ISDN Help Desk SITUATION:  Bell South approached an Intellas member about developing a help system for the internal support team that provides customer assistance for ISDN lines. The support operators had no unified means of accessing all of the data needed to provide timely support for ISDN customers. Help desk personnel were using a combination of several computer applications along with an array of paper manuals to obtain the information needed to assist customers. This made the training curve to bring a new help desk employee up to speed a large one. WHAT WE DID:  After successfully proposing a solution and being awarded a contract with Bell South, a team of five consultants was assembled from Intellas to create the new help system. The team spent time interviewing Bell South personnel to determine the features needed to create a more integrated and comprehensive help desk solution. The team determined that the best approach was to provide a browser-based interface running over an internal intranet. In developing the new system the team created two interfaces, one to serve as an administrative interface to add new content and to edit existing content already in the system. The other interface was for the help desk personnel to access the information needed to provide support to the end users. This interface was created to dynamically call up the content and build the pages of content on the fly. A dynamic menu system provided speedy access to the information and also supported a sophisticated search facility based on Microsoft Index Server. Additional programming was done to be able to access the information from Index Server in the manner most useful for the end users. Besides the internal information stored on the intranet server, the new system also provided a means of linking to external web sources of pertinent information. RESULTS:  The resulting system has provided an easy means for Bell South ISDN help desk personnel to readily access support information without having to search through multiple programs and manuals. The administrators of the system have also been able to easily insert additional information as new products are added. The system also provides contact information for both internal and external sources of information. The system was tested in Louisville, KY and then upon the success of the final product was moved to the Bell South servers in Atlanta, GA.