PBX Phone System Upgrade
The TNS department is upgrading certain aspects of the PBX phone system during the
course of this 2014/2015 academic year to ensure the campus phone system continues
to operate efficiently and effectively.
Part of this upgrade includes the upgrade of the 500 series telephones.
To minimize disruption, the upgrade will happen in multiple stages,
and these users will experience telephone down-time for 10 minutes to 1 hour.
If your phone is one of the phones to be upgraded, you and your department
Key Advisor will be notified in advance and again 2 days before the change happens.
If you would like training on your new phone, please contact us at firstname.lastname@example.org
or extension 5000
This upgrade will also position HSU to be able to host our own Voice over IP (VoIP)
circuits in the future, which will increase flexibility for mobile users and reduce
costs for remote facilities. You can follow the progress of the upgrade on the ITS project
portfolio at https://www.humboldt.edu/its/projects/campus-phone-switch-upgrade
Telecommunications and Network Services Deadlines
As of May 2, 2016, our Work Order turn-around time is approximately 2 weeks.
Currently our Work Order completion time is approximately 4 weeks for those Service Requests submitted by the April 13th deadline.
All Service Requests submitted to TNS must be reviewed, questions asked and answered and approvals for charges received.
Once all of this happens, Service Requests can be turned into Work Orders and you can view them in the TNS queue.
Currently there is no estimated completion time for Work Orders received after April 13th, but will most likely be in the first few months of year 2015/2016.
Exceptions can be submitted, but approvals are based on 1 of 3 important factors. 1. a new employee without a phone or Ethernet 2. is mission critical to HSU or 3. poses a life or safety issue
When submitting Service Requests, use the online Service Request system. The PDF form is no longer accepted. If you would like training on the new online form, please contact TNS User Support at ext. 5000.
Requests sent to individuals cannot insure processing.
Please continue to monitor TNS Web Pages for communications and possible changes to the TNS Work Order queue.
If you have questions, call TNS x 5000.
We support the Ericsson MD110 digital switch which is the backbone of the
campus phone system. We are responsible for the adds, moves and changes
requested by departments for telephones and Voice Mail services.
HSU has recently upgraded the networking infrastructure to meet today's
growing demands. We are responsible for maintaining the networking
equipment, the configuration of that equipment, the cabling infrastructure,
and the installation and activation of network services as requested by campus community.
New Voicemail Services
Single Mailboxes are the same as on the old system. The extension and mailbox are the same number.
Shared Mailboxes have a different number for the extension and mailbox. For example, a user is on the extension 3344 and their mailbox number is 2212.
Which Number to use?
- To set up the mailbox, the user access’s mailbox number 2212
- To listen to messages or update the mailbox in any way, the user access’s mailbox number 2212.
- Anyone trying to contact the user would dial the extension number 3344, and would be prompted to choose from the list of users
Verbal Prompt responses:
Dial the voicemail extension. If you hear
- "Please enter your Security Code" Enter your security code to access your mailbox.
- "Please enter your mailbox number" Enter your mailbox number and then it will ask you for your security code.
- "Welcome to Humboldt State University voice messaging. If you have a mailbox on the system press the # key.
If you know your party’s extension dial it now.
To leave a message for someone press 9."
If you press the # key, you will hear “Please enter your mailbox number”
Enter your mailbox number and you will be prompted for your security code,
Press 9 and you will hear the prompt “Please enter the extension of the person you wish
to leave a message followed by the # sign key.”
Enter the extension or mailbox number and press # to leave a message.
You will hear the greeting and then you can leave a message.
Hint: You can bypass the greeting by pressing # and you will hear a beep and then you can start your recording.
Set up voicemail to not accept messages
- Old system - Extended Absence greeting, system notified users that no messages can be left.
- New system - Out of Office greeting - the system does not notify callers that they cannot leave a
message so we recommend you add note to your greeting to let people know that no messages can be left.
We also recommend the user incudes in the greeting when they will be back and who callers
can contact while they are gone.
(Menu option 4 for Personal Manager, and Menu Option 1 for Personal options, and Menu Option 3 for Record personal greeting and Menu Option 3 for Out of Office Greeting).
Set up voicemail to accept messages
- This system does not have 2 separate greetings to allow messages to be left
(one for on the phone and one for away from the office). If you want people to be able to leave
you a message even when you are going to be away from your office, you need to record the standard
greeting. Menu option 4 for Personal Manager, and Menu Option 1 for Personal Options, and Menu
Option 3 for Record personal greeting and Menu Option 2 for Standard Greeting.
Messages will be deleted after a 30 day time frame. You will be notified a week in advance that a message
is scheduled to be deleted. When that happens, the only way to keep it longer is to forward the message
to yourself (after listening to a message press 6 to forward). That message becomes a new message
(you will lose the original message date, so you could record a greeting with the original date in it if
Message Waiting Indicator (MEW key) – Main difference on the new system is that the light will not go out until after all
messages are heard and saved and you hang up.
Alias - This function is usually used when a person is in 2 departments and does not want to deal
with 2 separate voicemail accounts. To the user, there is 1 mailbox, 1 greeting, and 1 password.
They will need to mention in their recording both departments and extensions. It doesn’t matter which
extension the user calls, call will go to the (1) mailbox. This requires a request from the Key Advisor
and is programming done by the System Administrator.
Message Forwarding - We used to be able to LINK mailboxes together to light up an extensions
MEW. This system does not work that way. OneBox can light up another extension’s Message
waiting indicator using the Message Forwarding feature. This requires a request from the Key
Advisor and is programming done by the System Administrator.
- Example: In order to have the Message Waiting Indicator light up on 6103 for extension 5000,
we have to setup Message Forwarding on 5000. What this does is when a message comes in to 5000,
it sends a copy of the message to 6103 (this extension must have voicemail) and lights up the
Message Waiting Indicator (it is the only way this system can get the MEW light to work).
**Down side is a duplicate message that needs to be dealt with and it has no indication that
message was forwarded from 5000. If mailbox (5000) is not used very often, you can leave the
messages alone and the messages are automatically deleted after 30 days.
- By not having message forwarding on 5000, it means there is no Message Waiting Indicator for it
and therefore the designated voicemail checker has to go in and check voicemail throughout the day.
Alpha Search: The new system allows for an Alpha search when sending a message. After you record a
message, you can enter the mailbox number or press # for a directory. Once in the directory,
you are instructed to enter in the first few letters of a person’s last name. IE 276 for
bro or brown.
Message Types: You have the option of listening to the type of messages you have: new, all, or saved
(if you have saved). When you go to listen to your messages, if you have new ones, it will
direct you to listen to the “Unread messages” by pressing 1. If you also have saved
messages, you can go directly to your saved messages by pressing 5.
Personal Distribution List: In the old system each mailbox had the ability to create personal distribution lists.
In the new system , if someone wants a distribution list, they ask their Key Advisor
to submit a Service Request to request a distribution list for the person and extension
and/or mailbox number. There is no charge.
- Who is the mailbox sponsor (owner) and what extension will it be on
- Who can post messages to the distribution list
- All Voice Mail System users
- All members of the distribution list
- Specific mail box numbers only
- Sponsor (owner) only
Accessing Messages: A new option to locate and access messages sent from outside callers (off campus);
Once in the voicemail system, Press 3 to locate messages and the press 2 for messages
left “From Outside Callers”, if you have a message from someone off campus, it will start playing immediately.
1) The steps to transfer a call straight into someone’s voicemail are different:
Old = Dial 6999, system answers, press **, system answers, enter extension and press transfer.
New = Dial 6999, system answers, press *9, system answers, enter extension and # and press transfer.