Frequently Asked Questions
General Questions show...
How do I dial the Campus Operator from a campus telephone?
Dial zero (0).
How do I dial the Campus Operator from an off campus telephone?
How do I change an entry in the Online directory?
Send an email to firstname.lastname@example.org. Copy the current listing from the directory so we know which entry you want changed then in your email tell us what needs to be changed.
How do I delete an entry from the Online directory?
Send an email to email@example.com. Copy the entry from the directory and say you want that entry removed.
How do I add an entry to the Online directory?
Send an email to firstname.lastname@example.org with the following information:person's name, email address if they have one, department, and position (title).
Phone Questions show...
What does it mean when the display says "Service Requested"?
It is the system telling you it is processing your feature request, i.e. transferring a call, call back, conference, etc.
My phone use to divert to voicemail when phone was not answered, now it just keeps ringing, why is that and how do I fix it?
Try "Call Diversion No Answer" on the line that keeps ringing - Press line that keeps ringing, press * 2 1 #. Have someone test it with you. If it still does not work, call 5000 and tell us you did the "Call Divert No Answer" and we'll look into it.
My phone use to divert while I was on the phone, now it just keeps ringing, why is that and how do I fix it?
Try "Call Diversion Busy" on the line that keeps ringing - Press line that keeps ringing, press * 2 2 #. Have someone test it with you to see if it goes to voicemail. If it still does not work, call 5000 and tell us you did the "Call Divert Busy" and we'll look into it.
Network Questions show...
I have an office work station plus I teach a class, can I get a network cable to use when teaching in the classroom?
Yes, fill out the TNS Ethernet Cable Request Form at http://www.humboldt.edu/tns/net.php. Click on the form, print the form, fill it out and fax it to TNS x6161. In future should you need more than the one cable they can be purchased from TNS x5000.
My computer isn't working, what should I do?
Check to confirm it is still plugged in and turned on, if so reboot. If this doesn't work, contact your ITC for level one troubleshooting. For level two troubleshooting your ITC should contact TNS x5000 and we will create a trouble ticket. Information TNS will need is jack number your computer is plugged into, the Operating system used plus PC or Mac address MAC (Media Access Controller) physical address.
Voicemail Questions show...
What is the difference between accessing voicemail by dialing 6999 or 4867?
No difference other than the number, use whichever is easier to remember.
How do I get a voicemail password reset?
Voicemail "owner" can call x5000 and request a reset or Key Advisor, Dean or Chair can authorize via email for a specific requestor.
I am on a shared mailbox, how do I access my mailbox?
Steps to access a shared mailbox are as follows: Dial 6999 or 4867, when the system asks you for password, press STAR key (*) then system will ask for your mailbox number (ie.61032) enter that and the system will ask for your password again, enter your password and you should be in.
How do I check my voicemail from off campus?
Dial 826-6999 or if long distance 866-826-6999. when the recording answers, press STAR key (*). When the system prompst you, enter your mailbox number, your extension (if shared enter extension plus box) then when prompted, enter password again.
How do I transfer a call directly into a person's voicemail (Digital Phone) while caller is on line?
Press open Access line & dial 6999; when recording starts, press ** (star key twice). When system asks for mailbox number, enter person's extension or full mailbox number if shared mailbox, then press the Transfer key.
How do I transfer a call directly into a person's voicemail (Analog Phone) While caller is on line?
Press Flash key, this puts caller on hold & opens new line; dial 6999. When recording starts, press ** (star key twice), when system asks for mailbox number, enter person's extension or full mailbox number if shared mailbox, then hang up.
Key Advisor Questions show...
What is a Key Advisor?
This is your department's primary point of contact for Telecommunication & Network Service needs (phone and network). This person is authorized to make additions changes or deletions to services in your department. If the Key Advisor is out, authorization from Department Deans, Chairs or Directors are acceptable.
Why am I Key Advisor?
Your Department's Dean, Chair or Director has selected your for this roll.
Can there be more than one Key Advisor in a Department?
No, only one Key Advisor is allowed per dept.; however, there may be multiple depts. assigned to the same Key Advisor.
What is expected or required of the Key Advisor?
The Key Advisor is responsible for submitting Service Requests for moves, adds, changes and deletion of services plus checking the monthly TNS billing reports (unless assigned to another by your Dean, Chair or Director). View privledges can be assigned to another as appropriate for the purpose of monitoring the dept. budget and identifying and resolving billing discrepancies (this must take place within same year to correct).
Will a Service Request Form serve to change a User on a phone and will it update the Online Directory?
Yes, mark 'User Update' or 'User Update Only' plus enter extension number in 'Published Extension' field and the directory will be updated.
How can I check my 'Phone Setup' information?
Go to 'Phone & Data Locations' option under Current Services on the Key Advisor web page. Make a selection from the draw-down list. Click on the four digit extension for Service Detail which also provides Building and Room numbers.
What is the TNS process for Employee Updates and Exiting Employees?
When a person leaves a position AND we are notified via the Separating Employee Clearance process, TNS will contact the Key Advisor regarding the Employee's extension and voicemail. If there is a replacment coming soon, TNS will wait for Key Advisor to send a Service Request for User Update. If no replacement is due, TNS can replace user name and voicemail with generic department labels.