Telephone system user guide Medical School edition

Telephone system user guide Medical School edition This guide explains the most commonly used features of the University telephone system. It is intended for staff in the Medical School. http://www.nottingham.ac.uk/is Abbreviations DDI IS NCH NHS QMC TSHL University Direct dialling in Information Services Nottingham City Hospital National Health Service Queen s Medical Centre Telephone Services Helpline University of Nottingham Contents 1. Introduction...2 2. References...2 3. Transition...2 4. Telephone Services Help Line TSHL...2 5. Telephone directory...3 6. University telephone operator...3 7. Calls to Medical School (any site including Derby) or University generally...3 8. Calls between Medical School and QMC or NCH...3 9. Emergency calls...3 10. Hospital paging and bleep systems...4 11. Outside line...4 12. Direct dialling in DDI...5 13. Voicemail system...5 14. Automatic ring-back...6 15. Transfering a call or making an enquiry call...7 16. Conference call...7 17. Abbreviated dialling...8 18. Call pick-up...8 19. Call diversion...9 IS1215 Page 1 of 10

1. Introduction Until December 2005, the telephone system in the Medical School was part of the QMC telephone system. Telephone arrangements within the Medical School are now generally the same as those on most of the University s other UK campuses, as described in references [1] [4]. This edition of the Telephone system user guide has been produced to take account of the fact that many Medical School staff need to use hospital telecommunications as well as University telecommunications. As well as providing the information that you will find in the standard edition [1], it explains: the transition from the previous Medical School telephone system the new relationship between University telecommunication arrangements and NHS arrangements. 2. References [1] IS1202 Telephone system user guide. http://www.nottingham.ac.uk/is/support/knowledgebase/guides/is1202.pdf [2] IS1203 Guide to voicemail. http://www.nottingham.ac.uk/is/support/knowledgebase/guides/is1203.pdf [3] IS1205 Telephone system summary card. http://www.nottingham.ac.uk/is/support/knowledgebase/guides/is1205.pdf [4] IS1211 Teleconferencing guide. http://www.nottingham.ac.uk/is/support/knowledgebase/guides/is1211.pdf 3. Transition The main things to remember following the transition are as follows. If you are calling a University extension outside the Medical School, you no longer need to prefix the extension by 73. People calling you from the QMC or NCH now need to prefix your extension by 73. On your letterheads, business cards, email signatures: If your extension can be dialled directly from outside the University, please specify your direct-dial number (which will begin 0115 823). Alternatively, specify the University switchboard number 0115 9515151 and your extension-number. Do not specify the hospital switchboard number. 4. Telephone Services Help Line TSHL The Telephone Services Helpline is available to offer assistance on any telephone-related matter. The helpline is staffed during normal office hours, and can be contacted on extension 13030 or by email to Telephone.Services@nottingham.ac.uk Further details of the telephone services available can be found on the Information Services website www.nottingham.ac.uk/is/services/telephone If you wish to make comments on the telephone services, please forward them to the Telephone Services Helpline as above, preferably by email. IS1215 Page 2 of 10

5. Telephone directory An online email and telephone directory is available via the University s website at www.nottingham.ac.uk/staff/adv_staff_lookup.phtml Please check your personal entry regularly and notify us of any changes needed via the online form. 6. University telephone operator By dialling 0 from any University extension, you will be connected to the University telephone operator. To contact the operator from outside the University dial 0115 951 5151. 7. Calls to Medical School (any site including Derby) or University generally To call another extension within the Medical School (including Derby) or at University Park, Jubilee Campus, Sutton Bonington and King s Meadow just dial the five-digit extension number. 8. Calls between Medical School and QMC or NCH To call an NHS extension at either the QMC or NCH prefix the hospital extension number with 74. People who have NHS extensions at the QMC or NCH, and who wish to call University extensions (including the Medical School), must dial 73 followed by the five-digit extension number. 9. Emergency calls 9.1 Crash team To contact the Hospital Crash Team, dial 2222 from any Medical School telephone. There is no need to dial the 74 access code. You will automatically be routed to the crash team at the site from which you are making the call. 9.2 Other non-patient emergencies For other non-patient emergencies, dial 8888. You will be connected to the University s security team, who will co-ordinate the response to the emergency. IS1215 Page 3 of 10

10. Hospital paging and bleep systems There are two hospital systems available. The paging system (supplied by Vodafone) is accessed by dialling 80. The Bleep system (supplied by BLICK) is accessed by dialling 84. 10.1 The 80 Paging system To page someone, dial 80 immediately followed by their four-digit pager number. When prompted by the recording, enter your extension number 1 followed by #. Note, this is identical to the method used to page someone from the hospital telephone system. There is no need to dial the 74 access code. 10.2 The 84 Bleep system To bleep someone, dial 84. When prompted by the recording, enter the pager number and your extension number followed by #. Again this is identical to the method used to page someone from the hospital telephone system. However, in this case at the QMC only, if you have paged someone from a Medical School extension the extension number will automatically be prefixed with the letters UN indicating to the bleep holder that the call came from a University extension. 11. Outside line By dialling 9 you indicate to the telephone system that your call is to be routed outside the University. The 9 should be followed immediately by the rest of the number you wish to call, there is no need to wait for a confirmation tone after dialling 9. Note Not all extensions have the ability to dial external calls. Telephones can be allocated to one of the following categories: internal calls only internal and local calls only internal, local, national and mobile calls (anywhere within the UK) only internal, local, national, mobile and international calls. All calls made from within the telephone system are automatically logged and recharged to departments by the University s call-management system. 1 For clarity, if you know that the person calling you will be calling your University extension from a hospital telephone, you may wish to insert the 73 access code before your extension number. The paging system will allow you to enter up to 15 digits in response to the prompt. IS1215 Page 4 of 10

12. Direct dialling in DDI Direct dialling in DDI is available to most University extension numbers. The DDI feature allows callers outside the University to call direct into your extension without the need to go through a switchboard. The table below shows the numbers to give to outside callers in order for them to reach you directly Extension 12nnn 13nnn 14nnn 15nnn 16nnn 18nnn 19nnn 66nnn 67nnn 68nnn 30nnn 31nnn 32nnn DDI number No DDI available 0115 95 + extension 0115 95 + extension 0115 95 + extension 0115 95 + extension No DDI available No DDI available 0115 84 + extension 0115 84 + extension 0115 84 + extension 0115 82 + extension 0115 82 + extension 0115 82 + extension Please quote your DDI number in all communications with the outside world. Using DDI offers a more efficient service and saves money for both the University and caller. Note: The DDI facility is not linked, in any way, to the extension s ability to make calls. Hence, extension numbers beginning with 12, 18 or 19 (which are unable to receive DDI calls) could, if desired, be assigned full international outgoing dialling. 13. Voicemail system All University telephone extensions can be connected to the voicemail system, which provides both basic answer-phone and more advanced call-handler features. For further information please see www.nottingham.ac.uk/is/services/telephone and follow the link to voice mail. IS1215 Page 5 of 10

14. Automatic ring-back 14.1 Ring-back when busy If you ring an extension and it is busy, you may latch your telephone onto the called extension. Once you have latched your phone on to the busy extension, the phone system will ring you back when it becomes free. To set a ring-back when busy: 1. Dial the extension number you require hear busy tone. 2. Dial 5 you will hear dial tone replace your handset. 3. When the extension you require finishes their call your phone will ring (rapid distinctive ring). 4. Pick up your handset, you will hear their phone ringing wait until they answer you. Note: If the extension user you require picks up their phone immediately after finishing the first call, your phone will ring but when you answer it, you will hear the engaged tone instead of ringing tone. Replace your handset and the system will call you when they finish the second call. 14.2 Ring-back when no reply If an extension is unanswered and you think the person you need has just popped out of the office for a moment this feature will call you back when they next use the telephone. Having called an extension and failed to get a reply, your phone can be latched onto it. When the person replaces the handset, after an incoming or outgoing call, then you will be called. To set ring-back when no reply: 1. Dial the extension number you require no answer. 2. Press Recall then 5 you hear dial tone. 3. Replace your handset. 4. The person you have latched onto returns and makes or receives a call then replaces the handset. Your phone will ring (rapid distinctive ring). 5. Pick up your handset you will hear their phone ringing wait for their answer. 14.3 Cancelling ring-back features These features will automatically cancel once the two extensions have spoken. Alternatively, you may cancel either feature manually by dialling #55. IS1215 Page 6 of 10

15. Transfering a call or making an enquiry call To transfer a call to another telephone: 1. Ask the caller to hold. 2. Press Recall, you hear dial tone the calling party is on hold. 3. Dial the extension number you require. 4. When the extension answers, advise of the nature of the call and confirm that they can take it. (The other party cannot hear this conversation.) 5. Replace your handset and the caller is through to the new extension. 6. If the other extension is busy, unanswered or if the user cannot take the call: 7. Press the Recall button and you will be returned to the caller. Once you have returned to the original caller, you may attempt to transfer the call to another extension by repeating the above process. Note: The above process applies even if you were the originator of the call and subsequently wished to transfer the call to a third party. 16. Conference call It is possible to conference in another extension with yourself and the caller and thus have a three way conversation. The procedure shown below assumes that you are already engaged on a call (incoming or outgoing) and wish to include a third party in the conversation: 1. Press Recall you hear dial tone dial *30 then the extension number of the third party. 2. When they answer, advise them of the nature of the call (original caller cannot hear your conversation). 3. To connect all three parties together, press Recall. A faint beep will be heard every 5 seconds to remind all parties that they are in conference. Subsequently, if any of the three parties replaces their handset the other two will remain in conversation. Note: A maximum of three parties can be conferenced in this way; however, only one party external to the University may be in the conference. A teleconferencing facility that can include up to 7 internal and/or external parties is available, please see [4]. IS1215 Page 7 of 10

17. Abbreviated dialling Most people ring some telephone numbers on a frequent basis. These numbers can be stored within the telephone system and redialled automatically by dialling a short code. The numbers are stored within your own extension's configuration and as such can be recalled only from that extension. To store an abbreviated dial number: 1. Dial the number in the normal way then replace the handset. 2. Lift your handset and dial *03n (n = any digit between 0 and 9) Make a note of the destination and the n digit you have stored it under. A maximum of ten numbers can be stored in this way. To call an abbreviated dial number: Dial *00n (n = the digit 0 9 which you entered when saving the number) Redial the last number dialled This feature is dependent upon the individual telephone handset having a last number redial button, normally labelled either Redial or LNR. Each time you lift the handset the number or code you have dialled is stored within the phone. By picking up the handset and pressing the Redial / LNR button the last number or code you dialled from the phone will be repeated. Note: The information will be lost if the phone is unplugged. 17.1 Redial the last external number dialled Each external number dialled from your telephone is stored by the telephone system. The last external number you dialled may be retrieved and redialled automatically: Lift handset and dial *02 18. Call pick-up It is possible to answer a call ringing at another desk without moving from your own telephone. Two methods of call pick-up are available. Before the feature can be used, however, all the telephones needing this facility must be placed into a group by the TSHL. Once the group has been set up, proceed as described below. 18.1 Call pick-up longest ringing When a telephone within your group is ringing and you wish to answer it, pick up your handset and dial *84 If more than one telephone is ringing, the longest ringing call will be routed to your phone. 18.2 Call pick-up specific number If two or more phones within the group are ringing and you wish to answer a specific extension, pick up your handset and dial *80 then the extension number you wish to answer. The call ringing at the selected extension number will be routed to your handset. IS1215 Page 8 of 10

19. Call diversion There are three types of call diversion available, of which only Call Forward Immediate (causing all calls to your extension to be received elsewhere) can be set by the user; the other two qualified diversions (after the telephone has rung for 15 seconds, or if the telephone is busy) must be handled by the TSHL. Note that in the case of Call Forward Immediate, a steady clicking is heard behind the dial tone when the receiver is lifted of an extension that is forwarded to another number. 19.1 Call Forward Immediate When Call Forward Immediate is active your telephone will not ring and all calls will be routed to the extension you designate. However, the extension which is now answering your diverted calls is able to call you, or to transfer a call back to you. Hence, you will be able to receive incoming calls only from the extension to which your phone is diverted (though if you have activated, or activate a ring-back, your phone will rapid ring as normal). To set a Call Forward Immediate: Lift your handset and dial *21 then the extension number at which your calls are to be answered you will hear the dial tone. If you replace the handset and lift it again you will hear a steady clicking behind the dial tone; this confirms that calls are forwarded. 19.2 Destination unknown You may wish to set Call Forward Immediate, but be uncertain of the appropriate extension number until you reach your destination or you may not wish the diversion to take effect until you actually arrive. In such cases, you may require that the Call Forward Immediate be switched on from the extension which will be receiving your calls. However, before this can be done you must open your phone which enables the diversion to be initiated from the receiving extension. To open your phone: 1. Lift your handset and dial *22. You will hear the dial tone. Your phone is now open, but at this point no calls will be diverted. To activate Call Forward Immediate from the extension which will receive the calls (assuming that *22 has previously been set on the phone to be diverted): 2. Lift the handset and dial *23 then the extension number whose calls you wish to receive. You hear dial tone. IS1215 Page 9 of 10

19.3 Cancelling Call Forward Immediate To remove Call Forward Immediate from the diverted extension lift the handset and dial #21 you hear the dial tone (without steady clicking). To remove Call Forward Immediate from the destination lift the handset and dial #24 followed by the extension number whose calls you are receiving. This will cancel the divert to your phone, even if it was set up at the diverted extension. It is possible to have more than one person s calls diverted to the same extension. To remove all diversions at the destination lift the handset and dial #22 Note: Removing a Call Forward Immediate from the diverted extension (by dialling #21 as above) also cancels any *22 open for remote diversion. This should be reset if necessary by dialling *22 19.4 Call Forward after 15 seconds This facility allows your extension to ring for 15 seconds before the call is diverted to a second extension. Call forward after 15 seconds has to be set up or cancelled by the TSHL. 19.5 Call Forward on busy This facility allows an incoming call to your extension to be diverted to a second extension if you are already engaged on a call. Please contact the TSHL for further information. Once this facility has been set up, you can dial *60 to turn it on, and #60 to turn it off. IS1215 Page 10 of 10