Frequently Asked Questions
After listening to a voice mail message on my phone, how can I forward that message to a co-worker?
Answer: While the message is playing or when it ends, say “Forward to [first name, last name]”, then hang up or wait for more options.
How do I make a long distance call using my soft phone (Lync client)?
Answer: In the Search field, using your keyboard, enter a domestic long distance number or 011 followed by an international long distance number and press <return>
I am now using my new Lync phone. I just remembered there is a voice mail message on my old phone that I need. Is it possible to access my old voice mail box?
Answer: Yes. Your old voice mail box can be accessed for up to 72 hours after receiving your Lync phone. To access your old voice mail box, call the appropriate voice mail access number, enter your extension and follow the prompts. If you used a Rolm phone, dial x38400. If you used an IP phone, dial x29400. For help using the old voice mail system, see UIT documents: UH Voice Messaging for ROLM Phones Quick Check and UH Voice Messaging for Cisco IP Phones Quick Check.
How do I transfer a call to a voice mailbox?
Answer: In the Conversation Window of your soft phone, click the Transfer button and select Another Person or Number. A window appears listing your Contacts. Hover over the Contact to whom you want to transfer the call. Click the down arrow located next to the Call button. Select Voice Mail from the drop-down menu.
How can I add a long distance number to a conference call on my CX600?
Answer: Adding a person with a long distance number to a conference call must be done by making a separate call, and then merging the two calls together. To add a long distance number to a conference call:
- Press Menu and select New Call. Your current call is put on Hold.
- Dial a long distance number or select a Contact.
- Wait for the beep, and then enter your long distance code.
- With the new call on your phone, press Menu and select Merge Calls.
How can I add a long distance number to a conference call using my soft phone?
Answer: Adding a person with a long distance number to a conference call must be done by making a separate call, and then merging the two conversations together. To add a long distance number to a conference call:
- Dial a long distance number or select a Contact. Your current call is put on Hold.
- Wait for the beep, and then enter your long distance code.
- In the Conversation Window of the new call, click People Options for Windows or Options for Macintosh.
- From the drop-down menu that appears, select the conversation that you want the call to merge into.
How do I transfer a call on my CX300 phone?
Answer: You must use your soft phone (or Lync client) to transfer a call. In the Conversation Window, click the Transfer button (shown below). Select the desired Transfer option from the drop-down menu.
How do I update the Contact information for a non-UH personal contact in Lync?
Answer: It is not possible to update Contact information using only Lync, you must also use Outlook. In Lync, right-click on the Contact you want to update and select Add to Outlook from the menu. An Outlook Contact Card appears with the Contact’s information. Using the Outlook Contact Card, add a name for the Contact or update other information. Click Save & Close. Exit and restart Lync to see the updated Contact information.
Why has the voice mail message waiting indicator on my CX600 phone stopped working after working fine for months?
Answer: When you change your CougarNet password, it takes time for your phone to sync with your Exchange account. To immediately sync your phone with your Exchange account, press the Menu button and select Switch User. When asked if you want to sign-out of the phone, choose Yes. A Lync dialog box appears on your computer monitor requesting your CougarNet password. Enter your CougarNet password in the field provided. Your computer signs you in to your phone.
How can I copy my Outlook Contacts to Lync?
Answer: It is not possible to copy Contacts from Outlook to Lync. To add an Outlook Contact to Lync, using your hard phone or soft phone (client software), search for the name of the person you want to add to Lync. Lync will search your Outlook Contacts. Mac users must use their soft phone to search Outlook Contacts. When the Contact’s name appears, add the person to your Lync Contacts. Consult the appropriate user guide at www.uh.edu/infotech/services/lync/lync-training/index.php for instructions on how to search for a Contact and how to add a Contact to Lync.
How is Lync different from my existing phone service?
Answer: The unified communications system provided by Microsoft Lync utilizes the Internet as the transmission medium via an infrastructure of hardware, software and high-speed fiber optic cabling. The prior system was a voice-only Private Branch Exchange (PBX) telecommunications system that utilized a copper cabling infrastructure.
Will we continue to be billed for phone service?
Answer: By migrating from the ROLM system, UIT will eliminate billed phone service and will replace each existing ROLM phone with a Lync hard phone or Lync soft phone with a headset at no cost.
How can I learn more about how to use Lync?
Answer: Visit our training page to view user guides and video tutorials.
What will happen to the old Cisco and Rolm phones?
Answer: UIT has contracted through the Property Management Division with an outside vendor to dispose of the phones in a responsible manner.
What exactly is a soft phone?
Answer: A soft phone is the Lync client software.
What are the main differences between each of the available desk phones?
Answer: Please see our comprehensive Lync Phone Matrix for a comparison of Lync phones.
Why am I unable to send a long distance fax since our campus started using Lync?
Answer: The relocation of analog phone lines from the University Center Underground has affected long distance faxing. When sending a long distance fax, press the <pause> button on your fax machine before entering your long distance code. Another method is to enter the number you are faxing to and press <dial>. After the fax machine dials the number, listen for a faint beep, and then enter your long distance code.
For Lync related questions or problems, send email to LyncSupport@uh.edu.