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Page 1 of 2 <br />Information Technology “Study Session Staff Report”, 3/25/24 <br />KITTITAS COUNTY <br />BOARD OF COUNTY COMMISSIONERS <br />STAFF REPORT FOR <br />STUDY SESSION <br /> <br />Information Technology <br /> <br />STUDY SESSION DATE: 2/26/24 <br /> <br />TOPIC: Discussion of New Phone System <br /> <br />ACTION REQUESTED: No Action - Information Only <br /> <br />LEAD STAFF: Doug Fessler and Zane Kinney <br /> <br />RECOMMENDATION: No recommendation. <br /> <br />BRIEFING SUMMARY: IT is working on implementing a new support phone system to <br />help users reach the right level of support while also improving user experience. <br /> <br />BACKGROUND: The system in place requires users to submit a support ticket through <br />CAMAS which is problematic when in need of immediate assistance. There has been a <br />history of users who’d submit a ticket through CAMAS which would cause the ticket to <br />be obscured in the ticket queue and may not get noticed immediately. <br /> <br />DISCUSSION: IT has been developing a support phone system that will help users <br />identify their level of urgency and guide them on how to reach the proper level of <br />support. The new system will have 1 phone line lead to an auto attendant that will give 2 <br />options. The 1st option will lead to support and the 2nd option will lead to the <br />administrative desk to handle salesman and vendors. <br /> <br />Calling support will lead to an auto attendant that will list 3 levels of urgency options. <br />The 1st option will cover minor issues and the 2nd will cover urgent issues. These options <br />will reach the bottom level of support (support team) and go up the chain of command as <br />needed. It’s highly being considered giving each support desk worker a county owned <br />phone for when they’re in the field and there’s no coverage at the desk. Any missed calls <br />going to the support desk will be redirected to their county phone. <br /> <br />The 3rd option from the auto attendant will connect directly to the directors/managers <br />desk phones. Any missed calls to the manager’s desk phones will be redirected to their <br />personal cell phones. This option will only be for emergencies and only be accessible to <br />department heads, elected officials, and certain employees. The idea for this option is to <br />reach the top level of support (managers) and go down the chain of command. <br /> <br />FISCAL IMPACTS: No fiscal impact to the budget. <br /> <br />ATTACHMENTS: Exhibit 1 – Phone Tree Diagram.