Subject: FW: [OLS COMMS] Critical Update - Twilio
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Jana Garbe <[email-masked]>, Cian Madigan <[email-masked]>, Robert Cosgrove <[email-masked]>
Date: Fri, 5 Jul 2019 10:45:28 +0000

Hi all,

Can everyone please read this critical update on the new phone system.

We need to be ready for the switchover. Please ensure everyone installs the updated extension and does the tests as per the comms.

If there are any issues let me know.

Kind regards,
Brian

From: Jana Garbe
Sent: Friday 5 July 2019 11:17
To: CSLeads <[email-masked]>; Stephen Blake <[email-masked]>; Meghan Flanagan <[email-masked]>; Kimberley Smith <[email-masked]>; Richard Fu <[email-masked]>
Cc: Cian Madigan <[email-masked]>
Subject: [OLS COMMS] Critical Update - Twilio
Importance: High

Hi all,

As confirmed in the Teams group - a new version of the soft phone has been made available to all agents which should cause less issues.

In order to advise the agents on how the new phone can be downloaded and which actions are require to do first - COMMS have been sent out with the title "Critical Update - Twilio Soft Phone"

What does the agent need to do?

  *   Delete the current soft phone from the browser and download the new version via the Tools main page
  *   Re-do the training that has been assigned a few days ago
     *   The progress has been reset - therefore any agent who has done the training previously - will need to go through it again and mark it as complete

  *   It is crucial that all the tests as part of the training are done again!

Kind regards,

Jana