** Classroom Emergency Issues **

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This article gives procedures on how to handle different classroom Emergencies.

Audience

24/7 Support Vendor

Procedure

 
Priority
 Determination Action
Emergency
 Requestor actively teaching a class with students present Perform Troubleshooting > escalate to Classroom Support queue> notify Onsite Team AV phone to appropriate campus: 
  • Essex: 443-610-0744
  • Catonsville: 443-695-8451
  • Dundalk AV: TBD
  • Randallstown / Hunt Valley: TBD
High
Requestor is schedule to teach a class within 1 - 2 hours
 Perform Trouble shooting > If unable to resolve escalated to the "Classroom Emergency" queue
Medium Requestor is scheduled to teach in the space within week or the next day Perform Trouble shooting > If unable to resolve escalate to the Classroom Support queue
Low User unfamiliar with the system or has a sufficient work around
Other than Audio or Visual Issues
Agent should always try basic Troubleshooting, If the issue still not resolved, Create & Escalate the ticket to Onsite with below information:
  • First & Last Name
  • Campus Name
  • Building Name
  • Room Number
  • Get class start day and time
  • Complete issue detail
  • Complete Troubleshooting steps

Note: Instructor stations are considered part of A/V even though it is a desktop computer).

Randallstown and Hunt Valley DO NOT have on-site IT support.

  • If you receive a call from either campus requesting classroom support, we should first attempt to resolve the request over the phone.
  • If user requires assistance in person, inform the user and Escalate the ticket.
  • Agents should respond with response template: Escalation > In-Person Support: Randallstown / Hunt Valley

 

Classroom Technicians Support Hours

Monday Tuesday Wednesday Thursday Friday
8:00am - 6:00pm 8:00am - 6:00pm 8:00am - 6:00pm 8:00am - 6:00pm 8:00am - 5:00pm

Troubleshooting Guides

Troubleshooting Internet

Verify the Ethernet cable is plugged securely into:

AV wall plate 

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The back of the PC

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Troubleshooting Audio
Troubleshooting Video

Verify that the projector is on. Projector button will be lit with a blue light when on.

Verify the correct input is set using the Pixie wall control or Crestron panel. The pixie wall control will be blue when connected to the projector connection.

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Check the video cable

Analog Room

Check the VGA cable is secured tightly to:

The AV wall plate

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to the back of the PC (the All in One Instructor Stations use an adapter).

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Digital Room

Check the AV Video cable is connected to the wall plate

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