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Telephone standard services

The following table outlines the 'Standard Telephone Services' currently offered to Monash University customers by Information Technology Services (ITS) Network Infrastructure Services (NIS).

The NIS team not only manage requests for the following services logged through HEAT, but also maintain, monitor, support and provide guidance in such areas.

Standard vs Non Standard requests

This document will help key stakeholders (departments/faculties) and support staff (ITS) clearly identify which jobs are standard job requests and which jobs are 'non standard requests'. Non-standard requests are jobs that are not part of Standard Telephone Services.

Standard Services

Services

Description of standard services

Fixed Telephones

1.0 Installation
  1. Manage the installation, additions, moves and changes of all voice request

2.0 Incident Management
  1. Resolving telephone issues
  2. Providing the next path to escalation and resolution
  3. Providing customers with updated information of progress of change

3.0 Monitoring and Capacity Management
  1. Monitor trunk traffic to and from the Clayton core PABX and IP Telephony infrastructure
Telephone Information Management

4.0 Billing Management
  1. Manage and monitor for any issues with the system
  2. Provide a detail usage report
  3. Request the access to the billing system reports
  4. Invoicing departments and faculties
  5. Monitor the utilisation on the PABX

Note: These services are provided via uBill IT.

5.0 Monash Internal Directory Service (MIDS)
  1. Ongoing development of MIDS to improve the functionality, usability and efficiency of the system
  2. Manage and monitor for any faults
  3. Fault resolution
Value Added Services

6.0 Mobile Telephones
  1. Setup the facilities for ordering mobile services and hardware
  2. Bill for the purchase and usage charges of equipment
  3. Provide a report which outlines the usage

7.0 Voicemail

Incident Management

  1. Second level support which includes
  2. Managing call processor request
  3. Third level technical diagnosis and fault resolution
  4. Providing the next path to escalation and resolution

8.0 FAX

Installation

  1. Providing Fax or PC-Fax service *

Incident management

  1. Resolving Fax issues
  2. Providing the next path to escalation and resolution
*Note: Fax does not guarantee confidential transmission

9.0 Enhanced voice telephony service

Installation

  1. Provide call distribution system solution

Incident Management

  1. Resolving telephony issues
  2. Providing the next path to escalation and resolution
  3. Providing customers with updated information of progress of change

Capacity Management

  1. Call flow reporting and call flow management for planning of capacity

 

  
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