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Telecommunications Services

Telephone Services include the Installation and Moves, Adds and Changes of telecommunication Services - The Telecommunications Specialist will help you establish your telephone requirements and identify your telecommunications needs including provisioning of dial tone, procuring telephone sets, and all peripheral equipment necessary to support your requirements. This is to include adding telephone features to an existing set, removing features,  and move telephone lines or circuits.  Install telephone lines or disconnect telephone lines not used.

Telecommunications Circuit assist with the installation of all tariff and non-tariff circuits including PRI, T1, DS3, and alarm. In addition, CIT coordinates the installation of residential (telecommuting) lines to include analog, ISDN, DSL, and FIOS services using the NETWORX contract.
Telephone Repair Services provides repair services for all NIH telephones including recalibrating dial tones; no dial tone, line cord broken, static on the line, defective telephone sets and voice mail light reset, processing or expediting services, these issues can be repaired by calling the vendor service desk at (301) 402-9935.
In addition if NIH experience a major outage of the telecommunications service the Duty Specialist and the vendor is available on a 24x7 troubleshooting your service outages. processing or expediting services. 
Voicemail Services design and install voice mailboxes, menus, and provide training to NIH



Customer Benefits

Telephone Services - Installation and Moves, Adds and Changes Services provide  features such as call transfer, 3-way conferencing, 6-way conferencing, call forwarding, intercom management, call pick up, to name a few.  In addition the coordinates of large volume of new telephone installations and change requests in a growing environment with new technologies. 
Provide ongoing services for patient units in the NIH Clinical Center.  Provide communications for secure access to NIH through Blue Light phones.  Provide back up communications for NIH via emergency red  phones.
Provide daily building and room number updates to the NIH E911 system.
Telecommunication service include customized Telco reports, Billing Account Code (BAC) verification, telephone line administration, and maintenance and distribution of telephone calling cards for local, regional, and international use.

The UCN formerly (EVM) Enhanced Voicemail System allows NIH users to receive voice mail messages via email and provides both audio and visual capabilities while allowing remote access to the system. NIH customers can also utilize the Voicemail Quick Change process to include the addition of a voicemail box to a line, delete a voicemail box, reset a password, issue a new password, change the number of rings before a call goes to the voicemail system,  and move a mailbox.
Telecommunications Circuit offers a 24x7 circuit repair hotline by calling the CIT service desk at 301-496-4357 (local) or 1-866-319-4357 (toll free) and request the TIB Duty Specialist for assistance.  The Telecommunications circuit data base maintains all circuits and residential lines (telecommuting) to include billing information and exact locations. 

Customer Market

This service is available to all NIH customers.

Frequently Asked Questions

Q: How can I find out more about my telecommunications charges:

A: Telecom Billing and Financial Management Operations Unit (BFMOU)
  • Processes all telecommunications invoices for the NIH
  • We do not process cellular phone, blackberry, or pager invoices.
  • Provides weekly transaction data files to the Office of Financial Management (OFM) to be processed on the Central Accounting System (CAS) for payment of telecommunications invoices
  • Posts monthly billing reports and quarterly "forecasts" for all ICs on web site
  • Posts Telephone Inventory Reports for every Billing Account Code (BAC)
  • Conducts semi-annual BAC/CAN validations for all ICs
  • Answers inquiries and provides requested data to support findings
  • Provides ad-hoc reports per requests from ICs/Customers
  • Link to billing Services below
Note: There is no fee to submit a TSR form.
Q: How do I place an order for a telephone or other telecom services?
A: All telephone services including those that may incur cost can be obtained by using the Telephone Service Request Form.  Complete the TSR on-line and follow the easy instructions for submitting the form. (TSR Form). 
Please contact the NIH IT Service Desk if you need assistance completing the form.  Your Administrative Officer (AO) approval is needed.
Q: How do I check the status of my Telephone Service Requests (TSR)
A: Each order is assigned a Remedy Incident  number. To check the status of your TSR:
1. Visit the NIH IT Service Desk on-line:
2. Contact the NIH IT Service Desk by phone: 301-496-HELP (496-4357) Please be prepared to provide the Remedy Incident number with your inquiry.
Q: How long does it take to get a phone installed?
A: The time interval for a new installation or to move existing service may vary depending upon the specific requirements for job. For a standard set of intervals and fees please see the link;
Q: I would like to find out what the cost would be to have a circuit i.e., T1 or PRI installed.
A: Since there are various forms of connectivity; to better understand your requirements, please submit a TSR with your specifications. 
Q: How do I use the features on my phone?
AIf you have buttons on your phone that are labeled with information other than a phone number, then you probably have additional features programmed or programmable on your phone. These features are designed to enhance your specific needs as well as saving time and effort in your daily tasks. Telephone Access feature codes
Q:  Why do I need Telephony Consulting Service?
A:  To administer telephone products and service, maintaining proprietary systems support to private branch exchange (PBX's) including conversion of Merlin to ISDN Telephone systems and Voice Mail applications and coordinating.  There is no charge for this service.
Q: What is the difference between Blue Light Phones and Red Phones?
A: Blue Light Phones are telephones that dial directly to the NIH Police in the event of an emergency.  Blue Light Phones are usually placed outside of buildings, multilevel parking garages and various locations on the NIH Campus. Red Phones are internal telephones that serve as back-up to the NIH telephone switch.
Q: How do I order emergency phones?
A: Many telephone services can be obtained by using the Telephone Service Request Form. Complete the TSR on-line and follow the easy instructions for submitting the form. Please contact the NIH IT Service Desk if you need assistance completing the form.
For other requests, such as purchases of equipment and new installations, your Administrative Officer (AO) authorization is needed.
Q: What types of Telecommunications services are offered at NIH?
A: Refer to the Telecommunications Products and Services for a list of offered services.  If you do not see what services you require  CIT Service Desk (301)-496-HELP or via their website
Q:  How do I change a name or reset a password on my existing voice mail box?
A: Click on the link to access the form to change your voice mail box.
NoteWhen filling out the Voice Mail Quick change request form please use only this format for telephone numbers 3014355000 no dashes allowed.
Q:  What do I do if I have no dial tone on my telephone?
A: Call the ASF help desk at 301-402-9935 or the CIT Service Desk 301-496-4357 (local) or 1-866-319-4357 (toll free) and request the Telecommunications Duty Specialist.
Q:  What do I do if we have a flood and the telephone are not working?
A: Call the ASF help desk at 301-402-9935 or the CIT Service Desk 301-496-4357 (local) or 1-866-319-4357 (toll free) and request the Telecommunications Duty Specialist.
Q: I never had voicemail.  What do I do now?
A. mailbox can be created for you if you choose to have one. Please submit a TSR (TSR Form) for processing or contact your TIB Duty Specialist for instructions.
Q: What pass code do I enter after entering my telephone number?
A: The default pass code is 12357. This is what you must enter.
Q: When creating my NEW passcode in the Voice Mobility system, can I use the same password I was using with Octel?
A: Yes.
Q: I am trying to initialize my mailbox and I am getting an error message "incorrect login". Why?
A: The mailbox has not yet been built in the Voicemail system. Please contact TIB Duty Specialist for further assistance.
Q: Previously, when I dialed my phone number from a different location I pressed the number 1 to get to the password prompt. Is this feature still available?
A: Yes. Rather than pressing 1, you will now press the number 9.
Q: My name is spelled incorrectly on the WEB. Can I correct this myself?
A: No. You will have to contact the TIB Duty Specialist to have this updated. 
Q: I have been getting an error message for UCN (formerly EVM) since the conversion. Why?
A: EVM, as we knew it, has been changed. It is now called UCN. If you want to continue to have this feature you can set it up on the WEB. Go to Settings, then Messages, and then E-mail notification. Any additional problems, contact TIB Duty Specialist.
Q: How do I add an extended absence greeting when I am out of the office?
A: There are 2 ways this can be done: from the WEB and from your Telephone
    1.   Through the WEB you will check extended absence
          greeting box and then select update. This will give a
          standard greeting saying you are not available and
          callers will be able to leave a message. If you
          check ‘’block message receipt’’ callers will not be
          able to leave a message.
    2.    By Telephone, after entering your password, press
           4 – 3 – 2. Record your extended absence
           greeting.  If you want callers to be able to leave a
          message, press 2. Otherwise, press 1 to Block
          message receipt.
Q: How do I initialize my voice mailbox passcode? (You only need to initialize ONCE by using phone OR web)
A: Phone Access
  • Log in to your voice mail by calling the new access number 301-435-5000.
  • Enter your voice mailbox number beginning with 7 or 8.
  • The temporary passcode for your new mailbox is 12357 provided by the Voicemail administrator.
  • The system will request that you setup a new passcode for your mailbox (you can use your existing passcode if it meets the requirements).
  • The passcode must be all numbers with a minimum of 5 and maximum of 15 digits long. It should not begin with a zero.
  •  Log out of your new mailbox by pressing ** and then hang up.
B: Web Access
  • Go to your internet browser and type the following address or click on the hyperlink
  • Enter your voice mailbox number beginning with 7 or 8
  • Enter your temporary passcode of 12357 provided by the Voicemail administrator 
  • Click the "log in" button.
  • The next screen will ask you to enter your current passcode (which is your temporary passcode: 12357)
  • Create a new passcode (or you can use your existing passcode if it meets requirements).       
  • The passcode must be all numbers with a minimum of 5 and maximum of 15 digits long. It should not begin with zero.
  • Re-enter your new passcode.
  • Please click "apply" when complete.
  • Click the "EXIT" button in the top right hand corner.
If you have any questions or problems, please submit a service ticket to the NIH IT Service Desk at or by calling 301-496-4357 (local), 866-319-4357 (toll-free) or 301-496-8294 (TTY).

Q: What is the telephone number to access your voice mailbox.
A: The number is 301-435-5000 or toll-free 888-HHS-MSGS (888-447-6747).

Additional facts and information



  • Voice Mobility web access ( allows you to update or change personal settings. Log in with your telephone number and voice mail password. The above guides are also located under the "Help" link of your Voice Mobility subscriber webpage.






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This page last reviewed: March 09, 2011