Services

Telecomm Services guide

How to get a telephone

All telephones should be requested through your faculty/departmental telephone representative (Faculty/Department Contacts ), who will fill in the relevant details on a Telephone Directory Amendment Form. A telephone connected to the internal university network will be provided with one of the following classes of access:

1. internal and local external calls only
2. internal, local, national and mobile external calls only
3. internal, local, national, mobile and international external calls

The access class provided will be decided in discussion with your faculty/departmental telephone representative bearing in mind your job needs.

Moves and Changes

Moving an existing telephone or changing its facilities should be carried out through your faculty/departmental telephone representative, who will fill in the relevant details on a Telephone Directory Amendment Form.

Installation

Upon receipt of a request for a new extension number, a works request number will be issued to you or the person who sent us the request on your behalf. The time to complete the task will depend on the nature of the work required and an initial assessment will be made to determine the specific requirements of the Faculty/Department before the work is carried out.

How to use a Telephone

All extensions at UWE are of the form 8xxxx and can be accessed from outside by Directly Dialing In (DDI) using the format 0117 32 8xxxx.

Useful Numbers

Outside line (PSTN) access 9

UWE Operator 100

Voicemail access from own phone 121

Voicemail access from other phone 131

IT Services Help Desk 123

UWE Operator from PSTN 0117 9656261

Telephone Facilities and Features

There are many different features and facilities available on the University telephone system. A summary of the function codes is shown below.

Telephone function codes

FAULTS

Basic Checks

Before reporting a fault it would be helpful if you could carry out the following checks.

1. That the instrument is plugged into the socket correctly.
2. If the instrument requires a mains supply, check that the mains supply is on
3. If the above points are correct then, if possible, borrow another instrument from a colleague and plug it into your socket and attempt to make a call. When reporting the fault, this information will help to determine whether the fault lies with the instrument or the line.

Faults on any University managed telephone system (whether on an internal line or an externally provided line) must be reported to the IT Support Centre. Users should not contact external providers (such as BT) directly and calls to 9-151 etc will not be connected.

Reporting faults (Extension, Fax and Voicemail)

To report a fault contact the IT Support Centre

• Telephone: internal 123
• Telephone: from outside (0117) 32 83612
• Email: its.helpdesk@uwe.ac.uk

Response to Faults

Reported faults will be responded to as follows:

• Priority 1 more than one person affected and all service lost - initial response within 1 hour
• Priority 2 one person affected and all service lost - initial response within 2 hours
• Priority 3 more than one person affected and partial service lost - initial response within 1 hour
• Priority 4 one person affected and partial service lost - initial response within 2 hours

Time to fix will depend upon the nature of the fault.

All internal telephone/voice mail, auto attendant, queuing, etc. faults will be investigated and repaired by a Telecomms Services technician or equipment maintainer.

External Installations

Direct Exchange Line (DEL)

This is a Direct Exchange Line which is normally used for alarm services, special projects or where it is not possible to provide an internal extension. It is the same as a line into a private house. Installation cost is around £100 with an annual rental of around £165.

ISDN 2e

• This is the Basic Rate Access service to the Integrated Services Digital Network (ISDN). ISDN is a switched digital service. It offers voice, data, video and image transmission over a single telephone line, with vastly increased quality and data due to digital transmission.
• A single high-quality ISDN2e line has two 64k channels. In normal operation you use these separately, so you can make two calls at once. Each channel has its own telephone number.
• You can add further ISDN2e circuits to your installation, increasing the number of simultaneous connections and/or available data bandwidth, e.g. for some video conference installations 3 ISDN2e lines are required.
• Installation cost is around £249 and rental £372 per annum. Other pricing options are available.

ADSL - (Asymmetric DSL)

Provided over an existing telephone line (DEL), ADSL converts the line to a high speed digital line for fast connection to the Internet. It is called asymmetric because it provides more bandwidth – higher capacity, higher speed - from the local exchange to the end user than from the end user to the local exchange. Typical speeds are 256 kbit/s from office to Internet and 512 kbit/s Internet to office. Speeds of up to 2 Mbit/s are available for additional cost. This makes it ideal for applications where the end user downloads more information than they upload, such as internet surfing. It can be used at the same time as the phone without affecting service. Costs vary depending upon supplier, data rate chosen and whether there is a limit on the amount of data downloaded. This facility would only be used where the university’s internal data network was not available or suitable for the required application.

SDSL - (Symmetric DSL)

This is similar to ADSL but offers the same data rate in both directions. It is suited to situations where the user needs to both send and receive large amounts of data.

Acceptable Use of Telephones

Telephones are provided to enable staff to carry out their jobs. It is recognised that a small amount of personal use may be necessary but frequent and heavy usage is not permitted, especially to mobile phones and international destinations. Calls to premium rate numbers starting with 09 are not permitted. If your job requires access to a 09 number please contact Telecomms Services to arrange access.

VOICE MAIL

There is a central voice mail service for the university providing the following functionality:

• Voice messaging – acts like an answering machine for individual extensions
• Voice mail – send and receive audio messages like e-mail. Messages can be sent immediately or in the future, to a single mailbox or a group of mailboxes.
• Voice forms – provides scripted prompts and allows users to choose options by pressing telephone keys
• Automated attendant – this is used on the main university number 0117 9656261 and allows callers to dial an extension if they know the number or hold on for connection to the operator. Out of business hours a message is played to inform the caller that the university is closed.

How to get Voice Mail

To request voicemail to be activated on your extension number, please contact the IT Support Centre.

How do I Access Voice Mail?

From your own telephone dial 121 and when requested enter your PIN number.

From another university telephone dial 131 and when requested enter your mailbox number then the PIN number.

From outside the university dial your extension number 0117 32 8xxxx or 0117 9656261 and when the greeting is playing press #. When requested enter your mailbox number then the PIN number.

How do I Operate Voice Mail

Instructions on how to operate your voicemail box are contained in the voicemail user guide http://www.uwe.ac.uk/its/knowledgebase/telecommservices/voicemail.shtml

How do I know when I have a voice message?

When a message arrives in your voice mailbox, for most users of the iSDX telephone system, the dialling tone on your telephone will be changed to a higher pitched tone than normal. Users of the Alcatel or Lync phone system will not get any dial tone changes. Unless it is specifically requested not to, a voicemail box will send e-mail notification of all voice messages waiting to the user or users of the extension. If the caller is from an internal extension or from an external telephone which doesn’t withhold its number then the e-mail will show the telephone number of the caller.

Directories

• Staff Telephone Directory
• Fax Directory - internal UWE fax directory
• System Abbreviated Dialing (SAD) - short codes for dialing other academic institutions
• Faculty/Department Contacts – faculty/departmental telephone representatives
• Yellow Pages
• Yellow Pages Help
• BT - Directory Enquiries
• BT Directory Enquiries - Help & Tips
• 192.com - UK directory enquiry service
• International Dialing Codes
• International Telephone Directories

Using the staff telephone directory

From the Intranet UWE home page you can search on either forename or surname. When you have entered the search criteria in the UWE Telephone Directory section, you must press the ‘Find’ button.

If you want to search by a particular Department or Faculty you will need to press ‘more options’ button.

Similarly, if you require BT directory enquiries, a list of fax numbers or SAB numbers, simply click on the appropriate button.

Telephone Directory Amendment

The old ‘Telephone Amendment Form’ (TAM) procedure has ended now (October 2011) and been replaced with the Telephone Directory Amendment Form (TDA).

Please use the TDA form to request all Telephone Directory Changes, and email completed forms to Switchboard Services at switchboard@uwe.ac.uk

The TDA form only deals with directory changes, additional changes for any extension, such as dialling facilities, pick-up groups and voicemail changes should be directed to the IT Support Centre by dialling 123 or emailing its.helpdesk@uwe.ac.uk

Please note that should a line become spare, it is the responsibility of the Faculties and Departments to let us know via the IT Support Centre (helpdesk) if they need chargeable dialling permission to be removed from that extension. The removal of a user name from the directory by a TDA will not in itself trigger the removal of dialling permission.
We recommend that Faculty & Department ‘bill payers’ maintain observation of the extensions that have calls that they are being re-charged for.

The TDA form is available from http://www.uwe.ac.uk/its/corporate/services/telecomm.shtml