ITS Telecommunication & Network Services (TNS) | Operations Manual

The Telecommunication & Network Services (TNS) department provides planning, development, implementation, and support of networking, data, video, cable television, and voice communications for the University main campus (except for the University of Iowa Hospitals & Clinics) and the UI Research Park. TNS also ensures that the services provided to the University community are cost-effective, dependable, ubiquitous, and of the highest possible quality. For more information on any of these services, please contact Telecommunication & Network Services.

1. Services.
   1. Telephone service, including maintenance and repair
   2. Cable television service, including maintenance and repair
   3. Data networking for access to the campus data network and the Internet, including authenticated wireless access for laptops and other mobile devices
   4. User training and consulting on telephone services and features
   5. Voice processing (voice mail, auto-attendant, bulletin boards, etc.)
   6. Long-distance calling
   7. Conference bridge (conference calling)
   8. Campus directory service
   9. On-campus relay service for the hearing impaired (assistive technology)
   10. Consultation, design, and inspection for communications cabling and outlets
   11. Installation of communication cabling and outlets
   12. Locating buried University communications cables
   13. Installation and maintenance of campus fiber and coaxial cables
2. As part of the campus universal wiring plan, every communications outlet has the capability of providing voice and data connections.
3. Requests for service. A University Service Requisition form is required for any installation, move, change, removal, or replacement of telephone, data, video, or cable service. For service requests, please forward the requisition form to the Telecommunication & Network Services customer representatives.
4. Infrastructure. Telecommunication & Network Services has ultimate responsibility for all campus communications infrastructure, including: outside plant copper, fiber, and coaxial cable; in-building copper, fiber, and coaxial cable; communications closet infrastructure, access, and security; microwave, satellite, and other point-to-point communication infrastructure; wireless design, radio-frequency use, and deployment, including cellular sites; and all other communications infrastructure. All communications infrastructure installed on campus must be in accordance with current campus standards and be approved and inspected by Telecommunication & Network Services. Unapproved infrastructure may be removed, replaced, or redesigned at the expense of the offending department. For more information please contact Telecommunication & Network Services.
5. Construction projects, remodels, and relocations. When a construction project, remodel, or relocation causes the need for additional communications infrastructure, equipment, or services, the one-time installation and capital costs shall be borne by the project and should be included in the project budget.
6. Outside vendors. All significant contracts for services provided by outside vendors should be coordinated with the director of Telecommunication & Network Services. These include but are not limited to: local and long-distance service providers, contractors and consultants, and equipment vendors. Please contact the director of Telecommunication & Network Services before negotiating with outside vendors. Telecommunication & Network Services is in the best position to coordinate and integrate the proposed products, services, and vendor relationships with existing campus telecommunication services. As with all contracts, compliance with purchasing policies (V-11) is required.
7. Consultation and training. Telecommunication & Network Services provides consultation, training, and support upon request. Customer representatives are available to answer questions regarding your existing telephone service or new service offerings available, or to help evaluate the best service options for your needs. Please contact them by phone to schedule an on-site visit or training session.
8. Billing. Departments pay monthly for telephone service. The charges include the telephone line, instrument, system features, maintenance, and repair due to normal use of the service. Departments also are charged for data connections, which includes circuit, equipment, and maintenance costs.

   Repairs required due to customer misuse or abuse of University-owned equipment or customer-provided equipment will be billed on a repair time and material basis.

   Long-distance charges are billed monthly and appear on monthly Transaction Detail Reports (TDRs). Reports showing details of monthly long-distance calls are maintained by TNS for up to five years and are available to departmental billing coordinators as needed. Billing coordinators, in coordination with the account reviewers and individual employees, are responsible for reasonably ensuring compliance with University policy.

   Questions regarding any of these billings should be directed to Telecommunication & Network Services.

9. Personal long-distance telephone and cellular phone policy. Departments are responsible for determining when an employee needs to have access to telephone service and the type of service required in order to fulfill job responsibilities. (Types of service include: single-line phone, multiple-line phone, cellular phone, local service only, restricted long distance service, unrestricted long distance service, authorization code required to activate phone service, etc.) All costs related to such services are borne by the department. Examples of related costs may include: acquisition, installation, and ongoing fees related to use of the equipment or services.

   Personal phone calls made on University equipment should be kept to a minimum. Long-distance personal phone calls are the responsibility of the employee and should not be made on University equipment. In the event an employee is abusing this policy, the employee’s department is responsible for taking corrective action. 

   Routine personal calls are not allowed on University-provided cellular phones. (See also V-11.23 Technology Allowance Policy.)

10. Directories.
    1. The University Directory (https://www.dna.its.uiowa.edu/Whitepages/) lists contact information for students, staff, faculty, and departments.
    2. Information about how to update University Directory information can be found at https://uiowa.edu/homepage/updating-directory-info.