UW Information Technology Service Catalog

Services offered by UW-IT to the University of Washington community

Phones and Voice

Telephones

0
Your rating: None
Brief Service Description: 
A suite of telephone services
Service Description: 

Rates for this service are for FY15

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.

Service Options: 

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
  • Emergency Phones
  • FAX Lines
  • Global VoIP (for use outside of Western Washington)
  • Modem Lines
  • Public Telephone Service
  • Regional Calling Service
  • Student Telephone Service in UW Seattle Residence Halls
  • Telecommuter VoIP (for use within Western Washington)
  • Voice Messaging
  • Toll Free Numbers
Eligibility: 

UW faculty, UW staff, UW students in residence halls, UW Physicians Network and Neighborhood Clinics, Multiple off-campus locations in the Puget Sound area

How to Order: 

Email: help@uw.edu
Phone: 206-221-5000
Fax: 206-221-5001

Availability: 

Hours available: 24 hours a day, 7 days a week

Price: 

Rates Effective July 1, 2014 for FY2015.

Telephone Lines (Dial Tone):

  • $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

Telephone Sets:

  • $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)

Voice Moves/Installs/Changes:

  • $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)
     Box 359540
     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)
  • Dial tone monthly charges apply (see above)
Additional Information: 

Phones: http://uw.edu/itconnect/phones

VoIP: http://uw.edu/itconnect/phones/telecommuter_voip.html

A basic dial tone service technical description is attached below.  

Service Level Description: 

Telephone Service

  • 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
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.

Support Information: 

UW Information Technology Service Center
Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Online Help Form: http://uw.edu/itconnect/help
Email: help@uw.edu
Phone: 206-221-5000
Business Hours: http://uw.edu/itconnect/gethelp

Contact for More Information: 

Email: help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Wed, 2014-07-16
Keywords: 
<p>phone, VoIP, voice over IP, digital analog, PBX, call forwarding, RCS, FAX, Modem, regional calling service, Avaya, 6408, 6416, 6424, 8405, 8410, 8434, 4610, 4620, 2410, 2420, 9608, 9611,&nbsp;directory listing, UW Directory, voice message, voice mail, voicemail, voice messaging, telecommuter, global, telecommuting, dialtone, dial tone</p>
Notes: 
<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&#39;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:&nbsp; added UW Campus Edge Standard attachement for Tyler Preder</p> <p>12/10/13:&nbsp; Added text in Service Level Description denoting installation delays due to heavy request volume</p> <p>02/14/14: Removed text regarding service delays due to heavy request volume</p> <p>07/16/14: Confirmed prices stayed the same for FY15, updated notice of FY15 rates, changed service manager -MM</p>

Long Distance Services

0
Your rating: None
Brief Service Description: 
Long distance service
Service Description: 

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).

 

Service Options: 
UWATS Long Distance (UWATS)
Regional Calling Service (RCS)

 

Eligibility: 

UW faculty; UW staff; UW students; UW Medical Center; Harborview Medical Center; UW Physicians Network and Neighborhood Clinics

Availability: 

Service is available 24 hours a day, 7 days a week.

Price: 
Rates effective July 1, 2013 for FY2014.
 
UWATS
There is no installation charge for setting up a UWATS code.

 

UWATS long distance, U.S., per minute            
$.03
UWATS long distance, Canada, per minute
$.03
Direct Dial 1+ long distance, U.S., per minute
$.03
Direct Dial 1+ long distance, Canada  
$.03
Metro UWATS, U.S., per minute
$.03
UW Direct, U.S., per minute 
$.03

International rates vary depending upon the country please see:
http://www.washington.edu/uwit/reports/FY2011InternationalLDRates.pdf

Regional Calling Service
There are no charges for Regional Calling Service (RCS); however, UWATS and Calling Card rates apply when used with RCS.

 

Additional Information: 

Information about the UWATS system can be found on the Web at:

http://uw.edu/itconnect/phones/longdistance.html#standard_uwats

 

Information about Regional Calling Service can be found on the Web at: 

http://uw.edu/itconnect/phones/longdistance.html#rcs

 

Service Level Description: 

UW Information Technology strives to respond within 24 hours.  Closed on weekends.

Support Information: 

UW Information Technology Service Center
Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Online Help Form: http://www.uw.edu/itconnect/help
Email: help@uw.edu
Phone: 206-221-5000
Business Hours: http://www.uw.edu/itconnect/gethelp

Any budget changes are managed through:
UW Information Technology Business and Finance
Phone: 206-543-1997
Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

 

 

Maintenance
Last Review Date: 
Mon, 2013-06-24
Keywords: 
<p><span id="part1">UWATS, UWATTS, long distance telephone, call acounting, toll service, RCS, regional calling service, SCAN card</span></p>
Notes: 
<p>service manager updates to Felicia 3/14/13</p>

Off-Campus Communications Services

0
Your rating: None
Brief Service Description: 
Provides phone and data connectivity for off-campus locations
Service Description: 

Off-Campus Communications Services allows groups that are 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 (for more information see http://www.uw.edu/itconnect/phones/longdistance.html#rcs). 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. 

 

Service Options: 
The following options are available with this service: 
 
Connectivity Options
 
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. 
 
 
Communication Infrastructure
 
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 WiredNetwork services.  
 
Wi-Fi Service 
 
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.
 
Other
 
Sites may optionally be furnished with the following services as needed: 
 
  • UW-IT managed subnet-level firewall. 
  • A redundant router connection via Virtual Router Redundancy Protocol (VRRP) for high availability. 
  • In addition, 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.   
 
Eligibility: 

UW academic units; UW administrative units. UW Medicine and clinical departments should email UW Medicine IT Services at mcsos@uw.edu 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:

Email: help@uw.edu
Phone: 206-221-5000

 

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 uwreo@uw.edu 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:

  • Login: NetID\yourNetID
  • Password: yourNetID password

 

Availability: 

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.

Price: 

Rates effective July 1, 2014 for FY2015

Connectivity Options

Connectivity Type Installation Charges Monthly Charges Other Charges
T1

$940 for a new install

$470 to add T1's

Each T1 Line: $266.54

Monthly T1 Line Mileage (if applicable): Varies

Out of Band Modem line: $40.49 per month

QMOE (Qwest) $470 + applicable facility charges (estimated facility charges ~$2,500 - $10,000)

20Mbps or 50Mbps: $1,343.97

100Mbps: $2,257.35

Out of Band Modem Line: $40.49 per month
UW Metro Area Ethernet 1000Mbps: $940 + applicable construction and facility charges (estimated construction and facility charges ~$30,000 - $250,000) Monthly Charge for 1000Mbps: $809.86  

Communication Infrastructure
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
Please see rate information here. 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.
 
Wired Ethernet Service
 
Wi-Fi Service 
Costs can vary from $800 - $250,000 depending on approximate square footage, number of access points, and number of "general purpose" Wi-Fi users. 
 
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: $299.48
  • Monthly Charge for Out of Band Modem Line: $40.49
 
Additional Information: 

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.

 

Support Information: 
Email: help@uw.edu

Phone: 206-221-5000
Business Hours: http://uw.edu/itconnect/gethelp.html

 

Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Thu, 2014-07-17
Keywords: 
<div> DS1, T1, Dark Fiber, Off-campus, Ethernet, DRKFBRPR, point-to-point, VPN, Mbps, Bandwidth, QMOE, Qwest, connectivity, modem, speed</div>
Notes: 
<div> <div> We need to confirm what locations we can provide all telecom features</div> <div> &nbsp;</div> <div> We will offering sometime in the future a Fax to Email gateway that allows for sending and receiving faxes right from your PC.&nbsp;</div> <div> &nbsp;</div> <p>Subnet VPN may also be referred to as the Campus Network VPN.</p> <p>The following information is linked from REO&rsquo;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>.&nbsp;</p> <div> We need to confirm what locations we can provide all telecom features</div> <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">&nbsp;</span></div> <div> &nbsp;</div> <div> 3/28/13:&nbsp; Per Mary Hoverson&#39;s request, RT 1817115, I changed references from &quot;UW Real Estate Office&quot; to &quot;Real Estate Office&quot;.</div> <div> 6/7/13:&nbsp; Fixed broken link to UW Wired Network Services.</div> <div> 6/10/13:&nbsp; Fixed another instance of broken link to UW Wired Network Services.</div> </div> <p><br /> 6/26/13:&nbsp; Added link to information on firewall being temporarily unavailable.</p> <p>7/12/13:&nbsp; Fixed help form URL</p> <p>3/17/14 - Updated email address for contact to help@uw.edu as per single point of contact project/removed other contact information</p> <p>7/15/14 - Updated entry based on REQ0002453</p> <p>7/17/14 - &nbsp;Per Charles change mile pricing from $26.88 to Varies. LH</p> <p>7/17/14 - Per Michelle add &quot;<strong>Rates effective July 1, 2014 for FY2015&quot;</strong></p>

Teleconferencing

0
Your rating: None
Brief Service Description: 
Conference call setup and support
Service Description: 

Rates for this service are for FY15

Anyone on the UW telephone system can make a three-way conference call no matter what type of telephone instrument is being used. Depending on the type of telephone set, more parties may be added.

For large groups or more complex audio or Web conferencing, UW conferencing services connects you with the collaboration tools necessary to make your conference a success whether you need to:

  • Set up a one-time audio conference for up to 100 people
  • Share documents and spreadsheets online via a Web conference
  • Have a meeting with a handful of colleagues at a moment's notice
Service Options: 

There are several service offerings in this category. Please reference http://www.washington.edu/itconnect/connect/conferencing/services/ for additional details and service options.

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


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
  • No per minute/per user charge for conference

Premier Global Services (PGI)

PGI is the preferred UW provider for large audio on-demand conferences, international conferences, and special events.

Four options are available from PGI: http://www.washington.edu/itconnect/connect/conferencing/services/#teleconf_prem

Arkadin Anytime Conferences
Arkadin is an alternative conferencing service with a pricing structure similar to PGI.

Adobe Connect

Adobe Connect is a Flash-based virtual meeting room that allows you to connect with multiple participants to share audio, video, applications, and chat.

Eligibility: 

UW faculty, UW staff, UW Medical Center, Harborview Medical Center, UW Physicians Network and Neighborhood Clinics;  Anyone with a valid budget number.

How to Order: 

Email: help@uw.edu
Phone: 206-221-5000

Availability: 

Conference call services are available 24 hours a day, 7 days a week.  Staff are available 8:00 a.m. - 5:00 p.m. Monday - Friday. Some conferencing products are available 24 x 7.

Requests for conferencing are handled 8:00 a.m. - 5:00 p.m., Monday - Friday.

 

 

Price: 

Rates effective July 1, 2014 for FY2015.

Meet-Me Conferencing
One time setup charge No charge
Monthly recurring charge $ 3.76 per virtual telephone number
Toll-Free Access $ 0.06 per minute/per participant
Applicable toll-free and long distance charges will apply.  

Premier Global Services (PGI)
   
Ready Access (Global Crossing is a legacy service) $0.29 per minute/per participant
Global Meet $0.10 per minute/per participant
Scheduled Ready Conference $0.06 per minute/per participant
Toll free access $0.06 per minute/per participant

Arkadin Anytime Conferences
USA Toll $0.02/minute per participant
Toll Free $0.023/minute per participant
International pricing See PDF attachment

Adobe Connect
Meeting host license $21.20 per account/per month

 

 

Additional Information: 

Detailed information about this service, including comparison tables and "how to" information:

http://www.washington.edu/itconnect/connect/conferencing/services/

Service Level Description: 

 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.

Support Information: 

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 help@uw.edu.

Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Wed, 2014-07-16
Keywords: 
<p>teleconference, teleconferencing, conferencing services, Meeting Exchange, Link, PGI, Meet Me, videoconferencing, videoconference</p>
Notes: 
<p>Updated on 4/30/13 to reflect minor changes due to conferencing system upgrade.<br /> <br /> Reviewed on 2-22-12 minor changes made. Additional changes expected when the rates are updated in June 2012.<br /> <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:&nbsp; Updated Service Rep to Stephen Scheier.</p> <p>12/14/13: Added new service option: Arkadin Anytime Conferences</p> <p>12/14/13: Fixed a couple typos existing in text entered into SharePoint by service manager</p> <p>12/30/13: Created in-table link to PDF attachment for Arkadin Anytime Conferences international pricing sheet</p> <p>01/21/14: Fixed link for PGI in response to customer comment in catalog</p>

Mobile Technology

0
Your rating: None
Brief Service Description: 
Smartphone service and support
Service Description: 

Smartphone Support Service Ending June 30, 2014

UW-IT is retiring the Smartphone Support service on June 30, 2014. Here are the key dates:

  • June 12, 2014: Smartphone no longer accepting new service requests.
  • June 12 – June 30, 2014: UW-IT staff will focus on completing requests and decommissioning this service, and will respond to any questions you submit before June 12.
  • July 3, 2014: You will receive your final bill from UW-IT for Smartphone support.

Future Smartphone Support Options

Why This Service Is Being Retired

The decision to retire the Smartphone Support service was reached through a partnership with and recommendation by the IT Service Management Board, one of three University-wide information technology (IT) governance boards that provide advice on IT strategy, services and priorities. This change is in keeping with UW-IT’s mission to provide technology services in line with the University’s priorities. 

Please send email to help@uw.edu if you have any other questions.

Service Options: 
 

 

How to Order: 

NA

Availability: 

NA

Price: 

NA

Service Level Description: 

NA

Support Information: 

NA

Maintenance
Last Review Date: 
Sat, 2014-07-12
Keywords: 
<p>mobile technology, cell, cellular phone, Smartphone, Blackberry, G1, Storm, iPhone, Iphone, Air Card, AT&amp;T, ATT T-Mobile, TMobile, Verizon, Sprint; satellite phones</p>

Pager Services

4
Your rating: None Average: 4 (1 vote)
Brief Service Description: 
Pager service and equipment
Service Description: 

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.

Service Options: 

There are five options for pager service:

  • Local display/vibrate
  • Local alpha-numeric
  • Nationwide display/vibrate
  • Nationwide alpha-numeric
  • 2 Way alpha
Eligibility: 

UW faculty, UW staff, UW Medical Center

How to Order: 

Order by Mail
Print out an Application for Pager Service and submit it via campus mail. http://uw.edu/itconnect/phones/pager.html#ordering

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

Availability: 

Hours available: 24 hours a day, 7 days a week

Price: 

Rates effective July 1, 2013 for FY2014.

Type Basic Monthly Rate  
Local display/vibrate $ 5.18 (WA only) Additional coverage available
Local alpha-numeric $ 10.35 (WA only) Additional coverage available
Nationwide display $27.01  
Nationwide alpha-numeric $57.49  
2-Way Pager with 500 messages per month $24.72  
Voice mail, group call, extra number features $1.15 - $2.30  

 

Additional Coverage Areas for Local Pagers Monthly Rate
For WA, OR Basic Monthly Rate
For West WA, CA Basic Monthly Rate
For WA, OR, AK Basic Monthly Rate
For WA, MT, ID Basic Monthly Rate
For WA, OR, MT, ID Basic Monthly Rate

 

Additional Information: 
Service Level Description: 

Pager service is available 24 hours a day, 7 days a week.

Support Information: 

UW Information Technology Service Center
Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Online Help Form: http://uw.edu/itconnect/help
Email: help@uw.edu
Phone: 206-221-5000
Business Hours: http://www.washington.edu/itconnect/gethelp.html

UW Medical Center Teleservices (UW Medical Center Staff)
NE-165 UW Medical Center; Box 356034
Monday - Friday, 7:30 a.m. - 4:30 p.m.
Phone: 206-598-6367
Fax: 206-598-7872

Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Fri, 2013-09-06
Keywords: 
<p>Pager</p>
Notes: 
<p>2/16/12:&nbsp; Fixed Get Help link</p> <p>2/29/12: Changed number of pager characters in service description.</p> <p>6/26/13:&nbsp; Updated rates.</p> <p>9/6/13:&nbsp; Updated service representative.</p>

Call Center Solutions

0
Your rating: None
Brief Service Description: 
Manage inbound and outbound calls efficiently using telephone and other technologies
Service Description: 

Rates for this service are for FY15

 
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.

 

Service Options: 
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.

 

Eligibility: 

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

How to Order: 
Email: help@uw.edu
Phone: 206-221-5000
Fax: 206-221-5001
Availability: 
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.
Price: 
Rates effective July 1, 2014 for FY2015
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.

 

Support Information: 
UW Information Technology Service Center Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Email: help@uw.edu
Phone: 206-221-5000
Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Mon, 2014-07-14
Keywords: 
<p>Simon Reader board, Call Recording, Call Reports and Statistics, Centervu, Hunt Group, CMX, Avaya, IVR, Interactive Voice Response, Enhanced Call Processing, ECP</p>
Notes: 
<p>07/14/14: Confirmed rates remained the same for FY15 and updated the date to FY15. Added text at top announcing rate is for FY15. -MM</p>