Telecommunication services

CINS is responsible for all telecommunication services required at the Columbus State University campus. The levels of service and kinds of equipment available are consistent with university telecommunication policy guidelines.

• Major responsibilities
• Telephone equipment
• Requests for service or equipment
• Service requests
• Reporting a problem
• Requesting new telephone service
• Requesting changes
• Adding new features
• Voicemail
• Dialing instructions
• Effective use of voicemail
• Checking messages and returning calls

Telephone directory

Telephone equipment

The campus telephone system is a Centrex based system through BellSouth. It offers many features, including a subscription voicemail service. Telephone users have access to the public telephone network depending on the calling area restrictions on their individual telephone.

Types of equipment available for installation on CSU campus:

• Single-line analog telephone sets
• Multi-line analog telephone sets
• Key Systems
• Approved special purpose equipment such as fax machines.

Classes of service available for University telephones:

• Campus only dialing.
• Local and Campus dialing.
• Campus, local and long-distance (excluding international).
• Unrestricted (limited to key personnel and requires special authorization).

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Requests for service or equipment

All requests for telecommunication service and equipment must be approved by Computer Information and Networking Services (CINS). Individual departments may not go out and purchase any telecommunications service or equipment on their own.

To establish new service or to request telephony equipment such as telephones or fax machines – a eQuest work order must be submitted. The Telephone Systems Manager will then make arrangements for the service and/or will purchase the requested equipment if a genuine need exists.

Departments must be able to justify any new service or equipment requests.

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Service requests

All requests for telephone-related services are handled through the eQuest work order system. Telephone outages and new service requests can be submitted by going to
http://csu.colstate.edu/remedy/

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Reporting a problem

In eQuest select:

1. Category Type Item
2. Plant Operations Telephones Problem with existing phone

When you have selected the Item, a popup form will appear and you will need to provide the following information:

• Telephone number(s) experiencing the trouble (7-digit phone number)
• Type of problem – no dial-tone, static, background noise etc. Please be as specific as possible in describing a problem.
• Type of equipment being used, such as the make and model # of your telephone.

Your request will be dispatched to a technician and should be resolved within 48 hours.

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Requesting new telephone service

For new telephone installations, submit a eQuest work order. Each form must include the following:

1. Building and room number where service is needed.
2. Type of equipment (single-line phone, multi-line phone etc.) and class of service required for each line.
3. Name of individual(s) using telephone service at each location.
4. Department account number to bill charges to.
5. Name and phone number of a person CINS can contact for order clarification and proper placement of telephones.

Attach a room layout to the request form with the desired location of the telephone instrument designated by a small triangle. Consider the location of existing telephone outlets in the room when locating new installations. Send the form to Mario Juestel, CINS – CCT 147 or fax to 706-569-3083. Incomplete requests could get delayed. For questions, call 706-507-8101.

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Requesting changes to existing equipment

For changes to existing equipment, submit a eQuest work order for each line requested. Each form must include the following:

1. Telephone number of the instrument to be worked on or moved.
2. Locations affected by change (i.e., room and building of current instrument location; room and building location to which equipment is to be moved). If the equipment to be moved is in the same room, state that the equipment move is in
   the "same room."
3. Name and extension of a person familiar with the requested work who the installer can contact for proper placement of equipment.

Attach a room layout to the request form with the new location of telephone equipment designated by a small triangle. All instruments, outlets, and equipment should be accessible at all times. Send the request form to Mario Juestel – CINS – CCT, or fax to 706-569-3083. Incomplete requests could get delayed. For questions, call 706-565-7897.

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Adding new features

In eQuest select

1. Category Type Item
2. Plant Operations Telephones Add Feature to Existing Line

When you have selected the Item, a popup form will appear and you will need to provide the following information:

• Type of feature requested, such as voicemail, call pickup etc.
• Line number(s) needing this new feature (7-digit phone number).
• Departmental account number for charges related to your request.

Telephone features such as voicemail, call pickup etc. can usually be added in two business days after processing your request.

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Voicemail

Voicemail is an optional voice messaging service that enables subscribers to send, receive, and store messages. It is accessible, with a password, from any "touch tone" telephone, both on and off campus twenty-four hours a day. Messages can be saved, discarded, or redirected to another voicemail subscriber on campus. The voicemail system alerts users to newly received messages by a broken dial tone (stutter dial tone) when users pickup the handset on their phone.

Voicemail boxes come in three sizes and are priced accordingly:

1. 10 messages (standard configuration) - $4.50 per month.
2. 20 messages - $6.50 per month.
3. 30 messages - $8.50 per month.

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Dialing

Dialing Instructions for On-Campus Phone Numbers:

Due to the mix of telephone systems on campus, we recommend that you use 10-digit dialing when making a phone call within CSU.

10-digit on-campus dialing example:
9 + 706 + 568-2415

Dialing Instructions for Off-Campus Phone Numbers:

All off-campus dialing requires the use of 10-digits (for local calls) or 11-digits (for long distance calls).

10-digit off-campus dialing example:
9 + 706 + 327-2400

11-digit long distance dialing example:
9 + 1 + 404 + 732-8654

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Effective use of voicemail

Voicemail Greeting

• Identify yourself.
• Establish a standard greeting. "Hello, you have reached Mario Juestel, Computer Information and Networking Services at Columbus State University."

Leaving a Voicemail Message

• Identify yourself and subject matter.
• Keep messages brief and clear.
• Keep content of the voicemail appropriate to business.
• Always state the time and date.
• Always leave a call back number and repeat numbers slowly.
• Sign off positively.
• Don't ignore messages. Reply promptly.

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Checking messages and returning calls

1. Check your messages daily and return messages within 24 hours. If it will take longer than 24 hours, call the person and advise him/her. Callers should feel comfortable that you are checking your voicemail daily.
2. Reply, forward, or delete messages immediately. Keep your mailbox clean. Saved messages kept longer than a week take up needless space in your mailbox since you are only allowed 10 messages total in your mailbox, including saved messages.
3. If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them.

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