Document Imaging

http://imaging.cpcc.edu/

ImageNow, also known as WebNow and Perceptive Content is CPCC’s Enterprise Content Management system.  

It is used to manage mission critical documents and data while optimizing business processes.  Its key components are document capture, archive, retrieval, workflow and online forms.

WebNow is the web browser interface used to access documents and workflows.

DocuSign is a service for electronic signatures on documents.  This services is being offered in conjunction with ImageNow so signatures can be obtained, but documents continue to reside in ImageNow.  Please be aware there is a cost associated with this service.

Features

Document Imaging contains several of the following features:

  • Document Capture
  • Document Archival and retrieval
  • Workflow and Forms Capabilities

Hours

The Help Desk will be available to assist with any requests pertaining to Document Imaging during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

Accessing Document Imaging Services
There are two methods of accessing document imaging services.  You can access them through our online system at http://imaging.cpcc.edu or you can use the desktop client.  Installation of the desktop client can be requested from the ITS Help Desk by sending an email to helpdesk@cpcc.edu.  When requesting access to the desktop client, ITS will need the reason you are requesting the desktop client as well as the model of scanner you are using.  Usually, this will be found on the side of the scanner.

Please Note:  You cannot access the online system at http://imaging.cpcc.edu or any online forms using the Chrome browser.  

Tokens
Scanning using the ImageNow desktop client will require a license token.  When you first attempt to scan from the desktop client, ImageNow will attempt to gather one of these tokens.  Allow the client to gather an open token, as this process should only occur once.
Please note:  When re-imaging your computer, ITS will need to be informed of ImageNow’s Desktop client being installed.  We will need to release the token so that it can be added to your computer once again.

ImageNow is supported via the Help Desk. The client should always contact the Help Desk for any requests pertaining to scanning or errors encountered with ImageNow. The Help Desk will be responsible for ensuring that errors and issues are escalated through appropriate channels to ensure issue resolution within the specified time-line.

Primary issues encountered with ImageNow are:

  • Access issues
  • Scanning errors
  • Work Flows errors


Along with support for errors, the Help Desk should be contacted in case a client needs a scanner driver re-deployed. This usually is necessary following a re-image of a machine with an Image Now scanner attached.

The following is the predicted resolution time for Service Requests. The priority of a request is determined by the Analyst assisting the client. Several factors are taken into account when assigning a priority including urgency of the request, current backlog of requests, and existence of alternatives.

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

The Help Desk will be available to assist with any requests pertaining to Document Imaging during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

During these hours of operation, the Help Desk will respond to any phone calls. However, during busy times, or if a client chooses to leave a voicemail, the Help Desk will return the call to the client within 2 Hours. This is the same for any emails sent to the Help Desk.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.