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Toggle to the “IT Support” Dialer status
Use Chrome
Capture a screenshot of the issue including the date and time in the bottom-right corner of windows. For “Did not Connect” situations, be sure to also capture the call duration in the upper-left corner. Refer to the example below:
Send the screenshot to your supervisor with a brief explanation of the issue.
Notify the “Medicare Champions” chat of your issue (this allows trends to quickly be identified and escalated).
If the issue impacts more than one call within a short duration in a way which is likely impacting CR, notify your TL that you are staying in the “IT Support” status until further notice.
Refresh the Dialer by clicking the refresh icon in the upper-left corner of Chrome.
Restart Dialer by first, logging out followed by clicking the x and restarting.
Manually type “http://dial.assurance.com” (not including the quotation marks) into you search bar. Do not let the auto-fill functionality complete for you. You must type the entire address yourself.
Restart your computer
Limit extra internet and app usage as much as possible - Do not stream music or videos.
If all of the above fails, chat Assurance IT. Notify them you have completed all of the above steps by copy-pasting the above steps into the chat stating you have completed each of these items.
If Assurance IT cannot help, let your supervisor know by emailing a copy of the AIQ chat.
Supervisors - Email AIQ’s tech representative and manager. In the email, state that all above steps have been taken and the problem persists. Supervisors should also chat our AIQ manager in the CXP-AIQ leadership Teams chatTech Help chat for further assistance.
Computer Settings Optimization
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