Departmental Phone Services Guide

ITS works with University Telephone Coordinators (UTCs) to manage campus telephone services and billing for faculty and staff.  Check with your department office to request services or information.

 

 

Department Billing

This service provides easy access to detailed departmental telephone bills, including bills from previous months. Bills can either be viewed on-screen or printed locally. This service is designed to be used by Unit Telecommunications Coordinators (UTC's). If you have problems accessing this service please email: busserv@sfsu.edu.

 

Departmental Billing Login

Please email busserv@sfsu.edu if you are having problems logging in.

Telephone Billing Rates

Description
     Install/Move
  One-Time Charge
Monthly Charge - General Fund
Monthly Charge - Auxiliary Fund
Single-line phone 
60.00
4.03
10.98
Single-line phone instrument
38.00
 
 
Multi-line/Virtual Phone (Dterm) phone 
75.00
4.80
16.02
Multi-line phone instrument
150.00
 
 
Virtual Line
75.00
3.80
0.65
Automated Call Distribution (ACD) (per phone)
100.00
22.57
22.57
ACD programming/outgoing message recording time (up to one minute)
35.00
10.00
10.00
Phone feature change such as reconfiguration of phone numbers on multi-line sets, voice mail adds/reinitialization, telephone number change or dialing restriction change
25.00
 
Voicemail (per mailbox)
 
incl.
3.70
 
Network port activation
150.00
 
Network move to new location
45.00
 
Labor charge for wiring installation
varies by installation
 
3rd party vendor copper cable pair leasing (per pair)
 

 

100.00

IT consulting services
50.00 per hour
 
VoIP phone
75.00
8.00
16.02
VoIP phone instrument
200.00
 

 

Telephone Service Rates

The Division of Information Technology provides a variety of voice, data and wiring services to the campus. Requests for these services must be approved in advance by the appropriate administrator. Charges will be included in the phone bill of the department which requests the service. Telephone charges and wiring costs may be one-time or recurring, depending on the service. Please see the Support page to request service.

 

Cellular Services

Cellular phones and cellular services are available to department designees pending approval by the appropriate University vice president.  Equipment and plan charges are billed to the department.

 

New Orders

To receive a phone that is charged to your department, you must order the phone using the Cellular Order Form (PDF). Once an order form with complete information and authorization is submitted to IT Business Services (ADM 119) and the phone order has been accepted, your cellular phone will be available within three to five business days. You may pick up your phone at ADM 119 during normal business hours.

Please note, a request for any phone that will be used to view or store Level 1 data must be accompanied by the submission of a Mobile Level 1 Data form (PDF).

 

Phone Upgrades and Plan Changes

Phones purchased through the University have a 24-month contract. The department  is required to pay out-of-contract costs. 

 

Service Cancellation

If service is disconnected prior to contract expiration, regardless of the rate plan, a termination fee of $150 is applied to that mobile number.

 

Automatic Call Distribution (ACD)

The University's telecommunications system offers this advanced feature to departments to manage a high volume of incoming calls to a main answering point such as a department main number.

With Automatic Call Distribution (ACD) callers are greeted by a customized announcement and then "queued" on a first-come, first-served basis until their call can be answered. Music or recorded announcements can be played for callers while waiting in queue.  Contact x81824 for more information or submit a request to busserv@sfsu.edu.

 

What is ACD?

Automatic Call Distributor is appropriately named because of its ability to divide incoming calls to a group of operators in one or two logical patterns: Uniform or Top-Down.

In Uniform distribution, calls are distributed equally among staff members.

In Top-Down distribution, calls are routed in a pre-programmed sequence; the staff members are designated to receive calls in an orderly manner. Automatic Call Distributor (ACD) is a service that allows a large number of incoming calls to be answered by a few people.

Calls are not only routed promptly to a trained person but distributed appropriately to available staff members.

ACD is most often used by departments dealing with a large number of requests, such as an information hotline or a service dispatcher. ACD is used to distribute incoming calls, in the order in which they are received, to general representatives of a department. ACD maintains records of peak calling hours, incoming call volume, and the amount of incomplete calls. ACD allows a limited number of staff members to handle a large amount of calls, but it is important to remember that ACD assumes that someone is always available to answer the phone.

 

How does ACD work?

ACD performs the following four functions:

  • Recognizes and answers incoming calls;
  • Determines where to send each call according to instructions contained in the database;
  • instructs the caller, via recorded message, to wait on the line for next available agent; and
  • Sends the call to the next available agent.

 

A customer's call enters ACD with other calls and may be immediately connected to an available agent. If all agents are busy, the caller is placed in queue and greeted with a recorded message that assures immediate assistance by the next available agent. The caller in queue can listen to music or a recorded message. If the caller has waited a significant amount of time or there are a large amount of caller waiting, the call may be forwarded to a voice mailbox or designated overflow agents.

 

The Roles of the Agent

Agents are trained to answer calls quickly and accurately. Agent phones are equipped with the standard hold and transfer features in addition to a queue button and sign on/off button. With the queue signal feature, a light will flash when calls are in queue. When the threshold for the maximum number of calls allowed in queue has been reached, the light will flutter. It is recommneded that the agent have a display phone in order to determine exactly how many callers are in queue. the sign on/off feature allows agents to sign on and off the ACD system throught their phones.

 

The Role of the Supervisor

A supervisor trains agents, handles customer problems, and monitors phone traffic to ensure that all calls are answered. When the queue gets too long, the supervisor can add temporary agents to handle the overflow calls. The supervisor refers to various reports to determine the following:

 

  • how quickly the calls are being answered,
  • how many calls are being abandoned,
  • how many calls are waiting in queue, and
  • how often and how many calls are coming in at one time.

 

ACD Functions

The following are functions of ACD:

  • Night Service is a mode of ACD operation that distributes calls to the appropriate destination: telephone, answering service, or voice mailbox after business hours. It is activated and canceled via a feature button on a supervisor's telephone. When Night Service is activated, the indicator lamp will flutter. While Night Service is in effect, agents cannot sign on to receive ACD calls. Night Service must be deactivated before agents can sign on.
  • Sign-On is a function which allows an agent to go online to receive ACD calls. When the indicator lamp is off, the agent is offline.
  • Sign-Off is a function which allows agents to stop receiving ACD calls. When the indicator lamp is on, the agent is offline.
  • Indication of Calls In Queue is done via a lamp signal; a pre-programmed number of calls allowed before the threshold is reached is preset in your ACD system. The phone's display will indicate the calls in queue and the number of agents on line. As ACD calls begin to queue, if the number of calls is less than the threshold, the signal shows a slow flash. The lamp changes to a flutter when the number of calls in queue is the same as or more than the threshold.

 

Management Benefits

There are as series of management reports provided by the ACD system. These reports provide the supervisor with statistical information that allows the supervisor to do the following:

  • determine the peak periods during which calls wait to be answered,
  • evaluate agent performance,
  • determine the amount of calls lost, and
  • estimate the length of time the average caller will hold before hanging up.