Core Services Catalogue - BCIT

Customer role
All staff who have been issued Voice mail accounts are expected to record voice
mail greetings in accordance with the BCIT Voice mail policy – Policy #7521.
All staff may contact the Service Desk (phone, walk-in, e-mail and e-Help Desk)
with:
� queries regarding general telecom services
� general “how to” information (features, functions and voice-mail)
� requests for Voice mail password resets
� requests for Voice mail “message waiting” light resets
and all staff may submit their own e-HelpDesk work requests for:
� phone repairs * (for their personal office phones)
Departmental Telecommunications Coordinators must submit an e-HelpDesk
requests on behalf of their departments for the following work orders *:
� new phone installations (new phones, lines, phone upgrades, etc)
� general telecom changes:
- hold local for reassignment
- local disconnection and removal
- local reassignment
- local transfer
- long distance
- phone directory updates
- phone moves
- voice mail
� specialty services:
- loaner Polycom devices **
- conference cards
- Inbound 800 (and 888) service
- ACD (Automatic Call Distribution) queuing and reporting
- dedicated analog phone lines for fax lines, POS, modems, etc.
* Allow 10 working days lead time for all phone work orders (except phone
repairs which will be handled on a priority basis.)
** Departments using loaner Polycom devices must return the unit to the
IT Services Service Desk Walk-in counter immediately after use.
Please provide the following information (as appropriate):
� Telecommunications Coordinator’s name and contact information
(phone, office/lab location or e-mail)
� Org and expense codes (for all requests subject to x-charges)
� Name of Departmental Manager approver
� Location, type of phone and phone number
� Phone problem or symptoms experienced
Telecom Services
Version 5.0 – Effective June 30, 2012 49