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ETS: VoIP/Telephones

 

VoIP/Telephones

 

Notices

February 24, 2017

ETS has scheduled February 24, 2017 to shutdown access to the old Fujitsu Telephone Voice Mail system.  On the 24th, 650-949-7999 and 650-949-8999 will be migrated for use with the new CISCO Voice mail system.


March 3, 2017


ETS plans to power down the old Fujitsu telephone system on Friday March 3, 2017.

 

A Few Details on the VoIP Telephone Deployment:

Following the De Anza campus administrator, staff, faculty and classroom phone deployment, the deployment team will migrate the blue light, elevator and other service level phone lines to the new system throughout the District.

There is a Self-Care Portal we will announce in January and soon to follow Instant Messaging & Presence Jabber app for Desk Phone users and a Fax Server. This same Jabber app is used by Software-based phone users, with the phone feature enabled

 

 

New CISCO VoIP phone guides:

 

New CISCO VoIP voicemail guides:

 

New CISCO VoIP Jabber guides:

 

Frequently Asked Questions:

Question: Is this going to impact the voicemail numbers that PT faculty have?

I am PT and have had an extension box for years. Just wondering if thats going to change?

 

The phone extensions will change for the Part Time Faculty. We'll provide new batches of phone numbers to Division Assistants for distribution Winter Term 2017.

 

 

Question:  I don't seem to have any voice messages and someone told me they left me a voice message.  Where did it go?There is no red light on the handset indicating a new voice message has arrived.

-and-

Question: How I can access messages that I know are on my phone, but the phone says are not there? I get an email message telling me there is a message, the phone handset has the red light, but when I access the voicemail box, the phone tells me there are no messages.

The email you received actually has an attached .wav file that is your voice message. This is called Unified Messaging.

Unified Messaging is a bit tricky. If you open the email message, the email system tells the voice mail system that you have listened to the voice mail and then the voice mail system moves the new voicemail into the "saved" voice mails area.

The email system is not smart enough to know when you have actually listened to the .wav file attached to the email.

If you delete the email, it will delete the voice message on the voice mail system and you won't find it when using your phone. If this is what you have done, there is a chance the email with the .wav file is in your Deleted Items folder in your email and you can move it back to your InBox.

On the voice mail system itself, if the email is in your deleted items folder, the voice mail may be in the Deleted Voice mails area and then you can listen to it there.

If you 'move' the email with the .wav file from deleted items back to your InBox, the voice mail should reappear into your 'saved' voice mails on the voice mail system.

Please also refer to the Unified Messaging FAQ above.

Question: There is a Personal Directory on my Desk Phone but it is asking for a UserID and PIN. What is my UserID and is it the same PIN as my voice mail and how do I add to the Personal Directory?

As of November 3, 2016, the Personal Directory on Desk Phones is not fully functional. When it is functional you will be provided with instructions. You will be able to easily set up Personal Contacts through the Self-Care Portal.

Question: Do I need to use my Long Distance Code to make long distance calls?

No.  You no longer need your long distance code.  Your phone is assigned and programmed to you through your CWID.  The system provides reporting on long distance usage for all phones.  If it appears someone is abusing the privilege of long distance dialing, the ETS Networks & Client Services Director will contact the manager of the employee.

 

Question:  During the power outage none of the new phones operated. Is that to be expected?

The new phones use the Data Network which means it uses the network equipment in the Data Closets in each building and obtains power from the network switches. It is cost prohibitive to have back up power for each of the network closets through out the campuses. Even if we had battery backup it would last about 20 minutes, if that. So this means the phones go out of service when the power goes out. We do plan on having other phones (analog) available in certain areas of the campus that do not rely on power from the network.

Specifically for Classrooms, the Steering Committee felt it was more important to be able to send emergency messages through the speaker of the classroom phones than have the phones stay in service during a power outage. Therefore, VoIP phones were installed into the Classrooms. With this new system, an emergency message can be broadcast to all phone speakers simultaneously. The system overrides Do Not Disturb (DND) and Volume down. It was assumed when the power goes out for an extended period of time, the campus will be evacuated.

For those with a Software-based phone, they not only have the Jabber software installed, but also something called the Informacast Desktop Notifier. So when the message is sent to the speakers in desk phones, software-based phones will also receive a message.

 

 

Question:  What wireless USB headsets will work with  the  software-based phones?

Any USB headset should work with the software-based phones.  You can use non-USB headsets that connect to the laptop/computer headset jack input.  You will want to make sure it has a microphone.  Ear buds from a smartphone usually work.   Plantronics has headsets that should work: http://www.plantronics.com/us/

Question: What headsets will work with the desk phones?

Most headsets will work with the CISCO desk phones. Plantronics has headsets that should work: http://www.plantronics.com/us/

 

Question: How do I remotely access my voice mail box when I am away from my phone?

For remote access to voice mail messages on the new CISCO VoIP telephone system call (650) 949-7899. Your ID is your phone extension. When the Fujitsu system is turned off, the previous numbers for accessing voice mail remotely will be available on the new system to remotely access voice mail (x7999 and x8999).

Question: What if I am away from the office when my new phone is installed?

For the Fujitsu system: Any voice mails in your Fujitsu voice mail box will remain and available to you until the Fujitsu phone system is turned off in December. Up until that time you will be able to access voice mails messages by going to 650-949-7999 (FH campus) and 408-864-8999 (DA campus). Once the Fujitsu system is turned off, the 7999 and 8999 will be migrated and used to remotely access voice mail on the new CISCO VoIP system.


For the new CISCO VoIP system: Once your phone number is migrated to the new CISCO VoIP system, all unanswered calls will go to the CISCO VoIP voicemail box, even if you have not yet set your PIN or recorded your greetings. However, you will not be able to listen to the voicemail messages via a telephone until you have set your PIN. With Unified Messaging, your voice mail messages will be sent to you as an attached .wav file in an email, even if you have yet to set your PIN and recorded your greetings. A separate Hints and Tips for UM will be published soon.

Question: What happens to my voice mail messages in the current telephone system when my phone number is migrated to the new VoIP Telephone system?

Voice mail messages on the current telephone system will NOT migrate to the new telephone system. Therefore, before your scheduled migration to the new telephone system, you will need to listen to all your voice mail messages. Otherwise, you will not be able to access them once your phone number has been migrated to the new telephone system. You will not be able to ask for a delay in the migration of your telephone number to the new system.


Question: How long will I be without dial tone on my phone during the installation of my new phone?

Anywhere from 5 minutes to 2 hours. Migration work is performed on both the existing Fujitsu phone system and the new CISCO VoIP system. The implementation team performs the work in groups of phone numbers. However, once your new phone is on your desk and the installer completes the programming on the phone, you will have dial tone and all calls coming in from the outside will be received on your new phone. Once the migration is complete on the Fujitsu side, all on-campus calls will now go to your new phone.

During the transition, incoming calls not answered will go to both the Fujitsu and CISCO VoIP voice mail boxes. Once you have your new phone and the migration is complete, you can check for voice mails on the Fujitsu voice mail system by calling 650-949-7999 (Foothill) or 408-864-8999 (De Anza). Once you set your PIN (password) for your CISCO VoIP voice mail box, you will be able to listen to voice mails on the new system. Please see the Quick Start Guide for more information. A copy of the Quick Start Guide will be left in place of the removed Fujitsu phone.

Question: I am a Part-Time Faculty member, do I need to do anything during the migration to the new CISCO VoIP telephone system?

If you have not been assigned a physical phone and number, no. However, if you have an assigned voice mail box number, you can expect to receive a new number for winter term.

Question: I am faculty, when will classroom phones be replace with the new CISCO VoIP phones? Is there anything I need to do?

The classroom phones will be replaced during the months of October and November by the installation team. There is nothing you need to do.


Question: Caller ID is not working anymore. When will it be fixed?

During the migration from the current Fujitsu telephone system to the new CISCO VoIP system, the two systems are connected to each other. This has caused a problem with the Caller ID. Once you are on the new phone system, Caller ID works properly. We apologize for the inconvenience in the meantime.


 

New Telephone System Deployment

Foothill-De Anza Telephone System Replacement Project funded by Measure C

Goal: Replacement of the District Telephone System with a new modern Unified Communications system including voice mail, E911 support, and telephone handset devices.

Major Milestones

-RFP Completed February 2016

-Board Approval March 7, 2016

-Purchase Order completed March 29, 2016 - Contract, SOW, and Equipment Order

-Kick off Meeting April 13, 2016

-Final Design and Configuration Planning meetings:  April - June, 2016

-Network Readiness:  May - June, 2016

-Users choose Desk or Software-based Phone: June 2016 - Completed

   Note:  Software-Based phones work on both Apple/MAC and Windows computers

-Users who chose Software-based phones choose USB Headset:  July 15 - August 5, 2016

-System installation, configuration and Pilot test: June - August 2016

-ETS Department Migrate to new Phone System (proof of concept) - August 29, 2016

-Foothill and Sunnyvale campuses Department meetings: August 2016

          -Verify employee extensions, locations and use of the current telephone system. Discuss options available with the new telephone system.

-De Anza campus Department meetings:  September-October 2016

          -Verify employee extensions, locations and use of the current telephone system. Discuss options    available with the new telephone system.

-Sunnyvale Site Deployment:   September 2016

-Classroom Telephone Deployment: September - November 2016

-Foothill and De Anza Campuses Deployment:  October  - December 2016

-Migrate Blue Light emergency, elevator and services lines to the new system:  January/February 2017

-Complete deployment of services: March 2017 (Instant Messaging/Presence; Fax Server; Emergency broadcast through phone speakers testing)

-Close out:  March 2017

 


 

Key Project Details

 

User training
 

Training will be provided on how to use new telephones.  An email will be sent the week of October 3rd to sign up for hands-on training.  Or you can Click Here to sign up.

Training sessions will be held in the FH Campus Bldg D120 ETS Training Room (was the DOB bldg) on the following days: 

October: 10, 11, 17, 24, 25

November: 1, 8 1pm-2pm session only, 15 1pm to 2pm session only

Training sessions will be held in the DA MLC Staff Development Computer Training Room (NW 2nd floor) on the following days: 

October: 31 both sessions

November: 7, 8 9am to 10am session only; 14, 15 9am to 10am session only, 28

 

 

OCTOBER 21, 2016

DE ANZA CAMPUS TELEPHONE SERVICE OUTAGE 6AM TO 7AM

This Friday October 21st 6 AM to 7 AM, there will be a Telephone Service Outage for the De Anza campus.

During this outage, you will still be able to successfully dial 911 from a Fujitsu phone.

 

 

August 12, 2016
 
Software-based telephone users to complete OS type and version survey:

 

If you selected the Software-Based telephone to use with the new Telephone VoIP system, please complete the Operating System survey.

There is a minimum operating system version required for the Jabber application, which is the software-based telephone. Since some employees have two computers, we need you to tell us the operating system type and version of the district/college provided computer you will use for the software-base telephone.

 

Using the link below, please complete the survey by September 6, 2016:

 

https://www.surveymonkey.com/r/N7RB3XH

 

 

 

 

August 12, 2016

Planned Telephone Service Outage for Friday August 12th for De Anza, Foothill and Middlefield campuses

This is in preparation for the new VoIP telephone system migration.

Foothill and Middlefield Campuses:

9am to 12noon Friday August 12th

What will happen during this time period:

-If you are using the telephone during this outage period, your call may be disconnected when the team is making configuration changes in order to connect the current telephone system to the new VoIP system for the phased deployment.

De Anza Campus:

9am to 5pm Friday August 12th

What will happen during this time period:

-If you are using the telephone during this outage period, your call may be disconnected when the team is making configuration changes in order to connect the current telephone system to the new VoIP system for the phased deployment.

 

 
July 22, 2016

 

Planned Telephone Service Outage:

Friday July 22, 2016 for Foothill and Middlefield Campuses expect a telephone service outage between 9am and 12 noon.

Middlefield campus telephones are dependent on the Foothill campus PBX system.

De Anza Campus Phone system will remain fully functional.

Partial phone service will be available for Foothill and Middlefield Campuses:

-You will still be able to call 911

-You will be able to make on campus calls and also call De Anza campus and vice versa.

This means:

-For In Coming calls from the outside on the Foothill and Middlefield campuses, the phones will just ring for the caller - no ring through to the phone; no ability to leave voice mail.

-At Foothill and Middlefield campuses you will not be able to make any Off Campus/Outgoing calls.

ETS does not expect the outage to last 3 hours, unless we run into a problem.

 

 
July 15, 2016

 

USB Headset Selection for Software-Based Telephone Users:

Users who have chosen the software-based telephone (Jabber app), will choose a USB headset via a survey starting July 15, 2015.  The survey will close August 5, 2016. 

Here is the link to the survey:

https://www.surveymonkey.com/r/XJXGRC3

 
June 3, 2016
Desk and Software-based telephone Hands-on Demonstrations and Making the Selection  June 6 - June 30

Employee Action Required: DUE BY: June 30, 2016

Based on the user survey and direction from the Executive Steering Committee, the type of telephone is chosen in the following manner:

1. Executives/Managers/Deans/Supervisors with an Administrative Assistant: No Action Required.

2. Managers/Deans/Supervisors without an Administrative Assistant: Complete Survey to select the phone type for your individual use (within the same survey as for teams).

3. Full Time Faculty: Complete Survey to select phone type for your individual use.

4. For Staff: The manager or supervisor of the department completes the Survey to select the phone type for each team, not individual staff.

5. Part Time Faculty/Temporary/Seasonal employees: No Action Required.

 

Link to the survey to make your selection:

https://www.surveymonkey.com/r/63YKPCS

 

Demonstration Locations:

Demonstration phones will be available to "Try Before You Decide" Monday June 6 through Thursday June 30 at the locations and times listed below.

 

Live Vendor Demonstrations of the Various Features and Functions:

Thursday June 16 1pm to 2pm:  FH ETS Training Room D120 (Old Board Room)

Thursday June 23 1pm to 2pm:  Faculty and Staff Computer Lab (MLC building, upper floor)

 

Self-Guide Demonstrations limited to calling between the demo phones are Available at these Locations:

Foothill Campus: ETS building D120 Training Room:

Training Room Hours: Monday - Friday 8:30 to 4:30pm

 Exceptions: Not available these days and times due to scheduled training and events:
-Every Thursday 8am-9am
-Wednesday June 8 11:30-2:30
-Thursday June 9: 2:30pm-4:30pm
-Tuesday June 21: 3pm-5pm

Additional Times the D120 ETS Training Room  is NOT AVAILABLE due to newly scheduled training:

Tuesday June 14:  3PM to 5PM

 

De Anza Campus: Faculty and Staff Computer Lab (MLC building, upper floor):

 Faculty and Staff Computer Lab Hours: Monday - Friday: 8:30am to 4:30pm

 Exceptions: Not available these days and times due to scheduled training and events:
-Every Tuesday Afternoon
-Monday, June 6: 2:30pm-3:30pm
-Friday, June 10: 1:30pm-3:30pm
-Friday, June 17: 11:00pm-12:30 pm

Additional Times the Faculty and Staff Computer Lab is NOT AVAILABLE due to newly scheduled training:

Wednesday, June 22: 1:30pm-3:30pm
Friday, June 24: 8:30am-10:30am
Friday, June 24: 2:00pm-4:00pm

 

Videos:

How to Use the Desk Phone:  https://youtu.be/iT3PUye6bbc

How to Use the Software-based Phone:  https://youtu.be/eCsZ_29c69A

Please note:  At the end of the video it talks about starting a Webx.  The district did not purchase Webx for video conferencing because Zoom video conferencing is free for CCs:

http://ets.fhda.edu/getting-help/staff/_documents/zoom.html

 

USB Headsets for Software Phones

If you choose a software phone, headset choices will soon be posted here and instructions will be provided on how to submit your choice.

 

Previous Postings:

May 7, 2016:

A NEW TELEPHONE SYSTEM IS COMING

The current district Fujitsu telephone system will be replaced with a new Cisco Unified Communication Manager (CUCM) platform this summer and fall. Most of you know this as the new VoIP Telephone system. The CUCM will be demonstrated in June, followed by full production in August at the new Foothill Sunnyvale Center, and then replacement of the Fujitsu phones in September and October at the De Anza and Foothill campuses. This email informs you about the choices and actions you and your department will be making in the next months.

ACTION EVERYONE MUST TAKE IN THE MONTH OF JUNE

This is not "just another phone system." There is a choice of telephone type either a new desk phone or a software-based phone running on your laptop/desktop using a USB connected headset. Everyone has the opportunity for hands-on testing of the demonstration hardware during the month of June at
De Anza and Foothill. Location and dates for the hands-on testing and how to communicate your choice of phone will be provided in another project update.

Based on a user survey and guidance from the executive steering committee, your choice of phone is determined in the following way:

1) Department managers and supervisors: Will choose the type of phone for their team based on feedback from team members.
2) Full-Time Faculty: Individual full-time faculty will have the choice of phone type. (NOTE: part-time faculty will continue to receive only a voice mail box)
3) Executives/Deans/Managers/Supervisors with an Administrative Assistant: By default the manager and administrative assistant will receive the multi-line desk phones. See #1 above if you are a manager who does not have an administrative assistant.

LEARNING HOW TO USE THE NEW PHONE SYSTEM

Training classes will be provided shortly before your new phone is scheduled for installation. Online training videos will be made available to help you learn the new communications features. We encourage everyone to attend the in person training to learn the new features for:
• Desk phones and software-based phones
• Instant Messaging (IM) and Presence, and screen sharing in Cisco Jabber software on your computer.
• Managing your voice mail within email.
• Multi-line phones
• Emergency Notification broadcasts to phones