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

• ???

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

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

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 there phone number then click to set the phone as unused.

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 ???).

Contacts

Primary

• ???@cl.cam.ac.uk (Goes to ???)
• ???@lists.cam.ac.uk (Goes to ???)
• Tel: ???

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)

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.

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.

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.

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Categorising Keywords

• Telephones Phones Conference International Calls