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''
  
{| border="1" cellspacing="2" cellpadding="2" width="400"
+
==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
 
|}
 
  
*'''*Vermont cellular exchanges outside of the Middlebury calling area are billable toll calls as of May 2010, per our local exchange carrier.  To dial a VT cellular exchange, other than [http://www.middlebury.edu/media/view/257277/original/Middlebury_Local_Calling_Exchanges_2010.pdf Middlebury area local exchanges], dial as a toll call with the 802 area code.''' 
+
===Business Goals===
*Year-round staff receive two TACs (telephone authorization codes) 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.
+
*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.
  
=== Telephone Rates  ===
+
===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.
  
The U.S. telephone rate is '''$0.05 per minute''' any time.<br>
+
==Resources==
 +
[http://mediawiki.middlebury.edu/wikis/LIS/images/b/bf/UCLA%27s_ACUTA_survey_summary.pdf A summary of UCLA's ACUTA survey]
  
[http://midd2.middlebury.edu/media/view/118651/original/international_rates.pdf International Rates]
+
[[Category:Telephone upgrade]]
 
+
[[Category:Telephone project]]
=== Billing  ===
+
[[Category:Telephone VoIP]]
 
 
Departmental calls are billed at the beginning of each month and posted to Banner account 701020. Contact Telephone Services for call detail. A pdf document for each month can be emailed to you.&nbsp;
 
 
 
Personal calls are also billed at the beginning of each month.&nbsp; The total is deducted from your paycheck.&nbsp; You can check call detail online at the [http://bitekweb.middlebury.edu/btms_com/servlet/com.bitek.servlets.Login MiddTel signin.]&nbsp; You must be on the Middlebury network to access this signin, either on campus or with a VPN connection.
 
 
 
== Voice Mail Instructions  ==
 
 
 
=== Activating Your Voice Mailbox<br>  ===
 
 
 
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>
 
 
 
=== Accessing Your Voice Mailbox  ===
 
 
 
*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 that has a Voice Mailbox
 
 
 
- 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
 
 
 
*From a Campus Telephone that does NOT have a Voice Mailbox
 
 
 
- Dial 2100
 
 
 
- When you hear the main College greeting, press #, then dial your extension, and enter your security code <br>
 
 
 
=== Frequently Asked Questions<br> ===
 
 
 
'''How do I record and turn on my out-of-office greeting?&nbsp;'''
 
 
 
''Press 47 from main menu and record your greeting.&nbsp; The greeting automatically turns on.''
 
 
 
'''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 3600<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>'''If two or more people share an extension can we have separate mailboxes?'''
 
 
 
''Yes, when callers reach the main number, the voice mail system gives them the option to leave a private message for the individual , e.g. "for Mary, press 1", for Jack, press 2", etc.''
 
 
 
=== Managing your Voice Mailbox<br> ===
 
 
 
'''Listen to Messages: '''<br>
 
 
 
*Review the first available new message 5
 
*Review all new messages 1 9 1
 
*Review saved messages 1 9 2
 
*Record and send a message 6
 
*Change message ordering FIFO or LIFO 1 6 2 5
 
 
 
'''After Listening to a Message: '''<br>
 
 
 
*Forward the message to another mailbox 1 3
 
*Delete the message 3
 
*Reply (to an extension) 1 7
 
*Save the message 7
 
 
 
'''After Recording &amp; Addressing a Message:'''
 
*Mark the message private # 4
 
*Mark the message urgent # 6
 
*Request a return receipt # 1
 
*Request future delivery # 5
 
 
 
 
 
'''Greetings and other set-up options: '''<br>
 
 
 
'''Out-of-Office Greeting:'''
 
*Record an out of office greeting only 4 7
 
*Record, review, or rerecord an out of office greeting 1 6 1 3 3
 
*Turn on your previously recorded out of office greeting 1 6 1 3 3 5
 
<u>Note</u>:&nbsp; Please note that as soon as you save your out-of-office greeting it is immediately turned on in the system. When you next dial into your voice mailbox, the system reminds you that your out-of-office greeting is on.&nbsp; To turn it off, press 4.&nbsp; If you do not want it turned on at the time you record, be sure to turn it off before you end the session or dial back into your voice mailbox and turn it off at the main menu.&nbsp; <br><br>
 
 
 
'''Standard Greeting'''
 
*Record a new greeting only 4 6
 
*Change, review, or record your greeting 1 6 1 3 2
 
 
 
'''Security Code'''
 
*Change your security code 1 6 1 4
 
 
 
'''Name recording'''
 
*Change your name recording 1 6 1 5
 
 
 
=== [http://midd2.middlebury.edu/media/view/83441/original/CallXpress_Quick_Reference_Card_Serenade.pdf Voice Mail Reference Guide (CallXpress)] ===
 
 
 
== For Faculty and Staff  ==
 
 
 
=== [http://www.middlebury.edu/media/view/134141/original/Faculty__Staff_Quick_Reference_Guide_update_February_2010.pdf Quick Reference Guide for Ericsson Telephones and Voice Mail] <br>  ===
 
 
 
=== [http://midd2.middlebury.edu/media/view/134141/original/Ericsson_Telephone_Features.pdf Ericsson Telephone Features] - description of keys and programming  ===
 
 
 
=== External Call Forwarding  ===
 
 
 
To forward your campus phone line to an external number such as your home or cell phone, first contact [mailto:telecom@middlebury.edu Telephone Services] to change the class of service on your phone.&nbsp; Once you have the correct class of service you&nbsp;control the external call forwarding from your campus phone.&nbsp;
 
 
 
<u>To activate</u>:
 
 
 
*Lift the handset (tone).
 
*Dial * 23 #.
 
 
 
A display message requests the external number.&nbsp;
 
 
 
*Dial the external number&nbsp;adding a&nbsp;9&nbsp;at the beginning to get an outside line, or if a toll call dial 8 + TAC + #9 and 10-digit number.
 
*Press # (special dial tone).
 
 
 
The Diversion lamp turns on.
 
 
 
*Replace the handset.
 
 
 
<u>To cancel</u>:
 
 
 
*Press the Diversion key.
 
 
 
The Diversion lamp turns off.
 
 
 
Or, dial # 23 # and the external call forwarding is cancelled.
 
 
 
=== Troubleshooting and Repairs - Call us at extension 5700<br>  ===
 
 
 
=== Speakerphone  ===
 
 
 
All Ericsson telephone sets have speakerphone capability. The sound quality is adequate in an office. In a conference room, you may want to use a [http://midd2.middlebury.edu/media/view/134781/standard/polycom_speakerphone.JPG Polycom speakerphone] which can be borrowed at the Davis Family Library circulation desk. Either reserve [http://biblio.middlebury.edu/search~S2?/jequipment/jequipment/1%2C1%2C62%2CB/frameset&FF=jequipment&11%2C%2C62 online] or call extension 5494 to reserve a speakerphone. You need a location with an analog line. Telephone Services, ext 5700, can give you guidance on which locations have an analog line.&nbsp; If only a digital (Ericsson set) line is available, you can borrow an adapter from us.
 
 
 
=== Office Moves  ===
 
 
 
If you plan to move to another office, the first step is to fill out the Facilities Services [http://blogs.middlebury.edu/facilities/2009/02/24/office-move/ request form].&nbsp; If you are moving to a location that does not have a wired telephone jack or you have a special request that requires wiring or new hardware, please contact Telephone Services at ext 5700 or email [mailto:telecom@middlebury.edu Telephone Services] '''at least two weeks before your move'''.&nbsp; <br>
 
 
 
=== Conference Calling  ===
 
 
 
==== '''1) Audio Conference Bridge'''  ====
 
 
 
If you require more than 7 parties, do not want to place the calls yourself, or want participants to dial into a toll-free line, contact Telephone Services '''ext 5700''' to set up a reservation-less [https://e-meetings.verizonbusiness.com/global/en/index.php Verizon Business Instant Meeting] conferencing account. There is no activation fee. [http://midd2.middlebury.edu/media/view/134971/original/Verizon_Audio_Conference_costs.pdf Cost Table and Service Types].&nbsp; Calls placed through this service will automatically bill to your department Banner Index code.
 
 
 
==== [http://midd2.middlebury.edu/media/view/83461/standard/Ericsson_set_Fkeys.jpg 2) Using an Ericsson display telephone set]  ====
 
 
 
With your office telephone, you can establish a connection with up to 7 parties on the campus telephone system. For full instructions, review the [http://www.middlebury.edu/media/view/134141/original/Faculty__Staff_Quick_Reference_Guide_update_February_2010.pdf quick reference guide].
 
 
 
==== [http://midd2.middlebury.edu/media/view/134801/standard/analog3.JPG 3) 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.
 
 
 
=== [http://midd2.middlebury.edu/media/view/131391/original/Label.doc Telephone Label Template]  ===
 
 
 
=== Cellular Telephone Service  ===
 
 
 
[http://www.middlebury.edu/offices/administration/vpfin/controller/policy Policy for Business Use]
 
 
 
*[http://midd2.middlebury.edu/media/view/106661/original/RequestAllowanceForm.pdf Allowance Request]
 
 
 
==== BlackBerry Enterprise Server  ====
 
 
 
Faculty and staff who purchase a BlackBerry device from a carrier may request an account on the College's BlackBerry Enterprise Server.&nbsp; The advantage to this is that your Microsoft Exchange e-mail, calendar and contacts are synchronized real-time with your desktop/laptop Exchange services.&nbsp; If you don't have an account on the server, the other option is to use Desktop Manager to synchronize with your BlackBerry.&nbsp; The disadvantage to this is that you need to keep your desktop turned on at all times to keep it synchronized.&nbsp; However, if your desktop is powered off, the next time you turn it on, your BlackBerry&nbsp;Exchange applications will be synchronized.
 
 
 
[https://mediawiki.middlebury.edu/wiki/LIS/Telephone_Services Directions&nbsp;for&nbsp;activating your BlackBerry on the server.]&nbsp;
 
 
 
==== Employee Discounts from AT&amp;T Wireless and Verizon Wireless  ====
 
 
 
Two cellular carriers in Vermont provide selected discounts to College employees.&nbsp; To register for discounted rates:
 
 
 
[https://www.wireless.att.com/business/enrollment/ AT&amp;T 15% discount] - for existing service.&nbsp; For new service,&nbsp;go to an AT&amp;T Wireless store and bring in a paystub or employee&nbsp;identification card&nbsp;and mention code: 3407157.
 
 
 
[http://www.verizonwireless.com/b2c/employee/emaildomainauthentication.jsp?lid=//global//business//employee+discounts Verizon 10% discount]
 
 
 
=== [http://www.aastrausa.com/cps/rde/xchg/SID-3D8CCB6A-597AEB7E/30/hs.xsl/30014.htm Aastra (formerly Ericsson) IP phone] ===
 
 
 
== For Students  ==
 
 
 
==== '''Residential Hall Telephones'''  ====
 
 
 
We provide [http://www.middlebury.edu/media/view/258064/original/Dorm_common_area_phones.pdf courtesy telephones ]in all residence halls. These telephones are located in common areas and hallways.&nbsp; In smaller houses there is one courtesy phone in a common area. 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. Callers can also directly dial these numbers using 802-443 and the extension number.&nbsp; Long-distance calling requires a calling card.
 
 
 
<br>'''''In Room Telephone Service - Academic Year Only''''': As of January 1, 2010, residential hall rooms no longer automatically have telephone service. Over the last several years we have found that most students use cellular phone service as their sole voice communication. The need for land line service had declined to such a point that it is no longer necessary, or fiscally responsible, to provide a service used so infrequently. However, if you desire a telephone land line in your room, you may request&nbsp;service through the Personal Information link in [https://jade.middlebury.edu/PNTR/twbkwbis.P_WWWLogin? BannerWeb].&nbsp; There&nbsp;is a $50 installation fee per academic year.&nbsp;&nbsp;You can&nbsp;expect service within approximately&nbsp;2 weeks of your request. &nbsp;You will need to provide your own telephone.&nbsp; If you are in a double, both you and your roommate can share the extension and upon request have two separate, private voice mailboxes.&nbsp;
 
 
 
<u>There is no dorm room telephone service available in the summer.<br></u>
 
 
 
<u></u>
 
 
 
'''''Cellular Telephone Service''''':&nbsp; At present we find that Verizon Wireless, AT&amp;T Wireless, and Sprint offer the best reception and service plans for the Middlebury area. For details on any company's coverage, please visit their Web sites. Pre-paid cellular services are also an option, particularly if your present carrier doesn't have coverage in the Middlebury area. Net10 and Tracfone work well on campus. If you order from them online, use the Middlebury zip code, 05753. Students should also understand that reception can be weak in a few campus locations due to College building construction
 
 
 
==== Fax Services for Students  ====
 
 
 
'''Incoming Faxes:'''<br>An incoming-only fax machine is located in the Student Mail Center in McCullough. The number is 802-443-2068. The Mail Center will receive faxes and deliver them through campus mail without notice.<br>'''Outgoing Faxes:'''<br>An outgoing-only fax machine is located on the main floor of the library. Faxing from this machine is free.<br>Career Services, also, has a fax machine you may use for job applications. Dialing a fax number is the same as dialing a phone number:<br>'''Local (Off Campus) Calls:'''<br>Dial 9 and 7-digit local number<br>'''Toll Free Calls (800, 888, etc.):'''<br>Dial 9 and toll free number or telephone number from Library Info Desk fax.<br>'''Long Distance Domestic Calls:'''<br>Dial 9 + long distance number<br>'''International Calls:'''<br>Dial 9 + 011+ country code + city code + number
 
 
 
== AlertFind Emergency Notification System  ==
 
 
 
==== Provide your Cell Phone Number (OPTIONAL, BUT STRONGLY ENCOURAGED)&nbsp;<br> ====
 
 
 
In 2007 the College implemented an emergency broadcast notification system, AlertFind. It allows the College to send out timely information to cell phones and e-mail accounts, and if you have one, your dorm extension or&nbsp;office telephone,&nbsp;in a rapid and organized manner. This system can only reach you if we have your contact information. If you provide a cell phone number, it will be stored in our Banner database as well as in the emergency notification system for use in the event of a pressing need to contact you quickly. It will not appear in the on-line directory. If you own a cell phone, it is in your best interest to provide your number for this purpose.
 
 
 
==== How do I provide my cell phone?  ====
 
 
 
Logon to [http://go/bw BannerWeb] and select Personal Information.&nbsp; Choose option, Update Cell Phone.&nbsp; Provide your number and you are finished.&nbsp; If you need to update this number at a later date, you can simply enter the new cell phone number.
 
 
 
== Emergency Calls ==
 
 
 
==== In an emergency dial 911 or 5911. ====
 
 
 
911 calls connect to a Vermont Public Safety Answering Point (PSAP) dispatch center, which may&nbsp;send an ambulance, the fire department, and/or local police. The campus Department of Public Safety is simultaneously notified of the call and will send an officer to the location regardless. 5911 is the Department of Public Safety's on-campus emergency number.&nbsp; <br>
 
 
 
Take care in dialing. Dial 911 only in an emergency. <u>If you mistakenly dial 911 please do not hang up</u> since calls are captured and identified. The appropriate action is to stay on the line and tell the dispatcher that you have misdialed and do not have an emergency.
 
 
 
<br>In the event of a hang-up PSAP&nbsp;dispatchers will attempt to call you back.&nbsp; If there is no answer, a campus Public Safety officer is sent to the location of that phone. Specific locations of calls placed from any on-campus phone are determined by the College-maintained 911 database. Included in the location information sent to the 911 dispatcher are the telephone number of the calling party, the building and room from which the call was placed, and the street address of the building where the extension is located. The availability of this information can be critical to responding emergency personnel in cases where the calling party is unable to provide their location.
 
 
 
<br>For non-emergency Public Safety calls dial 5133.
 
 
 
==
 
<br><br>
 
==
 
[[Category:Telephone]]
 
[[Category:Voice Mail]]
 
[[Category:AlertFind]]
 
[[Category:Cellular]]
 
[[Category:Audio Conference]]
 

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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