Chorus FAQs for ITSS and administrators

Please also see FAQs for users.

There are multiple options available to users and teams for flexible working on Chorus. Please refer to our Business Continuity page for further details.

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You should purchase phones listed on the Supported Devices page as they are the only ones supported.

5. The second and subsequent phones deployed will display an RA2 error, which you can fix in phoneman. All the phones will ring at once - it isn't possible to have a time delay between the phones ringing.

Very occasionally, phones in the process of applying a firmware upgrade will get stuck in boot mode.  This usually happens if the phone is disconnected when the display shows a 'do not touch' symbol: a finger with a cross through it.

These can be rectifed by the Chorus team (see 1. below) or by local ITSS (see 2. below) if they have the available equipment.

1. Chorus Team

Please raise an incident by emailing and at the same time, send the phone back with the incident number on the box to:

Chorus Team
Dartington House

University Offices,

Wellington Square,


In the incident please specify:

  • A return address
  • Whether an extension number needs to be programmed onto the device before return.
  • Whether a divert to another extension (please specify extension number) is required while the issue is being resolved.

2.  Local ITSS

If the IT department in your unit has access to an unmanaged switch* that can be set up distinct from the Chorus network, follow these instructions.

Faults can be reported by calling the IT Service Desk on 01865 612345, or by emailing the Chorus team. Please provide the faulty extension, any error codes which appear on your phone's screen, and the nature of the fault.

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You can use fax to email or email to fax.  If you require a physical fax machine, order a Mediatrix ATA via the supported devices page.

PDQ terminals which send data over the University network and use end-to-end encryption technology, or those which use the mobile telephone network to communicate, are unaffected by Chorus and can continue to be used exactly as they are now. 
Analogue PDQ terminals do not comply with PCI-DSS rules if their calls are routed over VoIP networks. You will not be PCI-DSS compliant if you use analogue devices that will send data across the Chorus network. This includes using analogue convertors (Mediatrix) or Chorus analogue lines on branches (OSBs). Please refer to the University's card data security guidance:
Colleges should contact their banks with regard to changing equipment while departments should contact
Where payments are taken by phone you must let the Chorus team know so that they can encrypt calls to and from that extension.  This only encrypts the parts of the call which traverse the University’s networks – not where they cross any part of the public internet – but it will ensure that the transaction has improved security.
You will also need to adhere to data-protection rules regarding customers’ card details.  This would include, for example, not recording any part of a call that includes reading out a card number, by either party.

Yes, this is called a hotdial number.  If you want the call to go to a number if the caller does not call a number in a specified time, this is a warmdial number.  Please email the Chorus team to request.

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You can find Frodo and subnet information here, and network configuration information here.  Note - Frodo and network configuration pages are behind SSO and held on sharepoint respectively.  If you have trouble accessing these, please email the Chorus team.

Emergency calls (to 999 and 112) from a Chorus desk telephone send a special caller-ID telephone number, instead of the normal one. One such emergencies-only number is allocated to each building, selected based on the site-specific IP address allocated to the telephones. The emergency services have been told which emergency-only caller ID number corresponds to which building. This allows them to arrive at the correct place even if the call is cut off or the caller is incapacitated.

Therefore the Chorus network should not be trunked across the backbone or taken between separate buildings over fibre or copper connections: to do so would mean that telephones’ locations would be misreported, sending emergency crews to the wrong place. 

It is the responsibility of the owner of each network to comply with this recommendation.

Calls to the emergency services made from a soft phone cannot have their location identified in this way: the IP address allocated to your laptop, smartphone, or other device may not even be University-managed, particularly when using Wi-Fi. These will still be sent to emergency services, but will be tagged with a DDI number associated to Security Services as we do not know where they are. The caller can provide location details direct to the emergency services -if they are unable to speak to the emergency services and emergency services ring back, they will be answered by Security Services who will have some knowledge of the call from the alarm report.

There have also been phone faults where DHCP packets have not been sent back to the correct phone due to the Chorus network being trunked to an annex.

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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

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.

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 optional addition of a voicemail box.

Get support

Local IT support provide your first line of on-the-spot help



Common requests and fault reports can be logged using self-service




The central Service Desk is available 24x7 on +44 1865 6 12345


If you do not have an SSO account you can use this form to contact the Service Desk