Policies and Procedures

Following are the general policies and procedures for requesting service and changes or to report service or equipment problems. Note that many situations require access to a room that may be locked. If no one is present at the time of a scheduled appointment to provide access to a locked room, the department head will be informed of the delay and the appointment will be rescheduled. If you have any questions or require additional information, call the Office of Telecommunications: 718.951.5533.

To Report Telephone Problems

• Call the Helpdesk at 718.951.4357 and select Option 5.
• Provide your name, contact number, extension of the phone having the problem, and a clear definition of the problem to the agent.
• Schedule an appointment to access the room, if necessary.
• A trouble ticket will be created in order to track the progress of the repair.
• Alternatively, you can send us an e-mail and include the information requested above relating to the trouble. A trouble ticket will be assigned and you will be contacted by a service technician.

Note: Phone repairs have a two-day response time.

To Move, Add, or Change Equipment or Service

• Inform your department head and provide an explanation of the type of service required.
• Provide the name of the contact person in your department.
• Schedule an appointment to access the room, if necessary.
• Have the department head contact Telecom via e-mail or interoffice memo to Heneith Samuel, 433 Library.
• Be sure to include the details of the move, add, or change that you need accomplished, plus a contact number.
• A MAC ticket will be created to track the progress of the request.

Note: MAC orders have an eight-day response time.

To Install Special Services (ISDN, DSL, T-1, Private Telephone Lines)

• Inform your department head and provide an explanation of the type of service required.
• Provide the name of the contact person in your department.
• Schedule an appointment to access the room, if necessary.
• Have the department head contact Telecom via e-mail or interoffice memo to Heneith Samuel, 433 Library.

Note: Special services are subject to approval by the vice president of finance and administration.

To Obtain a Cell Phone

• Contact your department head and provide a detailed justification of the reason why you should be provided with a college-issued cell phone.
• Have the department head contact Telecom via e-mail. The e-mail should include the name of the individual requesting the cell phone and the justification.
• Telecommunications will contact the senior vice president for approval to issue the cell phone.

Note: Cell phones are to be used exclusively for conducting the business activities of your department and that of Brooklyn College.

To Change Class of Service to Phones

• Request approval for change of service class from your department head with an explanation and justification for the change.
• Have the department head contact Telecom via e-mail or interoffice memo to Heneith Samuel, 433 Library. Include the extension number and the details of the service change required along with a justification. Example of a service change is allowing long-distance dialing to an extension that was limited to local calling.

Note: Each department is responsible for its long-distance calls.

To Activate or Change Voice Mail

• Contact the Helpdesk at 718.951.4357 and select Option 5, or send an us e-mail and request activation of voice mail, or change of voice mail, to your extension. Provide your extension number.
• Your request will be programmed into the voice mail system and you will be contacted with instructions on activation.
• After you receive your new or changed voice mail port, you will be prompted to set up your greeting and name and to change your default password from 0000 to a password of your choice.