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Authored by: Support.com Tech Pro Team
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.
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.
Is this an initial setup or helping the guest with a setup that they already started?
Does the guest know their Wireless Network name (SSID) and Key?
Is the phone or tablet the guest is using currently connected to their home wireless network?
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.
Have the guest plug in the AC power adapter to power on the device. In about 5 seconds the LED on the front should turn red indicating that it is ready for setup.
Note: The power delivery system is similar to most popular Android based devices in that it is a micro-USB cable that connects to AC using a USB adapter that goes into a wall outlet.
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.
Have the guest install the respective Momentum App. In the Apple App Store it is named "Momentum Camera" and in the Google Play Store it is named "Momentum Camera v2".
Don't forget to mark steps complete as you go through GPs.
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.
If the guest already has a Momentum account have them sign in. If they do not have an Momentum account have them regester and sign in.
Important Note: The registration will require either an email or a phone number that can receive text messages. The email or number that is registered will be sent a verification code and that code is needed to continue the setup. The subjext line of the email should be "Momentum verification | Sign Up".
Don't forget to mark steps complete as you go through GPs.
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.
Have the guest enter the confirmation code and tap next.
Don't forget to mark steps complete as you go through GPs.
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.
Next the app will ask the guest to create a password for their camera. Have them create a password and tap Next.
Don't forget to mark steps complete as you go through GPs.
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.
Have the guest tap Add Device on the home screen of the app and then Ok on the next screen since we already know that the camera's LED is red.
Don't forget to mark steps complete as you go through GPs.
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.
Have the guest tap AIRLINK on the next screen. Then it will search and after a few seconds you should hear the camera beep and the indicator light will flash blue. This means it is connecting. Then once the light goes solid blue it means it is connected.
Don't forget to mark steps complete as you go through GPs.
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.
Now the app will verify their primary SSID and ask for their wireless password.
The SSID should be pre-populated, then the guest will just need to enter their wireless key and tap Next Step.
Don't forget to mark steps complete as you go through GPs.
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.
Now the camera should show in the list of available devices and the Guest will need to tap "Add".
The guest can setup a nickname for the camera or they can just use the default and tap confirm.
If this was camera 1 of 2: We just need to repeat the last few steps to add the other camera (Use the decision point).
Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!
Don't forget to mark steps complete as you go through GPs.
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
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.
Please refer the guest to Momentum for further support. They do not have a publically available support phone number, so they will need to go to support.momentum.com and then click "Submit a Ticket" at the top of the page.
Don't forget to mark steps complete as you go through GPs.
If multiple devices are unable to connect to the wireless network, there is a network issue.
Please refer the guest to their ISP or Router OEM for network assistance.
Don't forget to mark steps complete as you go through GPs.
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.
Have the guest insert a pin into the reset pinhole on the back of the camera just next to the power cable for 5 seconds and then wait 30 seconds for the device to finish resetting.
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.
Walk the guest through the following steps:
Drop Down Menu
1. Have the guest swipe down if it's a phone and up if it's a tablet (near the time, to access the menu).
2. Locate the Wi-Fi Icon.
3. Press and hold the Wi-Fi icon until the network list is displayed.
4. Within that menu you will see the available networks.
5. Tap on the network you wish to join, enter the network password and tap Connect.
Android Settings Menu
1. Locate the Apps Menu.
2. Tap on the Settings cog wheel.
3. Tap Wi-Fi from the settings menu.
4. Within that menu you will see the available networks.
5. Tap on the network you wish to join, enter the network password and tap Connect.
Don't forget to mark steps complete as you go through GPs.
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.
1. Open Settings
2. Open Wifi
3. Locate and tap the guest's SSID
4. Enter WEP/WPA/WPA2 Password
5. Tap Join
6. Wait for connection (indicated by check mark)
Don't forget to mark steps complete as you go through GPs.
If the guest does not know their SSID and Key we will need to refer them to either their ISP, Router OEM or 3rd party Network support to obtain the information before we can proceed.
Please kindly inform the guest that we are here to help but without the required information we cannot proceed with the connection. Kindly refer them appropriately to obtain their network credentials and ask them to call us back once they have the information in hand.
Don't forget to mark steps complete as you go through GPs.
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.
In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.
Don't forget to mark steps complete as you go through GPs.
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