Service Desk Knowledgebase: Telephones

This is the Telephones content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• http://www.phone.cam.ac.uk/ - Telecoms Office
• UIS News - All current articles

CL Customer Documentation

No local documentation - refer to UIS pages.

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Telephones - Telephones

• CL Contact information
• CL Telephone and email directory
• OpenRoomMap

William Gates Building Floor Plans (inc. Room Codes):

• Ground floor (G)
• First floor (F)
• Second floor (S)
• Find a room

Underpinning Services

• ??? - Any supporting or underpinning services

Customer-base for this Service

• All current staff of the collegiate University

Costs

• The CL provides everyone other than visitors with a phone at no cost.

SLA

• N/A

Service Desk Call Handling Procedure

Setting up Jabber clients

The details of how to do this are at the UIS phones site. This needs to be done by a phone manager. The current list is the UIS operators, maj1, gt19, pb22 and jh347.

• Login to Telecoms System Administration https://admin.phone.cam.ac.uk
• From the left hand menu, select Extensions
• Select User Features
• Enter the CRSid, select Search
• Click the Jabber tab
• Enable Instant Messaging & Presence
• Click on Enable IM&P
• Enable Soft Client
• Click on the specific client required or create all

• RT tickets can be escalated to the Operator team by changing the Queue to oper with the Owner set to Nobody and the Status set to new. Tell the requestor:
  I am passing this request over to the Operator team who, I'm sure, will be in contact shortly.

*OPERATOR* procedures for Physical Phones:

Telephones should be retrieved once a person leaves the department. This shows up on the Voip page as an anomaly. Collect the telephone and return it to GC13. The port can be left as it is, clearing that down is part of the retrieval of computer equipment. On the VoiP anomalies page click on the phone number then click on the phone's [Set as unused] button.

To assign a unused phone to somebody go to the VoiP issue page and click [Select] on a free phone. Enter the CRSID and tie as owner and contact. Set the phone active. Next update the information held by the Telecoms office and find the handset, update the owner information and set the handset association.

Check the desk location in the room using the office plan.

Then go and install the handset. If a network connection is added document the patch (see the Operator's Procedure for Patching).

Voicemail Indicator stuck on

If the red voicemail light is on and there are no voicemail messafes then the message waiting indicator can be reset in admin.phone. Search for the extension, click on the 'Voicemail' tab and then use 'Refresh MWI'.

Voicemail PIN

Users often enquire about their Voicemail PIN. The default PIN for a new Voicemail account is 98753. If the PIN has been changed and forgotten then the "Reset PIN" command in the administrative interface will set a random PIN which can be given to the user. However for most enquiries it is much better to refer the user to their voicemail settings page where they can set their own PIN and much more.

International calls

People often ask to be allowed to make international calls from their phones. Historically such calls have not been permitted by default because of the cost. This is slightly awkward; normally what they want to do is perfectly reasonable and the likely cost minimal; the snag is that international access includes some destinations that are very expensive, and there is always a risk that the access will be abused by somebody other than the intended user. Users should be told that the concern is anonymous abuse and not imply that we consider them untrustworthy.

COs are not expected to make the policy decisions even when they are authorised to make the actual change. UTOs in private offices can be given international access without formality, but other cases should be referred to the Departmental Secretary for a ruling.

Admin tasks

All users can perform some basic operations on their own phones at the my.phone page.

Local phone administrators (defined by a Lookup group) can perform a number of additional functions such as changing the ownership and class of service of a phone at the phone admin page. In an emergency others can be added to this list by members of the Lookup Editors group but note that much of the configuration information is also recorded in our own database so changes should normally be made by people who know how to do this.

Tasks which cannot be done locally need to be referred to helpdesk@phone.cam.ac.uk, but if possible check with a local phone administrator before contacting them or referring the end user to them.

Conference calls

Two types of conference call are supported: any handset can conference a number of calls, or there is a central Meet-Me service for incoming calls. Both are described on the UIS Telecomms site.

Using the basic facilities of the phone is recommended only for outgoing calls but can be used with incoming calls with care.

The Meet-Me service is recommended for larger conferences involving incoming calls, especially if participants may join mid-call. Conferences can also be recorded. All COs should be able to book conferences. People who expect to use the service regularly can be authorised by telecomms administrators to book conferences for themselves.

Speaker phone

A speaker phone is available from reception which can be borrowed for a day or two at a time for use in place of any exisiting network phone.

Contacts

Primary

• sys-admin@cl.cam.ac.uk

Other

• helpdesk@phones.cam.ac.uk (Goes to UIS Telecomms Helpdesk)
• Tel: 37070 (Goes to UIS Telecomms Helpdesk)

Availability

• Monday:
• Tuesday:
• Wednesday:
• Thursday:
• Friday:
• Saturday: Closed
• Sunday: Closed

Hints, Tips & Known Issues

Operator Telephone Procedure

Mark Barringer (12 Jan 2015)

Taking out an unused telephone

To remove a phone when someone leaves the following actions should be taken.

1. Place a posit note with the phone number on the phone
2. Unplug the phone from the floor box.
3. If there is no other item connected to that port then clear down the patch in the Wiring Closet.
4. Take the phone to GC12 and leave it on the desk with the posit note with its number attached.
5. Update the wiring database
6. Update the IP phone database
7. Update the phone admin database.

Issuing a telephone

To install a phone when someone arrives the following actions should be taken.

1. Collect an unused phone from CG12
2. Plug the phone into the floor box as determined from the desk allocated to the person on the Floor plan.
3. Add a patch in the Wiring Closet.
4. Update the wiring database
5. Update the IP phone database
6. Update the phone admin database.

Categorising Keywords

• Telephones Phones Conference International Calls