Re: Service Desk ACD Introduction

Hello-
Apologies if you've already received this through a previous
posting.
This is to confirm the introduction of an automatic call
distribution 
(ACD) system for the IST Service Desk, as described in the
previous 
email announcement below.  The use of the ACD service as the
interface 
to the Service Desk has been increasing systematically as
part of 
testing, and we it will be fully implemented as of September
4th.  
Regular phone customers of the Service Desk have probably
already 
encountered the ACD during this testing period.

If you have any questions or concerns about this change,
please contact 
us at servicedeskberkeley.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


Harold Pakulat wrote:
> Hello-
> 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 servicedeskberkeley.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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