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ITS Networking & Telecommunications

Faculty & Staff Billing FAQ

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Phone Changes

How do I have a Feature discontinued or removed from my telephone?

Changes in telephone features can be made through the Online Service Center (OSC) under Add/Cancel Phone Features. Non-billable features can also be changed by contacting ITS Comm Billing at (734) 763-2000 or itscommbill@umich.edu.

How do I have a Directory Number/Phone Line disconnected?

A request to disconnect a directory number or phone line can be made through the Online Service Center (OSC) under Disconnect a Phone Line.

How do I have a Directory Number/Phone Line moved to a different location?

A request to move a directory number or phone line to a different location can be made through the Online Service Center (OSC) under Move a Phone Line.

What if there is a Directory Number on my Inventory and Location Report that has no location?

If the Directory Number in question is a Primary Directory Number (that is, it is on Key One of a set), the location should be indicated on the report. Contact ITS Comm Billing at (734) 763-2000 or itscommbill@umich.edu to have this corrected. However, if the Directory Number is not a Primary Directory Number (not on Key One of a set), or if it is DATA, VIDEO, AUTH CODE or CALLING CARD, there is no location information for these types of service numbers.

ChartFields

How do I change the ChartFields that one or more of my Services or Directory Numbers are billing to?

Credits

How can I receive a credit for an erroneous charge?

Please send your request for credit to itscommbill@umich.edu. Credits are issued in accordance with ITS Comm Policies.

Monthly Billing

How does the monthly ITS Comm billing cycle work?

The billing cycle runs from the 20th of the month to the 19th of the next month. All changes and charges processed during this time period by ITS Comm are submitted to M-Pathways, which in turn provides the data to Department ID Managers via the Statement of Activity, Account Usage, and Monthly Charge Detail. After the data has been submitted to M-Pathways, all ITS Comm Reports are available to view within the Online Service Center (OSC) by the end of the month after the end of each billing cycle.

Charges/Changes Processed: Will Appear on Statements
and OSC Reports for:
Jun 20 – Jul 19 July
Jul 20 – Aug 19 August
Aug 20 – Sep 19 September
Sept 20 – Oct 19 October
Oct 20 – Nov 19 November
Nov 20 – Dec 19 December
Dec 20 – Jan 19 January
Jan 20 – Feb 19 February
Feb 20 – Mar 19 March
Mar 20 – Apr 19 April
Apr 20 – May 19 May
May 20 – Jun 19 June

Why are call usage charges from last month on the current Telephone Toll Statement?

It depends on the long distance vendor that is used at the time the call was dialed. The billing period that certain vendors follow when sending the call detail to ITS does not always comply with our monthly billing cycle. ITS passes the charges along to departments as soon as the detail is received from the vendor.

Toll Statements (formerly Monthly Charge Detail)

How can I be notified when our Toll Statements are updated?

Toll Statements are available by the end of the calendar month after each monthly billing cycle. To receive email notification that new reports are available, you can add yourself to the ITSComm Monthly Notify group.

Why do the Toll Statements say "No Name Match" or "Multiple Name Matches" under user name?

Telephone user names are based on data maintained in Wolverine Access.

  • If a phone number has not been entered as a "UM Work" phone number in Wolverine Access, then "No Name Match" will be displayed in the report.
  • If multiple people have registered the same telephone number as their "UM Work" phone number, "Multiple Name Matches" will be displayed on the report. This will often happen with group numbers such as a department call-in line.

Each person must edit his or her own phone number in Wolverine Access. For more information please see How do I change the name that appears on the Toll Statements? below.

How do I change the name that appears on the Toll Statements?

Names associated with phone numbers appearing on Toll Statements are pulled from Wolverine Access using the listing of whoever shows that phone as their university work number. Each person enters his or her own "UM Work" phone number into Wolverine Access under Campus Personal Information.

Why does the location appear differently in the CSV version of the report?

Due to limitations in a CSV (Comma Separated Values) file, we are unable to show all locations if a service exists in multiple locations. If you need to see all locations of a service with multiple locations, please use the Inventory and Location Report or the PDF version of Toll Statements.

What can I do with the CSV download?

The CSV (Comma Separated Values) version of Toll Statements contains information in a format that can be opened by a spreadsheet application such as Microsoft Excel. This file can be easily manipulated and is useful for many things, such as:

  • Sort by call amount to show the most costly phone calls
  • Sort by call type
  • Delete the local or toll call information if the data is not relevant to your department
  • Copy and paste calls by a particular user into a new spreadsheet to aid in reconciliation
  • Use formulas to calculate totals and create reports

If you would like more help using Excel, please see Where can I get more help with the CSV files and Microsoft Excel? below.

How do I sort the CSV File by a particular column?

While the CSV files can be opened in any spreadsheet application, the instructions below apply to Microsoft Excel:

  1. Open the CSV file using Excel
  2. Select all of the data by clicking the box in the upper left (or use CTRL+A)
  3. In the menu, choose Data > Sort
  4. In the Sort dialog box, choose the column that you wish to sort by
  5. Click OK

If you would like more help using Excel, please see Where can I get more help with the CSV files and Microsoft Excel? below.

Where can I get more help with the CSV files and Microsoft Excel?

ITS Education Services offers a wide variety of workshops and training, including several courses on Microsoft Excel.

Obtaining More Information

How do I receive more information about an unrecognized Feature or Directory Number listed on my SOA Voucher Detail Report?

If you have an unrecognized Directory Number, take a look at the Inventory and Location Report to learn the location, charges, and associated features.

How do I receive more information about an unrecognized Feature listed on my Inventory and Location Report?

The Telephone Features page provides descriptions of the features listed on the Inventory and Location Report. If you need additional information, please contact ITS Comm Billing at (734) 763-2000 or itscommbill@umich.edu.

What if a Directory Number listed on my SOA Voucher Detail or Inventory and Location Report is a non-working number?

Please contact ITS Comm Billing at (734) 763-2000 or itscommbill@umich.edu.

Online Service Center Access

How do I change the Department ID Manager for Online Service Center access?

If you are a Department ID manager, your access to the Online Service Center (OSC) has been set up for you by ITS through M-Pathways. Should you need to change who the Department ID manager is, please go to How to Request Access for information. Online Service Center data is updated from M-Pathways weekly.

Contacting the Billing Group

How do I contact the Billing Group?

Email: itscommbill@umich.edu
Phone: (734) 763-2000