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Configuration

Companion

How do use failsafe / CTRL+U a system?

Support

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General

Why can't I sign in to msn?
User name is not case sensitive, and doesn't work with domain name (I'm not sure about the domain name, I havn't tested with @msn.com). With a DUN (Dialup Networking) connection you must have msn/ (yes lower case WORKS) in front of user name.

| HOME | BACK TO TOP | How do I lower my talk time?

Sound Confident - The more sure of yourself you sound the more confidence the customer will have in you to fix their problem. Also, keep track of exactly where you are and what you're doing on the call. The more you back track the less confidence the customer will have.
Don't Say - "I need to talk to a supervisor" (Supervisor are not techs), "UMMMMM", "I'm not sure", "I've never heard that before", "I hear that all the time", "Everyone has this problem". If you not sure about something, say "I need to do some research on your issue, please hold on for a moment."
User YES or NO questions - Anytime you can use a "yes or no" question, DO IT. Which do you think would be easier : 1> How many phones lines do you have? or 2> Do you have a seperate line for the computer?
Use time wisely - If the customer is rebooting, it's time to give any further instructions that will be needed after the call.
Openings - Verify the information on an existing ticket in ONE question, (like "I see here you have win98, 2 lines, you're calling from CA, and you are using msn explorer").
Questions to Ask - Are you getting an error? What is the error? How long has it been happening? (if it's been less than 24 hours, explain that it would be best to wait 24 hours before thinking there is a problem with there computer).
Closing - Never ask "Is there anything else I can do for you?", better to say "If you have anymore problems use the ticket number and give us a call back". After the customer says "Goodbye" press the mute button, so the customer will think that the call has been terminated.

| HOME | BACK TO TOP | How do I handle a supervisor call?
Try to get as much information as possible. Explain that our supervisors are NOT techs.

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Configuration

What are the incoming / out POP3 servers?
Incoming : pop3.email.msn.com
Outgoing : smtp.email.msn.com
Both options under the servers tab "Log on using Secure Password Authentication" and "My server requires authentication" need to be checked. Under the settings button "Log on using" needs to be hightlighted, and again "Log on using Secure Password Authentication" needs to be checked.

| HOME | BACK TO TOP | What is the web based server?
MSN : http://oe.msn.msnmail.hotmail.com/cgi-bin/hmdata
Hotmail : http://services.msn.com/svcs/hotmail/httpmail.asp

| HOME | BACK TO TOP | What is the news server address?
netnews.msn.com

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Companion

How do use failsafe / CTRL+U a system?
Unplug the system from the wall, wait 10 seconds. Plug the system back in. Hold down CTRL (note : you must do this as it's booting or you'll get a keyboard error), and start pressing U. Fill in user name with webc/ in front of the user name (remember user name is NOT case sensitive). You'll have no mouse so tab to password, and type it in. Make sure the access number listed is valid. Then change the URL remove the s in https:// (if they erased the whole line it's "http://webcdownload.msn.com/clientman/clientman.dll?DownloadImage" (of course without the quotes)

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Support

What do Level 1 tech's support?
Windows : 95, 98, 2000, XP. Setup a DUN connection, explain how to change password, setup OE (outlook, and outlook express) email account.

Last Update : 7:07 PM 10/20/2001

Dial/No Dial - Upgrade to MSN 7
"Inbox not created" - Upgrade to MSN 7
Hotmail Temporarily Unavailable - Upgrade to MSN 7
Unable to log on to Network - Go to SupportServices / Passport / Help & Settings and update all info, including secret question.
Tray Client Issues (aka trayclnt.exe) - Refer to OEM to either have MSN Tray Client disabled through MSCONFIG, or to have mailcom.dll extracted from cab and reinstalled.
Looping Authentication - (NOTE: This is when it dials, goes to auth, then disconnects and redials) Check Network Components (only need client 4 ms net, dialup adapter, tcp/ip - and network card if they have one), check modem configuration, clear dialing credentials (ctrl, shift, f12) and repoptimize. Check system resources.
"Invalid username or password on domain" on MSN 5.4/5.6 - Optimize network and modem configuration, clear cashe and cookies, remove and recreate modem location, reset password (note: I've done this three times after checking EVERYTHING else, each time they logged in... even though they just changed it.), add "@msn.com" to sign in name.
"We were not able to sign you in. There may be problems with our server or with your internet connection. Please try again" - Optimize network and modem configuration, clear dialing credentials and repoptimize. Check system resources.

| HOME | BACK TO TOP | What don't Level 1 tech's support?
Windows : NT, MAC, Handhelds, Chat, Communities.

| HOME | BACK TO TOP | What do Level 1 tech's excalated to Level 2?
Last Update : 7:07 PM 10/20/2001

Dup tile in MSN Explorer 6.0 only - If L2 is unavailable, create a connectoid, upgrade to MSN 7 and explain to them how to remove the tile themselves.
WinXP, unable to connect after standard troubleshooting - Do not escalate just a dun error under any circumstance.
WinXP, can't send/receive email - Verify first that the customer can access POP3 email in OE
WinXP, can't add user tiles in MSN Explorer
Unable to send POP3 email because of Security enhancement - Before excalating remove account in OE, and refered to http://supportservices.msn.com/us/smtptool
L1 AGENTS CANNOT ESCALATE TO TIER 3 PERIOD!
Pri/Secondary web-based users (WUE verified) can't send/receive email
OE / Outlook unable to send / receive - After standard troubleshooting (this includes Sicily login box) issues where standard troubleshooting.

If an L2 agent is tranferred a call that has been misrepresented, the L2 will forward that information to a supervisor to be tracked. All agents sending improper escalations will be subject to counseling up to, and including termination. Outside of the MSN Explorer 6.0 dupe tile removal, registry edits are strictly prohibited at L1 and L2. Calls without tickets and calls without notes will not be accepted.

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