I've been thinking of a better way to channel incoming calls to the help desk. This is hardly earth-shattering. Basically it's common sense. But I need to write it down or I'll forget it.
Current setup:
User calls the helpdesk extension (4025) and is prompted to select an extension based on a tech's name. If the tech is not available, user leaves a message. If tech is on vacation or something, the user has to dial again and try another one.
Better idea:
Helpdesk extension is its own number (still 4025) which rings at the four extensions of people who are normally in the office. Lynn, Zach, Doug and I each have an appearance of the line on our phones. We make a schedule of who is the primary help desk person and secondary help desk person at a particular time. When the line rings, the primary answers the call and immediately takes the basic information (caller name, affected computer, type of problem) before solving the issue or passing it along. If the primary is busy, the secondary gets it. If the primary and secondary are busy, one of the other two can take it, or it can go to voicemail. If voicemail is left on the help desk line, the appearance on all phones should blink so they know to check.
Even better idea:
Everybody just enters items on GLPI. But when tech systems are down, they'll have to call.
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