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IT Service Desk
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- ITS Voice Services Rates & Features
- Voice Mail
- Telephone Orders
- Telephone Billing Questions
- Telephone Repairs
- Frequently Asked Questions
ITS Communications & Computing Services (C&CS) offers a variety of services to the University community, including digital telephones, IP telephones, voice mail, interactive voice response, advanced call center systems, and videoconferencing services. C&CS operates, manages, and maintains the University's telephony systems.
ITS Voice Services Rates & Features
Depending on which phone model you have, please see either ITS Voice Services: Schedule of Fees (Avaya Phones) or ITS Voice Services: Schedule of Fees (Cisco Phones) for a schedule of communications services and associated fees (link will open a new window).
For any services not listed, please contact ITS C&CS Business Services via e-mail at firstname.lastname@example.org for pricing and options.
NYU's voice mail systems provide an easy-to-use messaging service for recording and distributing voice messages via telephone. The voice mail system is available twenty-four hours a day, seven days a week. Messages can be retrieved via touchtone phone from anywhere in the world. See the Voice Mail section for more information.
Please see Requesting a new telephone, headset, cord, or other equipment for information about requesting new equipment.
Telephone Billing Questions
If you have questions regarding equipment or long distance billing, please contact your school or Communications Representative. If you do not know who your Communications Representative is or need immediate assistance, please call ITS at 1-212-998-3333 and select option 2 for assistance.
Please see Requesting repairs or service to telephone equipment for information about broken or malfuntioning equipment.
Frequently Asked Questions
Below are answers to some of the most frequently asked questions about the telephone-related services offered by ITS. For model-specific frequently asked questions, please see either the Cisco FAQs page or the Avaya FAQs page.
If I receive a call for someone else, can I transfer the call directly to the person's voice mail?
If you receive a call for someone else on your personal line, you will not be able to transfer the call directly to another person's voice mail.
Why do I get a dial tone when I press some buttons on my phone?
This means you have bridged appearances of other NYU extensions on your phone. If you press a bridged appearance on your phone and get a dial tone, you can use this extension to make an outgoing call. The call will originate from that bridged appearance and not from your personal line. You can answer calls for other people by pressing the bridged appearance of the line that is ringing.
How do I re-record the name associated with my voice mail?
For information on how to re-record the name associated with your voice mail, see Recording the name the system uses to identify you.
How do I re-record the greeting for my voice mail?
For information on how to re-record voice mail greeting, see Changing your Greeting.
I forgot my password to log into my voice mail box. Can you check it for me?
Please see Resetting a forgotten voice mail password for instructions.
When people call me, it doesn't go to my voice mail, but my phone keeps ringing.
If incoming calls are not going to voice mail, call ITS Client Services at 1-212-998-3333, select option 2, and a representative will troubleshoot the problem.
How do I make an international call?
Please see the long distance dialing instructions on the Dialing Instructions page.
How do I send an international fax?
Please see the fax instructions on the Dialing Instructions page.
Can you tell me if a jack is activated?
You can plug in a registered computer to see if the jack is activated. Or you can call ITS at 1-212-998-3333 and select option 2. A representative will ask you for some information. If you need to submit an ITS Communications Request Form, ITS will guide you through the process.
What is the number to this phone?
Please see Determining a phone's extension or number for instructions.
How do I set up a videoconference?
Please visit www.nyu.edu/its/videoconferencing for more information on videoconferencing services.
I have no dial tone and no lights are lit on my phone. I have checked that the connection from my phone cord to the beige port of the jack is secure.
If your phone has no dial tone and none of its lights are lit despite the phone cord being securely connected to the beige port of the jack, call ITS at 1-212-998-3333 and select option 2 to troubleshoot the problem.
If the dial tone does not return, a technician will be dispatched to your location.
I need a longer mounting cord, or the head of my mounting cord is broken.
If you need a longer mounting cord or a replacement mounting cord, you can call ITS at 1-212-998-3333 and select option 2.
There is static on phone, my headset hearing cuts in and out, or my handset cord is too tangled.
If you are experiencing phone audio problems or your handset cord is tangled, you can call ITS at 1-212-998-3333, select option 2, and speak to a representative about initiating a repair.
My phone is forwarded to another extension. Can you tell me the extension?
If your phone is forwarded to another extension and you would like to find out what the extension is, please call ITS at 1-212-998-3333 and select option 2. A representative will assist you in determining the number to which your phone is being forwarded.
My message light isn't working properly. Can you fix it?
The message light will light up when there are new voice mail messages in your voice mail box. If you are having issues with the message light, you can call ITS at 1-212-998-3333, select option 2, and a representative can troubleshoot your phone. In some cases, you will have to clear all the messages in your voice mail box.
How can I change the name associated with my extension?
Please see Changing the name associated with an extension for instructions.
My phone doesn't ring, or bridged appearances on my phone don't ring.
If your phone doesn't ring or bridged appearances on your phone don't ring, please check the ringer volume on your phone by using the volume (arrow) buttons on your set, if you have them. Also, if you are using a 2500 model analog phone, please check that the ringer has been turned on; there should be a switch on the side or the bottom of your set for current models. If the problem persists, please contact ITS at 1-212-998-3333, select option 2, and a representative can troubleshoot the issue over the phone. If the problem requires a technician to change the hardware, a representative will dispatch a trouble ticket.
I have a problem with my broadband cable TV service.
If you are experiencing a problem with your broadband cable TV service, please call ITS at 1-212-998-3333 and select option 2 to report the issue.
I can make outgoing calls, but when people try to call me the calls are sent straight to my voice mail or forwarded to another extension. How can I deactivate this?
If incoming calls are being sent straight to voice mail or forwarded to another extension, you have either Send All Calls or Call Forwarding activated. Send All Calls sends all your calls to the next point of coverage (usually your voice mail) and Call Forwarding forwards all your calls to another extension. To deactivate Send All Calls, lift the handset and dial #3. To deactivate Call Forwarding, lift the handset and dial #2.
How do I request new voice and/or data services for an unused jack?
Please see Requesting new voice or data service for an unused jack for instructions.
How do I make a conference call from my phone?
How many people can I have in a conference call?
Do you provide speakerphone units for conference calls?
ITS will loan out speakerphone units (Polycom audio conferencing units) for conference calls. There is a form you can submit to reserve a unit. Please call ITS at 1-212-998-3333 and select option 2, and speak to a representative.
Page last reviewed: April 29, 2012