VNC Viewer - Virtual Network Computing

NOTE: The main difference between VNC and other remote access tools is that multiple people can access the same machine at once... try to play nice with each other.

NOTE: VNC isn't exactly optimized, and get get VERY laggy and the display can get refresh glitches. Hitting the refresh buttons or reconnecting are a common chore. 

Creating a shortcut

• Create a shortcut (probably on your desktop or taskbar) to the vncviewer.exe application in the CSC's O Drive.
• The O: drive can be found here, \\nas01.itap.purdue.edu\itap_call_center\ITCSCallCenter
• And the application is here, O:\Shared\AJ\UltraVNC
• HOWEVER, if you don't want the shortcut to be reliant on your drive mappings (I wouldn't) use the absolute path to the application, \\nas01.itap.purdue.edu\itap_call_center\ITCSCallCenter\Shared\AJ\UltraVNC

Configuring VNC

NOTE: Normally VNC settings and configuration is saved, so you shouldn't need to do anything other than launch it and input the password to connect after the first time

• Launch VNC from the shortcut you created above
• Your VNC Server will be set to the IP of the machine connected to the overhead display in the CSC (10.162.17.214)
• Quick Options should have AUTO selected
• View Only
  • Reps should have this box checked
  • Specs should have this box unchecked
• Everything else should be left on default/blank
• Click the connect button to initiate the connection (VPN will be required if off-campus)
• The password to connect to this machine is the same as the phone extension for the CSC (44000)

Using VNC & the ITaP Wallboard

NOTE: Remember, everything done on this screen can be seen by anyone else connected

• On any other day, just launch VNC from your shortcut, and log in with the password (above)
• This tool/view is intended for viewing or monitoring the phoneboards, you shouldn't really be changing any settings
• Looking at the Voice CSQ Summary Gadget panel,
• Phone Lines
  • ITaP Admin: This is the 'staff/faculty' line reached by pressing '1' on the phone menu when calling the 44000 number
  • ITaP Student: This is the 'student/other' line reached by pressing '2' on the phone menu when calling the 44000 number
  • ITaP Directory: This used to be the 'directory assistance' line, and... really shouldn't be listed anymore... I don't think it's even connected anymore
• Agents
  
  • we can see how many specs/reps are currently connected to each incoming phone line, and their status
  • Logged In: Total number of 'agents' connected
  • Talking: currently on a call
  • Ready: 'ready' to take a call
  • Not Ready: agent is set to a state such that an incoming call will not be routed to them
    NOTE: Do not be in one of these states unless you have a reason to be, it's our responsibility to be ready to take a call as much as possible
  • Reserved: agents who's phone is currently ringing (sometimes can be stuck in this state due to an error)
  • Wrap-up: a brief cool down after a call has ended, for CSC Specs & Reps, this is 30 seconds. For AgIT analysts, it's 60 seconds
• Current Calls
  • Calls Waiting: This is how many calls are CURRENTLY on hold waiting to be connected to a CSC staff member. The quantity of incoming calls can fluctuate rapidly, if it exceeds the point where we have people available to answer them, callers are put on hold. Ideally, we'll quickly catch up and get everyone off of hold. But this can snowball rapidly if calls stay at a level we can't keep up with. A large spike in calls waiting is one of the earliest and most significant indicators that there's been some form of outage, supervisors monitor it closely in real time.
    NOTE: Keep this number as LOW as possible, zero is ideal. Speak with your supervisor regarding appropriate reactions in relation to calls on hold. Your reaction to 5 calls on hold, versus 100, should be appropriate to the number of calls on hold.
    NOTE:  Once callers start winding up on hold, they start getting upset, and it snowballs over into other negative metrics that hurt the team in the long run.
  • Longest Wait Time: Similar to Calls Waiting, zero is ideal... if calls start backing up, keep an eye on how long the longest one has been on hold. The longer they've been on hold, the more upset callers can get, and it snowballs over into other negative metrics that hurt the team in the long run.
    NOTE: The average wait time is one of the primary metrics that the CSC is evaluated on, work together to keep it as low as possible.
• Today's Calls
  • Total: Total number of calls that have come in for that phone line today
  • Handled: How many calls we've successfully answered
  • Abandoned: Primarily, this is how many callers have gotten frustrated while on hold, and hung up.
    NOTE: This is the second of the primary metrics that the CSC is evaluated on, and also the most detrimental... things happen... but zero is ideal.
    
    
• Looking at the Team Performance panel,

NOTE: Pre-COVID, it was traditional to leave the team selected

Reconnecting to the ITaP Wallboard Account

• If for some reason, the wallboard computer has lost power, rebooted, etc etc
• If this happens, you'll need to relaunch the browser and reconnect it to the Cisco Finesse phoneboard (Same way you connect to your own board)