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2165.1 CIO P GSA Internal Telecommunications Management

Date: 08/16/2005
Status: Cancelled
Outdated on: 08/16/2015

This GSA Policy and Procedure cancelled by GSA directive CIO P 2165.2 on April 25, 2014.

     Washington, DC  20405

CIO P 2165.1

August 16, 2005

SUBJECT:  GSA Internal Telecommunications Management 

1.  Purpose.  This order transmits changes to the handbook (HB), GSA Internal Telecommunications Management. 

2.  Cancellation.  OAD P 7100.1B is canceled. 

3.  Background.  There have been major changes in long-distance intercity service (FTS2001), the addition of consolidated national cellular services, increases in the potential cost and service benefits of improved management and information analysis, and changes in the responsibility and scope of Designated Agency Representatives (DARs). 

4.  Nature of revision.  Chapters 3 through 5 of the HB, OAD P 7100.1B, are substantially rewritten to update policy and procedures described in the above paragraph.  These changes implement recommendations from the Office of Inspector General report number A030197.  The HB is renamed to reflect changes in organizational responsibility. 

    Christopher Fornecker 
 Michael W. Carleton
Chief Information Officer


                               GENERAL TABLE OF CONTENTS 






                        TABLE OF CONTENTS

                       CHAPTER 1.  GENERAL

Paragraph                                               Paragraph

 Titles                                                  Numbers 

Purpose   ............................................      1 

Policy   .............................................      2 

Objectives   .........................................      3 

Applicability   ......................................      4 

Responsibilities   ...................................      5 


1.  Purpose.  This handbook states the policies and procedures governing the management, use, and acquisition of voice-grade telecommunications equipment and services by General Services Administration (GSA) employees.  It provides guidance and is a convenient reference for employees involved in managing the internal GSA telecommunications program. 

2.  Policy.  The policy of the internal GSA telecommunications program is to:

    a.  Adhere to all applicable regulations in the acquisition, use, and control of telecommunications equipment and services. 

    b.  Manage telecommunications equipment and services efficiently.   

    c.  Provide telecommunications equipment and services only to the extent required to conduct official GSA business. 

3.  Objectives.  The objectives of the internal GSA telecommunications program are to:

    a.  Provide reliable, efficient telecommunications equipment and services to GSA services and staff offices at the least cost to the Government.

    b.  Establish procedures for managing GSA telecommunications equipment and services.

    c.  Ensure that satisfactory telecommunications equipment and services are available to support the mission of GSA. 

4.  Applicability.  This handbook applies to internal GSA telecommunications only and does not impact the GSA/Federal Technology Service (FTS) Governmentwide telecommunications programs.  It applies to personnel of: 

    a.  The IT Policy Division (IEP), Office of the Chief Information Officer.

    b.  Internal Telecommunications Services Offices (Central Office and Regional DARs). 

        (1)  The Central Office End User Computing Division (IOC) Office of the Chief Information Officer, 

        (2)  The regional offices responsible for providing internal GSA telecommunications services. 

    c.  Employees who are responsible for the acquisition or control of internal GSA telecommunications equipment and services. 

    d.  All employees who use internal GSA telecommunications equipment and services.

5.  Responsibilities

    a.  The IT Policy Division (IEP) is responsible for the agencywide internal GSA telecommunications program.  This includes developing policies and procedures, ensuring efficient use and economical acquisition of equipment and services, and evaluating program progress. 

    b.  Internal Telecommunications Services Office (ITSO) refers to the office responsible for managing the direct provision of internal GSA voice telecommunications service regardless of organizational location.  Central Office and Regional DARs are responsible for managing FTS2001 long distance voice services and WITS2001 LD Crossover cellular services.  See 4-2b for more detailed information on DAR responsibilities. 

    c.  Administrative and executive offices are responsible for ensuring the efficient use of equipment and services within their own service or staff office.

    d.  All employees share the responsibility for using the telecommunications equipment and services provided to them in the best interests of the Government.

    e.  The Federal Technology Service (FTS) is responsible for providing technical assistance consistent with their Governmentwide mission upon request by the IT Policy Division and the Central Office and Regional DARs. 


                     TABLE OF CONTENTS

                 CHAPTER 2.  DEFINITIONS         

Paragraph                                             Paragraph

 Titles                                                Numbers 

Purpose  ............................................     1 

Telecommunications services  ........................     2 

Telecommunications systems  .........................     3 

Telecommunications equipment  .......................     4 

Telephone station equipment  ........................     5 

Telephone lines  ....................................     6 


                                      CHAPTER 2.  DEFINITIONS 

1.  Purpose.  This chapter defines words, terms, and acronyms used in this handbook.

2.  Telecommunications services.  Telecommunications services include any process that relays information by voice-grade transmission (telephone communication, facsimile images, low speed data, or other signals) over a telecommunications system.

3.  Telecommunications systems.   

    a.  Multiple-customer switching services. 

        (1)  Central exchange (CENTREX).  A service offered by Bell Operating Companies (BOC).  It consists of switching equipment that provides telephone service to individual lines with many optional features available.  The switching equipment may be located at either the customer or BOC premises.

        (2)  Washington Interagency Telecommunications System (WITS). WITS is a central office (see 2-3d) based service provided from Government-operated switching systems to users in the Washington Metropolitan Area.  It connects Government telephones with other Government telephones, the local public telephone network, and the FTS2001 and commercial long-distance networks.

    b.  Private branch exchange (PBX). A GSA/FTS or customer-operated automatic switch on customer premises that routes calls to and from the FTS2001 and local and long-distance public switched networks. 

    c.  Secondary switching equipment.  Key systems or large multi-line operations normally located in an office area that receives incoming calls for more than one telephone line. 

    d.  Central Office.  The telephone company facility housing the switching system and related equipment that provides service for multiple customers in a geographical area. 

4.  Telecommunications equipment.  Telecommunications equipment includes telephone, teletypewriter, data set, facsimile, telephotograph, video, audio, and items such as distribution systems and communication security facilities. 

    a.  Customer premises equipment.  Telecommunications equipment and inside wiring located on the customer side of the telephone service provider’s point of connection (demarcation point). 

    b.  Data set (modem).  A device that converts outgoing digital signals to analog for transmission over telephone lines and converts incoming analog signals to a digital form. 

    c.  Facsimile (imaging).  A device that converts hard copy (pictures, documents, etc.) for transmission to and from a distant point over switched telephone lines. 

    d.  Telephone station equipment.  A device that converts the human voice into electrical impulses for transmission by wire or other media (see par. 2-5). 

    e.  Teletypewriter (TTY).  A device that converts keyboard messages into signals sent over a telecommunications system and produces hard copy or tape from them at the termination end.   

5.  Telephone station equipment.  Many commonly used terms for telephone station equipment are specific vendor brand names.  To avoid bias toward any particular vendor, use generic terms. 

    a.  Automatic answering machine.  A device that automatically answers incoming calls, provides an announcement, and records short messages.

    b.  Automatic dialing equipment.  A device that automatically initiates dialed calls to one or more preset numbers when the user depresses a key or enters a short code number. 

    c.  Call director.  A key station that allows a central answering location (usually a reception or secretarial station) to forward incoming calls manually through the use of dedicated keys, or automatically through a switching device. 

    d.  Cellular telephone.  A wireless telephone instrument connected to the commercial or Government networks via radio transmission. 

    e.  Extension station.  A telephone instrument connected to a main station, sharing the same telephone number. 

    f.  Key station.  A telephone that allows a user to access multiple lines through keys (push-buttons). 

    g.  Main station.  A telephone instrument having a unique telephone number connected to a PBX or directly to a central office. 

    h.  Speakerphone.  A hands-free telephone that includes a loudspeaker and a microphone to permit group participation in one telephone call.

    i.  Telephone Device for the Deaf.  A device that uses typed input and output to allow individuals with hearing or speech impairments to communicate over a telecommunications network. 

6.  Telephone lines.  

    a.  Business line.  A direct connection to the public switched network.

    b.  Intercommunicating line.  An internal line for direct intercommunication between two or more telephones, operating directly through a PBX or CENTREX; an intercom. 

    c.  Primary line.  A line that connects a main station to a multiple-customer switching system (CENTREX, ASP, WITS), a PBX, or automatic dialing equipment.  It is identified with a telephone number from the main system and is associated with at least one specific main station.  Most GSA phones are on primary lines. 

    d.  Private line.  A line that provides dedicated point-to-point communication between two telephones; a "hot line". 


                     TABLE OF CONTENTS


Paragraph                                             Paragraph

  Titles                                               Numbers 

General  ............................................     1 

FTS2001 contract  ...................................     2 

WITS2001 LD Crossover contract  .....................     3 

Local Services Program  .............................     4 

Commercial services  ................................     5 

Equipment  ..........................................     6 


                                   CHAPTER 3.  DESCRIPTION OF EQUIPMENT AND SERVICES

1.  General.  This chapter provides descriptions of Government-provided and commercial long-distance (intercity) and local service and equipment. 

2.  FTS2001 contract. In December 1998 and January 1999, GSA awarded contracts to Sprint and MCI (respectively) to provide Federal agencies with long-distance (intercity) voice, data, and conferencing services.  Internal GSA FTS2001 voice services are provided by both Sprint (long-distance direct-dialing and toll-free service) and MCI (calling cards, conferencing, toll-free service, and 900 service).  The long-distance voice service on FTS2001 is called Switched Voice Service (SVS). 

    a.  Switched Voice Service.  FTS2001 Switched Voice Service provides Government users with a non-public dialing system much like existing commercial service.  Switched voice services are ordered by Central Office and Regional Designated Agency Representatives (see 4-2a). 

        (1)  Direct-dial service.  Long-distance calls can be placed as follows:

             (a)  On-net to on-net (within the FTS2001 network)

             (b)  On-net to off-net (from the FTS2001 network to commercial phone numbers) 

        (2)  Attendant service (Operator Assistance) includes call completion assistance when there are dialing difficulties, call completion with verbal calling card number validation, and general customer service.  

    b.  Additional voice features. 

        (1)  Calling cards.  Telephone calling cards are required for gaining access to the FTS2001 network from non-FTS2001 telephones.  The FTS2001 calling number is a 10-digit number followed by a 4-digit PIN.  Calling card numbers are assigned Range Privilege, which allow calls to specific geographical areas.  Range Privileges can be Universal or Custom.  A description of Universal Range Privileges includes calls to domestic United States numbers, calls to all North American numbers, and calls to all domestic United States and international numbers.  Custom Range Privileges may be arranged by special request. 

        (2)  Audioconferencing.  GSA has elected to use MCI audioconferencing services.  Service is arranged by use of Authorization Codes.  Authorization Codes have been established for each Central Office and Region Service and Staff Office.  Several audioconference options are available.  

             (a)  Toll-Free Meet-Me Conference.  Participants dial a toll-free number and are prompted by the MCI Conference Coordinator to provide a password (provided to participants by the originator of the conference).  The Conference Coordinator then enters the participants into the conference call. 

             (b)  Toll Meet Me Conference.  Participants dial a long-distance toll number to access the conference.  A Conference Coordinator prompts the participant for the password and enters them into the conference call. 

             (c)  Dial-Out Conference.  A Conference Coordinator dials participants directly and enters them into the conference call.

             (d)  Unattended service.  Each participant first dials a predefined conferencing bridge number and then enters a numeric passcode using a telephone keypad. 

        (3)  Toll-free service.  There are two types of toll-free services available on FTS2001 Switched Voice Service. 

             (a)  Inward station access.  Inward station access (800 service) will provide toll-free customer access to designated FTS2001 stations.   

             (b)  Inward selected access.  Inward selected access (800 service with call prompting) will provide toll-free customer access that, once connected, will be intercepted and electronically routed to the appropriate station via phone keypad operations.

        (4)  Agency-recorded messages.  Users may record messages for general distribution to callers.  Agency-recorded announcements (e.g., bad weather or calling difficulties) include disconnected numbers, and reassigned numbers.

        (5)  Virtual On-Net.  Virtual On-Net (VON) service provides users at remote locations not directly connected to the FTS2001 network access to other network services.  VON service is transparent to users.

        (6)  900 service.  900 service allows the public to be connected from off-net locations to Government offices at caller expense.  Callers can receive information provided by prerecorded messages and in combination with voice response systems or individuals. 

3.  WITS2001 LD Crossover contract.  The WITS2001 LD Crossover contract provides nationwide cellular and other wireless services.  Use of the WITS2001 LD Crossover  contract is mandatory, with a waiver process for exemptions (see 5-4e). Wireless WITS2001 LD Crossover services are ordered by Central Office and Regional Designated Agency Representatives (see 4-2a). 

    a.  Cellular service.  Cellular telephone service is comprised of cellular telephone equipment and cellular transmission service.  The cellular service may provide both long-distance and/or local service.  The equipment and service may be acquired together or separately.   

    b.  Paging services. Paging services include the purchase and lease of paging equipment, training, maintenance, add-on services and consolidation of pagers for users located in the United States and Puerto Rico. 

    c.  Mobile Office services. With web capable CDMA digital handsets, WITS2001 LD Crossover users may access the internet in digital service areas.

4.  Local Services Program.  The Local Services Program offers local telecommunications products and services within the United States, Puerto Rico, the U.S. Virgin Islands, Guam, American Samoa, and the Mariana Islands. 

    a.  Consolidated local services. Consolidated local service is the local communications service provided by GSA/FTS to Federal agencies.  It is available at most locations with concentrations of Federal employees.  Consolidated local services should be used where available.  Use other local services where consolidated local service is not available or where required for reasons of documented privacy or usage sensitivity.  The consolidated local services program provides: 

        (1)  The local switch, 

        (2)  Wire and cable to an agency's point of connection (e.g., a wire closet),

        (3)  Voice and data communications, and 

        (4)  Billing, maintenance, and repair services. 

    b.  Metropolitan Area Acquisition Program. The Metropolitan Area Acquisition (MAA) Program offers a wide variety of local voice and data services that can be analog or digital in selected cities.  Services include analog and digital lines, CENTREX and PBX arrangements, ISDN service, and point-to-point circuits.

    c.  Washington Interagency Telecommunications System. Washington Interagency Telecommunications System (WITS2001) offers voice, and data services in the National Capital Region.  Voice services include analog and ISDN service, audio and video conferencing, and equipment. The contract was modified in October 2004 (referred to as the LD Crossover) to add wireless voice and data services

5.  Commercial services.  Where Government-provided service (such as FTS2001, WITS2001, or GSA/FTS consolidated service) is not available or does not provide the services required, commercial service is used.  For local connection, business lines are ordered from a local exchange company.  Long-distance service is available from a variety of inter-exchange carriers. 

6.  Equipment.  Equipment connected to voice-grade lines may be multiple or single-line telephone instruments, cellular telephones, call directors, facsimile machines, answering machines, low speed modems, and related items.  Customer-owned PBXs and electronic key systems serve multiple terminating lines.


                      TABLE OF CONTENTS


                 WITS2001 CELLULAR SERVICES 

Paragraph                                             Paragraph 

 Titles                                                Numbers 

General  ............................................     1 

FTS2001 Switched Voice Service and WITS2001 LD 

    Crossover cellular service  .....................     2 

FTS2001 hierarchy codes .............................     3 

WITS2001 LD Crossover hierarchy codes ...............     4 

Accountability ......................................     5 

Billing .............................................     6 



1.  General.  This chapter provides guidance on acquiring basic voice telecommunications equipment and services. 

2.  FTS2001 Switched Voice Service and WITS2001 LD Crossover contract cellular service.  The IT Policy Division (IEP) will provide guidance concerning internal GSA FTS2001 Switched Voice Service (SVS) and WITS2001 LD Crossover (LDC) contract cellular services.  SVS and LDC requests will be processed by the Central Office and Regional Designated Agency Representatives (DARs).

    a.  Designated Agency Representatives.  Designated Agency Representatives (DARs) have been established in Central Office and each Region to coordinate and review FTS2001 SVS and WITS2001 LDC contract requests.  DARs are the only employees authorized to place orders for FTS2001 SVS and WITS2001 LDC contract cellular services for internal GSA use.  DARs must be authorized by the IT Policy Division (IEP). 

    b.  Designated Agency Representative responsibilities. 

        (1)  Initiate, add, change, or terminate service. 

        (2)  Receive, review, and distribute report information from the monthly WITS2001 LDC contract or other reports from IEP as necessary.  See 5-5a for further information on reviewing these reports. 

        (3)  Process records corrections (user names or hierarchy codes) to the vendor.

        (4)  Provide technical and policy advice to GSA offices and users.

        (5)  Act as Central Office or Regional representative to coordinate and manage responses to IEP projects and initiatives. 

        (6)  Collect and provide consolidated Central Office or Regional information to the IT Policy Division, as requested. 

        (7)  Assure that services ordered are for direct internal GSA use.

    c.  Determining telephone service requirements.  Telephone services will be determined by the user's operational requirements based on cost and organizational mission.  The DAR will provide assistance in determining the type of service required, preparing telephone service requests, and providing cost estimates. 

    d.  Requesting document.  User service requests for SVS and LDC features will be made according to local Central Office or Regional guidelines specified by the appropriate Central Office or Regional internal GSA DAR.

    e.  Ordering Information.  The DAR will review the request for FTS2001 or WITS2001 LDC service for required signatures, technical suitability of the requested service, reasonableness of the cost estimate, and appropriateness of the justification.  The DAR will then prepare an FTS2001 or WITS2001 LDC service order according to vendor instructions. 

3.  FTS2001 Hierarchy Codes.  FTS2001 Switched Voice Services are ordered, tracked, billed, and managed by means of Hierarchy Codes.  The FTS2001 Hierarchy Code is a 28 character alphanumeric code.  The first four characters of internal GSA FTS2001 codes are mandated as “4700”.  The remaining characters are agency customer defined.  For internal GSA service, 12 additional characters are used, in three groups of four characters each.  An “x” is used as fillers, where needed.  The DAR will construct the hierarchy code as follows: 

    a.  Characters 5-8:  Organization (FSSx, FTSx, PBSx, OGPx, IGxx, or GMAx).  Do not use any other acronyms. 

    b.  Characters 9-12:  User’s Correspondence Symbol (Examples:  2Axx, 7TTx, WPAD, IEPx). 

    c.  Characters 13-16:  Type of voice service: 

        (1)  “DIAL” (Direct dial service) 

        (2)  “CARD” (Calling cards) 

        (3)  “1800” (Toll-free service) 

        (4)  “1900” (Caller fee service) 

        (5)  “CONF” (Conferencing services) 

4.  WITS2001 LD Crossover hierarchy codes.  The WITS2001 LD Crossover hierarchy code is a 10 character alphanumeric code. The first six characters of internal GSA WITS2001 LD Crossover codes are mandated as “4700FW”.  The remaining four characters represent the user’s correspondence symbol (see 4-3b.)

5.  Accountability.  In order to assure accountability for WITS2001 LD Crossover cellular service usage, the “user name” entered on the service order form should be the specific individual for whom the service is being ordered.  The “user name” used should not be that of the DAR, office support staff, organization names, or generic terms such as “cell phone#3” or “general office phone”.

6.  Billing.  Internal agencywide GSA FTS2001 and WITS2001 LD Crossover services are billed to the Office of Budget (BB) by FTS through the FTS Consolidated Billing system.  Periodically, the IT Policy Division (IEP) provides a percentage breakdown of FTS2001 and WITS2001 LD Crossover service usage to BB for use in distribution of these costs to the Chief Financial Officers of the Central Office Services and Staff Offices.  This distribution is made via the Common Use Distributables matrix.  Questions concerning this process should be directed to the Office of Budget (BB).  Services provided by GSA for other agencies may not be billed through this internal process.

                      TABLE OF CONTENTS


Paragraph                                             Paragraph

 Titles                                                Numbers   

General  ............................................     1 

Guidelines for determining telephone requirements  ..     2 

Equipment and services  .............................     3 

Commercial telephone calls  .........................     4 

Accounting and Call Detail Record Reports  ..........     5 

Reducing telephone costs  ...........................     6 

Telephone calling cards  ............................     7 

Waste, fraud, and abuse  ............................     8 

Annoying or obscene telephone calls  ................     9 


                                           CHAPTER 5.  MANAGEMENT OF EQUIPMENT AND SERVICES 

1.  General.  This chapter discusses the use and management of voice-grade telecommunications.  It provides guidance on the use of equipment and services, the FTS2001 intercity network, WITS2001 LD Crossover contract, local services, commercial facilities, call detail record (CDR) reports, and telephone calling cards.  It also discusses waste, fraud, and abuse; annoying or obscene telephone calls; telephone directories; and how to reduce telephone costs.  Because of the high costs of voice telecommunications, it is important for all GSA offices and employees to manage our telephone system as effectively and efficiently as possible. 

2.  Guidelines for determining telephone requirements.  GSA's internal telephone service costs millions of dollars each year.  It is important that telephone requests be carefully examined by program officials and the Central Office or Regional DAR and, if justified, satisfied in the least costly manner.  Telephone station equipment and related features will be determined by the user's operational requirements.  The main considerations in feature selection will be the cost of the features and the mission of the user.

3.  Equipment and services.   

    a.  Authorized use of Government telephone systems. 

        (1)  Government telephone systems (the Federal Telecommunications System, other Government-provided telephone systems, and commercial systems paid for by the Government) are for official business calls.  Official business calls include regular Government business calls, emergency calls, and other calls determined to be in the interest of the Government.  Personal calls received on GSA-supplied cellular phones or service are also subject to reimbursement requirements and/or disciplinary actions as listed here. Examples of authorized emergency calls and calls determined to be in the interest of the Government are as follows: 

             (a)  An employee calls to notify family, doctor, etc., if injured on the job. 

             (b)  An employee traveling on Government business is delayed due to official business or transportation delay and calls to notify family of a schedule change. 

             (c)  An employee traveling for more than one night on Government business in the US makes a brief call to his or her residence (but not more than an average of one call per day). 

             (d)  An employee is required to work overtime without advance notice and calls within the local commuting area (the area from which the employee regularly commutes) to advise his or her family of the change in schedule or to make alternate transportation or child care arrangements.

             (e)  An employee makes a brief daily call to locations within the local commuting area to speak to spouse or children (or those responsible for them, e.g., school or day care center) to see how they are.

             (f)  An employee makes brief calls to locations within the local commuting area that can be reached only during working hours, such as local government agencies, banks, or physicians. 

             (g)  An employee makes brief calls to locations within the local commuting area to arrange for emergency repairs to his or her residence or automobile. 

         (2)  Emergency calls and other calls determined to be in the interest of the Government (as listed above) must meet the following criteria:

              (a)  It must not adversely affect the performance of official duties by the employee or the employee's organization,

              (b)  It is of reasonable frequency and duration, and

              (c)  It could not have reasonably been made at another time, or 

              (d)  It is provided for in a collective bargaining agreement that is consistent with these regulations, or executed before the effective date of these regulations but continuing  only until the term of the agreement expires. 

         (3)  Personal calls are those non-business calls that are not included in subpar. 3a(1) above.  Personal calls may be made over the commercial long-distance network provided that they meet the criteria in subpar. 3a(2) above, and are: 

              (a)  Charged to the employee's home phone number or other non-Government number (third number call), 

              (b)  Made to a commercial toll-free 800 number,

              (c)  Charged to the called party if a non-Government number (collect call), or 

              (d)  Charged to a personal telephone credit card.

         (4)  Supervisors are responsible for the application of the above guidelines within their jurisdiction.  Misuse of Government telecommunications resources is prohibited, and could result in the employee being fined, suspended, or dismissed.   

         (5)  Use of Government telephone systems for other than authorized calls or with the intent to reimburse the Government later is prohibited.  

         (6)  Employees who place unauthorized long-distance or cellular calls must reimburse GSA for the cost of the calls as determined below.  This reimbursement does not exempt the employee from possible fines, suspension, or dismissal.  Reimbursement will be based on two factors:

              (a)  Value of the call, computed on the basis of commercial long-distance rates rounded to the nearest dollar, plus,

              (b)  Administrative cost of determining that the call was unauthorized and processing the collection. 

     b.  Listening-in and recording devices.   

         (1)  This section applies to consensual listening-in or recording that takes place when at least one party to a telephone conversation knows it is happening or has given prior consent.  Other listening-in or recording activities are permitted only when provided for by law.

         (2)  Telephone conversations may not be monitored by recording devices or persons for the purpose of making a word-for-word transcript of a whole or part of a conversation unless all parties have been made aware of, and agree to, the monitoring.  Any device which has the capability for listening-in or recording telephone conversations must have this feature disabled or removed.  When speakerphones are being used, all parties present should identify themselves.  In conference calls, the offices/locations should be identified. 

     c.  Reductions in use during emergencies.  To assist in the functioning of essential Government service, employees should reduce or eliminate their use of telephones during emergencies.  When essential calls are made, the call should be as short as possible.  Calls unrelated to the emergency should be delayed.  Service may be temporarily denied to outgoing calls on non-essential lines. 

4.  Commercial telephone calls.  Telephone calls placed over commercial facilities cost GSA whether they are local or long-distance and should be avoided when possible.  Local and long distance commercial calls should be for official business or as listed in subpar. 3a only.  FTS2001 services should be used for long-distance dialing if they are available. 

     a.  Use of long-distance commercial facilities.  Long-distance commercial facilities may only be used when: 

         (1)  The FTS2001 intercity network is not accessible from the caller’s location. 

         (2)  The FTS2001 intercity network is busy and the call is for official business of an urgent or emergency nature and must be placed immediately.

         (3)  The destination number cannot be reached over the FTS2001 network.

     b.  Operator-assisted calls.  Collect calls should not be accepted unless placed by GSA employees who do not have access to the FTS2001 intercity network or are calling in an emergency situation.  Third-party calls should be checked very carefully since they can be charged to agency telephone lines by non-agency personnel without authorization.                        
    c.  Long-distance commercial directory assistance.  In most areas, there is a charge for long-distance commercial directory assistance.  When frequent calls to a specific geographical area are necessary, telephone directories for that area should be obtained.

     d.  Restricted service.  Commercial lines used by employees whose official duties do not require them to place long-distance calls should be restricted to local service only. 

     e.  WITS2001 LD Crossover contract usage.  Use of the WITS2001 LD Crossover contract is mandatory for GSA offices unless a waiver has been obtained.   

         (1)  Waiver requests.  Waiver requests will be sent to the Chief Information Officer (I) for review.  Considerations in reviewing a waiver request include, but are not limited to, availability of service in the geographical area, quality of reception, overall cost, and availability of consolidated cost and usage reporting.  The Chief Information Officer will respond in writing within 30 days of receipt of the request.

         (2)  Non-WITS2001 LD Crossover contract service. Service on existing non-WITS2001 LD Crossover (WITS2001 LDC) contracts will be transitioned to the WITS200l LDC contract upon termination or prior to implementation of option years unless a waiver has been requested and approved.

        (3)  Approved non-WITS2001 LD Crossover contract service.  Cellular service for which a waiver to the mandatory WITS2001 LD Crossover contract has been approved must be reported to IEP annually, by fiscal year.  The report is due 60 days after the end of the fiscal year.  The report will provide the following information (as an annual total by telephone number) for each contract:

             (a)  Telephone number

             (b)  Hierarchy code or other organizational indentifier

             (c)  User name

             (d)  Monthly access fee

             (e)  Airtime minutes

             (f)  Airtime charges

             (g)  Roaming charges

             (h)  Toll charges

             (i)  Total Charges

             (j)  Number of calls

             (k)  Name of service provider

5.  Accounting and Call Detail Record reports.  Reports detailing FTS2001 Switched Voice Service (direct dial, toll-free service, and calling card) and WITS2001 LD Crossover (cellular) usage are available from IEP or through the local Central Office or regional Designated Agency Representative (DAR).

    a.  Each month, the IT Policy Division (IEP) will forward a standard WITS2001 LD Crossover Call Detail Records (CDR) report to the regional DARs and to the Central Office S/SOs for review and distribution.  This report will include an accounting summary report (monthly access fee, usage minutes and cost information) for each user account and call detail information (time, date, destination and nominal cost) for all calls.  Report reviews should include such items as examining usage to assure that monthly plans are appropriate for users, confirming that user names and hierarchy codes are correct, verifying that service orders for new service or cancellations have been completed and properly billed, and confirming that requested records corrections have been made.  Regional offices and individual users should request subreports from their DAR.  FTS2001 CDR reports and other WITS2001 LD Crossover reports are available directly from IEP as needed. 

    b.  FTS2001 and WITS2001 LD Crossover Call Detail Records include information on both usage and costs.  These records may be used to produce regular or one-time reports for management information, investigations, cost analysis, program planning, or suspected abuse.  Requests for specific reports may be made by an appropriate supervisor, program official, or investigative officer within their area of responsibility.  Users may request reports of their own usage.  The following information will be needed:

         (1)  Telephone number (for individual users) or office correspondence symbol or S/SO (for organizational reports); 

         (2)  Dates and/or times (or other parameters ) of calls requested;

         (3)  Kind of information needed (destination numbers, cost summaries, abnormal duration calls, etc) 

         (4)  Point of contact (name, telephone number, address).

     c.  Reports are generally available 5 business days after the receipt of the monthly databases from the vendors.  Unless otherwise requested, reports will be provided in spreadsheet or database format (depending on size and report type), transmitted electronically. 

6.  Reducing telephone costs.   

    a.  Levels of service.  Most GSA regions have levels of service programs available that can limit telephone lines to certain kinds of local or long-distance calls.  While the levels may vary, the programs offer an opportunity for substantial savings.  They should be used to restrict telephones to the minimal level that allows employees to conduct their official business.  Typically, a levels of service program will allow telephone lines to be restricted to: 

        (1)  Local Government calls only. 

        (2)  Local Government and local commercial calls only. 

        (3)  Local Government and FTS2001 calls only. 

        (4)  Local Government and local commercial; long-distance Government and commercial (via FTS2001) calls only. 

        (5)  Local Government and local commercial; long-distance Government and commercial (via FTS2001); international (via commercial) calls.

    b.  Removal of excess equipment and services.  The removal of excess equipment and services that generate recurring charges will reduce telephone costs.  Reconfiguring office systems during office changes and removing unused lines may result in substantial savings. 

        (1)  Onsite reviews of requests for changes in telephone service provide opportunities for redesigning and improving entire office systems.  When requests for changes are received, don't look only at the requested change.  Look for potential savings in the entire key system or single-line group.

        (2)  Removing unused lines is an effective way to reduce telephone costs.  The Telephone Ordering and Pricing System (TOPS) can provide inventories of local service lines charged to GSA offices.  Information from TOPS may be available directly to billed offices or from the local Central Office or Regional DAR. 

7.  Telephone calling cards.  Telephone calling cards are available from FTS2001 and commercial sources.  Commercial telephone calling cards may only be used for services not provided by FTS2001 calling cards. 

    a.  Universal calling range.  The universal calling range on FTS2001 calling cards offers various combinations of domestic and international long-distance dialing.  These levels are domestic United States numbers only, all North American numbers, and all domestic United States and international numbers. 

    b.  Calling card number security.  Calling card number security is maintained in four ways: 

        (1)  Any card which may have been compromised or lost should be cancelled immediately.  There is no charge for replacement cards. 

        (2)  Calling cards are to be issued to individuals only.  Individual cardholders are responsible for the security of the calling card number issued to them.

        (3)  Call Detail Record (CDR) reports are available for review (see par 5).

        (4)  The FTS2001 calling card provider monitors activity of individual calling cards.  Simultaneous use of a single code or use at proximate times in geographically separated areas will generate a report which may lead to a review and deactivation of the card.   

    c.  Accountability for calling card numbers.  Calling cards should be issued to individuals who need to place long-distance telephone calls for official business from off-network telephones.  Cardholders are accountable for the security of their calling card numbers and the calls placed using the card.  Lost or compromised cards should be reported to the ordering office DAR immediately.

    d.  Disposition of non-FTS2001 telephone calling cards.  Use of FTS2001 calling cards for the available services is mandatory.  Holders of other telephone calling cards should acquire and use FTS2001 calling cards for those services.  Holders of other telephone calling cards providing required services not offered on the FTS2001 calling card may continue to use commercial cards for only those services. 

8.  Waste, fraud, and abuse.  It is the responsibility of all employees to report cases of waste, fraud, and abuse when it occurs.  Cases should be reported to a supervisor or the Office of the Inspector General.  Supervisors should establish guidelines to prevent or correct misuse of GSA telecommunications services.  The following should be included in any system of guidelines:

    a.  Local commercial calls should be for authorized business or be previously determined to be in the best interests of the Government. 

    b.  Employees should not place personal calls over the FTS2001 or commercial facilities except as specified in 5-3a(2) and 5-3a(3).  Approval should not be given.

    c.  Employees who place a long-distance personal call (see 5-3a) must reimburse GSA.

    d.  Employees who misuse GSA telecommunications services are subject to disciplinary actions.

9. Annoying or obscene telephone calls.  Employees receiving an annoying or obscene telephone call should discourage the caller by hanging up promptly at the first obscene word or if the caller refuses to speak.  Do not speak to the caller or slam down the receiver; this may only lead to a repeat call.  Report the call to a supervisor.  The supervisor should report cases of repeated annoying or obscene telephone calls to the Office of the Inspector General.  Employees should cooperate fully with any investigation of such calls.