SFB Contact Center, How do I get help?

This article describes where to go for assistance with Contact Center and TouchPoint software issues for agents and supervisors.

For General Issues with your computer and TouchPoint:

If you are experiencing general issues, like your computer freezing up while using TouchPoint, please contact your local IT Support. We will be happy to assist them if we can, however; issues like these generally point to an issue with the machine. Your local IT Support can reach out to us by sending an email to contactcenter@illinois.edu.

For TouchPoint Login Issues:

If you are experiencing issues logging in to TouchPoint and you are sure that you have an account, please try the steps in this article SFB Contact Center, Cannot Login to TouchPoint . If this article does not solve your issues, please open a ticket with the Contact Center Team by emailing your name, NetID, and issue to contactcenter@illinois.edu.

To Request an Account:

The Pinnacle Department Manager or your department's lead contact for the Contact Center can request a new account for an agent or supervisor. Please see the following article for information regarding this SFB Contact Center, Account Requests for New Agents or Supervisors .

To Deactivate an Account:

The Pinnacle Department Manager or your department's lead contact for the Contact Center can request deactivation of an account for an agent or supervisor. Please see the following article for information regarding this SFB Contact Center, Account Deactivation Requests for Agents or Supervisors .

For Emergency Assistance During Business Hours (Monday-Friday 8am-5pm):

If you feel there is a service outage for the Contact Center, please check the status page http://status.illinois.edu to determine if we are aware of the issue. Any service outages and scheduled maintenance will be posted to the status page. If you do not see a post concerning Skype for Business or Skype for Business Contact Center, please call the Technology Services Help Desk at 217-244-7000 or email contactcenter@illinois.edu to report the outage.

For Emergency Assistance Outside Regular Business Hours:

If you feel there is a service outage for the Contact Center, please check the status page http://status.illinois.edu to determine if we are aware of the issue. Any service outages and scheduled maintenance will be posted to the status page. If you do not see a post concerning Skype for Business or Skype for Business Contact Center, please call the Technology Services Help Desk at 217-244-7000 and choose the option to report an Emergency Service Outage.




Keywords:Contact Center, Skype for Business, Skype, TouchPoint, Touch Point, TouchPoint Help, Touch Point Help, Contact Center Help   Doc ID:71216
Owner:Lync M.Group:University of Illinois Technology Services
Created:2017-03-02 09:58 CDTUpdated:2017-03-06 16:23 CDT
Sites:University of Illinois Technology Services
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