Telecom Consortium Customer Information Consortium Services ............................................... Page 2 Consortium Rates ................................................... Page 3 Customer Responsibilities ........................................ Page 5 Placing orders for service ....................................... Page 6 Reporting Problems, Requesting Repairs and Troubleshooting ............................................ Page 7 Billing ...................................................................... Page 8 Employee and Department Directories and Local Telephone Books ................................. Page 9 1 | Page Consortium Services The Consortium offers a number of services to our members. The list below will describe many of our services. If there’s something you need that you don’t see here, please give us a call – 328-7788. The services listed with an asterisk involve ongoing and/or one-time charges. Please refer to the Consortium Rates section on Page 3 for price information, and to the Placing orders for service section on Page 6 for information on ordering these services. The following services are available on our telephone systems. Basic Telephone Service* – Available features include call forwarding on busy and no-answer, programmable call forwarding, toll restriction, and more. Voice Mail* – Includes basic call answering features. Voice mail boxes can be enabled to receive fax messages. Our new phones have a visual indicator for voice mail. Analog phones on Centrex lines that have a CLASS feature message waiting light can provide visual message waiting indication. We are unable to provide a visual message waiting indication for some systems, but can provide a stuttered dial tone message waiting indication. Long Distance* - We provide long distance services to Consortium members. Conference Calling – Conference calling for up to 6 participants is available at no charge. Telecom will provide you with a phone number and access code for your call. Conference participants calling from outside the Rochester local calling area will be billed long distance charges by their service provider. EVM (Enhanced Voice Mail) – This feature allows you to receive copies of voice mail messages in your email as file attachments. If your voice mail is enabled to receive faxes, EVM can forward these to your email as image files. The EVM feature can also send a notification message to pagers, cell phones, or any device with an email address. Call Processing Applications* - These can save staff time by helping direct callers to the person who can help them and by allowing callers to access recordings of commonly requested information. Programming of Telephones, Voice Mail and Voice Applications –Key programming, call routing, and other functions on our telephones are set through system programming. Pagers* - Telecom has alphanumeric pagers that are able to receive short text messages and numeric pagers that accept telephone numbers or numeric messages. Cell Phones* - Telecom has a contract with Verizon for basic cellular service. Departments arrange their own service with our Verizon representative. LLE Language Line* - This service allows you to set up a conference call with an interpreter when you receive or place a phone call with a speaker of another language. A code can be provided for your department to access this service. EC500 (Extension to Cellular) –With this feature, calls to your office phone can ring simultaneously on your cell phone. This feature can also be used with a home office land-line. You can turn the feature on and off by pressing a key on your office phone or by dialing a number from your cell phone. Calls that are not answered on your cell phone are pulled back into your office voice mail. One Touch Recording – This feature allows you to press a key on your phone and record your conversation to your voice mail box. Paired with EVM, this feature allows you to store recorded calls on your PC. Personal Fax Number* - A separate phone number can be assigned to receive fax calls for you. Calls to this number will forward directly to your fax-enabled voice mail box and can be printed at any fax number you choose. Paired with EVM, this feature will deliver the fax to your email inbox as a file attachment. Call Center Applications* – For areas with a lot of telephone traffic and a number of people responsible for answering calls, a hunt group can be programmed that will distribute calls among available staff. This feature can put callers on hold to wait until someone is available to take the call, or give them the choice to wait or to leave a message. This may involve additional charges if new extension numbers are needed. Caller Application Reports – Our system can generate reports of call traffic for caller applications. There is a daily report that shows usage by hour and a weekly report that shows usage by day. The system does not keep historical information. The reports only show information for the most recent period. 2 | Page Consortium Rates If you are removing a telephone and will no longer be using that extension number, you must contact Telecom to have the extension disconnected and removed from your bill. Telecom will not issue retroactive adjustments or credits for lines or extensions that have not been in use. Telephone Service – Avaya System IP, digital, or analog telephone and extension number .................................................. $14.00/mo The following types of extensions are also charged at this rate Fax machines or other analog devices connected directly to the telephone system Extensions used for access to overhead paging Extension number without equipment ............................................................................... $7.00/mo The following types of extensions are charged at this rate Additional extension numbers on shared telephones Lead department numbers that appear on several telephones Extensions used for voice mail only Extension numbers routed to announcements Lead numbers for call processing applications Additional extension numbers needed for call processing reports or call processing sub-menus Extensions used to route calls to outside numbers (except those pointed to Centrex fax lines) Telecommuter extensions (County staff only) Voice Mail (requires an extension number – see above for cost) .................................................. No Charge EVM (Enhanced Voice Mail) .............................................................................................................................................. No Charge One-touch call recording ........................................................................................................................... No Charge Programming changes, including setting up a new extension ....................................................................... No Charge Average one-time cost to install new line where wiring is in place ..............................$75.00 This does not include the cost of a telephone. Contact Telecom for the current cost for the telephone. See the Technician Services section for costs for wiring. Telephone Service – Centrex System Centrex Line ...................................................................................................................... $31.75/mo Centrex station charge ................................................................................................................. $ 5.00/mo Programming Changes ..................................................................................................................................... No Charge Average one-time cost to install new line (with wiring already in place) ........................ $150.00 Includes $83 charge from Qwest for new line and technician time to connect the line to the jack. Does not include cost of telephone. This is a budgetary figure only – you will be charged for actual time and materials. See below for installation costs, or contact Telecom. Technician Services Technician time for moves, adds, and changes ......................................................................... $38.50/hr Budgetary estimate for wiring one location .................................................................................... $350-$400 This is an estimate to use in projecting expenses for your project. You will be billed for actual time and materials. If you would like a more precise estimate, the technicians can review your project, however you will be billed $36/hr for their time. Telephone repairs not involving wiring ......................................................................................... No Charge You will be charged for materials and equipment. Repairs to data wiring ..............................................................................................................$38.50/hr 3 | Page Telephones, headsets and other equipment.......................................................................................................... Cost + 10% Contact Telecom (328-7900 or [email protected]) for current pricing. Avaya telephones and other Avaya-branded equipment must be purchased through Telecom.. Departments may purchase analog telephones, conference speakerphones, headsets and other similar equipment through telecom, or they may purchase them directly from a vendor. Telecom does not provide or service fax machines, TDD/TTY equipment, payphones, modems, data or network equipment, etc. Other Services Programming changes