Emerson IT Help Desk

Campus Phones

Click here to download the "Getting Started" PDF guide provided with new handsets.

Click here for a quick reference guide for voicemail codes, forwarding voicemail, and more.

Click here for Avaya's voicemail user guide.



Logging In / Out of Your Phone

Avaya’s IP Office abstracts a user’s extension and voicemail from the hardware they use to access it. Similar to how you can log in to your Emerson email account on any computer, you can log in to your phone number using any handset on campus.

To log in to a phone that is not logged in:

  1. Press Login.
  2. Enter your 4-digit extension in the Extension field and press the OK button.
  3. When you first log in to your phone, your PIN will be the same four digits as your extension. Enter these and press OK again.

Locking/Unlocking Your Phone
You are responsible for everything that happens on your extension, so be sure to secure your logged-in phone when you are not at your desk. To lock your phone:

  1. Press Features.
  2. Scroll down to Phone User, the third option on the menu.
  3. Press Lock, the first option on the menu.

When locked, anyone who tries to dial a number on your logged-in handset will get an “Incompatible” error and a beep. To unlock your phone:

  1. Press Unlock.
  2. Enter your PIN.

Changing Your PIN
When you receive your phone for the first time, by default, your security PIN will be your extension number. You need to change this immediately so others can't dial with your extension. To do so:

  1. Press Features.
  2. Scroll down to the third option on the menu, Phone User, and press the OK button in the center of the arrow keys.
  3. Scroll down to the fifth option on the menu, Set Security Pin, and press the OK button.
  4. Enter your current PIN and press Done. By default, your security PIN will be your extension number.
  5. Enter your new PIN (which must be 4 digits long) and press Done.
  6. The phone will display a message telling you that your PIN has been changed.


Setting Up a Voicemail Greeting

Once you’ve logged in and changed your PIN, you’ll want to set your voicemail passcode and record a greeting.

Voicemail Passcode: The phone system stores the voicemail passcode separately from the PIN. By default, the voicemail passcode is not set, which means that anyone can listen to your messages. Thus, you should set a voicemail passcode, either to your PIN, or to a different four-digit value. You may set the VM password from the "Features" menu on your phone.

  1. Go to Features and scroll down to Visual Voice...
  2. Scroll down to Passcode... 
  3. Enter your desired passcode. Make sure it's something you can remember easily! You'll need to enter it every time you want to listen to a voicemail through your phone. 

Voicemail Greeting: By default, your greeting is a generic “Your call is being answered by Avaya IP Office…” message. To personalize:

  1. Press the Message button.
  2. Scroll down to Greeting, the second option on the menu.
  3. Record will start recording immediately. Listen allows you to play back what you’ve recorded.
  4. When you have recorded something you’re happy with, press Submit to save your greeting.

Receiving Messages
When you have a new voicemail message waiting, the envelope icon on the  Message button will be illuminated red. The History button and the red light on the top right of the phone will probably also be lit, indicating a missed call.

  1. Press the Message button.
  2. The first item in the list indicates the number of New / Old / Saved messages you have. To listen to a message, press OK. Choose the category you want to listen to (New, Old, or Saved) and press OK again. Then choose the individual message from the listen and press OK to listen.

It is also possible to dial in from an external phone to retrieve your messages. Simply call (617) 824-7501 and follow the prompts.

It is also possible to have your voicemail messages sent to your Emerson email inbox as .WAV audio files. You can receive them when they arrive and listen to them from any computer. To enable Email Mode:

  1. Press the Message button.
  2. Scroll down to Email; the second-to-last option in the menu. If you do not see the Email option, it is because there is no email address is not tied to your extension in the phone system. Contact Telecom to change this.
  3. By default, Email Mode is set to Off. Clicking the OK button will toggle through all the possible settings for Email Mode. They are:
  • Copy: Send an email with an audio file of the message attached, but also store the message in your voicemail.
  • Forward: Send an email with an audio file of the message attached only; do not store the message on your voicemail.
  • Alert: Send an email informing you that there is a message waiting, but do not attach an audio file containing the message.
  • Select which option you’d like and press Save. Email Mode settings can be changed at any time.

Your Old Voicemail

If you want to access voicemail messages stored on the old Nortel phone system:

  1. Dial 7500 on your new phone.
  2. Enter your extension followed by the # sign.
  3. Enter your old voicemail password followed by the # sign. Contact Telecom if you are having trouble with this.
  4. Voicemails can be deleted by typing *76. Eventually this will be shut off, so please make sure you aren’t storing any important information in your old voicemail box.

Click here for Avaya's voicemail user guide.

Click here for a quick reference guide for voicemail codes, forwarding voicemail, and more.


Making Calls / Dialing Outside

You no longer need a separate dial-out code to make an external call.

  • For local numbers, dial 9 followed by the phone number.
  • For long-distance calls, dial 9 followed by 1 followed by the area code and phone number.
  • For international calls, dial 9 followed by 011, the country code, and phone number.

Remember that you are responsible for any calls that are made or received using your assigned extension. For more information on this, please see Information Technology’s policy.


Changing Your Ringtone

The IP Office phones come with 16 different ringtones installed. To change yours from the default electronic ring to something a little more exciting:

  1. Press the Home button.
  2. Select Options & Settings from the list.
  3. Select Screen & Sound Options.
  4. Scroll through the list of ringtones. As you highlight them, they will play so you can preview how they sound. Select Classic to see more ringtone options. When you find one you like, press Save. This will be your ringtone from now on.


Programming Quick Dial Buttons

Your new phone has 4 default buttons on the main screen, but you can add your own customizable buttons. As an example, let's create a speed dial for someone we call frequently.

  1. Press Features.
  2. Scroll down to the third option on the menu, Phone User, and hit the OK button in the center of the arrow keys.
  3. Select Self Administer and enter your PIN.
  4. Scroll to a blank button field and press Replace.
  5. You'll see many different available options for kinds of buttons. For a speed dial, locate Abbreviated Dial and press select.
  6. Type in the extension of the phone number you'd like, or find it in the directory by pressing Dir. Scroll to your selection and press Save.
  7. On the home screen, you'll see the speed dial. Simply press the button next to the speed dial phone number or name to call.


The Main Screen

By default, every phone has 4 default buttons on the main screen. If you belong to a call center or a specialized group, you may have more. The 4 default buttons are:

  • 3 available lines to accept incoming calls or make outgoing calls, labeled Line 1, Line 2, and Line 3.
  • 1 log out button that allows you to Log Out of the phone with one button press.


Call History

A history of missed, received, and outgoing calls are stored on your phone. To see them:

  1. Press History.
  2. Use the arrow keys to toggle through the phone numbers that have called or have been called.
  • To delete an entry, press Delete.
  • To see the time, date, and extension of a call in your history, press Details.
  • To make a contact out of an entry, press More, +Contact, and Save.


The Directory of Contacts

All users on the new phone system will be present in the phone directory. To view the directory, press Contacts.

To add a new contact to your personal directory:

  1. Press New.
  2. Type a name using the letters on the keypad.
  3. Use the down arrow key to go to the number field, and type the phone number of the new contact. It's the phone number is outside Emerson's list of extensions, it must be prefaced with "91", or the call will not be successful when you attempt it.
  4. Press Save, and scroll to find your new directory contact.

To find extension numbers for faculty, staff and students via the on-line campus directory, go to: http://www.emerson.edu/directory/


Call Forwarding

To forward your calls to an external phone or cell phone, you may enter the number in the "Forward Unconditional" entry on your desk phone. After it is set up, you can easily turn this forwarding on and off without re-entering the number. (When forwarding is on, you will hear an intermittent dial tone when you pick up your handset, and the phone's screen shows a "D" to the right of the username.)

Forward to External Phone:

  1. Press Features.
  2. Select the Forward... menu item.
  3. Select the Forward Unconditional... menu item.
  4. Now select the Destination item.
  5. Type in the phone number you wish to forward calls to. Begin with "91" if it is an external phone number, then the area code and number.
  6. Press Select to save the Destination number.
  7. To enable forwarding, select Fwd Unconditional and press On and then Save.
  8. (To turn forwarding off again, press Features, Forward..., Forward Unconditional..., and then Off and Save.)

Forward to Voice Mail: Unconditional forwarding may also be used to send calls directly to Voice Mail. From the "Forward Unconditional" page after step 3. above, press the To VM soft-button, and Save. When you turn this VM forwarding back off, your previous forwarding destination number is restored. 

Configuring the Softphone for Laptops/Desktops

The IP Phone System offers a "softphone" in which users can make and receive calls on their laptops and desktops, with either the onboard or external microphone/speakers/headphones. It is currently compatible for all versions of Windows and only compatible with Mac OSX Mountain Lion and prior versions. It is not available for OSX Mavericks.

Note: The Softphone is currently in a testing phase. Contact IT (617-824-8080) or email helpdesk@emerson.edu for a user name and password.

To Install the Softphone for Windows

  1. CLICK HERE to download the softphone installer for Windows.
  2. Double click the installer, click Run if prompted, and select English as the language.
  3. Click Next, check I Accept the Terms in the License Agreement, and click Next.
  4. Uncheck the defaults if you don't want a shortcut on the desktop or don't want the softphone to start when you're computer starts, and click Next.
  5. Click Install, and then when prompted, click Finish.

To Install the Softphone for Mac

  1. CLICK HERE to download the softphone installer for Mac.
  2. Double click the installer and click "I Accept."
  3. An Avaya Softphone dialogue box will pop up. Drag the Softphone icon into the Application folder.
    4. Double click the Applications folder and find "Softphone." Double click it. If prompted, click Open.

You'll find the Softphone app in your Applications folder, for future use.

To Log Into the Softphone Client

  1. If you're off campus, connect your computer to the VPN. Click here for instructions. If you're on campus, go to step 2.
  2. Launch the app. Leave the profile on "IP Office: Default."
  3. Type into the Login server field.
  4. Enter your Softphone username and password (by default, the username is your name exactly how it appears on your phone, such as "John Smith", with a space and with caps, and your password is your extension) and click Login.

To change your password, visit log in, click the "Configure" tab, and then click Security.

Note: You'll notice the page at the link above appears to be a web-based softphone, and it can be used as one, but only when the application has already been launched on your desktop.

To Select Your Microphone/Speaker (for both Windows and Mac)

You will have to tell the softphone if you're using the built-in microphone/speakers or have connected a headset/external devices.

  1. Click Softphone in the top left corner and go to Preferences.
  2. Go to Devices.
  3. Select the Microphone and Speaker devices you'd like to use.
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