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FAQs for administrators

These Frequently Asked Questions are for administrators.  If you have a technical support question, please view the user FAQs or FAQs for ITSS.  If this does not help,  contact the IT Service Desk to raise a support request or call (01865 6) 12345.

Moves, adds and changes

Please note, these FAQs relate to Chorus only. If you are not sure whether a number is on Chorus, dial 10888. If the message mentions Chorus, then the phone is on Chorus.

What happens to leavers?

Leavers will automatically be removed from the system after their account expires. If you need their number to be reused before this happens, you can edit the user in Phoneman

What do I do when someone moves department?

It depends whether you are happy for them to take their number with them. If you do, then the billing will need to be changed.  You can request this via this service request.  The adminstrator of the unit taking over the extension will need to request the number using the same sevice request.   If you don't, they will need to be given a different number, which can be edited in Phoneman.

What do I do if I have a new starter?

If the starter is using a new number, you can set them up in Phoneman.  If they are reusing a number used by another user, edit the number in Phoneman.

Migration

Will I change numbers when I move to Chorus?

Not unless you wish to do so, however users who share one number will need to have their own number.  You can either give the shared number to one person, or use it as a hunt pilot.

How will Chorus affect students?

Students can be given numbers in the same way as staff.  They will not be given specific student numbers.

I have a University phone number, but not an Oxford Single Sign-On / Nexus account. Can I use Chorus?

You should be able to send and receive phone calls through a dedicated desk phone, as with the existing phone system, but you will not be able to use the new unified communications functionality of Chorus.

How does Chorus work for hospital staff who don't have a University extension?

Your hospital phone will not be affected, but if your department chooses to deploy Chorus, you'll be able to benefit from the new unified communications features. You can have a university phone number associated with your devices, and add your hospital extension to a list of devices and route calls to a hospital phone.

What happens to staff who have more than one number at the moment?

The one number service (ONS) principle of Chorus means that each person can only have one extension assigned to them. Any other numbers can be forwarded to them, but will not be their 'One Number Service' number.  If staff have two numbers, e.g. one in a department and one in a college which will be migrated at different times, then they will be set up with the number which is first migrated, and they will continue with two numbers, one on Chorus and one not.  Once their other unit is migrated, then they they can have a choice whether to keep the first number as their ONS number, or move to the second number.  Both phones will be associated with the same ONS number.  Note that when an ONS number is associated with two desk phones, they will both ring when that number is called.

Emergencies

Will the phone system be unavailable in the event of a network outage?

Chorus is a voice-over-IP or VOIP system: it operates on the same backbone network as desktop computers. In the event of a local network outage, phones (except 'critical lines', see below) would be unavailable as with other networked devices.  See Emergency Calls

What if I need to make calls in the event of a network outage?

Critical lines will be identified by units prior to their migration to Chorus. These lines will have additional resilience that will allow them to continue to make out-going calls in the event of a network outage.

What happens if I need critical lines which can also receive incoming calls?

You have the option to install a separate analogue phone line which will operate totally independently from the Chorus system.

Accounts

What kind of accounts are available on Chorus?

Full Chorus accounts are associated with personal SSO accounts (not cardholder or Virtual Access accounts) and have all the Chorus functionality: UC, softphones, voicemail, conferencing, web collaboration.  If this is not available, then a 'non-person' phone with voice only is the alternative, with the addition of a voicemail box.

Can I have voicemail on a non-people phone

Both generic voicemail boxes (with notifications sent to a generic email address) or personal voicemail boxes (with notifications sent to a personal email account) is possible in Chorus, however both will be charged as a full Chorus account as they use a voicemail licence.  It is not possible to have an personal email address on more than one account.

Is there a difference between a phone used with a Chorus UC account and and a 'non-person' phone

Not if only a desk phone is used.  Chorus UC accounts can use the web portal to access UC functionality, use a soft phone, conferencing and web collaboration and voicemail. A non-person phone can have voicemail (see above) so basic telephony and voicemail is the same.

Phones

Can you have two phones ringing/dialling on the same extension?

Yes - although you will need to contact the service desk to get the second phone set up. Both phones will ring at once - it isn't possible to have a time delay between both numbers ringing.

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Written by IT Services. Latest revision 11 May 2018