1. Telephone Info
1. Voicemail; open extension
2. Dial 7999
3. 7123#
4. 7123# a 2nd time
5. Make sure headset button is red
6. 2 to play message
7. 76 to delete message
8. To log out, hit “Make Busy” 2
times
9. To log in, hit “In Calls” 2 times
10. To Transfer a call:
11. Hit “Transfer”
12. Extension
13. Hit “Connect” when caller picks up
1. Service Desk > Register New Interaction
2. Contact (look up on Active Directory to
confirm)
3. Choose Category
4. Choose Area
5. Choose Subarea
6. Choose Affected Service
7. Choose Impact
8. Choose Urgency
Open Interaction with Call
1. Closure code
2. Solution
3. Close Interaction
4. Cancel
5. Yes
1. If can’t close it:
2. Escalate > Open New Incident
3. Details page
4. Assignment: GHD-Technical > Next
5. Scroll down to related records section
6. Click on “IM#”
7. Type “NYHQ” at beginning of title
8. Select Assignment Group
9. Save and Exit 2 times
If you can
close it:
If you
can’t
close it: