Blackboard Collaborate
Service Group
Faculty/Staff and Student
Service Dependencies
Blackboard and Network
Service Department:
Development, Integration, and Hosting
Service Description
Brief Description:
Blackboard Collaborate is a real-time video conferencing tool that is built into the Blackboard learning management system that is used by the college.
Features:
Blackboard Collaborate allows faculty to chat, share interactive whiteboard, share an application or your screen, share files, poll students, breakout groups, and record. It allows students to chat, share files, and use a virtual whiteboards to interact.
Available Hours:
Blackboard Collaborate is available 24/7 except for scheduled general maintenance and upgrades.
Help
How to Access:
Faculty/Staff will log into Blackboard, then select a course title to view. Go to the Control Panel on the left. Select the drop-down arrow next to Course Tools to expand it, select the Blackboard Collaborate Ultra link.
Note: If you do not see the tool, go to Customization>Tool Availability, then select the checkbox in the "Available" column to turn on.
Students can join a Blackboard Collaborate session from a web link, your course, or phone. It depends on how the session was setup by the instructor.
FAQ's:
Faculty/Staff:
Additional information can be located on the faculty/staff tab in Blackboard.
Student:
Additional information can be located on the student resources tab in Blackboard.
Training Available:
Contact the Distance Education department at de@rccc.edu for questions about Blackboard Collaborate training.
SLA
All service level requests will be initially handled by the Service Desk.
Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time
Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours
Status
Report a Problem
Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications.
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