| Support Category: VILT | Issue |
| Specialist Notes: |
Unfortunately, we do not have access to Microsoft Teams links, as these are sent out via email to those assigned. An event's link to join Microsoft Teams calls is activated 60 minutes before the session starts, users will not be able to access the course sooner.
If it's less than 60 minutes before the event starts or it has already started, and the user is unable to join kindly ask the user for a description of what he/she is experiencing and use the following for your next steps:
| If the user is prompted to enter a password or passcode. | Please create a ticket and report this to the Team Lead. Virtual events should not require a passcode or password and will need to be reported to the administrators immediately! |
If the user did not receive the link for the session. | Please see Microsoft Teams Link Not Provided |
| If the user is experiencing a loading problem. | Troubleshoot by clearing cache, ask the user to exit and relaunch the session. Should troubleshooting fails, then provide this standard response. |
Additionally, if users need assistance with locating the email address for the session's instructor - see How to Locate a Session's Instructor?
USER DOES NOT RECEIVE A RESPONSE
If a user reports that they have not received a response from the session's instructor and/or train@omnicell.com, the user may send a reminder and copy Geoffrey Burch at geoffb@omnicell.com.
This has not happened and providing Geoffrey Burch's email is to be used as a last resort. Geoffrey Burch should only be copied, if no response is received from the session's instructor and/or train@omnicell.com.
| Standard Response: |
We apologize for the difficulty you're having while trying to join your training. Since this is an urgent matter where your training is about to start or has already started, kindly send an email to the session's instructor and train@omnicell.com.
Should you need additional assistance with locating the session's instructor, please let us know.
