Telecom

Telecom, an Office of Information Technology subdivision, provides the University of Colorado Colorado Springs with telecommunication technologies and services, including the university switchboard and campus phone directory.

To request any installations, removals, repairs, directory updates, or other changes, please use our self-service portal

Information about each service can be found below or through the Help Desk Service Catalog (coming October 2019). 

Can a student employee have a phone extension?
  • Yes! So long as the student has an active st-xxxx email account, and the department agrees to the monthly service charges as well as any additional applicable fees, the student may have a phone extension. 
Can two physical phones share one extension?
  • Two physical phones may share one extension on line one under the following conditions:
    • The phones are in the same office or suite (cannot be down the hall, on different floors or in a different building)
    • The voicemail box on that extension states that they have reached a department (ex. You have reached the Office of Information Technology, please us a message) and cannot state they have reached individuals (ex. You have reached John and Jane, please leave us a message). 
      • If they do want the voicemails to state they have reached individuals, they must each have their own voicemail box.
    • The phone would still need to be paid for unless the department is using a spare.
  • To request this service, submit a new phone build ticket and include the MAC address of the phone if a new one is not needed. 
Can two people share the same extension?
  • Two people may share the same extension under the following criteria:
    • The voicemail box states that they have reached a department
    • The users of that extension are located in the same office or suite (not down the hall, on another floor, or in another building)
    • The voicemail box on that extension states that they have reached a department (ex. You have reached the Office of Information Technology, please us a message) and cannot state they have reached individuals (ex. You have reached John and Jane, please leave us a message). 
      • If they do want the voicemails to state they have reached individuals, they must each have their own voicemail box.
I need international calling. How do I get this?
  • International calling is available once approval from the department Dean or Vice-Chancellor has been obtained. It is the user's responsibility to obtain written approval of this change, prior to the request and approval must be provided within the ticket. Long-distance charges will be reflected within the monthly invoice and billed back to your department. Please allow two business days to process this request. 
I'm moving departments? What do I do with my phone?
  • The phone and extension belong to the current department. Please have the department in which you are transferring to, put in a Cherwell ticket for a new phone/extension for you. The current department should also place a Cherwell ticket in order to change the name on the phone and remove your name from the extension/phone. 

Please visit https://www.uccs.edu/oit/services/voice/telephone for information on phone settings.

For an explanation of all of the physical buttons on the Cisco VOIP phones, click here (PDF).

Phone Settings

Display instant help about buttons and features

  • Press the ? button once, and then press a button or soft key.
  • Highlight a feature in the Directories, Settings, or Services menu, then press the ? button twice quickly.
Change the Ringer Sound
  1. Press the Settings button.
  2. Press 1 for User Preferences.
  3. Press 1 for Rings.
  4. Use the Navigation button to scroll through the list of ring types and press the Play soft key.
  5. Highlight the ring and press the Select soft key.
  6. Press the Save soft key.
  7. Press the Exit soft key until you are back to the main screen.

To change the number of times your extension rings before going to voicemail, contact the Help Desk.

Adjust the Volume

For handset, speakerphone, or headset volume, press the up or down Volume button during a call. Press the Save soft key to save the setting for all calls. If you are changing the volume just for the current call, do not press the Save soft key.

For ringer volume, press the up or down Volume button while not on a call. The setting will be saved automatically.


Basic Phone Features
Place a Call
  • Lift the handset and dial the number - or -
  • Press the line button for your extension, then dial. The line button illuminates steady green for an active call. - or -
  • Press the Speaker button, then dial - or -
  • Press the New Call soft key, then dial - or -
  • If you are using a headset, press the Headset button, then dial.
Answer a Call
  • Lift the handset to auto-answer the first line.
    • To answer a secondary line, lift the handset and press the flashing orange button. By default, auto-answer is turned off for all lines except the first. If you would prefer to use auto-answer for all numbers on your phone, please contact the Help Desk. This also applies to the use of the speakerphone and headsets.
  • To use the speakerphone, press the Speaker button.
  • Press the Answer soft key (auto-answers all lines) - this will activate the speakerphone if the handset is on the hook. If you are already on a call, it will put the first call on hold.
  • If you are using a headset, press the Headset button.
End a Call
  • Press the End Call soft key - or -
  • Hang up the handset - or -
  • If you are using either the speakerphone or a headset, press the corresponding button.
Redial a Number
  • To redial the most recently dialed number, press the Redial soft key.
View Call Logs
  1. Press the Directories button.
  2. Select the desired directory:
    1. Missed
    2. Received
    3. Placed Calls
  3. Highlight a call record and then press the Dial soft key to call the selected number. Alternatively, you can press the Speaker button, press the Headset button, or lift the handset to call the number.

Note: Each log stores up to 100 entries. If cleared, Telecom cannot recover the entries.

Dial from a Directory Menu
  1. Press the Directories button.
  2. Use the Navigation buttons to navigate the menu items and the Select button to select the appropriate directory: Missed Calls, Received Calls, Placed Calls, Personal Directory, or Corporate Directory.
  3. Press the Dial soft key to dial a selected number. Press Edit Dial to add or remove digits before dialing .

Note: If using the Corporate Directory and the results return more than 31 entries, press the more soft key, and then the Next soft key to go to the next page. To go back a page, press the Exit soft key.

Note: To enter any letter, use the corresponding number key. Press the key one or more times to display a letter. For example, press 2 once for "a", twice for "b", and three times for "c". The 0 (zero) key contains the - (hyphen) symbol. To back up, press the << soft key. Searches are not case-sensitive.

Place a Call on Hold

    Press the Hold soft key. The held line button will illuminate flashing green.

    • To return to the call, press the Resume soft key or the held line button.
      • If multiple calls are on hold, use the Navigation buttons to select the desired call before you press Resume.
      • If multiple calls on multiple lines are on hold, press the line button for the line you want to switch to and use the Navigation buttons to select the desired call. Press Resume.
    Transfer a Call
    1. During a call, press the Trnsfer soft key. This puts the call on hold.
    2. Dial the number to which you want to transfer the call. As soon as you hear ringing, or after the party answers, press Trnsfer again.

    Note: If the transfer fails, press the Resume soft key to return to the original call.

    Place a Conference Call with up to 8 Participants
    1. During a call, press the more soft key and then the Confrn soft key to open a new line and put the first party on hold.
    2. Place a call to another number.
    3. When the call connects, press Confrn again to add the new party to the call

    The maximum number of conference participants is 8, including yourself.

    When you initiate a conference call you are the controller. Only the conference controller can add and drop participants. To drop the last participant, press the RmLstC soft key.

    Turn Off Phone Ringer for Incoming Calls

    Press the DND soft key. You will not hear the phone ring; instead, the phone will beep once. The line button will still flash like normal. Your screen will also post the message, "Do Not Disturb is active". Press DND again to return to normal.

    Forward all calls to another number
    1. Press the CFwdAll soft key. You will hear two beeps.
    2. Enter the number to which you want to forward all of your calls. Enter the number exactly as you would if you were placing a call to that number. An animated phone icon will flash in the upper-right corner of your LCD screen and the message "Forwarded to #" will display.
    3. To cancel call forwarding, press the CFwdAll soft key.

    Note: If the call is missed on the phone that the number is forwarded to, the system will connect to the voicemail box of the original number (not the voicemail of the forwarded number). Also, calls forwarded to a long-distance number will incur charges.

    Answer a Call in your Pickup Group (if configured)
    1. Lift the handset.
    2. Press the more soft key.
    3. Press the PickUp soft key.
    Access your Voicemail

    Press the Messages button and follow the instructions.

    Note: When you receive a new message, a flashing envelope icon displays on your LCD screen, your handset will appear to glow red to indicate that you have received a new message, and you may see the following message on your screen: "You Have VoiceMail".

    For more information about voicemail, please select the appropriate option from the menu.

    Make a Long-Distance or International Call
    • For long-distance calls, dial 9 to dial out, then dial 1 and the area code before the number (9 - 1 - (XXX) XXX-XXXX). Please note that your department will be charged for all long-distance calls.
    • For international calls, dial 9 to dial out, then dial 011 and the country code before the number (9 - 011 - country code - phone number). You must dial the entire number and then lift the handset. International calls are disabled by default. If you need to make an international call, Telecom will need written permission from your department head in order for international calling to be enabled. Please note that your department will be charged for all international calls.

    For instructions on the self-service voicemail portal, please visit https://kb.uccs.edu/display/KB/Unity+Voicemail

     

    Voicemail Phone Menus (PDF)
     

    Playback Speed

    There are four playback speeds: Slow, Normal, Fast, and Fastest. To change the playback speed, do one of the following while listening to a message from a phone:

    • To slow messages down, press the number 4.
    • To speed messages up, press the number 6.

    Once changed, the setting is remembered for all messages. However, this setting does not affect the playback speed of messages listened to from e-mail.

    Checking Voicemail from Off-Campus
    1. Dial your number.
    2. Once the system connects, press *, followed by your extension (the last four digits of your on-campus phone number), followed by #.
      • If you pause after pressing *, the system will ask for your ID (your extension).
    3. Enter your PIN, followed by #.
    4. Congratulations, you are now in your voicemail box!
    Checking Voicemail from On-Campus
    1. Press the "messages" button on your phone (the button with an envelope on it).
    2. Enter your PIN, followed by #.
    3. Congratulations, you are now in your voicemail box!
    Setting a Vacation Message

    To set a vacation message, you will use what is referred to in the system as an "alternate greeting". This greeting can be turned on or off as needed and can be set to auto-expire at a specified date and time. By using the alternate greeting, you do not have to re-record your standard greeting each time you take leave. By using the auto-expire feature (referred to as "setting an end date"), you also do not have to remember to turn off your alternate greeting when you get back because the system will return to using your standard greeting on its own.

    To record the greeting first, then turn it on or off:
    1. Log into your voicemail box
    2. From the main menu, press 413.
    3. Press 3 to edit your alternate greeting, including recording your message and turning on the greeting if you are ready to do so.
    4. Press 1 to record your alternate greeting.
    5. Press 3 to turn on/off your alternate greeting.
    6. Press 1 to set an end date or press # to leave the message on indefinitely.
    7. Follow the instructions to set the day and time the greeting will stop playing. The end date can be as soon as later the same day.
    8. Press * to save and exit the current menu; if you do not exit properly, the end time will not be saved.
    To turn the greeting on or off first, then record it:
    1. Log into your voicemail box
    2. From the main menu, press 412.
    3. If your alternate greeting is currently off, press 1 to set the end date; press # to leave it on indefinitely.
      • If you wish to change your alternate greeting, you will be given the option to do so after setting an end date.
    4. Press * to save and exit the current menu. If you do not exit properly, the end time will not be saved.
    Managing Voicemails when Integrated with Office 365 Email

    Voicemail emails show up in Office 365 with a Subject starting with "Message from" followed by either a number or a name. To listen to the voicemail, click on the attached .wav file and open it with an audio player (Windows Media Player, iTunes, etc.). While the message is marked as Unread, the Message Waiting Indicator (MWI) light on your phone will be on and there will be a flashing envelope next to your extension on your phone's screen. Your phone's screen may also state "You Have VoiceMail". This is not the same as "# New Missed Calls", where "#" is a number. The synchronization between the system knowing that you have "read" a message and it turning off the phone's indicators is at least a few seconds.

    If you delete a voicemail message from your Email, it will go to your Deleted Items folder (like all other Emails), where it will sit for up to two (2) weeks until the email system permanently deletes it. During this time, the message will still count against your voicemail quota. The voicemail system will not permanently delete a message that is still in your Email, even if it is in your Deleted Items folder. If you need to permanently delete one or more messages due to quota issues, go to your Deleted Items folder and either empty your folder, or find all messages with a Subject starting with "Message from" and delete just those messages. Once you have deleted the messages from your email, log into the voicemail system from your phone. If less than 24 hours have passed, you should be prompted to permanently delete all messages that have been marked for deletion.

    Quotas

    There are three types of quota limits:

    1. Warning Quota: When reached, this limit provides a warning to users that their mailbox is approaching the maximum limit. This limit is currently set to 12 Megabytes (approximately 25 minutes of recorded messages).
    2. Send Quota: When reached, this limit will prevent a user from sending, forwarding, or replying to messages from their voicemail box. However, callers can still leave messages for the user and the user can retrieve their messages. This limit is currently set to 13 Megabytes (approximately 27 minutes of recorded messages).
    3. Send/Receive Quota: When reached, this limit will prevent the user from sending and receiving messages from their mailbox. Internal callers (anyone calling from a UCCS phone number) will not be able to leave messages, and a non-deliverable receipt will be sent to the internal caller's voicemail box (if applicable). Currently, external callers can still leave messages for a user who has reached this limit. This limit is currently set to 14 Megabytes (approximately 29 minutes of recorded messages).

    In all cases, when the affected voicemail box is checked, the applicable warning message will play every time, in its entirety, until the mailbox is brought back below the quota limit.

    Note: It is not the number of messages that matters; it is the total size of all stored messages (new, saved and deleted) that matters.

    Personnel changes

    When there are personnel changes involving personally assigned phone numbers, please be aware that the voicemail box will follow the user. What this means is, if the user is no longer employed at UCCS, their voicemail box will be deleted, which means all messages will be lost. If the user changes departments or phone numbers within a department, the phone number associated with their voicemail box will change, but the user will retain all messages and will not have to change their PIN or greetings. It is not possible for two users to be assigned to the same voicemail box, nor is it possible to transfer an unemployed user's voicemail box to a new user.

    To assign a voicemail box to a new user, first, the user must be in the IT system. If there is a voicemail box for a previous user still in the voicemail system for the phone number in question, it will be deleted. All previous messages will be lost at this time. The new user will then be assigned a voicemail box associated with the assigned phone number.

    Call Handlers (voicemail trees)/Voicemail-Only Numbers

    Call handlers answer calls, greet callers with recorded prompts and provide them with information and options, route calls, and take messages. Since not all voicemail-only numbers are associated with call handlers, voicemail-only numbers can be direct-dialed like a normal campus phone number.

    Situations where a call handler is required, are:

    • Multiple people sharing one phone extension
      • If the greeting states the caller has reached a department, and no names are listed, then a call handler is not required. 
      • If the greeting states that they have reached a series of people, a call handler is required and an additional fee will be acquired on the departments' monthly invoices. See OIT's Service Catalog for more information. 
    • Where a series of prompts is desired to get the caller to the correct person

    Note: All voicemail-only users access their voicemail as if checking their voicemail from off-campus.

    Service Charges

     

    Service Description Cost
    New Wiring Analog or VoIP/Data $330.00 per line
    Port Connection Fee for connecting new wiring to the network. Only applicable if new wiring is not installed through UCCS OIT as new wiring fee includes the port connection fee $165.00
    Analog phone number New activations, move, or deactivation
    Wiring must exist - if there is no existing wiring, the new wiring charges apply. 
    $77.00/hour
    Monthly VoIP Phone Charges VoIP lines

    $30/month plus any long-distance and/or international charges

    Monthly Analog Phone Charges Analog lines $28/month plus any long-distance and/or international charges
    Voicemail Only Voicemail only boxes $10/month

     

    Equipment Charges

    Part Description Cost
    Cisco IP Phone 8845 Standard ten-line phone with video.
    Typically used for desk and office phones. 
    $270.00
    Cisco IP Phone 8845 Upgrade from Cisco 7945 (two-line phone) $70.00
    Cisco IP Phone 8845 Upgrade from Cisco 7965 (six-line phone) $40.00
    Cisco IP Phone 7841 Standard four-line phone. 
    Typically used for classroom phones.
    $168.00
    Cisco IP Phone 7841 Wall Mount Wall mount for phone $50.00
    Cisco IP Conference Phone 8832 Conference phone for up to 26 attendees and provides 360-degree room coverage $930.00
    Cisco IP Phone 8832 Mic Wired Mic Set $225.00
    Standard Handset Cord 12 inches coiled, stretches to eight feet Comes with the purchase/upgrade of a phone
    Long Handset Cord 18 inches coiled, stretches to 12 feet Free - contact helpdesk@uccs.edu to request part

     

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