Telecom Service Procedure

Subject: Policy for telephones (includes VoIP 2050i), VPN, telecommunications peripheral activation, changes to existing service, repairs and audio conference bridge requests.

Responsible Office: Technical Services Division, Network Engineering and Technology, Telecommunication Administration.

Scope:
This policy applies to all requests for service and repairs for:
  • Telephones (includes VoIP, 2050i)
  • VPN access for VoIP phones
  • Jack installs, wiring for voice, data and cable TV
  • Voice Mail
  • Audio conference bridge
  • Cell phones, pagers and long distance calling cards
  • Installation of cable TV

Policy Statement
This document describes the process involved in requesting new service, changes to existing service and repairs for telephones, computers (installs only), voice mail, jack installs or activation, cell phones, installation of cable TV, and making reservations for an audio conference bridge.

Procedure
New Service and changes to Existing Service: a written request, signed by a person within the department with budget authority, or the department's Telecommunications Coordinator, should be submitted to the Telecom Administration Telecommunications Services Coordinator at extension 3-3546 or fax 3-3541. Forms can be found on the Telecom Admin web site (telecomadmin.gmu.edu) in the "forms" section. All request for service using grants funds need to be pre-approved by Office of Sponsored Programs prior to submitting request to Telecom Admin.

Requests for cell phones, pagers and long distance calling cards are coordinated directly with the Telecom Administration Cell Phone Administrator at extension 3-3542

Instructions for completing the request form, which include changes to existing services, supporting information, and associated charges, are found in the, "forms", section of the Telecom website (telecomadmin.gmu.edu) Computer and Printer Installs, Moves and Repairs: The ITU Support Center is the initial point of contact for all work relating to university computers and cable TV repairs; this includes installation and moves for all computers and printers. The ITU Support Center can be reached by phone at extension 3-8870 or through the internet at itusupport@gmu.edu Escalation of repair service to the appropriate ITU department will be coordinated by the ITU Support Center.

Responsibilities:

Requesting department

  • Reviews charges for services related to telephones, cell phones, pagers and calling cards. Costs for new equipment and monthly recurring costs are available in the Voice Services section of our web site (telecomadmin.gmu.edu) under "telephone pricing".
  • Completes a request form for service or jack install with required signature and org or fund code, then forwards to Telecom Admin at MSN 1F3 or fax number 3-3541.
  • Submits request forms with all pertinent department information. When additional wiring or jacks are required to complete the installation of new service the requesting department will process and coordinate the eVa request for wiring.
  • Computer and printer installs, moves and repairs are reported to the ITU Support Center.
 Telecom Admin
  • When necessary performs a department assessment or coordinates a Network assessment.
  • Coordinates/negotiates installation dates with requesting department. Magic ticket system sends requesting department notice of ticket number and installation date via email, allowing sufficient time for wiring, programming and construction, if necessary.
  • Assigns ticket to Desktop Support Service Telecom Technician.
  • Voice repair request are priority over moves, ads and changes.
  • For the audio conference bridge: Telecom will reserve the bridge and issue bridging information. The audio bridge is an attendant less service.