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Telephones

ITS provides telephone and voices services (VoIP, analog and phones) to colleges and departments at university owned/leased facilities in greater Austin.  Please check the Self Help box on this page for additional information on services and service levels available, a listing of Frequently Asked Questions (FAQs), and additional troubleshooting FAQs.

 

For assistance with voice services, Create a Ticket.

Telephones Self Help
Service Management
  • Toll Free Service Request

    Request an 1-800 number to route callers to a department, college or organization's UT phone number.

    Available to:Faculty and Staff
    Features

    Toll-free numbers are available for departments, colleges and organizations for incoming calls.

    Cost

     

    Call rates vary based on call origination, but do not exceed $0.09 per minute. Toll-free calls originating from pay phones incur an additional $0.55 fee per call.

    Service Level Objectives

    Routine requests to the ITS Service Desk receive a response within 8 business hours, and are typically resolved within 1-2 business days.  Service Desk staff may escalate requests as needed.
     
    Technical Support

    Technical support is available Monday - Friday, from 8:00am to 5:00pm (excluding university holidays).

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

  • 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 voice services across the Internet from devices located anywhere (e.g. mobile phone, laptop, etc.) via the Microsoft Teams Phone Service.

     

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

    Contact the ITS Business Office at 512-471-5800 or nt@its.utexas.edu

    UT VoIP Phones (set pricing subject to change) - Polycom Sets

     

     

     

    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 (up to 10 persons)
     x
    x
     x
    Personal Agent Web Portal (time of day forwarding/routing calls)
    x
    x
     
    Mobile Phone Forwarding
    x
    x
     
    Software Application (desktop, laptop, cell, etc.)
    *
    *
     
    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

     X-available

    *-additional cost for licensing

     

     

     

    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, 2024 

    Service FY 20-21FY 23-24
    Basic telephone service $7/month$8/month
    Business Service $22/month$23/month
    Analog service (if approved)** $20/month$21/month
    Teams $6.50/month$7/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/InstallationTrip charges of $46, additional labor and material charges apply when ITS installsIncludedIncluded
    RepairTrip charges of $46, labor and material charges may applyIncludedIncluded
    DisconnectNo charge until self-service tools available (if no trip required)  
     Trip charges of $46, labor and material changes may apply if ITS preforms disconnection.IncludedIncluded
    Feature ChangesTrip 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

     

    FY 23-24
    Automated AttendantsMain Menu $194.00 $30.00
     Sub Menu$65.00 $10.95 per sub menu
     Ports, Each (Simultaneous Caller) n/c  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 $77.00

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

     

    Service Level Objectives

    ITS operates the core telephone system, and provides operational support for voice end points - telephone sets and software.  Unit IT staff are the first level support for end users using basic sets and services.  ITS Telecom staff provide Tier 2 support in response to Unit IT staff requests, and provides first line support for Business and Analog Service Users. 

    Routine requests to the ITS Service Desk receive a response within 8 business hours, and are typically resolved within 1-2 business days.  Service Desk staff may escalate requests as needed.
     
    Technical Support

    Technical support is available Monday - Friday, from 8:00am to 5:00pm (excluding university holidays).

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

    Voice Telephone Services Self Help
  • VoiceMail

    IMPORTANT:  When ordering new telephone lines, you have have the option of adding voice mail at the same time, in the Telephone Request form.  For voice-mail-only requests (for existing lines), use the Request button at right to add, reassign, or cancel service, or to reset PINs.  When filling out the request form, please provide the following information in the Additional Comments field, as well as any additional comments (such as greeting-only box, or fax options):

    • Phone number needing voice mail
    • Name associated with phone number
    • Email address of person needing voice mail
    • Voice mail option (see below).

     Voice mail options (feel free to use the codes):

    • A = Add new mailbox
    • R = Replace existing mailbox (cleanest option for new subscriber, but you may lose messages)
    • P = PIN reset only (we’ll send a list of settings to check in case it’s for a new subscriber)
    • C = Cancel service

     

    Available to:Faculty and Staff
    Features
    • Standard message-taking mailboxes
    • Message-waiting indication by light on phone or email (including to cell phone)
    • Telephone and web access
    • Automatically forward voice messages to email
    • Caller transfer-out option
    • Toggle between standard and out-of-office greetings
    • Sub-mailboxes
    • Announce-only mailboxes
    • Fax options

     

     

     

    Cost

    N/C.  UTVM is a common good service.

    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

    VoiceMail Self Help
  • Automated Attendants

    HOW TO ORDER:  For consultation and planning for the provisioning and implementation of an auto-attendant, please call the Auto-Attendant Admin at 512 471-0019.  Once the attendant is designed and scripted, use the Request button at right to formalize the request and provide an account number.

     

    Available to:Faculty and Staff
    Features
    • Answer simultaneous calls (up to three by default, or more at additional cost).
    • Present callers with a menu of options.
    • Transfer to submenus (if needed).
    • Transfer to faculty/staff phones, or off-campus.
    • Present a directory of faculty/staff names and extensions, allowing immediate extension dialing.
    • Transfer directly into a voice mailbox.
    • Play recorded announcements (e.g., location and hours, event info, answers to FAQs).
    • Schedule different greetings and/or menus based on time-of-day, day-of-week or holidays.
    Cost

    Main Menu

    Installation Charge: $194.00

    Monthly Charge:$33.00

     

    Submenu

    Installation Charge: $65.00

    Monthly Charge: $10.95

     

    Order Charge

    Installation Charge: $23.00

    Monthly Charge: N/C

    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 

  • Teleconference

    Meet-me Conference Bridge

    A Personal Meet-me Conference Bridge for up to ten callers is included with both business and basic 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 to the ITS Service Desk receive a response within 8 business hours, and are typically resolved within 1-2 business days.  Service Desk staff may escalate requests as needed.
     
    Technical Support

    Technical support is available Monday - Friday, from 8:00am to 5:00pm (excluding university holidays).

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

    Teleconference Self Help
  • 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.  

    The phone number that is called from must also be enabled to dial internationally.

    For assistance recovering a lost authorization code, please contact the Service Desk.
    Available to:Faculty and Staff
    Features

    Call internationally from campus phones

    Cost

    Not Currently Charged for normal business usage.  Voice Services reserve the right to seek re-imbursement for abuse or fraudulent usage of International Dialing.

    Service Level Objectives

    Routine requests to the ITS Service Desk receive a response within 8 business hours, and are typically resolved within 1-2 business days.  Service Desk staff may escalate requests as needed.
     
    Technical Support

    Technical support is available Monday - Friday, from 8:00am to 5:00pm (excluding university holidays).

     

    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
    • $20/month
    • One-time 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 to the ITS Service Desk receive a response within 8 business hours, and are typically resolved within 1-2 business days.  Service Desk staff may escalate requests as needed.
     
    Technical Support

    Technical support is available Monday - Friday, from 8:00am to 5:00pm (excluding university holidays).

     

     

    UT Service Desk    

    512-475-9400

    Create a Ticket

    Direct Email help@its.utexas.edu