Spark
Spark is an Open Source, cross-platform IM client optimized for businesses and organizations. It features built-in support for group chat and also offers a great end-user experience with features like in-line spell checking, and group chat rooms.
Spark Login Instructions
Username: firstname_lastname
Passwords were emailed during training
Enter Login Info and click LOGIN
If unable to connect:
Click Advanced on the login screen
Make sure ‘Automatically discover host and port’ is unchecked
Enter the Host and Port number (Host: 208.65.21.82 / Port: 5222)
The only two boxes that need to be checked are:
Accept all certificates (self-signed/expired/not trusted) and
Disable certificate hostname verification (not recommended)
Click Ok when done
Click on CONFERENCES at the bottom
Double click on conference.ccserver.callcenter.local
Double click on Shine Sales Floor and CCProcessing you’re done!
We also have an additional chat room that is optional to join called the Green Room. This room is for “fun” and can be a great way to get to know your co-workers.
EXPECTATIONS:
Always log into Spark at the start of your shift. This includes joining the Shine Sales Floor and CC Processing Chat Rooms. The Green Room is optional.
Message the floor supervisor on duty when you arrive for your shift
Message the floor supervisor on duty prior to logging off for the day.
It is your responsibility to keep up with and check your messages and emails throughout your entire shift.
A maximum 5-minute response time is expected when replying to a private message in Spark from a supervisor or team lead.
Always reply and acknowledge a private message on Spark even if a question is not being asked. This is the only way we know that you have received and understand the message. This includes when being sent to break or lunch, or if asked to go into standby or to log off. A simple “ok” or even just an emoji is often enough.
Remember to practice good chat etiquette in Spark at all times.
CHAT TIPS:
When writing, especially if it’s a conversation where you’re in disagreement, re-read your message before sending. Could it be taken out of context? Would you say that to your grandma? Maybe there’s a better way to say it.
Be respectful. Remember that there is a human on the other side of that Spark window. Some you have never even met before!
Be mindful of spelling, capitalization, and punctuation. You do not have to chat in full sentences or be super proper, but try not to be too wild with your chats. You may be a pro at the acronyms the kids are using these days, but not everyone else is. Also try to avoid typing everything in all caps.
Because tone is so hard to tell sometimes, always assume that it’s positive. If you’re unsure, ask! (If you’re in a group chat, private message the person.)
Avoid sarcasm unless it’s super obvious. Not everyone will “get it,” and it can cause confusion.
Use emojis! Emojis are a great way to express the intent of the message and can even be a standalone reply!
Try not to get distracted with chat. The “Green Room” is there for fun, but your focus should ultimately be on your calls.
OFF LIMITS CHAT:
Off limits topics include religion, politics, sex, drugs, illegal activities and anything you wouldn’t say to the Pope. (Use common sense!)
Harassment or discrimination of any nature will not be tolerated.
Refrain from using “dirty” language.
Failure to adhere to the chat guidelines and expectations will result in disciplinary action ranging from a warning to a temporary chat room ban to termination of employment.
To report inappropriate behavior, message the floor manager immediately. Do not attempt to correct or engage with someone exhibiting inappropriate behavior.
CC PROCESSING ROOM INFO:
The CC Processing Room is to be used when you receive a booking error while processing a reservation. It’s also used for a few other reasons that are mentioned below.
When processing a reservation, you will sometimes receive an error. The error message will show on the right side of your screen in a reddish colored box. Anytime you receive a booking error, you MUST put it in the CC Processing Room.
When putting the information in, you will need to include the resort, the first and last name on the reservation, the total amount, the deposit amount, and what type of error you received. Example: CRR John Smith Total $850.79 – Deposit $ 156.42 – Technical Error
It is extremely important that you ALWAYS put your errors in the chat room to avoid duplicate bookings and/or overcharging the guest. Just because you receive a booking error, doesn’t mean the reservation didn’t come through in our booking system (Iqware). This is what we are checking to see when you put your error in the CC Room. Either a supervisor or someone from our QA Team will respond letting you know they got it and are looking into it. They will check to see if it came through in Iqware and then respond again letting you know the outcome. If it didn’t come through, then they will ask you to reprocess.
Sometimes, you will have to reprocess a few times before the reservation is successful. NEVER hit reprocess unless instructed to do so as this may create a duplicate booking. Unfortunately, there may be times where you are unable to process a reservation on your end, and it will have to be booked manually in Iqware. If this happens, the person assisting you will have you pm (private message) them with the information. You will need to send them all of the booking details so that they can book it for you – Name, address, phone, email, dates, guest count, room type, rate code, add-ons, etc.
If a reservation has to be booked directly in Iqware, you still need to fill out a Res Log. There is a section that asks if it was booked in Iqware. Don’t worry, you will still get credit for these bookings.
OTHER USES FOR CC PROCESSING ROOM:
Special requests - There is a comment section on your booking screen where you can add special requests, however sometimes guests will not ask about a special request until after you’ve already processed the reservation. Unfortunately, you cannot go back and add a request once you process the bookings, so you will have to put the information in cc room and someone will add the request for you in Iqware. This shouldn’t happen too often since most people will ask about special requests prior to you processing the booking.
Guest tried booking online but got an error message – Guests will sometimes call in and say they tried booking online but got an error message and aren’t sure if the reservation went through. Get their information and put it in the CC Room and someone will check for you. If it didn’t come through, then you can go ahead and book them.