{"id":5361,"date":"2019-01-29T16:20:57","date_gmt":"2019-01-29T23:20:57","guid":{"rendered":"https:\/\/in.nau.edu\/web\/?page_id=5361"},"modified":"2020-09-08T12:24:49","modified_gmt":"2020-09-08T19:24:49","slug":"common-phone-questions","status":"publish","type":"page","link":"https:\/\/in.nau.edu\/web\/common-phone-questions\/","title":{"rendered":"Common phone questions"},"content":{"rendered":"

Common phone questions<\/h1>\n
Training<\/a> |\u00a0 Sandbox<\/a>\u00a0|\u00a0 WordPress general<\/a>\u00a0|\u00a0 Events<\/a>\u00a0|\u00a0 Gravity Forms<\/a>\u00a0|\u00a0 Tables<\/a>\u00a0|\u00a0 Menu<\/a>\u00a0| Ektron<\/a>\u00a0| Miscellaneous<\/a><\/p>\n

Training<\/h2>\n\n
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How do I get permission to access my department\u2019s website? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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The three steps of the training process are outlined on our training page<\/a>. Upon successful completion of all three of these steps, the client’s site steward will need to email us stating that they are allowed to access that specific site.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Should I take the WordPress training? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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If the client is the site steward<\/a>, then they should definitely complete the training.<\/li>\n
If the client is the unit web coordinator<\/a>, then it is highly recommended that they complete the training.<\/li>\n
If the client is a member of their department, then they are welcome to complete the training. Ensure that they are aware that they should be in contact with their site steward about this access (because we will need permission from their site steward before we can give them access to the site).<\/li>\n<\/ul>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I get started with training? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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The three steps of the training process are outlined on our training page<\/a>. The first step in the process is to request a Sandbox site by contacting the WCM Support Team<\/a> or submitting a support request<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Do I need to be at the WordPress workshop the entire time to get credit? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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No, but we recommend staying at least 1 hour. Registration is also not necessary, workshops<\/a> are on a drop-in basis.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Do you provide personal training sessions for WordPress? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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No, we don’t provide personal training sessions for WordPress. However, any client can receive help in-person at one of our workshops<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How long does training take? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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The training process is self-paced. It usually takes clients around 45 minutes to 1 hour to complete the online training video<\/a>. The Sandbox site<\/a> is built entirely by the client, therefore the timeline varies widely. The open lab workshop sessions<\/a> function on a drop-in basis, but we recommend staying at least 1 hour.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Can you transfer me to [name of Pub]? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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“Let me see if they’re available. Can I put you on hold?”\n
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“I’m sorry, they’re not available right now. Can I take a message?”<\/li>\n
“Hello [name of client], are you still there? They are available, I will transfer you to them now.”<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Sandbox<\/h2>\n\n
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How do I login to my sandbox for the first time? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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The client should navigate to training.wp.nau.edu\/wp-admin<\/a> and use the “Lost your password?” feature.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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What is the URL to login to my sandbox? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Sandbox sites always follow this format: training.wp.nau.edu\/UserID-sandbox\/wp-admin. The UserID is the client’s NAU Id: abc123. The password is not the same as their general NAU password, it is unique to WordPress.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I know what needs to be on my sandbox? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Complete all of the sandbox requirements<\/a>. The client can choose to make their Sandbox site with content for their department site or to make it about any other subject (ex: dogs, trees, recipes), but all of the requirements need to be met.<\/span><\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
WordPress general<\/h2>\n\n
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How do I get access to my department\u2019s site? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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In order to obtain access to a site, all clients must be fully-trained in WordPress<\/a> and have their site steward send us an email stating that they approve us giving the client access.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I log into WordPress? I lost that email. Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Go to the WordPress login page at [siteurl.com\/wp-admin], then use the “Lost your password?” feature.<\/span><\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I add a media file to WordPress? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Navigate to the WordPress dashboard (the back-end)<\/li>\n
Go to “Media” in the left bar<\/span><\/li>\n
Go to “Add new”<\/span><\/li>\n
Search for the file on computer or drag-n-drop<\/span><\/li>\n<\/ol>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Where can I edit the banner picture? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Edit the page<\/li>\n
Locate the featured image section on the right column of the page<\/li>\n
Click “Crop featured image”<\/li>\n<\/ol>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I make the telephone number clickable? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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View our documentation on linking phone numbers<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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When will my site be on WordPress? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Have the client contact WCM Support<\/a> with the name and link of their site and assure them that we will be in contact shortly.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I change what appears on the academic catalog? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Email catalog changes to <\/span>Margery.Sorensen@nau.edu<\/span><\/a>.<\/span><\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Why can\u2019t I see my updates on the live page? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Ensure that the page has been published, then ask the client to clear their cache. This resource<\/a> outlines how to clear different web browsers’ caches.<\/span><\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I give my student worker access to our site? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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If the student worker if fully-trained on WordPress<\/a>, then ask the site steward to contact us<\/a> with their approval for adding this user to the site.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Events<\/h2>\n\n
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How do I add an event to the NAU events calendar? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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View our events documentation<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I create an events page in WordPress? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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View our events integration documentation<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Gravity Forms<\/h2>\n\n
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How do I make a gravity form? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Have the client contact us<\/a> if their site is within a Business unit or send Marketing an email<\/a> if their site is within an Academic unit. The email should include a copy of the form that they would like built and a link for what site the form should be built on.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Can I get a list of entries for form submissions on my site? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Yes, have the client contact us<\/a> with the link to the form and the date range that they would like the entries from.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How can I get access to Gravity forms? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Have the client contact us<\/a> if their site is within a Business unit or send Marketing an email<\/a> if their site is within an Academic unit requesting access to Gravity forms.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Tables<\/h2>\n\n
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My table\u2019s formatting looks bad. How do I fix that? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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View our tables documentation<\/a>. If they have advanced tables access, then they can utilize our advanced tables documentation<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Menu<\/h2>\n\n
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How can I edit the menu? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Access to the menu requires advanced permissions that general WordPress users do not have. Have the client contact us<\/a> if their site is within a Business unit or send Marketing an email<\/a> if their site is within an Academic unit with the menu change they are requesting.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Ektron<\/h2>\n\n
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What happened to Ektron? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Ektron was decommissioned and all of the content on it was migrated to WordPress from late 2017 to early 2019. View more information about the mass migration<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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I had access to my old site in Ektron, how can I edit my new site in WordPress site? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Since Ektron is a completely different system than WordPress, all clients who are requesting access to edit a site on WordPress must be fully-trained<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n
Miscellaneous<\/h2>\n\n
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What was the mass migration? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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View more information about the mass migration<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How can I request a custom feature for my site? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Ask the client to submit a new feature\/enhancement request<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How do I update my www2\/www7\/www4\/jan.ucc (or anything that is not nau.edu or in.nau) site? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Direct the client to contact whoever manages that site. If they don’t know, then have them contact the <\/span>ITS Solution Center<\/span><\/a>.<\/span><\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Can you check on the status of a case I sent in? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Ask the client if they have the case number.<\/span>\n
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If they don’t know it, then search correspondent:”clientemail@nau.edu” in FogBugz and look for recent cases they have sent in.<\/span><\/li>\n<\/ul>\n<\/li>\n
Check to see who the case is assigned to and look at any recent case notes to provide the client with an update.<\/span><\/li>\n
Remind the client that we strive to turnaround cases within 1-3 business days.<\/li>\n<\/ul>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Return to…<\/h4>\n
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New publisher training<\/a><\/li>\n
Publisher reference guide<\/a><\/li>\n<\/ul>\n
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Additional resources<\/h4>\n
Style guide<\/a><\/p>\n
Page layouts index<\/p>\n
Submit a support request<\/a><\/p>\n
Publisher reference guide<\/a><\/p>\n
WordPress training<\/a><\/p>\n<\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"
Common phone questions Training |\u00a0Sandbox\u00a0|\u00a0WordPress general\u00a0|\u00a0Events\u00a0|\u00a0Gravity Forms\u00a0|\u00a0Tables\u00a0|\u00a0Menu\u00a0| Ektron\u00a0| Miscellaneous Training Sandbox WordPress general Events Gravity Forms Tables Menu Ektron Miscellaneous<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","ring_central_script_selection":"","footnotes":""},"class_list":["post-5361","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/pages\/5361","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/comments?post=5361"}],"version-history":[{"count":3,"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/pages\/5361\/revisions"}],"predecessor-version":[{"id":7745,"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/pages\/5361\/revisions\/7745"}],"wp:attachment":[{"href":"https:\/\/in.nau.edu\/web\/wp-json\/wp\/v2\/media?parent=5361"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}