Anything that changes who a phone number belongs to, adds a service, or alters how a phone is labeled goes through an ETS Request for Help. Most of these require manager approval, and knowing that up front saves a round trip.
How to submit a request
- In a browser, go to helpdesk.fhda.edu.
- Log in with your MyPortal ID and password.
- Select Request a service then:
- For new employees, select the New Hire Employee Process category, then select New Hire Telephone/Voice Mail
- For employees in a new position, select the Transfer In Employee Process then select Transfer In Telephone/Voice Mail
- Complete the form and select Place Request button at the bottom.
Remember To Decommission Unused Phones
When an employee leaves or transfers to a new position, the corresponding Exiting Employee and Transfer Out Employee phone requests should also be made.
Quick reference: who submits what
| Request | Who should submit it | Manager approval? |
|---|---|---|
| New phone and new number for a new hire | Manager or department/division administrative assistant | Yes, if submitted by the assistant or the new employee |
| Reassign an existing number to a new hire | Manager or administrative assistant | Yes |
| Reassign a number for a position change | Manager or administrative assistant | Yes — expect a delay if the assistant or employee submits it |
| Reassign a number for a new TEA / temporary employee | Manager or administrative assistant | Yes |
| Phone and number for an interim position | Manager or administrative assistant | Yes |
| Request a different phone number | Supervisor or manager only | Yes — and a written justification. Reviewed by ETS management |
| Rename a phone | Supervisor or manager only | Yes — and a written justification |
| Long distance / international calling access | Manager or administrative assistant | Yes — manager, supervisor or dean must approve |
| Jabber soft phone provisioning | Employee | Check with your manager which type was requested |
| Jabber mobile app configuration | Employee | Check with your manager which type was requested |
| Department intercom | Employee or manager | — |
| Department email account for fax | Employee or manager | — |
| Voicemail PIN reset | Employee | No |
| USB headset for a soft phone | Employee | No — ETS has limited quantities |
| USB conference speakerphone for a soft phone | Employee | No — ETS has limited quantities |
| Office move or shuffle | Contact your College FFE Coordinator, not ETS | — |
New hires
New phone and new number
The manager or department/division administrative assistant submits the request. If the administrative assistant or the new employee submits it, electronic approval from the manager is required through the ETS Request for Help system.
Reassigning an existing number
If this is part of a faculty Office Shuffle move, the College Move Coordinator communicates the details to ETS — you don't need to submit anything. If it is not part of a move, the manager or administrative assistant submits the request, with electronic manager approval required.
Position changes, TEAs and interim positions
Position change
The manager or administrative assistant should submit the request. If the administrative assistant or the employee submits it, expect a delay while manager approval is obtained.
TEA / temporary employees
Temporary employees are not assigned personal phone numbers. The caller ID on the phone is usually a department name or function rather than a person.
If the voicemail PIN was not passed on to the new TEA and the supervisor, manager or dean doesn't know it, the manager or administrative assistant needs to submit a request, with electronic manager approval.
Interim positions
Because moves into interim positions happen often, the caller ID for the phone number shows the name of the position, not the employee temporarily filling it. Voicemail for an interim position is retrieved by telephone only — Unified Messaging is not configured, so voicemails will not appear in the email inbox.
The manager or administrative assistant submits the request for a phone and number, with electronic manager approval.
Long distance and international calling
Access must be approved by a manager, supervisor or dean, with electronic approval through the ETS Request for Help system. The manager or department/division administrative assistant submits the request.
Names on phones
The phone shows my legal name, but I go by something else
Contact Human Resources to update your preferred name. HR's record feeds into the telephone system.
Renaming a phone
A rename request must come from your supervisor or manager and must include a justification.
My name doesn't appear on the phone at all
If you are in an interim position, a TEA or a student worker, the number is most likely not associated with your CWID — which is also why voicemails don't reach your FHDA email. If this needs to change, your manager must submit the request.
Retirement
Retirees give up their phone and phone number upon retirement. A retiree is not allowed to keep the phone number for personal use, and that also applies to retirees returning under Article 19.
Moves and office shuffles
Contact your College Furniture, Fixtures & Equipment (FFE) Coordinator for moves — not ETS. For faculty Office Shuffle moves, the College Move Coordinator handles the phone details with ETS.
Other services you can request
- Intercom. The Cisco VoIP system has an intercom feature. Submit an ETS Request for Help to have it set up for your department.
- USB headset or handset for a soft phone. ETS has a limited number available. Departments are otherwise responsible for purchasing their own — see Phone Options for recommendations and the approval threshold.
- USB conference speakerphone. For soft phone users who need a better speaker for conference calls with several people in the office. ETS has limited quantities available.
- Fax server setup. See Fax Server (Imagicle StoneFax).
- Voicemail distribution lists over 25 members. Contact ETS.
- Accessibility accommodations. ETS works with visually impaired employees directly on options.