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Service Name

Telephony Management

Description

This service manages and maintains all infrastructure telephony assets such as desk phones, PBX, IP telephones, fax access, and long distance plans.

Eligibility

All university departments

How to Request Service

  • Approved Work Requests
  • Escalated Incidents or problems from the IT Service Center

Availability

Business Critical for Campus Services, Business Standard for individual line support

Business Critical - Availability target is 24X7X365 except for scheduled maintenance, holidays or acts of nature or dependent party outages, or seasonal services.  System redundancy and Full On-call engineer support is available with 4 hour after-hours response target.  Full Support Center Service request schedule is available.

Business Standard - Service availability target is Monday- Friday 8:30 am. – 5:00 p.m.  No on-call engineer support provided.  Support Service is Next Business Day.  Full Support Center Service request schedule is available.

Charges

  • Some phone services will be billed according to telephone services billing policy.

Service Line

Systems and Networks

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.
  • Process fulfillment requests for installation, moves, adds and changes to telephony equipment.
  • Configure telephony equipment for network access and perform testing to ensure equipment is operational and fit for purpose.
  • Decommission telephony hardware, applications and related systems software upon request.
  • Provide telephony requirements to support procurement activities.
  • Obtain and manage telephone numbers to meet business needs.
  • Maintain telephony assets in compliance with supporting 3rd party vendor and lease requirements.
  • Provide troubleshooting and technical support services for telephony hardware, software and networking components.
  • Implement capacity planning and tuning actions for telephony assets.
  • Coordinate and schedule telephony 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 telephony spare parts and equipment.

Owner

Justin Hughes

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

VP Customer

Vice President of Finance and Administration

Delivery Channels

  • Satisfied Work Requests
  • Consulting and support

Service Targets

  • 99.999% availability outside scheduled outage
  • 95% of service calls responded within 8 business hours