Management of USP ‟s standard telecommunication services.

Activities include:

• Provisioning Analogue, Digital and VoIP (Voice over IP) telephones with either DID (Direct In Dial) calling or internal locals
• Provisioning Voice mail accounts
• Set-up of advanced or specialty features such as: multiple lines, long distance, programmable functions and buttons (e.g. transfer, call forward, 3-way conference calling, etc.) and call display features
• Providing specialty services as required, including:
• Audio Conferencing (Polycom audio conferencing devices
• ACD (Automatic Call Distribution) queuing and reporting
• Dedicated analog phone lines for fax lines, modems, etc.

Service characteristics

• Ongoing service that is renegotiated annually.

Service Available:

• 24 X 7 X 365

Support Hours:

• M – F: 0800 – 1630, excluding USP holidays

Online Materials available 24 x 7 (through the ServiceDesk Knowledgebase)

Scheduled Maintenance Window:

• Digital phone network:
  Not applicable

VoIP phone network (via USP Internal network):

• Every Saturday, 1800 – 2400

Starting on the Friday before the scheduled Maintenance window, notices regarding downtimes will be announced to USP

Service is available to USP departments

Service level objective

Service level targets:

Phone repairs:

• The Vendor's Technician will be dispatched within 1 working day. Actual repair time may depend on replacement parts availability.

Loaner Polycom devices:

• min 3 working days (depending on availability*)

All other phone work orders (including new installations, programming changes, etc.):

• 3 working days

It is recommended that loaner polycom devices are booked as far in advance as possible as there are a limited number of units available.

Customers of this service

Staff:

• Administrative and Teaching staff issued office phones.

Not included:

• Phone sets that are not provisioned by IT Services Telecom (i.e. Phones from home, etc.)
• Headsets
• Support for Fax devices

Business process enabled by this service

• This service provides basic and advanced telecommunication functions to enable USP staff to communicate internally and externally.

Customer role

• All staff who have been issued Voice mail accounts are expected to record voice mail greetings in accordance with the USP Voice mail policy

All staff may contact the Service Desk (phone, walk-in, e-mail and service desk) with:

• queries regarding general telecom services
• general "how to" information (features, functions and voice-mail)
• requests for Voice mail password resets
• requests for Voice mail "message waiting" light resets and all staff may submit their own

Departments must submit a requests on behalf of their departments for the following work orders:

• new phone installations (new phones, lines, phone upgrades, etc)

Specialty services:

• loan Polycom devices
• dedicated analog phone lines for fax lines, modems, etc.

Management of USP owned cell phone and mobility devices

Activities include:

• Configuration of approved mobility devices including cell phones, Tablet PC's and Blackberry devices

Service characteristics

• Ongoing service that is renegotiated annually.

Mobility Support Hours:

• M – F: 0800 – 1630, excluding USP holidays
• Online Materials available 24 x 7 (through the Service Desk Knowledgebase)
• Service is available to USP Departments

Service level objective

Service level targets:

New device configuration request:

• Cell phones - 2 working days
• Blackberry devices – 2 working days

Customers of this service

Staff:

• Authorized administrative and teaching staff issued mobility devices.

Not included:

• Support for personal Mobility devices or personal accessories
• Support for Blackberry features other than basic phone and data
• Support for ring-tone downloads

Business process enabled by this service

• This service supports the use of mobile communications for USP.

Customer role

• Lost or damaged mobile devices – Departments are responsible for paying for the replacement of lost or damaged devices as this is not covered by warranty.
• Please provide the following information (as appropriate):
• name and contact information (phone, office/lab location or e-mail)
• Problem or symptoms experienced

How to access this service

• Each department may submit authorized work requests through the Help Desk system.
• All requests for new mobility devices must be submitted through the Help Desk system