NetPhone Telephone Service

Service Initiation

Email askcuit@columbia.edu or use this service request form.

Support

Service Support Contact:

CUIT Helpdesk

CUIT Helpdesk Service Hours

Phone Support - 212-854-1919 Hours:

Sunday: 3pm-11pm

Monday – Thursday: 8am-11pm

Friday: 8am-7pm

Saturday: 10am-6pm

Email/Web/online Support askcuit@columbia.edu

Hours: Monday-Friday 9am-5pm

Helpdesk Support Center walk-up facility at 202 Philosophy Hours:

Monday- Friday 10am-6pm

Service Targets:

24/7 99.9% availability

Priority	Response Time
1	4 hours
2	1 business day
3	2 business days

Priority definitions

Priority can be deduced using a combination of Urgency and Impact. For reference, the definitions of these terms are as follows:

Impact:a measure of the business criticality of an Incident, often equal to the extent to which an incident leads to degradation of agreed service levels. Impact is often measured by the number of people or systems affected.

Urgency:the necessary speed of solving an incident of a certain impact. A high-impact incident does not, by default, have to be solved immediately.

Priority:is expected effort. This is denoted by a number value, and is determined through assessing a combination of impact and urgency.

The matrix below describes the framework for determining priority.

PRIORITY
		Impact
		Impact
		High	Medium	Low
Urgency	High	1	1	2
	Medium	2	2	3
	Low	2	3	3

Service Contact:

Jose Santiago

CUIT Executive Owner:

Alan Crosswell, Technology Infrastructure

Service Description

CUIT's NetPhhone service uses Voice over Internet Protocol (VoIP) technology to transmit voice communications over data networks.

Status:

Active

Details

CUIT's NetPhhone service uses Voice over Internet Protocol (VoIP) technology to transmit voice communications over data networks. NetPhone is being deployed primarily in new buildings on the Morningside and Manhattanville campuses and at several off-campus locations.

NetPhone features basic telphone service, voicemail that can be accessed from a phone or as email and a simple-to-use web-based management interface, My NetPhone.

Standard Service Features

NetPhone features basic telphone service, voicemail that can be accessed from a phone or as email and a simple-to-use web-based management interface, My NetPhone.

Standard Costs:

NEW INSTALLATION - One Time Charge

New NetPhone on existing jack (1st connection per building/floor) $204
Additional phone - $86.70
Audio conference with Polycom conference unit - $204

VOICEMAIL SERVICES (NETPHONE) - Monthly Recurring Charge

Basic 50 messages N/C
Up to 75 messages - $5.10
Up to 100 messages - $11.22
Guest/Centrex/Commuter VoiceMail (50 messsages) - $5.10
NetPhone VoicemMail System Distribution List - N/A

VOICE AND DATA SERVICES - Monthly Recurring Charge

NetPhone (2-line) - $36.72
NetPhone (3-line) - $36.72
NetPhone (6-line) - $39.78
NetPhone Expansion Module (Sidecar) - $15.30

CHANGE IN SERVICE (ENHANCEMENTS AND MODIFICATIONS) - One-Time Charge

Phone move/upgrade/downgrade - no technician required - $86.70
Phone move/downgrade/upgrade - technician onsite (1st connection per bldg/floor) - $204
Phone disconnection - all phone types (requires return of phones) - N/C
Add extension on phone / feature package change (software group) - $86.70
Feature change per extension (add or change software group) - $86.70
Line restriction change (class of service) - $86.70

LOST / DAMAGED / STOLEN PHONES - One Time Charge

NetPhone 2-line - $178.50
NetPhone (3-line) - $204
NetPhone 6-line - $280.50
NetPhone Expansion Module (Sidecar) - $178.50

MISCELLANEOUS SERVICES - One-Time Charge

Expedite charge on rush-field/project orders (per order) - $1,000
Expedite charge on rush-software orders (per order) - $204
Additional expedite charge on rush orders (per additional item/line) - $102
Field Service labor charge per hour - $102
Engineering and project management fee - 15.3% (project cost)
PSC code assignment / telephone calling card / name changes - N/C
Third repair appointment - $102

The CUIT billing office provides monthly consolidated bills for all campus telephone services.

Service Eligibility

Available in new and some renovated buildings.