Classroom Technology Support

Overview

Classroom Technology Support (CTS) provides technical assistance using installed and portable equipment in classrooms supported by Information Technology Services at the Main, Ambler, and Center City campuses. Services include:

  • Providing assistance using equipment in classrooms for credit, non-credit courses and special events
  • Addressing issues in smart classrooms
  • Scheduling a one-on-one consultation on how to use equipment in classrooms
  • Requesting additional equipment to be delivered to classrooms
Support Overview: Provost/ITS Owned Rooms

Full Smart Classroom Support
(Monday - Thursday: 8:00 am to 10:00 pm, Friday: 8:00 am to 5:00 pm)

  • Classroom Technology Support (CTS) will respond to 100% of the following AMX help requests/tickets that come from credited courses/events during published hours of operation.

    CTS will work to resolve issues related to the following items:
    - A MX panel (Help Button)
    - Audio mixers
    - AV bridges (lapel, handheld & podium mics, multiple HDMI Video sources: Zoom sessions and lecture capture appliances, software and scheduling)
    - AV switchers
    - Distribution amplifiers
    - Master/controller
    - Power supply
    - Scalers
    - Video projectors
    - Apple TV/Kramer wireless projection
    - Auxiliary input
    - University clickers and polling software
    - Enterprise lecture capture (hardware, software, and scheduling)
    - Classroom instructor workstation (ITS room computer with enterprise image and enterprise ITS supported applications.
    - Support for faculty/instructor AccessNet accounts
    - Troubleshoot and refer network issues (e.g., TU Wireless) with Network Services
    - Enterprise management of RMS software (AMX/email, text and web interface alerts, lamp usage, power scheduling & VoIP).
    - Maintain spaces with a functioning RMS integrated help button and manage/follow a documented five-year upgrade plan.
    - Coordinate equipment replacements for damaged or failed AV/computer equipment.
    - Provide one-on-one training to faculty on AV/classroom equipment who are teaching in Provost owned shared smart classrooms.
    - Unlock and relock smart classrooms as needed according to the official university scheduling system (25-Live).
    - Support special events outside of published business hours with 2-weeks-notice and availability of staff; chargeable as outlined on the Rates page .

Room Requirements
Minimum requirements to be supported by CTS:

  • Must be scheduled in 25-Live.
  • Have a functioning RMS integrated help button.
  • Part of a documented five-year upgrade plan.
  • Technology is physically and/or remotely accessible to CTS staff.
  • Assigned Provost facility contact/building manager.

Metrics

  • Response time is 90% within 4 minutes.

Provost Office Responsibilities
Facilities and non-technology related requests:

  • Furniture
  • Painting
  • Window treatments (shades, blinds, curtains)
  • HVAC
  • Lighting
  • Pest control (e.g., animals in room)
  • Broken window shades
  • Classroom temperature
  • HVAC sound issues
  • Leaks
  • Lights or bank of lights out
  • Markers or batteries
  • Missing or broken furniture
  • Screen stuck up or down
  • Instructor requests to be moved
  • Other non-IT related items

Note: This information is subject to future changes.

Support Overview: School/College Owned Rooms

First-line of Smart Classroom Support
(Monday - Thursday: 8:00 am to 8:00 pm, Friday: 8:00 am to 5:00 pm)

  • Classroom Technology Support (CTS) will respond to 100% of the following AMX help requests/tickets that come from credited courses during published hours of operation.
  • Classroom Technology Support (CTS) will respond to 100% of the following AMX help requests/tickets that come from special events during published business hours with 2-weeks-notice and availability of staff.

CTS will work to resolve issues related to the following items:

  • AMX panel (Help Button)
  • Audio mixers
  • AV bridges (lapel, handheld & podium mics, multiple HDMI Video sources: Zoom sessions and lecture capture appliances, software and scheduling)
  • AV switchers
  • Distribution amplifiers
  • Master/controller
  • Power supply
  • Scalers
  • Video projectors
  • Apple TV/Kramer wireless projection
  • Auxiliary input
  • University clickers and polling software
  • Enterprise lecture capture (hardware, software, and scheduling)
  • Classroom instructor workstation (ITS room computer with enterprise image and enterprise ITS supported applications.
  • Support for faculty/instructor AccessNet accounts
  • Troubleshoot and refer network issues (e.g., TU Wireless) with Network Services
  • Enterprise management of RMS software (AMX/email, text and web interface alerts, lamp usage, power scheduling & VoIP).
  • Provide support for general smart classrooms (not labs or specialty rooms).
  • Unlock and relock smart classrooms as needed according to the official university scheduling system (25-Live).

Room Requirements
Minimum requirements to be supported by CTS:

  • Must be scheduled in 25-Live.
  • Have a functioning RMS integrated help button.=
  • Technology must be physically and/or remotely accessible to CTS staff.
  • Assigned school/college facility contact/building manager.

Metrics

  • Response time is 90% within 4 minutes.

School/College Responsibilities

  • The space and rooms belong to each of the school/college.  They are responsible for walkthroughs to ensure rooms are ready for the day.
  • Provide escalation contact person and support if room related issues cannot be resolved when CTS initially responds to classroom help requests.
  • Support non-credit events scheduled outside of normal business hours unless events have been pre-scheduled with CTS and approved and funded.
  • School/college owned smart classroom related Remedy tickets that have been transferred from the Help Desk directly to school/college IT.
    (Note: These should not be redirected to CTS.)
  • Equipment replacements for damaged or failed AV/computer equipment.
  • Unique hardware and software applications purchased/implemented by the school/college.
  • Support for all school/college computer image issues.
  • Provide one-on-one training to faculty on AV/classroom equipment for school/college smart classrooms.

Facilities and non-technology related requests

  • Furniture
  • Painting
  • Window treatments (shades, blinds, curtains)
  • HVAC
  • Lighting
  • Pest control (e.g., animals in room)
  • Broken window shades
  • Classroom temperature
  • HVAC sound issues
  • Leaks
  • Lights or bank of lights out
  • Markers, erasers, and batteries
  • Missing or broken furniture
  • Screen stuck up or down
  • Instructor requests to be moved
  • Other non-IT related items

Note: This information is subject to future changes.

110 Classroom Service Level Agreement

Smart Classroom Category Descriptions

Eligibility

Anyone who teaches a class or leads an event scheduled in a classroom supported by Information Technology Services during regular hours of operation.

Note: Service may be available after regular hours for $50/hour as outlined on the Rates page . Because of security, liability, transportation, and other issues, equipment and/or support services can only be provided for events held on a Temple University campus.

Classroom Technology Support may provide service for events scheduled outside the normal supported locations and hours if staff and equipment are available.

Requirements

Information Technology Services does not support all smart classrooms. Dedicated IT support staff in some Schools, Colleges, and Departments may provide smart classroom support. Additional information is available below under Supported Locations & Hours .

Note: Scheduling of classroom/event space is handled by schedulers within schools, colleges and campus departments.

Request Smart Classroom


​​​​​​​Main Campus

  • Temple faculty and staff can request academic space for a special event on any campus through the Room Request System under TUApplications on TUPortal .

Center City Campus

  • To request a smart classroom and/or use of a computer lab, contact Larry O'Reilly, IT Manager, at 215-204-4370 or at loreilly@temple.edu .
  • To request IT support in a classroom or computer lab, contact Larry O'Reilly, Information Technology Services, at 215-204-4370 or loreilly@temple.edu .

Ambler Campus

  • To request a smart classroom and/or use of a computer lab, contact Rhonda Geyer, Scheduling Office, at 267-468-8223 or rhonda.geyer@temple.edu .
  • To request a smart cart or other media equipment, contact Classroom Technology Support, at 267-468-8324 or amblerits@temple.edu .

Request IT Support


​​​​​​​Hotline Numbers

  • Main Campus 215-204-0797
  • Ambler Campus 267-468-8324
  • Center City Campus 215-204-1521

AMX Touch Panel

In many smart classrooms, you can obtain IT support by pressing the Help button on the AMX touch panel built into the instructor desk, podium or wall. The Help button sends an alert via text message, e-mail, and other communications directly to support staff. If a phone is in the room, you can also call one of the hotline numbers listed above.

Supported Locations & Hours

Please refer to the 110 Service Level Agreement for Main Campus Hours and Locations.

Document Cameras

Often described as modern versions of old overhead projectors, document cameras are especially designed to project images of documents and objects. In the classrooms, the document camera is connected to the projector and students are able to view projected items on the wall screen. For students who are attending a class that is simulcast via Zoom, projected items will be displayed on their device screen.

For more information, please see Learn the Tool: Using a Document Camera .

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