Business Information and Technology Services

Telephony - FAQ

UWA operates a private branch exchange (PABX) at the Crawley, Nedlands, Claremont and Shenton Park campuses for which the indial number range is 6488 1000 to 6488 9999.

The voicemail system allows a caller to record a message in your voice mailbox, should a call not be answered. You are encouraged to activate and customise your voice mailbox and record a personal greeting. Voicemail messages can be listened to from your extension; from another extension or even from off campus and the recorded messages can be saved, deleted or forwarded to another extension.

Telephone

  1. How do I call back a busy internal line?
  2. How do I dial internal or external numbers; or call the operator?
  3. How to I transfer calls?
  4. How do I redial an external line?
  5. How do I divert incoming calls to another extension?
  6. How do I cancel diversion on incoming calls?
  7. How do I divert incoming calls to an external number?
  8. How do I answer another extension in my call pickup group?
  9. How do I send number tones to a machine or off-campus voicemail?
  10. What is program abbreviated dialling?
  11. What are assigned categories and authority codes?
  12. How do I order services and special features?
  13. How do I make a conference call?
  14. How do I stop fax calls coming through to my phone?
  15. What equipment requires an analog line?

How do I call back a busy internal line?

  1. After dialling an internal extension and receiving a busy tone, to place a callback on that extension dial 6 and then hang up.

    When the called extension is free your extension will ring with a distinctive ring tone.

  2. After you pick up your handset the called extension will being to ring.

    Note that a callback's ring, to your extension, must be answered in eight to ten seconds or the callback will be cancelled!

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How do I dial internal or external numbers; or call the operator?

  • To dial internal numbers lift the handset and dial the four-digit extension number.

  • To dial external numbers lift the handset and dial 0 for an outside line; then dial the full number (local, STD or IDD).

  • To call the switchboard operator lift the handset and dial 99.

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How to I transfer calls?

  1. To transfer a call from your extension press Inquiry and then dial the number.

    This effectively puts the original caller on hold so they cannot hear or be heard.

  2. If Transfer is pressed at this stage, the caller will hear the ringing tones, the call is transferred and no longer on your extension.

  3. If you wait till the call is answered, you can speak to the person answering and then press Transfer to transfer the call.

  4. If you wait and the call is not answered, hang up by pressing the cancel button, or the hang-up hook.

  5. Then press Inquiry to return to the original caller.

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How do I redial an external line?

  1. Lift then handset and dial ***; the last external number dialled will then be automatically dialled again.

How do I divert incoming calls to another extension?

  1. To divert all incoming calls to another extension lift the handset and dial *21*; then enter the four digit extension number and then press # before hanging up.

How do I cancel diversion on incoming calls?

  1. To cancel any diversion on your phone lift the handset and dial #21# before hanging up.
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How do I divert incoming calls to an external number?

Diverting to an external number is a special feature - refer to How do I order services and special features? for more information on activating special features.

  1. To divert calls to an external number, lift handset: dial *22#; then enter the external number (including leading 0) and press # before then hanging up.

    This will divert your phone for example to your home or mobile phone.

  2. To cancel dial #22# and hang up.

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How do I answer another extension in my call pickup group?

Answering another extension's call is a special feature - refer to How do I order services and special features? for more information on activating special features.

Any number of extensions within an office can be put in a call pick up group.

  1. To answer another extension within your group pick up the handset and dial 88.
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How do I send number tones to a machine or off-campus voicemail?

The Crawley campus phone system allows full tone sending (tone dialling) when using services such as the self-service Service Desk, or external phone services such as phone banking, paying bills over the phone, airport arrival/departure information, or anything that requires you to respond by pressing a number on the keypad of your phone.

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What is program abbreviated dialling?

Abbreviated dialling is a special feature - refer to How do I order services and special features? for more information on activating special features.

You can use the digits 0-9 on the dial buttons to set up personal one-digit abbreviated dialling for frequently called numbers.

  1. On digital phones, to program a dial digit button (0-9) lift the handset and dial *51*.

  2. Then press the relevant digit to associate with the number.

  3. Then press * and then enter the extension or telephone number before pressing # and hanging up.

  4. To use the digit button to dial the number lift the handset and dial ** and then press the relevant digit.
If you are using an analog phone then follow the manufacturer's instructions for programming abbreviated dialling onto digit keys.


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What are assigned categories and authority codes?

All phones and faxes can be given the following categories:

  • Standard Access: Internal access with indial
  • Special Feature: Internal access only no indial (should be set on all public access phones to prevent reverse charged calls from off campus)
  • Special Feature: Local access only
  • Special Feature: STD and mobile during the working day
  • Special Feature: STD and mobile 24 hours a day
  • Special Feature: IDD during the working day
  • Special Feature: IDD 24 hours a day

An authority code can be assigned to any extension which then allows the user of that code to override the current category for that extension, such as allowing the user to unlock a phone and make calls outside of working hours.

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How do I order services and special features?

Special features include:

  • External call diversion to divert incoming calls to an external number
  • Grouped extensions allowing call to be picked up by nearby phone in group
  • Call diversion on no answer - to a preset number
  • STD and IDD authority
  • Personal abbreviated dialling
  • Special access categories and authority codes
  • Voicemail

Requests for authority codes, changes to categories, changes to diversions, changes to group pick ups and group hunts should be requested through the Service Desk by the departmental heads, technical officers, admin officer or secretary.

All requests for phone installations or transfers, voicemail and phone upgrade should be requested through the Service Desk providing as much relevant information as possible; such as extension, name, department and room number.

In the case of an authority code the name, extension and location of the person requesting the code should be supplied so the code and instructions can be emailed to that person in confidence.

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How do I make a conference call?

Note that conferencing (multi-extension connections) requires use of "speaker" phones.

  1. Call the first person for conference as normal, and inform them that you are about to enable the conference.

  2. Press Inquiry and then call the second person.

  3. Inform the second person of conference then press 3, putting all people in the conference.

  4. To admit a third party, inform other conference members and then repeat steps 2 and 3.

  5. This will put all parties into the conference call.

    Note that up to seven phones may be used together in a conference call.

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How do I stop fax calls coming through to my phone?

If you get calls to your voice phone from a fax machine (a continuous beep beep) transfer the call to your nearest fax. It will let the fax through and stop it retrying and you will probably find out who was sending it.

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What equipment requires an analog line?

If you have purchased fax equipment or telephone units, such as remote handsets or answering machines, from a retail outlet you will need to organise and use an analog connection.

You should not attempt to connect this type of equipment to any telephone outlet unless you have first checked whether that connection is digital or analog!

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Voicemail

  1. How do I setup my voicemail?
  2. How do I access my voicemail?
  3. How do I listen to my voicemail messages?
  4. How do I customise my voicemail account?
  5. How do I record a busy greeting?
  6. What if I have forgotten my voicemail PIN?
  7. What are my voicemail messaging options?
  8. How do I record and send messages?
  9. How do I divert calls to voicemail?
  10. How do I arrange to have my voicemail sent to my email account?
  11. How do I remove the flashing wait light?

How do I setup my voicemail?

When you first get a phone extension you should customise your voicemail facility to set your PIN; record your name and personal greeting.

Once you have accessed your voicemail:

Press:

To:

3 then 1 then 4

change your voicemail PIN (the default is 0000)

3 then 1 then 5
record you name
3 then 1 then 3
record a personal greeting
*
to cancel any action, at any time, and exit to a higher level on the menu hierarchy

Refer to How do I customise my voicemail account? for further information.

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How do I access my voicemail?

If you do not already have your voicemail set up, contact the switchboard by dialing 99.

On campus

To access your voicemail:

  1. Dial extension 7999; alternatively just press the flashing 'message waiting' light.

  2. When prompted to enter your security code enter your PIN (default for new extensions is 0000) and follow the voice prompts for further instructions.
Another extension  
  1. Dial extension 7999 and immediately press *.

  2. Enter your telephone extension number.

  3. When prompted to enter your security code enter your PIN and follow the voice prompts for further instructions.
From home or off-campus
  1. Dial (08) 6488 7999 or +61 8 6488 7999, if overseas.

  2. When prompted to enter your mailbox number, enter your 4-digit extension number.

  3. When prompted to enter your security code enter your PIN and follow the voice prompts for further instructions.

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How do I listen to my voicemail messages?

Once you have accessed your voicemail:

Press:

To:

1

listen to new messages

5
listen to saved messages

While listening to messages the following options are available:

Press:

To:

1

pause/resume the message you are listening to

2
forward the message on to other voicemail boxes (you may specify more than one) by following the voice instructions
3
rewind five seconds and repeat that portion of the message again
4
discard the message; confirming you wish to discard when prompted
5
save the message for future review (will be saved for a maximum of two weeks only)
6
listen to the message from the beginning
7
skip to the next message without performing any action on the current message
8
to reply to the message press:

2 to record a reply voicemail message
9 to transfer to the sender of the message
9
forward five seconds and skip a portion of the message
0
obtain information about the caller; and then press 0 again
#
get help and a listing of the menu options
*
to cancel/exit

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How do I customise my voicemail account?

Once you have accessed your voicemail press 3 to customise and:

Press:

To:

1

set personal options

2
set messaging options
3 set automated attendant options
Personal options
Press:

To:

1

change message notification

2
change daily message reminder
3 record personal greeting
Message Notification

You can set your voicemail box to ring any phone you stipulate whenever you have messages. For example, if you are going to be out of the office, but are expecting an important message, the voicemail system will ring you at the nominated number(s), where you can listen to your messages.

Daily Message Reminder

If you do not have a 'message waiting' light, you have the option of setting a daily message reminder. The voicemail system will ring you every day at a number and time specified by you, to play your messages over the phone.

Personal Greeting

The less formal the greeting the better, as it encourages the caller to leave a message.

Some examples:

  • Hello, you have reached (insert name).  I'm not available to take your call at the moment, but please leave your name, number and a brief message after the tone, and I'll ring you back.

  • Hello, this is (insert name), from the department of ....  I'm out of the office at the moment, so please leave your name, number and a brief message after the tone, and I'll return your call.

  • Hi, you've called (insert name), I'm not here at the moment, but don't waste your call, leave your name, number and a brief message after the tone, and I'll get back to you.

As long as you mention your name and ask the caller to leave their details after the tone, you shouldn't have any problems.

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How do I record a busy greeting?

When speaking on the phone to someone and a third party calls, instead of the third party hearing a busy tone, they can receive a greeting from you saying you are on the phone, leave a message after the tone and you will ring them back.

Note: Before the instructions below can be followed contact the switchboard by dialing 99 so that they can organise to have this feature enabled for you.

Once you have accessed your voicemail:

Press:

To:

3 then 1 then 3 then 1

record a busy greeting

Some examples:
  • Hi, you have reached (insert name). I'm on the phone at the moment, so leave your name and number after the tone and I'll ring you back.

  • Hi, you have reached (insert name). I'm on the phone at the moment, so call me back in a couple of minutes, or leave your name, number and a brief message, and I'll get back to you.

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What if I have forgotten my voicemail PIN?

If you lose or forget your security code contact the switchboard by dialing 99 and they will reset the code. Once reset just follow the How do I setup my voicemail? instructions again.

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What are my voicemail messaging options?

This section is where you would record extended absence greetings, divert to external numbers, extension specific processing (ESP) and the like.

To use this feature you will need to contact the switchboard by dialing 99 so that this option can be enabled for you.

Press:

To:

2

to record a name for a sponsored mailbox

3
to change a personal distribution list
Distribution List

A distribution list contains names and numbers that are given to the switchboard from a person or department to be labelled with a general mailbox number. If there is an important message that needs to be told to a group of people, the distribution list number will save a lot of time.

Once you have accessed your voicemail:

  1. Press 2 to record and send a message.

  2. When prompted to enter the mailbox number enter the distribution list number.

  3. Follow the prompts to record the message.
    The message will then be sent to everyone listed in that distribution group.

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Delete a person from a distribution group list

Once you have accessed your voicemail:

Press:

To:

3 then 2 then 3

change a personal distribution list

Automatic Message Forwarding

If you would like someone to deal with your messages while you are away without them accessing your mailbox, you can use the automatic message forwarding option. This means whenever someone leaves a message on your mailbox while you're away, a copy of that message will be sent to the person you have specified to handle.

Once you have accessed your voicemail:

Press:

To:

3 then 2 then 4

change automatic message forwarding

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Message Presentation

You can change the order in which you receive your messages, that is: first in, first heard; last in first heard or you can hear urgent messages first or normal first and so on.

Once you have accessed your voicemail:

Press:

To:

3 then 2 then 5

change message presentation

Automated Attendant Options

A secondary voicemail, for extension specific processing (ESP), can be established and used for various options such as having a message that doesn't allow messages to be left; while maintaining your normal message, that allows messages, for when you return.

Once you have accessed your voicemail:

Press:

To:

3 then 3 then 3

change extension-specific processing


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How do I record and send messages?

Once you have accessed your voicemail press 2 to record and send a message; and when prompted enter the voicemail box number to which you wish to send the message.

While recording your message the following options are available:

Press:

To:

1

pause/resume while recording a message

2
forward the message on to other voicemail boxes (you may specify more than one) by following the voice instructions
3
rewind five seconds and repeat that portion of the message again
4
discard the message; confirming you wish to discard when prompted
5
save the message
7
skip to next message
9
forward five seconds and skip a portion of the message
0
to access message routing options; then press:

1 to specify future deliver of the message
2 to set urgent status
3 to restrict message forwarding
5 to request receipt notification
#
get help and a listing of the menu options
*
to cancel/exit

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How do I divert calls to voicemail?

If you use a digital phone or a screen display phone, you can have a divert key programmed into the phone (assuming it is not already done).

This divert key is a programmed button you press to divert all calls directly to voicemail. For example, if you wanted to catch up on some work, or have a meeting in your office and do not want any interruptions or disturbances by phone, the divert key will divert any callers who ring your phone to voicemail. Your phone will not ring at all.

If you are unsure if you have a divert key or you have any queries, contact the switchboard by dialing 99 to discuss.

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How do I arrange to have my voicemail sent to my email account?

To enable this feature you will need to contact the switchboard by dialing 99 so that this option can be set-up.

How do I remove the flashing Message Wait light?

Press # 91 #


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Business Information and Technology Services

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Last updated:
Tuesday, 9 August, 2016 11:43 AM

http://www.bits.uwa.edu.au/2744591