Division of Information Technology

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Frequently Asked Questions

Communications Charging

Each computer in your section is charged a $24 per month rental fee. Internet access outside of the CSU network will be charged at 1 cent  per megabyte (ex GST). Internal network charges (phone calls and data) are not charged.

Each phone in your section is charged $24 per month rental fee. Telephone call charges are as listed below

Call Type Charge
Intercampus calls Free
Local Calls 1 cents per minute (minimum charge 10 cents)
STD Calls 10 cents per minute (minimum charge 10 cents)
IDD Calls Mobile Calls 60 cents per minute (minimum charge 30 cents) 25 cents per minute (minimum charge 25c)

Q1 - How many computers and phones am I being charged for, and how can I find out where (which room/building) they are in?

You may log a service desk call to find out the name and number of phones and computers you're being charged for, although your communications bill emailed monthly to your section lists these items. The service desk can investigate and identify where phone and data connections are emanating from as well.

Q2 - How do I add and remove computers and phones I am responsible for?

Use the Comms Charging Web Interface after you have booked in for a training session.

Q3 - How do I deal with disputes about charging?

Log a call with the Service Desk, detailing all relevant information regarding the charging issue you are disputing

Q4 - Are students charged the same amount?

As students do not ‘own' phones and computers on campus, it is not possible to charge them monthly rental amounts. However, usage charges to apply for internet usage.

Students are charged 1.1 cents a megabyte (inc GST) for all internet traffic outside of CSU. All internal CSU webpages are free to access.

Students in Residences are charged an IT Levy of $210 by Residences and Catering to cover the costs of IT services provided to Halls of Residences.

Connecting to my.csu

Q1 - I can't get to my.csu or other secure CSU sites like Forums? The rest of the internet is OK

What version of your Browser are you using?

It should be Internet Explorer 7 at least. You can find out what version you are using through by choosing Help > 'About Internet Explorer". If you don't have this version you can download it from the DIT website, Software Download Page, which is located here -

https://online.csu.edu.au/division/dit/software/core.html

Make CSU a trusted site

If you are running Windows XP, Vista or 7, it has an Internet connection Firewall that is turned on by default, you may need to turn this off.

If you are accessing CSU from work - there may be a firewall in place that prohibits you from accessing secure sites like CSU. You need to talk to your system administrator and advise them that to allow you to get to the CSU sites:

my.csu Forums

Q1 - I've lost my subjects and forums in my.csu - where have they gone?

You may be in another 'Channel' such as Student Services. In my.csu, click on the "My Channel " link (in the left hand side window "Channels") , then your forums and subjects will appear. If they are still not appearing under the My Subjects box, or are not appearing by going directly to http://forums.csu.edu.au, contact the IT Service Desk.

Q2 - Why doesn't my forum exist yet?

If you get the message that the forum doesn't exist, you must wait until the forum is created. The forums go online approximately three (3) working days before the start of session.

Outlook - Staff

Q1 - How do I access my archived Outlook messages?

  1. In Outlook choose File > Open > Personal folders file (.pst) or Outlook Data file
  2. Find your P drive data folder and then the Outlook folder within it.
  3. Double click on the archive.pst file
  4. You should now have an archive folder in your folder list.
  5. Double click on folder(s) now you can see the emails that are archived.
  6. NB With Macs, instead of the right mouse button hold down the apple key while clicking on the archive folder.

Q2 - I can't open Outlook but I'm logged onto a PC that I don't normally use.

If you don't regularly do this, you can use WebOutlook or Thin Client to temporarily access your email on another campus or another PC. Otherwise, please contact the IT Service Desk for assistance.

Q3 – Accessing Web Outlook for off campus email access.

You should access it through the link under IT Services within Quicklinks in my.csu. If you've bookmarked the old page - it's now http://weboutlook.csu.edu.au/. You login as normal using your CSU login credentials.

Q4 - Why can't I see my messages in WebOutlook

Is the message archived through the IXOS archive system? If so, you will not be able to view this message through WebOutlook, you will need to login through thin client instead

Email, Junk Email, Viruses

Q1 - Why aren't I getting email from CSU? I didn't get email warnings about my password, printing credits etc

  1. Do you use a Web based email system such as Hotmail and have your CSU email redirected to this account? If so, your account may have expired or your mailbox may be full. If so, any email coming to you will 'bounce'
  2. Check Junk email filters, as sometimes messages can end up there.

Q2 - My friends have been sent an email from my CSU email address and it has a virus in it - what's going on?

Any email address can be pirated - a false account that looks like yours is set up on a malicious email server, the virus email is then sent out looking like it is coming from you.

This happens to staff and students, this process is virtually impossible to stop.

Q3 - I'm getting too much Junk mail - what do I do?

  1. Be careful about where you provide your email address online for surveys or information. Often you have the option to request that you aren't contacted after your request.
  2. Don't reply to the email, it will only show that your email address is active, delete the email. Often replying with a complaint will mean that the sender will have then a confirmed email address to use
  3. You can use the filters provided in your email package to remove junk mail from certain sources and automatically delete

Phone Installation

Q1 - How much money will it cost for a new telephone line?

The current cost is  $150.00 to initiate a new telephone extension, however once CSU moves to the new VOIP system, network points (rather than phone points) will be used and thus there will be no charge as long as you have an active network point.

Q2 - I am moving offices, am I able to take my existing telephone number with me? Will there be a cost incurred?

Yes, you can take your phone number with you when you move. If you have a new VOIP telephone – you can simply move your phone to your new location and connect it.

Q3 - Can I change or choose my own telephone extension?

No, unless there are special circumstances as to why you wish to have a particular number. If this is the case you will need to go through an approval process outlining the reasons why this number is so important.

Q4 - If I request a new telephone extension do I receive a phone with this request or do I have to purchase a phone separately?

Under the new VOIP system, a basic digital handset will be included in the monthly phone rental charge (but will remain owned by DIT) – if you require an ‘executive’ digital handset you will be required to pay an additional $250.

Q5 - I have an analog phone and wish to swap to a digitial phone.

With the installation of the new VOIP telephone system occuring in 2009, all new phones will be fully digital.  We would recommend you wait till the new phones are provided.  Contact the service desk for more information

Phone Charges

Q1 - Does my budget manager incurr a charge for my phone extension each month?

Your budget manager (or yourself) will receive a monthly statement of your phone bill including the rental charge ($24.00) and a total of all call costs for that particular month, including tie, local, STD, mobile and IDD calls

Q2 - If I call interstate after 7pm does my phone bill reflect the discounted price or does that only work from home?

Telstra home rates of calls does not apply to the Universtiy or to businesses in general. However within certain time periods there does exist disconnected rates, go here

Q3 - How much does it cost to call another CSU campus or a number within the same campus?

There is no charge for any internal call to another campus (including Canada).

Q4 - My phone bill for this month seems excessive, is it possible to get a detailed listing of all calls made from my extension?

Yes. Contact your budget manager for a detailed listing.

Q5 - Can I get a listing of any numbers that have called my phone extension?

Yes, this is available although due to the complicated nature of retrieving this information a written instruction from your immediate manager as to why this is needed will be required. This request should then be sent to the IT Service Desk.

Q6 - What does it mean when my phone rings once only and then hangs up?

You have voice mail waiting to be retrieved.

Q7 - Why is the red light flashing on my phone?

You have voice mail waiting to be retrieved.

Data Network

Q1 - Is there a charge for requesting a specific length of network cable and if so how much is that charge per meter?

There is a charge of $3 per meter for network cable.

Q2 - Can I get a detailed printout of all the internet sites that have been accessed by my computer during a certain time period, and the charges associated with these sites?

Yes. Log a call with the service desk on 84357 and request a detailed printout and provide the date.

Q3 - What does a network cable look like?

Network cables at Charles Sturt University are generally Blue

Q4 - How can I tell which outlet is my telephone outlet/computer outlet?

Mostly, the data outlet is red and the telephone outlet is green, this can vary.

Voice Mail

Q1 - How can I tell what time and date a message was left?

Whilst listening to the recorded message press " 0", " 0"

Q2 - The blinking message wait light won't stop flashing?

Press # 91#

Q3 - Can the speed of the electronic lady be made faster/slower?

Yes, but only for that particular voicemail session.

Q4 - How long are saved voice mail messages kept in the system for?

25 days

Q5 - What does it mean when my phone rings once only and then hangs up?

You have voice mail waiting to be retrieved.

Q6 - Why is the red light flashing on my phone?

You have voice mail waiting to be retrieved.

Data Archiving

Q1 - What is the difference between backup and archived data?

Within the CSU environment:

Archiving

Older data can be moved to an alternate storage location by creating pst files and then burning these to a CD. If you are not sure how to do this call the service desk for assistance. The primary purpose is to provide a facility to retain older corporate data, while 'freeing up' space within the exchange (email) server, and P: and S: drives for current work.

Backup

A copy of data taken at a particular designated time. The primary purpose is to provide a disaster recovery copy of data in the case of a server or hard disk failure. Backup data is not accessible by staff, except under special circumstances.

Q2 - Where is the archived data stored?

The archived data will be stored on your P drive until it is burnt to a CD/DVD

Teleconferencing

Q1 - How do I teleconference?

  1. Dial 34755
  2. Press * to create a new conference
  3. Enter a conference ID (we recommend you use your extension number)
  4. Press #
  5. Enter a pin (if required)
  6. Others can now join the conference by dialling 34755 (02 69334755)

I have forgotten my password

Please use the Forgotten Password button on the my.csu.edu.au website.

I wish to gain access to Banner or a different administrative system

Please use the Administrative Computer Use Request Form located here.

I wish to gain access to the university web publishing server for personal web publishing

Please use the personal web publishing request form located here. and for information on personal publishing that will help you get started visit http://www.csu.edu.au/webpublishing/personal.htm

I need to install a printer on my computer

To install a new print, you can use the printer deployment page located here. Simply select your campus and building/faculty from the dropdown boxes, then click install next to the printer you wish to use.

I would like to connect my personal laptop to the CSU wireless network

Please see the wireless setup guides located here

I need new software added to lab computers or public access machines for teaching purposes

Please fill out the Computer Laboratory Software Request Form located here

I am new to Videoconferencing, where can I learn more

Visit this link for more information and training

http://www.csu.edu.au/division/dit/services/service-catalogue/video-conferencing/

I am a staff member and I want to install some software

If you are an academic you can give yourself 5 hours installers right by going to my.csu – Quicklinks – IT services - Software install rights.

If you are a general staff member you can call the service desk and advise us what software you would like to install and you may be given 5 hours installers rights.

I need to create a temporary account for a temporary staff member or a visitor to the University

You can create temporary accounts. Visit this link for more information Temporary Access - CSU Division of Information Technology

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