Telephone Services


Telephone Service Technicians provide wired telephone services for students, faculty and staff. These services include supporting new system installations and ongoing maintenance/repair for those systems and associated telephone instruments.

Telephone Repair/Replacement
New/Upgraded Telephone Equipment and Services
Voice Mail Activation and Message Retrieval
Call Forwarding for D-term Series III (Beige Phone) and D-term Series I (Black Phone)
Call Transferring, Redialing, and Conference Calling




TELEPHONE REPAIR/REPLACEMENT

For problems with telephone equipment or telephone lines, call the Help Desk at 443-885-4357. Please have the following information available when requesting service:

• Extension of the phone in question
• Description of the problem 
• Building, room, and department where the phone is located
• Main departmental extension 
• Contact person’s name and extension
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NEW/UPGRADED TELEPHONE EQUIPMENT AND SERVICES

New Telephone Service 
All requests for new telephone services such as equipment, long distance service, and fax numbers should be submitted to the Help Desk via fax at 443-885-8333. Alternatively, you may e-mail your request to HelpDesk@morgan.edu with “Request for New Telephone Services” as the subject line. All requests must include the desired location of the phone or fax machine and the department budget code for the charges. 

Acquiring a New Telephone 
All requests for new telephones should be submitted in writing to the Help Desk via fax at 443-885-8333. Alternatively, you may e-mail your request to HelpDesk@morgan.edu with “Request for New Telephone” as the subject line. All requests must include the following information:

• Budget code 
• Department name
• Location of new telephone
• Name of phone user
• Type of service to be applied to the extension (i.e., local only; local and long distance; local, long distance and international) 

An encumbrance form MUST be submitted for requests covered by grants. 

When service is completed, the Help Desk will provide the new user with a voice mail pass code.

Changing a User on an Existing Telephone 
To change the user of an existing University extension, contact the Help Desk on extension 4357. Provide the extension and new user name. Any upgrade in services on this extension will require a written request from the department head with a budget code. The Help Desk will contact the new user to provide a voice mail pass code.

Moving Existing Telephone Service
To move your existing telephone service to a different office/campus location, contact the Help Desk on extension 4357. Provide the extension, current location, and new location. Any upgrade in services on this extension will require a written request from the department head with a budget code. 

Acquiring a Fax Line/Number 
All requests for a new fax line/number should be submitted in writing to the Help Desk via fax at 443-885-8333. Alternatively, you may e-mail your request to HelpDesk@morgan.edu with “Request for New Fax Line/Number” as the subject line. Only department heads may request fax lines. All requests must include a department budget code.

Adding Long Distance Service to an Existing Telephone Number
All requests for long distance service should be submitted in writing to the Help Desk via fax at 443-885-8333. Alternatively, you may e-mail your request to HelpDesk@morgan.edu with “Request for Long Distance Service” as the subject line. Only department heads may request long distance service. All requests must include a department budget code and should include the phone number for the long distance service and the staff person assigned to that number. 
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VOICE MAIL ACTIVATION AND MESSAGE RETRIEVAL

Voice Mail Activation (for this process, you need a pass code assigned by the Help Desk):
1. Dial 4678 from the phone with the voice mail.
2. When prompted for the pass code, enter the pass code assigned by the Help Desk.
3. The system will prompt you through the remaining activation steps.

Retrieving Voice Mail while at the Phone with the Voice Mail
1. Dial 4678, enter your pass code and follow the prompts to retrieve your messages. 
2. Press 3 to delete the message. 
3. Press 4 to share the message with another campus extension. 
4. Press 5 to keep the message.
5. Press 9 to exit voice mail. 

Retrieving Voice Mail from another Campus Phone with Voice Mail
1. Dial 4678. 
2. When prompted to enter a pass code, press the star key (*). 
3. Dial your four-digit extension, followed by the star key (*). 
4. Follow the prompts to retrieve your messages.

Retrieving Voice Mail from another Campus Phone without Voice Mail
1. Dial 4678. 
2. When prompted to enter a mailbox number, dial your four-digit extension, followed by the star key (*). 
3. Follow the prompts to retrieve your messages.

Retrieving Voice Mail from an Off-Campus Telephone
1. Dial 443-885-4678. 
2. Enter your extension, followed by the star key (*). 
3. Follow the prompts to retrieve your messages.

Changing your Voice Mail Greeting
1. Dial 4678.
2. Enter your pass code.
3. Press 8 (User Options).
4. Press 4 (Greetings).
5. Follow the prompts to record and save your new voice mail greeting.
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CALL FORWARDING
D-term Series III Phones (Beige Phones):

Forward Calls to Voice Mail
1. Lift handset or press SPKR (speaker). 
2. Press CFW ALL. 
3. After the distinct tone, dial 4678. You will hear another distinct tone. 
4. Place the phone back on the receiver or press SPKR (speaker). The light on the CFW ALL button will turn red.

Cancel Call Forwarding
1. Lift handset or press SPKR (speaker). 
2. Press CFW ALL. After the distinct tone, hang up. The light on the CFW ALL button will turn off.

Forward Calls to another Extension
1. Lift handset or press SPKR (speaker). 
2. Press CFW ALL. After the distinct tone, dial the extension or designated number. You will hear another distinct tone. 
3. Place the phone back on the receiver or press SPKR (speaker). The light on the CFW ALL button will turn red.
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CALL FORWARDING
D-Term Series I Phone (Black Phones):

Forward Calls to Voice Mail (MIC light must be off)
1. Using the Soft Key, press FDA Soft Key. 
2. After the distinct tone, dial 4678. You will hear another distinct tone. 
3. Place the phone back on the receiver or press SPKR (speaker). 
4. FORWARD SET is displayed. Call forwarding for all calls is now set.

Cancel Call Forwarding (MIC light must be off)
1. Using the Soft Key, press FDA Soft Key.
2. After the distinct tone, hang up. FORWARD CANCEL will display.

Forward Calls to another Extension (MIC light must be off)
1. Using the Soft Key, press FDA Soft Key. 
2. After the distinct tone, dial the extension or designated number. You will hear another distinct tone. 
3. Place the phone back on the receiver or press SPKR (speaker). FORWARD SET will display. Call forwarding is now set.
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CALL TRANSFERRING, REDIALING, AND CONFERENCE CALLING

Transferring a Call
1. While the call is in progress, ask the caller to hold.
2. Press the TRF button. 
3. After the distinct tone, dial the four-digit extension.
4. After the first ring, hang up the phone.

Redialing a Number
1. Lift handset.
2. Press LNR.
3. Press the star key (*). The last number dialed will appear. Continue pressing the star key (*) to review the call history. 
4. Once the number you wish to redial appears, press the LNR key again to redial that number.

Conference Calling for 3 Callers
1. While the call is in progress, ask the caller to hold.
2. Press the TRF button. 
3. After the distinct tone, dial the desired number.
4. After the call is answered, press the CNF button. The CNF button will light up and the 3-way conference is established.

Conference Calling for 4 to 8 Callers
Contact the Help Desk on extension 4357 one full business day prior to placing the call (if possible). Please have the following information available when requesting this service:

• Date and time of call
• Budget code
• Number of participants

Conference Calling for 9 or More Callers
Call Telecommunication Services on extension 3900 for assistance.
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