Telephone Support
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- How do I order a new phone or phone line?
- My phone is not working properly how do I request services or repair?
- When people call me, they either get a busy signal or the wrong person answers. What is happening?
- Can I plug a modem, answering machine, or conference phone into my office phone jack?
- My phone absolutely does not work. I'm going to throw it out the window.
- What can I do to keep my phone clean?
- What can I do to help ensure my quality of telephone and data service?
- I forgot my voice mail password? What do I do?
- How do I know if I have a voice message?
- How can I retrieve my voicemail?
- I cannot retrieve my voice mail. The line just keeps ringing.
- What will happen if we have a power outage?
- How do I request changes in the directory?
- Who is responsible for our telecommunication services here at Alamo Colleges?
1. How do I order a new phone or phone line?
A. To request a new phone or phone line, please submit an erequest:
1. Go to http://www.alamo.edu/it/erequest
2. Select eRequest on the Web (listed on left navigation bar)
3. Enter your Userid, then hit ‘Next’
4. Enter or verify your personal information, then click ‘Next’
5. Click the ‘Telephone, Pager, and Mail Services’ box
6. Click the drop-down menu, select the appropriate service, click 'Next'
7. Under ‘Description of Services,’ enter the description of services needed. Please include the Full Name of the individual, BLDG/Room, Special Requests (if applicable), and Special Hardware (if applicable).
8. Scroll down to the Justification section and enter a justification
(i.e. New Employee needs phone).
9. Scroll down and Select a desired completion date
10. Scroll down and click ‘Send Request’
If you have any questions, concerns, or need assistance submitting an e-request please contact Support Central at 210-485-0555.
2. My phone is not working properly how do I request services or repair?
A. To request service or repair, please submit an erequest:
1. Go to http://www.alamo.edu/it/erequest
2. Select eRequest on the Web (listed on left navigation bar)
3. Enter your Userid, then click ‘Next’
4. Enter or verify your personal information, then click ‘Next’
5. Click the ‘Telephone, Pager, and Mail Services’ box
6. Click the drop-down menu, select the appropriate service, 'Next’
7. Under ‘Description of Services,’ enter a detailed description of services needed. Some services may not require a visit by technician and may be corrected remotely.
8. Scroll down to the Justification section and enter a justification
(i.e. New Employee needs phone).
9. Scroll down and Select a desired completion date
10. Scroll down and click ‘Send Request’
If you have any questions, concerns, or need assistance submitting an e-request please contact Support Central at 210-485-0555.
3. When people call me, they either get a busy signal or the wrong person answers. What is happening?
A. Your number has been call forwarded. Without lifting handset, press Forward (flashing indicator goes off). If you have a regular phone, pick up handset press #1 and hang up. If this procedure does not work, call the Help Desk at 210-485-0555.
4. Can I plug a modem, answering machine, or conference phone into my office phone jack?
A. If your office has an analog jack and a standard, single-line telephone you may do so. However, the conference phone must be analog if you are using an analog jack. If you have a Meridian system phone, you may not. System phones are digital in operation. As such, any dial tone or normal conversation appearing on them has been generated by a remote telephone system elsewhere in your building. Even though system phones plug into what looks like an ordinary phone jack, normal telephone equipment does not operate from those jacks and may even possibly be damaged by plugging them into a system jack. Conversely, a system phone cannot be plugged into a working normal phone jack or into an answering machine connected to a regular phone jack.
5. My phone absolutely does not work. I'm going to throw it out the window.
A. We advise that you check the area below the window to ensure that no furry creatures or starving students are injured during the procedure. Or, if you wish, we can help you dispose of the phone in a safe manner, as well as replace it, so that your telephone service is not interrupted.
6. What can I do to keep my phone clean?
A. Regular cleaning is recommended to keep your phone in top condition. You may spray any type of window cleaner onto a paper towel or cloth to clean your phone. Then, wipe the cloth over the phone. Also, we recommend disinfecting your handset during the winter season, especially if other people use it. Again, spray the disinfectant onto a paper towel or cloth and wipe down the handset.
*Warning: Be advised that if you spray liquids directly onto the phone, you will probably disrupt your entire service.
7. What can I do to help ensure my quality of telephone and data service?
A. Placing a file cabinet or desk on top of any cord may impair your service. Also, those objects, when placed in front of your data jacks may cause interruptions in your service. Please make sure that any objects placed against the wall have at least 3 inches of clearance.
8. I forgot my voice mail password? What do I do?
A. Password resets require a trip to the location by a technician. If you have locked your password, please submit an e-Request.
9. How do I know if I have a voice message?
A. Voice mail messages
- Digital phone – light comes on
- Analog single line phone – warbled tone
10. How can I retrieve my voicemail?
- Retrieving voice mail
- SAC – dial 6000
- SWC – dial 700
- All else – dial 7000
11. I cannot retrieve my voice mail. The line just keeps ringing.
- The phone will ring and ring if voice mail ports are all occupied.
- Each campus only has 8 ports for voice mail
- PAC only has 4 ports – too many complaints – working on the problem.
- Peak times are before and after lunch. Also, right before 5.
- If you have a ghost line, you can put a person on hold and answer the phantom line.
12. What will happen if we have a power outage?
- Power outage – phones go down – 15 minute battery back up.
- Some do not have back up batteries.
- Voice mail does not have back up batteries.
- PAC and SPC have a lot of power outages.
- When power comes back up, tell them to wait 10 to 15 minutes for it to reboot on its own.
- Technician has to go to site to fix voice mail, cannot fix remotely.
13. How do I request changes in the directory?
A. Please submit an e-Request for any changes in the directory. Changes should include exiting employees, changing campus, new employees, or changing phone numbers. To submit an eRequest:
1. Go to http://www.alamo.edu/it/erequest
2. Select eRequest on the Web (listed on left navigation bar)
3. Enter your Userid, then click ‘Next’
4. Enter or verify your personal information, then click ‘Next’
5. Click the ‘Telephone, Pager, and Mail Services’ box
6. Click the drop-down menu, select Change in telephone directory, click ‘Next’
7. Under ‘Description of Services,’ enter a description of services needed.
8. Scroll down to the Justification section and enter a justification
(i.e. New Employee needs phone).
9. Scroll down and Select a desired completion date
10. Scroll down and click ‘Send Request’
If you have any questions, concerns, or need assistance submitting an e-request please contact Support Central at 210-485-0555.
14. Who is responsible for our telecommunication services here at the Alamo Colleges?
Please contact Support Central at 210-485-0555
