This guide was prepared to provide information and tools to support employees who work remotely.
Remote access to city network City issued laptops Personal computers Police Department Staff How to change your password while working remotely
Access to applications (software) Apps that come with MS Office Web-based apps Apps only available through remote access (VPN) Cloud based file storage - OneDrive
Virtual meetings Teleconferencing Video conferencing with Microsoft Teams Zoom Security Tips How to access voicemail while working remotely
Where to go for help SharePoint site Training videos for Microsoft Teams Training videos for Microsoft OneDrive Enter a service desk ticket in the city service portal Call the Service Desk at ext. 7577 or (760) 602-7577.
Tips for remote work
1. If you have been issued a city laptop, click on the link above for “City issued laptops” to access instructions on how to use the vpn for remote access. 2. If you don’t have a city-issued laptop and are approved by your supervisor to work remotely from a personal device, submit a ticket to the service ticket for a “Citrix Desktop” under the “Accounts and Network Access” category. 3. Maintain and keep with you a current listing of contact information, like cell phone numbers. 4. Schedule regular check-in meetings with your team members who are working remotely. Discuss ongoing progress on projects during this time. 5. Establish frequent, recurring team meetings. Discuss and agree upon the timeliness of communications. Like, how quickly staff need to respond to email, phone calls or text messages. 6. Make attending meetings “remotely” by video conferencing between different city facilities a habit, in order to get used to and familiar with the practice and the technology tools for remote work. City Laptop: GlobalProtect VPN
Staff who have been issued a laptop will use the VPN software, GlobalProtect, for remote access. Global Protect is installed on all city-issued laptops. To use the VPN, the laptop must have access to an internet connection.
1. Connect your laptop to a wireless internet connection
2. Click the Windows icon at the bottom left of your screen and type the word Global. The GlobalProtect app should display as an option. Click the app name to open the VPN tool 3. A new window appears in the lower right of your screen. a. If this is your first time using the app, sign in with network login (ex: staff member John Smith would sign in with city network login jsmit). Enter your network login and password. Click “Sign In” b. If you have signed onto the VPN on this device in the past, you will simply be prompted to click “Connect” 4. A message should display that you are connected
Once connected to the city network, you should be able to access applications and files − as if you were at your desk at the office.
When you wish to disconnect from the VPN, repeat step 2 above, then click “Disconnect.”
Troubleshooting tip If your mapped drives appear with an “X,” you are not connected to these drives. To fix this issue, perform the following steps:
Click the Windows icon at the bottom left of your laptop screen and type the letters cmd. The Command Prompt app appears – click on the app name.
1. A new window open and a blinking cursor appears.
2. Next to the > symbol, type gpupdate /force (there is a space between gpupdate and /). Press Enter. Wait until these messages display.
3. Once displayed, close this window and check that your drives no longer have an “X” You can now access your files.
2 City of Carlsbad Guide to Remote Work Personal computer: Citrix remote workstation
Staff who have not been issued a city laptop can access a city network “virtual workstation” using a tool called Citrix. You can open a Citrix workstation session from any computer or iPad that has an approved, updated browser (Internet Explorer, Safari or Chrome). Remote access via Citrix is granted with supervisors’ approval. To request remote access via Citrix, please submit a ServiceNow ticket.
To use a Citrix virtual workstation:
1. Connect your PC to a wireless internet connection 2. Open a web browser such as Chrome, Internet Explorer or Safari. 3. In the web address field at the top of the screen, type https://rx.carlsbadca.gov then press “Enter” 4. The sign in page will appear. Sign in with your network account and password 5. The Citrix StoreFront screen displays. Choose “Desktops” STOP –
6. If you do not see the “Desktops” option, you do not have access to Citrix. Call the service desk or submit a ServiceNow ticket and choose “Citrix Desktop” in the “Accounts and Network Access” category.
7. Choose “My Desktop Win10”
8. The standard city disclosure page displays. Click “OK”. 9. The first time you login to Citrix, it may take a couple minutes to setup your desktop. 10. A generic Windows desktop will appear. To access Office365 applications, go to the Windows
icon at the bottom left of the virtual workstation window and type the name of the app (ex: Word, Excel etc). Click on the app name when it appears. 11. You may be prompted to sign into your Office365 account (enter your full email address) and to choose Work Account. Once your license is verified, you will be able to use the application and access your files.
12. On the desktop, look at the top of the screen. In the center is a small menu tag. When you hover over it, it displays Click it to open the menu bar
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13. These symbols offer choices to features such as full screen, download or upload (a file), multiple monitors (if those are available) and the clipboard.
14. The last symbol (three dots) on the menu has another series of selections. Use this option when you need to log off or disconnect the Citrix session. Note: there is a selection Ctrl+Alt+Del – use this to reboot your “virtual workstation” if needed
15. Once disconnected, close the citrix receiver tab on your PC browser.
To access the PC at your desk using Citrix:
Follow steps 1 – 4 above
5. Click on “Apps” and you will click on the icon for “Remote Desktop Connection” (computer monitor icon)
6. Wait for the “Computer” field to display. Enter the asset tag # for your desktop computer: If don’t have this info, please contact Service Desk so they can locate your asset tag #
7. Enter your network password one more time. Congratulations! You are remotely accessing your work desktop PC.
Please note: if you create or update files, please SAVE them to a network drive (such as F: or Q:), not the C: drive on your desktop PC
To Logout and Disconnect your Citrix session
Close your files on your PC desktop. DO NOT shut down your PC remotely.
Follow steps 12-15 above
4 City of Carlsbad Guide to Remote Work Remote access to the Police Department network
Most Police department staff have been provided the necessary tools to access the police department network remotely. If you are a police department employee in need of remote access and have been authorized remote access to the Police network, please enter a police service desk ticket or call (760) 931-2265 (x2265) to discuss options.
5 City of Carlsbad Guide to Remote Work Teleconferencing (audio only)
Step 1
Invite/email the attendees you wish to meet with and share with them the following information: • Date, time, and time zone of the meeting • Your departments assigned participant passcode (followed by the # sign) • Carlsbad dial-in number: 888-346-3950.
Step 2
At the start of your meeting, dial Carlsbad’s dial-in number (888-346-3950) and then follow the prompts.
• Enter your chairperson's passcode, followed by #. • Participants to follow the same instructions and enter their participant passcode, followed by #.
To prevent fraudulent use please do not share your chairperson's passcode.
That's it! You will be joined together with your participants on the call and your meeting can begin.
Handy hint Please advise your participants if they enter the meeting before you, they will be placed on hold in the conference listening to music until you join.
Best Practices for Participating in a Telephone Conference Call
• Identify yourself by stating your name when joining the conference call. • Avoid using a speakerphone as this will cause an echo. • Mute your phone when you are not speaking. You can press *6 to mute your phone and *6 again to unmute your phone. You can also use the mute/unmute capabilities of your cell phone. • Choose a quiet place when you join a conference call. If you are outside, find a non-windy location. • If you haven’t talked for a while, listeners may have a hard time recognizing your voice. State your name as you start speaking.
6 City of Carlsbad Guide to Remote Work Control your teleconference from your phone
Chairperson & participant commands
Operator assistance: Connects you with a live BT Conferencing operator
Conference help menu: Lists all of the touchtone commands available to you
Mute your line: Reduce background noise on the call if you are in a noisy environment; to unmute your line, press * 6 again
Chairperson-only commands
Play roll call: Plays back the recorded names of the participants on your call if you have this feature turned
on.
Participant count: Counts the number of participants on your call
Stop message: Interrupts any audio prompt or recorded announcement
Initiate dial-out facility: Allows the chairperson to dial out to a new participant **
Volume equalizer: Adjusts and equalizes the volume of all lines on your call
Mute/unmute all: Allows you to mute the lines of all participants. Use when making a presentation; to unmute all lines, press * 5 again
Mute your line: Reduce background noise on the call if you are in a noisy environment; to unmute your line, press * 6 again
Lock/unlock your conference: To control your meeting and ensure no one else can enter you can lock your conference call; to unlock your line, press * 7 again
Record start/stop*: Instantly record your Reservationless call and download the recording after your call to
archive or save the recording for future use
Conference continuation: Allows participants to remain in a conference once the chairperson hangs up
End conference: The most secure way to end a conference; use before you hang up
7 City of Carlsbad Guide to Remote Work Microsoft Teams meetings / video conferences
Microsoft Teams is a collaboration tool which includes a meeting component where you can: · Open your Outlook calendar within Microsoft Teams to schedule a meeting and invite participants · Conduct meetings using web conferencing (video and audio) to share screens or even record meetings
To open Teams and SCHEDULE a Microsoft Teams meeting:
1. Connect your laptop to a wireless internet connection.
2. Click the Windows icon at the bottom left of the screen and type Microsoft Teams. The Microsoft Teams app should display. Click on the app name to open Microsoft Teams 3. When the Microsoft Teams screen displays, choose “Calendar” from the selections on the left side of the screen. 4. Your calendar activities from Outlook appear in the Microsoft Teams application. Choose either • “Meet now” to host an ad hoc meeting and invite people to attend • OR “+ New meeting” to schedule a meeting in the future – a New meeting form appears for you to complete. The form includes a field to enter names of invitees
5. Choose “Schedule” at the bottom of the screen to save the meeting invite and email meeting invitations Please note: if you are using the Outlook client, you can also schedule a Microsoft Teams meeting using this button on the Calendar – Home screen.
To JOIN a Microsoft Teams meeting: 1. Open the meeting invitation in Microsoft Teams or Outlook 2. Click “Join”
If you receive the prompt below and are using a city-issued laptop, choose “Launch it now” the Microsoft Teams client (app) is installed.
8 City of Carlsbad Guide to Remote Work Otherwise, choose “Join on the web instead.” This will open a cloud-based Microsoft Teams session – functionality should be the same experience as using Microsoft Teams client.
Once you enter the meeting “room” choices appear for audio and video (Note: the Lenovo laptop and Panasonic Toughbook comes with a built-in camera and microphone.)
Once you’ve made these selections, choose “Join now” to enter the meeting. You can always update audio and video selections once you’ve begun your meeting.
For more help with Teams: Training videos for Microsoft Teams
Tips for a Safe and Secure Teams Meeting
When scheduling a Teams meeting using the Outlook Plug-In, there is a small button for Meeting Options on the meeting invite under “Join Microsoft Teams meeting” • Who can bypass the lobby? This allows the organizer to choose o Everyone o People in my organization and trusted organizations these are external attendees o People in my organization • Who can present? o Everyone o People in my organization o Only me
Within the meeting, participants who join the meeting can use the More Actions button (shown below)
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Blur my background will focus on the participant and not their surroundings
Turn off incoming video will prevent any video streaming from to or from your device which will also save some internet lag time and possible improve all quality.
10 City of Carlsbad Guide to Remote Work Applications
Microsoft Office applications
Full and part time city staff have been assigned Microsoft Office365 (cloud-based) licenses. This means that all full and part time staff are licensed to use the standard suite of Microsoft Office tools (Word, Outlook, Excel, PowerPoint, SharePoint, Teams, etc.).
These tools are installed on city-issued desktops and laptops but can also be used on any computer with an internet connection and a web browser through the Microsoft portal.
Follow these steps to access the Microsoft portal. 1. Connect your laptop to a wireless internet connection 2. Open a web browser, such as Chrome or Internet Explorer 3. In the web address at the top of the screen, go to https://portal.office365.com. 4. Sign in with your full city email address and password 5. Once signed in, your Office365 applications list will display. Choose an application to access
Applications requiring remote access · Adobe Acrobat Pro (must be installed on laptop) · Cashiering · Crystal Reports · Deepfreeze · EnerGov · Extensis Portfolio (Library & Cultural Arts) · False Alarm Billing · GeoKNX · Hansen · HPRM · IFAS · InMagic (Library & Cultural Arts) · Lucity · Network File storage (access to mapped drives) · OCLC Connexion (Library & Cultural Arts) · Pharos (Library & Cultural Arts) · RFID (Library & Cultural Arts) · Utility Billing (Northstar, Mcare) · Workflows (Library & Cultural Arts)
11 City of Carlsbad Guide to Remote Work Web-based (no VPN needed)
Application Department All Office365 apps Citywide Civica Citywide Google Analytics Citywide GovQA Citywide Internal City News Citywide My Paycheck-Lawson Citywide My TimeCard - SumTotal Citywide Records Management (Public Interface) Citywide ServiceNow Citywide SharePoint Citywide SmartSheet Citywide CA State Contractor License Search Community Development RealQuest Community Development Parking Citation Appeals Finance Parking Citations Finance Selectron Finance StreetEMS Fire Telestaff - Fire dept scheduling Fire NEOGOV Human Resources Beanstack Library & Cultural Arts BlueCloud Analytics Library & Cultural Arts CENIC Monitoring Library & Cultural Arts CollectionHQ Library & Cultural Arts Comprise Reporting Library & Cultural Arts eResources Library & Cultural Arts EXProxy Library & Cultural Arts Grant Management Library & Cultural Arts LACES Library & Cultural Arts Library Web Site Library & Cultural Arts OCLC ILL Library & Cultural Arts Patron computer incident logs Library & Cultural Arts Springshare/AskUs/LibCal Library & Cultural Arts Syndetics Library & Cultural Arts TS360 Library & Cultural Arts Unique Management Library & Cultural Arts When2Work Library & Cultural Arts / Parks & Rec
12 City of Carlsbad Guide to Remote Work Application Department CivicRec Library & Cultural Arts / Parks & Rec ePact Parks & Rec Field Lighting (Musco) Parks & Rec Parks Inspections (Intelex) Parks & Rec Sports League Management Parks & Rec Trail Counters Parks & Rec Carlsbad @YourService Public Works Cross Connection Public Works Fleet Word Orders (AssetWorks) Public Works Public Works Dashboards (Tableau) Public Works
13 City of Carlsbad Guide to Remote Work Microsoft OneDrive – Cloud based file storage
OneDrive for Business is a Microsoft tool that comes with your City of Carlsbad Office365 license. It is your personal cloud storage service and can be used instead of your network F: drive to store and access files wherever you might be working without city network access.
You can • view and edit files such as Word, Excel or PowerPoint files • organize files into folders • share individual files or entire folders with others. Your files are private unless you share them • open files from a web browser or on your PC at work • access files from different devices such as a PC, iPad, iPhone or Android • make changes to the files using one device. It syncs those changes so they appear on any device you use to access those files • email a link to a file in your OneDrive account instead of attaching the file. This is especially useful for sending/sharing large files
To open OneDrive, go to the Windows icon at the bottom left of your screen and type the word OneDrive. Click on the app name to open your storage location. Your OneDrive storage area can be located by opening your File explorer icon on the task bar of your PC. It will look similar to the example below. For more information on OneDrive, view the quick start guide on our SharePoint site or watch some videos
14 City of Carlsbad Guide to Remote Work Changing your Password while Working Remotely
This guide assumes your network password has not expired yet. If your password has expired and you are working remote, please call the Service Desk at (760) 602-7577 for assistance.
When using the GlobalProtect VPN installed on city laptop
1. Using GlobalProtect, connect to the City network 2. Press Ctrl Alt Del 3. Choose Change Password 4. Do NOT change the field CARLSBAD\
Once the password is changed, the new password will be synchronized with your other network accounts over time.
When using a Citrix desktop
Connect to the Citrix desktop (either the standard workstation or your City desktop PC)
1. On the desktop, look at the top of the screen. In the center is a small menu tag .
When you hover over it, it displays Click it to open the menu bar (see below)
2. These symbols offer choices to features such as full screen, download or upload (a file), multiple monitors (if those are available) and the clipboard.
3. The final symbol has another series of selections use this option to select Ctrl+Alt+Del
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4. Choose Change Password 5. Do NOT change the field CARLSBAD\
Once the password is changed, the new password will be synchronized with your other network accounts over time.
Police Department users
Police department staff should follow standard operating procedure to change their network password. The procedure for changing a network password for police staff working remotely is identical to the procedure when working at the Safety Center.
16 City of Carlsbad Guide to Remote Work Voicemail – how to access your desk phone voicemail message and greeting
To access Voicemail remotely to review messages
1) Dial 760-602-2400 2) Press # when system answers 3) Enter extension number 4) Enter Security code when prompted 5) Press 5 to listen to messages. While listening to messages you can a. Press 2 to back up five seconds b. Press 2 2 (twice) to go to beginning of message c. Press * to pause or resume listening d. Press 3 to erase a message e. Press 4 to advance five seconds f. Press 5 to skip to the next message g. Press 7 to save a message h. Press 8 to hear date/time message was recorded
To change Voicemail greeting
1.) Dial 760-602-2400 2.) Press # when system answers 3.) Enter extension number 4.) Enter Security code when prompted 5.) Press 4 6.) At this point you have three choices a. Press 5 - to listen to your current greeting b. Press 6 – to record your standard voicemail greeting c. Press 7 – to record our out-of-office greeting
To record either your standard or your out-of-office greeting, the system will ask you to start speaking after the tone and then press any key when finished.
Once finished, you will be prompted to either press the # key to save your greeting or press the * key to cancel and keep your previous greeting.
Please note, if you record an out-of-office greeting, callers may no longer be able to leave you messages in your voicemail box. (depending on how your mailbox was setup)
17 City of Carlsbad Guide to Remote Work Securing Zoom Meetings - Tips for a Safe and Secure Meeting
As a majority of organizations around the world have moved to working virtually, there have been a massive increase in attacks on Zoom, often referred to as "Zoom bombing". The FBI posted an article titled, "FBI Warns of Teleconferencing and Online Classroom Hijacking During COVID-19 Pandemic”, to warn Zoom users of these types of attacks. When scheduling a Zoom meeting, refer to these security tips to ensure you control who attends a meeting and the actions attendees can perform.
Be Careful when Sharing the Link to the Meeting Do not share a link to a meeting on an unrestricted publicly available social media post. Provide the link directly to specific people.
Use a Unique Meeting ID for Important Meetings Avoid hosting large meetings or ‘public’ events using your Personal Meeting ID (PMI). Your PMI is basically one continuous meeting and you don't want trolls invading your personal virtual space. Instead, Zoom suggests using random meeting IDs for your large meetings.
Set a Meeting Password While scheduling a meeting, under Meeting Options, check Require Meeting Password. Participants will be asked for this password in order to join your meeting.
Disable “Join Before Host” The “Enable join before host” is found in the Meeting Options section while scheduling a meeting on the webpage, or in the Advanced Options if scheduling via the Zoom application. Leave this option turned OFF. For more information on “Join Before Host” see this help page. When “Join Before Host” is turned off participants can join the meeting once the host is present, not before. If you are scheduling a meeting for someone else, and will not be joining the meeting, you should make sure to set a strong meeting password so only users who know the password can join the meeting. If you can start the meeting, you can designate a co-host once the meeting has started and then leave the meeting. For information on co-host controls, see this help page.
Enable Waiting Rooms Zoom recommends enabling "Waiting Rooms" to secure your meetings. When this feature is enabled, attendees are not joined automatically to the meeting, but stay in a virtual “waiting room” until the host admits them. Meeting hosts can customize the Waiting Room settings to gain further control over which participants join a specific meeting and when. For more information about using waiting rooms and how to admit participants from a waiting room, read Securing Your Zoom Meetings by Using Waiting Rooms.
Become Familiar with the Manage Participants Features of Zoom Familiarize yourself with the features in the “Manage Participants” control at the bottom center of your Zoom meeting screen. Using the Manage Participants controls, you are able to Lock your Meeting: once all participants have joined, select “Lock Meeting” at the bottom of the Manage Participants screen. You will not be alerted if a missing participant attempts to join meeting after it is locked, so make sure all your participants have joined before locking the meeting.
18 City of Carlsbad Guide to Remote Work Remove Unwanted Attendee: Select “Manage Participants” at the bottom of the Zoom window. Find the participant you wish to remove and select “More” beside their name. Select “Remove” from the menu that appears. Other features you may wish to disable are the ability to share content, the ability to Chat privately and the ability for removed participants to rejoin. For more information, please watch the videos Manage Participants and Meeting Controls.
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