FaceTime Tutorial

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Check Device Pre-requisites

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

To use FaceTime, you need one of the following Apple products:

iPhone 4 or later
iPad 2 or later
iPad mini
iPod touch (4th generation) or later
FaceTime audio calling isn't available with iPod touch (4th generation).

*FaceTime over cellular data isn't available with iPhone 4 or iPad 2.

Don't forget to mark steps complete as you go through GPs.

3. Turn on FaceTime

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

You can enable FaceTime in multiple ways, depending on your device:

For iPhone - Turn FaceTime on in Settings > FaceTime. FaceTime will begin registration with your carrier-assigned cellular phone number. Sign in with your Apple ID to also use your e-mail with FaceTime.
From the Home screen, open the FaceTime app. Sign in with your Apple ID.

For  iPad and iPod touch - Navigate to Settings > FaceTime. Turn FaceTime on if needed. Sign in with your Apple ID.
From the Home screen, open the FaceTime app. Sign in with your Apple ID.

Here is an article that explains with pictures.

Don't forget to mark steps complete as you go through GPs.

4. Calling Someone using FaceTime

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

To call someone using FaceTime, you need their phone number or email address. Which one you use is determined by the device you are calling:

• When calling someone using an iPhone: Try the phone number of the person you are calling first. If the person has registered an email with FaceTime, you can use that as well.
• When calling someone using an iPad, iPod touch: Use the email address designated for FaceTime of the person you are calling.

On iPad and iPod touch, you need to add a person as a contact using the FaceTime or Contacts app before you can call them.

Here is an article with further instructions.

Don't forget to mark steps complete as you go through GPs.

5. Making a Video Call using FaceTime

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

You can make a FaceTime video call in multiple ways from your iOS device.

• Phone: While on a phone call, you can tap the FaceTime icon to invite the other party to a FaceTime video call.
• FaceTime: Place a FaceTime video call using your contacts list by tapping the video icon.
• Contacts: Tap the FaceTime video icon to place a FaceTime video call to the contact you are viewing.

Don't forget to mark steps complete as you go through GPs.

6. Making a FaceTime Audio Call

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

You can make a FaceTime audio call in multiple ways from your iOS device.
* FaceTime: Place a FaceTime audio ca+D17ll using your contacts list by tapping the phone icon.
* Contacts: Tap the FaceTime phone icon to place a FaceTime audio call to the contact you are viewing.

More Troubleshooting:

* Troubleshooting FaceTime with iOS devices - More
* Troubleshooting FaceTime activation with iOS devices - More

Don't forget to mark steps complete as you go through GPs.

7. Screen Protector

There aren't too many things more frustrating than damaging the screen on your nice new phone or tablet. Remind the guest it is always a good idea to get a screen protector sooner rather than later and offer to assist them with finding one at their local Target using this page Target Screen Protectors.

Don't forget to mark steps complete as you go through GPs.

8. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back