Telephone Service

Service Description


The University's phone system is a Voice over Internet Protocol (commonly known as VoIP) phone system that is jointly provided by ITS Communication Technologies (or Comm Tech) and a "cloud" service provider (or phone company). By "cloud" it is meant that the University's phone system is not located on-site at UNC. Rather, all of the hardware and software pertaining to the phone system resides with the phone company. ITS Comm Tech staff serve as the phone system administrators.

VoIP phone lines operate over the UNC data network (the same network that provides your connection to your computer).

SERVICE REQUESTS: http://telreq.unc.edu/telreq/

REPAIR: Online Help Request or call 919.962.HELP(4357).

Basic Service:

  • Phone Number
  • Desk Phone
  • Personal Voicemail Box
  • Free Domestic Long Distance
  • Phone Maintenance

Optional Services:

  • Voicemail Automated Attendant
  • Voicemail Non-standard Mailbox
  • Unified Messaging (or Voicemail to Email)
  • Desk Phone Expansion Module
  • Polycom Conference Phone
    • SoundStation IP5000
    • SoundStation IP6000
  • VoIP to Analog Adaptor (for devices that require an analog phone line)
  • Secondary Phone Line (also known as “Pseudo” or “Phantom” line)
  • Hunt Group
  • Plantronics Headsets for VoIP Phones
  • Virtual Fax
  • Inbound Toll-Free Phone Number (not the same as toll-free audio conferencing)

SERVICE REQUESTS for moves, adds, changes or disconnection of service are required to be submitted as an online Service Requisition at http://telreq.unc.edu/telreq/.

Customers must provide a valid UNC chartfieldstring account in order to submit the service request, as one-time and recurring charges could apply. If you have trouble submitting the request, it is likely due to the fact that you do not have permissions, or purchasing authority, within ConnectCarolina against the chartfieldstring account you are attempting to use. This issue will need to be resolved with your department business officer.

Users/Customers

Faculty and staff

Service Provisioning

http://telreq.unc.edu/telreq/

SERVICE REQUESTS for moves, adds, changes or disconnection of service are required to be submitted as an online Service Requisition at: http://telreq.unc.edu/telreq/.

Customers must provide a valid UNC chartfieldstring account in order to submit the service request, as one-time and recurring charges could apply. If you have trouble submitting the request, it is likely due to the fact that you do not have permissions, or purchasing authority, within ConnectCarolina against the chartfieldstring account you are attempting to use. This issue will need to be resolved with your department’s business officer.

All requests should include a detailed description of the service or services being requested.

  • University Faculty and Staff requesting a new University phone line will receive a phone number, a desk phone, a personal voicemail box and free domestic long distance at the standard phone line rate of $14.50/month.
  • New service requests are assigned the Mitel 6867i model desk phone. While your phone may have an Aastra label, Mitel bought out Aastra several years ago so what was Aastra is now Mitel.
  • Other installed desk phone models include the Mitel 67XX series phones - 6731i, 6755i, 6757i. (Note that we are no longer installing the 67XXi model phones.)
  • Polycom conference room phones are available for an additional monthly cost.
    • Polycom SoundStation IP5000 – recommended for small conference rooms.
    • Polycom SoundStation IP6000 - recommended for larger conference rooms, as these have improved audio as well as 2 additional speakers that can be extended across the conference room table.
  • VoIP phones are leased, so all phones must be returned to ITS Communication Technologies when VoIP service is disconnected. Charges could apply for lost phones.

REPAIR: Online Help Request or call 919.962.HELP(4357)

  • Select “Help Request”.
  • Login.
  • Select “New Request”.
  • Select “Telephone Services”.
  • Type of Help Needed:
    • Phone Repair.
  • Provide a description of the problem.
  • Indicate if you would like to receive emails with each ticket update.
  • Attached files, if any.
  • Submit the ticket.

Customer Owned - or Purchased - Equipment (CPE):

  • CPE that is certified on the service provider’s network is supported, however, if a trouble ticket is received and the problem is isolated to be the CPE, ITS Communication Technologies will not repair the equipment and standard labor charges will apply at the rate of $70.00 per hour, or fraction thereof, for the isolation of the trouble.
  • CPE that is not certified on the service provider’s network is not supported.

Certified Desk Phones:

  • Mitel 67Xxi phones
  • Mitel 6867i phones

Certified Conference Phones:

  • SoundStation IP 5000, 6000, 7000 phones

Certified Analog Terminal Adaptor (ATA):

  • Mediatrix 4102, 4116, 4124, C710
Supported Environment/Services

A Remedy ticket to ITS Networking via <a href="//help.unc.edu/olhr" target="Online Help Request is required to ensure that a data port is configured properly to support VoIP.

In some instances where data ports are sparse, computers and VoIP phones may need to share the same data port. This will require the computer to be connected to the VoIP phone, which is in turn connected to the data port. This is often referred to as "daisy-chaining" the phone and the computer. In this instance, phone cables must be connected properly. It is highly recommended that a service request is submitted when daisy-chaining is required.

  • The Mitel 6867i model phone requires the PC port to be enabled by ITS Comm Tech Voice Services staff.
  • When the phone is rebooted, the computer will lose network connectivity until the phone completes its reboot.
Please view the Communication Technology Voice Services Rates tabel for a complete listing of rates.

UNC Telephone Line Rate:
  • $14.50 per month per phone
  • $140.00 installation per phone
    • This cost includes the UNC Labor Rate.
UNC Labor Rate:
  • $70.00 per hour
Mitel VoIP Desk Phone:
  • This cost is included in the UNC Telephone Line Rate.
  • VoIP desk phones are leased and not owned.
Polycom Conference Room Phones:
  • SoundStation IP5000: $14.91 per month
  • SoundStation IP6000: $29.95 per month
    • This cost includes the 2 extended microphones.
  • Polycom conference room phones are leased and not owned.
Mitel Desk Phone Expansion Module:
  • $4.66 per month per Mitel 6867i phone
  • $4.25 per month per Mitel 67Xxi phone
    • The Mitel 67XXi phones and add-on modules are no longer being installed with a new service request.
Voicemail Automated Attendant:
  • A quote is provided with a service request. The monthly costs are dependent on the design.
  • The UNC Labor Rate applies for design and implementation.
Voicemail Non-Standard Mailbox:
  • $5.00 per month
Unified Messaging (or Voicemail to Email)
  • $25.00 setup fee (One-time Charge)
Secondary Phone Line:
  • $14.50 per month per phone line
  • $70.00 per phone configuration for the additional phone line
Hunt Group:
  • $14.50 per month
VoIP to Analog Adaptor (for devices that require an analog phone line):
  • This cost is included in the UNC Telephone Line Rate.
Plantronics Headsets:
  • Purchase quote provided with a service request as models and costs can change.
  • Headset options:
    • Bluetooth
    • Wired with ear muff for both ears (binaural)
    • Wired with ear muff for one ear (monaural)
Virtual Fax
  • $14.50 per month per fax line
  • $150.00 installation and setup per fax line
Inbound Toll-Free Monthly Charge and Usage:
  • $35.10 per month per toll-free number
  • Intrastate: $0.03/minute
  • Interstate: $0.02/minute