Introduction to the University Residence Telephone Service (ResTel)
IMPORTANT NOTICE TO ALL RESTEL USERS
TERMINATION OF RESTEL SERVICE – STUDENT/STAFF ACCOUNTS
It is with much regret that I must inform all students and staff that the ability to open an account and make external calls from University telephones, using a RESTEL PAC Code, is to cease.
Our hardware is tired and out of date and we have been informed that software support, currently provided by BITEK USA, will be withdrawn with effect from 9 September 2013. To upgrade the BITEK software would cost in excess of $35000. This is considered too expensive with only 125 students, out of 8000+ potential users, having opened accounts.
Therefore, as of 1 June 2013 no requests to open RESTEL accounts will be accepted. Those student s already having an account will be permitted to use the service up and until 31 August 2013 (excluding top ups). After this date any “live” account will be closed. Should a student still have credit above £5 there is the opportunity to request a refund in accordance with current procedures.
Telephones currently located in halls of residence bedrooms will not be withdrawn. Internal calls between bedrooms or to Admin numbers will still be permitted and remain free. External callers will still be able to dial residential numbers from outside the University by dialling 01334 464748 and, after the prompt, entering the number required. Voicemail will also be available if requested.
The University telephone system will be configured to allow residential numbers to dial free phone, 0300/0500/0800, numbers (for calling card use), but not 0844 or 0845 or any other number that is likely to incur a charge. Facilities already provided to halls, enabling short code dialling to NHS 24, doctors surgeries and similar will not be affected.
Web pages and terms and conditions for using telephones in halls will be reviewed during the Summer and amended accordingly.
Any questions should be directed to email@example.com
Telephone System Administrator
You will find a telephone handset in your room. This provides you with your own private, 5 digit, dedicated telephone line with optional voicemail. The line will already be activated for internal calls. These numbers ARE NOT available to direct dial from outside the University. To access a 5 digit extension number from outwith the University a caller must dial 01334 464748 (from overseas ++44 1334 etc) and then enter the 5 digit extension number when prompted. These numbers can still be used to make external calls subject to the appropriate registration with ResTel. (See below).
This telephone service is included in your room rental, however before you can make external calls you must register (online) with ResTel. You will be unable to make an on-line payment until a form has been submitted (see below) and your details added to the database. Students are requested to ensure that they do not use the staff registration form. (There is no requirement to register or make a payment if you do not intend to make external calls).
You must also register for the optional voicemail service. If you do not wish to utilise the free voicemail service please notify the ResTel office by emailing firstname.lastname@example.org . See Restel User guide for set up instructions.
External calls to your extension are charged at the rate applicable to the service provider your caller is using. There is no charge to the student for receiving incoming calls.
(If your telephone does not have a label with an extension number on it please contact the ResTel helpdesk from that telephone on extension 7221 or 2100 during office hours for assistance).
You must submit the registration form before making your on-line payment. You will be unable to make an on-line payment until a form has been submitted and your details added to the database, or update an existing account - forms submitted outwith office hours will be processed on our next working day. Your PAC number will be sent to your Campus address, and, on receipt, you should then make your on-line payment. Only then will your PAC be activated. Documentation to enable you to make external calls (Personal Authorisation Code) cannot be sent out prior to registration.
Payments are now automatically credited to your account, 24 hours a day. If someone is making a payment on your behalf, they must give your details on the front page of the payment process and their details on the credit card page.
Refunds and Account Closure
Refunds requested within 90 days of the last payment will be refunded direct to the credit/debit card used for that payment. Thereafter, refunds will be processed to the bank account held on file by the University's Finance Department. Send refund requests to email@example.com with "Close my ResTel account" in the subject line and include your full Name, Student ID and Campus address.
It is your responsibility to email the ResTel office with a request to close your account, and have any leftover credit (minimum £5) refunded. Refunds will only be processed when an email request is received in the office.
The Terms and Conditions for the Service will be updated to reflect these changes to view, please visit the T and C page at the following URL: ResTel Terms and Conditions (PDF, 91 KB)
On-line ResTel statements are now available and ready to use @ https://www.st-andrews.ac.uk/restel/Login.php. to access your account enter your University user name and current password. Please contact the restel office if you experience any difficulty.
Your own phone and number. (Extension numbers are not transferable between rooms).
People able to call you directly/indirectly in the privacy of your room in a hall of residence.
Free internal calls - just dial the four (Admin) or five (Residence) digit extension.
All students in halls of residence can call each other and other University extensions free of charge.
Use of telephones
You cannot make external calls from your room, or any other University telephone, until you have received your PAC and then made your initial payment. The cost of making any external call will be deducted from your account once you have completed the call and hung up. You may also access your voicemail from another phone using your own voicemail security code. It is the responsibility of the account holder to ensure that they have sufficient credit to make and complete the next external call.
Competitive outgoing call rates
The ResTel UK and International call rates are competitive. A complete list of call rates is available on this web site and from the ResTel office.
The University of St Andrews runs a dedicated Helpdesk for ResTel services. The ResTel adviser will look after:
- your payment,
- account charges and
- any operational problems you may experience with your phone.
The helpdesk opening hours are Monday to Friday 9.00 am to 5.00 pm. Contact number: (01334 46) 7221.
Easy payment method
Top up your account by making an online payment, whenever your balance gets low (minimum payment £10).
This will be credited automatically as soon as you make your payment (except for initial payments). Payments made out of office hours (over the weekend and public holidays) will also be credited automatically to your account.
You will receive monthly statements. However, you can check the status of your account, 24 hours a day, by calling telephone extension 5014 and following the instructions. A credit balance means that you can make calls, whilst a debit balance indicates that you will have to top your account by making a payment.
Payments can be made online by credit/debit cards only. Cash payments are not accepted other than to facilitate account closures.
Optional voicemail service
To compliment your ResTel account you can register for your own personal voicemail box as part of the account registration procedure. For no additional charge you will be able to receive messages in your own, easy to use, voicemail box. However, you may elect to have a voicemail-only service, without opening a ResTel account, this can be achieved by completing the voicemail-only registration form.
Note: If you have already completed the online registration form and indicated a requirement for voicemail there is no need to complete the voicemail-only registration form.
Your own PAC number
Your Personal Authorisation Code (PAC) number enables you to make personal calls from any University telephone and ensures that the calls are billed correctly to your account.
PAC numbers are issued after a registration form has been received. Your PAC will be sent under separate cover. This may take two to three days to reach your nominated address, through the University internal mail. Once the PAC is received by you, make a payment and your account will be activated.
It is important when making an on-line payment to ensure the process is completed correctly otherwise your payment WILL NOT be credited to your account.
Please note that if you move rooms you must notify the ResTel office (7221 or 2100). Extension numbers cannot be transferred between rooms.
ResTel Terms and Conditions
The Terms and Conditions for use of the ResTel service are applicable whether a student has opened an account or not. They should be read and can be found in the following document:
ResTel Terms and Conditions (PDF, 91 KB)