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Voice Services
TNS Voice Services provides new telephone service and a variety of features to meet the needs of the campus community. In order to request new service, or change an existing account, customers submit the necessary information through their department Telephone Coordinators.
All new service is subject to a one-time installation fee and a Line Activation charge. See Rates for details. Phone types (analog, digital sets--modular and multi-line) and service plans are detailed below.
Training for individuals or groups on the use of campus telephones and voicemail is available free of charge. Contact TNS training at 594-3314.
Voice Services Office
Lead: Sheryl Espero
Location: Business Administration and Mathematics, Room 129
Phone: 619-594-4154
Fax: 619-594-8316
Voice Mail Services
Location: Business Administration and Mathematics, Room 129
Hours: Monday thru Friday 8:00 a.m. - 4:30 p.m.
Phone: 619-594-3500
- Basic Features & Rates
- Billing
- Cell Phones
- Contacts
- Line Activation Fees
- One-Time Service Fees
- Telephone Equipment
- Telephone Equipment Rates
- 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.
NOTE: Refer to the telephone equipment type when checking on charges, reporting trouble, or completing telephone service requests.
Departmental TelephoneCharges
Departments are charged for:
1. Special features (Voice Mail, Automated Call Distribution, etc.)
2. Long distance telephone calls
3. Telephone instruments and lines exceeding Departmental Free-Allocation. (Departments are not charged for local and toll calls.)
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 upgraded from those specified in the allocation).
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 10-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.
Note: The analog desk telephone and analog wall telephone sets vary by manufacturer. For assistance, call 619-594-3500
View Telephone Equipment
Automated Call Distribution (ACD)
If your department uses a call center, consider using Automated Call Distribution (ACD). ACD directs calls to the most appropriate call handling group or the next available individual, thereby enhancing communications and customer service.
*Note: Each ACD line added to a telephone incurs a $16.00 per month line charge.
Conference Telephone Rental
Analog conference telephones are available for $10.00 charge per day. The rental telephone MUST be returned by 4:30 p.m. of each rental day. For assistance call 4-3500.
Installation Charges
In addition to the above charges, a one-time service fee also applies to all installations. Please see the current rates below.
Telephone Repair Policy and Reporting
To report trouble with your telephone or voice mail, call 4-3500. 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 outlets. 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 4-3500.
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 4-3500.
Authorized Long Distance Calling Cards
AT&T long distance calling cards are issued to individuals by their departments. San Diego State University cards require the written request of the individual’s Dean or Director. The area's Telephone Coordinator must request the calling card. These cards are for use by administrators who travel or who handle University business from off-campus. Long distance calls made using these cards are billed to a department/college account number.
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.
Telephone Service Consultation - The TC should complete the Telephone Service Request or call 4-3500.
Cell Phones
TNS does not offer cell telephone services. Faculty and staff who need cell phones for university business should contact their Telephone Coordinator's. Discount programs are available for San Diego State University faculty and staff for personal telephones only (i.e. not university-owned). These programs are available through AT&T (formerly Cingular Wireless), Verizon, Sprint and Nextel. AT&T and Verizon offer a 15% discount, while Sprint offers 14%, and Nextel offers 13% off the monthly service fee. To sign up for new discounted service, or request a discount for your existing personal cell phone service, go to your provider's Web site, or contact the account representative assigned to SDSU.
AT&T (15% discount)
http://www.att.com/wireless/sdsu (mention SDSU FAN 108964 if you go to a real store)
Jennifer Walsh
University Account Executive, Higher Education
AT&T Mobility
Direct: 858-646-1714
Wireless: 858-539-5571
E-mail: jw7347@att.com
Verizon (15% discount off monthly service, 25% off accessories, 20% off select data plans for PDAs and Blackberry)
http://www.verizonwireless.com/discount
Dave Kinder
Verizon Wireless
Government Accounts Representative
Direct: 760-310-0860
Customer Service: 866-861-5096 (mention Dave Kinder, E-code ECP25)
E-mail: dave.kinder@verizonwireless.com
Sprint/Nextel
(Sprint 14% discount and Nextel 13%)
http://www.EVPdiscount.com/SDSU
Julie Roth
Sprint/Nextel
Employee Value Program (EVP)
Account Executive
Direct: (888) 457-6294
E-mail: Julie.roth@mynationlink.com
T-Mobile, USA
(14.3% discount)
SDSU Program - Call 866-464-8662, option 3, promo code 4281TMOFAV to activate new service.
Monica Cantrell, Government Account Manager
T-Mobile, USA
Direct: 714-850-6633
Email: monica.cantrell@t-mobile.com
- To activate a new line of service with discounted rate: Call 800-375-1126 and use Promotion Code 4281TMOFAV
- To migrate an existing account to discounted rate: http://www.t-mobile.com/corpdiscount, download the form and insert code 2916234 as the Corporate Node.
If you have any questions, please call 4-3500.
Basic Telephone Features
- For telephone training please call 4-3314.
- 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 (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. |
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. |
Not needed for analog sets. Always send 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). |
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