Alvaria- Article no. 9263

• Enter your AD credentials
   
  • This is the same as your Simon ID and PW
  
  
  • Sign in using the format: AD\FirstName.LastName with your AD password
  
  
  • Outsource family: use the same login you use for Simon
• Select Sign In (Do not bookmark this page)

• Enter your 10 digit phone number (at your desk) as the Station (in the box named Station) and select Log In

• In the upper right corner, a gray profile icon (person) , red phone and status Offline displays

• To complete the sign in process and to auto punch into UKG
   
  • Do the following:
    
    
    • Select the Gray Profile icon
    • Select Park
    • Select Start Shift
       
• Once you select Start Shift, Alvaria calls the 10 digit phone number you entered as your station
   
• When you answer your phone, your status changes to Park (Start Shift) and your profile icon changes to blue
  
  
  • Click on Engagement Center
    
    
  • Launch BOLT by clicking on Launch BOLT CRM
     
  • Click on the Clock(Current) ICOMS to display phone lines
     
  • To begin taking calls, select IDLE from the dropdown menu - IDLE means you are availableto take a call
     
  • You are now open to take calls
  
  
  • When a call comes in, Line 1 highlights in green

• Click on Offline
   
• Choose the Default option (This is your UKG punch out)
   
• Click on the gear icon in the upper right corner of the screen
   
• Choose Sign Out
   
• This logs you out of the system

• HOLD: to place a call on hold, click the Pause button
   
  • While on Hold, Line 1 changes from green to orange
     
  • The timer in the right hand corner tracks the time
     
  • To remove a caller from Hold, click the Play button
     
• WRAP: when a call ends, you are are automatically moved to Wrap, a pre-defined state that cannot be extended
   
  • To return to Idle status (available), click the checkbox to end Wrap
     
  • If Wrap is not exited, a countdown to Idle (available) displays; status is automatically returned to Idle when time expires
  
  
  • NOT READY - STOPPING THE NEXT CALL (formerly Idle Y)
  
  
  • Future calls can be stopped by using the Not Ready function (Idle codes are no longer used)
    
  • While on a call: click on the person icon
    
  • Choose Not Ready(see document below)
    
  • Select your future status (i.e. Break, Coaching, Lunch, etc.
    
  • When your call is over: you must end WRAP by clicking the End Wrap function
    
  • If Wrap is not closed, the Not Ready status is bypassed and you are placed back in the Idle (available) state
    
• The Not Ready status displays how long you are in a particular Not Ready state
   
  • To return to the Idle state (available), click the person icon and choose Idle

• Click on the Contacts tab
   
• The Work Type group houses the internal queues and departments
  
• Speed Dials also house certain groups (Note: IVR Payment is under Speed Dial)
   
• Type the word transfer to filter the choices 
  
• Choose a department and click on thesprocket icon
   
• Click on the arrow icon to send the call to that department
   
• The call is cold transferred to the department you chose
   
• If you are not in the IDLE (available) state, click the person icon and select IDLE

• Queues such as the Support Queue may require a warm transfer

• You can filter your choices by searching with the word help
  
• Under Work Types, select Help
  

• To warm transfer, choose the Telephone icon after clicking on the sprocket
  

• When your call connects, choose the Group icon to conference your call
  
• After conferencing in the call, choose the Transfericon to drop off the call
  

• To return to Idle status (available), click the checkbox to end Wrap

• To make an outbound call, click on the person icon and choose Park

• Choose Outbound Call

• Your status displays as Park (Outbound Call); you do not receive inbound calls while in this state

• Return to the Engagement Center to place an outbound call

• Enter a ten digit phone number to make an outbound call

• When call is complete, return to the Idle state

• Click the person icon and choose Idle

• Alvaria is compatible with Google Chrome

• A second of wrap-up time is required to end BOLT screen pop communication and begin a new call

• Does not function with any other internet application, network drive, TAB browsing, IE Pop-up Blocker or saved link

• Launch BOLT by selecting the Launch BOLT button from within Alvaria ONLY

• Do not open more than one BOLT session

• Do not close the Alvaria or BOLT window after launching; they must be opened in sequential order

• Restart your PC at the end of every shift

• Do not log into more than one computer at the same time, Screen pop will not work

• Clear cache and cookies

• If you move your seat and/or receive a new tower, it can take 24 to 48 hours for screen pop to work
   
  • May need to restart computer multiple times

• IVR outages / maintenance may prevent screen pop from working; the IVR drives screen pops

• If a customer calls from a number or enters a number that exists in a different account, the screen pop may display the wrong account

• Not all accounts are found inside the IVR. (i.e. a pound sign (#) displays in the Alvaria window, indicating account was not found)

• Graphene outages: communication that talks from ICOMS to the other tools may drop to one or all tools

• For IVR bugs that prevent the pop, please report all issues so they can be investigated

• If the issue is not resolved, Submit a Service Now Ticket for Alvaria & WFM Support

When sending an email to alvaria_team@astound.com to report an error, include the Alvaria logs and the following information

• A brief overview of the error / issue experienced

• What was done prior that led to the issue

• Description of issue (what issue looks like)

• Work Location: WFH or In Office

• Name of ISP (internet service provider)

• Date and timeframe when error occurred

• Screenshot of the error / any other pertinent information

How to Pull Alvaria Logs

1. Select the cog in the upper right corner of Chrome or Edge

• Select My Profile
   
• Select Logging
   
• Change the Current Log Level to Level - All
   
• Select Save To File
   
• Select OK on the Success screen
   
• Select OK on the Logging screen
   
• Log file is downloaded and is available in your computer's download folder
   
• To access this file, select the up arrow and select Show in Folder
   
• Attach the file to your Service Now ticket or email