...

Table of Contents

...

Network and Voice Support web description

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

Networking 

other services??

• 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

Device Management

• Switch Management
• Routers
• Wireless
• VLANS / Subnets
• DHCP / Static IP configuration
• VPN Access

...

• 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

Maintenance 

• 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

...

• Allow active, unused ports in public areas

Planning & Budgeting for Network Hardware

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

...

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

Infrastructure

Adding New Cables or Switch Ports 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.

...

• 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

• 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 

...