Is it possible to call from the computer or a mobile client to the phones?

So far this is not possible, the corresponding functionality will be delivered in a later phase.

How can I make my phone mute, i.e. not ring when a call comes in?

In general: Press the softkey with "two dots" to get to the second page. Press the "do not disturb" softkey there. If there is an incoming call: Press the "do not disturb" softkey.

Why can't I log in to the self-help portal with my email address?

Login with your email address is only possible if your phone has been personalized. You can recognize this by the fact that your name appears on the display. Personalization is not possible if you share your phone with others. If your account has not yet been personalised, even though you are using the phone alone, please contact the Service Desk.

I would like to set up call forwarding in the Self-Care Portal. In which format do I have to enter the phone number so that it is accepted?

Based on the example number 061 123 45 67, the following number formats are permitted:

• 00611234567
• 0041611234567
• 00041611234567
• +41611234567

I have set the Self Care portal to forward calls if I do not pick up the phone. After how many seconds will the call be diverted? Is this customizable?

The timer is set to 15 seconds by default and cannot be changed by the user. If it needs to be adjusted, please contact the Service Desk.

I see that the first 4 speed dial numbers are assigned a button directly on the left of the display. Can I also assign speed dialling numbers to buttons on the right?

No, only these four buttons are available on the phone for free programming.

Can I dial further speed dialling numbers without going via the respective buttons?

Yes, up to 199 speed dial numbers can be stored. Depending on the button layout on the phone, the first 4 speed dial numbers are automatically programmed directly to the button. If I want to dial speed dial 190 as an example, I proceed as follows:

• Enter 190
• Press the "two dots" softkey.
• Press the "Speed dial" softkey and your entry 190 is dialed.

How can I access the personal directory?

Press the directory key on the phone (symbol: phone book) and select personal directory. Use your University of Basel email address as the user ID. The PIN must first be defined via the Cisco Self Care Portal under General Settings.

Is the personal directory on the phone the same as the one that appears at the bottom of the Self Care Portal ("Phone Contacts")?

Yes, the personal directory is maintained via this setting.

I forgot the personal PIN to access my voicemail. What can I do?

To reset your PIN, please contact the Service Desk.

I enter the PIN given on the flyer but still cannot connect to voicemail?

Voicemail is not activated by default. If this is required, please contact the Service Desk.

Who do I have to contact regarding changes (e.g. when new employees take over the phone of their predecessors) so that the display is adjusted?

IT Services is responsible for changes. Please contact the Service Desk with the necessary information.

My fax machine only works very unreliably or not at all, what can I do?

Faxes and other modulated services in the voice transmission band no longer achieve the same level of reliability in the IP environment. It is not possible to make concrete statements about this in individual cases, since various factors such as the type of device, device settings, the type of connection of the device to the IP network at the sender as well as at the receiver, have a significant influence on the transmission quality. Due to the technology, incomplete display of the documents or even complete interruption of the transmission may occur. Increased difficulties must be expected, especially in international transmission.

Recommendations:

• Reduce the transmission speed, e.g. from 14400 bps to 9600 bps.
• Switch off error correction: Set ECM (Error Correction Mode) to "Off".

I still operate an analog telephone in the VoIP environment. How can I activate and deactivate call forwarding and accept calls from other users on this device?

• Activate call forwarding: **1 Enter "Destination number" and press the call key. You will then hear the busy signal and extension noises. Call forwarding is active. You can enter the destination number in any format (internal extension, external number).
• Deactivating call forwarding: Enter **2 and press the call key.
• Call pickup (=answering a call from another user in a pickup group): **3
• Call pickup from another pickup group = **4
• Call pickup directly = **6
• Call forwarding directly to voicemail = **7
• Group switching on/off = **9

Depending on the model, the commands may differ slightly. In this case, please contact the Service Desk.

I have a beeper and would like to forward my phone to it. How should I proceed? How can I receive calls on the beeper?

• Forward number: You press the call forward button on your VoIP phone and then enter *80 + the number of the beeper.
• Answer call: You dial *82 + the number of the beeper on any phone.

My VoIP phone is defective. Who should I contact?

IT Services is responsible for replacing defective VoIP devices. Please contact the ServiceDesk with the necessary information.

My Jabber software has stopped working. What should I do before contacting the Service Desk?

Please check/test the following steps one by one:

1. Make sure there is an existing internet connection.

2. Restart the Jabber software.

3. Reset the Jabber software.

4. Restart your computer.

How can I reset the Jabber software?

Log out of Jabber. On the login screen that appears, you will find the link to reset Jabber under the "Sign In" button. How to log out is explained in the UC Trainer under "Log in/Log out".

Jabber is not using the correct speaker and headset settings. Where can I configure this?

Explanations about the settings can be found in the UC Trainer under "Options".

When I have an incoming call, I cannot select the "chat response" (greyed out).

This option is only available if the other party has effectively logged into Jabber. If they are calling from a phone, a chat reply is not possible.

What shortcuts are available to me when using Jabber?

You can find an overview of the available shortcuts here.

When starting Jabber I get the popup "Location update". What is its function?

The locations depend on the network. If a new network location is detected, it can be named. This will automatically add the current location to the status (e.g. Home Office). This feature can be disabled in the options.

I use Jabber on my desktop (PC or Mac) as well as on my mobile phone. I noticed that the call log as well as the chats are not in sync. Is this standard behavior?

The Jabber client only "gets" calls/chat messages when it is registered. Any calls/messages that come in while a Jabber client (whether desktop or mobile) is not registered are not logged. Hence the discrepancy. Only chat rooms (group chats) are synced across devices.

I need a new chatroom. How can I request one?

You can create and administrate chat rooms in the Jabber Client by yourself. If you have any questions, please contact the Service Desk.

From where does the Jabber software fetch the information in the address book (search)?

Currently the address book is provided directly by the VoIP server. In the future, the AD (Active Directory) will be defined as the source.

What do CTI and Softphone mode mean and what is the difference?

In CTI mode you only control your phone with the Jabber software (dial number, answer call etc.). In Softphone mode you make calls via your computer. So there is no need for a telephone anymore. Instead you need a headset which is connected to your computer. The mode can be switched in the Jabber client at the bottom left (phone or computer icon).

Objectives and principles

The University of Basel promotes modern methods of communication and cooperation among its employees and operates networked information supply services for this purpose. The following principles apply to the provision of mobile communications equipment:

• The University bears the cost of communications for business purposes, including mobile telephony and Internet use.
• Employees who frequently make business calls or require Internet access outside of their office workstation may be eligible for Model 1 (shared use of personal device for business purposes) or for Model 2 (exclusively business use with provision of device by the University).
• Employees to whom this applies infrequently may request business-related communication expenses via expense report.
• This policy does not apply to home office infrastructure. See the home office fact sheet

What is the difference between Model 1 and Model 2?

Model 1 is intended for combined business and private use. Model 2 is a purely business model.

Which model should I choose?

Most applications are booked in model 1, in which the University of Basel pays a contribution margin determined by the managing directors. For invoices that exceed the contribution margin, an invoice for the difference is sent to the private address (hence the recording of the private address in the application form). Model 2 is strictly for business use. In model 2, the device and subscription are financed by the University of Basel. The choice of device is limited to the models listed in the application form for model 2. These are specified by the university and are continuously adapted. A typical Model 2 user would be, for example, the technical service of a faculty.

How do I submit a NATEL® go subscription application?

Applications should be discussed in advance in the individual faculties. The decision-makers are normally the departmental managers. The application is forwarded to the managing director via the applicant. The latter then submits it to the IT Services Service Desk. Applications must be submitted in full, i.e. with the completed form for the relevant model and any porting or transfer forms.

Where can I find the relevant forms?

You can find the forms on the intranet of the University of Basel. Please note that access to the intranet is only possible with VPN access activated.

Where do I send the completed forms?

If the forms have been approved by your managing director, you can send them electronically to the address support-its@clutterunibas.ch.

By post:

IT-Services
Service Desk
Spitalstrasse 41, 3. OG
4056 Basel

Who determines the amount of the contribution margin in model 1?

The managing directors of your faculty.

Am I eligible for the NATEL® go subscription?

This is defined individually in each case and is within the sphere of interest of the University of Basel. You can find more details in the document "General information".

Which network provider is behind the NATEL® go subscription?

Swisscom Mobile.

Can I join the university's NATEL® go subscription at any time?

This depends on the existing subscription contract with the respective provider. The applicant should call their current provider to check the terms of the contract with regard to the term.

Can I take my number with me to the university NATEL® go subscription?

Yes, this is guaranteed. To enable the transfer, the following forms must be submitted in addition to the model form:

• Swisscom: completed transfer declaration
• Other providers: Completed porting form

Who is the legal owner of the mobile subscription when joining the NATEL® go subscription?

The University of Basel.

What must be done in the event of damage/loss of the mobile phone?

The warranty certificate is enclosed with the mobile phone when it is delivered to the user. All warranty and liability claims can therefore be made directly against the supplier of the device. The IT-Services accepts no responsibility for damaged/lost devices after delivery. Please report the loss of your mobile phone immediately to the following number and also to the ServiceDesk(support-its@clutterunibas.ch, +41 61 207 14 11):

• in Switzerland: 0800 55 64 64
• abroad: +41 62 286 12 12

I am abroad and need a data package. How can I activate this?

You can activate data packages and other settings in the Swisscom Cockpit app. This can be downloaded free of charge from the relevant store.

What about accessories for the mobile phone (cases etc.)?

All accessories must be purchased independently. The NATEL® go offer from the University of Basel is limited to the mobile phone and the associated subscription.

How can I redirect my mobile number?

If I have installed the Cockpit App from Swisscom on my mobile phone, I can define via "Menu/Call settings/Incoming calls" in which state a call forwarding should take place (Immediately/After time/When busy or When not available).

Alternatively, I can also set the call forwarding with function codes:

Forwarding Immediately: **21* then destination number and terminate with # and press handset key so that the sequence is dialed.

Forwarding after time: **61* then destination number and terminate with # and press handset key so that the sequence is dialled.

Call forwarding when not available: **62* then destination number and terminate with # and press handset key so that the sequence is dialed

Call forwarding on busy: **67* then destination number and terminate with # and press handset key so that the sequence is dialled.

Example: immediate call forwarding from one mobile phone to another mobile phone: **21*079xxxxx#.

Delete call forwarding:

Immediate call forwarding: #21# and press the handset key to dial the sequence.

Call forwarding after time: #61# and press the handset key so that the sequence is dialed.

Call forwarding when unavailable: #62# and press the handset key so that the sequence is dialled.

Call forwarding on busy: #67# and press handset key so that the sequence is dialed.

Call forwarding status query:

You can query the status of your call forwarding by entering *#21#, *#61#, *#62# or *#67# in your mobile keypad, depending on your query request.

Alternatively, call forwarding can also be defined via the mobile device (via the settings in iOS or Android). We won't go into details here, as this varies from device to device.