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IT Service Catalog

Information Technology Service descriptions

Telephone Management

Telephone Management

Description:  This service manages and maintains all campus telephone assets such as IP desk phones, the campus telephone switch, fax access, and long distance plans, but does not include cellphones and smart phones (see the “College-Owned Cellphone Support Service”.)

Eligibility:  faculty and staff

How to request:  Contact the IT Help Center

Initiated:  ITS Help Request system, contact with ITS Help Center staff

Availability:  Moves, adds and changes and consulting available during normal business hours: 8am to 5pm, Monday through Friday except holidays and campus shutdowns. Support for campus wide outages available within 4 hours.

Charges:  excessive long distance charges may be billed back to departments

Features:

  • Plan, install, configure and test telephone hardware, applications and systems software configurations to meet desired calling functions and features.
  • Provide adequate voice quality and dial tone availability.
  • Provide conferencing, and call management service configurations.
  • Provide voicemail services.
  • Provide phone lines and devices for emergency alarms and notifications.
  • Process fulfillment requests for installation, moves, adds and changes to telephone equipment.
  • Configure telephone equipment for network access and perform testing to ensure equipment is operational and fit for purpose.
  • Decommission telephone hardware, applications and related systems software upon request.
  • Provide telephone requirements to support procurement activities.
  • Obtain and manage telephone numbers to meet business needs.
  • Maintain telephone assets in compliance with supporting 3rd party vendor requirements.
  • Provide troubleshooting and technical support services for telephone hardware, software and networking components.
  • Implement capacity planning and tuning actions for telephone assets.
  • Coordinate and schedule telephone repair services with 3rd party vendors and validate that expected repairs achieve expected benefits.
  • Provide consulting and support services for monitoring and reporting requirements.
  • Manage and maintain definitive hardware stores for telephone spare parts and equipment.

Owner: Brian Rawlinson

Pre-requisites:

  • Power and operating environment for telephone equipment
  • Functional networking for IP phones
  • Local and long distance connectivity provided by contracted 3rd party access providers

Delivery Channels:

  • Completed IT Help Requests
  • Consulting and support

Service Targets:

  •  99.999% availability outside scheduled outages (5.26 minutes downtime per year)
  • Mean time to repair break/fix incidents less than 5 business days