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Summary
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.
Contents
Callers still call their local Campus Help Desk phone numbers:
- 603-862-2525 (UNH)
- 603-535-2525 (PSU)
- 603-358-2525 (KSC)
They then hear two general messages:
- Recording: You have reached the Technology Help Desk. Menu Items have changed. Please listen carefully.
- Recording: You can reset your password or claim your account at: MYACCOUNT DOT MICROSOFT DOT COM
What they hear next depends on the time of day and whether or not the Help Desks have phone agents logged in with the USNH Accounts skill (777) or backup USNH Accounts skill (778).
During Business Hours (M-F, 8-5) AND if USNH Accounts agents are logged in, then callers hear:
Recording:
If you are an instructor having trouble with Equipment in a USNH Classroom, please press < 1 > Now.
If you need help resetting your password, or if you are an incoming student or new employee who needs help activating your account, please press < 2 > to be transferred to an account specialist.
For all other Technology Support needs, please press < 3 > for the next available representative.
- If they press <1> or <3>, their call goes to Collegis.
- If they press <2>, their call goes to the next available USNH Accounts specialist.
Outside of Business Hours OR if no USNH Accounts agents are logged in, all calls go to Collegis.
At all times, when a call goes to Collegis, the caller hears:
Collegis Recording:
If this is an urgent Classroom Issue, please have your Building and Room number ready and Press 2 Now
For all other requests, please Press 1
- If they press <2>, their call skips to the front of the line ahead of other waiting callers.
- If they press <1>, they are in the normal queue for the next available Collegis agent
Illustration of new Help Desk Call Flow
Attached PDF Version of Illustration of new Help Desk Call Flow