Telecommunications FAQ

How do I log into my phone?

  • From the Locked display on your phone press the ‘Hot Desk’ key
  • When prompted to ‘Enter Extension’, key in your 4 digit extension (your on-campus 4 digit telephone number) and press Enter
  • Key in your PIN (i.e. Voicemail PIN) and press Enter
  • You should now be logged in

How do I dial using the new phone?

  • To reach other Mitel phones users dial their 4 digit extension
  • To make external calls, dial 9 before entering the phone number (use standard local/long-distance formats)
  • Speed dial options: program it once, and then just press a button to dial.
  • Call history is another feature to leverage inbound and outbound calls.

Why is my phone number changing?

Over the years, additional phone numbers were added inconsistently to the previous phone system which resulted in the campus having approximately 25 different Telephone Prefixes. This situation created non-continuity across campus and the region.

The current VoIP phone system allows for organizational identity, consistency of communication and means to utilize the efficiency of 4 digital extension dialing.

What will happen when people call my old number from the previous phone system?

UA Little Rock owns three blocks of numbers providing growth into the future. 3xxx, 5xxx, and 6xxx series numbers.  Moving forward All departmental numbers and Faxes will have 3xxx series numbers. Faculty and staff will be issued 5xxx or 6xxx series numbers.

Faculty and Staff numbers will have a Hard intercept applied for up to 18 mths. ( callers will be informed of the new number)

Departments will have a Blind Forward applied for up to 36 mths. ( callers will be automatically directed to the new number)

Why are we making the change?

UA Little Rock had a 20-year-old Centrex telephone system that consisted of legacy technology that was dependent on infrastructure that was not sustainable. The new system offers increased service levels and cost savings.

Who is managing the university phone system?

IT Services manages the phones on campus and delivers a high level of service coupled with quick turn-around.

How do I access voicemail?

How can I retrieve my PIN?

Please contact IT Services for assistance. At this website you can request PIN assistance by opening a HelpDesk ticket in ServiceNow. Simply click on Category>Service Request> Telephone Request, and enter the required information for your request.

What is the Mitel Phone specification?

The MiVoice 6920 is designed for power users and utilizes a built-in, two-port Gigabit Ethernet switch.

The VoIP phones are powered via the network and utilize Power over Ethernet (PoE).

If the phone was to be unplugged or deemed in need of replacement, the computer can be plugged directly into the jack.

If needed, a phone replacement will be provided.

Is my computer now dependent on the phone?

The standard VoIP installation connects the phone to the same wall jack being used by the computer.

Can I use my old conference phone?

At this time we are supporting Mitel products only. Mitel’s UC360 is being deployed for conference room use.

Will the new service include provisions for national and international long distance?

Yes, this is part of the account configuration. Typically, accounts are national only but individual users can have their phone configured to allow for international dialing upon departmental request and approval.

Who do I contact to address changes to the VoIP phone system?

Contact IT Services for assistance. At this website you can request assistance by opening a HelpDesk ticket in ServiceNow. Simply click on Category>Service Request> Telephone Request, and enter the required information for your request.

Who do I contact to address changes to the existing phone system?

Management of the existing systems is addressed by the IT Services assistance center. At this website you can request assistance by opening a HelpDesk ticket in ServiceNow. Simply click on Category>Service Request> Telephone Request, and enter the required information for your request.

Can I use a headset with the new phones?

IT Services has tested and identified solutions that work with the new systems. Please contact the IT Services assistance center to discuss the right option for you.