This article illustrates the new call flow into the campus Help Desks along with the voice prompts callers hear.  These changes were implemented August-September 2023 along with the shift to Collegis taking all phone calls 24/7/365.

How to log into the phone at the beginning of a Call Center phone shift, and how to log out at the end of the shift.

This article has instructions for logging out a Help Desk Call Center agent remotely.  Help Desk Supervisors/Jr. Shift workers who are logged into their supervisor agent, will be able to perform this task.

List of UNH-specific Help Desk Call Center Override Agents used in the Call Management System (CMS Override Agents).

How to use the phone buttons to control a call center agent's availability to answer calls.

This article provides an overview of Softphones at USNH including support details for use by ET&S support staff.

NEEDS REVIEW - This document details the Lifeline Number in use on the Service Desk at UNH.

This internal article for ET&S staff only provides instructions on how to purchase a Zoom license for use by an individual or USNH department. Includes instructions you can copy/paste into a ticket to send to the requestor.