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Voice and Telephone Services

ITS provides telephone and voices services (VoIP, analog and phones) to colleges and departments at university owned/leased facilities in greater Austin.

 

For assistance with voice services, Create a Ticket.

Voice and Telephone Services Self Help
Service Management
  • Voice Telephone Services

    ITS provides voice services on the UT-Austin campuses and in some off-campus buildings housing university offices. In addition, ITS provides software-based voices services across the Internet from devices located anywhere (e.g. mobile phone, laptop, etc.).

     

    Ordering a new phone/phone service, discontinuing phone service, or changing phone service features

    Submit a Line and Instrument Order Detail Sheet to the ITS Business Services Office at nt@its.utexas.edu. If you have questions, please contact the ITS Business Office at 471-5711.

    *New Format, no cover sheet needed* - Line and Instrument Order Detail Spreadsheet  

     

    Available to:Faculty and Staff
    Features

    Simplified Service Classes:

     

     
    Basic
    Business
    Analog/Institutional
    Local Calling
    x
    x
    x
    Basic Features (forwarding,blocking,caller ID,call waiting, redial, etc.)
    x
    x
    x
    Business Features (multiple lines, display lamps, conferencing, hunt groups, group pickup, receptionist, call grabber, custom hold music)
     
    x
     
    Voice Mail
    x
    x
    x
    Domestic Long Distance (regular)
    x
    x
    x
    Unit Supported
    x
     
     
    ITS Supported
     
    x
    x
    Personal Meet-me Conference Bridge
     
    x
     
    Personal Agent Web Portal (time of day forwarding/routing calls)
    x
    x
     
    Mobile Phone Forwarding
    x
    x
     
    Software Application (mobile phone, laptop, etc.)
    x
    x
     
    Virtual Fax (set up a line to receive faxes and email them to a group or person, no fax machine required)
    x
    x
     
    Hotline/autoline/ringdown: phone automatically calls a specified number when picked up (requires a one-time set up charge)
    x
     
    x
    Does NOT rely on Network
     
     
    x
    High Volume Domestic Long Distance
    Billed
    Billed
    Billed
    International Long Distance
    Billed
    Billed
    Billed

     

     

     

     

    Cost

    ITS-N&T bills departments for telephone services. Recurring costs vary depending on quantity and types of services. Units may incur costs for local IT support provided to the unit (e.g. Academic Technology Services or Customer Support Services). 

    Effective September 1, 2015 

    ServiceCurrent CostFY 17-18 Cost
    Basic telephone service$7/month$8/month
    Business Service$23/month$23/month
    Analog service (if approved)**$16/month$22/month

    **Analog service is provided for limited use only.  Any additional features or assistance with features will be billed by the hour to the customer at the provisioning team's hourly rate.

    Install, Change and Remove Requests

    Assumes compatible phone, wall cable and network port are available at the intended location, otherwise additional charges apply.

     BasicBusinessAnalog
    New Service/InstallationOrder charges of $23 applies  
     Trip charges of $46, additional labor and material charges apply when ITS installsIncludedIncluded
    RepairOrder charges of $23, trip charges of $46, labor and material charges may applyIncludedIncluded
    DisconnectNo charge until self-service tools available (if no trip required)  
     Order charges of $23, trip charges of $46, labor and material changes may apply if ITS preforms disconnection.IncludedIncluded
    Feature ChangesOrder charges of $23, trip charges of $46, labor and material charges may applyIncluded*Included*

    *Up to 10 feature changes are included in the business service rate per fiscal year. Additional feature change requests will be subject to separate charges.

     

    Advanced Feature Charges

    Features Installation charge

    Current Monthly charge

    FY 17-18 charges
    Automated AttendantsMain Menu $194.00 plus $23.00 order charge$12.40 $33.00
     Sub Menu$65.00$2.60$11.00 per sub menu
     Ports, Each (Simultaneous Caller) n/c$16.55 n/a
    Automatic Call Distribution* (ACD) Call (512) 471-0019 or email mark.mcglothlin@austin.utexas.edu for information  
    Customer Music on Hold* Setup charges apply  
    Uniform Call Distribution* (UCD)Published UCD Telephone Number$46.00 plus $23.00 order charge$6.00$76.00

    *Requires Business class service for all members of the ACD, Custom Music on Hold, or UCD group.

     

    Service Level Objectives

    ITS operates the core system; provides Tier 2 support for Unit IT staff; and provides operations for end points (telephone sets and software) and Tier 1 / 2 support for “Business service” and “Analog service” end users.

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical Support
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

  • Teleconference

    Meet-me Conference Bridge

    A Personal Meet-me Conference Bridge for up to ten callers is included with business class service.

    Basic service subscribers and business service subscribers requiring more that ten callers may reserve a conference bridge from a pool of available Conference Bridges on a first-come, first-served basis.

    To schedule a "Meet-Me" Teleconference, call Teleconference Operator Services at (512) 232-CONF (2663).

    You must schedule all teleconferences at least one day in advance.

    Conference Bridge Instructions

    Please see the instructions Self Help for meet-me conference controls.

    Available to:Faculty and Staff
    Features

    "Meet-Me" teleconferences allow up to 10 conferees to dial a local number to participate; if conferees are not calling from the local calling area, they must pay their own long distance charges.

    Cost

    There is no setup fee for either standard "Meet-Me" teleconferences or operator assisted teleconferences.

    Service Level Objectives

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical Support
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

  • International Authorization Code

    Request a new international long distance authorization code.

    Voice Services include domestic long distance service for individual users. International long distance callers will be required to use an authorization code and will be charged for usage.

    The phone number you are calling from must be enabled to dial internationally.

     

    Obtaining an international long distance authorization code

    Submit an International Long Distance Authorization Request to the ITS Business Services Office at nt@its.utexas.edu

    For questions regarding domestic authorization codes, contact the ITS Long Distance Office at (512) 471-UTLD (8853). 

     

    Available to:Faculty and Staff
    Features

    Call internationally from campus phones

    Cost

    Charges apply per call. 

    Service Level Objectives

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical Support
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

  • Analog Service

    Limited traditional analog service is available on campus and requires ITS approval. Telephone sets, if required, can be purchased from ITS.

    Analog service is restricted to critical university services, life safety services or those services that are not compatible with VoIP or analog terminal adapters. 

     

    Ordering a new phone/phone service, discontinuing phone service, or changing phone service features

    Submit a Line and Instrument Order Detail Sheet to the ITS Business Services Office at nt@its.utexas.edu

    *New Format, no cover sheet needed* - Line and Instrument Order Detail Spreadsheet  

     

    Available to:Faculty and Staff
    Features

    Common uses:

    • Emergency
    • Elevator
    • Elevator machine room
    • Fire Alarm
    • Fire Controls
    • Area of refuge
    • Electrical Distribution
    • Mechanical Distribution
    • Router
    • Steam
    • Tunnel
    • Life safety equipment/substance
    • Building Security
    • Critical University service
    • Equipment not compatible with VoIP or analog converted adapter (ex: ADA device, fax, modem, credit card, building control system, Sensaphone)
    Cost
    • $16/month (FY17-18 $22.00/month)
    • One-time order and installation charges apply

    **Analog service is provided for limited use only.  Any additional features or assistance with features will be billed by the hour to the customer at the provisioning team's hourly rate.

    Service Level Objectives

     

    Routine requests are typically addressed within one business day.  

    UT Service Desk staff may escalate requests as needed.

     

    Technical Support

    Technical support is available during normal business hours:

    M-F 8:00 a.m. - 5:00 p.m.  

     

    UT Service Desk    

    512-475-9400

    Create a Ticket

    Direct Email help@its.utexas.edu