Staff Telephone & Voice Mail Help

Troubleshooting Common Telephone Troubles

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.

If you receive a call on a cover line, bridged appearance, or a call pickup line for the person's extension on your phone, you may press Transfer > *4 > Transfer to transfer the call to the person's voice mail.

How many people can I have in a conference call?

The number of people you can have in a conference call depends on the model of your phone. If you have a 2500 model analog phone, you can conference up to three people including yourself. If you have a digital phone, you can conference up to six people including yourself.

What do I do if my Speaker button keeps flashing?

If your Speaker button on your phone is flashing, follow these instructions:

• If your phone has a Shift button, while the handset is in the cradle, press Shift, let go, and then press Speaker. You will hear a series of tones.
• If your phone does not have a Shift button, press the Speaker button. This will adjust the speaker to the surrounding acoustics and the flashing should end.

The Caller ID is not showing on my display anymore. How can I bring it back up?

If the Caller ID is not showing up on your display anymore, follow these steps to troubleshoot:

If you have an 8434D model digital phone, first, check the power supply to the display. There should be a black or silver power supply box under your desk which plugs into a power outlet. There should also be one wire connecting the phone to the power supply (labeled Phone) and one wire connecting the power supply to the jack (labeled Line in). Make sure all wires are securely plugged in. If you have an 8410D model digital phone, first make sure the wire from the set to the jack is securely plugged in.

Next, for both the 8434D and the 8410D model digital phones, press Menu at the top of your phone. Then press the arrow button under TmDay. Wait a moment until the screen goes back to the Menu page. You should see an arrow appear over TmDay. Press Exit.

If the display still does not work, call ITS at 1-212-998-3333 and select option 2.

How can I get the time to remain on the display of my phone?

If you have an 8434D model digital phone, you can get the time to remain on the display. If you have a 2420 model digital phone, the time is automatically displayed.

If you have an 8434D model digital phone: Press Menu at the top of your phone. Then press the arrow button under TmDay. Wait a moment until the screen goes back to the Menu page. You should see an arrow appear over TmDay. Press Exit. Repeat these steps until the time remains on your display.

If you have a 2420 model digital phone: The time and date should always remain on all three pages of your display. If you are using one of your Softkey buttons, press Exit to view the time and day again.

If you have an 8410D model digital phone: You can check the time by pressing Menu, the button under TmDay and then Exit. However, it won't remain on your display.

My 2500 model (analog) phone doesn't ring when I receive calls or the ring volume is not loud enough.

If your 2500 model (analog) phone doesn't ring or doesn't ring loudly enough, adjust it using the switch on the bottom or side of your phone. You can adjust the Ring volume to Hi, Lo, or Off.

How do I use call waiting on my 2500 model analog phone?

Place the first call on hold in order to accept the second call:

• Press the R or Flash button.
  
• At the dial tone, press *8.
  

You should now be on the second call. Repeat these steps in order to return to the first call.

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 recorded in my voice mail box?

If you would like to re-record the name recorded in a voice mail box, log in to your voice mail box and press 55 in the Main Menu to re-record the name.

When I try logging into my voice mail, I get a message that says: "Login incorrect. Contact administrator for help. Please disconnect." How do I get back into my voice mail?

If you get this message when you attempt to log in to your voice mail, the system has locked your voice mail box. This happens when you exceed the limit of allowed login attempts because the password is entered incorrectly or too fast for the system to recognize. Call ITS at 1-212-998-3333 and select option 2, and we can unlock the voice mail box so that you can try again. If you need to reset your password, contact your department Communications Representative. He or she can 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.

I forgot my password to log into my voice mail box. Can you check it for me?

If you forgot your voice mail password, we can reset it for you. We are not able 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.

How do I make an international call?

To make an international call:

• Dial 9 + 011 + country code + city code + number you are calling + #.
  
• Listen for three quick beeps immediately followed by dial tone.
  
• Enter authorization code.
  

How do I send an international fax?

• Dial 9 + 011 + country code + city code + number you are calling.
• Press the pause button four times.*
• Enter authorization code.
  
  * Most fax machines have a "pause" button. Consult your fax machine user manual for specific instructions. The pauses delay the fax machine's transmission of the authorization code and allows the telephone system time to return the authorization code beeps.

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. We will ask you for some information. If you need to submit an ITS Communications Request form we will guide you through the process.

What is the number to this phone?

Every phone has a unique number programmed onto it. For most digital phones, the unique extension is written on the top left corner of the phone. If you have a display phone, you can verify the unique number by pressing the Inspect button. If you have an 8410D model digital phone or an 8434D model digital phone, the Inspect button will be found when you press the Menu button at the top of your phone. If you have a 2500 model analog phone, you can obtain the unique number to that phone by calling another NYU phone with a display and the extension will show.

Do you provide speakerphone units for conference calls?

We 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 we will guide you through the process.

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 we can troubleshoot your phone. In some cases, you will have to clear all the messages in your voice mail box.

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, you can call ITS at 1-212-998-3333, select option 2, and we can troubleshoot the problem.

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 we can troubleshoot the issue over the phone. If the problem requires a technician to change the hardware, we can 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.

I do not have a Last Number Dialed button or a Redial button. Can I still use this feature?

Even if you do not have a Last Number Dialed button or a Redial button, you can still use the Last Number Dialed feature. At the dial tone, enter the key-prompt *1 to redial the last number dialed.

I have a 2420 model digital phone. The softkey options "SpDial Log Option Label" do not appear on the bottom row of every page of the phone screen.

The Call Center Display mode has been activated. This is the standard setting for a call center agent. If you are not a call center agent and would like to deactivate this feature, press the Left or Right Arrow buttons to scroll to the 3rd page. Press Option, then Display Mode, then the Yes/No softkey until it is set to No, and then press Save.

I have a 2420 model digital phone and I can't tell if I am logged into my call center. How do I log in?

If your phone does not have a button labeled "Login," look for one labeled SD followed by 160 and 5 other digits. This is your login button. (See the label section to learn how to re-label this button.) Once you have pressed this button, you will see a grey indicator arrow next to the button labeled “NotAvail 0.” This means you are logged into the call center but are not available to take calls. To begin taking calls offered to your call center, find and press the button labeled “Available.” Once you press this, a grey indicator arrow will appear next to it and you can begin receiving calls from your call center. Remember, it is very important that you LOGOUT at the end of your shift or business day: simply find and press the button labeled "Logout."

I have a 2420 model digital phone and I don't know what some of these buttons are. What does AuxWork 0 mean? What does Auto In mean?

These are mislabeled call center agent related feature buttons. Please contact ITS at 1-212-998-3333 and select option 2, so that we can correct this. If you are not part of a call center, please contact your department’s Communications Representative to have these buttons removed from your phone. If you do not know who your Communications Representative is, call ITS at 1-212-998-3333 and select option 2 for assistance.

How do I make a conference call?

Dialing instructions to make a conference call may differ depending on the model phone you have. To find instructions for your phone model, visit www.nyu.edu/its/telephone/staff/features.html and click on the icon of the appropriate phone model at the bottom of the page.

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, located at www.nyu.edu/its/forms/communications_form.pdf, then fax this document to 1-212-995-4929.

Orders will not be accepted without proper authorization, whether it is an authorized signature and/or budget information depending on the request.

I have a 2420 model instrument and I don’t know what some of these buttons are. What do “Available,” “NotAvail 0,” “AfterCall” and “Logout” mean?

These are Call Center-related feature buttons. To learn more about these buttons, go to www.nyu.edu/its/telephone/staff/2420.html and visit the section for Call Center Programming.

If you are not part of a Call Center, please contact your department’s Communications Representative to have these buttons removed from your phone. If you do not know who your Communications Representative is, call ITS at 1-212-998-3333 and select option 2 for assistance.

How do I make a conference call from my phone?

If you have a 2500 model analog phone: The conference feature allows you to connect up to three parties, including yourself.*

To add a third party to your existing call:

• Press the R or Flash button.
• Wait for dial tone.
• Dial the number of the party you wish to conference into your existing call.
• When party answers, press the R or Flash button again. Begin 3-way conversation.

To drop the third party from a conference call or to get a new dial tone:

• Press the R or Flash button once.

If you have a digital phone: The conference feature allows you to connect up to six parties, including yourself.*

To initiate a conference call:

• Get the first party on the line.
• Press Conference. The first party is now on hold.
• Dial the number of the new party, wait for an answer and announce the conference call.
• Press Conference again. All parties are connected.
• Repeat previous three steps for each additional conference connection.

To conference a caller you have on hold with a party you are speaking with on another call appearance:

• Press Conference.
• Press the call appearance button of call on hold (first call).
• Press Conference again. All parties are connected.

To drop the last party added to a conference call or to get a new dial tone if you have misdialed:

• Press Drop.

*Note: For a complete list of telephone features for your phone visit www.nyu.edu/its/telephone/staff/features.html and click on the picture of your phone model.

 

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.

 

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. The ITS Communications Request form is available at www.nyu.edu/its/forms/communications_form.pdf.

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.

 

ITS Voice Services Rates and Features

Please click any of the links below to view a schedule of communications services and associated fees. (Link will open a new window.)

• Phone Set/Line Type
• Features
• Installation & Equipment Accessories

For any services not listed, please contact C&CS Business Services for pricing and options.

Page last reviewed: October 27, 2009