Information regarding IUP’s Voice Over Internet Protocol (VoIP) phone system
IUP is converting from the Centrex phone system to VoiP. The conversion from our current phone system to VoIP will be a process spanning three academic years. This conversion is being completed by building. If your building has been converted, please consult the documentation on this page for assistance.
Please note that you should always use 10-digit dialing even when making on-campus calls. You will need to dial 9 followed by 724-357-xxxx. If you are calling someone in a migrated building, you can simply dial 7-xxxx. Refer to the schedule to see which buildings have been converted.
In order to make an emergency call from a VoIP phone, please simply dial 911. No other digits are needed.
If you have any questions, please log an ihelp ticket.
Included are manuals for VoIP and the new Mitel phones that will be in use with the new VoIP system as well as some FAQs.
IUP User Guide - VoIP 101
Please review the manual regarding your new phone along with using the new phone system.
Tips for your new phone setup.
Accessing your VoIP voicemail the first time
Updating voicemail options
Connect to your voicemail box.
Select Option 1 – Access voicemail box
Option 3 – greeting menu
Option 5 – record new announcement
Option 8 – Change passcode
How to change busy/no answer greeting on voicemail
When users need to change their out-of-office greeting either because of vacation or holiday events, this procedure will help to save and set the desired recording.
From your VoIP phone: Select the voicemail button; or, if away from your desk phone, dial 724-357-1287 from a cellphone or land line.
Log in to your voicemail account using your voicemail password.
Once successfully logged in to the voicemail box, you are presented with options.
To get to the Busy greeting, follow the steps below.
1 - Record new Busy Greeting
2 - Listen to current Busy Greeting
3 - Revert to system default busy greeting. System default greeting is generally first and last name of user’s phone, along with the general message that user is currently busy and please leave a message.
This will set the newly recorded greeting. To verify the message being played, select 2 - Listen to
current Busy Greeting. This will play whatever message is active.
1 - Record new No Answer Greeting
2 - Listen to current No Answer Greeting
3 - Revert to system default busy greeting (System default greeting is generally first and last name of user's phone, along with the general message user is currently busy please leave a message.
Note: When DND is set to
ON or if the user selects Ignore on an incoming call from their phone, the Busy Greeting will be played. Otherwise, No Answer will be played.
Accessing your voicemail from outside your office
Calling into voicemail outside of the office presents you the same options as you would have from using your office phone.
My phone won't ring and the notification light is solid red
Check to ensure your DND (do not disturb) isn’t turned on. There is a soft key below the display screen that you can select to turn DND on and off. When DND is on, your phone will not ring, but users can still leave a voicemail.
Total recording time for your voicemail box
Each voicemail box can hold up to 30 minutes of recordings.
Changing your ringtone
How to change ring tones on 6867i phones:
How to set up call forwarding from your desk phone
Call forwarding functionality allows users to re-direct their telephone number to another line/cell phone.
There are three options within the call forward menu of the phone; Call Forward All, Call Forward Busy, and Call Forward no answer.
Call Forward All sends every call to the destination number that was set.
Call Forward Busy will play the busy greeting when both lines are occupied, or when a user is on a call and is presented the option of “ignore.” This will also play the busy greeting.
Call Forward no answer and specify the amount of rings before forwarding the call to destination number.
Note: When call forward no answer is set, the voicemail will reside on the destination number's voicemail. The voicemail will not go back to the originating number.
There are four- bottom soft keys located below the display.
The first soft button you will see is Call FWD. Select this button on the phone.
You will now see all three call forwarding options noted above.
To toggle down through the prompts, select the up or down arrows to the right on the display screen.
Toggle to a text box where you can input the TN (ex: 7243574000)
To confirm you’ve placed a call forward, toggle over to the ON checkbox and highlight to become blue.
Select the check button within the arrow keys noted above to place or remove a check.
Note: Placing a check in the ON checkbox means that call forwarding is enabled. If no check is placed, then forwarding is not enabled and calls will ring as normal to your personal number.
Make sure when setting a call forward that it is the correct forward being placed. Refer back to the top of documentation to verify all call forward options.
You can backspace any numbers in the text box field by placing a cursor in the textbox and hitting the second soft key button noted as backspace.
After all settings are confirmed, you will need to select the Save button, which is the first soft button key.
This will take you back to the main display screen of your phone.
If call forwarding is enabled, you will see double arrows in the top right on the blue border of the display. Additionally you will see a constant red notification light indicating a feature is enabled and set.
Enable/Disable call forwarding remotely from VoIP phone to Mobile device
Note: Before you have access to this feature, you need to make sure you submit an ihelp ticket. We need to setup your VoIP profile to allow for the Clearspan Anywhere feature. In the ticket, please include the following information:
Once set up for Clearspan Anywhere, you can DeActivate (*13) and Activate (*12) when calls are coming to your mobile device. If you’re in the office and at your desk phone, you can deactivate the location from your mobile device; when working remotely
you will need to activate the feature.
Call 724-357-2056 (IUP Clearspan Anywhere number, from mobile device))
You will be prompted for a passcode, which is your voicemail passcode for your office phone followed by the # sign (e.g., “123456#”).
When the system asks what is the destination number, type *13# (DeActivate Clearspan location).
At this point, you will no longer receive calls from your office phone via your mobile device.
Call 724-357-2056 (IUP Clearspan Anywhere number, from mobile device)
When the system asks what is the destination number, type *12# (Activate Clearspan location).
Once activated, you will receive calls on your mobile device from your office phone. This is the setting you want when working from home and not being in the office.
Transferring calls in VoIP
How to make a call from a remote device that looks like it is coming from your office number
In order to make a call from a remote device display your office number, please log an ihelp ticket. After the ticket is processed, you will need to follow these steps. If you plainly make the call without following the below steps, your actual device number will be seen.
Steps 1 – 4 will need to be done for every new call needing to be masked as your office telephone.
Note: Please keep in mind when using a remote device, such as a landline or mobile cellphone, that additional charges could show up on those lines, such as long-distance calls.
Connecting a wireless headset to a VoIP desk phone
Note: When troubleshooting, verify the Plantronics device is plugged into the designated headset port on the 67i device. Users have tethered the handset cable directly into the Plantronics unit, and placed the Plantronics unit into the handset jack, causing device to not work properly.
While on a phone call, it is possible to switch between a phone and a headset without interrupting the call.
Panasonic cordless quick tips
Select Menu – setting handset – Display option – Select notification – You can toggle on or off message or LED. If you want the message on the display of the handset, just select LED and turn off. This will turn off alerts via the notification lights for missed calls. You can do this for Voicemail as well in the same notifications section, but it’s advised keeping the message and LED turned on for that option.
Panasonic User Guide
VoIP processes for Auto Attendant, Holiday Schedule process, and Call Center reporting.
If you have any questions about the processes, please log a ticket via ihelp.
Auto Attendant Documentation
Using the Auto Attendant phone, make the recordings needed for the outgoing voicemail message. If the recordings do not need to be changed, skip the Set Announcement section.
To set the greeting announcement, navigate to clearspan.voip.iup.edu.
To test if the message was saved, call the auto attendant number to verify. Please note: the After Hours or Holiday messages will only play during the time the message is assigned to. If additional recordings are required, please follow these steps
again until all recordings are done.
Changing the Holiday Schedule
After the Holiday greeting is recorded, you will need to set the holiday greeting.
Standard vs. Summer Scheduling
Changing Summer and Standard hours within Auto-Attendant.
Standard and Modified Holiday Scheduling Explained
When selecting the holiday schedule for the year within the auto-attendant section, this breaks down the difference between “Holidays” and “Holidays Modified.”
Please refer to the holiday schedule for the complete listing of IUP holiday schedule by year.
Refer to the chart below when selecting a holiday schedule. Anything with “X” the auto-attendant will play the holiday greeting or default greeting that is assigned to your auto-attendant.
Call Center Reporting Guide
Documentation for the Call Center Reporting Guide. This PDF will assist you with the Auto Attendant Reporting features.
The conversion from our current phone system over to VoIP will be a process spanning three years. Below are the buildings planned for each year of the conversion. If you have any questions about the conversion, please log an ihelp ticket.
Please note: If you are calling someone in a building that is not migrated, you will need to dial 9 followed by 724-357-xxxx. If you are calling someone in a migrated building, you can simply dial 7-xxxx. Refer to the schedule to see which buildings have been converted.