Fixed Telephony
What is the service?
ICT provides and supports the University's fixed desk-based telephony service. The fixed telephony group install new phones and relocate and modify existing phone connections.
What is included?
This service includes:
- New handsets and extensions and relocation of existing phone extensions
- Voicemail setup and password resets
- Voice-point (phone) conferencing
- Message broadcasting – messages can be distributed to a pre-determined list and retrieved via voicemail
- Call pick up – allows staff to retrieve calls from colleagues’ phones when unattended
- Hunt groups – incoming calls can be routed through a number of pre-listed extensions when unanswered
- Change of dialling access – to allow long distance calls
- Auto attendant programming – menu options for handling a high volume of calls
- Carrier services e.g. 1300 numbers
- Fault resolution
What should I expect?
| Key Metrics | Target |
|---|---|
| New handset | 95% of new handset requests will be completed within 5 days |
| New Extensions: 1 to 5 Extensions ("Minor" work) 6+ Extensions ("Project" work) |
95% of requests for 1 - 5 extensions will be completed within 5 days 95% of requests for 6 or more extensions will be completed within 10 days |
| Relocations: 1 to 5 Extensions ("Minor" work) 6+ Extensions ("Project" work) |
95% of requests for 1 - 5 extension relocations will be completed within 5 days 95% of requests for 6 or more extensions relocations will be completed within 10 days |
| Voicemail setup | 95% of new voicemail requests will be completed within 2 days |
| Voicemail password reset | 95% of voicemail password reset requests will be completed within 4 hours |
| Voice-point conferencing | 95% of voice-point conferencing requests will be completed within in 3 days |
| Message broadcasting | 95% of message broadcasting requests will be completed within 5 days |
| Call pickup programming | 95% of call pickup programming requests will be completed within 2 days |
| Hunt group programming | 95% of hunt group programming requests will be completed within 5 days |
| Change of dialling access | 95% of change of dialling access requests will be completed within 2 days |
| Carrier service setup | 95% of change of carrier service setup requests will be completed within 4 days |
| Auto attendant programming | 95% of auto attendant programming requests will be completed within 10 days |
| Fault resolution | 95% of faults will be resolved within 12 hours |
Specialist support hours are from 8:00am to 6:00pm Monday – Friday (closed on public holidays)
How do I request the service?
Please submit your request via phone request
Alternatively, contact the ICT Helpdesk on +61(2) 9351 6000 or send an email to
Where do I go for more information?
The Ask Sydney - ICT site provides further information and links in relation to Fixed Telephony and Voice.
Alternatively, contact the ICT Helpdesk on +61(2) 9351 6000 for general queries