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The IOC Outage Line (6-7272) should be answered at all times. When you answer the phone, please answer using either of the scripts below:
"ITaP OperationsIOC, this is <insert your name>, how can I help you?"
“Operations“IOC, this is <insert your name>, how can I help you?”
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- Caller Name?
- Spelling can be verified using the Purdue Directory.
- Caller Phone Number?
- Department?
- Title (Are they an Admin of the system they are calling in, a User of the system, etc?)
- Systems/Services/Components that are down or they are unable to access/use?
- Are they on or off campus?
- Is their issue urgent or can it wait until the next business day to be addressed (if it is after regular business hours)
- How many users are affected?
- Also write down the time of the call (for your log entry).
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If a call is received from I-Light, please follow this documented procedure. ITIS-Data Network Incident Resolution Process (1).pdf. |
If the issue is determined to be URGENT, contact the On-Call Supervisor.
If the caller says the issue is not urgent and can wait, please send an email to Dan or Jenn with the information you have gathered and mark the email as "Importance: High".
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It would be very helpful to review the Change and Release Management FootPrints workspace on a daily basis, as calls may be receiving from customers attempting to access/use components that are undergoing a scheduled maintenance. |
Outgoing Calls
When you place outgoing calls please remember to practice proper phone etiquette.
When you call an on-call group please phrase as this:
• "This is <insert your name> from ITaP Operations CSC/IOC and I am trying to reach the <insert group you are calling> on-call in regards to <insert issue you are calling about>".
If the on-call doesn't give their name, ask "who with whom am I speaking with?".
• Do not say "who is this?"
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