CQUniversity
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How do I use my telephone?

CQUniversity Telephone User Info

Faulty Telephone Extension?

Report all telephone extension faults to Helpdesk or email Helpdesk.

When reporting a fault please advise the following information:

  • Faulty telephone extension number
  • Name of the person using this faulty telephone extension
  • Type of telephone (ericson, dialogue, cisco)
  • Location of the faulty telephone extension (building number, room number and wall port the phone is connected to)
  • Detailed description of the fault

Guidelines for effective telephone use

  • The first contact you have with a customer is often over the phone. He or she will be forming an opinion of you and the organisation from this first contact.    
  • Many contacts which may lead to a valuable relationship begin with a telephone call. Answer all calls promptly and announce the Campus name, your name, and ask how you may be of help.  Write down the name of the caller so you may use it in your conversation.
  • Voicemail messages should be checked first thing every day and be attended to as a matter of urgency.  
  • Return voicemail messages on the same day as received or within 24 hours.
  • Leave an appropriate and professional message on your voicemail. (See voicemail information for tips)
  • Your phone should if possible, not ring more than three times before being answered. If you are absent from your office, either divert it  to voicemail or to the main office. (This is University policy)
  • If a call needs to be transferred, explain this to the caller and advise them of the name of the person to whom they are being transferred.  Confirm with the caller that they wish to be transferred.

Helpful Hints

  • Ericsson telephone handsets are strictly allocated to set locations and are NOT to be moved by Staff, however Cisco IP Phones should move with the staff member. Please consult with the ITD Helpdesk (ext 9233) to arrange to have handsets moved. Ericsson telephones will not necessarily operate in another location.
  • Do refer to the User Manual to become familiar with telephone operations as some functions are not programmable on these telephones.
  • Do not unplug the telephone because of noise disturbance or if going on holiday, leave/weekends. Instead  follow me your telephone to another extension or to voicemail. This will immediately direct any incoming calls to these locations.
  • When calling an extension that has been externally diverted, either to a Mobile or a fixed phone, you will see the text "EXTERNAL DIVERT" on a Display phone. On Display and non Display phones you will experience a period of silence until ring tone is heard. This period can be up to 2 seconds.

Line Rental Charges

All telephone services are charged a rental of $8.00 per month.  This charge covers all moves and changes plus repair/replacement of existing handset. All staff are issued with a basic handset. This may be either a digital or an analog handset, depending on equipment availability at the time.

Handset Upgrade

The following charges apply for Enhanced digital handsets:

Installation Fee: Basic 'hands-free' handset eg.DBC3211  refer to What phone do I have? link

An installation fee will apply to enhanced handsets: 'Standard' handset eg. DBC3212 & Executive' handset eg. DBC3213

For further information concerning this service, contact the ITD Helpdesk.

Mobile Telephones 

  • Information about the purchase and use of mobile telephones may be obtained by sending a request for information to Helpdesk. 
  • Diversion of a telephone extension to a mobile telephone must be approved by the Head of Division in the first instance.  Relevant details must then be e-mailed to Helpdesk.

Take precautions with your mobile

Complaints are sometimes received from people about mobile phone charges for calls they don't believe they made. Although billing errors do occur, more often it is found that the calls were made by someone other than the phone's owner.

No matter who made the calls, the owner is responsible for the security of the phone, and for any charges for calls made from it.

Using a PIN is one of the easiest ways to protect a mobile phone from unauthorised access. Consult your phone user manual for instructions

Knocking the "redial" button often results in unintended calls, usually without the knowledge of the user. For this reason it is recommended keeping the key lock on the phone activated at all times.

Do not lend your mobile phone to friends or family as you may find that it has been used excessively. Often the phone's owner doesn't become aware of the usage until they receive their bill. There is no obligation on phone companies to advise users when their account is unusually high.

Another unsafe practice is to leave your  phone in unsecured places, for example, a bag at work, or at a party.

It's wise to treat your mobile phone with the same care as you would your credit cards.

If your phone is lost or stolen you need to report this to your phone company immediately so that a bar can be placed on all outgoing calls from the phone. You will be liable for any calls made from the phone up until the bar is put in place. Also notify the Telecommunications office as soon as practical after placing a bar on the phone.

You can keep a record of your phone's IMEI (International Mobile Equipment Identity) number which will be useful in tracing the phone quickly. The IMEI number can be accessed from the phone's handset by dialling *#06#. If your phone is lost or stolen and you don't have a record of your IMEI number, your phone company can find the IMEI by matching up details of your phone number and the last call you made. The Telecommunications office also has a record of these numbers.

If, when you purchase your phone, you are not expecting to be making overseas or information (190) calls, it is worth asking your phone company to place a bar on these services. This will save you being billed for expensive calls if the phone is stolen. As a standard practice, the University has a bar placed on these services.

Moving Office?

  • Ten (10) days? notice for telephone extension alterations or installations, is necessary.
    Please note that all staff moves need to be approved by DFM.
  • Contractors have been instructed to strictly adhere to the designated job sheet specifications. Any alterations must be authorised by the Telecommunications Office, email Helpdesk.
  • Ericsson telephone handsets are strictly allocated to set locations and are NOT to be moved by Staff, however Cisco IP Phones should move with the staff member. Please consult with the ITD Helpdesk (ext 9233) to arrange to have handsets moved. Ericsson telephones will not necessarily operate in another location. Telephones will not necessarily operate in another location.

Email Helpdesk advising the following:

  • Present location of telephone extension (Building number and Room number)
  • New location required for telephone extension (Building number and Room number)
  • Telephone extension number
  • Date of move
  • Name of person who uses the telephone extension
  • Name of contact person
  • Diagram showing the new location of the telephone extension
  • Cost code and authorisation for any work outside specification covering moves and changes

New Telephone Extensions

Email to Helpdesk stating the following:

  • Location of new telephone extension (Building number and Room number)
  • Name of person who will be using the new telephone extension
  • Date the new telephone extension is required
  • Name of the contact person
  • Diagram showing the location of the new telephone extension
  • Provide costing code for the extension (information available from Faculty Office)

Please note, any new cabling work required to install a new phone service, will incur a charge. This charge is based on time taken plus equipment used, at current University approved contractor rates.

Access to offices will be required by ITD staff or approved University contractors to complete installation work. Staff are asked to ensure that this access can occur on the agreed installation date as there is a cost to the University for repeat visits by contractors caused by denied access. If you are unable to be in your office when the contractor attends, access will be sought by Faculty master key or by Security. If this is unacceptable, please notify the Telecommunications office at least one working day prior to the appointment.

Ericsson Quick Tips

  • Sending of digits to a voice response system:  When using External services that require the sending of digits to a voice response system, wait until the service answers,  press 9 and then send the digits as requested.
  • Redial the last external number called: press ***.
  • Redirect calls to another extension: lift handset and press *21*, dial the extension number, press # and replace handset.
  • Cancel redirection to another extension: lift handset and press #21# and replace handset.
  • Call pickup: lift handset and press 33.  (This facility needs to be programmed by Telecommunications in the first place)
  • Place call on hold: (Digital phone) press access 1 or 2 key depending which line you are using. The lamp of the pressed key flashes slowly.   To resume call, press key again.  (Analog phone) press recall button, wait for dial tone, replace handset. To resume call, lift handset.
  • Automatic call back:  lift handset and dial extension number. Wait for engaged tone and press 6, replace handset.
  • Follow Me: To redirect calls to another extension ? lift handset, press * 21* , dial the other extension number, press # and replace handset. To cancel redirection to another extension:  Lift handset and press #21# and replace handset.

    For tips on Cisco phones please see http://www.cisco.com/warp/public/779/largeent/avvid/products/7940_2005/index.html

Ericsson System Features Available
For tips on Cisco phones please see http://www.cisco.com/warp/public/779/largeent/avvid/products/7940_2005/index.html

Abbreviated Numbers: Requires system programming

Authority Code: Requires system programming

Automatic Call Back

Conference Calls

Diversion/Redirect Calls

Follow Me

Group Hunt: Requires system programming

Group Pickup: Requires system programming

Inquiry

Redial

Transfer

Two access lines on digital extensions: Requires system programming

For information on how to use these features and other advice, please call ext 9107 or email: Helpdesk.

Ericsson Conference calls - up to 6 callers
For tips on Cisco phones please see http://www.cisco.com/warp/public/779/largeent/avvid/products/7940_2005/index.html

  1. Dial the first party's number using Access 1 key(to inform them about the conference.)
  2. Press the Inquiry key (PBX Recall key on analog handset.)
  3. Dial the next party's number.
  4. When answered, Press 3 to add them to the conference
  5. Repeat Steps 2 - 4 to add further parties to the conference

If during the establishment of a conference you encounter an extension or external number that is busy or not answered, simply press the Clear key on a digital phone and repeat the call establishment procedure.  If you are using an analog phone or a conference phone such as a Polycom unit, and you experience the above, press the digit 2 to return to the conference.

Telephone Directory Update

 E-mail any required changes of details in the telephone directory to Helpdesk.

Ericsson Transfer Calls
For tips on Cisco phones please see http://www.cisco.com/warp/public/779/largeent/avvid/products/7940_2005/index.html

If using the following handsets: (refer to What phone do I have? link)

  • Diavox 133 Analog - Press R, dial extension number, hang up to transfer the call. Press Key 2 to get the caller back.
  • Dialog 2144 and/or Dialog 2137 - Press R, dial extension number, hang up to transfer the call. Press Key 2 to get the caller back.
  • Interquartz and Leader - Press PBX Recall, dial extension number, hang up to transfer the call. Press Key 2 to get the caller back.

If using the following Digital handsets: (refer to What phone do I have? link)

  • Dialog 2501 ? press Acc2/Inq, dial extension number, press Transfer and hang up.
  • Dialog 2561 ? press Acc2/Inq, dial extension number, press Transfer and hang up.
  • Dialog 2600 and 3000 series, press Inquiry, dial extension number, press Transfer and hang up.

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