Phone-Related Frequently Asked Questions (FAQ)

1. How do I setup and check my voicemail for the very first time?

Press the Message button (looks like an envelope) and when you're prompted for a PIN enter 159357. Then just follow the prompts.

2. How do I check my voicemail from off campus?

1. Dial your phone number and when your voicemail picks up press the * key.
2. You'll be prompted for your ID (key in your 4 digit phone number extension) and then your PIN (key in your 6 digit PIN you created for yourself to access voicemail).
3. You will then be able to review any voicemail messages you have and customize your voicemail options (this includes updating your Greeting from off-campus).
4. You can also reset your 6-digit PIN using this same information.

3. How do I dial a number to reach one of the other campuses?

Just dial the last four digits of the number (e.g., 6560 would ring the GVC main number). If you don't know the last four digits you can look up the person by name in the directory using the phone keypad or you can also consult People Search using your computer.

4. How do I dial an off campus number?

Dial 9 + 1 + area code + number. This applies to any number outside the New River CTC network.

5. What are the options available when I dial the main College number (5450) I get the auto attendant?

Most often, when someone dials the main College number (304-929-5450) they are trying to reach someone in a specific office. The Auto Attendant helps them to find the person or office they need (see Auto Attendant configuration).

6. What if there is an emergency and I need to call 911?

You must dial 9+911. Every New River phone should have a sticker affixed to it indicating that you must dial 9+911 in an emergency.

7. How do I conference together multiple callers so we're all talking on the same line?

Every phone has the ability to create an ad hoc conference for up to 8 callers (7 plus the person who initiates). Here's how to do that:

1. Call the first number or answer the phone if they called you.
2. Press the conference soft key on your phone (Confrn) and then dial the next number.
3. After they pickup, press the Confrn button again and dial the next number. Repeat those steps until you have all your callers on the line.

8. How do I get the New River logo to show up on my phone?

If you have either the 7945 or the 7965 model of phone (not the grayscale 7942) then you can add the New River logo as the background screen. Please follow these steps:

1. Press the SETTINGS button on your phone.
2. Press the SELECT key to choose User Preferences.
3. Press the down arrow once, then press the SELECT key to choose Background Images.
4. Press the right arrow once and then press the SELECT key to choose the New River logo.
5. Press the SAVE button and then the EXIT button twice and you're done.

9. What are the phone numbers of the IVN classrooms?

Many of our 40 IVN classrooms have a phone which can also serve to bridge our locations for audio-only calls and to contact our Help Desk when needed (see list of IVN Classroom phone numbers).

NOTE: If you include the day's date in your greeting that is helpful. I've also heard some messages that included other important campus announcements (financial aid and registration deadlines), which seems like a great idea.

13. What are the models of phones that employees might receive?

Technology changes rapidly, but the phones we've issued are listed on this page.

14. How do I transfer a call?

There are basically two ways to transfer a call. One way is a "cold" transfer, meaning that the person making the transfer doesn't wait for the person recieving the call to answer before pressing the transfer button a second time. The better, and more polite, method of transferring a call is a "warm" transfer. To make a warm transfer, follow these steps (video tutorial):

1. Receive a call on your Cisco phone that requires you to transfer the caller to another phone number.
2. Press the Transfer button and then dial the number to receive the call.
3. Wait for the person to answer and announce the caller.
4. Press the Transfer button again and the two callers will be connected and you'll be off the call.

15. How do I update my voice greeting?

Press the messages button to access your voicemail. You'll be asked for your PIN, so enter it then press #.

1. For setup options, press 4.
2. To change your greeting, press 1.
3. To re-record this greeting, press 1.
4. Just follow the directions until you're finished then end the call.

16. How do I change my PIN for the Cisco phone?

Press the messages button on your phone, then enter your PIN and then press # key.

1. Press 4 (setup options).
2. Press 3 (preferences).
3. Press 1 (change PIN).
4. Just follow the directions until you're finished then end the call.

17. How do I forward my calls to another number (like my cell, home phone, or a colleague)?

This video tutorial shows you how and here are the steps:

1. Press the "Forward All" softkey.
2. Then enter the call forward target phone number exactly as you would dial it from your phone.
3. To verify that your calls are forwarded, look for the "Forward All" icon in the line label, and the forwarding information in the header.

18. How can I make and receive calls on my office phone number while working remotely?

Please contact our Help Desk and request a Cisco Softphone (Cisco IP Communicator) and we'll configure one for you. This software solution enables you to receive and place calls using your office phone number from your computer while using a VPN connection to connect to the New River network. Once we have your softphone ready, these directions will allow you to use it.

19. How can I change my Music On Hold (MOH) to use a holiday greeting?

There are about 10 versions of the MOH recording and the standard one is named "10-newriver-MOH-2016". We change this to "11-Holiday-Greeting" for the holidays on certain phones (6560, 5445, 3009, and 5858). We change it back after the holidays. Typically, a Cisco System Administrator performs this.