EMERGENCY NUMBERS DIRECTORY ASSISTANCE

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1 EMERGENCY NUMBERS EMERGENCY ASSISTANCE: 911 ROUTINE POLICE CALLS: CCSU: SCSU: ECSU: WCSU: DIRECTORY ASSISTANCE CAMPUS AUTOMATED DIRECTORY: At CCSU: At SCSU: At ECSU: At WCSU: CAMPUS OPERATOR INFORMATION: Dial 0 LONG DISTANCE CALLS: Dial 9, then follow instructions on your calling card. FOR QUESTIONS OR PROBLEMS REGARDING BASIC TELEPHONE SERVICE: Call 611 ( from off-campus) 1

2 CONNECTICUT STATE UNIVERSITY TELEPHONE SERVICE CONTENTS PAGE CSU Telecommunications Department Responsibilities... 3 Student Responsibilities... 3 Services Offered... 4 Reporting Problems... 4 How to Handle Obscene or Harassing Calls... 4 Troubleshooting Your Problem... 4 BASIC OPERATIONS How to Use These Instructions... 5 Placing Calls... 5 Disconnecting from a Call... 6 Tones and Their Meanings... 6 Your Telephone Set... 7 BASIC FEATURES Hold/Call Waiting... 7 Last Number Dialed... 7 Transfer... 8 Data Privacy... 8 ADVANCED FEATURES Abbreviated Dialing (Speed Dialing)... 8 Automatic Callback...9 Call Forwarding... 9 Conference (Three-Way Calling) QUICK REFERENCE GUIDE Feature Access Codes Dialing Instructions

3 CONNECTICUT STATE UNIVERSITY TELEPHONE SERVICE This guide is designed to assist you in the use of the CSU telecommunications system. It contains instructions for the use of telephone and voice mail features, the procedure to report telephone problems, and student responsibilities. We hope this guide will answer all of your telecommunications questions. If you need information not provided here, please contact the Telecommunications Office at x611, or from off-campus, during business hours, Monday through Friday, from 8:30am to 4:30pm. CSU Telecommunications Department Responsibilities Telephone service in dormitories is provided by the University. Therefore, system maintenance and any repairs, excluding your telephone set, are the responsibility of the CSU Telecommunications Department. If you have a problem with your telephone service, please call the Telecommunications Department -- do not call SBC. The Telecommunications staff will discuss the problem with you and, if necessary, dispatch a CSU technician. In the event that you need to report a problem outside of normal business hours, please call and leave a message where you can be reached, and a description of the problem you are having. Student Responsibilities Telephones - Students must provide their own touch-tone telephones for their dormitory rooms. All touch-tone analog telephones that are FCC approved will work with the CSU telephone system (Avaya Definity PBX). While it is not recommended, cordless phones may be used. However, please be aware that when using a cordless phone, conversations may be picked up by other telephones, or you may experience interference. CSU will repair any troubles related to the telephone system as soon as possible, however, if the trouble is caused by equipment that you own, you are responsible for its replacement or repair. Please note: if a repair technician is called to your dormitory room and determines that a communications problem is caused by the equipment you provide, you may be charged for the visit. All dormitory rooms have been equipped with a telephone outlet (labeled "voice"). Students will be responsible for the repair or replacement of any jack which is damaged by abuse. If your phone has a button to select "tone" or "pulse", choose "tone". Be sure that your ringer is turned on when you plug your phone into the jack. Plug the cord into the portion of the jack marked "voice". Proper Use - Connecticut State University has a Student Code of Conduct that controls student use of University property. Abuse, misuse or fraud by students in the utilization of the University telecommunications system may also violate State or Federal statutes and will be referred to the campus student judicial procedure and/or the Police Department for prosecution. Services Offered Basic Service - Basic telephone service includes emergency, on-campus and local calling, as well as the following telephone features: CALL WAITING - Alerts you to an incoming call when you're on the phone. You can put the first call on hold and answer the second call. CALL FORWARDING - Lets you forward all of your calls to another number on campus. DATA PRIVACY - Allows you to suspend Call Waiting on a call-by-call basis when using a modem or when Call Waiting tones are not desirable. CONFERENCE (three-way calling) - Lets you talk with two people in different locations at the same time. SPEED CALLING - Lets you program frequently called numbers for quick access. (Please refer to the "BASIC" AND "ADVANCED" FEATURES sections of this guide for instructions on how to use these features.) Voice Mail CSU is offering voice mail to students living on campus. Each phone number has a voice mail box. Detailed instructions will be distributed to you when you arrive on campus. 3

4 Data Communications - Data communications capabilities are available which enable you to connect to an array of services such as Internet and the Library System. This service is administered by your campus data center. If you would like a computer connection in your room, please contact the Information Systems Department on your campus. Reporting Problems Depending upon the problem, you may need to provide the Telecommunications staff with some or all of the following information when you call: your name, campus, dormitory, room number, telephone number, jack number (printed on the jack), an alternate number where you can be reached, and a description of the problem you are having. The Telecommunications support staff will provide you with a reference number associated with the trouble report and an estimated time when the problem will be resolved. Although it is difficult to determine the exact amount of time required to resolve a problem, every effort is made to resolve problems within 24 hours of being reported. If it is determined that a CSU technician must be dispatched to your dormitory room for a repair, the technician will call you to schedule a time. If the problem is such that your telephone number is not in service, please provide an alternate number where you can be reached. All repairs will be performed during normal business hours, Monday through Friday, from 8:30 A.M. to 4:30 P.M. You must be present for the scheduled appointment and remain with the technician while he is on site. Please note: If you make an appointment for a repair and fail to keep it, you will be charged for the repair call. The technician will wait no more than 15 minutes. CSU repair technicians carry a CSU identification card. For your safety always check the technician s identification if you have made an appointment for a telephone repair. The Telecommunications staff will contact you with a follow-up call to ensure that the problem has been fixed and that you are satisfied with the resolution. Before you call in a problem with your telephone, please check the Troubleshooting section of this guide. How to Handle Obscene or Harassing Calls 1. Give no information. 2. Hang up. If nuisance, obscene or threatening calls are repeated, call the Campus Police. You will be asked to file a formal complaint with the Campus Police and they will work with the Telecommunications Department to resolve the matter. Troubleshooting Your Problem No Dial Tone: 1. Carefully check your telephone to see that it is connected properly. The answer to your problem may be readily apparent. - Is the handset connected to the telephone base? (The handset cord connects the handset to the telephone. This is usually a curly cord.) - Is the telephone connected to the correct outlet (labeled voice) on the jack 2. Plug another telephone set into your jack and place your call again. If the call goes through, your telephone set may not be working properly. 3. Try a different mounting cord. (The mounting cord connects the jack to the telephone.) If you are having trouble placing calls: 1. Check the Dialing Instructions section of this guide to ensure that you are dialing the number correctly. 2. Are you using a FCC approved touch-tone telephone? 3. If your telephone has a button to select "tone" or "pulse", be sure to select "TONE". 4. If you have an answering machine, disconnect it and try to place the call with only the telephone set plugged in. If the call goes through, the problem may be with the answering machine or how it is connected. 5. Call the Telecommunications Department at

5 If you are having trouble receiving calls: 1. Be sure that the ringer is on and/or the ringer volume is turned up. The Telecommunications Department does not provide technical assistance for your personal telephone set. If you are having problems with the set, read the instruction manual provided with the telephone, call the dealer for assistance, or return it to the place of purchase. If you are still having a problem after checking the telephone set, please call the Telecommunications Department at 611 to report your problem. 2. If you are using an answering machine, and it does not answer outside calls, it may be because some types of answering machines do not recognize distinctive rings from the CSU telephone system. Distinctive Ring is the feature that enables you to identify the type of call ringing at your phone by the number of rings - one ring burst indicates a call from another extension on campus, two ring bursts indicate a call from outside the telephone system or off-campus, and three ring bursts indicate a system call (automatic callback). If your answering machine does not recognize the distinctive rings and only answers calls from other extensions and not from off-campus, please contact the Telecommunications Department at 611. Deactivating Distinctive Ring will resolve the problem. BASIC OPERATIONS How to Use These Instructions You should read each section of Basic Operations then continue with Basic and Advanced Features for a complete overview of the operation of your telephone and the CSU telecommunications system. Each feature description is organized in two sections. The first section is a paragraph describing the feature. The second section is a step-by-step explanation of how to use the feature. Always read the first section. Review the second section and follow the steps outlined. If you experience a problem after following the above instructions or think your phone is not compatible with the CSU telephone system, please call the Telecommunications Department at 611 for assistance. Placing Calls To dial another number on campus: 2. Dial 5 digit extension (last 5 digits of the telephone number, i.e., if the phone number is , dial 20120). NOTE: It is only necessary to dial the last 5 digits of the telephone number when dialing another on-campus telephone number. This will enable the call to be placed quicker and make the best use of University facilities. To place a local call: (to same area code) 2. Dial 9 + telephone number. To place a local call: (to a different area code) 2. Dial 9 + area code + telephone number. DO NOT DIAL 1 AFTER THE 9!! To place a toll-free 800 call: 2. Dial the 800 number for your carrier (usually shown on the back of the calling card.) To place a long distance call:. 1. Follow instructions on your calling card. To place an international call: 1. Follow instructions on your calling card. If you receive an intercept/time-out tone* while you are dialing, and you are sure you followed the above dialing instructions, you may be restricted from dialing that area. Call your long distance service provider for information. 5

6 Placing Calls (continued) To place an operator-assisted call (collect, person-to-person, etc.): Note: This will connect you to a Sprint operator (the University s carrier for operator-assisted calls). 2. Dial 9-0 and wait for an operator. To place a calling card call: 2. Dial the 800 number for your carrier (usually shown on the back of the calling card). Remember to always dial "9" before dialing an outside telephone number (numbers other than emergency (911), the Telecommunications Department (611) OR 5-digit extensions). *refer to the Tones and Their Meanings section of this guide. Disconnecting from a Call To disconnect from a call: 1. Hang up telephone (replace handset in cradle) or 2. Depress switchhook for 5 seconds. NOTE: If you do not disconnect from a call properly before placing a second call, you may create a conference call. Please refer to the Conference (Three-Way Calling) section of this manual. Tones and Their Meanings Ringing Tones are produced by an incoming call. Handset tones are those which you hear through the handset (receiver). Ringing Tones 1 ring - A call from another telephone on campus. 2 rings - A call from outside the campus. 3 rings - An Automatic Callback call you placed. Ring-ping (half ring, not repeated) - A call redirected from your telephone to another because Call Forwarding is active. Handset Tones Busy tone - A low-pitched tone repeated 60 times a minutes; indicates the number dialed is in use. Call waiting ringback tone - A ringback tone with a lower-pitched signal at the end; indicates that the extension called is busy, but the called party has been given a call waiting tone. Call waiting tone - One or two beeps of high-pitched tone, not repeated; indicates an incoming call is waiting to be answered. Number of beeps designates the source: 1 for an internal call, 2 for an outside call. Confirmation tone - Three short bursts of tone; indicates a feature activation or cancellation has been accepted. Dial tone - A continuous tone; indicates dialing can begin. Intercept/time-out tone - An alternating high and low tone; indicates a dialing error or denial of the service requested, or a failure to dial within a present interval (usually 10 seconds) after lifting the handset or dialing the previous digit. Recall dial tone - Three short bursts of tone followed by a steady dial tone; indicates the feature request has been accepted and dialing can begin. Reorder tone - A fast busy tone repeated 120 times a minute; indicates all lines are busy. Ringback tone - A low-pitched tone repeated 15 times a minute; indicates the number dialed is being rung. 6

7 Your Telephone Set Handset For placing and receiving calls (also known as the receiver). You must lift the handset (go off hook) before you can use the telephone. Switchhook A button used in operating features, usually to obtain a dial tone. This button will be referred to frequently in the remainder of this guide. When you are directed to "flash the switchhook", depress then quickly release the button. Dial Pad The standard 12-button pad for dialing the telephone numbers and accessing features. Hold/Call Waiting BASIC FEATURES The HOLD feature allows you to temporarily disconnect from a call, use your telephone for other call purposes (such as obtain information, consult another person, or answer a second call), and then return to the original call. While a call is on hold, you can place another call, activate another feature, answer a waiting call, or leave your telephone to do another task. To put a call on hold: 1. Flash the switchhook. (Current call is put on hold. Dial tone is heard; an outgoing call or a feature access code can now be dialed.) 2. Dial the Answer Hold-Unhold access code: #1. (Call remains on hold. If a call is not waiting, dial tone is heard; calls can be placed and received. If a call is waiting, that call will be connected.) To return to a call on hold without disconnecting 2nd call: 1. Flash the switchhook once. 2. Dial #1. (Original call is connected again; 2nd call placed on hold.) To disconnect 2nd call and return to 1st call on hold: 1. Hang up, and answer the held call when it re-rings; or Obtain dial tone, and dial Answer Hold-Unhold access code: #1. (Held call re-rings - 3-burst priority ring.) NOTE: Flash the switchhook once to toggle between held calls. Last Number Dialed LAST NUMBER DIALED (Redial) automatically redials the last number you dialed. Any number up to 24 digits can be stored. This feature is useful when you dial an extension and it is busy or there is no answer. To automatically redial the last number you dialed: 1. Lift handset. (Dial tone is heard.) 2. Dial the access code: *9. (Normal call progress tones. Wait for called party to answer.) 7

8 Transfer With the TRANSFER feature, you can transfer a call from your extension to another extension. You can also transfer a call received from outside the system to another extension. Use this feature when your caller wishes to be connected to another person. To transfer a call: 1. While still active on call to be transferred, flash the switchhook. (Call is put on hold. Recall dial tone received.) 2. Dial number of third party. (Normal call progress tones. Remain on line and announce call, if desired. If number dialed is busy or not answered, flash the switchhook to return to held call.) 3. Hang up. (Party on hold is transferred to third party. Transferring telephone is released from call.) Data Privacy DATA PRIVACY temporarily suspends the Call Waiting feature on your telephone and allows you to control Call Waiting on a per call basis when placing a data call using a modem or when Call Waiting tones are not desirable. This feature can only be used when placing calls; it cannot be activated during a call in progress or when a call has been received. When activated, it cancels Call Waiting only for the call being placed. When that call is complete, the Call Waiting feature is automatically activated again; it is not necessary to enter a feature access code to deactivate Data Privacy. To activate Data Privacy: 1. Lift handset (Dial tone heard) 2. Dial the Data Privacy feature access code: 135 (Confirmation tone heard.) 3. Dial the telephone number as usual. (Hear call progress tones.) Abbreviated Dialing (Speed Dialing) ADVANCED FEATURES ABBREVIATED DIALING allows you to store selected telephone numbers for quicker dialing. Your personal abbreviated dial list (one list per telephone number) can hold up to five abbreviated dial (speed dial) numbers with up to 24 digits each. Use this feature as a timesaver for dialing frequently called numbers. To program (or reprogram) an Abbreviated Dialing number: 1. Lift handset. (Dial tone heard.) 2. Dial Program access code: *0 to enter the speed dial programming mode. (Dial tone heard.) 3. Dial 1 for your Personal Abbreviated Dial List. 4. Get access to the specific list (item) by pressing 1 to 5. - see note below. (Dial tone heard.) 5. Dial the number to be stored, followed by "#" to signify end of entry. Up to 24 digits can be stored. (Confirmation tone--the number is now stored in the personal list and can be called by following the steps below.) To place a call by accessing the list and list item: 1. Lift handset. (Dial tone heard.) 2. Dial Access Code: #7 for List (Second dial tone heard.) 3. Dial the list item number (1 to 5). (Normal call progress tones. Telephone number is dialed.) NOTE: The list entry # is a number 1 through 5 that designates the full number associated with it. For example: 1 = Pizza Place 4 = 2 = Home 5 = 3 = Friend in another town 8

9 Automatic Callback Use AUTOMATIC CALLBACK when you place an internal call to a busy extension on campus. When calling another extension, a busy signal will be heard letting you know the person you called is on the phone. When Automatic Callback is activated, the system will send you a 3-burst priority ring when the called extension is free. You must then lift the handset and the other extension will automatically ring. If for some reason the extension cannot accept a new call because it is busy again, you will hear a confirmation tone and then silence. The automatic callback feature will still be activated. This feature will only work when calling another extension. Use this feature to eliminate repeated call attempts to a busy extension. To activate Automatic Callback when the called extension number is busy or does not answer: 1. Dial extension number. (Hear busy signal.) 2. Flash the switchhook. (Recall dial tone heard.) 3. Dial Automatic Callback Activation code: *5 and listen for tone. (Confirmation tone--automatic Callback is in effect; go to step 4. or Reorder tone--called number already has call waiting; try again later. or Intercept tone -- Feature cannot be activated; place call again later.) 4. Hang up. Wait for 3-ring priority ringing, indicating that called party is available. (The system cancels callback after 30 minutes.) 5. Lift handset - redialing is not necessary. (Priority ringing stops. Ringback tone heard in receiver; called party being rung. If confirmation tone followed by silence is heard, Automatic Callback is still in effect, but the called party is busy again. Hang up and wait for callback.) 6. Wait for called party to answer. To cancel Automatic Callback before receiving ringback: 1. Lift handset. (Dial tone heard.) 2. Dial Automatic Callback deactivation code: #5. (Confirmation tone.) 3. Hang up. Call Forwarding CALL FORWARDING lets you temporarily send your incoming calls to an on-campus location of your choice so that you can answer them. You can forward your calls to any extension. Use this feature when you will be temporarily at another location and you wish to receive your calls at the extension number there. NOTE: All calls for this telephone number will be forwarded. Be sure your roommate is aware that this feature has been activated. To activate Call Forwarding: 1. Lift handset. (Dial tone heard.) 2. Dial Call Forwarding activation code *2. (Second dial tone received.) 3. Dial the extension number where calls will be forwarded. (Confirmation tone--call Forwarding is now in effect at this telephone.) 4. Hang up. NOTE: If your telephone number is dialed while your telephone is forwarded to another extension, you will hear a half-ring. You cannot pick up the handset and receive the call. The half-ring is only a reminder that Call Forwarding is activated. To cancel Call Forwarding: 1. At the same telephone where Call Forwarding was activated, lift handset. (Dial tone heard.) 2. Dial Call Forwarding cancel code: #2. (Confirmation tone.) 3. Hang up. 9

10 Conference (Three-Way Calling) CONFERENCE allows you to add another party to a call so that you can conduct a 3-way conversation. Use this feature to set up time-saving conferences or to spontaneously include a party important to a discussion. To add another party to a 2-party connection: 1. Flash the switchhook. (Recall dial tone heard. Current call is put on hold.) 2. Dial third party. Note: if conference is with a telephone number off-campus, 9 must be dialed before the telephone number. (Normal call progress tones.) 3. When call is answered, inform the called party that a conference call is being established. Flash the switchhook. (3-party conference is established.) 4. If number dialed is busy or is not answered, or if the reorder or intercept tone is returned, flash the switchhook twice. (Call to third party is dropped. Original 2-party call is re-established.) 5. To drop the added party from conference, flash the switchhook once. (Original party is still connected.) NOTE: After a 3-party conference is set up from one telephone, no more conferees can be added from that set. However, another person in the conference can add one more conferee from their telephone. QUICK REFERENCE GUIDE FEATURE ACCESS CODES Feature Code Abbreviated Dialing: To Program - *0 To Use - #7 Automatic Callback: Activation - *5 Cancel - #5 Call Forwarding All Calls: Activation - *2 Cancel - #2 Data Privacy: Hold: - #1 Last Number Dialed: - *9 Refer to the "Basic" and "Advanced" features sections of this guide for complete descriptions of each feature. VOICE MAIL REFERENCE GUIDE Maximum Messages (total) is 15. -New messages can be kept for 14 days. -Saved messages can be kept for 14 days. -Maximum greeting length is 30 seconds. -Maximum message length is 1 minute. -You will receive stutter tone when you have a message. Temporary password is 1+ 5digit extension Dial XXXXX Enter Password Main Menu Playback Controls Use these controls while listening to messages. Rewind Pause/Start Forward Position Speed Volume Slower Envelope Faster Normal Louder Review Messages Press 1 Personal Options Press 4 Cancel Help Skip * 0 # New Messages Press 1 Saved Messages Press 2 Change Password Press 2 Change Greeting Press 3 10

11 DIALING INSTRUCTIONS To dial another number on campus: 2. Dial 5-digit extension. (Last 5 digits of the telephone number.) NOTE: It is only necessary to dial the last 5 digits of the telephone number when dialing another on-campus telephone number. This will enable the call to be placed quicker and make the best use of University facilities. To place a local call: (to same area code) 2. Dial 9 + telephone number. To place a local call: (to a different area code) 2. Dial 9 + area code + telephone number. DO NOT DIAL 1 AFTER 9!!! To place a toll-free 800 call: 2. Dial the 800 number for your carrier (usually shown on the back of the calling card). To place a long distance call: 1. Follow instructions on your calling card. To place an international call: 1. Follow instructions on your calling card. If you receive an intercept/time-out tone* while you are dialing, and you are sure you followed the above dialing instructions, you may be restricted from dialing that area. Call ACUS for information regarding your authorization code. To place an operator-assisted call (collect, person-to-person, etc.): Note: This will connect you to a Sprint operator (the University s carrier for operator-assisted calls). 2. Dial 9-0 and wait for an operator. To place a call with a calling card: 2. Dial the 800 number for your carrier (usually shown on the back of the calling card). REMEMBER: Always dial "9" before dialing an outside telephone number (numbers other than emergency (911), the Telecommunications Department (611) or 5-digit extensions). (Rev. 7/21/04) 11

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