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Billing and Work Order Services
TNS Billing and Work Order Services provides information technology (telephone and network) service to the campus community. To request new service, or changes to existing service, contact your area Telephone Coordinator (TC) and/or Data Coordinators (DC).
All new service is subject to a one-time installation fee charge. See Rates for details. Phone types (analog, digital, modular and multi-line) and service plans are detailed below.
Free telephone-features training is available for individuals or groups. Call 619-594-3314.
Billing and Work Order Services Office
Location: Education and Business Administration, Room 129
Hours: Monday - Friday 8 am to 4:30 pm
Phone: 619-594-3500
Fax: 619-594-8316
email: tnsbilling@mail.sdsu.edu
- Automatic Call Distribution (ACD)
- Basic Features & Rates
- Basic Monthly Telephone Services
- Basic Telephone Features
- Basics of Using Your Telephone
- Billing
- Cell Phones
- Contacts
- Line Activation Fees
- One-Time Service Fees
- Rush Work Orders
- Telephone Equipment
- Telephone Repair Policy and Reporting
General Billing Information
TNS telephone billing statements, sent monthly to departmental offices, detail the current billable period, year-to-date expenses by category, and long distance charges. All indicated costs are automatically charged against the area's designated account.
Auxiliary Organizations
Aztec Shops, Research Foundation, Associated Students, Vendors, American Language Institute (ALI) and any other third-party groups are charged for all local and toll calls. In addition, some Auxiliary and third-party rates are higher than the State Rate (General Fund). Per SDSU Cost Recovery Policy, rates for services provided to non-UOF (University Operating Fund) entities may be increased by a staff benefits percentage.
Billing Questions: |
Telephone Number |
Email Address |
|---|---|---|
Departmental telephone, calling card and authorization code bills |
619-594-3500 |
tnsbilling@mail.sdsu.edu |
NOTE: Refer to the telephone equipment type when checking on charges, reporting trouble, or completing telephone service requests.
Departmental Telephone Charges
Departments are charged for:
- Basic Monthly Telephone Services (sets and lines) exceeding Departmental Free-Allocation (State only departments).
- Long distance (and toll) telephone calls. Note: Campus Departments are not charged for local and toll calls. Auxiliary and third-party organizations are charged for local and toll calls.
- Special features charges (e.g. Voice Mail, Automated Call Distribution).
- One-time charges (e.g. installation, line activation).
Departmental Free-Allocation Telephones
In 1988 each department was allocated telephones free of equipment lease and line charges based on existing service, number of employees and location of service. Departments may request additional phones or exchange one type of existing telephone for another. However, the department will be charged at the rates shown for any additions over the 1988 allocation, or for any phones exchanged (e.g. phones or service upgrades from those specified in the allocation for state only departments.
Telephone Rates and Service Fees
The following information and charts provide current rates for our basic telephone service, premium or additional features, telephone equipment charges and line activation fees.
Rush Work Orders
"RUSH" work orders will result in additional charges. Orders requested for a due date prior to the 15-business-day period will incur an additional 50% charge. Under these terms a $100.00 work order would cost $150.00.
Policy for Damaged or Stolen Telephones
Telephone instruments that are stolen or damaged (e.g. dropped, liquid spilled on them, etc.) will be replaced and the department billed for the replacement cost, plus tax. Replacement costs range from $40 for an analog telephone to over $800 for some digital telephones.
Basic Monthly Telephone Services
The following information and charts provide current rates for basic monthly telephone service (sets and lines), special features, line activation and one-time charges.
View Telephone Equipment
* Note: Analog desk and wall sets purchased by individual departments do not have monthly charges.
| Description | State Fund Rate |
Auxiliary Rate |
|---|---|---|
| "Hot Button" (usually between 2 extensions) | $20.00
|
$26.00
|
| Automated Call Distribution (ACD) | See ACD area below
|
|
| Add appearance of a line (per line) | $10.00
|
$13.00
|
| Additional dialing number (ADN) or Multiple dialing number (MDN) | $10.00
|
$13.00
|
| Call forwarding to off campus number | $10.00
|
$13.00
|
| Change dialing level | $10.00
|
$13.00
|
| Create/add extensions to hunt group (per line) | $10.00
|
$13.00
|
| New number in the sky/Pilot number | $10.00
|
$13.00
|
| New name display, first time | $0
|
$0
|
| Name display change | $10.00
|
$13.00
|
Automated Call Distribution (ACD)
If your department uses a call center, consider using Solidus eCare, our Automated Call Distribution (ACD)/Call Center product. Solidus eCare directs calls to the most appropriate call handling group or the next available individual, thereby enhancing communications and customer service.
Installation Charges
Telephone Repair Policy and Reporting
To report trouble with your telephone or voice mail, call 4-1935. When you call the following information is required:
- The number of the malfunctioning telephone.
- The type of telephone set.
- The location of the telephone (building and room number).
- The person to contact regarding the problem, their telephone number, and an alternate telephone number and/or person to contact.
- The nature and date of malfunctioning.
Telephone Jacks
Category 5 and 6 jacks consist of six inserts. The outlets are color-coded; orange designates data outlets. Note: Non-State Buildings might have telephone jack with two outlets. The upper outlet is for voice service. The lower outlet is for data.
Inserts to Voice or Data Jacks
Additional outlets can be installed to jacks. If you have questions about installation costs, call 619-594-3500.
Telephone Name Display
"Display Name" refers to the phone line user's name, which can be displayed on any digital set. When setting up new service, Telephone Coordinators can choose to have the user's name displayed (or not) using the Telephone Service Request form. No installation or monthly fees are charged for the initial programming of a name. For new name display requests only, email to voicewo@mail.sdsu.edu.
There is a charge of $10.00 ($13.00 for Auxiliaries) for each name change. To submit a request to change the Display Name use the Change Telephone Programming Service Request form.
Conference Telephone Rental
Analog conference telephones are available at $10.00 per day. The rental telephone MUST be returned by 4:30 p.m. of each rental day. For assistance call 619-594-3500.
Telephone Service Consultation
The TC should complete the Telephone Service Request form or call 619-594-3500.
Local Calls
- Local calls made from SDSU state-funded telephones are paid for by TNS.
- Local calls made from SDSU Auxiliary telephones will be charged to the area's designated account.
Long Distance Authorization Codes
Long Distance Authorization Codes are issued when requested on a Telephone Long Distance and Calling Card Request. All calls made using the Authorization Code are billed to the account number provided. For questions regarding Long Distance Authorization Codes, call 619-594-3500.
Assigned Dialing Levels
Department area Telephone Coordinators (TCs) determine the type of dialing level for telephones. A TC can request a dialing level change by using a Telephone Service Request. Long Distance Authorizations override the dialing level restriction on any telephone except courtesy and classroom telephones.
Dialing Level 1: Internal calls only (extension to extension).
Dialing Level 2: Internal + Zone 1 (within 12 miles of campus only).
Dialing Level 3: Internal + San Diego County calls.
Dialing Level 4: Internal + San Diego County calls + long distance calls.
Cell Phones/Broadband Wireless Cards
Telecommunications and Network Services (TNS) does not provide cell phone services or broadband wireless cards. The following information may assist you in the selection of the appropriate service for University or personal cell phones or broadband wireless cards.
Faculty and staff who require cell phones or broadband wireless cards for use in support of SDSU business should contact their department or college Telephone Coordinator to request appropriate approval.
Faculty and staff who conduct SDSU business on personal cell phones, may request reimbursement for some costs associated with their cell service upon approval of their department. Users should submit the Authorization for Business-Related Wireless Device available at http://hr.sdsu.edu/forms.htm to their department for approval.
SDSU has negotiated service plan discounts from several wireless providers listed below. Cell phones owned by the University also receive negotiated discounts. For additional information please contact the provider directly.
If you have any questions, please contact Sheryl Espero at sbespero@mail.sdsu.edu and/or 619-594-3500.
AT&T (15% discount)
Kent Broman
Campus Sales Representative, Higher Education
AT&T Mobility
Wireless: 619-301-5338
Email: kent.broman@att.com
Verizon offers a 15% discount off monthly service, 25% off accessories, 20% off select data plans for PDAs and Blackberry.
* 15% off your monthly service charges on a plan of $34.99 or higher. If the plan is a family share, the 15% portion of the discount will only come off the primary line, but all the other discounts will apply to all lines.
* If the account has multiple plans, and each plan is 34.99 or higher, then each plan (up to 5) will be discounted by 15% and will also get all the other benefits.
* Free and discounted phones, and 25% or more off all accessories.
* Free FedEx shipping, within the USA, on all your orders.
* 20% off select data plans for PDAs and Blackberry.
You may order everything online using MYVERIZON or call customer service at 800-922-0204. Please visit http://www.vzw.com or go to http://www.verizonwireless.com/discount to apply for the discount.
Sandy Baker
Verizon Wireless
Phone: 619-318-1771
Email: Sandy.Baker@VerizonWireless.com
T-Mobile, USA (15% discount)
To obtain the T-Mobile SDSU faculty / staff discount
- Call 866-464-8662, option 1 & reference promo code: 15344TMOFAV
- Order Online
* 15% discount on qualifying monthly recurring charges for ALL LINES on your account
* Unlimited talk + text + web with no overages and NO annual contract!
* No activation fees and FREE standard shipping!
* For existing customers wishing to add the discount to your existing qualifying T-Mobile rate plan visit T-Mobile, download the migration form, and follow the instructions on the form for emailing or faxing it to our migrations department.
Daniel Chacon - SDSU Advantage Program Representative
(310) 651-0603
Email: Daniel.Chacon@t-mobile.com
T-Mobile Website
For SDSU business use, please contact:
Duff Owens Wilmoth
Government Account Manager
(949) 274-1565
Email: Duff.Wilmoth1@t-mobile.com
Sprint/Nextel (18% discount)
http://www.evpdiscount.com/SprintforSDSU
Login with your corporate email
Contact your Employee Value Program Representative
Andrew Haucke
Sprint/Nextel
Employee Value Program (EVP)
Phone: (888) 457-6294
Email: info@EVPdiscount.com
For Sprint Business Sales and Questions
Roxanne Tate
Public Sector Account Executive
(619) 520-2210
Email: Roxanne.tate@sprint.com
Basic Telephone Features
- For telephone training please call 619-594-3314.
- Caution: Analog telephones are not interchangeable with digital telephones. Severe damage to the telephone may result if a digital set is plugged into a jack designated for an analog line.
| KEY | FUNCTION |
|---|---|
| Program Key | Activates programming of blank function keys |
| Blank Function Keys (can have multiple on one set) | No functions until programmed: see next table |
| Accept 2nd Call Key | Allows a second call to ring through |
| Inquiry (Access 3) | Place outgoing calls only |
| Access 1 & 2 | Receive and place calls |
| ACTION | EXPLANATION |
|---|---|
| 1. Press the Program key | Activates programming capability (light on). |
| 2. Press a blank (unused) Function Key | Selects the key you wish to program (light will toggle on). |
| 3. Enter a number you wish to store. If you have made a mistake, or if you wish to change a number previously programmed, press Clear/C to erase and re-enter the correct number. | Enter either a telephone number you call frequently and/or an authorization code; function key will remember and automatically dial this number for you when key is pressed. |
| 4. Press the newly-programmed Function key. | Light will toggle off. |
| 5. Press Program key to complete the process. | Light will toggle off. |
| Your function key is now ready to use. To dial a stored number, press the programmed function key and the stored number is automatically dialed. | |
| TELEPHONE TYPE | VOLUME CONTROL ACTION |
|---|---|
| Analog Desk | Ringer volume dial is on bottom of set toward the back. |
| D-8 (DBA-180) | Ringer volume is controlled by button on back of set. |
| D-12 (DBA-706) | Ringer volume is controlled by slide lever on left side of set. Handset and speaker volume is controlled by wheel in lower left-hand corner of set. |
| DBC-561/661 (beige telephones) | Ringer volume is controlled by slide lever on right side of set. Handset and speaker volume are controlled by slide lever under keypad. |
| DBC-212/213/222/223 (black telephones) | On DBC-212/213 (black telephones) volume is programmable using volume control on the top of the set under the keypad. Press minus (-) to reduce ring volume or plus (+) to increase. To change the volume on the handset, press (+) or (-) while handset is off-hook. For the speaker, press (+) or (-) while the speaker function is active. |
| FEATURE | PROCEDURE: ANALOG SETS | PROCEDURE: DIGITAL SETS |
|---|---|---|
| Accept 2nd Call The digital version of call waiting. |
Digital Sets only. See Call Waiting. |
To activate, press the “Accept 2nd Call” function key; light goes on (toggle to de-activate feature). To accept a 2nd incoming call, press the flashing line button. First call is automatically put on hold. |
| Automatic Call-Back When the extension you dial is busy, this feature will store the number and dial it again as soon as it’s free. |
If dialed extension is busy or does not answer: 1. Press 6. 2. Listen for confirmation tone (3 beeps). 3. Hang up. When the extension is available, system will ring automatically. To cancel: Lift handset. Press #6*, enter extension number, press #. (Note: several call-backs may be active at the same time. To cancel all call-backs, lift handset and press #6#.) |
Same as for Analog sets. |
| Call Waiting Allows analog sets to receive more than one call at a time. Call waiting is automatic when you receive an off-campus call, but not for on-campus calls. Using an authorization card will block call waiting. |
When you’re on a call and you hear the call waiting tone, press 2 to answer the second call. Pressing 2 will allow you to switch between both calls. If you get a busy signal on an on-campus extension, press 5 to send the call waiting tone. If accepted, you will hear ringing. If not, it will remain a busy signal. | See Accept 2nd Call to receive more than one call at a time. To send call waiting to a busy analog set, press 5. If accepted, you will hear ringing. If not, it will remain a busy signal. |
| Conference Call Note: No more than 6 off-campus parties are recommended. |
1. Dial the 1st party. 2. With first party on line, press the switch hook to put the 1st party on hold. 3. Dial the 2nd party. 4. With 2nd party now on line, press 3 on the keypad. Conference tone (long beep) will indicate the 2 nd party number has been added. 5. Repeat from step 2 to connect up to 6 parties. |
1. Dial the 1st party. 2. With first party on line, press Access 2 or 3 (whichever is free). 3. Dial the 2nd party. 4. With 2nd party now on line, press 3 on the keypad. Conference tone (long beep) will indicate the 2nd party number has been added. 5. Repeat from step 2 to connect up to 6 parties. |
| Call Divert Forwards callers to a preprogrammed number (normally voice mail) when: 1. You don’t answer 2. Your line is busy 3. You desire a “do not disturb” |
||
| All Call Divert All calls diverted directly. Your telephone does not ring. |
To activate: Lift handset; press *2#. Replace handset. To cancel: Lift handset; press #2#. Replace handset. | Same as for analog sets for all types of divert. |
| Busy Divert Calls divert if your line is busy. |
To activate: Lift handset; press *22#. Replace handset. To cancel: Lift handset; press #22#. Replace handset. | |
| No-Answer Divert When there is no answer, calls forward after ringing up to 4 times. This is the default activation when you order call divert. Subsequent calls will forward after 2 rings until the telephone is used to make another call. |
To activate: Lift handset; press *21#. Replace handset. To cancel: Lift handset; press #21#. Replace handset. |
|
| Follow-Me Divert Allows your telephone calls to be forwarded to another campus phone. |
To activate: Lift handset, press *2*, dial the extension at which you wish your calls to ring, then press #. Replace handset. To cancel (from original phone): Lift handset; press #2#. Replace handset. To cancel (from "follow-me" phone): Lift handset; press #2*. Dial original extension number, press #. Replace handset. | |
| Hold Feature 2 Types of Hold: Exclusive Hold You put a call on hold from your phone; only your telephone can retrieve the call. |
Note: calls remain on hold for 3 minutes before re-ringing. | Exclusive: 1. With party online, press the line key that received call (caller is now on hold). 2. Press same button to return to caller. |
| Common Hold You put a call on hold from your phone; you or others can retrieve the call from any phone. This disables the Accept 2nd Call Function while the caller is on hold |
Common: 1. With party online, press the switch hook. Listen for the recall tone (3 beeps). Hang up (caller is now on hold) 2. To retrieve from same phone, pick up handset. 3. To retrieve from another phone: Dial extension of telephone where call was placed on common hold and listen for busy tone.Press 8 to connect to call. |
Common: * With party online, press 8 (or “Common Hold” function key, if available); put receiver in cradle. * To retrieve from same phone, pick up handset. * To retrieve from another phone: Dial extension of telephone where call was placed on common hold and listen for busy tone. Press 8 to connect to call. |
| Last Number Re-Dial This feature only available for off-campus calls. |
Press *** for automatic re-dial of the last off-campus number called. | Same as for analog sets. |
| Call Pick-Up Directed Call Pick-up Don’t need any special programming, but you need to know which extension is ringing. Call Pick-up Groups Members of a call pick-up group can answer calls on any other member’s extension. |
Directed Call Pick-up:
1. Dial extension that is ringing. 2. When you get a busy signal, press 8 to answer the call. Call Pick-up Group:1. When another member’s extension is ringing, press 11 to answer. |
Same as for analog sets. |
| Send Additional Digits (For example: “Press 3 for additional options”….) For pager access, calling card calls, off-campus voice mail or any time you need to enter extra digits. |
Digital Sets only. Not needed for analog sets. Always sends touch-tones. | 1. Dial the number you wish to call. 2. After call connects, press 9 (or “Send Additional Digits” function key, if you have one). 3. Your display will read “Tone Sender On” – you may now enter additional digits. |
| Transfer Call You receive a call that you wish to send to another phone. The extension that you’re calling must ring at least once for the transfer to happen successfully. |
1. Put caller on hold by quickly pressing the switch hook. You’ll hear 3 beeps, then a dial tone. 2. Dial the second party and announce caller. 3. Hang up receiver. That will complete the transfer. |
1. With caller online, press the Inquiry (Access 3) button to place the caller on hold. 2. Dial the second party and announce the caller. * 3. Press the Transfer function button. (Labeled “T” on older sets.) *Note: if the second party does not answer, return to the original caller by pressing the line button that the call came in on (Access 1 or 2). |
Billing and Work Order Services / Network Services / Telephone Coordinators/Data Contacts / Voice Mail Services / Wireless