it.ucsf.edu

Next Generation Voice Frequently Asked Questions (FAQs)

  1. What is VoIP and what functionality does it provide?
  2. Is there a fee for the new VoIP telephony service?
  3. What telephone numbers are supported with the new Next Gen VoIP service?
  4. Will I be assigned a new phone number for VoIP or keep my existing phone number?
  5. I have heard that VoIP only uses headsets or hand-free devices, is this true?
  6. Will there be wireless devices available for VoIP to replace analog cordless phones used in such places as Labs?
  7. Will the legacy analog lines be available to install for fax machines, alarm lines, and emergency lines?
  8. Why do departments have to pay for new phones?
  9. Why do we have to follow equipment refresh project? Can phones be upgraded later?
  10. We don’t have the budget for new phones, can we set up a payment plan? If so, what are the terms?
  11. IT Management told departments this was coming down the pipe line years ago, and we have heard nothing about the project until now. Why?
  12. We were told that we would be part of a pilot roll out and would not have to pay for phones, why do we have pay for them now?
  13. Can I upgrade my phone later?

What is VoIP and what functionality does it provide?

VoIP provides traditional common calling features and emergency 911 calling (on campus locations only). Specifically, you will be able to:

  • Voice calls—Make and receive voice calls from your IP desk phone.
  • Call handling—Answer a call or have it forwarded to voice mail, another PSTN number, or to a delegate assigned to answer calls.
  • Device switching—Switch devices, for example a headset to speakerphone without interrupting a current call or without placing a call on hold.
  • Call Forwarding—Forward calls to voice mail or to a number other than your mobile number. When you set call forwarding settings in VoIP, all incoming calls are automatically forwarded to the destination you choose.
  • Call Park—Park your call, pick it up from another location via a code. This allows you to place a call on hold that can be retrieved from another phone on the VoIP system.

Is there a fee for the new VoIP telephony service?

Yes. The monthly fee of $28 per line and a new phone must be purchased at a standard cost of $170 (more advanced models start at $250)

What telephone numbers are supported with the new VoIP Enterprise Voice service?

The VoIP enterprise voice solution is available for telephone numbers beginning with prefixes 476, 502, & 514.

  • In the interim, telephone numbers beginning with prefixes 353 & 885, may have a VoIP phone solution on the Siemens platform that will eventually be replaced with this Cisco VoIP offering when project upgrades occur. 

Will I be assigned a new phone number for VoIP or keep my existing phone number?

No. Your VoIP numbers with prefixes 514, 502, and 476 will be ported over to the new VoIP phone system.

I have heard that VoIP only uses headsets or hand-free devices, is this true?

No. It is required to have a handset in order to use a headset, and/or hands free device: https://it.ucsf.edu/pages/cisco-phone-headsets

Will there be wireless devices available for VoIP to replace analog cordless phones used in such places as Labs?

There are two wireless handset options: models 8861 and 8821. The 8821 could replace a cordless phone and the 8861 is a wireless handset that looks as if it's a regular handset that sits on a desk. Not all buildings can support these phone models though, so you will need to confirm availability. 

Will the legacy analog lines be available to install for fax machines, alarm lines, and emergency lines?

Yes. Analog lines will stay as is for the time being and will not migrate to VOIP until analog gateways are installed in buildings (date TBD)

Why do departments have to pay for new phones?

As we transition from one telephone platform to another, it requires a new phone set. The cost of phones has never been included in the monthly costs of phone lines to separate service from hardware.

Why do we have to follow equipment refresh project? Can phones be upgraded later?

Cisco voice over ip requires updated network infrastructure to reliably deliver clear voice quality. Our aged phone system that we are upgrading from is more costly to maintain, and does not provide newer features like extension mobility, voicemail files sent to email etc. Additionally, your ongoing monthly costs decrease with the upgraded phone system which saves the department, and UCSF money long term.

We don’t have the budget for new phones, can we set up a payment plan? If so, what are the terms?

Unfortunately, we do not have the ability to create payment plans.

IT Management told departments this was coming down the pipe line years ago, and we have heard nothing about the project until now. Why?

Due to competing projects, the network upgrade and subsequently voice upgrades were delayed. It was an oversight to not provide additional information regarding the project and we are updating our website and rolling out communications more broadly. We apologize for the inconvenience.

We were told that we would be part of a pilot roll out and would not have to pay for phones, why do we have pay for them now?

Due to delays in the project rollout, that funding no longer exists.

Can I upgrade my phone later?

Unfortunately no, in order to take advantage of the new technology, you must have a new phone set when your building is upgraded.

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