2.13.7  Calling Card Ordering System

Manual Transmittal

July 23, 2013

Purpose

(1) This transmits revised IRM 2.13.7, Enterprise Networks , Calling Card Ordering System.

Material Changes

(1) This IRM has been prepared in accordance with requirements resulting from the IRM restructuring and IRS modernization efforts. It provides guidance and directions for telecommunications services and knowledge of the processes and standards that are in place.

(2) This IRM includes new procedures and guidelines for ordering a calling card (2.13.7.3.1).

(3) This IRM includes new procedures and guidelines for using the reservationless conferencing feature (2.13.7.3.9.2.3).

(4) This IRM includes new procedures and guidelines for using a braille calling card (2.13.7.3.9.3).

(5) Enterprise Networks was changed to User and Network Services throughout the document.

(6) MITS was changed to IT throughout the document.

Effect on Other Documents

IRM 2.13.7 dated January 25, 2007, is superseded.

Audience

The Information Technology (IT) organizations and other divisions and functions needing telecommunications services.

Effective Date

(07-23-2013)

Terence V. Milholland
Chief Technology Officer

2.13.7.1  (07-23-2013)
Purpose

  1. This IRM describes the Calling Card Ordering System provided by User and Network Services. It provides guidance and the processes used by IRS employees for ordering calling cards. It also describes how to use the calling card and the features and functions associated with it.

  2. If there are any questions or if additional guidance is needed with this IRM, contact User and Network Services at 202-283-2936.

2.13.7.2  (05-31-2013)
References

  1. The following references were used to develop this standard.

    • The Privacy Act of 1974.

    • The Government Performance and Results Act of 1993.

    • The Information Technology Management Reform Act of 1995.

    • User and Network Services Calling Card Ordering System web site, http://callingcard.web.irs.gov.

    • Directory Services web site, http://discovery.directory.enterprise.irs.gov.

    • Office of the Publishing Director web site, http://publish.no.irs.gov/catlg.html.

    • Employee Resource Center web site, http://erc.web.irs.gov.

2.13.7.3  (05-31-2013)
Calling Card Ordering System

  1. The Calling Card Ordering System (CCOS) provides a Service-wide online ordering and inventory system for all calling cards used at the IRS. It also provides a centralized calling card database used for accountability.

2.13.7.3.1  (05-31-2013)
How to Order a Calling Card

  1. IRS employees can order new calling cards through the online method using an electronic form or the hardcopy method using a paper form. Only one calling card can be ordered per employee. In each scenario (online or hardcopy), the employee or manager must provide the Standard Employee Identifier (SEID) number. The SEID is a unique identifier that replaces the use of the social security number to preserve privacy. The SEID number can be obtained at the Directory Services web site at: http://discovery.directory.enterprise.irs.gov .

    Note:

    TIGTA employees do not have a SEID.

  2. Online Ordering - IRS employees can order calling cards by completing an automated intranet Calling Card Order Form available at User and Network Services’ calling card web site at: http://callingcard.web.irs.gov . The form requires pertinent information, including the employee’s SEID. When the form is submitted, the following tasks are performed:

    1. A message is sent to the First Review Manager that a Calling Card Order Form was completed. This message provides a specific intranet address that the First Review Manager must review to take action on the employee request(s).

    2. The First Review Manager must review the information for accuracy and, assuming the manager concurs that the employee should receive a calling card, approves the request, then selects the Second Review Manager or designee.

    3. The Second Review Manager or designee will review, approve, and then click the "Submit" button, which will electronically forward the automated request(s) to the Detroit Agency Representative (DAR) Staff at the Detroit Computing Center.

  3. Manual Ordering -If IRS employees do not have intranet access, the employee should complete a hardcopy of Form 12836, Calling Card Order Form or contact the DAR Staff at (313) 234-1738 and they will prepare an online order form for the employee and forward the form to the employee’s manager for approval.

  4. A hardcopy of Form 12836, Calling Card Order Form, can be obtained through the Forms and Publications web site at: http://publish.no.irs.gov/catlg.html . This form can be completed and distributed to the First Review Manager, Second Review Manager or designee, and the DAR Staff.

  5. The DAR Staff must add the managers mailing address, employee e-mail address, and the hierarchy code for each calling card order and transmit the information to the vendor. Notification of approval by the First Review Manager, with concurrence by the Second Review Manager or designee, is mandatory before the DAR Staff is authorized to order any calling card.

  6. The vendor mails the calling card to the First Review Manager for distribution to the employee.

  7. When a new calling card has been received by the employee, the employee must immediately acknowledge receipt by entering information through the User and Network Services calling card web site at: http://callingcard.web.irs.gov . The employee must click the "Card Receipt" button, which will send a message acknowledging the receipt of the calling card. However, if the employee is unable to acknowledge receipt online, he or she must sign the vendor’s transmittal sheet (packing slip) and the manager must fax it to the DAR Staff at 313-234-1759.

  8. If the employee already has a calling card and it is being replaced by another vendor’s card, the employee must destroy the calling card, which has been replaced.

2.13.7.3.2  (05-31-2013)
Management Control and Responsibility

  1. The Government Performance and Results Act of 1993 holds Federal Managers accountable for program planning, as does the Information Technology Management Reform Act of 1995 with respect to investment, results, and increased operational efficiency. The calling card ordering process is an acquisition procedure for which managers are responsible and accountable for items being ordered.

    Note:

    Notification by the manager is mandatory before the DAR is authorized to order any calling card.

  2. Upon fulfillment of the calling card orders by the vendor, the cards are sent to the First Review Manager for issuance to the employee(s). All IRS employee must acknowledge receipt of the calling card by accessing the User and Network Services calling card web site at: http://callingcard.web.irs.gov . Click the "Card Receipt" button and a receipt will be submitted. Managers must ensure that IRS employees have acknowledged the receipt of the calling card.

    Note:

    If the employee is a TIGTA employee and does not have access to the web site, he or she can e-mail the DAR Staff at callingcard@irs.gov. The TIGTA employee must indicate that the calling card has been received and that the e-mail serves as an acknowledgement of receipt.

2.13.7.3.3  (05-31-2013)
Criteria for Ordering the Vendor Calling Card

  1. The National Office User and Network Services, Voice Services Section recommends the following criteria for issuance of the calling cards to IRS employees who have a business need and have management approval. These criteria do not apply to TIGTA employees. These criteria are recommendations and are to be used as guidelines:

    1. Travels in-and-around the commuting area but incurs long distance charges when calling back to the office, to taxpayers, or to the employee’s residence.

    2. Performs city-to-city travel (outside the commuting area).

    3. Participates in Flexi place program.

    4. Places international calls.

    5. Required to set up conference bridges on a routine basis.

2.13.7.3.4  (05-31-2013)
Privacy Act Statement

  1. All IRS employees must adhere to the following paragraphs (2) and (3) from The Privacy Act of 1974.

  2. "Our authority for requesting this information is 5 U.S.C. 301, which permits federal agencies to request information for administrative purposes and Executive Order 9397, which permits solicitation of your social security number (SSN) for agency administrative purposes. The primary purpose of requesting this administrative information is to order a Calling Card, establish a Personal Identification Number (PIN) for each respective Calling Card, and provide administrative and financial reports. The information may be disclosed to the Department of Justice when the use of such information is deemed to be relevant and necessary to litigation when the IRS or the Department of the Treasury is a party to the litigation. It may also be disclosed to appropriate Federal, State, local, or foreign agencies responsible for investigating or prosecuting waste, fraud, and abuse. Disclosure of a portion of your SSN for use as the PIN and other information is voluntary, but failure to provide all or part of the requested information may result in the denial of the Calling Card order."

  3. "The employees SEID and e-mail address will be provided to the vendor at the time the Calling Card order is placed. The Contract with the vendor specifies that when the vendor stops conducting business with the IRS that all documentation will be destroyed. The SEID is necessary for ordering and tracking the Calling Card. The employees e-mail address is necessary for the vendor to e-mail the Calling Card PIN directly to the employee."

2.13.7.3.5  (05-31-2013)
Certification

  1. All IRS employees must certify that the information provided on Form 12836, Calling Card Order Form, is accurate to the best of their knowledge, that the request for the calling card is based on the business need to perform duties as an Internal Revenue Service employee, and that the employee’s full name is the same as it appears on the employee’s personnel record.

2.13.7.3.6  (05-31-2013)
Review Manager Responsibilities

  1. First Review and Second Review Manager responsibilities are referenced in the procedural guideline documents available through the User and Network Services calling card web site at: http://callingcard.web.irs.gov. Click the "First Review Manager/Second Review Manager" buttons to access information regarding manager responsibilities.

  2. First Review and Second Review Managers must register on the web site before an IRS employee can place an order.

2.13.7.3.7  (05-31-2013)
Ordering a New Calling Card

  1. All IRS employees are responsible for ordering their own calling card.

  2. Calling cards can be ordered through the User and Network Services calling card web site at: http://callingcard.web.irs.gov or by completing a Calling Card Order Form (Form 12836).

2.13.7.3.7.1  (05-31-2013)
Ordering a Calling Card Online

  1. All IRS calling cards can be ordered using User and Network Services calling card web site at: http://callingcard.web.irs.gov. Refer to the "How to Order" link on the web site, which provides guidelines for IRS employees to obtain their calling card.

  2. To place an order, from the calling card home page, click the "Order a Card Now!" button and follow the instructions provided.

    Note:

    Review managers must be registered before an employee can place an order. If the employee’s manager is not registered, inform that manager that he or she must register before the calling card can be ordered.

  3. All information on the Calling Card Order Form must be completed, especially the following fields:

    • PIN – A four-digit number an IRS employee uses to gain access to the calling card account. A PIN is created by the employee and consists of any four-digit number that is easy to remember. The PIN entered on the application form will be used as the PIN for the employee’s calling card. However, PINs must not begin with the numbers 0 (zero) or 1 (one) or contain the same four numbers, as that combination of numbers is unacceptable.

    • International Calling – Used for Official Business Only. If there is a business need to call foreign countries, select International; otherwise, select Domestic. Domestic calling service is the default service.

    • Business Operating Division (BOD) – All IRS employees must enter their BOD. Click on the Down arrow next to the field and select the appropriate organization from the list of organizational entities. The field will populate with the information selected.

    • Manager – All IRS employees must enter their manager’s name.

  4. When the form is completed, click the Send Request button.

  5. The request is moved to the next level for review. Once the second level manager concurs, the request is forwarded to the DAR Staff for processing.

    Note:

    Processing the Calling Card takes approximately 30 to 45 days.

2.13.7.3.7.2  (05-31-2013)
Ordering a Calling Card using a Paper Application

  1. Hardcopy submissions of Form 12836, Calling Card Order Form must only be used if an IRS employee does not have computer access to the CCOS web site. Form 12836 can be obtained through the Forms and Publications web site at: http://publish.no.irs.gov/catlg.html.

  2. To request a calling card using a paper application, perform the following tasks:

    1. Complete Form 12836, Calling Card Order Form

    2. Submit the form to the employee's first and second level manager for signature/approval. The manager is responsible for further processing.

    3. Fax the signed form to the DAR Staff at 313-234-1759.

    Note:

    To prevent any delays in processing, ensure the form is legible and the employee’s SEID is provided. Otherwise the form will be delayed from processing. If an employee does not have a SEID, refer to the Directory Services web site at http://discovery.directory.enterprise.irs.gov or access the he User and Network Services calling card web site at: http://callingcard.web.irs.gov, click the " How to Order" link, and the click the "How to Get Your SEID" link. TIGTA employees do not need to include their SEID since they do not have a SEID.

2.13.7.3.8  (05-31-2013)
Using the Calling Card

  1. Instructions for using the calling card are available on the User and Network Services calling card web site at: http://callingcard.web.irs.gov . Click the "Frequently Asked Questions (FAQs)" link for more information. Click the "Schedule Conference Call" link for instructions on how to place a conference call.

  2. Assistance with calling card related questions is available from the DAR Staff at the Detroit Computing Center from 7:00 AM to 4:30 PM EST.

  3. All calling card holders who have additional questions must contact the DAR Staff at 313-234-1738 or e-mail them at callingcard@irs.gov .

    Note:

    All IRS employees who hold calling cards must not contact the vendor’s Customer Service number as displayed on the back-side of the calling card. The DAR completes all vendor correspondence.

2.13.7.3.9  (05-31-2013)
Features and Special Procedures

  1. This section provides information on items requiring special attention or that are outside of the standard ordering process. It includes information on the Automatic Number Identification (ANI), Conferencing Services, and how to obtain a Braille Calling Card.

2.13.7.3.9.1  (05-31-2013)
Automatic Number Identification Suppression/Caller ID Blocking

  1. The Automatic Number Identification (ANI) Suppression/Caller ID Blocking is 1-800-508-2927. ANI displays the calling information, usually a name and a telephone number on a Caller ID box. ANI suppression blocks the caller information from displaying and protects the privacy of employees from taxpayers whenever the call is placed from a non-government owned telephone. All calling cards have ANI Suppression/Caller ID Blocking.

  2. Information on ANI and Caller ID Blocking is provided on the User and Network Services calling card web site at: http://callingcard.web.irs.gov . Click the "Caller ID Blocking" button for additional information.

2.13.7.3.9.2  (05-31-2013)
Conferencing Services

  1. IRS employees have access to teleconferencing services using their calling cards. There are three options for setting up a teleconference. They are Treasury Teleconference Service, Reservation-based Conferencing, and Reservationless Conferencing.

2.13.7.3.9.2.1  (05-31-2013)
Treasury Teleconference Service

  1. The Treasury Teleconference Service is a prepaid IRS/Department of the Treasury shared service. All IRS employees must use this service first before using the other conferencing services offered by the calling card vendor. The service is user-friendly and provides enough ports to accommodate user needs.

  2. All IRS employees must contact a Treasury operator at 202-622-2777 or send an e-mail to teleoperators@do.treas.gov to reserve a time and the number of lines required for a conference call.

  3. When scheduling a conference call using the Treasury Teleconference Services, all IRS employees must adhere to the following procedures:

    1. Avoid unapproved toll charges by setting up the conference call from a government FTS telephone.

    2. If the teleconference scheduled is cancelled, the host MUST cancel the call with the Treasury Operator. This will open up ports for other Treasury users.

    3. All IRS employees serving as teleconference Hosts are responsible for ensuring that enough ports are reserved for their conference. To determine the correct number of ports, the Host must know the number of different phones will be calling in to the conference (each phone could be a conference phone with any number of people).

  4. All IRS employees with questions regarding the Treasury Teleconference Services, must call 202-622-1108 for support.

2.13.7.3.9.2.2  (05-31-2013)
Reservation-based Conferencing

  1. Reservation-based Conferencing is a feature available on the calling card. Refer to the instructions provided with the calling card. This service accommodates up to 200 ports.

  2. Reservations can be made in two different ways: Demand or Reservation.

  3. A Demand Call can be set up immediately. This call usually occurs in less than 15 minutes.

  4. A Reservation Call can be set up for 15 minutes after the request is made, or one day, one month, or up to one year in advance. Standing Reservations are available, for recurring conferences that take place on a regular basis, such as daily, weekly, biweekly, or monthly conferences.

2.13.7.3.9.2.3  (05-31-2013)
Reservationless Conferencing

  1. Reservationless Conferencing is a feature that uses a separate card. IRS managers, project managers, or IRS employees setting up regular weekly or monthly conference calls primarily use this feature. Only one Reservationless Conferencing card can be ordered per employee.

  2. Reservationless Conferencing requires an additional calling card with a 1-800 number, which accommodates 3 to 125 participants (including the host) on demand. Chairpersons and participant access codes are provided. The Reservationless Conferencing Calling Card owner must notify the participants of the conference date and time, dial-in number, and participant code. The conference begins when the chairperson arrives on the phone and ends when the chairperson hangs up the phone.

2.13.7.3.9.3  (05-31-2013)
Braille Calling Card

  1. Braille Calling Cards for visually impaired employees are available upon request. Only one Braille Calling Card can be ordered per visually impaired employee.

  2. Information on obtaining a Braille Calling Card is provided on the User and Network Services Calling Card web site at: http://callingcard.web.irs.gov . Click the "Order a Braille Card" link for additional information.

2.13.7.3.10  (05-31-2013)
Special Services

  1. This section includes services that are available to IRS employees to accommodate issues appropriate to respective cardholder(s) needs. It includes information on Personal Identification Number changes; lost, stolen, or compromised calling cards; employee transfers; employee separations; and help desk procedures.

2.13.7.3.10.1  (05-31-2013)
Personal Identification Number Change

  1. The Personal Identification Number (PIN) is a series of four random numbers that IRS employees must create in order to access their calling card account. Only the calling card holder can request a PIN change for his or her calling card. Any request made by another person who is not the calling card holder will be rejected.

  2. Information on changing a calling card PIN is provided on the User and Network Services Calling Card web site at: http://callingcard.web.irs.gov . Click the "Change Your PIN Number" link for additional information. All IRS employees changing their PINs must adhere to the following procedure:

    1. Access the User and Network Services calling card web site at http://callingcard.web.irs.gov.

    2. Click the "Change your PIN Number" link.

    3. Complete the form as indicated.

      Note:

      The four-digit PIN must consist of a series of four random numbers from 0-9. However, the PIN must not begin with 0 (zero) or 1 (one) and cannot consist of the same four numbers.

    4. Click the "Submit your Request" button.

    Note:

    The change will be confirmed via e-mail in approximately 15 to 30 days.

  3. The request for changing a PIN takes approximately 15 to 30 days. However, if during this waiting period there is difficulty with placing calling card calls, retry the call using the new PIN. A time lag may exist between the time the PIN is changed on the vendor system and the time the employee is notified of the change.

2.13.7.3.10.2  (05-31-2013)
Lost/Stolen/Compromised Calling Card

  1. All IRS employees must immediately call their local Help Desk to issue a ticket to the DAR Staff, if a calling card has been lost, stolen, or compromised. An employee’s manager must also send an e-mail to callingcard@irs.gov and request a replacement card under the subject heading " Lost/Stolen Calling Card/Re-issuance Needed." The manager must also include his or her current mailing address and phone number. If the cardholder was issued a separate Reservationless Conferencing card, that card must also be cancelled, as cards are linked for billing purposes.

  2. The DAR Staff will notify the manager of the cancellation/re-issuance of the calling card.

  3. Information on reporting a lost, stolen, or compromised calling card is provided on the User and Network Services calling card web site at: http://callingcard.web.irs.gov. Click the "Lost/Stolen Card" link for additional information.

2.13.7.3.10.3  (05-31-2013)
Employee Transfers

  1. All IRS employees who are transferred or reassigned within the IRS may keep their calling card. The employee’s manager must send an e-mail to the DAR staff at callingcard@irs.gov with the following information:

    • Employee name

    • 10-digit calling card number

    • Old Business Unit

    • New Business Unit (if applicable)

    • Previous Manager’s name

    • New Manager’s name.

  2. After receiving the e-mail, the DAR Staff will update the employees’ record.

2.13.7.3.10.4  (05-31-2013)
Employees Separating from the IRS

  1. All IRS employees who are separating from the IRS must have their managers cancel their calling cards. The employee’s manager must prepare a Separation Action SF-52 through HR Connect or the Totally Automated Personnel System (TAPS). The employee’s manager must also send an e-mail to the DAR staff at callingcard@irs.gov to ensure the calling card is canceled immediately. The e-mail must contain the employee’s name, 10-digit calling card number, and manager’s name. The subject of the e-mail must state "Employee Separation – Cancel Calling Card."

  2. Each pay period, the DAR Staff downloads a Separated Range Report from TAPS. This report provides a list of names of employees who have left the IRS and calling cards are cancelled based upon information obtained from this report. As soon as the DAR Staff learns of a separation, they place an order with the calling card vendor to cancel the card.

2.13.7.3.10.5  (05-31-2013)
Help Desk Procedures

  1. Calling card help desk procedures for all IRS employees are provided on the User and Network Services calling card web site at: http://callingcard.web.irs.gov . Click the "Help Desk Guide" link for additional information.

2.13.7.3.11  (05-31-2013)
Centralized Calling Card Inventory

  1. One standard, service-wide in-house inventory of calling cards is established and supported by the DAR Staff to provide the following benefits:

    • Cardholder’s current location

    • Cardholder’s current manager.

  2. The CCOS receives a daily data extract from TAPS for purposes of updating manager/employee relationship data and keeping the inventory records current.

  3. If the manager/employee relationship data in CCOS is incorrect, such as the wrong manager is receiving a card for an employee, the manager of the employee must report any discrepancies to the Employee Resource Center (ERC) at 1-866-743-5748 and select option 1 for an Employee Account Representative to research the discrepancy. The manager must also open a service ticket at http://GetServices.web.irs.gov. Click My Career link, and under the heading "My Employee Information" , select "HR Connect--System Assistance" from the drop down list provided in the field to open the ticket.

2.13.7.3.12  (05-31-2013)
Acknowledging Receipt of a Calling Card and Custody Receipt of Government Property (Form 1930)

  1. The DAR Staff will not be required to retain and track custody receipts (Form 1930) for calling cards. This process is up to the discretion of each manager.

  2. All IRS employees are expected to acknowledge receipt of their calling cards upon receipt. All IRS employee must acknowledge receipt of the calling card by accessing the User and Network Services calling card web site at: http://callingcard.web.irs.gov. Click the " Card Receipt" button. The system will acknowledge the receipt. If the employee does not take action, his or her calling card could be cancelled without notice.

  3. For TIGTA employees who do not have computer access to the web site, all IRS manager(s) must have employee(s) sign the Transmittal Form (the vendor’s packing slip that accompanies the calling card) upon receipt of the new calling card. The Transmittal Form for the respective First Review Manager lists all employees receiving a calling card.

  4. Once all employees have signed for receipt of their respective calling cards, the Transmittal Form is faxed to the DAR staff at 313-234-1759 and retained for audit purposes. Additionally, the First Review Manager may elect to have the employee complete a Custody Receipt For Government Property Form 1930, but this is not a requirement of the DAR Staff.


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