Questions asked frequently about the Telephony Service Questions asked frequently about the Telephony Service

Where can I download the helpsheet that came with my phone?
There's an on-line copy of the OpenStage15 quick ref guide available online to download.

How do I diagnose a fault with my phone?
Firstly we'd like you to check that the phone is properly connected, both to the wall and from the handset to the receiver.  If the problem persists you'll need to Email telephony@uea.ac.uk  Please provide details of: the fault, the extension number, the location and any circumstantial information which may be relevant (e.g. the phone has just been relocated within the room or there is new operator of the phone who is expecting certain services or features which don't appear to be applied to the extension).

What telephone system is in use at the University? 
Currently the University runs a high-powered Siemens HiPath 8000 IP telephony system more commonly called Openscape.  This is the backend controller for all IP desk phones across the organisation whether they're based in Norwich or London.  In Norwich we still have a pair of legacy analogue exchanges - one exchange deals with 592000 and 593000 extensions, whilst the other processes calls for 591000 and 597000 numbers. That said, the main break out to the PSTN (Public Switched Telephone Network) is based on the IP solution.

What options are there for telephones in terms of facilities? 
Each UEA extension number can have a range of facilities. The most basic relates to who can phone you and whom you can phone.

Dial Out Facility Times
Internal Only  24 hours
Local Calls Only 24 hours
National Calls* 24 hours
International Calls*  24 hours

 Note that all phones have the ability to call 999 in the event of an emergency.

* National or International call privileges are required to call mobile numbers.

For dial-in, this has to be enabled on a per extension basis and is known as direct dial-in or DDI. Where this is enabled  for four digit extensions starting with 1, 2, 3 or 7 the direct dial number will be Norwich (01603) followed by 59 and the internal extension number.  In London the extension numbers start with a 4 and the matching direct dial number will be London (0207) followed by 059 and the internal extension number.  Note that calls between sites are viewed as internal calls so no special permissions are required.

Can I buy my own phone handset and have it connected to the University exchange? 
Sadly, no.  In order to maintain a manageable solution across our sites it has been agreed that all handsets connected to the exchange are maintained and provided by ITCS who are the service owner.  A full copy of the Telephone Handset Procurement and Deployment Policy is available via the Information regulations and policies web page.  If you have specific requirements then we can look at these at the point where we provision your phone - we may well have something in our range which will meet or exceed your needs.  Where you have specific requirements which cannot be reasonably met with a VoIP handset (such as fax, franking machine or accessibility handset) we can provide an analogue line from the system - however it is not suitable in all cases.

Is there a conference phone I can use with the phone system?
We do have a traditional-looking conference phone which has a speaker out the top and microphones around the outside.  So far we've found that most people can use the existing handsets' speakerphone facility just as well - note that the microphone is the small hole at the bottom right on the front of the unit so the handset should be facing those on the call to ensure the best clarity for those on the other end of the call.  Costs for each type of handset are given further down on this page.  Note that, as with the other IP phones, these handsets can be picked up and moved around the site without engineer intervention.

Caller Line Identifier (CLI)
This is the system which displays the incoming caller's number (or, indeed, your outgoing caller number) and is active across the whole University.  Please note that you will need to have a phone with a display (as is standard with all our IP phones) AND the person calling you must not hide their number for it to work.  By default all UEA extensions will advertise themselves to the callee when making out-going calls.  It is possible to switch this outbound feature off for EXTERNAL calls, on a call-by-call basis, by using the standard "141" prefix - so (as normal) to dial externally you press 9, but then enter 141, followed by the number you wish to call - e.g. 9 141 456161 or 9 141 01603 456161.  It's not possible to hide your extension number for INTERNAL calls however.

How do I go about setting these facilities? 
The person in your department responsible for telephony should contact the operators on extension 0 and ask for the changes to be done. Typically they are undertaken on the same or next working day. Calls from those other than the contacts will need to be verified by the switchboard and may lead to delays in making the necessary changes. You will appreciate that we have a number of people who have access to the telephony system and, for our own protection as well as yours, we need this safeguard to ensure we are not enabling services for unauthorised persons.

How do I go about setting up a conference call?
Telephone conference calls are normally arranged through departmental contacts who have an account with a specialist provider of this service. If you don't know if there is an account holder in your area, please ask the switchboard operators by dialling 0 (zero) on your telephone or via their email address of telephonists@uea.ac.uk. Further details of conference call arrangements are available on-line. Alternatively, the IP phones actually offer this as part of the menu - you can call the first person for the conference and then press the up/down arrows until "Consult?" appears - press the button and the first person will be put on hold whilst you dial the second.  When the second person answers you have several options ranging from: "Complete Xfer" (where you link the first person you called to the second person and you drop out of the conversation), "Conference" (where you join the two parties in the conversation), "Blind transfer" (where you can push the first person to the second person - even if the second person hasn't answered the phone yet!), "Hold", "Alternate" (to flit between the two people you've called) or "Disconnect & return" if they aren't available or unwilling to be included in the conference call.
 

How much does it cost to have a UEA extension? 
For a UEA internal extension the line rental is £12.75 per quarter (4.25/month). The costs are the same regardless of whether you have voicemail or DDI or not and it is the same whichever outbound call package is chosen from the table above. Note that call charges are in addition to this figure.

How long does it take to install or move an extension?
If you're already an IP phone user then there is no lead time or technical involvement - the handsets are designed to be picked up and moved to their new location by anyone.  Note that you should let us know, throughtelephonists@uea.ac.uk or dialling 0 and talking to the switchboard, about your new location.  There is no charge for this service.

Who do I contact if I want a new extension? 
The first stage in obtaining a new extension is to Email telephony@uea.ac.uk You'll need to provide details of: the room number you wish to have the phone installed into, whether you require DDI (as defined above), what dial-out service you require, who the phone should be registered to in the phone book and with the operators and, of course, which account code the running costs should be charged to. The costs of installation, thanks to our policy of providing new handsets via VoIP, is at the fixed price of £100 inc. To aid this process we have provided both an excel [27k] and PDF [20k] version of our new extension request form.  Minimum lead times are stated in our Lead times for cabling document.

Who do I contact if I'm swapping extension? 
With IP phones there is no concept of swapping extensions - it's simply viewed as a pair of moves as above.

What happens about the call charges? 
Each month the accounting server totals up the calls made from each extension and assigns them to each department. The total is deducted from the department accounts and the list of calls, and their charges, are sent through for reference.  Both the VoIP and the analogue exchange are tied to the same accounting server so migrations between exchanges and call rates are consistent.

So what about if I use a third party - I phone them and then make an onward call because it's cheaper? 
The call logging server isn't able to make the distinction between a direct dialled number and one which is going through an external call provider. To this end the discounted call rate will not be able to be passed back to you.

How does a VoIP phone work?
It converts your voice into computer information and passes it over the computer network - hence, any issues or notifications of engineering works on the network may impact your phone

What about if there's an emergency?
The emergency phones in corridors, lifts and foyers still use the direct wiring of the original telephone system in these instances.

Why have VoIP phones?
VoIP provides flexibility, ease of deployment and are more cost effective in the fast-changing arena of the University.  The old wiring system requires high capacity cabling to be installed and even larger telephone exchanges to be located on the campus to cope with the expansion of the site.  VoIP actually offers its own unique features in that it uses the resilience of the data network to route your call and can have two exchange servers it can talk to.

What kind of VoIP handsets are available?
We have several types of IP handset on campus.  There is the low-profile dark grey handset which contains a speakerphone and a display, and then there is the larger phone with an adjustable screen that can take a headset as well.  In addition there is also one which has a traditional conference phone form-factor.

Is it possible to have parallel lines?
No - but you can monitor other lines as above

Where do I connect my PC?
Into the underside of the handset (socket 2)

What if I need to have a headset?
If you have to have a headset, and it's supported by your telephony representative, then we have the larger handsets with this feature.  Given that these handsets cost more than the default ones, and that there are over 3000 lines on campus, we are trying to manage the budgets so that everyone gets a useable phonesolution which matches their needs but without a whole stack of additional features which aren't needed by most (artificially inflating the cost of the project).  See the bottom of this page for current prices.

Why is there a "message waiting", or an "envelope" button, on the phones?
This light comes on if you have any missed calls - it does not, as the implication goes, indicate you have new messages. If you do have any messages these are, by default, Emailed to you and marked as read on the voicemail server. Users that do not receive their voicemail by email will see an envelope symbol on the phone display to notify them of a new voicemail.

How do I control the volume during the call?
Use the plus and minus buttons next to the number keypad during a call to change the callers volume.

How do I divert calls when I'm away from my desk - and where can I divert them to?
You can put a divert on your phone to another UEA extension by dialling #9 followed by the extension number, e.g. #93999 [then press OK].  You will hear a high and a low beep to confirm that the operation has occurred and the display will update to tell you where the calls are going.  To cancel the feature dial ##9 [then press OK].  Again, you'll hear a high and a low beep to confirm.  If you try and re-activate a diversion when there's already one in place you'll hear a recorded message stating that the feature has already been activated.  Note that you can ONLY forward calls to other UEA extension numbers - it's not possible to forward to mobiles or non-UEA land lines.

What are the prices for the various telephony products?
The prices, as at November 2011, are as follows:
 

Products Pricing
Handsets    
Standard - OpenStage15
includes display, speakerphone and 8 paper-labelled programmable buttons
£100
OpenStage Key Module 15 (fits both OpenStage15 or 40 handset) - maximum one per handset
Side car module that attaches to the right-hand side of the OpenStage15 OR OpenStage40, adding 18 more paper-labelled programmable buttons
£60
Advanced - OpenStage 40
includes display, speakerphone, headset support and 6 LCD labelled programmable sensor keys
£190
OpenStage Key Module 40 - up to two per OpenStage40 handset
Side car module that attaches to the right-hand side of the OpenStage40, adding 12 more LCD labelled programmable sensor keys
£150
Upgrade - traditional analogue handset to OpenStage15 as part of a move or as part of the planned migration
Replacement of existing BT-style handset of whatever type on a UEA extension number with standard VoIP handset 
free*
Upgrade - OpenStage15 to OpenStage40
swap out of existing handset to obtain headset functionality (assuming return of original handset for re-use) 
£90
Wall Mount bracket for OpenStage15
Allows for the handset to be hung underneath the phone during a call when mounting the phone on a wall 
£24
Conference Phone
A standard looking conference handset which is linked to our VoIP system - can be used anywhere on campus where there is a wired network connection 
   
£500
Lines  
Provision of an analogue-style internal extension line for fax machine, franking machine or accessibility handset  £100 
Headsets  
Mon-aural headset
Single speaker with noise-cancelling microphone and all cables 
£100
Bi-aural headset
Dual speakers (like headphones), with noise cancelling microphone and all cables
£125
Services    
Voicemail (default for all extensions)
Computerised recording of messages and forwarding to Email (or to handsets) 
free
Line Rental
Provision of a UEA internal extension line 
£4.25/month

* Note that the provision of a free handset upgrade from a BT-style phone to a VoIP phone is limited to one per extension number and is scheduled in relation to any outstanding move request for the extension number or as part of the wider planned migration schedule.  As detailed above, it is not possible to have multiple handsets on the same extension number with VoIP.


How to I disable/enable Do Not Disturb on my phone/I have a "no entry" sign on my phone and no-one can call me
Do not disturb (or the "no entry sign") is useful when you do not wish your phone to ring such as when hosting a meeting.  This is set through the handset - when your phone is sitting idle (i.e. it's showing the date and time and your extension number) press the down arrow (next to the OK button) three times to go past: Redial XXX?, Ringer Off? to reach Do not disturb on/off?.  Press OK.  You can press the up arrow if you go past the option you want.  When Do Not Disturb is enabled there will be a "no entry" sign on the screen.  To disable - repeat the above process.  [Note - if you're already in the menus (you've pressed the button with three horizontal lines and an triangle on it and it's glowing) - then press the button again to exit to the idle state described above].
 
How do I disable/enable the ringer/I have a bell with a line through sign and my calls are going straight to voicemail
On the OpenStage15 handset (with a moulded display) press down arrow key twice to reach ‘Ringer Off' then press OK, to turn ringer back on press down arrow key twice to reach ‘Ringer on' then press OK.  Alternative, press and hold the star (*) key.

On the OpenStage 40 handset (with a pivoting display) press the right arrow key followed by the down arrow key for ‘Ringer off' then press OK, to turn the ringer on again press the right arrow key followed by the down arrow key for ‘Ringer on' then press OK.  Alternative, press and hold the star (*) key.

Do I still need to dial a 9 for an outside line?

Unlike an analogue phone system, VoIP phone systems look at the complete number being dialled rather than each digit as it’s pressed to determine what to do with the call. Therefore the VoIP phone system can tell if the number you’ve dialled is for an internal extension or an external line – whether you precede it with a 9 or not. So no, a 9 is not required, but it still works with one.