TELEPHONE SERVICES
(CT:IM-340; 05-21-2025)
(Office of Origin: DT/EI)
5 FAM 521 summary
(CT:IM-340; 05-21-2025)
a. Classified information must only be discussed on Department secure telephones (cryptographically protected telephones).
b. The following communications over any analog or digital voice system are prohibited:
(1) Using foul or profane language;
(2) Impersonating another person;
(3) Making nuisance calls or threatening calls;
(4) Interfering with the service of others;
(5) Using the circuits for illegal purposes;
(6) Soliciting, fundraising, advertising;
(7) Conducting a personal business; or
(8) Gambling.
c. It is illegal to obtain, attempt to obtain, or assist another in obtaining telephone service by:
(1) Rearranging, tampering with, or making connections with any facilities of the U.S. Government; and
(2) Using false credit devices to avoid paying, in whole or in part, established service charges.
d. Incidents that involve suspected waste, fraud, abuse, or mismanagement must be reported to the Office of the Inspector General. See 1 FAM 053.2-5.
e. Traditional desk telephones may be replaced with Department approved software-based solutions where practical.
5 FAM 522 LONG DISTANCE CALLS
(CT:IM-340; 05-21-2025)
Each bureau, post, or office must establish a policy on the personal use of U.S. Government issued telephones. At a minimum, this policy must define whether personal use is allowed or not, and the limits for personal use without the requirement for employee reimbursement to the issuing agency. Consideration must be given that the collection of fees for personal use can result in additional administrative costs, which if not strictly controlled, may increase the workload and result in increased staffing requirements.
a. Department telephone services are for official business. However, occasional calls are permitted as long as they do not result in additional charges to the U.S. Government, and do not interfere with work.
b. Generally, employees must not accept collect calls. If the collect call is an emergency, the employee may accept charges and then notify his or her supervisor in writing or his or her action.
5 FAM 522.1 Calls Made While on Travel
(CT:IM-340; 05-21-2025)
a. Bureau review and certification are mandatory for all toll telephone call records and bills. The caller must pay for unauthorized calls.
b. Infrequent personal calls that are in the interest of U.S. Government may be placed only when approved by executive directors or management officers, and the authorization should be noted in travel orders. Executive directors and management officer may prohibit or set limits as necessary.
5 FAM 523 TELEPHONE EQUIPMENT
(CT:IM-340; 05-21-2025)
Employees must pay for damage, loss, theft, lost services, or destruction of any U.S. Government-owned telecommunications equipment due to an employee’s negligence or other authorized person’s negligence or willful act will be paid by the employee.
5 FAM 523.1 Domestic Telephone Equipment
(CT:IM-340; 05-21-2025)
a. DT/EI/NT authorizes all equipment or transmission facilities for domestic Department offices.
b. Employees must not install, disconnect, rearrange, remove, or attempt to repair equipment or facilities furnished by DT/EI/NT.
5 FAM 523.2 Telephone Equipment at Posts/Regional Diplomatic Technology Centers (RDTs)
(CT:IM-340; 05-21-2025)
a. Access to controlled access areas (CAA)s and private branch exchange (PBX) equipment rooms at all posts by uncleared personnel is restricted. See 12 FAH-6 H-651 (Classified). New telephone system installations must comply with 12 FAH-6 H-651 (Classified).
b. RDT must be informed of all post procurement orders for PBX upgrades and replacements, preferably before orders are submitted. All revisions or additions to telephone systems at post must be coordinated with Regional Diplomatic Technology (RDT) and DT/EI/NT for technical guidance. Neither RDT nor DT/EI/NT is required to install or maintain other agency purchased equipment. At their discretion, RDTs may consider providing technical assistance or guidance related to other agency telephone systems.
c. Posts must submit all orders to DT/EI/NT for price quotes and ordering instructions.
d. All U.S. foreign missions are required to use secure voice instruments for classified telephone conversations and are encouraged to use these instruments in the secure mode while conducting routine business.
5 FAM 523.3 Telecommunication Services at Domestic Facilities
(CT:IM-340; 05-21-2025)
a. DT/EI/NT, is charged with the installation and management of domestic telecommunications services for the Department of State.
b. To request services for telephone installation, upgrade, move, add, or change, GSO’s must access DT/EI/NT and prepare Telecommunications Service Request (TSR). DT/EI is a working capital fund organization which cannot accept TSRs without funding information. Submit TSRs through your GSO or executive office. Failure to complete the form in its entirety may result in delays. If you need help, please contact DT/EI/NT Customer Service at 202-453-9434 or email twdcustserv@state.gov.
c. To request physical wiring for a department network, e.g., Internet, OpenNet (unclassified SBU intranet), or ClassNet (classified intranet); submit a Form DS-3055, Data Service Request (DSR). DT/EI/NT is a working capital fund organization which cannot accept a DSR without DT/EI/NT funding information. Submit DSRs through your GSO or executive office. Failure to complete the DSR in its entirety may result in delays. DSRs are available from the Department’s Forms Website, or from DT/EI/NT.
d. For assistance in account creation for the above networks, contact the DT IT Service Center (DT/ES/CCS/ITSC).
5 FAM 523.4 Equipment in Controlled Access Areas (CAAs)
(CT:IM-340; 05-21-2025)
a. Only Department-approved telephone systems are to be used to provide service to CAAs. Telephone instruments used in the CAA must be Telephone Security Group (TSG)-approved or installed with TSG-approved disconnects unless the CAA is serviced by a separate CTS installed in compliance with TSG Standard 2 or CNSSI 5000. See 5 FAH-2 H-612.1 and 12 FAH-6 H-651 (classified).
b. Security requirements prohibit using speakerphones within the CAAs at Foreign Service posts. See 12 FAH-6 H-651 (classified) for information.
c. Employees are not authorized and must not take cellular telephones into the CAA. See 12 FAH-6 H-652, Cellular Telephone Standards (classified).
d. Telephones used inside CAAs must be kept secured and stored separately from telephones used or intended for use outside of the CAA. All telephone repair work inside the CAA must be performed by cleared U.S. citizens. See 12 FAH-6 H-651 (classified) Telephones designated for the CAA must be ordered from a U.S. vendor, securely shipped, stored, installed and repaired by cleared U.S. citizens in accordance with 12 FAH-6 H-651 (classified). All telephones in use within any CAA must be visibly marked with a label showing that it is authorized for restricted CAA use only.
e. Telephone security group (TSG) equipment and instruments are accountable. Serial numbers must be assigned, tracked, and inventoried. TSG items require secure disposal and the status recorded. If a TSG item falls out of cleared U.S. citizen control, the responsible employee must put a visibly marked label on the item showing that it is not authorized for use in a CAA restricted area. See 12 FAH-6 H-651 (classified). If a replacement is required, post should contact DT/EI.
f. See 12 FAH-6 H-651 (classified) regarding only authorized individuals as stated in the threat level based provisions in 12 FAH-6, are authorized to perform maintenance outside the CAA including the computerized telephone system. Telephones not maintained under cleared U.S. control may not be introduced into a CAA.
5 FAM 523.5 Secure Telephone Units
(CT:IM-340; 05-21-2025)
a. DT/EI manages the secure voice program for the Department. Send all requests for additional equipment and replacement equipment to this office.
b. DT/EI is responsible for physically transferring secure voice equipment from the vault to all locations. All requests for fill devices (seed keys/cards) and all other cryptographic devices should be sent to DT/EI through the bureau GSO or executive office.
c. Domestically, telephone lines to connect secure telephone equipment must be ordered from DT/EI/NT through the bureau GSO or executive office.
d. All secure telephones must be NTSWG approved and visibly labeled either for use only within a CAA restricted area or only outside a restricted area.
5 FAM 523.6 Answering Systems
(CT:IM-340; 05-21-2025)
a. Stand-alone answering machines are prohibited in the CAA. See 12 FAH-6 H-651 (classified).
b. All automated answering or voice mail systems in non-CAA must provide callers with an alternate telephone number to call in emergency situations or for additional information.
5 FAM 523.7 Telephone Networks Abroad
(CT:IM-340; 05-21-2025)
a. The national telecommunications security working group (NTSWG), formerly known as the telephone security group (TSG) is the primary technical and policy resource for all aspects of telephone security. Nonsecure services and equipment must be procured, installed, and maintained according to security standards appropriate to the post’s technical threat level. The Diplomatic Technology Chief (DT Chief) or their designee is responsible for operation and management of telephone systems; the regional or post security officer (RSO or PSO) is responsible for ensuring that appropriate security practices are implemented; and the Bureau of Overseas Buildings Operations (OBO) is responsible for physical security requirements to include architectural and design provisions and electrical design provisions. See 5 FAH-2 (Telecommunications Handbook) for specific guidance regarding management of telephone networks.
b. See 12 FAM and 12 FAH-6 (classified documents) for specific guidance on Diplomatic Security regulations for Department telephone circuitry based on the security standards devised by the National Telecommunications Security Working Group (NTSWG) or the Telephone Security Group (TSG).
5 FAM 524 CELLULAR TELEPHONES
5 FAM 524.1 General
(CT:IM-340; 05-21-2025)
a. See 12 FAH-10 H-160, Mobile Devices, for specific guidance (domestic) and for abroad see 12 FAH-6 H-652 (classified).
b. Each bureau, post, or office must establish a policy on the personal use of U.S. Government issued cellular telephones. At a minimum, this policy must define whether personal use is allowed or not, and the limits for personal use without the requirement for employee reimbursement to the issuing agency. Consideration must be given that cellular telephones may incur a cost whenever they are used. In addition, the collection of fees for personal use can result in additional administrative costs, which if not strictly controlled, may increase the workload and result in increased staffing requirements.
c. This policy must include provisions to maintain adequate fiscal control, set forth user responsibilities, require a signature receipt when phones are issued, provide a method whereby the user must validate their calls each billing cycle, require the user to return the instrument upon transfer, and detail the applicable security restrictions. Cellular telephones should only be provided to those employees who can demonstrate a justifiable need or requirement in the normal performance of their assigned duties. In certain circumstances, the security posture of a post may require a more liberal disbursement policy; however, all of the other policy requirements listed above must be enforced.
5 FAM 524.2 Restrictions for Cellular Telephone Usage Domestic and Abroad
(CT:IM-340; 05-21-2025)
a. The directives regarding the use of cellular telephones are:
(1) Domestic usage is derived from Intelligence Community Directive (ICD) 705, Sensitive Compartmented Information Facilities and Committee on National Security Systems (CNSSP No. 17); and
(2) Usage abroad is derived from Overseas Security Policy Board (OSPB) Security Standards and Policy Handbook 12 FAH-6 H-652.1 (classified).
These directives apply to all persons, whether employees, contractors and employees of contractors or visitors.
b. Domestically, personal cellular telephones are not allowed in a sensitive compartmented information facility (SCIF), or in secure work areas (SWAs). Government cellular telephones are not permitted in these areas except in the rarest and most exigent situations. Consistent with ICD 705, any exception requires the approval and written authorization of the Assistant Secretary for the Bureau of Intelligence and Research (INR), acting in the capacity as the Department’s Head of the Intelligence Community (HOICE) Element. Proof of such authorization must be retained as a matter of record in the Special Security Operations Division of the Bureau of Diplomatic Security (DS/IS/SSO) that will validate HOICE-approved exceptions. In other domestic areas where classified information is discussed or processed, U.S. Government and personally owned cellular telephones, usage is regulated per 12 FAH-10 H-160, Mobile Devices.
c. In facilities abroad, cellular telephones are prohibited from being brought into and/or used within controlled access areas (CAAs). Additional information is contained in 12 FAH-6 H-652 (classified).
d. The operator of a moving vehicle must not use a U.S. Government issued cellular telephone or wireless device except in emergencies. Any use of a cell telephone while operating a motor vehicle is only permitted if a hands-free device is used. The use of a hands-free device can present a distraction, and motor vehicle operators must remember that their primary mission is the safe operation of the vehicle. Drivers should pull off the road if a lengthy conversation is to take place.
e. Roaming or global system for mobile (GSM) communications capability may be required for only a few employees. Roaming can be very costly and must be restricted to those who require this feature. Basic cell phone service packages should be suitable for most employees. Features not required should be deleted for cost savings.
f. Standard cell phones do not meet DS requirements for transmission at a classified level and are to be used only for unclassified transmissions. For information on secure cellular telephones, contact DT/EI.
g. Cell phones must not be used as the primary means of communication for emergency action plan purposes or networking.
h. To prevent targeting of individuals, the serial number of the physical instrument must be limited to a need-to-know basis. If a vendor requires the serial number to assign a telephone number or activate a unit, it may be provided. But the name of the employee who will use the instrument must be protected and not given to the vendor.
i. Government cell phones that have still picture or video capturing functions, or that have a radio feature, or are capable of storing voice, or are capable of connecting to the Internet are subject to the same requirements as in 12 FAH-10 H-160, Mobile Devices. If an exception has been granted to the general prohibition against cellular phones within a CAA, then cellular phones with any of these features must be turned off where classified information is processed or discussed.
5 FAM 524.3 Administration of Cellular Telephones at Posts
(CT:IM-340; 05-21-2025)
Each post may decide how to handle its cell phone program following the policies in 5 FAM and 12 FAM. When deciding who will administer the cell phone program, posts should consider office workloads, the involvement of a contracting officer, language difficulties when a technically proficient FSN is not involved, Integrated Logistics Management System (ILMS) accountability, VIP requirements, and security policies that prohibit the introduction of cell phones into the CAA (see 12 FAH-6 H-652 (classified).
5 FAM 524.4 Administration of Cellular Telephones Domestically
(CT:IM-340; 05-21-2025)
The bureau executive director is responsible for developing the overall bureau policy that covers U.S. Government provided cell phones within the bureau and subordinate offices. The actual control and accountability may be delegated to subordinate offices. The bureau must consider ILMS accountability, involvement of the contracting officer, applicable security restrictions, and adequate controls. (See 5 FAM 526.2 and 12 FAH-10 H-160).
5 FAM 525 DOMESTIC/Abroad TELEPHONE ACCOUNTABILITY
(CT:IM-340; 05-21-2025)
a. Executive officers, or their designees, should review monthly telephone service statements for accuracy of charges and to seek repayment to the U.S. Government for unapproved telephone charges. The purpose of the review is to maintain management control over Department telephone expenses.
b. Executive officers, or their designees, must review telephone inventories annually to validate the need for equipment installed within their bureaus. The purpose is to eliminate unnecessary telecommunications expenses. Executive officers, or their designees, must review the annual inventory listings for accuracy of installed equipment and services.
c. This section applies specifically to domestic facilities. Posts abroad are required to establish procedures to review telecommunications charges and service inventories at the same interval as domestic facilities.
d. TWD prepares a telecommunications services statement (TSS) each month that is available for users to view their telecom expense statements and invoices at DT/EI/ISF. If you need access to view the statements and invoices, you must email or contact DT/EI/ISF customer service.
e. The TSS is not a bill. The Bureau of the Comptroller and Global Financial Services, Working Capital Fund Division, (CGFS/F/WCF), deducts the charges detailed on the TSS from each bureau’s capital fund (CF) allotment. The executive officer must, therefore, sign after the fact, that all charges on this statement are valid and that an appropriate effort was made to seek repayment for unapproved telephone charges. Executive officers, while not acting as collection agencies, must seek repayment for unauthorized charges.
5 FAM 526 TELEPHONE FUNDING
5 FAM 526.1 Posts Abroad
(CT:IM-340; 05-21-2025)
Telephone projects abroad are prioritized by class and type of equipment. The current replacement philosophy is to base the prioritization on equipment type, age, and operational requirements. The replacement list is developed to ensure equal representation in all bureaus and geographic locations. Selected posts are funded on an individual project plan based upon the available funds. See 5 FAH-2 H-623.2, Procurement Responsibility.
5 FAM 526.2 Bureau of Overseas Buildings Operations (OBO)
(TL:IM-340; 05-21-2025)
OBO funds telephone systems for new capital construction of office buildings and certain other major projects requiring replacement of all major systems, which may include telephone systems. These projects consist of new buildings or major renovations that impact on phone systems in leased or U.S. Government owned facilities.
5 FAM 527 References
(CT:IM-340; 05-21-2025)
5 FAM 527.1 Acronyms
(CT:IM-340; 05-21-2025)
CAA - Controlled Access Area
CF - Capital Fund
CGFS - Comptroller and Global Financial Services
DSR - Data Service Request
DT - Diplomatic Technology
GSM - Global System for Mobile
HOICE - Head of the Intelligence Community
ICD - Intelligence Community Directive
ILMS - Integrated Logistics Management System
INR - Intelligence and Research
NTSWG - National Telecommunications Security Working Group
OBO - Overseas Building Operations
OSPB - Overseas Security Policy Board
PBX - Private Branch Exchange
PSO - Post Security Officer
RDT - Regional Diplomatic Technology
RSO - Regional Security Officer
SCIF - Sensitive Compartmented Information Facility
SWA - Secure Work Area
TSG - Telephone Security Group
TSR - Telecommunications Service Request
TSS - Telecommunications Service Statement
WCF - Working Capital Fund
5 FAM 527.2 Additional Resources
(CT:IM-340; 05-21-2025)
CNNSP 17
Form DS-3055, Data Service Request (DSR)
Intelligence Community Directive (ICD) 705
5 FAM 527.3 Related FAM/FAH
(CT:IM-340; 05-21-2025)
1 FAM 053.2-5 - Office of the Inspector General
5 FAH-2 - Telecommunications Handbook
5 FAH-2 H-612.1 - Telephone Communications
5 FAH-2 H-620 MANAGING POST TELEPHONE SYSTEMS
5 FAM 520 TELEPHONE SERVICES
12 FAH-6 H-651 (Classified)
12 FAH-10 H-160 MOBILE DEVICES - Mobile Devices
5 FAM 528 through 529 UNASSIGNED