Transferring a Call to AudioVisual Support

Issue/Question

Client is experiencing technical difficulties (e.g. projector, classroom computer, audio, etc) within in a WKU classroom, conference room, auditorium, Zoom Room, or with digital signage.

Environment

  • WKU Classroom, Conference Room, Auditorium, Zoom Room, Digital Signage

Resolution

  1. Gather information from the client.
  2. Create a ticket documenting the issue.
  3. Inform the client that you will place them on a brief hold while you contact Audio Visual Support (AVS).
  4. Place the client on hold and call AV Support at 270-745-3809. Provide a short summary of the issue and let them know a ticket is being created.
  5. Confirm AVS is the correct responsible group before transferring the call and routing the ticket.
  6. Return to the client, inform them you are transferring them to AV Support, and complete the warm transfer.
  7. AV Support will continue assisting the client and complete the ticket created by the Service Desk.
If AV Support does not answer, route the ticket following normal escalation procedures.
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