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VoIP Answers to Frequently Asked Questions (FAQ)

Click on any question below to see the answer.

 

1. What is Voice Over Internet Protocol or VoIP? voip4.jpg

2. Why are we moving to a new phone system?

3. When does the new phone system implementation start?

4. How will the new system improve productivity and efficiency here at Alabama A&M University?

5. Will I have to get a new telephone?

6. How will I be notified when my phone will be replaced?

7. Is there information available on how to use the new telephones?                           

8. What training will be available to Faculty & Staff members?

9. What are the new phone options and can I select the type of phone I want?

10. Will I lose any phone capabilities that I have today?

11. If the campus loses power, will I be able to use the phone?

12. If I have problems with my phone, who do I call?

13. Is there a scheduled date for implementation for my area?

14. How long does it take to implement my new phone?

15. Do I have to be present the day of implementation?

16. How do I dial long distance?

 

 

 

1. What is Voice Over Internet Protocol or VoIP?
VOIP is an acronym for Voice over Internet Protocol, or in more common terms phone service over the Internet.

2. Why are we moving to a new phone system?
Our current system is no longer supported by the manufacturer. We are not able to get replacement parts and it is technologically outdated given the technology available today.

3. When does the new phone system implementation start?
March 12, 2012 is the start date. A schedule of the order in which buildings will be implemented is posted here. Training materials and user guides are also available on this site.

4. How will the new system improve productivity and efficiency here at Alabama A&M University?
Research conducted in the USA suggests that VOIP can drastically improve a business’s productivity. Here are just a couple of examples: with the call manager feature, you can have a complete employee list of all faculty and staff members. Call any of them with a single click, check missed calls and numbers dialed, and call lengths. Another example, faculty and staff members will be able to set up limitless speed dial numbers, allowing you to quickly make calls without searching for and dialing long numbers. One click puts you straight through. Many other productivity features are available, too numerous to list here.

5. Will I have to get a new telephone?
Yes, all desk phones will be changed to new Voice over IP phones. Lab phones will be converted over the next year.

6. How will I be notified when my phone will be replaced?
Since we are starting implementation during Spring Break, we will begin with Staff employees. To that end we have posted a list of buildings and the order in which the phones will be installed by building. We anticipate each building will take one to two days. Please be sure your office is accessible to the telephone technicians. If your secretary can provide access, your new phone will be installed. Offices that are not accessible will be moved to the bottom of the installation list. Only 2 attempts will be made to install the phone.

7. Is there information available on how to use the new telephones?
Yes, the User guides and Training videos are located on this site. There will be telephone personnel on site for 2 weeks until March 23, 2012. If you have specific questions or problems, you can call the VoIP support line at Ext. 6666.

8. What training will be available to Faculty & Staff members?
User guides and training videos are posted online. Please familiarize yourself with where to find these on the web site (see above), and follow the tutorial provided on the phone itself once yours is programmed for you. You will need to set up your new voice mailbox and record a greeting. The Voice Mail tutor provides step by step instructions on setting up your new voice mailbox. For users with the Unified Communications Client, a short class will be available.

9. What are the new phone options and can I select the type of phone I want?
Your new phone has been ordered based on the type of phone you currently have. If you are unhappy with the features available to you, we will address changes after the entire campus phone rollout has been completed.


10. Will I lose any phone capabilities that I have today?
No! You will actually be gaining many new features that will make communicating with the campus and outside world much quicker and easier.

 

11. If the campus loses power, will I be able to use the phone?
Just as today, the phones work for a short while during a power outage, depending on the amount of usage, the new system will operate in the same way. Do remember that this is strictly a short time back up, and use the phone only for emergency calls until the power returns.

 

12. If I have problems with my phone, who do I call?
Report all phone problems during the installation period (March 12-23) to X6666. After March 23, follow the usual campus procedure for reporting problems. Go to the IT Web page and log a ticket for phone, describing the problem or work required. Make note of the ticket number, and your problem will be corrected within 24-48 hours and a Move, Add or Change within 3-5 business days for changes involving less than 5 phones. Changes involving more than 5 phones will be given a due date by IT.

 

13. Is there a scheduled date for implementation for my area?
Each building will be installed per the schedule found on the IT web page. Since it is difficult to specify a day due to the large number of phones on campus (over 800), we ask for your patience and flexibility as we work as fast as possible to bring the campus on line on the new phone system.

 

14. How long does it take to implement my new phone?
Actually just a few minutes, the phone must be plugged in, registered and tested. We are currently doing as much of the necessary programming as possible in advance in order to make the time needed to install the phone as minimal as possible.

 

15. Do I have to be present the day of implementation?
You do not have to be present, but you do have to be sure that someone in your area has access to your office if you will not be present.

 

16. How do I dial long distance?

To dial long distance from the new telephone system, follow the procedure below:
Dial ##, Authorization Code, #, (wait for dial tone), and then dial 9, 1, area code and number