The primary function of NIUTEL-Telecommunications Services
is the operation and management of the universityís telecommunications
and networking communications systems for on- and off-campus
facilities. Telecommunications responsibilities include
telephone equipment, long distance service, wireless/cellular
services, paging systems, telecommunications technologies
and services, including the publication of the university
telephone directory. Networking responsibilities include
Internet interfaces and gateway services, as well as building,
enterprise, and wide-area communications facilities. Telecommunications
Services is the liaison for the university with Verizon,
McLeod, SBC, MCI, AT&T, and other suppliers of communications
services. All campus users of communications services
are billed for services provided through an interdepartmental
billing system. All charges for communications services
and corresponding payments to vendors are processed by
the Information Technology Services Business Office.
Services is organized into functional areas: customer
support service specialists, installation/repair technicians,
information/operator services, and desktop support technicians.
service specialists are responsible for telephone and
network service orders, telephone operations, voicemail,
voice processing applications, and providing training
and consulting in the use of university telephones and
Processing and Service Requests
All orders are entered by communications service specialists
as documented below. Orders are required for all telecommunications
requests, including telephone additions, deletions, and
changes. Orders are also required for networking additions,
deletions, and changes. Service requests are to be placed
in writing to Telecommunications Services. Questions concerning
orders or service requests should be directed to Telecommunications
customer service at 753-0963.
are charged back to the user departmentís account (Contractual
Services). Additional charges for repairs, software purchases,
and equipment or commodities used in providing service
are also charged back to the departmentís account.
for Telephone Service (Additions, Deletions, Changes)
to be made by e-mailing NIUTEL (address located in the
GroupWise directory) or a memo on departmental letterhead
authorized by the appropriate account fund advisor. To
expedite the processing of your order, the following information
- The type
of service required.
- The department
name and account number to be billed.
- The name
and telephone number of the contact person.
- The date
when the service is needed.
- The location
including the building, room, and jack.
- The type
- The feature
codes desired and key line-up if applicable.
needs and services should be specified in detail.
services can also be requested.
Services offers several options for operator and information
services. Live operators answer directory assistance and
NIU information requests at 753-1000. An automated voice-activated
directory allows directory information for faculty, students
and staff 24X7 by dialing 753-4000.
Services staff are responsible for the installation and
repair of all telecommunications equipment and networking
cable, terminals, and fiber for on- and off-campus facilities.
This groupís workflow comes from work orders written by
the communications service specialists and trouble tickets
written by Customer Support Center staff. Questions or
comments about work orders should be directed to the Telecommunications
Customer Support group at 753-0963. Questions or comments
about trouble tickets should be directed to the Customer
Support Center at 753-8100.
Support (Office Equipment and PC Installation)
and workstation repair and maintenance is a function of
Field Service Support staff. Technicians repair microcomputers
and attached peripherals. Specifically, the staff is trained
in the repair of IBM-compatible PCs, Apple Macintosh computers,
Hewlett-Packard printers, general PC component replacement,
and software recovery. In addition to computer repairs,
this group services all makes and models of typewriters
and other office machines as time and parts availability
are equipped with all the necessary tools and software
to isolate trouble and, as necessary, provide for recovery
from fixed disk failures, eradicate computer viruses,
and restore microcomputers to operational condition.
are provided on a materials-cost-recovery and/or contractual
basis. A 90-day warranty is provided following repairs
completed by this unit.
of equipment not covered under a maintenance contract
is billed to the department requesting repair services
for the cost of materials (parts and supplies) used. Charges
for these material costs are made to the departmentís
account (Contractual Services).
and repair requests can be made by telephone to the ITS
CSC at 753-8100. All service requests (Trouble Reports)
should include the following information:
inventory tag number, for equipment requiring an inventory
tag (items not proven to be NIU property will not
and model of machine, if known.
name, account number, and equipment location.
- Name and
phone number of contact person.
of problem. If possible, a sample of outputs or details
on when the problem occurs is helpful.
Support technicians are not in the position to approve
payment for repair services performed by off-campus vendors
as a result of direct contact between departments and
outside vendors. Repairs made under warranty coverage
must be coordinated with the Procurement Department. Assistance
with warranty repair will be provided by Field Support
staff when a copy of the purchase order is made available
at the time the Trouble Report is submitted.
Support staff may authorize outside vendors to perform
repair services when an open order is already in place
to cover the repair costs, or when total repair costs
are under $500. When this situation arises, the department
will be subject to all charges for the repair (parts,
labor, travel, etc.) unless the equipment is covered by
an annual maintenance contract. Repair charges from outside
vendors will be billed to the departmentís account (Contractual
Policies and Acceptable Use Guidelines
Use of University
The use of
university telephones is intended for university business.
University business calls include emergency calls and
calls that are in the best interest of the university.
A telephone call must meet the following criteria to be
considered a business call:
- It does
not adversely affect the performance of official duties
by the employee or the employeeís organization;
- It is
of reasonable duration and frequency; and
- It could
not have reasonably been made during non-work hours.
circumstances that fall under the above guidelines include,
but are not limited to, the following:
is required to work overtime and calls within the
local commuting area (the area from which the employee
regularly commutes) to advise his or her family of
the change in schedule and to make alternate arrangements
for transportation or for child- or elder-care.
makes a brief call to a location within the local
commuting area to speak to their spouse, minor children,
or elderly parent (or those responsible for them,
e.g., school, day care center, nursing home, etc.).
makes a brief call to a location within the local
commuting area that can be reached only during working
hours, such as a local government agency or a physician.
call that must be made during working hours may be permitted
if it is: (1) charged to a personal credit card; (2) charged
to a home telephone; (3) charged to the called party;
or (4) made to a toll free number. For any use of university
telephones beyond the parameters of this policy, employees
shall be charged the cost associated with the calls.
and Third Party Calls
university personnel are prohibited from accepting collect
calls or placing third party calls and charging them to
a university number. Most incoming calls to NIU phone
lines are automatically blocked from receiving collect
and third party calls by all carriers who subscribe to
the LIDB database. If your department has a need to receive
such calls, special arrangements must be made with Telecommunications
Services and Internal Audit for authentication and payment
Calls to 900
area code numbers are generally blocked from originating
from any university number. If your department has a need
to make such calls, contact Telecommunications Services
of Cellular Phones
Services offers cellular phone service on a rental basis
to administrative users. Those interested in obtaining
the service must complete the Cellular Service Request
Form (refer to Procedure 23-8 for a sample form). No other
cellular services except those offered or arranged by
Telecommunications Services are authorized for employee
use and payment with university funds. All associated
costs will be billed to the appropriate department. This
policy applies to the use of cellular services paid for
by university funds. Because premium rates apply to cellular
calls, and because the university promotes safe and responsible
use of cellular devices, the following additional restrictions
- The call
must be placed on a non-cellular phone if one is accessible;
- If possible,
the call should be delayed until a non-cellular phone
- Cell phones
should not be used while operating motor vehicles
or engaging in other hazardous activities requiring
of Telecommunications Charges
It is the responsibility
of the Dean, Department Head or person who is fiscally
responsible for the account being billed, to verify the
accuracy of all charges and note any discrepancies or
unacceptable use. A department summary, exception and
detail report are sent monthly.
are responsible for maintaining records to justify all