Telecom Consortium Customer Information

Transcription

1 Telecom Consortium Customer Information Consortium Services... Page 2 Consortium Rates... Page 3 Customer Responsibilities... Page 5 Placing orders for service... Page 6 Reporting Problems, Requesting Repairs and Troubleshooting... Page 7 Billing... Page 8 Employee and Department Directories and Local Telephone Books... Page 9 1 Page

2 Consortium Services The Consortium offers a number of services to our members. The list below will describe many of our services. If there s something you need that you don t see here, please give us a call The services listed with an asterisk involve ongoing and/or one-time charges. Please refer to the Consortium Rates section on Page 3 for price information, and to the Placing orders for service section on Page 6 for information on ordering these services. The following services are available on both our old and new telephone systems. Basic Telephone Service* Available features include call forwarding on busy and no-answer, programmable call forwarding, toll restriction, caller ID* (not available on all phones) and more. Voice Mail* Includes basic call answering features. Voice mail boxes can be enabled to receive fax messages. Our new phones have a visual indicator for voice mail. Analog phones on Centrex lines that have a CLASS feature message waiting light can provide visual message waiting indication. We are unable to provide a visual message waiting indication for some systems, but can provide a stuttered dial tone message waiting indication. Long Distance* - We provide long distance services to Consortium members. Conference Calling Conference calling for up to 6 participants is available at no charge. Telecom will provide you with a phone number and access code for your call. Conference participants calling from outside the Rochester local calling area will be billed long distance charges by their service provider. EVM (Enhanced Voice Mail) This feature allows you to receive copies of voice mail messages in your as file attachments. If your voice mail is enabled to receive faxes, EVM can forward these to your as image files. The EVM feature can also send a notification message to pagers, cell phones, or any device with an address. Call Processing Applications* - These can save staff time by helping direct callers to the person who can help them and by allowing callers to access recordings of commonly requested information. Programming of Telephones, Voice Mail and Voice Applications Key programming, call routing, and other functions on our telephones are set through system programming. Pagers* - Telecom has alphanumeric pagers that are able to receive short text messages and numeric pagers that accept telephone numbers or numeric messages. Cell Phones* - Telecom has a contract with Verizon for basic cellular service. Departments arrange their own service with our Verizon representative. LLE Language Line* - This service allows you to set up a conference call with an interpreter when you receive or place a phone call with a speaker of another language. A code can be provided for your department to access this service. The following features are available only on our new phone system. EC500 (Extension to Cellular) With this feature, calls to your office phone can ring simultaneously on your cell phone. This feature can also be used with a home office land-line. You can turn the feature on and off by pressing a key on your office phone or by dialing a number from your cell phone. Calls that are not answered on your cell phone are pulled back into your office voice mail. One Touch Recording This feature allows you to press a key on your phone and record your conversation to your voice mail box. Paired with EVM, this feature allows you to store recorded calls on your PC. Personal Fax Number* - A separate phone number can be assigned to receive fax calls for you. Calls to this number will forward directly to your fax-enabled voice mail box and can be printed at any fax number you choose. Paired with EVM, this feature will deliver the fax to your inbox as a file attachment. Call Center Applications* For areas with a lot of telephone traffic and a number of people responsible for answering calls, a hunt group can be programmed that will distribute calls among available staff. This feature can put callers on hold to wait until someone is available to take the call, or give them the choice to wait or to leave a message. This may involve additional charges if new extension numbers are needed. Caller Application Reports Our system can generate reports of call traffic for caller applications. There is a daily report that shows usage by hour and a weekly report that shows usage by day. The system does not keep historical information. The reports only show information for the most recent period. 2 Page

3 Consortium Rates Rates do not include sales tax. Taxable items are marked with If you are removing a telephone and will no longer be using that extension number, you must contact Telecom to have the extension disconnected and removed from your bill. Telecom will not issue retroactive adjustments or credits for lines or extensions that have not been in use. Telephone Service Avaya System IP, digital, or analog telephone and extension number... $15.00/mo The following types of extensions are also charged at this rate Fax machines or other analog devices connected directly to the telephone system Extensions used for access to overhead paging Extension number without equipment... $7.50/mo The following types of extensions are charged at this rate Additional extension numbers on shared telephones Lead department numbers that appear on several telephones Extensions used for voice mail only Extension numbers routed to announcements Lead numbers for call processing applications Additional extension numbers needed for call processing reports or call processing sub-menus Extensions used to route calls to outside numbers (except those pointed to Centrex fax lines) Telecommuter extensions (County staff only) Voice Mail (requires an extension number see above for cost)... No Charge EVM (Enhanced Voice Mail)... No Charge One-touch call recording... No Charge Programming changes, including setting up a new extension... No Charge Average one-time cost to install new line where wiring is in place... $70.00 This does not include the cost of a telephone. Contact Telecom for the current cost for the telephone. See the Technician Services section for costs for wiring. Telephone Service Centrex System Centrex Line... $23.12/mo Centrex station charge... $ 5.00/mo Centrex voice mail... $ 5.00/mo EVM (Enhanced Voice Mail)... No Charge Programming Changes... No Charge Average one-time cost to install new line (with wiring already in place)... $ Includes $83 charge from Qwest for new line and technician time to connect the line to the jack. Does not include cost of telephone. This is a budgetary figure only you will be charged for actual time and materials. See below for installation costs, or contact Telecom. Technician Services Technician time for moves, adds, and changes... $35.00/hr Budgetary estimate for wiring one location... $350-$400 This is an estimate to use in projecting expenses for your project. You will be billed for actual time and materials. If you would like a more precise estimate, the technicians can review your project, however you will be billed $33/hr for their time. Telephone repairs not involving wiring... No Charge You will be charged for materials and equipment. Repairs to data wiring... $35.00/hr 3 Page

4 Telephones, headsets and other equipment... Cost + 10% Contact Telecom ( or telecom@co.olmsted.mn.us) for current pricing. Avaya telephones and other Avaya-branded equipment must be purchased through Telecom.. Departments may purchase analog telephones, conference speakerphones, headsets and other similar equipment through telecom, or they may purchase them directly from a vendor. Telecom does not provide or service fax machines, TDD/TTY equipment, payphones, modems, data or network equipment, etc. Other Services Programming changes... No Charge US long distance /min International long distance... Cost+10 /min Directory Assistance /call Toll free number /min Meet-me Conferencing (up to 6 participants)... No Charge Language Line... $1.21-$1.25/min Numeric pager... $ 2.95/mo Text pager... $ 5.95/mo Local directory/directory Assistance listing per line... $ 7.94/mo One-time order charge for listing add or change... $ Yellow Pages Advertising... Contact Directory 4 Page

5 Customer Responsibilities Provide a primary contact person or liaison in each department/building to work with Telecom. We request that departments/buildings designate a person or persons who will be our primary contacts for orders, repairs, requests for information, etc. We will take calls for repairs directly from staff, however, when we receive non-repair requests directly from staff, particularly for equipment or services that involve charges, we will ask them to contact their department/building liaison. Provide 911 location update information to Telecom. One of the nifty features of our new phone system is that customers are able to move phone numbers themselves, even moving numbers to other buildings. YOU MUST CONTACT TELECOM TO UPDATE THE 911 LOCATION INFORMATION when you or your staff moves telephones. We are responsible for keeping this information up to date. Our organizations can be held legally liable if someone dials 911 in an emergency and the information sent to law enforcement is inaccurate. Provide information to your staff. The Telecom web site has a lot of information to assist staff in using their telephones. Telecom will work with you to arrange training sessions for groups of staff, however, we cannot provide training for individual staff members. We ask that you designate someone within your department or building who can provide your staff with assistance on basic telephone features and functions. Review billing and station information. Twice a year, telecom will send out a spreadsheet to departments detailing the stations for which you are being billed and including the names assigned to the stations and the location information that is in the 911 database. Telecom bills your organization for every telephone and extension number, so it is important that you review this information and let us know if there are any discrepancies. 5 Page

6 Placing orders for service When placing an order for service, please provide the following information: Building name or address where service is requested. Contact name and telephone number. Extension number(s) for which service is being requested. Detail of service requested Requested completion date For large moves, adds, changes or wiring projects, please contact Telecom(County departments please contact the Help Desk) as early as possible so that we can work with you to get the necessary information and arrange to have the resources you need available for your project. New telephone(s) and 328-xxxx numbers Please allow at least 3 business days New Centrex/Analog numbers Please allow at least 7 business days If you are requesting an I P phone (Avaya model 4610 or 4621), please contact your IT department to confirm that the necessary connections are in place and the jack is configured for an IP phone. Programming changes to existing phone or extension Please allow at least 3 business days If you have a new employee, please contact Telecom to make these changes at least 3 days prior to their start date so that we can have their telephone programmed and ready to go. Be sure to provide your new employee with information to assist them in using their telephone and voice mail. If they have internet access, a link to the Telecom webpage - should provide them with all of the information they need to use their telephone and voic . County departments Requests for service or repairs should go first to your IT Liaison, who will contact the Service Desk at x87777 or at servicedesk@co.olmsted.mn.us rather than contacting Telecom directly. City and School District departments Please ask staff to contact their office manager or building or department administration to place an order for service. Contact Telecom at or us at telecom@co.olmsted.mn.us School district departments orders for new extension numbers that carry an ongoing monthly charge must be approved by Mary Moen in Business Services at Edison. 6 Page

7 Reporting Problems, Requesting Repairs and Troubleshooting ut together some forms to assist you in reporting trouble and requesting repairs from Telecommunications. We do not insist that you use these forms, however, you may find them helpful in gathering the information necessary to complete your request. The forms and instructions for filling them out can be found at When reporting a repair issue, please provide the following information: Building name or address where repair is needed. Contact name and telephone number. Extension number(s) for which service is being requested. Description of problem. We will respond to repair issues involving a single telephone within 1 business day. If many phones are out of service, we will begin working on your issue immediately. County departments Contact your department s IT Liaison, or contact the Help Desk at x87777 or helpdesk@co.olmsted.mn.us rather than contacting Telecom directly. City and School District departments Contact the office manager or building or department administration, or contact Telecom at or us at telecom@co.olmsted.mn.us School District departments If you are adding a new phone number, contact Mary Moen in Business Services at Edison for approval. 7 Page

8 Billing Telecom bills departments for extensions, telephone lines and services each month. Customers receive an invoice with supporting detail attached. We recommend that you review this information each month. Comparing your billing from month to month will alert you to potential problems. Added and Deleted Lines/Extensions Lines and extensions added or deleted before or on the 15 th of the month will be reflected on that month s billing. Lines added or deleted after the 15 th will be reflected on the following month s billing. We do not prorate charges or credits for partial months of service. Materials Charges Telecom bills a 10% surcharge on any materials provided to or purchased for our customers. Technician Time Tech time for repairs to telephones, Centrex lines and system equipment is free to consortium members. Tech time for moves, adds and changes to telephone lines, equipment or extensions and for installation of and repair to wiring or any other work not related to repair of telephones and related equipment and services is $35/hr. Project Estimates Telecom will provide you with a budgetary estimate for wiring, labor, and equipment for your project. This estimate will be based on the number of locations and equipment requested, and will represent a high-average cost for your project. If you need a more precise estimate, the technicians can review the project to come up with more accurate projections of the time and materials involved, however, you will be billed $35//hr for their time. In either case, the figures that Telecom will provide are intended to be budgetary estimates only and should not be considered a firm quote for the project. You will be billed for actual time and materials. Credits and Adjustments If you have a question about charges on your invoice, contact Nena at tolman.nena@co.olmsted.mn.us or x87788 ( ). If we have billed you in error, we will credit you for the charges on your next invoice. If you are removing a telephone and will no longer be using that extension number, you must contact Telecom to have the extension disconnected and removed from your bill. Telecom will not issue retroactive adjustments or credits for lines or extensions that have not been in use. 8 Page

9 Directories Employee and Department Directories Telecommunications does not maintain employee or department directories and does not provide directory information to employees or to the public. Please refer to your organization s intranet site or to the local telephone book for directory information, or use the Directory feature on your telephone. Local Telephone Directories (Qwest Dex and YellowBook) The local telephone books are published annually. The YellowBook is published in December, with orders for changes due in early October. The Qwest Dex directory is published in March, with orders for changes due by the end of December. Telecom sends out a reminder in early September asking departments to review their directory listings and let us know about any changes. We collect this information and forward it to the directory companies. This information is used for Directory Assistance as well as for the local telephone books. Orders for changes to the listings can be placed at any time you do not need to wait until Telecom contacts you for directory changes in September. Departments must work directly with the directory companies for listings in the yellow pages of the directory, or listings that have special formatting such as bold type, boxes listings, inclusion of a web address or other special features. The directory company will assist you with formatting your listing, provide you with pricing, and bill your department directly. 9 Page