pinnacle telephone billing system upgrade open forum i

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Pinnacle Telephone Billing System Upgrade

Open Forum I

February 27, 2009

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Agenda

■ Telephone Coordinator Survey Results■ AT&T Cellular Contract■ New Telephone Services:– Recent Calls– Voicemail Notification– Outgoing Caller ID

■ Telephone Bill – PDF Tips & Tricks■ Other Operational Topics■ Questions and Answers

Telephone Coordinator Survey Question #1

■ Would you prefer the detail provided for Local and Toll Free calls or just summary data?

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■ Would you prefer a more condensed version of the bill or the more readable version currently provided?

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■ Are you printing the new Pinnacle telephone bills?

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■ Are you able to get all the data you need from the bills?

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■ Is the Pinnacle online help and other online telephone support documentation available on the Service Desk website adequate?

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Telephone Coordinator Survey Question #7Question 6 Skipped – Would you like Telephone Services Review

■ Do you use the online PDF telephone directory (NOTE: this is not the Portal directory)?

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■ Do you print the online PDF telephone directory?

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Telephone Coordinator Survey Conclusions

■ Keep the current level of details on bills■ We are adding summary detail on the bill for

subcode (Pinnacle) / account (PeopleSoft)■ Information available appears to be adequate■ PDF Directory use is roughly 50/50 – no strong

argument for maintaining over the long term. Portal online directory should be able to meet all needs identified. – 1200+ Directory updates in the past year / 100 per

month average

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AT&T Cellular Contract

■ Contract signed■ AT&T installing new antenna to improve campus coverage■ Sign ups to begin at AT&T on-site visit first week of

November■ All purchases must be approved by telephone coordinator

– You may pre-authorize individuals to sign up directly with AT&T during the on-site visit by completing the preauthorization form available on Service Desk website (see address on next slide)

– Please send a copy of the completed form to the Service Desk and have the individual bring the original to the AT&T booth in November

– Forward forms to Service Desk by October 28 or earlier to allow AT&T to be fully prepared in November.

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AT&T Cellular Contract

■ Consider business needs prior to approving iPhones– 2 year contracts vs. no contract– Higher equipment costs– Higher monthly plan costs

■ Equipment, rate plan information & pre-authorization form will be available at:

http://servicedesk.calpoly.edu/telephone_support/index.html■ First few months billing may be summary charges in

Pinnacle with associated AT&T paper bill until electronic file is available and tested– Longer term detailed charges/usage will be billed through Pinnacle

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New Telephone Services

■ Recent Calls – 20 button phone only■ Voicemail Notification■ Outgoing Caller ID■ For more information and forms to sign up for Voicemail

Notification or Outgoing Caller ID visit the Service Desk website at:

http://servicedesk.calpoly.edu/forms/telephone_forms.html■ Above new services will be processed on a first come/first

serve basis as time allows after primary baseline services (e.g. Adds/Moves/Changes & Cell phone processing)

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Telephone Bills – PDF Tips & Tricks

■ How to search within PDF■ How to print out individual sections of PDF

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Operational Information

■ Extended turnaround due to furloughs: 5 to 7 days. – Please give us as much notice as possible to ensure we can meet

your needs.

■ Updated website, please review and provide us any feedback you may have: http://servicedesk.calpoly.edu

■ Directory:– Title currently displays primary role– Staff in directory are all automated, we are unable to remove staff

from directory – why do people stay after they have departed (e.g. Instructors)

■ Telephone Team: Anita West, Susan Mundahl■ New Telephone Support Team Lead (11/1): Craig Schultz

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Questions & Answers

■ Open forum questions, answers

■Web: http://servicedesk.calpoly.edu

■ Contact: – Service Desk: 756-7000

[email protected]

pinnacle telephone billing system upgrade open forum i

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