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General Questions about the Project

Questions about the Features of the New Telephones

Critical and Essential Phone Lines

Technical Questions

General Questions about the Project

Why did we replace the telephones?

The previous telephone system at the University of Leicester was 27 years old and it was in need of renewal. The new phones offer many immediate improvements and they also allow us to take advantage of unified communications features in the future; linking computer communications with the telephones.

Who manages the new telephone service?

IT Services manage the telephone service so any comments you wish to provide on the new service should be addressed accordingly.

Does the new service cost departments more?

The project was centrally funded to provide a replacement telephone service. If departments had requirements over and above this they may have been expected to contribute.

Who supports the new telephone system?

All queries or problems with the new telephone service should be reported to IT Services. IT Service Desk ext 2253.


Questions about the Features of the New Telephones

Has my phone number changed?

No, your phone number will remain the same.

Has my voicemail changed?

No, but the service has been enhanced by sending voicemail messages to your email. Voicemail PINs were also changed to a standardised 6 digit format.

Can I have voicemail?

All staff with a new phone were automatically given voicemail. If you haven’t already, you can set up your new voicemail by following the instructions on the Quick Reference guide provided with your new phone.

Can I hold conference calls?

You can host your own conference calls through your phone by manually calling up and including other participants while a call is in progress. For more information please see our Training video on conference calls.

When making calls, are staff extension numbers visible?

If your call is to another University extension, and they have a display, they will see your name and number. If your call is outside the University (i.e. external), your number will be withheld.

How can I transfer a caller to voicemail so they can leave a message for someone?

  1. Inform the caller that you are going to transfer them to voicemail and that they will need to enter the extension number of the person they want to leave a message for.
  2. Select Consult from the menu and press OK.
  3. Enter 1700 for the extension number and press OK.
  4. When you hear the call transferred to voicemail, replace your handset.

If I put someone on hold, will they hear music?


Can I have a different ring tone for internal and external calls?

No, the new phones do not provide different ring tones for internal and external calls. However the display gives Caller Display from which you can judge whether the call is internal or external. All calls from University extensions will show up as four digit extensions.

Can I program keys to dial numbers that I use frequently?

Yes there are hotkeys available beside the screen which you can either program as numbers or as functions. See the program smart keys link section of the project website for more information.

I would like to make changes to the default user settings on my handset – such as altering the brightness of the screen or altering sound settings. How do I do this?

This can be done through Menu->Settings->User option. You will need a personal password PIN which can be obtained through the IT Service Desk.

Can I access a directory for stored phone numbers through my handset?

You can store frequently used numbers in your own personal directory through the Menu > Personal option. There is also a Menu > Corporate option offered on the handset but this is not currently used by the University.


Critical and Essential Phone Lines

What are Critical Phone Lines?

Devices in this category include fire alarms, intruder alarms and phones defined as safety critical phones. Devices in this category are life or safety critical and are solely dependent on the telephone system for the critical service they provide.

Critical Phone Lines are are:

  • Intruder alarms
  • Fire alarms
  • Emergency phones
  • Building Management Systems - critical
  • PDQ (special case because of PCI DSS)

What are Essential phone lines?

Devices in the essential category include lift phones, lab phones, refuge phones, lines for personal attack buttons, Building Management Systems, monitoring lines for freezers or environmental monitoring. For these devices it is important that they have reliable telephone service. The differentiator between critical and essential is for devices in the essential category the telephone system is not life or safety critical because other procedures exist removing sole reliance on the phone element.

Essential phones lines are:

  • Lift phones
  • Panic buttons
  • Lab phones
  • Refuge phones
  • Building Management Systems - essential environmental monitoring (fridge monitoring etc)
  • Auto diallers (unless they are for critical services)

There will be a full audit of the telephones in each building.  Working with the building users, Estates and Safety Services, phones like those listed above will be identified and agreed before any new arrangements are made.

What are the Plans for emergency phones

The proposal is for critical and essential lines such as emergency phones to be provided in a slightly different way to standard desk phones because of the nature of these lines. For critical phone lines additional equipment and circuitry will be implemented to provide a higher degree of resilience to electrical problems or network equipment failure.


Technical Questions

What technology does the new service use?

The new service uses Voice-over-IP (VoIP) technology that use a data network to connect to a voice server, rather than using the traditional wired telephone network.

Do fax machines work with the new system?

Fax machines should continue to work using the traditional wired telephone network. There may be some exceptions to this depending on the age of your fax machine and in these cases ITS will find a solution.

What will happen if we have a power failure?

In most circumstances the majority of phones will fail. However to ensure health and safety we will be consulting with Estates/Building management to determine the appropriate provision of devices that fall into the critical category such as emergency phones. The locations and owners of these phones will be determined prior to the installation and communicated to staff. Please see our Critical Phones section.

Is the sound quality be better with the new telephones?

The sound quality on calls between the new phones is noticeably better resulting in clearer and crisper audio than previously.

Does the PC need to be on for the telephone to work?

The PC does not need to be turned on for the telephone to work.

Do the text phones for the hearing impaired still work?

Current text phones were retained rather than replaced and they continue to function as normal.

Do analogue devices work with the new system?

The old telephone network has remained and, by special arrangement, some existing analogue devices are usable through this service. This is limited to faxes, emergency phones, text, lab and wall mounted phones.

Can I use my old headset with the new phone?

The new phones have a different-looking socket to the old phones but the headsets should still plug in. It can be a little difficult to plug the headset in, so if it doesn’t work try unplugging the headset and plugging it in again. If it still doesn’t work, contact the IT Service Desk on 0116 252 2253.

How do I request a new headset?

You should contact the IT Service Desk on 0116 252 2253 (or email

Please check with your department for a charge code as the cost of purchasing the headset will be charged back to your department.


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