Tag Archives: Walkup

Milne Office Moves Timeline

Here are the details for our upcoming office moves. If you have questions or concerns about where you will be working during the transition or how processes may be impacted by these changes, please see the chart outside Richard’s office. If that doesn’t answer your questions, talk to Max C., Angela or Kirsten.

Timeline of Moves

  • Friday 3/23
    • We will start clearing out 213C (the old 201)
  • Saturday 3/24
    • We will reconfigure the furniture in 213A
  • Monday 3/26
    • Spring Break starts
    • We will tear down and move out of 213C; walkup customers will be temporarily redirected via signage to 213
    • Contractor begins furniture install in new 201
    • Telecom installs new phones in 213A; David and Keenan’s phones will be moved to 213A at this time
    • CN builds and dban done in 213A
  • Tuesday 3/27
    • Telecom installs phones in 201
    • Lisa moves to 201A (pending contractor break down of her existing furniture)
    • CN builds and dban done in 213A
    • Setup of 201 completed
  • Wednesday 3/28
    • 201 ready for walk-up; can also be used for call center and builds if needed
    • CN builds and dban done in 213A; 201 can also be used for builds if needed
  • Thursday 3/29
    • We will tear down 213
    • 213A used for CN builds and call center; 201 can also be used for builds if needed
  • Friday 3/30
    • Telecom reconfigures phone jacks in 213 for new layout (in preparation for staff moving to new locations in 213)
  • Monday 4/2
    • Contractor begins install of new furniture in 213
  • Tuesday 4/3
    • Contractor completes furniture install in 213
  • Wednesday 4/4
    • We begin setting up staff and student work stations in 213
  • Thursday 4/5
    • We will have a large truck available to surplus old cubicle walls, etc. Until then Milne 228 will be used for temporary storage of furniture bound for Surplus.
  • Friday 4/6
    • Setup of all work spaces completed by end of the day; afterwards builds and call center can be done in 213 and 213A (as well as 201 if needed). Walkups can be handled in all areas. Dbans will be done in 213A.

Process changes to note:

  • CN builds
    • May be delayed 3/26 through 3/30 and possibly as late as 4/6. CN customers will be notified no later than 3/20.
    • A role will be defined for a full-time staff member to monitor builds throughout the day and ensure they are being assigned and completed.
    • After the change, builds can happen in all our work spaces. Clear notes in tickets regarding location of equipment and good adherence to process will be even more critical than before. Please be careful not to misplace customer equipment and peripherals.
    • After the change, Extension customer equipment will likely be stored in Lisa’s new office in 201A. Other CN customer equipment will either be in the Mail room or the new storage racks in 213. The CN outgoing rack will be moved to the new storage racks in 213.
  • Walk-up
    • Walk-up services will be interrupted 3/26-3/27. However, as this is Spring Break, traffic should be light. Signs will redirect customers. Let customers know we are sorry for the disruption, and that the move of the walk-up is intended to make it easier to find.
  • Call Center
    • By the time the tear down of 213 begins on 3/29, we plan to have enough work spaces in 213A to handle our usual load of calls. However, some spaces may need to double-up and do CN builds as well (we will try to limit these), or even handle a walk-in customer.  The worst days will likely be 4/2 and 4/3, as that is the start of the term and we will be space-limited on those days. By 4/4, we should be starting to get back to normal as we begin to set up work spaces in 213.
    • I am expecting some longer call wait times and higher call abandons on 4/2 and 4/3. Do the best you can but don’t worry overmuch about it.
    • More full timers will be assigned to do call mentoring after the change. It won’t be just Robin and Keenan anymore! 🙂
  • Field/On-site appointments
    • Additional staff will be added to the rotation for on-site appointments. More information to follow soon.
    • No one will take appointments 100% of the time; staff will be assigned to varying roles throughout the day. Please read calendars carefully before scheduling appointments.
    • In the future we plan to allow more ad-hoc on-site visits – that is, you take the call, you decide an on-site is needed, you aux out and go see the customer. More information about this will follow soon. (Max and I still need to work out details.)
  • Slack
    • There will be some changes to our Slack channels. More information on this soon.

 

Service Desk Digest 4/5/2017

Students: Check your WhenToWork preferences

We have had several people miss shifts already this week due to scheduling conflicts. Please check your WhenToWork preferences carefully to ensure you are not set as available to work during a scheduled class.

Remember: it is your responsibility to ensure your WhenToWork settings are correct.

Citrix XenApp update next week

The Citrix XenApp environment will be upgraded and cut-over next week from College of Engineering’s infrastructure to IS’ infrastructure. With this change, we will gain access to some very useful troubleshooting tools. Information will be added to the Citrix InfoSheet shortly.

OSU-Cascades IT phone number

Telecom let me know that the phone menu for the old OSU-Cascades IT number (22051) had been wiped somehow. Customers calling that number heard dead air and were not able to get through to the call center.
This number used to be on a sticker on all OSU-Cascades computers, but no longer is. We started phasing it out about a year ago in favor of the main number (78787).
Fortunately, I still had a copy of the script, so Telecom re-recorded it for us. I have asked that they reprogram it to redirect directly to 78787 and that may be happening next week.

Sierra and ScreenConnect

Call center techs are seeing frequent but intermittent issues with ScreenConnect misbehaving on Sierra machines, making remote control almost impossible in many cases.

We may be able to resolve this with a change to ScreenConnect, or with a different tool. Will keep you all posted.

Floor in front of Milne 201

We had a bit of a surprise this week with the floor being torn up in front of Milne 201 without any notice. Angela is in conversation with Facilities about when the reinstall will happen, and trying to negotiate it for a time the walkup is not open. If the install ends up producing a lot of fumes, we can close the walkup door temporarily. My apologies for the unintended excitement.