1. Your Telephone
1.1. Why is my dial tone interrupted?
There may be several reasons for this. It may be that you are using the voicemail system in which case this is normal and is an indication that voicemail is working correctly. It may be that your extension is diverting to another extension; to cancel this key ##9. Alternatively your extension may be in Do Not Disturb; to cancel key ##5.
1.2. Why do callers receive the busy tone when I am at my desk and the telephone is free?
Your extension may be in Do Not Disturb (#5 ), to cancel key ##5. Alternatively there may be a network fault affecting incoming service, you can check this by going to Realtime Network Faults .
1.3. Why do callers receive the ringing tone but my phone does not ring?
It may be that your telephone handset is not functioning correctly. Check that the bell is not turned off or is faulty by changing the handset for another which you know works. Alternatively you may be in diversion to another extension which is not being answered; key ##9 and try again. If neither of these apply to you email the Faults Helpdesk quoting your extension number and line jack number and we will look into it for you.
1.4. I have tested my handset and it is working perfectly but I still have a fault with my line, what should I do?
Faults can come in all shapes and sizes, for example, no dial tone, crossed lines, one way transmission or a noisy line. Email the Faults Helpdesk quoting your extension number, line jack number and the nature of the fault and we will look into it for you.
1.5. I reported a fault to you more than two days ago and my line is still faulty, why is this?
At certain times of the year (especially at the start of every term) we have many faults to deal with and our engineers are not always able to repair them straight away. Please call the Faults Helpdesk on 88888 quoting your extension number for an update.
1.6. I am regularly receiving calls for someone else and am unable to stop them, how can you help me?
It may be that another extension user has diverted their extension to you in error. Please email us for assistance.
1.7. I am receiving nuisance and/or threatening calls, what can you do for me?
The University takes instances of this very seriously. You should contact your Departmental Administrator or college's Home Bursar for advice. You should also email the University's Security Services who will seek our assistance in tracing calls of this nature, however this is not always possible. In extreme cases it may be possible to have your number changed.
1.8. How do I transfer a call to another extension?
Ask the caller to hold and press R(ecall) then dial the extension number you require. When the extension user answers announce the call and hang up.
1.9. I would like to be able to bring another person into the conversation, how can I do this?
Press R(ecall) then dial the number you require. When the new caller answers announce the conference and press R(ecall)*4.
1.10. I am trying to dial a number abroad and am getting the number unobtainable tone, why is this?
It may be that your line does not have international access, get in touch with your Departmental Administrator or college's Home Bursar to have this changed. Alternatively, if you know that you have international access, dial 9 155 for the International Operator.
1.11. I am trying to dial a number in the UK but outside Oxford's local calling area and am getting the number unobtainable tone, why is this?
It may be that your line does not have national access, get in touch with your Departmental Administrator or college's Home Bursar to have this changed. Alternatively, if you know that you have national access, dial 9 100 for the Operator.
1.12. I am trying to dial a number starting with the digits 090 but am unable to get through, why is this?
Numbers with this prefix carry the most expensive Premium Rate Services and can cost as much as £1.50 per minute. Although the majority of these services are for entertainment purposes, certain embassies and high commissions also use these lines. If you are trying to dial one of these please contact your Departmental Administrator or college's Home Bursar who can arrange with us to allow you access to them.
1.13. How do I call a University extension which looks like this: 2xxxx?
If you are calling from a University extension dial it as listed. To call these extensions from outside the University Network dial 01865 280000 (or +44 1865 280000 from outside the UK) then the extension number when prompted. Calls to this number are charged at the national call rate from within the UK and international call rate from outside the UK.
1.14. How do I call an extension on Oxford's hospitals network?
Dial 553 followed by the five digit extension number. All calls to the hospitals network from the University network are free.
1.15. How do I call an extension at Oxford University Press?
Dial 530 followed by the four digit extension number. All calls to the OUP network from the University network are free.
1.16. I would like to be able to divert my calls to another extension, can I do this?
Yes, key #9 followed by the extension number to which you wish to divert you calls. To cancel key ##9.
1.17. I am dialling an internal extension and it is permanently busy, what should I do?
Use Auto Callback by keying R(ecall)#1 on the busy tone. If this gives the number unobtainable tone or produces no response within an hour then call the Faults Helpdesk on 88888 and the University Operator will test the line for you.
1.18. How do I become listed in the University's Internal Telephone Directory?
The printed version is updated annually and you will be added during the next update. You can always contact your Departmental Administrator or college's Home Bursar in order to make sure that his will happen. They can add you to the online version straight away. Please email us with your details.
1.19. My entry in the University's Internal Telephone Directory is incorrect, what should I do?
Email us with the correct information.
1.20. I do not have an Internal Telephone Directory in my room, should I have?
If you feel that you should have an Internal Telephone Directory of your own please ask your Departmental Administrator or college's Home Bursar.
1.21. How do I get hold of copies of BT's Phone Books?
We no longer purchase or supply BT phone books for the University. Should you wish to buy a BT Phone Book please visit their web page. But with online Directory Enquiries and Yellow Pages free of charge and so easy to use, why bother? The Telecommunications Directories Section has links to several online directories .
1.22. How do I find a number?
For internal numbers use the University's Contact Information page. For UK numbers try BT Directory Enquiries or Yellow Pages . For international numbers try BT's International Calling Guide .
1.23. I want to be able to see the number of the person calling me, how can I do this?
Caller Display is not widely available on the University's old network, however if you are on the Cisco VoIP network you can certainly take advantage of this feature. If you are on the old PABX network and you feel that it is important that you have this facility, get in touch with your Departmental Administrator or college's Home Bursar who will discuss your needs and, if necessary, ask us for assistance.
1.24. I am unable to use certain services available on the public telephone system, is there a fault?
The University's telephone system does not support certain services, for example Call Return (1471) or Call Waiting. If in doubt email us for advice.
1.25. I need to call an Emergency Service, what should I do?
Dial 999 or 112 and tell the operator which emergency service you want. Should you dial 999 or 112 in error, DO NOT HANG UP, instead inform the operator that there is no emergency. All calls to 999 or 112 are logged and immediately traced to the extension where the call came from.
2. Your Voicemail Service
2.1. How do I set up my voicemail box?
Dial 00 and follow the instructions. Should you receive the prompt 'Please key in your password' email us with your extension number and we will reset your voicemail box.
2.2. I get the number unobtainable tone when I dial 00, is there a fault?
This is unlikely. The voicemail system is presently not available for use by extensions which look like this: 2xxxx. If your extension looks like this: 8xxxx, this: 1xxxx or this: 7xxxx then please email us for assistance.
2.3. How much does voicemail cost me to use?
Voicemail is a free service.
2.4. I get the busy tone when trying to access my voicemail box, is there a fault?
Yes, please check the News page for up to date information.
2.5. I have recorded my outgoing message but callers are unable to hear it, what should I do?
The voicemail system comprises two integrated systems. One is the voicemail system itself and the other is the telephone exchange. Once you have set up your voicemail box you need to tell the exchange that you wish to use it. Key 13# to use voicemail on no reply after five rings and/or 12# to use voicemail when your line is busy. Note that users on Cisco VoIP will already have busy and no reply diversion in place.
2.6. My callers are getting my voicemail message immediately even though my phone is free, why is this?
You may have keyed the code to send your callers directly to your voicemail (11#); to cancel this key 11*. Alternatively you may be in Do Not Disturb (#5); key ##5 to cancel this. Another possibility is that the bell is not working either on your phone or line, check the handset for a fault and if you are still unable to rectify this then email the Faults Helpdesk quoting your extension number and line jack number and we will look into it for you.
2.7. My voicemail answers my callers after five rings, can I alter this?
This parameter is set to five rings on all University extensions and is not alterable.
2.8. When I try to access a new message I receive the message 'Sorry, there is a fault' or a series of high pitched beeps, why is this?
This is a message which has been recorded on your voicemail; whilst the message is playing key * then 3 to delete it.
2.9. When I try to access a new message I get put through to someone else, why is this?
This is a message which has been recorded on your voicemail; whilst the message is playing key * then 3 to delete it.
2.10. How can I access my voicemail when I am not at my desk?
Make sure you are an advanced user (key 9 from the main menu). Dial 01, wait for the prompt then * from another University extension. From outside the University network dial 01865 280001 (or +44 1865 280001 from abroad). You can also access your messages via the voicemail website but you must first email us to register for this service. If you are unable to access your messages call the Voicemail Helpdesk on 01865 288888 (or +44 1865 288888 from abroad) for assistance.
2.11. Can I have email notification?
Yes, email us for activation of this service.
2.12. Can I have SMS (text message) notification?
Yes, this service is currently available on a trial basis.
2.13. I am moving out of my room and wish to cancel my voicemail box, how do I do this?
Make sure you have read all your messages then email us and we will reset the voicemail service for your extension.
3. Telephone Charges
3.1. How much will a call cost me?
Internal calls as well as calls to the hospitals network and OUP are free. Calls to destinations outside the University's network are sent automatically by the cheapest available route.
3.2. I've heard that there is a low cost route to the University of Cambridge, how do I use it?
Dial the number in the normal way and the telephone system will automatically route your call over the cheapest available route.
3.3. I have a query about my telephone account, who should I ask?
Your Departmental Administrator or college's Home Bursar.
3.4. Can I get a printout of calls made from my extension?
This is possible but you must request this through your Departmental Administrator or college's Home Bursar.