General Info and FAQ


Trinity University uses a Cisco based Voice over Internet Protocol (VoIP) telephone system for all on-campus voice communications. Found here are user guides and how to's for the phone system. If more assistance is needed contact the helpdesk at extension 7409 or by email at helpdesk@trinity.edu .

7960 User Guide

The red light on your hand set blinks with an incoming call and stays lit when you have a voice message. To place a call, use one of several options to go off-hook before or after dialing a number. 

VoIP Phones FAQ

In response to recent phone survey data, this webpage has been created to addresses the most frequently asked questions and reported issues. 

If you have specific questions or issues not addressed on this site, please contact helpdesk@trinity.edu or cal 210-999-7409. 

Frequently Asked Questions 

How do I transfer a call directly to someone's voicemail? 

While on the line with the caller, press the button below Transfer. Then dial 3 + the extension and then immediately hit the button below Transfer again. 

How do I set up Speed Dialing? 

You cannot. Unfortunately, at this time, you are not able to program speed dial numbers on your phone. 

How do I pick up a call to someone else's phone, from my phone? 

To pick up a call to another phone on your own phone, a Call Pickup Group must be created. Departmental Secretaries should contact cynthia.littles@trinity.edu to set up a Call Pickup Group.

How do I place a call on hold?

While on the line with a caller, press the button below Hold.  

What if someone else calls me while I'm on the phone? Can I answer it? 

Yes. By default each phone can receive up to four calls at one time. If you receive a call while on the phone, the call will be displayed on the screen. Simply press the button below Answer. The first caller is automatically placed on hold. To return to the previous caller, simply selected the call on the screen and press the button below Resume. 

How do I make my incoming calls forward directly to my voicemail (or to another phone number)? 

Press the button below Call Forward All, (the phone will beep twice) then key in the phone number you want the calls forwarded to (the phone will beep once). Calls will now be forwarded to the number entered. (To forward them directly to your own voicemail, enter your own extension). 

How do I skip through all the voice prompts when I'm trying to leave someone a message or retrieve messages? 

You can skip through many of the voice prompts by pressing the # key. (When you mailbox is full, you will not be able to skip voice prompts.) 

I would like for calls to my phone to be sent to voicemail after the sixth ring instead of the fourth. How do I set that up? 

Contact cynthia.littles@trinity.edu to have the number of rings before voicemail changed for your phone. 

Sometimes I see a missed call, but when I check my voicemail messages, there are none. Why? 

On the VoIP phones, missed calls are not the same as voicemail messages. They are just that- missed calls. anytime a call is not answered, a missed call is registered, whether a voicemail is left or not. The red light on the receiver lights up and a small envelope appears at the top right of the screen whenever a new voicemail message has been left. See images below.

Why doesn't hitting the redial button for a missed call work? 

It actually does work. Since 9 must be dialed to reach an outside line, pressing the button under Redial only works when redialing an on campus extension. To use redial for an off-campus number, highlight the number in your call log and press the button under Edit Dial. Now use the buttons under the arrows and the keypad to place a 9 in front and press the button under Dial. 

Sometimes when I think I've hung up my phone, it's not all the way on hook. Why does it do that? 

There is a lip on the phone hook designed to hold the phone in place when it has been wall-mounted. By default, the lip is turned out in this way on all new phones. For phones which are not wall-mounted, pull the tab directly under the receiver upwards. It will snap up and come off. Turn it upside-down and slide it back down until it clicks into place. See the images below. 

How do I change the ring tone on my phone? 

Push the Settings button. Using the arrow button, scroll down to Ring Type and press the button below Select. Now, scroll down to your phone extension and press the button under Select again. 

Can I access more ring tones? 

No. At this time, you are limited to the 7 installed ring tones. More ring tone options will be added soon.

How do I set up a conference call? 

While on the phone with the first participant, press the button below Conference. Dial the number for the next participant. You can talk to this new participant and when you are ready to conference them in, press the button below Conference again. Repeat this process to conference in more participants. 

Isn't this new phone system more vulnerable to going down and not working than the old one? 

The new VoIP phone system has the same level of backup in place as the old one. Prior to VoIP installation, virtually the entire network was overhauled and upgraded. There are UPS batteries installed, redundancy built into the system in separate locations, and generators. If the power were to fail, the new VoIP Phone system will remain operational for as long or longer than the old phone system would have. 

On the old system, I was able to listen to a message and then immediately call the person who left that message by keying in a shortcut. Is there a way to do that now? 

Yes, there is a way. Just dial 44 immediately after listening to the message. (This only works for internal, on-campus extensions.)

What's my phone number? How do I find someone else's phone number? 

  1. Press the Directories button. 
  2. Scroll down to Campus Directory.
  3. Press the far-left button, under Select. 
  4. Use the keypad to enter a name and press the far-left button again under Search.

I have a question or an issue not addressed here. 

If you have specific questions or issues not addressed here, please contact helpdesk@trinity.edu or call x7409