Internet Protocol (IP) Telephony
The University's Telephone Service
Most staff have an IP telephone handset on their desk. Calls can be received from:
- Other extensions
- Externally direct to the extension
Each extension starts 0131 455 ….
To dial an external line prefix the telephone number with 9. Please note: if you are dialling the Emergency Services there is no need to prefix with 9, this is also the case when dialling the Emergency Services from a House Phone.
Please be aware the IP telephones within the University are provided and owned by Information Services. If, during your time at the University, you move job position or room you should take your IP telephone with you.
About IP Telephony
Internet Protocol (IP) or Voice over IP (VoIP) telephony is technology which enables telephone messages to be transmitted and received via the internet using data packets rather than the traditional analogue telephone system.
The IP Telephony service provides staff with
- An improved voicemail service.
- Extension Mobility, enabling home/mobile users to access telephone remotely.
- A web interface enabling you to manage your speed dial numbers, call forwarding and voicemail online wherever you are.
- All handsets display caller ID
- Increased functionality of the phones for power users.
Using the IP Telephone Service
All staff will have a Cisco handset. There are a range of models available.
Users will also have been given access to the Online Cisco Self Service Website which enable you to add speed dial entries, Personal Address Book contacts, Fast Dials and change your user settings.
To access the Online Cisco Self Service Website:
The online training tutorials will help you get started with your IP Telephony handset and the User Options Web Pages: IP Telephony Online Training
Please refer to the appropriate pdf for information on your handset:
Cisco 7821, 7841 and 7861
Cisco 7821, 7841 and 7861 Quickstart Guide
Cisco 7937G (Conference Phone)
If the guide for your handset is not on the list you can search for your model within the IP phones section on the Cisco website.
Information about logging in to the meeting room IPT handsets can be found in the guide below:
Extension Mobility for IP Telephony Users
Information about Voicemail can be found on the Voicemail intranet page.
Information about IP Telephony conference calls can be found on the Conference Calls intranet page.
Frequently Asked Questions
Q: How do I put a call on hold using the 7911 handset?
A: Press the Hold button:
To take a call off hold, press the Hold button again.
Q: How do I set my phone to divert to my home/mobile number?
A: You can divert your phone using your telephone handset or using the Online Cisco Self Service Website (if accessing externally you will need to connect to the Virtual Desktop Service (VDS) or be on a Managed Laptop.
Please note: if someone calls your extension and it is diverted to your home/mobile number, the portion of the call from your extension to your home/mobile number will be charged to your extension.
Full instructions for diverting your phone can be found in askNapier.
Q: How do I call an external number?
A: To dial an external line prefix the telephone number with 9. Please note: if you are dialling the Emergency Services there is no need to prefix with 9.
Q: How do I set up my Speed Dials?
A: Go to the the Online Cisco Self Service Website
- Log in using your User ID and Password.
- From the User Options drop down menu select Device.
- Click Speed Dials from the top menu bar.
- Enter your speed dials as required.
Further instructions for setting up speed dials can be found in the Online Training.
Q: Why can I no longer dial 0800 or 0845 numbers?
A: This is because companies that have these numbers have dropped the end 0 to make their numbers "nicer" to the public. Unfortunately this is not picked up by the new IPT system and the numbers are showing as incomplete. To fix this:
- Add the 0 to the end of the number, e.g. 0800 44 55 66 becomes 0800 44 55 66 0
If you are still unable to dial 0800 or 0845 numbers, you may not have the relevant access rights to dial externally to national or international numbers, if this is the case contact the IS Service Desk (contact details below).
Q: Can I use a headset with my phone?
A: Yes. Following some trials of headsets by Information Services and the Facilities Help Desk we can recommend a good Wireless headset to purchase that will give you good quality sound and the freedom to move around without cables.
The model is the:
- Plantronics CS351N Monaural SupraPlus Wireless Professional Headset System Noise-Cancelling with Handset Lifter (HL10)
Q: How do I use the keypad to search the internal telephone directory?
A: You click on the letter representation on the telephone keypad as you would when typing a text message on a mobile phone, e.g. for the letter "c", press the "2" button 3 times. Further instructions for using the internal (corporate) telephone directory can be found in the Online Training.
Q: The light on my handset is on and won't go off, what can I do?
A: If the light won't go off and you don't have any voicemail messages then key in 5952, this will remove the light.
If you have any questions or need further information please contact the IS Service Desk in the first instance
TIGER Phone Billing
Tiger Phone Billing is available for Head of Departments or any staff nominated by the HOD to run reports and monitor extensions within their department or cost code.
Benefits for using the system:
Fully configurable automatic reporting on a daily, weekly or monthly basis.
Email capability either for ad-hoc reports or through automatic reporting.
Extensive report formats including PDF (Adobe Acrobat), HTML, XLS, CSV, etc.
Full management and traffic reporting for cost allocation.
Report on specific cost codes within your department.
Report on individual extensionss.
The TIGER 2020 will help you to:
Allocate call costs and fixed costs to your departments effectively.
Identify cost savings by highlighting out of hours calls, calls to non-business numbers, etc.
Identify volume of calls to mobiles, often an area where extensive savings can be made.
Identify volume of calls to international, often an area where extensive savings can be made.
Visibility of “generic” or “CTI Route Points (these are instant diverts) extensions you are being billed for.
Visibility of hunt groups you are being billed for.
If you would like an account on the TIGER, please contact the IS Service Desk by emailing ISServiceDesk@napier.ac.uk. They will need the following information to allow your account to be set up: