1. 1 Pinnacle Telephone Billing System Upgrade Open Forum I February 27, 2009

2. 2 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

3. Telephone Coordinator Survey Question #1 Would you prefer the detail provided for Local and Toll Free calls or just summary data? 3

4. Telephone Coordinator Survey Question #2 Would you prefer a more condensed version of the bill or the more readable version currently provided? 4

5. Telephone Coordinator Survey Question #3 Are you printing the new Pinnacle telephone bills? 5

6. Telephone Coordinator Survey Question #4 Are you able to get all the data you need from the bills? 6

7. Telephone Coordinator Survey Question #5 Is the Pinnacle online help and other online telephone support documentation available on the Service Desk website adequate? 7

8. Telephone Coordinator Survey Question #7 Question 6 Skipped – Would you like Telephone Services Review Do you use the online PDF telephone directory (NOTE: this is not the Portal directory)? 8

9. Telephone Coordinator Survey Question #8 Do you print the online PDF telephone directory? 9

10. 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 10

11. 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. 11

12. 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 12

13. 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) 13

14. Telephone Bills – PDF Tips & Tricks How to search within PDF How to print out individual sections of PDF 14

15. 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.eduhttp://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 15

16. 16 Questions & Answers Open forum questions, answers Web: http://servicedesk.calpoly.eduhttp://servicedesk.calpoly.edu Contact: – Service Desk: 756-7000 telecomservices@calpoly.edu telecomservices@calpoly.edu