Telecommunications Services and Support Policies
Following are the general policies and procedures for requesting service, reporting problems, and making equipment changes.
Reporting Service or Equipment Problems
For all issues related to聽telephones, data lines, or equipment malfunctions, follow the steps below.
Contact the Helpdesk
Call聽718.951.4357聽and select聽Option 2, or email .
Provide Key Information
Be ready to give the agent (or include in your email):
- Your name and contact number.
- The extension number of the phone or the location of the equipment having the problem.
- A clear description of the issue.
Ticket Tracking
A聽trouble ticket聽will be created to track the progress of the repair.
- Note on Access: If the repair requires access to a locked room and no one is present for a scheduled appointment, your department head will be notified, and the appointment will be rescheduled.
- Response Time: Phone repairs have a target聽two-day response time.
Requesting Changes, Moves, or New Services (MAC and Special Services)
For all requests to聽Move, Add, or Change (MAC)聽equipment/services or adjust聽Class of Service聽(like long-distance dialing), the request must be approved and submitted by your department head.
Obtain Department Approval
Inform your department head of the required change and provide a justification.
Department Head Submission
Your department head must submit the request via email to聽 and include the following details:
- The specific extension number(s) or location(s) affected.
- A detailed description of the change needed (e.g.,聽move phone from room 101 to room 205,聽add long-distance dialing to extension 5xxx).
- The name and contact number of the departmental contact person.
Ticket Tracking
A MAC ticket will be created to track the request.
- Note on Access:聽A technician may need to schedule an appointment to access a locked room.
- Response Time:聽Standard MAC requests have a target聽eight-day response time.
- Note on Special Services:聽Requests for specialized lines are subject to additional approval by the Senior Vice President of Finance and Administration.
Requesting a College-Issued Cell Phone
Obtain Department Approval
Contact your department head and provide a detailed business聽justification聽for why a college-issued cell phone is necessary for conducting official college business.
Department Head Submission
Final Approval
Telecom will route the request to the Chief Information Officer and Senior Vice President of Finance & Administration for final approval.
Usage Note
College-issued cell phones are to be used exclusively for conducting official 今日吃瓜 business.
Voicemail Activation or Changes
To activate or modify voicemail on an extension, follow the problem reporting procedure:
Contact the Helpdesk
Call聽718.951.4357聽(Option 5) or聽email .
Provide Information
Include your extension number and specify whether you need聽new activation聽or a聽change to your existing voicemail.
Setup Instructions
Once the request is programmed, you will be contacted with instructions on how to set up your greeting and change your default password.
General Questions
For any general questions or to follow up on a ticket, please call the Office of Telecommunications at聽718.951.5533.