SD Cell Phone Workflow

Henry Ho Updated by Henry Ho

BPS Wireless Phones - Service Desk Workflow

Deploying New/Replacement Phones

  1. Customer: Completes a BPS Wireless Phone Request (Form 50).
  2. Henry: Reviews request, prepares phone, opens Kace ticket, and places phone in "Assigned" bin in the Darkroom.
  3. Customer: Schedules an appointment and comes to pick up the phone.
  4. Service Desk: Reviews the Kace ticket, finds the Box Number, and retrieves phone.
    1. IF the customer is replacing an existing phone:
      1. Use existing SIM: Insert into new phone.
      2. Activating a new SIM: Go to Changing a SIM Number.
    2. Retrieve the old phone, then:
      1. Factory reset phone: Select Settings - General Management - Reset - Factory data reset.
      2. IF in good condition - Keep the phone in the front desk top drawer.
      3. IF NOT in good condition - Place the phone in the recycle box in the Darkroom.
  5. Service Desk: Powers on, connects, and sets up the device.
    1. WiFi Setup Instructions
      1. Select "BpsStaff" from the list of available networks.
      2. In the "Identity" field, enter 6-digit employee ID.
      3. For the password, use the BPS Gmail password.
      4. Under "CA certificate," choose "Don't Validate."
  6. Service Desk: Document the resolution, then close the ticket.

Reporting Lost/Stolen Phones

  1. Service Desk: Open a Kace ticket for Henry, including the user's name and cell phone number.
  2. Henry: Enters the customer's info in the portal and suspends the line for 30 days.
    1. If the device is not updated within the 30 days, it will automatically be canceled.
  3. Henry: Updates the data in BPS - MASTER WIRELESS PHONE LIST.

Canceling a Phone Line

  1. Service Desk: Open a Kace ticket for Henry, including the user's name and cell phone number.
  2. Henry: Enters the customer's info in the portal and cancels the line.
  3. Henry: Updates the data in BPS - MASTER WIRELESS PHONE LIST.

Logging into the T-Mobile Portal

  1. Service Desk: Go to https://statelocalgov.tmorders.com/portal/index/index.
  2. Service Desk: Use your BPS Gmail and Password to sign in.
  3. Service Desk: A 6-digit Pin will be sent to your Gmail, enter it in the portal.
    1. Service Desk: If you encounter any issues, send an email to Henry.
  4. Service Desk: Select Billing Account Number: 949233472 and click on SUBSCRIBER MANAGEMENT on the top.

Changing a Cell Phone Number

  1. Service Desk: Open a Kace ticket for Henry, including the user's name and cell phone number.
  2. Henry: Enters the customer's info in the portal and changes the phone number.
  3. Henry: Updates the data in BPS - MASTER WIRELESS PHONE LIST.

Accepting a Returned Phone 

  1. Service Desk: Open a Kace ticket for Henry, including the user's name and cell phone number.
  2. Service Desk: Retrieves phone and factory resets it.
  3. Service Desk: Drop off phone on Henry's Desk with the Kace ticket.
  4. Henry: Contacts the school leader/department head to cancel or reassign the phone.
    1. IF the school leader/department head wants to cancel the line:
      1. Cancels the line in the Portal and updates the BPS - MASTER WIRELESS PHONE LIST.
      2. Places phone in the "Unassigned" bin in the Darkroom.
    2. IF the school leader/department head wants to reassign the line to a new customer:
      1. Updates the BPS - MASTER WIRELESS PHONE LIST and generates a Kace ticket to the Customer to fill out Technology User Agreement.
      2. Places phone in the "Assigned" bin in the Darkroom.

Reassigning a Phone Number

  1. Service Desk: Provide the customer with the BPS Wireless Phone Request (Form 50)
  2. Henry: Updates the data in BPS - MASTER WIRELESS PHONE LIST.
  3. Henry: Generates a Kace ticket to the Customer to fill out Technology User Agreement.

FAQ

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