If you are a new member of staff, authorised guest, or PhD student, your line manager or higher departmental authority must submit a new request via GCU Service Now portal indicating the need for a telephone number and handset.
Existing staff members who do not have a telephone number or handset should log a request via GCU Service Now portal requesting a telephone account or handset.
How to change your phone PIN
The phone PIN website is only available inside the University Network.
- Go to https://10.10.1.10/ccmuser
- Log in with your domain username and password
- Click "General settings" and enter your new phone PIN under "Phone services PIN"
- Click the "Save" button to save your changes.
The new PIN must be between 1 and 128 numbers long. The PIN can only contain numbers, it cannot contain spaces, letters or special characters.
There are several different ways to answer your work colleague's phone:
- By placing a 'Call Forward' option onto your extension
- By being part of the same call pick-up group
- By being part of a call hunt group.
Call forwarding
If you want your calls to be temporarily answered by someone else, you can forward your incoming calls to their extension.
- Press the 'CFwdALL' softkey on your handset
- Enter the extension number you wish your calls to be diverted to
- While call forwarding is active, your telephone screen will say "Forwarded to xxxx"
- All calls to your extension will now ring on the forwarded extension only
- When you are ready to remove the Call Forwarding, simply press the "CFwdALL" button on your handset again
Pick-up groups
Pick-up groups can be created on request.
If you share an office with your colleagues, you can apply to be part of a pick-up group. This will give you the ability to pick up incoming calls to your colleagues' phones from your own handset. If you'd like to be part of a pick-up group, please log a request via My Service with details of the existing pickup group members, or, if you want to create a new pick-up group, log a request at ithelp@gcu.ac.uk with a list of names and extension numbers to be added.
Please note that you can only be part of one pick-up group at a time, and you can only pick up calls for staff who are in the same group as you.
- When your colleague's phone rings, pick up your handset and press the "More" softkey
- Press the "PickUp" softkey
- The caller's ID will be displayed on the screen
- To pick up the call, press the "Answer" key, or replace the handset to ignore the call.
Hunt groups
Hunt groups are used to distribute phone calls from a single telephone number to a group of several phone lines. It allows several staff access to answer incoming calls to a departmental extension number. Calls are allocated according to the hunt gGroup setup (see definitions below).
If you would like a hunt group setup, first you need to identify which number will be used as your departmental extension number (take over an existing staff number or create a new number). Next, choose the most appropriate setup, gather a list of all staff names and extension numbers and contact the IT Helpdesk.
Hunt group setup definitions:
- Longest idle: The person who has not taken a call for the longest period will get the call. In this way, call distribution should be balanced but this does not take into account the duration of the calls
- Circular: The first call goes to user one, the second call to user two, the third call to user three and so on
- Broadcast: Rings on every phone at the same time
- Top down: Rings on user one, then goes to user two if one is busy or does not answer, then user three if no response from user one or user two and so on.
International call access has only been granted to certain users as authorised by a school manager (or higher departmental authority).
To make a one-off international call
- Get an email from your school manager, head of department, or dean authorising you to make an international call
- Contact the switchboard requesting an international call. You will need to forward your authorising email along with the international number you need to dial onto the switchboard staff.
- On receipt of the email, the switchboard will place the call for you and transfer the call over to your extension
- Once you've finished your international call, hang up the phone
- You will need a dated authorisation email for each international call request. Please do not re-use previous authorisation emails.
To make regular international calls from your own extension
- Get an email from your school manager, head of department, or dean authorising you to make international calls on a regular basis
- Log a request job for Telephone guidance via ithelp@gcu.acuk
- International dialling access will be granted on your extension and will remain active until requested otherwise.
