Frequently Asked Questions
Frequently Asked Questions
If your questions can't be answered here, please call (615) 343-9999.
Requesting New Service
- No Dial Tone
- Trouble placing calls?
- Trouble receiving calls?
- How do I select different ring tones?
- How do I adjust the ringer volume?
- How do I transfer calls?
- How do I use the speaker function?
- How do I use my telephone as a speakerphone?
- How do I use redial?
- How can I make a three way conference call?
- How is the feature button used?
- What is the "recall" button used for?
- What is "OHROFF"?
- What is "RMUTE"?
- What is "MIC"?
- How do I activate my headset?
- What does the "HELP" button do?
- What does the "EXIT" button do?
- How do I used the programmed keys and features?
- CALL FORWARD (FWD)
- CALL FORWARD/BUSY/NO ANSWER (FWBNA)
- CALL PICK-UP (PICK)
- DIRECTED CALL PICK-UP
- VOICE CALL (VOICE)
- SAVE & REPEAT (S&R)
- SPEED DIAL (SPD)
- CALL BACK (CB)
- What is the SP350 Softphone?
- How do I order a SP350 Softphone?
- How much does the SP350 Softphone cost?
- Does the SP350 Softphone work with Global Navigator?
- Can I use my desk phone and my SP350 at the same time?
- What happens if my workstation has a problem while using the SP350 Softphone?
- What do I need to use the SP350 Softphone?
- Can I use the SP350 Softphone on my home computer?
Single Line Phones
- How do I Dial a Campus Extension?
- How do I Dial an Off-Campus Number?
- How do I Make Long Distance Calls Using a V-Net Number?
- How do I Forward All Calls?
- How do I use Forward-No Answer?
- How do I use Call Forward-Busy?
- How do I use Call Back?
- How do I place a Call on Hold?
- How do I use Call Park
- How do I use Call Pickup?
- How do I use Directed call Pick-Up?
- How do I use Conference--Three Way/Possible Transfer?
- How do I Consult a Third Party?
- How do I Transfer a Call?
- How do I use Last Number Redial?
- Want Voice Mail to answer your phone?
- Want your third call to go to Voice Mail?
- Want to share a mailbox?
- Want quick access to the system?
- Transferring a call to someone with "Forward No Answer" to Voice Mail doesn't work?
- Need to retrieve a call from someone's voice mailbox?
- Do you have a long-range pager and wish to set up a notification schedule?
Requesting New Service
All requests for new service, or changes to existing service must be submitted on a Vanderbilt University Purchase Requisition form number 60-005-803 directly to Vanderbilt Information Technology (VUIT), Peabody Box 34, or hand deliver the form to us at 143 Hill Center on the east side of Peabody campus. Requisitions must have authorized signatures and required financial approval prior to submitting to VUIT. Requisitions can be faxed to extension 3-1605.
Repair service is available during normal business hours, 7:30 am to 4:30 p.m. Monday through Friday free of charge by calling (615) 421-1611. Emergency service is also available after hours by calling (615) 421-1611. Depending upon the problem, you may need to provide the Help Desk staff with some or all of the following information when you call: your name, campus, dormitory, room number, telephone number, jack number if available (may be printed on the jack), an alternate number where you can be reached, and a description of the problem.
- Carefully check your telephone to see that it is connected properly. The answer to your problem may be readily apparent.
- Is the handset connected to the telephone base?
- Is the telephone connected to the correct outlet labeled voice on the jack?
- Check the Dialing Instructions section of this Guide to ensure that you are dialing the number correctly.
- If your telephone has a button to select "tone" or "pulse", be sure to select "TONE".
- If you have an answering machine, disconnect it and try to place the call with only the telephone set plugged in. If the call goes through, the problem may be with the answering machine or how it is connected.
- Be sure that the ringer is on and/or the ringer volume is turned up.
- Ensure your telephone is not forwarded. Remember single line telephones and lines other than the primary line on a D-Term will not visually display that they are forwarded. Try to cancel forwarding on these lines before calling the Help Desk.
How do I select different ring tones?
With a code you can select different ring tones. While your telephone is ringing:
1) Press FEATURE + 3. Your display shows "RINGER TONE" and the number of that tone (1,2,3,4).
2) Continue to press FEATURE + 3 to hear all four tones.
How do I adjust the ringer volume?
The ringer volume is controlled by the UP or DOWN arrow button located on the bottom right side of keypad on the telephone. While your telephone is ringing, press either the UP or DOWN arrow button. The volume will change accordingly.
a) Press the TRANSFER button. You will hear the special dial tone.
b) Dial the number where you want to transfer to.
c) Once the person answers either announce the call or you may hang up. The call will be connected.
d) If the number you called is busy or there is no answer, press your TRANSFER button to go back to the caller.
How do I use the speaker function?
By pressing the SPEAKER button you will be able to dial or monitor a call without lifting your handset. When the SPEAKER is activated, the speaker light will be red.
How do I use my telephone as a speakerphone?
1) Press FEATURE + 5. Your display will show "HANDS FREE ON"
2) Press FEATURE + 1 or your MIC button. Your light must be lit red.
3) To make a call, press SPEAKER (the red light shows the speaker is on).
4) To hang up, press the SPEAKER button. This shuts off the speaker capability and the red speaker light turns off .
5) If you leave your SPEAKER light on, you will hear a reorder tone to alert you.If enough time passes, you will see "HANG UP!!" on your display.
How do I use redial?
This feature allows your telephone to redial the last 5 numbers you dialed.
1) Leave your handset in its cradle and press REDIAL.
2) You will hear dial tone.Your display shows, "LNR[*]/SPD[XXXX]-1
Note: The last 5 #'s you dialed will appear on your display. Continue to press REDIAL until you see the desired number
3) Press * and the number is automatically redialed.
4) Use your speakerphone or lift the handset to talk.
How can I make a three way conference call?
The CONF button allows you to set up a three party conversation. Note: You can conference people who are located off campus.
1) Make or receive the 1st call.
2) Press TRANSFER. You will hear the special dial tone. Your display shows "XFR".
3) Call third party.
4) When third party answers, press CONF. Your conference light will be red. The light will remain on until someone hangs up. Note: If the conference call includes a long distance number, dial it first.
How is the feature button used?
The FEATURE button allows you to activate telephone setup functions and program your speed dial buttons.
1) FEATURE + 1 - Turns the built-in microphone on or off. The MIC light is red when it is on.
2) FEATURE + 3 - Selects the tone of the ring. The telephone has 4 ringer tones. While your telephone is ringing, press FEATURE + 3 to change the ring tone. Continue to press FEATURE + 3 to hear other tones. Stop at the tone of your choice. Your display shows, "RINGER TONE" and the number of the tone (1,2,3,4).
3) FEATURE + 5 - Activates the speakerphone. Press FEATURE + 5 to use your telephone as a speakerphone. Your MIC light must be lit red. Note: If your speaker-phone is not working properly, make sure you have your "HANDS FREE ON". Check this by pressing FEATURE + 5.
4) FEATURE + 6 - Deactivates the speakerphone. Press FEATURE + 6 to deactivate the speakerphone. Your display shows "HANDS FREE OFF".
5) FEATURE + 7 - This feature turns your indicator light, located on the top right hand corner of your telephone, OFF or ON. The light indicates when your telephone is ringing or when you have a voice mail message waiting. Your display shows. "INDICATOR ON" OR "INDICATOR OFF"
What is "RMUTE"?
This feature which is located on the top row, 2nd triangular button, MUTES the ringer so that the phone will not ring for any calls. This will give you a feature similar to the Do Not Disturb function.
How do I activate my headset?
To use a headset you must first submit a requisition to have a release key programmed onto your Dterm phone. This key will allow you to hang up after you have completed your call without disabling the headset function. To activate the headset function you must use the triangular soft key furthest to the right, below the display and scroll to the second screen of soft key commands. Press the soft key that is immediately below HSET in the display. HSET will then begin to flash in your display and a dialtone will be heard on the headset. Press the release key to hang up, and your headset function is activated.
CALL FORWARD (FWD): allows you to forward all calls to another telephone number.
1) Lift handset or press SPEAKER and press the FWD ALL button. You will hear the special dial tone and your display will show"FORWARD".
2) Dial the extension number you want to fwd your calls to. You will hear the service set tone and your display will show "FWD SET" and the extension number, hang up or press SPEAKER. The FWD button light will remain lit until you cancelthe calls that are being forwarded.
3) To cancel, lift handset or press "SPEAKER" and press "FWD ALL" button. You will hear the service set tone and your display will show "FWD CNCL" and the extension number. Hang up or press the SPEAKER button.
CALL FORWARD/BUSY/NO ANSWER (FWBNA): allows you to forward your calls to another telephone number when you are away from your desk or if your line is busy.
1) Lift your handset or press SPEAKER. Press the FWBNA button or "*" and "8". You will hear the special dial tone and your display will show "FWD".
2) Dial the extension number you want your calls to FWBNA to. You will hear the service set tone and your display will show "FWD SET" and the extension number. Hang up or press SPEAKER . The FWBNA button light remain lit until you cancel the calls that are being forwarded.
3) To cancel, lift your handset or press SPEAKER. Press the FWBNA button or "#" and "8". You will hear the service set tone and your display will show "FWD CNCL". Hang Up or press SPEAKER.
CALL PICK-UP (PICK): allows you to answer up to 20 numbers whose telephones are physically close together. You can answer a telephone that is in your pick-up group and does not show as a line on your telephone. You must be able to hear the telephone ring.
1) Lift your handset or press "SPEAKER".
2) Press your "PICK-UP" button to answer another ringing telephone within your pick-up group. Your display will show "PCK" and the extension number and you will be connected to the caller.
DIRECTED CALL PICK-UP: allows you to answer another ringing telephone that is not in your pick-up group. Example: You are in the office next door and you hear your telephone ring. To answer your call use DIRECTED CALL PICK-UP.
* Lift your handset or press the SPEAKER button. Press # + 6 then the extension # you want to pick-up. Example: #+ 6 + 29991. You will be connected to the caller.
VOICE CALL (VOICE): This feature allows you to speak directly through the handset into another instruments speaker. It is a one-way intercom.
1) Lift your handset and dial the extension.
2) Then press the VOICE button. Four "pings" will be heard on the telephone being called.
3) The person you are calling must have the MIC button on to speak to you without lifting the handset. The handset maybe used at anytime.
SAVE & REPEAT (S&R): allows you to save a number and redial.
1) Press S&R while you are listening to a telephone ring, get a busy signal, or talking to someone you need to call back. The light serves as a reminder that you have a number stored in S&R.
2) When you are ready to call the number again, lift your handset or press SPEAKER press S&R. The call is automatically dialed.
SPEED DIAL (SPD): allows you to call a number you have preprogrammed in a SPD button. Each SPD button will hold up to 8 digits.
*** To program a SPD button ***
1) Leave the handset in its cradle and the SPEAKER button off.
2) Press the FEATURE button, then press the desired SPD button.
3) Enter the desired telephone number.
4) Press the FEATURE button again to store the number in the desired SPD button.
*** To use a SPD button ***
1) Leave your handset in its cradle and the SPEAKER button off.
2) Press the desired SPD button you programmed. The telephone # is automatically dialed. You will hear ringing or a busy signal.
3) Use your speakerphone or lift the handset to talk.
Shift: allows you to establish 16 additional SPEED CALLING buttons for a total of 32. By pressing the Shiftbutton you are turning the page to 16 extra unused SPEED CALLING buttons.
*** To Program Shift SPEED CALLING buttons***
1) Leave your handset in it's cradle and the SPEAKER button off.
2) Press the Shift button. The Shift light will be lit red.
3) Press FEATURE + SPEED button and enter the desired telephone number. Your display shows the digits you entered into a SPEED button
4) Press the FEATURE button again to store the number in the desired secondary SPEED button. Your display will show, "SPD SET".
CALL BACK (CB): allows you to have a busy extension call you back when both extensions are idle. If you call and receive a busy signal, you can set a CALL BACK. When the busy extension hangs up, your telephone will ring. When you lift your handset, their telephone will ring. If you are not in when the busy extension hangs up, the ringing will stop after 3 - 5 rings and the other extension will not ring at all. You can place only one extension # in CALL BACK at a time.
*** With programmed button (CB) and Access Code (FLASH+*+9)
1) When calling an extension # and you hear a busy signal, press CB or FLASH+*+9. You will hear the service set tone and you display will show "CB SET" and the "CB" light will be on. Hang up.
2) When the "busy" extension hangs up, the CALL BACK process will begin: Your display will show "CB" and the extension that is calling you you and your telephone will begin to ring.
3) To cancel, lift your handset or press SPEAKER. Press the CB button. The red indicator light will go off, you will hear the service set tone and your display will show "CB CNCL". The CALL BACK is now canceled.
How do I Dial an Off-Campus Number?
Lift the handset and listen for the dial tone. Then dial nine (9) and you will hear another dial tone. Dial the 7 digit off campus number. You cannot dial an on campus number using it's 7 digits.
How do I Forward All Calls?
(to have all your incoming calls ring at another phone or go directly to voice mail)
To activate: Listen for dial tone, Dial #1 -- Dial extension or 60000 for voice mail. If the forward is accepted you will hear a set tone. If the forward is rejected you will hear a reorder tone.
To cancel: Listen for dial tone, Dial *1 set tone will be heard.
How do I use Forward-No Answer?
Forward-No Answer will forward all of your calls to a specified number after four rings.
To activate: Forward-No Answer lift the handset and listen for the dial tone. Dial the Forward-No Answer set code # 7 and listen for the special dial tone. Dial the number you want your calls to be forward to. If it is accepted a set tone will be heard.
To cancel: Forward-No Answer lift the hand set and dial the Forward-No Answer cancel code * 7. A set tone will be heard.
How do I use Call Forward-Busy?
Forward-Busy will direct all incoming calls to a designated extension when your line is busy.
To activate: Call Forward-Busy lift the handset and listen for the dial tone. Dial the Forward-Busy access code # 4, you will hear a special dial tone. Dial the extension you want your calls forwarded to. If it is accepted a set tone will be heard.
To cancel: Forward-Busy lift the handset and dial the Forward-Busy cancel code * 4. A set tone will be heard.
How do I use Call Back?
If the desired extension is busy, flash the switchhook once for about one second and listen for a special dial tone. Dial the Call-Back set code * *, if accepted a set tone will be heard. Hang up and the phone will ring you back will yours and the other party's line are both idle.
To cancel: lift the handset and listen for the dial tone. Dial the Call Back code * *, to cancel the process.
How do I place a Call on Hold?
Depress the switchhook once and dial # #. Hang up the phone and it will ring intermittently to remind you that you have a call on hold. To return to a held call depress the switchhook. If you receive a dial tone, your party hung up while waiting. You may also originate another call while your original caller is on hold. Simply dial the number you want to call after pressing # # to place the first call on hold.
How do I use Call Park
(to park a call so that it can be retrieved from either another phone or your phone)
To park a call on your extension number, Dial #6 then hang up, the call will automatically be parked on your extension number.
To answer a parked call: Listen for dial tone then dial #6 the call will be retrieved.
To Answer a parked call from another number: Listen for the dial tone then dial *6 and then immediately dial number on which call is parked.
How do I use Conference--Three Way/Possible Transfer?
(To consult and/or add a third party to your conversation and/or transfer)
Depress the switchhook and listen for a special dial tone, then dial third party number and * If the third party or number you dialed cannot be reached for any reason, depress the switchhook to be reconnected to your party. Once the third party answers, announce the conference and press switchhook again to connect all three parties.
How do I Consult a Third Party?
You may consult a third party by following the instructions above with the exception of the pressing of the switchhook to join all of the parties together. Once your third party hangs up you will automatically be reconnected with the first caller.
How do I Transfer a Call?
Depress the switchhook , wait for the dial tone, then dial the number you want to transfer the call to. When the party answers, announce the call, then hang up the remaining parties will be connected. If the party you wish to transfer to does not answer, simply depress the switchhook to be reconnected to the original caller.
Vanderbilt's Vanderbilt Information Technology Department does not currently offer cordless telephone service. Commercial cordless telephones may be incompatible with the university PBX system. A cordless Dterm is being tested and will be available in the near future. Call (615) 343-9999 for additional information and updates.
Want Voice Mail to answer your phone?
Forward to the voice mail system (60000). The standard forwarding features work with our voice mail system. Using Forward No Answer allows your phone to ring at your desk 3 to 4 times before forwarding to voice mail. Using Forward Busy allows a caller to be forwarded to your voice mailbox when you are on your phone. Using Forward All allows all calls to be forwarded to your mailbox immediately.
Want your third call to go to Voice Mail?
You have a main line and a rollover. You want to forward busy your rollover to voice mail so that when both lines are busy, the next call will forward to voice mail. In order for this to work properly, you must forward your phone as follows: FWD BSY your first line to your second line and FWD BSY your second line to voice mail (60000). As long as your customers are calling your main line and not your rollover directly, your callers will receive your personal greeting.
Want to share a mailbox?
You have a mailbox on the system and you are forwarded to voice mail. If someone else forwards to you and they do not have a mailbox on the system, their callers will receive the system greeting. Because our voice mail system is integrated with our telephone switch, the voice mail system recognizes the extension calling and decides on which mailbox to place the call. If the extension being called is not a voice mail subscriber, the system will place that call in the general system greeting. A transfer mailbox must be requested for the person who wants to share your mailbox.
Want quick access to the system?
If you call into the system using your personal 1-800 number or your direct dial Vanderbilt number that has been forwarded to the voice mail system, you will hear your personal greeting. To gain access to your mailbox from your personal greeting, simply press 7 to indicate that you are a subscriber. At this point you will be prompted to enter your password. You are now at the main menu that allows you access to all Voice Mail functions.
Transferring a call to someone with "Forward No Answer" to Voice Mail doesn't work?
"When I transfer a call to a person who has their phone forwarded No Answer to voice mail, the call never goes to voice mail. The phone just continues to ring."
To allow voice mail to answer the call, simply transfer the call and release it. Do not wait for voice mail to answer before releasing the call.
Need to retrieve a call from someone's voice mailbox?
You've transferred a call to someone and their voice mailbox greeting starts to play, to exit that persons' voice mailbox and retrieve the call, simply press the star (*) key three times. This exits the voice mail system and the caller is returned to you.
Do you have a long-range pager and wish to set up a notification schedule?
Simply gain access to your mailbox, from the main menu press 4-4-1 for pager notification schedule. When prompted for the number to enter for notification, simply enter your 7-digit pager number.
What is the SP350 Softphone?
NEC’s SP350 Softphone is an IP telephone that is installed on a personal computer (PC) or laptop and delivers high quality voice via a USB-connected headset/handset. Designed to meet the needs of any employee, it can be used as a primary desktop telephone, a supplemental desktop telephone or a remote/telecommuting device. The SP350 Softphone provides call centers valuable flexibility in managing their agents and important options in planning for disaster recovery by allowing agents the ability to work remotely from any location.
The SP350 Softphone can be ordered just like any other telephone at Vanderbilt. A phone may be ordered by submitting a requisition to VUIT or online through eProcurement.
The SP350 Softphone can be purchased as an add-on to an existing telephone or ACD telephone for a monthly cost of $5. The SP350 Softphone can also be purchased as a stand-alone phone for $32 per month. However, it is important to note, the SP350 Softphone is not available as a stand-alone ACD telephone.
Yes, a call center agent using the SP350 will interact with Global Navigator (GNAV) identically as any other agent to provide call statistics and reporting through GNAV.
No, a user must be logged into the either the SP350 Softphone or their desk phone. It is important to note that an SP350 Softphone can only be an add-on to an IP Dterm desk phone. When the SP350 is set up as an add-on to an existing IP DTerm desk phone, the two phones will share an extension. Once a user logs into the SP350 Softphone, they will then be logged out of their desk phone, and vice versa.
The SP350 Softphone will behave just like any other phone that experiences a hardware problem. If you are on a call using your SP350 Softphone and your workstation experiences a hardware or software problem causing the SP350 to stop, the call will be dropped. If a call center agent is logged into their ACD queue and experiences a problem with their workstation that causes the SP350 to stop, the agent will remain logged into their queue and would need to contact VUIT to be logged out.
Once a user has completed the installation instructions to set up the SP350 Softphone on their workstation, all that is needed is a USB connected headset/handset. If using the SP350 Softphone from outside the Vanderbilt network, a user would need to download and enable a VPN client on their workstation.