Calls – Answering
Q: How do you answer a second incoming call on the same line?
A: Press the Answer soft key. The first call is automatically placed on hold.
Calls – Blocking
Q: Can telephone lines be restricted from calling outside campus?
A: Yes. VoIP phones are configured for long‑distance use by default, but your department can limit calling to campus‑only if needed.
Q: Can incoming calls be blocked?
A: No. Incoming calls cannot be blocked using a VoIP phone.
Conference Calling
Q: Who can set up a conference call?
A: Any VoIP phone user can initiate a conference call with up to six participants, including the initiator.
Q: Can conference calls include long‑distance or international numbers?
A: Yes. Long‑distance and international conference calls are allowed if the phone is configured and a valid Enterprise Long Distance (ELD) code is used.
Q: Can the person who started the conference leave and let others continue?
A: Yes. The conference continues even if the initiator disconnects.
Dialing
Q: Is there a new dialing plan?
A: Yes. You must dial all seven digits for campus calls, such as 852‑XXXX. Dialing 9 is no longer required for off‑campus calls.
Call Forwarding
Q: How do you forward calls directly to voicemail?
A: Press Call Forward (CFwdALL), then press the Messages button if voicemail is configured.
Q: Can you hide the forwarding number from the phone screen?
A: No. The forwarding number always appears on the display.
Join Feature
Q: What does the Join feature do?
A: Join combines two or more existing calls into a single conference call by selecting each call and pressing Join.
Long Distance
Q: Is an access code required for long‑distance calling?
A. Yes. A valid ELD code is required for long‑distance and international VoIP calls.
Transferring Calls
Q: Can you transfer calls to non‑UofL phone numbers?
A: Yes. Transfers are allowed if the phone is not restricted to campus‑only calling.
Q: Can you transfer a call using a Speed Dial?
A: Yes. Press Transfer, select the Speed Dial, then press Transfer again.
Voice Mail
Q: Do VoIP phones support voicemail?
A: Yes. Voicemail can be configured on VoIP phones based on departmental needs.
Q: How do you access voicemail on a phone with multiple lines?
A: Press the line button associated with the voicemail, then press Messages and follow the prompts.
Q. Are there any voicemail storage limitations?
A. Yes. The maximum message storage quota is 45MB (or 30 messages, not to exceed 90 minutes total per user). In addition a message aging policy of 14 days applies to all messages.
Q. What happens if I am out of the office for more than 14 days and cannot check my voicemail?
A. The message aging policy will automatically delete all messages (read, unread and saved) older than 14 days. If you are planning a sabbatical or extended absence you can request extended message storage by submitting a work order.
Q. What if I have a threatening message or a message related to pending litigation that needs to be saved longer than 14 days?
A. You can request extended message storage for threatening messages or messages related to litigation by submitting a work order.
Q. What happens if I exceed my voicemail storage limitations?
A. You will receive three storage warnings:
- Issue Warning: At 40MB (about 84 minutes), you will hear “Your Inbox is almost full...” when logging in.
- Prohibit Send: At 42MB (about 87 minutes), you cannot send new messages and will hear “Your inbox is full. You cannot send new messages...”
- Prohibit Send and Receive: At 45MB (about 90 minutes), you cannot send or receive messages and will hear “Sorry. Your inbox is full. You cannot send or receive new messages...”
Q. What does an outside caller hear if my mailbox is full and I am prohibited from receiving messages?
A. The caller will hear “You cannot record a message for User's Name. This mailbox is full.”
Q. What does an internal caller hear if my mailbox is full and I am prohibited from receiving messages?
A. The message will not be delivered and the internal caller will receive a receipt of non-delivery on their system telephone.
Q. What happens if my inbox reaches or exceeds the storage limit during message delivery?
A. For outside callers the system will deliver the message regardless of the quota. For internal callers the message will not be delivered and a non-delivery receipt will be sent.
Q. What happens if I am prohibited from sending messages and try to send one to another internal user?
A. The system will indicate that the quota has been exceeded and will not allow you to record the message.
Equipment and Hardware
Q: Can you use a headset with a VoIP phone?
A: Yes. VoIP‑compatible headsets are supported. UofL Communications Services officially supports the H251 headset.
Q: Can VoIP phones be moved to another location?
A: No. Phones must not be moved without submitting a work order because E911 location information must be updated.