Middlebury

Difference between revisions of "Telephone and Voice Mail Services"

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== Dialing Instructions ==
+
Welcome to the Telephone Services' upgrade to VoIP information wiki. '''If you are seeking general Telephone Services guidance, please use [http://go.middlebury.edu/phone go/phone].'''''Italic text''
  
{| cellspacing="2" cellpadding="2" width="400" border="1"
+
==Project Objectives:==
|-
+
The objective is to replace the current legacy TDM voice system with a Voice over IP system.  Legacy vendors have discontinued TDM products.  Installing a VoIP system will bring an open-ended set of features and functions that can be integrated with future technological functions.
| nowrap="nowrap" | '''On-Campus Calls'''
 
| nowrap="nowrap" | Dial 4-digit extension
 
|-
 
| nowrap="nowrap" | '''Local Off-campus Calls'''
 
| nowrap="nowrap" | Dial 9 + 7-digit local number
 
|-
 
| nowrap="nowrap" | '''Toll-free Calls'''
 
| nowrap="nowrap" | Dial 9 + toll-free number
 
|-
 
| nowrap="nowrap" | '''Toll Calls'''
 
| nowrap="nowrap" | Dial 8 + TAC* + # + 9 + number
 
|-
 
| nowrap="nowrap" | '''International Calls'''
 
| nowrap="nowrap" | Dial 8 + TAC* + # + 9 + 011 + country code + city code + number
 
|}
 
  
*Year-round staff receive two TACs from Telephone Services -- one for business calls that begins with a "2" and another for personal calls that begins with a "1".  If you haven't received an email from Telephone Services with your TAC information, please call extension 5700 or email [mailto:telecom@middlebury.edu telecom@middlebury.edu]. Students or guests may purchase a calling card at the College Store in Proctor for toll calling.
+
===Business Goals===
 +
*Current telephone system is near end-of-life and all manufacturer support ends on March 15, 2015.
 +
*Voice over IP will be a platform to build application features such as mobility, softphones, integrated conference calling via audio or video, unified messaging, and one number reach among others.
 +
*A VoIP system will integrate with our existing monitoring infrastructure for measuring service availability
 +
*Potentially lower expenses for telephone equipment as less desk sets required.
 +
*Voice services will become part of the network and will no longer be a separate maintenance cost for support of the infrastructure.
  
===== Incoming Calls   =====
+
===Scope of Work/Intended Results===
 +
*Identify available technologies
 +
:*Include integration possibilities with remote campuses.
 +
*Prioritize technologies in order of importance.
 +
*Write RFP.
 +
*Evaluate proposals and narrow choices.
 +
*Engage campus users of system on what they would like
 +
:*Buy-in from project stakeholders.
 +
*Provide capital budget for project
 +
:*Including network upgrades required, e.g. PoE.
 +
*Arrange vendor presentations.
 +
*Choose vendor and negotiate contract.
  
College telephone extensions can be reached directly from the outside by dialing 802-443, and the extension.
+
===Scope Exclusions===
 +
*Implementation. (a separate project or part 2).
 +
*Management of system and training (part of separate implementation project).
 +
*BYOD (Bring Your Own Device) policy with regard to mobile applications.
  
== Voice Mail Instructions  ==
+
===Measurements===
 +
*Having a prioritized list of features and technologies for a new telephony system.
 +
*Having a RFP in hand.
 +
*Having a cost estimate that we feel comfortable with.
 +
*Engagement & consensus from stakeholders.
 +
*Milestones achieved.
  
===== Activating Your Voice Mailbox<br>  =====
+
==Resources==
 +
[http://mediawiki.middlebury.edu/wikis/LIS/images/b/bf/UCLA%27s_ACUTA_survey_summary.pdf A summary of UCLA's ACUTA survey]
  
When accessing your voice mail box for the first time you must (1) change your security code from the system default<br>security code of 1234 to a different four to fifteen digit number, (2) record your name, and (3) record a personal greeting.<br>
+
[[Category:Telephone upgrade]]
 
+
[[Category:Telephone project]]
===== Accessing Your Voice Mailbox  =====
+
[[Category:Telephone VoIP]]
 
 
*From Your Office Telephone
 
 
 
- Dial 2100 (or on Ericsson digital telephone set press MESSAGE WAITING key if light is blinking),<br>- When the system answers, enter your security code
 
 
 
*From Another Campus Telephone
 
 
 
- Dial 2100<br>- When the system answers, press * and #<br>- Enter your extension and your security codes
 
 
 
*From Off-Campus
 
 
 
- Dial 443-2100 (from off-campus)<br>- When you hear the main College greeting, press #, then dial your extension, and enter your security code
 
 
 
===== Frequently Asked Questions<br>  =====
 
 
 
'''How many messages can my voice mailbox receive? '''<br>''There is no limit to the number of messages you may receive. ''<br>'''How long are my new and saved messages kept on the system? '''<br>''The system purges messages 30 days or older; however, it warns you seven days prior to the deletion and allows you to save the message for another 30 days. ''<br>'''How do I move between menu options? '''<br>''Press * once or more to move back out of sub-menus and return to the main menu. ''<br>'''How do I bypass a voice mail greeting to leave a message?'''<br>''Press # to bypass a greeting.''
 
 
 
'''How do I transfer a call to someone else's voice mailbox?'''<br> ''Press the Inquiry key<br> Dial 1800<br> Enter the voice mailbox/extension number receiving the call<br> Press # <br> Press the Transfer key.<br> The caller will hear the mailbox greeting and be able to leave a message.''<br><br>
 
 
 
[http://midd2.middlebury.edu/media/view/83441/original/CallXpress_Quick_Reference_Card_Serenade.pdf Reference Guide]
 
 
 
== For Faculty and Staff ==
 
 
 
=== Conference Calling  ===
 
 
 
==== Ericsson display telephone sets  ====
 
 
 
You can establish a connection with up to 7 parties. Only the person conducting or initiating the conference call (conference leader) can admit participants.
 
 
 
When you&nbsp;call the conference call particpants:<br>If off-campus parties are included in the conference, the charge for these calls appears on the conference leader's departmental telephone bill. Please note that you must use your Telephone Authorization Code (TAC) each time you call a long distance party.
 
 
 
'''<u>To initiate a conference call</u>'''<u>:</u>
 
 
 
Establish a call to the first party on ACCESS 1 key
 
 
 
Press INQUIRY or ACCESS 2 (first party is placed on hold)
 
 
 
Dial the second party's telephone number; inform about the conference and that they will hear a loud tone when conferenced in
 
 
 
Press the CONFERENCE/F3 key -- the all black key above PROGRAM (3rd black key from left)
 
 
 
To add new parties:  
 
 
 
Press INQUIRY or ACCESS 2 (previous parties placed on hold)
 
 
 
Dial the new party's telephone number.
 
 
 
Press the CONFERENCE/F3 key and conference tone will be heard again.
 
 
 
Follow INQUIRY, phone number, CONFERENCE/F3 process until all parties are included in the call
 
 
 
'''<u>When conference call particpants are calling you</u>'''<u>:</u>
 
 
 
Press "Accept 2nd Call" key
 
 
 
Establish a first call on ACCESS 1 key
 
 
 
Press INQUIRY (first party is placed on hold) when the next person calls in on ACCESS 2 key
 
 
 
Press ACCESS 2 key to answere the additional incoming call; inform about the conference and that they will hear a loud tone when conferenced in
 
 
 
Press the CONFERENCE/F3 key -- the all black key above PROGRAM (3rd black key from left)
 
 
 
'''<u>To add new parties</u>'''<u>:</u>
 
 
 
Press INQUIRY (previous parties placed on hold)
 
 
 
Receive next participant's call on ACCESS 2 .
 
 
 
Press the CONFERENCE/F3 key and conference tone will be heard again.
 
 
 
Follow INQUIRY, ACCESS 2, CONFERENCE/F3 process until all parties are included in the call
 
 
 
If during the connection process the line is busy or there is no answer, press the CLEAR key on your phone (the C key directly to the left of the Access 1 key) to disconnect from that call attempt. Then either press ACCESS 1 to re-establish a connection to your original parties, or if not finished, press INQUIRY to continue with more connections.
 
 
 
==== Using analog single lines&nbsp;telephone sets  ====
 
 
 
*With the first party on the line, press the hookflash and listen for Recall Dial Tone.
 
*Dial the second party (Include the telephone authorization code, or TAC, if the number is a toll call)
 
*After the scond party answers, dial 3. The Conference Tone indicates that the conference member has successfully been added.
 
*Repeat this procedure to connect up to eight parties (including yourself) with a maximum of three external calls.
 
*If the called party is busy or does not answer, dial 2 to return to the conference.
 
 
 
 
 
 
 
== For Students  ==
 
 
 
==== Residential Hall Telephones ====
 
 
 
We provide courtesy telephones in all residence halls. These telephones are located in common areas and hallways.&nbsp; In smaller houses there may be only one courtesy phone in common areas. These phones may be used for emergency calls to 911 or Public Safety x5911, out-going calls to on-campus locations and to make local and toll-free calls. Long-distance calling requires a calling card.
 
 
 
<br><u>In Room Telephone Service</u>: As of January 1, 2010, residential hall rooms no longer have telephone service. If you require a telephone line in your room, you may request telephone service by emailing telecom@middlebury.edu. A new installation requires at least two weeks notice. Please include your name, ID number, dorm and room number, whether you want a voice mailbox, and the reason you want phone service. This service is currently free.&nbsp;You need to provide your own telephone. An email reply will let you know when to expect service activation. <br>
 
 
 
 
 
 
 
==== Fax Services for Students ====
 

Latest revision as of 09:55, 18 December 2015

Welcome to the Telephone Services' upgrade to VoIP information wiki. If you are seeking general Telephone Services guidance, please use go/phone.Italic text

Project Objectives:

The objective is to replace the current legacy TDM voice system with a Voice over IP system. Legacy vendors have discontinued TDM products. Installing a VoIP system will bring an open-ended set of features and functions that can be integrated with future technological functions.

Business Goals

  • Current telephone system is near end-of-life and all manufacturer support ends on March 15, 2015.
  • Voice over IP will be a platform to build application features such as mobility, softphones, integrated conference calling via audio or video, unified messaging, and one number reach among others.
  • A VoIP system will integrate with our existing monitoring infrastructure for measuring service availability
  • Potentially lower expenses for telephone equipment as less desk sets required.
  • Voice services will become part of the network and will no longer be a separate maintenance cost for support of the infrastructure.

Scope of Work/Intended Results

  • Identify available technologies
  • Include integration possibilities with remote campuses.
  • Prioritize technologies in order of importance.
  • Write RFP.
  • Evaluate proposals and narrow choices.
  • Engage campus users of system on what they would like
  • Buy-in from project stakeholders.
  • Provide capital budget for project
  • Including network upgrades required, e.g. PoE.
  • Arrange vendor presentations.
  • Choose vendor and negotiate contract.

Scope Exclusions

  • Implementation. (a separate project or part 2).
  • Management of system and training (part of separate implementation project).
  • BYOD (Bring Your Own Device) policy with regard to mobile applications.

Measurements

  • Having a prioritized list of features and technologies for a new telephony system.
  • Having a RFP in hand.
  • Having a cost estimate that we feel comfortable with.
  • Engagement & consensus from stakeholders.
  • Milestones achieved.

Resources

A summary of UCLA's ACUTA survey

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