Information Services Division



Why can't I take my number?

Because the numbers in use by most departments are not contiguous, we can't transfer them over to VoIP and leave other numbers intact. As the project rolls out, this problem will recede as the bulk of numbers transfer over to VoIP.  As whole buildings move to the new system, we can change all the numbers in bulk, but this is a long term project and those changes are some way off yet.

What is the roll out schedule?

Currently, ISD are following the UCL Estates schedule for maintenance but some of the existing equipment has still a lot of life left in it so that doesn't mean we would replace all phones as a matter of course as areas are upgraded. This is a long term programme but things may change quickly!

As of March 2015 we have around 2500 extensions on the new system with some large roll outs just around the corner!

What do I do in Emergency?

Emergency procedures should remain exactly the same as you currently practice. Just like the existing system, calls to 999 or 112 will be routed to the Security Centre and they will handle the emergency in exactly the same way as they will for any emergency.

In an emergency you must follow your local procedures in the first instance.

What will my new number be?

Where we can, UCL ISD will supply you with a new number as soon as possible, and you can start to advertise that number so that after you move, people should call you on the new number. For those who don't, ISD will endeavour to provide you with a Called Number Information (CNI) for one month after the change over where you can record a message asking people to call your new number.

Will Departments have to pay for this?

Initially no charges will be levied on departments because the upgrade will closely follow the UCL Estates Long Term Maintenance refurbishment and upgrade programme. However, additions to departments may be charged afterwards. The good thing is that because the telephone system shares the same connection as your PC (if you have a PC installed where you need a phone) no additional costs are required.

How will I know when it's my turn?

The VoIP system roll out will be defined once the initial pilot is complete. ISD will ensure that all departments moving to VoIP are given as much notice as possible but as soon as there is a roll out program we will publish it.

Is it different? How will we learn how to use the new system?

UCL are setting up a system of training where key users in a department or area will be trained, which will allow them to go back to departmental users and explain how the phones work. Essentially, it's still just a telephone but there are some key differences that you will need to know. 

Alternatively you can download and print one of the PDF versions:

Will it cost more?

Costs to departments will remain the same as they are now. As the system develops to use new, cheaper methods of call relay systems, call charges may fall.

As a whole system, we will start to see cost benefits after a few years, because physical moves of lines and telephones will not be necessary. When people move office or even building, they simply log in to the phone at their new location and their number and all other settings will be automatically transferred to that handset.

Will I be able to do the same things on the new phones as I can on my old one?

Yes, you will be able to do pretty much everything you can do now, plus a whole lot more! There may be some changes in the way you access certain features, such as Speed Dial codes for instance, but you will be able to easily set up your own personal speed dials which follow you should you log in to a new phone.

If you run services like Modems, fax machines, franking machines, DECT cordless telephones or anything that must work on an analogue line then we need to do something different for that line, but it will work if we know about it in advance.

One important thing to note is that if you use TEXT PHONES they won't work on the new system, so you must advise ISD if you want to move a text phone. Induction loop for the hard of hearing should work as normal on the new handsets.

What happens if we have a power cut?

Some phones may well stop working locally, but where we are installing new phones we are also upgrading and installing power backup systems to keep them running for a short time.

If there is a power failure you should refer to your local H&S policy.

Can we choose what handsets we like?

The new phones are not compatible with the old phones, the new VoIP telephones work in a completely different way to the older telephones so they aren't compatible or interchangeable.

The current models that will be supplied are Cisco 6921 and 6961 handsets, others are available but are substantially more expensive and will require different licensing options. For this reason ISD are standardising on these for general use.

Does my phone have to be on for my PC to work?

Yes. The reverse isn't true, your phone can work without your PC but because the PC plugs in to the phone the latter must be connected.

If your phone has been working previously, you'll need to raise a service call.

Can we use portable handsets?

It is possible to purchase portable handsets on the new system but they are more expensive and also would need to connect via the UCL wireless network, which isn't ready for true wireless telephony just yet.

The recommended method is to use a standard DECT cordless phone (like you might have at home) and an adaptor to connect the base station to the new phone system.

If you do intend to deploy DECT handsets, please seek our guidance as some systems have limitations for larger scale use.

Will my old headset work with the new phone?

Probably not, but don't throw it away before asking us via the helpdesk!

Will we still be able to get monthly print outs?

Yes, the new system will use the same call logging system as in current use.

Will the directory services and switchboard still remain the same?

Yes, the switchboard team will still manage UCL Directory changes and remain the consistent and brilliant help behind 100. Emergency calls will still be answered on 222

Can I still work as part of a Call Group, Operator Console, Automatic Call Distribution (ACD) or manager secretary set up?

Yes you can but you need to let us know that you use the telephone system in this way. Once we know how you use it we can replicate that on the new system.

Will I be able to see if someone is using the telephone from Outlook or other software?

Not at this stage. Initially, we just need to replicate a simple telephone system, that closely matches the old system, but that's not to say we couldn't do it or won't do it in the future.

Enabling these features usually has a cost implication but if there is a demand it's something we have the core capability to do.