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TSR Fields Explained

Department Information

  • Requestor – Name of the person filling out this form.
  • Ext – Extension of the Requestor.
  • Date – Date form is completed/submitted.
  • Dept. Name – Name of the department of the Requestor.
  • Mail Station – Requestor or Requestor’s Department’s campus mail station.

User & Location Information

  • NetID – NetID of the user affected by the TSR.
  • Bldg. and Room # – Room number (including building) of the user unless otherwise specified. (e.g. Conference call requests will list the room the call will be held in.)
  • Ext – Extension of the user affected by the TSR, unless otherwise specified.
  • Name – Name of user affected by the TSR, unless otherwise specified.
  • Caller ID Display – Current display name for the user, unless otherwise specified.
  • Current Equipment – The model number of the telephone affected by the TSR.

Installations or Removals

  • New – Check this box if a NEW installation AND NEW extension are being requested.
  • Remove – Extension is to be disconnected and no longer associated with the department.
  • Single-Line – VoIP desk phone. Does not allow for multiple unique extension numbers. Does allow for up to three (3) appearances of a single extension number.
  • Multi-Line – VoIP desk phone. If the user needs to access multiple lines.
  • Courtesy – VoIP desk phone for on-campus, local, toll free and emergency (911) calls only (no LD).
  • Fax – line (dial tone) only for fax machine or similar device.

Name Changes & Relocations

  • Relocation – Check this if relocating a phone/extension/user.
  • from – Current room number, including building.
  • to – New room number, including building.
  • Name Change – Check this if the name associated with an extension or device is being changed.
  • from – Current name associated with the extension or device.
  • to – New name.

Voicemail

  • The appropriate procedure will specify which of these fields to check.

Long Distance & Authorization Codes

  • (Default) National Long Distance (Direct Dial) – This will enable a particular phone/extension to dial long distance directly, without requiring an authorization code during dialing.
  • International (Auth. Code Req.) – All international calls require an international authorization code. This is assigned to the user and can be used on any campus phone. It can also be used to place National LD calls from courtesy and some other restricted phones.
  • Local and On-Campus Only – Check this box if the phone should only be allowed to dial local and on-campus calls (also includes toll-free calls).
  • Delete Auth Code – Check this box if the user’s auth code is to be deleted.

Other Changes / Additional Information

  • This field is for request-specific information not otherwise addressed by the form. The respective TSR procedures will usually specify what should be included in this field. (e.g. Forward to Cell, Additional Line appearances, Ring or Flash appearances, Temporary Conference phones, etc.)

Conference Bridge Requests

  • Moderator Name – The person who is hosting or leading the conference.
  • Number of Participants
  • Conference Date
  • Conference Time
  • Conference Charges – Listed in the confirmation email from Arkadin customer service after the conference call is requested.
  • Confirmation Number – Listed in the confirmation email from Arkadin customer service after the conference call is requested.

Carrier – Device – One-Time Charges

  • Carrier – If a new device, what carrier is it being ordered from? If an existing device, what carrier is it currently on?
  • Device – What kind of device? (e.g. Smartphone, tablet, etc.)
  • Model – What is the device model? (e.g. Apple iPhone 5s, Samsung Galaxy S5)
  • Cost – Enter the expected cost of the device here.

Monthly Rate Plans & Charges

  • Voice Plan Requested – Enter the desired voice plan here.
  • Cost – Enter the expected cost of the desired voice plan here.
  • Data Plan Requested – Enter the desired data plan here.
  • Cost – Enter the expected cost of the desired data plan here.
  • Text Plan Requested – Enter the desired text (sms/mms) plan here.
  • Cost – Enter the expected cost of the desired text plan here.

International Rate Plans & Charges

  • Start and End dates for World Traveller, World Connect, and International Data services.

Technician Notes

  • Always leave this section blank.

New Campus Phone or Fax Line

This procedure is used if a NEW extension is required for any of the following reasons:

  • A new UTD employee is hired and requires a new phone extension
  • A new fax line is required
Note: DO NOT use this guide if an employee is moving from one department to another and is assuming the extension of another employee that is leaving. Use the Change Ownership Procedure instead.

Department Information

  • Complete all fields in this section.

User & Location Information

  • Complete all fields except Ext: and Current Equipment. Telecom will assign an extension.

Installations or Removals

  • Check New.
  • Check one of the other boxes appropriate for your request. (Single-Line/Multi-Line/Courtesy/Fax)

Voicemail

  • If voicemail is required, check Create.
  • If nothing is checked, no voicemail will be created for this extension.

Long Distance & Authorization Codes

  • Indicate choice of Long Distance access, if any.
  • If nothing is checked, domestic (within the U.S.) long distance will be allowed.
  • International long distance calls ALWAYS require an authorization code.

Other Changes / Additional Information

  • Enter any additional requests or information, for example:
    • Additional line appearances,
    • Ringing/Non-ringing,
    • etc.

Leave all other sections/fields blank.

Relocate Campus Phone or Fax Line

This procedure is used if an extension/employee/fax is moving from one location to another and keeping the same extension.

For moves or additions of three (3) or more phones at one time a move spreadsheet may be attached to a single TSR form. Contact Telecom Support to request a copy of the Move Spreadsheet Template.

For moves of more than ten (10) telephones at one time please notify Telecom Support at least ten (10) business days in advance. For very large moves additional lead time may be required depending on the size and complexity of the move. Telecom Support will identify and coordinate specific lead times on a case-by-case basis.

Department Information

  • Complete all fields in this section.

User & Location Information

  • Complete all fields.

Name Changes & Relocations

  • Check Relocation.
  • Complete the from and to fields with the appropriate building abbreviations and room numbers.
  • Enter a date in the date requested field.

Other Changes / Additional Information

  • Enter any additional requests or information.

Leave all other sections/fields blank.

Change Ownership of an Existing Campus Extension

This procedure should be used if a different employee is assuming ownership of an existing extension. Occasionally, relocation may also be associated with this request. Both services can be requested on the same TSR.

Example: Jane is taking over Bill’s extension and simultaneously moving to a new office.

Department Information

  • Complete all fields in this section.

User & Location Information

  • Complete all fields with the new user’s information.

Name Changes & Relocations

  • Check Name Change.
  • In the from field, enter the current display name for the extension.
  • In the to field, enter the new display name for the extension.

Voicemail

  • Check Create.

Leave all other sections/fields blank.

International Authorization Code

Most campus telephones have the ability to dial on campus, local, toll free and domestic (within the U.S.) long distance (LD). Exceptions are courtesy/campus-only phones. Courtesy phones have the ability to make on-campus, toll free and local calls only. This includes MOST numbers in the 214, 972 and 469 area codes and some 817 metro numbers. All other numbers require authorization to dial LD.

International Long Distance ALWAYS requires an Authorization Code.

Authorization Codes for International LD are issued based on the user’s departmental policy. A Long Distance Authorization Code is required during the dialing sequence to complete the call.

Authorization codes are assigned to the USER, NOT the desktop phone, and thus may be used on any phone on the UTD Campus (i.e. conference rooms, fax machines, etc.).

Users may request an International Authorization Code by submitting the TSR form. Fill in the following sections on the TSR Form to request a long distance authorization Code:

Department Information

  • Complete all fields in this section.

User & Location Information

  • Only the NetID and Name fields are required in this section.

Long Distance & Authorization Codes

  • Check the International box.
    • Note: An international authorization code allows both domestic and internation LD.

Leave all other sections/fields blank.

Long Distance – Direct Dial

Most campus telephones have the ability to dial on campus, local, toll free and domestic (within the U.S.) long distance (LD). Exceptions are courtesy/campus-only phones. Courtesy phones have the ability to make on-campus, toll free and local calls only. This includes MOST numbers in the 214, 972 and 469 area codes and some 817 metro numbers. All other numbers require authorization to dial LD.

International Long Distance ALWAYS requires an Authorization Code.

Department Information

  • Complete all fields in this section.

User & Location Information

  • Only the NetID and Name fields are required in this section.

Long Distance and Authorization Codes

  • Check the desired option. If no box is checked, the phone will be allowed Direct Dial Long Distance by default.

Leave all other sections/fields blank.

Requesting a new UTD Owned Mobility Device

Requests for new University paid mobile service will require the user or their representative to submit a TSR. The TSR will be required to request and process the service.

Fill in the following sections on the TSR Form to request changes to a UTD owned mobility device:

Cost Center and Approval

  • BOTH of these fields are required for new service, cancellation of service or any changes, additions or device charges for University paid mobile services.

Department Information

  • Complete all fields in this section.

User & Location Information

  • For mobility devices; Enter the user’s name in the “User Name:” field

Carrier – Devices – One-Time Charges

  • Check the correct Carrier box
  • Check the correct box for the appropriate Device type
  • Enter the requested Model
  • Leave the Cost field blank. Telecom Support will provide and validate the device cost

Monthly Rate Plans & Charges:

(Access carrier links for additional information)
  • Select the desired Voice plan and enter the expected cost
  • Select the desired Data plan and enter the expected cost
  • Select the desired Text plan and enter the expected cost
Note:
  • Only the iPhone requires a data plan. The data plan is optional for all other devices. Int’l Plans & Charges also optional.
  • The most commonly selected voice rate plan at UTD is 900 daytime minutes/$59.99 (nights/weekends unlimited). On-call users commonly use 450 daytime minutes/$39.99.

If you have any questions please contact Telecom Support at ext. 2700.

AT&T Devices and Rate Plans

Sprint Devices and Rate Plans


International Rate Plans & Charges

Note: International rate plans are optional and may be added at a later time via subsequent TSR.
  • OptionalWorld Traveller (Reduced rate for calls to U.S. that originate overseas, $5.99/mo)
  • OptionalWorld Connect (Reduced rate for calls to overseas destinations, $3.99/mo)
  • OptionalInternational Data – Enter expected start and end dates.

AT&T Devices and Rate Plans

Sprint Devices and Rate Plans


Leave all other sections/fields blank.

Once the approved TSR is received and is populated with all required information a HEAT # will be assigned. The order for the new device and/or service change will be placed with the requested provider (i.e. AT&T or Sprint). Orders are placed with standard delivery so no shipping is charged to UTD.

UTD Mobile Device – Changes, Upgrades, Terminations, etc.

This procedure is used when an employee or department is requesting a device upgrade, rate plan change or ownership change for an existing department mobile device.Users request these changes by submitting the TSR form. Fill in the following sections on the TSR Form to request changes to a UTD owned mobility device:

Cost Center and Approval

  • BOTH of these fields need to be completed for changes to an existing university paid mobile device.

Department Information

  • Complete all fields in this section.

User & Location Information

  • For mobility devices; Enter the user’s name in the User Nameb field

Other Changes / Additional Information

  • Enter the mobile device number here.

Carrier – Devices – One-Time Charges

  • Check the correct Carrier box
  • Check the correct box for the appropriate Device type
  • Enter the requested Model for upgrades
  • Leave the Cost field blank. Telecom support will provide and validate the device cost.

Monthly Rate Plans & Charges

  • Select the desired Voice plan and enter the expected cost
  • Select the desired Data plan and enter the expected cost
  • Select the desired Text plan and enter the expected cost
Note:
  • Only the iPhone requires a data plan. The data plan is optional for all other devices.
  • The most commonly selected voice rate plan at UTD is 900 daytime minutes/$59.99 (nights/weekends unlimited). On-call users commonly use 450 daytime minutes/$39.99.

If you have any questions please contact Telecom Support at ext. 2700.

AT&T Devices and Rate Plans

Sprint Devices and Rate Plans


International Rate Plans & Charges

International travelers frequently request “World Traveler”, “World Connect” and unlimited data plans. These require a TSR to add them and a subsequent TSR to remove them when the “traveler” returns.
  • World Traveller (Reduced rate for calls to U.S. that originate overseas, $5.99/mo) – Enter expected start and end dates.
  • World Connect (Reduced rate for calls to overseas destinations, $3.99/mo) – Enter expected start and end dates.
  • International Data – Enter expected start and end dates.

AT&T Devices and Rate Plans

Sprint Devices and Rate Plans


Leave all other sections/fields blank.

Departmental/Group Shared Voicemail

A Shared Distribution Unified Messaging Voice Mailbox is used in situations where an extension is attended by multiple authorized users, each with a distinct Exchange email address. Each user receives a copy of the message in their individual email inbox. All missed call and voicemail notifications are automatically sent to all users on the Exchange distribution list.

Note: The shared voicemail service requires an email distribution list. Please set one up for your department/group before submitting the request for the shared voicemail. see…Request an Exchange Distribution List

Department Information

  • Complete all fields in this section.

User & Location Information

  • Ext: – Enter the extension that will be setup with the shared mailbox.
  • Name – Enter the name that currently appears on the extension.

Voicemail

  • Check the box marked: Create

Other Changes / Additional Information

  • Enter “Create UM shared mailbox and link to distribution list example@utdallas.edu”
    Note: Replace “example@utdallas.edu” with the address of the mailing list you want to use for the shared voicemail.

Leave all other sections/fields blank.

Conference Call

For conferences of six (< 6) users or less consult the user manual for your model of phone.

Users needing to set up conference calls for more than six (>6) will contact the provider’s Customer Service (Arkadin). When the conference has been reserved a Telecommunications Service Request (TSR) will be submitted to the UTD Conference Call Administrator at telecom@utdallas.edu.

Step 1 – Contact Provider (Arkadin)

  • Contact Arkadin Customer Service at 1-800-866-0888.
  • Choose option 1 to make a reservation.

Step 2 – Information for Arkadin Customer Service

You will need to provide Arkadin CS with the following information:

  • Name of the host/moderator.
  • Email address of the host/moderator
    • Note: Arkadin Customer Service will also automatically send a copy of the email to the UTD conference administrator.
  • Number of participants.
    • Note: You are NOT charged for participants you request, but who do not attend. Participants exceeding the number requested WILL NOT BE ALLOWED TO JOIN once the conference has begun.
  • Date and Time of the conference call.
  • Approximate estimated length of the call.

Step 3 – Information from Arkadin Customer Service

Arkadin CS will send you the following information via confirmation email:

  • Toll-free number to access the conference call.
  • Participant pass-code.
  • Moderator pass-code and confirmation number.

Step 4 – Submit a TSR

Submit a TSR to the UTD Conference Call Administrator (telecom@utdallas.edu) with the following information:

  • Cost Center and Approval – Both of these fields are required for external conference call requests
  • Department Information – Complete all fields
  • Conference Bridge Requests – Complete all fields.
  • Leave all other fields blank.

Step 5 – Charges

Once the UTD Conference Call Administrator receives the invoice from Arkadin, applicable charges will be entered into the HEAT ticket and the ticket will be closed. An automated e-mail will be sent to the requester informing of the cost allocated to their cost center.

The rate for one-time conference bridge usage is $0.11 per minute per participant.

For re-occurring conferences, please contact Telecom Support at telecom@utdallas.edu or at ext. 2700

Temporary Conference Phone

Some campus meeting areas may not provide an adequate phone for the size of the room and/or the number of attendees in the room. Where this is the case, the user may solicit a Temporary Conference Phone that will provide better audio quality for parties both in the room and participants at the distant end.

Upon request, a Telecommunications Technician will deliver and set up the temporary conference phone to the designated room prior to the meeting or presentation. After the meeting/presentation is over, the Technician will come by to pick up the conference phone.

Note: Temporary Conference Phones are subject to availability. It is HIGHLY RECOMMENDED you submit your request for the temporary conference phone installation at least five (5) business days in advance.

Department Information

  • Complete all fields in this section.

User & Location Information

  • Complete the Room #: with the location where the conference call will be held.

Other Changes / Additional Information

Indicate that a temporary conference phone will be required with the following detail:

  • Date phone is needed.
  • Time technician can setup the phone.
  • Time technician can retrieve the phone.

Leave all other sections/fields blank.

Voicemail Password Reset

Individual Users with UM Voicemail

If you have an individual Exchange Unified Messaging voicemail box, you can reset your own password (or PIN) through Outlook Web Access (OWA).


All Other Cases

  • If you need to reset the PIN for a voicemail that is not assigned to a single individual, you will need to contact Telecom Support to have a HEAT ticket created for voicemail password reset.

Leave all other sections/fields blank.

Large/Departmental Phone Moves

For moves or additions of three (3) or more phones at one time a move spreadsheet may be attached to a single TSR form. Contact Telecom Support to request a copy of the Move Spreadsheet Template.

For moves of more than ten (10) telephones at one time please notify Telecom Support at least ten (10) business days in advance. For very large moves additional lead time may be required depending on the size and complexity of the move. Telecom Support will identify and coordinate specific lead times on a case-by-case basis.