Welcome to the Help Desk

Welcome to the Concordia University of Edmonton Help Desk.

This site is divided into two main help sections – one dedicated to help for staff and faculty and the other to help for students. You can navigate through the site using the primary links on the left-hand side of the page.

If you are searching for a solution to a problem, you can browse through the FAQ section for either staff and faculty, or for students.  If you do not find a solution to your problem, or would like further assistance, you can contact us.
 

News & Service Alerts

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On Wednesday, November 30 at 10 PM, we will be upgrading our Alfresco service to the latest version in order to address some deficiencies in the current version and enable some new features.  The service will be unavailable for approximately an hour.

Once the upgrade is complete, the service should appear and function much like the current version; however, one of the most notable new features is the ability to use Google Docs to edit Word, Excel, and Powerpoint files stored in Alfresco.

If you have any questions please contact helpdesk@concordia.ab.ca.

alfresco

We encountered a problem with our Alfresco (documents.concordia.ab.ca) server that necessitated restoring some site data from system backups. Documents that were uploaded to the system today (Tuesday, November 22) may need to be reuploaded.

Update (6:45 PM): The system is available once again and can be accessed at https://documents.concordia.ab.ca

We apologize for the inconvenience.  If you have any questions please contact helpdesk@concordia.ab.ca.

 

If you are interested to learn more about the features of the our New Avaya phone system, you are invited to one of the training sessions that will be conducted during the lunch hour of this week.
Choose from one of the schedules below:
September 20 (Tuesday), 12:30-1:30
September 21 (Wednesday), 12:00-1:00
September 22 (Thursday), 12:30-1:30
September 23 (Friday), 12:00-1:00

All sessions will be held in T104.

For those who cannot attend the sessions, a mini-guide is available for your reference.

IT Services welcomes everyone to a new school year!
For those who are new to the campus, we are located on the second floor of the Arnold Guebert Library in room L356. We are open Monday to Thursday, from 8:00am to 4:00pm, and Friday from 8:00am to 2:00pm, excluding campus holidays. For any inquiries, please send an email to helpdesk@concordia.ab.ca

Update on the Phone System (13-Sep-2016)

TheAvaya 9608G Handset old Nortel system has been shut down. You will find that you are unable to make or receive calls from Nortel system. This effectively makes the old system useless. IT Services will be coming to pickup the old phones from your offices in the next several weeks. Please do not bring them to IT Services right now as we do not have space for several hundred old phones.

Voicemail is now 100% working, but setting the email option in voicemail configuration to “Forward” you will be able to receive your voicemail messages via your Concordia email account. Thus you will not have to check the voicemail on your phone by enabling this option. The computer you listen to those messages one will need to have either speakers or headphones. IT Services is currently working with the bookstore to ensure there are a couple options for headsets for your computer. These should be available in the next few days either for departmental or personal purchase. Voicemail can still be accessed remotely by dialing +1 780 479 9399 or by dialing your own direct line at typing in *7 during your voicemail greeting.

Classroom phones are in the process of being deployed and configured. Due to the old phone system wiring being slightly behind current standards this is going to take time to correct. Phones will start appearing in classrooms again shortly.

 

Once again if you have any questions please direct them to helpdesk@concordia.ab.ca

 

Justin Eifert
Network Administrator
Concordia University of Edmonton

Phone System Outage and Cutover

 

9608_module2_374x270Once again, my apologies for the short notice on this. There have been some issues with our service provider communicating scheduling back to us, thus this date was confirmed on me only a short time ago. The PRI connecting the the existing Nortel phone system to our local telephone exchange will be moved on Friday Morning and reconnected to the new AVAYA phone system. I am expecting everything to be moved onto the new system and operational by Friday afternoon. 

Once switched over you will be able to send and receive calls from the new Avaya set on your desk. I will be coming by to log in everyone to their new phones tomorrow. Once logged in, I encourage you to spend a few minutes looking over the phone and trying it out. Voicemail can be accessed by pressing the button with the envelope and follow the instructions on the telephone screen. 

Once again we will be conducting training on these, and are in the process of setting up a schedule with multiple sessions allowing for whoever wants to attend the opportunity to do so. Unfortunately we have not had the time to set this up before hand. Thankfully with ease that most of you use the existing Nortel phones I am confident you will have little issue using these new phones. 

– Your phone extension remains unchanged

– Everyone else's phone extension remains unchanged

– You still dial 9 to get an outside line

– Transfer/Conference/forward are all there

– You still dial 5555 for security

If you have any questions, forward them to helpdesk@concordia.ab.ca and we will answer as soon as we can. 

Justin Eifert
Network Administrator

Phone System Outage and Cutover

 

My apologies for the short notice on this. There have been some issues with our service provider communicating scheduling back to us, thus this date was confirmed on me only a short time ago. The PRI connecting the the existing Nortel phone system to our local telephone exchange will be moved on Wednesday Morning and reconnected to the new AVAYA phone system. I am expecting everything to be moved onto the new system and operational by Wednesday afternoon. 

Once switched over you will be able to send and receive calls from the new Avaya set on your desk. I will be coming by to log in everyone to their new phones tomorrow. Once logged in, I encourage you to spend a few minutes looking over the phone and trying it out. Voicemail can be accessed by pressing the button with the envelope and follow the instructions on the telephone screen. 

Once again we will be conducting training on these, and are in the process of setting up a schedule with multiple sessions allowing for whoever wants to attend the opportunity to do so. Unfortunately we have not had the time to set this up before hand. Thankfully with ease that most of you use the existing Nortel phones I am confident you will have little issue using these new phones. 

– Your phone extension remains unchanged

– Everyone else's phone extension remains unchanged

– You still dial 9 to get an outside line

– Transfer/Conference/forward are all there

– You still dial 5555 for security

If you have any questions, forward them to helpdesk@concordia.ab.ca and we will answer as soon as we can. 

Justin Eifert
Network Administrator

Mobile Device Management – Update

 

adm-logoAround 10PM last night some of you may have noticed that your Concordia Google account you have added to your smartphone has prompted to accept and install some additional features to continue using your Concordia account on your smartphone. Back in June I had posted a blog entry about several incidents that provoked us to implement mobile device management solution on Concordia to protect both Concordia data as well as your personal data in the event your personal or Concordia owned mobile device is lost of compromised.

The original plan was to implement this in June, however due to some unforeseen events IT Services delayed the deployment of this until what was going to be Tuesday, due to a programming error deployment had taken place a couple days sooner.  We have be implemented and enforced a single policy to all Concordia employee accounts enabling the mobile device tracking for iOS and Android devices, specifically the “find my device” feature. This feature enables you, the device user, to locate your device via Android Device Manager which can be accessed via your computer or mobile device.

To reiterate: The Android Device Manager has several features. The main function enables you to locate your mobile device, an extended feature of this is the ability to cause your device to ring very loud regardless of whether the device is set to mute. This can be very helpful in finding a device that is hidden and possibly muted (possibly under a sofa cushion for example.) The second feature of the Android Device Manager is to give you the ability to remote wipe your device in the event that your device is lost and not recoverable (e.g. Your mobile device is stolen at the gym or dropped on a hiking trail.)

If you have any further questions, please direct them to helpdesk@concordia.ab.ca. I apologize for any inconvenience caused by this.

Justin Eifert
Network Administrator

 

 

 9608_module2_374x270 In the responses to the most recent surveys conducted by IT Services and the IT Strategy Group, modernization of the phone system was one of the most common themes. With that in mind, IT Services set out earlier this year to find a suitable replacement for our aging phone system. Our phone system has served us well, with only a handful of outages since its installation over two decades ago. Nevertheless, the increasing scarcity of replacement parts for the system as well as the challenges in maintaining legacy phone lines throughout campus have made the need for its replacement ever more acute.

After reviewing proposals from multiple providers, I'm happy to announce that Concordia will be proceeding to replace our existing Nortel phone system with a wholly-new phone system from Avaya (formerly a part of Lucent), a global leader in telephony and communications.

The new phone system has all of the features we currently enjoy at Concordia, but with a number of new features such as the ability to receive voicemail messages in your email box, and to make and receive phone calls from your PC or smartphone.

Beginning this month, IT Services will start deploying new telephones to everyone's desks. Each phone-equipped desk on campus will be provided with a call-display enabled phone with speakerphone capability. The new phones will be placed beside the existing phones and will become active once we transition from our existing Nortel system, after all of the handsets have been deployed. Classroom and meeting room conference phones will be replaced over the course of the summer, as well. The new and advanced features enabled by the new Avaya platform will be rolled out for September 2016.

Your phone extension (and external phone number, if applicable) will remain the same as they are today. Likewise, basic operations (e.g. dialing 9 before an outside call) will remain the same though, of course, button layout may be slightly different.

If you have any questions, please contact IT Services at helpdesk@concordia.ab.ca.

Ed Boraas
Chief Information Officer
Concordia University of Edmonton

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We have now completed the Moodle upgrade.  If you experience any problems, please contact IT Services at helpdesk@concordia.ab.ca or 780.479.9316

Thank you for your cooperation.