IOC: Miscellaneous Phone Procedures

Weekend On-call Supervisors
Sometimes the operator in TEL/IOC needs help with an issue and their supervisor is not on duty. Here are the steps that should be followed.

• If this happens during the weekend, the weekend on-call supervisor should be called. If you can not reach the on-call in a timely manner then try the next supervisor in line. 
• Monday - Friday the on-call is the person who is scheduled to be on-call that weekend. ( So Mon - Sun is the same person. ) 
• The on-call supervisor can be contacted at any time at 765-496-4272.
• For each incident send an email to csc leadership (cscleadership@purdue.edu) stating who was called (and if they were reached,) and what the issue was. This is similar to sending email when contacting an admin. Log it as well. 

Criteria for calling on-call: 

• After researching and exhausting all possible measures and not finding the procedure or answer. Including communicating with others on your shift. 
• Network down or major global so managers/supervisors can get on phone bridge. Or now currently we are using a MIM group in Teams. 
• Trouble reaching an admin on-call or their manager. 

Resources to try before calling:

• IOC Log - Can search for past incidents that were similar
• IOC mailing list - search back through old emails
• Other IOC staff members on shift
• CMDB and Rosetta list for on-call info and escalation. Can also search Org Chart in Success Factors.
• Wiki 

Phone Bridge (Currently we are using a MIM group in Teams) 
When Service Alerts occur the Service Management office may open the phone bridge. This allows incident managers to discuss progress and communication about the alert while the admins are actually working on the issues. The bridge is joined by calling into 49-62500. If a Phone Bridge situation arises, an email with "High Importance" priority should be sent to ***CSC/IOC management email inserted here***  to alert the supervisors.

If the bridge is opened while a supervisor is on duty in TEL/STEW, the supervisor will join the bridge. This will allow for a line of communication between the bridge and the operators working in B22. Operators should not be on the phone bridge because they should be taking care of running the IOC and handling the issues as they arise.

If the bridge is opened when there is no supervisor on duty, the IOC should contact the CSC/IOC Manager. The manager will join the bridge; the shift or weekend on-call supervisor will not join the bridge, and will be available to communicate with staff working in B22. The Slack/Skype application may be used to facilitate communication with the manager and supervisor. As well as a direct phone call. 

The phone bridge is currently used as a back up, in case Teams is down. 

Remote Monitoring

In the event remote monitoring of the IOC is necessary (i.e services have moved off campus/off site, limited IOC services are offered, etc.), calls to the IOC Reporting Line can be forwarded to an alternative number, temporarily. 

To forward calls on the IOC line to another number, perform the following procedure:

• Select the IOC line on the VOIP phone.
• Press the Forward All soft key.
• Enter a phone number (see below).
• Look for confirmation of the forward on your phone display.
• To cancel call forwarding, press Forward Off.

Note: If you forward to the 5 digit extension of someone else, if that person does not answer, it will go back into the original called party's voicemail. 

This can be used for forwarding to any phone, including another VOIP phone, a soft phone (Jabber, etc.), or mobile phone. Campus phones (VOIP, Jabber, etc.) need only the 5-digit on-campus number to forward to. Off-campus numbers (i.e. cell phones) need to be entered in their entirety, including a "7" to go off campus (i.e. 7-555-5555 for local number, or 7-1-555-555-5555 for not-local number).

PUPD Calls
Sometimes PUPD will call requesting information from Purdue IT, e.g. computer session data for a missing student. They may have already sent email to ITSP, but they are calling us so that we can contact ITSP immediately. Call and follow up email to: enterprisesec@purdue.edu Primary: Steve Medel 737-229-0150 Secondary: Justin Greer 765-444-2994. Although security@purdue.edu may be listed as a follow-up email on some sources, emails to this address will generate a FootPrints ticket for each new email or keep reopening tickets if cc'd (like when itap@purdue.edu is cc'd). For now, enterprisesec@purdue.edu is the preferred follow-up address. If PUPD is asking for something else, consult the on-call supervisor as needed.