Telecommunication Systems
Description of Service
Telephone, mobile phone and mobile radio communications.
Client Groups/Eligibility for Services
University staff and students who have access to the appropriate equipment.
Provider Responsibility
- To provide, configure and maintain central telecommunications equipment.
- To manage the installation of new, and maintain existing, cabling and voice connection points.
- To provide and advise on mobile telephones.
- To provide voice-mail and auto-attendant facilities.
- To provide switchboard and operator services.
- To provide technical support for the telephone and radio service.
- To liaise with the Facilities Management Directorate in order to plan and advise on the strategy for major new voice installations and provide quotations within 10 working days of receipt of the request.
- To liaise with departments to develop telecommunications facilities.
- To implement requested changes to telephone connections.
- To make best efforts to minimise the costs of external telephone traffic.
- To manage internal re-charging of telephone calls.
- To provide a telephones loan service.
User Responsibility
- To provide adequate advanced warning (minimum 5 working days for small jobs) of any work that may impact on cabling and network connection points.
- To report faults and make requests through the departmental telephone liaison officer.
Availability of Service
The telephone service is available 24 hours a day, 7 days a week.
Service Statistics/Outputs
Summary of call volume per extension.
Personal use of accounts.
Itemised accounts available on request.
Record of telephone service down-times.
Database of jobs including date of notification and completion.
Service Measures
Percentage up-time of 99.98%.
Faults will be investigated within 4 working hours of reporting to the Telecommunications section.
Installation of a new voice point will be completed within 10 working days of the Friday following the receipt of the order, unless delayed by major building work, the discovery of asbestos or unavailability of access to the cable route.
Connection moves and changes will be dealt with within 5 working days of receipt of the request.
Service changes will be made within 8 working hours.
Quotations for work to be carried out will be provided within 10 working days of receipt of the request.
Dependencies
External telecommunication providers.
External contractors.
Services: power, air-conditioning.
Timely liaison between the Facilities Management Directorate and external contractors.
Timely receipt of information from the Facilities Management Directorate on future developments for the estate, changes of occupancy, etc.
Timely availability of access to rooms and cable routes.
Feedback and Monitoring
Staff survey.
CiCS User Group.
Benchmarking
See Section 7 of the Introduction.
Comparisons are made with commercial operators.
Exclusions
Equipment and services not sourced via CiCS.
Location of Service
- ICT Support in Customer Services.
Charges
£260 for live telephone point installation including connection to switch.
All other charges as advertised on the web.
Failure Response
Faults will be investigated within 4 working hours of reporting to the Telecommunications section via phone@shef.ac.uk or the HelpDesk, according to severity and location.