Extension to Cellular

Frequently Asked Questions

Last Updated 10/5/2005 3:14 PM

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Question Topics:

1. General Information
2. Fees and Billing
3. Security
4. Managing Your Service
5. EC500 and Voice Mail
6. EC500 and CallerID
7. Other Questions
8. Getting Help
9. Common Troubles, and Solutions!

Section 1. General Information

1.01 - What is EC500 - Extension to cellular?
1.02 - What features does EC500 offer me beyond my "regular" phones?
1.03 - Who is eligible for EC500?
1.04 - Can I use EC500 with an anlog "desk" phone?
1.05 - Can I use EC500 with a digital "desk" phone?
1.06 - Can I use EC500 with a third party "desk" phone that I bought myself?
1.07 - Do I have to have a cell phone provided by Cornell?
1.08 - Will EC500 work with Blue Tooth wireless phones?
1.09 - Will EC500 work with Voice over IP phones?
1.10 - Can I use any cell phone? Are there specific providers or partners?
1.11 - Can I bridge more than one campus phone to the same cell?
1.12 - Can I bridge my campus phone to more than one cell?
1.13 - My office is located off-campus. Can I get EC500?
1.14 - Is EC500 available everywhere on campus?
1.15 - How do I get EC500?
1.16 - How do I cancel EC500?

1.01 - What is EC500 - Extension to Cellular?
A: Extension to Cellular, or EC500 for short, is a voice service that connects your university telephone with your cell phone. Whenever someone calls your university phone, the call rings almost simultaneously on your cell phone. This is ideal for people who want, or need, to be both highly-available and highly-mobile. For those times when you prefer to be less available, you can turn the service on and off at any time. See our EC500 General Information page for details.

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1.02 - What features does EC500 offer me beyond my "regular" phones?
A: If you already have a campus phone and a cell phone, EC500 can help you manage your calls and get you calls faster. With EC500, your campus and cell phones will ring at the same time. If you receive many calls, but need to be away from your campus phone frequently throughout the day, you may miss fewer calls with EC500. Since EC500 works by bridging, you can answer a call on your cell and then continue the call from your desk, without having the transfer the caller or call them back when you have your hands-free.

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1.03 - Who is eligible for EC500?
A: EC500 is available to faculty and staff with on-campus telephone service provided by Network & Communication Services and a cell phone.

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1.04 - Can I use EC500 with an analog "desk" phone?
A: Yes, EC500 is available for analog phone users.

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1.05 - Can I use EC500 with a digital "desk" phone?
A: Yes, EC500 is available for digital phone users. Digital users have the option to request that one of the buttons on their digital sets be programmed as an "on/off" switch for the EC500 service.

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1.06 - Can I use EC500 with a third party "desk" phone that I bought myself?
A: Yes, you can use a third-party phone on the Cornell voice network. We cannot offer feature button programming with third-party phones, and cannot guarantee their performance.

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1.07 - Do I have to have a cell phone provided by Cornell?
A: No, you can use any cell phone with EC500. Be aware that if your cell phone's number is not part of the local calling region, toll charges will be incurred every time it is used to answer a call. Those toll charges will be billed against your desk phone.

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1.08 - Will EC500 work with BlueTooth wireless phones?
A: Yes, but work with your telecommunications coordinator to review the specifics of your situation with NCS.

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1.09 - Will EC500 work with Voice over IP phones?
A: Yes, but work with your telecommunications coordinator to review the specifics of your situation with NCS.

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1.10 - Can I use any cell phone? Are there specific providers or partners?
A: Yes, you can use any cell phone. No, you do not need to obtain your cell service through any particular vendor or cellular service provider. Any cell phone with a valid ten-digit dialing number (area code + exchange + extension) can be used. Be aware that if your cell phone's number is not part of the local calling region, toll charges will be incurred every time it is used to answer a call. Those toll charges will be billed against your desk phone.

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1.11 - Can I bridge more than one campus phone to the same cell?
A: No, there must be a one-to-one relationship between the campus phone and the cell phone.

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1.12 - Can I bridge my campus phone to more than one cell?
A: No, there must be a one-to-one relationship between the campus phone and the cell phone.

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1.13 - My office is located off-campus. Can I get EC500?
A: If your voice service is provided by CIT Network & Communication Services, you can use EC500. CIT-NCS does provide voice services to some off-campus locations. If you're not sure whether your voice service is provided through CIT-NCS, you we can help. Please contact CIT Network & Communication Services

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1.14 - Is EC500 available everyone on the Ithaca campus?
A: Almost. You must have voice service provided through CIT Network & Communication Services to use EC500. If you service is provided by another carrier, you will not be able to use EC500. If you're not sure whether your voice service is provided through CIT-NCS, you we can help. Please contact CIT Network & Communication Services

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1.15 - How do I get EC500?
A: See our Signing Up & Billing page for details.

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1.16 - How do I cancel EC500?
A: See our Signing Up & Billing page for details.

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Section 2 - Fees and Billing

2.01 - How much does EC500 cost?
2.02 - What forms of payment do you accept?
2.03 - Will EC500 show up on my campus phone bill?
2.04 - Will EC500 show up on my cell service provider's bill?
2.05 - Will making a call from my cell phone while EC500 is also result in a charge on my Cornell phone bill?
2.06 - Will making a call from my desk also result in a charge on my cell phone bill?
2.07 - I have a long distance cell phone. What should I expect?
2.08 - Can I bill my EC500 service to a different university General Ledger account than my regular monthly phone service?
2.09 - How do I change the university General Ledger account that my service is billing to?

2.01 - How much does EC500 cost?
A: This service costs $3.00 per month for digital phones ($2.00 per month for analog phones), plus a one-time fee of $10.00 for activation. See our Signing Up & Billing page for details.

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2.02 - What forms of payment do you accept?
A: The preferred payment method is through the university General Ledger. The university discourages the use of procurement cards for services which can be handled through the General Ledger.

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2.03 - Will EC500 show up on my campus phone bill?
A: Yes.

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2.04 - Will EC500 show up on my cell service provider's bill?
A: No, you would not see a subscription fee for EC500 on your cell service provider's statements. You may observe an increase use of "minutes" or more calls, because answering an EC500 call on your cell would be considered an answered call by your cellular provider, and be subject to your provider's terms and conditions of use.

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2.05 - Will making a call from my cell phone while EC500 is also result in a charge on my Cornell phone bill?
A: No, calls you originate from your cell phone will never appear on your Cornell phone bill.

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2.06 - Will making a call from my desk also result in a charge on my cell phone bill?
A: No, calls you originate from your desk will not also appear on your cell bill.

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2.07 - I have a long distance cell phone. What should I expect?
A: If your cell phone is not part of the local calling region, toll charges will be incurred every time the cell phone is used to answer a call. Those toll charges will be billed against your desk phone. This is probably not the most cost effective way to use this service.

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2.08 - Can I bill my EC500 service to a different university General Ledger account than my regular monthly phone service?
A: Yes, you can supply a different account for your EC500 subscription.

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2.09 - How do I change the university General Ledger account that my service is billing to?
A: Please contact your unit's telecommunications coordinator.

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Section 3 - Security

3.01 - What is my EC500 security code?
3.02 - Why do I need a separate security code for EC500? Why can't I usee my long-distance PIN, or my AUDIX voice mail code?
3.03 - How long does my security code have to be?
3.04 - Will my security code expire?
3.05 - How do I change my security code?
3.06 - Can you see my security code, and tell me what it is?
3.07 - Will your staff ever contact me nad ask me for my security code?
3.08 - Help! I've forgotten my security code.
3.09 - If I enter the wrong security code several times, will I be locked out?

3.01 - What is my EC500 security code?
A: You will be told your initial security code when your service is first set-up. We recommend that you change it after your initial use. See our User Instructions page for details.

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3.02 - Why do I need a separate security code for EC500? Why can't I use my long-distance PIN, or my AUDIX voice mail code?
A: Long-distance calling and AUDIX are separate services, and use independent systems. We recommend that you use separate security codes so that if any one code were ever lost, stolen, or accidentally revealed the other systems would remain secure.

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3.03 - How long does my security code have to be?
A: EC500 security codes must have at least four numbers, and no more than eight. Special charaters like * and # cannot be part of your security code.

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3.04 - Will my security code expire?
A: No. Your security code will remain the same until you change it.

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3.05 - How do I change my security code?
A: See our User Instructions page for details.

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3.06 - Can you see my security code? Can you tell me what it is?
A: No, CIT staff cannot see your security code. It is private information, and obscured in our systems.

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3.07 - Will your staff ever contact me and ask me for my security code?
A: No, CIT staff will never ask for your password or any other private information. If someone asks you to give them your security code, do not do so, even if they say they work for CIT.

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3.08 - Help! I've forgotten my security code.
A: We can reset your security code. Please contact us at CIT Network & Communication Services. In the event of an after-hours emergency, you can contact the Network Operations Center and ask to have the NCS service analyst on-call contacted to assist you.

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3.09 - If I enter the wrong security code several times, will I be locked out?
A: No, there is no limit to the number of times you can enter the wrong code.

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Section 4 - Managing Your Service

4.01 - How do I turn my service on (that is, enable it after I've had EC500 activated)?
4.02 - How do I turn my service off (for a short period of time)?
4.03 - Can you program EC500 to turn on and off automatically at certain times of day and on certain days of the week?
4.04 - How do I cancel my service (permanently)?
4.05 - I'm changing my telephone type (analog, digital, or model). Do I have to do anything?
4.06 - I'm moving and getting a new campus phone number. Do I have to do anything?
4.07 - I'm moving but keeping the same campus phone number. Do I have to do anything?
4.08 - I've gotten a new cell phone with a new cell number. What should I do?
4.09 - I've gotten a new cell phone with the same number. Do I have to do anything?
4.10 - Will EC500 be cancelled automatically if I leave Cornell?
4.11 - What happens if I activate Send All Calls while using EC500?
4.12 - What happens if I have Call Forwarding active while using EC500?
4.13 - Can I turn off Send All Calls or Call Forwarding from a remote location?

4.01 - How do I turn my service on (that is, enable it after I've had EC500 activated)?
A: See our User Instructions page for details.

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4.02 - How do I turn my service off (for a short period of time)?
A: See our User Instructions page for details.

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4.03 - Can you program EC500 to turn on and off automatically at certain times of day and on certain days of the week?
A: No, scheduling is not available for EC500.

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4.04 - How do I cancel my service (permanently)?
A: You can cancel service by contacting your telecommunications coordinator.

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4.05 - I'm changing my telephone type (analog, digital, or model). Do I have to do anything?
A: No, you don't have to, but you may want to. As long as you are keeping the same telephone number, changing your telephone hardware will not affect your extension to cellular bridge. If you are upgrading to a digital set, you may want to consider requesting one of the buttons to be programmed to be an "on/off" switch for EC500. If you request this at the time of your upgrade, the cost is included in your set upgrade costs. If you request this at another time, it is considered a simple software change and carries a one-time $10 programming charge.

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4.06 - I'm moving and getting a new campus phone number. Do I have to do anything?
A: Yes. Please contact your telecommunications coordinator. Your service is linked to your campus phone number, and programming will be required to link your cell to your new campus number.

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4.07 - I'm moving but keeping the same campus phone number. Do I have to do anything?
A: No. Your service is linked to your campus phone number, so it will not be affected by your move if you are keeping the same campus phone number.

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4.08 - I've gotten a new cell phone with a new cell number. What should I do?
A: If you have relinquished your previous cell number, we recommend that you disable bridging until you contact our office. This will prevent calls intended for you from going to another party if the cell carrier re-issues your old number. As soon as you have activated your new cell phone, please contact your telecommunications coordinator.

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4.09 - I've gotten a new cell phone with the same number. Do I have to do anything?
A: No. As long as the new phone has the same ten digit number (including the area code), your EC500 service will continue.

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4.10 - Will EC500 be cancelled automatically if I leave Cornell?
A: It may not be. In order to make sure that you do not receive unintended calls when your former Cornell number is re-issued, we recommend that you contact your telecommunications coordinator to cancel your EC500 service.

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4.11 - What happens if I activate Send All Calls while using EC500?
A: EC500 does not function when Send All Calls is on. Your calls will not be bridged to your cell phone. (Your cell phone will still ring if someone calls it directly.)

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4.12 - What happens if I activate Call Forwarding while using EC500?
A: EC500 does not function when Call Forwarding is on. Your calls will not be bridged to your cell phone. (Your cell phone will still ring if someone calls it directly.)

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4.13 - Can I turn off Send All Calls or Call Forwarding from a remote location?
A: No. You'll need to have someone with physical access to your phone turn the feature off for you.

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Section 5 - EC500 and Voice Mail

5.01 - If I don't answer my cell phone, where will the caller's voice message be left?
5.02 - If my cell phone is unavailable (out of range, etc.), where will the caller's voice message be left?
5.03 - If I don't have AUDIX, where will the caller's voice message be left?
5.04 - I have a call coverage path. Will EC500 interfere with it?
5.05 - We use an after-hours service to take emergency calls after we close. Will EC500 interfere with it?
5.06 - I don't have voice mail in my cell service package. Where will the caller's voice messages be left?

5.01 - If I don't answer my cell phone, where will the caller's voice message be left?
A: The caller's voice message will be left on the first voice mail system to answer the call. In most cases, this is AUDIX. However, this depends on the specific and unique programming for your campus phone and your cell phone. The good news is that your campus AUDIX is configurable, and CIT Network & Communication Services can change your set's programming if your current configuration is not meeting your needs. Please contact your telecommunications coordinator us if you would like AUDIX to answer sooner, or later.

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5.02 - If my cell phone is unavailable (out of range, etc.), where will the caller's voice message be left?
A: In most cases, callers' messages will be left on the cell phone's voice mail when the cell phone is unavailable (out of range, turned off, out of power, etc.) Avaya, the manufacturer of our voice system, recommends that cellular users disable EC500 if they know that they will be travelling out of cellular range.

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5.03 - If I don't have AUDIX, where will the caller's voice message be left?
A: The message will be left on the first voice mail option it is offered once the campus phone starts to ring. This may be your answering machine, or your cell phone's voice mail system, whichever answers first. For example, if you have an answering machine that picks up after four rings, and you also have voice mail on your cell phone that picks up after six rings, the message will be left on your answering machine.

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5.04 - I have a call coverage path. Will EC500 interfere with it?
A: EC500 will not interfere with your call coverage path, but the devil is in the details.

If you have your phone programmed to "roll-over" to another campus extension after a number of rings, it will continue to do so when you have EC500. Your cell phone will stop ringing once the call has moved to the next extension in the coverage path.

Depending on how many rings your phone waits before sending the call to the covering extension, and on how many rings your cell phone waits before offering voice mail, you may find that calls are going to your cell phone's voice mail before the coverage path is invoked. The call will always go to the first answer-point it is offered, whether that is the next step in coverage, or a voice mail system

If you find that your coverage path needs to be adjusted to meet your needs, please contact your telecommunications coordinator.

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5.05 - We use an after-hours service to take emergency calls after we close. Will EC500 interfere with it?
A: No, the programming that forwards your calls to the after-hours service will override EC500. Your after-hours calls will still go to the answering service.

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5.06 - I don't have voice mail in my cell service package. Where will the caller's messages be left?
A: If your cell phone plan does not include voice mail, message will be left on your campus voice mail (AUDIX) or answering machine.

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Section 6 - EC500 and CallerID

6.01 - When bridging is on, and I call an on-campus phone from my on-campus phone, what will display on the CallerID of the person I'm calling?
6.02 - When bridging is on, and I call an off-campus phone from my on-campus phone, what will display on the CallerID of the person I'm calling?
6.03 - When bridging is on, and I call an on-campus phone from my cell phone, what will display on the CallerID of the person I'm calling?
6.04 - When bridging is on, and I call an off-campus phone from my cell phone, what will display on the CallerID of the person I'm calling?
6.05 - I don't want my CallerID information displayed. Will EC500 work for me?
6.06 - I want to send my CallerID information. Will EC500 work for me?
6.07 - The party I'm calling has anonymous call rejection.Will EC500 help my call go through?
6.08 - I don't receive CallerID information for calls originating at Cornell's Agricultural Experiment station in Geneva, NY. Why?

6.01 - When EC500 is enabled, and I call an on-campus phone from my on-campus phone, what will display on the CallerID of the person I'm calling?
A: CallerID information is sent by default when a call is placed from one campus phone to another campus phone, whether or not you have EC500. If the person you're calling on-campus has a telephone with display, they will see the CallerID information for your campus phone unless you have specifically requested suppression.

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6.02 - When EC500 is enabled, and I call an off-campus phone from my on-campus phone, what will display on the CallerID of the person I'm calling?
A: CallerID information is not sent by default when a call is placed from on-campus to off-campus, whether or not you have EC500. You can choose to send your CallerID information to off-campus local phones on either a call-by-call or permanent basis. CallerID is not currently available from on-campus phones to long-distance desitinations, because of a limitation of our long distance trunks. You can read more about CallerID, and find out how to send your CallerID information, on our Anonymous Call Rejection web site

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6.03 - When EC500 is enabled, and I call an on-campus phone from my cell phone, what wlil display on the CallerID of the person I'm calling?
A: When bridging is on, the people you call on-campus will see your on-campus CallerID information. If the person you are calling has a digital set with display, they will see exactly the same information as if you were calling from your campus (desk) phone. They will not see your cellular number.

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6.04 - When EC500 is enabled, and I call an off-campus phone from my cell phone, what will display on the CallerID of the person I'm calling?
A: If the off-campus number is within our local calling area, your campus telephone number will be displayed on the person's CallerID device.They will not see your cellular number. If the off-campus number is long-distance, no CallerID information will be displayed. This is due to a limitation of our long distance trunks.

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6.05 - I don't want my CallerID information displayed. Will EC500 work for me?
A: If you choose not to send CallerID information, it won't be sent. Talk to your telecommunications coordinator.

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6.06 - I want to send my CallerID information. Will EC500 work for me?
A: Yes, EC500 will not interfere with sending CallerID information. There is more information about how to un-protect your CallerID information on our Anonymous Call Rejection web site

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6.07 -The party I'm calling has anonymous call rejection.Will EC500 help my call go through?
A: Potentially, yes. For calls to parties on-campus or in our local calling area, CallerID information will be sent unless you have specifically requested suppression. CallerID information is not carried on our long distance trunks, and so EC500 will not help you get through to long distance parties with Anonymous Call Rejection.

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6.08 -I don't receive CallerID information for calls originating at Cornell's Agricultural Experiment station in Geneva, NY. Why?
A: The Cornell campus in Ithaca and the campus is Geneva are served by different telephone systems. A set of tie trunks connect the two systems, but no CallerID information sent. This is a limitation of the trunking between the two phone systems. EC500 will not allow you to see more information about calls originating on the Geneva campus than you ordinarily receive on your standard campus phone without EC500.

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Section 7 - Other Questions

7.01 - How reliable is the campus voice switch?
7.02 - What happens to EC500 during a power failure?
7.03 - Where can I get information about the status of our voice infrastructure?
7.04 - How can I report a problem with the campus voice infrastructure?
7.05 - Is EC500 ever "down for maintenance"?
7.06 - What happens if I call 911 from my office phone? Does it matter if EC500 is on?
7.07 - What happens if I call 911 from my cell phone? Does it matter if EC500 is on?

7.01 - How reliable is the campus voice switch?
A: The current voice switch is up at least 99.999% of the time. (For the last fiscal year, we hit 100% uptime.) This does not include any scheduled downtime (which, for the last fiscal year, was 0 minutes anyway). Voice switches, in general, are some of the most reliable electronic commuciation devices in the industry - including scheduled and unscheduled downtimes. Data network devices have a way to go to even come close to these numbers.

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7.02 - What happens to EC500 during a power failure?
A: Landline phone systems are traditionally designed to have battery backup, with generator backup for extended outages. That's why you can lose power to your home and still call the electric company on your landline phone days later. Cell towers don't always have that kind of backup power capability, and so people who rely totally on cell phones may find they have no way to make calls during extended power outages. The Cornell phone switch is designed to stay functional for 4-6 hours during a power failure. The main processor is backed up by generator, so parts of campus will have phone service throughout an extended power outage. Your mileage may vary, depending on generator availability for the other phone switchrooms located across campus. As for your cell phone, you can probably expect it to not work well during an extended power outage.

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7.03 - Where can I get information about the status of our voice infrastructure?
A: Visit CIT's Central Service Problem Report web page (whose URL is http://noclog.cit.cornell.edu/open-cgi/states ).

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7.04 - How can I report a problem with the campus voice infrastructure?
A: Contact the CIT HelpDesk or the NOC to ask about any perceived problems with the voice infrastructure.

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7.05 - Is EC500 ever "down for maintenance"?
A: Only when the entire phone switch is down for maintenance, which is a very rare occurrence (see question 7.01 above).

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7.06 - What happens if I call 911 from my office phone? Does it matter if EC500 is on?
A: If you call 911 from your desk phone, a friendly dispatcher will ask you what your emergency is. That dispatcher may be a CUPD dispatcher or a county dispatcher, depending on the location of your desk phone. Your cell phone has nothing to do with this call, regardless of the state of EC500. The dispatcher will know your exact location.

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7.07 - What happens if I call 911 from my cell phone? Does it matter if EC500 is on?
A: If you call 911 from your cell phone, a friendly dispatcher will ask you what your emergency is. That dispatcher will most likely be a NY state police dispatcher. Your desk phone has nothing to do with this call, regardless of the state of EC500, since the call does not go through the Cornell phone switch. You will most likely have to provide location information to the dispatcher since they won't know where you really are.

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Section 8 - Getting Help

8.01 - I'm stumped. Who can I call for help?
8.02 - It's after business hours, and I need help! Who can I call?

8.01 - I'm stumped. Who can I call for help?
A: Contact us in CIT Network & Communication Services. We're here to help!

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8.02 - It's after business hours, and I need help! Who can I call?
A: If your situation is urgent, and cannot wait until the next business day, you can contact the Network Operations Center and ask to have the NCS service analyst on-call contacted to assist you.

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Section 9 - Common Troubles, and Solutions!

9.01 - I have AUDIX, but the messages are going on my cell phone!

9.01 - I have AUDIX, but the messages are going on my cell phone!
A: The problem most likely has to do with the specifics of how your cell phone voice mail is configured, and how your AUDIX is configured. When EC500 is enabled and you don't answer the phone, whichever voice mail system is set to pick up earlier will take the call. You may be able to set your cell phone to wait longer before going to voice mail, or you can contact your telecommunications coordinator to adjust AUDIX to pick up earlier. Another possibility is that you have EC500 enabled but your cell phone is turned off or is out of range. In that situation, all incoming calls immediately go to your cell phone's voice mail. For this reason we recommend that cellular users disable EC500 if they know that they will be travelling out of cellular range.

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