Process

• Check room number from phone used to call 3737 or ask the user.
• Open room solution document by searching for room or via the asset
• Remote on to camera if IP is in Solution document (make will be AVER or AXIS) password is in LastPass
• Open ticket use 3737 template and include room number and asset in ticket
• Depending on issue if needed remote on to PC using SCCM, confirm PC number in AD/Assets. 
• Depending on issue if needed remote on to touch panel (IPCP) is IP address is in the Solution Document 
   
  FAQ
• Nothing on projector
  1. Projector wall switch
  2. Projector on stand by
  3. System off
  4. Video mute
  5. Extended screen/ PC screen only (win+P)
  6. Wrong source selected
• No sound in room
  1. PC on wrong input(ping test to find correct one)
  2. Volume muted on PC
  3. Volume turned down on PC
  4. Volume muted on touch panel
  5. Volume turned down on touch panel
• No video in teams or Panopto
  1. Is there another application already using the camera feed
• No audio or mic in Teams
  1. Check device settings in Teams, speaker should match PC audio source (ping test for PC sound)
  2. Mic should match the one that shows levels in Sound settings
• No mic in Panopto
  1. Check mic selected and choose correct one. Correct one shows levels. 

3737 Escalations

• Update ticket with remote troubleshooting
• Message 3737 Escalations Teams Chat, detailing room number and location, brief description of the issue and linking the ticket.
• example:
• also best practice to use Edge rather than Chrome when using FS for tickets as when you copy and paste a link to a ticket is shows up better and saves you having to put the issue really if you edit the subject well enough. example below:
•