October 2020

Quick Guide for Successful Login Azure VPN Work at Home Agents

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Contents

Login Credential Formats ............................................................................................................................................. 3 Your Connectivity, MFA and Login Tips ..................................................................................................................... 3 Common Troubleshooting Steps................................................................................................................................. 3

VPN / Alorica Network Connectivity Issues .................................................................................................... 3 Remote Desktop (RDP) Issues ........................................................................................................................ 3 Poor Audio Issues ........................................................................................................................................... 3 Self Service Password Reset ........................................................................................................................... 4 When NOT to contact Service Desk ................................................................................................................ 4 Contacting Service Desk through ServiceNow WAH Chat ............................................................................... 4

Microsoft MFA Enrollment Guide ................................................................................................................................ 5 Azure VPN Users: Enrolling in the Microsoft MFA .......................................................................................... 5 How to Change Microsoft Authentication Setup or MFA Option.................................................................... 8

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Login Credential Formats You may encounter different username formats when logging onto an Alorica device and network. Below are examples of how to enter your username using our sample agent name, Alex Upton:

• Firstname.Lastname@alorica.com – Alex.Upton@alorica.com • Your initials + 00 + EIS #@alorica.com – AU001234567@alorica.com • Domain + \ + Your initials + 00 + EIS # - USER\AU001234567

Your Connectivity, MFA and Login Tips

VPN Type

Multi-factor Authentication (MFA)

Login Tips (shown using the Alex Upton test agent’s name)

Full Guides

Azure Microsoft MFA using text messaging or the Authenticator app

VPN username format:

Alex.Upton@alorica.com or AU001234567@alorica.com

Remote Desktop username format:

Domain + \ + Your initials + 00 + EIS # - USER\AU001234567

Click here to go to https://bit.ly/Alorica-WAH-Resources

Common Troubleshooting Steps VPN / Alorica Network Connectivity Issues Always perform these steps first:

1. Reboot your PC. 2. Reboot modem / router. 3. Check to make sure you have an Internet connection. Open Internet Explorer, type in https://speedtest.net and

click the Go button. Note the Internet speeds you are running to your supervisor. 4. Turn OFF any personal digital assistants in your home, including Amazon Alexa, Google Home, Apple Homepod,

and Siri or Goggle Assistant on your mobile phone.

Contact your supervisor if you continue to have connectivity issues. If after your supervisor is unable to assist after 10 minutes of troubleshooting, contact ServiceNow WAH Chat.

Remote Desktop (RDP) Issues 1. Ensure your username is in the correct login format.

Domain\UserID (ex. NCOGROUP\AU001234567) Enter your Domain password

2. Make sure you have the correct PC name from your supervisor / trainer. 3. Make sure the on-site PC is turned on and is connected to the network. If it’s on and connected to the network,

ask for the PC to be reset / rebooted. 4. If you have verified that the PC name is correct, the PC is turned on and on the network but you still cannot

connect, please contact ServiceNow WAH Chat.

Poor Audio Issues 1. Unplug and re-plug in the USB headset. Ensure the PC can recognize the headset. 2. Ensure that the computer volume and audio is set play to and receive from the headset. 3. Test the headset with another application (like Microsoft Teams). 4. Reboot your PC and/or modem/router.

mailto:AU001234567@alorica.comhttps://bit.ly/Alorica-WAH-Resourceshttps://speedtest.net/

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Self Service Password Reset You can reset your password using SSPR.

1. Open Internet Explorer and type in https://alorica.service-now.com. 2. Click on “Forgot/Reset Password? Click here to Reset password.” at the bottom of the login screen.

When NOT to contact Service Desk 1. Brief moments of VPN disconnection due to home Internet issues (up to 5 minutes). 2. Confirmed ISP issues (after validating internet quality via speedtest.net). 3. Client application issues – apps inside the client owned Citrix environment (report this to your supervisor). 4. Any issue that’s already been resolved by basic troubleshooting (PC and modem reboot).

Contacting Service Desk through ServiceNow WAH Chat 1. Open Internet Explorer and type in https://alorica.service-now.com. 2. Log in with your domain username (example: AU001234567) and password. 3. Click on “Live Chat” on the top orange menu bar. 4. Select your region’s WAH chat queue.

https://alorica.service-now.com/https://alorica.service-now.com/sp?id=kb_article_view&sysparm_article=KB0012211https://alorica.service-now.com/

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Microsoft MFA Enrollment Guide In order to ensure we appropriately authenticate our end-users, Alorica leverages Microsoft Multi-factor Authentication (MFA) which introduces an additional security level into the regular username and password authentication process. While not every user was required to MFA register in this process, we are now required to register with Microsoft MFA when using the Azure and Cisco VPNs, and in some cases, Fortinet VPN.

This user guide will only be for those who have not registered for Microsoft MFA in the past.

Azure VPN Users: Enrolling in the Microsoft MFA

1. Open your Internet Explorer web browser and go to http://aka.ms/mfasetup. Note: click here if you need to enroll in MFA using the Microsoft Authenticator app.

2. You will see a Sign in prompt. Enter your Alorica username in the following formats: a. If you have Alorica email: firstname.lastname@alorica.com b. If you do NOT have Alorica email: your username@alorica.com (example: AU001234567@alorica.com).

Users on the MERCURY, EGS/NCO and CF/APAC domains would still use your USER domain ID, the same one you use to log in to the Alorica Engage Intranet site.

Click Next.

3. When prompted, enter your Alorica password and click Sign in. This is the same password you would use to access the Alorica Engage Intranet site.

OR

http://aka.ms/mfasetupmailto:firstname.lastname@alorica.commailto:AU001234567@alorica.com

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4. You will see a prompt indicating “More information required”. This is the setup of the MFA enrollment. Select Next.

5. Under “Step 1: How should we contact you?”, select Authentication phone. Select the appropriate county/region, then provide a mobile phone number which you can receive a text message to. Under “Method”, select Send me a code by text message. Select Next.

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6. Check your mobile phone for the text message with the Microsoft verification code (the Android version is on the left, iOS on the right). Enter the code from your phone into the text box on your computer. Click Verify.

7. If you receive the following screen: “Step 3: Keep using your existing applications”, click Done.

8. You’ve completed enrollment for Microsoft MFA.

OR

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How to Change Microsoft Authentication Setup or MFA Option

1. Sign into https://aka.ms/mysecurityinfo. Click Continue if you see this page.

2. Click “Additional security verification”.

3. Change your preferred method of authentication.

https://aka.ms/mysecurityinfo

Login Credential Formats 3Your Connectivity, MFA and Login Tips 3Common Troubleshooting Steps 3VPN / Alorica Network Connectivity Issues 3Remote Desktop (RDP) Issues 3Poor Audio Issues 3Self Service Password Reset 4When NOT to contact Service Desk 4Contacting Service Desk through ServiceNow WAH Chat 4

Microsoft MFA Enrollment Guide 5Azure VPN Users: Enrolling in the Microsoft MFA 5How to Change Microsoft Authentication Setup or MFA Option 8

Login Credential FormatsYour Connectivity, MFA and Login TipsCommon Troubleshooting StepsVPN / Alorica Network Connectivity IssuesRemote Desktop (RDP) IssuesPoor Audio IssuesSelf Service Password ResetWhen NOT to contact Service DeskContacting Service Desk through ServiceNow WAH Chat

Microsoft MFA Enrollment GuideAzure VPN Users: Enrolling in the Microsoft MFAHow to Change Microsoft Authentication Setup or MFA Option