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MSU Telephone Coordinator Training Seminar Presented By: ITC - Telephone Services November 3, 2011 Presented By: ITC - Telephone Services November 3,

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Presentation on theme: "MSU Telephone Coordinator Training Seminar Presented By: ITC - Telephone Services November 3, 2011 Presented By: ITC - Telephone Services November 3,"— Presentation transcript:

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2 MSU Telephone Coordinator Training Seminar Presented By: ITC - Telephone Services November 3, 2011 Presented By: ITC - Telephone Services November 3, 2011

3 Overview 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

4 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.

5 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

6 Duties of Telephone Coordinators Understand how to request service and completing proper forms for requests – e.g. voic , 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. voic , 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.

7 ITC – Telephone Services Website & Phone No

8 Website Links Telephone & Wiring Service Requests [TNSR] Voic Requests Phones & Phone Upgrades BlackBerry Exchange Service Directory Updates & Information Cables & Wires & Jacks Telephone & Wiring Service Requests [TNSR] Voic Requests Phones & Phone Upgrades BlackBerry Exchange Service Directory Updates & Information Cables & Wires & Jacks

9 TNSRs (Telephone & Network Service Requests) Moves, adds, and changes: phone lines, equipment, network connections, voic , or features Must be signed by the Telephone Coordinator Online submittal provides convenience of extra pages, if needed. Well see an example of this Moves, adds, and changes: phone lines, equipment, network connections, voic , or features Must be signed by the Telephone Coordinator Online submittal provides convenience of extra pages, if needed. Well see an example of this

10 TNSR & Voic 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/tele phoneservices/onlinereg/tsrform2.php https://www.montana.edu/wwwitc/tele phoneservices/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/tele phoneservices/onlinereg/tsrform2.php https://www.montana.edu/wwwitc/tele phoneservices/onlinereg/tsrform2.php

11 Completing 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 dont know what kind of phone it is, just leave it blank. If its 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 dont know what kind of phone it is, just leave it blank. If its network, you may enter Network

12 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 its a network connection, a jack # is requested. 6. Description – Describe what you want to have done. If you dont have a jack number, You can Fax or 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 its a network connection, a jack # is requested. 6. Description – Describe what you want to have done. If you dont have a jack number, You can Fax or description of the room, or a map of the room. ***At the bottom, be sure to include the billing index #

13 TNSR Example

14 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 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 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

15 Reminders! TNSRs 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 TNSRs 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

16 Meridian 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.

17 Meridian Mail Features, cont. Does he/she have voic ? You can check to see if someone has voic by using the Express Messaging system. If the extension doesnt have voic , you will get a beep with a message stating the extension called does not subscribe to voic . VOIC GUIDE IS ALSO ONLINE!!!!GUIDE eservices/voic guide.html eservices/voic guide.html Does he/she have voic ? You can check to see if someone has voic by using the Express Messaging system. If the extension doesnt have voic , you will get a beep with a message stating the extension called does not subscribe to voic . VOIC GUIDE IS ALSO ONLINE!!!!GUIDE eservices/voic guide.html eservices/voic guide.html

18 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

19 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

20 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

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

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

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

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

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

26 Other 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.

27 Repair Calls and Procedures What is a repair call? - No Dial Tone - Buttons not working - Feature problem - Static Proper procedure - Try Troubleshooting GuideTroubleshooting Guide - Call Telephone Repair at Ext What is a repair call? - No Dial Tone - Buttons not working - Feature problem - Static Proper procedure - Try Troubleshooting GuideTroubleshooting Guide - Call Telephone Repair at Ext. 2813

28 Recurring Information Requested Online Directory: If someone isnt listed online, we need to input their information into our database. Where to look: https://www3.montana.edu/people/dplist 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 to: Online Directory: If someone isnt listed online, we need to input their information into our database. Where to look: https://www3.montana.edu/people/dplist 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 to:

29 Speaker 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)

30 Thank You! Questions? Sylvia S– Ext Silvia H – Ext David – Ext Questions? Sylvia S– Ext Silvia H – Ext David – Ext. 4671


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