1. 1 Pinnacle Telephone Billing System Upgrade Open Forum II April 7, 2009

2. 2 Agenda ■ Service Desk Staff Introductions ■ Announcements ■ Overview of New System Interface / Bills ■ Processes – What’s Changing / Staying the Same ■ Timeline ■ Questions and Answers

3. Service Desk – Telephone Support ■ David Ross – Service Desk Manager ■ Susan Mundahl-Rodriguez – Telephone Support Staff ■ Anita West – Telephone Support Staff ■ Don Ruxton – Telephone System Support 3

4. Announcements  The annual White/Yellow Page listing review is underway. – Watch for an email (from the Service Desk) with instructions & dates ■ Updates made through PeopleSoft Channel in the Portal will no longer affect the Portal Directory 4

5. 5 Pinnacle System Overview - Billing ■ Browser Recommendation – Firefox ■ How to Access: – Login to Cal Poly Portal (my.calpoly.edu) – Click Single Click Link (Teladmin) – Click the Accounts Tab at the Top of the Screen – Click on the Billing Report Name/Date to review – Click “View Report” button to View/Print/Save

6. 6 Accessing the System Select Teladmin from the Single Click channel via the Portal

7. System Home Page 7 Menu Options

8. Accounts Tab 8 Select the Accounts tab

9. Account Summary Screen 9 1. Select Billing Date 2. Select View Report

10. Monthly Account Bill Report 10

11. Searching in Pinnacle 11 To Perform a Search Click the Quick Search hyperlink below Account Billing. Once you’ve entered your search criteria, click the Search button to perform the search. Note: The wildcard in Pinnacle is the % key. You can click the calendar icons next to the Billing Date to select a date range or enter your Account Number or Account Name prefaced with the % key (ex. %134000%). The Save Search window opens and prompts for a Title & Description for the search you just created. The search will appear in the dropdown menu for your future use. Make Preferred will run this search every time you select Accounts. To save this Search, click Save.

12. Processes - What’s Staying the Same ■ Processes Staying the Same: – Personal support via ITS Service Desk » ITS-Service Desk, 756-7000 – The Add, Move or Change process will remain the same although we will shortly be working to upgrade our online request forms » www.servicedesk.calpoly.edu/forms 12

13. 13 Processes – What’s Changing ■ Processes Changing: – All Reports via Web – Account Provisioning Automatic: » We can only add new Services for employees after they are “Active” in the HR System (similar to email) » Users leaving with Services assigned will be flagged as “Inactive” for a grace period (TBD) to allow for a recruitment, etc. If Services are not reassigned after the grace period, the Services will be charged to the Department. – Customized “Names” are not supported under Department services.

14. Rollout Timeline 14 DateDeliverable Fall 2008 – PresentSystem setup: hardware setup, software installation/configuration, integration with existing university systems (e.g. portal, data warehouse), working with vendor to train on and configure new version of Pinnacle, LOTS of data migration and data cleansing Feb & Mar 2009Telephone Coordinator review of data, Directory and Service information. Production load Directory and Service information sent to Telephone Coordinators for review week of 3/2/2009 Mar 16-18, 2009Pinnacle version 4 and Telebill frozen for any changes to allow for migration of data to new Production Pinnacle version 6 system March 18, 2009All telephone, FAX and location Directory information switches to being pulled into data warehouse and portal online directory from Pinnacle version 6 Mar 18, 2009 – Apr 17, 2009Service Desk staff will process all telephone service requests in both Pinnacle version 4 and version 6 as a final test step April 17, 2009April bill will be run in both systems but will be provided to Telephone Coordinators from version 6 for the first time. Telephone coordinators will be provided access on April 18 and receive an email when their bills are ready

15. 15 Questions & Answers ■ Open forum questions & answers ■ Answers on the Web: – http://servicedesk.calpoly.edu ■ For more information, contact: – David Ross, Manager, ITS-Service Desk – ddross@calpoly.edu – 756-1360