Thursday, March 14, 2019

Managed Help Desk



To Begin Immediately After Spring Break

We are planning to restructure technology department operations to establish a full time staffed Help Desk. This position will answer the help desk phone, monitor emails to the help desk, and direct field resources to high priority issues when necessary.

Improved Support
We have a goal in the technology department to improve the efficiency and effectiveness of our support efforts. It is key that all support requests are processed through our help desk system. Too many requests are currently made to technology department individuals by phone or email. This interrupts our workflow and skews the priority of what we are working on.

We will be encouraging people to make requests through the help desk, preferably with a help desk ticket. Eventually we will start funneling all phone calls and emails to the help desk for processing.

hours of operation monday through friday 8:00 am to 4:00 pm


Phone: 7990
Email: helpdesk@calschools.org
Services
The help desk technician will be responsible for the following:
  • answer the help desk phone 
  • monitor the help desk email
  • assist walk-in staff
  • resolve some issues immediately like resetting a password or voicemail PIN
  • remotely connect to a computer to troubleshoot and resolve issues
  • open help desk tickets
  • monitor help desk tickets and direct field resources when necessary
  • develop documentation
  • develop PD resources
Please note, the help desk phone and email is not a substitute for help desk tickets. It is a method to address higher priority issues more quickly. It is expected that staff still submit a help desk ticket for all technical support issues.

Timeline
The timeline is for this to go live after spring break.

Friday, January 11, 2019

Voicemail


The following are tips for using and managing your school district voicemail.

Access voicemail from a different school district phone

  1. From any school district phone, Press the Messages button. 
  2. Press the * key 
  3. Enter your ID (Extension), then press the # key 
  4. Enter your Password (PIN number), then press the # key 

Access your voicemail from an external phone
  1. Dial 616-528-6100 
  2. Enter your ID (Extension), then press the # key 
  3. Enter your Password (PIN number), then press the # key 
Basic Voicemail Controls:

Hear new message
1
Setup options
4
Send new message
2
Cancel or Backup
*
Review old message
3
Skip or Move Ahead
#

During Message
Playback
After Message
Playback
Restart Message
1
Repeat
1
Save
2
Save
2
Delete
3
Delete
3
Slow Playback
4
Replay
4


Forward Message
5
Fast Playback
6


Rewind, small
7
Rewind
7
Pause or Resume
8


Fast Forward
9
Play message summary
9

Voicemail to Email

You can have your voicemail messages forwarded to your email as an audio attachment. If you would like this feature enabled please submit a help desk ticket.

A different voicemail retention policy will be applied to your mailbox if Voicemail to Email is enabled.
  • Move New Messages to the Saved Messages Folder in 1 day 
  • Move Saved Messages to the Deleted Items Folder in 7 days 
  • Permanently Delete Messages in the Deleted Items Folder in 15 days


Thursday, November 8, 2018

Desktop Faxing

Send faxes directly from your computer.


A neat faxing feature with the new copy machines is desktop faxing. Essentially, anything you can
print you can fax by sending your print job to a Fax printer. Unfortunately this feature only works on Windows computers so if you are using a Mac it will not be available.

See the following knowledge base article Desktop Faxing for instructions on how to setup the Fax printer and send faxes from your computer.

http://kb.calschools.org/KnowledgebaseArticle50042.aspx

Tuesday, November 6, 2018

LanSchool

LanSchool is a classroom management software that provides a set of tools to help teachers manage the instructional environment when using student computers. LanSchool works with Chromebooks, Windows, Mac, and iOS devices. Use LanSchool with Google Classroom to provide a feature rich instructional environment.

Some of the uses include:

Teaching

  • Screen sharing - Broadcast the teacher screen to the rest of the class or select a student screen to demonstrate their work. 
  • Distribute polls and quizzes and share instant results
  • Use remote control with a student device to provide assistance
  • Blank student screens when you need their attention

Communications

  • Send a message to an individual student or group of students
  • Setup individual or group chats
  • Use audio chats
  • Provide quick answers to questions

To use LanSchool you will need to setup rosters of your classes. The following knowledge base articles will help you get started.


If you need additional assistance or have questions please submit a help desk ticket and someone will contact you to help.

Wednesday, October 3, 2018

Self Help Tools




The technology department strives to provide quality and timely service for everyone. These goals become more difficult the busier we become. We believe providing high quality self help tools will benefit everyone with less help desk tickets, shorter wait times, and our focus on more complex issues.

We are developing a knowledge base of articles addressing common frequently encountered technical support issues. Several new articles have recently been added to the knowledge base and we are starting to develop how to videos on some topics.
Image result for technology self help
New articles include how to:

  • Enable the accessibility checker in Word
  • Install and configure LANSchool
  • Importing a class into LANSchool
  • Creating a Google Form (Video)
  • Resetting your Keychain on your Mac
  • Sharing a Google Form with your class
  • Accessing the CCS "Software Center" on a Windows device
This brings the total number of articles in the knowledge base to 35. The technology department will continue to identify the most common and frequent issues we encounter for possible new knowledge base articles. We are also open to staff suggestions for new articles.

You can access the knowledge base at kb.calschools.org and browse the existing articles. Currently the knowledge base is only available from inside our network due to some of its sensitive information. There are plans to make it available from the Internet and either password protect the sensitive articles or the entire knowledge base.

If you received this post by email please take a few moments to complete this one question survey: https://goo.gl/forms/c2agZa0zXxMw1oYN2. This will help to identify how many people these postings are reaching. Thank you!

Tuesday, August 21, 2018

Welcome Back to a New School Year

There have been a lot of changes in technology over the last few months. Some of the changes are significant and will take time to identify and resolve all of the ensuing issues. 

Phone System - The phone system upgrade is the last major technology initiative that was part of the 2014 building project. This has involved a complete replacement of the entire phone system. The old Toshiba PBX system was expensive to operate and maintain. 

Student G-Suite Accounts - We have moved student G-Suite accounts from the students.calschools.org domain to the calschools.org domain. All devices and accounts are now in the calschools.org domain. This will simplify management for both the technology department and classroom teachers.

YouTube for Education - YouTube usage is now completely integrated with G-Suite. You must be logged on to a Caledonia G-Suite account to access YouTube. All staff have unrestricted access to YouTube content. Students have restricted access. 

When accessing a YouTube video a blue bar is displayed under the video indicating if the video is approved or is not approved for calschools.org. Staff can click on the approve button to approve the video for calschools.org users. Additionally, videos in your YouTube channels will automatically be approved for calschools.org users. This is a great way to organize your content and ensure it is available to students.

Account Authentication
We have enabled LDAP authentication for Infinite Campus and Fox Bright (Staff Portal). This means the same username and password you use to log on to the network is used for Infinite Campus and Fox Bright. Applications and services using LDAP authentication include:
  • Network/Computer
  • Wireless (CCS-Secure)
  • G-Suite Apps (email)
  • Infinite Campus
  • Staff Portal / Website Profile
  • Jabber - New phone system app
  • Help Desk
  • Phone Self Care Portal
  • More...
Technology Department Staff
Jordan Liszewski has accepted a job as the lead service technician for Family Sewing. We wish Jordan the best in this new endeavor and will miss his expertise and excellent customer service. We are searching for a replacement but will be starting the school year short handed. In the meantime, the current field technician building assignments is:

Matt Botsford - Caledonia Elementary, Kettle Lake Elementary, Paris Ridge Elementary, and Duncan Lake Middle School

Chris Worch - ECC, TMC, Admin, Dutton Elementary, Emmons Lake Elementary, and Kraft Meadows Middle School

Matt Bierema - High School North and South Campus

Account Automation
We have implemented scripts that will automatically create student accounts when they are entered in to Infinite Campus. The scripts run multiple times a day so students should have a G-Suite account within 2-3 hours of being entered in to Infinite Campus.

We are also running nightly scripts that create Meal Magic and Follett Destiny accounts.

Student Accounts
The standard student username for G-Suite is First Name + Last Name @calschools.org
The default password is: First Initial (CAP) + Student Id

Student accounts have been setup in NWEA, SRI, Read Live, DIBELS, IXL, and Typing Training for the appropriate grade levels.

The student username for SRI, Read Live, IXL, and Typing Training is their Student Id and the password is the same as above.

Technical Support
It is our goal to provide excellent technical support for your buildings and classrooms. However, the job is much larger than the resources we have available. We are constantly trying to prioritized support requests and meet everyone's needs in as timely fashion as possible. The most efficient way for us to manage the work load is to use help desk tickets. You can help us by providing detailed information about the problem you are experiencing and the best time/place to contact you. Also, don't hold back tickets because you think we are too busy. If there is a problem or you need help please let us know. 

Thank you for all you do!


Thursday, August 2, 2018

Staff Portal

Access to the Staff Portal on our website requires you to logon to Fox Bright.

www.calschools.org/staff-portal

​Logging in to Fox Bright has now changed to using your network (computer) username and password. This username and password is now used to log in to your Computer, Help Desk, Infinite Campus, Fox Bright, and other less common applications.

Managed Help Desk

To Begin Immediately After Spring Break We are planning to restructure technology department operations to establish a full time staffe...