Telecommunications Services Policy

4.1 Central Administration

Information Technology Services shall serve as the University’s sole authority for administering enterprise telecommunications and voice communication services. ITS is responsible for planning, provisioning, operating, securing, maintaining, monitoring, and supporting University telecommunications infrastructure and services. All University telecommunications services shall be administered through Information Technology Services.

Centralized administration by Information Technology Services supports:

• Consistent user experience
• Business continuity
• Emergency notification services
• E911 compliance
• Cybersecurity
• Regulatory compliance
• Standardized support
• Efficient life cycle management
• Cost-effective procurement
• Integration with other enterprise technologies

4.2 Emergency Communications

Information Technology Services (ITS) provides technical support, administration, maintenance, and availability of the campus emergency communications systems. ITS is responsible for ensuring the reliability, security, and operational readiness of the supporting technology and infrastructure.

The Office of Emergency Management governs the use of the campus emergency communications systems and is responsible for establishing policies, procedures, and protocols for their use.

The Office of Emergency Management and University Police have operational authority for the issuance of emergency notifications and public warnings, including notifications required under the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act). These offices are responsible for determining when emergency communications are warranted, approving message content, authorizing distribution, and coordinating communications during emergencies and other situations requiring timely notification to the campus community.

ITS does not determine when emergency notifications are issued or the content of such communications, except as necessary to provide technical assistance in support of authorized communications.

4.3 Enterprise Telecommunications Services

ITS shall administer services including but not limited to:

• Zoom Phone
• Voice service provisioning
• Telephone number assignment
• DID management
• Extension management
• Call routing
• Auto attendants
• Call queues
• Shared lines
• Voicemail
• Fax services
• Analog line services
• Emergency telephones
• Elevator telephones
• Physical IP phone deployment
• Softphone provisioning
• Network provisioning required to support voice services
• Telecommunications cable plant supporting University-owned voice services
• Telecommunications security
• Regulatory compliance
• Vendor coordination
• Service lifecycle management

4.4 Telecommunications Infrastructure

All University-owned telecommunications infrastructure shall be centrally managed by Information Technology Services.

This includes:

• Telephone numbering
• Voice gateways
• Analog gateways
• IP telephones
• Telecommunications wiring
• Voice network infrastructure
• Voice VLANs
• Telecommunications closets
• Cross-connects
• Voice service configuration

Departments shall not independently modify or administer telecommunications
infrastructure without prior authorization from ITS.

4.5 Exclusive Administration

To ensure service reliability, interoperability, emergency communications, cybersecurity, regulatory compliance and effective lifecycle management, enterprise telecommunications services shall be centrally administered by Information Technology Services.

Departments, affiliated organizations, vendors, and third parties shall not independently acquire, install, operate or administer telecommunications systems or services that:

• Utilize University-owned telephone numbers
• Connect to University telecommunications infrastructure
• Utilize University telecommunications cabling
• Connect to the University voice network
• Duplicate enterprise telecommunications services without prior written approval from Information Technology Services

4.6 Telecommunications Standards

ITS shall establish technical standards governing:

• Supported telephone hardware
• Analog Devices
• SIP devices
• IP phones
• Softphones
• Voice gateways
• Cabling requirements
• Network connectivity
• Emergency calling
• Security requirements
• Approved telecommunications services

Only telecommunications equipment approved by Information Technology Services may connect to University telecommunications infrastructure.

4.7 Procurement

All acquisitions of telecommunications services, cloud voice services, telephone
systems, SIP services, voice gateways, IP phones, analog devices, telecommunications software, or related equipment shall be coordinated through Information Technology Services and shall comply with University procurement procedures. Acquisitions shall undergo applicable Information Security Reviews, network reviews, accessibility reviews, and other institutional governance processes prior to procurement or implementation, as applicable.

This aligns nicely with your Information Security Management Policy's procurement review section.

4.8 Exceptions

Exceptions may be approved by the Chief Information Officer when justified by
operational, research, public safety, regulatory, or business requirements.

Approved exceptions shall document:

• Business justification
• Security considerations
• Operational responsibilities
• Support responsibilities
• Lifecycle management
• Funding

4.9 Affiliated Groups

Affiliated organizations that utilize SUNY Plattsburgh telecommunications and Enterprise Zoom services, infrastructure, or resources shall be assessed an annual fee to recover the costs associated with the provisioning, operation, maintenance, support, and administration of those services. Annual charges shall be established by Information Technology Services (ITS) and may be reviewed and adjusted periodically to reflect changes in service offerings, operational costs, or institutional requirements. Continued access to University telecommunications services is contingent upon payment of all applicable annual charges and compliance with all University policies and service agreements.

4.10 Radio Communications Exclusion

This policy governs the University's telecommunications services, including wired and wireless voice communications, telecommunications infrastructure, and related services managed by Information Technology Services (ITS). It does not apply to radio communications systems.

Radio communications, including but not limited to two-way radios, land mobile radio (LMR) systems, public safety radio systems, and other licensed or unlicensed radio services used for operational communications by University departments, are outside the scope of this policy.

Examples include, but are not limited to:

• University Police two-way radio systems;
• Facilities Management radio communications;
• Emergency Management radio communications;
• Environmental Health and Safety radio communications; and
• Other department-specific operational radio systems.

The governance, operation, maintenance, licensing, programming, and use of radio communications systems shall be managed by the responsible department in accordance with applicable Federal Communications Commission (FCC) regulations, New York State requirements, SUNY policies, and University procedures.

Nothing in this policy supersedes the operational authority of University Police or other authorized departments over their respective radio communications systems.