AV Improves "After Hours" Event Support with HOTLINE

Tuesday, August 28, 2012

Westminster College Audio Visual Services has made it easier to provide patrons troubleshooting assistance outside of the department's regular business hours. Through a newly created Google Voice support line, individuals in need can now reach "on call" technical support after 4:30 PM weekdays, and all weekend long.

The Google Voice "after hour support hotline" number is 724-610-9228 (strategically, the last 4 numbers spell "WCAV).  Whenever a person dials this number, it will ring up to 6 phone lines simultaneously.  Assigned AV technical support staff mobile phones will ring immediately, allowing trained professional staff to troubleshoot issues efficiently.

"As an academic support unit with an already stretched staff, many who have limitations on the number of hours they can work during the semester, we aren't equipped to provide on-site support for after-hours events. We're excited for our patrons that this attempts to help us address this," said Gary Swanson, AV Services Director.

Instructional Media Technician Andy Borts shared Swanson's enthusiasm for the service. "Many campus events occur in the evenings or on weekends, when the main AV office is closed.  With the implementation and weekly management of this new service, anyone who experiences AV problems during an event can call one main phone number, which will ring the phones of our trained student "on call" technicians. This means that we can help troubleshoot after hour AV issues for campus events with the same fast, reliable service as our online trouble report form. Google Voice also works with Gmail by logging when calls are placed and who placed them. These logs will be forwarded to our AV staff Westminster e-mail account, allowing for more reliable follow-up and tracking of AV technology issues," Borts said.

For more information on this new feature, contact AV Services at (724) 946-7188 or avstaff@westminster.edu.

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