• How do I use the Network Users Database? (replaces Hypercard lookup)
• Updated technicians' radio callsigns and contact information.

• Hypercard can only be run on a Macintosh, so find one.
• Go to the Apple Menu, select 'Chooser', and then click on 'AppleShare'
• Click on 'server IP address' and enter: gamera.ecs.uci.edu.
• Log on with the 'oacstaff' account and boxes password.
• Select 'Nestserver' if prompted. It should be on the desktop now. Double-Click on it.
• Open the 'nts-docs' folder, then 'UCInet'. Look for 'users' and drag it to the desktop.
• Rename the file so that it reads, 'users XX/XX/XX' where XX is the date.

• Overnight messages was once used when overnight/weekend Operators did not make trouble tickets. They would call in and leave a message so that consultants can check the next morning and write up the tickets. Now Operators are being trained in the ways of the consultants.
• To check for overnight messages, dial into the infomail system, x48989
• When asked for a password, input 8990. When asked for the mailbox number, enter 48990.

• Caller's name
• Contact's name
• Contact's phone #
• Phone # of phone that has problem, or subnet if it's a network problem
• Location
• Problem with phone or network


Note: Contact is the person to reach if we have any further questions

• Telnet into: golden.ecs.uci.edu
• Logon using the NACS RC account (or your individual account if you have one)
• At the prompt, type: tms
• Access "Trouble Tickets" field
• F3 and F4 scrolls forward and backward through the tickets
• F6 - adds a new ticket
• F2 - brings up a search for that field
• F10 - accepts and adds ticket into database
• Esc x 2 - go back from any menu

• Push F6 to add a new ticket
• Skip Ticket # field. It will be supplied automatically.
• Supply contact name and phone number they can be reached at
• In the "Phone/Ext field, enter the problematic 4-digit (not 5-digit) phone #, the 6-digit radio ID, station ID or subnet depending on problem. If a valid number is entered, the next few fields will be supplied as well. Otherwise an error message will appear. Re-enter the correct number or press 'Enter' to accept the current entry.
• If it is a phone or radio problem, go down to 'Item' field and hit F2 to do a search and pick what type of phone it is, or whatever else best fits the problem.
• A few sample listings:
  • SLID - Single Line Phone
  • 12MBI - 12 multi-button instrument
  • 36MBI - 36 multi-button instrument
  • DBC561 - Digital black super phone
  • 800MHZ MAINT - Radio (for radio problems)
  • FEAT1 - Feature Package 1 (for Calling Privilege problems, but rarely used)
  • VMAIL1 - Basic Voicemail Service (for Voicemail/Infomail problems)
    Note: Those with a 'Stop Bill' date are no longer serviced and should not be selected.

• Enter the correct 3-digit code in the 'Trouble' field, or push F2 to select from a list. Pick the problem that most resembles the problem.
• The 'Trouble Description' field is to clarify the problem or include notes/comments if necessary.
• F10 will complete the ticket and enter it into the database.


Notes about the 'Phone/Ext' field:
Compco is old and does not recognize the 5-digit campus dialing implemented late 2000, so use 4-digit extensions.
When entering subnet trouble tickets, enter: SUBNET ### (where ### is the actual subnet designation). You will be prompted with an error, asking for 'Enter' to accept. Press 'Enter' and move on.

• Go to ticket to be printed. If the ticket was just entered into the database, push Esc x 2 to go back to the ticket.
• F10 opens a menu. Select 'PRINT', or 'Print Trouble Ticket'.
• Push F2 to list and select from 'Report Names'. Pick the default option, 'Trouble Tickets for UCI'. (The other option, 'Trouble Tickets for UCI - Radio', is not functioning at this time, nor did it ever)
• A new window will open. The only field to change is the 'Queue/File Name'. By default, everything gets printed to the Technicians' Trailer, 'lp2'. '8x11' goes to the Central Plant, which is where radio trouble tickets go. F2 will also list those options.
• F10 will then queue and print the ticket. A completion message will appear. Pressing F10 again will take you back to Step 2. Esc x2 will take you back to the ticket.
  Shortcut: If the ticket does not need to go to Central Plant, after selecting the 'Report Name' (Step 3), press F10 three times and Esc twice.

• Push F7 to edit the ticket. CLOSED tickets cannot be changed.
• If the user has called back immediately and wants to change or discontinue a trouble ticket, just put it in the comments field in all caps and print it. Example: CANCEL TICKET!
• If some time has passed since the ticket was printed, call John Dalenta (x44228, radio ID: NACS-6), the head tech in charge of scheduling, and inform him of the change(s).

• Compco goes down at the beginning of each month for billing analysis.
• Use the web based form instead: http://www.nacs.uci.edu/iip/rc/print_trouble_ticket.html
• Make sure to obtain location and type of phone if possible from caller, since no database is tracked on the web based form. ph (UCI's electronic phonebook) is a useful tool for finding such information.
• When using the web-based trouble ticket report system, www.ecs.uci.edu/noc/print_trouble_ticket.html,  the system sometimes does not print after pushing the 'Print Ticket' button, so it is best to check if it reaches its destination.  If it does not, then find a way.

• My phone does not have a dial tone (Trouble Code 001: NDT - NO DIAL TONE).
• My calls get disconnected (Trouble Code 020: CALLS DISCONNECT).
• I cannot call this off-campus phone number (Trouble Code 023: CCO/CAN'T CALL OUT)
• Um...I dropped my phone and... OR Um...I spilled coffee on my phone and...(Most likely will be Trouble Code 001, but try to determine specific problem)
• My buttons are sticking (Trouble Code 006: DEFECTIVE TOUCH TONE PAD)
• My handset does not work (Trouble Code 003: BROKEN HANDSET)
• There is static on the line (Trouble Code 016: STATIC/CLICKING/POPPING)
• The clip on my cord is broken (Trouble Code 005: DEFECTIVE LINE CORD)
• Callers cannot hear me (Trouble Code 018: CBH/CAN'T BE HEARD)
• The faceplate on the jack is broken (Trouble Code 015: LOOSE JACK)

• Make sure to get all information pertaining (i.e. name, ext, location, problem).
• Ask the person for the serial number, which is located on sticker on back of radio. It is underneath the battery. The number will have a format like 466AWL6502 for example.
• Match serial number with documented radio inventory list to find identification number. The number should look like 700156 for example. When writing the ticket, put this number into "Phone/Ext" field in Compco.
• In the comments field, make sure to include the serial number and the problem with the radio.
• Tell the person that they need to drop the radio off at 2209 Central Plant.
• When printing the trouble ticket make sure to change the printer to the '8x11' printer so it is directed to the front desk at Central Plant.
• Print two tickets so the person can keep a copy for themselves because radio problems take 2+ weeks to resolve.

• If it is a network problem refer them to residential computing help desk at 824-6375.
• If it a phone problem then refer them to the housing office they are located in.
• Only if the housing office has specifically asked us to repair the problem, then make sure to put all the information in the trouble ticket. The information needed for residential phones are name, broken phone number, contact number and name of dorm (with building and room number). If it is a residential network problem, then the name, contact, subnet (if available), and location (dorm name, building and room number) are needed.

• Emergency phones include the following:
  
  • Those yellow emergency phones with blue lights located all around campus
  • Elevator emergency phones
  • Fire alarms
• This is just like a normal phone problem trouble ticket but instead of the normal 4 or 5-digit problem extension, the caller will provide a 2-digit designation for the phone.
• You will need to provide a 10-digit number for the 'Phone/Ext' field as follows, where XX is the 2-digit designation provided by the caller:
  • Yellow Emergency phones: 714PL332XX
  • Elevator Emergency phones: 714EL332XX
  • Fire Alarms: 714FA442XX
  Correctly entering the 10-digit number should fill the rest of the ticket out as normal.
• If you need assistance, John Dalenta (x44228) has a list of 2-digit designations and their appropriate locations.
  Theresa Barnes (x42264) can provide assistance with Compco.

• Press Esc two times to go up a menu until you get back to the terminal prompt.
• At the terminal prompt, type 'exit' to logout.

• Anything to do with new installations goes to billing, unless a new installation is not working properly.
• Billing questions.
• Questions regarding the movement of phone connections.
• Questions regarding wireless phone services or phone cards.
• Phone or Infomail/Voicemail classes.
• If you cannot answer questions regarding the usage of Infomail/Voicemail, direct them to Billing at x45123.  There are people there who can help.

• Unread messages stay on for 35 days
• Read messages that are saved stay for 60 days
• If the users wants to keep the message(s) for longer, they need to listen to the message(s) and save it again every 60 days
• The system goes down on the 1st of every month between 10pm and 11pm for back-ups.

• Tell the person they have to submit a written statement, requesting an Infomail/Voicemail password reset.
• They need to include their information (i.e. name, contact number, number of phone's voicemail that needs to be reset)
• In addition, they need to sign the statement. This is used for written verification purposes for billing.
• They must then submit the statement via fax (x42270) or through intercampus mail (ZOT 5475)
• The password will be reset in approximately  one working day.
  Inside note: It is done almost immediately after someone picks up the fax.
• The cost to do this is $10.

• First make sure they have followed the instructions outlined in the campus directory.
  To summarize:
  National: 9 + area code + 7-digit phone number
  International: 9 + 011 + country code + city code + phone number
  Off-campus operator: 9 + 0
  Note:A 1 following the 9 is not necessary, and tends to be the common cause of problems.
  
•  Dial number yourself to make sure.
• Write trouble ticket and make sure to state whether the call went through for you or not.
  Note: Every campus phone has a certain level of calling privileges, and could be a cause of problems.

Note: Callers can contact the campus operator (x0) to find out their level of calling privilege as well as obtain country codes for international dialing.

• UCI only supports NACS phone and equipment.

• Check weather page, weather.nts.uci.edu
• Immediately call Mike Scott (x48374) or Dawn Bergen (x44102)
• Get ready for a flood of phone calls, but trouble tickets for the same problem are not necessary.

• Obtain room location, port/jack number and subnet from the caller. They should know the room. The port/jack number can be found marked in the wall where the computer is connected to. Subnet is not necessary at this point, but would be nice if they knew it.
• Make sure that there is suppose to be an active connection by checking Hypercard. If so, make note of the station ID and subnet.
• If you cannot find the port in a recent Hypercard stack, then the port is most likely inactive. Tell the caller they must submit a service request order to activate the port, which can be found at http://www.nacs.uci.edu/communication/ECS_FORM.RTF
• When writing the trouble ticket, write the subnet in th form, "SUBNET ###" or "XXXX" in the Phone/Ext field, choose the most appropriate trouble code, and in the comments field include the location, port/jack number, station ID, subnet, and problem.

• You can tell if a subnet is down when you have written 2-3 trouble ticket that are in the same area, or someone reliable specifically tells you (generally a computer support coordinator).
• Subnet down is quite a serious problem, so make sure that it is a subnet down and not an individual ethernet down problem. Another way to check is to ping the subnet router: ping 128.200.subnet.1 or ping 128.195.subnet.1
• Immediately call John Dalenta (x44228), Mike Scott (x48374), Jon Iliescu (x46135), or Clyde Higashida (x49330). If they cannot be reached via phone, call them on the radio.

• Direct user to: www.oac.uci.edu/communication/ip_address_app.html
• If user has not gotten a response within the last 24 hours after filling out the form, direct user to e-mail the postmaster at postmaster@uci.edu

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What about listserv questions?

• Direct questions regarding the listserv should first be directed to the web page, www.nacs.uci.edu/communication/listserv.html. If they have specific questions and/or need to talk to someone, direct them to postmaster@uci.edu. The postmaster checks e-mail regularly and should respond soon, so there is no need for them to talk to the postmaster directly.

• The Network Users Database can be found here: http://www.nacs.uci.edu/iip/org/nsp/users
• You will be required to authenticate (via WebAuth) in order to use the database.
• Start by clicking on the "Search" button to show search fields. Typically the only field you need is the "Room Number" because that is all you have to work with.
• Input the building abbreviation (as documented in the Building Abbreviations List) and the room number. Sometimes the building number is needed instead of the abbreviation, especially for newer buildings. (eg. "415" instead of "MST" for the Multipurpose Science & Technology building)
• Click on the "submit" button to process your search requests.
• The search can take in partial inputs.
  Examples:
  • "adm 1" will list all rooms in the Administration building that start with 1, such as room 102 and room 199.
  • "bec ko" will list all Bren Events Center rooms that start with 'ko', such as the Koll Room.
• The listing will be seperate by columns, and below each entry is the comments field. Take note of this field because it shows important information such as subnet moves and disconnect dates.
• If the subnet is not listed in the appropriate field and the port is still active, you can find the subnet number from the "Connected Port" field - the last few numbers preceding the exclamation mark (!) indicate what the subnet # is (i.e. bps-mc-x149a!03 is subnet 149).
• Port/Jack numbers are at the end of the 'Station ID' field (i.e. gwc-ru1-b034 is jack 34).
• If the location is not listed, the room is not connected or your search query was incorrect. Remember to try partial listings or search by building number.

• HyperCard is used to find out what ports are active and which subnet(s) a room is on. The hypercard users stack is only available on a Macintosh.
• Open Hypercard by opening the most recent 'users' stack. Sometimes it will open Hypercard with an error and not load the users file. Go to 'File/Open Stack' and load the users stack.
• If a users stack is not available, then follow the procedures to copy the most recent version to the hard drive.
• Do a 'find' and enter the building abbreviation (as documented in the Building Abbreviations List) and the room number.
• Entering a partial room number will list all available rooms that start with that number.
  Examples:
  • "ADM 1" will list all rooms in the Administration building that start with 1, such as rm 102.
  • "BEC A" will list all Bren Events Center rooms that start with 'A', such as the Koll Room
• The comments field indicates whether the port is active.
• The last numbers in the 'Connected Port' field, preceding the exclamation mark (!) indicate what the subnet # is (i.e. bps-mc-x149a!03 is subnet 149).
• Port/Jack numbers are at the end of the 'Station ID' field (i.e. gwc-ru1-b033 is jack 33).
• If the location is not listed, the room is not connected.

• If a Pac Bell Technician or Construction Calls in for Questions you should call head tech, John Dalenta (x44228).

• Only subnets and classroom LANs receive immediate priority. Chancellors, professors, business offices, and everyone else receive the same priority - service within a 24-hour business period. If they insist on immediate attention, simply include "caller requests ASAP" or something to that effect. If they continue to pester or threaten for immediate assistance, direct them to John Dalenta (x44228).
  Inside Note: The technicians tend to work on orders from 7am-3:30pm. If a trouble ticket is put out in the morning, the techs will get to it in the afternoon. Afternoon trouble tickets will be resolved the next morning. Generally, if techs are not busy and it fits in their schedule, they work on tickets immediately.

• If many trouble tickets are being generated for the same problem or coming from the same area, then inform John Dalenta (x44228). Keep making trouble tickets for the problem unless told otherwise. It is best to ask the techs for the course of action to take.
  Examples of this situation are:
  1) Callers from various departments reporting delayed voice messages
  2) Many different subnets from University Tower are unable to see anybody outside their own subnet.
  3) Different callers reporting that they cannot connect to outside sites (due to loss of UCI's internet)

• If you need to reach a tech for important matters, contact them by phone, then the radio if the first fails. Dial x41459, x43934, or x41457 and wait for a tone. Enter tech's 6-digit radio code from below list.

• Pre-set call diversion point - this is where the phone will divert to when the user enables any of their diversion processes. This is set when they first activate their phone. By default, it will be set to their info/voicemail (x48989) if they have that service, else no point will be set. If they want to change their pre-set diversion point, then they must submit a service request form to change it.

• Here are some common problems and explanations:
  Divert when Busy: If the phone is busy, instead of getting a busy signal, the caller gets diverted to the pre-set diversion point.
  Divert when No Answer: If the phone is not answering, the caller gets diverted to the pre-set diversion point after 4 rings. Every other call after the first will divert after 2 rings.
  All Call Diversion: Phone does not ring, but immediately diverts to the pre-set diversion point.
  Follow-me Diversion: If not answered, phone will transfer to the phone exension entered when setting up this option.
  If someone does a 'Follow-me' diversion and neither phone picks up, the call will bounce back to the ORIGINAL phone's pre-set diversion point, if any.
  

• Group Pick-Up - A feature where a phone can pick up/answer another ringing phone by dialing '88', if it's within their group. (ex. NACS RC )

• Hunt Group - When someone calls in, this system will "hunt" for an available line and ring on it, and other phones within the group may answer via "group pick-up". (ex. NACS RC - x46116)

• When accessing the voice mail system (x48989 or 824-8989), the system will ask for a password. If the password does not correspond with the phone you are calling from, the system will then ask for a mailbox number, which would be the 5-digit extension.

• When info/voicemail password is reset, the new password will default to their 5-digit phone extension.

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