Magazine article University Business

Temple University: Streamlining Tech Support

Magazine article University Business

Temple University: Streamlining Tech Support

Article excerpt

Consider the scene: an esteemed faculty member stands at a podium, about to lecture to a room full of eager students, and can't locate the document camera that's key to her presentation. Or a student who has worked for weeks to perfect his class presentation doesn't know how to hook up his laptop to the projector.

Thanks to AMX Resource Management Software, help is just a button away. Users--such as faculty, guest lecturers, or students--simply press "Help" on the touch panel located on the smart classroom podium. When the user confirms the help request, an alert is posted to a monitored web page and automatically sends email and text alerts to the appropriate technical support staff.

"Sometimes users are not familiar with the equipment, or a projector lamp burns out, or the system goes offline and they don't know what to do," says Michael Field, senior technical support specialist in Computer Services, Classroom Technology Support at Temple University. "They press 'Help' and we'll respond in person or by opening a remote connection to the touch panel. We can then send them a text alert with what to do, or that we are on the way."

Many touch panels can also accept phone calls through the VoIP gateway, Field says. …

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