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Frequently Asked Questions
about Telephone Service

Telephone and Calling Questions

  1. All my calls go directly to my voice mail, or to another extension; my phone never rings even once. What's wrong?
  2. How can I set up a conference call?
  3. How can I change my directory listing?
  4. What special buttons are programmed on campus telephones?
  5. Why can't I dial long-distance or international calls?
  6. What should I do if my speaker button is flashing?
  7. My phone has no dial tone or is not working.
  8. Anonymous Call Rejection: When I try to make a call, a recorded voice tells me that the number I dialed doesn't accept anonymous calls.

AUDIX Questions

  1. I am not able to access my AUDIX mailbox.
  2. I forgot my AUDIX password.
  3. AUDIX says my mailbox is locked.
  4. Some people have very long AUDIX greetings, and I don't want to listen to the whole thing, I just want to leave my message.

Questions for Telecommunications Coordinators

  1. I have to submit a Telephone Trouble Ticket. Where can I get one?
  2. How long does it take to complete my phone/data request?
  3. I have questions regarding my telephone bill.
  4. I want to change the account number that this telephone-related service is being billed to.
  5. I would like to know the charges for a specific type of telephone-related service.

 

Telephone and Calling Questions

All my calls go directly to my voice mail, or to another extension; my phone never rings even once. What's wrong?

Have you checked to be sure that Send All Calls or Call Forwarding is not active? To clear these features:

  • Get a dial tone
  • Press #6 (to cancel Send All Calls)
  • Get dial tone again
  • Press #9 (to cancel Call Forwarding)
  • You should hear a confirmation tone.

These steps will cancel any call forwarding or send all calls that may have been activated.

How can I set up a conference call?

Refer to the web page on how to set up a conference call, www.cit.cornell.edu/services/phones/confcall.html.

How can I change my directory listing?

To make your directory changes, go to the following web site: www.cit.cornell.edu/directory/updatedir.html

What special buttons are programmed on campus telephones?

See the dialing instructions for your part of campus.

Why can't I dial long-distance or international calls?

You may be calling from a restricted telephone that will not allow off-campus, long-distance, or international calls. If so, ask your telecommunications coordinator to get you an authorization code, which will allow you to make these calls.

What should I do if my speaker button is flashing?

To set or reset your speaker, you need to press your Select button, then press the Speaker button.

My phone has no dial tone or is not working.

Is your phone plugged into a jack? If not, generally it will need to be plugged into the first outlet (left side) in the jack. If you have four outlets in your jack, the top left port is the one normally used for telephone connections.

If the phone is plugged into the correct outlet and still has no dial tone, ask your telecommunications coordinator to contact NCS.

Anonymous Call Rejection: When I try to make a call, a recorded voice tells me that the number I dialed doesn't accept anonymous calls.

If your call is rejected, hang up. When you dial again, listen for dial tone and dial 118 before placing the call as you normally would. Your campus telephone number will be displayed to the party you are dialing, and your call will not be blocked by anonymous call rejection on their line. For example, to call local number 257 - 5555

listen for dial tone, then dial 118 - 9 - 257 - 5555

(More detailed information on anonymous call rejection is available through this link.)

 

AUDIX Questions

I am not able to access my AUDIX mailbox.

If you are receiving the message "login incorrect, please try again", you may be entering an invalid extension or password. Are you entering 25X-XXXX when AUDIX asks for your extension? You should leave out the first two digits and enter just X-XXXX. If that's not the problem, ask your telecommunications coordinator to contact NCS to verify your password.

I forgot my AUDIX password.

Ask your telecommunications coordinator to contact NCS to have the password reset. If two people share an extension and one changes the AUDIX password, he or she is responsible for telling the other user. NCS cannot "look up" passwords, only set new ones. If NCS representatives cannot speak directly to the individual who changed the password, they will ask to speak to a supervisor before resetting the password.

AUDIX says my mailbox is locked.

If you receive a message that your AUDIX mailbox is locked, contact NCS to have it unlocked. You may contact NCS directly in this case, or ask your telecommunications coordinator to do it for you.

Some people have very long AUDIX greetings, and I don't want to listen to the whole thing, I just want to leave my message.

At any point while you are listening to the greeting message an AUDIX user has put on their extension, you can simply press 1 on your phone. You will hear a beep (with no explanation); go ahead and leave your message now.

Questions for Telecommunications Coordinators

I have to submit a Telephone Trouble Ticket. Where can I get one?

Use the Web-based Telephone Trouble Ticket to submit telephone problem information to NCS.

How long does it take to complete my phone/data request?

The standard turnaround time is within 10 working days. This can vary if the request requires wiring and shops may be needed.

Billing Questions

I have questions regarding my telephone bill.

Call the CIT Billing Office to discuss any billing questions.

I want to change the account number that this telephone-related service is being billed to.

One option would be to run the export format of the "Subscriber/Service Summary & Totals Report" - save this file to your computer, and modify the file to indicate the new account number associations to existing services and/or charges. You can insert a new column or strikethrough existing account number and specify new account numbers in bolded text. This file can be e-mailed to the CIT Billing Office. Alternatively, you can print the same report and mark the revisions on the printed text. Hardcopy (printed) updates can be sent through campus mail or faxed to the CIT Billing Office.

I would like to know the charges for a specific type of telephone-related service.

Refer to the Voice and Data Sales and Service Catalog for this information.