Phones
ICT provides phone-related services for all University staff.
This includes the following services:
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Get a new landline phone/extension
This service includes:
- A new landline phone and a new extension OR
- A new phone OR
- A new extension
This includes Ericsson analog and digital extensions, and Cisco VoIP extensions
Visit the Ask Sydney - ICT website for a list of available phones.
What should I expect?
Key metrics Target We aim to complete a request for 1-5 extensions: within 5 working days. We aim to complete a request for 6 or more extensions: within 10 working days How do I request this service?
To order a new phone OR a new phone with a new extension, visit the Ask Sydney-ICT website for a list of available phones and submit a service request through the Self Service Portal. Select ICT Services > Phones > Get a new landline phone and extension.
To request a new extension for an existing landline phone, submit a request through the Self Service Portal. Select ICT Services > Phones > General Request.
You can also request this service by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
How do I get more information?
You can obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
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Relocate, disconnect or change details of an existing landline phone extension
This service includes the following:
- Relocation of your extension, if you move desks or buildings
- Deletion of an extension, if you leave or no longer need an extension
- Reassignment of an extension and your voicemail inbox
- Changes to access permissions or access to features such as the ability to make international calls
This includes Ericsson analog and digital extensions and Cisco VoIP extensions.
What should I expect?
Key metrics Target We aim to complete a request for 1-5 extensions: within 5 working days We aim to complete a request for 6 or more extensions: within 10 working days Disclaimer: Onsite visits for Audit are conducted within 5 days and are subject to customer's availability. How do I request this service?
To relocate or reassign an extension, submit a service request through the Self Service Portal. Select ICT Services > Phones > Relocate your phone number.
To disconnect your landline phone, submit a service request through the Self Service Portal. Select ICT Services > Phones > Disconnect landline phone.
To change access permissions or access to phone features, submit a service request through the Self Service Portal. Select ICT Services > Phones > General Request.
You can also request these services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
How do I get more information?
You can obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
- Faulty handset software and hardware
- Faulty extensions
- Faulty cords
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Reset your landline voicemail PIN
This service allows you to reset your voicemail PIN for any phone on the University Network.
What should I expect?
Key metrics Target We aim to complete this request: within 1 working day How do I request this service?
You can request this service through the Self Service Portal. Select ICT Services > Phones > Landline phone service request.
How do I get more information?
You can obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
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Get a new mobile phone
This service includes the provision of new mobile handsets and either a new University mobile number or the transfer of existing University mobile numbers. This service also provides mobile phone account management, as well as technical support and assistance.
This service includes:
- Advice on available handsets to meet users' needs
- Provision of a new mobile handset
- Transfer of existing University mobile number to a new SIM card
- Connection of a new University mobile number, including voice and data
- Facilitation of delivery of goods and services purchased
- Arrangement of mobile phone and SIM activation
- Post-delivery technical support and assistance
What should I expect?
Key metrics Target You will receive a response: within 2 working days We aim to complete this request: within 7 working days Disclaimer: A mobile handset cannot be ordered until appropriate approval is received by your head of department.
Delivery time is dependent upon availability of goods by vendor and location of delivery address by courier.How do I request this service?
You can request this service online. Visit the Ask Sydney - ICT website for a list of available mobile phones.
How do I get more information?
For more information about this service, please visit Ask Sydney - ICT/Mobile phones.
For preferred models of handset, check the 'How do I order a new mobile phone?' answer at Ask Sydney - ICT.
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Get a replacement handset/SIM card
This service includes provision of a replacement handset/SIM card for an existing University mobile number, for lost handsets/SIM cards and for mobile handset upgrades requiring an updated SIM card type.
ICT will arrange for the suspension of the lost service and device, and replacement of the handset and SIM card. This service also includes the transfer of the service to the new SIM card and handset activation.
This service includes:
- Suspension of mobile service
- Blocking of lost or stolen handset IMEI
- Provision of replacement SIM card
- Advice on required SIM card to suit handset type
- Provision of replacement handset
- Facilitation of delivery goods and services purchased
- Arrangement of replacement SIM and handset activation
- Post-delivery technical support and assistance
- Management of assets and services
What should I expect?
Key metrics Target You will receive a response: within 1 working day We aim to complete this request: within 7 working days How do I request this service?
To request this service please log a service request through the ICT Self Service portal. Select ICT Services > Phones > General Request.
You can also request this service by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
How do I get more information?
For more information about this service, please see the 'What if my iPhone is lost or stolen or needs replacing?'answer on Ask Sydney.
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Get a new mobile number or transfer an existing number
This service includes the provision of a new University phone number to be used with existing mobile phones and the transfer of mobile accounts to the University of Sydney Mobile Account, and/or the transfer of the University Mobile account onto the user's personal account.
The service encompasses Optus and other network carriers such as Telstra or Vodafone.
The service includes:
- Advice on available mobile services, including voice and data
- Provision of a new mobile number
- Facilitation of delivery of goods and services purchased
- Arrangement of SIM activation
- Post-delivery technical support and assistance
What should I expect?
Key metrics Target You will receive a response: within 1 working day We aim to complete this request: within 7 working days How do I request this service?
You can submit a request though the Self Service Portal. Select ICT Services > Phones > General Request.
How do I get more information?
For more information about this service, please visit Ask Sydney- ICT/Mobile phones.
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Request technical assistance/repairs for your mobile phone
We will provide technical support and assistance for mobile and smart phones, including troubleshooting and diagnosing hardware and software problems for ICT supported handsets. We can also arrange repairs for mobile phones covered under a warranty period.
Handsets that have been purchased through ICT Mobile Procurement, such as the iPhone, BlackBerry, Samsung Galaxy and Nokia C5 will be supported.
What should I expect?
Key metrics Target You will receive a response: within within 2 working days We aim to complete this request: within 5-6 weeks Disclaimer: time of resolution is dependent on external vendors who undertake the repairs. Depending on the complexity of the problem, the time required to resolve it may vary significantly. How do I request this service?
To request this service please log a service request through the ICT Self Service portal. Select ICT Services > Phones > General Request.
You can also request this service by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
How do I get more information?
For more information, please contact your relevant IT Manager.
Report a fault with your landline phone
This service includes:
This includes Ericsson analog and digital extensions and Cisco VoIP extensions.
What should I expect?
| Key metrics | Target |
|---|---|
| We aim to complete this request: | within 12 hours |
| Disclaimer: | Onsite visits for Audit are conducted within 5 days and are subject to customers' availability. |
How do I request this service?
To request this service, submit a service request through the Self Service Portal. Select ICT Services > Phones > Landline phone service request.
You can also request this service by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).
How do I get more information?
You can obtain further information about ICT Services by contacting the ICT Helpdesk on +61(2) 9351 6000 (x16000).