Call Center Update – 6/15/2016

The merger of the OCH and CN call centers seems to have gone well.

As Andrew put it: “What better test of the new call center than a huge outage.”

We coordinated incident response for two major outages.

We took 202 calls with only 7 abandons (average abandon time 19 seconds).

The CN Base queue has 9 open tickets and the OSU Computer Helpdesk queue is empty.

Build bench got busy today. There are 20 builds in process; 16 of these were worked today.

We had 14 field appointments: 7 pick-ups for build/rebuild, 4 placements, and 3 troubleshoots.

Accounts queue is a bit backed up with new requests, but we made progress on it; 41 accounts tickets were modified today.

In addition: 24 doughnuts and 12 muffins were consumed, as well as untold quantities of caffeine.

Despite all that, existential angst was at an all-time low today. (I’m looking at you, Keenan.)

Team: great job. I can’t say it enough. I’m really impressed at what you all can do.

Tomorrow: there will be bagels!

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Notification to 16 June Office 2016 upgrade group sent

The following information related to the Office 2016 upgrades was sent out today via email to the next group of Office 2013 users who will be getting upgraded on June 16. It provides some initial information for the upgrades so I am posting it here as well as a project update.


Hello,

If you are receiving this message you recently logged into a computer within your department that has Office 2013 installed and can expect that machine to be upgraded overnight starting the evening of June 16. We will be sending out a reminder email to this same list of individuals on the morning on June 16.

Below is a quick list of what you need to do or know before you leave work on June 16:

  • Please leave the computer turned on and be sure to log off (if you leave your machine locked, the upgrade will not begin until you log in to it on the morning of June 17)
  • If you have your device off campus on the night of June 16, the upgrade will begin the next time to connect to the OSU network
  • The Office 2016 installation will NOT remove your Office 2013 desktop and taskbar shortcuts, so please replace them with Office 2016 shortcuts prior to launching any applications
  • You can contact the CN call center at 7-8787 (Option 2) to assist you with this if necessary

Note: If you are using Office 2013 via Parallels or VMWare on an Apple device, please adhere to the same preparation steps listed above for the Windows virtual machine
We are also including a Microsoft TechNet link listing what was deprecated or changed in Office 2013, which are the majority of the changes you will see using Office 2016:

If you have questions or concerns, please contact Todd Soli, the project lead: todd.soli@oregonstate.edu.

Thank you,

Your Community Network Support Team

Community Network
Information Services
Oregon State University
(541) 737-8787
http://oregonstate.edu/is/client-services/