VoIP Frequently Asked Questions

 VoIP Phone

With the implementation of any new system within an organization there's bound to be questions that need answering. Now that you've made it through the training for the college district's new Voice over Internet Protocol (VoIP) system we want to share the answers to some of the most frequently asked questions ITS received over the past two weeks that you might find beneficial as you get acclimated to your new telephone. If you have a question about the new phone system, please post it in the VoIP Telephone System Forum on the intranet or send us an email.

 

Reminder: The conversion (cutover) for SAC 2 will take place on May 16 so make sure to retrieve all voice mails from the old telephone system before you leave for the weekend.

 

On behalf of the ITS department, thank you for your patience during this transitional period.

General

Q: What is the correct address to the Cisco Web site, the address on the training manual is not correct?
A:

The correct address https://ccm/ccmuser/. As a reminder, when you log in to the Cisco Web site you will be need to enter your Web Advisor ID (xx#####) that was emailed to you and the password you use to log in to the district computer network and email systems (not the phone or voice mail PIN/Password).
Q: How can I get my Web Advisor ID number?
A:

You should have received your Web Advisor ID number in an emailed from Sylvia LeTourneau. Your ID includes two letters and five numbers. If you do not have your Web Advisor ID number, please contact Tammy Cottrell by email so she can look it up for you. For security purposes, you will need to provide your employee number in order to receive your Web Advisor ID. Your employee number can be found on your pay stub.
Q: When I park a call how long will it stay on park?
A:

Two (2) minutes. If the call is not answered it will be returned to the original phone.
Q: How many people can be on a conference call?
A:

Eight (8).
Q: If I need 12 people on a conference call, can someone else on the call add them?
A:

Yes, but keep in mind that more server resources are used when more callers are added to the conference call.
Q: Can I stop my voice mail from going to Outlook?
A:

No, not at this time.
Q: When I am on my phone and a second call comes in, will my phone ring?
A:

No, you will hear a beep in your ear.
Q: Can the foot stand be used as a wall mounting bracket?
A:

A wall mount kit should be used. The foot stand is not very sturdy.
Q: If I have four (4) different lines on my phone, can I have four (4) different rings?
A:

Yes.
Q: Can I forward my phone to my cell phone?
A:

Yes, if you have authorization.
Q: What do I do if I have the wrong numbers on my phone?
A:

Call the help desk at your location and enter a trouble ticket.
Q: What if I want a head set, shoulder rest or other accessory for my phone?
A:

Each department will be responsible for purchasing all phone accessories. Head sets must be compatible with your Cisco phone (7942G (two button) or 7962G (six button)). The IT department strongly recommends Plantronics head sets. You can download a complete list of compatible Plantronics head sets by clicking on the links above.

Q: What is the correct phone number for accessing voice mail from a non-district phone?
A:

The new external voice mail phone number is (714) 564-5500. This number will be fully functional on May 16.
Q: What if I need to access a voice mail message that was left prior to the conversion?
A:

For SAC and District Office users, you can still access the old voice mail system by dialing (714) 564-5700 and entering your old extension and password. SCC, OEC, CEC, and DMC will not be able to access their old voice mail systems once they have been converted to the new system, and, therefore, will have no access to old messages.
Q: I've misplaced my VoIP training manual, Where can I get another copy?
A:

A copy of the RSCCD VoIP Training Manual has been uploaded to the Business Operations area on the district's intranet. You can download and print a copy of the training manual by clicking on one of the two links here or by visiting the RSCCD intranet.
   

Shared Lines
Q: If four (4) individuals are sharing one line and one person forwards that line to voice mail can the other users answer the line when it rings?
A:

No - All calls will go to voice mail.
Q: Will all individuals who share a line receive an e-mail if a voice mail is left?
A:

No, only the user associated with that line. The assigned user must share the password of the voice mail if others are to retrieve voice mails left on a shared line.
   

Forwarding Calls

Q: If I forward a call to a co-worker and they don't answer will my call go into my voice mail or their voice mail?
A:

The call will go into your voice mail, not the line the call was being forwarded to.
Q: If I forward my phone to voice mail will all of my lines be forwarded to voice mail?
A:

No. Only the primary line will be forwarded.
Q: Do I have to forward each line to voice mail?
A:

Only the primary line will be forwarded. If other lines are to be forwarded, you must log into ccmuser page and set the call forward on each of the individual lines.
Q: I have six (6) lines; one is a shared line. If I forward my line, will all lines be forwarded or just my primary line?
A:

Only the primary line will be forwarded.