Telephone Numbers

6.1 General

An entity (person or non-person) may have multiple telephone numbers within the Banner system. Telephone numbers should be accurate and reflect the most recent data received. The primary Banner form used to maintain telephone numbers is APAIDEN.

6.2 Telephone Types

A telephone type distinguishes telephone numbers according to purpose and usage.           

6.3 Telephone Number Format

All national and local telephone numbers are entered using the ten-digit format, three digits in the area code field and seven in the number field with no punctuation.

The three-digit area code MUST be entered for all phone numbers including numbers in the local area.

Enter the seven-digit number WITHOUT inserting any hyphens.          

If an extension number is provided, enter only the digits of the extension in the extension field. Do NOT enter EXT or X into the extension field.

6.4 Multiple Phone Numbers

Banner will accommodate two active phone numbers of the same type, but NO MORE THAN ONE per type may be checked as primary.  Bethel’s standard is a maximum of one primary telephone number per telephone type.  The primary numbers indicate preference and are usually the numbers pulled in reports.

The most recent number according to date should be assumed to be primary, unless circumstances indicate otherwise. 

Numbers obtained from a web lookup or electronic data load (for example user = NOLIJXFR) should not be prioritized as primary over another number of that type. 

Although Banner will accommodate two active phone numbers of the same type, it is highly recommended that the older number for that type be inactivated when a new number is entered. 

6.5 International Telephone Numbers

International telephone numbers usually include a country code of 2-3 digits, then the number.  Sometimes the first few digits of the number may reflect a city code. 

The entire international telephone number is entered in the field labeled “International Access” to distinguish it as an international telephone number. 

"011" must be dialed when making international calls from the United States unless dialing to a country included in the North American Numbering Plan.  Do NOT enter the “011” standard code for international dialing in Banner.

Example:  8137599311 would be entered in the “International Access” field for a telephone number in Japan consisting of 81 for the country code, 03 for the city code and 7599311 for the phone number.

(Note:  The web site http://www.1areacodescountrycodes.com shows the country access codes and may be helpful in understanding and formatting international phone numbers.)

North American Numbering Plan (NANP)

This agreement, held among many North American countries (excluding Mexico) enables dialing international numbers in a way that is similar to traditional United States procedures (1 + area code). The following countries are considered to be a part of the NANP and can be dialed using 1 + the three digit area code. Any phone numbers from these countries can be entered in the domestic phone number field in Banner.

6.6 Frequently Asked Questions about Telephone Number Entry

What if there is no indication of the type of phone number?

Assume a new number is the currently active phone number that goes with the mailing address and replaces any existing mailing phone numbers. 

When should previous numbers be inactivated?    

Previous numbers should be inactivated when a new number is entered unless the person has indicated that they have two phones.  Unless making a correction due to an initial entry error, do not change or delete the prior telephone number.

What if we learn that a mailing phone is actually a cell phone?

On the telephone tab, add the phone with a type of cell and check the primary box.  Delete the phone number with a type of MA.  Add a comment with the cell number entry explaining that the MA phone was updated to a cell phone type.

What if the cell phone is the only phone?

On the telephone tab, add the phone with a type of cell and check the primary box.  Enter a comment indicating the individual prefers to be contacted on their cell phone.

What does the primary indicator do?

The primary indicator prioritizes two current phones of the same type indicating preference.  The stated goal at Bethel is a maximum of one active primary telephone number per type.

Note:  Banner functionality is weak, permitting multiple primary telephones, inactive telephone numbers to be still checked primary, and even multiple primary telephones within the same type.

When an individual indicates a preference for only one number, that number should be checked primary and the primary flag removed from all other active numbers no matter what type.

When an individual requests not to be contacted at a given number, Bethel needs to accommodate the wishes of the individual. That number should be checked inactive and the following comment added “Phone still active, but prefers to be contacted at” and refer to the preferred number.

What if an individual requests privacy for their cell phone so it does not display in Google?

1. Inactivate the cell phone number on the Telephone tab in Banner.
2. Add “Cell phone active but CONFIDENTIAL” to the comment field for that cell number.

When should comments be entered?

• Frequently use comments with phone numbers. Whenever possible when speaking with an individual, verify the current phone number and add a comment “Phone verified” to the Banner entry.  The activity date will be updated when saving the change, thereby documenting the last verification date.
• When an individual does not want to be contacted at a given number, inactivate the number and add the comment “Phone still active, but prefers to be contacted at” and refer to the preferred number.
• Comments should never be overwritten, only appended. Abbreviate if necessary.