Telephone System

Introduction

The University has upgraded its telephone system to one which runs over the data network, often referred to as IP Telephony, or VoIP. The new system provides many new features, including voicemail, and offers a more advanced form of telephony. More information about the new telephone system can be found here.

Although many of the new features work with the old, analog handsets, we have started a programme of upgrading telephones to new IP phones with displays and extra buttons to make these features more straightforward to use. More information about the new telephones can be found here.

Using the New Phone System Features

If you are currently using an analogue handset, this will eventually be replaced with a new IP phone. In the meantime, you will be able to access the following features:

  • Call Forward (code *55)
    To forward all your calls to a different extension, dial *55 followed by the extension number you wish to receive your calls on. For example, to transfer all your calls to extension 1234, you should dial *551234.
    To cancel call forward, dial #55 on your phone.
  • Follow Me (code *56)
    If you are working away from your usual desk, it is still possible to receive all your incoming calls. From your temporary location, dial *56 followed by your own extension number. All your calls will now be passed to the temporary extension.
    Follow Me may be cancelled by dialling #56 at the temporary extension.
  • Ringback (code 2)
    The system can be set to notify you when a busy extension becomes free. After dialling an extension and hearing the busy tone, dial 2 and hang up. Your phone will ring when the extension is clear. Pick up the receiver and you will be automatically connected.
    To cancel ringback, dial #2 on your phone.
  • Call Transfer
    After answering a call, it is possible to transfer it to another extension. Press the 'recall' button, which will place the call on hold and give you a dial tone. Dial the extension you wish to transfer the call to. If the extension is answered you can announce the call and hang up. If the extension is busy or the person does not wish to take the call, dialling *63 will bring the call back from hold and you can speak to the original caller again. The system will maintain the original caller on hold once the transfer has begun. If the transfer is unsuccessful and the caller is left on hold, you will automatically be called and reconnected.
  • Call Pickup (code *65)
    Several extensions can be grouped together in a pickup group. This allows users to answer a ringing phone in their group from their own extension by dialling *65.
    Requests to set up new groups should be sent to: telephones@bangor.ac.uk.
  • Directed Call Pickup (code *66)
    If you know the number of a phone that is ringing, it is possible to pick the call up without belonging to a pickup group. Dial *66 followed by the extension number of the ringing phone to divert the incoming call to your handset.

It may be possible to have voicemail activated for your current analogue phone. Please send a request to telephones@bangor.ac.uk.

Using the new IP Phones

When your analog handset has been replaced by a new IP Phone, you will see that it is plugged into a network socket instead of a BT socket. It will also be connected to your computer so that only one network socket is needed for both devices. The phone will work independently of whether your computer is switched on or off, or whether you are logged in or not.

You will be provided with either a Mitel 5212 IP phone or a Mitel 5224 IP phone. The Quick Guide for the Mitel 5212/5224 IP Phones provides an overview of both phones. The User Guide for the Mitel 5212/5224 IP Phones gives detailed information.

The Mitel 5212 has 12 programmable keys in the central, grey area and the 5224 has 24. Both models have an LCD display which shows the time and date as well as useful information, such as the name and number of the caller, whether you have missed calls, or if any messages have been left for you in your voicemail box.

Both models also have a "Ring/Message indicator" light at the top, which flashes when voicemail messages are waiting.

The keys on the right-hand, black side of the phone are fixed-function. Detailed information about them can be found in the User Guide for the Mitel 5212/5224 IP Phones. In brief, starting at the top left of the fixed-function section, the keys are:

Key label Function
Up and down arrow keys for adjusting the volume or scrolling through lists
Speaker key for making hands-free calls
Mute key, to turn off the microphone
Blue "Superkey" for accessing the phone menu
Cancel key (cross inside a circle) for moving up a level in the menu or cancelling the current operation
Redial key (the numbers 123 and a curved arrow) for redialling the most recent external number
Red "Hold" key for placing the current call on hold
Call transfer or conference call key (curved arrow and a head)
Voicemail key (flying envelope), which flashes when you have new voicemail (the indicator light at the top of the phone also flashes)

The keys in the central, grey section of your phone are programmable keys (called "Personal Keys" in Mitel documentation). Some of them will be predefined with certain features (e.g. Call History), or with the other extension numbers within your caller group. You will be able to program the remaining unused Personal Keys with useful functions such as speed-dial numbers. To find out if a Personal Key is predefined or unused, press the blue Superkey followed by the Personal Key that you are interested in. You can then follow the onscreen instructions to program an unused key, or press the Superkey again to return.

If you are a member of a caller group, you will be able to answer another group member's ringing phone by lifting your handset and pressing the lighted Personal Key. Requests to set up new groups should be sent to telephones@bangor.ac.uk.

In addition, you will be able to access many other features via codes. A full list of Feature Access Codes is available here, but they may not all function on your phone. The ones that don’t function will produce the message "NOT ALLOWED" on the LCD screen.

Here are some examples of the codes you can use:

  • Call Forward (code *55)
    To forward all your calls to a different extension number, dial *55 followed by the extension number you wish to receive your calls at. Then press the Cancel key (marked by a cross inside a circle) to set the request.
    In order to cancel Call Forward, dial #55 followed by the Cancel key.
  • Follow Me (code *56)
    If you are working away from your usual desk, you can receive your calls at your temporary location. Dial *56 on the temporary phone, followed by your usual extension number and then the Cancel key to set the request.
    In order to cancel Follow Me, dial #56 on the temporary phone, followed by your usual extension number and then the Cancel key.
  • Directed Call Pickup (code *66)
    To answer a ringing phone which is not part of your caller group, dial *66 followed by the extension number of the ringing phone to divert the incoming call to your handset.

Voicemail

Voicemail is not enabled by default with your new IP Phone but you may request the service to be activated by emailing telephones@bangor.ac.uk.

Once you have been issued with a new IP Phone and emailed your request, you will be able to activate your voicemail by dialling 8899 on your phone (the voicemail service) and following the recorded tutorial. Your initial password will be your extension number.

If you receive a voicemail, both the voicemail key and the indicator light at the top of the phone will flash. To listen to your message, lift the handset and press the flashing voicemail key. Follow the instructions given by the phone.

For each voicemail you receive, the recording will also be emailed to you as an attached sound file. You will be able to listen to this through your computer speakers or headphones.

You can also access your voicemail from another extension or from an outside line. To do this, dial 8899 for the voicemail service or 01248 388899 if dialling from outside. Immediately press * to initiate the Messaging Centre service. You will then be prompted for a mailbox number. Enter your mailbox number and then again immediately press * and you will be prompted to enter your passcode. Follow the spoken instructions to listen to any messages.

Further Questions

If you have further questions about your new IP Phone not covered in either the Quick Guide for the Mitel 5212/5224 IP Phones or the User Guide for the Mitel 5212/5224 IP Phones, please read the Frequently Asked Questions page or email telephones@bangor.ac.uk.