Charles Sturt University
Charles Sturt University

Voip

User Guides and Frequently Asked Questions

What types of telephones are available?

The easiest way to identify the phones is by the width of the phone and screen size.

IP330 telephoneIP560 telephoneVVX501 Enhanced Workspace Telephone 

IP330 (Standard telephone)
4 line, greyscale backlit display

Quick Guide for IP330 Telephone

User Guide for IP330 Telephone

IP560 (Enhanced telephone)
Large, greyscale backlit display

IP560 - User Guide

VVX501(Enhanced telephone)
Suitable for staff with high call volumes
or the need for advanced button configurations
e.g. school secretaries/Admin assistants.

Note - A conference telephone (IP6000) is available upon consultation with the CSU Computer Shop. For more information, see IP6000 quick guide

Model number is listed on a black sticker in the middle of the back of the phone (under the heading Model).

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How do I log in and out?

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

  • To log in dial 981 and press the dial button
  • When prompted enter you extension number + your PIN(password)  and  #

Log out

  • To log out dial 982 and press the dial button
  • When prompted enter you extension number + your PIN (password)  and  #

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How do I change my phone password (PIN)?

Your phone password is your 4 to 15 digit PIN which you use to login to your phone to make calls and allows you to listen to voicemail and perform phone configuration tasks.

You can change your phone PIN using your phone handset menu or through the desktop interaction client.

A hard to guess PIN is important to protect your privacy and prevent unauthorised access to your phone. If you have an easy to guess PIN you may be vulnerable to malicious or criminal use of the phone extension.

We strongly advise that you do not use sequential number such as 1234, 1111, etc.

Changing your password using your phone handset

  1. Login to your phone by dialling 981 and press the dial button
  2. When prompted enter your extension number + your phone password (PIN) + #.
    Example: Extension 32250 would be 32250xxxxx# (where xxxxx is your current PIN).
    You have now logged in.
  3. Hang up the phone and dial 99 to access voicemail options
  4. Press 5 to manage your personal options
  5. Press 3 to change your password
  6. Enter your new password followed by #
    Example: To set a new password of 5489 you would enter 5489#
  7. For verification enter the password (PIN) again and press #
    You have now completed changing your password

Changing your password using Interaction Desktop

  1. Open Interaction Desktop on your computer
  2. From the File menu, select Change Password
  3. In Old Password, enter your current PIN
  4. In New Password, enter your new PIN
  5. In Confirm New Password, type your new PIN again
  6. Click the Change button

If you have forgotten your phone PIN, contact the DIT service desk. The service desk can reset your PIN and email it to you as required.

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How do I make calls?

To call internal numbers

  • Lift the handset and enter  the 5 digit extension number

To call external numbers

You must be logged in to make calls to external numbers.  If you are not logged in you will hear the message I'm sorry this station does not have the appropriate dialling privileges to make this call. After this message it will prompt you to login.

  • Lift the handset and enter  the required number

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Why can't I make external calls?

If you hear a message saying "I'm sorry this station does not have the appropriate dialling privileges to make this call":

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

To log into your CSU VoIP telephone:

  • Dial 981
  • When prompted, enter your station number + password/PIN and #

You will then receive a message stating that you are now logged in to the system and be able to make your external call.

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 (e.g. STD or International).

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Why doesn't my telephone ring when people call?

If DND (Do Not Disturb) is turned on calls will go straight to voicemail. Your phone will not ring at all.

When it's turned on  Do Not Disturb displays on the screen.

To turn DND off using the phone menu

  • Press  Menu
  • Press Features
  • Press Do Not Disturb
  • Press Menu to exit the Menu

To turn DND off using the voicemail system

If turned on using the voicemail system

  • Dial 99 for Voicemail
  • Select option 5 then option 1
  • If you wish to set yourself as available press 1 otherwise select your preferred option

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How do I teleconference?

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How do I setup call forwarding from my phone?

  1. Dial 99 (enter your extension and PIN if necessary)
  2. Press 5 + 1 to change your current state to 'Forward'
  3. Select 5 to add a forwarded number

Additionally, you can setup call forwarding using the interaction desktop client on your computer.

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How do I transfer a call?

There are two ways to transfer calls. The first  allows you to speak to the person before transferring the call to them (Normal), the second  allows you to transfer it straight to them (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

  • You can access voicemail at any time to change your message or change your password by doing the following
  • Dial 420
  • 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 is set to 0000 by default, we recommend changing this as soon as possible to prevent the possibility of unauthorised access

Change your PIN

  • From the main menu, select option 5 – Personal options
  • Select option 3 - Change your password (PIN)

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 and your screen will advise  you have messages.

Voicemail - Listening to  my messages

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

  • Dial 420
  • 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#
  • Select option 1
  • Follow the prompts

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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

  • 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 Voicemail
  • This means that you won't have to wait for their message to finish before you speak

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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

  • 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.

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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 on CSU VoIP telephone says "Network Link is down"

  • Network cable is plugged into PC port instead of LAN port or
  • Network is having issues and the telephone cannot connect to it

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

  • 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 telephone

  • 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.

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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 to 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

My computer is ringing instead of my phone. What do I do?

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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:

  • 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'

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How do I view missed/received/placed calls on an IP 330?

If you are in a call you cannot use the arrow shortcut step.

To view missed/received and placed calls on your phone

  • Press the down arrow

If you wish to view your call lists whilst in a call on an IP 330

  1. use Interaction Desktop or press Menu, 1 to select Features, 5 to select Call Lists
  2. select the list you wish to view (1 for Received and Missed Calls , 2 for  Placed Calls)

Received (answered) and Missed (unanswered) calls are distinguished by different pictures on the left hand side of the listed number.  Missed calls show a telephone whereas received calls only show a picture of a handset.

How do I view missed/received/placed calls on an IP 560?

If you are in a call you cannot use the arrow shortcut step.

To view missed calls on your phone

  • Press the down arrow

To view received calls on your phone

  • Press the left arrow

To view outgoing calls on your phone

  • Press the right arrow

If you wish to view your call lists whilst in a call on an IP 560

  1. use Interaction Desktop or press Menu, 1 to select Features, 3 to select Call Lists
  2. select the list you wish to view (1 for Missed Calls, 2 for Received Calls, 3 for Placed Calls)

Can I get a listing of any numbers that have called my phone extension?

Yes, this is available although due to the complicated nature of retrieving this information a written request from your immediate manager as to why this is needed will be required. This request should be lodged via the Service Desk.

If you have the Interaction Desktop software installed on your PC, you will be able to view received calls in the program.

I've requested a new phone extension, do I receive a phone with this request?

Under the VoIP system, a basic digital handset will be included in the monthly phone rental charge (but will remain owned by DIT).

If you require an ‘executive’ handset, you will be required to pay an additional $250.

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