Connect & Communicate

Policies and Procedures

Policies and Procedures

To Order Service or Questions: or call 206-221-5000

Policy and Procedure Overview


UW Information Technology (UW IT) supplies most telecommunications equipment for use by UW departments. UW IT is a self-sustaining unit, and operates in a manner designed to recover most costs for equipment and services provided. UW IT analysts assess user needs and provide ongoing support.

Level of Service Provided

The Dean or Vice-President of requesting units, generally determines the level of telecommunications service.  Costs for equipment and services provided are charged to the requesting department budget.   The Grant and Contract Accounting Office may need to provide additional approval for grant budgets.

Equipment and Services Offered

Telecommunications equipment and services will be provided on an as-requested basis, subject to University and UW IT guidelines. Exceptions to equipment and services provided include answering machines, fax machines, modems, and some limited-use special equipment. Answering machines are not supplied, supported, nor recommended by the UW IT. Fax machines and modems are also not supplied nor supported, but can be acquired at the discretion of the end user department.

UW departments are responsible for providing the following telephone equipment: Single line telephone sets, 2-line telephone sets, and 4-line telephones using RJ11C or RJ14C jacks, modular privacy devices, and headsets.  UW IT policies regarding customer responsibilities and guidelines for purchasing equipment are listed on the Customer-Purchased Telephone Equipment Policies and Guidelines web site.

UW IT will continue to provide fully-managed solutions and be available to assist you with your communications requirements to ensure that you have the best solutions for your needs.

Installing New, and Changing Existing Services

UW IT takes care of telephone service changes needed within a location, as well as between locations, and/or, the functional changes due to the evolving needs of your organization.  Provide UW IT with a detailed description of your needs, including, but not limited to, your current building name and room numbers,  phone numbers involved, description of changes or function desired, and an on-site contact name, telephone number, and location when requesting service connections and disconnections.  If moving to a new location, provide the new building name and room number.  A budget number for applicable one-time and recurring monthly charges is required to submit orders.

Discontinuing Services

Services remain active and any related monthly service charges for them, continue to accrue, until UW IT is notified to have the services cancelled and all associated leased equipment retrieved.  The responsible department budget will be charged the current replacement cost for any leased equipment that is not returned upon service disconnection.  Contact UW IT to schedule disconnection of services that are no longer needed.

Repair Policy

UW IT does not charge to repair UW IT leased equipment nor services incurring monthly charges.  Department budgets are charged for repairs when a monthly fee is not paid.  If UW IT repair is dispatched to resolve trouble that is not found to be caused by UW IT service or equipment, the current repair visit charge will be billed to the appropriate department budget and the trouble will not be repaired, as UW IT cannot work on services or equipment we do not own.


New buildings, remodels, and wiring projects are required to conform to certain telecommunications infrastructure standards as provided in the UW Facilities Design Information (FDI) manual. Costs incurred in meeting these requirements are valid capital projects charges, and will be billed accordingly.

Unauthorized Changes to the University Telephone System

a. Installations

Unauthorized installations are frequently found to be in violation of safety and installation code standards, and may be removed upon discovery. A service charge will be assessed for equipment removal and reinstallation, as well as for repair to any damaged property.

b. Relocations

All relocations or extensions of UW IT telephone sets must be coordinated through the UW IT.

c. Auxiliary Devices

The installation of wire, cable, or jacks for user-owned auxiliary devices such as call sequencers, auto-dialers, data sets, and music-on-hold, must be coordinated through the UW IT. Any cable or wiring installed by a user department that is found to be out of compliance with UW IT standards will require correction at  the users expense.

Employee Safety on Job Sites

UW IT, in concert with Environmental Health & Safety (EH&S) developed a process to ensure the safety of our employees in response to employee safety concerns.   When orders require UW IT employee dispatch, an inquiry will be made about hazards, health, and safety issues UW IT personnel will face at the work location.  If such conditions exist, we will request for the specific hazard and risks, what training is required for our employees, and if any Personal Protective Equipment (PPE) is needed. This information will be noted on the Telephone Service Order (TSO).

If hazards, health or safety issues are unknown, your department’s Health and Safety Coordinator will need to contact UW IT with this information before a UW IT employee is dispatched to the work location. UW IT employees will not be dispatched to a potentially hazardous work site until all required training is complete, PPEs are in place, or the hazard no longer exists.

It is the policy of the UW and UW IT, to provide and maintain, safe and healthy working conditions, to follow operating practices that safeguard all employees, the public, and result in safe working conditions and efficient operation. We are committed to ensuring that our staff is safe.

For information on developing a departmental safety plan please visit the EH&S website.

Thank you for your attention to this matter and for distributing this important information to affected employees of your department.

Customer-Purchased Telephone Equipment Policies and Guidelines

Customers who purchase their own equipment are responsible for its reliability and its suitability for their departmental needs. In addition they are responsible for ensuring that it is compatible with existing UW IT equipment that they may use either currently or in the future, and that it conforms to all university-wide UW IT policies. Please contact the UW IT to discuss these requirements if you are not familiar with them.

Single Line Telephone Set, 2-line Telephone Set, and 4-line Telephones

  • Dial tone is provided and wired by the UW IT.
  • Set(s) must be FCC registered, modular plug equipped and analog capable.
  • 2- and 4-line telephones must connect to RJ11C or RJ14C telephone jacks.
  • Customer is responsible for telephone jack installation charges.
  • Customer is responsible for programming the set features (speed dial, intercom buttons, etc.).
  • Customer is responsible for repair, including battery replacement.  Repair costs for trouble found to be caused by customer owned equipment will be charged to the responsible department.

Features such as Caller ID and Visual Message Waiting may not be compatible with all single line telephones.

2.4 Gigahertz cordless telephones are not recommended because of possible interference with campus wireless data.

Modular Privacy Devices

  • Customer is responsible for installation.
  • Customer is responsible for repair.  Repair costs for trouble found to be caused by customer owned equipment will be charged to the responsible department.


  • Please see this page for information about headsets and adapters for use with UW phone systems.
  • Customer is responsible for repair, including battery replacement. Repair costs for trouble found to be caused by customer owned equipment will be charged to the responsible department.

Fax Machines

  • Dial tone and jack are provided and wired by the UW IT.
  • Customer is responsible for installation of the fax machine.
  • Customer is responsible for programming the fax features.
  • Customer is responsible for repair.  Repair costs for trouble found to be caused by customer owned equipment will be charged to the responsible department.


  • Dial tone and jack are provided and wired by the UW IT.
  • Customer is responsible for installation of the modem.
  • Customer is responsible for repair.  Repair costs for trouble found to be caused by customer owned equipment will be charged to the responsible department.

Guidelines for Purchasing Equipment

Examples of the types of telephones available for customer purchase include the Cortelco 2-line set and the Bell Sonecor 4-line telephone. These sets may be purchased through Graybar (206-701-3029 or 800-654-1006) at a discounted rate for UW departments.

Modular privacy devices are available and may be purchased through the UW IT.

NOTE:  UW IT leases the proprietary adapters (AT&T model 500A) for the Avaya 8400 series phones. 

Unauthorized Long Distance Calls


Personal long distance calls may not be charged to the University long distance system. Any long distance personal calls made from University telephones must be charged to a personal credit card, or other non-UW billing number. Dialing instructions for using a personal credit card or charging a long distance call to a non-University billing number is available here.

Unauthorized Long Distance Calls

The UW IT will assist in identifying unauthorized toll calls.  User departments will be charged for any long distance calls made from telephones within their system unless these calls can be identified and recharged to another number or person.

Collection Procedures

Each UW department is responsible for reviewing its monthly telephone bill, and identifying any amounts incurred by individuals making personal or otherwise unauthorized long distance calls.

If the user department is able to identify the caller, immediate payment for the cost of the call plus any applicable taxes will be requested. The check should reference the departmental budget which is to receive credit, should be made out to the University of Washington, and should be sent to UW IT Business Operations, Box 354844, for processing. If payment is not made within 30 days, user departments should refer the matter to the Receivables Collection Office.

Unidentified Callers

If departmental records indicate an unauthorized toll call, and the caller cannot be identified, the UW IT may be able to assist in determining the caller’s identity. For more information, contact the UW IT by sending email to or by calling 206-685-7711.

Unauthorized UWATS Calls

For UWATS calls in which an authorization number has been fraudulently used, the UW IT will assist the user department in any way possible. It should be noted, however, that credit will not be given in cases where a legitimate authorization code has been fraudulently used. Authorization codes can be changed immediately upon request by the department or individual to whom the code is assigned. Upon the departure of an employee with UWATS privileges, UW IT should be contacted immediately to cancel that employee’s authorization number.

Authorization code security is the responsibility of each assigned user, group, or department. UW IT does not recommend the assignment of an authorization code to more than one person.  Individual authorization code assignments help to support overall system accountability.

Use of State Resources (WAC 292-110-010)

Department Relocations

In the event of telephone or other telecommunications service relocations, normal installation charges apply. Installation charges are generally dependent on the type and extent of the service(s) involved, and on the nature of the future facilities.

Current UW IT policy states that once an Ethernet connection is installed it may be used at the installed location without recurring charge. If you are moving to a building off campus, monthly rates may apply. You can verify these costs by contacting  If facilities are required at your new location, and/or remodeling requires moving an existing connection, normal installation charges will apply.

Contact the UW IT for Ethernet or other computer cabling relocations and for telephone or other telecommunications service relocations.


UW IT can determine if ethernet connections already exist at your new location, or conduct a survey to determine if facilities are adequate for service. Typical network installation currently requires two week advance notice.

When you know what rooms you will be relocating to, and what your ethernet requirements will be, relay the following information to the UW IT:

  • Equipment and services needed
  • Date of the move
  • Current and new locations
  • Department name
  • Budget or grant number(s)
  • Current telephone number(s)
  • Current IP address(es)

Telephone and other telecommunications services

Discuss with your office staff the telecommunications services needed at your new location. To find out what’s available, and to help determine the appropriate level of service for your office, contact the UW IT and speak with an analyst.

When you are ready to place an order, relay the following information to UW IT:

  • Equipment and services needed
  • Date of the move
  • Current and new locations
  • Department name
  • Budget or grant number(s)
  • Current telephone number(s)

Off-Campus Locations

All costs associated with the moving and installation of telecommunications equipment will be billed to the appropriate budget or grant number(s).

Last modified: July 9, 2013