1. USER GROUP MEETING UMassOnline

2. Agenda Introducing: Patrick Masson Campus Updates UMOL Updates  Technology and Support Operations  Integration Support  Help Desk Support  Emerging Technology and Training Group Discussions Upcoming Events Vendor Presentation  Panapto: Beth Bellon

3. Procedures for Captioning Video and Other Media Instructors are responsible to submit all videos for captioning to the Ross Center at least thirty days before the viewing date of each video. Instructors must submit a copy of the course syllabus with each video. A hard copy disk of each video to be captioned is required. DVD is preferred. If VHS is submitted, there must be additional time allowed for conversion of the tape to a usable format. Copyright information should be provided as well. If the copyright status is not known, the Ross Center will search to secure permission to caption the video. This may delay the captioning process. If the video was made by the instructor, staff will note permission for captioning granted.

4. Under certain circumstances, only a transcript can be provided. The hard copies of videos will be sent off-site to a captioning service. They will not be available during that time-about thirty days. The instructor must register the video with the alternate format team at the Ross Center. Once it has been signed in, the Ross Center will take responsibility for security of the video. When it is sent for captioning, either by Fed Ex or a courier, the Ross Center is no longer responsible for the security. The original version of the video will be returned to the instructor when the captioned version is completed. After showing the video in class, the instructor must return the video to the Ross Center within 24 hours. Procedures for Captioning Video and Other Media (con’t)

5. For further information regarding captioning, please contact Valerie Claire Haven, Academic Technology Coordinator at the Ross Center:617.287.7425 or Valerie.haven@umb.edu. Procedures for Captioning Video and Other Media (con’t)

6. Technology and Support Operations Hotfix 1 and Patch Rollout on 4/28 CSIM – SEARCH Tool Status SP4 Updates & Plans Data Center Update

7. Integration Support Section Backups Helix V14 upgrade Live Classroom

8. Help Desk Support Perceptis Support Overview Summer Help Desk Check Lists  KB Updates Ticket Priority  Overview of Priority Status Supported Applications  Available on Confluence Questions?

9. Help Desk Support From November 2008 until now, Perceptis has handled over 34,600 requests from students and faculty

10. Total Interactions all Queues – Cumulative

11. Help Desk Support

12. Top Ticket Types for 2010

13. Help Desk Support Summer Help Desk Check Lists/KB Updates  Please submit any changes to documentation@perceptis.comdocumentation@perceptis.com  This information will also be added to Confluence Please remember to verify the information on the Perceptis Knowledgebase!

14. Help Desk Support Ticket Priority Status  What defines Priority levels?  What should be the speed to answer? Differences between Phone, Email, Chat Response Times Email speed to answer target SLA is 30 minutes April average speed to answer was 1:17 March average speed to answer was 3 minutes 30 seconds Phone speed to answer target SLA is 60 seconds Phone abandonment target rate is less that 5% April average speed to answer was 43 seconds April abandonment rate was 8% Chat speed to answer target SLA is 60 seconds or less April speed to answer was 51 seconds

15. Help Desk Support Perceptis Supported Applications  Includes updated list of LMS and Classroom Technologies  Blackboard CE & Vista  Sakai  Moodle  D2L  Wimba  ERP  PeopleSoft  Banner  General Tech  Google Docs, Connectivity, Linux OS Support, Anti-Virus, etc.

16. Help Desk Support Any Questions?

17. Emerging Technology and Training Spring 2010 Pilots  Respondus LDB  Wimba Pronto Upcoming Pilots  Blackboard 9.1  Respondus StudyMate Error Pages Training  Blackboard 9.x  Wimba Classroom 6.1

18. New Functionality for Wimba 6.1 Support for OS-compatible cameras and video devices Enhanced security via Secure Sockets Layer (SSL) New video bandwidth rate of 512 kbps New video window size of 640x480 Global default and maximum video bandwidth settings Hand Raised Chime Archive Reminder Disable Lobby One-to-One Video

19. Group Discussions How do campuses use the DIVISION layer?

20. Upcoming Events Servicings  Network Maintenance Windows: June 12 th and July 24 th (use TBD) Conferences  Fourth Annual Education Technology Conference: May 13, 2010 (UMass Boston – Healey Library)  BbWorld 2010: July 13 – 16 (Orlando, FL)  Campus Technology 2010: July 19 – 22 (Boston, MA)