Calling In Troubles

• All NCIH sites need to take responsibility for reporting network transmission problems during NCIH video sessions.
• All trouble calls should be placed to the ITS NCIH Help Desk located in Raleigh N.C.
• The phone number for the NCIH Help Desk is 1-800-441-5296.
• If you are local you may call 919-754-6000.

You will need the following information when you call the ITS NCIH Help Desk:

1. Name and contact information
2. The name of your NCIH site
3. The video session ID number (which may be accessed via the Interactive Web Scheduler
4. The names of the other NCIH sites in the video session
5. The manufacturer, model, and software version of the Codec at your site

Please refer to the documentation on the NCIH Homepage for assistance with basic troubleshooting procedures.

Room facilitators should call the NCIH Help Desk when transmission problems occur. A trouble ticket will be opened, documented, and tracked. The NCIH Help Desk will attempt to diagnose and remedy the problem, and may notify the site's NCIH Room Integrator or NCIH Regional Coordinator .  If a site does not have the services of a current NCIH Room Integrator, that site will be responsible for resolving the problem in a timely manner. All sites should keep a log of session durations, associated contact information, and a detailed account of any troubles experienced.

If you have any questions or concerns regarding this procedure, please contact your NCIH Regional Coordinator .