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Pinnacle Telephone Billing System Upgrade Open Forum I

Pinnacle Telephone Billing System Upgrade Open Forum I. February 27, 2009. Agenda. Telephone Coordinator Survey Results AT&T Cellular Contract New Telephone Services: Recent Calls Voicemail Notification Outgoing Caller ID Telephone Bill – PDF Tips & Tricks Other Operational Topics

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Pinnacle Telephone Billing System Upgrade Open Forum I

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  1. Pinnacle Telephone Billing System Upgrade Open Forum I February 27, 2009

  2. Agenda • Telephone Coordinator Survey Results • AT&T Cellular Contract • New Telephone Services: • Recent Calls • Voicemail Notification • Outgoing Caller ID • Telephone Bill – PDF Tips & Tricks • Other Operational Topics • Questions and Answers

  3. Telephone Coordinator Survey Question #1 • Would you prefer the detail provided for Local and Toll Free calls or just summary data?

  4. Telephone Coordinator Survey Question #2 • Would you prefer a more condensed version of the bill or the more readable version currently provided?

  5. Telephone Coordinator Survey Question #3 • Are you printing the new Pinnacle telephone bills?

  6. Telephone Coordinator Survey Question #4 • Are you able to get all the data you need from the bills?

  7. Telephone Coordinator Survey Question #5 • Is the Pinnacle online help and other online telephone support documentation available on the Service Desk website adequate?

  8. Telephone Coordinator Survey Question #7Question 6 Skipped – Would you like Telephone Services Review • Do you use the online PDF telephone directory (NOTE: this is not the Portal directory)?

  9. Telephone Coordinator Survey Question #8 • Do you print the online PDF telephone directory?

  10. Telephone Coordinator Survey Conclusions • Keep the current level of details on bills • We are adding summary detail on the bill for subcode (Pinnacle) / account (PeopleSoft) • Information available appears to be adequate • PDF Directory use is roughly 50/50 – no strong argument for maintaining over the long term. Portal online directory should be able to meet all needs identified. • 1200+ Directory updates in the past year / 100 per month average

  11. AT&T Cellular Contract • Contract signed • AT&T installing new antenna to improve campus coverage • Sign ups to begin at AT&T on-site visit first week of November • All purchases must be approved by telephone coordinator • You may pre-authorize individuals to sign up directly with AT&T during the on-site visit by completing the preauthorization form available on Service Desk website (see address on next slide) • Please send a copy of the completed form to the Service Desk and have the individual bring the original to the AT&T booth in November • Forward forms to Service Desk by October 28 or earlier to allow AT&T to be fully prepared in November.

  12. AT&T Cellular Contract • Consider business needs prior to approving iPhones • 2 year contracts vs. no contract • Higher equipment costs • Higher monthly plan costs • Equipment, rate plan information & pre-authorization form will be available at: http://servicedesk.calpoly.edu/telephone_support/index.html • First few months billing may be summary charges in Pinnacle with associated AT&T paper bill until electronic file is available and tested • Longer term detailed charges/usage will be billed through Pinnacle

  13. New Telephone Services • Recent Calls – 20 button phone only • Voicemail Notification • Outgoing Caller ID • For more information and forms to sign up for Voicemail Notification or Outgoing Caller ID visit the Service Desk website at: http://servicedesk.calpoly.edu/forms/telephone_forms.html • Above new services will be processed on a first come/first serve basis as time allows after primary baseline services (e.g. Adds/Moves/Changes & Cell phone processing)

  14. Telephone Bills – PDF Tips & Tricks • How to search within PDF • How to print out individual sections of PDF

  15. Operational Information • Extended turnaround due to furloughs: 5 to 7 days. • Please give us as much notice as possible to ensure we can meet your needs. • Updated website, please review and provide us any feedback you may have: http://servicedesk.calpoly.edu • Directory: • Title currently displays primary role • Staff in directory are all automated, we are unable to remove staff from directory – why do people stay after they have departed (e.g. Instructors) • Telephone Team: Anita West, Susan Mundahl • New Telephone Support Team Lead (11/1): Craig Schultz

  16. Questions & Answers • Open forum questions, answers • Web: http://servicedesk.calpoly.edu • Contact: • Service Desk: 756-7000telecomservices@calpoly.edu

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