Networking & Telecommunications

Telephone Users Guide

Introduction


   The ISU telecommunications system is comprised of a complex multi-vendor network of hardware, software, and cable plant facilities supporting voice, video, and data communications.  The Department of Networking and Telecommunications provides hardware and plant facility support, installation, maintenance, and repair for all aspects of telecommunications under the direction of Information Technology Services.  Specifically, the department is responsible for telephone services, plant facilities (backbone infrastructure), network hardware, switchboard operator services, Electronics Repair and Service (ER&S), and Copy Centers.  The telephone system is a digital private branch exchange (PBX) system.  It is owned by the University and operated by the Department of Networking and Telecommunications.  The plant facilities are comprised of copper, coaxial, and fiber optic cable.  Data network hardware includes routers, bridges, hubs, switches, wireless access points, and multiplexers.  Voice network hardware includes, key systems, PBX’s, and digital cross-connects.

   On the following pages you will find a summary of how to place calls, how to use some of the system features and how to request service.  Questions regarding telecommunications operations should be directed to the Networking and Telecommunications Business Office located in the Red Hill Building, or call extension 4541.

Request for Service or Repair


Voice & Data
• For repair of equipment or lines call the Networking and Telecommunications Business Office at extension 4541. Repairs generally will be completed within 24 hours. You may also submit a request using our Web site at www.isu.edu/netel

• For all new installations, moves, adds, or changes (MAC) to equipment or lines, call the Networking and Telecommunications Business Office at extension 4541. Most work, whether billable or non-billable requires a departmental requisition to be submitted prior to work beginning. You may also submit a request using our Web site at www.isu.edu/netel

Billing


   A billing report is issued to each department monthly.  The billing period runs from the 1st to the 31st of each month.  The billing report includes: costs incurred for long distance toll, line/equipment charges, computer equipment maintenance and billable service work performed.  The billing report includes charges for both voice and data.

Long Distance Toll Charges
• All charges for FAC, Calling Card and 800 services are itemized by user on the monthly billing report.

Line / Equipment Charges
• Each voice circuit or line, is billed monthly—in advance.  Voice will be for a connection to the Rolm CBX and includes telephone rental charges.  There is currently no monthly line charge for a new data install.

Non-Billed Services
   Voice
• Maintenance and repairs on lines or telephone instruments, except when theft, vandalism, or abuse are involved.
• Software features.
• Software configuration changes.
   Data
• Maintenance and repairs LAN connections.
• Repairs or service to any personal computer, terminal or peripheral which is covered by an equipment maintenance agreement with ER&S.

Billable Services
   Voice
• New installations of lines and associated telephone instruments.
• Recurring monthly line charges and telephone instrument rental.
• New cable installation.
• Moving phones or lines in an existing installation.
• Remodeling or new construction changes and additions.
   Data
• New installation of lines.
• New cable installation.
• Moving PCs, terminals, peripherals or lines in an existing installation.
• Remodeling or new construction changes and additions.
• New connections to and installation of local area networks.
• Setup of PCs, terminals, or peripherals.

General Information


Caller Identification
   The University telephone system provides Caller ID information to the local community. When you place a call from on-campus to an off-campus phone number, and the called phone number has the Caller ID feature, the phone number of the phone you are calling from will be displayed in the following format:

      208-282-your number
      ID ST UNIV


   The primary purpose of this telephone system feature is to provide the local community with calling party information on their Caller ID boxes.  As a value added feature of this service, if you have a campus telephone with display on your desk, you will see the phone number of the party that is calling you from off campus.
   The cost to implement the inbound portion of this service requires a one-time charge to upgrade individual telephone sets.  If you have a basic ROLM Phone 120 (one row of white buttons), the cost to upgrade is $215.  If you have a ROLM Phone 240 feature phone (three rows of white buttons), the cost to upgrade is $320.  The process to request a telephone set upgrade is to submit a work order by calling x4541 or by using our on-line work order at www.isu.edu/netel/workorder.html  (This feature is only available using proprietary ROLM Phones in administrative and faculty offices and cannot be accomplished using across the shelf caller ID boxes.)

Collect Calls
   Collect calls are not allowed due to the high cost to the University and difficulty in reallocating costs to the departments. Instead, incoming 800 lines are available at more economical rates. Call the Networking and Telecommunications Business Office for more information at extension 4541.

Telephone Directories and Listings
• Qwest telephone books are distributed annually to departments based on the number of telephones in each department.  Additional directories are available at no cost upon request.  Contact the Networking and Telecommunications Business Office at extension 4541 for more information.
• If you need to change or add a Qwest directory listing contact the Networking and Telecommunications Business Office at extension 4541.
• Campus directory listings are available on-line only. NeTel does not provided a printed version of the campus directory.
• If you need to change or add a Campus directory listing contact the Networking and Telecommunications Business Office at extension 4541.
NOTE: Qwest and Campus Directories can also be found on line at http://www.isu.edu under Directories or at http://www.isu.edu/netel.

Telephone User Guides
• RolmPhone and PhoneMail user guides are found at the beginning section of your campus telephone directory.FACs and Calling Cards
• Forced Authorization Code (FAC) are University issued authorization numbers allowing users to place long distance or directory assistance calls from anywhere on-campus.
• Calling Cards are University issued authorization numbers allowing users to place long distance calls from off-campus for use while out of town on work related business. These cards are issued to the University by long distance carriers.
• Call the Networking and Telecommunications Business Office at extension 4541 for information about obtaining a FAC or calling card.
NOTE: These codes should not be shared or left where others may see them. Calling Card codes should be treated like any credit card number.

Cellular Telephones
   The State of Idaho Department of Administration has a contract for cellular telephones.  NeTel is the agent for the contracted vendor(s) in our geographic region.  Contact the Networking and Telecommunications office at 4541 for further details.

Dialing Instructions


Dialing On-Campus Numbers From On-Campus.
• Dial the four digit extension number between 1000-7999
• For Pocatello Campus, extension numbers fall between 2000-7699.
• For Idaho Falls University Place Campus, extension numbers fall between 7700-7999.
• For Idaho Falls Heath Science Education Bldg, extension numbers fall between 1100-1125.
• For Twin Falls Campus, extension numbers fall between 1200-1299.
• For Meridian Campus, extension numbers fall between 1700-1999.

Dialing On-Campus Numbers From Off-Campus.
• Dail 282 + the extension number.

Dialing Off-Campus Numbers From On-Campus
Local Calls
• Dial                                      8 + number
The local calling area includes American Falls, Arbon, Arco, Ashton, Bancroft, Blackfoot, Dayton, Downey, Driggs, Felt, Firth, Franklin, Grace, Grays Lake, Holbrook, Howe, Idaho Falls, Inkom, Irwin, Island Park, Lava Hot Springs, Lewisville, Mackay, Malad, McCammon, Menan, Montpelier, Moore, Paris, Pocatello, Preston, Rexburg, Rigby, Ririe, Riverside, Roberts, Rockland, St. Anthony, Shelley, Soda Springs, Tetonia, Thatcher, Victor and Wayan.

Toll Free Calls
• Emergency Calls                  911
• Local Calls                          8 + Number.
• 800, 855, 866, 877, 888       8 + 1 + 8xx + Number
• Idaho Road Report              8+511
• Idaho Relay Service             8+711
• Idaho Dig Line                     8+811
• Idaho Care Line                   8+211

Long Distance Toll Calls
• University FAC/BENGALNET Continental U.S., Alaska and Hawaii.
                                              9 + FAC + 1 + Area Code + Number
• University FAC/BENGALNET International.
                                              9 + FAC + 011 + Cnty Code + Number
• Directory Assistance.
                                              9 + FAC + 1411

Per Call Blocking
   If you are concerned with privacy, and would like to block your call from displaying calling party identification, we have provided a call-by-call method to block your phone number from being displayed.
   Normally, to place an outside call, you pick up the handset and dial the access code 8 for local calls, or 9 for long distance calls.  To block your call from displaying calling party identification, pick up the handset and dial 67 before the access code 8 or 9.

Personal Phone Calls
   If you need to make a personal long distance telephone call, you may do so by using a personal calling card.
  (Do not use your University issued FAC or calling card for personal use.)

• Making a personal long distance phone call using the Universities long distance company may be done by:
    Dial  8 + 1 + Area Code + Number  (You will be asked for your AT&T, Qwest or major credit card number.  The call will be billed direct to you.)
• Accessing your personal long distance telephone company may be done in one of three ways.
  1) If your carrier uses a 1010xxx type of access:
      Dial  751 + 1010xxx + 0 + Number
  2) If your carrier uses a 800, 855, 866, 877, or 888 type of access:
      Dial  8 + 1 + 8xx + Number
  3) If your carrier uses a local number:
      Dial  8 + Number

Direct inward system access (DISA)
   DISA is a service offered by Telecommunications allowing users to access campus dial tone from any touch-tone phone in the local calling area. If you are at home and need to check your PhoneMail for messages or need to make a long distance call billed to your university account, you can do so by using DISA.

        NOTE: DISA access requires the use of a true touch-tone phone.  Many phones on the market today have a push button                     dial pad, but are pulse code not touch-tone.

DISA- Getting Campus dial tone:
• Dial 282-0172, it will ring once, you will then hear two beeps, enter your FAC, you will hear three beeps followed by Campus dial tone- your in. Once you receive Campus dial tone proceed to make a call as if you were originating it from your office on campus.
• Making a DISA Long Distance Call:
Follow normal procedures for placing a call from your Campus phone: Dial 9 + FAC + 1 + Number.
• Accessing Voice Mail through DISA:
Dial 6990 When Unity answers, press * then enter your extention number + # then your PIN + #

RolmPhone User's Guide


PLACING CALLS
• Pick up handset, listen for dial tone, dial number.
• Or, do not lift handset, press line button, listen for dial tone and dial number.  When the called party answers, pick up the handset.
• Or, if you have a two-way speaker phone (two-way speakers are not available on RolmPhone 120), do not lift handset, press line button, listen for dial tone and dial number.  When the called party answers, face the phone and speak normally. You may pick up the handset at any time during the conversation.
Note: If you are using your handset in a normal conversation, you may activate the speaker function at any time by pressing the speaker button on your phone and replacing the handset in the cradle. You can continue the conversation using the speaker function.

RECEIVING CALLS

• When phone rings, pick up the handset and you will be connected to the caller (it is not necessary to push line button first). Do not push the line button after picking up the handset, you will disconnect the party you are talking to.
• Or, if you have a speaker phone (not available on RolmPhone 120), do not pick up the handset, press the line button, face the phone and speak normally. You may pick up the handset at any time during the conversation.

HOLD
Allows you to temporarily hang up a line, either to take a call on another line, or to attend to another matter.
• PUT A CALL ON HOLD
1: Press ‘hold’ button
2: Hang up
• TO RECONNECT
1: Press line button of call that is holding
2: Pick up receiver

TRANSFER
Allows you to transfer a call to another extension, or to the switchboard.
• TO TRANSFER A CALL
1: Press ‘transfer’ button
2: Dial transfer-to extension number (or 0 for ISU operator)
3: Announce call to the person you are transferring the call to
4: Hang up
• RECONNECT IF TARGET EXTENSION IS BUSY
1: Listen for busy signal
2: Press ‘connect’ button
3: Inform calling party that the extension is busy
• RECONNECT IF TARGET EXTENSION IS ANSWERED BY VOICE MAIL
1: When Voice Mail Answers Press ** on your dial pad.
2: Press ‘connect’ button
3: Inform calling party that the called party is not available.

CONNECT
Allows you to reconnect to a party you have tried to transfer, or puts a current call on hold while you connect to a camped-on call. You may alternate between callers using connect. (Also, see Consultation Call.)


SAVE & REPEAT
Allows you to save a number you have just dialed so that you can redial the number later.  This feature works on internal and local calls, it does not work in conjunction with FAC or long distance dialing.
• TO SAVE A NUMBER
1: Get dial tone
2: Dial the number
3: Press ‘flash’ # 4
4: Hang up
• TO REDIAL
1: Get dial tone
2: Press # 7


STATION SPEED
Allows you to store frequently called numbers, up to 9, for instant recall.
• TO SET A SPEED NUMBER
1: Get dial tone
2: Press # # 3
3: Enter an index number, 1-9, on your keypad
4: Enter the number you want to store. If it is a local, off-campus number, remember to press 8 + number, or if long distance, 9 + FAC + number.
5: Hang up
• TO USE A STORED NUMBER
1: Get dial tone
2: Press # 3
3: Enter, on the keypad, the index number you stored the number on
If you have Voice Mail and a MSG WTG button on your phone, you may store the Voice Mail access number under Station Speed Index 0.
• SET UP VOICE MAIL MSG WTG BUTTON
1: Get dial tone
2: Press # # 3
3: Press the index number ‘0’ on your keypad
4: Enter 6990
5: Hang up
• TO ACCESS VOICE MAIL WITH MSG WTG BUTTON
1: Get dial tone
2: Press MSG WTG button
3: Wait for Voice Mail prompts


CAMP-ON
Allows you to stay on the line after hearing a busy tone and listen to Music-On-Hold until the called line becomes available.
• TO CAMP-ON A BUSY LINE
1: Listen for busy signal
2: Wait for music and stay on the line
3: When called line becomes idle you will hear ring back
• TO CANCEL CAMP-ON
1: Hang up
If you attempt to camp on a busy line that already has someone else camped-on, the normal busy tone will change to a fast busy tone. Hang up and try your call later. Only one user can camp on a line at a time.


CALL-BACK CAMP-ON
Allows you to camp-on a busy line without remaining on the line, freeing you for other work.
• TO SET CALLBACK CAMP-ON
1: Listen for busy signal
2: Press ‘flash’ # 1
3: Hang up
• WHEN THE CALLED LINE BECOMES IDLE
1: Your phone will give a long ring
2: Pick up the handset
3: You will hear the called extension ring back


CONFERENCE CALL
Allows up to 8 parties to participate in a single conversation. Call the first party, then see the following steps to add additional parties to the conversation. (When there are more than two outside parties in the conference, the quality of the connection cannot be guaranteed.)
• CONFERENCE CALL SETUP
1: Originate first call, ask party to hold
2: Press ‘flash’
3: Dial second party
4: When party answers, press ‘flash’ * 4. You will be connected in a multiple party conference call at this point.
5: To add additional parties, follow steps 2-4, ask them to hold and continue until all parties have been called.
• TO DROP LAST PARTY FROM CONFERENCE
If any party you try to add is busy or does not want to participate in the conference:
1: Press ‘flash’ * * 4


CONSULTATION CALL
Allows you to talk privately to a second party while the first party remains on “soft hold.”
• TO ORIGINATE A CONSULTATION CALL
1: During a conversation, press ‘flash’
2: Dial second party
3: Carry on a private conversation with second party (Flash puts the first party on a “soft hold.”)
4: Press the connect button to switch back to first party (Now you have the second party on “soft hold.”)
5: You may continue to switch back and forth by pressing the connect button as many times as you want until one of the parties hangs up.


TO ANSWER A CAMPED-ON CALL
1: You’ll hear a beep in your earpiece while on a call
2: You’ll also see your CALL WTG lamp flash
3: Ask first party to hold
4: Press the ‘connect’ button
5: Speak to the second caller
6: Press ‘connect’ again and you’ll be connected to the first caller
7: You may continue to switch back and forth between calls until one of the parties hangs up.


REP DIAL
Allows you to program blank buttons on your phone to perform features or dial numbers for you.
• TO SET A REP DIAL BUTTON
1: Get dial tone
2: Press * 5 6 6
3: Press the feature button you want to set
4: Enter digits or feature code (to add a delay to your sequence, press ‘hold’ for a six second delay)
5: Hang up
• TO USE REP DIAL
1: Press feature button you set
2: Or, get dial tone and press feature button

CALL PICKUP
Allows you to answer a call ringing at another extension, when you know the ringing extension’s number.
• TO PICK UP A CALL
1: When phone begins ringing, pick up your own phone and get dial tone
2: Dial * 3 + extension of line ringing
3: You now have the call from the other extension on your phone

GROUP PICKUP
Allows you to answer a call ringing in your pre-assigned group without knowing the line’s extension number.
• TO PICK UP A CALL IN YOUR GROUP
1: When phone begins ringing, pick up your own phone and get dial tone
2: Dial * * 3
3: You now have the call on your phone
Note: Group pickup must be programmed by Telecommunication’s software.  Call the business office to request this service — at no charge.

CALL FORWARD
Allows you to have your calls ring at another extension or have Voice Mail answer your calls for you.
• TO FORWARD YOUR CALLS
1: Get dial tone
2: Press # 9 + extension you want to take your calls
3: Or, # 9 + 6990 if you want Voice Mail to take your calls
3: Hang up
4: Note the rapid flash on your line button lamp
• TO CANCEL FORWARDING
1: Get dial tone
2: Press # # 9
3: Hang up
4: The line button lamp is no longer flashing

PARK
Allows you to transfer a call to another extension and place the call on hold there.  Park is convenient when you have tried to transfer a call to a busy extension, and the calling party wants to be placed on hold.  You are actually camping the call on the busy extension.
• TO PARK A CALL
1: You have a call you want to park on another line
2: Press ‘flash’ * 6
3: Dial extension number of line where you want the call to be parked
4: Hang up


PRIVACY
Allows you to prevent calls from being parked or camped on your line before or during an important conversation.
• TO ACTIVATE PRIVACY
1: Get dial tone
2: Press # 2
3: Or, if you are currently in a conversation, press ‘flash’ # 2
4: Continue conversation


RING TONES
Allows you to change the tone of your telephone’s ringer. In a large office this is ideal to distinguish which phone is ringing.
• TO SET RING TONE
1: Get dial tone
2: Dial * 572
3: Listen to ring tone
4: Press each number 1-8 on the keypad and listen for associated ring with that index number
5: Hang up when you are satisfied with tone

PhoneMail User's Guide

See the Cisco Unity Voice Mail Users Guide for instructions on how to use Voice Mail with RolmPhones.