Title of service: Telecommunications Service
Status of Document: This document lists and describes the services offered in
The Telecommunications Department installs and maintains both
analogue and VoIP (Voice over IP) telephone provision across the whole University for both Departments and
2. Summary of responsibilities
2.1. Hours of Service
- The service operates at all times, with 24/7 Faults coverage for Major
- 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.
- 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
- 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 
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
- Software updates are applied as requested by OUTN staff, as are moves
2.6. System Development
- Ongoing VoIP roll out across the University. No development of the old
2.8. Fault Reporting
- Faults should be reported by telephone to the Help Desk 88888 or email
email@example.com. OUTN will liaise with the Department
and College Telephone Coordinators to ensure end-user support is
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