Contacting CT Support with MS Lync Chat room Customer Technology Support Team Last revised 19/07/2013 Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support Techsupport_emea@fedex.com You can reach the support team in EMEA in a few different ways... Via Microsoft Lync – this should always be the first place you go to for support. L3 will always have someone there for you – you will have a room available just for supporting questions from your country. Via email – Techsupport_emea@fedex.com – this is the email address for the support group. There is a 24 hour reply commitment on these emails. Techsupport_emea@fedex.com Write me down! Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support – Lync installation and login Contacting CT Support will be done via a chat room which will be made available to you daily. You will first have to install the MS Lync Group Chat Client. To obtain the group chat client, click here to access all the documentation that will guide you to do this. After Microsoft Lync 2010 Group chat is installed, you will have the following icon displayed on your desktop. Clicking on the icon will bring you to the login screen where you need to enter: Sign-in address: <enter your FedEx mail address> User name: <corp\FedEx ID#> Password: LDAP Password Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support – Lync Group Chat Client Once you are logged into the Group Chat Client, you are taken to the Microsoft Lync 2010 Group Chat dashboard. Location master copy: Last revised: 19/7/2013 - Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support – Join a chat room To join a chat room, simply click on the icon on the left side of the screen under the “My Chat” section that looks like two people with a green “+” on it. A “Join a Chat Room….” message will appear when you hover over it This will bring up the “Join a Chat Room” window. In order to search for a chat room you can do either of the following: Type in the name of the chat room (if you know it) and click the search button: If you do not know the name of your chat room, click on the magnifying glass and this brings up a list of chat rooms available to you. Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support – Start chatting in the room After you join a chat room, you can send messages to the chat room and read messages sent by other people. You can also insert files, web links, links to other chat rooms, and stories, into messages that you send to a chat room. (see slide 7 for more info on the functionalities). 1 In My Chat, click the chat room you want to chat with. Type a message in the Message Entry Area at the bottom of the window, and then click Send. Everyone’s questions and replies are shown here. List of participants from the selected chat room. 2 3 1 4 3 4 2 Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support – More Lync functionalities You can add a High Importance status to messages that you send to a chat room. In this case the message is posted in the chat room and by default, an alert is sent to each member of the chat room. You can insert web links into instant messages that you create. When the message is posted to a chat room, the web link is live in the message so that members of the chat room can click the link to go to the web site. You can attach files to messages that you send to a chat room. When the message is posted in the chat room, the file name appears as a link with a small graphic that indicates the file type and document size. Any member of the chat room can download a file that is attached to a posted message. You can send a story to a chat room: Stories are encapsulated messages that are too long to be posted in a chat room. If you enter more than 500 characters in the Message Entry Area, the message is automatically converted to a story, which you can edit before you send. You can do a Search Chat History: Chat history contains all messages posted to a chat room. It is available for a chat room only if Chat History was enabled by the Chat Room manager. You can search Chat History for a specific chat room, a specific folder, or across all chat rooms that you have joined. Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.

Contacting CT Support – Keep Lync Open! The only other thing left to say is open Lync even when you don’t need it. This will give you the opportunity to: Keep Lync Open! Top Tip! Learn more about customer issues without being involved. Copy and paste solutions to problems for use when you encounter the same issue on a customer call. Be aware that there is a useful Microsoft Lync website full of information such as : documentation, user guides, Training Videos, info on installation and usage of the tool. Have a look at it HERE ! Happy Chatting! Location master copy: http://emea.web.fedex.com/it/support/ct/csportal/CT%20SPOA%20Training%20Resources/Forms/AllItems.aspx?RootFolder=%2Fit%2Fsupport%2Fct%2Fcsportal%2FCT%20SPOA%20Training%20Resources%2FCT%20SPOA%20Level%202%20Supporting%20Training%20Material&FolderCTID=0x0120003D88DE8B505377469D3C98D0BA9317D6&View={4901C367-7B5C-4ECC-B324-5951B4CAB9F7} Controlled Document. Contents subject to change.  Printed and other static representations of this document are classified for reference only.