Hybrid Meeting Room Support

Hybrid room services - Departmental Support vs. Network Applications

All Cisco Room Devices in UW Madison hybrid meeting spaces are centrally managed in DoIT's Webex Control Hub. Any department may have their devices registered to the Control Hub, where they receive licensing, software updates, and basic device management. The Control Hub is managed by DoIT Network Applications, who provide the services mentioned above as part of the campus VoIP service.

DoIT Departmental Support provides additional support for hybrid rooms owned by Departmental Support contract partners. Several other departments also have support agreements in place with US-DS for their hybrid rooms. The rooms listed below have a current support agreement with Departmental Support. These agreements provide the following services:

• Device registration to Control Hub, with licensing for Webex and Microsoft Teams.
• Regular software updates
• O365 Calendar integration
• Remote and onsite support of hardware, including Cisco Room Device, display(s), and cabling
• Laminated instruction sheets, updated as needed
• General end user training as needed
• Remote or onsite assistance with using system features
• Coordination of external vendor support if needed
• Coordination of room upgrades and/or deployment of new hybrid rooms

Hybrid rooms that do not appear on this list are not supported by US-DS. However, they are still entitled to the basic services provided by DoIT Network Applications:

• Device registration to Control Hub, with licensing for Webex and Microsoft Teams
• Regular software updates
• O365 Calendar integration
• Basic device configuration

Ticket Handling

For tickets related to hybrid rooms, please classify as Audio Visual Support and choose the appropriate sub classification. 

Before escalating, please gather building and room information and any specific symptoms or error messages the customer is seeing. If possible, review the Troubleshooting section of the Hybrid Room Instructions KB (https://kb.wisc.edu/137480) to determine is any of those scenarios apply. List troubleshooting steps taken in the Journal Notes.

If initial troubleshooting does not resolve the issue, please escalate to US-DS Technical Services immediately. 

For questions about using the equipment, you may direct the customer to the laminated instruction sheet that should be posted in the room. The TV or projector screen in every hybrid room (including non-supported rooms) also has a QR code labeled "scan QR code for assistance" that customers may scan to open the Hybrid Room Instructions KB mentioned above

If a customer is requesting a new hybrid meeting room, please refer them to our Service Page (https://it.wisc.edu/services/custom-audiovisual-conference-room/), which links to an intake form.

Out of Scope Requests

Per the Hybrid Room Support MOU, DoIT Departmental Support will NOT

• Facilitate meetings or provide personnel to sit in meetings with the intent of providing ongoing support for the duration of that meeting.
• Pay for equipment or vendor costs associated with repairs.
• Pay for services provided by FP&M carpentry or electrical shops associated with any future work requiring their services.
• Pay for additional support agreements (if any) with vendors or manufacturers.
• Respond immediately in-person to an active meeting. Due to the large size of campus and off-site location, DoIT DS is unable to commit to immediate in-person support.

Per the Contract Partner MOU, rooms and AV systems not listed below "will only receive best effort support and DoIT Departmental Support will engage with 3rd party service providers on your behalf if needed."

Supported Rooms

Other AV Support for Campus Rooms 

Many hybrid rooms on campus are supported by distributed IT and AV teams. If support requests are received for rooms not listed in this document, they may be supported by one of these groups:

FP&M Classroom Support & Planning - https://av.fpm.wisc.edu/classroom-attributes-2/

L&S Information Technology Services - https://its.ls.wisc.edu/technology-support/techsupport/

MERIT A/V & Classroom Support - https://merit.education.wisc.edu/av-classroom-support/

SMPH Classroom and AV Services - https://iit.med.wisc.edu/cavs/

CDIS IT - https://csl.cs.wisc.edu/

Resources

Hybrid Room Instructions - https://kb.wisc.edu/137480

DoIT Custom Audiovisual Conference Rooms - https://it.wisc.edu/services/custom-audiovisual-conference-room/

DoIT Hybrid Conference Rooms Details - https://kb.wisc.edu/114941

Videoconferencing General Information - https://kb.wisc.edu/12527