Telephone Service Request

Submit Telephone Service Request

Use this form to request new telephone or voicemail service or to make changes to existing service.

If you need a telephone repair, please send an email to oit@uci.edu. Do not submit the Telephone Service Request.

Types of services include support for, but not limited to:

  • New telephone orders/moves
  • Disconnecting telephones
  • Telephone software changes
  • Any other telephone new/modify requests (that does not including fixing an existing network)

If you are submitting a bulk change (more than 1 instrument move/change), please download the Bulk Change Request spreadsheet, fill it out, and then attach it to the request form. Under the Request Type section, choose Bulk Change. You should see an "Add Attachments" icon located near the bottom of the page where you can upload the spreadsheet.

FAQ Telephone Service Request

How do I submit a new telephone order?

  1. Go to the Telephone Service Request.
  2. Select 'New Phone Service' in the drop-down box.
  3. Under 'New Service,' select the type of service you would like to request.
    • New Phone Service (most common): Request for a new phone or service
    • New Auto Attendant (Call Tree): Request for a voice menu system that allows callers to be transferred to an extension without going through a telephone operator or receptionist
    • New ACD Group/Agent: Request for a new ACD Group/Agent. See ACD Information and How to Order.
    • Toll Free Number: Request for a toll free number
    • Outside Vendor: Request if this is for an outside vendor
  4. Under 'Instrument Type,' select the type of instrument you would like.
    • Digital: Most standard UCI phones
    • IP: Restricted to some buildings. Email oit@uci.edu to find if your building is eligible.
    • Analog Desk Phone
    • Analog Wall Phone
    • Analog line: Used for customers-owned analog instruments (i.e. Polycom conference units or phones)
    • Analog Fax: Used for fax/credit card machine
  5. Under 'Calling Area,' select the calling area you would like.
    • International: No restrictions, includes Hawaii and Alaska
    • Continental US: US, excludes Hawaii and Alaska
    • California
    • Local Area: Includes 714, 919, 909, and 951 only
    • On-Campus Only: Can only call campus extension, no off campus calls
  6. Under 'Features,' select the ones if needed.
    • Voicemail: Enter in Description for which option you would like.
      • Basic: 90 messages, 3 minutes length each, $4/month
      • Announcement Only: 8 minutes greeting for information, does not take messages, $12/month
      • Voicemail sent to email: Voicemail messages are sent to an email as a WAV file. If the voicemail is listened and deleted via the WAV file in the email, the message will still need to be deleted by the user logging into the Voicemail Mailbox. Please provide extension & email address.
      • Voicemail sent to phone: Voicemail messages are forwarded to a phone number (usually a personal cell phone). When the user receives the call, the user must enter their voicemail security code to listen to the message. Once the message is deleted, it is also deleted from their Voicemail Mailbox. Please provide the extension and phone number.
    • Preset Call Diversion: After extension rings 3-4 times, the call is diverted to voicemail (if applicable).
    • Divert to Another Extension: After extension rings 3-4 times, the call is diverted to another extension.
    • Add to Pickup Group: Extensions in the same pick-up group can pick-up a call ringing on another extension (if that extension is in the same pick-up group) by pressing 88. Extensions in a pick-up group are charged $2/mo for this feature. Must provide an extension currently in pick-up group or extensions to that need to be in a new pick-up group.
    • Add to Hunt Group: When a hunt group number is called, the call is routed to an available member in the hunt group. Extensions in a hunt group are charged $2/mo for this feature. Must provide the hunt group number or an extension currently in the hunt group.
    • Name Display: When an extension is calling another campus extension, there can be a name displayed. 20 characters limit.
    • Call List/Personal Profile: When an extension needs to be diverted to more than one extension. For example, a call first rings on a supervisor’s phone, then the admin’s extension, then back to the Voicemail of the supervisor.
    • Caller ID Blocking: When an extension who has caller ID blocking makes an outgoing call, the receiving end will not see the phone number of the extension. The receiving end will either see “private” or “anonymous”. If the extension does not have caller ID blocking, their extension or name will display when calling campus extensions or their full 10 digits will display when calling an off campus number.
  7. Be sure to enter the required building, floor, and room information. Enter the jack number if applicable.
  8. Select Order Now to complete the order.

How do I know which Features to select?

Please review the possible features below.

  • Voicemail: Enter in Description for which option you would like.
    • Basic: 90 messages, 3 minutes length each, $4/month
    • Announcement Only: 8 minutes greeting for information, does not take messages, $12/month
    • Voicemail sent to email: Voicemail messages are sent to an email as a WAV file. If the voicemail is listened and deleted via the WAV file in the email, the message will still need to be deleted by the user logging into the Voicemail Mailbox. Please provide extension & email address.
    • Voicemail sent to phone: Voicemail messages are forwarded to a phone number (usually a personal cell phone). When the user receives the call, the user must enter their voicemail security code to listen to the message. Once the message is deleted, it is also deleted from their Voicemail Mailbox. Please provide the extension and phone number.
  • Preset Call Diversion: After extension rings 3-4 times, the call is diverted to voicemail (if applicable).
  • Divert to Another Extension: After extension rings 3-4 times, the call is diverted to another extension.
  • Add to Pickup Group: Extensions in the same pick-up group can pick-up a call ringing on another extension (if that extension is in the same pick-up group) by pressing 88. Extensions in a pick-up group are charged $2/mo for this feature. Must provide an extension currently in pick-up group or extensions to that need to be in a new pick-up group.
  • Add to Hunt Group: When a hunt group number is called, the call is routed to an available member in the hunt group. Extensions in a hunt group are charged $2/mo for this feature. Must provide the hunt group number or an extension currently in the hunt group.
  • Name Display: When an extension is calling another campus extension, there can be a name displayed. 20 characters limit.
  • Call List/Personal Profile: When an extension needs to be diverted to more than one extension. For example, a call first rings on a supervisor’s phone, then the admin’s extension, then back to the Voicemail of the supervisor.
  • Caller ID Blocking: When an extension who has caller ID blocking makes an outgoing call, the receiving end will not see the phone number of the extension. The receiving end will either see “private” or “anonymous”. If the extension does not have caller ID blocking, their extension or name will display when calling campus extensions or their full 10 digits will display when calling an off campus number.

How do I submit a billing change?

Submit the Pinnacle Billing Inquiries & Billing Changes request. Do not submit the Telephone Service Request.

How do I know which Service Modification to select for a Modifying Existing Service?

Please see a below of a description of all Service Modifications:

  • Change Voicemail: Change your existing voicemail features. Enter in Description for which option you would like.
    • Basic: 90 messages, 3 minutes length each, $4/month
    • Announcement Only: 8 minutes greeting for information, does not take messages, $12/month
    • Voicemail sent to email: Voicemail messages are sent to an email as a WAV file. If the voicemail is listened and deleted via the WAV file in the email, the message will still need to be deleted by the user logging into the Voicemail Mailbox. Please provide extension & email address.
    • Voicemail sent to phone: Voicemail messages are forwarded to a phone number (usually a personal cell phone). When the user receives the call, the user must enter their voicemail security code to listen to the message. Once the message is deleted, it is also deleted from their Voicemail Mailbox. Please provide the extension and phone number.
  • Disconnect Voicemail: All voicemail messages will be deleted after completion
  • Change Location: Change location of a phone
  • Disconnect Telephone: Disconnect a phone that is no longer in use
  • Equipment Upgrade: Upgrade your phone
  • Equipment Downgrade: Downgrade your phone
  • Software Change: Add a software change to your phone and enter in Description. Software change example:
    • Add MDN: An MDN is a line appearance of another extension on your phone. It enables you to see when the extension is in use (solid light) or if the extension is ringing (flashing light).
    • Add MNS: An MNS is an MDN of an extension but also a speed dial of the extension. When the line is not in use, you can press the MNS line and it will dial the extension.
  • Sabbatical Disconnect: A sabbatical disconnect will temporarily cease phone service for an extension. The customer keeps the phone instrument. When they are ready to activate the line again, they submit a request for a sabbatical reconnect. Monthly charge of $3/mo for the duration the extension is on sabbatical.
  • Sabbatical Reconnect: Request once the sabbatical disconnect is no longer needed. No charge.
  • Additional/Remove Ext of: To add another jack with the same extension. Often confused with MDN/MNS. For analog lines ONLY. Digital lines CANNOT have two phones with the same main extension number. The location of the additional line must be in the same building, same floor as the original extension.
  • Headset Install: Customer must provide instrument. If unsure if instrument is compatible, send an email to oit@uci.edu.
  • Auto Attendant (Call Tree): Voice menu system that allows callers to be transferred to an extension without going through a telephone operator or receptionist
  • Call Log Report: Receive a call log report for a specific extension.
  • ACD Group: Create/change a ACD Group. For more, see ACD Information and How to Order.
  • ACD Agent: Add/remove a ACD Agent. For more, see ACD Information and How to Order.

How do I submit a disconnect telephone order?

  1. Go to the Telephone Service Request.
  2. Select 'Modify Existing Service' in the drop-down box.
  3. In the 'Instrument Type' and 'Calling Area,' keep option as "--None--" if no change.
  4. Under 'Service Modification,' select the type of service you would like to request.
    • For requesting a phone disconnect, select 'Disconnect Telephone.'
  5. Under 'Request Type,' select 'Single.'
  6. Enter the extension of the telephone.
  7. Enter the current building, room, and floor information.
  8. Select Order Now to complete the order.

How do I change the location of a phone?

  1. Go to the Telephone Service Request.
  2. Select 'Modify Existing Service' in the drop-down box.
  3. In the 'Instrument Type' and 'Calling Area,' keep option as "--None--" if no change.
  4. Under 'Service Modification,' select the type of service you would like to request.
    • For requesting a phone location change, select 'Change Location.'
  5. Under 'Request Type,' select 'Single.'
  6. Enter the extension of the telephone.
  7. Enter the current location of the phone and new location of where the phone will be moved.
  8. Select Order Now to complete the order.

How do I upgrade/downgrade my equipment?

  1. Go to the Telephone Service Request.
  2. Select 'Modify Existing Service' in the drop-down box.
  3. Under 'Instrument Type,' select the appropriate instrument.
    • Digital: Most standard UCI phones
    • IP: Restricted to some buildings. Email oit@uci.edu to find if your building is eligible.
    • Analog Desk Phone
    • Analog Wall Phone
    • Analog line: Used for customers-owned analog instruments (i.e. Polycom conference units or phones)
    • Analog Fax: Used for fax/credit card machine
  4. Under 'Calling Area,' select the appropriate change or "--None--" if no change.
  5. Under 'Service Modification,' select the type of service you would like to request.
    • For requesting an equipment change, select 'Equipment Upgrade' or 'Equipment Downgrade.'
  6. Under 'Request Type,' select 'Single.'
  7. Enter the extension and current location of the phone of the telephone.
    • If not doing a phone move, do not enter the new location.
    • If doing a phone move, enter the new location.
  8. Select Order Now to complete the order.

I would like to submit a software change (i.e. call divert, voicemail feature).

  1. Go to the Telephone Service Request.
  2. Select 'Modify Existing Service' in the drop-down box.
  3. In the 'Instrument Type' and 'Calling Area,' keep option as "--None--" if no change.
  4. Under 'Service Modification,' select the type of service you would like to request.
    • For requesting a software change, select 'Software Change.'
  5. Under 'Request Type,' select 'Single.'
  6. Enter the extension and current location of the phone of the telephone. Do not enter a new location.
  7. Enter the software change you would like in the Description.
  8. Select Order Now to complete the order.

Voicemail features to request: 

Voicemail sent to email: Voicemail messages are sent to an email as a WAV file. If the voicemail is listened and deleted via the WAV file in the email, the message will still need to be deleted by the user logging into the Voicemail Mailbox. Please provide extension & email address.

Voicemail sent to phone: Voicemail messages are forwarded to a phone number (usually a personal cell phone). When the user receives the call, the user must enter their voicemail security code to listen to the message. Once the message is deleted, it is also deleted from their Voicemail Mailbox. Please provide the extension and phone number.

I need a phone cord replacement/repair.

Please send an email to oit@uci.edu and provide the phone's extension and a summary of the issue. Do not submit the Telephone Service Request.

I forgot my voicemail security code and I need access.

Please go to the Voicemail Troubleshooting page for information on how to reset your Voicemail Security Code.

I am having trouble (software/hardware) with my current telephone.

Please send an email to oit@uci.edu and provide the phone's extension and a summary of the issue. Do not submit the Telephone Service Request.

When should I not submit this form?

  • In the event you would like to request the installation of a new network jack, relocate a existing jack to a new location, or have an existing jack modified, please use the Network Service Request.
  • In the event you would like to request for a project consulting service, please use the Project Consulting Service Request.
  • If you would like to report an issue with an existing telephone, send an email to oit@uci.edu and provide the extension, location, and brief description.

I've looked at the questions above but I'm still having trouble.

If you're still having trouble, feel free to open a ticket. When doing so, please provide the following:

  • Your full name
  • Your UCInetID (the first part of your email address, not your ID number)
  • A detailed description of the issue

Failure to provide this information will delay our response.

Return to the OIT Help Center.

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