The University of San Francisco: Information Technology Services
Information Technology

Telephone Policy

PDF Version: Link

Effective Date: 12-9-2013

Last Updated: 12-9-2013

Responsible University Officer:
Vice President, Chief Information Officer

Policy Owner:
Leo Pereira, Network and Security Services

Policy Contact:
ITS Help Desk

  1. POLICY STATEMENT
    1. The university provides telephone communications services for faculty and staff in support of mission-related activities and to promote the cost-effective, appropriate and secures use of phone devices.
  2. REASON FOR POLICY
    1. The purpose of this policy is to preserve quality of service while supporting the university’s business objectives. Unauthorized modifications to the telephone network may lead to a change in service, quality and availability for everyone.
  3. SCOPE
    1. The scope of this policy applies to all university telephone services (digital and analog). There is no provision for personal telephone service since such activity would severely impact all customers.
  4. AUDIENCE
    1. All parties are subject to the policy and standards set forth.
      1. All Employees, Faculty and Staff
      2. Residential students and guests living in university housing
      3. All contractors, vendors and any other 3rd parties entrusted with university job responsibilities.
  5. POLICY TEXT
    1. Local calls (9 access) are for business purposes and supporting the university’s directives. Department managers are responsible for addressing excessive personal use that would expose the university to violating government regulations.
    2. Long distance (1 access) service by default is disabled. A departmental manager may request for service to be available on your phone line.
    3. International calls (011 access) service by default is disabled. A departmental manager may request for service to be available on your phone line.
    4. 900 telephone numbers are by default is disabled. A departmental manager may request for service to be available on your phone line.
    5. Voice networks and systems are subject to similar threats and vulnerabilities as data networks. To reduce instances of expensive toll charges (fraud), denial of service attacks and damage to phone equipment, users and supervisors should adhere to what follows:
      1. Supervisors will submit an ITS Help Desk ticket to immediately deactivate telephone numbers for terminated and resigned personnel.
      2. Users shall not improperly access voicemail messages not assigned to them.
      3. Users shall not intercept telecommunication signals or conversations.
      4. Access to telephone switch and wiring closets shall be restricted to authorized individuals who require access to perform their job functions.
      5. Users will set a strong password for their voicemail accounts and change them according to the university password policy.
      6. Users shall not disclose (or written down) their telephone account passwords to anyone for any reason. REMEMBER: telephone administrators don’t need your password to access accounts. Administrators can reset passwords.
      7. Users will not accept collect calls or third-party billing transactions.
      8. Users will not change or modify university-owned telephone handsets with personal-owned handsets.
      9. Those responsible for service, performance and modification to this policy must adhere to standards:
        1. Document existing and any modifications to the telephone PBX, POTS, PSTN and VoIP network
          1. High risk events in 5 days
          2. Medium risk events in 10 days
          3. Low risk events in 30 days
        2. Adhere to university cabling standards
        3. Provide a list of telephone handsets that operate with existing head-end equipment
      10. For audit staff, the events and documentation below are needed to inspect the telephone network.
        1. Define 9, 1 and 9, 011 access requirements
        2. Define blocked numbers (800, 900 etc)
        3. Refer to the Voice Message Policy
  6. PROCEDURES
    1. Below is a list of common set of procedures to increase the quality and services.
Problem Action
Unable to get a dial tone Contact ITS and create a trouble ticket for a technician to initiate resolving the problem
Add a new telephone line Contact ITS and create a trouble ticket for a technician to initiate adding a new drop
Disable telephone line Contact ITS and create a trouble ticket for a technician to disable an existing telephone line
Unable to retrieve your voicemail Contact ITS and create a trouble ticket for a technician to initiate adding a new drop

 

  1. RELATED INFORMATION
    1. For additional reference material related to this policy, please see:
      1. Voicemail policy
      2. Password policy
  2. DEFINITIONS
    1. Analog Service
      1. Legacy technology which converts air vibrations into an analogous electrical frequency. Commonly referred to as Plain Old Telephone Service (POTS), most telephone lines are voice grade telephone service that is installed in most residential and small business; including university campuses. Common devices that use analog services are fax and modem devices. POTS has been in service since the late 19th century.
    2. Digital Service
      1. Modern technology which converts sound into digital tones. Commonly referred to as Public Switched Telephone Network (PSTN) or Voice of IP (VoIP). PSTN are almost entirely digital and interoperates with analog services. Common devices that use digital services is VoIP phones. PSTN has been in services since the early 1950s.
  3. FREQUENTLY ASKED QUESTIONS
    1. (None)
  4. REVISION HISTORY
    1. 12-9-2013 - First publication of policy
  5. COMPLIANCE
    1. Failure to follow this policy can result in disciplinary action in accordance with Human Resources Employment Handbook and Office of General Counsel employee and labor relations. Disciplinary action for not following this policy may include termination, as provided in the applicable handbook or employment guide.
  6. POLICY EXCEPTION PROCESS
    1. A proposed exception request to ITS Policy requires a formal email explanation related and in support of job function.
    2. A proposed exception request to ITS Policy, mentioned in 'XII.A', must be approved via email by respective department or division supervisor, Dean, or VP, before submitted to ITS for review.
    3. Forward approved email as stated in 'XII.B' to itshelp@usfca.edu for processing.
    4. Evaluation of ITS Policy Exception will escalate internally, and as applicable may include further review by: UITC subcommittee(s), the Information Security Officer, and others as appropriate at the request of VP for IT.
  7. APPENDICES
    1. (None)