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FIRST STEP:

Information Gathering

  1. Name of customer. 
  2. Type of Customer. (Staff/Student/Faculty)
  3. Room and building.
  4. Is the customer in the room?
  5. Has meeting/class/other event in session?
  6. Ask the person to describe the issue in detail.
  7. Who supports classroom?
    1. IMS - Try to resolve the over the phone.
    2. Other - Refer customer to appropriate Support Tech.


SECOND STEP:

Phone Resolution 

  1. Service Desk Student Assistant - Transfer Call
    1. (408) 924-2867 (42867) How to forward calls...
  2. IMS Support - Troubleshoot 

    1. Mobile TP Unit

    2. Next Gen Classroom

    3. Smart & Enhanced Classroom


Room Validation


Resources


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This is for Academic Technology doing telephone support for classroom support.

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