Submitting a telephone request:

To submit a new request, please create a service desk request at www.albany.edu/its/help or email askIT@albany.edu with "Telephone Request" as the subject line. If in doubt, feel free to submit a service ticket and we'll walk you through what information we need to complete your request.

If applicable, please include the following:

• Extension number
• Device type - Telephone, Jabber for desktop, Jabber for cell phone, Conference phone, panic button, emergency phone etc.
• Change requested - See list below
• Location - Building, Room, Jack
• Name, NetID, email address of person to be assigned to phone (Optional)
• Line Appearance - Does this device need to be able to pick up other people's lines?
• Voicemail - Does this device need a voicemail box?
• Calling capability - Does this device need to call outside of the Continental US?
• Other notes

Types of requests that ITS completes:

Please submit a request to ITS if you need to do any of the following

• Activate a new phone, desktop Jabber account, or Mobile Jabber account
• Update the voicemail settings on a phone
• Update a phone for a person leaving your department or joining your department.
• Update the line appearances or other programming on the phone
• Update the 911 location when phones are moved to a different location.
• Update the calling capability to International
• Disconnecting a phone

Types of requests that you can complete:

• Moving your VoIP phone from one location to another. Please be sure to let ITS know so we can confirm the 911 information for the new location
• Change your ringtone
• Change your voicemail Pin (Password) if you have forgotten it.
• Change a line on your phone to flash instead of ring and vice versa
• Purchase a phone. Once purchased, please send the MAC address to ITS to program the phone. 

Types of requests that HR completes:

• Update the directory listing for Outlook, Jabber, and the online directory
  • State Employees
  • RF employees