Pedagogy

Instructional Systems Design Report – Trouble Shooting No Dialtone Calls

Revision 2

Revision 3

Introduction

This is a report on making a job reference guide for employees at Sovernet when they troubleshoot a no dial tone call. It will be focused on current technology but left broad enough to be adaptable to future deployment. It is being developed over the months from March to April in Ped II. The job reference guide is being created as a project focused on Instructional System Design as established by the peers of the Marlboro College Graduate School.

ASK Section

Background
Dial tone is regulated by the Public Service Board and needs to be on every customer’s phone. As a result the problem needs to be identified and resolved ASAP as well as documented for future reference.

Needs Assessment
The user will need to be trained in CostGuard database software for ticket tracking and Port Tracking Database for looking up critical information in regards to the phone line build out.

Task analysis
The user will need to locate the customer’s account. Once that has been established they will then need to identify the problem phone line(s). Once that has been established the proper section of the reference guide will need to be followed and documented in CostGuard through the final resolution.

Learning Objectives
The learner will be able to
1. properly select the correct type of troubleshooting based upon the line type.
2. gather the correct information from the customer in regards to the problem the line is having.
3. assist the customer towards a faster resolution through following all the correct steps towards a resolution.
4. pass along a problem to the appropriate group if they are unable to resolve the issue while on the phone with the customer.

Download the full report: ISDReport_PedII_Nye.docx