Telephony Features and Services

Telephony Features and Services

Features and Services of UNSW Telephony Systems

To order any telephony service please raise a Comms Request for Works and Services

Telephony offers a number of services for UNSW staff.  Listed below are the most commonly requested services.  Advice on services suitable to your business needs can be obtained via a service desk request.

Telephony Features

Services

Call Pickup Groups

This feature permits a user to answer any calls directed to another phone by dialing a pickup code. Users must be able to hear the extension ringing to answer it.The pickup group numbers are programmed within the phone system by the telephony group.

Multi-Lines

This feature operates on digital or IP handsets only and enables multiple extensions (lines) to be assigned and displayed to system buttons on a phone. Once assigned it is a simple matter of pressing the button to accept calls. Extensions assigned to system buttons can be analogue, digital or IP lines.

Calls Pickup Vs Multi-Lines :

Pickup : Useful for busy advertised numbers. Allows the call to come to your extension, thus freeing up the original extension to be called again. i.e. If you have 6 people in a pickup, for example, each member of the pickup group is able to pickup the next incoming call on the advertised number.

Multi-line : Allows you to pick up a call of another extension, but once that call is picked up, any subsequent caller will receive an engaged signal or voicemail until the original call is terminated.

Hunt Groups

The hunt group feature enables calls to be process automatically through a group of busy extensions. The following types of hunt groups are available:

Circular Hunt group: A Circular Hunt group consists of a group of extensions programmed into a Circular Hunt list. An incoming call to any extension in the circular hunt group, will "hunt" through the list of extensions, until it finds an extension that is free to take the call. If all of the extensions in the circular hunt group list are busy, then the incoming call receives busy tone. The "hunt" function only applies to extensions that are busy. As soon as the call finds an extension in the list that is free, the hunting stops.

Pilot Hunt group: A Pilot Hunt group consists of a group of extensions programmed into a Pilot Hunting list. An incoming call to the "pilot", or "main number" of the Pilot hunt group, will "hunt" through the list of extensions, until it finds an extension that is free to take the call. If all of the extensions in the Pilot hunt group list are busy, then the incoming call receives busy tone. Calls to extensions, other than the pilot of the hunt group, act as normal. i.e. A call to a "member" extension of the hunt group that is busy will not hunt for a free extension. The call will receive busy tone. The "hunt" function only applies to extensions that are busy. As soon as the call finds an extension in the list that is free, the hunting stops.

UCD Hunt group: Like Circular and Pilot Hunting, a UCD group also consists of a group of extensions programmed into a hunt list. The system routes calls from the UCD Pilot number, to "member" extensions of the UCD Group "uniformly", so that theoretically, each extension will take a similar amount of calls.

The first extension rung is the member that has been idle the longest. The last extension rung is the member that has been idle the shortest. Each "member" station of the UCD group has the ability to "busy out" of the UCD group, which means that they will not receive calls from the UCD Pilot. Calls direct to the member extension will operate as normal. If all member extensions in the UCD Group are busy, then the incoming call will be placed into a queue, and receive ring tone. There is also the option to have a delay message advising the caller that they are placed into a queue.

See also Call centers.

Dialing Restrictions

The PABX system has the following restrictions imposed regardless of access level granted.

  • The dialing of 1900 numbers
  • The majority of operator assisted services, including the international operator, local operators and general assistance eg 1234

Services

1800/1300 Services

Freephone Services terminating on UNSW or non UNSW numbers

Bulk SMS

Bulk Email to SMS Service. Web based SMS Service. SMS Plug-in for MS Outlook

Fixed Line Services

PSTN Services: PSTN Services are standard Telstra / Optus Direct Lines. These are maily used for EFTPOS or fax lines etc. They are not part of the UNSW Telephony network.

ISDN Services: ISDN Services are used for Video Conferencing Services, and as such should only be ordered by customers with this equipment.

External Tenant Ordering Process

UNSW extension lines are not provided to commercial tenants or builders, instead the tenant must follow the "UNSW Tenant Ordering Procedure" and also fill out the "UNSW Tenant Phone Ordering Notification Form".

Page Last updated: Monday, December 10th, 2012