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.

OptionRateRequest
Audio Conference: Meet Me free Email ServiceDesk@niu.edu
Audio Conference: Toll-free $0.12/minute/participant
$15/recording
work order
Automated Call Distribution (ACD) basic: $30/month
enhanced: $50/month
work order
Department-managed Cellphones
Smartphones

Cellphones
Smartphones
Additional cellular services
DoIT Forms -> Cellular Services
Simultaneous ring free but per minute rates may apply Email ServiceDesk@niu.edu
Telephone line installation: $80
$18/month
work order
Telephone sets single line: $1.80/month
single line with speakerphone: $4.00/month
multi-line: $5.00/month
multi-line with speakerphone: $8.00/month
work order
Campus calls
Local and long distance calls
International calls
campus to campus calls are free
local and long distance rates
international rates
department phone bills
Access to department phone bills -> ServiceDesk@niu.edu
Voice mail basic: free with telephone service

custom: $5.00/month
auto attendant: varies by # of connections

work order