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University of Stirling link to www.stir.ac.uk

Facilities

Telephone Services

New University Telephone System

New Handsets

We are aware that there are a small number of new telephone handsets that are not yet working. Work on these handsets is a priority for us.

Quick Reference Guides

You can view a quick reference guide for the 5320 and 5330 handsets by clicking on the relevant link:

5320 Quick Reference Guide

5330 Quick Reference Guide

Full User Guides

You can view the full user guide for the 5320 and 5330 handsets here:

On Line Tutorial

We have arranged for users to have access to a Mitel on line training portal.  This can be accessed at the following location.

http://www.mitelfeatureteacher.com

Please use the username Telephones@stir.ac.uk and the password stirling

On the front page please select your handset model (5320 or 5330)

Please note we have 10 concurrent access licences to this portal, and therefore you may find that all licenses are in use.  This will be shown when you attempt to log in.  If this is the case then please revisit the site at a later date.

 

Old handsets

Your old handset will continue to have a dial tone but should not be used unless you have been advised that you will need to continue using this after the changeover. In this instance you will not have had a new handset installed. For other staff old handsets will be collected in due course.

Voicemail

For those who have requested voicemail facilities an arrangement will be made for calls to be diverted to voicemail when your line is busy or engaged.

If you requested voicemail you will have received an email from Microsoft Exchange titled ‘Welcome to Exchange Unified Messaging’. This will include your voicemail PIN.

If you have not requested voicemail but now require it please contact the Information Centre.

If you cannot locate your PIN, please open Outlook and go to Tools > Options > Voicemail and click the ‘Reset PIN’ button. You will then be sent an email with a temporary PIN which you have to change when you first access voicemail.

Support Arrangements after switchover

Ongoing support arrangements are as follows:

If you are not sure how to use your phone or a particular feature on it, please check the 'Documentation and Training' and 'FAQs' pages before contacting the Information Centre.

If you are experiencing technical problems with your VoIP handset, please contact the Information Centre, ext 7250.

If you are a new user and want to get a new handset/line set up or need to alter your system privileges, please contact Louise Cowie, ext 7111

Please do not report non-urgent issues on the 28 and 29 March so that the Information Centre is able to focus on priority requests for the first couple of days.

Good Practice

The telephone remains an important means of contact for students, prospective students and business partners and our aim should be to present the University as friendly and professional. The following simple guidelines will assist us to achieve this.

Transferring a call

When transferring an external call you should announce the call to the person you are transferring it to and the reason for the transfer. If the person you are trying to transfer to is not available, you should revert to the caller and offer them further assistance. If you are transferring to the switchboard you should inform the switchboard staff of the reason for transfer. Blind transfers when the handset is replaced person as soon as…..

Using Voice Mail

When used correctly voicemail systems offer a convenient method for callers to leave non-urgent messages when there is no one available to answer the telephone.

The University voicemail system is provided as part of the Exchange/Outlook email system, therefore you will see both a light indication on your handset and an email in your inbox when someone has left you a voicemail. For options on how to set up your voicemail and other user instructions please refer to the 'Documentation and Training' and 'FAQs' pages before contacting the Information Centre.

  • Voicemail should only be used when you are away from your desk and there is no-one available to answer the call on your behalf.
  • Record a personalised greeting. For example, “Thank you for calling John Smith at the University of Stirling, I am sorry I am unable to take your call at the moment, please leave me a message and I will deal with it as soon as possible.”
  • If you are going to be absent for more than 24 hours, and will not be able to pick up messages either through the voicemail or email system, you should reflect this in your greeting. For example, “Thank you for calling John Smith at the University of Stirling. I am now on leave and will be returning to work on Monday 5th July. I will not be able to deal with any messages until then, so if your call is urgent please contact my colleague John Brown on XX. Thank you.”
  • Deal with messages promptly
  • Delete messages once you have listened to and acted upon them
  • Ensure that you keep your PIN code confidential, do not disclose it to anyone and ensure that you change it regularly

Any group or departmental voice mailboxes should have an owner identified. The owner is responsible for recording the greeting and for managing the messages in accordance with the above guidelines.

Further information

As the project progresses we will provide further updates however in the meantime if you have any queries specifically related to the project please refer to our Frequently Asked Questions page, or if this does not answer your query then please contact the project team at telephoneproject@stir.ac.uk