Phone

Telecommunications

When working remotely, faculty and staff can have their work phone routed to their cell, home phone, or a computer Softphone application. There are three options to choose from, each with varying degrees of functionality.

On the Avaya Campus PBX, there are options to allow you to access your telecommunication services remotely:

  1. Call Forwarding: a simple call-forwarding tool that operates via the cellular network (60% of campus will choose this basic option)
  2. EC-500: a more advanced tool that masks your cell number as your office phone (still uses the cellular network)
  3. Softphone Applications: the most robust way to obtain and make calls. Uses Voiceover IP instead of the cellular network and can be used via mobile or computer

Learn more about telecommunications options and how to request these services:
https://tech.msu.edu/network/telecommunications/.

Call Forwarding

Call Forwarding is a basic feature that forwards all calls from your office phone to the number of your choosing, including a cell phone or home phone. The feature must be turned on and off by dialing numbers on your office phone.

To activate, dial “*2” on your phone, followed by the number you want to forward to. Be sure to dial 8 before the number if it is an off-campus number and include the country code (1 for the USA). When active, you should get three confirmation beeps. To disable, dial “#2” from your desk phone.

EC-500

EC-500 is a feature that allows a user to merge the functions of their desk phone with a cell phone. When a call rings their campus phone number, the call will also ring their cell phone at the same time. When the user places a call anywhere on campus, it will mask their cell phone number, instead showing their desk phone number. The feature can easily be turned on and off by the user, allowing them to control when calls are sent to their cell phone.

EC-500 requires no software to be installed and is compatible with all makes and models of cell phones. There is no additional charge for Avaya Campus PBX users.

When the feature is enabled, users will need to check both their desk phone voicemail as well as their cellular phone voicemail, as there are scenarios where voicemails might end up in either one (depending on the timing and configuration of your provider’s voicemail).

Requesting EC-500 Service

EC-500 can be requested via the IT Service Desk by calling (517) 432-6200 or by submitting a CA ticket on the Self-Service Portal (Request a Service, Telecom Category, Telephone, Update a Phone).

More Information

You can download our user guide here: https://go.msu.edu/avayaguide

Softphone Applications

Softphone Applications are applications available for Windows, MacOSX, Android or Apple iOS devices that allow you to interact with your telephone remotely. You can use the Avaya IX Workspace application to log into your phone, place and receive calls, and manage features of your desk phone remotely. When the user logs out of Softphone, calls will no longer flow to their remote device.

Softphone applications such as Avaya IX Workspace allow features such as conference calling, transferring calls, placing calls on hold and seeing the phone status of other users.

There is no additional cost to sign up or use the Softphone Applications for Campus PBX Users. Contact and Call Center users will need to submit a service request for their users to be setup for Softphone access. All users should have a USB or Bluetooth Headset that is compatible with their device.

You can download the Windows or MacOSX applications from the Telecom Self Service Portal. Download the Avaya IX Workplace app from your app store if you are planning on using the service with your smartphone.

Requesting Softphone Application Access

You can submit a service request to get access to the Softphone applications by going to the IT Service Desk Self Service Portal (Request a service, Telecom Category, Telephone, Update a phone). Users can also request access by going to the Telecom Self-Service Portal and selecting the Softphone menu item.

More Information

You can download our user guide here: https://go.msu.edu/avayaguide

Unified Messaging

Unified Messaging is a feature of the Avaya voicemail system that allows users to receive copies of voicemails left on their work phone in their MSU email account. This allows the user to know that a message was left for them and allows them to listen to it over their computer remotely. Users can also use the Web Access function to listen to their voicemails through a web browser.

Unified Messaging requires no software to be installed, but the user will need an application that can play “PCM-U” encoded WAV files (Windows Media Player should be able to do this by default). There is no additional cost for this feature.

Avaya Aura Messaging Unified Messaging Options include:

Web-based access to messages (via Internet Explorer only) – Users can access voicemails via a web browser and listen to messages with computer speakers or have the voicemail system call them: http://www.telecom.msu.edu/vm

Notify Me: A customizable version of Unified Messaging that allows users to determine how to be notified of messages in their mailbox, including email and SMS notifications. A copy of the message can be included with the notification via email.

Reach Me: A feature that forwards calls to a phone on a schedule that the users define. It also allows users to define a list of numbers that they want called and if they want to screen calls before they accept them.

Manage Your Greetings: play and re-record your greetings from your computer. Manage your out-of-office greeting without having to re-record your primary greeting.

Requesting Unified Messaging

You can submit a service request to get access to the Unified Messaging or Voicemail Web Access portal by going to the IT Service Desk Self Service Portal (Request a service, Telecom Category, Telephone, Update a phone).

Users can also go to the Telecom Self-Service Portal and click on the Voicemail tab to upgrade their account to allow access.

More Information

You can download our user guide here: https://go.msu.edu/avayaguide