Subject: Fwd: Allstate troubleshooting procedure
From: Pritish Nandi <[email-masked]>
To: Sebastian <[email-masked]>, "Adelina Paula. Bartes" <[email-masked]>, Arjun Hurry <[email-masked]>, "Denisa Alexandra . Magda" <[email-masked]>, "GRACE ODETTE. BOUSSI" <[email-masked]>, Ismail Lsm <[email-masked]>, Jeet Behera <[email-masked]>, Josie Lau <[email-masked]>, "Pravesh Singh" <[email-masked]>, "Shivangi Bhattacharya " <[email-masked]>, Sven Thiele <[email-masked]>, Tiantian Xiang <[email-masked]>, abhishek tripathi <
Date: Tue, 12 Jul 2022 09:45:58 -0700 (MST)

FYI 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Franck Gampio-Killy (FRKI)" <[email-masked]>, "Jan Philipp Faber (JNFA)" <[email-masked]>, "Hamed Rahnama, HARH" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Christopher Kurek, CKUR" <[email-masked]>, "Tony Leong (TLEC)" <[email-masked]>, "Daisuke Murata, DIUM" <[email-masked]>, "Shadee Alafhash (SDLF)" <[email-masked]>, "Ross Martowski, ROMR" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Sent: Friday, July 8, 2022 6:24:38 PM 
Subject: Allstate troubleshooting procedure 

Hi team, 

As you are aware, Allstate (US) is one of our key accounts for warranty handling. Here are some clarifications to the general troubleshooting and ticket handling procedure from Allstate employees. 

	

AMER 	

US 	

Allstate Insurance Company 	

Proof of purchase waived 
Designated contact Ross Martowski 

Level 1 will do the initial basic troubleshooting and only escalations will be directed to Ross. For troubleshooting, these additional steps should be followed. 

    1. Ask the user whether they are an Allstate Agency Staff or Allstate Agent: 

        1. Agency Staff: They are corporate employees - they should install EPOS Manager from the application catalog (Start > Allstate Software Center). 
        2. Allstate Agent: They are outside of the Allstate network and can install EPOS Manager pointed to the public tenant themselves. 
        3. There are also some employee agents who use corporate devices. If needed, we can ask if they are an “MSA”. 

    1. Ask the user if the issue occurs in all apps or only one: 

        1. Direct the user to Task Manager > Startup and try disabling Teams/Zoom (agents will not have Teams); reboot and retest to see if a different calling app is interfering with HID/audio. This is common in some departments. 
        2. If issue occurs with software or Windows only and it not EPOS hardware-related, direct the user to “open a ticket with the [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fallstate.service-now.com%2Fts%3Fsysparm_stack%3Dno&data=05%7C01%7Chnyr%40eposaudio.com%7C7085385322614ff90e2708da3cf8cac0%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637889336495126464%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=EJfUtcp46FFP5yO6QqS25pCPRnpowB8n3MY5lmmAckI%3D&reserved=0 | 
ATSC ] ” (applicable to both Agents/Staff and corporate employees). 

    1. If the user is a corporate employee and the headset is not under warranty, direct them to speak with their manager to order a replacement via the Zones catalog (agents use CDW). 

	

Venlig hilsen / Best regards 

Heta Nyrhinen 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125 ] 

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