• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
The Legacy version of the handbook (last printable .doc ...

The Legacy version of the handbook (last printable .doc ...






Total Views
Views on SlideShare
Embed Views



0 Embeds 0

No embeds



Upload Details

Uploaded via as Microsoft Word

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
Post Comment
Edit your comment

    The Legacy version of the handbook (last printable .doc ... The Legacy version of the handbook (last printable .doc ... Document Transcript

    • NEW HIRE CHECKLIST New staff member __________________________________ Start Date __________________ Policies/procedures/administrative (Debbie)  Inform about orientation date & location  Issue IAK CD  Explain what we support  Cell phone ________________________  Add to RTFM  Add to referral groups ___________________________________________________  Uniqname  Terminal Server Account  UNIX account, ITD-Staff  Add to coun:rtfm pts group  Check on imapstatus privileges  Add to OLC, if appropriate  Ask what technical training needed _________________________________________  Headset  Schedule  Assign trainers  Sick time  Vacations (calendar, subbing, etc.)  Keys  Desk (permanent/shared station; full/part time) 4-HELP training  Phone -How to answer -How to attach headset -Make busy/not ready -Forwarding calls -Recording on IDL  Cell phone list  Phones macro  Imapstatus  UMCE (checking user’s account via umcestatus)  Footprints -Features/navigating/tracking calls -Creating a referral -Taking a referral -Modifying a referral 1
    • Welcome to 4-HELP, the computing assistance group within Information Technology Central Services at the University of Michigan. You are joining a team of hard-working and dedicated individuals, each with his or her own set of specialties, in an effort to both assist and educate a userbase of over two-hundred thousand faculty, staff, students, and alumni. This handbook has been developed with the goal of making the transition to consultant as painless (and seamless) as possible. Within the pages of this guide will be instructions on using the equipment and tools at your phones station as well as the guidelines of what, why, and how we support the services and products available to the userbase. While there will be technical information inside, an effort has been made to also give an informal perspective into becoming a valued member of the 4-HELP team. Again, welcome to the 4-HELP family. Should there be any information that this handbook does not cover, please feel free to ask any of your fellow consultants -- we will be more than happy to assist you. 2
    • Day One Welcome to 4-HELP! By this time, you should have completed your Staff Orientation, at which you learned about the University environment as well as signed up for benefits, insurance, etc. One important thing that you should have completed there was to have been given a uniqname and Kerberos password. Your uniqname is the unique identifier for you at the University of Michigan. The uniqname is the same as a login name, user name, or account name would be on other networks or systems. Your uniqname can be three to eight characters long and must contain only lower-case letters; no symbols or numbers are allowed. Your Kerberos password will be the password associated with your uniqname and will be the password that allows you to log into many of the ITCS services – such as checking email or modifying the Online Directory. The Kerberos password must be at least six characters in length and may contain numbers, symbols, or letters of either upper or lower case – you are encouraged to use a mix of each type. “Kerberos” refers to the authentication software used by ITCS as well as the three-headed dog which guards the gates to Hades in Greek mythology. This combination of the uniqname and Kerberos password will be the keys to accessing most of the electronic services of the University as well as many of the tools we use in consulting. If you have not gotten these, please let Debbie know so arrangements can be made to set them up for you. Along with the uniqname and password, your ITCS account will be set up which will grant you access to email, server space, and other electronic subscriptions/permissions. This will be done behind-the-scenes for you automatically by the ITCS Accounts Office. You will learn much more about the accounts and the Accounts Office later during your training. With these basics taken care of, we can move on to the most important aspect of working in 4- HELP: the products and services that we support. 3
    • Supported Applications and Resources Since the focus of 4-HELP is to provide assistance to University affiliates, the choice as to which products and services that are to be supported is very important – not only to the quality of service that we provide, but also to the well-being of our consultants. If the spectrum of supported products and applications was too narrow, the user base would be upset at a perceived “lack of assistance” with 4-HELP, and our monthly/yearly call totals would drop below acceptable levels. However, if this support spectrum was defined broadly, it would require training and resources that just are not available – and while the increased call volume may be desirable, the effect mentally and emotionally on our consultants from this increase would be detrimental over the long run. The main focus of our support revolves around the UM Internet Access Kit (IAK). The kit is a collection of supported internet applications as well as antivirus protection software. The IAK is produced in CD form for both the Macintosh and Windows platforms and is updated yearly (and occasionally more often than that.) Documentation or shortcuts to online resources are also installed. The IAK contains an IMAP email client (Mulberry), SSH/SFTP software, and an antivirus package. The CD also has an Extras folder with installers for helpful but unsupported applications such as Adobe Acrobat Reader and RealPlayer. For a complete rundown of the IAK components or more detailed information on how the kit is created/produced, please look at the Internet Access Kit web page at http://www.itd.umich.edu/bluedisc/. Beyond the software that the IAK provides, 4-HELP assists with access to the resources that these applications connect to, such as (but not limited to) accessing one’s ITCS email account, web browsing, online registration, and access to personal server space or university resources. 4- HELP consultants should also be able to identify when a question or problem should be handled by another branch of ITCS or department of the University and route calls accordingly. Occasionally calls will fall into a grey area as to if it is supported or who is responsible for supporting some applications or services; in this case asking other consultants or Debbie is a good idea. As always, use your best judgment. A full listing of supported programs and resources is available at the back of this handbook. 4
    • Tools of the Trade Upon joining the 4-HELP team, you’ll be assigned a few pieces of essential equipment: Keys / Keycard – The Arbor Lakes complex in which the 4-HELP office is located requires the use of a keycard to enter the building. You’ll also be issued a regular key for the doors into the actual 4-HELP office space. Cell Phone / Pager – Each expert-level consultant is assigned a Motorola cellular phone which uses the Nextel services. Along with normal phone usage, the phone is enabled with two-way direct communication and alphanumeric paging. These will be important for you to communicate or to be contacted when not on a phones shift – your cell phone number will be posted (with the rest of the 4-HELP cell numbers) in the main office. Your phone package will come with a complete instructional booklet to allow you to take advantage of the various features. Phones Headset – This headphones unit is equipped with an adjustable microphone and plugs into the phoneset at any station, allowing for hands-free consulting. These headsets are extremely expensive, so take great care with these. Instructions on connecting and using the headset are presented further into this handbook. Desk – New full-time members of the 4-HELP team will be assigned their own desk with chair, phone, and three workstations (Windows, Mac, and the Terminal Server). This will be your permanent workstation, meaning you will be the only person working in this area. Feel free to arrange it in whatever manner you’d like. If you are part-time or have a dual appointment with another group, you’ll have your choice of three different shared stations to work at for your phone shifts, and be given a smaller amount of space to store your equipment. 5
    • Account and Network Tools As consultants, we have a wide variety of accounting and networking tools at our disposal to help check and diagnose problems. Upon joining the 4-HELP team we need to make sure that you have been permitted to all of the resources available to us. What follows is a listing of the main services and what they entail: Basic Computing Package – The Basic Computing Package (BCP) provides a set of computing services to students, faculty and staff. The BCP includes an ITCS email account, IFS server space, access to the ITCS Login Service (unix services designed for “general computing”), printing in the Campus Computing Sites and more. As a staff member at 4-HELP the BCP should be set up for you automatically; if not, see Debbie to have this taken care of. You can gain more detailed information at http://www.itd.umich.edu/your-account/bcp.intro.html. 4-HELP Terminal Server – The 4-HELP Terminal Server is the home of most of our consulting tools; most important is the Footprints application with which we compile and track our call tickets. It is accessed through a Eon workstation on each desk. The Terminal Server environment is identical to the Windows 2000 operating system and can run many of the same applications that the PC machines at each station can. ITCS Staff Services – Upon being hired by ITCS, you should automatically be set up with access to an ITCS Meeting Maker account as well as access to ITCS Staff servers (to obtain software or for storage). This process takes some time to complete; we can have it expedited upon request. Coun:rtfm – This is a permissions group that will allow you to access our consulting tools on the ITCS Login Service, such as imapstatus (which can check on a user’s email account status) and umcestatus (which checks on the status of their IFS space as well as other resources) Online Directory Admin – The Online Campus Directory (http://directory.umich.edu) contains entries for all faculty, staff, students and alumni (that are part of the UMOL program); however, due to privacy concerns, selected information or even entire entries can be blocked from the normal view. As a consultant, you will need to be added to the Admin group allowing you to see the entirety of a caller’s entry. Online Consulting (Footprints) access – If Debbie has assigned you to answer Online Consulting (OLC) questions, you will need to be permitted to the Footprints queue, which is accessed through the web address http://request.umich.edu/olc . “Online Consulting” simply refers to questions to 4-HELP via email as opposed to phones. The questions we answer in the OLC are subject to the same levels of support that we use for phones. Footprints / Referral Groups – The software package that we use to track our support calls. Footprints compiles all of our call tickets into a central database, allowing consultants to bring up call histories for users as well as give statistical information about 4-HELP’s call volume and 6
    • performance. Footprints is also responsible for assigning referrals (which are calls that go beyond our first level of support) to the appropriate expert-level groups. More detailed information on Footprints will follow later in this handbook. Imapstatus – This is a command that you can run on the ITCS Login Service that will give you the status of a umich email account. The command is run by typing imapstatus uniqname, where uniqname is the uniqname for the account in question. The command will tell you if there is a valid account for that user, and if so how much of the mailbox space is being used. Running imapstatus without a uniqname specified will show your mailbox info. Running imapstatus –d will show the folder information – names of folders and the sizes of each. Umcestatus – Another command run on the ITCS Login Service that, in addition to some basic quota information provided by imapstatus, will give much information about the user’s IFS space as well. The command is run by typing umcestatus uniqname, where uniqname is the uniqname for the account in question. Here is a sample of what the command will show: centipede% umcestatus dwinn Performing Online Directory lookup... Performing uniqname database lookup... Daniel Winningham, Alumni Uniqname: dwinn, UID: 16020, Admin: ccs UMID: 57346268 UMOD E-Mail Forwarding Addresses: 1- dwinn@mail.umich.edu IFS Home Directory (created Oct 6 1995): afs32.ifs.umich.edu [/vicepa] quota: 1048576 K, used: 17216 K Partition /vicepa is 0.39 full /afs/umich.edu/user/d/w/dwinn... available dwinn:*:16020:10:Dan Winningham,Arbor Lakes Bldg 3 Suite 1130,615-6310,975- 1413:/afs/umich.edu/user/d/w/dwinn:/bin/csh UMCE/BCP Service Status:IMAP Email.. Could not interpret imapstatus output (contact Adam): ITD Login... dwinn is in itd.login:subscribers pts group Statistics.. dwinn is in itd.stat:subscribers pts group SWDist...... dwinn is in university:members pts group Active Directory (AD) information: Active Directory user 'dwinn' looks GOOD. AD user 'dwinn' has NOT been moved to an AD Central Accounts OU. OU=People,OU=UMICH To find additional information: finger bigbro@bigbro.ifs.umich.edu for IFS outage updates finger nefu@nefu.itd.umich.edu for outage info for other services imapstatus -d <uniqname> to show IMAP folder details sievelist <uniqname> to view the Sieve filters for the account vos exa user.<uniqname> to examine details on the IFS volume 7
    • This is one of the better tools available to consultants as it quickly provides essential information for the user’s account. ABS Consultant Web Page – ABS stands for Account Balances System; this is the method by which permissions to various online/electronic resources is set. Permissions are generally set up upon account activation by the Accounts Office, though it is not unusual for users to want to make modifications to these subscriptions over time. The resource will allow for a thorough check of the user’s subscriptions (what resources they are or are not permitted to), whether their account is out of funds, or if their account/subscriptions have been suspended (for whatever reason). The ABS page is at https://www.umce.itd.umich.edu/absadmin-bin/prod/mainframes and will require you to log in with your uniqname and Kerberos password. The training manual for using this page is comprehensive; thus only one copy exists on our shelf of manuals/texts. There are a great many things that can be done in this web site that have no bearing on 4-HELP’s consulting; be sure to have your trainer run you through the basic usage of this page. “ph” – This stands for “Phones Macro” and is a tool available on the ITCS Login Service. This is basically a database of the collected info, names and numbers that come up often in consulting. To see if the ph macro has any information about a subject, use the command ph topic (where topic is whatever subject you want info on) at the server% prompt. This is especially good for finding phone numbers. rtfm@umich.edu and phonesfolk@umich.edu are email groups that you will be added to when you join 4-HELP. RTFM (“read the fine manual”) is a mailgroup composed of all 4-HELP members as well as some ancillary ITCS members who work with us on various support questions/problems. This group is most often used to relay messages about problems and outages from the service providers to our support group. Phonesfolk is made up only of those of us in 4-HELP who work phones shifts and is uses mostly for intra-group communications or by announcements from Debbie. If you find you are not getting messages from these groups, please let Debbie know. 8
    • Scheduling and Phones Shifts As a 4-HELP consultant, the majority of your duties will involve working phones shifts during the week. Depending on your appointment, Debbie will determine what percentage of your time will be spent on Phones as opposed to referral/online consulting or other projects. Full-time employees of 4-HELP are expected to fulfill 28 hours of phones shifts per week; there is some flexibility in how these are assigned. Full time employees must work 5 different phones shifts per week. New employees are also expected to fill evening and weekend shifts. University employees are entitled to a set amount of sick time, family leave and vacation per year: Vacation time accrues at the rate of 2 vacation days per month for 4-HELP consultants. Vacation time must be approved by Debbie and marked with initials on the vacation calendar in the 4-HELP office. Depending on the status of other team members you may be expected to find a sub for your hours. Sick / Family time is set at 15 days per calendar year. These hours will reset back to 15 in the month of your hire date each year. For any of the options above, your are obligated to communicate your absence to Debbie and the rest of the 4-HELP team. The best way to go about this is to use the subshift command at the stargate% prompt on the GPCC Staff server – this will automatically send a sub request through email to rtfm@umich.edu as well as to Debbie directly. Calling 4-HELP to let those on shift know of your absence is also a good idea if you decide to take the absence the same day of your shift. For each hour of the work day there is a minimum number of consultants that must be in the office and taking calls – these minimum numbers are posted on the schedule in the office. Remember, failure to find a sub in order to meet the minimum number of staff required will be considered misconduct and will result in disciplinary action. With this understanding, you are ready to begin training in earnest. All that remains is to find out what technical training is needed to round out your support knowledge and to set a trainer schedule. At this point, Debbie should be able to assign you to listen in and work with various 4- HELP consultants over the next few weeks. Each consultant will allow you to listen to their calls as well as allow you to field a few calls with their support when you are ready. Each consultant has a different approach or way of doing things – watch for these and decide which, if any, you’d like to emulate. During this training you or your trainers should be able to determine if there are specific areas or applications you need to be trained on. When these are identified, let Debbie know, so training sessions can be arranged. 9
    • The 4-HELP Phone Set At each station in the 4-HELP Phones room will be a phone set that has a primary phone line for answering user calls that come into the queue as well as a second line for call transfers or calling out. While most of the phones are a newer design with white plastic, there are a few of the older black phone sets that have cosmetic differences (different button placements, etc.) The first thing to remember about 4-HELP phones – and any University phone – is that internal UM calls only require the last five digits of the number (764-HELP, for example), and calls outside of the University require dialing 9 before the full number, whether that number requires seven digits or 1 + area code. New student Unified Messaging phone numbers must be dialed with 9 + all seven digits. Using the 4-HELP phones may seem daunting at first, but after time and use it will become second nature. Symposium is the name of the system that is set up to handle our call queue, routing those calls to the consultant phones, tracking calls and keeping statistics. When you finish training you will be given a login code that will allow you into the system as yourself to begin your Phones career. Physical Setup (done before activating unit): 1) Take the plugged-end of your headset cord and connect it to the similarly-shaped connector coming off your phone unit. These cables can only connect in one fashion. 2) Your headset is now connected to a black control box which is in turn connected to the phone itself. This control box will have a setting for volume control, “headset” (which must be clicked down so that the button is red to work), and a mute option (which will allow you to mute your voice to the caller without putting that caller on hold). Adjust these as necessary. 3) If your station is equipped with a wireless headset, you will see that there is a base station that is connected to the phone; there is also a remote unit which has the actual headphones connected to it. To make it active, either talk button on the base station or the headset must be turned on. There are controls for volume control, mute, channel, and page (which makes the remote unit beep if it has been lost.) Besides these cosmetic changes, usage is generally the same. Logging in to Symposium and taking calls: 1) First press the Make Busy (MSB) button until the solid triangle symbol shows up in the display. It should NOT be flashing – if it is, press the MSB button again until it stops. 2) Now press the Primary Line button – this will be the button in the lowest right-hand corner that contains a phone number beginning with “00” – to get a dial tone. 3) Type in the first four digits of the phone code given to you by Debbie. The dial tone will blip four times, at which point you should type in the second four digits of your code. 10
    • 4) The triangle symbol will then move on the display next to the Not Ready (ACDNR) button. You are now active in the phones system but not in the queue; the Symposium system will track how long you are in Not Ready. 5) When you are ready to be placed in the queue to take a call, simply push the ACDNR button once to make the triangle disappear. Symposium will track how long you are waiting idle in the queue. 6) When a call comes into your phone set, the triangle will appear on the display next to the Primary Line button and the phone will ring. When you are ready, press that same button to take the call.. 7) You only have ten seconds to answer the call before it bounces to the next available consultant. If the call does bounce, the system automatically logs you out. The triangle will appear on the display next to the MSB key and you will have to log into Symposium again to return to the queue. You should try to avoid having this happen with any regularity. 8) The Primary Line cannot be used to make outgoing calls or to receive calls. Use the Second Line for these functions. Answering a call (“a primer”): 1) There are really no official “rules” here – say something nice (“Hi,” “Hello,” “Good Morning/Afternoon/Evening”), give the caller your name, and ask them for their uniqname or user ID. This will cover all of the bases. For example: 2) “Hello, this is Pete. May I have your UM uniqname or user ID please?” 3) Remember, if a user cannot provide a uniqname or you cannot find them in the Online Directory, we are under no obligation to assist the caller. During a typical call: 1) To place a caller on hold, press the Hold button (HOLD) once. After doing this you will not be able to hear anything on the other end of the call unless you take the phone out of hold by pressing HOLD again. 2) To forward the call to another number, or to have a conference call with a third party, press the Conference button (CONF 3). A triangle will appear in the display next to the CONF 3 button. You will hear a blip and then the dial tone. Dial the number of the third party to be contacted. 3) At this point you can communicate with the third party without the first party on the line, or you can bring the first party into the conversation as well by pressing CONF 3 until the triangle disappears from the display. 11
    • 4) To leave the conversation to just the first and third party, simply press RLS or ACDNR to hang up. After you are finished with the call: 1) Pressing the Release button (RLS) will hang up the call and put you immediately back into the queue. If the caller hangs up and you stay on the line, you will be automatically disconnected and put back into the queue. 2) Pressing the ACDNR button will take you out of the queue and into Not Ready – this is a good option for you to finish up your Footprints ticket for a moment and then return to the queue again. 3) If you are finished with your shift or need to leave the queue for an extended period of time, press the MSB button to put your phone into Make Busy. If this is your desk phone, don’t forget to set the phone to Flashing Make Busy by pressing the MSB button again until the triangle begins flashing – this will allow incoming calls to your desk line to be routed to your voice mail. Using the Second Line / Personal Desk Line 1) To use the Second Line, press the Second Line button – this will be the second-to-bottom button on the right hand side of the phone base and will have the full desk phone number (which is also posted above the station). A triangle will appear in the display and you will hear the dial tone. The second line is unaffected by Symposium; it can be used whether you are in the queue, Not Ready, or Make Busy. 2) To hang up the Second Line, simply press the RLS button. 3) You can forward a call or have a conference call on the Second Line in the exact same fashion as with the Primary Line – see “During a typical call” step 3 above. Closing 4-HELP and Symposium 1) Make sure to turn off your own phone set as detailed above. If you are on a shift that closes 4-HELP, check the queue display on the television in the office to make sure all phones are listed as “Logout”. 2) If you or any other staff are still on calls when 4-HELP closes, make sure all phones are in make busy and then use the instructions for Forcing Phones into Night Service posted in the office. This will keep any new calls from entering the queue – however, callers in the queue before going into make busy are still waiting and should be answered. 3) Any new callers will automatically be directed to hear our Outgoing Message informing them that 4-HELP is closed and other sources of help. 12
    • 4) Once all staff are off their calls and there are no more callers waiting in the queue, put the phone used to force the phones into Night Service back into Make Busy. 5) Before leaving, the User Services Outgoing Message announcement must be set. This is the message that all 4-HELP callers hear before they can get to an actual consultant – the message lets callers know if there are any known outages as well. This message is also set at the beginning of each work day as well. Step-by-step instructions on how to set this are in a document included at the end of this handbook. Unified Messaging Voice Mail services The Second Line on the phone sets are also equipped with Unified Messaging Voice Mail and other associated services, such as call forwarding. There’s an entire manual dedicated to using these services on our documentation website. You can get to it at http://www.itcom.itd.umich.edu/unified/gettingstarted.html and the web access address is http://message.umich.edu . 13
    • Footprints The tool that 4-HELP uses to record and track call statistics as well as deal with referrals is known as Footprints. A Footprints ticket should be entered for every call taken while on shift – not only is this helpful for consultants to be able to see this information on future phone calls, but the data tracked from our callers is useful in telling us what products or services are used most, which generate the most calls, how much time and effort 4-HELP undergoes, etc. As stated, Footprints can be accessed from any current web browser. You should be set up with Footprints privileges during your training sessions to allow you to log in and to track tickets under your uniqname. While Footprints’s main focus is tracking each call that comes into 4- HELP and providing previous call information for consultants, Footprints is also the tool with which a referral to Expert-level consulting groups are sent. This guide will give the essential information for logging in to Footprints correctly, using the interface, entering tickets, checking callers for past history, and entering referrals. Starting / Logging In to Footprints 1) Go to the website http://request.umich.edu/olc . 2) At the login screen, type in your uniqname and Kerberos password and login. 3) The main Footprints window will fill in with commands on the left. This window can be used to look up information on callers simply by typing their uniqname in the Search field at the top. If the user is in the Footprints database, a listing of their previous tickets from past calls will be available. Creating and Submitting a Ticket When taking a call, Footprints is ready to accept the information you will gather from your user once you click on Create Ticket on the left. At that point, things usually proceed like the following: 1) When you answer the call, take the user’s uniqname and type it into the Uniqname field and hit Enter. The rest of the ticket should fill in with the appropriate information about the user. If an error comes up saying that the uniqname is unknown to Footprints, you will want to ask your caller how they are affiliated with the University – Footprints gets this info from the Online Directory. 2) As you take the call, fill in the details of the call in the Description field, with a synopsis of the call in the Subject field. 3) When the call is complete, put your phone in Not Ready for a moment to complete the following fields in the Submit window:  Affiliation should be set to the appropriate value.  Category and Item should be set to the most accurate options for the call that you took. For example, if my call was about advising a caller to fix outdated email settings in Eudora, I would choose E-Mail for Type and Eudora for Item. Many options are available for each different situation. 14
    • 4) With all of these essential fields filled, clicking the GO button will automatically fill in the time log and submit the ticket. You’ll be returned to the main Footprints page and you can then return to the queue. Closing Footprints When finished with Footprints, there are two options: 1) You can simply close the application by either clicking the X button in the upper- right corner of the window or by choosing File, then Exit from the Menu Bar. 2) It is perfectly fine to leave your Footprints window open when you Disconnect from the Terminal Server – you’ll just have to log in again the next time you want to connect. By choosing the first option, you will completely close the Footprints application. To activate the program again, go to the Footprints URL using a web browser. More Footprints Information This completes instructions for basic 4-HELP Footprints use. There are other specialized functions and commands for other features of Footprints, including taking referral questions or generating ticket reports – both of which are more advanced functions that are not part of an average 4-HELP phones shift. If you wish to learn more about these features, or look over more detailed explanations of the basic Footprints features, check out http://www.itd.umich.edu/footprints/ . 15
    • The Unofficial 4-HELP Consultant Advice Page! What follows in this section is a compilation of suggestions and advice from former and current 4-HELP phones consultants on how to become the best 4-HELP team member you can be. Names have been omitted to protect the innocent, and thank you to all of those who gave suggestions. The most IMPORTANT, as far as I'm concerned... is to maintain a calm in your voice (whether you feel it or not). If you cannot maintain this, the Customer will pick up on it, and exploit it. Always try to remember to SMILE when you're talking. Also, NEVER blame the Customer directly, if you can help it. For instance, if they got disconnected, then YOU apologize for losing them, and assume the mistake was YOURS, and not theirs. If it was theirs, 90% of the time they will apologize, and the call will go smoother. 1) Stay calm/patient 2) Don't take it personal 3) LISTEN and repeat if you have too 4) TRY to sound confident 5) Ask your colleagues if you don't know 6) Take notes, organize info, observe your colleagues 7) Remember, no one knows everything and what you know another colleague may not know and vice-versa 8) The customer doesn't have an answer and they're seeking you to give so this is positive for you 9) Don't cry 10) Come back for another day as I have :-) - Always been on time for your shifts, and be in the queue from the top of the hour you start to the top of the hour the shift ends - Respect your coworkers. Don’t do things to them (dump calls, stay out of queue, etc.) that you would not want done to you - Stay pleasant until such a point as you are being verbally harassed or threatened, at which point tell the caller what they are doing and why you are hanging up or contacting your boss - Assume your caller has the lowest common denominator of knowledge when troubleshooting. It’s easier to apologize for going over basic things with an advanced user than to skip something simple with a less knowledgeable caller - Strive to learn all features of the products and services we support. Do not be content with being an expert in one product, service, or operating system. For example, you should learn how to configure any of our supported mail clients to send and receive umich mail 16
    • Supported Products and Services through 4-HELP OPERATING SYSTEMS Windows XP (service pack 2; Home and Pro)/ Windows 2000 Windows Vista Macintosh OS X (10.3.9 or greater) E-MAIL Pine on the ITCS Login Service http://mail.umich.edu access ITCS Exchange Server access Apple Mail.app (IMAP only; 1.3.x or higher on OS 10.3.9 and up) Mulberry (3.1.x for Windows, Mac) Thunderbird (IMAP only; 1.5 and up) Eudora (PC v7.1/Mac 6.2) Outlook (Office XP(2002) and 2003 and up) Outlook Express (v6 and up) Entourage (Office 2004) Netscape Mail (7.x – configuration support only) Windows Mail (configuration support only) UNIQNAME & PASSWORD Where to obtain How to use for authentication How to get password changes LOGIN SERVICE How to access Basic Unix utilities (rm, mv, cp, talk, ls, etc.) E-Mail Access (Pine) Electronic Directory (dua) ONLINE DIRECTORY SERVICE (X500) Unix access via dua Access via directory web page Modification of individual entries (e-mail address, vacation message and personal info) Creation and maintenance of groups IFS Subscriptions Access control via PTS groups & fs command. Access via sftp options Personal home pages in IFS (creating directory, setting permissions, filenames) 17
    • KERBEROS AUTHENTICATION Macintosh authentication via Kerberos for Mac OS X Windows authentication via Kerberos Authentication ANTI-VIRUS Obtaining and using VirusScan(Windows) Obtaining and using Sophos (Mac) Disinfecting viruses Mac OS X, Windows XP/Vista MACINTOSH APPLICATIONS Macintosh Internet Access Kit applications Fugu (OS X) Kerberos for OS X Sophos Anti-Virus Unified Messaging web access WINDOWS APPLICATIONS Windows Internet Access Kit applications SSH Secure Shell Kerberos authentication VirusScan Unified Messaging web access OTHER ITCS Family Housing DSL Service Basic HTML ASSISTANCE WILL NO LONGER BE PROVIDED FOR Windows 3.1, 95/98/NT/ME operating systems Mac system software below OS X 10.3.9 Desktop hardware (PC's, Macs, printers and other peripherals/accessories) Word Processing (anything other than Word ; Rackham Style Sheets) Spreadsheets (Anything other than Excel) Charting (Microsoft Excel, Delta Graph) Databases (FileMaker, FileMaker Pro, FoxPro, dBase) Graphics (PowerPoint) Desktop Publishing (PageMaker) Multimedia (Photoshop) Bibliographic Software (EndNote, ProCite) Lotus Notes Non-secure telnet and FTP connections to UM All prior UM Dialin Services (authentication, accounts, use with Internet Access Kits, access numbers) 18
    • Changing the 4-HELP Phones Message IT’S DOWN LINE MESSAGES (rev. 05/07) 1. Dial 6-9949 2. Voice service ID 1093#, password 4763# 3. Press 5 to record message, # when done 4. Press 2 to review message Opening: You have reached ITCS User Services. All systems are operating normally as of time and date. Please stay on the line to choose from 1 of 7 options. If you are calling from a rotary phone please call 734-764-1817 for assistance in placing your call. Closing: You have reached ITCS User Services. All systems are operating normally as of time and date. Please stay on the line for additional information. 19