Who supports the DTENs?

IT:  Configs, troubleshooting and support  (i.e. network connectivity issues, DTEN system issues, Zoom issues).  We can assist with troubleshooting network drops, participant limitation, in-conference audio issues such as feedback, echo, no sound, muting, poor video, no menu, etc. IT will also ensure that all DTEN firmware and software updates are applied to all 120 campus DTEN units.

When a problem is being investigated and it is determined to be a technical issue, IT will be the ones calling DTEN support when needed so teachers or LTT can focus on other tasks. Note, if the issue is training-based, we will ask the LTT or campus rep to coordinate training for staff.

Operations:   Installs DTENS, Swaps out for spares when needed, handles hardware issues and connectivity (Sound bar, lost remotes or pens, dual TV monitor setup, cables and peripherals, etc.)

Training / LTTs:  LTTs/Faculty Leads (Nancy Franklin, Alexis Schneider, Mark Depold, etc.) have two vitally important roles in the success of this, and any technical rollout.

• The first is to work with campus leadership to determine educational outcomes and from there, the best way to utilize and integrate the product (in this case, the DTEN) into daily instruction.
• The second critical role is to ensure that all faculty are able to successfully use the DTEN as a teaching device. This means coordinating either homegrown campus training opportunities, or coordinating training via DTEN product experts on a timeline that works for campus staff.  

 

Please note: At this time, each campus is choosing to use the DTENs in a slightly (or dramatically) different manner. It would be best to have some understanding of the base configuration that we, as a support team, can reasonably support. Currently, the base configuration includes the DTEN unit, an auxiliary TV monitor, and a laptop. Anything beyond that configuration will take time to test, understand inherent issues, research solutions, and come up with a training and/or support plan. 

Anyone choosing to add peripherals/devices/configuration such as iPad using AirPlay, or the overhead projector to their current environment, unnecessarily complicates their DTEN config and does so at the risk of productivity. This may be something we can grow into over time, but it's not wise to attempt to do too much, too soon.

We will do our best to provide support in all instances, but understand the system was designed to support a temporary, hybrid learning model with half of the students on campus and half working remotely, and may not support every possible scenario a teacher can imagine or want, to replicate an ideal in-class learning environment.  

Training-relating questions or “how tos” should be answered by the LTT or other teachers who are comfortable with the DTENs, since there are pedagogical considerations, campus outcomes, and faculty preference and comfort levels at play, none of which IT is currently aware.

A peer-training approach, coupled with clear direction and expectations from campus leadership, is consistent with how the campuses have successfully provided training on past initiatives. If there is a question raised during training, LTT/Lead trainers can reach out to IT, but can also reach out to DTEN support for answers. Feel free to loop in IT to ensure the following:

1) quality control

2) consistent messaging

3) compare suggested solutions to our internal goals, objectives, and limitations and

4) memorializing the solution in our help desk KB to benefit future teacher needs as they arise

Should you require support from a DTEN product expert, please feel free to contact our rep. Oai Lam or product expert Andy Burich at the following:

Jimmy Woo is our main PoC

Book a Meeting for training or advice on scenario planning

Andy Burich
Account Executive - Enterprise | DTEN
Cell: 408-813-4619
aburich@dten.com
Zoom: 408-813-4618