MSU Telephone Coordinator Training Seminar

MSU Telephone Coordinator Training Seminar

Presented By:

ITC - Telephone ServicesNovember 3, 2011

Presented By:

ITC - Telephone ServicesNovember 3, 2011

Overview of TrainingOverview of Training

Duties of the Telephone Coordinator

Forms and documents and how each are used

Repair call procedures

Information needed for the online campus directory & database

Speaker phone rental information

Duties of the Telephone Coordinator

Forms and documents and how each are used

Repair call procedures

Information needed for the online campus directory & database

Speaker phone rental information

Telephone Services – who we are and what we do for you!

Telephone Services – who we are and what we do for you!

We: Provide dial tone for users on campus, residence halls,

& agencies

Administer telephone support to all of our clients

Liaison with Facilities for new conduit, voice, or data services needed in new construction projects

Purchase headsets and other phone equipment

Provide information on conference calling services, speaker phone loaners.

We: Provide dial tone for users on campus, residence halls,

& agencies

Administer telephone support to all of our clients

Liaison with Facilities for new conduit, voice, or data services needed in new construction projects

Purchase headsets and other phone equipment

Provide information on conference calling services, speaker phone loaners.

Staff Members for Telephone Services

Staff Members for Telephone Services

David Zeter – Comm Svcs Manager Sylvia Sparkman – Computer Specialist I Silvia Harrington – Program Assistant Vicky Lund – Telephone Maintenance

Technician Cindy Tirrell – Program Coordinator –

Communications Wiring

David Zeter – Comm Svcs Manager Sylvia Sparkman – Computer Specialist I Silvia Harrington – Program Assistant Vicky Lund – Telephone Maintenance

Technician Cindy Tirrell – Program Coordinator –

Communications Wiring

Duties of Telephone CoordinatorsDuties of Telephone Coordinators

Understand how to request service and completing proper forms for requests – e.g. voicemail, new lines, phones, etc.

Understand repair procedures and report problems to us immediately.

Inform us of any departmental changes, including new hires, terminations, etc.

Understand monthly telephone bills that department receives.

Assist new staff members on usage of their phone, voice mail, etc. and the features available.

Be able to pass the duties to the new coordinator and be able to train them on what you know.

Understand how to request service and completing proper forms for requests – e.g. voicemail, new lines, phones, etc.

Understand repair procedures and report problems to us immediately.

Inform us of any departmental changes, including new hires, terminations, etc.

Understand monthly telephone bills that department receives.

Assist new staff members on usage of their phone, voice mail, etc. and the features available.

Be able to pass the duties to the new coordinator and be able to train them on what you know.

ITC – Telephone Services Website & Phone No.

ITC – Telephone Services Website & Phone No.

http://www.montana.edu/itcenter/

994-1010

http://www.montana.edu/itcenter/

994-1010

Website LinksWebsite Links

Telephone & Wiring Service Requests [TNSR] Voicemail Requests Phones & Phone Upgrades BlackBerry Exchange Service Directory Updates & Information Cables & Wires & Jacks

Telephone & Wiring Service Requests [TNSR] Voicemail Requests Phones & Phone Upgrades BlackBerry Exchange Service Directory Updates & Information Cables & Wires & Jacks

TNSRs (Telephone & Network Service Requests)TNSRs (Telephone & Network Service Requests)

Moves, adds, and changes: phone lines, equipment, network connections, voicemail, or features

Must be signed by the Telephone Coordinator

Online submittal provides convenience of extra pages, if needed. We’ll see an example of this

http://www.montana.edu/itcenter/

Moves, adds, and changes: phone lines, equipment, network connections, voicemail, or features

Must be signed by the Telephone Coordinator

Online submittal provides convenience of extra pages, if needed. We’ll see an example of this

http://www.montana.edu/itcenter/

TNSR & Voicemail OnlineTNSR & Voicemail Online

Complete both forms at the same time! Easy and convenient

Complete online and automatically submitted to Telephone Services at https://www.montana.edu/wwwitc/telephoneservices/onlinereg/tsrform2.php

Complete both forms at the same time! Easy and convenient

Complete online and automatically submitted to Telephone Services at https://www.montana.edu/wwwitc/telephoneservices/onlinereg/tsrform2.php

Completing the TNSRCompleting the TNSR

BOX:

1. Enter name of employee, lab, etc. If new hire, include title, and degree if any.

2. Enter current location, building, and room number.

3. Enter type of service – M for move, C for change, A for add or new, D for delete, or O for other.

4. Phone or Network Type – if you don’t know what kind of phone it is, just leave it blank. If it’s network, you may enter “Network”

BOX:

1. Enter name of employee, lab, etc. If new hire, include title, and degree if any.

2. Enter current location, building, and room number.

3. Enter type of service – M for move, C for change, A for add or new, D for delete, or O for other.

4. Phone or Network Type – if you don’t know what kind of phone it is, just leave it blank. If it’s network, you may enter “Network”

Completing TNSRs, cont.Completing TNSRs, cont.

5. Phone # (DN) – Enter the extension that needs to be changed or moved. If it is a new # requested, enter “NEW” and the jack # that it is being installed at. If it’s a network connection, a jack # is requested.

6. Description – Describe what you want to have done. If you don’t have a jack number,

You can Fax or E-mail description of the room, or a map of the room.

***At the bottom, be sure to include the billing index #

5. Phone # (DN) – Enter the extension that needs to be changed or moved. If it is a new # requested, enter “NEW” and the jack # that it is being installed at. If it’s a network connection, a jack # is requested.

6. Description – Describe what you want to have done. If you don’t have a jack number,

You can Fax or E-mail description of the room, or a map of the room.

***At the bottom, be sure to include the billing index #

TNSR ExampleTNSR Example

Completing TNSRs, cont.Completing TNSRs, cont.

All work requests for new jacks, network, or phone, must be on a TNSR

If Questions on Wiring & New Jack, Call Cindy Tirrell at 994-2882

A map is required for a new jack installs. Fax to extension 1955

Phones remain the property of ITC – when line is deleted, phone is returned to ITC

All work requests for new jacks, network, or phone, must be on a TNSR

If Questions on Wiring & New Jack, Call Cindy Tirrell at 994-2882

A map is required for a new jack installs. Fax to extension 1955

Phones remain the property of ITC – when line is deleted, phone is returned to ITC

Reminders!Reminders!

TNSR’s are not used for repairs! Sign the work order and include your billing index

number New wiring requests – 10 business days, 20 for

major projects Send work requests to ITC – Telephone Services.

It will be passed on to the appropriate people Do not call Vicky asking for something to be done

- You MUST have the TNSR in our office prior to the work being completed

TNSR’s are not used for repairs! Sign the work order and include your billing index

number New wiring requests – 10 business days, 20 for

major projects Send work requests to ITC – Telephone Services.

It will be passed on to the appropriate people Do not call Vicky asking for something to be done

- You MUST have the TNSR in our office prior to the work being completed

Meridian Mail FeaturesMeridian Mail Features

Features: Auto login and Auto play. Auto login – allows you to simply press your “message” button and then you just have to request the messages to be played. Auto Play – new messages will be played automatically with a pause between to make other commands.

**Can have both auto login and auto play! Express Messaging: Dial “6061”, enter

extension desired plus the “#” key. Can leave message without interrupting calling party.

Features: Auto login and Auto play. Auto login – allows you to simply press your “message” button and then you just have to request the messages to be played. Auto Play – new messages will be played automatically with a pause between to make other commands.

**Can have both auto login and auto play! Express Messaging: Dial “6061”, enter

extension desired plus the “#” key. Can leave message without interrupting calling party.

Meridian Mail Features, cont.Meridian Mail Features, cont.

Does he/she have voicemail? You can check to see if someone has voicemail by using the Express Messaging system. If the extension doesn’t have voicemail, you will get a “beep” with a message stating the extension called does not subscribe to voicemail.

VOICEMAIL GUIDE IS ALSO ONLINE!!!! http://www.montana.edu//wwwitc/

telephoneservices/voicemailguide.html

Does he/she have voicemail? You can check to see if someone has voicemail by using the Express Messaging system. If the extension doesn’t have voicemail, you will get a “beep” with a message stating the extension called does not subscribe to voicemail.

VOICEMAIL GUIDE IS ALSO ONLINE!!!! http://www.montana.edu//wwwitc/

telephoneservices/voicemailguide.html

Phone Features:Phone Features:

M3902: Single line digital set with LCD display, hands-free speakerphone feature, message waiting light, and feature buttons for hold, transfer, and 3 other feature buttons.

Avail in Platinum Gray or Charcoal

M3902: Single line digital set with LCD display, hands-free speakerphone feature, message waiting light, and feature buttons for hold, transfer, and 3 other feature buttons.

Avail in Platinum Gray or Charcoal

Phone Features:Phone Features:

M3903: Multi-line digital set with up to 4 lines, an LCD display, hands-free speakerphone and 4 feature buttons.

Avail in Platinum Gray or Charcoal

M3903: Multi-line digital set with up to 4 lines, an LCD display, hands-free speakerphone and 4 feature buttons.

Avail in Platinum Gray or Charcoal

Phone Features:Phone Features:

M3904: Multi-line set with LCD display, hands-free speakerphone, message waiting light, 6 line or feature buttons, and 4 programmable keys for features.

Avail in Platinum Gray or Charcoal

M3904: Multi-line set with LCD display, hands-free speakerphone, message waiting light, 6 line or feature buttons, and 4 programmable keys for features.

Avail in Platinum Gray or Charcoal

Phones Features:Phones Features:

M2006: Single line digital set, which allows to have message waiting light to indicate new messages along with a message key.

M2006: Single line digital set, which allows to have message waiting light to indicate new messages along with a message key.

Phones Features:Phones Features:

M2008: Multi-line digital set, with 8 buttons for lines & features, including a message waiting light.

M2008: Multi-line digital set, with 8 buttons for lines & features, including a message waiting light.

Phones Features:Phones Features:

M2616: Multi-line digital set with 15 buttons for lines and features, including hands-free speakerphone and a message waiting light.

M2616: Multi-line digital set with 15 buttons for lines and features, including hands-free speakerphone and a message waiting light.

Phones Features:Phones Features:

2500/2554 sets: Analog phones and only used in dorms or labs.

2500/2554 sets: Analog phones and only used in dorms or labs.

HeadsetsHeadsets

Headsets: Are available for purchase. Give Telephone Services at 994-5050 a call or come visit and look at the catalog so you know exactly what you want and what you’re getting. A TNSR is required.

Headsets: Are available for purchase. Give Telephone Services at 994-5050 a call or come visit and look at the catalog so you know exactly what you want and what you’re getting. A TNSR is required.

Other EquipmentOther Equipment

Speaker Phones: Are available to purchase. If you are not sure of what you want, please come see the catalog to decide.

A TNSR is required. Other equipment wanted, please contact us – we

might be able to order it for you! We do not purchase Cordless Phones but can

advise you on them.

Speaker Phones: Are available to purchase. If you are not sure of what you want, please come see the catalog to decide.

A TNSR is required. Other equipment wanted, please contact us – we

might be able to order it for you! We do not purchase Cordless Phones but can

advise you on them.

Repair Calls and ProceduresRepair Calls and Procedures

What is a repair call?- No Dial Tone

- Buttons not working

- Feature problem

- Static

Proper procedure- Try Troubleshooting Guide

- Call Telephone Repair at Ext. 2813

What is a repair call?- No Dial Tone

- Buttons not working

- Feature problem

- Static

Proper procedure- Try Troubleshooting Guide

- Call Telephone Repair at Ext. 2813

Recurring Information RequestedRecurring Information Requested

Online Directory: If someone isn’t listed online, we need to input their information into our database. Where to look: https://www3.montana.edu/people/dplist

Ongoing Info needed: New hires, transfers, degrees, or if someone moves to another room or building – also changes in telephone coordinator

Send info by e-mail to: telephone@montana.edu

Online Directory: If someone isn’t listed online, we need to input their information into our database. Where to look: https://www3.montana.edu/people/dplist

Ongoing Info needed: New hires, transfers, degrees, or if someone moves to another room or building – also changes in telephone coordinator

Send info by e-mail to: telephone@montana.edu

Speaker PhonesSpeaker Phones

Speaker Phones for Rent: - Call ahead and reserve if possible- Free!- Analog phones (Adaptors are available, if necessary)

Speaker Phones for Rent: - Call ahead and reserve if possible- Free!- Analog phones (Adaptors are available, if necessary)

Thank You!Thank You!

Questions?Sylvia S– Ext. 2600Silvia H – Ext. 5050David – Ext. 4671

Questions?Sylvia S– Ext. 2600Silvia H – Ext. 5050David – Ext. 4671