New Phone & Voice Mailbox FAQ

How do I request a new phone?

If you need new telephone(s) and/or voice mailbox(es) installed, moved, changed or disconnected, please complete and submit our Telephone and Network (Internet) Service Request Form.


How do I change the dialing area (on-campus, local, Bay Area, CA, national or international) for my telephone?

The calling area for telephones at SJSU are individually programmed per the request of the department that owns the service. In general, telephones can be restricted to dial only on-campus, 408 only, Bay Area only, California only, all area codes in the continental United States plus Alaska, Hawaii and the Caribbean, and internationally, including Canada, Mexico and the other continents.

If the dialing capability of your phone does not meet your business needs, contact your department admin, or other person responsible for ordering telephone services, and have them contact us at 408-924-1530 or ithelpdesk@sjsu.edu to request a change in your calling area—also known as the class of service.


If I move to a new location on campus, can I take my telephone number with me?

Yes, but there are a couple of things to keep in mind.

The request to move a line should be made by your department admin or other person responsible for ordering telephone services. If you are changing departments as well as locations, you might not be able to take your number with you. Each phone on campus belongs to the department that ordered its installation and pays for the monthly service and usage charges. Transfer of phones from one department to another is possible, but must be agreed to by both departments involved.

To request that a telephone and/or voice mailbox be installed, moved, changed or disconnected, please complete and submit our Telephone and Network (Internet) Service Request Form.


What information do I need to provide Information Technology to get my phone moved from one location to another?

The information required to create your service request would include, but not be limited to the following: requestor’s name and contact information, user name, Employee ID# and department ID#, location of existing telephone service, new location for existing service, and need for new cable if necessary.

The telephone service to be moved should be identified by its extension, port number, and the building and room number where it is located. We will also need the jack number where the phone is currently plugged in as well as the jack number in the new location to which the service will be installed. If your network connection needs to be moved with your phone, be sure to include this information as part of your request.


How can I find out what my extension and port numbers are?

If you are unsure of the prime line extension assigned to a particular phone, pick up the handset and dial #*113. The system will give an audible response providing the 5-digit extension. To find the port number assigned to a phone, pick up the handset and dial #*119. The switch will provide a 7-digit number in the following format, Cabinet _ _ _ Shelf _ Slot _ _ Circuit _ _. When asked for this number by our staff, it can be simplified by just separating the component numbers by dots or dashes.


Can I purchase a telephone from a source other than Information Technology for use on the SJSU telephone system?

The answer is no for digital telephones. The SJSU PointSpan telephone switch uses proprietary digital signaling and would not be compatible with sets built by any company other than Astra Intecom—the manufacturer of our telephone switch. In addition, only digital sets manufactured by Astra Intecom are guaranteed to work on our switch and are covered under our service agreement.

If a department purchases analog service, they can purchase an analog device such as a fax, conference phone or cordless telephone from the vendor of their choice. We sell Polycom conference phones, which when purchased from us, are covered under the existing service warranty. We only guarantee dial tone to the jack when an analog instrument purchased from another vendor has been installed by the customer. If a department wishes to install a cordless telephone, only phones operating on the 1.9 GHz band are allowed, to prevent interference with the campus wireless network.


Can I have more than one telephone line on my phone?

Yes, if you have a multi-line set. There are a variety of telephone models that operate on our phone switch, the most basic of which is the single line I4. This set cannot accommodate more than one line. If you have an I4 and require more that one line on your phone, your set will need to be upgraded. Virtually every other digital telephone on campus can have more than one line. The addition of a line to a phone is a billable service requiring programming changes and a visit by a phone tech to detail the set. To request this service, please complete and submit our Telephone and Network (Internet) Service Request Form.


Can my number be on more than one phone?

Yes, an extension can be on any number of phones, but each phone needs to have a unique extension assigned to it. This unique extension number is also known as the prime line. The addition of a line to a phone is a billable service requiring programming changes and a visit by a phone tech to detail the set. To request this service, please complete and submit our Telephone and Network (Internet) Service Request Form.


Can I change the display name that shows up when I call another phone on campus?

Yes, the name that shows up on another display phone on campus when you place a call is programmed for each line individually. If there is a new user, or the current user would like to change their name for some other reason, this can be handled by completing and submitting our Telephone and Network (Internet) Service Request Form.


I can’t get into my voicemail box because I’m a new user and I don’t have the pass code or I have forgotten my pass code. What do I do?

Have your department admin or other person responsible for ordering telephone services complete and submit our Telephone and Network (Internet) Service Request Form.


Can I change which lines on my phone ring and/or activate the voicemail light?

Yes, have your department admin or other person responsible for ordering telephone services complete and submit our Telephone and Network (Internet) Service Request Form to request the specific changes you would like made to the lines on your phone.