The Telephone Activity Report (TAR) is an online reporting tool which is available for customers of Voice Services to review charges relating to telephone service provided to their group. Authorized users of TAR will be able to login via the NetID Login Service to access information relating to the telephone numbers for which they have access. More information about gaining authorization for TAR can be found at Gaining Access to Place Telecom Orders and to View Telephone Activity Reports.

Service Users

Users must be authorized for access per Gaining Access to Place Telecom Orders and to View Telephone Activity Reports.

Availability

TAR is available 24x7. However, after-hours availability is best-effort. Outages that occur after business hours will not be resolved until the next business day.

Server Information

See CMDB: CMDB - Configuration Management Dashboard

Unique Support Conditions

• The service itself is the Telephone Activity Report. The vendor, Calero, provides the product Pinnacle to produce this report.

• TAR reports are primarily for cellular usage & equipment charges.

• Campus VoIP services are part of a larger IT infrastructure charged by campus, and will not appear on the TAR report.

• TAR is produced monthly by the 25th of each month. Authorized users can access the report through here: Gaining Access to Place Telecom Orders and to View Telephone Activity Reports.

Select an appropriate service, category and subcategory from the options below.

• Telephone Activity Report - TAR

  • Calero Pinnacle

    • Submit Incident

For ALL incidents, gather the following minimum required information:
Clear, detailed description of the problem
Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Clear, detailed description of the problem: Complete customer contact information:

None.

Note: This section outlines the full procedure as shared between the Help Desk and SNCC. If you are viewing this doc in the Help Desk KB, steps performed by SNCC Staff will be in italics; if viewing the doc from the SNCC KB, staff should see Help Desk steps in italics.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

None.