ambercare it support guideadmin.ambercare.sks.com/intranet/ambercare-it-support-guide.pdf · credit...
TRANSCRIPT
Rev. 04/28/17
Ambercare IT Support Guide
Table of Contents How to get IT Help ............................................................................................................................ 2
Priority Levels for IT Support ............................................................................................................ 3
IT Support Team Members ............................................................................................................... 4
How to create a shortcut to a program in Windows 7...................................................................... 5
How to create email signature in Outlook 2010/2016....................................................................... 7
How to install a network printer on Windows 7 ............................................................................... 10
How to Print from an IOS Device (iPad/iPhone)…………....................................................................... 14
How to search for documents or programs in Windows 7…………………………………………………………….. 17
How to encrypt an E-mail .................................................................................................................. 18
How to enable the ability to share a picture on the iPhone using Outlook ……………………………………. 19
How to Update your Windows Password and Connect to Outlook on an iPhone and iPad…………….. 21
How to Access Web Mail using Office 365……………………………………………………………………………………… 26
Telephone Reference Guide................................................................................................................ 28
Employee Backdoor Number ............................................................................................................. 33
How to set up your Cisco Unified Personal Communicator ................................................................ 34
How to troubleshoot issues with Desk Phone and Network Connectivity........................................... 36
How to get IT Help If you are having issues or concerns with your desktop computer, laptop, iPad, iPhone, desk phone,
or the network, please follow the steps below:
1. Review this FAQ to see if it can solve your issue.
2. If you cannot find the solution you need in this FAQ, send an email to
[email protected]. If your email is not working, inform your office manager or a co-
worker and ask them to send an email to [email protected] for you.
3. If the issue is urgent, you can follow-up the email with a phone call or in-person visit to the
appropriate member of the IT Support Team (the roster for the IT Support Team is contained later in this document). Sending an email to [email protected] should be done before you call or make an in-person visit. 4. Inform your office manager, supervisor, or co-workers (as appropriate) of your IT issue and
the expected timeframe for resolution.
Priority Levels for IT Support
Response times and examples of different priorities are listed in the table below. This table can help
you understand the expected response time based on the issue. Please understand this is an
expected response time; it does not guarantee that your issue will be solved in the timeframe given.
PRIORITY LEVEL
EXAMPLE OF PROBLEM EXPECTED RESPONSE TIME
1 CRITICAL
Network Down
Phone System down
Internet Down
IMMEDIATE
2 URGENT
PC or Laptop completely down
Password Lock-Out
No Connectivity
1-2 hours
3 Medium
New network account or email
CISCO Communicator issues
Telephone Configuration
Voicemail issue File or Drive Access
Email issue
Printer/Scan/Fax issue
Equipment for new staff
Non-urgent PC or Laptop problems Requests for training/How to/FAQs
3 Working days
IT Support Team Members
Albuquerque
Information Technology Manager: Allan Gomez ([email protected]) Ext. 11901 Information Technology Specialist: Eric Preciado ([email protected]) Ext. 11902 Las Cruces
Network Technology Specialist: Daniel Barragan ([email protected]) Ext. 11903
How to create a shortcut to a program in Windows 7 In this example, we are going to create a shortcut to Microsoft Word and place it on the desktop.
Click start>All Programs
Find the program you want to create a shortcut to.
Right click the program you wish to create a shortcut to > place your mouse pointer over “Send To”> select (left click) desktop (create shortcut). The result is an icon created on the desktop
How to create an email signature in Outlook 2010/2016 In this example, we are going to create an e-mail signature in MS Outlook. Please be sure to follow the signature guidelines listed on our intranet(Employee Portal).
In Outlook 2010, click the “New E-mail” icon in the Home menu.
The new message window pops up, under the “Message” tab, in the “Include” group, click the
“Signature” icon, and then select “Signatures” from the drop down menu.
Click “New”, then Give your signature a name and click “OK”.
From the drop down menu for “New Messages” and “Replies/forwards” click on the name given to
your signature. By performing this step, the signature you are about to create will be applied to new
messages created and all messages you reply to and forward.
Create your signature and click “OK” when completed. The signature will be applied to all new e-mail
messages created in Outlook.
How to install a network printer in Windows 7
From the Start menu, click Devices and Printers.
Click Add a printer.
Click “Add a network, wireless or Bluetooth printer”.
Click “The printer that I want isn’t listed”.
Select the option to Find a printer in the directory, and then click “Next”.
In the Search results window, scroll down till you find the printer you want to add. Select the printer then click “OK”.
After the printer has been installed, you will see the screen below. Click “Next”.
Make the necessary selections on the screen below, then click “Finish”.
Click Finish.
How to Print from an IOS Device
When printing from an IOS device (iPhone/iPad) the device must be connected to the Ambercare
WiFi network.
If the device has not been connected to this WiFi before, you will have to authenticate
(provide your username and password) to that network. It is the same as your
network/domain/email password.
If the initial attempt to connect does not work, you should click on the blue i symbol
(inside a circle) next to the network name(Ambercare) and then click forget network
(this will clear any previous credentials that may be stored from other users) and try
connecting again.
If it still fails, please reach out to IT support for assistance.
When they’ve successfully connected to this WiFi once their device should remember
it in the future.
When needing to print, click the Print function within the application you are using (this will
look different depending on if they are on the internet, in HealthWyse, or in an application
such as Notes).
After clicking the print function you will see a screen that will display printer options. Click
Select Printer and you will see the available printer(s) at your location.
The Air printers are named by location as noted in the example below (this is a screenshot of
the ABQ printers, but the naming sequence is similar for all other locations---the words Air
Printer will be in the title).
How to search for documents or programs in Windows 7
From the start menu select “Search programs and files” field.
Type the name of the document or program that you want to search. In this case we want to search
a document called “Data”
How to encrypt an E-mail
If you are trying to send an e-mail with confidential information (social security number or
credit card numbers) the barracuda e-mail filter will not deliver your e-mail. The solution is to
encrypt your e-mail.
When creating a new e-mail, you must type (Encrypted_AMB) in the subject line in
parenthesis. By doing so, the barracuda content filter will encrypt your e-mail message. See
the example below.
How to enable the ability to share a picture on the iPhone using Outlook By default, the Outlook app is not listed as an option when attempting to share a picture via e-mail.
There is an easy way to configure this.
1. Select “Photos”.
2. Select a picture from the photo gallery you want to share via e-mail using the Outlook app.
3. You can see a blue check on the image you selected to share. Just
below, there is a row that allows you to select the app of your choice to
share the image. Swipe from right to left on the screen over that row.
4. When you swipe, you will see the “More” option. Select the
“More” option.
5. Turn the following apps off: Twitter, Facebook, and Flickr. Turn the “Outlook” app on. “Add
to Notes” and the “Outlook” app should be the only apps showing a green color. Select
“Done” in the upper right corner.
6. The “Outlook” app is now listed as an app to share
pictures. You should not have to change this in the future. Select
“Outlook” to share your picture and draft your e-mail as needed.
How to update your Windows password and connect to Outlook on an
iPhone and iPad
This guide is written for the user that uses an iPhone/iPad that needs to change the password
associated to the company email (prior to the password expiring). Please note, the password to the
company email is the same password used to login to a Windows computer on the company
network.
1. Go to a computer/laptop that is connected to the company network. Nobody should be
logged into the computer when changing your password. Hold “CTRL, ALT, DEL” and enter
your username and password. Your username is the first part of your email address. ie: my
email address is [email protected] my username is: dbarragan
2. After successfully logging into the computer, hold “CTRL, ALT, DEL”. You will see the screen
below.
3. Next you will enter the current password (same password used to login to the computer).
Then you will enter a new password on the last two spaces. Passwords should be a
minimum of 7 characters, and contain a minimum of two of the following: upper case, lower
case, number, and symbol. When comleted, click the arrow.
4. You will see the following screens. When prompted that your password has been changed,
click “OK”. At this point you may log off the computer.
After changing the password it may take a while (15 minutes) for your iPhone/iPad to detect that
your email account password has been changed. Please be patient during this time. When Outlook
(email program on the iPhone/iPad) detects the change, you will see the following prompt. Before
you click Login, follow the next few steps.
5. If Wireless is turned on, you must turn it off before updating your new password in Outlook.
Please see the Wireless symbol in the box.
6. Tap on “Settings”. Usually found after pressing the “Home” button on the iPad.
7. Tap “Wi-Fi”.
8. If the round Wi-Fi button is moved to the right, as shown below, tap the button one time.
9. After tapping it, it will look like the figure below (Wi-Fi turned off).
10. Push the home button on the iPad one time and find the “Outlook” app. When found, tap
on the app to open it and wait for the message below to populate. When it pop-up, tap
“Login”.
11. You will then be prompted to enter your new password. Enter the new password you
created in step 3.
12. After entering your new password, tap “Sign In”.
13. If the new password is entered correctly, your new email will begin to load and you will
have the ability to send email.
14. Push the “Home” button on the device and tap “Settings”.
15. Tap “Wi-Fi”.
16. Tap the round “Wi-Fi” button one time to turn the Wi-Fi on.
17. Now the Wi-Fi should be on as shown below.
18. Tap the “Home” button on the device.
How to access Outlook web mail using Office 365
Open Internet Explorer on a Windows based computer.
On an iPad or iPhone use Safari.
Go to https://outlook.office365.com/
Enter your email address (ie. [email protected])
Click in the Password area. Upon doing so, you will be re-directed to the company webmail as seen
below.
You may get a small pop-up on your screen asking for your username and password. If so, enter
your username without the “@ambercare.com” and the password used to login to the computer.
Next, you will get directed to the company webmail site.
Enter your email address (if not filled in) and password, and click “Sign In”. You may be prompted
to select your time zone. If so, select Mountain Time (near the center under Chihuahua).
Give it a few moments to load your webmail.
Telephone Reference Guide
Placing outbound call Press [New Call] soft key Dial 7 to open an
outside line Dial number you wish to call
Placing inter office call Press [New Call] soft key
Dial the recipients five digit extension you wish to call
Forward calls to voicemail:
Press [CFwdAll] soft key
Press [msgs] soft key or button (depending on phone model)
To Forward calls to a different number: Press [CFwdAll]
soft key
Dial 7 and the number you are forwarding calls to
To turn off Call Forward
Press [CFwdAll] soft key
Transfer a call to another person: Press the Trnsfer
soft key
Enter the extension you are forwarding to
Press the Trnsfer soft key again – or –
when the party answers, announce the call and press Trnsfer
Transfer a call directly to Voicemail:
Press the Trnsfer soft key, press 0, enter the extension, then press Transfer and hang up
Voicemail access from your phone:
Press the [msgs] soft key or the button (depending on phone model) Enter your
password (PIN) 122448 and press #
New messages = 1
Repeat message = 1
Speed message up = 6
Slow message down = 4
Save message = 2
Delete message = 3
Skip message = #
More options and help = 0
Send a message = 2
Setup options = 4
Help = 0 (voice help) Exit = *
Voicemail access from another office phone:
Press the [msgs] soft key or the button (depending on phone model) Press *, enter
your extension and press #
Enter your password 122448 and press # Follow the
instructions shown above
Voicemail access remotely:
If outside of any Ambercare office (during office hours) Dial the main
number
Ask to be transferred to your voicemail
Wait until your outgoing greeting starts playing
Press *, and enter your phone extension and press # Enter your
password (PIN), 122448 and press # Follow the instructions shown
above
Conference Call [Outbound] Press [New Call] soft key Dial 7 to open an
outside line Dial number you wish to call Press
[More] soft key
Select [Confrn]
Dial 7 to open an outside line
Dial number you wish to join conference call
Select [Confrn]
Conference Call [Inter Office] Press [New Call] soft key
Dial the recipients five digit extension
Press [More] soft key
Select [Confrn]
Dial number you wish to join conference call
Select [Confrn]
Unified Personal Communicator: Enter [Username] same as PC login
Enter [Password] same as PC login
Check the [Remember my password] box
Check the box that states [Login Automatically] Enter Server
login [10.10.3.13]
{You have successfully completed your communicator login}
How to personalize your communicator: Click [File] select Preference, select Instant Messaging, select
Font [Your Preference] Size 14, select Bold, select Color [Your Preference] once the above steps have
been completed Click [Ok]
How to customize your directory: Click [Contact] select Add New Group Name the group of your choice
select [Save] highlight the employee that you wish to add to your directoryleft click and drag then drop
employee into preferred category.
How to search for an employee’s extension: Click on the [Search] box, type the respective employee’s name
and choose whom you would like to reach.
*How to send an IM: Double-click on the respective employees name located in your personal directory IM
box will open; begin typing your message in the lower box.
How to make a call from your communicator: Click on the [Search] box, type the respective employee’s name
whom you would like to reach then click the [Phone] icon located at the top left hand corner of communicator.
How to send an email from your communicator: Click on the [Search] box or your directory where you have the
employee listed, then click on the [Envelope], located at the top center of communicator.
Employee Backdoor Number
Ambercare has two backdoor numbers that allow employees to reach other employees. It is important that
Ambercare employees use these numbers to lessen the load on the call center and free up call center resources
to respond to customer calls.
If you encounter an emergency while working, please do not hesitate to use your designated office main number.
Employee Backdoor number
Albuquerque & Belen 505-217-666
Santa Fe, Espanola, Las Vegas, T or C, Socorro, Deming, & Las Cruces
1-877-752-888
How to set up your Cisco Unified Personal Communicator
Double click the Cisco unified personal communicator in your desktop and a window like this will
pops up
Type the username that was assigned to you from your network administrator. Type the password
that you create for your account. Check the box “remember my password” and also check the box
“Log in automatically”. In the login server field type the ip address “10.10.3.13”. Click “Log in”
button.
Congratulations you have set up your cisco unified personal communicator
How to troubleshoot issues with desk phone and network connectivity