Conferencing Service - Escalation

Describes the escalation processes, based on tool, for the new Conferencing service.

ACCC's new Conferencing service is comprised of three distinct software tools:

  • Blackboard Collaborate
  • Cisco WebEx
  • Google Hangouts

Each of these tools has a slightly different support structure, and this page documents how each tool is supported.

Blackboard Collaborate

Blackboard Collaborate is a web conferencing tool that is focused on use by faculty as part of teaching their classes. Therefore, this tool is supported by the Learning Technology Solutions group with Client Service Solutions. In general, tickets and calls regarding this tool will go directly to the LTS service desk team and be processed there. If a ticket comes in to the General queue, or a call comes to the general service desk, the client should be redirected to LTS:
  • Tickets should be moved to the Learning Technology Solutions queue
    • Service field should be set to Conferencing
    • Classification field should be set to either Request or Incident, depending on the interaction.
  • Calls should be transferred to extension 6-2751

Cisco WebEx

Cisco WebEx is a new conferencing tool that is focused on use by faculty and staff (only these two groups of clients are able to request WebEx host accounts). This tool has Tier 1 support provided by the general service desk within Client Service Solutions. More information about the WebEx tool can be found at http://accc.uic.edu/service/conferencing/webex. Use the documentation found on this page and the related Answers on the ACCC website to provide Tier 1 support. Any requests or incidents that you are not able to resolve using this documentation should be escalated using the following process:
  • Calls should be logged as tickets.
  • Tickets should be assigned to Emily Abarquez
  • Tickets should have the following fields set:
    • Service field should be set to Conferencing
    • Classification field should be set to either Request or Incident depending on the interaction
    • Interaction Detail field should be set to the specific topic of the ticket.
  • Emily will then review the ticket and provide any additional support possible.
    • If she is unable to assist, Emily will move the ticket to the Conferencing queue, and assign the ticket to Sam Hyman (shyman2)

Google Hangouts

Google Hangouts is a software tool that is available to any faculty, staff, or student with a UIC GSuite account.Currently, support for this tool is handled by the Enterprise Architecture and Development team of ACCC. Therefore, the following process should be followed for requests or incidents that are received regarding the Google Hangouts tool:
  • Calls should be logged as tickets.
  • Tickets should be moved to the Googleapps queue.
    • Service field should be set to Conferencing
    • Classification field should be set to either Request or Incident depending on the interaction.


RT Field interface

Below, you can find a visual preview of the fields in RT that are important for performing the escalations described above.

View of Interaction Detail field values



Keywords:"service desk", "support process"   Doc ID:75186
Owner:Allen R.Group:University of Illinois at Chicago ACCC
Created:2017-08-01 16:09 CDTUpdated:2018-01-25 23:35 CDT
Sites:University of Illinois at Chicago ACCC, University of Illinois at Chicago Sandbox KB
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