Policies and Procedures
IT Connect > Phones and Cabling
Policy and Procedure Overview
Overview
The UW Information Technology Service Center supplies most telecommunications equipment for use by University departments. The UW Information Technology Service Center is a self-sustaining unit, and operates in a manner designed to recover most costs for equipment and services provided. Analysts are provided for ongoing support, and to assess user needs.
Level of Service Provided
In general, the level of telecommunications service provided is determined by the Dean or Vice-President of the requesting units. Costs for equipment and services provided will be charged to the appropriate budgets. If a grant budget is to be used, additional approval may be needed from the Grant and Contract Accounting Office.
Equipment and Services Offered
Telecommunications equipment and services will be provided on an as-requested basis, subject to University and UW Information Technology Service Center guidelines. Notable exceptions to equipment and services provided include answering machines, fax machines, modems, and some limited-use special equipment. Answering machines are not supplied, supported, or recommended by the UW Information Technology Service Center. Fax machines and modems are not supplied or supported by the UW Information Technology Service Center, but can be acquired at the discretion of the using department.
Effective July 1, 2002, University of Washington departments may purchase and be responsible for certain telephone equipment. Single line telephone sets, 2-line telephone sets, and 4-line telephones using RJ11C or RJ14C jacks, modular privacy devices, and headsets have been approved for customer acquisition.
We will continue to provide fully-managed solutions and are available to assist you in reviewing your communications requirements to ensure that you have the best solutions for your needs.
UW Information Technology Service Center policies regarding customer responsibilities and guidelines for purchasing equipment are listed on the Customer-Purchased Telephone Equipment Policies and Guidelines web site.
Requesting Equipment or Service
Unless otherwise noted on the Ordering Information page, please call the UW Information Technology Service Center at 206-221-5000, or email help@u.washington.edu to request more information, service, or repair.
Repair Policy
In cases where a monthly fee is paid to the UW Information Technology Service Center for equipment and/or services rendered, repairs to University equipment will be made free of charge. Where no monthly fee is paid, repair charges will be billed to the appropriate budgets on a time and materials basis. Currently, the only exception to this repair policy concerns Ethernet connections, which will be repaired free of charge, though users are billed only at installation.
Infrastructure
New buildings, remodels, and wiring projects are required to conform to certain telecommunications infrastructure standards as provided in the UW Facilities Design Information (FDI) Manual. Costs incurred in meeting these requirements are valid capital projects charges, and will be billed accordingly.
Unauthorized Changes to the University Telephone System
a. Installations
Unauthorized installations are frequently found to be in violation of safety and installation code standards, and may be removed upon discovery. A service charge will be assessed for equipment removal and reinstallation, as well as for repair to any damaged property.
b. Relocations
All relocations or extensions of UW Information Technology telephone sets must be coordinated through the UW Information Technology Service Center.
c. Auxiliary Devices
The installation of wire, cable, or jacks for user-owned auxiliary devices such as call sequencers, auto-dialers, data sets, and music-on-hold, must be coordinated through the UW Information Technology Service Center. Any cable or wiring installed by a user department that is found to be out of compliance with UW Information Technology Service Center standards will be ordered for correction at user expense.
Order Process When Requesting Service
The UW Information Technology Service Center has implemented a process to
ensure the safety of our employees. This process was developed
with the help of Environmental Health & Safety (EH&S)
in response to employee safety concerns.
Effective May 1, 2002, for any orders that need a UW Information Technology Service Center
employee on site, our Telecommunications
Analysts will ask customers if there are any hazards or health
and safety issues of which UW Information Technology should be aware before entering the work
location. If
such conditions exist, we will ask for the specific hazard and
risks, what training is required for our employees, and if any
Personal Protective Equipment (PPE) is needed. This information
will be noted on the Telephone Service Order (TSO).
Should customers not know if there are hazards or health and
safety issues, we will require the departmental Health and
Safety Coordinator to contact us with this information before
sending a UW Information Technology Service Center employee to the work
location. We will not send any UW Information Technology Service Center
employee to a potentially hazardous work site until all
required training is complete, PPEs are in place, or the hazard
no longer exists.
It is the policy of the University of Washington and the UW Information Technology Service
Center to provide and maintain safe and healthful
working conditions, and to follow operating practices that will
safeguard all employees and the public and result in safe
working conditions and efficient operation. We are committed to
ensuring that our staff is safe.
For information on developing a departmental safety plan please
visit the EH&S
website.
Thank you for your attention to this matter and for
distributing this important information to affected employees
of your department.
Where can I get more information?
Contact the UW Information Technology Service Center directly at help@u.washington.edu and by phone at 206-221-5000.Customer-Purchased Telephone Equipment Policies and Guidelines
Customers who purchase their own equipment will be accountable for its reliability and its suitability for their departmental needs. In addition they are responsible for ensuring that it is compatible with existing UW Information Technology Service Center equipment that they may use either currently or in the future, and that it conforms to all university-wide UW Information Technology Service Center policies. Please contact the UW Information Technology Service Center at 206-221-5000 to discuss these requirements if you are not familiar with them.
Single Line Telephone Set, 2-line Telephone Set, and 4-line Telephones
- Dial tone is provided and wired by the UW Information Technology Service Center.
- Set(s) must be FCC registered, modular plug equipped and analog capable.
- 2- and 4-line telephones must connect to RJ11C or RJ14C telephone jacks.
- Customer is responsible for telephone jack installation charges.
- Customer is responsible for programming the set features (speed dial, intercom buttons, etc.).
- Customer is responsible for repair, including battery replacement. Any repair reports the UW Information Technology Service Center receives that are isolated to trouble caused by the customer owned equipment are subject to billing on a Time & Materials basis.
Features such as Caller ID and Visual Message Waiting may not be compatible with all single line telephones.
2.4 Gigahertz cordless telephones are not recommended because of possible interference with campus wireless data.
Modular Privacy Devices
- Customer is responsible for installation.
- Customer is responsible for repair. Any repair reports the UW Information Technology Service Center receives that are isolated to trouble caused by the customer owned device are subject to billing on a Time & Materials basis.
Headsets
- Please see this page for information about headsets and adapters for use with UW phone systems.
- Customer is responsible for repair, including battery replacement. Any repair reports the UW Information Technology Service Center receives that are isolated to trouble caused by the customer owned device are subject to billing on a Time & Materials basis.
Fax Machines
- Dial tone and jack are provided and wired by the UW Information Technology Service Center.
- Customer is responsible for installation of the fax machine.
- Customer is responsible for programming the fax features.
- Customer is responsible for repair. Any repair reports the UW Information Technology Service Center receives that are isolated to trouble caused by the customer owned equipment are subject to billing on a Time & Materials basis.
Modems
- Dial tone and jack are provided and wired by the UW Information Technology Service Center.
- Customer is responsible for installation of the modem.
- Customer is responsible for repair. Any repair reports the UW Information Technology Service Center receives that are isolated to trouble caused by the customer owned equipment are subject to billing on a Time & Materials basis.
Guidelines for Purchasing Equipment
Examples of the types of telephones available for customer purchase include the Cortelco 2-line set and the Bell Sonecor 4-line telephone. These sets may be purchased through Graybar (206-701-3029, 800-654-1006) at a discounted rate for University of Washington departments.
Modular privacy devices are available and may be purchased through the UW Information Technology Service Center at help@u.washington.edu or 206-221-5000.
NOTE: the UW Information Technology Service Center leases the proprietary adapters (AT&T model 500A) for the Avaya 8400 series phones. Please call 206-221-5000 or contact help@u.washington.edu for more information.
Unauthorized Long Distance Calls
PolicyPersonal long distance calls may not be charged to the University long distance system. Any long distance personal calls made from University telephones must be charged to a personal credit card, or other non-UW billing number. Dialing instruction for using a personal credit card or charging a long distance call to a non-University billing number is available at: http://www.washington.edu/itconnect/phones/longdistance.html#direct_dial .
Unauthorized Long Distance Calls
The UW Information Technology Service Center will assist in identifying unauthorized toll calls. User departments will be charged for any long distance calls made from telephones within their system unless these calls can be identified and recharged to another number or person.
Collection Procedures
Each UW department is responsible for reviewing its monthly telephone bill, and identifying any amounts incurred by individuals making personal or otherwise unauthorized long distance calls.
If the user department is able to identify the caller, immediate payment for the cost of the call plus any applicable taxes will be requested. The check should reference the departmental budget which is to receive credit, should be made out to the University of Washington, and should be sent to UW Information Technology Business Operations, Box 354844, for processing. If payment is not made within 30 days, user departments should refer the matter to the Receivables Collection Office.
Unidentified Callers
If departmental records indicate an unauthorized toll call, and the caller cannot be identified, the UW Information Technology Service Center may be able to assist in determining the caller's identity. For more information, contact the UW Information Technology Service Center by sending email to help@u.washington.eduor by calling 206-685-7711.
Unauthorized UWATS Calls
For UWATS calls in which an authorization number has been fraudulently used, the UW Information Technology Service Center will assist the user department in any way possible. It should be noted, however, that credit will not be given in cases where a legitimate authorization code has been fraudulently used. Authorization codes can be changed immediately upon request by the department or individual to whom the code is assigned. Upon the departure of an employee with UWATS privileges, a request should be made to the UW Information Technology Service Center to cancel that employee's authorization number.
Authorization code security is the responsibility of each
assigned user, group, or department. The UW Information Technology Service Center does not
recommend the assignment of an authorization
code to more than one person; individual authorization code
assignments help to support overall system
accountability.
Use of State Resources (WAC
292-110-010)
Departmental Relocations
In the event of telephone or other telecommunications service relocations, normal installation charges apply. Installation charges are generally dependent on the type and extent of the service(s) involved, and on the nature of the future facilities.
Current UW Information Technology Service Center policy states that once an Ethernet connection is installed it may be used at the installed location without recurring charge. If you are moving to a building off campus, monthly rates may apply. You can verify these costs by contacting help@u.washington.edu. If facilities are required at your new location, and/or remodeling requires moving an existing connection, normal installation charges will apply.
Contact the UW Information Technology Service Center 206-221-5000, or help@u.washington.edu, for Ethernet or other computer cabling relocations.
Contact UW Information Technology Service Center 206-221-5000 or help@u.washington.edu, for telephone or other telecommunications service relocations.
Ethernet
UW Information Technology Service Center can determine if ethernet connections already exist at your new location, or conduct a survey to determine if facilities are adequate for service. Typical network installation currently requires two week advance notice.
When you know what rooms you will be relocating to, and what your ethernet requirements will be, relay the following information to the UW Information Technology Service Centerby sending email to help@u.washington.edu or by calling 206-221-5000:
- Equipment and services needed
- Date of the move
- Current and new locations
- Department name
- Budget or grant number(s)
- Current telephone number(s)
- Current IP address(es)
Telephone and other telecommunications services
Discuss with your office staff the telecommunications services needed at your new location. To find out what's available, and to help determine the appropriate level of service for your office, contact the UW Information Technology Service Center and ask to speak with an analyst.
When you are ready to place an order, relay the following information to the UW Information Technology Service Center by sending email to help@u.washington.edu or by calling 206-221-5000:
- Equipment and services needed
- Date of the move
- Current and new locations
- Department name
- Budget or grant number(s)
- Current telephone number(s)
Off-Campus Locations
All costs associated with the moving and installation of telecommunications equipment will be billed to the appropriate budget or grant number(s).
