Voice Services


| Requests and Rates | Service Metrics | Service Narrative 2015 | Service Owner: Matt Parks |

NIU’s Division of Information Technology (DoIT) provides telephone services through traditional time-division multiplexing (TDM) as well as IP-based systems, powered by Voice Over Internet Protocol (VOIP) and Session Initiation Protocol (SIP) technologies. The TDM system uses trunk lines leased from Frontier Communications and is powered by an Avaya CS2100 switch. The IP-based services allow users to make telephone calls using NIU’s campus data network.

Basic features of the voice service include:

  • 815-752/753-xxxx phone numbers with three-way calling, name display, forwarding, busy/don’t answer, and fax options;
  • authorization codes that provide call control for unsecure phones;
  • cellphone purchase and support for staff who are exempted from the Cellular Service Stipend Policy;
  • conference call services for up to 30 parties with a Meet Me phone number or toll-free conference call services for an unlimited number of callers;
  • Directory listings for students, faculty, staff and departments including locations, titles and phone numbers;
  • simultaneous ringing to a cell phone; and
  • voice mail with both telephone and web interfaces, automated attendant, and custom mailbox features.

DoIT provides call center services that include call menus, announcements, and an Automatic Call Distribution (ACD) system to manage incoming calls with an associated database of handling instructions. Requiring a multi-line telephone, ACD answers incoming calls on a first come, first served basis and can hold calls in a queue for the next available agent. Thresholds can be programmed to minimize caller wait time and supervisors can join live calls for training purposes.

Requests for new services and changes to existing services are submitted via a work order.

Rates

The fee for the Voice Services Package is based on the type of cost center:

  • Administrative (excluding Grants) - approximately 97% of campus; voice services are centrally funded so there is no fee
  • Grants / Outside Accounts - $31.00 monthly for the same package of voice services

Direct Charge Voice Services are not included in the Voice Services Package. They are billed the same for all campus customers.

Note: Services provided by outside vendors are not eligible under either rate model. Charges are incurred directly by the requesting department.

Voice Services PackageRequest
Automated Call Distribution (ACD)basic enhanced work order
Campus calls
Local and long distance calls
International calls
Request access to department phone bills ->
ServiceDesk@niu.edu
Meet Me conference call Self-service Meet Me
Moves, adds, changes work order
Simultaneous ring Email ServiceDesk@niu.edu

Telephone line:
 - analog
 - IP

work order

Telephone sets:
 - single line
 - multi-line

work order

Voice mail:
 - basic
 - web access

work order


 

Direct Charge Voice ServicesRates for all customersRequest
Audio Conference: Toll-free $0.12/minute/participant
$15/recording
work order
Department-managed Cellphones
Smartphones
Cellphones
Smartphones
Additional cellular services
DoIT Forms -> Cellular Services