Category: Telephony

Resolved – Switchboard issues causing phone call queues

An issue with the University switchboard is affecting calls being placed to internal UoD members from external lines.

There have been several short switchboard outages; each time it becomes unavailable, calls to the main university number are directed to Tower reception, which has resulted in queued calls. The phone directory is also currently unavailable.

ProVista Engineers are investigating the issue and we will keep you updated as we work toward resolution.

UPDATE – This matter is now resolved. Apologies for any inconvenience.

Resolved – Issue calling Ninewells hospital

We are pleased to inform users that this issue has now been resolved.

We are currently investigating an issue with calls to Ninewells which is causing the following:

  • Calls cannot be made from University of Dundee numbers to Ninewells using the prefix 2-
  • Pagers cannot be paged from the University of Dundee

Callers can call Ninewells by dialling externally then the Ninewells number.

We will update this post as soon as we have gathered more information about the issue.

University telephone voicemail change

As a result of an upgrade to the Telephony System you now have a new voicemail service on your office telephone.

New voicemail service access:

  • You should access your voicemail by pressing the ‘messages’ button or using the number 16200.
  • You will be prompted to enter a PIN number. Use the initial PIN number 102030 and then follow the prompt to:
    • Change your greeting
    • Change your PIN to a six digit number that you will remember (note: like your password do not use something that others will guess)

If you are having difficulties accessing voicemail please wait 10 minutes before trying again.

Old voicemail service access:

  • As this is a new voicema​il service, your older voicemail messages that you have saved can be accessed in a different way.
  • To access your old voicemail dial the number 16300 and enter your old password.

If you require more information or support please contact the Service Desk.

Completed – Telephone PSTN upgrade – Tuesday 23 September

As part of the upgrade to telephony systems, two of our gateways will be replaced during the routine maintenance window on Tuesday 23 September 2014 (07:00 – 09:00).

There may be a brief period during which calls to mobile phones and to and from the NHS phone system will be affected.  During the work we will endeavour to undertake maintenance when there are no calls in progress to avoid anyone being disconnected mid call.

If you have any queries or concerns about this work please contact the Service Desk quoting change ref 480.


Completed – Essential maintenance – Phone handsets – No: 473

In preparation for the planned telephony system upgrades, the firmware on all IP phone handsets must be upgraded.  The bulk of this work is currently scheduled for 30 August 2014.

The impact of the upgrade will be:

  • your phone will reboot at least once
  • you will lose the phone logs (missed/received/placed calls)
  • if your PC is connected through your phone, your PC will lose network connectivity during the upgrade

If you have any queries about the change, please contact the Service Desk quoting change ref. 473

Essential maintenance – Telephony – No: 469

Our contractors will be carrying out essential maintenance on the University’s telephone systems over the next few weeks.

All systems will be upgraded to maintain service levels and provide options for new functionality to support the University’s business transformation.  An example of new functionality is the potential for the introduction of voicemail to email capability as a result of the upgrade of the voicemail system.

Phone handsets

In preparation for upgrade work, all phone handsets will have a firmware upgrade.


During the upgrades, voicemail greetings will not be maintained and voicemail will not be carried over to the new system.  For a limited period access to old voicemail system will be available before it is decommissioned.  If this is a particular concern to anyone who may have stored an important voicemail please contact the Service Desk and quote Change no. 469.

Further Information

Further information about the works, including dates, potential impact and benefits, will be posted and circulated by email in due course.