|Title||Start Date & Time||End Date & Time|
|Service Restored: Google Calendar||Tuesday, June 18, 2019 - 8:22am||Tuesday, June 18, 2019 - 12:00pm|
|Service Maintenance Scheduled: Campus Websites||Wednesday, June 19, 2019 - 7:00am||Wednesday, June 19, 2019 - 7:10am|
|Service Maintenance Scheduled: Enterprise Database (Multiple Services Impacted)||Sunday, June 23, 2019 - 6:00am||Sunday, June 23, 2019 - 10:00am|
|Service Maintenance Scheduled: Enterprise Applications Including Campus Solutions & Portals||Sunday, June 23, 2019 - 6:00am||Sunday, June 23, 2019 - 6:00pm|
|Service Maintenance Scheduled: VPN Services||Tuesday, June 25, 2019 - 6:00am||Tuesday, June 25, 2019 - 7:30am|
|Service Maintenance Scheduled: Network Switches - Building-by-Building||Monday, March 25, 2019 (All day)||Monday, July 22, 2019 - 11:59pm|
Agent is a virtual identity. In other words, an agent is identified by a login and password and is assigned skill(s) that relate to the work of a certain Call Center. The agent associates his/her virtual agent identity with a physical telephone set by logging-in on that telephone. The agent controls the flow of calls to him/her by entering the "In" mode and returning to the "Out" mode. An agent would need to log-out only if they intend to associate their virtual agent identity with a different telephone set when they begin to take calls again.
Although each agent can perform same call answering functions, one agent, called the supervisor, has the ability to perform several other administrative functions as well. The following pages of this document are dedicated to is a list that further defines the functions of the supervisor and the agents.