Frequently Asked Questions

 

Users want to hear the IVR in Spanish or United Kingdom English.

Your organization can use the Language Settings option in the Master Configuration section of the Admin Tool or Admin > Settings > Capacity Management to make the Spanish language available on the IVR and to set the default English language to United States English or United Kingdom English. A TeleTracking Technologies representative can help your organization to configure language settings in Master Configuration.

 

After the Spanish language setting is enabled and the default type of English language is selected, the administrator should select a language that applies to each user (English or Spanish).

 

At your organization, the default language is United States English. A user named Chris should hear the IVR in Spanish. The administrator should ask TeleTracking Technologies to enable the Spanish language and select English (United States) as the default language under Master Configuration>Language Settings. Then, while Chris is signed out, the administrator should access Chris' user profile through Admin Tool > User Management > User Management or Admin > Settings > Capacity Management > User Management, and then select Spanish IVR in the Language list and save the selection. The next time that Chris signs in, Chris will hear the IVR in Spanish.

 

 

What is a RAC code?

Some users are required to enter a Re-Assignment Authorization Code (RAC) when signing in if they have variable membership and they have been asked during a shift to sign out, sign back in, and select different units and clusters. If you are required to enter a RAC code, your supervisor, administrator, or another user with special permissions will provide the RAC code to you. If you are not required to enter a RAC code, leave the RAC Code box blank when signing in.

 

Users who have the Allow User to Set Membership on Login permission are NOT required to enter RAC codes. Users who DO NOT have the Allow User to Set Membership on Login permission ARE required to enter RAC codes if they have variable membership, are signing in for a subsequent time during the same shift and are selecting units and clusters that are different from those they selected during the previous login. Each RAC code can be used only once.

 

Users who have the Allow User to Request RAC permission can use the Request RAC feature (on the Admin Tool menu or in Admin > Settings > Capacity Management > Miscellaneous > Request RAC) to:

 

Is it possible to be signed out automatically?

Yes. The administrator can configure a setting so that users are signed out automatically if they have not performed any actions (such as typing or saving) within a certain period of time.

 

In earlier versions, there was an employee status called Idle. What is that status called now?

The employee status that was called Idle previously is now called Available.

 

How do I change my password or PIN?

See Changing Your Password or PIN.

 

My last name recently changed. How can I change it in this application?

See Changing Your Name, Photograph, and Contact Information.

 

Can I use the Zoom feature in my browser to make the page look bigger?

Only zooming to 100% is supported. If you use the zoom feature in Microsoft® Internet Explorer®, Google Chrome™, or Mozilla® Firefox®, select 100%.