Phones

How to Use Your UVA Phone

To quickly get up and running with your new Polycom phone, view the appropriate Quick Reference Guide below. Not sure which phone you have? Find your phone on the phone models page, or look on the back of your phone to locate the model number.

Polycom VVX300 and VVX410 VoIP Phones

• Phone Guide (PDF)
• Phone Guide (web page)
• Voicemail Activation & Use (PDF)

Polycom VVX500 and VVX600 VoIP Phones

• Phone Guide (PDF)
• Phone Guide (web page)
• Voicemail Activation & Use (PDF)

See dialing instructions.

Visit the Log in to Telephone Portal or ITS Billing webpage and log in to the UVA Telephone System Portal (you must be on Grounds or on any UVA Virtual Private Network (VPN) to log in) to find a full list of feature access codes under the Utilities navigation bar, then Feature Access Codes in the middle of the page. The feature access codes are displayed in groups of 20 per page.

• Line ID Blocking: This feature allows the user to block their calling information from being presented to the called party.
  
  • The Feature Access Code to enable this feature per call is *67.
  • The Feature Access Code to enable this feature persistently is *31.
  • The Feature Access Code to disable this feature persistently is #31.
• Call Forwarding Always: Call Forwarding Always allows you to forward all your incoming calls to another number.
  
  • The Feature Access Code to enable this feature from the phone is *72.
  • The Feature Access Code to disable this feature from the phone is *73.
• Call Forwarding Busy: Call Forwarding Busy allows the user to forward calls to a different number when their line is busy.
  
  • The Feature Access Code to enable this from the phone directly is *90.
  • The Feature Access Code to disable this from the phone directly is *91.
• Call Forward No Answer: This feature allows you to forward calls to a different number after a set number of rings.
  
  • The Feature Access Code to enable this feature from the phone is *92.
  • The Feature Access Code to disable this feature from the phone is *93.
• Call Forward Not Reachable: If this feature is activated and the device associated with the user is not reachable on Broadworks, the call is redirected to a specific forwarding destination. This is useful in the event the user’s phone is accidentally unplugged or experiencing technical difficulties.
  
  • The Feature Access Code to enable this feature from the phone is *94.
  • The Feature Access Code to disable this feature from the phone is *95.
• Call Forwarding Selective: This feature enables a user to define criteria that will forward certain calls to another destination.
  
  • Rules must be created in the telephone portal before the feature access code can be used to enable/disable.
  • The Feature Access Code to enable this feature from the phone is #76.
  • The Feature Access Code to disable this feature from the phone is #77.
• Priority Alert: This feature enables a user to define the criteria that will have certain incoming calls trigger a unique call waiting tone or ringing cadence.
  
  • There are no Feature Access Codes to enable or disable this feature from the phone directly.

Auto Attendant

Setting an auto attendant message will help your call center manage and direct incoming calls.

Please note that the auto attendant message, unlike holiday and emergency phone greetings, cannot be changed by phone and must be updated through the Extended Services Platform (XSP). Below are the instructions for logging in and navigating menu options.

Modifying the Announcement Repository

1. Log in to the XSP system.
2. Modify an existing announcement. From here, you may access the auto attendant menu and change the greetings or menu.
3. Click Menus in the left-hand menu.
4. You will see Business Hours, After Hours, and Holiday Menu options. Click Business Hours.
5. Select Personal Greeting and choose the recording from the announcement repository section.
6. Designate the key for each phone extension.
7. Select an Action. The caller will hear the extension they are transferred to. Note the difference between "transfer with prompt" and "transfer without prompt."  It is best practice to choose "transfer without prompt."
   
   
8. To save changes, click Apply and then OK.

Phone Greetings

For holiday or emergency closure messages, you have the option to set a phone greeting to precede your auto attendant message. By default, the phone system will bypass your phone greeting and continue to your auto attendant message. In the event you need to create or activate a phone greeting when off Grounds, you can access the greeting mailbox from any phone. The following will instruct you on how to set up phone greetings.

You have three basic options for Phone Greetings. Callers will hear your recorded message and then either be:

1. Routed to your auto attendant or an alternate destination
2. Diverted to your call center voicemail box to leave a message
3. Disconnected

Message Examples:

• "Due to inclement weather, we are currently closed." At this point, the call could go to voicemail, hang up, or transfer to another number.
• "The SIS system is currently experiencing issues. Our engineers are aware of the problem and working to resolve it. Please stay on the line to hear our normal options." The call could then flow to your auto attendant.

Analog Gateway

The analog gateway is an appliance that takes older analog lines and converts them to VoIP in order to talk to the Voice Core. Examples of analog lines could be FAX, elevator phones, patient phones, and emergency phones.

Auto Attendant

An auto attendant is a system where a caller will be prompted with a menu of options in order to direct their call to the appropriate party. For example: “Press 1 for finance, press 2 for admissions...” Auto attendants can precede an Automated Call Distribution (ACD).

Automated Call Distribution (ACD) also knows as Call Center Services (CCS)

ACD is the term used for call center call control. This system provides call queueing in addition to various methods to deliver calls to agents. Types of distributions could be longest idle, round-robin, or linear.

Fixed Mobile Convergence

Fixed mobile convergence is a transition point in the telecommunications industry that will finally remove the distinctions between fixed and mobile networks. Removing this distinction provides a superior experience to customers by creating seamless services using a combination of fixed broadband and local access wireless technologies to meet needs in homes, offices, other buildings, and on-the-go. An example is one voicemail box for both types of lines.

Forced Authorization Code (FAC)

The FAC is a 7-digit PIN given to an employee enabling long-distance or international dialing. 

Key Expansion Module

A key expansion module is a device that attaches to a users existing phone providing them more function keys. Primary uses are for receptionists that require the ability to monitor many lines as well as transfers to many different destinations.

Phones

For the University Phone System, the Polycom line of VVX models are used. The phones support high definition (HD) voice quality along with a multitude of other features.

Provisioning Portal

The Provisioning Portal is the interface enabling ITS and HSTS to make changes to user lines, as well as phone provisioning.

Service Request Tool

The Service Request Tool is a web-based system to order moves, adds, and changes to your phone(s).  See a list of the Phone Requests for New Service or Changes.

Session Border Controller (SBC)

The SBC acts as the firewall between the core BroadWorks system and the University network. This is a high level firewall and has many mechanisms to prevent intrusion and attacks.

Session Initiation Protocol (SIP)

SIP is a signaling communications protocol, widely used for controlling multimedia communication sessions such as voice and video calls over IP networks. SIP is an industry standard and will be flexible in adding additional features in the future.

Soft Client

A soft client is an application program that enables Voice over Internet Protocol (VoIP) phone calls from computing devices. Soft clients are also referred to as softphones (software phone). They utilize a computer’s headset and microphone to place or receive calls.

Station Design

A station design is a template that is used to assign certain features to a phone or line. The template will also assign common button assignments for the VoIP phones. Features could include Forced Authorization Code (FAC) requirements, voicemail, as well as transfer and hold keys.

User Portal

The user portal is the end-users’ interface enabling changes to call behavior, e.g., call forwarding, as well as adding speed dials, and checking call logs.

Voice Core

The Voice Core is the brains of the telephony system. It is responsible for routing all calls to and from their destinations. It also serves as the accountant for all calls for billing purposes. BroadWorks, supplied by BroadSoft, is our voice core technology. BroadWorks is a carrier class switching environment allowing for 99.999% uptime.

VoIP

VoIP, or Voice over Internet Protocol, carries voice conversations as data packets, which are transmitted over the University’s core data network rather than a separate phone network.

See voicemail instructions.

The Priority Alert feature in the UVA Telephone System Portal allows you to configure a distinctive ringtone on your phone that meets specified criteria.

1. To configure the service, start by creating a rule.
   
   • From the Calling Features tab, scroll to Priority Alert and click edit.
   • Then, click add rule. Enter a description for the rule.
     Note: The description should allow you to remember, at a glance, the instance for which you have specified this service. For example, if you want to receive Priority Alert on calls from outside of the University only, you might name the notification "External".
2. Enable or disable priority alert.
   
   • To enable priority alert, select Use priority alert.
   • To disable priority alert, select Do not use priority alert.
3. Select the time schedule.
   
   • Select the time schedule from the Time Schedule drop-down list.
     Note: Define your time schedules on the User Profile page, under Time Schedules.
4. Select the holiday schedule.
   
   • Select the holiday schedule from the Holiday Schedule drop-down list.
     Note: Define your holiday schedules on the User Profile page, under Holiday Schedules.
5. Type the phone numbers which trigger Priority Alert.
   
   • When a call is received for this user, the Priority Alert service tags that call as External or Group/Enterprise.
     
     • If the call is External:
       
       • To receive Priority Alert on calls from any phone number (not extension), check Any external phone number. If this is not selected, the service will search in the Any following phone numbers list.
     • If the call is Group/Enterprise:
       
       • When the call is a Group call, the Priority Alert service always goes to the Any following phone numbers even if it has not been selected.
       • To receive notifications of calls from a defined phone number, enter the numbers in the Specific phone numbers text boxes. You can select "Any private number" or "Any unavailable number".
       • Click in the first text box and enter the complete phone number that should trigger the Priority Alert. You can enter up to 12 numbers for each instance. If this number is not one assigned to the group, type the complete number: + . For example, "+1" must precede a long distance number within the U.S.
       • Note: You can use wild cards. The "?" is a wild card that can replace a single digit anywhere in a digit string. A trailing "*" represents a digit string and can only appear at the end of a string containing digits and "?" wild cards.
         Example: 45055512?4, 450555??34, 4505?5*
   • Save your changes
     
     • Click save.

Call Waiting

This feature allows you to decide whether phone calls in progress can be interrupted by other calls.

If the service is turned on, and you receive a call while taking another, you will hear a beep. You may put the first call on hold to answer the incoming call. If the service is turned off, you will not receive calls while the phone is in use, and an incoming caller will hear a busy tone.

To turn Call Waiting on or off through the Voice Portal:

1. Visit the Log in to Telephone Portal or ITS Billing webpage and log in to the UVA Telephone System Portal (you must be on Grounds or on any UVA Virtual Private Network (VPN) to log in).
2. Look under the Calling Features tab.
3. Click the radio button for Call Waiting (under the Call Control heading) to “On” or “Off”.
4. Click the Save button at the bottom of the page.

To turn Call Waiting on or off through the Special Feature Codes:

1. To turn call waiting On, pick up the handset and dial *43.
2. To turn call waiting Off, pick up the handset and dial #43.

NOTE: Call Waiting behavior may vary when used in conjunction with other services such as Shared Call Appearance and Call Forwarding Busy.

Call Parking

Call Park allows you to park a call on hold and retrieve the call from another location.

Park a Call

• Press transfer and dial *68
• Enter the extension where you wish to park the call followed by #
• To park the call against your own extension, you may just dial #

Pick Up a Parked Call

• Dial *88 plus the extension number where the call is parked followed by #
• To pick up a call parked against the extension you are on, you may just dial the # key

The UVA Telephone System supports several options for forwarding calls from a UVA extension to another telephone number, so calls can be answered when you are not located with your office phone.

The following options address the most common call forwarding needs:

How to Configure

Are you viewing on mobile? Rotate your device or scroll to the right to see the entire table.

* The UVA Telephone System Portal can only be used by named extensions. A "named extension" means that a UVA user ID is associated with a specific phone number. To associate a user to a phone number, submit a Station Type - Change User or Voicemail request.

Important Note: For unnamed extensions (extensions that are not associated with a UVA user ID, but may be assigned to multiple users), changes to call forwarding options can be set directly from the phone by following the Feature Access Codes instructions above.  If you do not have physical access to the phone, forwarding can be requested through the UVA Help Desk.

Step-by-Step Instructions

Pick which method of call forwarding you want (see the table above for descriptions):

Blocking Nuisance Calls

The University phone system provides a feature called “Selective Call Forwarding,” which can be used to effectively block nuisance calls from specific telephone numbers by re-routing them to a recording informing the caller that the number has been blocked.

UVA users with an assigned telephone number can access “Selective Call Forwarding” through the University Telephone System Portal. See instructions below. For telephone numbers not associated with a user, a request can be submitted using the Phone – Special Features request form. There will be no charge for the request.

Please Note: The pre-recorded message will inform the caller to contact the UVA Help Desk if they believe they have been blocked inadvertently.

Self Service Instructions for enabling “Selective Call Forwarding” using the University Telephone System Portal - Visit the Log in to Telephone Portal or ITS Billing webpage and log in to the UVA Telephone System Portal (you must be on Grounds or on any UVA Virtual Private Network (VPN) to log in)

1. Click on the “Incoming Calls” navigation bar.
2. Then select the “Call Forwarding Selective” tab.
3. Enter "*5530001” into the Default Call Forward to phone number field and click Save. This is the number for the Nuisance Calls pre-recorded message.
4. Click “Add New Criteria”.
5. Enter description “Blocking Calls” and leave “Time Schedule” set to “Every Day All Day.”
6. Since you already have the “Default Call Forward” set to *5530001, you can skip the “Forward to Default Number”.
7. Now the “Calls From” is the number you want to re-route. Select “Specified Only”. Unclick “Any Private Number and Any Unavailable Number” and click “Add” button. Enter the number you wish to re-route.
8. Click the “Save Changes”.
9. Final step, click the “On” button at bottom of screen and it will turn green, followed by clicking “Save Changes”.

An example of a number being blocked

Procedure for Reporting Harassing Calls

Contact the University Police by dialing 924-7166 and provide as much information as possible:

1. Do you recognize the voice?
2. Is the caller male or female?
3. Any noise in the background?
4. Does the caller have an accent or speech impediment?
5. How often, number of calls?
6. Date & Time of calls. Be as specific as possible.
7. Content - Threats, phrases, silence, repeated calling & hanging up, breathing.

Busy Lamp Fields (BLF) allow you to monitor the status of another phone line and Shared Call Appearances (SCA) display all the phone lines that you cover on your phone.

The chart below shows a quick comparison between EBLF and SCA.

Enhanced Busy Lamp Field (EBLF)

An Enhanced Busy Lamp Field (EBLF) allows you to monitor the status of another user. The EBLF also allows you to answer that user's phone if desired; although it does not ring, it will only flash on the designated button. The EBLF is labeled with the user's name. You cannot use this key to make an outside call using that line, when you press the button, it acts as a speed dial to call that user.

Note: There is a limit of 35 EBLFs per phone.

The picture below shows a VVX 500 with EBLFs assigned.

Shared Call Appearance (SCA)

A Shared Call Appearance (SCA) is an appearance of another user's line on your phone. This is typically used for call coverage of another user's line.

An example of call coverage follows: User A is the assistant for User B. User A would have her own primary line and a separate line for User B listed on her line keys. Both keys would be labeled with a 5-digit extension number. Both phones would ring (by default) when a call came in to User B's line and either user could answer that line. User A could manually change the ring tone or silence the ring tone for User B's line from the phone itself. If User A pressed the button for User B when there was not a call ringing in, User A would receive dial tone to make a call out using User B's line. This key does NOT act as a speed dial.

Note: There is a limit of 5 SCAs per phone.

The picture below shows a VVX 410 with SCAs programmed.

Bare SCA

A "Bare SCA" is a device that does not have its own primary number and shares a number with another VoIP phone. The easiest way to think about this is a scenario that has multiple IP phones with the same primary extension number, or a "bridged" IP phone. A few examples of where we have seen this setup are as follows:

• Office phone for User A is extension 71234 in room 123 and there is also a phone in the classroom/lab with extension 71234 in room 157
• Nurses Station may have 4 Polycom VVX 410 phones all with the same extension number of 24783

Phantom Number

A phantom number is a number that does not appear on any device. This is generally a number that when dialed, is forwarded to another number (internal or external) An example may be a help desk number. This is a phone number that when called, forwards to an external answering service and does not ring on a device.

Secondary Number

A secondary number may be a user's second line. In most cases, this is not needed on the new system. The new system allows your primary extension to take up to 3 calls per line, therefore a secondary number is not needed for this purpose. If you currently have a second line on your phone that is only assigned to you, we can have that line removed from the new setup. If this second line is published and it is dialed directly from the outside world, it could be kept and programmed on your second line key.

View the variables to consider when determining user privacy settings in the University Phone System.

1. Phone System Directory Privacy
   
   • This determines whether a user/line will be listed in the internal phone system directory. This directory is currently only visible through the University Telephone System Portal and call center reporting web applications. Other uses are possible in the future.
   • This directory is intended to represent the actual user assignment/station labeling of phone lines. At present, it has no tie to the publicly accessible UVA user directory or any other UVA system.
   • Enabling privacy is future-proofing against possible future uses of this directory information.
   • The desire to enable Phone System Directory Privacy for a user/line is entered in Provisioning Notes in DTRDB.
2. Caller ID Name
   
   • By default, this is the First and Last name of the phone line user for on-system calls and "University of Virginia" for external (public phone network) calls.
   • Overrides are only available for on-system calls.
   • On-system overrides are entered into DTRDB using the following fields:
     
     • i. CLID First Name
     • ii. CLID Last Name
3. Caller ID Number
   
   • By default, this is the 5-digit phone number extension for on-system calls and the full phone number for external (public phone network) calls.
   • Overrides are only available for external (public phone network) calls.
   • External (public phone network) overrides are entered into DTRDB using the following field:
     
     • i. Extension Override
4. Line ID Blocking
   
   • Line ID blocking is a user-accessible feature settable through the University Telephone System Portal or via feature access codes.
   • When enabled, calls on the system will present both Caller ID Name and Caller ID Number as "Anonymous". Presentation on external phone systems is determined by the receiving party's phone service provider (observed examples: "no Caller ID", "Unknown", "Private", etc.).