Telephone 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 PIN/Password?

  • Your phone PIN is used to login to a Cisco IP Phone handset.
  • Your phone Password is used to login to the Cisco Call Manager User website, and the Cisco Meeting Place (telephone conference) website.
  • If you do not know your Phone PIN and/or Password, you can log a call in the ISC requesting a reset.

How to change your Phone PIN and Password

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

  1. Go to  (we advise you to Bookmark this page as Telephone Intranet)
  2. If prompted with the following screen, select 'Continue to this website'
  3. Log in with your domain username & your phone password.
  4. From the 'User Options' menu select 'User Settings'.
  5. From here you can reset your Phone PIN and/or Password. Enter your current PIN/Password details, then enter and confirm a new PIN/Password.
    Your phone PIN must contain numbers only.
    Your phone Password can contain letters & numbers.
  6. Click the Save button to save your changes.

Phone PIN/Password criteria

To create a strong PIN/Password follow these recommendations:

  • Mix uppercase and lowercase letters (password only).
  • Mix letters and numbers (password only).
  • Include hyphens and underscores (password only).
  • Remeber that longer passwords are stronger and more secure than shorter ones.

Avoid using the following types of passwords:

  • Do not use recognisable words, such as proper names and dictionary words, even when combined with numbers.
  • Do not invert recognisable words.
  • Do not use word, or number patters, such as:aaabbb, qwerty, zyxwvuts, 123321, and so on.
  • Do not use recognisable words from other languages.
  • Do not use personal information of any kind, including birthdays, post codes, telephone numbers, names of children/pets and so on.

How do I pick up a colleagues phone calls?

There are several different ways to answer your work colleagues' phones

  • 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 via 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 & 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 & 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 etc.
  • 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 etc.

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.