Telephone - Managerial Policy

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Telephone - Managerial Policy


Approval authority
Vice-Chancellor and President
Responsible officer
Deputy Vice-Chancellor (Academic)
Designated officer
Director, Information Technology
First approved
2 February 1999
Last amended
23 August 2005
Review date
1 December 2018
Related documents
Acceptable Use of Information Technology Resources - Governing Policy
Staff Code of Conduct - Governing Policy
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The primary purpose of the University's telecommunications infrastructure is to provide communication and information services to all authorised clients to support the teaching, research and administrative functions of the University.

This policy covers the acquisition, management and use of telephone services provided through the University's PABX, facsimile machines, mobile phones and other telecommunications equipment. This equipment may be directly connected to the University's PABX switching equipment or connected to a University approved telephone carrier service.

This policy does not cover data communication, although it is acknowledged that voice and data service technologies are converging. The University will utilise appropriate technology to optimise services; to meet legal and contractual obligations; and to minimise costs. All areas of the University use several common telephone services including telephone lines and long distance services. Services may be charged to specific cost centres to ensure financial responsibility.


1. Responsibilities

1.1 The Deputy Vice-Chancellor is responsible for decisions concerning charging back to cost centres.

1.2 Information Technology Services is responsible for the management and technical support of the telephone network, using internal staff, maintenance agreements, external contractors and suppliers.

1.3 Information Services is responsible for the operation of the switchboard through the Registry Office.

1.4 Cost centres are responsible for staff use of telephone services and ongoing review of communication costs.

2. Definitions

A Private Automated Branch eXchange (PABX) is a telephone switching centre that is owned by a private business, as opposed to one owned by a common carrier or by a telephone company.

A switchboard is the device used to manually connect telephone callers to the appropriate area or individual to receive the call, most often from an outside connection. The user of the switchboard is typically known as an operator.

Reverse Charge means a call made to the University's telephone system from a telephone outside of this system where the caller requests the switchboard operator to accept the charges payable in respect of the call (save any personal charge in the case of a call made from a coin/card exchange line) that are to be payable by the University's cost centre in respect of the called telephone.

3. PABX services

3.1 The University maintains PABX services to provide internal telephone services to clients within the University and to make efficient use of lines that tie the PABX system to external telephone carrier services. The PABX system is appropriately configured to provide the required capacity for voice and facsimile services.

3.2 The University may authorise the installation of separate lines upon request of the cost centre. The costs, including any equipment, ongoing and maintenance charges may be the responsibility of the cost centre.

4. Access

4.1 University staff may be provided with access to a standard telephone for conducting University business. All such telephones have unlimited capacity to call internal extensions and local district telephone numbers, including 24-hour emergency numbers. Each telephone has access to a standard set of telephone services such as voice mail, speed dial, switchboard operator assisted national and international calls, and other services that may be extended from time to time (eg call waiting, faxstream, access to mobile phone numbers).

4.2 The cost of the provision and maintenance of these standard facilities and the associated PABX equipment may be borne by the University's central telephone account.

4.3 University staff whose University employment requires regular access to direct dialling (ie not via the switchboard operator) to STD, or international services have access authorised by the Cost Centre Manager.

4.4 Other staff may have access to these services for University business via the switchboard or other options (eg speed dial). Long distance charges for calls placed by the switchboard may be charged back to the relevant cost centre.

4.5 Answering machines are not permitted except in exceptional circumstances. Voice mail is available to ensure that unanswered phones receive a message service or are redirected.

5. Personal use of telephones

5.1 University telephones (including mobile), except public phones, are provided for University business.

5.2 Except for emergencies, reverse-charge personal calls are not accepted on University telephones. The receiver may be responsible for reimbursement of the cost of such calls to the University.

6. Reverse charge calls

6.1 The University Switchboard Operators may refuse to accept reverse charge calls to the University if they are unable to identify the intended destination of a call; and if they are unable to determine whether a call is of a personal or business nature.

6.2 A cost centre requiring callers to have toll-free calls to the University are required to use an authorised service provided by the University's carrier. The service must be authorised by the Cost Centre Manager.

6.3 Incoming callers are not permitted to use toll-free services to contact University extensions other than the authorised service extension numbers. Callers are advised that they cannot be connected to other extensions through the toll-free service and that they must direct dial.

7. Facsimile access

7.1 University staff may have reasonable access to facsimile facilities for the purpose of conducting University business. These facilities are provided in all buildings.

7.2 All facsimile machines may have the ability to dial national numbers. Only those facilities in secure locations may have international access.

7.3 The University will maintain a central facsimile facility in the Registry Office as the official University facsimile number for the receipt of in-coming transmissions.

8. Telephone redirection

8.1 Telephone extensions will not be re-directed to an external private telephone number or private mobile telephone unless authorised by the Cost Centre Manager.

9. Services for commercial and non-University organisations

9.1 Telephone services may be provided by the University to commercial or other non-University organisations (eg Student Union, Co-Op Bookshop, Innovation Centre, etc), located at the University, upon request. The organisation is responsible for all installation costs and any recurrent costs of providing the service (line rental, maintenance etc) and the cost of all calls, unless otherwise approved by the Deputy Vice-Chancellor.

9.2 Call charges will be based on reports provided by the University's Telephone Information Management System (TIMS) and will be invoiced by Financial Services.

10. Public phones

10.1 The University is responsible for organising the provision of public pay phones on campus.

10.2 The University is responsible for organising the provision of internal telephones for use by students on campus.

11. Emergency phones

11.1 The University is responsible for providing an appropriate number of emergency phones at appropriate locations on campus. The University will respond to calls made to this number at all times, will maximise availability of the number, and will ensure that the line is not used for outgoing non-emergency calls.

12. Purchase and installation of equipment

12.1 The purchase of all telecommunications equipment and services including telephone handsets, facsimile machines, answering machines, modems, mobile telephones, etc. is approved, in advance, by Information Technology Services, as suitable for use on the University's telephone system. The connection of any such equipment to the University's telephone network is authorised by Information Technology Services.

12.2 The cost of any equipment installation, maintenance and call charges additional to standard facilities may be the responsibility of the cost centre.

12.3 Telephone and facsimile requirements are included in the plans for new buildings or alterations. The cost of installing new telephones or additional telephones, and any PABX expansion resulting from any additional telephone lines are planned for and financed as part of the construction project.

13. Internal telephone directory

13.1 All University extension numbers and University mobile telephones are published in the internal telephone directory except where the Cost Centre Manager authorises non-disclosure. The directory is produced and maintained by Information Services.

14. Conditions of use

14.1 The University may withdraw access from any client who misuses the services assigned to them.


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