Frequently Asked Questions
Telephony VoIP phones
Students
Staff
- How do I know what type of CSU VoIP phone I have?
- How do I log in and out of CSU VoIP phones?
- How do I make calls from CSU VoIP phones?
- I am Unable to make external calls from my CSU VoIP phone?
- Not receiving calls to your CSU VoIP phone?
- How do I start using my new CSU VoIP phone? (Provisioning)
- How to conference from CSU VoIP phones?
- How do I Setup Call Forward on CSU VoIP phone IP330?
- How do I Setup Call Forward on CSU VoIP phone IP560?
- How do I Transfer a call from a CSU VoIP phone?
- How do I setup or listen to my voicemail?
- How do I send my calls straight to voicemail?
- How do I setup my CSU VoIP phone for the voicemail system?
- My CSU VoIP phone displays Setup and has recorded voice when picking up handset?
- My CSU VoIP phone is displaying "Network Link is down"?
- Unable to disable Do Not Disturb on a CSU VoIP Phone?
- How can I access calls to my extension number on a different phone?
- How to activate ‘Out of office’ Greeting?
How do I call externally from Residence phones?
Students are able to dial externally using a Telstra phone Away card. These are available for purchase from their campus minimart or shop.
To use the cards, the student needs to dial 411 to access the phone Away card service, enter the PIN on the card, then dial as normal.
Other brands of phone cards may also be used by dialing the applicable 1800 number on said card.
phone Away cards are purchasable in amounts of $5, $10, $20 and $50.
How do I dial Student phones from outside CSU?
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.
- Bathurst – 02 6338 6600
- Wagga – 02 6933 7500
- Thurgoona – 02 6051 8800
- Orange – 02 6365 7200
How do I know what type of CSU VoIP phone I have?
The easiest way to identify the phones is by the screen and size
 |
 |
| 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. |
How do I log in and out of CSU VoIp phones?
Logging on to the CSU VoIP phone needs you to log in to it. This is similar to logging into your PC in that it identifies that you are using the CSU VoIP phone (not someone else) and assigns your dialling privileges and phone number to the phone. This is also useful for being able to use someone else’s CSU VoIP phone and have your dialling privileges and phone number on that phone for a time
- To log in dial 981 and press the dial button
- When prompted enter you extension number + your password(Pin) and #
- To log out dial 982 and press the dial button
- When prompted enter you extension number + your password(Pin) and #
How do I make calls from CSU VoIP phones?
To phone internal numbers:
- Dial their 5 digit number, then lift the receiver (or push the speaker button)
- Or lift the receiver and dial the number
- Or dial the number and press the DIAL button.
To phone external numbers
- There is no longer a requirement to put a 0 in front of externally dialled numbers to get an outside line.
Use your preferred dialling method to dial the number
BUT DO NOT USE A LEADING ZERO.
I am Unable to make external calls from my CSU VoIP phone?
A recorded message when trying to dial any number
“I’m sorry; this station does not have appropriate dialing privileges to make this call”
- User is not logged into the CSU VoIP phone
- Number does not have privileges to make that type of call. (e.g. international)
To log into the CSU VoIP phone –
Dial 981
When prompted, enter your station number + password/pin and #
If logged into the CSU VoIP phone, that number does not have appropriate dialing privileges. Log a job to the Service Desk to have block lifted.
Not receiving calls to your CSU VoIP phone?
A CSU VoIP phone is called, and the caller is put straight through to voicemail. DND (Do Not Disturb) is enabled
If enabled on CSU VoIP phone (Do Not Disturb will display on screen), go to Menu -> Features -> Do Not Disturb then press Menu to exit menu again.
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)
How do I start using my new CSU VoIP phone? (Provisioning)
All new CSU VoIP phones are deployed to your desk with a generic setup configuration installed. Your CSU VoIP phone needs to be provisioned before you can use it. 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.
- When prompted select to provision by user (option 2).
- Enter phone number extension followed by # (i.e. xxxxx#)
- Enter 4 digit pin followed by # (i.e. xxxx#)
- Once your CSU VoIP phone is provisioned it will automatically reboot and restart with your phone number on display
How to conference from CSU VoIP phones?
- Dial the initial party (or receive a call from)
- Press Confrnc
- Dial the number to Conference with
- Press Dial
- You will now be talking to the person you just dialed ONLY
- To conference in the original person, press Confrnc again.
- To put the original call on hold and talk to this person only, press Split.
How do I Setup Call Forward on CSU VoIP phone IP330?
Call forward can be setup to
- Always Forward
- Forward when no answer
- Forward when busy (i.e. DND or away status)
- Menu
- Features
- Forward
- Select the type of forwarding
- Press the tick with Contact selected
- Enter phone number and press OK
- Press down and press the tick
- Press left and right to go from enabled to disabled and press the tick over the one you would like to select
- Press Menu
- Select Yes to save settings
- Forwarding is now enabled/disabled for that mode.
How do I Setup Call Forward on CSU VoIP phone IP560?
Call forward can be setup to
- Always Forward
- Forward when no answer
- Forward when busy (i.e. DND or away status)
- Forward
- Select the type of forwarding
- Enter phone number and press Enable
- Forwarding is now enabled/disabled for that mode.
How do I Transfer a call from a CSU VoIP phone?
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
- Press Trnsfer soft button
- Press Normal (or just dial a number)
- Press dial, this will call the 2nd party
- Talk to the 2nd party then select Trnsfer to transfer the original party through, this will disconnect you from both parties
Blind Transfer
- Press Trnsfer Soft Button
- Press Blind
- Dial the number you wish to transfer too
- Press Dial. The call will be transferred and will disconnect you from both parties.
How do I setup or listen to my voicemail?
Initial setup
- You can access voicemail at any time to change your message or change your password by doing the following
- Dial 420
- Press the Dial button
- You will be asked for your phone number and your password - if your phone number is 12345 and your password is 0000 you would enter 123450000#
- Your initial password will be 0000
Change your Password
- From the main menu
- Select option 5 – Personal options
- Select option 3 - Change your password.
Record your Message
From the main menu
- Select option 5 – Personal options
- Select option 5 – Personal Prompts
- Select option 3 – Record Standard Greeting
How do I know when I have voicemail?
- The "Message" light will flash.
- Your screen will also show that you have messages.
Voicemail - Getting my messages
If your message light is blinking and/or you screen indicates that you have messages.
- Dial 420
- Select the Dial button
- You will be asked for your phone number and your password - if your phone number is 12345 and your password is 0000 you would enter 123450000#
- Then Select option 1
- Follow the prompts
How do I send my calls straight to voicemail?
If you are making a call and you know that the person you are calling is on the CSU VoIP phone you can just leave them a message by following the steps below:
- Make the call as you normally would
- Press 1 before the phone call is answered
- When the call picks up at the other end press 1 to go directly to the voice mail
- This means that you won’t have to wait for their message to finish before you speak
How do I setup my CSU VoIP phone 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 phone.
To access your messages from YOUR CSU VoIP phone
- Dial 99 and press the DIAL button.
- Once connected to the voicemail system follow the prompts.
To access your message from outlook
- Open the message and double click on the message attachment.
To access your voicemail from someone else’s phone
- Dial * then at the “thank you for calling” prompt Dial 99.
- At the prompt enter your extension number and password (PIN) and #.
- Once connected to the voicemail system follow the prompts.
To access your voicemail from a phone outside the university
- Dial the closest number from the following list
02 633 86600 (Bathurst)
02 688 57490 (Dubbo)
02 636 57200 (Orange)
02 605 18800 (Thurgoona)
02 693 37500 (Wagga) - At the prompt enter 99
- At the prompt enter your extension number and password (PIN) and #.
- Once connected to the voicemail system follow the prompts.
My CSU VoIP phone displays Setup and has recorded voice when picking up handset?
Setup displays where the persons phone number should be. A recorded message plays when user picks up handset saying “Welcome to the provisioning setup menu” CSU VoIP phone has not yet been provisioned.
If Residences – Log to Residences queue for ResNet officer to provision phone If Staff – Log a job to Service Desk to have your phone provisioned
My CSU VoIP phone is displaying "Network Link is down"?
If Display of CSU VoIP phone says “Network Link is down” This is caused by:
- Network cable is plugged into PC port instead of LAN port
- Network is having issues thus phone is not connected
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.
Unable to disable Do Not Disturb on a CSU VoIP Phone?
If your phone is showing as ‘Do Not Disturb’ and you cannot turn the status off, your phone is probably not logged in.
IP330 Phone
To log in to your phone:
- Dial 981 and then press ‘Dial’
- At the prompt enter your phone number followed by your ‘pin’ number and press # This should fix the problem.
IP560 Phone
To log in to your phone:
- Dial 981 and then press ‘Dial’
- At the prompt enter your phone number followed by your ‘pin’ number and press # This should fix the problem.
How can I access calls to my extension number on a different phone?
- Your ‘login ID’ is the number assigned to your user identity (Your extension number)
- In most cases this will also be the number displayed on the phone in your office
- If you log in to a handset in a different location you still use your assigned extension number as the ‘Login ID’, NOT the number on the handset at the different location
- Above is really only required if you are going to want to receive calls from your extension to where you are currently situated (eg. Working half day in another section)
Logging in at another extension
- Dial 981
- At the prompt enter your extension number and your PIN code followed by the # button
- You will hear a message to say you are successfully logged in
Logging out of another extension
- Dial 982
- At the prompt enter your extension number and your PIN code followed by the # button
- You will hear a message to say you are successfully logged out
How to activate ‘Out of office’ Greeting?
To activate your ‘Out of Office’ greeting you first need to record it. To Record your greeting follow these steps:
- Dial ‘99’ to go to voicemail
- Choose option 5 – ‘Manage personal options’
- Next, choose option 5 – ‘Manage Personal Prompts’
- Then choose option 1 – ‘to record your Out of the Office greeting’
You next need to turn it on when you are leaving the office. To do this follow these steps:
- Dial ‘99’ to go to voicemail
- Choose option 5 – ‘Manage personal options’
- Next, choose option 5 – ‘Manage Personal Prompts’
- Next choose option 7 – ‘Activate your Out of the office greeting’