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Confirm Agents Identity using DUO Push. Here's how to send a Duo Push : Click Send Duo Push Once Agents hits approve on there device similar to vpn signin you will see this. Now you can proceed with resetting the password in AD. Password...

1. Five9 is missing from waffle 2. Use this link to got to Dashboard page where Five9 is always available if cogeco account is logged in : https://workspace.google.com/dashboard   3. If five9 is still not available here you should be automatically redir...

Check configuration is correct when going in Five9 to access the same setting when you are on the Dashboard of five9 top right corner *click on (agent name) > Settings > Audio Devices. Make sure your Headset is set for both. if configuration is correc...

Five9 asking for install and unable to install it. Follow these steps to fix the issue. open control panel   Navigate to program and features and uninstall FIve9 softphone App Right Click > hit Yes. Once the uninstall is complete hea...

Login Authentication error may occur if Cogeco password has expired or incorrect.     Use link : https://passport.cogeco.com/sspr/private/login   On self-service login page, login using you old password > the click Change password to set a new o...

One of the common errors the regular compass user sees is "HTTP Error 500" 1. Here's how you fix this, Click on 3 dots top right of your chrome window. Then settings.  2. Look for Privacy and Security and then click "Clear Browsing data". 3. In the Ba...

Checklist to ensure D5 Screen capture works.   D5 Icon at bottom right of the screen.     Click2Coach in waffle right by Five9 icon   Five9 D5 Extension in the Browser Sometimes its visible by clicking on  Ignore Error...

This policy outlines the types of outages our staff may encounter and the measures you should take to avoid them. Additionally, it provides remediation steps for each type of outage. Please read and follow this policy carefully to ensure smooth operations an...

Look for a Blue Shield with ✔️ on bottom right of your pc. Double clicking on it will bring you to this FortiClient App. Most of our Team members should have this app auto installed by now. Ff you don't have it on your pc, contact me or IT directly vi...