Telephone and Voice Mail
Overview
We offer a variety of telephone, voice messaging, and conferencing services to faculty and staff on all campuses. Services include the following: voice mail, local calling plans, on-campus phone lines, off-campus business lines, fax and pager lines, authorization codes for phones with calling restrictions, automated call distribution (ACD), automated attendant, calling restrictions, conference room service, personal call routing, toll free numbers, additions or changes to existing phone numbers, emergency phones, toll fraud monitoring, and other advanced telephony services.
We also work closely with departments and Facilities Management during the planning and construction process to provide the infrastructure needed for high-quality data and voice services.
All equipment is evaluated for upgrades on an annual basis. Maintenance is performed during established change windows and downtimes to ensure stable and reliable service.
Request Service
To request these services, use the online University Telephone Services request form.
Voicemail
The University offers voice mail service to faculty and staff including a variety of standard features such as personalized greetings, envelope information, and forwarding of messages.
Optional Voice Mail to Email
The Voice Mail to Email service delivers voice mail messages to a faculty or staff member's University email address as an audio file attachment. Faculty or staff can listen to voice messages on a desktop computer, laptop, or smart phone using an application capable of playing .wav files (such as Windows Media player or iTunes). Once read, you can delete, reply to, or forward the message, just as you do with a standard email message. Faculty and staff can get Voicemail to Email by submitting a help request. This service is available at the Pittsburgh campus only.
This optional service delivers your voicemail to your University email address as an audio file attachment. Voice Mail to Email is available to faculty and staff at the Pittsburgh campus only. You can listen to your voice messages on your desktop computer, laptop, or smart phone using an application capable of playing .wav files (such as Windows Media player or iTunes). Once read, you can delete the message, forward it, or reply to it, just as you would any email message. Note: You can only reply to voice mail messages via email if both you and the person who sent the message have opted in to Voice Mail to Email and if you both use Enterprise Exchange.
Voice Mail to Email works with the University's Enterprise Email system, My Pitt Email. The two-way integration with Enterprise Exchange email means that if you delete a voice message from your email, it will be automatically deleted from your voice mailbox at the same time.
Request Service
To request Voice Mail to Email for your existing voice mailbox, submit an online help request. There is no cost for the service if you already have a voice mailbox.
If you do not already have a voice mailbox, you can request one by submitting the University Telephone Services Request form. There is a fee to set up your voice mailbox.
Need more information or help?
Call the Technology Help Desk at 412 624-HELP [4357] or submit a help request online.
Faculty and Staff Services
The following services and features are available to faculty and staff:
Telephone Operators
The main University number is 412-624-4141. The University provides telephone operators who are available Monday through Friday from 8:30 a.m. to 5:30 p.m. to help direct calls.
Phone Lines
- On-Campus Phone Line: Request a phone line and number for on-campus use.
- Off-Campus Business Line: This category of phone lines can be used for special needs, including automated monitoring of building environmental conditions and elevator phones. Business lines are also provided for some off-campus locations that do not have access to the University's PBX telephone service and require business telephones.
- Fax/ Pager Line: CSSD provides the phone numbers and any needed cabling for pagers, fax machines, and overhead paging systems. However, equipment for these services is obtained through the University's Purchasing office.
By-Request Telephone Features
- Authorization Codes: Enables individuals to make calls to any location from phones with Calling Restrictions. These calls are chargeable to your department.
- Automated Call Distribution (ACD): This service is used for high-volume call applications such as a customer support center. Calls are automatically routed to individuals based on customized rules to create an efficient call management environment. Real-time and historical activity reporting is available. CSSD will consult with your department to determine how this feature can benefit you.
- Automated Attendant: Common in most customer-service applications, this feature, provides a touch-tone menu to help efficiently route calls. The customer then is connected to the person who can most effectively address his/her needs. CSSD will consult with your department to determine how this feature can benefit you.
- Busy Indicator: This service tells you at a glance if another person is currently using his or her phone. An indicator light turns on when the individual is using their phone. The indicator light turns off when the individual hangs up. This feature can be especially helpful for administrative staff.
- Call Pickup: Help to ensure that incoming calls are answered quickly with Call Pickup. This feature allows a person to immediately answer another person's ringing phone.
- Calling Restrictions: Departments are charged for off-campus calls. To control departmental costs, phones can be restricted to allow calls to limited specific restriction levels:
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- Campus only
- Local areas codes (most of 412/724/878)
- Pennsylvania area codes
- All United States area codes
- International locations
- With Authorization Codes departments permit select individuals to override calling restrictions
- Conference Room Service: CSSD provides only the 2420 model phone for conference room purposes, but we can provide you with information concerning the acquisition of other conference room phones, such as Polycom.
- Personal Call Routing: Ensure that your incoming calls are answered by directing the call to as many as six other phones.
Telecommunications Billing System
Computing Services and Systems Development provides an online billing system for telecommunication services. This system provides a convenient way to track charges for telecommunications and network services used by University departments. Call detail reports are available for the auditing and management of telecommunications expenses.
Departments can access and download their bills, which contain the detail of the charges.
Access
Access to this service is restricted. Please complete the Access Request Form to request or change access.
Authorized users can reach the service as follows: login to My Pitt (my.pitt.edu) and click View Bills Login on the right-hand side of the main page. Detailed getting started instructions are available.
Billing Support
CSSD provides convenient support via online forms or by phone.
- Billing Inquiry: Have a question concerning your telecommunication bill? Use this form to communicate the details of you inquiry. A billing specialist will follow up with you.
- Billing Account Change: Requests general ledger account changes. A billing specialist will follow up with you.
If you require any other assistance, please contact the Technology Help Desk at 412 624-HELP [4357] or submit a help request online.
Detailed Help
Additional Phone and Voice Services
- Toll-Free Phone Numbers
Your students, faculty, staff, or customers can reach you easily through a toll-free phone number chargeable to your department. Toll-free numbers have area codes of 855 and 844.
- Renovation and Construction: CSSD works closely with departments and Facilities Management during the planning and construction process to provide the infrastructure needed for high-quality data and voice services. Involve us in your building project early.
- Customized Phone Solutions: Can't find what you need? Does your department require a customized phone solution? CSSD can help.
If you need any additional information about these services, simply submit an online University Telephone Services request. In the On-Request Services section, select "Other/ Please contact me" and an analyst will follow up with you to discuss your requirements.
Desktop Phone Models
The University offers several desktop phones for faculty and staff:
Polycom VVX501
- Gesture-based, multitouch-capable, capacitive touch-screen
- 3.5-in TFT LCD display at QVGA (320 x 240 pixel) resolution, 4:3 aspect ratio
- Screensaver and digital picture frame mode
- On-screen virtual keyboard
- Voicemail and videomail support handling features
- 12 lines
- Up to 24 simultaneous calls
- Shared call/bridged line appearance
- Flexible line appearance (1 or more line keys can be assigned for each line extension)
- Distinctive incoming call treatment/ call waiting
- Call timer and call waiting
- Call transfer, hold, divert (forward), pickup
- Called, calling, connected party information
- Local 3-way audio conferencing
- 1-touch speed dial, redial
- Remote missed call notification
- Do not disturb function
- Electronic hook switch capable
- Gigabit Ethernet (10/100/1000) line interface
- Second Ethernet interface 10/100/1000 Mbps
Learn more about this phone:
Avaya 9608G
- Monochrome display – 3.2 inches x 2.2 inches (8.2 cm x 5.5 cm)
- 8 buttons with dual LEDs (red, green)
- 4 softkeys
- Hard buttons for phone, messages, contacts, history, home, navigation cluster, headset, speaker, volume, mute
- Red LEDs for speaker, mute, headset, message, history
- 24 administrative buttons
- Wideband audio in handset and headset
- Full duplex speakerphone
- Ergonomic hearing aid compatible handset supports TTD acoustic coupler
- Message waiting indicator
- IC call alerting with 360-degree visibility
- Rich, classic and alternate ringtones
- Wall-mount and dual-position stand
- Gigabit Ethernet (10/100/1000) line interface
- Second Ethernet interface 10/100/1000 Mbps
Avaya 9611G
- Color display - 2.8 inches x 2.1 inches (7.0 cm x 5.3 cm) – Diagonal width: 3.5 inches (8.8 cm)
- 8 buttons with dual LEDs (red, green)
- 4 Softkeys
- Permanently-labeled feature buttons: Speaker, Mute, Volume, Headset, Contacts, Home, History, Message, Phone
- Permanently-labeled Navigation Cluster (Up/Down, Left/Right, OK)
- 24 administrative buttons and up to 8 lines displayed simultaneously with green/red LEDs
- Wideband audio in handset and headset
- Full duplex speakerphone
- Ergonomic hearing aid compatible handset supports TTD acoustic coupler
- Two message waiting indicators
- Gigabit Ethernet support
- Wall-mount option and dual-position stand
- Ethernet (10/100/1000) line interface
- Secondary Ethernet interface 10/100/1000 Mbps
Avaya 9641G
- Color display 5” diagonal 4.4 inches x 2.5 inches (110.9mm x 62.8mm)
- Configurable line appearance/ feature key buttons
- Capacitive touchscreen for high accuracy and light touch
- Red LEDs for speaker, mute, headset, message and history
- 0-5 Softkeys
- 4-position, adjustable-tilt display
- Permanently-labeled feature buttons: Speaker, Mute, Headset, Contacts, Home, History, Message, Phone, Forwarding, Volume (separate volume levels in handset, speaker, ringer, and headset)
- 24 administrative buttons with 5 lines displayed (configuration dependent)
- Wideband speakerphone
- Ergonomic hearing aid compatible handset supporting TTD acoustic coupler
- Message waiting indicator
- 360-degree visual alert for incoming calls and voicemail
- Integrated Bluetooth headset support (H.323 only)
- Ethernet (10/100/1000) line interface
- Secondary Ethernet (10/100/1000) line interface
Request Phones
To request telephones, submit a University Telephone Services request.