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New Process for Phone Service Request and Outage Reporting

The WCU Phone service request system has successfully migrated to the IT Self-Service Portal at http://help.wcu.edu.   Request for phone services include the following:

  • Add, Move, Change, Remove ACD Account
  • Add, Move, Change, Remove extension/phone
  • Automated Attendant Service
  • Repair Service
  • Voice Mail Password

Submission of phone services requests and the subsequent required approvals will both be handled within the portal. Below you will find two knowledge articles on how to submit or approve a Phone Service Request that include screenshots and step-by-step instructions.

Upon request submission you will be prompted to select an Accountable officer for your organizational unit, even though a charge may not be incurred.  If you do not know your Accountable Officer, please contact your direct supervisor for this information.    If your Accountable Officer is not listed, please contact the WCU’s Controller’s Office so this information can be added.

Charges

Current charges for service requests are: $50.00 for the initial move, add, or change and $25.00 for additional moves, adds, or changes on the same service request.  There is not a charge to reset a voicemail password, update caller identification information, or repairs.

Reporting Outages

Repairs or line outages should be reported using the ‘repair service’ option on the phone service request.   Outages that affect multiple departments, buildings, and departmental ACD’s (automated call distribution) should be reported ASAP by contacting the IT Help Desk at 227-7487.

Billing Questions or Issues

Questions, issues or concerns related to billing charges continue to be handled via the Auxiliary Services/CatCard office at 227-7003.

Please let us know if you have any questions, concerns or issues in using the new request system. We are very hopeful that the new system will maintain the same ease of use as you have become accustomed to while providing much better visibility and accountability to IT for tracking of your requests.

Thank you,

IT Help Desk help.wcu.edu

227-7487 (local)

866-928-7487 (toll free)

Available weekdays 7:30 a.m.-6:30 p.m. EST

As a reminder, IT will never ask you to confirm account information, such as username and password, through email