EQUIPMENTThe Help Desk will have three digital display phone “hunt group”.Hunt Group: All phones are tied into the same incoming number and extension. If an incoming call is placed while one phone is being used and there is another phone in the hunt group that is not “busied out” then it will ring that phone. If all phones are busy, the incoming call goes into the Help Desk’s voice mail. The Help Desk phones will operate in the same matter that all other administrative phones do: If someone is on the phone with an end user attempting to resolve an issue and no other Help Desk Staff is present to answer the other phones then the call will go into voice mail.Phones: Venture Three-Line Telephone with Analog and Integrated Caller ID Price: Platform PC $329.28. Two Integrated Telephone System with Call Waiting, Caller Id 1- Line Platform PC $57.48. 3-Line Digital Answering Machine Platform PC $58.38. Three Plantronics Supra-Headsets Lightweight $196.11 Office Furniture Four 10500 Series 72 x 36 Single Pedestal Desks Medium Oak with 11” conference overhang on front, one box drawer, and one file drawer. Pedestal on left. Price: $1108.80. Four 2090 Series High Back Swivet/tilt Chairs; Black. Price: $784.36.Online Help desk ApplicationA great online help desk application that is inexpensive, and robust and easy to setup is FootPrints, which comes from a company called Unipress. It allows ticket tracking, dynamic FAQ creation. The software comes with some great administrative functions and assignment automation as well as a cool java remote control pad to operate it by users. In terms of architecture, a web-based system consists of a central web server that hosts the application and process requests to the system, with the actual data being stored on the same machine or on a separate server if required. Help desk agents can access the applicatio...
