM (1).mov

3. If all above criteria has been met and you are still experiencing issues, log out of InContact and then immediately log back in.

Click the drop down at the top of the Max Agent and select 'log out'.

4. Clear cache and cookies.

In the top right of Google Chrome, select the menu option (3 dots).
Click 'More tools'
Click 'Clear browsing data'.
At the top, change the time range to 'All Time'. To delete everything, select All time.
To only clear cache and cookies, check the box on the left of 'Cookies and other site data' and 'Cached images and files'.
Click Clear data.

Clear Cache and Cookies in Chrome at 9.47.06 AM.mov

Make sure to submit feedback in InContact every time you have an issue!

To submit feedback in InContact:

Select 'More' in the bottom right of your Max Agent.
Select 'Feedback'
Select a category based on the issue you are experiencing, select a priority based on whether or not you were able to get it working again, and include a comment with detailed information.

Step-by-step video is below instructing how to submit feedback.

Reporting Feedback in InContact.mov

Common Situations - 'Unavailable - Refused' and Blank, Blue Screen

If you are experiencing Audio issues (the caller cannot hear you or you cannot hear them), or you are being put into the refused status due to an InContact system issue:

Go through steps 3 and 4, and then fully close and re-launch your web browser. Log back into InContact.
Verify that the agent leg is connected in your InContact Max Agent.
- If you see 'Connecting Agent Leg' and you are automatically put into 'Unavailable - Refused', try to reconnect by selecting 'Connect' directly under your status bar. If it still will not connect, log off and back on and go back into the available status to accept calls.
Make sure you are using headphones or a headset that plugs directly into your computer.
Check Google Chrome Settings and make sure you allow the microphone for Google Chrome
- Select the menu option (3 dots) in the right hand corner of your Google Chrome browser
- Select 'settings' and type in 'Microphone' to the top search bar.
- Click 'Site Settings'
- Scroll down to 'permissions' and click 'Microphone'.
- Make sure that InContact is listed below 'Allow'.
Please see videos below for a visual of these processes:

Agent Leg Connection

Microphone Permissions in Google Chrome

Verifying your AV and ringer at 9.52.35 AM (1).mov

Chrome allow microphone.mov

If you see a blue screen when trying to 'Launch Max'

Confirm the time zone is correctly set on the computer/PC.
Sync the clock.
- PC users: Navigate to the Start Menu, click settings, click time and language, click synchronize your clock (This will vary based on the computer. Google your computer model and sync clock to get the most accurate instructions).
- Mac users: Navigate to the Apple menu, click System Preferences, then click Date & Time. In the Date & Time pane, make sure that ”Set date and time automatically” is selected and your Mac is connected to the Internet. Your Mac can then get the current date and time from the network time server selected in the adjacent menu.
**adding a video of doing this from both PC and Mac would be beneficial.

Time Sync on Mac

Time Sync on Mac.mov

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