VoIP FAQs

• What is VoIP and how does it differ from my current campus telephone service?

• Answer: VoIP stands for Voice over Internet Protocol. VoIP is a type of technology that delivers voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. ITS will be implementing it in campus buildings as part of the Telecommunications Infrastructure Upgrade project. Please click here for instructions on how to use your new VoIP phone.

What locations on campus have Voice over IP telephones now?

• Answer: As of January 2017 the following building have VoIP telephones installed:

First Wave

• 7175 Communications Building
• 7529 Communications Trlr 1
• 7727 Communications Trlr 2
• 7487 Communications Trlr 3
• 7706 Humanities 1

Phase A Arboretum

• 7433 Arboretum 1/Office
• 7735 Arboretum Gift Shop
• 7434 Arboretum Horticulture 1
• 7734 Arboretum Horticulture 2

Phase A Science Hill West

• 7376 Kerr Hall
• 7919 Physical Sciences Bldg
• 7744 Sinsheimer Laboratories
• 7116 Thimann Laboratories
• 7117 Thimann Lecture Hall
• 7118 Thimann Receiving Building

Phase A Colleges

• 7766 Rachel Carson College Academic Bldg
• 7416 Oakes College Academic
• 7474 Visual Arts Research Facility
• 7377 Kresge College Academic Bldg
• 7393 Kresge College Academic BldgW. Wing
• 7807 Kresge College Annex Bldg A
• 7808 Kresge College Annex Bldg B
• 7379 Kresge College Assembly Bldg
• 7378 Kresge College Classroom Bldg
• 7380 Kresge College Library
• 7306 Porter College Academic

Phase B

• 7098 ISB
• 7194 Jack Baskin Engineering
• 7179 Natural Sciences 2
• 7180 Natural Sciences 2 Annex
• 7782 Science and Engineering Library
• 7920 Social Sciences 1
• 7921 Social Sciences 2
• 7693 Center for Adaptive Optics
• 7940 Engineering 2
• 7947 BioMedical Sciences
• 7146 Central Heating Plan
• 7171 Astronomy Shop A
• 7172Astronomy Shop B
• 7813 Environmental Health and Safety Trailer
• 7783 Natural Sciences Woodshop
• 7172 Natural Sciences Paleo Magnetic Lab
• 7200 Cowell Student Health Center
• 7201 Cowell Student Health Center Addition

How does VoIP change the cost of campus telephone service?

• Answer: Campus telephone service rates will not change. 

Will campus telephone numbers change?

• Answer: No, your campus telephone number will remain the same. 

Do I still need to dial the access code ‘6’ for outside calls?

• Answer: You will still need to dial 6 before making a call to an off-campus number.

How do I access voice mail?

• Answer: Voice mail will not change.  For more information on how to use your voice mail and to print user information click here: its.ucsc.edu/telephone/voicemail

Will I still have the same telephone features after the VoIP upgrade?

• Most standard features will still be available on your VoIP telephone. Please see the training document at http://its.ucsc.edu/voip/instructions.html. If you have a question about a feature not listed, please contact the service desk at 459-HELP, option 4 or open a ticket at http://itrequest.ucsc.edu.

Will my headset work with the new phone?

• Answer: Here is a list of campus VOIP phones in use and ITS tested Headsets. All of the headsets below are compatible with all existing Campus VOIP and non-VOIP phones. Information Technology Services is currently in the process of sourcing a headset vendor so that we will be able to provide these headsets directly as a service. Pricing and other details will be available when this service is available. For further help please contact the Telecom Service Desk at 9­HELP and select 4 or open a ticket at http://itrequest.ucsc.edu.

Phone Model	Compatible Headset(s)	Headset Features	Accesories Required
Aastra 6867i/ MiTel 6867i (VoIP) Aastra 6867i/ MiTel 6867i (VoIP)	Plantronics Convertible CS540	Voice Clarity: HD Noise Cancelation, Headset  Audio, and Mute Controls Distance: Up to 350 feet in typical office building Talk Time: 7 Hours,   Standby Time: 40 Hours Weight: 0.71 oz grams (over-the-ear) Wearing Style: Over-the-ear & over-the-head Auto Answer: Yes Phone Connector Cable Included: No	Phone + Headset+ Cable
	Sennheiser SD Pro 1 ML	Voice Clarity: HD Noise Cancelation, Headset  Audio, and Mute Controls Distance: Up to 180 feet in typical office building Talk Time: 8 Hours, Standby Time: 100 Hours Weight: 2.2 oz (over-the-ear) Wearing Style: Over-the-ear & over-the-head Phone Connector Cable Included: No	Phone + Headset+ Connector
	Sennheiser SC230	Voice Clarity: HD Noise Cancelation: Yes Headset Audio and Mute Controls: No Distance: 3 Ft. Cord Talk Time: N/A,  Standby Time: N/A         Weight: 3.9 oz, Wearing Style: Over-the-head         Auto Answer: No         Phone Connector Cable Included: No	Phone + Headset+ Connector

Phone Model	Compatible Headset(s)	Headset Features	Accesories Required
Aastra 6737i(VoIP)         Aastra 6737i(VoIP)	Plantronics Convertible CS540	Voice Clarity: HD Noise Cancelation, Headset  Audio, and Mute Controls Distance: Up to 350 feet in typical office building Talk Time: 7 Hours,   Standby Time: 40 Hours Weight: 0.71 oz grams (over-the-ear) Wearing Style: Over-the-ear & over-the-head Auto Answer: Yes Phone Connector Cable Included: No	Phone + Headset+ Cable
	Sennheiser SD Pro 1 ML	Voice Clarity: HD Noise Cancelation, Headset  Audio, and Mute Controls Distance: Up to 180 feet in typical office building Talk Time: 8 Hours, Standby Time: 100 Hours Weight: 2.2 oz (over-the-ear) Wearing Style: Over-the-ear & over-the-head Phone Connector Cable Included: No	Phone + Headset+ Connector
	Sennheiser SC230	Voice Clarity: HD Noise Cancelation: Yes Headset Audio and Mute Controls: No Distance: 3 Ft. Cord Talk Time: N/A,  Standby Time: N/A         Weight: 3.9 oz, Wearing Style: Over-the-head         Auto Answer: No         Phone Connector Cable Included: No	Phone + Headset+ Connector

How will 911 calls be processed?

• Answer: 911 calls will be handled the same way they are now. All campus wired telephones will have their location available to the E911 system and that location will be provided to emergency responders.  There will be no reduction in 911 services.

Why is my computer plugged into the phone?

• Answer: The VoIP service runs over the same infrastructure as the data network allowing the campus to use the same wiring for both services.

What will happen to my current telephone?

• Answer: You will be provided with a new VoIP phone. We’ll recycle your old campus provided telephone. If you have a personal analog phone, we will leave that for you.

What if the network goes down?

• Answer: Since the VoIP telephone will run over the campus data network, a failure of that system will result in loss of VoIP telephone service. To address this, the campus data network will be upgraded in each building before VoIP telephone service is implemented. A new campus network core will be built that consists of redundant router pairs with alternate paths to reduce failures and to allow router upgrades without interrupting VoIP telephone service.

Will my phone work during a power failure?

• Answer: The system will be designed to have 2 hours of battery back up in the event of a power failure. Each VoIP telephone set will be powered over the network, by the network switches using a system called Power Over Ethernet (POE). The network switch that provides service to VoIP phones will be backed up with UPS or UPS and Generator power.

Will my FAX machine still work?

• Answer: Yes When it’s time to plan the migration in your building, we will work with building coordinators to identify special circuits and services and to plan one of the several alternatives to accommodate them.

I have a modem plugged into my phone jack. Will it still work?

• Answer: If necessary. See above concerning FAX machines.

Will I still be able to use services such as Skype and Google Hangout?

• Answer: Yes. Your VoIP will have no effect on these types of services.

What happens to my phone if I need to reboot my computer?

• Answer: Nothing. VoIP phone will remain in service while you reboot your computer.

What happens to my computer if the technician requests me to re-start my phone?

• Answer: Your computer will temporarily lose the network connection while your phone is restarting. Once the phone has completed the restart process, your computer will automatically reconnect to the network. 

Will plugging the computer into the phone cause my computer to be slower?

• Answer: No, there will be no change in your network service.

How will emergency calls be made if the campus VoIP service is out? Will ITS be installing emergency phones in each building?

• Answer: Hallway and public area telephones will mostly remain standard analog service that will not be affected by a localized network outage. Elevator and Blue Light emergency telephones will not be on the VoIP system and will work the same way they do now. If a VoIP phone loses connectivity, calls can still be made from non-VoIP telephones.

My question isn’t on this list - where do I go from here?

• Answer: If you have questions about your VoIP phone or service, please open an ITR ticket at http://itrequest.ucsc.edu. An ITS Telecom Service Representative will contact you.