Telephone Coordinator QuickStart Guide

This article outlines the Department Telephone Coordinator’s responsibilities, how to access billing information, and how to submit requests for phone services.

Your Role & Responsibilities

As a Telephone Coordinator, you are responsible for managing your department’s phone services. Please review the complete responsibilities here: Telephone Coordinator Responsibilities .

Accessing Phone Bills

Once access has been granted by Pinnacle Telephone Administrators, you can view and print your department’s telephone bills:

Log in to the Cal Poly Portal.
Go to My Apps and select Telephone Administration.
Follow the step-by-step instructions here: View Pinnacle Bill for Legacy Desk Phones .

For billing questions, submit a Support Center ticket to Campus Phone Services.

IMPORTANT
Only use the Support Center forms available on the Cal Poly Portal when requesting any of the following:

Soft Phone or landlines added, moved, or deleted
Cell phone and/or billing changes
Updates to directory entries for your staff/faculty

Requesting Telephone Service(s)

The simplified Support Center ticket for Campus Phone Services is organized based on the phone type you can select from a drop-down menu when submitting the request (as shown below):

(Learn more about the Difference Between Desk Phone, Mobile Phone, Soft Phone, & Call Center )

The 4 Main Types of Phone Requests/What They Are Used For

(Click each of the headings below to view what they are used for)

Campus Phone Directory Updates

In addition to the Campus Phone Services, there is also a Support Center ticket for Campus Phone Directory Updates. These are used to add or update what phone extension and office location is displayed for a staff or faculty member in the Cal Poly Directory.

REMOTE (0/Remote) is a valid location for staff and faculty members

Importance of Staff/Faculty Office Location Updates [INFOGRAPHIC]

Why Office Location Updates Matter

What’s Happening?

Monthly reports are sent to upper management that list staff/faculty without office locations in the Cal Poly Directory.
Telephone Coordinators are responsible for submitting updates.

Why It’s Required

A legislative bill mandates that Cal Poly must know where employees work.

The Challenge:

Cal Poly’s system is phone-based, not person-based.
Office location = phone extension location.
If no phone extension is assigned → no location is recorded.

Key Points

Staff must have an extension to appear with a location.
Using a department’s main line is allowed.
- But: the location will default to the main office, not the individual’s office.

What This Means for Telephone Coordinators

Telephone Coordinators need to:
1. Ensure staff/faculty have an extension.
2. Update the Cal Poly Directory with the correct assignment.
3. Avoid leaving employees unlisted (shows up in reports).

Notes/Helpful Resources

For questions about what Telephone services and features are available: Desk Phone, Softphone, & Voicemail
You have been added to the Telephone Coordinators email list for updates on outages, system changes, and new features.

Questions?

Please feel free to contact us with any questions or if you have any difficulty with your requests. Welcome aboard, and thank you for supporting your department as a Telephone Coordinator!