Telephone Service

Quick Fixes

• VoIP Telephone
• My issue is not in this list!

Quick Fixes

• Can I add telephone numbers with extension numbers to my speed dial numbers?
• Can I call my ESDC colleagues at the office using a toll‑free telephone number if I'm using an external telephone system or BlackBerry device?
• Do I have to dial "1" for long distance calls?
• Do I have to dial the full 10‑digit telephone number internally to reach a departmental colleague?
• Do I have to log in to my telephone every day?
• How do I access my voicemail?
• How do I block my telephone number from being seen on another person’s telephone?
• How do I log in at a different location?
• How do I make international phone calls for my job?
• How do I reboot my VoIP telephone?
• How do I request to set‑up the call forwarding feature?
• How do I use the speaker phone feature?
• How do I use the telephone conferencing feature of my VoIP telephone?
• What do I do if I can’t receive telephone calls?
• What do I do if I have forgotten my telephone number?
• What do I do if I’ve lost my temporary voicemail password?
• What do I do if incoming calls go directly to voicemail?
• What do I do if there is a power outage?
• What do I do if there is an echo on my new VoIP Telephone?
• My issue is not in this list!

Learning Materials

• AVAYA 9608 IP Phone & Voicemail Quick Reference Guide (PDF, 825 KB)
• Getting to Know Your AVAYA 9608 Desk Phone
• AVAYA 9608 IP Phone User Guide
• Connect your Voice over IP Phone
• How do I make telephone calls with a VoIP telephone?
• Interactive training session on VoIP telephone - This 16 minute tutorial introduces the operation of the telephone and some of its key features.
  Please note: there is sound associated with this video. If possible, it is recommended to use headphones when viewing.

Can I add telephone numbers with extension numbers to my speed dial numbers?

No, telephone numbers with extensions cannot be added to your speed dial numbers.

Still need assistance? Submit an online request to the National Service Desk.

Calling your ESDC colleagues at the office using a toll‑free telephone number if you're using an external telephone system or BlackBerry device

Yes, to reach an ESDC colleague (who is using the VoIP telephone system) a VoIP auto‑Gattendant toll‑free telephone number has been created. To use this toll‑free telephone number, please follow these steps:

1. Dial 1‑855‑249‑2290
2. Press 1 or 2 to choose the language of your choice ( i.e. French is # 1 or English is # 1, based on the language profile of the location)
3. Enter the 10 digit telephone number of your colleague (you must not enter ‘1’ before the number), the VoIP auto‑attendant will connect you to your ESDC colleague

Please Note: Your ESDC colleague must be using the VoIP telephone system.

Still need assistance? Submit an online request to the National Service Desk.

Do I have to dial "1" for long distance calls?

Yes. If your telephone profile currently allows you make long distance phone calls, you must dial "1" before entering the phone number you are trying to call.

Still need assistance? Submit an online request to the National Service Desk.

Do I have to dial the full 10‑digit telephone number internally to reach a departmental colleague?

Yes.

Still need assistance? Submit an online request to the National Service Desk.

When do you have to log in to your telephone

Unless your work requires you to work from different work stations, there should be no requirement for you to log in to your phone.

However, one of the benefits of this new technology is the ability to be able to log in at a temporary location workstation in another ESDC office from any place in Canada. This means that you can continue to receive your telephone calls, as well as have access to your telephone contacts, call history, and telephone personal settings should you be working from a temporary ESDC location.
To do this, you will need to know how to log in to a telephone with your 10 digit telephone number and unique password.

Please Note: You can only be logged into one phone at any time. When you log in to another telephone at a temporary location, you are automatically logged off of any other telephone you were logged into.

Still need assistance? Submit an online request to the National Service Desk.

Accessing Voice Mail

Press the « Message » button on your phone and follow the instructions.

If checking voicemail from an external phone:

1. Enter the general external voice mail number 1‑855‑859‑6265 (Toll Free #).
2. Enter your 10 digit phone number, and select your language when prompted.
3. When your greeting answers: Press « * » then press « # » and follow instructions to log in to your mailbox.

Still need assistance? Submit an online request to the National Service Desk.

Blocking your telephone number from being seen on another person’s telephone

If your telephone profile currently allows you to block your telephone number, use the code *148.

Still need assistance? Submit an online request to the National Service Desk.

Logging into a VoIP telephone when you’re at a different location

To login into any VoIP Phone (if not already logged in):

1. Using the number pad on the phone, enter your 10 digit phone number in the User name field (e.g. 819‑655‑4321).
2. Using the navigation arrow buttons, scroll down to Password.
3. Enter the last 4 digits of your phone number (e.g. 4321) and press Enter or OK.

To logout of a VoIP phone:

1. Press the Home button.
2. Using the navigation arrow buttons, scroll down and select Log Out.
3. Press the Yes soft key or OK button.

Still need assistance? Submit an online service request to the National Service Desk.

Making international phone calls for your job

If you are unable to make international calls, and are required to do so for your job, you must contact the National Service Desk to have this feature added to your telephone profile.

Rebooting your VoIP Telephone

An electrical or network problem can have an impact on your new VoIP telephone. Should you experience a problem with your phone, employees should try one of two possible solutions before reporting a problem.

If you have been logged out of your VoIP phone:

Log in to your phone by following these steps:

1. Log in using the dial pad; enter your 10‑digit phone number in the Username field (e.g. 819‑654‑4321)
2. Using the navigation arrow buttons, scroll down to Password
3. Enter the last 4 digits of your phone number (e.g. 4321) and select OK.

If you are still logged in but experiencing other problems:

First, log out from your VoIP phone (if possible):

1. Press the Home button (“A”, the middle button under the navigation arrows).
2. Using the navigation arrow buttons, scroll down and select Log Out.
3. Select Yes to confirm. You will be returned to the Login screen.

As a precaution, before rebooting your VoIP phone you should save any documents you have open on your computer.  Then disconnect (unplug) the network cable from the back of your telephone (first cable from the top) and wait one minute. Plug it back in and your phone should reset. You will then be prompted to log in (see directions above, “If you have been logged out”).

Adding the call forwarding feature to your telephone profile

You must contact the National Service Desk to have this feature added to your telephone profile.

Adding the speaker phone feature to your telephone profile

The phone does have speakerphone/volume capabilities, as well as volume control for the handset. The standard approach is to disable speakerphones in open offices while enabling them in closed offices. You must contact the National Service Desk to have this feature added to your telephone profile.

Using the telephone conferencing feature of your VoIP telephone

The Conference (Conf) feature allows you to conference up to a maximum number of 5 parties (6 including yourself).

1. Dial the first party, and press the Conf softkey. The current call is placed on hold.
2. Dial the number of the next party and wait for an answer. If the party does not answer, press the Drop softkey to get a new dial tone to try another number.
3. Once the party answers, press the Join softkey to add the new party to the call.
4. Repeat Steps 1- 3 for each party you want to conference in to the call. Once you have added the first party, the softkey changes to Add rather than Conf.

Still need assistance? Submit an online request to the National Service Desk.

I’m not receiving any calls on my VoIP telephone

There are a number of options for you to try if you cannot receive calls:

1. Check to see if your telephone has power, if not, identify if it is unplugged or needs rebooting due to a recent power outage.
2. Check to see if your telephone is call forwarded.
3. Check to see if the volume is turned down to a minimum, or turned off.
4. If you still cannot receive telephone calls contact the National Service Desk.

Still need assistance? Submit an online request to the National Service Desk.

I’ve forgotten my telephone number

There are a number of options for you to try if you have forgotten your telephone number:

1. Check your email – active directory or email signature if you have updated both of these.
2. Check with your supervisor to see if they have a list of new telephone numbers for staff.
3. If you cannot obtain your number from either of these sources - # 1 or # 2, please contact the National Service Desk.

Still need assistance? Submit an online request to the National Service Desk.

You’ve lost your temporary voicemail password

Your temporary voicemail password is 55 + the last 4 digits of your telephone number.

Incoming calls are going directly to your voicemail

If your phone does not appear to ring when a call is incoming or calls are going directly to voicemail, you may have inadvertently pressed the "Send All" button (located right beside the "Redial" button on the Home Screen).

The "Send All" function allows you to send all your calls directly to voicemail.

There may be a small checkmark beside Send All on the screen. Press the Send All button once, and the checkmark will disappear.

Still need assistance? Submit an online request to the National Service Desk.

After a power outage, your VoIP telephone will automatically log you back in

If there is a power outage in your office, your telephone should return to its regular logged in state as an automated login process should occur.
If your telephone does not log in automatically, please ensure you follow these steps to log into your telephone:

1. Please use your Getting Started Quick Reference Guide to log in to your telephone using your Username (10 digit telephone number) and password.   
2. If your phone is not responding and you need to reboot your telephone, please follow the instructions in the enclosed document – How to reboot your VoIP Telephone.

If you continue to have trouble logging into your telephone, please contact the National Service Desk.

Still need assistance? Submit an online request to the National Service Desk.

I am hearing an echo on my VoIP telephone

There have been some sporadic reports of an echo on VoIP Telephones in some locations. If you do encounter an echo on your VoIP telephone, please contact the National Service Desk and provide the following information, if possible:

• Date – the date you encountered the echo on your telephone
• Time - how many times the echo occurred, during one telephone call or for an extended number of calls
• Address - please include your exact location
• Telephone Number – your 10 digit telephone number
• Type of Call – if the call was a regular internal call, conference call, or long distance call
• Additional information – any information that could be helpful to troubleshoot and resolve your issue

Still need assistance? Submit an online request to the National Service Desk.

My issue is not in this list!

Submit an online service request to the National Service Desk.