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For further information and guidance, please contact Telecoms.

Tel: 020 7955 5000

Email: imt.servicedesk@lse.ac.uk|

Frequently asked questions

Pre-Migration Questions

General Telephony Questions

What new telephony features and communications tools can staff expect to be available to them?

Some of the new services and features available to staff will include:

  • A new voice over Internet Protocol (IP) handset that will integrate with a user's main PC.
  • Office Communicator Server ("OCS") desktop application that enables the following:
    • Enhanced 'Presence'. The presence capability shares a user's real-time status information (for example, available, offline, busy, in a meeting, in a call) with other OCS users throughout the School.
    • Integration with Microsoft Outlook such that a user's presence can be seen in Outlook where a user's name appears in the 'from', 'to' or 'copy' fields of an email.
    • Integration with a user's Microsoft Exchange Calendar (for example, presence status will automatically show 'In a meeting' where this has been scheduled in a user's calendar).
    • Instant Messaging enabling 1:1 chats and 1:Many chats, and movement between the two.
    • Whiteboard and desktop sharing to allow for simultaneous collaboration on a single document.
    • Audio and video conferencing to enable a user to initiate calls and conferences from their desktop.
  • A Telephony toolbar that integrates with Outlook and also sits in a web browser. The telephony toolbar will enable staff to 'click-to-dial' on a contact name, initiate and answer calls from within the toolbar.
  • Softphones. For staff who frequently work on the move or from home, softphones will be available to deploy onto Windows laptops. These will enable users with a reliable internet connection to receive and initiate calls from those devices exactly as if they were at their desk.
  • Hotdesking. For staff who need to work from different desks from time to time, functionality will be provided to enable them to log onto any IP handset and to initiate and receive calls on that handset as if working from their own desk, with no further configuration needed.

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 Why we need information from staff regarding PCs

All staff members will receive an email request to complete some details relating to their data outlet number and PC. 

IMT need to replace some equipment in the comms rooms as part of this project. This means that we need to know exactly which PC gets its network connection from which comms room.

Please be advised that staff members who do not complete the requested information will experience difficulties upon the installation of their new telephone handset. Your help in this matter is very much appreciated.

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Users with complex or particular telephony requirements

All nominated contacts for this project / departmental managers will be asked to confirm requirements for all members of their department. This will include the confirmation of details of any supplementary or non-standard hardware or software that may be required. 

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How will I know I'm making full use of all the new features?

Training sessions are available in conjunction with each department’s migration to the new services, to ensure that every member of staff can take advantage of the new functionality available. In addition to this there are videos and detailed training guides available on this webpage. If you do have any requests for further information on any of the functionality, please contact it.servicedesk@lse.ac.uk|

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How will I be kept informed?

The project will liaise with nominated contacts from each department during the migration cycle for each department’s move to the new telephony platform. Staff will also be notified of key dates by email during their migration. Alternatively, if you have any questions regarding the project that we can help with now, please contact imt.programme.office@lse.ac.uk| or the project manager, Hannah Kearns, on h.m.kearns@lse.ac.uk| and we’ll get back to you as soon as we can.

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How can I be sure Information Management and Technology will meet the telephony requirements of my department/division?

All departmental managers and IMT contacts in divisions will be contacted 8 weeks prior to the scheduled migration of their department to advise them of the forthcoming change. A meeting will be scheduled between the project and key representatives in departments and divisions to enable IMT to gather the detailed telephony requirements of that department. Following this, departmental managers or budget holders will be provided with a document confirming the services that will be provided to their staff upon migration to the new system, that they will be requested to approve. 

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Will I notice anything different in the lead in to the migration of my department?

Prior to each scheduled migration of a particular department, the Telecoms team will be looking at the telephony requirements of that department in detail to ensure that these are met with the new system.  To aid this analysis of data, the Telecoms team will be restricting the implementation of any non-essential telephony changes for departments to be migrated.  These would include requests for or revisions to the following:

  • Hunt Groups (this is where incoming calls to a central number are diverted to different extension numbers in a team)
  • Pick Up Groups (this is where team members are able to pick up incoming calls to another team member’s telephone number)
  • Moves (where non-essential)
  • Call Management preferences (for example users’ calls being forwarded to alternative numbers in certain circumstances)

The Telecoms team will continue to implement all essential changes (for example, new starters) and normal services will be resumed following departments and divisions’ migration to the new telephony platform. The move to the new platform will allow IMT to continue to meet the School’s telephony needs and to provide a range of functionality beyond that available with the current system.  Your help and cooperation during this period of transition is very much appreciated.

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Do I need to do anything?

The project will need to gather some information from each individual staff member regarding their PC in advance of any migration work commencing. To enable this, the project will email a web-form to each staff member individually, which once opened, will automatically gather much of the data required. We will need all staff members to provide us with their network outlet number however. We will provide detailed instructions within the web-form regarding this.

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Do IMT need to perform any preparatory work to enable the migration of my department?

IMT will need to complete some significant preparatory work in the School’s comms rooms to enable migration of any department onto the new services. This work will take place approximately 3-4 weeks prior to the migration of each department and the extent of this work will vary according to condition of each comms room. Users will be advised of any downtime in advance of any such work commencing. 

IMT will endeavour to minimise any disruption to end users but users are requested to note that these preparatory works are essential to implement the new services and to ensure that the School’s comms rooms are in a condition that will be sufficient to support the new telephony services.

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Who will be installing my new telephone handset?

Telephones will be installed on staff members’ desks by an engineer from the School’s telephony supplier, InTechnology plc. All InTechnology engineers will be wearing security passes. Installations will take place during office hours.

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Will I experience any downtime upon installation of the new telephone handset?

It is essential that the engineer tests the connectivity of your new handset upon installation. This will require a few seconds downtime on your PC. Please cooperate as much as you can by logging off from your PC when requested to do so. If you are not present at your desk when the engineer visits your office, your new handset will be installed in your absence. We recommend therefore that you save any changes and close any files/documents before leaving your desk on installation dates. 

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Will my telephone number change?

Almost all staff members will retain their existing telephone numbers once migrated to the new telephony system. There are a very small number of users who will need to change their number. These staff will be provided with a new number and will be contacted directly.

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 What will happen to my old telephone?


Old handsets will remain on staff members' desks for approximately 1-2 days following each migration. Staff members will be advised of a central collection point for their department where they will be requested to place old telephone handsets. These old handsets will subsequently be retrieved by a member of the Estates Division for disposal in accordance with environmental regulations.

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How will my department be charged for the new services?

From 1 August 2013, all telephone extensions in the School have been charged at a standard rate of £0.47p per day. This charging model will be reviewed at project closure (estimated August 2014) and if use of the new telephony services across the School at this time significantly exceeds forecasted usage levels, the daily rate charged to departments may be subject to variation. IMT will provide advance notification of any changes to departmental managers and budget holders.

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  Are there any changes for staff on the old telephony platform?

When dialling numbers in London, the full 020 local dialling code is now needed. So, you will need to dial 9 020 7xxx xxxx, rather than just 9 7 xxx xxxx. 

You will now display your Calling Line Identity (CLI - your telephone number) to the person you are calling, rather than "number withheld".

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