Requesting services from Telecom

There are a few fields that are on nearly every telecom request form:

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

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:

Subscriber's OSU ID number

Once the request has been completed, Telecom will email you a printable long distance authorization code card.

Save a copy of this file as "Last Name-First Name" in the S:>Restricted Shared Drive>Admin>Building>Telecom>Long Distance Codes.
Print out a copy of the card and laminate it for the employee. Save the attached instructions.
Deliver card and instructions to the employee

Name Change to activate voice mail

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:

Requested Completion Date
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.

Once the request has been completed, Telecom will send you an email with instructions to do the initial voicemail set up. Forward this email to the new employee.

Add to call groups as needed

Many positions have a need to answer additional phone lines. In Circulation, they may need to answer the Circulation desk number from their phone. In RAS, they may need to answer the loading dock chime. There are two ways to set this up: Call pick-up groups and bridges.

Call pick-up group: This is a group of numbers that are linked to an anchor number. Telecom has the names and phone numbers of each employee who is part of the group. Employees answer the call pickup group number by dialing *7 when they hear the anchor number ring. We are moving away from this method because there are some disadvantages:

Employees can only be a member of one pick-up group.
The number doesn't ring on their phone. They have to see the line light up and/or be within earshot of the anchor phone.
The list can become outdated quickly and require a lot of work to update.

Bridged numbers: A bridged number basically creates a bridge between two phone lines. We try to do a bridge when we can because of the advantages it provides:

The employee doesn't have to dial *7. They can simply pick up their phone to answer the call.
We can request whether or not the employee's phone will ring when the bridged number is called, so the employee doesn't have to be within earshot of the bridged phone.
Employees can have multiple bridges to their phone.

Request a Voice Programming Change to add, remove or update a pick-up group or bridge. In addition to the information listed above, you will need the phone number you want programmed and a detailed description of what you are asking for. If you are asking for a programming change to apply to multiple lines at the same time, it is often easier for Telecom if you create a spreadsheet listing all the pertinent information for each line and add it as an attachment to the request.

Directory update as needed

When an employee is hired, HR automatically submits the directory information for the new employee to Telecom. However, sometimes HR doesn't have all the pertinent directory information such as office phone number. When an employee has been hired, you can look them up in the online directory or the Outlook Address book. If you notice missing or inaccurate information, such as the office phone number, you can submit a Directory Change request. If you are requesting updates for multiple employees at once, create a spreadsheet and attach it to the request. This ensures better accuracy and less confusion for Telecom.

Quick reference guides for phone and voicemail

One way to ease the transition for new staff is to ensure they have all the resources they need including quick reference guides for their phone and voicemail. You will need to determine which model of phone they have before you send this information. The phone model can typically be found by looking at the underside of the phone. All of the phone guides can be found in the Shared Drive as well as on the wiki through a shared box link.

Remove phone number from unused number list

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.

Offboarding

Deactivate Long Distance Authorization code

Name Change to deactivate voice mail

Add phone number to unused numbers list

Phone repair

Moving phone lines

Telecom Closets

Data ports

Building Resources

Existing Call groups and bridges

Telecom Coordinator