Telephones
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Voicemail Message Light Not Working
Introduction On occasion, University of Alberta landline telephones experience issues with the voicemail indicator light/lamp. The light may falsely indicate that there is a message waiting, or may not be illuminated when there is indeed a message. This article provides some troubleshooting tips for resetting your voicemail message waiting lamp to resolve these issues. Applicability This article is for University of Alberta telephone users on the main telephone's voicemail system. (not the TELUS Centrex Voicemail platform.) Resolution If your voicemail light does not turn off: Access your voicemail box and action any messages by deleting them or saving them. Call your line and leave yourself a test voicemail message. Access your voicemail box again and delete the message. The lamp should then turn off. If the lamp does not turn off please submit a ticket to IST or call IST at 780-492-8000. If your voicemail light does not turn on: Access your voicemail box and action any messages by deleting them or saving them. Call your line and leave yourself a test voicemail message. If the lamp does not turn on then access your voicemail box and delete the test message. Call your line again and leave one more test voicemail message. The lamp should then turn on. If the lamp does not turn on please submit a ticket to IST or call IST at 780-492-8000. NOTE: If you subscribe to the voicemail to email feature that delivers the message as a wav file to your email and does not retain the message in your voicemail box, then your lamp will not turn on at all. Keywords: lamp, telecom, mailbox, light not working, doesn't turn on, doesn't turn off
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Transfer of Responsibility, Porting or change the user's name for a corporate mobile account
Introduction This article will describe the procedure for transferring ownership (adding or removing cell phones) on the Bell Mobility and TELUS Mobility corporate accounts. This would occur when a user wishes to: Move a University of Alberta corporate account to a private or personal account. Move a private or personal account to a University of Alberta corporate account. Change from one vendor to another (known as porting) on a University of Alberta corporate account (Example: Moving a service from Rogers corporate account to Bell Mobility corporate account) Additionally, instructions will be provided for changing the user's name on the account. Applicability This article is for use by Departmental Telecom contacts. Procedure Transfer of Responsibility (ToR)/Porting a Service The Departmental Telecom Contact will need to provide the approval for the Transfer/Porting of the service and therefore will need to initiate the request and submit the order in TEMS application To move a mobile account from the University of Alberta corporate account to a private account To move a mobile account from private/personal to the University of Alberta corporate account (the order must have the user's personal mobile account number noted in the comment section.) To move a mobile number from vendor to another (both on corporate accounts) Bell Mobility ToR from Corporate to Personal Departmental Telecom Contact submits an order (How To) in TEMS and CGI will process the order to Bell Mobility Bell will put a memo on the account authorizing the ToR and then the user must call the regular Bell Customer Service team @ 1-800-665-7889 to process it. There are no fees for this type of ToR and the individual will be responsible for the number, hardware and existing contract as of the day they complete the ToR. If the user ports-out the number to another service provider (i.e. TELUS or Rogers) then the line will be cancelled on the corporate account as of the end of the bill cycle and any applicable cancellation fees will be applied. ToR from Personal to Corporate The account holder of the personal account needs to contact their regular customer service team to give authorization to the UofA to take over the account. Departmental Telecom Contact submits an order in TEMS and CGI will process the order to Bell Mobility. Once the account holder gives authorization for the ToR, Bell will move the number, hardware and existing contract onto UofA Corporate account and UofA will assume responsibility for all of it. There is a $20.00 fee for this type of ToR. If the line is being ported-in from another company (i.e. TELUS or Rogers) then Bell will treat this as a new activation and the account with the other provider is cancelled. TELUS Mobility ToR from Corporate to Personal Transfer of ownership can occur anytime during contract if both incoming/outgoing clients give permission. When a mobile number is moving to a personal account, the departmental telecom contact submits an order (How To) in TEMS and CGI (corporate Authorized Administration on behalf of IST telecom) will process the order to release the number. TELUS Mobility will then add a memo to the account and the user must visit a TELUS Dealer or call the Client Care Dept @ 1-866-558-2273 from the mobile phone, to complete the move. (The University of Alberta does not create consumer accounts.) If the user ports-out the number to another service provider (i.e. Bell or Rogers) then the line will be cancelled on the corporate account as of the end of the bill cycle and any applicable cancellation fees will be applied. ToR from Personal to Corporate Transfer of ownership can occur anytime during the contract if both the incoming /outgoing clients give permission. If a personal mobile number is moving to the corporate account, the personal client must have a memo added to their personal account by calling the Client Care Dept to release the mobile number to the corporate client. Once that is done, the departmental telecom contact will submit an order in TEMS for CGI to process the order to move the mobile number to the corporate account. If the line is being ported-in from another company (i.e. Bell or Rogers) then TELUS will treat this as a new activation and the account with the other provider is cancelled. Change of Authorized User 1. The departmental Telecom Contact will submit a request (How To) in TEMS to have the authorized user (billing name) of a mobile number changed. 2. CGI will process the order to the appropriate mobile service provider.
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Place calls from Campus Telephones (Dialing Instructions)
Introduction This article outlines how to place phone calls from University of Alberta telephones. Instructions are included for: Emergency and 911 Calls University Calls Edmonton and Vicinity Calls Long Distance Calls Toll-Free Calls Conference Calls Directory Assistance Call Forwarding Applicability This article can be used by any faculty or staff member who wishes to use a PBX(Private Branch eXchange), VoIP (Voice over Internet Protocol) or Centrex phone to place a call. Additional internal instructions are included for members of the IST Service Desk to set up conference calls on behalf of clients. Procedure Emergency and 911 Calls For Police, Fire or Ambulance please dial 911 using campus phones or a mobile phone. If you require University of Alberta Protective Services (UAPS) please dial 780-492-5050. If you have a maintenance emergency (flood, outage, etc.) please call the University Control Center at 780-492-4833 or go to uab.ca/fixit. University Calls Calling within the University of Alberta campus requires only 5 digits! This means that if you are trying to reach anyone on North Campus, South Campus, or Campus St. Jean from any of these areas, you only need to enter in the last five digits of their university phone number. Edmonton & Vicinity Calls To make local Edmonton calls outside of the U of A campus, dial 9 + the ten-digit phone number. Long Distance Calls Canada, USA, Caribbean PBX & VOIP Users: Dial 9 + 1 + the ten-digit phone number Centrex Users: Dial 1 + the ten-digit phone number International PBX Users: Dial 9 + 011 + country code + city code + number VOIP Users: Dial 9 + 011 + country code + city code + number + # Centrex Users: Dial 9 + 011 + country code + city code + number Toll-Free Calls Dial 9 + 1 + 800 + seven-digit number Dial 9 + 1 + 866 + seven-digit number Dial 9 + 1 + 877 + seven-digit number Dial 9 + 1 + 888 + seven-digit number Conference Calls Need to connect to a larger party? Most phones on campus have access to a 6-connection conference feature (Supporting 1 host phone + 5 callers in.) If you require a conference call to be placed immediately, please contact IST's Service Desk at 780-492-8000. To book a conference call in advance, please contact the U of A switchboard at 780-492-3111 or dial “0” from a campus phone. If you wish to setup a central phone number that multiple participants can call into and join a conference call, phone Bell Reservationless Audio Conferencing at 1-800-667-3678 to reserve an Event or Operator assisted service. (see attached pdf Welcome to Bell Reservationless Audio Conferencing). If you wish to setup a Bell Reservationless Conference Account you may call Bell Conferencing 1-800-667-3678 and/or use the Bell Self Server Portal Bell Self Service Portal Bell Reservationless Audio Conferencing guide (pdf attachment) Bell Conferencing Quick Card (pdf attachment) To book/reserve a teleconference unit (example Polycom sound station) please submit a request by contacting the Service Desk 780-492-8000. Directory Assistance Local Directory Assistance You can access local and long distance information within Canada by using an online directory such as www.411.ca for white page listings, and www.superpages.ca for yellow page listings, or by dialing 9 + 411. Overseas Directory Assistance: Call the Help Desk at 780-492-8000 Toll-Free Numbers Directory Assistance: If you require assistance with the toll free number you are trying to call, dial 1-800-555-1212. Call Forwarding (see user manual for your phone type to use these features) Call Forward Internal Extension You can call forward to another University number using the 5 digit internal number of your phone Call Forward To Voicemail You can call forward your phone to 2-2000 to send all messages to voicemail Call Forward To External number/mobile You can call forward your desk phone to a local phone number or mobile number by entering 9 and then the full number (example: 9-780-111-2233) Tutorials: Phone Manuals and tutorials are located here
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Campus Telephone Service Outage
Introduction In the event that University of Alberta campus telephones are not working, IST will provide assistance. This article contains the contact information and escalation procedures for resolution of the issue, dependent upon the priority as determined by IST. Applicability This article is for all University of Alberta campus telephone users. It also contains internal notes for the IST operators in the event of an incident outside of work hours. Details Contact Information To report trouble with your campus telephone service, call Information Services and Technology (IST) at 780-492-8000 within normal working hours. To report trouble after normal working hours please call IST- On Call 780-492-7463. If your telephone service is VoIP (Voice Over Internet Protocol) as indicated by "CISCO" on your telephone set: During working hours, IST will troubleshoot to resolve the issue. During non-working hours, IST will work with you to determine if the outage is major or not. For a major outage, IST will escalate to on-call personnel. For a non-service-affecting minor outage, IST will begin troubleshooting procedures the next business day. If your telephone service is on the campus PBX (Private Branch Exchange) as indicated by "NORTEL" on your telephone set: During working hours, IST will troubleshoot and escalate to a TELUS technician if necessary. During non-working hours, IST will work with you to determine if the outage is major or not. For a Major outage - IST will place a conference call with TELUS Repair and work with you and TELUS Repair to have a TELUS repair ticket created. For a Non-service affecting minor outage - IST will begin troubleshooting procedures the next business day. Keywords: telephone, not working, can not place call, incident, escalation procedures, after hours, pbx, voip, telecom, Bell, IPVPN, SIP Trunking, PRI, TELUS
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Set up a Voicemail Box on a Telus Centrex Campus Telephone
Introduction This article will provide instructions for setting up a voicemail box on a TELUS Centrex telephone. Applicability This article is for University of Alberta users who are not on the central telephone system but instead use the TELUS Centrex telephone service and associated voicemail platform. Users of Avaya - PBX (Private Branch Exchange) or the Cisco VoIP (Voice over IP) systems should see instead: KB0012126 Procedure The following access numbers and password information will be helpful when setting up and accessing your voicemail box: 99 - Dial this number for quick access to your mailbox while in the office. 310-9898 - Call this number to retrieve messages while you are away from the office. Mailbox Number - This is your 10 digit phone number (area code + phone number). Temporary Password - This is your 10 digit phone number (area code + phone number). Permanent Password - Should be between 4 to 15 digits, should not be your phone number and cannot start with zero. To Set up a Voicemail box from your office phone: 1. Access your mailbox - Dial #99 or 310-9898 2. Temporary Password - The tutorial will prompt you to enter your temporary password, which is your 10 digit phone number followed by # 3. Permanent Password - You will then be prompted to create your permanent password followed by #. To accept your new password press #. 4. Personal Name - You will be prompted to start recording your personal name by pressing #. When you have finished recording your name press # again. To accept your recorded personal name press 1. 5. Personal Greeting - You will be prompted to start recording your personal greeting by pressing #. When you have finished your greeting press #. To accept your recorded personal greeting press 1. 6. Zero-out Password - You will be prompted to create a zero-out password (which cannot be the same as your log-in password and has to be 6-15 digits) and press #. To confirm your zero-out password press #. 7. Your mailbox is now ready to use. 8. Exit mailbox - press * to exit. To Set up a Voicemail box from another phone: 1. Dial 310-9898 2. Listen to the voice instructions. You will be required to press # and then enter your 10 digit mailbox number. 3. Follow Steps 2 - 8 above. Keywords: Set up, Voicemail, box, campus, telephone, Centrex TELUS, UofA, telecom, Garneau
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Roaming Tips
Introduction This article contains tips on how you can travel with your Corporate phone. Please ensure you have the appropriate authorization to take your phones before using them out of the country. If you do not have authorization to charge your travel to the corporate plan, please use some of the tips here for your trip. Applicability This article will be useful for University of Alberta Corporate cell phone users that will be travelling and would like general information on roaming. For information please see Roaming with a Corporate Mobile Phone Details Disable Roaming on your Device Tip: When travelling and you do not have approval to use the corporate plan, please disable the roaming on your phone. By doing this, you will not accidentally receive charges for roaming outside of the country. Please see the following support pages: Apple - How to disable roaming: (Link) Samsung - (Link) Google - (Link) Travel SIM Card Tip: Please Note: If you do use another SIM card the charges will not be applied to your University of Alberta corporate cell phone service. You will be responsible for the charges and will need to work with your department or faculty on expense claims policies. Getting a local SIM card (Subscriber Identity Module) can save you money when you are travelling abroad. Where you purchase the card and whether the calls you make are considered local or international can affect the difference in cost. You can purchase SIM cards at your travel destinations; purchase prepaid International SIM cards from retailers such as Staples, Best Buy, Amazon, etc. There are 2 main different types of network chips commonly used across the globe. These chips work on different basic networks (think of this like your appliance plugs which are different in North America than in European countries) GSM is used in the majority of countries. Canada TELUS Mobility, Bell Mobility, and Rogers Wireless use GSM CDMA is in about 35 countries. First Rule: Your phone must be unlocked and GSM network compatible. This means your phone cannot be blocked by your local carrier from accepting a SIM card from another competing cellular provider. CDMA phones are not compatible with SIM cards unless they are dual-mode, meaning they can work on any system. Starting January 2018 the carriers TELUS, Bell or Rogers, sold the cell phones already unlocked. If your cell phone was purchased prior to January 2018 then you will need to have it unlocked. The carriers require 72 hour notice so please advise your department Telecom Contact to place an order in TEMS Apple users will see “unlocking successful” message when they sync their device to iTunes to complete the unlocking process. Those that do not see the unlocking successful message, then TELUS, Bell or Rogers when contacted will do it remotely for the user. For Android users, the carrier sends a text confirmation code to the user and the user inputs this code before they insert an International SIM. Second Rule: Understand which size of SIM card your phone requires. Here are some examples. Full Sized SIM Micro SIM Nano SIM Apple iPhone 3GS Alcatel Onetouch M'POP All USB modems All Pocket WiFi modems HTC Desire 310 Huawei G300+ Samsung Manhattan, Galaxy Young Apple iPhone 4/4S Apple iPad Retina Display HTC One (M7), One X, One SV, 8X, Desire 601 Huawei Media Pad, Ascend G6 Nokia 208, Lumia 630/925/1320 Samsung Galaxy Express, S III, S4, S5, Galaxy Note 3, Galaxy Tab 3, Galaxy Pocket Neo, Ace Sony Xperia S, TX, Z, Z2 Some USB Sticks, Turbo Hubs and Laptops Apple iPhone 5, 5c, 5s, SE6, 6s, 6Plus, 7,7 Plus, 8, 8 Plus, X, XR, XS, SX Max,iPad Air and Mini and Pro HTC One (M8) Google Pixel 2 and 3 Most new devices after 2020 *NOTE* Some manufacturers also offer eSIM options on their phones. An eSIM is an industry-standard digital SIM that allows you to activate a cellular plan from your carrier without having to use a physical SIM. You can find travel eSim vendors as well. Third Rule: Decide the plan you need for Voice / Data Understand your options: Voice OR Data Voice AND Data Do you plan to make only local voice calls or will you make long distance calls? Understanding how much data you do use is a good starting point to determining how much data you may need to purchase. NOTE: SMS (text) on iPhones use data Ask the carrier about roaming. Generally, you do not want to use your local SIM card outside of the primary coverage area for the cellular provider because the rates can be very high.
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Employee Purchase Plans for Mobile Phones
Introduction Bell Mobility and TELUS Mobility have Exclusive Partner Programs that University of Alberta employees can subscribe to as consumer accounts. The users will have full control and responsibility of their account and the University is unable to assist with the creation or management of user accounts on these type of plans. Applicability University of Alberta employees Procedure *NOTE* The University of Alberta does not create, manage or reconcile the billing for the Employee Purchase Plans/Programs. These are made available to the employee by the cell phone vendors/carriers and are subject to change. For information on the Bell Mobility Exclusive Partner Program Offers special monthly pricing for employees and family members of the University of Alberta starting as low as $50/month (plus GST and fees) Possible special monthly rates for mobile phone purchases Contract based Bring your Own Device option available Eligible for service bundling with other provider services for potential additional savings. Up to 5 phones lines available for family members Employee will have full control over their rate plans, options, phone purchases, roaming/passport options Specific U of A only offers How to take advantage or call 1-833-964-4479 For information on TELUS Exclusive Partner Program contact: Offers special monthly pricing for employees and family members of the University of Alberta starting as low as $50/month (plus GST and fees) Possible special monthly rates for mobile phone purchases Contract based Bring your Own Device option available Eligible for service bundling with other provider services for potential additional savings. Up to 5 phones lines available for family members Employee will have full control over their rate plans, options, phone purchases, roaming/passport options How to take advantage: TELUS EPP - Online Ordering Guide TELUS EPP - Flyer TELUS Webstore epp@telus.com 1-877-460-1195 For information on TELUS Government of Alberta Corporate Individual Liability Plans contact: Offers special monthly pricing for employees and family members of the University of Alberta starting as low as $7.00/month (plus GST and fees) No contract, month to month obligation Device/Phone must be purchased at the time of signing to take advantage of this plan The employee is eligible for one line only with this special pricing Cannot be bundled with other provider services. Employee will have full control over their rate plans, options, phone purchases, roaming/passport options How to take advantage: TELUS GoA Corporate Individual Liability Overview Please call 1-866-611-2685
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Information Required to apply for a UofA Corporate Mobile Phone
Introduction This article provides the information that is required to request a cellular phone plan as part of the UofA Corporate Cell Phone Service. The information must be supplied to your departmental telecom contact who will need to submit a TEMS order (Telecom Expense Management System - TEMS). Separate sections are included for new activations as well as for porting (keeping your same phone number but changing providers.) Applicability This article was written for employees of the University of Alberta. Internal Notes are included for the processing of these requests and can be used by Departmental Telecom Contacts and Telecom Analysts. Details Please note that requests for mobile plans as part of the UofA Corporate Mobile Phone Service require authorization from Departmental Telecom Contacts who will also need to submit the request in Telecom Expense Management System - TEMS. As a guideline, we recommend the following for most users when selecting new devices: 1. The device should be basic. As an example, we recommend last years or the previous years standard phone (At the time of this writing the iPhone 15 is out, so we would recommend the iPhone 13 for most users) as a way to provide a supported device with a reduced cost to the department. 2. When making a request for a device, please include the specific info. As an example, iPhone 13 Midnight Colour 128 GB storage. 3. When making a request, order 2 basic accessories, a case and a power supply. As an example, Axessorize Protech IP13 Black in colour and an Apple Power Supply. To see which Accessories are available please Click the following links: Bell Mobility Accessories TELUS Mobility Accessories For New Activations Choice of vendor (either Bell Mobility or TELUS Mobility) User Name User CCID User Employee Number Authorized Approver Contact Department Speed code Type of Device Colour of Device GB (memory) of device Accessories - We recommend a case and a Apple or Android Power Supply For Porting (Keeping the same number but changing providers): Choice of vendor (either Bell Mobility or TELUS Mobility) User Name and Cell phone number User CCID User Employee Number Previous account number (If the service was not on the UofA Corporate Bill of that carrier, then you must provide the previous user account number.) Authorized Approver Contact Department Speed code Type of Device (if new) Colour of Device GB (memory) of device Accessories - We recommend a case and a Apple or Android Power Supply Related Knowledge KB0011285 - Procure Cellular Devices Keywords: cell, mobile, activation, port, porting, telecom
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Procure Cellular Devices
Introduction This article outlines the role of the Departmental Telecom Contacts and the role of IST Telephones for the procurement of corporate cellular devices. Setup and Deployment is performed by Client Support. Topics included in this article are: Procurement and Setup of the device Support provisions for mobile devices. Applicability This article was written for Departmental Telecom contacts at the University of Alberta. If you are a staff member wishing to obtain a cell phone or join the corporate plan, please consult with your Departmental Telephone contact and also see: Information Required to apply for a UofA Corporate Mobile Phone Details Procurement and Setup Requests for mobile devices/cell phones/SIM cards or for porting/change of ownership, as part of the UofA Corporate Cell Phone Service require authorization from Departmental Telecom Contacts. These requests must then be submitted through TEMS application - Telecom Expense Management system. (The vendors do not accept requests from individuals on campus for corporate services.) For information required to submit these requests, please see Information Required to apply for a UofA Corporate Mobile Phone. IST Telephones Once the device has been received, Telephones analyst(s) will: Contact the Departmental telecom contact to inform them the device is ready for pick up and a what location. Communicate with Client Support via a ServiceNow TASK ticket and include: The deployment type: Pickup or Delivery. The activation type (New Activation or Hardware Upgrade) The cell phone plan details. IST Support IST will offer support for the following: Accessing University services (such as UWS and Google Apps) from a mobile device. Department-specific services/configurations Technical Support Warranty/Repair Services Voice and Data Services Lost or Stolen Devices
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Cisco Self Care Portal - Set or Change Forwarding
Introduction Help article for Analysts and User who need to remotely call forward phones on the VoIP System, mostly used for on-call configurations. Applicability Internal Analysts and end users. Before you Begin To take advantage of this function, your number must first be on the VoIP phone system and your user name must be attached to the number you are trying to forward. Procedure To access the portal please go to https://cucm-publisher.voip.ualberta.ca/ucmuser/ Log in using your CCID (must be on a campus network so you may require the VPN) Select Call Forwarding Click the checkbox for Forward all calls to: and then click on the drop down menu. Select Add a new number Enter the number you wish to forward to (make sure to add a 9 for any external phone numbers) and then click Save. You may be asked to enter your CCID and password to confirm. Once completed, you should see. To undo this, simply uncheck Forward all calls to: and click Save Support Please contact Shared Services for assistance at 780-492-8000 if you are unable to use this function.