FAQs

Dialling Issues / Barred Call Types

I have tried calling an 0844 or 0843 or 0871 number but can not get through. How can I call this number?
How do I dial an outside line ?
When I lift my handset, I hear an engaged signal, what does this indicate ?
How do I make a declared private call ?
Why can I only dial internal numbers ?
Why can't I dial national, international or mobile numbers ?
What is class of service and how can I have it altered ?
Do all university lines have the prefix 222 or 246 or 248 ?
When dialling my extension externally, callers have notified me they get number unobtainable sound, why is this?
Can I make personal calls from my telephone?

 

Cama/Directory Queries

Why does my People Search entry only display my extension, and not my external number?
How can I update an entry within the telephone directory?
The telephone directory shows my extension as being "vacant", but is being used by me, why is that?

 

DECT Cordless Telephone Queries

How do I use my cordless (DECT) phone?
My DECT Telephone screen says that I have new Messages. I have checked my mailbox but there aren't any. How do I clear the message?

 

Contacting the Emergency Services

How do I contact emergency services ?

 

Dealing with Faults

My phone has gone dead what do I do ?
Callers ringing me when I'm here say there's no answer, is this a fault?

 

Voicemail / Call Back

Does the university system support voicemail ?
When I lift the telephone I hear a message "You have a message" (and/or the mailbox light is lit on my phone). I have checked my voicemail and there are no new messages. How do I stop this?

 

Telephone System Features and Functions

How do I transfer a call ?
How do I call forward my line ?
If I forward to a colleagues phone which is already forwarded, what happens to my call?
What telephone system features are available to me?
What is a Hunt Group and how are they used?

 

Inter-PABX calling/Calling NHS, IcFL and NUMed

How do I dial an extension in the Royal Victoria Infirmary, Freeman Hospital or General Hospital from my university line ?
How do I call an ICFL extension ?
How can I call a NUMed Malaysia extension number?
I am based at the ICFL, how do I call campus extesions ?

 

Mobile Phone Queries

How do I use my Smartphone/PDA?
How do I order a Mobile phone/Smartphone or Mobile broadband?

 

Miscellaneous

How do I find the Telecoms Office?
How can I record my telephone calls?
Can I make a conference call on the university system ?
I need to move my telephone line, how to I arrange this ?

Answers

How do I contact emergency services ?

Emergency Contact Telephone Numbers from a university line:

University Emergency Line dial 6666 (24 hour)
Emergency Services dial (9) 999
Security Control Room dial 6817 (24 hour)

ALL emergencies reported direct to (9)999 should also be notified to the Security Control Room on 6817 immediately afterwards.

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How can I update an entry within the telephone directory or "People Search"?

Access the telephone directory by following the "People Search" link at the top of the www.ncl.ac.uk web page.

Click on the "Help" link, and follow the link "telephone number amendments form". Complete the form and press "Submit" button. Your request is sent to the univeristy switchboard service, who are tasked with updating directory entries.

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My phone has gone dead what do I do ?

In the first instance plug in another handset if available, wait 15-20 seconds. If you still have a dead line then report as a fault to the Telecoms Office. Please refer to Faults for further details.

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How do I dial an outside line ?

Dial 9 before the external number

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When I lift my handset, I hear an engaged signal, what does this indicate ?

It indicates that your line is set on call forward to another extension, please refer to Call Forwarding for further details on how to activate/deactivate call forwards.

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How do I make a declared private call ?

To make a declared private call to a national, international or mobile number, dial the prefix #8 before dialling 9 and then the number required. The call-logger will record the call as being private and this will be indicated in your departmental telephone summary so that the cost may be recovered from you. No charge is made for private calls to local STD numbers.

Private calls may only be made within the class of service of the extension from which the call is being made. Private calls may not be made through the switchboard operator.

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Why can I only dial internal numbers ?

This is because the class of service is set to allow internal dialling only. Please refer to Classes of Service for further details.

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Why can't I dial national, international or mobile numbers ?

This is because the class of service is set to prevent dialling of national, international and mobile numbers. Please refer to Classes of Service for further details.

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What is class of service and how can I have it altered ?

The classes of service allow calls to be made either internally, locally, nationally, internationally or to mobiles. Please refer to Classes of Service for further details.

The class of service of an extension may be changed by sending an email to it.servicedesk@ncl.ac.uk. This request must be authorised by the Head of Department, Departmental Secretary or the appointed person in your school or section responsible for such needs.

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I need to move my telephone line, how do I arrange this ?

In the first instance, discuss your telephony requirements with your Departmental Secretary or the appointed person in your school or section responsible for such needs. They should then contact the telecoms office at it.servicedesk@ncl.ac.uk.

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How do I call an NHS, IcFL or NUMed extension number? How do I call a Main Campus number from NHS, IcFL or NUMed?

Calling NHS, IcFL or NUMed Malaysia numbers from Main Campus

To NHS To IcFL To NUMed
21 then 5 digit extension X X X X X 22 then 4 digit extension X X X X 2468 then 4 digit extension X X X X

To contact the switchboard of these private exchanges, dial the prefix code followed by '0', ie. 21 0

Calling Main Campus from NHS, IcFL or NUMed Malaysia
(after 31 December 2014 you will need to dial the campus 5 digit extension)

From NHS From IcFL From NUMed
81 then 4 digit extension X X X X 21 then 4 digit extension X X X X 8 then 4 digit extension X X X X

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How do I call forward my line ?

Please refer to Call Forwarding for further details.

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How do I transfer a call ?

Please refer to User Instructions for further details.

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Do all university lines have the prefix 222 or 246 or 248 ?

No. From November 2013, all 4 digit university extension numbers (with the exception of International Centre for Life numbers) should now be prefixed with 208 which supersedes all older prefixes (222,246,248).  The 222,246,248 prefixes will continue to run in parallel for 12 months to allow all staff to announce the change and prepare changes to all literature, after which time these prefixes will cease to operate.

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When dialling my extension externally, callers have notified me they get number unobtainable sound, why is this ?

This is because not all lines are configured to receive DDI (direct dial in) calls, which means calls can only be received via the university switchboard by callers dialling 0191 208 6000 and asking for the relevant extension number. It may be possible to convert a non DDI line to a DDI line. An enquiry to the telecoms office should be made.

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Can I make a conference call on the university system?

Yes, please refer to Conference Calls for further details.

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Does the university system support voicemail?

Yes, please refer to Voicemail for further details.

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Callers ringing me when I'm here say there's no answer, why ?

This could be for a number of reasons:

  • Is your handset plugged in to the socket/outlet and do you have dial tone ?
  • Check the ringer is switched on at the handset (if applicable)
  • Check the setting of the volume switch (if applicable)
  • Is your extension the number you think it is ? Has anyone requested your line to be moved as part of a software change/office re-shuffle ?
  • By calling the Telecoms office on extension 8000 from your handset, they can confirm the actual number you are calling from
  • Is your line on call forward to another extension? the telecoms office can assist in checking this

If you need to report a fault, please refer to Faults for the actual procedure.

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What is a Hunt Group and how are they used?

A hunt group is a 'logical' group of extension numbers which can receive calls to a dedicated group number. An example of this would be when you call a utility company; your call is placed into a queue and is answered by the first person available to take the call.

Hunt groups can hunt in a circular or sequential mode. In circular mode calls are evenly distributed around the group. In sequential mode a call will always try the first member of the group.

The system supports two types of hunt group:

  • Master
  • Pilot

A Master hunt group is a group which usually has the same number as the first extension within the group.

Example of a sequential Master hunt group:

Master hunt group 5300
Member 1 5300
Member 2 5301
Member 3 5302
Member 4 5303
Etc...

Calls to 5300 will firstly be offered to extension 5300. If 5300 is busy or not available, the call is offered to 5301. If 5301 is not available to take the call, it is offered to 5302, and so on until the call is answered by a free extension. As soon as 5300 becomes free again, the next call will be offered to 5300 first.

In this type of group, calls are offered in the order in which its members are entered starting from member 1 each time.

A Pilot hunt group is a group which is given a number which is NOT part of the group. Example of a circular Pilot hunt group:

Pilot hunt group 6000
Member 1 2000
Member 2 2001
Member 3 2002
Member 4 2222

The first caller to dial 6000 will be routed to 2000, the next call is offered to 2001. If extension 2000 becomes free before the next call comes in, the call is still routed to 2002. The next call would be offered to 2222 and the next to 2000. Calls are distributed more evenly between members.

If your extension is part of a hunt group, you can log into and out of the group at any time by dialling:

To log IN to the group dial **52
To log OUT of the group dial ##52.

Note: On lifting the handset, interrupted dial tone will be heard to indicate you have opted out of the group.

When you are logged out, the system simply misses your extension out of the group. This means your extension will not receive calls made to the group number.

Please note: your extension will still receive calls directly dialled to it. E.G. you logged out of the group but people can still dial your extension number.

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What telephone system features are available to me?

For a list of features and instructions on how to use them, please see the User Instructions page.

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The telephone directory shows an extension as being "vacant" but it is being used by someone, why is that?

When staff members start, leave or move positions, Telecoms are not made aware of these changes. This means unless the user or the telecoms co-ordinator for the school/section advises us, the directory information may be incorrect. We are often unaware until we receive a request to move or change a phone, or we receive an email asking why the directory lists the wrong entry or shows as vacant.

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My DECT Telephone screen says that I have new Messages. I have checked my mailbox but there aren't any. How can I clear the message?

When a call back has been set to your extension, the screen may give you the message that you have new [voicemail] messages. If you have checked that there are no voicemail messages, and the message still appears, complete the following actions:

  1. Press the 'envelope' key - Screen displays "Mailbox" (highlighted)
  2. Press the "OK" soft key - The screen should display which extension set the call back
  3. Scroll through the soft key options to find "Delete"
  4. Press the "OK" soft key - This should delete the entry.

When returning to the main screen, the message should have disappeared.

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Can I make a personal telephone call from my extension?

The university accepts that there will be a need to make personal calls from your work telephone from time to time. The Registrar has produced a statement regarding personal calls.

The University acknowledges that there may be occasions when it is necessary to make a private telephone call using the University's telephone system. Such occasions should be kept to a minimum. To make a private call to a national number or international STD number, dial the prefix #8 before dialling 9 and then the number required. The call logger will record the call as being private and this will be indicated in your departmental statement so that the cost may be recovered for such calls. No charge is made for private calls to local STD numbers but it should be exceptional for such calls to be made during working hours. Private calls may only be made within the class of service of the extension from which the call is being made. Private calls may not be made through the switchboard operator. Local calls are classed by British Telecom as: 01207, 01661, 01670, 0191 2, 3, 4 or 5.

Private calls to mobiles are not "local" and must be prefixed by #8.

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How can I record my telephone calls?

Telecoms can assist you in procruing the equipment, however we would like to remind you of the regulations regarding the recording of calls.
Please see the Ofcom website for official guidance: http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/prvfaq3.htm

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When I lift the telephone I hear a message "You have a message" (and/or the mailbox light is lit on my phone). I have checked my voicemail and there are no new messages. How do I stop this?

There are two conditions when you will hear "You have a message" when lifting your handset (and/or mailbox light is lit):

1. New messages have been left

2. A call back has been set to your extension

A call back can be set using the feature code *1 or using the menus on an optipoint digital handset. If you call a number and it is busy (or no reply), you can set a "Call Back" to that number. As soon as the number you called is used (i.e. the handset is lifted), your extension is called back and you will be connected to the destination number.

For digital handset users:

Scroll through the menu options until "Call Back?" is displayed. Press TICK. The date and time, and extension that set a call back to your extension, is displayed. Scroll through the menu until "Delete?" is displayed, then press TICK to delete the entry. The message will be removed and/or mailbox light will extinguish.

For analogue handset users:

Without a digital display handset this information will not be available to you. You can cancel the message by dialling *#21

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How can I find the Telecoms Office?

Telecoms are now located in Claremont Bridge, room 3.07.

Take the lift (Adjacent to Cassie (Opposite Devonshire)) to the 3rd floor, turn right and call x8000 for telecoms to meet you.

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How do I use my cordless (DECT) phone?

A user Guide‎ is available for download at the bottom of this page.

Why does my People Search entry only display my extension, and not my external number?

If you search for your own entry within People Search via a university connected PC (or device connected via University WiFi), you will only see your internal extension number. This is to encourage other university staff to call you by dialling your 4 digit extension number and not your external number. Using the 4 digit internal extension number from any other university extension will ensure the call is not chargeable, as the call is routed via our own telephone exchange.

You can check that your external number is being displayed correctly by clicking "Advanced Search" and searching for your name. You will then see how your number is displayed to anyone outside of the university. You can also confirm this by searching from any PC or device that is not connected to the university network, or your phone via the mobile network.

Please do not submit a request to switchboard to include your DDI Prefix (208, 222, 241 or 246), switchboard have been instructed to not action these requests.

If I forward to a colleagues phone which is already forwarded, what happens to my call?

If you forward to an extension which is already forwarded to another extension, your call will end up at the last extension number in the chain.

E.g. 1234 CallForward to 5678. 5678 CallForward to 6789. When a call to 1234 is recieved, the call gets forwarded to 5678, then 5678 forwards it to 6789.

There is a maximum of 10 forwards a call will make, ending on the last extension number.

 

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A DECT (Cordless Phone) Users Guide

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