Telephone and Voicemail FAQs

How do I get a telephone number or handset?

If you are a new member of Staff, Authorised Guest, or PHD student your Line Manager or higher departmental authority must submit a new request via My Service indicating the need for a telephone number and handset. Existing staff members who do not have a telephone number or handset should log a request via My Service requesting a telephone account or handset.

How do I update my entry in the phone book?

  1. Visit the self-service & click on Update my Details 
  2. Update your contact details as required & click the 'Update' button at the bottom of the page.
  3. Your user and department details will automatically be retrieved from the HR system.  If these details are incorrect you will need to contact People Services.

How can I change my phone PIN?

How to change your Phone PIN

The Phone PIN website is only available inside the University Network.

  1. Go to https://10.10.1.10/ccmuser
  2. Log in with your domain username & password
  3. Click General Settings and enter your new phone PIN under Phone Services PIN
  4. Click the Save button to save your changes.

The new PIN must be between 1 and 128 numbers long. The PIN can only contain numbers, it cannot contain spaces, letters or special characters.

How do I pick up a colleague's phone calls?

There are several different ways to answer your work colleague's phone:

  • by placing a 'Call Forward' option onto your extension
  • by being part of the same call pick-up group
  • by being part of a call hunt group

Call Forwarding

If you want your calls to be temporarily answered by someone else, you can forward your incoming calls to their extension.

  1. Press the 'CFwdALL' softkey on your handset
  2. Enter the extension number you wish your calls to be diverted to
  3. While Call Forwarding is active, you telephone screen will say 'Forwarded to xxxx'
  4. All calls to your extension will now ring on the forwarded extension only
  5. When you are ready to remove the Call Forwarding, simply press the 'CFwdALL' button on your handset again

Pick Up Groups

Pick up groups can be created on request.

If you share an office with your colleagues, you can apply to be part of a pick- up the group. This will give you the ability to pick up incoming calls to your colleagues phones from your own handset. If you'd like to be part of a pick-up group, please log a request via My Service with details of the existing pickup group members, or, if you want to create a new pick up group, log a request using My Service with a list of names and extension numbers to be added.

Please note that you can only be part of one pick-up group at a time, and you can only pick up calls for staff who are in the same group as you.

  1. When your colleague's phone rings, pick up your handset and press the 'More' softkey
  2. Press the 'PickUp' softkey
  3. The caller's ID will be displayed on screen
  4. To pick up the call, press the 'Answer' key, or replace the handset to ignore the call

Hunt Groups

Hunt Groups are used to distribute phone calls from a single telephone number to a group of several phone lines. It allows several staff access to answer incoming calls to a departmental extension number. Calls are allocated according to the Hunt Group setup (see definitions below).

If you would like a Hunt Group setup, first you need to identify which number will be used as your departmental extension number (take over an existing staff number or create a new number). Next, choose the most appropriate setup, gather a list of all staff names and extension numbers and contact the IT Helpdesk.

Hunt Group Setup definitions:

  • Longest idle; The person who has not taken a call for the longest period will get the call.  In this way, call distribution should be balanced but this does not take into account the duration of the calls
  • Circular; the First call goes to user 1, the second call to user 2, the third call to user 3 and so on
  • Broadcast; Rings on every phone at the same time
  • Top Down; Rings on user 1, then goes to 2 if one is busy or does not answer, then 3 if no response from 1 or 2 and so on

How do I make international calls?

International call access has only been granted to certain users as authorised by a School Manager (or higher departmental authority).

To make a one-off international call

  1. Get an email from your School Manager, Head of Department, or Dean authorising you to make an international call;
  2. Contact the Switchboard requesting an international call; you will need to forward your authorising email along with the international number you need to dial onto the Switchboard Staff
  3. On receipt of the email, the switchboard will place the call for you and transfer the call over to your extension.
  4. Once you've finished your international call, hang up the phone.
  5. You will need a dated authorisation email for each international call request. Please do not re-use previous authorisation emails.

To make regular international calls from your own extension

  1. Get an email from your School Manager, Head of Department, or Dean authorising you to make international calls on a regular basis;
  2. Log a request job for Telephone guidance via My Service 
  3. International dialling access will be granted on your extension & will remain active until requested otherwise.

How do I connect a fax machine to the University network?

Analogue fax machines can be connected to the University network via an ATA box (analogue telephone adapter). All fax machines need one of these adapters to work on our systems.

An ATA Box can be purcahsed via the IT Helpdesk; the current charge is £150.00. Contact the IT Helpdesk to request a fax machine setup.

How do I block unsolicited sales or marketing calls?

Due to the diverse nature of GCU business, GCU telephone numbers are not automatically registered with the Telephone Preference Service (TPS).

If you are receiving an unacceptable number of unsolicited sales or marketing calls, you can register your GCU telephone number with the TPS. To register your GCU number to go the TPS website and complete the registration form.

If you have any problems please contact the IT Helpdesk.

How do I get a Voicemail account?

A voicemail account is only issued by request.

If you want to add voicemail to your phone account, your School/Department will need to authorise your request first.

  1. Get an email from a line manager, or higher departmental authority authorising you to get a Voicemail account
  2. Log a request job via My Service 
  3. A Voicemail account will be created & full information will be sent to you via email
  4. When you first access your Voicemail account you will be prompted to configure your welcome name and greeting

How do I access my voicemail?

Your voicemail account is linked to your IP Phone account. When you login to an IP Phone, you will be able to access your voicemail account by pressing the 'Messages' button on your IP Handset. Follow the voice prompts to login to your Voicemail account.

How do I access my Voicemail while I'm away from the University?

  1. Dial your own telephone number
  2. When you hear your Voicemail greeting, press *
  3. When asked to enter your ID, enter your extension number followed by #
  4. Enter your Voicemail Password followed by #
  5. Follow the voice prompts to access your mailbox

How do I access a group extension Voicemail account?

If you have access to a group extension, it'll be listed as a second (or third) line on your handset.
To access the Voicemail account for this extension:

  1. Lift the handset & press the round button to the right of the group extension line. (This swaps the phone from your own line to the group line)
  2. Press the Messages button
  3. Enter the group extension Voicemail Password followed by #
  4. Follow the voice prompts to access the mailbox

How do I change/reset my voicemail Password?

Access to voicemail is secured by a Password. If you enter the wrong PIN too many times, your voicemail account will be locked out. If you know your Password, you can either wait for the lockout to clear (30 minutes) or you log a call via My Service requesting a password reset for your voicemail account.

If you know your Password and wish to change it:

  1. Log into your Voicemail account as normal
  2. Select option 4 'Setup options'
  3. Select option 3 'Personal settings'
  4. Select option 1 'Change your password'
  5. Follow the voice prompts to change your voicemail Password

What do I do if my voicemail account is not working?

  • If you press the 'Messages' button on your IP phone & nothing happens, it's possible that you do not have a voicemail account. Clck  for information on how to get a voicemail account
  • Logged out IP phones will not connect to the voicemail system, make sure you are logged into your IP phone before trying to access your voicemail account
  • If you have recently been issued a voicemail account, you will need to log off/back on to your IP phone before trying to access your voicemail account
  • If you receive a message telling you that your voicemail account is full, please delete some of your messaages to make space
  • If you do not have a voicemail account, but your IP phone is displaying the voicemail message alerts, you can remove the alerts by dialling x7698 from your logged in IP Phone. The call won't appear to connect, but it will remove the voicemail message alerts from your IP phone

For any other voicemail account problems, please log a call via My Service with as much information as possible.

How do voicemail and email work together?

The voicemail system has been upgraded with new functionality and integration with your GCU staff email account.

In additional to operating your voicemail as normal through your handset, you will receive voicemails as an email attachment in the form of an audio file (.wav) via your inbox.

With this new functionality, it is important to note the following:-

Staff Email

  • The email will be addressed from “Unity Messaging System” with the caller and their extension in the subject field, where available. Voicemails from external callers will have 'Voice Message from Unknown (telephone number)' in the subject field
  • The email will contain a “.wav” file attachment of your Voicemail message. Double-click the .wav file to listen to the voicemail from your computer. You will need speakers/headphones to do this
  • If you delete this email from your Inbox, the message will be deleted from your Handset
  • If you read this email, the message will become a saved message on your IP phone
  • If you move this email from your Inbox, it will also be removed from your IP phone
  • If you have rules setup to automatically move, or forward messages that arrive into your inbox this will impact on your voicemail account. You will need to revise your rules in outlook to ensure the “Unity Messaging System” emails are left in your inbox
  • If you have accidentally deleted a “Unity Messaging System” email before listening to the message, you can move the deleted email from your 'Deleted Items' folder back into your inbox. It'll then be marked as a saved message on your IP phone

IP Handset

  • Access to your Voicemail via your IP Handset will operate as normal
  • If you listen to a message on your Handset, the email will be marked as read
  • If you delete a message from your Handset, the corresponding email message will also be deleted

How do I know if I have a voicemail message?

When you receive a voicemail message, your IP phone will light up & a small envelope icon will flash on screen next to your name. At the same time, you will also receive an email from “Unity Messaging System”.

Voicemail notification on a group line

When you receive a voicemail message on a group line, your IP phone will not light up, but you will still see the small envelope icon next to the group line name. If the group line is linked to a group email address, the group email will also receive an email from “Unity Messaging System”.

How do I setup a voicemail out-of-office?

Call Forwarding

If you are away from your office for a short while (ie: a meeting) you can forward your incoming calls to voicemail. This means that the caller will be directed to your voicemail straight away.

To forward your calls to voicemail:

  1. From your logged in IP phone, press the 'CFwdALL' softkey, then press the 'Messages' button. When active, your IP phone will display 'Forwarded to Voicemail'
  2. To remove this, press the 'CFwdALL' softkey again

Alternative Greeting

If you are planning to be out of the office for a longer period of time (ie: annual leave), you can setup and activate an alternative greeting on your voicemail account.

To set an Alternative Greeting:

  1. Log into your Voicemail account as normal
  2. Select option 4 'Setup options'
  3. Select option 1 'Greetings'
  4. Select option 2 'Turn on Alternate Greeting'
  5. Follow the voice prompts to record your alternative greeting. You can also set an optional end date; this tells your voicemail account to revert back to your standard voicemail greeting after that date
  6. For added security you should always log out of your IP phone if you are going to be out of the office for a longer period of time

How do I forward my voicemail messages onto a colleague?

Forward by email

The easiest way to forward a voicemail message to a colleague is to forward the “Unity Messaging System” email via your email client. The recipient will be able to listen to the voicemail attachment from their own PC.

Note: forwarding voicemail this way will not allow your colleague to listen to the voicemail on their own IP phone.

Forward by phone

You can also forward the voicemail message through the IP phone system.

Login to your voicemail, listen to the voicemail message & follow the options to foward the voicemail message. You will need to spell out the name of the person (surname, then first name) you wish to foward the message to by using the telephone keypad, eg: to forward a voicemail message to James Smith, you'd press 7-6-4-8-4-5-2-6-3-7. You'll be prompted with the corresponding extension number & asked to confirm/proceed. Follow the voice prompts to complete the request.