Mobile Phones

A mobile phone is a long-range device used for voice or data communication over a wireless network. In addition to the standard voice function of a cellular phone, today's "smart" phones support many additional services such as text messaging, email, access to the Internet, gaming, photos, MP3 players, and GPS.

ITD operates a centralized Blackberry Enterprise Server (BES) for Blackberry mobile phones. This centralized service allows users to securely synchronize their Exchange email accounts with the Blackberry and provides funtionality to remotely clear the data from the Blackberry if it lost or stolen. There is a one-time installation charge and a monthly per user charge.

ITD Uses ActiveSync a mobile data synchronization technology and protocol developed by Microsoft for the Android data devices. Exchange ActiveSync provides push synchronization of contacts, calendars, tasks, and email between ActiveSync-enabled servers and devices.

 ITD currently has contracts with both Verizon and AT&T for voice and/or data devices. To order a new device or to upgrade a device, ITD's online Work Management System  may be used to submit a "Telecommunications" service requests.

State's Policy on Cell Phones/Smartphones

Policies are listed in the  Office of Management and Budget Fiscal and Administrative Policy Manual for more information:

• OMB Policy 514 – Personal Telephone Expenses/Cellular Devices
• OMB Policy 523 – Cell Phones

How to Order a New Smartphone

Submit a service request under “Telecommunications”

Include the following:

• user’s name(s)
• phone number(s)
• phone desired
• upgrade or new line of service
• shipping address
• specify plan

To enable email synchronization for a device, an additional request may be necessary.

For a Blackberry device, submit a second service request under “Email/IM/RightFax/Quota” and request BES to be enabled.

For Android, iOS (iPhone), and Windows devices, submit a second service request under “Email/IM/RightFax/Quota” and request ActiveSync to be enabled.

Switching From a Cell Phone to a Smartphone

Submit a service request under “Email/IM/RightFax/Quota.” Request ActiveSync be enabled for an Android or iOS (iPhone) device. Request the BES (BlackBerry Enterprise Server) account be enabled for Blackberry devices. This enables the phone to synchronize  with state email.

Switching From a Blackberry Phone to Smartphone

Submit a service request under “Email/IM/RightFax/Quota.” Request that ActiveSync be enabled. Once the new phone has been activated, submit another “Email/IM/RightFax/Quota” service request to disable/delete the BES (BlackBerry Enterprise Server) account.

Activating a Smartphone

For Verizon phones:

• Instructions are located in the red folder.
• Make sure that the device is off, charged, and that the SIM card is locked into place (if applicable).
• Call 1-877-807-4646. Have the phone number assigned to the device as well as the order number to be able to confirm during the activation process. Verizon may require authorization, if so call 701-328-1002.
• Once Verizon has activated the device, turn on the phone to finish up the activation process.
• The activation process could take 10-15 minutes in total.
• The User will need to enter a PIN.

For AT&T phones:

• Follow the instructions for activating the device by AT&T or the ones included in the order.
• Before you activate your device, make sure you have the following information:
• The order number and activation number for the device.
• The device’s IMEI number. To find this, turn on the device, and then enter *#06#. The IMEI number appears on the device’s screen. Or, when you removed the battery, you can find the device’s IMEI number printed on the sticker.
• The smart chip (SIM card) number from the device. This number is printed on the smart chip, which you can usually see by removing the device’s batter cover and battery.
• Check your voicemail as they will not be available on the new device.
• Copy all the contacts from your old smart chip to the memory of your old device.
• Use the online activation system.

Setting Up State Email

For Android Phones:

• Select “Email” from the home screen or menu
• Select “Other”Enter the user’s nd.gov email and password then select “Next”
• Select “Exchange” from the list of account typesA box stating, “The server wemail.state.nd.us requires that you allow it to remotely control some security features of your android device. Do you want to finish setting up this account?” will appear.
• Select OK.

 For Windows phones:

• Select the “Email” icon (looks like an envelope) from the main screen
• Select “Outlook” Enter Username and password for the user’s nd.gov email and select “Next” or “ok”
• A screen will popup stating “Cannot find your settings”
• Select “Advanced”Enter domain: ndgov and Server: webmail.state.nd.usIf the phone only allows the domain, enter the information, select “Next” or “OK”
• Another screen will pop up. Repeat the steps above for the server
• A screen will appear asking to create a new password for security purposes
• Select “Create New” and enter a 4 digit password and select “ok”
• Device will auto-sync and will be ready for use

For iOS phones (iPhones):

• Select “Settings” from the main screen.
• Select “Mail, Contacts, Calendars” from the Settings screen.
• Select “Add Account” from the next screen.
• Select “Microsoft Exchange” from the next screen.
• Email is your nd.gov email address.
• Domain is ndgov.
• Server is webmail.state.nd.us.
• The username and password are the same as what you use to login to your email or computer every day.
• When you are done setting up your email account, you will see a screen to customize the settings pertaining to synchronizing email, calendar items, and contacts. Accepting the defaults usually works for most people.
• For example, if you didn’t want calendar items synced from Outlook, you could disable it.
• “Mail days to sync” is the number of days-worth of email you would like stored on your phone.
• “Mail folders to push” are the folders in Outlook that would like to see available on your phone.
• Once you close out of this screen and start to get your email on the phone, it will ask you to create a pin number.
• This is a 4-digit pin number that is required every time you turn on your mobile device. Our policy requires that it be changed every 90 days.

If you have any questions pertaining to the setup of email on a mobile device, call the Service Desk at 328-4470.

Transferring Contacts

• If you presently have a smartphone and all of your contacts are already synchronized with your email account no steps are necessary.

For Verizon:

• Use Verizon Backup Assistant (Must be started before you activate the new phone). OR
• Have one of the local Verizon stores transfer the contacts from one phone to the other using their cellebrite machine.

For AT&T:

• Go to a local AT&T store and request to have the contacts transferred. OR
• Use the AT&T website for specific directions on transferring contacts for each phone type. OR
• Use the AT&T Mobile Transfer app. Customers follow the simple steps below:
• To ensure both the old and new phone are eligible for AT&T Mobile Transfer, visit att.com/mobiletransfer.
• Text transfer to 6565 from their old phone and a text message arrives with a link to download the app. 
• Text transfer to 6565 from their new phone, log in with their account information, and follow prompts to complete the transfer of contacts, pictures, and videos. 
• The customer has 14 days to complete their transfer. Data is deleted from the server after 14 days. The customer receives a reminder SMS at 72, 48, and 24 hours prior to the 14-day mark.

After Employment Ends with a State Agency

Refer to the policies in the Office of Management and Budget Fiscal and Administrative Policy Manual for more information:

OMB Policy 113 – Items to be Returned upon Termination with the State

Turn the phone in to the designated IT representative in the agency.

The agency representative must submit a service request under “Telecommunications” including the user’s name(s) and phone number(s). State if the phone is to be disconnected, suspend service, transferred to another user, or transferred to another account (personal or business).

Disconnecting or Suspending Service on a Smartphone line

Submit a service request under “Telecommunications” including the user’s name(s) and phone number(s) to be disconnected or placed on suspension.

Suspend Service or Put a Phone on "Vacation"

The State of ND can suspend lines for up to 180 days a year (90 days at a time) and during the time that a line is suspended the line/phone won’t work (it appears disconnected but really it’s “on hold’) and you also don’t get charged for the line. It’s a good option for any lines that you need seasonally and any lines that you want to hold onto during personnel changes.

Transferring a State-owned Phone Number to a Personal Account

Submit a service request under “Telecommunications” including the user’s name and phone number. Indicate if the user is switching carriers or staying with the same carrier (i.e. Verizon to Verizon or Verizon to AT&T) when switching to a personal account. 

Troubleshooting State E-mail Synchronization Issues

• Power off the phone, wait 30 seconds and power the phone back on.
• Check the settings on your phone to see if they match (See How do I set up my state email?):
• Server name: webmail.state.nd.us
• Domain: ndgov
• User name: <Exchange userid>
• Email address: <userid>@nd.gov
• Description/Type: Exchange
• Use SSL
• Contact the Help Desk at (701) 328-4470/ (877) 328-4470 or submit an incident report online.

Troubleshooting Hardware Related Issues

• Restart the phone. If the phone is completely locked up do the following:
• Droid: Hold the Power button and Volume down button until it restarts.
• iPhone:  Hold the Power button and Home button down for at least 10 seconds.
• If the phone is still not working contact customer service
• Verizon: 1-800-922-0204
• AT&T: 1-800-331-0500
• If a new phone is needed please follow the "Ordering a Smartphone" instructions above.

Exchanging Devices

Submit a service request under “Telecommunications” including the user’s name(s), phone number(s), phone type, and the IMEI number(s) or ESN(s) to transfer service to.

The IMEI number typically starts out 9900xxxxxxxxxxx.

Lost or Forgotten Device Password/PIN

At this time we do not have a way to unlock Android or IOS devices within ITD or the carrier. The only way to unlock a device is to reset the device to factory settings. If the device is being backed-up, it can be restored after the factory reset.

Blackberries can have the PIN/password reset by contacting the ITD Service Desk at 328-4470 or submitting an incident report online.