Telephone, Directory, and Communication Guides

Contact Information Guide

How to update student and faculty/staff emergency contact information.

 

D-Term (Multi-Line) Telephones Guide

The D-Term telephone guide provides basic operating instructions for campus multi-line phones.

 

Single Line Telephones Guide

The single line telephone guide includes instructions for common single line phone functions.

 

Voicemail Guide

The voicemail guide provides instructions for standard and VoIP voicemail. CENIC VoIP users can also download the CENIC VoIP Voice Portal Reference Guide (PDF) and model specific Polycom guides: Polycom IP 330, Polycom IP 650, Polycom IP 670.

 

Audio Conferencing Guide

ITS offers multiple options for conducting telephone calls with multiple parties.

 

SF State Communications Directory Guide

SF State maintains a campus communications directory with staff, department, and emergency contact information.

 

Departmental Phone Services Guide

ITS works with Unit Telephone Coordinators (UTCs) in each department to manage campus telephone services and billing.

 

Frequently Asked Telephone Questions (FAQ)

  1. Why is my voicemail not working?
  2. How do I get voicemail activated on my phone?
  3. When I try to dial out on my extension, I receive a busy signal every time. Why?
  4. Someone is trying to send a fax to my phone, how do I solve this problem?
  5. I cannot get dial tone on my line. Is there something wrong with my phone?
  6. Why isn't the voicemail message indicator lit on my Dterm phone? I think that I have messages!
  7. My phone keeps ringing, why doesn't voicemail pick-up?
  8. My phone is broken, what do I do with it?
  9. How do I report a repair issue?

 

Why is my voicemail not working?

Try setting your phone to forward to extension x86000, your mailbox may be ok, but the problem could be that your telephone (i.e. extension) is not set to forward to voicemail.

 

How do I get voicemail activated on my phone?

Contact your Unit Telecom Coordinator (UTC); if you do not know who that is for your department, contact the department office administrator. It is important that you contact your UTC first to get proper authorization. The UTC will evaluate your needs and submit an online Telephone Work Request form. A confirmation e-mail will be sent to the UTC who has authorized the work.
 

When I try to dial out on my extension, I receive a busy signal every time. Why?

This may be an indication that your phone is being forwarded to another number. To test, try calling your extension from another phone; if it isn't ringing, it may have been forwarded. To cancel automatic forwarding of all calls, from your phone dial "#3" and then hang up. To re-forward all calls to voicemail, dial "*3," then "86000.
 

Someone is trying to send a fax to my phone, how do I solve this problem?

From your phone, transfer the call  to your fax line to receive the fax (see Dterm or single-line telephone user guides for transfer instructions).
 

I cannot get dial tone on my line. Is there something wrong with my phone?

Verify that the phone line is connected to both the wall jack and the phone (make sure the phone is plugged into the correct jack: single-line phones will only work with single-line jacks, Dterms will only work with Dterm or multi-line jacks). If you have a single-line phone, try swapping it with a working phone to see if the problem is with the line or the phone.
 

One possibility is that the "Headset" function has been invoked on your Dterm phone, producing an off-hook condition. Check the grey arrow keys on the top row of your Dterm, select the key that points to "Headset" on the digital display and turn it "Off."
 

If the phone still has no dial tone see How do I report a repair issue?
 

Why isn't the voicemail message indicator lit on my Dterm phone? I think that I have messages.

Your Message Waiting Indicator setting may be set to Off. To check this setting on your Message Waiting Indicator Light, dial extension x86000 with password; from the main menu dial "Personal Options" "4," "notification on/off" then "1." The normal condition for Out-Call Notification is "Off" and for the Message Waiting Indicator Light is "On."
 

My phone keeps ringing, why doesn't voicemail pick up?

Make sure that your "Forward No Answer" and "Forward Busy" options are set. On a Dterm phone, the first two lights (FWD NA and FWD BUSY) on the top row of the Dterm buttons should be illuminated.

 

On a single-line phone, set these functions by entering "*2" then x86000 to forward calls to voicemail when you don't pick up the phone. You will then hear three fast beeps, confirming it is set.
 

To forward calls to voicemail when your phone is busy, enter "*5" then x86000.
 

My phone is broken, what do I do with it?

Contact your Unit Telephone Coordinator (UTC) who will advise you on how to proceed with your phone. For all Dterm phones, submit a service request, for an evaluation whether the phone is repairable or needs replacement. For single-line phones beyond repair, you may purchase a new single-line phone from the IT Business Services office located in Administration Building, Room 115. The charge will be billed to your extension on the next telephone bill.

 

How do I report a repair issue?

Submit a service request with the following information:

  1. Type of phone: single-line (analog) office phone, Dterm (multi-line) phone, yellow courtesy phone, red emergency phone, single-line classroom wall phone
  2. Phone number of the non-operational phone
  3. Your full name and contact number other than the non-operational phone line
  4. Specific problem with the phone: no dial tone, voicemail, fast busy, not-in-service recording, etc.
  5. Location (building and  room number)