IT ServicesExternal Partners

Service Catalogue

Telephony

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