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IVC Technical Support Services |
Interactive Video has multiple levels of support. The two main support resources for faculty are the IVC facilitator, and the Video Services Help Desk. If an IVC technical problem arises, contact the Video Services Help Desk immediately and complete an on-line IVC Trouble Report Form. The IVC Help Desk can be reached at: 223-8146 or (888)935-2006 Step 1 : The end user needs to trouble shoot the problem. The end user needs to perform basic trouble shooting such as verifing that the equipment is turned on, etc. If the end user can't resolve the problem, the next step is to contact the class facilitator at the remote site. Facilitators are trained to provide frontline support. Step 2 : The room Facilitator will trouble shoot the issue. For more information on the duties and responsibilities of IVC room facilitators, click here or refer to the IVC Facilitator Handbook. See a list of Interactive Video Classroom phone numbers. The facilitator supervisor is Michelle Cruz. Her email is mcruz2@austincc.edu and her phone number is 223-8077. Step 4 : If the Help Desk can't solve the issue, the local campus media center personnel will be contacted and will be asked to troubleshoot the problem at the appropriate IVC site. Step 5 : If the media center personnel can't resolve the problem, Video Help Desk, the Facilitator and Instructor will implement a contingency plan. A Video Help Desk staff member may need to come out to the site, contact the equipment vendor, or contact ACCNet. |
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