Telecommunications Policies and Information for Campus Employees
Introduction
The Telecommunications department provides services and features free of charge to campus users including
- voice mail
- additional directory numbers
- hunt group numbers
- call waiting
- conference calling
- call diversion
- automatic call back
- speed dialing
- group call pick up
- directed call pick up
- additional directory numbers
- hunt group numbers
When you first pick up the handset, you may hear a stuttered dial tone, which sounds almost like a busy signal. Use the stuttered dial tone the same way as standard dial tone. For more information, see Voice Mail below.
Instructions for using telephones, dialing, voice mail and their features can be found online at the Telecommunications website.
Selecting a Telephone
Several different styles of telephones are available for use on campus. For anyone who doesn't use the telephone much, an analog set may be sufficient, but if you are on the telephone a lot during the work day a digital set may be easier and more efficient. Many departments choose analog telephone sets as they are more cost-effective. Despite their modest appearance, these instruments can access all the same features listed above except for the last two noted.
Some digital telephone sets are larger and have more buttons for custom programming and speed dials, which are referred to as console digital sets, but most digital set users are completely satisfied with using standard digital sets.
Telecommunications supports any device obtained through the work order process. We support dial tone up to the outlet/jack when it is used for third party devices such as fax machines or modems. Please do not attempt to use cordless telephones. They often do not work well on campus due to the close proximity of other telephones or devices and Telecommunications does not support them.
For information regarding telephone features, please see Single Line Instructions, or Multi Line Instructions.
Voice Mail
A voice mailbox number is the same as your five-digit extension number. The default security code can be obtained from the campus operator at (562) 985-4111 or x54111 or 0 if you are on-campus. You will be prompted to change it when you first access your mailbox.
When you are given an extension number already associated with a voice mailbox, you can call the campus operator and request a “voice mailbox refresh” to delete anything left in the mailbox from the previous user. Be sure to ask the campus operator for the default security code!
When you get a new voice mailbox, it will take you through a tutorial to create your personal greeting, and your spoken name which becomes a label just like you might have on a physical mailbox. Callers will hear your personal greeting when they are forwarded to voice mail after approximately four rings.
You will know you have a message when you pick up the handset and hear a stuttered dial tone. The stuttered dial tone does not affect your service; it is only a signal that a message has been left in your voice mailbox.
Digital telephone usere, and some analog telephone users, users will usually see a message waiting flashing on one of the preprogrammed buttons in addition to hearing the stuttered dial tone.
If you submit a work order for a new phone for which you want voice mail activated, be sure to put a check mark in front of the voice mailbox option. For information regarding voice mail features, see Voice Mail Instructions.
Telephone Repair
Telephone problem resolution is a very high priority to the Telecommunications department. Under normal conditions, a repair request will be resolved within 24 working hours. Additional time may be necessary for repairs to damaged cable or telephone equipment.
Trouble resolution is coordinated by the campus operators who can be reached by dialing 0 from a campus extension between the hours of 8am to 5pm on normal business days. For more information on what kind of telephone troubles the campus operators can resolve, please go to the Trouble Reporting webpage.
Work Orders
The work order form is available online to fill out and print. After an Administrative Services Manager (ASM) authorizes the work order, it needs to be sent to Telecommunications by campus mail or by fax (x58855). A work order request can be completed online, or by sending a paper form to the appropriate ASM, who may elect to proceed with the work and forward the request to Telecommunications. It is preferable to submit a work order to an ASM using the online option.
Normally 10 business days are needed to complete a work order once it is received. If the scope of work is larger than a typical add, move, or change, such as a department move or reconfiguration of many telephone sets, please contact Telecommunications at extension 54480 to find out how much lead time will be needed.
User Responsibility
In order to protect the University and its departments from unauthorized charges, this policy was developed to help ensure that all telephone users understand how to prevent unexpected bills from Telecommunications.
All campus employees are responsible for charges incurred for any and all calls made from their extension, to their extension, billed to their extension, or charges incurred as the result of actions conducted by anyone using their extension. Telecommunications does not reassign charges to another extension or department.
Collect and Third-Number-Billed Call Charges
Accepting collect calls, or calls billed to a University number, is not permissible. If a collect call is accepted or a third number is called and billed to the University, a special handling fee may be added to the cost of each call.
Calling Card and Telephone Credit Card Call Charges
Calling cards ordered directly from a carrier and billed to telephone numbers associated with the University are not permissible. A special handling fee may be added to the cost of each call made with a calling card provided directly by a carrier and using a University number. Additionally, the calling card will be cancelled.
Special Offer and Internet Charges
Please do not request or accept any offers for prizes or services that may assess your campus telephone number with charges by Verizon, AT&T, various websites, or any other vendor. These types of offers are often available over the telephone or on the internet, and create additional, unnecessary workload to the Telecommunications staff to research and remove charges from the campus bill. Any charges such as these are usually forwarded to the department incurring the charge, and are subject to an administrative handling fee. If a website form or other vendor requires a telephone number, it is best to use a personal mobile number or home number.
Telecommunications Charges
A monthly statement of telecommunications charges is sent to all divisions for review of charges. The same information is available through CSLink for all ASMs to view and print if they wish to do so. In most cases, the division offices will disseminate the paper bills (statements) to the departments that generate the charges. If additional copies are needed, this should be coordinated between the division, college/area, and department offices. Requests for reprints are subject to being processed through the Telecommunications work order system at the requesting department's expense. It is suggested that departmental staff members and ASMs review their telecommunications charges every month and submit an email inquiry if any charges are out of date or appear to be erroneous. Credit is evaluated and issued on a case by case basis for the current fiscal year. Unless there are extreme circumstances, previous years' claims for credit cannot be honored if the year has been closed.
Personal Reimbursements
In accordance with the State Administrative Manual, it is the policy of the University to collect reimbursement for personal telephone calls from all employees and any other telephone users. All personal calls are to be reimbursed in whatever way requested by departmental ASMs as some may require monthly reimbursements, while others may require it quarterly. Some ASMs may accept cash, while others may only accept a personal check, so please confer with your ASM to determine the appropriate procedure.
Billing Questions?
If you have questions about billing related to your campus extension, call the Telecommunications Office at (562) 985-4480.
Telephone Mischief and Fraud
In order to protect the University and its departments from unauthorized charges, this policy was developed to help identify the types of events considered to be financially fraudulent or mischievous to the University. Any type of activity generating an unusual charge to the University by any person including employees, contractors, or students that cannot be processed by standard methods, requiring research and extra handling, or incurred without specific fiscal authorization are normally considered mischief and fraud under this policy. Depending on the severity of an incident, telephone fraud and mischief can be considered felony crimes punishable by law. University Police will investigate and prosecute offenders.
Please direct questions about particular intended uses or expected charges to the Telecommunications Office at (562) 985-4480.