IT ServicesStaff

Hardware and Telephone

Frequently Asked Questions

Forwarding calls from your Telephone handset

When working away from your desk or regular place of work it may be useful for you to make and receive calls using University telephone number via another device. The most flexible approach is to use the Cisco Jabber software on a computer, tablet or smartphone, where you'll also be able to make and receive calls your University number, but if this is not possible you can instead forward your calls to any another telephone. 

All telephones in the University have the ability to forward their calls to another University extension. Most phones belonging to staff (i.e. not phones in open access areas, meeting rooms, labs, lecture theatres, etc.) are also able to forward their calls to UK landlines and mobile phones. 

Some things to remember: 

  • There are a number of ways you can set up a call forward, but in all cases it's important to remember that, if forwarding to a number off-campus, you will need to prefix the number with a '9' as for any other external call. 
  • If you hear an error tone from your phone while trying to configure a call forward please contact the IT Service Desk. 
  • Devices with multiple lines can have different call forward settings applied for different lines. 
  • If you try to use Jabber or the web interface as detailed below and you do not see your number listed, or you see someone else's number, please contact the IT Service Desk (222333, it.services@lboro.ac.uk).  

How to forward calls: 

  • From your desk phone 
    Press the soft key button located beneath the label 'Fwd All' on the phone display, you will hear two beeps. Dial the number you wish to forward your calls to, remember to prefix with a 9. You will hear one beep. The display will show the number the calls are being forwarded to. To cancel the call forward, Press the 'Fwd OFF' soft key to switch the function off.  
     
    NB. If you have more than one line configured on your phone you will need to select the relevant line first. 
     
    If none of the other options are available to you, and you don’t have physical access to the phone, you could ask a colleague to do this for you. 
     
  • Using the Cisco Jabber software on a Mac or PC 

If you’re using Jabber on your Mac or PC it needs to be configured to either "Use my computer for calls" or "Use my desk phone for calls". If you have "Disable phone services" selected you won't be able to change any call settings.  

 

Click on the icon in the bottom left hand corner of the Jabber window, click on the "Forward calls to" item and select either "New number". Enter the number you want to forward to and click "Forward". The Jabber window should indicate that your calls are now forwarded and give you the option to click to cancel the forward. 

 

Using the Cisco Jabber software on your smartphone or tablet 
The Jabber software will only function correctly on your smartphone or tablet device if you’ve previously requested this functionality from IT Services. There is no charge, but it must be requested for your user and telephone number. 
With client logged in, tap on your avatar/icon at the top left of the display, tap on "Settings" and tap on "Call Forwarding". Enter the number you wish to forward to followed by "Done", "Save" or "Forward" as appropriate for your software. The "Calls" icon on your client should now have changed, with a redirected arrow symbol above it, to signify the change. Tapping this, followed by "Settings" will give you the opportunity to cancel the call forward. 

Forwarding calls from a PC, Smartphone or Tablet

When working away from your desk or regular place of work it may be useful for you to make and receive calls using University telephone number via another device. The most flexible approach is to use the Cisco Jabber software on a computer, tablet or smartphone, where you'll also be able to make and receive calls your University number, but if this is not possible you can instead forward your calls to any another telephone. 

All telephones in the University have the ability to forward their calls to another University extension. Most phones belonging to staff (i.e. not phones in open access areas, meeting rooms, labs, lecture theatres, etc.) are also able to forward their calls to UK landlines and mobile phones. 

Some things to remember: 

  • There are a number of ways you can set up a call forward, but in all cases it's important to remember that, if forwarding to a number off-campus, you will need to prefix the number with a '9' as for any other external call. 
  • If you hear an error tone from your phone while trying to configure a call forward please contact the IT Service Desk. 
  • Devices with multiple lines can have different call forward settings applied for different lines. 
  • If you try to use Jabber or the web interface as detailed below and you do not see your number listed, or you see someone else's number, please contact the IT Service Desk (222333, it.services@lboro.ac.uk).

 

Using the telephone system web interface 

 
Using a computer on campus, or remotely after running and logging into the AnyConnect VPN client, open https://bell.lboro.ac.uk/ccmuser in a web browser. You should see the following screen; login with your university username and password. 

 

 

Once logged in you'll see a page with all your phones and Jabber clients listed. Click on "Call Forwarding" on the menu on the left hand side. Select the line you wish to configure if there's more than one, tick the "Forward all calls to:" box, select "Add a new number" from the menu and enter the number you wish to forward to. Click "Save" when you're finished. 

 

When you want to stop forwarding calls, simply follow the steps above, clear the "Forward all calls to:" tick box and click "Save" again.

How Do I Access Voicemail?

From your own desk phone press the voicemail button  dial 1575 or 228282, enter your PIN when prompted.

From another University extension dial 1575 or 228282, if prompted for a PIN press # then enter your own ID and PIN when prompted.

From off-campus or by mobile phone, dial 01509 228282, enter your user id and PIN when prompted.

Your user id is your extension number.

How do I Change My Voicemail PIN?

Sign in to your voicemail then follow the menus or press 4, 3, 1 and follow the prompts.

How Do I Check If I Can Dial International Numbers?

Dialling numbers internationally results in considerable costs to the University. As a result, international dialling access is only enabled for a telephone extension number on request through the IT Services Helpdesk.

When international dialling access has been enabled for an extension number, an email notification is sent to the relevant Ops Manager.

You can check to see if international dialling access is enabled for your extension by dialling 900 from your phone. If you hear a recorded message then your extension is not configured for international dialling. If you do not hear a recorded message having dialled 900, then you can continue dialling the rest of the international telephone number you wish to call.

How To Change The Ring Tone On Your Desk Phone?

Press the settings key on your phone , select preferences, select ringtone, scroll through the list and press [PLAY] to hear a ringtone, then press [SET] to select that ringtone.

Press the settings key again to leave the set-up menus.

How To Change The Delay Before Going To Voicemail?

Email it.services@lboro.ac.uk with your name and extension number requesting the change.

The unit for this setting is seconds. The default is 12 seconds, which is around 3 standard rings.

Your email request should state what length of delay you would like.

How Do I Change The Name / Caller-ID On The Phone?

If the name / caller-ID on your handset is displayed incorrectly, log a case with the IT Services Helpdesk and the configuration of the phone can be changed as required.

How Do I Block Unwanted Calls?

We do not provide a call blocking service. We provide caller ID on handsets with a display and recommend users utilise this to screen their own calls.

How Do I Block Outbound CLI?

We do not block outbound caller ID but we can provide an alternative caller ID number. For example: a number of users in an office may want to be able to receive inbound calls directly to their individual extension numbers but would rather display a central helpdesk number for all the outgoing calls they make. This alternative number must be either staffed during office hours or provide an informational recorded message.

How Do I Access Call History?

You can access call history on your phone handset by pressing the “Applications” button:  and selection option 1 (Call History) from the menu.

You can then use the soft keys and the up and down arrow buttons: , to access lists of missed calls or all calls and return a call if required

How Do I Configure Speed Dials, Fast Dials and Personal Directory?

The use of fast dials and personal directories is not supported and beyond the scope of this document. Please contact the IT Services if you require information about fast dials and personal directories.

There are two types of speed dials that you can configure for your phone handset. Speed dial buttons can be configured for your handset, enabling you to dial a specific number by pressing a programmed speed dial button, or by pressing the up and down arrow button  on your phone, scrolling through the list of speed dials and pressing the “Call” soft key to call the number.

Abbreviated dial speed dials allow you to dial specified numbers by simply entering a two digit code on your phone and pressing the “SpeedDial” soft key.

You can configure speed dials for your telephone handset by logging into the CUCM user web interface using your Ad username and password.

To configure speed dials through the CUCM user web interface, select “Device” from the “User Options” drop down menu. Clicking on the “Speed Dials” button will allow you to configure the speed dials you require. When you have finished adding the speed dial information, click on “Save” and then on “Apply Config” to save the changes to your phone.

How Can I Find Internal Numbers?

There are a number of options available for finding internal University extension numbers.

Quickly search the University’s telephone directory, using the Jabber search facility, and then either ring or instant message the person you searched for by clicking the appropriate button.

Another way to search for internal numbers is to use the University’s web directory. Direct your web browser to https://dir.lboro.ac.uk (on campus access only) for an online version of the internal telephone directory.

For off campus business or personal numbers, www.thephonebook.bt.com has a search facility.

You can also use your phone handset to search for internal extension numbers.

Press the book key on your phone and select ‘Corporate Directory’. Enter as much of the first and last names as possible.

Press the [SEARCH] key.

A list of 1 or more names and numbers should appear, scroll down the list until the correct one is displayed and press the [DIAL] key.

If the correct result does not appear, dial 100 for the University Operators.

How To Answer Another Extension?

See under Pick-Up Groups

How do I report a fault?

Email it.services@lboro.ac.uk or phone (01509)222333.

We will need your name, the extension number, your location and a description of the fault with a rough idea of when the fault first occurred.

Please also state if it is your extension that is faulty or if you are reporting it on behalf of another person.

What is the Telephone Fair Use Policy?

The Telephone Fair Use Policy is in place to ensure telephony services remain open and usable by all users.

You can read the policy here: Telephone Fair Use Policy

Cisco Jabber

It appears like phone calls are being made, but you cannot hear or speak to anyone.

This is typically because Jabber is set to control your office desk phone and not the computer you are working at.

This setting is changed by using the small icon of a computer with a headset or telephone icon at the bottom of the Jabber window. This will allow you to set which device will be used for calls.

You will need to select “Computer” or “Use my computer for calls” to be able to use your computer’s headset and microphone for telephone calls.

Underneath “Use my computer for calls” you may also see 'Audio Options...' if you are using a headset you may need to select this to change your preferred audio output and input device.

How Do I Change My Presence Status In Jabber?

Show other users if you are available to be contacted. Your status is automatically updated if you are on the phone or in a meeting and you can also configure custom status messages.

To change your availability status, click on the status button and select the required status from the drop-down list.

You can set up to three custom status messages for each availability state.

To insert a new status message, click in the status message field and add your new status message.

Jabber For iPhone, iPad And Android Devices

You can use your iPhone, iPad or Android devices with Jabber to make and receive voice and video calls as though you are using your deskphone.

You can download the necessary Cisco Jabber apps from the Apple and Google App Stores.

Please be aware that Jabber for iPhone/iPad and Jabber for Android are subject to application management by the device and may be hibernated without your knowledge. The client will be unable to receive calls or messages when in this state and, as such, we do not recommend it be relied upon for receiving calls.

The Jabber for iPhone/iPad and Jabber for Android services have to be enabled as required by an individual user. If you require them enabling for your extension number then please contact IT Services on 01509 222 333 or by email it.services@lboro.ac.uk

Persistent Chat Room Administrators, Moderators And Members

  • Administrators – The member of staff that created a chat room is automatically assigned the role of administrator of the chat room. The administrator has complete control over the chat room and can add moderators and members to the list. The administrator can also delete the list if required.
  • Moderators – Chat room moderators are assigned the role by the administrator of a chat room and have the permissions to approve the requests from members of staff to become members of the chat room. They do not have the permissions to approve other moderators of a chat room or delete a chat room.
  • Members – Members of a chat room are able to participate in chat room discussions only. They do not have permissions to allow access to the chat room for other members of staff.

Who Can Create Persistent Chat Rooms?

Any member of staff at the University is able to create Persistent Chat Rooms within Jabber. The list of chat room names and descriptions is searchable by ALL members of staff so names and descriptions should always be appropriate and informative. Use of the chat rooms comes under the University’s Acceptable Use Policy and other relevant properties.

Can I Assign A Password To A Persistent Chat Room?

The administrator of a persistent chat room can add a password to the chat room if required, by opening the chat room and clicking on the “Edit Room” icon. Clicking on the “Password” button will give the option to enter a password for the chat room. By enabling the password option, all members will need to enter the shared password before they are able to enter the chat room.

Can I Limit The Number Of People That Can Be In A Chat Room?

The administrator of a persistent chat room can limit the number of concurrent users that can have a chat room open at the same time. The default number is 50 concurrent users, but it may be necessary to either increase or decrease this figure. Opening the chat room and clicking on the “Edit room” icon, will give the chat room administrator the option to enter a new “Room participant limit” as required (up to a maximum value of 999).

How Can I Tell Which Other People Are Available For A Chat Room Discussion?

The chat room member list will show a user the Jabber status of other members of the chat room. If required, the user can then select to contact an individual user directly by double clicking on their name on the list. This will open another Jabber window. The two chat room members can then communicate directly through Jabber without the conversation being shared with all members of the chat room.

Can I Start A Conference Call With Chat Room Members?

When two or more members of a chat room are online in a Jabber chat room at the same time, there is the option available to start a conference call between all of those chat room members by clicking on the button at the top of the chat room member list.

Jabber Chat Room Guide Windows 7

 

It should be noted that this feature isn't available to Mac users.

Can I Use Persistent Chat Rooms On My iPad, iPhone Or Android Device?

Persistent Chat Room functionality is only available through Windows PCs and Macs. There is at present, no option for using Persistent Chat Rooms through Jabber on Android devices, iPads or iPhones.

Can I Use Jabber Off-Campus?

If you work from home, or somewhere where there is access to the Internet, you can use Jabber to make voice and video calls using your PC, Mac, laptop, tablet or mobile phone as though you are using your deskphone. This depends on the device on which you are using Jabber being equipped with a suitable webcam and microphone.

The Jabber services that will be available to you off-campus will depend on the speed of your connection to the Internet and how many other active users are sharing the available bandwidth. As the level of available bandwidth increases, so does the quality of the audio and video calls made using Jabber.

Although it isn’t necessary to connect to the University’s VPN to make use of Jabber when off-campus, if the screen sharing and file transfer features of Jabber are required, then a connection to the University’s VPN will be required.

Unable to login to Jabber from off-campus?

If you are unable to login to Jabber from off-campus and receive an error saying "Cannot communicate with server" then please reset your Jabber client and follow these instructions: 

To reset Jabber, you first will need to sign out of Jabber by clicking on your initials on the top left of the Jabber window followed by clicking on “Sign Out”.

 

Once signed out you will be shown the login screen.  Click on “Reset Configuration”.

 

 

Next you will be taken to the Jabber login screen.  Proceed by logging in by entering your Loughborough University AD username followed by “@lboro.ac.uk” and click on “Sign in”.

 

 

Fault Reporting

Email it.services@lboro.ac.uk or phone (01509)222333.

We will need your name, the extension number, your location and a description of the fault with a rough idea of when the fault first occurred.

Please also state if it is your extension that is faulty or if you are reporting it on behalf of another person.