This service covers all of your University telephone needs; the basic service includes a handset and extension but there are also a number of additional features available to enhance the service. These include pick up groups (to enable colleagues to answer each other’s calls), hunt groups (so a whole team can be reached on one extension), voicemail (to allow callers to leave a message when you can’t answer your phone) and mobile phones for working away from your desk.
Cost and call summary reports are available from the Tiger Call Logging System to help Schools and Services to monitor call costs.
A dedicated contact centre system is provided for a number of Student Services operators. This provides more advanced management of inbound calls and integration with the Student Enquiries Management and Marketing service.
Contact centre system (based on SAP BCM) provides these additional features:
Contact centre system: Student Services Interaction and Accommodation teams
The telephone service is available 24 hours a day, seven days a week.
Consultation, advice and guidance: 09:00-17:00, Monday to Friday, excluding University closure periods.
The configurable options on University extensions are:
Requests for configuration changes will be fulfilled within five working days of receipt of request.
Voicemail requests can only be processed if your People Search entry is correct, we aim to complete these within five working days of receipt.
Requisitions for mobile phones will be processed within ten workings days of receipt.
Requests for Call Logging reports will be fulfilled within five working days of receipt of request from authorised persons.
Outgoing class of service details can be found at http://www.ncl.ac.uk/itservice/phones/classesofservice.
Information about handsets and associated faults can be found at http://www.ncl.ac.uk/itservice/phones/handsettypes and http://www.ncl.ac.uk/itservice/phones/faults.
Voicemail information and FAQs can be found at http://www.ncl.ac.uk/itservice/phones/voicemail.
A voicemail user guide is available at http://www.ncl.ac.uk/itservice/phones/voicemail/Newcastle%20University%20Messenger+.pdf.
Mobiles and smart phones:
The range of mobile phones and data devices can be found at http://www.ncl.ac.uk/itservice/phones/mobilephonesdevices/.
Tiger Call Logging reports:
General information can be found at http://www.ncl.ac.uk/itservice/phones/call-logger/.
Additional support is available via the IT Service Desk on 5999 or email@example.com.
All incidents relating to this service will be handled according to the Incident Management and Major Incident Management processes.
To change your class of service:
To request voicemail:
To order a mobile phone (including replacement):
To request/amend a Tiger Call Logging report:
SAP BCM requests should be made via the IT Service Desk on 5999 or firstname.lastname@example.org. Specific standard requests include:
Requests for any other aspect of the service should be made via the IT Service Desk on 5999 or email@example.com.
All requests relating to this service will be handled according to the Request Fulfilment process.
Please provide all required information and documents when requesting any aspect of the service.
Users are expected to make use of the documentation before contacting the Service Desk for help.
Voicemail: It is the user’s responsibility to comply with the conditions of acceptance found in the University Voicemail request form.
Mobiles: Report lost or stolen devices (as detailed in http://www.ncl.ac.uk/itservice/phones/mobilephonesdevices/mobilefaqs/).
The telephones service is not centrally funded so there is a cost to the school/service (see http://www.ncl.ac.uk/itservice/phones/costs/).
Details of costs for each specific aspect of the service can be found in the relevant section of http://www.ncl.ac.uk/itservice/phones/.