Voice Services - Authorized Agent and Technician Responsibilities / Expectations

This document will highlight the responsibilities and expectations of authorized agents and voice services technicians.

Authorized Agent Responsibilities and Expectations

General
  • Operational
    • Approve and provide up-to-date funding
    • Act as a liaison between end-users and technicians
    • Indicate when new / old authorized users come and go
  • Requests / Incidents
    • Submit requests / incidents for lines and line changes
    • Timely and responsive communications on open tickets
    • Follow normal support channels when submitting an incident (DoIT Helpdesk) or request (Request Forms)
    • When submitting a request / incident, always provide NetID information for all users affected
Legacy Specific (Analog / Centrex)
  • Operational
    • Maintain up-to-date funding information
    • Place / install equipment (how this is done may be left up to your discretion. This can be performed by an authorized agent, local IT, the end user receiving the equipment, etc.)
Cellular Specific
  • Operational
    • Maintain up-to-date funding information
VoIP Specific (Voice over IP)
  • Operational
    • Purchase equipment via MDS for a new line request
    • Place / install equipment (how this is done may be left up to your discretion. This can be performed by an authorized agent, local IT, the end user receiving the equipment, etc.)
  • Requests / Incidents
    • Ensure that proper networking infrastructure is a in place before submitting requests (building networking needs to be VoIP ready)
    • Ensure you provide proper jack, building, and room number information when submitting a request as this ties into E911

Voice Services Technician Responsibilities and Expectations

General
  • Operational
    • Act as a liaison between vendors and authorized agents / customers
  • Requests / Incidents
    • Process requests and incidents
    • Maintain responsive communications / response times for requests and incidents (SLA response time of 3-5 business days and general responsiveness with incident and request conversations)
Legacy Specific (Analog / Centrex)
  • Operational
    • Manage billing and funding
    • Perform consulting for authorized agents / customers
  • Requests / Incidents
    • Write orders for Network Services - Field Services
Cellular Specific
  • Operational
    • Manage billing and funding
  • Requests / Incidents
    • Write order(s) to ship equipment and provide logistical information
VoIP Specific (Voice over IP)
  • Operational
    • Perform consulting for authorized agents / customers
  • Request / Incidents
    • If data jack(s) are not active, submit Network Services - Field Services request
    • Help discern networking issues with authorized agent / customers




Keywords:voice services authorized agent technician responsibility responsibilities expectations centrex cellular voip phone phones ordering order change request billing funding customer   Doc ID:107606
Owner:Keevan B.Group:Voice Services
Created:2020-12-04 11:01 CSTUpdated:2020-12-14 14:21 CST
Sites:DoIT Help Desk, Voice Services
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