General
Online Tour
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  • RC People you should already know...
    • Carol Jackson: your boss =) Response Center Manager. You can ask her anything.
    • Sylvia Bass: NACS Webmaster/Lead Consultant. You can ask her anything.
    • Chris Jones: THE Help Desk Consultant. You can ask him anything.
    • Jonathan Sarmiento: Ops Swing Shift Consultant. You can ask him anything.
  • RC People you will meet...
    • John Mangrich: Senior Consultant & Help Desk System Administrator. John is also part of CCS... ask him anything.
    • Steve Pickett: Ops Day Shift Consultant. Steve is also in charge of Wheels (our golf cart).
    • The rest of the student staff =P
  • You can get to know the rest of NACS at http://www.nacs.uci.edu/iip/pictures/staff2
  • Heres a little map of the NACS EG Offices: nacsegoffices.html
  • Get an actual tour from any RC Consultant =)

Obtain Access
  • Hydra: get an account setup
    EA: should already have an account
    E4E: get an account setup
    ITS: I have no idea what this is... (ok, now i do... its the Remedy program)
    ActAdmin: Try and login to it, if you dont have access, talk to Sarms or Chris or Sylvia or Carol... you know, the TOP DAWGS

  • IIP: Login: oacstaff | Password: "boxes" password
    CompCo: Login: nacsrc | Password: "rn2m" password
    Pharos: Login: Consultant | Password: "p4m" password
     
  • Alarm Code: Pick up a form from Alex Odyniec, fill it out, and return it to him.
  • Staff Key: Online Request Form
  • Mailbox: Yours is on the top row in the lunch room... if its not there, make sure you were hired. just kidding, talk to Patti...
  • T-shirt: You can pick up your T-shirt from Patti McCarthy (her office is in the business offices section)
  • Lanyard: You can get your lanyard+id.badge from Sylvia... her office is in the corner of the response center, shared with Steve Okura.

Phone Skills
  • Phone problems: click here | Voicemail problems: click here
  • Transferring Calls: To transfer calls, put the current caller on hold, pickup access2 (or whichever access is free), dial the extension you'd like to transfer them to, then during the first ring, hit the transfer button. You should typically talk to the person you're trying to reach, and let them know who you're transferring over to them before actually hitting transfer.
  • Common Hold: When there more calls than RC consultants, put your current caller on hold (POLITELY), pick up the incoming line(s) and place them on COMMON hold by hitting "8" instead of your current acces-line.
  • Group pick-up: Your phone is part of a Hunt group, so the incomming calls ring on every phone... in order to preserve each others line, instead of hitting the flashing button to pick up the call, hit "88" then pick up your handset. On two of the RC phones, the "88" is programmed into your bottom right corner button (41363 & 45695).
  • Call Divert: you hit blah
  • Program Ring: uhm, yah...
  • Using cordless headset: hm... are you Chris Jones? no? then why are you using the headset? do you think you're special? haha, just kidding... put the headset on, clip the battery/clip module to yourself, make sure the "talk" button is on, pickup the handset of the regular phone; you should now hear a dial-tone; press "C" to clear the call, now you should NOT hear a dial-tone; to pick up a call, press "access1" or "88."
    Location of spare battery: uhm, look around, in the drawer maybe?
  • Hunt-Group Ring Order: uh, yah, ok... front desk first, "andy's desk" second, desk1 (with the dell 500mhz), and lastly, desk2 (with the OLD mac).
  • Solicitors: tell them thanks but no thanks. just kidding... read on...
  • Referrals
    • If someone calls asking for a specific NACS employee by NAME, take down their name, call the person they're asking for, and ask if they would like that person to be transferred over. If they ask for "your IT manager" or something of that sort, they're most likely a solicitor. Tell them to email us at nacs@uci.edu with all the information regarding whatever they're selling, and we'll forward it accordingly.
    • EEE/IWT: send them over to DLP (x48505) be nice, he may sound all... whatever.
    • HSIS:
    • Residential Computing (x46375): any questions related about internet/ethernet access at a person's on-campus residence (dorms, VP, CV, AV, etc). Also, residents are required to register with resnet's DHCP server in order to access the internet. They need their UCInetID to register, so before referring them to ResNet, make sure their UCInetID and Password are in working order.
    • DCS: If you get an engineering student talking about his engineering account, refer him to either John Saska or Evans Curtis. If they simply need their ece account password reset, Chris Jones will be able to help them out. If you have a caller calling about a certain system, do a dbinfo on the machine to find out who is in charge of that machine, then contact them and transfer the caller.
    • IST: licensing issues... thats it... some licensing issues... ask lyle. bob hudack does alot of our licensing stuff... most licensing stuff we give to... ya, i guess, that works...
    • CSC (Computer Support Coordinator): If a faculty or staff is having problems with their computer, they should first contact their CSC about their problem. A list of the CSC's is in your local REDBOOK.
    • CLC (Computer Lab Coordinator): If someone calls about a problem regarding a lab that is not run by NACS, lookup the respective CLC and transfer them.
    • Registrar's office: Refer them to the registrars office if they need help with their TELE Pin #, or if they are a new student trying to activate, but they dont exist in our database yet. Student accounts are created according to Registrar data, which is updated every other day (as of 01/05/03).
    • UCI Computer Store: Refer people to the Computer Store when they want to purchase software that we dont offer, or if they need computer repair, etc.

  • UCI NACS Phone List

ActAdmin
  • Actadmin is now web-based! Logon via http://newactivate.uci.edu/admin
  • Queries: The first field it searches is UCInetIDs. In order to search other fields, you'll need to use fieldnames, such as:
    • name=demonstration
    • id=STU99999999
    • employee_id=EMP999999999
  • In order for you to reset someone's UCInetID, they must come to our office and show us a photo ID that matches them with the account needing to be reset.
  • If, for some special circumstance, they need it reset over the phone, talk to Chris Jones or Carol Jackson. (note: Faculty and Staff of certain departments can have theirs reset over the phone by calling their respective department. Check the redbook for more info: its the yellow page of the cheat sheet.)
  • Email Delivery Point (email forwarding): You can update their delivery point for them, or you can have them do it by updating their PH-info. If they are on the EA system, they'll need to create a .forward file. Here's the help page: http://www.nacs.uci.edu/help/handouts/forward.html
  • OLDUS: if they need their OLDUS info edited, they must speak to their Oldus Admin(s). Theres a link on the bottom right hand corner when you lookup their account info. (fyi: Online Directory Update System)
  • Logs: you can have your actadmin logs sent to you via e-mail. This is helpful when filling out your Remedy tickets... see below.

AR ITS Remedy
  • AR User: This is our system for keeping track of all the calls/walk-ins that we encounter. Run the program by clicking on the AR User icon on your desktop, from any of the RC machines.
  • Logon: the username and password to login is your UCInetID.
  • Submit Window is the only window you'll be filling out and submitting (the green one... close the blue window)
  • The main important information you get from the caller is their UCInetID. Once you fill in that data, it should populate the name fields, ID # field, phone number, department, and student or staff status. Fill in accordingly what wasnt populated (problem category and actions taken).
  • Make sure you close the ticket before submitting it, or you'll get a surprise in your e-mail.
  • If the name is too long, shorten it to 15 characters (including spaces).

CompCo
Trouble Ticket Steps
  • Get info from the caller:
    • callers name,
    • contact info,
    • problematic extension (or serial # of radio, or subnet of ethernet port),
    • description of the problem,
    • location of them and problematic phone/subnet.
    • note: they have to bring in the radio for repair if its a radio problem
  • Login to golden.ecs.uci.edu (CompCo)
  • Add the trouble ticket
  • Print the trouble ticket
  • note: if its a radio trouble ticket, you need to print to the 8x11 printer instead of the usual printer, and print TWO (2) copies.
Adding a Trouble Ticket (detailed screen shots || Phone/Radio/Network FAQ)
  • Connect to CompCo using SecureCRT (golden.ecs.uci.edu)
  • Login: nacsrc | Password: the "n2m" password
  • At the $ prompt, type "tms"
  • "Facilities Management" should be highlighted, then hit Enter.
  • "Trouble Tickets" should be highlighted, so hit Enter.
  • "Trouble Ticket" should be highlighted, so hit Enter.
  • hit F6 to add a new ticket
  • hit enter until you get to the NAME... fill that in, fill in the Phone extension of the CALLER...
  • hit enter until you reach the PHONE... fill that in
  • That should populate most of the info you need.
  • at the TROUBLE prompt, hit F2 and chooose the apprpriate symtom of the problem
  • hit enter until you reach the TROUBLE DESCRIPTION box, and type in a summary of the problem and any other notes (specific location, alternate contact, etc).

Corporate Time
  • Password Resets are handled by Andrew Laurence (x43966)
  • The web version of Corporate Time is located at http://calendar.uci.edu
  • To lookup the schedule for a resource, such as a lab, prefix your search string with "r:"
  • If someone is out of their office, you can use CT to see if they have something scheduled at the moment.

Software Checkout/Renewal
  • The new software checkout page is at: http://www.nacs.uci.edu/iip/rc/software_checkout
  • Fill in THEIR UCInetID and the serial Number of the software package
  • They provide the info for name, licensee, phone#, department, account controller, zotcode, and recharge number
  • Fill in your UCInetID where it says "input by"
  • Tell them the software is due 3 days from "today."

Digital Camera Checkout
  • Make sure they're not on the "blacklist"
  • Make sure they reserved the camera... if not, make sure the camera isnt reserved
  • Grab the Camera, put some batteries in it
  • Xerox 2 forms of the person's ID
  • Tell them to bring it back within 24 hours or they die
  • Check-In Procedures:
    • Rip the images off of the camera for them, using the USB/wannabeDVplug-thingamajiggy (Chrisj's or "Andy's" computer)
    • The computer sees the camera basically as an external hard drive. You can access it via my_computer/kodak...
    • Make sure the camera setting is on "Connect" and is powered on
    • Copy the files from the camera to the computer, then from the computer to the supplied disk (from whoever checked out the camera... we also sell diskettes/CDs for $1ea.)
    • give them back their ID from the binder
    • charge the batteries, and place the camera in the locked cabinet (oh, you need a key? that my friend, you must find on your own... and dont cheat by asking anyone!)

UCInetID Problems
  • If they do not remember their password, they'll have to come into our offices with a photo ID in order for us to reset the account. (note: Faculty and Staff of certain departments can have theirs reset over the phone by calling their respective department. Check the redbook for more info: its the yellow page of the cheat sheet.)
  • If they've changed their UCInetID and are having problems, do a ypmatch in EA of their new account. If there is no match, try their OLD account. If there is a match, the conversion wasnt finished. Talk to Lawrence Bolante about finishing the conversion (x41099).
  • If they cant login to any services (login.uci.edu or ea.nacs.uci.edu) then check if their account has been locked. If so, proceed to the PEO Locked accounts information.
  • If they'd like to change their UCInetID, they can read more information at: http://www.nacs.uci.edu/ucinetid/change-policy.html

Account Specific Problems
  • E-mail: contact CCS...
  • Engineering accounts: DCS... John Saska or Evans Curtis

PEO Locked Accounts

E-Mail Problems
pop server:
 pop.uci.edu
smtp server:
 smtp.uci.edu
imap server:
 imap.uci.edu
  • We have handouts on paper as well as online for setting up email: http://www.nacs.uci.edu/help/handouts/
  • If they are using Webmail, and their mail seems to return after deleting, then their inbox is full. Webmail does not function correctly when you are over your quota. Refer them to this nifty page Montie created: http://www.nacs.uci.edu/help/handouts/mail-overquota.html
  • If they cant send mail to a person, find out what the bounced error message was. If its "Can't Create Output," then the person whom they're sending email to cannot recieve the mail because of a full inbox.
  • If they cant send mail because of an SMTP error AND they're outside of the uci network, refer them to this page: http://www.nacs.uci.edu/computing/isp-smtp.html
  • If they're getting a pop error using webmail, then they're probably typing in their password wrong.
  • They can send mail through UCI's smtp within 15 minutes of "popping" onto our server.

Telephone Problems
  • If you can help them, great... otherwise, get help from Telephone and Billing Services x45123
  • If they need to press buttons for an automated menu, there is a "Tone" button on their phone which will allow them to send tones.
  • If they're phone is broken or needs service, put in a trouble ticket.

Voicemail Problems
  • The default Voicemail number is 8989. Their default infomail password is their extension; try both the 4 and 5 digit ones.
  • If they forget their password...
    • 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 phones 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.
  • If they need more help or have more questions/concerns, transfer them to telephone and billing x45123.
  • If they need an ANNOUNCE-ONLY infomail service, they need to submit a service request form.
  • that form is located at http://www.nacs.uci.edu/communication/telephone.html#price

Modem Problems
  • wow, people still use our modem pool?!?!
  • There is a rolling time limit quota... 10 hours per day, every 7 days.
  • The time limit applies to Prime Time usage only, 6pm - 1am.
  • The lifeline modem pool phone number is (949) 824 - 9999.
  • We do not offer any other access numbers. If they would like to be able to access the university resources through an alternate ISP, we reccomend ZotNet.

Radio Problems
  • I'm unaware of how to solve any radio problems other than submitting a trouble ticket and having them bring it in for service.
  • The Radio ID #s you will have to lookup are located in your local RedBook.

Network Problems
  • If they're an on-campus resident, transfer them to ResNet x46375.
  • They can find out their IP by using command line: ipconfig (win2k/xp) or winipcfg (win98/me) or by visiting http://whatismyip.com.
  • Calling from On-Campus: If they cant reach the outside internet, they're probably blocked. Check their IP against the block list at: http://www.nacs.uci.edu/iip/security/blockedsys.html
  • If they are blocked, transfer them to someone in the security department (Mike Iglesias or John Lenning).
  • If their port isnt working (the LED on the back of their computer isn't lit, indicating no connectivity) try pinging them. If you get no responsce, try pinging their gateway (128.200.subnet.1 or 128.195.subnet.1). If thats up, then just put in a trouble ticket. If the gateway is down, contact Mike Scott (x48374), John Dalenta (x44228), or Dawn Bergen (x44102).
  • Before entering a trouble ticket for a network problem, make sure the jack is supposed to be active by checking the Network User Stack. If it isnt listed, the jack was probably never activated, therefore they would have to submit a Network Request Form.
  • If they are trying to access an exchange mail server from off campus, they must use the VPN client. For more info, check the VPN page at: http://www.nacs.uci.edu/security/vpn.html. If they need help with VPN, ask a fellow consultant if they can take the call, or transfer them to Mike Iglesias.
  • If they're having a wireless problem, try helping them out... if you need further assistance, call John Iliescu (x46135).
  • Determine if it is a network problem. If the network is down, contact Mike Scott (x48374).

Basic UNIX Commands
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  • ls, dir, cd, i'll let ray do this part.
  • Oh, i thought of some more...
  • pine, ssh, ftp, etc...
  • ypmatch <ucinetid> listname
  • sudo quota -v <ucinetid>
  • ph <string> return all
  • man <keyword> (its the help pages)
  • ok, ray can do the rest =)