Information Technology Services

Phone Frequently Asked Questions

  1. Where can I get phone help?
  2. My Phone is not ringing and goes straight to voicemail?
  3. Callers get an engaged signal or no answer instead of my voicemail greeting?
  4. What are the Voicemail location quick codes?
  5. The display and sound on my digital phone are both faint.
  6. The speech volume on my digital phone is very low.
  7. How do I know if I have a direct dial number?
  8. My phone continually rings and when I answer I get a screech in my ear.
  9. Voicemail troubleshooting

Personal Mobile Phone Call Plans

  1. Do I have to have a Telecom Connection?
  2. What are my call costs?
  3. What will my mobile number be?
  4. What do I do with my mobile when I leave the university?
  5. How do I set up international Roaming and where can my Telecom phone roam to?
  6. May I make personal calls with my work mobile phone?
  7. What are the rates on the personal mobile call plans?
  8. How do I pay for my personal dual account?
  9. Does my Dual Account include my personal text messages?

1. Where can I get phone help?

If you are experiencing problems with the telephone or the telephone network please contact the ITS Service Desk via email ITS Service Desk or phone on 5050 or log your request via the Customer Portal.

Examples of where you'll need Service Desk assistance to fix a Voicemail-related problem include:

  • forgetting your password;
  • seeing the red light on your phone but having no messages;
  • and not being able to clear old messages on a phone you've taken over

2. My Phone is not ringing and goes straight to voicemail.
Check that the ringer on the phone has not been turned off by mistake (with a digital phone, dial into Voicemail and use the arrow keys from your keypad to adjust the volume). If that doesn't work, use another phone to call the ITS Service Desk on extension 5050.

3. Callers get an engaged signal or no answer instead of my voicemail greeting.
The call diversion to voicemail feature has probably been deactivated. To reactivate "call diversion to voicemail" when busy, dial *4821. To reactivate "call diversion to voicemail" when there's no answer, dial *4721.


4. What are the Voicemail location quick codes?
This function is under "Change location". Press 3 as soon as you're in your Voicemail and you'll be given the option of selecting one of eight location options:

  1. in the office;
  2. in a meeting;
  3. do not disturb;
  4. gone out;
  5. gone for the day;
  6. on holiday;
  7. on sick leave; or
  8. on a break.
There are also speed dial codes you can use without dialing into your Voicemail. Speed dial works for analogue as well as for digital phones. The codes are:
  • 28 - in the office;
  • 25 - in a meeting;
  • 26 - do not disturb;

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5. The display and sound on my digital phone are both faint. How can I fix this?

Unplug the phone from its jackpoint on the wall and reconnect it after 30 seconds - this should have a restorative effect like rebooting a computer.

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6. The speech volume on my digital phone is very low. How can I fix this?

  1. From the phone's keypad, press Feature, then 4
  2. If the word,"small" appears on the top right of the screen, repeat (1) the word displayed should change to "large".

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7. How do I know if I have a direct dial number?

You can tell by looking at your internal extension number. Direct dial (DDI) number users have extensions in the following ranges: 5000-5999; 6000-6999; 7400-7499; 9450-9799; and 9900-9999. All direct dial numbers contain seven digits, starting with 463 and ending with your four digit internal extension number.

Staff without DDIs have extension numbers in the ranges: 7000-7399; 7500-7999; and 8000-8999.

8. My phone continually rings and when I answer I get a screech in my ear?

This is likely to be a fax machine dialling your number. If so, it will stop once the sender realises their mistake.

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Personal Mobile Phone Call Plans

10. Do I have to have a Telecom Connection?

Yes. Victoria University has negotiated an agreement with Telecom based on the Government wide TAHI contract. The Telecom mobiles and the networks they operate on (CDMA and WCDMA for the new XT Mobile Network) have all of the features staff need to conduct university business on a mobile device.
If your mobile lacks a feature you need for your work, let us know and we will find a more appropriate solution for you. Contact the ITS Service Desk via email ITS Service Desk or phone on 5050 or log your request via the Customer Portal.

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11. What are my call costs?

Victoria University has negotiated a very competitive plan. These rates are commercially-sensitive and are not for publication and may not be passed on to others outside the university. For detailed information please contact the ITS Service Desk via email ITS Service Desk or phone on 5050 or log your request via the Customer Portal.

Our Corporate rate plan includes the following services for free:

  • Free Voicemail
  • Free first minute of message retrieval
  • Free Call Diversion
  • Free Call Transfer
  • Free Call Conference
  • Free Caller Display

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12. What will my mobile number be?

Most new mobile connections will follow the format: 027 5 [last six digits of your existing landline direct dial number]. You will be notified if this is not possible for your extension (number not available)

All university telecom mobile phone numbers are indicated on the online staff directory with either a standard or non standard phone icon

there is an internally published list of non standard mobile phone numbers

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13. What do I do with my mobile when I leave the university?

Talk to your school/csu administrator - your phone may be required for your replacement. If no one immediately requires your mobile, contact the ITS Service Desk via email ITS Service Desk or phone on 5050 or log your request via the Customer Portal so we can park your mobile. This means your school/csu can keep your number, but do not have to pay for rental while the phone is not being used. It is important that the phone is reactivated before being used - parked phones can still make calls, but are charged at a higher rate.
All university mobile phone have a Dual Account setup, it is very important that you let the ITS Service Desk know, they will need to cancel your dual account and any corresponding Direct Debits.

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14. How do I set up international Roaming and where can my Telecom phone roam to?

You can roam with your Telecom phone to many countries around the world. The exact services however can vary from country to country and these can change as the service provider can You can roam with your Telecom phone to many countries around the world. The exact services however can vary from country to country and these can change as the service provider can make changes without prior notice. Currently Telecom offers voice services in 210 countries on over 430 networks and 110 destinations with data service.
You should check the coverage before leaving as not all areas of all the above mentioned countries will roam with your 027 phone - for up to date information please go to the Telecom Global Roaming page.


If the country is not serviced by a Telecom partner it may be possible that a Vodafone loan phone will provide service please contact the ITS Service Desk via email ITS Service Desk or phone on 5050 or log your request via the Customer Portal. and we will check and arrange a phone for you.

To set your phone up for roaming for the first time: From your mobile phone (while still in NZ) Dial *22800 press your (usually green) 'send' button and follow the instructions. This is only required once.


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15. May I make personal calls with my work phone?

Yes, see below. It is important to use the ## feature for personal calls to ensure the university isn't liable for fringe benefit tax.

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16. What are the rates on the personal call plans?

All Telecom mobile are setup with a dual calling plan for Personal Calls. The details of the plan are:

  • Mobile to domestic mobile or landline: 44 cents/min
  • No monthly charge


Just remember to dial ## before making such calls. You will be asked to complete a direct debit form to arrange payment for such calls without incurring processing costs for the university.

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17. How do I pay for my personal dual account?

Your bill will be addressed to you and mailed directly to you at the university. You can therefore pay your bill any way that you find convenient, please check the Telecom website for ways to pay. We strongly suggest setting up a Direct Debit. Please download the form, complete and send to Telephone Services, we will send on to Telecom.

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18. Does my Dual Account include my personal text messages?

Unfortunately the Dual Account does not include your personal text messages. This is due to a limitation of the Telecom billing system.
The university, however has negotiated under its contract with Telecom to be eligible for the Telecom $10 text plan. You can send up to 500 national texts a month and the university pays no more than $10. The $10 Text plan is charged to your schools/csu's main mobile account. Discuss with your manager about any requirements for payment toward personal texting your school or csu may have.

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