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

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 / Incident
    • 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)

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 cellular voip phone phones ordering order change request billing funding customer 
Doc ID:
107606
Owned by:
Chance H. in Voice Services
Created:
2020-12-04
Updated:
2026-06-05
Sites:
DoIT Help Desk, Voice Services