Refer to IT Services page: Cellular service (mobile).

Service Users

Faculty, Staff, no personal sales

Availability

24/7 

Server Information

See CMDB: CMDB - Configuration Management Dashboard

Unique Support Conditions

• Ordering telephone service (Cisco VoIP, Cellular/Mobile, Off-campus Landlines)
• UW-provided phones are for university business only; personal calls are not allowed.
• Upon leaving employment, the employee must return the mobile device to his or her department.
• You must be authorized to place mobile service orders.
• Phone ordering must be done by the department’s authorized user.
• The order form is available here: Ordering Telephone Service
• Cell phones are only sold in conjunction with purchasing monthly cellular service. DoIT cannot sell a cell phone without the corresponding cellular service.
• Phone service does not have international coverage by default. If international coverage is required, an authorized user must submit a request.
• Billing information is available on the Telephone Activity Report: Telephone Funding Change and Billing Information
• Participants in studies with cellular phone issues should refer to their study coordinator. The study coordinator can then contact the Help Desk for assistance.
• If the user’s request is urgent, please contact technologists in the NS-VoIP teams chat.

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

• Cell Phone Service

  • Voice Services Cellular

    • New Line
    • Change Line
    • Disconnect
    • Troubleshoot
    • Billing
    • 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: Telephone number affected: Date and time issue began:

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.