Phone Modifications Request
This article covers how Department IT Coordinators (DITCs) can fill out the phone modifications request which includes: changing the name on a phone/extension (display name change), updating an Outlook (Global Address List) entry, changing features (creating a shared line, add extension to a call pick up group, modify a shared line group or call pick up group, modify ACD call center queues, and create or modify a call tree/auto receptionist menu), and changing billing for a user, extension, or device.
1. Log in to the IT Service Desk through the direct link or from the campus portal.
2. Click on Telephone, Cellular, and Wiring.
3. Click on Phone Modifications.
Choose the type of request that you want to submit:
The Display Name for an extension is the name that appears when that extension makes phone calls on campus. This can be a person's name (e.g., Tuffy Titan) or a generic name (e.g., IT Training Staff).
Note that updating the Display Name will also update the location and extension for a user in Outlook.
1. Enter the extension you want to update.
2. Select Display Name Change.
3. Enter the new name you want for the extension.
You can enter a person's name or a generic name (e.g., IT Training Staff) for the extension.
4. If you entered a person's name, indicate if the person already has another campus extension that they will continue to use. If not applicable, you can choose No. If yes, be sure to give details in the brief description field.
An example of this would be a faculty member who is now a department chair. If the faculty member will continue to use their faculty office and phone as well as the department chair office and phone, you would select Yes for this question. Then in the description field you can indicate which location/phone number the faculty member wants listed as their primary location/phone in Outlook. Their secondary phone can have their name associated with it, but usually a 1 will be placed at the end of the name (e.g., Tuffy Titan 1).
5. Enter a description of the request.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
6. Click Add to Cart.
7. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
8. Click Edit to make changes to the request. Enter the name of the employee for whom you are requesting this display name change in the Requested For field. Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
For a Display Name change, the Requested for is often the person whose phone is being updated. However, brand new employees may not yet show up in the list of available names, so you can always put your own name (the Department IT Coordinator).
You can also put your own name if you are requesting changes to a department extension.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee for whom you a requesting this display name change in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
9. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
GAL = Outlook Global Address List
With the Update Outlook (GAL) request, you can request updates to a person or email account's location or extension in Outlook.
Note that this request does NOT do the following:
- Change the display name on a phone (use Change Display Name request to change the name on a phone and update Outlook)
- Move a phone to a new location (use Schedule a Move request to move a phone to a new location)
- Change a person's name (use the Modify an Email request to change a person's name in Outlook and use the Change Display Name request to update the person's phone display)
1. Enter the extension you want to update.
For Update Outlook requests, you should put the person or email account's current campus extension listing.
2. Select Update Outlook (GAL).
3. Enter the new extension and new location.
4. Enter a description of the request.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
For the Update Outlook request, you may also want to include the name of the person whose information is being updated or the account/username being updated (e.g., [email protected]).
5. Click Add to Cart.
6. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
7. Click Edit to make changes to the request. Enter the name of the employee for whom you are requesting this change in the Requested For field. Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
For an Update Outlook (GAL) change, the Requested for is often the person whose information is being updated. However, brand new employees may not yet show up in the list of available names, so you can always put your own name (the Department IT Coordinator).
Note if you put your own name in Requested for, you MUST put the person or account that is being updated in the description for the request. Otherwise, Telecom won't know what needs to be updated.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee for whom you a requesting this display name change in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
8. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
The Add a shared line group (SLG) request allows you to set up sharing for a campus extension for two or more people.
A Shared Line Group (SLG) allows a single campus extension to be shared by a group of users/desk phones. The extension will appear in the Zoom app and/or desk phone for all members. They will be able to answer calls for the extension and they will receive any voicemail messages for the shared line in their voicemail box.
1. Enter the extension number that you want to set up as a shared line.
2. Select Change Feature.
3. Select the Account Code you want to use for any costs associated with this request.
4. Select the type of phone associated with the extension in step 1.
Typically you will only be requesting shared line groups for Zoom Phone extensions which are all VoIP phones.
5. Enter the Outlet/Jack Number associated with the extension in step 1.
This is most necessary when it comes to desk phones.
6. Select Add a shared line group (SLG).
7. Enter a description of the request. Be sure to include the name/extension of each person/device that needs to be in the shared line group.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
8. Click Add to Cart.
9. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
10. Click Edit to make changes to the request. Enter the name of the employee for whom you are requesting this shared line group in the Requested For field (if applicable). Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
Often a shared line group request is more of a department request, so you can put your own name in the Requested For field.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee for whom you a requesting this shared line group in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
11. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
The Add extension to a call pickup group request allows you to request that an extension be added to an existing call pickup group.
A Call Pickup Group allows members of the group to press a button or key combination to pick up another extension in the group when it is ringing. This is most helpful in an area where individuals can hear other group members' extensions ringing.
1. Enter the extension number that you want to add to the call pickup group.
2. Select Change Feature.
3. Select the Account Code you want to use for any costs associated with this request.
4. Select the type of phone associated with the extension in step 1.
Typically you will only be requesting call pickup groups for Zoom Phone extensions which are all VoIP phones.
5. Enter the Outlet/Jack Number associated with the extension in step 1.
This is most necessary when it comes to desk phones.
6. Select Add extension to a call pick up group.
7. Enter the call pick up group number (if known). If not known, enter another extension that is already in the call pick up group.
8. Enter a description of the request.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
9. Click Add to Cart.
10. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
11. Click Edit to make changes to the request. Enter the name of the employee you are adding to the call pickup group in the Requested For field (if applicable). Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
If you are adding a department extension to the call pick up group, you can put your own name in Requested For.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee you are adding to the call pickup group in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
12. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
The Modify shared line group (SLG) or call pickup group (CPUG) request allows you to request changes to a shared line group or call pickup group. Changes might include adding/removing members from the group or changes as to how calls are handled for the group.
A Call Pickup Group allows members of the group to press a button or key combination to pick up another extension in the group when it is ringing. This is most helpful in an area where individuals can hear other group members' extensions ringing.
A Shared Line Group (SLG) allows a single campus extension to be shared by a group of users/desk phones. The extension will appear in the Zoom app and/or desk phone for all members. They will be able to answer calls for the extension and they will receive any voicemail messages for the shared line in their voicemail box.
1. Enter the shared line extension or one of the extensions associated with the call pickup group.
2. Select Change Feature.
3. Select the Account Code you want to use for any costs associated with this request.
4. Select the type of phone associated with the extension in step 1.
Typically shared line groups and call pickup groups are only for Zoom Phone extensions which are all VoIP phones.
5. Enter the Outlet/Jack Number associated with the extension in step 1.
This is most necessary when it comes to desk phones.
6. Select Modify shared line group (SLG) or call pickup group (CPUG).
7. Enter the call pick up group number (if known). If not known, enter another extension that is already in the call pick up group. You can put N/A for a shared line group.
8. Enter a description of the request.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
9. Click Add to Cart.
10. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
11. Click Edit to make changes to the request. Enter the name of the employee on whose behalf you are making this request in the Requested For field (if applicable). Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
You can also put your own name in the Requested For field if there isn't a specific person requesting this change.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee on whose behalf you are making this request in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
12. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
The Modify call queue request allows you to request changes to your ACD call center queue. There are many changes that supervisors can make on their own (view the ACD Supervisor guide for more details), but you can use this request for any other changes.
A Call Queue allows callers to wait on hold in a queue until there is an available agent signed on to the queue to answer their call. This is used for departments with high call volume such as the IT Help Desk and Financial Aid.
1. Enter the extension associated with the call queue.
2. Select Change Feature.
3. Select the Account Code you want to use for any costs associated with this request.
4. Select the type of phone associated with the extension in step 1.
Call queues are only available on Zoom Phone which is a VoIP phone type.
5. Enter N/A for the Outlet/Jack Number as it is not relevant to this request.
6. Select Modify call queue.
7. Enter a description of the request.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
8. Click Add to Cart.
9. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
10. Click Edit to make changes to the request. Enter the name of the employee on whose behalf you are making this request in the Requested For field (if applicable). Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
You can also put your own name in the Requested For field if there isn't a specific person requesting this change.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee on whose behalf you are making this request in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
11. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
The Add/modify auto receptionist menu allows you to request a new auto receptionist menu or modifications to an existing auto receptionist menu.
An Auto Receptionist Menu is sometimes called a call tree. When a caller reaches an auto receptionist menu, they will hear instructions to press a number for more information or to reach a specific person (e.g., press 1 to hear our hours, press 2 for directions to our location, press 0 to reach an operator).
1. Enter the extension you want to create an auto receptionist menu for or the extension associated with your current auto receptionist menu.
2. Select Change Feature.
3. Select the Account Code you want to use for any costs associated with this request.
4. Select the type of phone associated with the extension in step 1.
Auto receptionist menus are only available on Zoom Phone which is a VoIP phone type.
5. Enter N/A for the Outlet/Jack Number as it is not relevant to this request.
6. Select Add/Modify auto receptionist menu.
7. Enter a description of the request.
Note that you may need to attach more detailed documentation for your request and/or meet with Telecom staff to provide additional information.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
8. Click Add to Cart.
9. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
10. Click Edit to make changes to the request. Enter the name of the employee on whose behalf you are making this request in the Requested For field (if applicable). Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
You can also put your own name in the Requested For field if there isn't a specific person requesting this change.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee on whose behalf you are making this request in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
11. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
The Cost center change request allows you to request changes to a user, extension, or device in the Telesoft telephone billing system.
1. Enter the extension you want to update.
If you want to update a mobile device, you can put the mobile phone number in this field.
2. Select Cost center change.
3. Enter the Account Code associated with this request.
Depending on what you are trying to change, this could be the current Account Code of the extension or the new Account Code for the extension.
4. Enter a description of the request.
Remember that there is not always a 1:1 relationship between Telesoft cost centers and CMS dept IDs. So be sure to specify the name(s) of the cost center(s) involved in this request.
It's highly recommended to include as many details about your request as possible, including when you need the change completed.
5. Click Add to Cart.
6. If you are done ordering items, click Proceed to Checkout.
You can add other items/requests to your cart, but be sure that they are all related to the same person or situation (i.e., you would not typically have a Wiring request and a Phone Modification request in the same cart).
Click Proceed to Checkout when you are ready to submit the order.
7. Click Edit to make changes to the request. Enter the name of the employee for whom you are requesting this change in the Requested For field. Add any comments about this request in the Special instructions section. Then click Checkout to submit your request.
You can also put your own name in the Requested For field if there isn't a specific person requesting this change.
- Click Edit to make changes to the phone modification request.
- Enter the name of the employee for whom you a requesting this display name change in the Requested for section. You can type the name in or click on the magnifying glass icon to look up a user.
- You can add any optional comments in the Special instructions box.
- Click Checkout to submit your request.
8. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
Need More Help?
Contact Telecom at [email protected] or the IT Help Desk at [email protected] or 657-278-7777.