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.

Other services?

Servers - We manage Windows and Linux customer servers, including regular OS and application patching, system and service monitoring, account and access control, and system security and hardening.

Network outages response - LAITS is generally the first responder to network outages for customers that we support.

• 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 can assist with:

• 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 all devices upon request

• 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

  • 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

  • 'daisy chain' on any 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 180 days

• Maintain wall port records with ITS, including cable locations and wall port names

• Upgrade network equipment software after updates are released from ITS (does LAITS want to be on the hook for this?)

• Send outage notifications to specified departmental contacts

LAITS Staff do not:

• Allow active, unused ports in public areas

Network Hardware

• Staff liaison with ITS-Networking and Telecommunication planning and budgeting to estimate the cost of network hardware replacement.

• Identify network hardware eligible for replacement

• Send budget estimates upon request

LAITS does not:

• Pay for hardware

• each department is responsible for keeping hardware up to date

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

Infrastructure

• Adding new cables or wall ports refers to the process of putting a network port where one does not currently exist.

• Meeting ITS standards and costs related to pulling cables, are the responsibility of the requesting unit.

•  ITS Cable Cost Estimator:

• Staff will Coordinate work orders for new cables on behalf of customers (ITS fee involved)

  • Log Work Order (WO) numbers in the ServiceNow Ticket

  • Implement temporary workarounds if a cable is needed immediately

  • install temporary network hubs

LAITS Staff do not:

• Pull cables - this must be done by ITS or contractors

• Provide a limited suppy of cables if needed 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

We assist units with provisioning and troubleshooting phones, updating caller ID, provisioning and resetting voicemail.

• 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 new phones

   (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
  • Provide free phones for research labs
• Support Shared Meet-Me Conference instructions and control