Each department has an assigned Telecom Coordinator (TC) who handles the administration and requesting of telecom services for all members of their department. A TC works with their department end users and ITS to ensure that all requests/projects are completed.

TCs have signature authority and are in charge of the following items:

Managing Services

• Keep track of numbers assigned to the department
• Ensure numbers are in use and assigned appropriately
• Make sure members of the department have listed their location accurately for emergency services

 Requesting a New Service

• Add a phone line, fax line, or business line
• Request a mobile device
• Request cable TV access
• Request an analog line
• Request a business line

Making a Change to an Existing Service

• Move a phone
• Change phone line to another user
• Change a mobile device to another user
• Changes to an org code tied to a service
• Request to disconnect a phone line
• Request to return a mobile device
• Request to disconnect Cable TV access

Reporting an Incident

Telecom Coordinators use Pinnacle to report incidents for members of their department for the following:

• No dial tone on a desk phone or softphone
• Issues with a desk phone
• Any disruption to service for one or more members of the department

Users can submit their own TDX for:

• Questions about the features and functions of the desk phone or softphone application
• Issues with the softphone application

 Managing Billing

• Review monthly bills
• Submit Pinnacle tickets for billing changes
• Notify ITS Finance of any billing discrepancies

Using Pinnacle

Pinnacle is the system through which the university manages service and incident requests and billing for the university telecom services.

Telecom Coordinators MS Teams Workspace

Active Telecom Coordinators are added to an MS Teams workspace where TCs can ask general questions, collaborate with peers, receive information from Enterprise Collaboration Telecom Administrators, and access additional resources. If you need to be added to the team workspace, email [email protected]

Changes to Telecom Coordinator Assignment

It is required to report any changes to Telecom Coordinator assignments to Enterprise Collaboration (EC). If a Telecom Coordinator leaves their position or the duty is being reassigned, complete the Telecom Coordinator Request Form. Once completed online, a copy of the form will be emailed. Please print and obtain the physical signature and date at the bottom of the form. Forms will not be processed without a physical signature. The form can be submitted to the EC Telecom Administrators via email at [email protected]