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IT Services

Telephony

Following a major upgrade to our telephony system in Spring 2021, the following changes will be in effect: 

1. Softphone  

All users of the MiCollab softphone client will have to re-register after the upgrade. 

Instructions on re-registering

2. Roaming Extensions 

Extension numbers will no longer be restricted to one desk phone. Users will be able to log on to any QM desk phone with their extension and a PIN number. The log on process just needs to be followed once per desk phone. 

Users will need to set their PIN number. 

Instructions on setting PIN

Instruction on how to log in

3. Shared Phones 

For phones that are being shared by users, they will continue to operate as normal without the need to log in with in a PIN. 

4. Emergency Calls 

If a desk phone is not logged in and has “Locked” displayed, emergency services and critical QM numbers will still be dialable.  

  • 3333 Security Emergency Line 
  • 2580 EAF Helpdesk 
  • 8888 ITS Service Desk 
  • 999 Emergency Services 

5. Voicemail  

Voicemail will need to be reset for all voicemail users including new greeting etc. 

Instructions for voicemail

6. Call Forwarding 

Call forwarding previously set on an extension number should still work.  

Instructions for Call Forwarding

7. Mitel 5200 Desk Phones  

 

These unsupported desk phones may not function correctly after the upgrade. 200 were replaced in key areas prior to the upgrade. Users who have this type of desk phone can either request a new handset or a softphone license via the Service Desk. 

Queen Mary staff can find useful tips on using the MITEL desk phones and softphones

7. FAQs

1) My phone has stopped working – what should I do?
Log a ticket with the Service Desk

2) I’ve been given a different extension to the one I had previously – how do I get it changed?
Log a ticket with the Service Desk.

3) What is a roaming extension?
A: An extension number that is not confined to one desk phone. It can be used to log onto any QM desk phone.

4) What’s my PIN to log in to a roaming extension?
You need to set up a pin

5) How do I change my PIN?
Using the Self-Service PIN Portal

6) How do I access my voicemail?
Instructions for standard users

Softphone users can

7) What’s happened to my voicemail greetings and messages?
Voicemail greetings and messages will have been lost during the upgrade for majority of users.
To reset greetings for standard users and roaming extensions:
Login using these instructions then set up voicemail

To reset greetings for Softphone users: call 6969 and follow the voice prompts.

8) How do I set up call forwarding?
Follow these instructions

 

9) My MiCollab softphone has stopped working – what should I do?

Log a ticket with the Service Desk

 

10) What is a hot desk phone?

A: At QM we prefer to use the term “roaming extension” I.e., an extension number that is not confined to one desk phone. It can be used to log onto any QM desk phone.

 

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