Desk Phone Support for Staff

Overview

To access your voice mail

  • Internal - from your UNSW extension (desk phone): Dial 58222
  • Internal – from someone else's UNSW extension (desk phone) : Dial 58222 - on answer, enter * # then your extension number
  • External - from outside UNSW or via mobile phones : Dial (02) 9385 8222 - on answer, enter your extension number

Self Help Guides

A three party conference call is available from any UNSW PABX extension and does not require a booking, unless you wish to hire a Polycom audio conference phone from UNSW IT.

To make a three party conference using an analogue handset:

i. Dial the first party and press 'flash' or 'recall' depending on the make and model of your handset
ii. Dial the second party and when they pickup press 'flash' or 'recall' again;
You have established a three party conference. To end the conference, simply hang up.

To make a three party conference using a digital handset:

For NEC Current models (DT300 and DT700)

i. Dial the first party once they have picked up, press 'Transfer' or 'TRF'
ii. Dial the second party and when they pickup you will see 'CONF' on the lower portion of the screen. Press the key immediately beneath (Third key from the right);
You have established a three party conference. To end the conference, simply hang up.

For NEC Superseded Models

i. Dial the first party once they have picked up, press 'Transfer' or 'TRF'
ii. Dial the second party and when they pickup press the 'Conf' key;
You have established a three party conference. To end the conference, simply hang up.

Voice Networks has a number of audio conference phones available for staff use at no cost for a limited period, subject to availability. These phones require an analogue port (i.e.. one that an analogue phone is currently connected to).

Purchase : The VoiceStation and SoundStation are the recommended conference phones to use in UNSW. Telephony does not stock these items however, we recommend they are purchased through Interquartz who are an agreed supplier to UNSW.

Hire : VoiceStation and Soundstation2 Conference phones are available to hire free of charge. Please raise an Comms RWS to hire the Conference phone. You will need to ensure you have an analogue port available to plug the phone into.

Voice Station
Voice Station

  

        For Small Meeting Rooms.

 

 

SoundStation2
SoundStation2

 

For larger Conference Rooms.

Voice Networks offers a number of conference bridge solutions:

  • 8 Party or 32 Party Conference Service (Unmoderated)

  • 8 Party Conference Service (Moderated)

8 Party and 32 Party Unmoderated Service

The eight and thirty two party un-moderated conference services are dial-in services. All parties dial a conference number to join the audio conference. When the conference is completed all parties simply hang up.

8 Party Moderated Conference Service

The eight party moderated conference service provides a moderator facility with a dial-in and dial-out capability. The moderator facility enables;

  • Locking of the conference, to prevent unwanted attendees

  • Disconnection of all attendees when required

  • Dial-out capabilities - the moderator dials each party and transfers them into the conference

Bookings are required for the 8 and 32 party services and should be made at least five working days prior to the audio conference via the IT Service Centre. Bookings outside this time are best effort and subject to availability. To make a booking create a service request containing all of the information in the table below. You can include this information in an email to itservicecentre@unsw.edu.au or create your own service request via IT Self-Service.

Audio Conference Booking Details

  • Conference Title

  • Moderator/contact name

  • Email address

  • Phone

  • Type of conference required

    • 8 party unmoderated

    • 8 party moderated

    • 32 party unmoderated

  • Date

  • Start time

  • End time

Once the service request is received by UNSW IT Voice Networks you will be contacted and advised of availability. If your preferred conference time is not available, an alternative time can be arranged. Bookings are confirmed via an email that contains operational procedures and support contact numbers.

If you don't already have Voicemail for your phone extension contact the IT Service Desk or create your own service centre request located at the bottom of the page. You can also take over an existing voicemail box - for example if you have taken over someone else's role.

You can set incoming call forwarding to voicemail using these options:

  • Forward No Answer - phone rings, incoming calls go to voicemail if not answered
  • Forward if Busy - incoming calls go directly to voicemail if you are talking on the phone
  • Forward All - Digital phones will not ring, all calls will go to voicemail and the forward button will show as red. Analogue phones will ring one to remind you that you have a forward enabled.
    Only recommended if you do not want to be interrupted by phone calls or you will be away for an extended period.

Using Standard Analogue Handsets:

Cancel Forwarding: Before setting call forwarding, you need to cancel any existing forwarding

i.   Lift handset -
ii.  To cancel "Forward No Answer" - dial *19 then hangup
iii. To cancel "Forward if Busy" - dial *15 then hangup
iv  To cancel "Forward All" - dial *17 then hangup

Forward to voicemail:

i. Lift handset
ii. To set "Forward No Answer" - dial *18 58222 then hangup
iii To set "Forward if Busy" - dial *14 58222 then hangup

To set "Forward All" (phone will not ring for digital phones) - use this option when you are out of the office for an extended period or to divert all incoming calls to your mobile.

Forward All to voicemail - dial *16 58222 then hangup
Forward All to mobile phone - dial *16 0 enter your mobile number
(Access to an external line is required for external number forwarding)

Now test your voicemail setup by leaving yourself a message then retrieving it using the retrieval instructions below. You can create a speed dial button to retrieve your voicemail. Refer to your handset user guide for instructions.

Using NEC Digital Handsets:

To cancel forwarding to voicemail service: If your digital handset has an illuminated Call Forwarding function button

i. Seat handset
ii. Press 'Speaker' or (SPKR)
iii. Press the illuminated function button (to turn it off)
iv. Press 'Speaker' or (SPKR) to hangup

Forward to voicemail:

i. Seat handset
ii. Press 'Speaker' or (SPKR)
iii. Press the function button of your choice
iv. Dial 58222
v. Press 'Speaker' or (SPKR) to a hangup

Now test your voicemail setup by leaving yourself a message then retrieving it using the retrieval instructions below. You can create a speed dial button to retrieve your voicemail. Refer to 'Access your voicemail via Speed Dial' below.

Retrieving messages and managing voicemail

To retrieve voice messages from your desk phone, dial 58222 then enter your security code (PIN) when prompted. You do not need to enter your extension number when accessing voicemail from your desk phone. To access your messages from another phone, see 'Voicemail access numbers' above.

Voicemail messages main menu

Listen to new messages (optional as messages are auto played as soon as you access voicemail)
Listen to saved messages 5
Record and send a message directly to another voicemail box 2 (you do not speak to the recipient)
Press * at any point to return to the previous menu

Date and time of message 0

Pause playback 1
Back up 5 seconds 3
Back up to the beginning 6
Advance 5 seconds 9

Skip to next message 7
Reply to message/caller 8

Delete message 4
Save the message 5

Forward message directly to another voicemail box 2
Account owner options

Record a new name - e.g. 'Sam Smith' 3 1 5
Record a new personalised greeting 3 1 3
Record an Out of Office greeting 3 6
Change your security code (PIN number) 3 1 4

To exit voicemail - simply hang up

If you intend to be away from your office for a period of time you can set up an 'Out of the Office' greeting. This will notify the caller that you are out of the office and once enabled, no voice messages can be left. This does not overwrite your standard greeting which can be reinstated when your return. Out of Office greetings are created as follows:

  • Access your voicemail.

  • Select option 3 - Phone Manager Functions.

  • Select Option 6 - Record your Out of Office greeting.

  • Ensure that your message notifies callers of your return date and if applicable, an alternative contact during your absence.

When you return from your absence, ensure you disable your Out of Office message feature by accessing your voicemail. You will be prompted to remove your greeting by pressing 4 on your phone's keypad.

For NEC Digital Handsets

1. Seat handset

2. Press the 'Feature' or (FNC) button to begin

3. Press the desired Speed Dial button

4. Enter the voicemail access number: 58222

5. Press (RECALL) then (RECALL) again to create a pause

6. Enter your voicemail security PIN number

7. Press the 'Feature' or (FNC) button to end. The display on your phone should read 'speed set' or 'SPD set'.

 

For Analogue phones 

Due to the number of models used at UNSW, you will need to refer to your telephone user guide for storing telephone numbers and creating a speed dial.

UNSW Telephony facilitates extension level billing via the IT at UNSW Finance group. The purpose of this service is recover UNSW call costs and provide visibility of these costs to financial managers within each business area.

The name against an extension is incorrect?

Names appearing in the bill are extracted from the UNSW Directory. Please update the details via myUNSW https://my.unsw.edu.au. Updates on myUNSW will take a day to update in myUNSW.

I am billed for telephones/extensions that don't belong to me.

Please advise us via TelephonyBilling@unsw.edu.au and we will look into the matter. If the numbers do not belong to your School/Division we will move them to the correct bill. If they are found to be yours and you no longer require these lines, complete a RWS request via CommsWorks to cancel these lines/extensions.

Can I get a break down of calls?

Yes you can, however it is a detailed process and can take some time. It needs to be submitted via an individual request. The data is not auto-generated to appear on your bills. Requests are usually for numbers that appear to be making a large number of calls or large dollar values. Please send requests to TelephonyBilling@unsw.edu.au.

Can my billing summaries be sent electronically?

This feature is now being used to send out quarterly bills. Bills will be emailed as a PDF.

Why do I receive invoices for only small amounts?

All invoices are auto-generated and all charges are passed on, therefore bills with small amounts are sent to all customers.

Why do I receive multiple invoices?

Extensions are often set up at different times. Often the contact person is different with the same School/Division, therefore multiple bills occur.

Can I merge my invoices into a single bill?

Yes. Send a request to TelephonyBilling@unsw.edu.au attaching a copy of the bills that you would like merged into one, with the correct Chatfield and contact person.

How do I change account details? Please email TelephonyBilling@unsw.edu.au with the old and new Chart fields. Attach a copy your latest bill with the extensions you would liked changed.

Telephony


1) Why is UNSW changing the phone system?

The UNSW PABX telephone system represents aging technology. Traditional business phone systems, including PABX, are no longer being fully supported and will be obsolete in the fullness of time. This means we will eventually need to transition to an alternative solution. 

2) What will the new phone system look like?

Upgrading the telephone system will mean transitioning to an internet-based telephone system, which represents new technology.  Internet-based telephony is cloud based, sometimes referred to as “VoIP” (Voice over Internet Protocol) or “softphone”. The shift to an internet-based telephone solution is consistent with the 2025 Strategy to constantly improve operational efficiency and effectiveness. UNSW will add telephone capability to the existing collaboration tool set of Microsoft Teams.

3) What is the benefit of bundling the phone system with Teams?

Microsoft Teams sits within the Office 365 ecosystem. O365 allows our people to work from any location and use any device. You are likely already enjoying the convenience of voice and video connectivity with your UNSW colleagues through Microsoft Teams. With the addition of a Calls license to your Teams account, you will have an internet-based telephone. You will have combined telephony and video capability beyond the UNSW community.

4) When can I start using Microsoft Teams as my telephone?

Planning is currently in progress for a full rollout of Microsoft Teams Calls. Individual telephone users will be notified of their cut-over date. 

5) Will I receive any training on how to use Microsoft Teams Calls?

Various training and support items will be made available in the weeks prior to cut-over. This will include; introductory content on Microsoft Teams, for those who may not already be familiar with the product; and all the essentials for making a call, answering a call and managing calls. More information will be available closer to the rollout.

6) When can I find out more information? 

Rollout will be a staggered approach across all campuses, with each iteration taking eight weeks. There will be many opportunities to learn more.  Please stay tuned.

7) Can I keep my landline telephone number?

For all staff (except Canberra), your landline number will be transferred to Teams. The transition will be seamless. For UNSW Canberra staff, your landline number will change as the existing telephone numbers are the property of ADFA.

8) Will my desk phone work with the new phone system, or will I be forced to use a headset?

The new soft phone will not work with the current desk phones. All staff will be provided with either a new handset or headset that is compatible with Microsoft Teams. Some job functions will logically require a desk phone, while others will not. The process of assigning devices to specific people has not yet been confirmed.

9) What happens when the network goes down?

If the UNSW network fails, your soft phone won’t work. This would result in a high priority situation and all efforts would be made to restore the network. In the absence of voice capabilities, each Faculty, School, Division and Business Unit will need to consider contingency arrangements, such as mobile phones.

10) What training will be available?

Training content will be delivered via a series of videos. The Microsoft Teams Calls – Fundamentals video is essential viewing for any staff member with a telephone. It demonstrates how to answer and make a call; basic call management; settings; voicemail; and contact management.
The Microsoft Teams Calls – Delegation video provides a detailed look at call delegation for the executive and assistant. This is optional content for those who wish to use the delegation functions. It covers both the delegation of authority to manage incoming and outgoing calls, as well as the management of calls on behalf of another person.

Troubleshooting Guides

iPhone user guides link
Samsung user guides link

Force restart an iPhone link
Force restart a Samsung phone link

If you find that your phone is having trouble joining WiFi (particularly if you've changed your password recently), making your phone 'forget' that network connection and entering your credentials at the prompt can often be an easy fix.

The exact steps vary by OS, these are the instructions for Samsung phones link and this page details those for iOS and macOS devices link.

FAQs

The University is transitioning to a new modern communications platform Teams Calls. Teams Calls will replace the University's ageing telephone system in Q3, 2020. For more information on Teams Calls, click here.

Action: This means that you have a voicemail. Please dial 58222 to access your voicemail. For further details, please scroll up to 'Self Help Guides' and look at Voicemail Services and follow the instructions. If your password does not work or you need your voicemail setting up, please raise a ticket by Clicking here.

Action: For analogue phones with no forward buttons, please follow instructions on page 1 of this link under Setup your forwarding on your phone -                Analogue Handsets. 

             For digital phones, with forward buttons, please follow instructions on page 1 of this link under Setup your forwarding on your phone - Digital               Handsets.

Action: On your screen it will have HSET (Headset ) Press the button directly under HSET.

Action: An RWS is required to have your access changed. Your admin officer will assist in raising this.

Action: Follow the links below for downloadable user guides for all phones:

  •       For Analogue phones, please scroll up to 'Products' 

  •       For Digital phones, please scroll up to 'Products' 

The University is transitioning to a new modern communications platform Teams Calls. Teams Calls will replace the University's ageing telephone system in Q3, 2020. For more information on Teams Calls, click here.

Action: A Pickup or a Multiline can be added if it is compatible with your phone. please raise a ticket by Clicking here.

Action: Dial into voicemail (58222) and disable your Out Of Office message. Follow the instructions on this link on use your voicemail.

 

Action: Please raise a service desk ticket by Clicking here to have your voicemail password reset.

Action: Please scroll up the page to the 'Self Help Guide' for help on this issue. 

Action: Please raise a service desk ticket by Clicking here to have your voicemail setup. 

Action: Dial 58222, enter your password. Select option 3 ( User Options ). Then Select Option 6 to record your Out of office greeting.

Action: Please scroll up the page to the 'Self Help Guide' for help on this issue. 

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