A suite of telephone services is available to the UW community and includes such offerings as equipment, dial tone, fax and modem lines, voice messaging, global VoIP, and telecommuter VoIP, among others. See "Service Options" for the complete list.
The following are the telephone service options available:
Campus Phone to Campus Phone (5 digit dialing)
Campus Telephone Services (PBX)
Digital Phone Equipment (multiple line)
Directory Listings - Seattle Metro and Community Directories; UW Directory
Global VoIP (for use outside of Western Washington)
Public Telephone Service
Regional Calling Service
Student Telephone Service in UW Seattle Residence Halls
Telecommuter VoIP (for use within Western Washington)
Toll Free Numbers
UW faculty, UW staff, UW students in residence halls, UW Physicians Network and Neighborhood Clinics, Multiple off-campus locations in the Puget Sound area
$4.05/month per line for departments that pay the per capita Technology Recharge Fee
$10.84/month per line for UW Medicine clinical operations, and external entities that do not pay the per capita Technology Recharge Fee
$13.56/month per line mileage surcharge for off-campus locations
Call Management Services (e.g., voice mail only telephone numbers, conference bridges, etc.):
$3.80/month per virtual telephone number
$4.12/month per small multi-button phones (5-12 buttons)
$4.48/month per large multi-button phones (16-34 buttons)
$1.06/month per expansion module
$3.05/month per legacy telephone (e.g., weatherproof set)
Toll Free Numbers:
.05 per minute (for incoming calls only)
$137 one-time charge per line for technician installations/moves
Global VoIP (for use outside of Western Washington):
For Global VoIP, the customer must purchase the phone equipment for deployment since it will be leaving UW Information Technology's service area.
$236.50 per 4610 VoIP Phone (one-time charge)
Dial tone monthly charges apply (see above)
Telecommuter VoIP (for use within Western Washington):
For Telecommuter VoIP, the customer may lease the phone equipment, but is responsible for picking up the phone from the UW Seattle campus, at the UW Information Technology Service Center, and delivering it back to same for any repair or maintenance work:
UW Information Technology Service Center
Attn: Supervisor or Manager
UW Tower C-3000 (4333 Brooklyn Ave. NE)
Seattle, WA 98195-9540
The Telecommuter VoIP customer may choose between the 4610 and 4620 VoIP phones. The 4610 is smaller and best suited for the typical office worker, while the 4620 is larger with a larger screen useful for call-center agents.
$4.12 per 4610 VoIP phone (monthly recurring charge)
$4.48 per 4620 VoIP phone (monthly recurring charge)
A basic dial tone service technical description is attached below.
Service Level Description:
Note: As of Dec. 1, 2013, we are currently experiencing a large volume of requests. Service requests are currently scheduling 14-19 business days out. This note will be updated as this status changes.
Installation, moves, adds or changes: 7-10 business days
Repairs: Next business day
Minimum scheduled downtime
UW relies on our partner vendors for telephony service (Qwest, Verizon, and other small telephone company vendors).
Voice messaging is activated within two (2) business days of the request, provided a UW budget number is given by the customer. Once the voice mailbox is set up, the customer will receive instructions and a password via email.
Global VoIP and Telecommuter VoIP
Global VoIP and Telecommuter VoIP phones rely on the customer's residential Internet Service Provider (Comcast, Qwest, Verizon, or other ISP) to provide Internet access back to the UW network.
<p>8/24/10: Deleted reference to analog single line phones.</p>
<p>8/9/12: added basic dial tone service technical description per Roland's request.</p>
<p>9/20/2012: uploaded updated pdf per Roland</p>
<p>10/11: uploaded pdf per Tyler</p>
<p>6/13: updates and Service Rep. change to Felicia Watson</p>
<p>9/17/13: added UW Campus Edge Standard attachement for Tyler Preder</p>
<p>12/10/13: Added text in Service Level Description denoting installation delays due to heavy volume</p>
The primary long distance service is provided by the UW Alternative Toll Service (UWATS) system. This system provides detailed call accounting to user departments, and long distance toll savings to the university.The service can be used from on campus or when away from campus, depending on the level of access of the UWATS code.
Another method for those who use a UW telephone, but work in various locations, is the Regional Calling Service (RCS).
UWATS Long Distance (UWATS)
Regional Calling Service (RCS)
UW faculty; UW staff; UW students; UW Medical Center; Harborview Medical Center; UW Physicians Network and Neighborhood Clinics
Provides phone and data connectivity for off-campus locations
Off-Campus Communications Services allows groups physically located off campus to be connected to the UW phone and data networks. UW-IT can provide desktop phone service that provides 5-digit dialing to other UW numbers, as well as the Regional Calling Service that allows local dialing to most locations from Bellingham to Olympia. In addition, customers can choose to be connected to the UW data network at various speeds using a UW-installed wired, wireless or combined connection.
The following options are available with this service:
These options enable direct access to the UW Network from the off-campus location. The high-speed options can be costly and can require 6-18 months to arrange. Advanced planning with the Real Estate Office and UW-IT is strongly recommended. Options include:
T1 Line and T1 Line Mileage
The T1 line is ideal for low bandwidth requirements. Each T1 line is 1.5Mbps. In general, a site may order up to four T1 lines for a total of 6Mbps before other options are explored. Mileage charges may apply based on which central office provides the T1 line. Allow three to four weeks for order processing, installation, and testing. An Out of Band Modem Line is required with this option.
Qwest QMOE (Qwest Metro Optical Ethernet)
QMOE is a leased fiber service integrated with the UW Data Network. In general, QMOE connections will either be 20Mbps, 50Mbps, or 100Mbps, but other bandwidth options may be available such as 500Mbps and 1000Mbps. There is a minimum four-year term requirement. Allow at least three months for order processing, installation, and testing. An Out of Band Modem Line is required with this option.
UW Metro Area Ethernet
UW Metro Area Ethernet is used to provide 1000Mbps connections. Allow approximately one year to provision because of dependencies for permits and coordination with the City of Seattle.
This includes cabling and telecommunication room(s). Site evaluations will determine requirements, options, and cost estimates and are often coordinated with the help of the Real Estate Office and the building's owner/manager.
Desktop Telephone Service
UW-IT telephone service features available on campus are also available off campus, with a few exceptions for locations outside of the Puget Sound area. Please see the detailed description for Telephone services.
Wired Ethernet Service
This allows for connectivity between workstations at the off-campus location at speeds up to 1Gbps. Wired Ethernet Service features available on campus are also available off campus. Please see the detailed description for UW Network Connectivity services.
This allows for connectivity between workstations at the off-campus location using 802.11a/b/g/n wireless technology. Please read the detailed UW Wireless Policy.
Sites may optionally be furnished with the following services as needed:
A redundant router connection via Virtual Router Redundancy Protocol (VRRP) for high availability.
If the site cannot connect directly to the UW network, an IPsec VPN can extend UW data network connectivity through a secondary Internet Service Provider. UW telephone, wired, and Wi-Fi services may not be available with this connectivity option.
UW academic units; UW administrative units. UW Medicine and clinical departments should email UW Medicine IT Services at email@example.com for service.
How to Order:
If you already have UW-IT phone and data services at an off-campus location and need to add, disconnect, or change the service:
UW-IT partners with the Real Estate Office to provide phone and data services for new off-campus locations. The Real Estate will help fill out the form below for most new locations. To contact the Real Estate Office directly, please email firstname.lastname@example.org with "Attention Tenant Services Manager" in the subject line.
For locations not served by the Real Estate Office, the form may be filled out directly, and they will receive a copy.
When filling out this SharePoint Request Form, please log in using this format:
Password: yourNetID password
Off-campus connectivity and troubleshooting is available 24 hours a day, 7 days a week. Response time during off-hours may be slower due to decreased off-hours staffing levels.
$940 for a new install
$470 to add T1's
Each T1 Line: $242.31
Monthly T1 Line Mileage (if applicable): $26.88 per mile
1000Mbps: $940 + applicable construction and facility charges (estimated construction and facility charges ~$30,000 - $250,000)
Monthly Charge for 1000Mbps: $736.24
A site evaluation is required for estimates because costs can vary widely depending on the location and services needed.
Telecommunications Closet/Room: Average is $10,000+ per telecommunications closet/room/IDF.
Cabling: Average is $175 per cable run (for 150 ft. cable). The standard is 3 cables per outlet for a total of $525 per outlet.
Desktop Telephone Service
See Telephone Service. Depending on the service address and the number of telephone lines, additional mileage charges may apply. An estimate will be provided once a service address is confirmed and evaluated.
Installation Charge for UW fiber connected site: $2,700
Monthly Charge for UW fiber connected site: $42.00 (includes one rule set change per month)
Installation Charge for T1 or QMOE connected site: $214
Monthly Charge for T1 or QMOE connected site: $16.92 (includes one ruleset change per month)
Subnet ipSec Virtual Public Network (VPN)
Charges from a secondary Internet Service Provider (ISP)are arranged between the customer and the ISP. The following UW-IT charges also apply:
Installation Charge: Three hours of Network Engineering @ $120.50 per hour
Monthly Charge: $302.00
Monthly Charge for Out of Band Modem Line: $36.81
Requires a valid UW budget number.
Service Level Description:
Service is dependent on external service providers, and is generally available 24 hours a day, 7 days a week. Service is monitored by the UW Information Technology Network Operations Center. Response time during off-hours may be slower due to decreased off-hours staffing levels.
For technical network support you may contact:
UW-IT Network Operations Center
DS1, T1, Dark Fiber, MetroE, ET, Off-campus, Ethernet, DRKFBRPR, point-to-point, ETAR, VPN, Mbps, Bandwidth, QMOE, Qwest, connectivity, modem, speed, firewall</div>
<p>Subnet VPN may also be referred to as the Campus Network VPN.</p>
<p>The following information is linked from REO’s FAQ page and still includes pricing information: <a href="http://www.washington.edu/itconnect/phones/policies.html#reloc"><u>http://www.washington.edu/itconnect/phones/policies.html#reloc</u></a>, <a href="http://www.washington.edu/itconnect/phones/graphics/data.pdf"><u>http://www.washington.edu/itconnect/phones/graphics/data.pdf</u></a>. </p>
We need to confirm what locations we can provide all telecom features</div>
We will offering sometime in the future a Fax to Email gateway that allows for sending and receiving faxes right from your PC.<span class="Apple-converted-space"> </span></div>
3/28/13: Per Mary Hoverson's request, RT 1817115, I changed references from "UW Real Estate Office" to "Real Estate Office".</div>
6/7/13: Fixed broken link to UW Wired Network Services.</div>
6/10/13: Fixed another instance of broken link to UW Wired Network Services.</div>
6/26/13: Added link to information on firewall being temporarily unavailable.</p>
<p>7/12/13: Fixed help form URL</p>
Set Up a Conference Call Yourself for Three to Six Participants
Anyone using the campus Avaya telephone system can make a three way conference call, and many phones can make six way conference calls.
UW Teleconferencing provides a reservation-less, audio conferencing bridge with capacity for up to 30 participants. This system allows organizations to hold conference calls on-demand, without paying per-use fees for simple reservation-less conference calls. Advantages include:
Easy to use, low-cost conferencing solution for up to 30 parties
Best solution for day-to-day, impromptu conferencing needs
Lead time to set up a teleconference is 24 hours prior to the conference for PGI. Meet Me and Adobe conferences generally require 7 days prior notification for set-up.
For 24 x 7 technical support on either your Adobe Connect web conference or your PGI audio conference, contact the PGI Technical Support Center at 1-888-569-3848 Option 2 or press *0 from within your PGI audio conference.
All account questions or changes should go to the UW-IT Service Center at 206-221-5000 or email@example.com.
<p>Updated on 4/30/13 to reflect minor changes due to conferencing system upgrade.<br />
Reviewed on 2-22-12 minor changes made. Additional changes expected when the rates are updated in June 2012.<br />
Please note that the phone tree for 1-5000 was updated to include Learning and Scholarly Technologies. Also they have a link on the conferencing page for information regarding rentable conference rooms.</p>
<p>9/6/13: Updated Service Rep to Stephen Scheier.</p>
Smartphone service is based on specific vendor coverage. Customers should review the vendor coverage before ordering service and equipment.
Rates effective July 1, 2013 for FY2014.
Rates vary according to plan selected and whether you are in or out of the service provider area. Vendor charges are passed through to the customer based on plan offerings. UW Information Technology rates are as follows:
Smartphone Setup: $112 one-time charge per phone
Basic Smartphone Support (iPhone, WinMobile, etc.): $21 monthly charge
BlackBerry Support - Exchange: $32 monthly charge
BlackBerry Support - NotifyLink: $61 monthly charge
Effective July 1, 2010, UW Information Technology no longer provides centralized cellular phone billing and equipment ordering services.
Service Level Description:
There is a 7-day lead time after receipt of UW budget number.
Smartphone cellular service is available 24 hours a day, 7 days a week in the provider service area. Roaming charges apply outside the provider area. Support is available 8:00 a.m. - 5:00 p.m., Monday - Friday.
Pager service has been arranged through a contract between the University of Washington and a local provider.
The most basic pager is the display/vibrate type, which only displays the telephone number of the number to be called. The alpha-numeric type allows the person doing the paging to send a message up to 240 characters in length via email or Personal Digital Assistant (PDA). Two-way pagers can both send and receive text messages and have the same coverage as nationwide pagers.
Request More Information by Phone or Email Form
Contact: Pager Help Desk
UW Information Technology Service Center
4333 Brooklyn Ave NE, Box 359540
Phone: 206-221-5000; Fax: 206-685-8457 http://uw.edu/itconnect/phones/pager.html
<p>2/16/12: Fixed Get Help link</p>
<p>2/29/12: Changed number of pager characters in service description.</p>
<p>6/26/13: Updated rates.</p>
<p>9/6/13: Updated service representative.</p>
Manage inbound and outbound calls efficiently using telephone and other technologies
A call center may be used for responding to telephone inquiries about a particular product or service. Based on the technology and staffing employed, it is possible to route calls to individual staff based on volume or their expertise with a specific product or service. The set of tools includes a call management system and call recording for quality and training purposes. Examples of large and small call centers include: student support centers, IT helpdesks, language translation services, appointment scheduling for medical clinics, customer support centers, ticket sales, etc.
Customers may require Enhanced Call Processing (ECP) or Interactive Voice Response (IVR) technologies to manage large volumes of calls or to provide informational recordings. These technologies are used by staff that may not have a personnel-based Call Center but need to manage large volume of calls effectively and efficiently.
The components of a call center may include at least one or all of the following options:
Call Menu and Announcements
Intelligent Routing by Time of Day
Expert Agent - Distribution of calls based on staff expertise
Reporting/statistics - Using the Avaya Centervu call management system to deliver agent reports and call center responsiveness
Call Recording - Using the CXM Call Recording System to record calls for quality and training purposes.
Other technologies include:
Enhanced Call Processing (ECP) - provides the ability to transfer to a mailbox
Interactive Voice Response (IVR) - provides call routing based on pre-defined prompts and keeps statistics on call volumes.
UW faculty, UW staff, Harborview Medical Center, UW Physicians Network and Neighborhood Clinics, UW Medicine Neighborhood Clinics, Various off-campus locations in the Puget Sound area
Expert agent (skills-based call routing) is limited in its distribution based on your location and other factors. If you have questions concerning expert agent, please contact the UW Technology Service Center 206-221-5000.
Rates effective July 1, 2013 for FY2014.
The fees charged varies by number of staff and the number features deployed. Fees are based on the components used and they may not include equipment replacement.
Avaya Centervu Call Reporting System
- On site reporting access: $42.15 per CMS Supervisor Client (monthly recurring charge)
- Centervu Reports Emailed to Call Center Manager: $3.80 per agent (monthly recurring charge).
Call Center Agent login-id
-- $3.80 per agent login-id (monthly recurring charge)
-- CXM Call Recording included
CXM Call Recording System (all prices include installation)
- Standard Monitoring Option
-- $130.50/User (one time charge)
-- $3.80 per non-Call Center Agent User (monthly recurring charge)
Enhanced Call Processing (ECP) and Interactive Voice Response (IVR)
-- $3.80 per virtual telephone number (monthly recurring charge)
Service Level Description:
Although lead times may vary widely, a two-week lead time for requests for a small call center is required to set up the proper infrastructure. Avaya multi-button PBX service is required for the call center staff.
Enhanced Call Processing (ECP) and Interactive Voice Response (IVR) services vary widely, but 5-7 business days are required.
UW Information Technology Service Center Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)