Service Desk Knowledgebase: Telephones: Difference between revisions

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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
Telephones should be retrieved once a person leaves the department. This shows up on [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Telephones/VoIPanomalies.aspx] as an anomaly.
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''


* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''".  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''
Collect the telephone and return it to GC13.  The port can be left as it is, clearing that down is part of the retrieval of computer equipment.
 
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by emailing [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] and setting the '''Status''' to '''@3rdparty'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''


== Contacts ==
== Contacts ==

Revision as of 09:58, 8 January 2015


This is the Telephones content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

CL Customer Documentation

Further CL Sys-Admin Documentation

  • ???

Underpinning Services

  • ??? - Any supporting or underpinning services

Customer-base for this Service

  • All current staff of the collegiate University

Costs

  • The CL provides everyone other than visitors with a phone at no cost.

SLA

  • N/A

Service Desk Call Handling Procedure

Telephones should be retrieved once a person leaves the department. This shows up on [1] as an anomaly.

Collect the telephone and return it to GC13. The port can be left as it is, clearing that down is part of the retrieval of computer equipment.

Contacts

Primary

Other

Availability

  • Monday:
  • Tuesday:
  • Wednesday:
  • Thursday:
  • Friday:
  • Saturday: Closed
  • Sunday: Closed

Additional CL Staff Resources

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Telephones Phones Conference International Calls
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