MELA Meeting Minutes 2003 - 2017

support. When MGCCC IT called, they stated that Presidium provided poor service, incorrect or no answers, and were put on hold for an extended period of time. The students were frustrated and angry. Audra went back and forth with Hannah, under Joel with Presidium, and stated that L2 needs to handle the ticket. L2s are the DLCs. Julia stated that she was able to carbon copy the CSR back with the solution. Jennifer stated that there should be another option for tech support. Christian stated the contract runs out on June 30 th , 2010. Christian stated that he has already discussed the frustration of the group, but wonders how many calls are actually being answered correctly. If Presidium took 1000 calls, and only 100 were escalated incorrectly, that’s only 10%.. No matter what company we go with, we will always have some type of issue due to the MSVCC and the Identity Manager. Tish stated that a lot of the students do not know what type of information to provide the CSR Tish suggested that Presidium should have some type of role in the ET, search and get into the student Profile. Christian discussed an alternate tech support service, he said they charge the same as Presidium but he will bring them back to discuss with the DLC association. Audra suggested doing another meeting with Presidium and given them a timeline to correct issues. Christian stated that he has asked the DLCs for escalations in the past and only heard from two schools. Keri Cole stated that Presidium is trying to offer services across campus, but they should provide top notch support.. Christian is going to meet with the new Presidium managers. d. Blackboard 9: Christian stated that instructors can make modifications by going into the control panel. The guys from Athens will be at the CFTTC. There is a test server. It will take 7 days to upgrade to Blackboard 9. The site will be tested before going into live environment and only DLCs will have access to the testing environment. May have to back up the upgrade so that it doesn’t interfere with traditional class. DLCs will need to get dates for downtime. Christian will send a survey out next week. Customers that have gone from 8 to 9 have not experienced a lot of issues. Keri Cole asked about Administrative training. Terry stated that it is not much of a difference on the Administrative Tab. e. Primary Point of Contact – Tish provided a sheet to decide how to contact you first choice, second choice, third choice, etc. Audra Leverton stated that she has had a problem with the emails to Derrix being returned. Christian will create an email distribution for DLCs in order to help streamline communication. Beverlin has volunteered to allow Presidium escalations to come to her before they come to DLCs. f. Tish- Sending letters from Academic Deans once a year, pg.39 of the Policies and Procedures manual. We need to decide whether this is sent during the fall or spring. Keri Cole stated that in the Community site at the end of the letter it asks when you will send this letter out. Tish suggested sending this letter out in October. If sent out in October 2010 that would include fall 2009, spring 2010, and summer 2010. g. New withdrawals- h. Enrollment Tool Provisions i. Buffy Matthews stated that we still need to look at whether the entire grade distribution can be provided in the Enrollment Tool ii. Holly Melvin, DLC assistant role does not work properly. Holly also wanted the permitted material to be highlight on the proctor side, as it is on the DLC permissions.

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