Hello-
Apologies if you've already received this through a previous
posting.
I'm writing to let you know of upcoming changes to phone
contacts with
the IST Service Desk. As has been discussed in several
forums, in early
August 2007, the IST Service Desk will begin using an
automatic call
distribution (ACD) system and a new primary phone number for
improved
access to several IST services. The exact timing of the ACD
introduction
will depend on final testing and configuration, and a
notification with
the specific date of this change will be sent out prior to
implementation.
The new primary Service Desk number will be 2-8500.
Initially, this number will handle all incoming calls for
voice repair
(2-9053), business applications (3-1589), mainframe security
account
inquiries, and other more general service desk inquiries
(2-4920). The
legacy numbers, and several older related numbers, will
continue to work
for a conversion period of approximately three months and
will be
forwarded to the new 2-8500 number.
Whether dialing 2-8500 directly, or being forwarded from one
of the
legacy numbers, callers will be presented with a brief
greeting and four
menu options corresponding to the services above. After
making their
selection, they will be directed to the appropriate
analyst.
The ACD voice tree configuration will change as the Service
Desk
continues to evolve and consolidate other service numbers
into the
primary 2-8500 number. As noted, during the initial
conversion period,
the old service desk, voice repair, and business
applications numbers
will be maintained. However, we recommend that customers use
the new
2-8500 number, since the legacy phone numbers will be phased
out. The
new Service Desk web page at
htt
p://ist.berkeley.edu/support/service-desk.html will be
continually
updated to identify the most appropriate contact number for
support with
various technology issues.
The current ACD technology will be an interim solution and
the Service
Desk expects to move toward a more robust PBX solution in
early 2008
when IST makes the PBX more widely available.
If you have any questions or concerns about this change,
please contact
us at servicedesk berkeley.edu, or you may contact me
directly.
Regards,
Harold Pakulat
Associate Director IST Service Desk
2884 Shattuck, S303
Berkeley, CA 94720
Phone: 510-643-9986
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