Subject: Allstate troubleshooting procedure
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 (LSM)" <[email-masked]>
Date: Fri, 8 Jul 2022 12:54:38 +0000

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:
     *   Agency Staff: They are corporate employees - they should install EPOS Manager from the application catalog (Start > Allstate Software Center).
     *   Allstate Agent: They are outside of the Allstate network and can install EPOS Manager pointed to the public tenant themselves.
     *   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:
     *   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.
     *   If issue occurs with software or Windows only and it not EPOS hardware-related, direct the user to "open a ticket with the ATSC<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>" (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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