System Guidelines for

CTI
Created by System Team

System Team

9/25/14

V 1.0

SYSTEM GUIDELINES FOR CTI

New Joiners Induction ............................................................................................................................ 2
User Account ....................................................................................................................................... 2
Mail Account ....................................................................................................................................... 2
Shared Location .................................................................................................................................. 2
Standard Software of CNSI.................................................................................................................. 2
Common URLs: .................................................................................................................................... 2
Dos in CTI ................................................................................................................................................ 3
Donts in CTI ............................................................................................................................................ 4
How to raise a ticket? ............................................................................................................................. 5
What does helpdesk site contain ............................................................................................................ 6

pg. 1

SYSTEM GUIDELINES FOR CTI

New Joiners Induction

User Account
Your user account will be the last name followed by the first letter of your name
For example:
Name: John Smith
User account: SmithJ
Mail Account
The standard naming procedure that we follow for the mail account is
First name.Last name@cns-inc.com
For example:
Name: John Smith
Mail ID: John.Smith@cns-inc.com
Shared Location
The common shared location where the standard software and the public folder for transferring
data are maintained is present at \\cns-inc.com\CTI
Standard Software of CNSI
The Systems team has categorized the software under three types:

Common utilities Where you can find all the common software needed for your machine
Development tools- Where you can find all the development tools
Official tools - This is where we maintain all the licenced software

You will not have rights to open any official tools. The licenced software that you need to install
should come through us via ticket.
Common URLs:

pg. 2

CTI helpdesk user portal - http://cti.cns-inc.com/ctihelpdesk

Outlook Web Access (OWA) - http://www.cns-inc.com/outlook
CTI Timesheet http://cti.cns-inc.com/ctitimesheet

SYSTEM GUIDELINES FOR CTI

Dos in CTI

Must attend the system-oriented sessions conducted by the Systems team.

Install and update Sophos Antivirus regularly.
If there is a virus warning or security warning, disconnect your system from the network and
inform the CTI Helpdesk (http://cti.cns-inc.com/ctihelpdesk) from a neighbouring system.

If there are hardware damages in your system, inform the CTI Helpdesk (http://cti.cnsinc.com/ctihelpdesk). You can contact CTI Helpdesk from a neighbouring system, if needed.

Install applications from \\cns-inc.com\cti\Softwares. The applications stored in the abovementioned location are treated as Official Applications/Software.

Use \\cns-inc.com\cti\Public exclusively for temporary sharing purpose. The data in this
location must be removed within a weeks time.

If you want to install applications that are not available in the above-mentioned location,
Project Managers approval is mandatory. In case if the software is not an open source, the
request must come through helpdesk ticket for further process

Store official (project-related/common) files/data in their respective servers and all other
information in the D: partition.

Restart your system at least once a week to successfully configure Windows Update.
Ensure the content of the ticket contains complete and correct details of the issue. Upload a
screenshot, if possible. Fill the Mandatory columns with correct details.

After raising a ticket, respond to the queries raised by the Systems team. If not, the Systems
team will close the ticket within three days.

Close the tickets as soon as the problem is resolved. If not, the Systems team will close the
ticket within three days.

Switch off the projector, when not in use.

Before leaving for the day, shut down your system.
If a project team stops using a project or repository, the project team must inform the Systems
team.

pg. 3

Print only if necessary. Save trees.

To print large volumes, get approval from the HR team and reserve the printer.
While leaving the office premises, take your laptop home or lock it in the cupboard.

SYSTEM GUIDELINES FOR CTI

Donts in CTI

Using CD, DVD, and Flash drives (Pen-drive, SD cards, external HDD, charging/connecting
mobile phones, camera through USB).

Sharing passwords.
Installing unofficial applications, plug-ins, and toolbars.
Downloading Music, Video, and unofficial data.
Listening/ Viewing online music and video.
Browsing through unofficial websites.
Using printer and scanner for personal use.
Using messaging software rather than Microsoft Lync.
Using VOIP/Telephone for personal purpose.
Formatting of Hard disk drive (HDD).
Editing network settings, system policy, and other OS defaults.
Using pirated software.
Connecting personal devices to the network.
Disturbing the network cables.
Swapping telephones, without prior notice.
Using online and offline gaming
Storing software installable files in your system.
Using official email system for unofficial purposes.
Sharing official documents with external entities. If anyone is found guilty, the top
management will be informed immediately.

pg. 4

Sending unrelated emails to CNSI mail groups.

Moving desktops between cubicle/location.
Involving in troubleshooting hardware issues and OS issues on your own.
Leaving laptops on the desk while leaving office.
Tailgating

SYSTEM GUIDELINES FOR CTI

How to raise a ticket?

Step 1: Login to the helpdesk portal using the URL - http://cti.cns-inc.com/ctihelpdesk
Step 2: In the home tab you can find the area where you can fill in the information of the ticket and
submit it

Summary: Summary has to explain about your issue in one line.

Description: Provide a brief description about the issue
Assign to: Select System for IT-related issue
Select Database for database-related issue
Category: The Systems team has categorized some commonly-faced issues. Please select them
according to the problem or leave it blank if it is not applicable.
Ext no: Always fill your extension number so that the Systems team can track you.
Location: Fill in your location to locate you.
Attachment: If you have any attachment, you can attach it to the ticket.
Note:
Please update the ticket whenever needed. This will help the Systems team to resolve the issue as
soon as possible. Tickets which are in non-responsive state for more than three days will be closed
by the admins.

pg. 5

SYSTEM GUIDELINES FOR CTI

What does helpdesk site contain

Recent IT articles
o It contains about IT articles like software updates, sales offers in CTI, current job
requirements in CTI

Support team information and timing

o You can find out about the system, DBA and admin teams timing information and
extension numbers

Payroll calendar
o This will be updated by the Finance team

Quick links
o Helps you to easily access the links which will be frequently used by you

3CX telephone directory

o Consists of a telephone directory in a PDF form which can be downloaded. It also
contains dialling guidelines for the conference calls etc.

Server information in CTI

o You can find the complete list of details about the servers in CTI with OS and the
employee who owns it.

SVN information
o You can find the complete list of details about the SVN (Sub versionings in CTI) and
the owner of it

New joiners induction

o Contains basic info that will help the new joiners

Knowledge Base
o Contains system related documents and KBs

pg. 6