Information Technology Services

Voice over Internet Protocol (VoIP) Phone Service

Basics

  • Do not dial 9 to get an outside line
  • Dial the on-campus extension to make a direct call
  • No long distance code needed for voice calls and no long distance charges
  • Long distance code still needed for fax transmissions
  • Each office phone comes with Voice Mail
  • Buttons without names beside them may be set as a speed dial
  • Phones will only work on the network jack in which it is currently attached
  • Moving a phone to a new network jack may cause the phone to not work
  • Only ITS may move a phone, call ext. 7282
  • Each phone has the 911 address programmed into it

 To order or cancel service contact Sarah Hall in University Accounting, ext. 7219 or email This email address is being protected from spambots. You need JavaScript enabled to view it..

 If you encounter problems with your phone, contact ITS at ext. 7282

Helpful links

How to:

 

Place a call

  • Enter the number first, then pick up the handset or press the speaker button

Answer a call

  • Pick up the handset or press the speaker button 

End call

  • Replace the handset or press the speaker button

Understanding call indicator lights

  • Solid green: indicates active call
  • Blinking green: indicates incoming call
  • Solid red: indicates other party on an active call
  • Blinking red: indicates call on hold

Hold & Resume call

  • Multiple calls can be on hold at the same time
  • bt365apphile on an active call, press the HOLD key
  • To resume call
    • Press the blinking red light (call will become active)

Transfer a call

a. Consultative Transfer, (Announcing the transfer to the receiving party)

i. bt365apphile on an Active call, press the TRANSFER key (phone to phone button left of numeric keypad), this places the party on hold and gives dial tone to place another call

ii. Dial the number of the party you intend to transfer to

iii. bt365apphen the second party answers, announce the transfer and press the Transfer key a second time to complete the transfer.

iv. Note: Press the Cancel soft key, at any time to disconnect the second call to resume the first active call

500 Internal Server Error

Internal Server Error

The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there is an error in the application.

b. Blind Transfer, (Transferring with no announcement)

i. bt365apphile on an Active Call, press and hold down the “TRANSFER” key, (this places the party on hold and a pop-up screen with the Blind option will appear)

ii. Scroll to the Blind option and press select
iii. Dial the number of the party you intend to transfer to (The transfer will complete once the call is completed)

c. Transfer to another party’s Voicemail (Transferring to another user’s voice mail within your enterprise)

i. bt365apphile on an Active Call, press the TRANSFER key, (this places the party on hold and gives dial tone to place another call)

ii. Dial *55 plus the extension number and press # (you will hear confirmation that your call has been transferred)

Forward calls

  • To forward your extension, press the FORbt365appARD soft key, bottom of display screen
  • Select the TYPE of forward to be performed
    • Always
    • No answer (might need to adjust rings to 3 so it forwards before voicemail)
    • Busy (calls are forwarded when device is in Do Not Disturb (DND) mode
  • In the CONTACT field, enter the desired extension or number to forward calls to
  • Select enable
  • To DISABLE, select FORbt365appARD then TYPE and select DISABLE

Conference calls

  • bt365apphile on an Active Call, press the CONF soft key (this places the party on hold and gives dial tone to place another call)
  • Dial the extension or number of the party you want to add to the call
  • After the second call connects, press CONF again to bridge you to the others
    • Note: If originator of a bridged conference call, hangs up, the other callers will remain connected – this can serve as a hand off
    • Note: To terminate all parties of a bridged call, select the “Split” soft key – This puts the other parties on hold. You can then resume the calls individually giving you the standard options of any active call
    • Note: The “Join” feature is available while on an Active call with another call on Hold. This will bridge the two calls into a three-party Conference call

Contact Directory ( this is not a campus directory, but a list of your calls)

a. To view Contacts, press the House key and select Directories

b. Scroll to the desired contact to Call, Edit or Delete

c. To Add a contact, from Directories, select Add

i. Inputs are required in Name and Contact fields, (other fields are optional and rarely used)

ii. Added contacts will be assigned as Favorites by default, in numerical order of entry

1. Contact Favorites will appear on home screen, in numerical order of their favorite assignment as line appearance space is available

2. Contact Favorites can be accessed by pressing UP on the four-way directional key (right of key pad)

3. Favorite status of a contact, can be removed or changed at any time

 Voicemail

1. How to Set Up Voicemail

a. Press the ENVELOPE key and follow the prompts

b. Initial Passcode is 0000

c. Establish a new passcode (4 digits that are not 0000 or your extension)

d. Record your name (Name only at this point, this is not the greeting)

 

Note: Once the name has been recorded, your voicemail is complete and set up with default greetings

 

e. Busy Greeting – Optional Greeting that will be heard when your phone is in DND

f. No Answer Greeting – Optional Greeting that will be heard when you do not answer

g. Extended Away Greeting – Optional Service and Greeting when activated, the callers here your greeting but the message deposit function is turned off

 

2. How to check Voicemail from your device

a. Press the ENVELOPE key then CONNECT key and follow the prompts

b. Enter your passcode followed by the #

 

3. How to check your Voicemail from another device within the Enterprise

a. Press the ENVELOPE key then CONNECT key and listen to the prompts

b. Press * when prompted as you are not calling from your own phone

c. Enter the desired mailbox ID, followed by the #

d. Enter the passcode of the desired mailbox followed by #

 

4. How to check your Voicemail from a remote location

a. Call into your phone to reach your Voicemail greeting

b. Press * when you hear your Voicemail greeting

c. Enter your passcode followed by #

 

  • 500 Internal Server Error

    Internal Server Error

    The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there is an error in the application.

  • To enable or disable DND
  • On the Home display Screen (house button), press DND