Teleworking Technology Guide and Checklist. UW Information Technology. November 2012

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1 Teleworking Technology Guide and Checklist UW Information Technology November

2 Contents Teleworking Technology Guide for UW Faculty and Staff... 3 UW Information Technology Service Catalog and IT Connect... 3 Policies... 3 Getting Connected , Calendaring and Task Management Clients on your workstation... 6 Other Contacts... 8 Hardware and Software... 9 Hardware... 9 Software... 9 Security Security Secure your knowledge Secure your computer Secure your access to the campus network Secure your wireless connection Telephones and Conferencing Service Making Telephone Calls Forwarding Campus Telephone Calls Conferencing Services UW Teleworking Checklist

3 Teleworking Technology Guide for UW Faculty and Staff This guide is a resource for services available from UW Information Technology that will help make you a successful teleworker during a timeframe when you work from a home office location. It does not cover any HR related concerns or topics. There are policies and certain expectations that you should take into consideration. Always check with your local departmental technical support staff to make sure your home based teleworking arrangements are compatible with approaches used by your department, unit or campus. Gather the proper approvals and check with your manager concerning teleworking. Follow guidelines and policies developed by Human Resources (HR) and local HR representatives. Security of all information and work product is a key item to be addressed. UW Information Technology Service Catalog and IT Connect Various links will be given throughout this guide; however, two major resources for computing and telephony are: UW Information Technology Service Catalog an online resource of services offered by UW IT IT Connect an online resource for connecting the UW to technology topics and services. Policies This document covers only the technical aspects of teleworking. When discussing teleworking options with your manager, be sure to use the following resources: HR Policy: Appropriate Use of UW Resources Information Security Laws and Regulations 3

4 Getting Connected To connect to the campus network and resources from home, you'll need to obtain a connection through a local Internet Service Provider (ISP). A local ISP will provide you with a high speed connection to the Internet. This connection will either be DSL, Cable, or Home Wireless. We do not recommend dial up. Some local ISPs are listed below: This is not a definitive list and as a state agency their inclusion here does not imply recommendation. Comcast (cable) Frontier Communications (FIOS or DSL) Century Link (DSL) Clear Communications (3G or 4G) Various Other 3 rd Party Vendors While connected through your internet connection, your computer is not part of the campus "network space," and there is no campus wide standard for connecting to your unit's file server or web server. You can often get around this limitation using a virtual private network (VPN) connection. Please discuss your server access needs with your local technical support provider and see the Security section of this guide. 4

5 Accessing Your Office Computer and Files on It When you need access to your office workstation and/or the files on it while you are teleworking, plan how you will get to those data resources. If you have a laptop, your best option is to take it home with you. You should have all your files and applications available locally. If you are using different computers at work and at home, a flash drive is useful for transferring large files. Windows OS and Macintosh OS based computers have file sharing capabilities. We recommend that you turn off anonymous access to your files to secure your computers. Remote desktop software is a way of working on your office workstation from a remote location and having access to all of the files and applications at your office. Microsoft publishes a free remote desktop software application called Remote Desktop Connection Client. It is available on all Windows computers and can be downloaded from Microsoft for Mac OSX computers. In addition there are other RDP clients available from Microsoft and Google., including products from Apple and Google. When using remote desktop software, Please keep the following in mind: Your office computer must be turned on. Your home computer must have remote desktop software and your office computer must have remote connections enabled. Your department networking configuration must allow remote desktop connections (problems may include hardware or software firewalls on the departmental network segment) Electronic file shares are available via the network as a mapped drive in windows. Although written primarily for Nebula service subscribers, this link from IT Connect can be very helpful to connecting to your office computer. If you are a Nebula customer you may ask questions of Nebula support; if you are not a Nebula customer, please do not contact Nebula Support with questions. 5

6 , Calendaring and Task Management UW Information Technology provides a variety of options for service. UW also known as Web Alpine and Deskmail (no additional cost is included in the basic bundle of service from UW IT) For more information, visit: UW Exchange Local (Additional cost.) For more information, visit: UW Google Apps (No additional cost some departments are not allowed to use this service) For more information, visit: UW Windows Live (No additional cost some departments are not allowed to use this service) For more information, visit: Some departments run their own service. For services offered by your unit or department, ask local departmental technical support how to access this service from off campus. Clients on your workstation If you use the same computer at work and at home, your is probably already set up now and should continue to work. If you use a different computer at work and at home you have the following choices o UW Web Alpine o UW Exchange Outlook 2010 or Outlook Web Access o UW Google Apps Gmail o UW Windows Live Outlook Web Application With the exception of UW , all other services offer a calendar to set up meetings and appointments and task management capability. There may be some issues in integrating the calendaring and task management services with other campus faculty and staff members. For other services offered by your unit or department, ask local departmental technical support how to access them from off campus. Option 1 Read using Remote Desktop to your office computer or using mobile devices (smartphones or tablets) Accessing your , calendar, and tasks through a familiar interface such as your office computer and mobile device are options that can be done with little additional effort compared to other options. See the section: Accessing your Office Computer and the Files on It. Option 2 Forwarding If you cannot access your through your office computer, you may forward to a private address such as Yahoo, Gmail, Hotmail, etc. Change your forwarding using the follow page: 6

7 While this might be helpful, this option does not address calendaring and task management. 7

8 Getting Help Knowing who to contact for assistance with teleworking issues can be complicated. Many units prefer to have their users start with local technical support. If your question deals with a campus wide service, the best place to start is the UW IT Service Center Online form Phone In person UW IT Service Center is located at the UW Tower C 3000 Staffing hours Monday Friday, 8:00 a.m. to 8:00 p.m. Saturday: Closed Sunday, 1:00 p.m. to 8:00 p.m. The Service Center is closed on University holidays and may have limited hours on December 24th and the day before Thanksgiving. Other Contacts If your question deals with hardware or software specifically for your unit or department, contact your local technical support provider. If it's an issue with connectivity, you may also want to contact your home ISP (Internet service provider). For issues concerning teleworking policies and guidelines, reimbursements, etc., please contact your local human resources office. 8

9 Hardware and Software Hardware The computer you use for teleworking should meet the minimum specifications recommended by your departmental support staff. In addition to the information you receive from your department, teleworking has a few additional items to think about. Teleworking is made simpler when you use the same laptop computer at home and at work. This arrangement means o You don't need to transfer files from one computer to another. o You don't have to install the same software on multiple computers. o It is easier to manage . If you have a mobile device (smartphone, iphone, BlackBerry, etc.) you may be able to access some services through it, but the device may not support your full range of technology needs. You will likely need a computer for efficient and extended teleworking. If you will be using a voice application such as a softphone on your computer, you may need headphones and a microphone. If you will be doing desktop video conferencing, you will need a webcam (in addition to a microphone and headphones). Software Please check with your local technical support provider before purchasing or installing any work related software. They may also be a source for software required for teleworking. The software you use in your job tasks will need to be installed on your teleworking computer. Many of the most commonly used applications are available at a reduced or no cost through the UWare Program. For details view the following link: You should also check with your local technical support provider to learn if your department or unit has additional local licensing arrangements for software particular to your function. 9

10 Text Messaging Text messaging is becoming an increasingly important tool for personal communication, supplementing or replacing traditional telephone and . Text messaging is particularly attractive for informal communications. Your unit may even decide to use this as a workaround if service is unavailable during a campus emergency. Note: Use of instant text messaging via applications like AOL Instant Messenger or Google Talk is ubiquitous, but check with your local technical support providers to find out if there is a preferred instant messaging service in your department, unit or campus. Instant messaging and voice and video chatting services are free to install. However, you cannot use these services efficiently unless the people you need to communicate with are also using the same service. If there is a specific person or team you wish to contact this way, it's easiest to simply agree on using a particular service. UW IT offers several options for messaging, voice and video conferencing. Google Talk via the UW Google Apps for Education ( Adobe Connect via UW IT contract ( conferencing for largegroups with adobe connect.html) Lync via the Telephony Upgrade Project (contact the UW IT Service Center or Security Be aware that instant messaging programs increase your exposure to malware installations and phishing attempts. Be sure you're talking to someone you know and trust before you answer any questions, open a transferred file, or click on a link in a message. Specific security practices to employ when using instant messengers: Don't run Instant Messenger software while logged in with administrative privileges. Never run these types of applications on a computer that hosts sensitive, regulated, or confidential data. Be very cautious about accepting items offered via file transfer. Even coming from someone you trust, it may be malicious software that is propagating itself via their computer. Read the license agreement carefully. If you don't agree to the terms, don't use the software. 10

11 Security Securing your computer against viruses, malware, and attacks is always important, and is even more crucial when working from home, where you are outside a number of protective layers built into the UW Network. UW IT provides a license that can be used on home computers for teleworking from Sophos, which is available through the UWare program. For details view the following link: Secure your knowledge Remember that you need to appropriately protect UW data when teleworking from home. Faculty and staff must comply with all UW policies. Please visit the following site to help prepare you with security concerns: If you are required to access information that requires 2 factor authentication, such as using an Entrust token, please take your Entrust token home with you. Secure your computer You should always run an anti virus program, set up a firewall, and take other safety measures to secure your computer against viruses and malware. If you use a public computer to access an account, be sure to logout or lock the computer if you have to walk away for any amount of time. When you are through for the day, please be sure to log off. Secure your access to the campus network If you need a secure connection to campus, you can use VPN (Virtual Private Network). First you connect to the internet through your local ISP, and then you connect to a VPN. Once connected, your computer will behave as if it were physically attached to the campus network. If you are accessing any sensitive data or file shares located on a server, you should be using a VPN. For more details on how a VPN works, please view the following article: Secure your wireless connection Home wireless networks should always run with a secure password to prevent unauthorized use. The manuals that come with a wireless router should provide detailed information on how to secure your home wireless network. 11

12 Telephones and Conferencing Service Making Telephone Calls Option 1 Use your Cellular/Mobile Phone or SmartPhone Using a cellular phone is acceptable. Be sure to check the plan associated with the phone you will be using to make calls. Whether it is a personal cellular phone or smartphone or a UW cellular phone or smartphone, you should check the plan to be sure you have sufficient minutes for the month. You should also check the plan for sufficient texting and data available per month prior to using this capability. Option 2 Use the Regional Calling Service (RCS) UW IT manages a network of phones that provide UW dial tone to off campus numbers. (No additional charge for this service) View details at: Option 3 Use a calling card Using a calling card to place a call is a good option. Receiving a call is not covered with this option. This option does allow you to avoid large charges on a cellular or smartphone or landline. (There is a charge of cents/minute based on national and international calling locations. Contact the UW IT Service Center at or for this service) Option 4 Use a Voice over IP (VoIP) Phone UW IT offers an option that allows you to setup a Voice over Internet Protocol phone at home. The service provides you a VoIP phone, power supply and Ethernet cables to attach to a home router. Keep in mind that you should already have a broadband internet connection provided by a local ISP, and use a router to provide your internet connectivity, before this is a viable option. (There is an additional charge of approximately 8.50/month for this service.) View the following for more details: Forwarding Campus Telephone Calls Option 1 Extension to Cellular Using a service called Extension to Cellular (or EC500); you can receive calls placed to your oncampus landline phone number on your cell phone. When someone calls your campus phone, both your campus phone and your cell phone ring, and you can answer either one. You can turn the service off and on to fit your work patterns. Voic capability remains available, but it 12

13 defaults to the voice messaging system you use on your on campus phone. (No additional cost) Send requests for this service to or call the UW IT Service Center at Option 2 Call Forwarding Service Using a service called Call Forwarding, you can receive calls placed to your on campus landline phone number on your landline at home. When someone calls your on campus phone, the call forwards to the new number. It leaves the UW network, and voice messaging is handled by your home voice messaging system. (No additional cost) Send requests for this service to or call the UW IT Service Center at Note: Be cautious when using this service that the number you are forwarding to is setup correctly: Test the forwarded number prior to leaving to ensure that the digits entered were correct and that your calls are going where you desire them to go. Make sure that if you are forwarding a business line to a personal line that you are aware callers will be presented with your personal voic greeting at that location if you miss the call there. A business caller might be forwarded to a family s home number where there is a family specific voic greeting. Conferencing Services Conferencing services are available for Audio, Video and Web, and Other Conference Options as outlined below. Costs for each option are shown by linking to the pages on IT Connect. Please note: Conferencing options should be established well in advance of the anticipated use. The conference options listed below require some lead time to setup and establish; please plan on submitting your request by giving UW IT a few days advance notice. For more details view the following page: Teleconferencing (Audio) o Self Service Up to 6 o On Demand Up to 30 o On Demand Up to 125 and Special Applications o Equipment and Hardware Requirements Web Conferencing (Audio & Web) o Adobe Connect Other Video Conferencing Options o Learning & Scholarly Technologies Video Conferencing Options o UWTV Videoconferencing and Audio/Visual Systems Design and Installation 13

14 UW Teleworking Checklist GENERAL INFORMATION Name: Address: Telephone number teleworker: Teleworking Start and End Date: UW Contact for Questions (Name, , and Phone Number) CHECKLIST Teleworking Agreement in place with your direct supervisor, chair and / or administrative unit manager. Agreement with an Internet Service Provider (ISP) for access to the internet Follow all UW Policies Contact local campus or departmental support for recommendations concerning teleworking Determine the hardware and software to be used at your telework location. Determine how you will handle , calendaring and task management Configure your office computer and your teleworking computer so that they can share files Secure your home workstation and follow security guidelines Determine how you will receive and make telephone calls. Determine how you will participate in conference calls Take your Entrust token home with you if you require access to information with 2-factor authentication Setup and test all of the functions you determine will be required prior to starting the process Determine when you contact your ISP, Departmental Support, and UW-IT for help. 14

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