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Telecommunications

Audience: IT Administrators, Departmental Staff, and Telecommunications Coordinators

Purpose: Documentation for university telephone, VoIP, and contact center services

Overview​

This section covers Texas A&M University's telecommunications services, including:

  • VoIP Services — Cisco/Microsoft Teams Phone deployment and configuration
  • Contact Center — Call routing, queues, and agent management
  • Video Conferencing — Zoom, Teams Meetings, and room systems
  • Traditional Telephony — Analog lines and fax services
ResourceDescription
ServiceNow Telecom CatalogRequest phone services
Zoom Admin PortalManage Zoom accounts
Teams Admin CenterTeams Phone configuration

Service Categories​

VoIP & Desk Phones​

Configuration and deployment of IP phones across campus:

  • Phone provisioning and MAC registration
  • Extension assignments and DID management
  • Voicemail configuration
  • Call forwarding and hunt groups

Contact Center​

For departments requiring call center functionality:

  • Queue configuration and routing
  • Agent skills and availability
  • Reporting and analytics
  • IVR and auto-attendant setup

Video & Collaboration​

Room systems and virtual meeting platforms:

  • Zoom Room deployment
  • Microsoft Teams Rooms
  • Crestron/Polycom configuration
  • Scheduling integration

Support​