Service Order Activities

Description of Service Order Types

Routine Orders

Two basic categories of orders are classified as "routine": Quick Response and Fast Path. A majority of the quick response orders can be done on the spot with the customer on the phone, and do not require that the customer fill out an official order form. The fast path orders do require an order form from the customer, and are usually completed within 5-7 business days.

Family 1: Quick Response

Requests that fall under this category can generally be completed by CSRs. Billable orders must be submitted by an authorized signer to be completed within two business days or less.

Requests considered "Quick Response" would include:

• Software orders: these orders can usually be completed on the spot while the customer is on the phone with the CSR.
• Change features (voice mail {add, delete, reset password}, call forwarding, hunt group, CPU group, change telephone number etc.)
• Add/Delete long distance authorization codes
• Account Number changes
• Renting Polycom (rent or borrow speaker phones for a day)
• Move phones
• Debit/Credit billing (one time charges)
• Change Len/Card (Assignments & FRED)
• Change Network Class of Service (NCOS)
• Equipment Only Deliveries
• Suspend or restore orders (usually Housing)

Family 2: Fast Path

Field technicians or specialists can fulfill requests that fall under this category without going through project managers or engineering, thus improving turnaround time. A CSR and/or sometimes a Project Manager generally completes these orders.

Requests considered "Fast Path" include:

• Move a phone from one location to another
• Install new wire, jacks, or special circuits that require no electronics and no conduit (conduit already exits)
• Install single voice/data line or special circuit
• Active Ethernet circuit on demand for installed network
• Install/Modify Automatic or Uniform Call Distribution (ACD or UCD; when equipment is in place)
• Disconnect voice line
• Disconnect data circuit
• Demarc (wire & label only; if conduit exists)
• Bridge lines
• Multiple Appearance Directory Number (MADN)
• Temporary service (dependent on project size)

Family 3: Coordinated Requests

Fulfilling these more complex requests require the collaboration of many ITCom functions (often include Plant or external vendors) to successfully analyze customer needs, design, and implement a solution. Turnaround time is job dependent but requests usually are completed within four to six weeks. Examples of these types of orders include:

• 10 or more locations to be wired or activated
• 20 or more activations without jacks
• 15 or more activations or new jacks combined
• Install/reconfigure fiber transmission path (strands)
• Install/reconfigure fiber transmission path (cable)
• Providing voice and data lines for newly constructed and/or remodeled facilities
• Install new wire or jacks when electronics is needed
• Install/modify Automatic or Uniform Call Distribution (ACD or UCD; when equipment is not in place)
• Provide Local Area Network (LAN) audits, analysis and design (i.e., Spectrum)
• Install or modify Call Prompters
• Install external vendor's voice system
• Install video lines (transmit & receive)
• Install high-speed connections (ISDN, DSL, Cable modems, T1, etc)
• Install wireless voice and data
• Install elevator phones/emergency phones
• Demarc (wire & label only; if conduit does not exist)
• Order and coordinate the installation of AT&T 800 numbers
• Order and coordinate the installation of Ameritech/GTE lines
• Meet and discuss with customer the merits of a Service Agreements (SA)
• Temporary Service (dependent on project size)
• Order and coordinate the installation of off premises/Centrex lines
• All orders needing conduit
• All orders that require new riser panels

Infrastructure Projects

In addition to the three order families, there are unique infrastructure requests that occur on a periodic basis. These orders usually do not have to go through the standard service delivery process, and are required to maintain ITCS or the University's basic networking or physical plant infrastructure.

• Add/delete long distance authorization codes at the end of the semester
• Reconfigure voicemails at semester-end
• Upgrade software to infrastructure equipment
• Install switch extensions
• Change time of day on long distance carrier routings
• Perform feasibility studies on new technologies
• Implement new area code or split an exchange
• Provide access to network monitoring tools
• Respond to "requests for proposals"
• Write "Request for Proposals" on behalf of customers
• Cable Plant installation or upgrades
• Video System installation or upgrades