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

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.

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)

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 GC13 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.

Categorising Keywords

• Telephones Phones Conference International Calls