Division of Information Technology

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Frequently Asked Questions

VoIP telephones

Students

How do I call external telephone numbers from Residential student telephones?

Students can make external calls from the VoIP telephones in their Residential rooms using a Telstra Phoneaway card. These are available for purchase from any campus minimart or campus shop. Phoneaway cards are available in amounts of $5, $10, $20 and $50.

To make an external call dial 411 to access the Phoneaway card service, enter the PIN on the card and then dial as normal.

Other brands of phone cards may also be used by dialling the applicable 1800 number on that card and following their instructions.

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How do I call Residential student telephones from off campus locations?

In order to dial a student from outside CSU, you must know their internal extension number. Once you do, it’s a simple matter of dialing the campus residential number then following the prompts.

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Where can I find information on PhoneAway call charge rates?

PhoneAway cards are provided by Telstra and this information can be found on their PhoneAway Call Rates page.

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How do I change the ringtone on my VoIP telephone?

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Is there a quick reference sheet for the VoIP telephones?

Yes there is a quick reference sheet available for the VoIP telephones.

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How do I reset my Voicemail pin?

Please contact Student Central to request your Voicemail pin be reset. You will need to provide your name, telephone number and room number to have this done.

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Staff

How do I know what type of CSU VoIP telephone I have?

The easiest way to identify the phones is by the screen and size

IP330 IP560
CSU IP330
Smaller of the two, 4 line, non-backlit display, greyscale		 CSU IP560
Larger of the two, large backlit display mainly blue in colour.

Model number is also found on the back of the phone, in the centre, on a black sticker under the heading “Model:”

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How do I log in and out of CSU VoIP telephones?

A CSU VoIP telephone needs you to log in to make external calls. This is similar to logging into your PC as it identifies you are using the CSU VoIP telephone (not someone else) and assigns your telephone number and your dialling privileges to the telephone. The ability to login to means you can use someone else’s CSU VoIP telephone and have your telephone number and dialling privileges assigned to that telephone whilst using it

Log in

Log out

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How do I make calls from CSU VoIP telephones?

To call internal numbers

To call external numbers

Use your preferred dialling method to dial the number BUT DO NOT USE A LEADING ZERO.

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Why can't I make external calls from my CSU VoIP telephone?

If when you dial a telephone number you hear a recorded message that says “I’m sorry this station does not have the appropriate dialling privileges to make this call”

  1. The CSU VoIP telephone has been logged out or
  2. The number does not have the required privileges to make that type of call eg international

To log into the CSU VoIP telephone

If the CSU VoIP telephone is already logged in the number does not have the appropriate dialling privileges. Ask your budget centre manager or their nominated representative to log a job with the IT Service Desk to provide the calling privileges you require (eg STD or International).

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Why isnt my CSU VoIP telephone receiving calls?

If DND (Do Not Disturb) is enabled a caller will be put straight through to Voicemail without the telephone ringing. If enabled on a CSU VoIP telephone Do Not Disturb will display on screen. Turn DND off by pressing Menu -> Features -> Do Not Disturb then press Menu to exit the Menu.

If enabled through Voicemail system, Dial 99 for Voicemail then Option 5, then Option 1, then select your current status from the prompts. (1 is available)

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How do I start using my new CSU VoIP telephone? (Provisioning)

Your CSU VoIP telephone must be provisioned before you can use it. This is usually done by DIT so you are ready to start using it. If advised to provision or reprovision your telephone please follow these instructions.

This process will make a CSU VoIP phone your default phone. If you are not logged into any other station calls to your number will be sent to your default station.

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How do I teleconference using CSU VoIP telephones?

  1. Dial the initial party (or receive a call from)
  2. Press Confrnc
  3. Dial the number to Conference with
  4. Press Dial
  5. You will now be connected to the person you just dialed but not the first participant
  6. To connect the first participant to the teleconference press Confrnc again
  7. To put the original call on hold and talk to this person only, press Split

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How do I setup call forwarding on a CSU VoIP telephone IP330?

Call forward can be setup to

  1. Menu
  2. Features
  3. Forward
  4. Select the type of forwarding
  5. Press the tick with Contact selected
  6. Enter phone number and press OK
  7. Press down and press the tick
  8. Press left and right to go from enabled to disabled and press the tick over the one you would like to select
  9. Press Menu
  10. Select Yes to save settings
  11. Forwarding is now enabled/disabled for that mode.

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How do I setup call forward on a CSU VoIP telephone IP560?

Call forward can be setup to

  1. Forward
  2. Select the type of forwarding
  3. Enter phone number and press Enable
  4. Forwarding is now enabled/disabled for that mode.

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How do I transfer a call from a CSU VoIP telephone?

There are two forms of transferring calls. One allows you to call the person being transferred too to speak to them first (Normal), the other allows you to just send the call off to another party (Blind).

Normal Transfer

  1. Press Trnsfer soft button
  2. Press Normal (or just dial a number)
  3. Press dial, this will call the 2nd party
  4. Talk to the 2nd party then select Trnsfer to transfer the original party through, this will disconnect you from both parties

Blind Transfer

  1. Press Trnsfer Soft Button
  2. Press Blind
  3. Dial the number you wish to transfer too
  4. Press Dial. The call will be transferred and will disconnect you from both parties.

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How do I setup or listen to my voicemail?

Initial setup

Change your Password

Record your Message

From the main menu

How do I know when I have voicemail?

Voicemail - Getting my messages

If your message light is blinking and/or you screen indicates that you have messages.

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How do I send my calls straight to Voicemail?

If you are making a call and you know the person you are calling is on the CSU VoIP telephone you can leave a message by following these steps

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How do I setup my CSU VoIP telephone for the Voicemail system?

Voicemail

The new Voicemail system integrates closely with your email inbox. Your voice messages will show up as emails in your email inbox and can be listened to from there (PC speakers or headphones required) as well as from your CSU VoIP telephone.

To access your messages from YOUR CSU VoIP telephone

To access your message from Outlook

To access your Voicemail from someone else’s phone

To access your Voicemail from a telephone outside of the University

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My CSU VoIP telephone displays setup and has recorded voice when picking up handset?

The word Setup displays where the persons telephone number should be. A recorded message plays when user picks up handset saying “Welcome to the provisioning setup menu your CSU VoIP phone has not yet been provisioned."

Log a request with the IT Service Desk to have your telephone provisioned.

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My CSU VoIP telephone is displaying "Network Link is down"?

If display of CSU VoIP telephone says “Network Link is down” a

Switching the network cable to the correct port will usually fix the issue. If switching ports on the CSU VoIP phone does not solve this, a job will need to be logged to the Service Desk.

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Unable to disable Do Not Disturb on a CSU VoIP telephone?

If your telephone is showing as ‘Do Not Disturb’ and you cannot turn the status off your telephone is most likely not logged in.

IP330 Phone

To log in to your telephone

IP560 Phone

To log in to your telephone

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How can I access calls to my extension number on a different phone?

Logging in to another extension

Logging out of another extension

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How do I turn on the ‘Out of office’ message?

To activate your ‘Out of Office’ greeting you first need to record it. To Record your greeting follow these steps:

You next need to turn it on when you are leaving the office. To do this follow these steps:

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How do I view missed/received/outgoing calls?

To view missed calls on Voip IP330 telephone follow these steps:

Press the 'Menu' button:

To view missed calls on Voip IP560 phone follow these steps:

Press the 'Directories' button and select:

OR

Press the 'Menu' button and select:

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