Trouble Reporting

Telephone Trouble Reporting

Trouble Report Line extension 3499 (FIXX).

Student Telephone Billing inquiries extension 5771.

Faculty and Staff Telephone Billing inquiries extension 6003.

Carthage contracts with a telephone service vendor to resolve telephone problems. Simple problems may be handled my Carthage telecommunications staff.

Prior to calling with a trouble report the telephone user should do the following:

1. Check to make sure the telephone instrument is appropriately plugged into the telephone outlet. Any equipment such as modems, anserwing machines, etc. should be disconnected from the phone line. The telephone should be connected directly to the outlet and then tested. If a dial tone is heard, the problem has to do with the connection of the other equipment. If no dial tone is experience the problem could be the phone system or the telephone.
2. Disconnect the telephone from the outlet and try it in another jack that you know is in working order. If no dial tone is experienced the problem is likely the telephone instrument. If a dial tone is heard the problem is with the telephone jack or connection and should be reported via the FIXX (3499) Trouble Report Line.

Any reports to the FIXX line should include: 1) telephone number, 2) location of where the phone is connected to the jack, 3) type of phone, 4) a detailed description of the problem being experienced, 5) a description of what has been tried to resolve the problem, 6) the name of the person calling the FIXX line and how they can be contacted.

All telephone billing inquiries should be directed to extension 5771 or you can come to the Busines Office for assistance. Student long distance access can be removed if an appropriate balance is not maintained. Student telephone balances can be obtained at www.carthage.edu, then Current Students, Your Phone Bill.

When a need arises that requires adjustment to telephone workstation programming, contact Administrative Services at extension 6003.