Voice Communications

Voicemail Change Requires Your Action

News Tag(s)

CU-Boulder has moved to a new voicemail system as part of a larger project to replace the campus’ aging telephone and voicemail systems with a new Cisco Voice over Internet Protocol (VoIP) Unified Communications system. On Wednesday, July 23, campus voicemail services were moved to a new Cisco voicemail system. The move to Cisco voicemail requires you to set a new password and record new voicemail greetings before you can retrieve new messages.

Changes to Campus Phones & Voicemail

News Tag(s)

CU-Boulder is replacing our aging telephone and voice messaging systems with a new Cisco Voice over Internet Protocol (VoIP) Unified Communications system. A number of changes will occur to lay the foundation for the new system. Some of these changes require your attention.

Outgoing Caller ID Preference Selection

Overview

In May 2011, OIT enhanced the campus caller ID service to, by default, show a caller's 10-digit phone number for calls placed to off-campus numbers. If you prefer not to reveal your phone number for off-campus calls, you should contact your departmental Telecommunication Liaison.

Caller ID Service Enhancement Offers More Options

In May 2011, OIT enhanced the campus caller ID service to, by default, show a caller's 10-digit phone number for calls placed to off-campus numbers. Prior to this enhancement, when calling off-campus, the number displayed was our general number (303-735-5880), which routed to a campus operator. Feedback from academic and administrative departments as well as research institutes has overwhelmingly requested that the functionality be turned on to show the caller's 10-digit number when calling off-campus.

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Call Center - Avaya CMS Supervisor R16

Overview

Avaya CMS Supervisor is a Microsoft Windows-based application that allows you to run reports to view the activity in your call center.

Software

Download the CMS R16 software and save it to your desktop by clicking on this link: cmsinstall-r16.exe (Windows Only).

Connection Considerations

To connect to the Avaya CMS Supervisor, you will need to have an on-campus connection. If you are away from campus, first connect to CU-Boulder's general VPN service.

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Audience

Call Center - Agent Functions

Agent Functions

Login/Log-Out

Even though a Call Center Supervisor has assigned a particular agent the appropriate Skill(s), that agent will not be fully prepared to receive calls until they have "Logged-in" on a telephone set. The login process can be initiated through the use of a button or a code and is completed by entering a 5-digit login ID and password. The log-out process can also be initiated through the use of a button or code.

Login as an Agent

Starting Postion: Handset is in the Cradle

Audience

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Call Center - Quick Reference Guide

Supervisors

Supervisor Functions Code
Add a Skill to an Agent 153
Remove a Skill from an Agent 154
Observe an Agent 159
Verify the Busy Announcement N/A
Remove a Call Center from Service 153

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Call Center - Supervisor Functions

Supervisor Functions

Add a Skill to an Agent

Although the agents of any particular Call Center must be included in the original programming of the Call Center, the supervisor must ensure that each agent has been assigned an appropriate "Skill" designation. The skill addition process can be initiated through the use of a button or a code.

Starting Postion: Supervisor is logged-in and Handset is in the Cradle

Audience

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Call Center - How it Works

General Diagram

General Diagram

Audience

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Call Center - Help

Support Area Description
How it Works Diagrams that demonstrate how Automatic Call Distribution (ACD) works.
Quick Reference Guide Functions and codes for supervisors and agents.
Supervisor Functions

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Telephone Service - Using Your Phone

Dialing Tips

  • If you are dialing an on-campus number from a campus phone, you only need to dial the last five digits. University offices are 5-xxxx or 2-xxxx. Residence hall and family housing numbers are 6-xxxx.
  • You must dial an 8 before any off-campus phone number. From campus lobby phones, you must dial 7 first.

Using Your Phone Guide

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Telephone Service - Deaf and Hard-of Hearing Customers

Equipment

Amplified Handset

  • Available for all telephones 
(The volume control key on 8410 or 8434 multiline sets also controls the handset volume.)
  • For use by hard-of-hearing customers
  • For use in environments with background noise
  • Equipped with a volume control switch
  • Contact your Telecommunications Liaison to order.

TTY

Service Category

Outgoing TTYs

Center for Community
Deaf and Hard of Hearing Services
Room N200

Continuing Education
First Floor Reception Desk

Engineering
Room 422, Southwest Entrance

Norlin Library
TTY Pay Phone - Southeast Entrance

Police Department
TTY Pay Phone - Lobby Booth

Recreation Center
First Floor Reception Desk

Speech, Language and Hearing Sciences
Clinic - First Floor

University Memorial Center
Second Floor Reception Desk

University Memorial Center
TTY Pay Phone
Lobby next to Recreation Room on First Floor

Campus TTY Locations

Admissions Office
125 Regent Administrative Center
30 UCB
Boulder, CO 80309-0030
303-492-5998
303-492-7115 (fax)

 

American Sign Language Program
Department of Speech, Language and Speech Sciences
409 UCB
Boulder, CO 80309-0409
303-492-7339 (TTY/Voice)
303-492-3274 (fax)

 

ASL Development Lab
Department of Speech, Language and Speech Sciences
409 UCB
Boulder, CO 80309-0409
303-492-5730
303-492-3274 (fax)

 

Continuing Education, Division of
1505 University Ave.
178 UCB
Boulder, CO 80309-0178
303-492-8905
303-492-3962 (fax)

 

Deaf and Hard-of-Hearing Services
Disability Services
N200 Center for Community
107 UCB
Boulder, CO 80309-0107
303-492-4124
303-492-5601 (fax)

 

Disability Services
Suite N200 Center for Community
107 UCB
Boulder, CO 80309-0107
303-492-8671 (TTY/Voice)
303-492-5601 (fax)

 

Financial Aid, Office of
Environmental Design Building, Room 2
556 UCB
Boulder, CO 80309-0556
303-492-8228
303-492-0838 (fax)

 

Hearing, Speech and Language Clinic
Department of Speech, Language and Hearing Sciences
409 UCB
Boulder, CO 80309-0409
303-492-1335
303-492-3031 (fax)

 

Human Resources
(Director's Office, Affirmative Action, Benefits/Payroll, Staff Personnel)
1511 University Ave.
475 UCB
Boulder, CO 80309-0475
303-492-1339
303-492-4491 (fax)

 

Interpreter Services
Deaf and Hard of Hearing Services
N200 Center for Community
107 UCB
Boulder, CO 80309-0107
303-492-4125 (TTY/Voice)
303-492-5601 (fax)

 

Marion Downs National Center for Infant Hearing
Department of Speech, Language and Hearing Sciences
409 UCB
Boulder, CO 80309-0409
303-492-6283 (tty/v)
303-492-3274 (fax)

 

Police Department
1050 Regent Drive
502 UCB
Boulder, CO 80309-0502
303-492-6666 (other services)
303-492-2315 (non-emergency information)

 

Wardenburg Health Center
119 UCB
Boulder, CO 80309-0119
303-492-8818
303-492-1747 (fax)

 

Women's Resource Center
UMC 412
Boulder, CO 80309-0207
303-735-0377 (TTY)

Faculty/Staff with TTY

Karen Boyd
Deaf and Hard of Hearing Services
107 UCB
720-210-5827

Willy Moers
Speech, Language and Hearing Sciences
409 UCB
303-492-6445

Brenda Schick
Speech, Language and Hearing Sciences
409 UCB
303-492-7339 (TTY/Voice)

Jim Sheppard
Sponsored Programs Accounting
19 UCB
720-235-0572

Barbara-Jean Slopey
Interpreting Services
107 UCB
303-492-4125 (TTY/Voice)

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Telephone Service - Multiline 8434 Phone

Overview

The information below will help you use and understand the many features available on your multiline campus phone.

8434 Model

  1. Built-in display
  2. 15 features accessible via "soft" buttons
  3. 34 programmable buttons
  4. Message waiting lamp
  5. Conference, transfer, drop, hold, and disconnect buttons
  6. Two-way speakerphone and ringer volume control
  7. 8 selectable rings

Multiline 8434
34-Button Telephone With Display
Equipment Code: 8434

Miscellaneous

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Telephone Service - Multiline 8410 Phone

Overview

The information below will help you use and understand the many features available on your multiline campus phone.

8410 Model

  1. Built-in display
  2. 12 features accessible via "soft" buttons
  3. 10 programmable buttons
  4. Message waiting lamp
  5. Conference, transfer, drop, hold, and disconnect buttons
  6. Two-way speakerphone and ringer volume control
  7. 8 selectable rings

Multiline 8410
10-Button Telephone With Display
Equipment Code: 8410

Miscellaneous

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Telephone Service - Avaya Single Line Black Phone

Overview

The information below will help you use and understand the many features available on your single line campus phone.

Avaya Single Line Phone

Miscellaneous

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Telephone Service - Tips and Tricks

Using Your Phone

We provide instruction guides for the three phones featured below. To learn more, click on one of the phones.

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