Telephones

Telephones

IT Services provides a managed fixed telephony service enabling internal and external communications which is available to all staff and research postgraduate students who have dedicated office space.

Features

  • Supply, configuration of line, and installation of fixed telephones in UoA offices in all University buildings.
  • Each telephone has a dedicated four digit extension number and can be called directly from outside the University.
    Extension numbers starting with 2, 3 & 4 (predominantly at Old Aberdeen, Marishal and The National Decommissioning Centre) are prefixed with +44 (0)122427 for incoming external calls.
    Extension numbers starting with 7 or 8 (predominantly at Foresterhill and ASV) are prefixed with +44(0)122443.
  •  All four digit extension numbers in all ranges can be dialled internally from each other directly without any prefix.
  • A small number of University staff in some buildings at Foresterhill have an NHS provided five digit telephone extension starting with a 5 and prefixed +44 (0)12245 for external calls. Calls between these five digit numbers and all University four digit numbers can be made using the prefix 76.
  • There are generally two different types of handset provided:
    • The standard telephone handset is a Mitel caller display telephone with full two way hands free speech and will be a Superset 4025, 5312 IP Phone or a 5340 IP Phone (see display telephone guide).
    • An analog, non-display telephone (see analog telephone guide) and line may be provided as standard in certain buildings or on request for conference or cordless telephones.
  • Standard telephones come with dialling access to local and national numbers but can be adjusted on request from a Departmental Administrator to allow calls to mobile and international numbers.
    All extensions are barred from dialling premium rate numbers but are allowed access to Emergency Services (999 and 112).
  • Pick up groups can be set to allow users in a shared office to answer each other’s calls.
  • Hunt groups can be set to allow a group of users to be called via one number.
  • Unified Messaging (Voicemail) is available to all users if requested and can be accessed by dialling 4444.
  • The Department/School requesting this service is responsible for all associated costs – see University Telephone Network Charges for details.
  • Audio Conferencing: Please see the conference calls tab for a list of conferencing options some of which are:
    • The standard Mitel display telephone handset has hands free speech which allows you to conduct a two way hands free conversation at your desk or in a small meeting room with one or up to 7 external parties.
    • A range of audio conferencing equipment is available for larger groups; please contact Media Services for further information.
    • If you need to host conference calls, with external parties dialling in, your Skype for Business account can be enabled for BT MeetMe dial in access.
  • University Main Switchboard Operator service:
    • Handles all incoming calls to the main University telephone number during normal business hours.
    • Verifies and updates University telephone directories.
  • To find an internal extension number, please contact the University switchboard by dialling 0 from your desk phone, or  +44 (0) 1224 272000 from off campus. Alternatively, search Outlook's Address Book.
  • For external directory enquiries, please search www.thephonebook.bt.com.
  • For fault reports, queries, or to request telephone moves or other changes, please contact the Service Desk.

 

Mobile Phones

Corporate Mobile Devices

Corporate mobile devices and services must be purchased through IT Services. The service is provided to the University by Daisy Group Plc who use Vodafone as the network carrier. In addition to providing free calls between all University mobile and landline telephones, we have purchased monthly bundles of calls, texts and data for use in the UK and abroad based around our actual usage over the previous 12 months. Connection to the service  is charged at a fixed monthly cost in arrears at the rates shown on the current tariffs information sheet.

The cost of the telephone/device is not included in the monthly charge and these can be purchased at any time during the contract period at the prevailing discounted cost. A list of devices and prices is available on request.

If you need to use your mobile device abroad, please refer to our guide to Travelling abroad with mobile devices before you travel.

Users MUST notify IT Services as soon as is practically possible of any lost or stolen devices so appropriate actions can be taken to prevent any possible fraudulent activity or data security breaches. Please also advise IT Services of any transfer of devices between colleagues.

Services include:

  • Connection to the mobile provider’s network, currently Vodafone
  • 4G data connection - see Vodafone UK-coverage-map
  • A selection of basic telephones for calls and text only
  • SIM only connections for diallers and iPads/Tablets
  • A range of Windows, Android or iOS smartphones from the models offered by the current provider
  • USB dongles/data cards for laptops
  • Configuration of University supplied devices for wireless network connection, email, calendaring and contacts access via Microsoft Exchange - see our Wireless Guides
  • Arranging for device repairs, upgrades and replacements
  • Managing billing, ensuring call charges are attributed to the appropriate ledger code

Insurance cover for lost, stolen or damaged mobile devices is not included in the current tariffs.

To request a new connection, new device, change or cancellation, or to report a lost, stolen or faulty mobile device please contact the IT Service Desk:

Personal Mobile Phones

Note: The University will not reimburse you for hiring, leasing or purchasing such equipment of your own.

Costs for occasional ‘work’ calls (but not line rental or equipment costs) made on personal mobile devices may be claimed back on expenses (these must be supported by an itemised bill, with the relevant calls highlighted); however, overuse of this facility will be deemed as a deliberate attempt to circumvent the above requirements. See the Mobile Telephones Section of the University Expenses and Benefits Policy.

Privately Owned Devices and MS Exchange

You can use privately owned iPhones, Androids, and Windows Mobiles to connect to Microsoft Exchange for Outlook email, calendaring and contacts. See our Wireless fact sheets for guidance on configuring your device.

Blackberry

We do not currently support Blackberries - beyond our usual best efforts policy - as they do not interface directly with the Exchange server. This means that it is not possible to offer the same level of service (eg push email, calendaring etc) as with devices such as Windows mobiles, iPhones and Androids.

It may be possible to interface the device with the user’s PC so that they can update their calendar and contacts via a USB cable, and to obtain email via the web interface or a secure IMAP link. If neither of these options work, we can set up mail forwarding to an external account readable via the device.

Please note: We can only offer this additional service at our discretion, and timescale to complete will depend on competing priorities within scope of roles and responsibilities.

Voicemail

Voicemail at the University is part of the Mitel telephone system. It is available on all University four-digit telephone extension numbers and we can make adjustments for shared telephone extensions and for anyone who has more than one telephone extension.

Note: Voicemail is not automatically enabled but is available on request via the IT Service Desk – https://myit.abdn.ac.uk, or servicedesk@abdn.ac.uk.

Setting up voicemail

After we have created your voice mailbox you will receive confirmation including a default passcode and instructions on how to personalise your mailbox.

You must follow the instructions in the Voicemail First time set up guide and complete ALL three set up steps otherwise callers will hear an anonymous generic greeting and may not be confident that they’ve reached you.

Voicemail user guides

  • Forwarding calls
    When your voice mailbox is created, callers are automatically diverted to voicemail by default, either when you’re on another call or if you don’t answer within six rings. However, you can switch diverts off and on by changing the divert options on your office phone.
  • Receiving and listening to messages
    When a caller leaves a message, you will receive an email notification with the voice message attached. If you share a phone, you may have a flashing lamp on your phone instead.
  • Access voicemail and passcode reset
    You can access your mailbox to listen to messages or reset your passcode from any phone.
  • Changing your greeting and name
    Change the greeting your callers will hear.
Conference Calls

Telephone Conference Calls

Standard Telephone

You can use your standard telephone to initiate a conference call with up to 7 external parties.

All models of the standard Mitel caller display telephone have full two way hands-free speech, enabling you to have a loud speaking conversation in your office or small meeting room.

Other loud speaking telephone devices for larger rooms with more than around 10 people are available from Media Services .

Dial in conferencing

If you need to conference with more external parties or they need to dial in, we recommend you use Microsoft s Audio Conferencing for Skype for Business.

Note: Audio Conferencing is not automatically enabled for University of Aberdeen Skype for Business accounts, but is available on request via the IT Service Desk – https://myit.abdn.ac.uk, or servicedesk@abdn.ac.uk.

 

  • All Skype for Business meeting invitations sent from an enabled account will have the Join by phone instructions appended to the signature at the bottom of the invitation. This includes:
    • the local UK Nationalaccess number - this is a London number (+442034436327)
    • a link to local International access numbers, if your callers are outside the UK
    • the conference ID number - for security, this number is dynamic and will be different for each meeting
  • Participants have the ability to join the meeting using Skype for Business or to dial in from a telephone.
  • The organiser also has the choice to join by Skype for Business or by telephone.
  • Find out more about using the Audio Conferencing dial in service on Microsoft s Skype for Business support page.
  • There is no setup fee or ongoing monthly cost to the end user for this service; call costs are met by IT Services.

We do not recommend other third party Conference bridge services such as PowWowNow, Conference Genie, etc. This is due to high costs, international access, and support.

For further information, or to have your Skype for Business account enabled for Audio Conferencing dial in access, please contact the IT Servicedesk – https://myit.abdn.ac.uk, or servicedesk@abdn.ac.uk.

Office Moves

Moving Office?

If you or your team are planning to move office, whether to a different room in the same building or to a different building altogether, don’t forget that your PC and phone extension will be moving with you and that both will need to be reconnected to the University network from your new location.

Here’s how you can help us make sure your move goes as smoothly as possible and with minimum disruption to your work.

PC/Phone Move Request process

  1. Complete our online PC/Phone Move Request Form - you will be prompted to login using your University username and password.
  2. Complete the form fields as appropriate, making sure you provide all the requested information.
  3. Submitting the completed form will automatically log a call with the IT Service Desk.
  4. You will received an automated response including a unique call reference number and summarising your request.

Based on the information you provide, we will contact you to confirm the move date and make sure you are reconnected that day.

Telephone Directory

If you have moved or taken over someone else's desk and find your name is not against the telephone extension you are using, please call the telephone switchboard operators who will make the necessary changes to the telephone and online directory.