Telephone, Voicemail, and Directory Support

The Office of Information Technology (OIT) provides telecommunication services to UCI faculty and staff. There are four phone models that OIT supports. Below you will find a comprehensive list of FAQs. If you do not know what type of phone you have, please open a ticket so that we can assist in verifying what phone model you have.

If you need voicemail assistance, please go to the Voicemail Troubleshooting Guide.

Aastra/Ericsson/Mitel (digital phones)

How do I divert calls straight to voicemail or another number?

By default, pressing the Call Divert button will send calls directly to voicemail without ringing. Press the Call Divert button again to turn off this feature.

You can customize this feature to divert after a set number of rings or if you're on the other line.

  • Divert When No Answer (Phone rings 4 times, then diverts)
    1. To activate: Press * 21 #
    2. To cancel: Press # 21 #
  • Divert When Busy (Callers are diverted when you are on the phone and your Accept on Access 2 light is off)
    1. To activate: Press * 22 #
    2. To cancel: Press # 22 #

Note: When pressing the Call Divert button, the call will only go directly to Voicemail if the diversion point it programmed to Voicemail.  Most, but not all, telephones have the call diversion programmed to send calls to voicemail.  If a call diversion is not programmed, the Call Divert button will not work.

We can reprogram the Call Divert button to forward to another telephone number or Voicemail. To request this service, please submit a Telephone Service Request.

If you do NOT have Call Diversion enabled and/or the above instructions do not work, see the next question "How do I forward calls to a different number?".

How do I forward calls to a different number?

You can forward your calls to another on-campus extension using the Follow Me feature.

    • From your desk phone: Press * 2 * followed by the five-digit extension where you want your calls forwarded, and then press #
    • To cancel from your extension: Press # 2 #
    • To cancel from the forwarded telephone extension: Press # 2 * the five-digit extension where your calls are forwarded, and then press #

Use the Remote Call Forwarding to route calls to an off-campus number, such as your mobile phone.

    • To activate from your desk phone: Press * 23 # 9 off-campus phone number #
    • To cancel from your desk phone: Press # 23 #
    • Note: If call forwarding does not work, your phone's calling area may not be supported. You will need to submit a Telephone Service Request.
      • Be sure to request the calling area that matches the area of the off-campus number.
        • International
        • Continental USA: USA, Alaska, and Hawaii calls not included
        • California only
        • Local only: 714, 909, 951, 949
        • Campus only: 949-824-xxxx.

How do I set speed dial?

Mitel/Aastra:

  1. Use the arrow key to highlight Program
  2. Press Select
    •  You will see in the display:
    • Program mode key
    • Ring-type
  3. Press the function button to be programmed
    • You will see in the display:
    • NameKey
    • 1-20 digits
  4. Press the phone number to be stored
    • Note: If the answering point is an external number, enter 9+external extension number
  5. Press the same function button again
  6. Press Exit

Ericsson:

  1. Press Program button
  2. Press the function button you wish to program
    • You will see in the display:
    • NameKey
    • 1-20 digits
  3. Press the phone number to be stored
    • Note: If the answering point is an external number, enter 9+external extension number
  4. Press the same function button again
  5. Press Program button

How do I change the incoming ring option on my phone?

Mitel/Aastra

  1. Use the arrow key to highlight Program
  2. Press Select
    • You will see in the display:
    • Program mode key
    • Ring-type
  3. Press the line button to be programmed
  4. Press number of ring option (see below)
  5. Press the line button again
  6. Press Exit
    • Ring options:
    • 0 = Silent (flashing light only)
    • 1 = Normal ringing
    • 2 = Delay then normal ringing
    • 3 = 2 quiet rings then just flashing light
    • 4 = Delay then 2 quiet rings then just light
    • 5 = (not in use)
    • 6 = Automatically connects to speakerphone

Ericsson

  1. Press Program button
  2. Press the Access 1 button on the phone
  3. Press the ring option you would like (see below)
  4. Press Program button
    • Ring options:
    • 0 = Silent (flashing light only)
    • 1 = Normal ringing
    • 2 = Delay then normal ringing
    • 3 = 2 quiet rings then just flashing light
    • 4 = Delay then 2 quiet rings then just light
    • 5 = (not in use)
    • 6 = Automatically connects to speakerphone

How do I change the ring tone/character?

To select a unique ring tone:

  1. (With the handset in place) Press Program button
  2. Press 0-9 to hear the sample ring tone
  3. Press the number (0-9) for preferred ring tone
  4. Press the Program button to save

How do I start a Conference Call?

  1. Dial the first number as usual
  2. Once called party has answered, to add next party to current call:
    • Press an available Line-Button (this will put a call on hold and provide dial tone to dial the next party)
  3. Dial party number to be added
  4. Press 3 to rejoin original call, adding a new party
  5. Continue to add up to 8 parties.
    • Note: No more than 6 of the parties can be off-campus. Commonhold (8) cannot be used on Conference Calls
    • If your call will include more than 8 parties, you may need a vendor-provided service like Zoom

I would like more information on how to use my phone.

Please see this extensive training guide on how to use your phone:

Digital Multi-Line Phones Training Guide (Branded Aastra, Ericsson, Mitel)

Mitel 6867 SIP

How do I divert calls straight to voicemail or another number?

By default, pressing the Call Divert button will send calls directly to voicemail without ringing. Press the Call Divert button again to turn off this feature.

You can customize this feature to divert after a set number of rings or if you're on the other line.

  • Divert When No Answer (Phone rings 4 times, then diverts)
    1. To activate: Press * 21 #
    2. To cancel: Press # 21 #
  • Divert When Busy (Callers are diverted when you are on the phone and your Accept on Access 2 light is off)
    1. To activate: Press * 22 #
    2. To cancel: Press # 22 #

Note: When pressing the Call Divert button, the call will only go directly to Voicemail if the diversion point it programmed to Voicemail.  Most, but not all, telephones have the call diversion programmed to send calls to voicemail.  If a call diversion is not programmed, the Call Divert button will not work.

We can reprogram the Call Divert button to forward to another telephone number or Voicemail. To request this service, please submit a Telephone Service Request.

If you do NOT have Call Diversion enabled and/or the above instructions do not work, see the next question "How do I forward calls to a different number?".

How do I forward my calls to a different number?

  1. Press the Diversion softkey
  2. Select Follow-me. Enter the new answering position number and press Save
    • Note: If the answering point is an external number, enter 9+external number
    • If the answering point is an internal number, enter the extension (i.e. 42222)
  3. A confirmation text is shown in the display. The lamp at the Diversion softkey is lit

To cancel diversion:

  1. Press the Diversion softkey
  2. The diversion lamp is switched off

How do I set speed dial?

  1. Press the free button you want to be programmed until you see the screen Speed Dial Edit
  2. Use the keypad to label (alpha or numeric) your speed dial
  3. Then use the arrow pad to arrow down to Number, and enter the number for your speed dial
    • Note: If the answering point is an external number, enter 9+external extension number
  4. Press Save
    • Note: If you press the very bottom button on the left next to the two dots, it will give you access to additional speed dial buttons you can program

How do I change the ring tone/character on my phone?

  1. Press Settings
  2. Use the arrow key to select Audio Mode
      • Note: The arrow button for up/down motion can move sideways once you've reached the Audio Mode.
  3. Use the arrow key to select Ringtones
  4. Use the arrow key to move up or down to select a suitable ring tone

How do I start a Conference Call?

  1. Dial the first number as usual
  2. Once the party has answered, press an available Line-Button (L1/L2). This will put the first call on hold and provide a dial tone to call the next party
  3. Dial the number of the second party to be added
  4. Press the Conference key on your dialing keypad to rejoin the original call
  5. Continue to add up to 8 parties.
    • Note: No more than 6 of the parties can be off-campus. Commonhold (8) cannot be used on Conference Calls
    • If your call will include more than 8 parties, you may need a vendor-provided service like Zoom

I would like more information on how to use my phone.

Please see this extensive training guide on how to use your phone:

Mitel 6867 IP Phone Training Guide (Highlighted features are not currently available at UCI). You may also refer to this shorter user guide.

For video tutorials, please see here:

https://www.oit.uci.edu/telephone/MitelSip/

Cisco VoIP

How do I divert my calls to a different number?

  1. To divert calls to another number:
    • Press CFwdALL or Forward All and enter a target phone number
    • Note: If the answering point is an external number, enter 9+external extension number
  2. To cancel:
    • Press CFwdALL or Forward All

How do I set speed dial?

  1. Go to https://uci-ccm-pub.nac.uci.edu/ccmuser/showHome.do
    • If you are unable to proceed to the website due to Security constraints,  select Advanced
      • For Google Chrome, select Proceed
      • For Firefox, select Add Exception
  2. Please enter the following information:
    • Username: UCInetID
    • Password:  uci5011
    • Pin: 5011
    • If the login information does not work, please send an email to oit@uci.edu to request for a Cisco login
  3. Once you login, you will be prompted to create a new password
  4. After logging in, select User Options
  5. Select Device
  6. Select Speed Dials
  7. Fill in the information under Speed Dial Settings for the Number and Label
  8. Remember to include a 9+personal number for numbers outside of UCI

How do I change the incoming ring option on my phone?

Not available for Cisco VoIP.

How do I start a Conference Call?

Conference Call:

  1. Dial the first number
  2. Press More
  3. Press More again
  4. Press Confrn
  5. Dial the second number
  6. Press Confrn to conference the calls

Conference Service:

To reserve a Conference Service Extension Number, send an email to oit@uci.edu at least 24 hours prior to your conference call. There is no charge for this service, but you must reserve a Conference Number Extension. It can handle up to 16 callers (IP phones, campus phones, and off-campus phones). Once you have the number, please follow the below instructions:

  1. Press New Call
  2. Press More
  3. Press MeetMe
  4. Dial the Conference Number Extension (given to you by OIT, see information above).  You will hear a tone and be joined to the conference
  5. You will need to instruct off-campus callers to dial (949) 824 - (Conference Number Extension)

On-campus extensions will only need to dial the 5-digit Conference Number Extension.

Note: The person who is initiating the conference call from an IP phone, should establish the call 5-10 minutes before the scheduled start time.  No one can join the conference call if it is not established by the IP phone first. Once the call has been established, anyone can drop out of the conference or join the conference without disrupting the call.

I would like more information on how to use my phone.

Please see this extensive training guide on how to use your phone:

Cisco VOIP Phone Training Guide

Single-Line Analog

Analog Telephone

How do I divert my calls to a preset number?

This feature automatically transfers incoming calls for an extension to its preset answering point (i.e. voicemail). Three types of Call Diversion may be used.

  1. All Calls Diversion (Phone does not ring, but diverts immediately)
    • To activate: Press * 2 #
    • To cancel: Press # 2 #
  2. Divert When No Answer (Phone rings about 4 times, then diverts)
    • To activate: Press * 21 #
    • To cancel: Press # 21 #
  3. Divert When Busy (Callers are diverted when you are on the phone and your Accept on Access 2 light is off)
    • To activate: Press * 22 #
    • To cancel: Press # 22 #

How do I forward my calls to a different number?

This feature automatically transfers incoming calls for an extension to a selectable answering point.

  1. Follow Me
    • To activate from extension: Press * 2 * AnsPt #
    • To cancel from extension: Press # 2 #
    • To cancel from AnsPt: Press # 2 * Ext #
  2. Remote Call Forwarding
    • To activate: Press * 23 # 9 off-campus phone number #
    • To cancel: Press # 23 #

How do I set speed dial?

You may program up to 10 off-campus numbers. Note: X=0-9

  1. To program phone number digits:
    • Press * 51 * X * telephone number #
  2. To call phone number programmed to X:
    • Dial * * X
  3. To cancel all programs:
    • Press # 51 #
  4. To cancel the digit X program:
    • Press # 51 * X #

How do I change the incoming ring option on my phone?

Not available for Single-Line Analog.

How do I start a Conference Call?

  1. Dial the first number as usual
  2. Once the party has answered, press the Tap/Lightning Bolt button on the lower right side of the keypad (next to the # key)
    •  This will put the first call on hold and provide a dial tone to call the next party
  3. Dial the number of the second party to be added
  4. Press the number 3 on your dialing keypad
    • This will rejoin the original call and add the new party
  5. Continue to add up to 8 parties
    • No more than 6 of the parties can be off-campus. Commonhold (8) cannot be used on Conference Calls
    • If your call will include more than 8 parties, you may need a vendor-provided service like Zoom

I would like more information on how to use my phone.

Please see this extensive training guide on how to use your phone:

Single-Line Analog Phone Training Guide

Telephone Service Request

For all new telephone and data requests, you will need to submit a Telephone Service Request. For all other requests, send an email to oit@uci.edu and provide a summary of the issue.

For help submitting the form, please see the Telephone Service Request FAQ, which covers questions such as How do you submit a new telephone order?

Note: A separate form is required for each phone number or line ID number. For recharge/billing number changes, please submit a request for the OIT Billing Recharge Change.

Telephone & Voicemail Troubleshooting

I'm having trouble with my telephone/voicemail service.

Please refer to the telephone or voicemail troubleshooting guides. If you're still having issues, feel free to open a ticket. When reporting a problem with your service, please provide the following:

  • the phone number that is having trouble
  • the building name or number
  • the room/office number
  • the wall jack number (not required)
  • and a telephone number where you can be reached (if your desk phone is not working)

What is 'Caller ID Spoofing' and how can I avoid it?

Caller ID spoofing is when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. At UCI we are in control of the caller id’s for campus extensions; however, we cannot control the caller ID for calls that originate from off-campus.

Tips to avoid spoofing scams

You may not be able to tell right away if an incoming call is spoofed. Be extremely careful about responding to any request for personal identifying information.

  • If you are receiving calls from 949-824-xxxx or 1949-824-xxxx, do not answer the calls. If a legitimate campus number is attempting to reach you, the number will be displayed as 4xxxx. Don't answer calls from unknown numbers. If you answer such a call, hang up immediately.
  • If you answer the phone and the caller - or a recording - asks you to hit a button to stop getting the calls, you should just hang up. Scammers often use this trick to identify potential targets.
  • Do not respond to any questions, especially those that can be answered with "Yes" or "No."
  • Never give out personal information such as account numbers, Social Security numbers, mother's maiden names, passwords or other identifying information in response to unexpected calls or if you are at all suspicious.
  • If you get an inquiry from someone who says they represent a company or a government agency, hang up and call the phone number on your account statement, in the phone book, or on the company's or government agency's website to verify the authenticity of the request.  You will usually get a written statement in the mail before you get a phone call from a legitimate source, particularly if the caller is asking for a payment.
  • Use caution if you are being pressured for information immediately.
  • If you have a voicemail account with your phone service, be sure to set a password for it. Some voicemail services are preset to allow access if you call in from your own phone number. A hacker could spoof your home phone number and gain access to your voice mail if you do not set a password.

How do I block a number from calling me?

OIT is unable to block incoming phone numbers. Note: the National Do Not Call Registry is only for personal phone numbers.  Business-to-business calls and faxes are not covered. Visit https://www.donotcall.gov/ for more information about the National Do Not Call Registry.

However, if you are being harassed by someone, please contact UCIPD immediately so they can investigate the claim and direct OIT on how to proceed.

I would like to rent/install a Polycom telephone.

OIT no longer offers Polycom telephones for rent. However, you are able to purchase your own Polycom telephone to set it up at any UCI location with an available analog telephone jack. If the telephone jack is not activated, please submit a Telephone Service Request. In the form, select 'Analog Data-Only Line' under the drop down for Instrument Type.

I would like to purchase a headset from OIT.

OIT does not provide headsets, nor do we recommend one brand over another. Please partner with your manager and ask that a headset be purchased for you.  OIT field techs can install your headset once you have received it, simply complete a Telephone Service Request.

I would like to request for a phone log.

For this request, please submit a Telephone Service Request. Select 'Modifying n Existing Service' and under 'Service Modification,' select 'Call Log Report.' Enter that you are requesting a telephone log in the Comments box.

I would like to change the number of rings on my telephone.

For this request, please submit a Telephone Service Request. Under 'Telephone Service Detail,' select 'Software Change.' Enter the details (i.e. the amount of rings) in the Comments box.

I am unable to press a number on the keypad during a call.

In order to activate the keypad during a call, you will need to press 9 and then the keypad number.

I've read the FAQ above, but I'm still having issues.

We recommend you continue your search in our comprehensive ServiceNow Knowledge Base.

If you're still having trouble, feel free to open a ticket. When doing so, please provide the following:

  • Your full name
  • Your UCInetID (the first part of your email address, not your ID number)
  • A detailed description of the issue

Failure to provide this information will delay our response.

Mobile Phones

UCI offers mobile phones discount. For more information, please select one of the following:

If you would like information on mobile phone safety and cell site locations, please select the following:

Directory Services

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