Inquire, Inspire and Innovate

TELEPHONE

Introduction

Telecommunications generally represent the second or third largest monthly expense in an organization; telephone calls typically account for 75% of this amount. Contemporary telephone systems provide information useful to help manage these expenses.

It is essential to implement a control system to capture and provide access to this information. Call Detail Records (CDR) produced by telephone systems are the basis of Call Accounting: a proven method for costing and allocating telephone expenses.

Call Billing is the process of collecting, analyzing and reporting call record information. Some of the benefits of Call Billing include:

  • Reduce phone usage costs up to 30% with fewer/shorter calls.
  • Allocate costs to departments or tenants based on actual usage.
  • Bill back clients for calls made on their behalf. Review and manage employees with heavy telephone usage.
  • Verify telephone system call routing accuracy.
  • Determine if there are too few or too many telephone lines.

Objective

The main objective of this maintenance scheme are as follows:-

  • To maintain network telephony usage in MMU.
  • To have a more comprehensive and systematic policy for our internal telephony system in terms of:
    • Improved service to the staff
    • Single point of contact for all service needs
    • Provides for other value-added services such as system consultation, preventative maintenance and disaster recovery
    • May actually minimizes costs as typically bill printing by call centers to a paperless environment.
  • To improve the image of MMU as the first and foremost University in Information Technology.

Policy Implementation

As a user service department, NTU will always ensure that all users are happy with what they get from our services. Steps should be taken for the service that we provided would run smoothly.

User Application As a user service department, NTU will always ensure that all users are happy with what they get from our services. We have identified 6 users requirement under the User Maintenance component.

Analog Extension

Analog Extension is only be given to MMU Cyberjaya staffs only. Criteria for a staff to receive an analogue extension:

  • A staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Analogue Extension

Digital Extension

Digital Extension is only given to MMU Cyberjaya staffs only. Criteria for a staff to receive an digital extension:

  • A Director/Head and secretary of a unit or dept in MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Digital Extension

ISDN Extension

ISDN Extension is only used for Video Conferencing and project based connection only. Criteria for a staff to receive an ISDN extension:

  • A permanent executive staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of ISDN Extension

Telephone Extension User Maintenance

Analog Extension

An analogue extension is initiated by affiliating a directory number to an equipment position and assigning the number category characteristics. The category characteristics can be either one or more individual categories or a common category code. A common category code corresponds to a unique combination of categories. Common category codes simplify the initiation of extensions with standard characteristics.

Analog Extension is only be given to MMU Cyberjaya staffs only. Criteria for a staff to receive an analogue extension:

  • A permanent staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Analogue Extension

Digital Extension

A digital key system telephone is identified by its OWN DIRECTORY NUMBER (ODN) which is featured by the so-called triple access line. The Digital key system telephone can also possess one or more ADDITIONAL DIRECTORY NUMBERS.

Both OWN and ADDITIONAL DIRECTORY NUMBER CAN BE GIVEN Multiple representation on other Digital key system telephones. In the same manner other extension user’s OWN DIRECTORY NUMBER and ADDITIONAL DIRECTORY NUMBER can be represented on the user’s own extension, i.e. called Specific line pick up.

In addition to these different types of directory numbers a number of different functions (extension facilities) can be affiliated to the Digital key system telephone.

Digital Extension is only given to MMU Cyberjaya staffs only. Criteria for a staff to receive an digital extension:

  • A permanent executive staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Digital Extension

ISDN Extension

An ISDN terminal interface, also called a Basic Rate Access (2B+D), is an interface to which ISDN terminals may be connected. An ISDN terminal interface has two 64 kbits/s B-channels, and two equipment positions are needed for one interface. The term ISDN terminal interface will be used in the command description and parameter description for ISDN terminal, IT.

One or several ISDN terminal directory numbers are affiliated to an ISDN terminal interface. An ISDN terminal directory number is not affiliated to a certain ISDN terminal, but it gives an access with some specific characteristic to/from that ISDN terminal interface.

Up to 32 different ISDN terminal directory numbers may exist for an ISDN terminal interface. Category characteristics are defined individually for each ISDN terminal directory number.

ISDN Extension is only used for Video Conferencing and project based connection only. Criteria for a staff to receive an ISDN extension:

  • A permanent executive staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of ISDN Extension

Group Call Pickup

A call pickup group consist of a number of extensions (members) who have been assigned a common sequence number (group) number. A member of a group can “pickup” calls to others members in the same group by dialing a procedure on her/his telephone.

The oldest call will be picked up first. A call pickup group can be affiliated as so-called “alternative answer group” to another group which is then designated “main group”. This means that a member of the main group dials the procedure for call pickup, but if no call is queued to the member’s own group a call in the queue to the alternative answer group will be picked up.

Four alternative answer groups can be affiliated to one main group. When the members of the main group pickup calls from the alternative answer group’s queue, calls from the first initiated group will be picked up first and so on.

Group Call Pickup services is open to admin department and faculty office only. Criteria for a staff to receive an Group Call Pickup service:

  • A permanent staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Call Pickup Group

Internal Group Hunting

Internal Group Hunting group means that a number of extensions are assigned a common call number. When this number is called one of the extensions (members) is selected. The call is signaled on the telephone of the selected member. The call will be queued if no free member exists.

Internal Group Hunting service is open to admin department and faculty office only. Criteria for a staff to receive a Internal Group Hunting service:

  • A permanent staff of MMU Cyberjaya
  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Internal hunting Group

Authority Code

Authority Code function is used for security purposes and to prevent an extension used by unauthorized personal. Authority Code services is not compulsory for extension to have this function.

Steps taken to facilitate Group Call Pickup Function:

  • User request for Authority Code Function on Request Authority Code Function Form.
  • Approval from the user’s Dean/Head/Director
  • Approval from Head of Human Resource Department
  • Initiate the related command (refer to PABX manual)
  • Check the extension authority code with AUDAP command for confirmation
  • Notification to user of the change by email

Fax Line

A fax extension is initiated by affiliating a directory number to an equipment position and assigning the number category characteristics. The category characteristics can be either one or more individual categories or a common category code. A common category code corresponds to a unique combination of categories. Common category codes simplify the initiation of extensions with standard characteristics.

Fax Line Extension is only be given to MMU Cyberjaya departments only. NTU will not support on the Fax machine as most fax machine is purchased by departments.It is advisable to refer to NTU's technical staff before purchasing any new fax machine. This is to ensure the equipment is compatible with MMU's existing PABX system.

Criteria for a departmentf to receive a fax line extension:

  • Approval of Head/Dean of requestor
  • Approval of Head of Human Resource Department
  • Availability of Fax Line Extension

Telephone Category

Upon application the user has the choice of telephone usage category, based on job function and the approval from the Human Resource Department. The telephone categories are listed below:

Category Telephone Usage Coverage
1 Internal Use
3 Klang Valley
5 Peninsular Malaysia
6 Peninsular Malaysia, Sabah, Sawarak and Singapore
7 International

To change phone category, kindly fill up the request form. Signature from head/director/dean is mandatory.

Telephone Monitor

Human Resourse Department will identify telephone monitor for each call center. The monitor will functions as the mediator for the staff and NTU. Any problem or requirement will be filtered first by the telephone monitor before being sent to NTU.

Below is the responsibility of a telephone monitor

  • Mediator for the telephone billing complaint
  • To remind staff in his/her department and faculty on bill payment
  • To ensure all personal bills to be rectified by Head/Deans before payment being made.

Billing Date Issuance

Every month, telephone bill will be issued to the staff. The date of the bill will be synchronize with Telekom Telephone Bill or specified by the Finance Department. The telephone bill will be processed and can be access online at http://phonebill.cyber.mmu.edu.my

Proposed date by NTU are as follows:

No Date Issued Payment Due Date Accumulated Bill Allowed Period
1 Second day of each month On the 15th of each month 3 months
2 On the 12th of each month Last day of each month 3 months

Method of Payment

Every month, telephone bill will be issued to the staff. Method of payment will be specified by the Finance Department. Proposed method of payment by NTU are as follows:

No Method of Payment
1 Salary Deduction
2 Finance Counter
3 Payment to Call Center

Account Penalty

On the account that the payment is not paid on time, NTU has the jurisdiction to penalized the staff . The policy is as follows:

  • Human Resource department will issue a telephone account barring notice to penalized staff.
  • The Human Resource and Finance Department will issue the telephone barring list for futher action.
  • NTU will change the staff account to internal category only.
  • To reactivate, staff will have to request again as stated in the user application policy.
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