Service Desk ACD Introduction

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
http://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_at_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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Received on Thu Jul 12 2007 - 10:20:17 PDT