Unified Communications - Report an Issue

Description

Unified Communications provide critical communication services for its users.  These services include VoIP telephone, voice mail, instant messaging, presence information, etc.  Persons using these services see a greater level of integration between the services and the applications utilized to access them.

Standard Activities and Processes

With all Unified Communication services the following basic steps are performed (not necessarily in this order):

  • Determine the scope of the problem
  • Determine any time constraints (is there a specific time that the problem should be solved to prevent problems for the customer)
  • Determine what caused the problem
  • Determine the solution for the problem

SLA:  For non-urgent issues you can expect a reply within 4 business hours. Stop Work/Urgent request you can expect a reply within 15 minutes.  

Constraints

  • Skype for Business and Voice Mail services are for Faculty and Staff only.
  • Any changes requested by student employees will have to be verified with their supervisor prior to any changes being made

Directions

Please use linked knowledgebase articles and documentation to solve any problems and then if you are unable to solve them enter an incident into the system and a technician will assist you.

Maintenance

Every Thursday from 4am-7:30am

Other time when critical

 
Report an Issue

Details

20846
Created
Tue 6/20/17 3:10 PM
Modified
Mon 7/10/17 2:11 PM