Go Directly to Page Content
Go Directly to Site Search
Go Directly to Site Navigation
ITS Networking & Telecommunications

ITS Comm Policies

The purpose of these policy guidelines is to answer frequently-asked questions and specify user responsibilities that apply to The University of Michigan Telecommunications Services.

Billing and Charges

Sending a Hard Copy Fax

Hard copy faxes are sent over telephone lines just as if you were making a phone call. Long-distance telephone charges are incurred when the recipient is out of the local calling area. Some fax machines are programmed to auto redial until the document is successfully transmitted. During these successive attempts, the sender may incur charges for connecting but not transmitting. Faxes are charged as long-distance or local calls from your telephone and will appear on your phone bill as such.

Charged-for Unanswered Calls

In many circumstances, if a long distance or local call is allowed to ring more than five times, a connect fee will be registered by an intermediate carrier and passed along to University and then to the caller. This long-distance or local charge is also the caller's responsibility.

Flash-Hook Redial

The connection between you and the last number dialed will disconnect after depressing the flash-hook button. The connection will remain active and your account will continue to accrue usage charges for the call when the flash-hook button has not been depressed for sufficient time to disconnect the call. This also may result in an unintentional continued or three-way calling. These accidental charges are nonetheless the callers responsibility.

Dispute Resolution/Credit Policy

Type of Dispute Resolution
If ITS Comm has not billed for installed service(s): Then billing will begin as of the date that ITS Comm discovers or is notified of the error.
If ITS Comm continues to bill for discontinued service(s), and documentation is available: Then billing will stop as of the date that ITS Comm disovers or is notified of the error. Credits can only be given for charges within the current fiscal year.
If ITS Comm continues to bill for disconnected service(s), and documentation is not available: Then billing will stop as of the date ITS Comm discovers or is notified of the error.
If ITS Comm continues to provide and bill for service(s) that the Unit believes that a disconnect request, via the Telephone Service Request form, had been previously submitted: Then service and billing will stop as of the date that ITS Comm receives a new disconnect request, via the Telephone Service Request form.

Disputed Charges

ITS Comm can assist in answering questions you may have about your bill. If you feel you were incorrectly billed for any calls or services, contact the Bill Inquiry Group at 763-2000.

Use of Phone Numbers

Dormant Phone Numbers

Once a phone number has been disconnected, it will remain unassigned for a period of three months. At that time, the phone number will be re-circulated and put back into active use.

Telephone Location & Life Safety

The University of Michigan is committed to protecting the safety of students, faculty, staff, and the community as they teach, learn, work, or visit our campuses. Part of ensuring life safety across campus is allowing Information and Technology Services (ITS) to provide the Department of Public Safety & Security (DPSS) accurate location and call-back information if individuals call 911 from our university phone numbers. This means that:

  • ITS will document initial location (e.g., campus, building, room, and floor) information for telecommunication devices when they are initially installed.
  • ITS will configure single lines with appearances in multiple locations such that individual locations have unique primary numbers and locations assigned to these numbers.
  • ITS will assign a "home" location for university-owned telecommunications devices or personal devices running university provisioned telephone service.
  • Units are required to update ITS if the location of a telecommunication device is changed over time.

This effort aligns with the university's Safety, Health, and Environmental Policy (SPG 605.01) which strives to improve safety practices in light of advances in technology and new understandings in safety, health, and environmental science.


Depending on the type of telecommunications device, the process varies.

Traditional Telephone System Devices

Traditional phones use legacy dialtone connections to place phone calls.

Responsibility Action
  • Moves the line and/or device to the new location.
  • Update location and life safety information in university systems.

Voice Over IP Phones

VoIP phones use a data connection to place phone calls.

Responsibility Action
  • Create an Online Service Center request or call 734-76(3-2000) to report a phone location change, or
  • Call 734-76(3-2000) to report a location change that has already occurred.
  • Update location and life safety information in university systems.

Soft Phones and WiFi Phones

Soft phones are applications running on a device (e.g., computer, tablet, cellular phone) used to make voice calls.

WiFi phones are VoIP handsets that use a WiFi connection instead of a hard-wired connection to communicate with the university telecommunications system.

At the time of activation, the unit provides ITS with a "home" location which becomes the default location data ITS reports to DPSS for location and life safety purposes. Campus "home" locations typically include building, floor, and room information.

Responsibility Action
  • Call 734-76(3-2000) to report a "home" location change.
  • Update location and life safety information for the "home" location in university systems.
  • Educate unit staff and faculty to consider using a cellular phone, if possible, when calling 911 when the soft or WiFi phone is away from the home location. First responders have a better chance of determining a location in this instance if the caller is unable to communicate.

Cellular Phones

In some cases university employees are using university issued or personal cellular phones for university business. ITS is not responsible for maintaining location information held by cellular vendors.

The university shall not be held liable or responsible for any damages resulting from the inability to precisely identify a user's location while using these phones. Units are expected to communicate these expectations to faculty and staff.

Equipment Compatible with the University Phone System

A list of university supported devices can be viewed online.

Unused Voice Mail Boxes

Mailbox un-accessed for 90 continuous days

If more than 90 days has elapsed from the last point of message retrieval for a voice mail box then that mailbox will be placed in DORMANT status.

Once in a DORMANT status, the owner of the voice mail box will be contacted by ITS Comm via email. This communication will be sent to the voice mail box owner (and the contact person listed on the original request, if different). At this point we will request a clarification of the status of the box, that they retrieve and delete the stored messages and the future intentions of its owner. We will also inform the mailbox owner that if we do not hear from them within 30 days of receipt of the email, the mailbox and messages will be deleted, and monthly charges will be suspended.

Mailbox un-accessed for 120 continuous days

If there is then no activity after 120 days from the last point of message retrieval, after 30 days of DORMANT status and if we have not heard from the mailbox owner , the mailbox and messages will be deleted, and monthly charges will be suspended.

Through out this process, every attempt will be made to work with the customer, as necessary, to find a better technical solution; one that still effectively meets the customers' requirements yet does not cause system problems on our end.