Issue : My phone has no dial tone.
Action 1 : Ensure the correct type of phone is connected to the phone port.
Action 2 : To isolate whether the handset has failed or it is a line fault, first swap the handset with a known working phone of similar or same type. Then try swapping the phone cord.
Action 3 : If dial tone is received, the original handset is faulty, then please have your admin officer raise and RWS. If no dial tone is received on temporary phone, please raise a Service Desk ticket
Issue : My phone has dial tone but has other issues
Action : Please raise a Service Desk ticket.
Issue : I would like to upgrade my phone
Action : If there are no issues with the phone but you would like an upgrade, there is a cost to this. Please have your admin officer submit a RWS
Issue : My Phone display is not working
Action 1 : If it is a Analogue phone with a screen display, ensure power adapter is connected. A power adapter would have been supplied with the phone on install. If the power is plugged in and you still do not have a working display, Please raise a Service Desk ticket.
Action 2 : If it is a Digital phone and you have dial tone, please raise a Service Desk ticket.
Issue : My Phone has a flashing RED light
Action 1 : If it is a flashing light, it is a missed call. This is a feature of the NRX EVO or IQ335 or IQ750. Please follow the instructions on the following link to clear your missed calls. Alternatively move the wheel on the side of the phone to scroll through the missed calls and delete them.
Issue : My Phone has a solid RED light
Action : This means that you have a voicemail. Please dial 58222 to access your voicemail. For further details, please follow instructions on this link. If your password does not work or you need your voicemail setting up, please raise a Service Desk ticket
Issue : How do I forward my phone to another internal or external number
Action : For Analogue phones with no forward buttons, please follow instructions on page 1 of this link under Setup your forwarding on your phone - Analogue Handsets.
For Digital phones, with forward buttons, please follow instructions on page 1 of this link under Setup your forwarding on your phone - Digital Handsets.
Issue : My phone is saying "HANG UP"
Action : On your screen it will have HSET (Headset ) Press the button directly under HSET.
Issue : My phone will not dial local/national/mobile/international numbers
Action : An RWS is required to have your access changed. Your admin officer will assist in raising this.
Issue : I would like to know more about how to use my phone
Action : Follow the links below for downloadable user guides for all phones
For Analogue phones, please see this link
For Digital phones, please see this link
Issue : I need to move my phone extension to a new location.
Action : Please raise an RWS to have your phone moved. Please follow the instructions in this link on what you need to provide in the RWS
Issue : I would like a headset or wireless headset to suit my UNSW phone
Action : Please use this link to look at the UNSW headsets availiable
Issue : I would like to be able to pickup other peoples extensions from my phone
Action : A Pickup or a Multiline can be added if it is compatible with your phone. Please raise a Service Desk
Issue : My phone is not going to voicemail.
Action : Follow the instructions on this link to setup forwarding to voicemail
Issue : My voicemail is not accepting messages.
Action : Dial into voicemail (58222) and disable your Out Of Office message. Follow the instructions on this link on use your voicemail
Issue : My voicemail password does not work
Action : Please raise a Service Desk ticket to have your voicemail password reset.
Issue : My voicemail greeting needs changing
Action : Follow the instructions on this link on how to setup you voicemail greetings
Issue : I don't have voicemail enabled on my phone
Action : Please raise a Service Desk ticket to have your voicemail setup.
Issue : I would like to enable an Out of office/Holiday message for my voicemail
Action : Dial 58222, enter your password. Select option 3 ( User Options ). Then Select Option 6 to record your Out of office greeting
Issue : I need to book a Teleconference
Action : Follow the instruction on this link on how to setup a teleconference
Issue : My conference has been setup but I need to change the times
Action : You will need to raise another Service Desk ticket to change the conference time
Issue : I would like to hire a conference phone.
Action 1 : Please raise an RWS to hire a conference phone.
Action 2 : Collect the Conference phone from Library State 2, L13, Room 1302.
Issue : I don't know how to use the Conference system
Action : Follow the instructions attached to the conference booking. If you have any issues with a conference that has already been booked, call ext 58661 or 02-93858661 Follow the instruction on this link on conferencing options.
Issue : I would like to purchase a conference phone for use on site.
Action : Follow the link for details on the recommended conference phone for use on the UNSW site.
Issue : My UNSW extension bill is not correct / I have a query about extension billing.
Action : Follow the link for more instructions on UNSW Extension billing.
Any other issues, please contact the IT Service Desk
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