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IT Service Desk
10 Astor Place, 4th Floor
1-212-998-3333
Fax: 1-212-995-4040
telephone.service@nyu.edu
- 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
Please see ITS Voice Services: Schedule of Fees 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 telephone.service@nyu.edu for pricing and options.
Voice Mail
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.
Telephone Orders
Most departments have a Communications Representative who will complete the ITS Communications Request Form detailing the work to be done. If you are a faculty or staff member and you do not know who coordinates telephone work for your school or division or if you have other questions about the order process, please call ITS at 1-212-998-3333 and select option 2 for assistance.
Orders will not be accepted without proper authorization, whether it is an authorized signature and/or budget information depending on the request.
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.
Telephone Repairs
If your telephone is not functioning properly, please call ITS at 1-212-998-3333 and select option 2 to report the problem. Repairs are usually completed within one business day of reporting the trouble.
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 the Voice Mail page.
How do I re-record the greeting for my voice mail?
For information on how to re-record voice mail greeting, see the Voice Mail page.
I forgot my password to log into my voice mail box. Can you check it for me?
If you forgot your voice mail password, it can be reset. ITS is unable to view your personal password. Contact your department Communications Representative and have them submit an ITS Communications Request Form to authorize a password reset. The form will have to have the department's Communications Representative's signature. There is no charge to reset a forgotten voice mail password.
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?
Determining the phone number associated with your phone depends on the model:
For Cisco IP phones, the unique extension is displayed in the top-right corner as an 11-digit telephone number.
For most Avaya digital phones, the unique extension can be found on the first three buttons on the left side of the phone. If you have an Avaya display phone, you can verify the unique number by pressing the Inspect button. If you have an Avaya 8410D model digital phone or an Avaya 8434D model digital phone, the Inspect button will be found when you press the Menu button near the top of your phone. If you have an Avaya 2420 model phone, the Inspect button is the last button on button page 3. If you have an Avaya 2500 model analog phone, call another NYU phone with a display, and your phone's unique extension will be displayed.
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?
If you would like to change the name for your extension, please contact your department Communications Representative to submit an ITS Communications Request Form.
If an ITS Communications Request form was submitted for the name change and it was programmed incorrectly, call ITS at 1-212-998-3333 and select option 2 to speak to a Representative about getting it corrected.
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?
If you'd like to request new voice and/or data services for an unused jack, your department's Communications Representative should fill out an ITS Communications Request Form, then scan and e-mail it to its.csc.sr@nyu.edu.
Orders will not be accepted without proper authorization, whether it is an authorized signature and/or budget information depending on the request.
How do I make a conference call from my phone?
The directions for making a conference call vary based on the type of phone you have. Please refer to either the Avaya Functions page or the Cisco Functions page.
How many people can I have in a conference call?
The number of people you can have in a conference call varies based on the type of phone you have. See either the Avaya FAQs page or Cisco FAQs page.
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 16, 2012