Communicating With Support Staff INSTANT MESSAGING Communicating With .

Communicating with Support Staff INSTANT MESSAGING Communicating with Support Staff In order to quickly communicate with Team Leaders and Mentors during trainings and while working, we use instant messaging software. The software we use for instant messaging is called SPARK. You are required to log in to SPARK during every shift. SPARK can only be accessed from the Citrix TRC Desktop or Citrix App (for Blaise users). INSTANT MESSAGING Table of Contents LAUNCHING SPARK VIA TRC DESKTOP . 2 LAUNCHING SPARK VIA CITRIX APP (Blaise Users). 2 LOGGING IN . 3 AT THE START OF YOUR SHIFT . 4 SENDING AN IM . 5 NOTIFICATIONS . 5 IM CONTACTS . 6 LOGGING OUT. 6

LAUNCHING SPARK VIA TRC DESKTOP After logging in to the Citrix TRC Desktop, double click on the SPARK shortcut on the desktop. SPARK LAUNCHING SPARK VIA CITRIX APP (Blaise Users) After logging in to Citrix, click on Apps on the bottom of the page. If the Spark icon is already on the Apps page, skip to step 3 below. If not, click on the plus sign on the left side of the screen. 1. Click on All Apps 1 2 3 2. Click on Spark from the list to add the Spark App to your list of Apps on the Apps page. 3. Click on Spark icon on the Apps Page to Launch Spark **Note*** If you log in to the Spark App before you log in to the DC Site App, you will need to click OK to the Warning Message before Spark will launch. 2 Page

LOGGING IN 1. Enter your username. Your username is your 7-digit WINS. 2. Enter your password. This is the same password you used to log in to the Citrix TRC Desktop. 1 2 3. Click Login. 3 3 Page

AT THE START OF YOUR SHIFT Immediately change your status to include the name of the project you are working. Do this EVERY TIME you log in. If you do not update your status, the Team Leader staff may not be able to see you and may assume you have not logged in to Spark during your shift. 1 1. Click on the arrow next to your current status. 2. Select Set status message. 2 3. Once the Set Status Message form opens, enter the project’s name in the Message field. 4. Click Ok 3 4 4 Page

SENDING AN IM 1. To send a message, double click on the contact’s name from the list of available contacts. 1 2. Start typing your message and press Enter to send. 3. Your messages as well as the responses will appear in the conversation window. 3 2 NOTIFICATIONS If you are working in another system and an IM message is sent to you, the IM window will pop up on the screen. You will see a message notification and hear a chime notifying you of the incoming message. 5 Page

IM CONTACTS INFO TL Under the Team Leaders group, you should look at the status message next to each Team Leader name. The status will assist you in finding the correct contact. You should look for a Team Leader with a status of Info TL. In addition, you will see a range of letters at the beginning of the Info TL status. If your last name falls between the letter range, that is the TL you should contact. TRC Help You may also message the contact assigned to TRC Help if you are experiencing a technical issue. Mentors You will also see a contact group called Mentors. You may contact your assigned mentor or contact the mentor with the status Mentor Assistance if your assigned mentor is not available. LOGGING OUT After your shift, make sure you log out of Spark by selecting File and then Log out. Closing the Spark window by clicking on the X will not log you out of the application. The program will still run in the background until you select Log out from the File menu. 6 Page

If the Spark icon is already on the Apps page, skip to step 3 below. If not, click on the plus sign on the left side of the screen. 1 2 1. Click on All Apps 2. Click on Spark from the list to add the Spark App to your list of Apps on the Apps page. 3. Click on Spark icon on the Apps Page to Launch Spark 3