Title of service: Telecommunications Service

Status of Document: This document lists and describes the services offered in 2012.

1. Introduction

The Telecommunications Department installs and maintains both analogue and VoIP (Voice over IP) telephone provision across the whole University for both Departments and Colleges.

2. Summary of responsibilities

2.1. Hours of Service

  • The service operates at all times, with 24/7 Faults coverage for Major Faults.
  • Helpdesk cover is provided from 08:30 to 17:00 on weekdays. Most faults are dealt with immediately by the Helpdesk, or after triage are placed in a queue for the Maintenance Engineer (ME).
  • Faults may be notified to the Helpdesk by phone or email. Minor faults are normally completed within six hours of reporting or an explanation and update is provided with fault resolution particulars. Line faults are passed to the ME within 16 working hours. Major faults will depend upon the severity but are responded to within four hours. There is a major fault remote monitoring system for all out of hours faults, resulting in the on-call duty ME responding and via remote access will decide if a site visit is necessary. Site visits are managed via Security Services where the ME can sign out keys [for access] or the key holder can be called out.
  • Small installation work is contracted to cabling contractors. This work is generally completed within five working days once a works order is agreed with the requestor. Work can only be requested by the relevant authorised departmental or college contact, normally via the offices of the administrator or bursar.

2.2. Serviceability Targets

  • It is intended, as far as is possible, to maintain telephony service at all times, 24 hours daily.

2.3. Resilience

  • The core telephony service has resilience across the network for all incoming and outgoing calls, with up to ten hours power back up on the exchanges, and BT drop back lines. The newer VOIP lines have one hour battery backup. Critical extension lines are run via the analogue PBX system and therefore generally have a minimum of six hours battery backup.
  • The MDX rooms and VoIP servers are distributed across the University Estate utilising the large duct network across the city.

2.4. Alternative Facilities

  • Where needed an external provider supports back up and call out services e.g. voicemail.

2.5. Hardware and Software Maintenance

  • There are 21 ISDX exchanges, fully maintained 24/7 by external contract. We are fully aware that this equipment is now very old [1985] and for this reason upgrading to a new full VoIP service is the aim over coming years. The maintainer has stocks located at their stores but for ease of use some essential spare parts are maintained on site for a speedy resolution of service. These are held in our MDX rooms across the city.
  • Software updates are applied as requested by OUTN staff, as are moves and changes.

2.6. System Development

  • Ongoing VoIP roll out across the University. No development of the old PBX service.

2.7. Information

2.8. Fault Reporting

  • Faults should be reported by telephone to the Help Desk 88888 or email telecommunications@oucs.ox.ac.uk. OUTN will liaise with the Department and College Telephone Coordinators to ensure end-user support is provided.

2.9. Education and Training

3. Summary of client’s responsibilities

  • To report faults clearly with full information as requested, usually name, extension number, socket number (if possible), nature of fault and date with time of day fault/problem occurred.

4. Premium services

  • Not applicable.