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IT Services

Telephony

The Telephony service provides the University’s external voice communication routes, telephone operator services, staff/departmental desk phones and connections, staff mobile phones and connections, voicemail, voicemail-email integration (Jabber) and call centre installations.

Inbound Calls

Inbound telephone routes to the University are reached by international DDI number series +44 (0)161 295 xxxx.

The external number for contacting the University switchboard operators is +44 (0)161 295 5000. Callers may ask to be directed to individual subscribers by name; operators will direct calls as requested, provided that the called subscriber is listed in the staff directory.

External callers can call the majority of University extensions directly, by dialling the extension number preceded by ‘0161 295’ within the UK, or ‘+44 161 295’ from outside the UK.

Outbound Calls

From University phone extensions that are allocated to an individual or a team, outbound calls to UK numbers can be placed by dialling ‘9’ followed by the external number.

Unless the calling extension has been specifically authorized to originate them, international calls can be placed only by calling the operator (dial ‘0’), who will take details from the caller before placing the call on their behalf. The cost of the call will be charged to the caller’s department.

Calling the Operator from a University Internal Extension

Dial ‘0’.

Operator Services Opening Hours

Monday – Friday, 0830h-1700h, except University closure days.

Staff Directory

This is a public online directory, located at http://directory.salford.ac.uk/. It comprises entries for individual staff members, along with those for University business functions (e.g., ‘Reception – Maxwell Building’).

There is a designated representative from each university department who is responsible for maintaining entries for all members and functions within their department. To find out who your department’s representative is, select the ‘Your Administrator’ link from the (left) navigation panel on the staff directory home page.

If the responsibility for Staff Directory administration is changing within in your department, please ensure someone contacts the IT Service Desk to arrange a transfer of administrator access.

Corporate Directory

As an alternative to using the Staff Directory, callers can use the built-in Corporate Directory feature* on an IP phone to search for the person by name. Whenever a new extension is created, the name of the person or function to which it is allocated, is included in the Corporate Directory. Please contact the IT Service Desk if you find your entry in the Corporate Directory needs amending.

* For details, refer to the appropriate user guide for your model of IP phone.

Caller Identity

When an extension owner is logged in to an IP phone, the name of the owner (which may be an individual or a business function) is shown on the phone’s display screen. If an internal call is placed from the same phone, then this extension owner’s name is shown on the display screen of the phone that is receiving the call. This name is known as the ‘Caller Identity’. This name is not taken from either the Staff Directory or the Corporate Directory, therefore if you find the Caller Identity is incorrect for your extension, please contact the IT Service Desk.

All fixed-line phones used within the University are known as ‘IP Phones’, because they are essentially digital devices, connecting via the University’s cable data network using the same Internet Protocol as personal computing devices. There are several models of IP phone available, depending on what features the user requires. An important point to consider is that an extension number (or telephone account) is no longer inextricably tied to a specific phone: to tie an extension to a specific phone, the extension owner must first login to that phone. Only then will the phone ring if someone calls that extension.

What IP Phones & User Guides are available?


Cisco 7911/7912 IP Phones       Cisco 7911/7912 Guides       Cisco Online Video Guides      
   7911/12 Phone

Note: This is the standard Cisco IP Phone        

Telephone System Quick Start Guide - 7911/7912/7960

Telephone Handset Guide - 7911/12

Cisco 7911 Phone Video Guide

Cisco 7912 Phone Video Guide


Cisco 7841 IP Phone       Cisco 7841 Guides       Cisco Online Video Guides      
7841 Phone 

Note: This is the new standard Cisco IP Phone        

Telephone System Quick Start Guide - 7841/8851

Telephone Handset Guide - 7841

Cisco 7800 Phone Video Guide


Cisco 8851 IP Phone       Cisco 8851 Guides       Cisco Online Video Guides      
8851 Phone 

Telephone System Quick Start Guide - 7841/8851

Telephone Handset Guide - 8851

Cisco 8800 Phone Video Guide


Cisco 7965 IP Phone       Cisco 7965 Guide       Cisco Online Video Guides      
7965 Phone 

Note: This is the standard MCUK IP Phone        

Telephone Handset Guide - 7965

Cisco 7960 Phone Video Guide


Cisco 7940/7960 IP Phone       Cisco 7940/7960 Guides       Cisco Online Video Guides      
7960 Phone

Note: This is the manager/secretary/conference phone        

Cisco 7940/7960 in Manager/Secretary Setup

Conference calling guide

Cisco 7960 Phone Video Guide

Cisco 7940 Phone Video Guide


All Cisco IP Phones Voicemail Guides      

All users of Cisco IP phones as standard are configured with a Cisco Unity voicemail account.

Please see the guides below:  

Voicemail Quick Start Guide

Voicemail Cisco Full User Guide

Cisco Unity Online User Guide


Cisco Online IP Phone Guides and Video Tutorials      

If you know the model number of your Cisco IP phone, there are also Cisco IP phone online guides and downloadable video tutorials available via the following Cisco web site links:        

Online Video Tutorials: http://www.cisco.com/c/en/us/products/collaboration-endpoints/unified-ip-phone-7900-series/cisco_unified_ip_phones_tutorials.html

Online guides: http://www.cisco.com/c/en/us/support/collaboration-endpoints/unified-ip-phone-7900-series/products-user-guide-list.html

Note: Our current version of Cisco Call Manager is 10.6 so it is worth looking at the newest version of the online guide(s).        


If you require any further information or support please contact the IT Service Desk.


It is important to understand that with the University’s current phone system, IP phones and extension numbers are not inextricably tied together, and are therefore requested separately. To get a telephone extension number, you must first request a telephone account. Then, to tie that account (extension number) to a physical IP phone, you must login to that phone. See below Extension mobility - logging in to an IP phone.

  • If you need to request an IP phone, you need to fill out a Telephony Request Form and submit it via the IT Service Desk. As part of this requesting process, you will need to specify whether you will use an existing data socket to connect the phone, or you will need a completely new socket*.  
  • If you need an extension number, you must first request a telephone account via the IT Service Desk. When that has been created, you will be advised of your extension number.  

*Note that only one data socket is required for connecting an IP phone and a Personal Computer (as a co-located pair) to the University’s data network.

Depending on your requirements, there may be a charge for the supply of an IP Phone setup; also note that external call charges apply. Refer to the Charges and Billing section for details.

Special phone configurations – Hunt Groups, Pickup Groups

If you need any special phone configurations to be set up, such as hunt groups, pickup groups or manager-assistant arrangements, see Special Phone Configurations.

Call Centre Setup

Call Centre telephone configurations are normally set up by way of small projects. See the Call Centre section.

The University’s telephone system is based around ‘extension mobility’. 

With this type of system, every person or business function requiring an extension number must have a telephone account. 

A specific extension number is directly associated with each telephone account; however, the telephone account/extension number is not inextricably tied to any physical phone. Instead, when an accountholder wishes to tie their account/extension number to a specific, physical phone, they need to login to that phone using their general login username (e.g., UIS999) and a PIN code (which is 12345 by default). 

To break the tie between an account/extension and a physical phone, it is necessary to logout of the relevant phone.

For details of how to login and logout, see the Telephone System Quick Start Guide for your model of IP phone.

If you forget your phone login PIN code, see help and support

By request via the IT Service Desk, traditional hunt-group, pickup-group and Manager-Assistant features can be enabled for groups of extensions. Note that these features are based on groups of extensions, rather than physical phones or locations (see above Extension Mobility/Logging In to an IP Phone). So, for example, if your extension is in a pickup group within a school office and you relocate to a different school, even though you retain your original extension, you will remain in your former school office’s pickup group until you request removal.

  • For detailed information about using Manager-Assistant features, see the ‘Manager/Secretary setup’ guide in the Telephony User Guide Library.  

Pickup Groups

When certain extensions are placed in a specific pickup group and someone calls one of those extensions, the call can be picked up from any phone that is tied to any of the extensions in the group.

Hunt Groups

Every hunt group has a ‘virtual’ extension number. If an internal or external call is routed to that number, the call is presented to one or more of the extensions in the hunt group, based on a specific distribution method. The available distribution methods are as follows:

  • Top-down: With this method, the extensions in the group are effectively placed in a fixed, ordered ‘list’ within the telephone system. When a call is routed to the group, it is always presented to the first available extension in the list.  
  • Circular: Again, extensions are effectively placed in a fixed, ordered list. The first call that is routed to the group is presented to the first available extension on the list; the next call to the second (even if the first on the list has become free meanwhile), etc. When all extensions have had a call presented, the sequence continues once again with the first extension on the list.  
  • Longest Idle: Each call routed to the group is presented to the extension within the group, which has been idle the longest.  
  • Broadcast: Each call routed to the group is presented, simultaneously, to all available extensions within the group (the call is connected only to the first extension that is answered).  

Manager-Assistant configuration

This configuration allows managers and their assistants (or groups of managers and assistants) to handle calls in ways that work best in terms of overall productivity—for example, incoming calls to managers’ extensions can be routed to assistants in the first instance, who can then decide whether or not the call should be put through to the relevant manager. 

With the manager-assistant configuration, there are too many options to describe here: when a possible new manager-assistant requirement is identified within the University, a telephony specialist will normally work with the requester to identify the most effective configuration for their personal preferences.

Please contact the IT Service Desk if you have any questions regarding the above Telephony Service features.

Please notify the IT Service Desk if you need to:

  • Return any unwanted IP phone hardware for reuse;
  • Delete an extension number/account that is no longer used;
  • Transfer an extension number/account between users (e.g., if the user leaves their department and is replaced by someone else).

IP phones do not come with international dialling capability as standard. 

If you regularly need to place international calls, contact the IT Service Desk who will arrange for international dialling to be enabled on your chosen extension. As with all calls, international calls are charged to the relevant department, therefore any request for international dialling will need authorization from the budget approver.

If you need to place international calls only rarely, then on each occasion you can call the operator (dial ‘0’), who will take some details before placing the call on your behalf. The cost of the call will then be charged to your department.

Basic Voicemail Functionality

Voicemail functionality is provided as standard for each telephone account/extension within the University; however, its use may not be appropriate in all circumstances. Typical usage of voicemail is where incoming calls are diverted to a voicemail ‘inbox’ instead of being presented to the phone, or where calls presented to the phone, but not answered within a given period, are then diverted to the voicemail inbox. At the point where a call is diverted to the inbox, the caller is invited to record a message.

A detailed voicemail user guide is available in the Telephony User Guide Library. This includes an explanation of how to enable or completely disable voicemail on your extension.

Voicemail-to-Email

By request via the IT Service Desk, a feature can be added to your voicemail functionality whereby every voicemail landing in your voicemail inbox is also delivered to your staff email inbox as an email with an audio file attachment. Note that deleting the e-mail version of your voicemail doesn’t cause it to be deleted from your voicemail inbox.

If you forget your voicemail PIN code or your voicemail account becomes locked, see help and support.

The University’s IP phone system provides two types of conference facility; these are explained in detail in the Conference Call Guide within the Telephony User Guide Library. Note that you will require a 'conference' type of phone handset (typically 7940/7960/8841) to be able to use this feature. If you have a scheduled conference you may request the temporary use of a conference IP phone.  Please contact the IT Service Desk for any information regarding this.

Ad hoc conferencing: You can quickly and easily set this type of conference up yourself, by placing a call (internal or external) in the usual way, then by dialling further internal or external numbers and adding them to the conference. With this feature, the person starting the conference call must call all the other participants: participants cannot dial in to the conference. An ad hoc conference can include up to four participants.

Meet-me conferencing: With this feature, all participants—internal or external to the University—call one of a range of available conference numbers (or Meet Me numbers) to join a conference. To use this feature, you need to book a Meet Me Number via the IT Service Desk. When you book, you need to specify the time slot during which your conference will take place; you will then be committed to that time slot. We recommend that you book a Meet Me number at least 48 hours in advance of your scheduled conference call. Up to eight participants (external or internal) can join a Meet-me conference call.

Because there is no requirement for a PIN code when joining, a Meet-me conference should be considered insecure.

The University provides mobile phones to staff who require them, in partnership with EE.

Available Phone Type: The phone handset currently supplied is the Sony Xperia XA .

Standard Package:

  • 3,000 UK landline call minutes per user per month; 
  • 3,000 UK mobile call minutes per user per month; 
  • 3,000 text messages per user per month to UK destinations; 
  • up to 300 different numbers dialled in a month. 0800/0808/0500 numbers are included, but other premium rate or special numbers are excluded; 
  • 2GB data per month. 
  • All mobile phones are supplied on a 2-year contract; early termination will incur charges.

Acquiring: Submit a Telephony Request Form via the IT Service Desk. Note, the intended user of a mobile phone must have signed the University’s Mobile Device Policy before a handset can be ordered.

Package Extensions: If you need to use a mobile phone outside of the standard package parameters, ensure you email the Finance Team for advice, either when you initially request the phone, or as soon as you become aware of your additional requirement.

Unwanted mobile phone handsets: Please inform the IT Service Desk if you have any surplus handsets. Although contract termination charges will apply for handsets that are still in-contract, the cost will be less than that of maintaining an unused contract. Also, returning unused hardware allows it to be re-used or recycled.

Charges: See below Charges and department billing

To get assistance in relation to a University-issued mobile phone handset:

Contact EE on 07973 100158.

To enquire about extending a mobile phone package (e.g., to include roaming and non-UK call destinations):

Email the Finance Team

If your department needs to establish an inbound call centre function on a permanent or temporary basis, basic hunt-group functionality may meet your requirements—see the Special Phone Configurations page. 

If your proposed function requires advanced call distribution features such as IVR, skills routing management and advanced measurement and reporting functionality, and sufficient departmental budget is resourced for this functionality, IT Services can discuss your requirements for using the University’s Cisco Unified Contact Centre Express (CCX) system for this purpose.

If you would like to discuss your call centre requirements with a networking and telephony professional, contact the IT Service Desk in the first instance.

Charges are incurred for the supply of certain IP phone handsets. In addition, call or tariff charges due to IP phone and mobile phone use are charged to the relevant department on a monthly basis.

Service or Resource

Charge Basis

Amount Recharged to department

Request New Data SocketPlease contact the ITS Service Desk

Activation of an existing data point socket:          

-          

No charge          

Basic IP phone:          

Per phone          

No charge          

Enhanced specification IP phone (includes headset connector, speakerphone feature and other usability enhancements):          

Per phone          

£200.00
(or £100 plus trade-in of a basic IP phone)          

IP phone for use by the ‘assistant’ in a Manager/Assistant configuration:          

Per phone          

£200.00
(or £100 plus trade-in of a basic IP phone)          

IP phone line rentalPer line, per month£15

External calls from IP phones:          

-          

Recharged at cost          

Mobile phone handset including UK tariff: (New contracts only)         

Per handset, per month (2-year contract)          

£14.00          

Excess mobile data usage:          

Per megabyte          

£0.05 (capped at £50.00)          

Mobile phone use outside the UK, or calls to non-UK destinations:          

-          

Email the IT Finance Team, indicating your requirement.

Although analogue telephone connections are no longer available within the University, some legacy devices, which were originally designed for connecting to an analogue phone line, can still be attached to the University’s IP phone system by way of an Analogue Telephone Adapter; for example, lift phones, certain fax machines and PDQ-type card payment terminals. Although success cannot be guaranteed, if you wish to enquire about connecting an analogue device to the university’s IP phone system, contact the IT Service Desk in the first instance.

Note that the cost of any Analogue Telephone Adapter would be charged to the relevant department. This cost is variable, depending on the requirement.

(Applies only to University staff)

See IT accounts – change of name.

To get assistance in relation to a University-issued mobile phone handset:

Contact EE on 07973 100158.

To enquire about extending a mobile phone package (e.g., to include roaming and non-UK call destinations):

Email the Finance Team

To:

  • Reset your extension mobility PIN code (used to login to an IP phone);
  • Set or amend call forwarding for an extension;
  • Set or amend speed dial settings for an extension:

Login to the Self Care Portal (on-campus only - use your general login username/password): https://cm-cwb-b15-01.salford.ac.uk:8443/ucmuser/

To:

  • Request a reset of your voicemail PIN code;
  • Request that your voicemail account be unlocked;*
  • Report a fault/problem;
  • Get any other assistance:

Contact the IT Service Desk or consult the Telephony User Guide Library.

*Having become locked, a voicemail account automatically unlocks within thirty minutes.