USING THE TELEPHONE SYSTEM A GUIDE FOR STAFF

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1 USING THE TELEPHONE SYSTEM A GUIDE FOR STAFF OVERVIEW This document is designed as a guide for users of the University telephone network. ABOUT THE TELEPHONE SYSTEM The University telephone network comprises 7 systems from the DX Family a system developed by Siemens over many years. In total the network comprises approximately 95 exchange lines and 1900 extensions. The centralised switchboard is staffed by reception staff and is manned from 08.30hrs until 16.45hrs each weekday. In the evenings and at weekends calls to the switchboard are handled by the security staff based at Craighouse. INCOMING CALLS TO THE UNIVERSITY There are several ways in which people can call the University: (1) By dialling a DDI (Direct Dial Inward) number (0131) 455 xxxx, where xxxx is the extension number of the person they want to speak to. This will connect the caller directly with the extension and is the most efficient and cost effective way for people to call. (2) By dialling other DDI numbers for Livingston and Melrose. (3) By Dialling (0131) This will connect the caller to the switchboard operators who will then connect them to the appropriate extension (except for Melrose and Livingston numbers). AVAILABLE FACILITIES The following facilities are available to all extension users (except those at Livingston and Melrose). (1) DDI (Direct Dial Inward) Produced By C&IT Services Page 1 05/10/2009

2 People can call you direct on (0131) 455 xxxx. (2) Transfer of Calls If a call has come through to the wrong extension it can easily be transferred to the correct one. Simply press the RECALL button, which will return the handset to the dial tone. Key the correct extension. When the extension is answered, announce the caller and replace the handset. (3) Diversion of Calls If you have to be out of your office for a substantial period you may wish to divert your calls to another extension. To divert your calls: Lift the handset. Key #9 followed by the destination extension number. You will know that you have been successful if you hear a highpitched confirmatory tone and the dial tone becomes broken rather than the usual continuous tone. Remember to tell the person on the other extension to expect your calls. When you return to your office remember to cancel the diversion: Lift the handset and key ##9. You will know that you have been successful if you hear a highpitched confirmatory tone and the dial tone returns to being a continuous tone as before. You can also cancel the divert from the destination phone: Dial #9*xxxx where xxxx is the extension which is diverted to the destination phone. (4) Diversion on no answer You may want to consider a more permanent solution to cover periods of absence from the office. This type of diversion can be programmed by the system administrator. Your telephone, if unanswered, will then ring five times and automatically divert to a nominated extension. Produced By C&IT Services Page 2 05/10/2009

3 Please contact the C & IT support desk on ext 3000 if you would like this facility set up on your extension. (5) Diversion on Busy This can be set up in the same way as diversion on no reply. It can be used on its own or as well as no reply but diversion can only be to one number. (6) Do Not Disturb You can set your telephone to Do Not Disturb (DND). If set to DND it will not ring and the caller will hear the busy tone. Please contact the C & IT support desk on ext 3000 if you would like this facility set up on your extension. (7) Pick-up groups A number of extensions can be grouped together so that any extension can be answered from any other within the group. These groups can be set up by the system administrator. To answer a phone in the group you pick up any other phone (in the group) and dial **3. Please contact the C & IT support desk on ext 3000 if you would like a telephone group set up. (8) Call back when free This feature can eliminate the frustration of repeatedly dialling an extension only to find it is still engaged. To set the telephone to call back when free: Having dialled an internal extension and received the busy tone press RECALL. Dial #1 and then hang up. When the called extension is free, your own extension will give a long single burst of ring tone. When you pick up the receiver the system will automatically dial the other extension and, in all probability, by the time the handset is at your ear the other extension will be ringing. You can cancel call back at any time: Pick up your handset and dial ##1. (9) Conference Call Produced By C&IT Services Page 3 05/10/2009

4 It is possible to make conference calls with 3 or more extensions on the network. To make a conference call: Make your first call in the normal way, or your first call may exist (if for example you have already answered a call). Press the RECALL button on your handset you will hear the dial tone. Dial the number of the new party. When they answer, let them know that they are about to join a conference call and anything else they ought to know. At this time ALL other parties CANNOT hear what you are saying. Press RECALL you will hear dial tone. Key *4 and the new party has joined the conference. Repeat 2-5 to add another party to the conference Any party may leave the conference at any time by hanging up without affecting the remaining parties. There can be a maximum of SIX parties to a conference call ONLY ONE of which has to be within the Edinburgh Napier University Network (i.e. yourself) SIMPLE TROUBLESHOOTING 1. If you are having trouble making or receiving calls, firstly make sure that the number you are calling from is actually what you think it is. It is possible that the number could have been changed in error or for some other reason. To check the number that you are calling from dial 0 and ask the operator what number you are speaking to them on. 2. Check that the ringer has not been turned off. On the standard issue Interquartz phone the switch for the ringer can be found on the top end near where the speaker sits when the handset is hung up. This small black switch can be set to off, normal or loud. 3. The handset should be set to tone dialling rather than pulse dialling. The switch to control this is right next to the one for the ringer. Make sure it is set to the position marked T rather than the position marked P. For further troubleshooting information please refer to the Telephone Troubleshooting guide which can be found in the Telecommunications section of the C&IT Services intranet pages. Produced By C&IT Services Page 4 05/10/2009

5 THE TELEPHONE DIRECTORY To obtain internal telephone numbers, visit the on-line staff telephone directory, a link can be found on the staff intranet. You can use the directory to search for people by department or by surname. FURTHER INFORMATION If you do have any problems, require further information about your telephone system or wish to speak to the system administrator please contact the C&IT Support Desk in the first instance. You can contact the C&IT Support Desk by or by calling ext Produced By C&IT Services Page 5 05/10/2009