EITS responsibilities
EITS is responsible for managing the Teams Phone service for all units on campus.
Responsibilities include:
- Ensure IP ranges are in place for physical handsets
- Procurement of licenses, lines, and equipment necessary to provide Teams Phone service to the department
- Note: This does not include procurement of headsets
- Assign/remove phone numbers for service
- Make changes to Auto Attendants and Call Queues and provide usage reports upon request
- Maintain and provide training materials and user guides to DTRs and DNLs
- Provide annual list of users and services to departments for the DTR's annual review
- Provide Tier 3 support that requires senior technical expertise and/or engagement with Microsoft
- For NSP Gold Support members, provide network support to the phone set
Client responsibilities
The Departmental Telephone Representative (DTR) is responsible for coordinating implementation and operational use of Teams Phone for the client.
Responsibilities include:
- Initiate and oversee the onboarding process, coordinate departmental requirements with EITS Telephone Services via the Teams Phone Onboarding Request
- Initiate and oversee changes to the department's Teams Phone setup via the Add/Change Teams Phone Service Request including (but not limited to)
- Removing Phone Service from users when they leave the department
- Activating Phone Service for users
- Moving physical phone sets to new rooms/locations
- Making changes to Auto Attendants and Call Queues
- Ownership and management of MyIDs created for the department's Shared Devices
- Provide Tier 1 support for the department including:
- Directing users to available user guides
- Helping users locate/download and sign in to the Teams Client on their computer and/or the Teams app on their mobile device
- Coordinate with Departmental Network Liaison (DNL) for inquires requiring more advanced technical assistance
- Submit Teams Phone Support Request for inquiries beyond the scope of DTR and DNL responsibilities
- Conduct annual review of existing Teams Phone use within the department to validate accuracy as part of the annual MOU renewal initiated by EITS
The Departmental Network Liaison (DNL) is responsible for providing technical support of Teams Phone for the client.
Responsibilities include:
- Coordinate with the DTR and users in the department to provide advanced technical support Tier 2 support including:
- Internet Access
- Connectivity issues
- For non-NSP Gold Support memebers, tag vLAN (1051) down to the building switches
Note: If a department wishes to purchase desk sets for their Teams Phone users, those sets must be purchased through Telephone Services. This ensures that the set will have the correct configuration and settings to work with our phone system.