IT ServicesExternal Partners

Service Catalogue

Telephony

Cisco Jabber

Service Name

Cisco Jabber

Service Description

Jabber is an instant messaging, phone integration and presence application that enables you to find the right people at the University, see if they are available and collaborate with them using your preferred method.

Features

Desk Phone Integration

Softphone Mode

Presence

Contact Lists and Groups

Instant Messaging

Voicemail and Calendar Integration

Caller ID on your PC or Mac

Quick Directory Lookups

Phone facilities from off-campus

Group Chats, Group Emails and Conference Calls

Jabber for iPhone, iPad and Android

Service Users

Staff, Research Postgraduates (instant messaging only)

Service Availability

 

24/7 except for planned maintenance and unforeseen incidents on campus and via VPN

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail:IT.Services@lboro.ac.uk.

Application Support Level

(if applicable)

Application written by vendor. Support for hardware, operating system and application by IT Services, issues investigated by IT services, developments by vendor.

Documentation

Please refer to the Cisco Jabber section of the IT Services website

Request Process

Jabber is automatically deployed to all managed Windows 7 machines. Jabber can be installed on non-managed Windows machines and Macs using instructions shown in the Cisco Jabber section of the IT Services website. To enable softphone mode and Jabber for iPad/iPhone, email it.services@lboro.ac.uk

Costs

None

eFax

Service Name

Faxing from a PC or Mac (eFax)

Service Description

The eFax system is a small-scale system, designed for use by a limited number of users across campus who have a legal or well defined operational requirement to send and receive documents by fax through their PC or Mac.

Features

The service includes:

Allocation of a dedicated 01509 prefix number for receiving faxes

Sending and receiving faxes through a secure web portal.

Service Users

Staff

Service Availability

24/7 except for planned maintenance and unforeseen incidents on campus.

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

Application written by vendor. Support for hardware by IT Services, Server and Application support from vendor. Issues investigated by vendor in first instance, developments by vendor.

Documentation

Documentation for using eFax can be obtained by emailing it.services@lboro.ac.uk

Request Process

Users can request access to the eFax system by contacting IT Services on 01509 222 333 or by email it.services@lboro.ac.uk

Costs

Unknown

Email and Phone Directory

Service Name

University Directory: Email and phone directory

Service Description

 Directory of staff email and phone numbers

Features

 The service includes:

  • Search option
  • Pre-set options (department listing, a-z listing, fax numbers, useful numbers)

Service Users

Staff

Service Availability

24/7 except for planned maintenance and unforeseen incidents on campus and via VPN.

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

Application written by IT Services, issues investigated by IT Services application developments by IT Services.

Documentation

None

Request Process

None

Costs

None

Interactive Voice Response (IVR)

Service Name

Interactive Voice Response (IVR)

Service Description

Allows callers to be redirected to the relevant extension without human intervention

Features

Callers receive a recorded message, press 1 for XXX, 2 for YYY etc.

The requester provides details of what should happen to each type of call 

Service Users

All departments and schools

Service Availability

24/7 except for planned maintenance and unforeseen incidents on campus.

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

 

Documentation

None currently available.

Request Process

Requesters contact it.services@lboro.ac.uk, and the Unified Communications team will contact them to discuss requirements.  Each IVR is unique and bespoke to the requirements.

Costs

None

Telephony (VOIP)

Service Name

 Telephony

Service Description

The campus telephone service allows users to place voice and video calls to other users on campus and off using traditional desk telephones and softphone clients on PCs, Macs and compatible mobile devices

Features

Standard features offered include searchable campus directory, voicemail, call forwarding, conference calling, pickup and hunt groups. More advanced features are available, please contact us to discuss your needs

Service Users

All Staff, Students, Tenants and Researchers have access to this service

Service Availability

The service is available 24/7. Traditional desk phones are available on campus and softphone access is available off-campus via VPN

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

Application written by vendor. Support for hardware and operating system by IT services, support for application by vendor, issues jointly investigated, developments by vendor.

Documentation

Please refer to the Telephone section of the IT Services website

Request Process

Contact the IT Service Desk on 222333 or email it.services@lboro.ac.uk

Costs

£150 per handset one-off cost, £150 per annum line rental and licensing + calls at standard rates. 

Other options of conference phones and multiple lines, etc. available. Please contact the Service Desk, via IT.Services@lboro.ac.uk, for more details. 

Voice Mail

Service Name

Voicemail

Service Description

Lets callers leave a voice message if a telephone is not answered.

Features

Voicemails can be accessed from anywhere. Desk phone, mobile phone, or landline anywhere in the world using the user id and PIN.

Service Users

Available on most desk Cisco desk phones supplied by IT Services.

Service Availability

24/7 except for planned maintenance and unforeseen incidents on campus.

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

 

Documentation

A brief document on how to use a phone and voicemail is available on the IT Services web pages

Request Process

Usually provided automatically for new staff, else email to it.services@lboro.ac.uk.

Costs

None