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Telephone Services

Telephone Work Order Instructions

Notes before proceeding:

  • These instructions only apply to normal moves, additions, removals, and changes for telephone lines. If your request is for toll-free numbers, DSL service, Audio Conference lines, Automated Attendants, Call Centers, or anything else out of the ordinary, please call Telephone Services at 706-542-6962 if you need guidance.
  • Each Telephone Service Request form concerns what is happening to one specific jack. If more than one jack is involved in your order, you will need to fill out a Telephone Service Request form for each one.
  • All fields are required unless otherwise specified.
  • If you are making changes to voicemail or digital button programming, make sure you fill out those forms by choosing the appropriate button at the bottom of the Telephone Service Request form before submitting your order.
  • It usually takes the techs 7-10 business days to complete your order once Telephone Services sends it over to them. You can request a specific due date for the order in the Tel Rep Notes section of the forms. Be aware that any requested due date before 7 full business days will incur an additional $50 expedite fee for the order.
  • Don’t panic. It will take you less time to fill out the fields than it will to read these instructions as long as you know what you want.
  1. To find the Telephone forms, go to, choose Telephone Services from the pull-down menu, and click the “Search by operating unit” button. Choose the Telephone Service option (second on the list) and log in with your MyID and password.
  2. Chose the Type of Request from the pull-down menu. (New Service = a new phone number; Change = moving a phone number or software changes; Remove = disconnecting a phone number.)
  3. Enter the building number in the Building Number field.
  4. Enter the Floor number in the Floor field.
  5. Enter the room number in the Room Number field.
  6. Fill out the Jack ID Number box with the 3 digit jack ID. Note: If you need a new jack installed for this order, contact EITS Network Infrastructure at 706-542-9366 to install it before you fill out the Telephone Service Request form.
  7. Enter the building name in the Building Name field.
  8. Enter the building address in the space provided if the building is located off-campus.
  9. Enter the phone numbers associated with the jack in the Extension Number box.
    • If you are requesting a new phone number, enter 0 or –
    • If you are moving one number off of the jack and another number to the jack, enter both phone numbers in the box
    • For all other cases, enter the phone number that is currently working on the jack or will be moving to the jack if it is not currently active.
  10. Enter your room number in the Tel Rep Room Number field.
  11. Enter your phone number in the Tel Rep Ext No field.
  12. Enter the account number that should pay for the phone line’s monthly charges in the Paying Account Number field. (Note: If you want to pay for the work order from a different account, you may note so in the Tel Rep Notes section, but you can only use an account that already receives or is being set up to receive monthly telephone charges.)
  13. Enter the name of the user in the Name of User field. (If you are changing the name of the user on this jack, only put the new user’s name.)
  14. Enter the user’s MyID in the User Emp ID field. If they do not have a MyID yet, you may leave this box blank.
  15. Enter the department number that pays for the phone line in the User Dept No field.
  16. Enter the department name in the Department Name field.
  17. Select Ana for analog, Dig for digital, or VoIP for voice over IP in the Line Type field. (Note: Avaya 2410, 2420, 6424D, 9404, and 9408 sets are considered digital. Avaya 9620, 9621gig, 9641gig, 9641GS, and 9650 sets are considered VoIP. All other sets are analog.)
  18. Fill out the phone set model number in the Tel set Mod No field. If the set is cordless, you can simply enter cordless.
  19. Choose either Desk or Wall in the Set Mounting field.
  20. List any special equipment needs in the field provided. These may include:
    • Phone sets – we provide 9404 and 9408 digital sets, 9641GS VoIP sets (where applicable), and 2909 analog sets
    • BM12 Expansion module (provides additional speed dial buttons for 9408 sets) and SMB24 Expansion module (provides additional speed dial buttons for VoIP sets)
    • Mounting and handset cords – please specify approximate length needed.
  21. If you want call coverage on the phone line that will be working on the jack once the order is completed (so that incoming calls will not continue to ring at the set if no one answers), choose the number of rings in the No Rings fields and enter the phone numbers that callers should be directed to in Ext No 1st field, and the 2nd and 3rd fields if applicable. (Note: If you want the call coverage path to end with the caller going to voicemail, enter 2-4234 or vm in the appropriate Ext No field.) If you don’t want call coverage, type none in the Ext No 1st
  22. If you want to add the phone number to a call pick-up group (meaning you want a neighbor to be able to pick up the call if the user is away from their desk) put the pickup group ID in the Group Number field. If you don’t want call pickup on the line, enter 0 or -.
  23. Select your Voicemail option.
    • New = Adding voicemail to the line
    • Yes = Line keeping existing voicemail
    • No = Line does not have and does not need voicemail
    • Delete = Line is removing current voicemail options
  24. Select the Type of Usage from the pull-down menu.
  25. Select Yes or No in the Caller ID field. (Note: Most phone lines on campus are caller ID capable. There is no extra charge for this ability.)
  26. If you are requesting a VoIP phone line, fill out the Data Usage field. If not, leave blank.
  27. Fill out the Telephone Rep Notes section with information about any changes you are making to the jack/phone number. Short succinct sentences are best. (Example: Deactivate jack; [extension number] going to jack [jack ID number])
  28. If you are activating a new digital set or making changes to existing digital set programming, go to step 29. If you are adding or making changes to a voice mailbox, go to step 35. If you are not doing either, skip to step 39. If you are unsure, please refer to the Additional Instructions section on the Telephone Service Request form for more information.
  29. Choose from the “Avaya 2420 Button Detail”, “Avaya 2410 Button Detail”, or “Telephone-Supplemental Detail for 6424D Set” buttons depending on what type of set you are adding or changing.
  30. Fill out the required fields at the top of the form. If it asks for call coverage information, you may type in “same” to indicate that it is the same as the information entered on the Telephone Service Request form.
  31. Fill out all available button fields in the Basic Button Assignment (or Page 1 through 3) section of the form. (Notes: Buttons 1-3 are usually reserved for line appearances of the set’s phone number itself.) Common abbreviations used include:
    • TB followed by an extension = monitor speed dial button that will show when that extension is in use
    • AD = unmonitored speed dial button that the user can program themselves
    • FA = Forward all calls button
    • SA = Send all calls button
    • CP = Call pick-up button
  32. If you have or have requested an Expansion module for the set, fill out the Addition button or Add-On Module section of the form.
  33. If you are adding or changing voicemail service, fill out the voicemail section of the form. (See step 36 for further instructions if needed.)
  34. Skip to step 39 when done.
  35. If you are only adding or changing voice mailbox options, choose the “Request for Voice Mail Service Only” button.
  36. Select the Type of Request from the pull-down menu.
    • New = Add voicemail service
    • Change = Change Attendant number
    • Cancel = Remove voicemail service
  37. Enter the phone number you wish callers to be directed to if they enter 0 instead of leaving a message in the Attendant Extension field. If you do not want an attendant option, enter n/a.
  38. Enter any additional comments you may have in the Comments section. (Note: this is a required field; if everything above is self-explanatory, enter n/a.)
  39. Chose the Print/Submit button when done. If nothing appears to have changed when you click the button, it means that you have left a required field blank. The heading of that field will have turned red to highlight it, but the contrast does not always jump out so look closely. If all required fields have been filled out, you will be redirected to a summery page and a print options box will appear. You may either print a copy of the summary or decline as you so choose. No matter which option you pick, you will then be redirected to a confirmation page which says that your request has been submitted to Telephone Services.
    • If you are done with your work order, choose the Logout option
    • If you have more forms to submit, choose the option to do so and start on the form for the next jack