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UCLA Procedure 350.1:
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Telephone and Voice Related Services |
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Issuing Officer:
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Administrative
Vice Chancellor |
Printable View
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Responsible Dept:
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Communications Technology Services |
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Effective Date:
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July 16, 2001 |
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Supersedes:
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UCLA
Procedure 350.1, dated 9/1/1985 |
References
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Background
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Statement
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Procedures
I. REFERENCES
- UCLA
Policy 350,
Telecommunications Systems Services;
- UCLA
Communications Technology Services Web site.
II. BACKGROUND
Voice telephone service is provided centrally through the use of
a University-owned telephone switching system and specific auxiliary
equipment (i.e., key system units) as required. Service requested
by customers from outside carriers (GTE, PacBell, AT&T, etc.) terminates
at one of the MPOE's (Minimum Points of Entry), the point at which
the local exchange carrier cable first enters a university building.
Communications Technology Services (CTS) is responsible for extending
service from this point to the designated location. CTS also provides
off-campus locations with voice service or consultation based on
their proximity to campus and desired service plans.
III.
STATEMENT
CTS approves
and provides the connection for all electronic and/or electro-mechanical
devices used for voice transmission at the University. All telephone
sets, auxiliary equipment and accessories to be used for provision
of voice service communication must be approved by CTS. In general,
CTS requires that all major campus voice service equipment be provided
to UCLA customers on a leased basis. In those cases where CTS does
not offer a voice product or service, it will work with customers
to identify an appropriate source that satisfies customer requirements.
CTS ensures that all equipment and components are in compliance
with industry standards and FCC regulations. CTS maintains a policy
of diversification for local, long distance and cellular calling
services to ensure advantageous service and pricing plans to its
customers.
IV.
PROCEDURES
The following
procedures describe how users may request voice related services
including installation, removal or change, and initiate repair of
malfunctioning equipment or services.
A. Ordering Services
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RESPONSIBILITY |
ACTION |
| UCLA
Department |
Submits voice related service
request to the CTS Work Control Center (WCC). Requests can
be submitted via one of the following methods:
- Express Order Service
(phoned in) - for move/add/change service involving 1-5
lines and/or sets; 1-5 VoiceNet mailboxes; 1-5 software
features.
- OnLine TSR
(Telecommunications Service Request) - for all levels of
service requests - Express, Basic or Complex (project).
- TSR Form
(mailed, hand-delivered, faxed) - for all levels of service
requests - Express, Basic or Complex (project).
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CTS |
Prioritizes
orders for service based on urgency (see Policy
350). |
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Determines
delivery of service intervals based on the type and magnitude
of service requested:
- Express
Order service is delivered within three working days of
the request being called in.
- Basic
service is estimated for delivery within 5 working days
after the request is received by the WCC.
- Complex
service is negotiated on a project basis by a CTS Project
Manager and department representative.
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B. Troublshooting and Repair
The
CTS Repair Desk is responsible for all Campus voice eqiupment and
system service calls.
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RESPONSIBILITY |
ACTION |
| UCLA
Department |
Contacts
the CTS Repair Desk to report voice equipment and/or system
problem. |
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CTS Repair Desk Specialist
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Responds
to all initial trouble reports and attempts to isolate and resolve
the problem. |
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unable to resolve problem, disseminates request to the field,
the Network Operations Center, or to an outside vendor (e.g.,
GTE) as appropriate. Technicians in one of these areas work
to resolve the reported problem. |
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Coordinates all activity for
dispatched problems until resolution is reached and as necessary,
provides status reports to the customer until resolution is
achieved.
Note: Standard/non-service
affecting repair is dispatched within 4 hours. Emergency/service
affecting repair is dispatched immediately.
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| Issuing
Officer |
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/s/ Peter W. Blackman |
____________________________________________
Administrative Vice Chancellor
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Questions
concerning this policy or procedure should be referred to
the Responsible Department listed at the top of this document.
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