Protocol and Support

Gather information regarding the problem

• Where is the origin of the problem?

  • Is this a video conferencing system problem?

    • Is this a Cisco, Lifesize, Polycom, other video conferencing device?

    • Is this a problem on a mobile cart or in a classroom?

  • Is this a desktop system problem?

    • Is it a computer based or mobile device problem?

    • What is the application in question? (i.e. Clearsea, Scopia, Polycom RMX, Jabber, Other)

• Explain the problem

  • Is it a video problem? If so what is the problem.

  • Is it an audio problem? If so what is the problem.

  • Is there a problem with other distance learning equipment? If so what is the problem.

  • Other? If so what is the problem.

• What steps have you tried to resolve the problem?

• What level of attention is needed to solve the problem?

  • Urgent - needs immediate attention.

  • Does not need immediate attention.