Fenero requires all contact center agents to log into a campaign in order to handle any sort of customer interaction.
The following items will prevent the agents from having a selectable campaign to log into:
- The agent credentials are incorrect - Please confirm the agent is using the correct username and password combination. The administrator has the ability to change the user password in the users' profile within the Users application.
- The agent is not assigned to a campaign - Make sure the agents are assigned to a campaign. You can confirm this in the Users tab of the campaign settings as well as within the agents' user profile in the Users application.
- The campaign is not Active - Agents are not able to log into inactive campaigns. Please navigate to the Campaign application and make sure the Active option on the General tab is set to YES.
In addition to the three items listed above, due to a recent Google Chrome update, agents with their password saved in the browser may have trouble selecting a campaign to log into Fenero agent. If agents are having this issue with Google Chrome version 62.0.3201.94 please have the agents follow the steps outlined below to remove the saved password, or have the agents use Firefox.
When the agent logs in Google chrome and allows this feature it automatically stores the agents’ password.
To prevent this from occurring simply navigate to the top right corner of the google chrome browser where the 3 dots are located, this icon allows you to customize and control google chrome settings.
Once selected navigate to and select 'Settings'.
Once you've selected 'settings' this will open a new window scroll down and select 'Advance'.
Once selected scroll down to the 'Password and Form' section select 'Manage password'
type 'Fenero' in the search tab ( this will automatically pull up any saved passwords) Select the 3 dot icon
Select the 'Remove' option.
Close both the setting window and the sign-out and close the cloud.fenero.com window and open a new cloud.fenero.com window and this will allow you to select the campaign and sign. ( take note: always remember to select 'Never' when the option to save the password.