The Telecommunications Department
Estate and Facilities Management

Telephone User Guide - Common Features for all University Phones

Line type
There are two distinct line types for extensions - analogue and digital. These terms relate to the way that the sound signal is transmitted between the telephone and the exchange. Within the exchange and between exchanges, the sound information is always transmitted in digital i.e. digitised form. The phones must be matched to the lines, and there is no way of telling visually if a phone socket is connected to a digital or analogue line. The phone itself might be marked and the only digital phones likely to be found in the University will be Ericsson branded phones and either have LCD displays or a 25 way serial data socket on the back edge. If in doubt, connect the phone, pick up the receiver and listen for the standard dial tone or diverted tone (interrupted). If there is any other sound, immediately unplug the phone. Silence indicates the line is not "live", i.e. is not connected to the exchange.

Answering machines, faxes and modems all need analogue lines.

Digital phones are restricted to one phone only per line number.

Ring patterns
There are three common ringing patterns. An internal call comprises spaced single bursts of tone. A shorter spaced, double burst is used for an external call i.e. one originating outside of the university. The third is short but evenly spaced rings announcing a callback on a previously attempted call.

Different call indications are available on digital phones.

Most phones have volume controls and can be muted.

Note: a phone with a follow-me set up will never ring.

Call transfer
Transferring a call can be done from any phone. Before transferring, tell the caller what you are trying to do as they will be put on hold, i.e. they will hear only silence. Phone the other extension. If the extension answers, explain that you have a call for them and transfer the call. If the other extension does not answer (or does not want the call), return to the incoming call. You can repeat the process to try to transfer to a different extension.

For specific instructions, consult the analogue or digital sections.

External calling
Not all extensions are allowed to make external calls. Only a few are allowed to make international calls. See "Class of service" note. Increased class of service changes need to be authorised by the HOD or HOS.

Business calls:
To make a business call to a number outside the university, key 9 to get an external line [hear dial tone] and key number required. To dial a non-university Brighton number from an Eastbourne site, include the Brighton area code after the 9. If in doubt, use the area code.

Personal calls:
To make a personal call to any number outside the University, key 6 to get an external line [hear dial tone] and key number required. The cost of the call will be billed to the person listed for that extension.

Class of service
Every extension is allocated a Class of Service by the exchange manager. This class determines the range of calls that can be made from that extension. The basic list is incremental:

0. emergency calls and operators only (the minimum facility)
1. add any internal extension (most extensions in "public" areas)
2. add local external calls
3. add national calls
4. add international calls

but other facilities and combinations are possible.

Call waiting
Users are warned of incoming external calls whilst already using an extension; a call waiting tone is added to the existing call. Generally, only external calls dialled directly to a university extension are announced in this way. (An external call when transferred will not trigger call waiting.) There are three courses of action available; the new call can be ignored, the existing call may be terminated by hanging up and answering the new call, or the existing call may be held and the new call accessed. It is then possible to switch between the two calls. The call waiting facility can be removed on request by contacting telecoms by e-mail.

The methods differ between analogue and digital phones.

Callback
If an extension is busy, or does not answer, the Callback facility can be used. Callback (sometimes called ringback, or camp-on) registers when the remote extension has the receiver replaced and informs the would-be caller. If you get a busy tone (engaged) or no answer, key 6 [hear confirmation] and replace receiver.. When the receiver of the extension requested is next replaced (hung up), the system will ring you using the fast callback ring. If and only if you pick up the receiver during the 16 or so rings, the remote extension will be redialled for you. The callback request will remain active for up to 2 hours. A callback to an extension ext can be cancelled by keying #37*ext#. Use #37# to cancel all unactivated callbacks

Note that if you pick up and then replace the receiver on any phone, even without making a call, any callbacks waiting on that extension will be actioned. Thus on returning to your phone you can you can make would-be callers aware that you are back...

Hint:a mnemonic for callback C looks a bit like 6

Abbreviated dialling
Comes in two forms: common and individual, as follows.

Common Abbreviated Dialling
This facility is sometimes referred to as "Short code dialling". The system allows for number translation so external numbers used by many different people can be dialled with short codes. For example, if the number for Network Rail enquiries were to be 9-8765-56789, the exchange could be programmed so that actually dialling 123 places the call. Note this number is fictitious.

Individual Abbreviated Dialling
The exchange can be programmed to store 10 numbers for you, accessed via the 0 to 9 keys on your extension. So if you have (external) numbers you dial frequently, these can be conveniently assigned to a key on your phone. For this service, consult Telecoms.

Additionally, digital phones can use the function keys to store specific numbers to provide single key dialling. This is done by the user.

Redial
To redial the last external call made, irrespective of any internal calls made since, key ***. This will place the same external call, using the same access key (9 or 6) as was originally used. This number is stored by the system and will be the same for all instruments on one extension.

To redial the last number called from an analogue extension, key LR. This will simply repeat the last string of numbers used, for whatever purpose. The number will have been remembered by the instrument, so if there are two instruments "in parallel" on one extension number, the last number dialled could be different for each instrument.

Follow-me (compare divert)
To divert calls temporarily from your number to another extension, lift handset, key *2*ext# [hear diverted tone]. As all calls to your extension will be diverted to the extension selected, the user of that extension should be informed that they may receive your calls. A follow-me will remain active until cancelled. To cancel it, key #2#.

Warning! A phone will never ring while it has a follow-me set.

It is possible to change a follow me destination remotely but it is not possible to initiate it remotely. If you need to set up follow me but you do not know the destination, set it up to your own extension, then from the extension where you want to answer, change it.

To change the follow me destination from the remote extension, key *2*ownext*answeringext#
To cancel the follow-me from the remote extension, key #2*ownext#

Divert
This is an operator controlled facility whereby calls to one extension are diverted to another extension if:

the extension is busy
the extension is not answered

With a divert in operation, the system will alternately ring the intended extension then the optional extension. There is an initial 6 rings then the call diverts. Thereafter 2 rings and divert until the intended extension is used.

If a divert has been set up, its functionality can be altered from the phone as follows:
 *211#   sets divert on no answer
 #211#   stops divert on no answer
 *212#   sets divert on busy
 #212#   stops divert on busy

Group Pick Up
This facility allows any one within a defined group to answer a call to any other in the group. When one of the group handsets rings, pick up the receiver of any other phone within the group and key 8. The call will be routed to you. The groups have to be defined by the exchange manager so please contact Telecoms to configure.

Hint: a mnemonic for group pick up g looks a bit like 8

Hunt Groups
These are extensions set up as a group to which an incoming call will ‘hunt’ to find an extension that is not busy or an extension that has been set up to be found sequentially

The call must be made to the number designated as the ‘hunt’ number for that group. The hunting can be set sequentially, or according to the ‘idleness’ of the extensions. Hunt groups have to be defined by the exchange manager so please contact Telecoms to configure.

Call holding
Putting a call on hold means temporarily switching your phone away from the call, but leaving the call connected at the exchange. This could be done either to make an enquiry call to another extension, or to prevent the remote party overhearing a local conversation.

In its simplest form the phone might have a mute or secrecy button (often built into the receiver) that will simply disconnect the microphone.

Digital and analogue phones use different methods to hold a call.

CLI (calling line identification )
Most service providers now offer a Calling Line Identification function, i.e. the telephone number of the caller. The university therefore receives CLI on most incoming DDI calls and passes this on only to digital phones having numeric displays. Incoming calls via the switchboard or calls where the CLI is not available are displayed as "public".

The accessories sold for domestic display of CLI will not function when attached to the university's system.

A call placed from an extension in the university will send the CLI of the university trunk lines (unlisted), not the DDI or extension number. The recipient will not be able to identify your extension by keying 1471, and will not be able to return the call by keying 3. The telephone companies will still be able to identify the call as coming from the university.

Dialling 1471 from within the university will not work. It will instead attempt to place an internal call to a University extension.

Some answering machines have an auto 1471 facility. Turn it off, please!

DDI (Direct Dial In)
With a suitable prefix most extension numbers can be dialled directly from outside the university. In our case the prefix is 64, so to reach extension 2172 an outside caller would dial (01273)642172. All extensions are DDI reachable.

General Cancel
If you wish to cancel all the call-backs, diverts, features etc. that you have set, you can do this simply by keying #001#. This will cancel all invoked procedures whilst leaving programmed keys unchanged.

Other facilities
Other (system) facilities available include call parking/holding, monitoring other extensions, intercom functions etc. These are generally associated with digital instruments.

Non-standard phones may be supplied for special requirements e.g. amplified receivers, headset operation. These facilities are functions of the instrument, not the system. Read and retain the instruction leaflets. The Telecoms division can give advice about what is available, but note that only standard issue instruments can be supported or maintained by the university.