FAQ – Enterprise Infrastructure Voice Services

Voice over Internet Protocol is simply the transmission of voice traffic over IP-based networks.

Rutgers Telecommunications Division (TD) is upgrading Rutgers phones to University-wide Unified Cisco Communication VoIP telephone system. This project is being fast tracked to improve support and streamline your experience with a single vendor.
BEGINNING JUNE 2019 we will be upgrading phones across the University over the next 12 to 18 months. You will receive more information when your building/group’s upgrade is scheduled.
Further details can be found on our Project Updates page

No. Key published numbers at Rutgers will remain the same.

No. All fax numbers will retain the same numbers.

Details on how to access your voicemail can be found here.

No – The billing model is not being impacted at this time.

All phones will be setup by the Telecommunications Division. You are responsible for setting up your voicemail

No. Even though your new phone and your computer may use the same wall jack, the transmission of your phone calls and network data will be separate.

Headsets vary based upon your requirements and preferences i.e. corded, cordless, etc. For assistance with headset purchases please contact our Rutgers Sales Representative at CallOne. Contact information for our CallOne representative can be found here.

For VoIP telephones that are being upgraded to the Cisco we will use your existing port.

For all new VoIP phones we will use a dedicated port for the phone if one is available in the wall jack.

Otherwise, your VoIP phone will plug into the port, and your computer will plug into a connection on the back of your VoIP phone.

Other configurations may cause services disruptions. Please see TD’s policy on the Use of Switches and Mini-Hubs on RUNet Wall Plates.

Yes, if the network is down, telephone service will also be unavailable.

No.

Your current method of dialing long distance remains the same. Either Dial 8-1 or 9-1- plus the 10-digit telephone number.

Telephone support documentation is available, and you can call Telecommunications for help at (848) 445-7541 and select option 2 for Voice.

Yes, all users transitioned during the VoIP Project will have the opportunity to attend Webex based training for the new phones. This training will cover phone equipment, and voicemail. Training Guides, Quick Reference Guides, and Web Training is also available here.

Yes, between phones that are on the new VoIP system (i.e., in the 848 area code).

If you are experiencing difficulties with your VoIP telephone service, please submit a service request at: voice.rutgers.edu or contact Telecommunications at (848) 445-7541 and select option 2 for Voice.

If you are having trouble locating your voicemail PIN, use the following instruction to submit a PIN reset request:

Go to voice.rutgers.edu.
Enter your netid and password.
Select Request Category: “I need to report a Problem”
Enter a request phone number and your contact phone number”
Enter the location of the Request Phone Number
In the “Request Details Section” Select Your Phone Type and the Problem type “I can’t receive my voicemail – please reset my password”
Select Submit.

Please note, a valid Rutgers NetID and password is required to submit the request.

Please review the TD mini-hub policy.

VoIP Disconnect Process

Introduction

The purpose of this policy is to provide information regarding telephone disconnect requests for the University CISCO VoIP Telephone system. This policy is effective on July 1, 2020. All telephone disconnect requests must be authorized by the departmental budget manager.

It is important to note that if a VoIP telephone is disconnected and there is a subsequent request to reinstate the number later, the requesting department will need to purchase the telephone equipment. Alternatively, maintaining the phone line with “Campus Only” dialing enabled allows the flexibility to reinstate if needed with no cost to the department. Maintaining the line also provides valuable access to E911 dialing.

General Disconnect Information

Submit your request online at voice.rutgers.edu, click on the “Voice Service and Support Request” box.
Select your appropriate group “Rutgers” or “RBHS
For Rutgers Provide the following information:

- Phone Number (XXX) XXX-XXXX
- Building Name
- Room Number
- Date Required
- GL Account String
- Business Manager Approval

For RBHS use the following instructions
- The Subject Line should say “Request Phone Disconnect”
- Provide the following information:

- - Phone Number (XXX) XXX-XXXX
  - Building Name
  - Room Number
  - Date Required
  - GL Account String
  - Business Manager Approval

For both Rutgers and RBHS, once telephone equipment has been returned to Voice Services, billing will be updated.