Start of Day Procedures

Please note that in all failure events, you should repeat the process at least twice. Once you have confirmed that the process is, indeed failing you
may move on to the failure provisions.
Please perform these tasks, in this order, starting at 5:00am.
MNJ Help Desk – SOD Testing
1) Task: Log onto your desktop with your domain credentials.
ACCEPTED RESULT: Logon without generating errors. Have access to all needed network resources.
FAILURE ACTION: Check Network cable connections and restart workstation. Try backup workstation. If failed, call HD Supervisor.
2) Task: Launch and Login to ConnectWise Client
ACCEPTED RESULT: Login without errors being generated.
FAILURE ACTION: Open Internet Explorer and browse to https://connect.mnjtech.com. Enter credentials. If failed, call HD Supervisor.
3) Task: From your assigned IP Phone, dial 9-1-800-266-2278.
ACCEPTED RESULT: You should hear the greeting for Comcast Business Class Support.
FAILURE ACTION: Power cycle phone by unplugging network cable and re-plugging cable back in and re-test. If fail, call HD Supervisor.
4) Task: Use the AT&T POTS line to call 1-630-519-5322.
ACCEPTED RESULT: Call should enter Help Desk queue, then ring your assigned IP Phone. Answer call.
FAILURE ACTION: Call Comcast Business Class Support to open ticket and investigate.
5) Task: Use the AT&T POTS line to call 1-312-324-3490 and select option 1.
ACCEPTED RESULT: Call should enter Help Desk queue, then ring your assigned IP Phone. Answer call and verify duplex audio.
FAILURE ACTION: Check PacketTrap to see if Cisco Unity is down at MNJ Direct.
6) Task: Use the AT&T POTS line to call 1-800-988-1790.
ACCEPTED RESULT: Call should enter Help Desk queue, then ring your assigned IP Phone. Answer call and verify duplex audio.
FAILURE ACTION: Call AT&T Business Support to open ticket and investigate.
7) Task: Use the AT&T POTS line to call 1-630-749-4568.
ACCEPTED RESULT: Answer call from Equadial phone 2278 without issue and verify duplex audio.
FAILURE ACTION: Power cycle phone. If after retest issue occurs again, call HD Supervisor to investigate for Equadial.
8) Task: From HighTower Test phone 2556, Use Line Appearance 1(Century Link) to dial 9999 and then select option 1.
ACCEPTED RESULT: Call should enter Help Desk queue, then ring your assigned IP phone. You should be able to answer the call.
FAILURE ACTION: Verify queue is up and that you are ready status on agent. Retest. Call HD Supervisor if still failing.
9) Task: From HighTower Test phone 2556, Use Line Appearance 1(Century Link) to dial 8-1-800-266-2278.
ACCEPTED RESULT: You should be connected with Comcast business class support.
FAILURE ACTION:
10) Task: From your assigned IP Phone call 9-1-312-212-3208. **Complete next task before ending call**
ACCEPTED RESULT: Answer call on Line Appearance 1(Century Link) on the HighTower Test Phone 2556.
FAILURE ACTION:
11) Task: While on active call, on Hightower Test phone place call on hold for 10 seconds, resume call, then park call. Record park number.
Pick up parked call and transfer call to POTS line at 8-1-630-705-0254. Answer call on POTS phone.
ACCEPTED RESULT: Place call on hold, confirm hold music, park call, and transfer call to POTS line with no errors.
FAILURE ACTION:
12) Task: From your assigned IP Phone call 9-1-312-601-2050.
ACCEPTED RESULT: Answer call on Line Appearance 2(MetTel) on HighTower Test Phone 2556.
FAILURE ACTION:
13) Task: From HighTower Test phone 2556, use Line Appearance 2(MetTel) to dial 8-1-312-324-3490 and select option 1.
ACCEPTED RESULT: Call should enter Help Desk queue, then ring your assigned IP Phone. Answer call.
FAILURE ACTION:
14) Task: From HighTower Test phone 2556, use Line Appearance 2(MetTel) to dial 8-1-800-266-2278.
ACCEPTED RESULT: You should hear the greeting for Comcast Business Class Support.
FAILURE ACTION:
15) Task: From HighTower Test phone 2556, use Line Appearance 1(CenturyLink) to dial 8-011-331-6030-6053#.
ACCEPTED RESULT: You should hear the greeting for Disney Land Paris.
FAILURE ACTION: Call Jonathan.
16) Task: From your assigned IP phone place a call to 9-1-312-212-3208 and leave a test Voicemail.
ACCEPTED RESULT: Message Indicator light should light up on handset. You should receive an email with the audio file in the help desk
email account.
FAILURE ACTION:
17) Task: From HighTower Test Phone, press the messages button, enter passcode 12345#, record number of messages waiting, delete all
test voicemails. Move email from voicemail to Completed folder in Help Desk email.
ACCEPTED RESULT: Authenticate without errors and navigate the voicemail box without errors. Voicemail indicator light should go off.
FAILURE ACTION:

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 Start of Day Procedures
18) Task: From your assigned IP Phone, place test call to Equadial at 9-1-630-749-4568.
ACCEPTED RESULT: Answer call from Equadial phone without issue and verify duplex audio.
FAILURE ACTION:

19) Task: From SPA phone 2278, place a call to Help Desk at 1-800-988-1790.
ACCEPTED RESULT: Answer call from your assigned IP Phone without issue and verify duplex audio.
FAILURE ACTION:
20) Task: Launch Microsoft Outlook from your workstation.
ACCEPTED RESULT: No errors generated and you are able to view all inboxes.
FAILURE ACTION: Restart workstation. Retest. Identify source of error, investigate, resolve and retest. If failing still, call HD Supervisor.
21) Task: From within Outlook, browse to an existing message and open it.
ACCEPTED RESULT: No errors should be generated.
FAILURE ACTION: Restart Outlook. Retest. Restart Workstation. Retest. In Internet Explorer, browse to https://webmail.mnjtech.com
and enter your domain credentials. Retest. Call HD Supervisor if all retests fail.
22) Task: Print an email to the Help Desk Printer.
ACCEPTED RESULT: The print job should process without issue.
FAILURE ACTION: Verify printer is powered, On, has paper and is not jammed. Retest. Print to HP OJ576 if failing.
23) Task: From your MNJ Gmail account, send test email to helpdesk@mnjtech.com.
ACCEPTED RESULT: You should receive the email in the MNJ Inbox without issue.
FAILURE ACTION:
24) Task: Reply All to test email in step 22.
ACCEPTED RESULT: You should receive the message in your MNJ Gmail Inbox without issue.
FAILURE ACTION:
25) Task: Launch and Login to Packet Trap. Create tickets for any devices needing attention.
ACCEPTED RESULT: Application launches and allows login without issue.
FAILURE ACTION:
Hightower Call Replay Testing
26) Task: From your desktop, RDP to IMHDTS01. When asked for login credentials, use your MNJ domain user name and password.
ACCEPTED RESULT:
FAILURE ACTION:
27) Task: From IMHDTS01 desktop, RDP to X.X.X.X. When asked for login credentials, use password xxxXXXxxx
ACCEPTED RESULT:
FAILURE ACTION:
28) Task: Open web browser and browse to http://X.X.X.X:8080
ACCEPTED RESULT:
FAILURE ACTION:
29) Task: Log in using the user name “helpdesk” and the password “1sas04Ever”
ACCEPTED RESULT:
FAILURE ACTION:
30) Task: Place test call to 9-1-312-725-1473. Wait 5 seconds. End call. Refresh page to confirm call recorded. Logoff server and IMHDTS01.
ACCEPTED RESULT: You should hear static and you should see the call status update when you refresh the log..
FAILURE ACTION:
PBG SoD Testing
31) Task: Open Internet Explorer and Browse to mail.pbgltd.com
ACCEPTED RESULT:
FAILURE ACTION:
32) Task: Log in using “XXXXX” and default mnj password
ACCEPTED RESULT:
FAILURE ACTION:
33) Task: Log in using the remote desktop option with the same credentials.
ACCEPTED RESULT:
FAILURE ACTION: Enable Compatibility View under Tools and re-enter login credentials.
34) Task: Once connected to remote desktop, open a command prompt window and ping 8.8.8.8.
ACCEPTED RESULT: Results display 0% Lost Packets on all 4 pings.
FAILURE ACTION:
35) Task: Launch Outlook and verify it's connected to Exchange. Then send test email to helpdesk@mnjtech.com
ACCEPTED RESULT: Outlook launches, connects and after sending test email, Outlook status shows Sent, then Ready.
FAILURE ACTION:
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 Start of Day Procedures
36) Task: From a desk phone call the PBG main number: 9-1- 847-291-1400. You should reach the auto attendant.
ACCEPTED RESULT:
FAILURE ACTION:
37) Task: Open web Browser, browse to http://www.pbgltd.com
ACCEPTED RESULT: PBG dynamic page loads without errors.
FAILURE ACTION: Ping X.X.X.X. If greater than 0% loss, open ticket.
38) Task: Log off the remote computer and log into Kaseya.
ACCEPTED RESULT:
FAILURE ACTION:
39) Task: Hover over PBGSQL and select Drive Volumes. Record free C: drive space. Repeat for PBGSERV2.
ACCEPTED RESULT:
FAILURE ACTION:
40) Task: Log into Panda and check virus count and updates. https://www.pandacloudsecurity.com. Log in info is in configuration in CW.
ACCEPTED RESULT:
FAILURE ACTION:
41) Task: Open browser and go to https://X.X.X.X. Accept the certificate and confirm you reach the peplink page
ACCEPTED RESULT:
FAILURE ACTION:
42) Task: Open web browser and go to https://X.X.X.X. Accept the certificate and confirm you reach the peplink page.
ACCEPTED RESULT:
FAILURE ACTION:
43) Task: Retrieve the email from PBG-Veeambackup and confirm backups were successful. Record amount of data backed up for PBG SQL
and PBGServ2.
ACCEPTED RESULT:
FAILURE ACTION:
44) ON HOLD - Strauss & Malk SOD Testing – This ticket is auto-generated with Justin Roach assigned.
a. Use AnyConnect to VPN: vpn.straussmalk.com
Please use username “straussandmalk\administrator” and password “Bro#ThersX55”
b. RDP to ITPC and login with the administrator credentials.
c. Ping 8.8.8.8 and verify successful reply.
d. Launch MS Outlook via Citrix
i. All Programs \ Ctirix Applications \ MS Outlook XA6
e. Send email from Administrator email account to helpdesk@mnjtech.com
f. Send reply from MNJ account to S&M admin account
g. Exit from Outlook using File and Exit
h. Place a test call to 847-562-1400 and verify that the Strauss & Malk recording answers
i. Browse to https://mail.straussmalk.com/owa and verify the page displays correctly
i. Also verify that your earlier test emails are present in the sent and inbox folders
j. ON HOLD
Alert Ticket Creation
45) Please go through all alerts in the help desk inbox, creating tickets and contacting engineers as appropriate.
Emails
46) Please go through all client contact emails and respond to any service requests as appropriate.
47) Check tickets for early morning contacts
48) Please go through the service board and look for any tickets designated for an early morning contact per client request. Respond as
appropriate.
Team Packaging Testing 7:00AM
49) Task: From your desktop, open a web browser to https://X.X.X.X/ccmadmin. Log in using icare and password 1sas04Ever.
ACCEPTED RESULT: Portal loads Call Manager interface
FAILURE ACTION: Re-check login credentials entered. If failing still, ping X.X.X.X. If pings fail, engage Jonathan.
50) Task: Hover on Device, then select phone. Once page loads, enter “SEP” in search field and click “Find” button. Close browser.
ACCEPTED RESULT: All phones (not CIPC) show Registered status with IP address.
FAILURE ACTION:

51) Task: From assigned IP phone, place test call to 9-1-847-670-1125. You should reach the Auto Attendant.

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 Start of Day Procedures
ACCEPTED RESULT: Auto-Attendant or live person answers.
FAILURE ACTION:
52) Task: Open a remote desktop connection to IP X.X.X.X and click connect. Enter user name: mpc\icare and password.
ACCEPTED RESULT:
FAILURE ACTION:
53) Task: Once you connect, click VNC Viewer on taskbar and click “Connect”. Enter MNJ password and click ok.
ACCEPTED RESULT:
FAILURE ACTION:
54) Task: Once you reach a Windows 7 desktop, click the X at top of VNC window to close. Proceed to Logoff remote workstation.
ACCEPTED RESULT:
FAILURE ACTION:
Hitchcock SoD Testing 7:00AM
55) Task: Login to Kaseya and navigate to hitchcockdesigngroup.com – All Servers. Click green circle next to Debussy
ACCEPTED RESULT: New tab launches with Debussy interface options.
FAILURE ACTION:
56) Task: On left panel, click down arrow on Desktop access and select “Start VNC session”. Type “SOD” in Remote Control Note popup.
ACCEPTED RESULT:
FAILURE ACTION:
57) Task: Once remote video loads, click “Send Ctrl-Alt-Del” button at top of remote interface. Enter mnjtech password and click OK.
ACCEPTED RESULT:
FAILURE ACTION: If you don’t know the password, check your binder.
58) Task: Click Start button-> My Computer. Confirm J: and P: and be accessed two folders down each. Complete task 59 if task 58 fails.
ACCEPTED RESULT:
FAILURE ACTION:
59) Task: Click Start button-> Run -> type cmd and press enter. Type net use j: \\debussy\Napervilleoffice or
net use p: \\hitchcockdesigngroup.com\DFSTPNAP as necessary.
ACCEPTED RESULT: Missing drive should become available. Retest task 58. Enter notes on what was done to remedy.
FAILURE ACTION:
60) Task: Click Start button-> Logoff-> Logoff and close internet browser.
ACCEPTED RESULT:
FAILURE ACTION:
61) Task: Update all help desk and help desk staff tickets that are past due to current date for scheduling.

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