UCT staff members are allocated a headset, while classrooms, lecture theatres, and commons areas are provisioned with a Polycom handset.

To ensure effective usage of these devices, ICTS has set guidelines that define

Ownership and acquisition

  • Handsets and headsets are owned by UCT.
  • These devices are included in the university's supported voice instruments list.
  • *A handset or headset must be purchased via the ICTS Acquisition Services.
*Important 
We strongly encourage the procurement of voice instruments through ICTS Acquisitions Services. This approach ensures that acquired voice instruments meet all necessary technical specifications and seamlessly integrate with existing systems. Furthermore, procuring through ICTS streamlines the process of obtaining technical support from the IT Helpdesk, should any future issues arise.
Request a new extension number
  1. Navigate to the Service Catalogue. 
  2. Fill in the required information under Request new extension number.
    Note: To view the types of headsets available and request for a specific model, please add the headset model name in the Please provide additional information field at the end of the form. 
  3. Once completed, click Order Now on the right-hand side.

Please note: We no longer exchange Polycom VVX310 handsets for headset users who have not yet received a headset. To request a new headset, please log a call to request a voice instrument. The request requires approval from your department head.

Please log a call to return the unused Polycom device for collection and disposal of your VVX310 handset

Approve request
  1. The relevant approver (e.g., department head or manager) and ICTS will review and evaluate the request. Once approved, the extension automation process will commence.
  2. Based on your profile, ICTS’s automation system will automatically determine whether to deploy a headset or handset and acquire the required device.
  3. You will receive an email notification once the device has arrived. You can either pick up the headset/ handset or have it delivered, depending on the option you selected in your original request (i.e., collect/deliver/deliver and install).

Caring for voice instruments

Voice instruments are expensive and delicate pieces of equipment. To maximise their effectiveness and lifespan, please take care of them by following these guidelines.

  • Handle carefully: Avoid dropping, bumping, or throwing voice instruments.

  • Keep them clean: Wipe handsets and headsets with a soft, damp cloth to remove dust and dirt.

  • Store them properly: When not in use, store voice instruments in a protective case or bag to prevent damage.

  • Avoid harsh cleaning agents: Do not use alcohol, bleach, or other harsh chemicals to clean handsets.

  • Don't expose devices to extreme temperatures: Avoid leaving handsets in direct sunlight or hot vehicles.

  • Protect the charging port: Keep the charging port clean and dry to prevent damage.

  • Avoid tangles: Gently untangle cords before each use to prevent cables from fraying or breaking.

Support

Manufacturer's warranty

The IT Helpdesk provides full support for voice instruments under the manufacturer's warranty.

  • Vendor liaison: The IT Helpdesk will co-ordinate with the manufacturer to resolve technical issues.

  • Repair and replacement: The IT Helpdesk will arrange repairs or replacements at the manufacturer's expense.

  • Installation and configuration: The IT Helpdesk will install and configure supported functions according to the manufacturer's instructions.

  • Troubleshooting: The IT Helpdesk will provide troubleshooting assistance for supported functions. 

Out-of-warranty devices

The IT Helpdesk provides limited support for handsets and headsets that are no longer covered by the manufacturer's warranty

  • Vendor liaison: The IT Helpdesk will co-ordinate with approved service providers to resolve technical issues.

  • Repair and replacement: The IT Helpdesk will arrange repairs or replacements at the customer's expense.

  • Installation: The IT Helpdesk will install the voice instrument according to the manufacturer's instructions.

  • Configuration: The IT Helpdesk will configure supported functions.

  • Limited troubleshooting: The IT Helpdesk will provide limited troubleshooting assistance for supported functions.

Exceptions

  • The warranty for voice instruments will be voided if anyone other than an authorised IT Helpdesk consultant attempts to repair the equipment.

  • Voice instruments are not covered by warranty if damaged due to abuse, fire, water damage, power surges, or other external factors.

  • The user will be responsible for the repair costs if damage to a voice instrument is caused by user negligence.