TNS: FAQs

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The terms "CB Amt($)" and "No CB Amt($)" appear on my telephone bill statements. What do they mean? "CB Amt($)," or "Charge Back Amount," is the dollar amount that TNS bills to your account. Your department is responsible for all "Charge Back Amount" charges.
"No CB Amt($)," or "No Charge Back Amount," is listed on your bill, but not charged to your account. Your department does not pay for these charges. TNS absorbs these costs.

Phone numbers that do not belong to my department appear on my statement. Are we paying for these phones? There are two scenarios:
1) A phone number appears under the heading "MONTHLY CHARGES": You are responsible for those charges. If you are certain that the number is not affiliated with your department, call the number and request billing account information from the current user or owner. Then call 4-3500 to report the discrepancy.
2) A telephone number appears under the heading "AUTH-BASED CALLS": An authorization code allows a user to make telephone calls from any campus telephone. The number you see under "AUTH-BASED CALLS" is the telephone number from which a user made a call using an authorization code. You must pay for calls made with authorization codes requested by your department.

My bill has a lot of $16 charges per month. Why? Every telephone line is charged at $16 per month. You should see one $16 charge for each telephone line billed to your account.

Is there a difference between state and auxiliary fees? Yes. Auxiliaries are charged different rates for labor and installation.

What are fees for local/long distance? Fees for local and long distance vary based on which service provider (telephone company) the call is made through. If you have a question about your bill, please call 4-3500.

What is the telephone number for Billing and Work Order Services? The telephone number for Billing and Work Order Services is 619-594-3500.

How are "rush" work orders calculated? "RUSH " work orders will result in additional charges. Orders requested for a due date prior to the 10-business-day period will incur an additional 50% charge. (Under these terms, a $100.00 work order would cost $150.00.)

What is a "Telephone Coordinator"? Telephone Coordinators (TCs) are responsible for telephone services in their areas. They have the authority to request, control, and provide account numbers for billing (when applicable) for a department's and/or college's:

Telephone adds/moves/changes
Telephone training
Directory listings
Initial telephone troubleshooting
Telephone features and services (e.g. ACD, Voice Mail)
Voice Mail passwords
Long Distance authorization cards
Telephone consultation

TCs receive special training and/or notices pertaining to their roles in their areas. To ensure compliance with the requesting department's wishes, TNS staff verify a TC's status before accepting requests from that person. If you do not know who your Telephone Coordinator is, contact the TNS Directories Coordinator at 4-0100. TCs must use the online Telephone Service Request form to request service.

What is a "Data Contact"? Data Contacts are responsible for technical services in their areas. They have the authority to request, control, and provide account numbers for billing (when applicable) for the department's and/or college's:

Computer, fax, photocopier, and/or printer network adds/moves/changes
Computer/desktop support and/or training
Initial network failure/problem troubleshooting
DNS setup
IP number assignment
Network configuration consultation

The ETS Help Desk has reserved a special number (4-3396) for Data Contacts to report emergency problems (e.g. area-wide network outage). To ensure compliance with the requesting department's wishes, TNS staff verify a Data Contact's status before accepting requests from that person. If you do not know who your Data Contact is, contact the ETS Help Desk at 4-5261 or work@mail.sdsu.edu. Data Contacts must use the online Network Service Request form to request non-emergency service.

Who may submit a TNS Service Request? Campus staff and faculty can report problems or request new service through their Telephone Coordinator or Data Contact.

I need fax, modem, and/or network connection to a department copier. Whom do I call? Call your Telephone Coordinator or Data Contact.

Whom should I contact when duress, pay, elevator, courtesy, and/or classroom telephones do not work? Call 4-3500 or email voicewo@mail.sdsu.edu.

What is a "bill change/error in bill"? Those responsible for their department's and/or college's budget must review each bill upon receipt. If you identify charges that are confusing and/or appear to be incorrect, immediately call 4-3500 or email voicewo@mail.sdsu.edu. A staff member will assist you with corrections. NOTE: TNS can only correct bills up to two months after they have been issued.

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What do I do if I want to upgrade my telephone? Contact your Telephone Coordinator who should submit a Telephone Service Request form. For additional information call 4-3500 or email voicewo@mail.sdsu.edu.

What are "Operator Services"? Operator Services supports all incoming telephone calls to SDSU, routing callers to requested individuals and departments. In addition, this area of TNS is responsible for updating campus directories.

What is the "SDSUcard"? The SDSUcard is the official campus ID, and campus library card for students, faculty, staff and auxiliary personnel. Students may also use the SDSUcard as a prepaid account for some campus goods and services (e.g. food, bookstore, copying, microfiche, laser printing in the library and designated computer labs, and laundry in the residence halls). It can also be used for campus voting (the card is swiped to verify a student's university status) and to verify entitlement at the campus pharmacy. The SDSUcard may also be used as a US Bank ATM/Debit card. The SDSUcard office hours are 8:30 a.m. to 4 p.m. Mon-Fri. To replace a lost SDSU card, faculty and staff should report in person to the SDSUcard office. For more information, call 619-594-6800.

How do we recycle equipment? Contact Material Management at 4-6113 or http://bfa.sdsu.edu/busserv/MaterialManagement.html.

Whom do I contact to report broken equipment? Contact your Data Contact.

Where do I dispose of electonic hardware? Call Material Management at 4-6113 or see http://bfa.sdsu.edu/busserv/MaterialManagement.html.

Do I need to run an anti-virus scanner on my system? As always, we highly recommend that you run anti-virus software on your systems. Although we scan email for viruses, we cannot guarantee that all viruses will be caught. Your systems may become infected through other means as well.
Please check with your IT department for recommendations on anti-virus software solutions.

How do I change my greeting? From the main menu in your voice mailbox, press 4 for Personal Options, 3 for Greetings, 1 for Personal Greeting, then 2 to start recording. Remember to press # to stop recording, then # again to save.

How do I leave someone a message without listening to their whole greeting? Press # once their greeting starts.

How do I skip to my saved messages without listening to my new message? From the main menu, press 1 # #.

How can callers go directly to my voice mail when I'm on the telephone and not get a busy signal? To activate: If you have a digital telephone press the Divert button. If you have an analog telephone, lift handset, press *2*, dial the extension at which you wish your calls to ring, then press #. Replace handset. To cancel (from original telephone): Lift handset; press #2#. Replace handset. To cancel (from "follow-me" telephone): Lift handset; press #2*. Dial original extension number, press #. Replace handset.

How do I hear all the options available when I'm asked to enter a selection? Press 0 and the system will play all options applicable to the feature you are using.

How do I erase a message I'm recording? Press * if you are in recording mode (i.e. sending a message, replying to or forwarding a message, or just leaving a message when someone did not answer their telephone). Once you send the message, it cannot be unsent and re-recorded. This also applies to re-record your greeting before you press #.

How do I leave a message for someone without dialing their telephone? Enter your voice mailbox by dialing 4-7444. Enter your password. From the main menu in your voice mailbox, press 2 to send. Record your message, then press # to end. Enter the person's mailbox number and hit # to send. You can also send the same message to multiple people.

What number do I call from off-campus to check my voice mail? Dial 619-594-7444. When you hear the greeting, press # then enter your 5-digit campus extension.

Is there any way I can save a message longer than 14 days? Yes. Forward the message (press 6 at the end of your message) to your own mailbox. You will have to check your voice mail again and press 9 to save the new message. Note: the original date and time of the message will be lost after forwarding.

Why do I have to say the date and time after I enter my password? The security feature has been activated. To deactivate this feature, log into your voice mailbox (you will have to say the date and time one last time). At the main menu, press 4 for personal options; press 6 for security options; press 2 to turn the access security off.

What's the difference between resetting the mailbox and resetting the password? When resetting the mailbox, everything (greeting, messages and password) will be deleted and a new mailbox will be installed. Resetting the password will change it to the default while the greeting and messages remain.

Why is the message waiting indicator on my telephone blinking when there are no new messages? It is possible that you checked your messages and logged off without deleting or saving. Check your messages again and delete/save any remaining messages. If the indicator is still blinking, please contact the trouble line at 4-3500 and someone will assist you.

Can I forward a message to an off-campus number? No. You can only forward messages to campus numbers that have voice mail service.

I don't have voice mail service on my telephone. Can you activate it for me over the telephone? We cannot activate services without a Telephone Service Request form from your area's Telephone Coordinator. We will contact you or your TC when the work is completed.

What wireless network cards are recommended and/or supported?
For PCs and Macs, we recommend use of a network card that is 802.11b/g WIFI compliant.

How many people can be on the wireless network at once?
The campus wireless network can handle hundreds of users logged in at any one time, but the more active users, the slower the network becomes. On average, one access point can handle approximately 30 users without a noticeable degradation in performance.

Why is my wireless connection disrupted more frequently than my wired connection?
Wireless access points operate within the 2.4GHz frequency range and are prone to interference from microwave ovens, other unknown access points in the area, some cordless phones and many other environmental factors that may be passing between you and the access point at any given time. Though the wireless protocol was designed to be robust, it is still radio frequency, and it can be interrupted by various pieces of equipment and/or structures.

Is there a charge to establish a wireless connection?
There is no charge to connect to the wireless network, but you do need to purchase a wireless Ethernet card that complies with the WiFi 802.11b/g standard.

How do I get a wireless network installed in my office, suite or building on the central campus?
Submit a TNS Network Service Request and we will do a site survey and let you know what the cost will be to provide wireless coverage in your area.

Will wireless networks eventually replace hardwired networks?
No. The wireless network is not being implemented to replace the hardwired network. Plugging into a network port is still going to be faster and more reliable, but wireless networks can provide a convenient way to access information where wired connections are not available.

How can I get assistance with wireless network performance problems?
If you have questions or problems with SDSU wireless, email wireless@sdsu.edu.

How do I request wireless network service for my department, a classroom, or a public area?
Departments can complete a TNS Network Service Request online. TNS will do a site survey and determine the optimum locations for public wireless access and install service as available funding permits. Departments wishing to arrange for wireless service in department-controlled classroom space or public areas should complete the online form.

Where can I buy wireless network cards? Does TNS sell these?
TNS does not sell end user wireless network cards. Departments can purchase these from any standard university source or computer store.

How long does it take to install service?
Departments should plan for wireless network service installation as they do for standard wired network service and telephone service installation. Each installation requires completion of a TNS Network Service Request for a wireless site survey. The site survey with your department or college, will determine the number, and placement of wireless network access points within the coverage area.

What is a Service Request and when do I need one? A Service Request is a formal notice to TNS outlining contact information, account information, and the scope of requested work for any given project. TNS requires that service requests be completed online for telephone, network, and directory updates. A service request is not needed to report area-wide loss of Internet connectivity. In such a case, call the ETS Help Desk at 4-5261.

What is a Work Order?
This is the service provider's documentation of your Service Request. Once processed by the provider, your Work Order will be assigned a unique reference/tracking number. This is the number you will refer to in any correspondence or inquiry.

What is billable vs. non-billable?
Billable work refers to all non-maintenance work being funded by campus departments or auxiliary organizations. Non-billable work typically refers to recurring or maintenance work to keep campus systems, facilities and grounds in good repair. A Service Request for billable work will be converted into a formal Work Order. A Service Request for non-billable work will simply be performed, without the need for a formal Work Order. For more details, refer to Physical Plant FAQs.

What are billing and fund cycles?
Work Orders are billed upon completion of work. Account expiration is determined by the type of account submitted by the requester. General fund accounts typically close at the end of the fiscal year on June 30.

Who may submit a Service Request?
Service Request are usually submitted by the Telephone Coordinator or Data Contact for your area.

Who has the authority to approve a Service Request?
Only Telephone Coordinators or Data Contacts have the authority to submit service requests.

What is the expected turnaround time for various Service Requests? Turnaround time for service requests will vary depending on type of request and workload. Check with your Telephone Coordinator or Data Contact regarding expected time of completion of your service request.

What is a State ID?
A State ID is a barcoded alpha-numeric tag that is applied at the time the equipment is received. The tag is used to identify SDSU campus inventory and to track the equipment during its life on campus. Typically, the State ID can be found on a yellow sticker placed on durable campus items.

What is cost recovery?
Cost recovery is the method by which a service provider recovers the cost of materials and labor for department-requested, non-maintenance services.

What do I do if I believe I have a billing error?
Those responsible for their department's and/or college's budget must review each bill upon receipt. If you identify charges that are confusing and/or appear to be incorrect, immediately call 4-3500 or email voicewo@mail.sdsu.edu. A staff member will assist you with corrections. NOTE: TNS can only correct bills up to two months after they have been issued.

What is an Internet Protocol (IP) address, static versus dynamic?
An IP address is a unique address that is used to identify and communicate over the network between devices. These devices include such as computers, printers, server, switches, routers, etc.

Dynamic IP address:
This is an IP address that is assigned by Dynamic Host Configuration Protocol (DHCP) servers and is commonly set as a default. In most cases users will use a dynamic address, where the IP could change daily, but are unaffected in service.

Static IP address:
Static Addresses are assigned by a network administrator and manually configured for network settings. The IP will not change and is important when clients rely on that particular device to have the same IP address; such as printers or servers. Most workstations will not need a static IP address.

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Billing and Work Order Services / Network Services / Telephone Coordinators/Data Contacts / Voice Mail Services / Wireless

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Frequently Asked Questions

Billing

Telephone

TNS

Voicemail

Wireless

Network Administrators

General Questions About Service Requests