Current web description:  Network and Voice Support

LAITS staff assist units with the management of building wired and wireless networks. Our team supports departments with moves/adds/changes, troubleshooting, managing cabling and hardware work orders, and network lifecycle and budgeting. We assist units with provisioning and troubleshooting phones, updating caller ID, provisioning and resetting voicemail.

Table of Contents

Network Support

• LAITS is generally the first responder to network outages for customers that we support.
• A Network Outage response is expected for routers and switches, or for wide-scale WAP outages.
• LAITS Staff do not respond to individual WAP outages: those should be escalated to ITS-Networking by a ServiceNow Incident

Network Device Management

• Activate and deactivate network ports (ACOs) upon request

• Troubleshoot Ethernet ports

• Troubleshoot VoIP phones

• Troubleshoot fax lines

• Troubleshoot IP Clocks

• troubleshoot printer connections

• Provide Static IP and DNS hostnames for printers

• Change the VLAN or subnet of a port/ACO upon request

• Configure DNS hostnames upon request

• By default, staff will add new ports to a standard subnet, unless other instructions are given otherwise

  • DHCP is standard

  • Static IP addresses may be requested

• Configure small firewall devices, if needed

  • must be purchased by the customer

LAITS Staff do not:

• Monitor or Restrict network activity; the UT ISO scans for security threats
• Provide unauthorized access to network equipment/closets to unauthorized parties
• Run cables under doorways or through ceiling tiles
• Permanently 'daisy chain' network devices
  • i.e. connecting a computer to the port in the back of a phone, rather than to a dedicated port

Network Maintenance & Cleaning

• Staff regularly disconnect network ports that have not had activity for over 90 days
• Maintain switch port records with ITS, including cable locations and wall port names
• Upgrade network equipment software after updates are released from ITS
• Send outage notifications to specified departmental contacts

LAITS Staff do not:

• Allow active, unused ports in public areas

Network Planning & Budgeting

• Identify network hardware eligible for replacement
• Send budget estimates upon request

LAITS Staff do not:

• Pay for hardware
• Support hardware past the vendor's end-of-life; this is enforced by ITS-Networking and Telecommunication

Adding New Cables or Switch Ports 

This refers to the process of putting a network port where one does not currently exist. ITS standards and costs related to pulling cables, are the responsibility of the requesting unit.

• Staff will Coordinate work orders for new cables on behalf of customers (Fee involved)
  
  • Log Work Order (WO) numbers in the ServiceNow Ticket
  • Implement temporary workarounds if a cable is needed immediately
    
    • install temporary network hubs
    • create temporary 'daisy chains'
    • create temporary cables runs in non-ideal locations (over/under doors, etc.)

LAITS Staff do not:

• Pull cables - this must be done by ITS or contractors
• Provide free cables or equipment
  • if a workaround is used, LAITS supplies the temporary equipment/cables

Staff Onboarding Service

1. Key and BACS Access Requests

2. Deploy a new phone or line

3. Update Caller ID

4. Reset voicemail PIN

5. Printer set up

6. Request an Ethernet cable

Phone Configuration & Troubleshooting

• Reset voicemail PIN
• Clear voicemail boxes
• Answer basic questions and provide minimal training about phones & voicemail
• Maintain an inventory of spare customer phone equipment 
• Provision phones for new faculty or staff
  • Customer inventory will be used, LAITS does not give provide free phones 
• Coordinate with ITS to purchase or configure (3-5 day lead time)
  • Caller ID
  • new phone numbers
  • basic phones (1 line)
  • business phones (up to 5 lines)
  • Establish shared or Individual conference bridges
  • fax lines (may take 2-3 weeks)
  • International dialing 

LAITS Staff do not:

• Have phones for immediate purchase
  • LAITS will store customer devices and use them to provision phones to new faculty or staff
• Support Shared Meet-Me Conference instructions and control