MSUM Telephone System

Overview

Information on installation of phone lines and inquiries regarding phone service at MSUM.

The IT Help Desk coordinates the installation of phone lines and responds to inquiries regarding phone service for offices and departments. Please direct your questions to the IT Help Desk.

Students who reside on campus should contact the Housing Office for telephone service.

702 Communications, Moorhead, provides the signal for our telephone system.

Telephone Instructions See More

Instructions for Using Your Nortel Meridian Digital Telephone

Place Calls

For internal calls, lift the receiver and dial the 4 digit extension number.
For external calls, lift the receiver and dial 9 + the number.

Transfer

To transfer a call, press TRANS while connected to party 1. Party 1 will be put on hold automatically. Dial the 2nd party, and as soon as the phone starts to ring press CONNECT to send the call thru. (You may also remain on the line after dialing the 2nd party and announce the call to them, then press CONNECT).
The TRANS button will not appear unless you are on a phone call.

Conference

You may conference up to 6 parties. While connected to party 1, press CONF and dial the 2nd party. When they answer, press CONNECT to bring all parties together. To add additional parties, repeat the process.

Forward

To forward your phone to another, leave the handset down and press FORWARD. Dial the extension number to forward to. Press DONE or OK to complete. To cancel, press CHECK FW then CANCLFW then OK or EXIT button. (Depending on which telephone you have).
To forward to voice mail: Dial 7000 (Caller will not hear a ring but go directly to your voice mail).

Auto-Dial

To store one frequently dialed number per Autodial key, press Autodial and enter 9+ the number or a 4 digit extension to store. Press Autodial a second time.
To use lift the receiver for dial tone and press the Autodial button.
(Depending on the model of telephone you may need to press SHIFT to see the autodial buttons.)

Park

Park allows you to put a call on hold in the system, so that it may be retrieved from any other phone. To use: while on the phone call, press the PARK key. In the display window you will see a park number. Press the OK key and the call is now in the system. To retrieve the call from any phone in the building, pick up the receiver and dial the park number.

Message

To retrieve voice mail messages from your phone, pick up the receiver and press the MESSAGE key. Proceed with voice mail log-on.

Last No. Redial

With handset off hook, press extension key once.
With handset on hook, press extension key twice.

Pickup

To pickup another ringing telephone that is in your pickup group, lift the receiver and press PICKUP key.

System Speed

To access the system speed list, lift the receiver and dial ________ followed by the appropriate code for the location you wish to reach.

Speed Dial

To store # do not lift the handset. Press the SCCNTL key and dial the 2 digit code. Dial the number to store (9+ the number for external calls)

Voicemail Instructions See More

Forgot your voice mail password? Contact IT Help Desk remove the existing password so you can create a new one.

The default voice mail time is three minutes. You can increase it to ten minutes upon request.

PBX Call Pilot - Simple Steps

What is it?
A system that assigns each user a voice mailbox that can be used to store and retrieve phone messages.

How does it work?
A caller either reaches your mailbox because you have forwarded your calls to voice mail or dials into or is transferred to your mailbox via Express Messaging.

How do I get in the system?

Call CallPilot:
Internally (On-campus): dial 7000
Externally (Off-campus): dial your own seven-digit phone number, once answered, enter 81, then follow the prompts.
Enter your Mailbox number (only the last four numbers), then #. This will always be your extension number.
Enter your password, then #. The first time only, enter 12 + your extension number #.

How do I set up my mailbox?
Once you are in the system:

Press 84 to change your password.
Listen to hear the instructions. You should change your password from your 6-digit password to a number you will easily remember, but that others will not guess. Do not use your phone number or simple combinations like 1234. This insures only you can access your mailbox. Your new password must be a minimum of 4 digits. When the system prompts you to enter your OLD PASSWORD, enter 12 + your extension number, #.
Press 82 to record your greetings.
Press 1 to record an external greeting.
Press 3 to record a temporary greeting.
Press 5 when you are ready to record.
Press # to stop.

**These recordings should be done the first time you enter your mailbox. Do not record an internal greeting

How do I review my messages?

Dial 7000 to get into the system.
Enter your Mailbox number, then #.
Enter your password, then #.
To play your messages, press 2.
To skip to the next message, press 6. To go to the previous message, press 4.
To move backward 5 seconds, press 1. To go ahead 5 seconds, press 3.
To send a copy of the message to someone else, press 73. Address the message, then press 79 to send it.
To send a reply, press 71.
To delete the message, press 76. All old messages will be automatically deleted in 14 days.
To exit Meridian Mail, press 83 at anytime.
Pres 81 to login to your mailbox.
Press 72 to listen to the date/time stamp.
While reviewing a message, press 9 to exit voice mail and call the sender.
Press # to complete a step and/or to end a recording or skip a greeting.
Press 85 to setup Distribution Lists.

How do I forward my calls to voice mail?

Press *72 + 7000, to forward your calls directly to voicemail. This is for when you are away from your desk or on vacation. This way it won't ring at your desk, it will go directly to voicemail.
Press *73, to get your calls back.

How do I create a custom operator?
A custom operator is set as the option to hit "0" for immediate assistance. This is usually the front desk number or the number where there is going to be a person there at all times.

Dial into your mailbox.
Listen to the greeting, press 8* for Mailbox Commands.
Press 0, for Mailbox Options
Press 1, for Custom Operator.
Enter the four digit number you would like to designate as your operator, followed by the # sign.

How do I use express messaging?
To leave a message using Express Messaging:

Dial 7001.
You will hear "Express Messaging to Mailbox?"
Dial the extension number of the person to receive the message and the # sign.
You will hear the name assigned to the mailbox and then "Please leave a message following the Tone".
Leave your message and then hang up.

How do I by-pass the greeting on another persons phone?
Press the # sign.

Three Way Calling See More

Three-way calling instructions for analog phones enable a person on an existing call to add a third party to the connection.

To add third party to your conversation:

Depress switchhook once to get dial tone.
Listen for dial tone.
Dial number for third party.
When called party answers, depress switchhook once. Three-way call is established.

Important Reminders Regarding Three-Way Calling:

Upon completion of a three-way call, it is necessary for the person who initiated the call to depress the switchhook twice—once to restore the station with the original call and second to disconnect the consulted party. If this is not done, the consulted party is not able to receive or initiate a call for approximately eleven seconds. An attempt to initiate a call before this time interval reconnects the consulted party with the existing call.
On a three-way call, if the third party disconnects, the call will continue. It is necessary, however, for the controlling station (station user who initiated the three-way call) to depress the switchhook once to disconnect the third party. If this is not done, the third party is not able to receive or initiate a call for approximately eleven seconds. An attempt to initiate a call before this time interval reconnects the third party with the existing call.
On a three-way call, if the second party disconnects, the call will continue. However, the second party is not able to receive or initiate a call for approximately eleven seconds. An attempt to initiate a call before this time interval reconnects the second party with the existing call.

Telephone Equipment Request & Features See More

How to Purchase Telephones (Models/Features/Cost)See More

The University's contract with Diversified Networks includes the use of Nortel digital phone equipment. You can request purchasing a new digital phone by contacting the IT Help Desk. If you decide to use analog phones, you can buy them from an outside vendor such as Office Max, Radio Shack, etc.

Tip for analog phone purchase: Consider purchasing analog phones with a voice mail indicator light. Otherwise, you will hear a clicking noise when you lift the receiver notifying you of voice mail messages. Our phone tech will need to activate the light feature before you use the phone.

Features: You decide what features you would like installed on your phone. Voice mail, message waiting, and unified messaging (connecting voice mail to email) are available for both analog and digital phones at no additional cost. You may also select from the list of additional features below. To set up unified messaging, contact Information Technology.

There are three Nortel Meridian digital models available for purchase: M3902, M3903, and M3904.

Selecting Additional Features for Digital Phones

The features listed below must be activated by the PBX technician. Please request them when you purchase your phone. Not all features listed in the Phone Reference guide you received with your Nortel phone are available.

A note about Call Log

M3903 and M3904 contain a Call Log, which records the name and number of incoming and outgoing calls. M3903 Call Log list holds up to 10 entries for incoming calls in the Callers List and 5 entries for outgoing calls in the Redial List. M3904 Call Log list holds up to 100 entries for incoming calls in the Callers List and 20 entries for outgoing calls in the Redial List.

Additional Features:See More

Call Forward

Allows you to direct your calls to ring at another line. This is useful if you need someone else to answer incoming calls while you're absent, rather than directing them to voicemail.

Call Pickup

Allows you to pick up a call from any telephone in the same Pickup Group. The Pickup Group must be established prior to activating this feature. For example, everyone in a reception area might need to be able to answer all phones. To establish a call pickup group contact the IT Help Desk.

Conference

Allows you to set up a conference call for up to six people (including yourself). You will be able to press a conference key while you are on a call and add other callers to your conversation. This feature might be utilized in an interview situation or for a conference call with other colleagues.

Call Waiting

Allows you to put current call on hold while you answer an incoming call. Otherwise, the incoming call will go to voicemail.

Auto Dial

Allows you to dial one specific telephone number automatically. Keep in mind that if you use a line for this purpose, you can't use it for any of the other features above. Note: M3904 can accommodate 10 auto dial lines, in addition to the six features that can be added.

Conference Calls and Speakerphone CheckoutSee More

The IT Help Desk has three speakerphones available for checkout to University offices. Please contact IT Help Desk to request a speakerphone.

If you have a Nortel digital phone, you may conference up to 6 parties. While connected to party 1, press CONF and dial the 2nd party. When they answer, press CONNECT to bring all parties together. To add additional parties, repeat the process.

For calls involving more than 6 parties, 702 Communications will help you set up the call. REQUIRES 48 HOURS ADVANCE NOTICE.

FAQ

How do I dial international calls?

If your department coordinates an overseas study program, contact the IT Help Desk. You'll be assigned a security code to use for making calls related to the program.

How do I move my phone line?

When moving existing extensions email your request to the IT Help Desk, be sure to indicate the type of phone (digital or analog), room numbers, e.g., move Ext. XXXX from Room XXXX to Room XXXX.

How do I get a new phone line or extension setup?

If setting up a new extension, make sure there is a phone jack at the location. If not, contact the IT Help Desk.

Send your requests to the IT Help Desk include the name of the employee, the room number, and the account number that will pay for the extension and the type of phone (digital or analog) they will be using.

My phone is dead, what should I do?

If a phone isn't working, it may be a phone problem, rather than a phone line problem. Try plugging another phone into the outlet first. If it works, you know that you need to replace the phone. If you have a digital phone, try disconnecting the phone for at least 15 seconds to reboot it.

The display screen on my phone is blank, what should I do?

Disconnect your phone for 15 seconds to reboot it.

What should I do if I forgot my voicemail password?

Contact the IT Help Desk to remove the existing password so that you can create a new one.

What should I do if I dial 7000 to get into my voice mail and nothing happens?

Try disconnecting the phone for 15 seconds to reboot it. After you reconnect you'll be able to access your voice mail. You do not lose messages when you do this.

What should I do if I can't pick up calls from other phones that ring in my office area?

You need to activate the call pickup feature. Contact the IT Help Desk. Tell them your extension and the extensions you want included in your call pickup group.

How is my phone bill calculated?

The cost per extension is averaged out over all phones used at MSUM and is calculated quarterly. Business Services sends a quarterly statement to departments for each extension. Long distance statements are sent out once a month.

Can I checkout a speaker phone for a conference call?

The IT Help Desk has three speakerphones available for checkout to University offices. Please contact IT Help Desk to request a speakerphone.

For calls involving more than 6 parties, 702 Communications will help you set up the call. REQUIRES 48 HOURS ADVANCE NOTICE.

What do I use for directory assistance?

For off-campus directory assistance please use one of the following websites switchboard.com or dexonline.com. For MSUM directory assistance please use the Directory.

If more assistance is needed

Incident Request: If you still need help with something not working as it should or have questions, please contact the IT Help Desk or create a ticket using the "Incident Request" button on this page, or if there isn't one included then you can initiate it from the home page.

Service Request: A formal request from a user for something to be provided, information, advice, a standard change or access to an IT service, navigate to the Service Catalog to find the service you specifically would like to request.

0 reviews

Help Desk Incident

Details

Article ID: 4803

Created

Wed 5/10/23 9:11 AM

Modified

Tue 4/9/24 10:56 AM

Related Services / Offerings (1)