Requesting services from Telecom

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• Billing index: DLB275
• Subscriber Information: The subscriber is always the employee you are submitting the request for/about
• Subscriber's Department: Library
• Primary IT Support Group: Community Network

Often, but not always needed include:

• Often the requested completion date
• Subscriber's phone number

New Employee Onboarding

Request Long Distance Authorization code

Long distance authorization codes allow employees to make work-related long distance calls from their desk phone. Request a code from Telecom for each new employee. In addition to the information listed above you will need:

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If the employee is using an existing phone number, you will need to request a name change to let Telecom know the name associated with the number has changed. This isn't the same as a directory update. In addition to the information listed above, you will need:

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• Phone number
• Subscriber's OSU ID number
• Previous Subscriber's name if known (which most of the time will not be needed if a name change was submitted when the previous employee left)
• Previous Voice Mail Configuration (which should be "No voice mail")
• New Voice Mail Configuration (Voice Mail only or Email integrated)
• Zero Out Number–the number the caller is routed to if they press 0. This will likely vary by department
• Number of Rings before call goes to voice mail. The default is 3.

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A list of unused phone numbers is kept as a tab on the staff phone numbers spreadsheet. When a new employee is assigned one of those numbers, remove it from the spreadsheet and update the staff phone numbers tab.

Employee Offboarding

When an employee resigns or retires, there are offboarding requirements for the Telecom Coordinator.

Deactivate Long Distance Authorization code

Using the same form as when you request an authorization code, you need to request the code be removed. In addition to the information listed above you will need:

• Subscriber's OSU ID number

Name Change to deactivate voice mail

Using the same form as when you activate a voice mail, you need to request to deactivate a voice mail. This isn't the same as a directory update. In addition to the information listed above, you will need:

• Phone number
• Previous Subscriber's name (the name of the employee leaving)
• Previous Voice Mail Configuration (if known)
• New Voice Mail Configuration–No Voice Mail
• Zero Out Number–the number the caller is routed to if they press 0. This will likely vary by department

Add phone number to unused numbers list, second tab of the staff phone numbers spreadsheet

Repairs/Changes to phone lines

There are a variety of reasons someone may need help from the Telecom coordinator with their phone line. The most common tend to be:

• phone or voice mail isn't working properly
• employee is moving to a new work space in the building
• Auth code troubles
• changing the type of phone an employee has

Phone repair

Phone repair is pretty straightforward. Submit a ticket requesting the phone be repaired. A technician is assigned and the repair is usually done pretty quickly. In addition to the information listed above you will need:

• Location of the phone. The more specific you can be, the better.
• The port number the phone is plugged into.

Sometimes it may be helpful to attach a photo if the problem is really weird and can't be described in words.

Voicemail repair

This one is a little tricky because it usually requires some troubleshooting. Usually when someone can't access their voicemail, it is because it hasn't been set up in the first place. It might also be their calls are going straight to voicemail because they have accidentally hit "Send all" on their phone. Or maybe the line is damaged and needs repair. For this reason, the best approach is to ask a lot of questions first. Then determine what to do. Options typically include:

• Requesting voicemail setup
• Providing instructions for voicemail
• Requesting phone repair
• Providing a phone guide

Over time you will get pretty good at troubleshooting. Often voicemail issues don't require a service request at all.

Moving phone lines

Some phones require Telecom programming to work in a new location. Some phones don't. However, if a staff member moves to a different work space, Telecom always needs to know. This is for safety reasons. If someone makes a 911 call but doesn't disclose their location, it can be determined by the number they call from. Telecom keeps a database of phone numbers and their locations for this reason. For a phone move, you can submit a ticket to Telecom. Additional information you will need to submit includes:

• Current and new location of the phone
• Current and new port numbers for the phone

Telecom Closets

Data ports

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