Tech Tip from IT – Managing Phone Calls

Setup your office phone for remote work by Lisa Notarianni, Telecommunications Engineer

Tip 1: Forward your campus phone to your home or cell phone:

You can open a Royal Support ticket to request that your office phone be forwarded to another number.  Please include your campus phone number that you want forwarded and the number you want it forward to.  The number you provide will ring when your campus number is dialed. Be sure to state if you would like it sent only during normal business hours (M-F 8:30am-4:30pm).

Tip 2: Send your voicemail messages to your email:

Send your voice mail messages to your email to receive “wav” file for each voice mail you receive.  This is the most efficient way to manage voice mail while working remotely.  You will not need to call into the voice mail system to check if you have messages. Please open a Royal Support ticket to request to forward your voice mail to email.  Be sure to include your office phone number and email address.

Tip 3: Alternate Greeting

You can record a temporary greeting without having to change your standard greeting. You may want to record something like “Hello, you’ve reached “John Smith”, I am currently working remotely.  Please leave your name and number and I will return your call as soon as possible.”  This helps callers know you are working and will return their call if they leave a message.

Follow these steps:

  1. Call 570-941-2450
  2. Enter your “ID followed by #” (enter your 4 digit phone number)
  3. Enter your “Pin followed by #” (enter your voice mail password)
  4. Option 4 set up options (You do not need to wait for the prompts to finish paying
  5. Option 1 Greetings
  6. Alternate Greeting 2
  7. Press # for indefinite (no end date)
  8. Follow the prompts from there to record your alternate greeting and make it the current greeting

Tech Tip from IT Staff – Zoom Exhaustion is Real

Zoom Exhaustion is Real….. A few tips from Stephen Hickman, Executive Director of the Center for Mindful Self-Compassion and Susan Bowen, CIO.

  • Before starting your Zoom meeting, take a few moments to settle and ground yourself so you can give the person and the meeting your full attention.
  • When the meeting starts, take the time to greet each participant and notice each face.
  • Although we are fond of the “Brady Bunch Squares” or Gallery view choose “Speaker View” so that you can focus on the person who is speaking.  Doing this mimics a conference table where you are aware of everyone, but focused on who is speaking.
  • Decide not to multitask. Focus your attention in one area.
  • Take breaks between your Zoom sessions.  An idea to consider is a 50-minute hour that enables you to run to the restroom, get a drink of water, or attend to a child or pet!
  • Remind yourself this is new territory for all of us – practice patience and positivity.

Tech Tips from IT Staff – Communication Challenges

What’s In A Word? by Kathy Boock, Tech Support Center Analyst

Have you had the unfortunate experience of a colleague misinterpreting the context to your email or text message? Clear communication is perhaps one of the biggest challenges we face when we aren’t working face to face.

A disadvantage of communicating through either email or text message is that it can’t capture the all-important non-verbal cues of in-person communication. Things like voice inflection, facial expressions and body language significantly affect how someone understands a message’s meaning. A one-word reply may seem annoyed or angry. Humor may be misunderstood or even offensive. A lengthy message may seem rambling and pointless.

Here are some best practice suggestions to keep communication effective even at a distance.

  1. Determine the best method of communication for the message – Anything complex that might require further explanation should be handled with an email or a phone call.
  2. Be Concise if it takes you more than 30 seconds to type it, an email or phone call may be more appropriate.
  3. Remain Professional – save the cute or funny emojis for your personal texts only.
  4. Be Clear – Use texts for information that has little room for misinterpretation. Avoid attempts at humor or wit – without a lot of context, your message could get lost in translation.

Keeping these few things in mind may save you from unintended misunderstandings and keep professional relationships positive.

Tech Tips from IT Staff – Banner Tips and New Features

By Cindy Hricko, Manager Enterprise Application

Banner Tip 1: With Banner Job Submission, you have the ability to have the file go to the database, so you can view when it is finished running. Click to view instructions (authentication required).

Banner Tip 2:   Did you know that you can get to Self Service through the Banner Application Navigator page?

In other words, while in Banner, type Time Sheet (or any form that is Self Service Banner such as Student Profile) and it will appear in the drop down. Click on it and you will go to SSB.

Click the HOUSE icon within Self Service Banner and you go back to Banner Application Navigator.

Banner Tip 3: Did you know that you can go to the Employee Application Menu through Self Service? Under Employee Menu Tab -> Other Employee Functions->Applications Menu

Banner Tip 4:   Use of User Preferences in Banner is available with a recent Release of Banner. If you are on a Banner Form, such as, GOAEMAL, it currently only displays 3 records on each page as the default. If you would like to change to a larger number for every time you go into Banner… you now can. Change the number on the bottom  for the per page from 3 to 10 and then Click settings and Save Pagination Settings. Each time you go into the form now, it will have the value you have determined.  With the Restore Pagination Settings, it will revert back to the Ellucian baseline default. This new feature is across Banner forms.

Tech Tips from IT Staff – D2L Video and Quiz Tips

Uploading large videos to D2L with an iPhone by Patrick J. Mullarkey, Application Administrator

If you are a  faculty member looking to upload large videos to D2L that were recorded with an iPhone, take a moment to review this free iPhone/iPad app: Video Compress – Shrink Vids.

Using the Respondus Lockdown Browser tool when giving quizzes in D2L – Tony Gazoo, Application Administrator

With the increase in online testing, we would like to provide some guidance on the use of Respondus Lockdown Browser tool within D2L. The Respondus LDB can only be properly installed by students from within our D2L instance. Our recommendation is to create a “practice LDB” quiz in each course with one or two questions and enable it to require lockdown browser.  Instruct students to open the practice quiz and they will be prompted to download Respondus LDB before actually starting the quiz. They can then take the “practice LDB” quiz and be assured that Respondus LDB works on their computer before taking a real quiz. If they use the same computer to take subsequent quizzes, then they should be successful using the Respondus Lockdown Browser.

Click here for directions on how to enable Respondus Lockdown Browser on a quiz in D2L.

Tech Tips from IT Staff – Troubleshooting Technology

When you experience a computer issue, try a few basic things first – Karl Johns, Tech Support Center Analyst

  • Is everything plugged in properly and connected to a power source?
  • Try restarting your computer or device using a manual restart if necessary.
  • If you’re getting error messages, do a quick internet search to see what others suggest (and write those error messages down in case you do need to call the TSC).
  • Does your computer/tablet/phone have a pending update? Installing updates may fix your problem.

Make sure to include helpful information in your TSC phone message – Sam Falbo, Tech Support Center Analyst

When calling the Technology Support Center, please make sure to leave a message that not only includes your name and phone number, but also your Royal number and a brief description of your issue. Having this information is crucial for us to be most helpful, as it helps us to identifying several things early on.

Securely Sharing Files with Restricted Data

Although email is a useful and necessary means of communicating, it is not necessarily the most secure method for sharing important or sensitive documents. For example, an email does not simply go from the sender to the recipient instantaneously. Most emails have to travel across multiple networks and servers before arriving in their intended audience’s inbox. These pause points expose emails to attack, usually due to unsecured networks, vulnerable servers, and the people savvy enough to hack them.

The Division of Information Technology recommends that you share specific documents or entire folders using OneDrive (and/or SharePoint). You can review and edit permissions at any time.

Click here to view entire recommendation and step-by-step instructions.

Tech Tips from IT Staff – Staying Secure

Zoom Security Updates by Ikram Muhammad, Information Security Engineer

To maximize security and minimize risks while working remotely, please follow University safety and security that can be found on the Information Technology website. Zoom regularly releases software updates including updated security features. You should see reminders from Zoom and should apply these updates on a timely basis.

Safeguard your credentials as report information by Maureen Castaldi, Manager Database Management

While working from home remember to safeguard your credentials as well as output from reports that you run from Banner Admin, ARGOS and/or Employee Applications. Output should be saved to onedrive and/or H:/G: drives. In addition, reports run from Banner Admin can be saved to the database as documented here.

Duo is required to access remote.scranton.edu by Don McCall, Technology Support Center Analyst

Just a quick reminder that Duo is required to access remote.scranton.edu, but it does work a little bit different than usual. Right after signing in, the system automatically sends the Duo request, so be sure to have your phone handy the moment you sign in. In some cases, it even bypasses the popup notification on your phone. In that case, you may want to open the Duo app directly so that you can see the incoming login request.

Securely Sharing Files with Restricted Data

Although email is a useful and necessary means of communicating, it is not necessarily the most secure method for sharing important or sensitive documents. For example, an email does not simply go from the sender to the recipient instantaneously. Most emails have to travel across multiple networks and servers before arriving in their intended audience’s inbox. These pause points expose emails to attack, usually due to unsecured networks, vulnerable servers, and the people savvy enough to hack them.

The Division of Information Technology recommends that you share specific documents or entire folders using OneDrive (and/or SharePoint). You can review and edit permissions at any time.

Click here to view entire recommendation and step-by-step instructions.

Use Microsoft Forms to create a survey, quiz, or poll.

Microsoft Forms is an online program that lets you easily create surveys, quizzes and polls. It can be used to track meeting or event reservations, collect feedback or gather ideas. Once you have built your form, you can invite others to respond to your form using a link. Built-in analytics are available within the program to evaluate responses as they’re submitted. You can export your form data when needed.

Microsoft Forms is available to all students, faculty and staff free of charge as part of our Office 365 campus license. You can access Forms by going to https://forms.office.com/  and select Get Started.