University Systems help centre

Frequently asked questions (FAQ)

General

How can I reach someone for help with voice service rates, telephone issues, phone charges, handset selection, etc.?

To report issues with your telephone, email UVic Computer Helpdesk at helpdesk@uvic.ca with the following details;

  • Phone local (telephone number);
  • Building and room number location of the affected phone;
  • A brief description of the problem; and
  • Your contact information (including an alternate phone number if your phone is out of service).

For assistance with Telephone Services, email the support contact below:

Item First Level Support
Add or delete a telephone local Network Services
Provide new telephone Technology Solutions Centre
Add, Change or Delete a telephone display name Computer Help Desk
Add, change or remove an Exchange account association for a telephone local Computer Help Desk
Add or remove a line from an existing local Network Services
Add or Delete a Telus Toll Free number University Systems General Office
Create a Telus Conference University Systems General Office
Billing inquiries University Systems General Office

What is meant by VoIP?

Voice-over-IP (VoIP) is the technology underlying modern telephone systems. The university is in the process of upgrading its legacy telephone system to this newer (VoIP) technology.

What are courtesy or public access phones and where are they located on campus?

Courtesy or Public access telephones and emergency telephones are available throughout the campus for free of charge local dialing only. Many of which have TTY/TDD capabilities for persons with disabilities. For location information and phone specifications, please see Public access telephones.

Fees and charges

How do I see the details for my telephone charges?

Bills may be viewed online at https://charges.voice.uvic.ca. Authority for viewing telephone charge information is aligned with the accounting information in FAST. This means only those with FAST access for specific accounts can see telephone charges billed to those accounts.

Who can I talk to about telephone charges? What can I do if I've been billed incorrectly?

Please send an email to systems@uvic.ca with "Billing Inquiry" in the subject line.

Why would a single directory number be billed in multiple locations?

There are instances where a directory number may appear on numerous telephones located in different locations. If you know you only have one telephone associated with a directory number please notify Network Services at switch@uvic.ca. They will remove the unnecessary locations along with the associated billing.

Where do I find Voice service rate information?

Where do I find long distance rates?

Please refer to the Long distance rates.

Where do I find Toll-free service rates?

Please refer to the Toll-free service rates.

Do these fees include rental of the telephone set?

No. Clients purchase telephone sets and they become the property of the department or group that purchased them. To obtain a telephone, visit the Technology Solutions Centre.

Do these fees cover repair of my telephone set?

No. Telephone sets are the property of the department or group that purchased them. Clients are responsible for any costs associated with repair or replacement of their telephone equipment. All VoIP telephones come with a warranty; email switch@uvic.ca for more information on telephone repairs. Visit the Technology Solutions Centre to obtain a new telephone or to read more about the replacement policy.

Do I pay extra for audio conferencing? Can I still use my PolyCom audio conference unit on the VoIP system?

The university's VoIP handsets have the ability to host audio conferences with five or fewer participants at no extra charge. More complex audio conference services can be arranged through Network Services (per-call fees apply).

Most units, including the PolyCom audio conference unit, can operate with the VoIP system. A VoIP monthly charge service fee will apply.

Do I pay more for a multi-line set?

Multi-line VoIP phones incur the same VoIP monthly charge service fees as single-line models. Please be aware, however, that extra fees may apply where additional Direct Dial Phone Numbers are used.

For rate details, please visit Ongoing VoIP service rates.

Is there a charge for "Contact Centre ACDs" and call queuing?

There are no fees for these services unless they require the use of voicemail boxes or other billable services.

For rate details, please visit Ongoing VoIP service rates.

Is there a charge for "Voice Menu Trees"?

There are no fees for the Voice Menu tree service. However, a menu tree may be associated with a directory number which is reachable direct from off campus (DID) and requires a voice mailbox to store the audio message related to the tree.  The DID and the voice mailbox incur a monthly fee.

For rate details, please visit Ongoing VoIP service rates.

Services

Support

Where do I find help for issues with my telephone?

To report issues with your telephone, email UVic Computer Helpdesk at helpdesk@uvic.ca with the following details:

  • Phone local (telephone number);
  • Building and room number location of the affected phone;
  • A brief description of the problem; and
  • Your contact information (including an alternate phone number if your phone is out of service).

For assistance with Telephone Services, email the support contact below:

Item First Level Support
Add or delete a telephone local Network Services
Provide new telephone Technology Solutions Centre
Add, Change or Delete a telephone display name Computer Help Desk
Add, change or remove an Exchange account association for a telephone local Computer Help Desk
Add or remove a line from an existing local Network Services
Add or Delete a Telus Toll Free number University Systems General Office
Create a Telus Conference University Systems General Office
Billing inquiries University Systems General Office

How do I request a change to the configuration of a telephone local?

Ask your departmental telephone administrator to send a request to switch@uvic.ca with the following information;

  • Description of the required change.
  • If you are moving, where is the local moving from and where is it going to?
  • Is a new telephone set required to accommodate the move or change?
  • Is there an existing unused communication jack in the new location or is new wiring required?
  • Who/what is the move or change for?
  • What FAST code will be charged?
  • The departmental telephone administrator contact information (includes name, telephone number).

What is a communication jack?

A communication jack is commonly referred to as a wall port, data jack or telephone jack.  They exist in end user locations where equipment such as telephones or computers are connected to the network and are typically labelled D101, T11, etc.

Where can I find telephone manuals and reference guides?

What is the best practice for cleaning my phone?

Where can I find information about how to dial from a UVic local?

Please refer to the Dialing information page.

Where do I find information about call flow patterns and options?

Please see the Call flow patterns and options page.

Where do I update my personal UVic directory information with my new or changed telephone information?

Telephone hardware and handsets

Where can I find info on telephone models and costs?

Visit the Technology Solutions Centre for information on handset models, pricing, and ordering.

Where do I order a new phone or phone accessory?

Visit the Technology Solutions Centre for information on handset models, pricing, and ordering.

What is the difference between the different telephones?

All handset models currently offered support hands-free operation (speaker phone), multiple calls per-line (some more than others), headsets, hearing-aid compatible handsets, and multiple ring tones. They all have a PC jack to support a workstation (at varying data rates) and can be desk or wall mounted.

All handset models support the same features such as music on hold, redial, call forward, call transfer, call conferencing, caller ID (models with LED displays), and call waiting.

How do I know what telephone to select?

Which model is appropriate for each location is subjective. The CP7821 and CP7841 models suit office environments. The CP7841 offers higher data throughput rates over the CP7821, CP7942 and CP7962 models. Workstations that use higher data rates for activities such as large file transfers, backups and software updates may benefit from the CP7841.  Review handset detail here.

Will my headset work with the new phone?

In most cases, your existing headset device will be compatible with VoIP telephones.

Phone numbers and calling

Can I temporarily disconnect my local when I go on sabbatical or an extended leave of absence?

Yes. The local number can be reserved for your use without the presence of the phone set for a minimum of four months (one term). The monthly local (DID) fee will continue to apply. The local number will automatically be reactivated at the end of the agreed time period, unless Network Services is notified. Regular monthly charges will also be automatically reinstated at this time.

Note: This only applies to VoIP phones. Reconnection fees may apply.

If I get rid of my telephone can I temporarily forward my local?

Please send an email to switch@uvic.ca with the details of your request. Be sure to include your FAST code.

Can I hold a telephone number in reserve?

Departments may reserve specific telephone numbers for future use. If the number being reserved is a direct dial (DID) phone number, monthly fees will still be applied as the university must continue to pay fees to the telecom provider for the privilege of holding these numbers.

What is a "direct dial" (DID) phone number?

A direct dial phone number (often referred to as "DID") allows you telephone to be called directly, without going through a switchboard, from an off-campus telephone. Telephones with locals that are not DIDs can still place calls to off-campus telephones.

For more information, please visit Dialing information.

How do I request a long distance authorization code?

Please send an email to switch@uvic.ca with the details of your request. Be sure to include your FAST code.

What is a non-public phone number?

This is an extension number in the 2000-2999 range. These numbers can dial out; however, inbound callers need to be transferred from another entry point (departmental front desk, switchboard, or via the 721-8989 menu). There is no charge for a non-public phone number.

Where do I find information on how to make local and long distance calls to and from Uvic?

Please refer to the Dialing Information page.

Where do I find prefix information for UVic locals?

Please refer to the Dialing Information page.

Can I call a non-public phone number off-campus?

This is an extension number in the 2000-2999 range. These numbers can dial out; however, inbound callers need to be transferred from another entry point (departmental front desk, switchboard, or via the 721-8989 menu). There is no charge for a non-public phone number.

Can I queue callers?

Yes, the university has the software capability to queue callers. This technology/application has special design options and should be discussed in person. Please contact Network Services by emailing switch@uvic.ca if you are interested in this service.