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title: "Telephone Coordinator QuickStart Guide"
canonical: "https://tech.calpoly.edu/space/CPKB/2902097931/Telephone%20Coordinator%20QuickStart%20Guide"
format: markdown
---
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. *(Click each of the headings below to view how-to steps for each task/procedure)*
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> The simplified [Support Center ](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/513802260)ticket for [Campus Phone Services](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/10/create/168) is organized based on the phone type you can select from a drop-down menu when submitting the request (as shown below):
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> (Learn more about the [https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2784165916](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2784165916) )
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> **STEP 1 |** From your Cal Poly portal, click the **HR Administration link**, listed under My Apps.
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> **STEP 2 |** From the top of the PeopleSoft homepage, select ***Main Menu > Workforce Administration > Personal Information > Modify a Person****.*
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> **STEP 3 |** Enter the employee’s **Empl ID or Name**.
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> **STEP 4 |** Click the **Correct History **button.
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> **STEP 5 |** Click **Edit/View Address Detail.**
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> **STEP 6 |** Update the **Effective Date **with the date that you are making the updates, then click **Update/View Address.**
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> **STEP 7 |** Enter the **Building Number** in the Address 1 field, and enter the **Room Number** in the Address 2 field, then click **OK**.
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> | ****Notes on Entry Standards**** |
> | **San Luis Obispo Campus**
- Building Number is 3 digits
> - Room Number is 4 digits
**Example:**
- Building: 001
> - Room: 200B | **Solano Campus**
- Building Number is ‘SC-‘ followed by 3 digits
> - Room Number is 4 digits
**Example**:
- Building: SC-001
> - Room: 0102 | **Fully Remote**
- Building Number is ‘000’
> - Room Number is REMOTE
**Example**:
- Building: 000
> - Room: REMOTE |
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> > ℹ️ **REMOTE (000/REMOTE)** is a valid location for staff and faculty members
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> **STEP 8 |** Click **OK** again.
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> **STEP 9 |** You will see that the employee’s location has been updated. Click **Save**.
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> *You have successfully added an employee’s office location!*
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> **STEP 1 |** From your Cal Poly portal, click the **HR Administration link**, listed under My Apps.
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> **STEP 2 |** From the top of the PeopleSoft homepage, select ***Main Menu > Workforce Administration > Personal Information > Modify a Person****.*
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> **STEP 3 |** Enter the employee’s **Empl ID or Name**.
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> **STEP 4 |** Click the **Correct History **button.
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> **STEP 5 |** Click **Edit/View Address Detail.**
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> **STEP 6 |** Update the **Effective Date **with the date that you are making the updates. Then click **Add Address**.
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> **STEP 7 |** Enter the **Building Number** in the Address 1 field, and enter the **Room Number** in the Address 2 field, then click **OK**.
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> | --- |
> | ****Notes on Entry Standards**** |
> | **San Luis Obispo Campus**
- Building Number is 3 digits
> - Room Number is 4 digits
**Example:**
- Building: 001
> - Room: 200B | **Solano Campus**
- Building Number is ‘SC-‘ followed by 3 digits
> - Room Number is 4 digits
**Example**:
- Building: SC-001
> - Room: 0102 | **Fully Remote**
- Building Number is ‘000’
> - Room Number is REMOTE
**Example**:
- Building: 000
> - Room: REMOTE |
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> > ℹ️ **REMOTE (000/REMOTE)** is a valid location for staff and faculty members
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> **STEP 8 |** Click **OK** again.
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> **STEP 9 |** You will see that the employee’s location has been updated. Click **Save**.
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> *You have successfully updated an employee’s office location!*
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> Once access has been granted by Pinnacle Telephone Administrators, you can view and print your department’s telephone bills:
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> 1. Log in to the **Cal Poly Portal**.
> 2. Go to **My Apps** and select Telephone Administration.
> 3. Follow the step-by-step instructions here: [https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/850657479](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/850657479) .
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> > ℹ️ **For billing questions, submit a ****[Support Center ticket ](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/10/create/168)****to *****Campus Phone Services*****.**
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> > ⚠️ **IMPORTANT**
> > ⚠️ Only use the **Support Center forms available on the Cal Poly Portal **when requesting any of the following:
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> > ⚠️ - Soft Phone or landlines added, moved, or deleted
> > ⚠️ - Cell phone and/or billing changes
> > ⚠️ - Updates to directory entries for your staff/faculty
## The 4 Main Types of Phone Requests/What They Are Used For
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> Used to:
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> 1. Request new cellular phones and devices from our government cellular vendor (Verizon)
> 2. Change features to the cellular plans
> 3. Report a problem with cellular service for troubleshooting
> 4. End cellular service
> 5. To assign a different user or chartfield for the cellular service in billing
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> Used to:
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> 1. Request new phone lines; to have phone line(s) moved
> 2. To cancel phone lines; to assign an existing phone line to a new employee
> 3. Report a problem with phone service for troubleshooting.
> 4. Update the Voice mail box associated with the phone line.
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> Used to:
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> 1. Request new phone lines; to have phone line(s) moved
> 2. Cancel phone lines
> 3. Assign an existing phone line to a new employee
> 4. Report a problem with phone service for troubleshooting.
> 1. This includes old Aastra/Ericsson digital phones, classroom phones, emergency & courtesy phones, fax lines, alarm lines, and other phone lines attached to devices that aren’t mobile.
> 5. Update the voicemail box associated with the phone line.
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> Used to:
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> 1. Request Call Center Agent accounts and/or phone lines for both staff and student assistants
> 2. Cancel Agent accounts and phone lines
> 3. Assign an existing Call Center Agent phone line to a new employee
> 4. Report a problem with Call Center Agent for troubleshooting.
Click to view the plain text version of the above 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:
- Ensure staff/faculty have an extension.
- Update the Cal Poly Directory with the correct assignment.
- Avoid leaving employees unlisted (shows up in reports).
## Notes/Helpful Resources
- [https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3624665101](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3624665101)
- Please review the complete responsibilities here: [https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425476](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425476).
- For questions about what Telephone services and features are available: [https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425154](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425154)
- You have been added to the Telephone Coordinators email list for updates on outages, system changes, and new features.
> ✅ ### **Questions?**
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> ✅ 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!