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Voice Services - Authorized Agent and Technician Responsibilities / Expectations
This document will highlight the responsibilities and expectations of authorized agents and voice services technicians.
Authorized Agent Responsibilities and Expectations
General
- Operational
- Approve and provide up-to-date funding
- Act as a liaison between end-users and technicians
- Indicate when new / old authorized users come and go
- Requests / Incidents
- Submit requests / incidents for lines and line changes
- Timely and responsive communications on open tickets
- Follow normal support channels when submitting an incident (DoIT Helpdesk) or request (Request Forms)
- When submitting a request / incident, always provide NetID information for all users affected
- Operational
- Maintain up-to-date funding information
- Place / install equipment (how this is done may be left up to your discretion. This can be performed by an authorized agent, local IT, the end user receiving the equipment, etc.)
- Operational
- Maintain up-to-date funding information
- Operational
- Purchase equipment via MDS for a new line request
- Place / install equipment (how this is done may be left up to your discretion. This can be performed by an authorized agent, local IT, the end user receiving the equipment, etc.)
- Requests / Incidents
- Ensure that proper networking infrastructure is a in place before submitting requests (building networking needs to be VoIP ready)
- Ensure you provide proper jack, building, and room number information when submitting a request as this ties into E911
General
- Operational
- Act as a liaison between vendors and authorized agents / customers
- Requests / Incidents
- Process requests and incidents
- Maintain responsive communications / response times for requests and incidents (SLA response time of 3-5 business days and general responsiveness with incident and request conversations)
- Operational
- Manage billing and funding
- Perform consulting for authorized agents / customers
- Requests / Incidents
- Write orders for Network Services - Field Services
- Operational
- Manage billing and funding
- Requests / Incidents
- Write order(s) to ship equipment and provide logistical information
- Operational
- Perform consulting for authorized agents / customers
- Request / Incidents
- If data jack(s) are not active, submit Network Services - Field Services request
- Help discern networking issues with authorized agent / customers