Creating a Help Desk Tier I and Tier II

Hello,
I am pretty lost on what access I should give to both tiers. Can anyone recommend something and how to set it up in CUCM.
Thanks

You can use the role based access in CUCM to provide different level of access. Read through this document:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_1_1/ccmsys/CUCM_BK_C5565591_00_cucm-system-guide-91/CUCM_BK_C5565591_00_cucm-system-guide-91_chapter_0100.html
-Terry
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