Technical operations and responsibilities

NOTE: The lease for the satellite system will expire June 30, 2006. IHETS will not support the system after that time and is offering a new service, IHETS Interactive, to replace it. This information is presented for historical purposes only.

IHETS staff responsibilities

Operation of IHETS Television is the responsibility of the consortium as a whole. The universities employ a professional staff to handle day-to-day operations. This staff is responsible for maintaining IHETS-owned equipment, as well as what might be termed the “common property” of the system.

IHETS Help Desk

IHETS Help Desk analysts ensure that programs air as scheduled by activating satellite transmitters located around the state and sending receive channel information to digital decoders at the user sites.

Using specialized computer systems and telemetry, the Help Desk monitors the performance of the satellite transmitters. As problems are discovered, the engineers can normally make immediate adjustments to the equipment. In other cases, the Help Desk staff may dispatch an field services engineer to the trouble site. Help Desk personnel are dependent on the system users to report problems at their sites. When receiving a trouble report from a user, the engineer will normally start by asking a series of questions. These questions are designed to help the engineer determine the true nature of the problem. The engineer will then work with the user to either resolve the problem or use another receive channel to minimize program loss. In some cases, the engineer may need to work with the receive site technical contact before service can be restored.

The Help Desk staff attempt to be as helpful as possible when resolving technical problems. When possible, staff will work with a technical contact to resolve problems in local equipment. However, network programming is always the first priority; sometimes the engineer may ask you to hold while he responds to another urgent matter. As soon as possible, he will return to the line and work with you to resolve your problem.

IHETS staff do not normally record any network programming. Consequently, in the event of program loss, the user should contact the originator for a tape of the missed program.

Telecommunication and field service engineers

As soon as field engineers are alerted to a problem, they schedule a trip to the site for repair. IHETS vans are equipped with a variety of test equipment and spare parts so that many problems can be corrected on the spot. In some cases, it may be necessary to contract with a local service agency to make the repairs; occasionally it may be necessary to bring a piece of equipment back to IHETS for adjustment. Whatever the problem, trouble reports receive immediate attention to minimize program loss.

Further, staff technicians assemble the IHETS-designed Digital TeleResponse units used for student talkback on the network. Staff also repairs these units when returned for services by Receive Site personnel.

Receive site staff responsibilities

Clearly, IHETS staff cannot constantly monitor the total statewide higher education video system around the clock. Thus, the participation of receive site personnel is critical to ensure smooth network operation.

Monitoring the network

Receive site staff must regularly monitor the incoming network signal. In fact, the Letter of Understanding signed by officials of IHETS and each receive site, stipulates the location agrees to:

“. . . monitor the incoming IHETS Television network (picture and sound) at least once each day the network is used. The on-duty operator-technician or IHETS coordinator will have the additional responsibility of understanding and being capable of operating, and in particular, their viewing site’s steerable dish equipment in order to ensure satisfactory reception of IHETS signals. (For best results, monitoring should occur well in advance of the first network use.) In the event a TV reception problem is observed, the site is to take reasonable steps to assure that its equipment and system are functioning properly. If the trouble continues, the problems should be reported to the IHETS Help Desk.

Maintenance of non-IHETS equipment, including local distribution systems, is a local responsibility. In addition, the site agrees to “protect IHETS equipment as it would its own.” Also, an individual at the site must assume responsibility for the DTR equipment, making it available when called for and to return it to IHETS for repair when necessary.

Technical coordination support

Highly important, though often overlooked, technical support services are an essential component of network operations. The whole structure of scheduling, coordinating, monitoring, and trouble-reporting falls apart if students arrive to find the classroom door locked or the TV monitor out of order. Therefore, very specific steps have been prescribed to assure all network users of a basic level of service. Although originally designed for campus situations, they are also applicable to any location, whether industry conference room, hospital, library, or wherever the network signal is viewed.

Errors are more likely to occur when details are left until the last minute. It is advisable to check the room(s) well in advance of scheduled TV activity, from several hours to a day or two prior to activity. An advance check should include turning on the equipment, connecting Digital TeleResponse to be sure it works, and assuring that there are enough seats for the expected audience. It may also be advisable to check adjoining rooms for standby equipment, additional chairs, or overflow audience seating.

1. The technical coordinator should arrive at the reception room no less than 15 minutes prior to the start of the TV activity and must perform the following duties:
2. Turn on the TV equipment. Allow the equipment five minutes to warm up. (The audio level may need to be turned down so that it does not disturb other classes.) In the meantime, check to see that all monitors and the tuner are on and tuned to the correct channel. In the case of a steerable antenna, make sure the antenna is set on the GE-3 satellite.
3. After the warm-up time, turn the audio up enough to tell whether or not the tuner is properly adjusted. If necessary, adjust the fine tuning. A properly tuned signal should have a clear picture (i.e., not snowy or distorted) and the audio should be crisp and clear (i.e., not muddled, scratchy, or otherwise distorted). Be prepared to adjust the audio when the program starts.
4. If Digital TeleResponse is needed, set up the DTR classroom unit according to the directions for operation. (See Appendix F of this handbook or the instructions on the unit itself.) The DTR classroom units automatically switch to the proper channel.
5. Remain in the room for at least the first 10 minutes of the program to evaluate the technical quality of the signal. If leaving the room after the first 10 minutes, inform the local host or proctor where the nearest telephone is located and where you can be contacted.
6. Most problems will occur within the first few minutes, but they may also appear later; therefore, you should monitor the program either in the reception room or in a nearby television control center. “Monitoring” means periodic checking to be sure the signal is still present. Valuable time can be saved if you discover a signal loss without waiting for participants to call.
7. Notify the appropriate person(s) at the receiving site and at IHETS of any problems that you cannot handle locally. Give your name, location, activity, and nature of the problem as clearly as possible, and record all comments from these telephone calls for future reference.