Telephones IT and Library Services

Basic Description:

This service covers all of your University telephone needs; the basic service includes a handset and extension but there are also a number of additional features available to enhance the service. These include pick up groups (to enable colleagues to answer each other's calls), hunt groups (so a whole team can be reached on one extension), voicemail (to allow callers to leave a message when you can't answer your phone) and mobile phones for working away from your desk.

Cost and call summary reports are available from the Concerto call logging system to help faculties and offices to monitor call costs.

A dedicated contact centre system is provided for a number of Student Services functions, which provides more advanced management of inbound calls and integration with the Student Enquiries service, especially at clearing.

Key Features / Benefits:

    • Provision of fixed line telephone
    • Moves and changes to fixed line handsets
    • Changes and provision of mobile and smart phones
    • Speed dial lists
    • Pick up groups
    • Hunt groups
    • Call Forwarding/Diversions
    • Regular monthly cost analysis reports to faculties and offices
    • Ad hoc call cost reports will be supplied when requested with the appropriate authority Voicemail (please see the Voicemail service entry)

Our Responsibility:

ILS will maintain the servers, applications and infrastructure necessary to provide this service.

IT Service Desk staff will attempt to answer any query related to this service.  If they are unable to do so, or provide the customer with the information that they require, the matter will be referred to another member of staff with the relevant expertise or responsibility.

All calls to the IT Service Desk are logged and the customer will be given an incident reference number to assist in tracking progress of the incident or request.

Customer Responsibility:

Users are actively encouraged to housekeep their voicemail box and to change their personal greeting, daily if necessary, to correspond with changes in work patterns or absences.

To report any problems with this service to ILS via the IT Helpdesk (Ext 7555) or e-mail

To provide the IT Helpdesk or any member of ILS staff with their username and contact details for incident logging purposes, and as much detail of any incidents of problems observed, including times and dates when possible.


This service may be subject to the standard Tuesday morning 7am – 9am routine maintenance period.

There are no other restrictions to this service other than eligibility

Customer Service Issues:

Any dissatisfaction with the service should be addressed in the first instance to the IT Service Desk:
Telephone: 020 8331 7555, visit the IT Service Desk pages or you may also submit a query online

Support Hours:

Core support hours 09.00 – 17.00 weekdays other than University and Bank Holidays.

Further information on telephone handsets, user guides and FAQs, please
visit the Advanced Communications Project pages

Staff contact information is available via the search function in the portal.

Last updated: 23 Aug 2017