Furman University

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This service manages and maintains all infrastructure telephony assets such as desk phones, PBX, IP telephones, fax access, and long distance plans.

Network Infrastructure

• Plan, install, configure and test telephone hardware, applications and systems software configurations to meet desired calling functions and features.
• Provide adequate voice quality and dial tone availability.
• Process fulfillment requests for installation, moves, adds and changes to telephony equipment.
• Configure telephony equipment for network access and perform testing to ensure equipment is operational and fit for purpose.
• Identify physical facility requirements needed to operate telephony components (i.e. floor space, equipment clearance, electrical, cooling, cabling, weight load).
• Decommission telephony hardware, applications and related systems software upon request.
• Provide telephony requirements to support procurement activities.
• Obtain and manage telephone numbers to meet business needs.
• Maintain telephony assets in compliance with supporting 3^rd party vendor and lease requirements.
• Maintain information about installed telephony hardware, application, software and networking configuration items and ensure accuracy and availability to others.
• Label telephony equipment with asset tags and track locations, serial numbers and owners.
• Provide consulting services and support for release package testing, installation, deployment and operation.
• Provide troubleshooting and technical support services for telephony hardware, software and networking components.
• Implement capacity planning and tuning actions for telephony assets.
• Coordinate and schedule telephony repair services with 3^rd party vendors and validate that expected repairs achieve expected benefits.
• Maintain telephony Known Error and bug lists.
• Provide consulting and support services to identify telephony operations, monitoring and reporting requirements.
• Manage and maintain definitive hardware stores for telephony spare parts and equipment.

Ken Roper

The campus telephone system is available 24 X 7 X 365 except during planned maintenance and upgrades.

• Support is provided 8:30 am - 5:00 pm M - F except for campus holidays and shutdowns
• Trouble calls to Help Desk 864-294-3277 or email help.desk@furman.edu
• Emergency support outside normal work hours is routed through Public Safety at 864-294-2111

• Approved Work Requests
• Escalated Incidents or Problems from the Help Desk

Departments are billed monthly for telephone service use.

• Satisfied Work Requests
• Consulting and support

• Power and operating environment for telephone equipment
• Network functioning for IP phones
• Local and long distance connectivity provided by contracted 3rd party access providers.

• 99.999% availability outside scheduled outage
• 95% of service calls responded within 8 business hours