Campus Wireless Network Procedures – New Wireless Installations
Permanent Setup:
Requests for new or expanded wireless service must be approved and funded by the requesting department. ITS does not cover the cost of new wireless installations.
In order to cover a new wireless zone, a quote must first be obtained from ITS. All wireless quote requests must be directed to the ITS Service Desk.
The following information is required:
(a) Requestor’s Name, Email Address, and Phone Contact.
(b) The building Name and all room numbers where coverage is required.
(c) The anticipated number of users located in each room during peak time.
(d) The intended application(web browsing,video streaming,etc.)
(e) Any upcoming critical dates or upcoming deadlines.
(f) Any other details surrounding the wireless requirement.
The ITS Service Desk will open up a work order in CSM. The work order will be assigned to the wireless network analyst who will determine if the installation is standard or non-standard.
A standard installation requires a drop ceiling, a secure mounting location less than 4m high, and a cabling route that does not require conduit within 90m of a POE enabled network switch. Standard installations have a set cost of $1,600 per installed access point. If additional information is not required and the installation is considered standard, a quote will be generated in CSM and sent to the email address provided within 1-2 business days.
A non-standard installation requires a site visit by the cabling installer and wireless network analyst to determine the appropriate cabling path, mounting location, and additional requirements, such as a locked box or conduit. The cost of a non-standard installation varies in accordance to the materials and labor required to complete the installation. Quotes for non-standard installations are generated within 5-10 business days.
Once a quote has been generated, the requestor must respond via email and provide their approval and ICB number before the installation can be scheduled. ITS Network Services will then advise on a time frame for the installation based on the availability of hardware and an installer.
ICB’s should be sent through campus mail to Chris Murray, ITS, 401 Robertson Hall. The physical ICB must be received before an installation can take place.
Work Order Quotes remain active for 30 days. After 30 days the work order is closed if the customer does not grant approval. The work order can later be re-opened at the customer’s request.
Once the installation is completed, the work order is closed and a notice is sent to the requestor.
Temporary Setup:
Requests for temporary wireless services must be approved and funded by the requesting department. ITS does not cover the cost of temporary wireless installations.
In order to cover a temporary wireless zone, a quote must first be obtained from ITS.
All wireless quote requests must be directed to the ITS Service Desk. The following information is required:
(a) Requestor’s Name, Email Address, and Phone Contact.
(b) The name of the event or conference. This will be used to create a specialized wireless
network name (SSID).
(c) The total number of attendees at the conference.
(d) The start date and end date of the event or conference.
(e) The building Name and all room numbers where wireless coverage is required.
(f) The anticipated number of users located in each room during peak time.
(g) The intended application (web browsing, video streaming, etc.)
(h) Any other details surrounding the wireless requirement.
The ITS Service Desk will open up a work order in CSM. The work order will be assigned to the wireless network analyst who will determine the cost of the temporary installation based on the requirements.
The total cost of the installation is dependent on several factors including:
- The number of temporary access points required in rooms that do not have coverage.
- The cost to deploy temporary switches as necessary to provide additional ports in rooms that require several temporary access points.
- The total number of attendees at the conference.
- The duration of the conference.
Quotes for temporary installations require a site visit, and will be generated within 5-10 business days.
Once a quote has been generated, the requestor must respond via email and provide approval along with the related ICB number before the installation can be scheduled.
ICB’s should be sent through campus mail to Chris Murray, ITS, 401 Robertson Hall. The physical ICB must be received before configuration information is provided.
Once an ICB has been received, ITS Network Services will then advise on a setup time and decommission time for the temporary installation. ITS Network Services will also provide the network name (SSID) and password (pre-shared key) that can be distributed as required to the event attendees. Client wireless adapters must be able to support WPA or WPA2.
Throughout the duration of the event or conference, the requesting department is responsible for the security of temporary wireless access points. Rooms must be locked when not in use to prevent the loss of theft of equipment.
Work Order Quotes remain active for 30 days. After 30 days the work order is closed if the customer does not grant approval. The work order can later be re-opened at the customer’s request.
Once the conference/event is completed, the work order is closed and a notice is sent to the requestor.
Technical Support:
All wireless related problems should be directed to the ITS Service Desk. The following information is required:
(a) Client Name, Email Address, and Phone Contact.
(b) The Building Name and Room number where the problem was experienced.
(c) The Date & approximate time the problem was experienced.
(d) The wireless network(SSID) name that the user was connected to or attempted to connect to.
(e) The client’s user ID that was being used.
(f) A short description of the problem.
The ITS Service Desk will open up an interaction/incident in CSM and then verify that the problem location is within an official coverage zone.
If we do not provide coverage to the area, the client will be advised that service is not available at this time, the location will be noted in CSM, and the interaction/incident will be closed.
If the problem area does reside within the current coverage zones, the ITS Service Desk will attempt to resolve the issue through a series of troubleshooting steps.
If the ITS Service Desk is unable to resolve the issue, the incident will be assigned to the ITS Network Services team. In order for to be transferred, all required information must be added to the incident. If there is not enough required information or contact information to troubleshoot the problem, the request will be re-assigned to the ITS Service Desk to obtain the required information.
If there are several clients reporting the same issue simultaneously and a system wide backend problem is suspected, ITS Service Desk will immediately contact ITS Network Services team by phone to confirm a system wide problem but will continue to troubleshoot the issue through normal procedures until a system wide problem has been confirmed.
Once a system wide problem has been confirmed, all service calls relating to the same problem will be marked as duplicate, and assigned to the ITS Network Services team. The ITS Network Services team will provide updates as required for the ITS outage notification web page.