If an HR representative calls the Help Desk to request Duo tokens for pickup/delivery, follow these steps.

Pickup

• HD phone/chat/email agents will escalate the case to US-Service Desk (If someone is requesting more than 20 tokens please either check with the service desk/onsite first to make sure we have the inventory or, if onsite is closed, escalate the case to US-Service Desk and let the customer know we will be in contact with them when we are open). The Service Desk team will email the customer once the tokens are available for pick up.

Delivery

The phones/chat/email agents should collect the following information and copy it into the description field: 

• NetID:
• Name of the person to ship the tokens to:
• Department/Division requesting tokens:
• Address to send token (must be a campus building):
• Phone number (used for ordering purposes, we won't contact them unless there's an issue with the order):
• Token type (OTP or USB):
• Number of tokens (if more than 20, please check with service desk or a Team Lead/Supervisor first):

The case can be hard assigned to the US-Service Desk Team in WiscIT. The US-Service Desk team will gather the number of fobs requested and place them in a filled out inter-departmental mail envelope and place the envelope on the outgoing shipments repair shelf. Inter-department mail usually takes about 1-2 business days to arrive (weekend days are not included since the Service Desk is closed)

NOTE: These steps are only for tokens/fobs that are being delivered to an on-campus building.

NOTE: Tokens are not available through Ecommerce due to system limitations.

If a faculty or staff member calls the Help Desk to request Duo tokens for delivery, follow these steps.

1. The first point of contact for the customer should be their HR department.

2. If they can't get one through their HR department, they can either call the HD for delivery or come to the Onsite Help Desk.

3. Remote faculty and staff (not on-campus) can request a token/fob be shipped to them. Collect the following handling and escalate. The case will be sent to Logistics.

   • NetID:
   • Name of the person to ship the token to:
   • Address to send token:
   • Phone number (used for ordering purposes, we won't contact them unless there's an issue with the order):
   • Token type (OTP or USB):

4. Remote faculty and staff who are outside of the United States: We do have the ability to ship tokens internationally in most cases. Please capture the same information as above, along with the country that they are in. Tokens will take longer to ship (1-2 weeks). These cases can also be escalated to Logistics. Handling:

   • NetID:
   • Name of the person to ship the token to:
   • Country:
   • Address to send token:
   • Phone number (used for ordering purposes, we won't contact them unless there's an issue with the order):
   • Token type (OTP or USB):

If a student calls the Help Desk to request Duo tokens for delivery, follow these steps.

1. If the student is on-campus, they must obtain tokens at the Onsite Help Desk.

2. Students who are on-campus but unable to reach the Onsite Help Desk due to a disability can work with the McBurney Disability Resource Center for assistance. Many students with disabilities will already have an assigned Access Consultant or Accommodations Specialist to reach out to, but the McBurney Disability Resource Center can be reached at (608) 263-2741 if customers are unsure of who to contact. 

3. Students that are not on campus can request a token/fob be shipped to them. Collect the following handling and escalate. The case will be sent to Logistics.

   • NetID:
   • Name of the person to ship the token to:
   • Address to send token:
   • Phone number (used for ordering purposes, we won't contact them unless there's an issue with the order):
   • Token type (OTP or USB):

4. Remote students who are outside of the United States: We do have the ability to ship tokens internationally in most cases. Please capture the same information as above, along with the country that they are in. Tokens will take longer to ship (1-2 weeks). These cases can also be escalated to Logistics. Handling:

   • NetID:
   • Name of the person to ship the token to:
   • Country:
   • Address to send token:
   • Phone number (used for ordering purposes, we won't contact them unless there's an issue with the order):
   • Token type (OTP or USB):