Frequently Asked Questions
Below are some of the most frequently asked questions (FAQs) in regards to our VOIP service (i.e., voice telephone service over the Internet). Click on any question to see the answer.
- 1. What exactly is Voice Over Internet Protocol (or VoIP)?
VOIP is an acronym for Voice over Internet Protocol, or in more common terms, phone service over the Internet.Back to Top
- 2. Why are we moving to a new phone system?
Our old (pre-2012) system is no longer supported by the manufacturer. We were not able to get replacement parts, and in any event it is technologically outdated given the technology available today.Back to Top
- 3. When does the new phone system implementation start?
The switchover to the new system began March 12, 2012, and has long since been completed. Conventional (non-VOIP) landline phones will no longer work at AAMU.Back to Top
- 4. How will the new system improve productivity and efficiency here at Alabama A&M
Research suggests that VOIP can drastically improve a business’s productivity. Here are just a couple of examples: with the call manager feature, you can have a complete employee list of all faculty and staff members. Call any of them with a single click, check missed calls and numbers dialed, and call lengths. Another example, faculty and staff members will be able to set up limitless speed dial numbers, allowing you to quickly make calls without searching for and dialing long numbers. One click puts you straight through. Many other productivity features are available, too numerous to list here.Back to Top
- 5. Will I have to get a new telephone?
Yes, all desk phones and lab phones have been switched over. Conventional landline telephones are no longer compatible.Back to Top
- 6. Is there information available on how to use the new telephones?
Yes, the User guides and Training videos are located on the VOIP Services site. If you are experiencing problems, you can also email the HelpDesk at firstname.lastname@example.org. (And of course you can call the HelpDesk at 256-372-4357 if you have access to a functioning telephone.)Back to Top
- 7. What training will be available to Faculty & Staff members?
User guides and training videos are posted on the VOIP Services site. Please familiarize yourself with where to find these on the web site (see above), and follow the tutorial provided on your phone once yours is programmed for you. You will need to set up your new voice mailbox and record a greeting. The Voice Mail tutor provides step by step instructions on setting up your new voice mailbox. For users with the Unified Communications Client, short classes are sometimes available.Back to Top
- 8. What are the new phone options and can I select the type of phone I want?
That is a question of departmental budget.Back to Top
- 9. Will I lose any phone capabilities that I had with the old system?
No! You will actually be gaining many new features that will make communicating with the campus and outside world much quicker and easier.Back to Top
- 10. If the campus loses power, will I be able to use the phone?
The phones should work for a very short while during a power outage. Do remember that this is strictly a short-term back-up, and use the phone only for emergency calls until the power returns.Back to Top
- 11. If I have problems with my phone, who do I call?
Go to the IT Web page and log a ticket for phone, describing the problem or work required. Make note of the ticket number, and your problem (technical issue with one phone) will usually be corrected within 48 hours. A Move, Add, or Change will be taken care of within 3-5 business days for changes involving fewer than 5 phones. Changes involving more than 5 phones will be given a due date by ITS.Back to Top
- 12. How long does it take to install my new phone?
Actually just a few minutes on site: the phone must be plugged in, registered, and tested.Back to Top
- 13. Do I have to be present the day my phone is installed?
You do not have to be present, but you do have to be sure that someone in your area has access to your office if you will not be present.Back to Top
- 14. How do I dial long distance?
To dial long distance using the new telephone system, follow the procedure below:
Dial ##, Authorization Code, #, (wait for dial tone), and then dial 9, 1, area code and the number.Back to Top