Requesting Intercom Service

Instructions for requesting the appropriate intercom service, based on issue being experienced.

Issue/Question

If I have an issue, question, or need repair of a WKU intercom device, what kind of service request should be submitted?

Environment

• WKU intercom
  • Aiphone brand
  • Axis brand

Resolution

In order of importance:

1. If the circular, blue light on the intercom (Axis) is not illuminated or does not strobe when pressed, submit Physical Security Technology Issue or Request form.
2. If the device is not equipped with a light, the light is properly illuminated, or you're uncertain if there is a light, and you are unable to place a call, answer a placed call, or the call audio is degraded, submit Network or Voice Issue or Request form.
3. If you need calls from the device to route to a different phone number, or related request, submit Network or Voice Issue or Request form.
4. If the intercom has a camera and you are unable to view the video feed, submit Physical Security Technology Issue or Request form.

Issues commonly reported alongside intercoms, but are not an issue with the intercom device:

1. If pressing the door unlock button does not unlock the door, submit Physical Security Technology Issue or Request.
2. If a nearby card reader will not read a card, does not have an illuminated LED, or the door does not unlock, submit Physical Security Technology Issue or Request.