I expect that Duo calls will continue to pick up until next Wednesday, when we will likely get a rush from those folks who waited to the last minute. Please read for some details about how we are planning for this implementation.
Starting Monday, May 20, we will have a Duo option on the phone menu (option 4). Callers who choose that option will be routed to a phone split with technicians who only answer Duo questions. Some technicians – to be determined – will sign into a different split (203) to take those calls. The hope is that the influx of Duo calls will therefore not break the Service Desk. This also allows us to bring in helpers who are up-to-speed on Duo but not necessarily on everything the Service Desk does.
Robin will be at OSU-Cascades next week, and Jeff, David and Richard will be at the Library Monday-Wednesday doing Duo sign-up events. I will be adjusting staff calendars to provide coverage in each of our rooms.
We will not have a lot of hours available for CN on-site appointments next week. Please explain this to customers and use good judgement. If a customer needs something done sooner, we will make it work. Remember that “don’t schedule, just go” is a viable option, so long as we have people available at the time. It’s best to check with Max or another full-time staff member.
Resources for Duo Support
Very briefly, the following resources are available for you all next week:
- The knowledge base
- Duo Quick Reference guide (printed and electronic)
- How to sign into Duo support phone split (203) – test it out!
- Slack channel #duo
- Service Desk full-time staff and student leads
- Duo sign-up events in Valley Library Autzen classroom M-W
- Functional escalation to “Duo Support” in TDx
- Hierarchical escalation to Chris, Kirsten, Max or Andrew (or “Service Desk Managers” in TDx)
Sign-up Events: There will be sign-up events in the Library all day Monday, Tuesday and Wednesday. For any customers who are in Corvallis, this is the best option. Please don’t direct customers to the Service Desk walkup in Milne for Duo sign-up on those days. A sandwich board will be placed in front of Milne to redirect Duo sign-ups to the Library.
Phones: Feel free to test the 203 split now. Note that next week you should sign into the 111 split as usual unless Kirsten or Max tells you to switch to 203. We will be monitoring both queues in Avaya CMS throughout the day and making staffing adjustments as needed.
Quick Reference: The Duo Mandatory Quick Reference will be printed and available at each work space in the Service Desk. The electronic version of the document (with KB article links) is available in Box: Duo Mandatory Quick Reference
Humans: I plan to be at my desk and on Slack and available to help with Duo pretty much all the time. Richard will be online, but at the Duo sign-ups. If you get a question that is not addressed in the Quick Reference, ask it on the #duo channel on Slack.
If you get a customer who is being very unreasonable, please remember that you do not have to endure that. You can say “Let me get my supervisor” and then bring in a full-time staff member to help.
If a person says “I demand to speak to a manager” you can say “I can take down your contact information and have my manager call you back.”
If they are still adamant, feel free to come find a manager. I have asked Chris Sinnett to take any calls from customers who are demanding to speak to a manager immediately.
Very Long Calls
If a Duo call is going very long and many calls are waiting, you can suggest that the customer come to one of the sign-up events instead. This is probably a better option for those folks who are really struggling with using their smartphone, for example.
If they are not able to come to Corvallis, you can say: “It looks like this is going to take some time. Would it be okay if one of our technicians called you back later to complete this setup?” Later meaning Thursday or Friday, most likely. Some people might be okay with waiting. Make sure they understand the implications – namely that they will not be able to access some services until they sign up for Duo.
If calls are not very busy, it is okay to stay on a long call and finish helping the customer. Use your best judgment. Tuesday and Wednesday are probably going to be very busy.
The Party Line
If people ask why we are making them sign up for Duo or complain that they were not told about it, please refer them to the provost’s communication from earlier this year: https://leadership.oregonstate.edu/provost/mandatory-two-step-login-protocol-all-employee-onid-accounts
This mandate was sent by Provost Ed Feser in January this year via inform lists to all employees. A similar communication was sent to associates. The Service Desk is here to help people through this transition.