Harold Pakulat, IST–CS
In early August 2007, the IST Service Desk will begin using an automatic call distribution (ACD) system and a new primary phone number for improved access to several IST services. The exact timing of the ACD introduction will depend on final testing and configuration. A notification with the specific date of this change will be sent out prior to implementation.
The new primary Service Desk number will be 642-8500.
Initially, this number will handle all incoming calls for voice repair (642-9053), business applications (643-1589), mainframe security account inquiries, and other more general service desk inquiries (642-4920). The legacy numbers, and several older related numbers, will continue to work for a conversion period of approximately three months and will be forwarded to the new 642-8500 number.
Whether dialing 642-8500 directly, or being forwarded from one of the legacy numbers, callers will be presented with a brief greeting and four menu options corresponding to the services above. After making their selection, they will be directed to the appropriate analyst.
The ACD voice tree configuration will change as the Service Desk continues to evolve and consolidate other service numbers into the primary 642-8500 number. As noted, during the initial conversion period, the old service desk, voice repair, and business applications numbers will be maintained. However, we recommend that customers use the new 642-8500 number, since the legacy phone numbers will be phased out. The new Service Desk web page will be continually updated to identify the most appropriate contact number for support with various technology issues.
The current ACD technology will be an interim solution. The Service Desk expects to move toward a more robust PBX solution in early 2008, when IST makes the PBX more widely available.
If you have any questions or concerns about this change, please contact the Service Desk at or contact me directly at
[ iNews | Search | IST | UC Berkeley Computing | UC Berkeley ]
iNews: UC Berkeley information technology news channels
Copyright 2007, The Regents of the University of California