Current web description:  Network and Voice Support

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.

Network Support

• 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

Network Device Management

• 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 printers

• 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 otherwise

  • 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
• 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

Network Maintenance & Cleaning

• 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

LAITS Staff do not:

• Allow active, unused ports in public areas

Network Planning & Budgeting

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

LAITS Staff do not:

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

Adding New Cables or Switch Ports 

This 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.

• Staff will Coordinate work orders for new cables on behalf of customers (Fee involved)
  
  • Log Work Order (WO) numbers in the ServiceNow Ticket
  • Implement temporary workarounds if a cable is needed immediately
    
    • install temporary network hubs
    • create temporary 'daisy chains'
    • create temporary cables runs in non-ideal locations (over/under doors, etc.)

LAITS Staff do not:

• 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 & Troubleshooting

• 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 

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
• Support Shared Meet-Me Conference instructions and control