Telephones: Ordering and FAQs

Telephones: Ordering and FAQs

Information Technology offers different telephone end points that can be customized to fit the unique requirements of your department. Customization options include but not limited to

  • Main line that appears on many phones
  • Special hotline
  • Private line for an individual 
  • Recorded announcement that callers can hear while waiting for an agent

Fees: Departments are billed a $10.00 monthly fee per line plus any long distance charges that may be accrued. Information Technology sends monthly reports to the Department Administrators to review charges and cancel unused lines. Such reports are also available per request sent to Help Desk.

For more information, please choose the appropriate telephone equipment below (the front of the phone will either say Ericsson/Aastra or AVAYA), and see the resources listed in the box to the right.

Ericsson/Aastra

Phone Details

 4225

Model 4225  is our highest capacity instrument that provides 20 programmable keys and  a dynamic feature display for users to view such things as missed calls or to find a number in the call list. This display also has corresponding soft keys for feature activations such as creating a conference call.

 

 

 

 

 model 4222

Model 4222 is a 12 key display telephone for users that does not require as many programmable keys or extra feature functionality. This telephone can be programmed to provide the features of the larger instrument but have less capacity for feature buttons.

 

 

Expansion Unit

 

Whichever model is used, if there is a need to answer calls for more people, or need additional feature keys for your use, there is an expansion unit available that will provide 17 additional keys. This unit attaches to the right side of your phone.

 

Ericsson and Aastra FAQs

How do I transfer a call?

You can transfer a call with a party on the line by completing the following steps:

  1. Press the inquiry button on your telephone
  2. Dial the second party. Wait for an answer if you would like to announce the call to the second party.
  3. After announcement or the first ring, press the transfer button on your telephone.

Note: If the second party is busy or does not answer the telephone, and you would like to return to the call, disconnect the second party by pressing the "Clear" or [C] button. Press the holding access key to return your first party.

How do I forward my telephone?

You can forward your telephone to both an internal or an external telephone line.
From on-campus to an internal number:

  1. Press the Access 1 button.
  2. Enter *2*, the five-digit number to forward to, then the # sign.

Remove the internal forward by pressing #2#
From on-campus to an external number

  1. Press- *23# 9 plus the 10 digit telephone number, then # sign
  2. Calls should now ring to the External Number

Remove the External forward by:

  1. Pick up the telephone that is in the external forward mode. After hearing dial tone,
  2. Press #23#.
  3. Calls should now ring to the telephone
    Note: The Memorial Campus telephone system is considered external.
  4. Make sure Call Forward is shaded in Yellow, Press the button next to Call Forward, the icon in the upper left should disappear, then Press Exit.
  5. Forwarding is removed.

How do I forward my telephone line while being away from my desk?

The Personal Number Feature provides single number access to customers. Calls made to your phone number are directed to the device(s) of your choice using up to 5 customizable profiles. Profiles may be activated from your desk phone if on campus, or remotely.

Manager Approval required. For more information contact the Information Services HelpDesk at (508) 856-8643.

How do I establish a conference call on my desk phone?

Establishing a conference call depends on the model telephone you are using. Follow the instructions below based on your telephone model.

  1. Large Digital Display Phone Model 4225
  2. After contacting the first party:
  3. Press an unlit "ACCESS" or Inquiry" button
  4. Dial the second party, after they answers, Conf/Transf will now appear in your display screen.
  5. Press the oval button located beneath the Conf/Transf selection. You will hear a tone that indicated the parties are all connected.

Repeat the steps to add additional parties to the call.

Avaya

Phone Details

 model 9611g  model 9608
Base Model 9611G Common Area and Lab Model 9608

The phone system in the ASC will be an Avaya Voice Over IP System. This system will offer the latest technology and bring the Medical School to another level.

The phones will be connected over the UMass Network and plugged into your PC. If a phone is needed in an area where there is no computer, it will be plugged into the data jack

New Features:

The phones will offer a directory. The directory information is based on the name associated with the phone you will be able to dial by name. This will only pull names from phones in the new System. Eventually all UMass Medical School will be on the System

You can manually store your own personal contacts on the phone.

Flexibilty- You will have the option to logoff your telephone and logon with your number on another Avaya phone. This is a feature that will be helpful if you need to go to another building to work for the day.

Phones will have a password. This password will be your Employee ID Number. This is needed to secure the phone on the network.

 

Features

Directory:
  • The directory information is based on the name associated with the telephone. You will be able to enter a persons’ last name on your phone and dial them. This will only pull names from phones in the new Avaya System. Eventually all UMass Medical School will be on the System.
Contacts:
  • You can manually store your own personal contacts on the phone.
  • You can have up to 250 contacts
  • Each Contact can have up to 3 numbers (work, cell, home)
  • You can pair your contacts to incoming calls. What this does is show the person’s name when they call you.
Passwords:
  • You will use your Employee ID Number to logon to your phone. You only need to do this the first time you use your phone.
  • You can find your Employee ID Number on the HR Direct Website.http://www.umassmed.edu/hr/hrdirect/FAQs/
  • Once you logon to the site, click view paycheck. Select a paycheck and it will appear near the top. Or you can click on Timesheet and will be on the top of the page.
  • Phones that do not have a person’s name, will be logged on by telecommunications with a generic password.
Conference Calls:
  • When using your phone for conference calls, you can display all callers on the call and select participants to drop from the call. This will not work if you have utilized the Avaya Conference Bridge using a code. 
  • The Avaya Conference Bridge will work the same as today
History:
  • You will see a call history of missed, placed and answered calls. You have the option to save these numbers on an individual basis to your contacts.

Avaya FAQs

How do I transfer a call?

  1. From the Phone screen, if the call to be transferred is not already active (highlighted), select the line on which the call to be transferred appears
  2. Press Transfer.
  3. Dial the telephone number, or call the person from the Contacts list, or call the person from the History list.
  4. You can hang up now if you do not want to announce the call.
  5. For a supervised Transfer, wait until the person you are transferring to answers, announce the call and press Complete or OK Button

How do I forward my telephone?

Send All Calls

  • Press “SendAll” button, to send all calls to your pre-set diversion point. In most cases this will be voice mail. A check mark will appear next to the “SendAll” and an icon will appear in the upper left of the screen as well.
  • Press “SendAll” to resume taking calls.

 

Call Forward- This allows you to call forward your number to any internal or external number.

  • From the Phone screen, scroll right to access the Features menu.
  • Select “Call Forward” to activate. When you hear dial tone, enter the number you are forwarding to. After you enter the forwarding number, you hear a confirmation tone. An icon appears on the upper left corner of the screen indicating Calls Forward is activated.
  • Note: for external numbers, you need to put in the (9) prior to the 10 digit number.

 

Remove Call Forwarding

  • From the Phone screen, scroll right to access the Features menu.
  • Make sure Call Forward is shaded in Yellow, Press the button next to Call Forward, the icon in the upper left should disappear, then Press Exit.
  • Forwarding is removed 

How do I forward my telephone line while being away from my desk?

  1. From the Phone screen, if the call to be transferred is not already active (highlighted), select the line on which the call to be transferred appears.
  2. Press Transfer.
  3. Dial the telephone number, or call the person from the Contacts list, or call the person from the History list.
    You can hang up now if you do not want to announce the call.
  4. For a supervised Transfer, wait until the person you are transferring to answers, announce the call and press Complete or OK Button.

How do I establish a conference call on my desk phone?

  1. From the Phone screen, select your active call if not already on that line.
  2. Press Conf.
  3. Dial the telephone number, or call the person from the Contacts list, or call the person from the History list.
  4. When the person answers, press Join or OK to add the person to the existing call.
  5. Press Add and repeat these steps to add another person to the conference call.

Adding a person on hold to a conference call

  1. From the Phone screen, select your active call.
  2. Press "Conf", you will get dial tone
  3. Select the call on hold that you want to add to the conference.
  4. Press "Join" to add the person to the conference call.

Dropping a person from a conference call

  1. From the Phone screen, select your active call.
  2. Press Details.
  3. Select the person you want to drop.
  4. Press Drop.

Note: To drop the last person you added onto the call, Press the "Drop" Button

General FAQs

What is the process for getting my telephone moved or changed?

If you are moving a telephone or need something changed you can open a ticket by contacting the Information Services helpdesk @ Ext. 6-8643 or helpdesk@umassmed.edu). The following information will be needed to process your request:

  1. What phone number is moving?
  2. What is the new room number?
  3. Is there a name change?
  4. Is the phone moving or just the extension number?
  5. Department speed type information.

You will be contacted by a representative to schedule your move or change.
Note: Moves, adds and changes will take between three to 7 business days depending on the work load and the request. There may be additional charges to the department depending on the request.

What do I do if my telephone is not working?

If you are having telephone problems you can open a work order ticket by contacting the Information Services helpdesk @ Ext. 6-8643 or helpdesk@umassmed.edu). The following information will be needed to process your request:

  1. A brief description of the problem you are having.
  2. Building and Room number you are located in.
  3. The phone number that is having the problem.
  4. An alternate contact number so a technician can reach you.

You will be contacted by a representative to discuss your telephone problems.

How Do I order a new telephone:

Ericsson/Aastra Phones:

You can order a new telephone by completing and submitting the Ericsson/Aastra telephone order form to the UMW Helpdesk, UMWHelpdesk@umassmed.edu for processing. Once the completed order form is received you will be notified by a representative to schedule installation. Telephone purchases are charged back on the monthly bill through a journal entry.

Avaya VoIP Telephones:

Please contact the UMW help Desk at X 68643 to have a ticket opened for the purchase. A Communication Technologies staff member will contact you for detailed information and provide you with pricing.

 

Polycom Conference Phones:

Polycom Conference Phones can be purchased by the individual department through any approved UMass purchasing website. If you need clarification on what model to purchase, please contact the Communication Technologies Department at X 63938. A staff member will assist you.

Voicemail FAQs

General Information

Each voice mailbox include the following:

  • 150 messages, new and saved - it is recommended that you delete any unnecessary messages.
  • Subscriber Messages Length - Maximum of 4 minutes.
  • Outside callers message length - Maximum of 5 minutes.

Messages can be saved for up to 6 months.

Subscriber Mailboxes
Subscriber Mailboxes are used for the basic end user. Similar to an answering machine the subscriber mailbox records messages when you are unavailable; however, it has many more features. For example, you can send messages from a voice mailbox to other voice mail users, assign your own personal security codes, confirm message receipt, send future delivery messages, and maintain day/time information on messages. This mailbox is built with Short Message Signaling (SMS) which sends the end user an email notification in there UMass Outlook Email that a voice mail message is waiting.

E-mail notification can be removed via a help desk request.

Call Processor Mailboxes
The Call Processor mailbox greets the caller with a menu of options in which they can enter numbers via the telephone keypad to access information or be transferred to a person. This option is most used on a departments main lines where there are many voice mail boxes or options a caller can select from to get the appropriate person or service of their needs. The features of a voice mail application are determined by the types of voice mailboxes used within the application. These mailboxes can be designed to fit your personal or departmental needs.

Phantom Mailboxes
The Phantom mailboxes are not associated with a physical phone. They only exist in the voice mail system and have to be accessed via the Main Number 774-455-5555 or from another voice mailbox. An example is when multiple employees share the same phone number, each employee is given their own "phantom" voice mailbox to receive messages.

For more information about solutions including, Announcement Mailboxes, Interactive Mailboxes or distribution lists please contact the Information Services HelpDesk at UMWHelpdesk@umassmed.edu

Initializing your Voice Mailbox

In order to receive messages, you must initialize your mailbox. Follow the  instructions below. 
Do not hang up until you have completed the tutorial in full. If you do, and you have entered 
a new security code, you will be forced to change it again when you log back in. 

Internally, from your desk phone dial:  5‐5555 

  • The system will ask you to enter your Security Code. 
  • The temporary security code is: 1234 
  • A tutorial will begin to play.  

OR 

Externally dial:  774‐455‐5555 

  • When the system answers, Press the # key 
  • Enter your mailbox number (your 5 digit extension) 
  • The temporary security code is: 1234 
  • A tutorial will begin to play. Enter a new security code (between 4 & 15 digits in length). Press [#] key. 
  • Re‐Enter Security Code to confirm. Press [#] key. Do not begin your password with zero. 
  • Record your name this is what callers will hear if they send a message to you from within their own mailbox or use the dial by name feature from the Main Access Number to leave you a message. 

Press [2] to begin recording 
Press [2] to stop recording 
Press [5] to save  
Press [6] to review 
Press [4] to discard 

  • Record a personal greeting–  

 Press [2] to begin recording 
 Press [2] to stop recording 
 Press [5] to save  
 Press [6] to review 
 Press [4] to discard 

Once you have completed these steps, the system will give you general information. Your mail‐
box is now ready to accept messages. 

For assistance, please call the UMass Customer Support Center at ext. 68643 

Command Prompts

From the Main Menu

While Listening to Messages

After Listening to Messages

[1,1] 

New Messages

[1] 

Back up five seconds

[4] 

To review this message

[1,2]

All Messages

[1,1]

Return to start

[5]

To message envelope info

[1,5]

Saved Messages: Press

[2]

Pause or continue

[6]

Forward to another subscriber

 

 

[3]

Advance five seconds

[7]

Delete the message

SubScriber to Subscriber options

[3,3]

Advance to end

[9]

To save this message

[8]

Reply to message

[4]

Decrease speed

[#]

To skip to the next message

[8,8]

Transfer back to sender

[4,4]

Slowest speed

[*]

To quit

 

 

 

 

 

 

 

 

[5]

Play message info

 

 

 

 

 

 

 

 

[6]

Increase speed

[6,6]

Fastest speed

[#]

Skip to next saved message

How do I skip a voice mail greeting?

To skip a voice mail greeting follow the following instructions when the greeting starts playing:

  1. Press the # pound key to bypass a person's greeting.

Note: If this does not work, it means they have an Out of office Greeting activated. You cannot bypass an Out of Office greeting.

How do I set up my out of office greeting?

To record for immediate activation:

Log into your mailbox From the Main Menu and press:

  • [4] Phone Manager Functions
  • [6] Out of Office Greeting Start recording
  • When you are finished recording, Press any key to stop.
  • To save the greeting, Press [#]
  • To cancel Press [*]
  • To re‐record, Press [6]
  • Remove press [4]
  • Continue and keep press [5]
  • At login you will be reminded that your out of office greeting is active and given the opportunity to disable your greeting.

Pre‐record Out of Office

Log into your mailbox From the Main Menu and press:

  • [4] Phone Manager Functions
  • [1] Personal Options
  • [3] Personal Greetings
  • [3] Out of Office
  • The system will announce if you already have an Out Office Greeting Recorded. It will then play it for you. You will have the option to keep it, delete it, or turn it on.
  • To record a new Out of Office Greeting, Press [2]
  • To hear your newly recorded greeting, Press [6]
  • To erase and re‐record your greeting, Press [4]
  • To turn on the Out of Office, Press [5]

Can I transfer a call directly to a voice mailbox?

Yes. When you have the caller on the line:

  1. Press a free access line or the "Inquiry Button" (caller is now on hold)
  2. Dial 5-5555
  3. Wait for the system to answer, once it does:
  4. Press the [*] Key
  5. Enter the 5-digit mailbox number you want to transfer the caller to
  6. (This mailbox number must be on the CallXpress voice Mail System)
  7. Press the " Transfer button" on your phone and hang up. The caller will now hear the persons greeting.

NOTE: Be sure that after you dial the persons mailbox number you press the " TRANSFER BUTTON" immediately and hang up. The caller will not hear the greeting if you are listening to the greeting.

How do I retrieve my security code?

You will need to open a ticket with the Information Technology Helpdesk to have your password reset.

Can I leave a voice mail message for a subscriber thru the voice mail system?

Yes. When you dial the Main Number ext. 5-5555 or Externally 774-455-5555 you can enter the persons 5-digit mailbox number or press [8] to dial them by name.

The message will be sent directly to them. Their phone will not ring.

How do I get to the end of a voice mail message to delete it?

While the message is playing following the instructions below:

  1. Press option [33] to advance to the end of the voicemail then
  2. Press option [7] to delete

Note: Once the voicemail is deleted it cannot be retrieved.

Will I be able to retrieve a deleted message?

No, Unfortunately the CallXpress system does not allow us to retrieve deleted messages. Once you agree to the final deletion the message is gone. 

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