Table of Contents
Troubleshooting and Data Updates
Troubleshooting a Voice Services VoIP phone that is not working
Basic service is supported by the TSC. Troubleshooting resources: troubleshooting instructions For Polycom phones; troubleshooting instructions For Avaya/Nortel 1120E/1140E; troubleshooting information for Cisco ATAs; and network troubleshooting information (requires EID login).
Business and Analog service is supported by the ITS Switchroom (512-471-5711 option 1 or submit an on-line trouble ticket: https://utdirect.utexas.edu/tn/tr/index.WBX). SLA for resolution is within two (2) business days except in cases of in building network issues.
If you are uncertain whether the phone service is Basic or Business, look up the class of service here (requires EID login) or contact the ITS Help Desk at 512-475-9400.
Information about Black Box support following the deployment of the new service can be found here.
Updating Caller ID information
Send an email to the ITS Assignment Office at firstname.lastname@example.org.
Moving a phone from one office to another (phone subscriber/owner remains the same)
ITS Voice Services VoIP phones can be moved from one office to another by the Unit without the involvement of ITS. The jack that the phone is being moved to needs to be patched into a network switch that is running an ITS Voice VLAN. Unit TSC is responsible for ensuring updated port mapping information (required for 911).
When to avoid running the Voice VLAN and Multi-VLAN Access Port (MVAP) on a switch port
Generally, it is recommended to run the Voice VLAN and MVAP protocol on all capable switch ports to enable maximum portability of VoIP phones. However, there are cases where running MVAP on a port can cause problems and these switch ports should be exempted by the TSC. The Voice VLAN/MVAP should be excluded for switch ports for:
- a DHCP server
- a firewall
- a router
Moving a phone to a different building which has not yet been converted to the new VoIP service
The new VoIP phones cannot be used in a building before the building has been converted to the new Voice Service.
Moving phones between buildings already converted to the new VoIP service
When moving phones between buildings already depolyed with the new VoIP service, be aware that the network subnets used for addressing VoIP devices have a fixed capacity. The size of these subnets does not increase dynamically as VoIP devices are added. Large moves of VoIP devices between buildings may require changing the size of a building's VoIP subnet. ITS recommends checking current IP usage in the VoIP subnet of the building being moved to. Soft phones and mobile VoIP clients do not use IP addresses from a building's VoIP subnet.
Moving Avaya/Nortel 1120E and 1140E sets
The Avaya/Nortel sets utilize the LLDP protocol which is only being configured on a building basis. As a result, devices are only portable within the building. For exceptions contact ITS Networking.
Installing or Changing Service - Order Forms
Ordering a new phone/phone service, discontinuing phone service, or changing phone service features
Submit a Line and Instrument Order Cover and Detail Sheet to the Central Business Office at email@example.com:
- *New Format* - Line and Instrument Order Cover Sheet [MS Word Interactive Version] [PDF Version]
- *New Format* - Line and Instrument Order Detail Spreadsheet
Supported phone sets
Please see UT VoIP Phones for a comparison of supported VoIP desksets.
Voicemail Service Requests
Adding, reassigning, or canceling UT Voicemail (UTVM)
Visit the UTVM service request page for instructions.
VoIP Soft and Mobile Clients
Ordering a VoIP soft/mobile client
Submit a VoIP Soft/Mobile Client Request Form to the Central Business Office at firstname.lastname@example.org:
- VoIP Soft/Mobile Client Request - MS Word Interactive Version
- VoIP Soft/Mobile Client Request - PDF Version
Note that only the Genband Personal Communicator (Windows) is currently available.
International Long Distance
Obtaining an international long distance authorization code
Submit an International Long Distance Authorization Request to the Central Business Office at email@example.com:
- International Long Distance Authorization Code Request - MS Word Interactive Version
- International Long Distance Authorization Code Request - PDF Version
For questions regarding domestic authorization codes, contact the ITS Long Distance Office at (512) 471-UTLD (8853).