Avaya Office Phones

Ordering New Phone Service

Phone requests may take up to 5 business days to complete.

  1. Complete the Voice Service Order (VSO) form. For help submitting an order, contact the Service Center at help.georgetown.edu. 
  2. Provide a cost center for charges along with an authorized signature.

Disconnecting Phone Service

Disconnections take up to 24 hours to complete.

  1. Complete the Voice Service Order (VSO) form. For help submitting an order, contact the Service Center at help.georgetown.edu.
  2. Provide a cost center for charges along with an authorized signature.
  3. Fax the VSO to UIS Customer Service at 687-1991.

Changing Your Voicemail Password

Changing your voicemail PIN (password) from the Web

  1. Visit the Voicemail PIN Change Request page, https://netid-mgmt.georgetown.edu/VoiceMail/Reset.
  2. Log in with your NetID and NetID password.
  3. Verify that the following information for your account is correct:
    • Display name
    • Extensions
    • Email address

      Important:  If any of these items is incorrect, you will need to complete the VSO (Voice Service Order) Form to correct this information; your account information must be corrected before you can reset your PIN. 


      Email the completed VSO to the Service Center at help@georgetown.edu. In your email to the Service Center, please specify that you were unable to reset your voicemail PIN from the portal because of incorrect account information, and include what the correct information should be.
  4. If all your account information is correct, enter a new 4- to 6-digit PIN, and then click Submit. 
  5. You should see the message Your Voicemail pin has been successfully changed.

Changing your voicemail PIN (password) from a phone (landline or mobile device)

  1. Dial 202-687-8255.
  2. Press 4 for Setup Options.

    (Note If you don’t know your current password, contact the Service Center by going to help.georgetown.edu).

  3. Press 3 for Preferences.
  4. Press 1 to change your PIN.
  5. Enter your new PIN (must be at least 4 digits) and then press the # key.
  6. Enter your new PIN again, and then press the # key.

Shared Costs

The Pinnacle Telecommunications Management System is the application used to review GU monthly telecommunication bills. Please contact Billing Services (202-687-3607; uisbilling@georgetown.edu) for Pinnacle access. 

Table 1: Pinnacle Telecommunications Management System Shared Costs
Set/ServiceMonthly Recovery ChargeMonthly Line ChargeTotal Monthly ChargeOne-Time ChargeComments
2500 Desk Set0.2529.3529.6000
2554 Desk Set0.2529.3529.6000
9408D5.9429.3535.290Will replace 1408D and 1416D
Unity Voicemail00.960.9600
Line only (i.e., fax)029.3529.3500
Cable TV035.0035.0000

Forwarding (Avaya Phones)

Call forwarding temporarily forwards all your calls to another extension of your choice. This extension can be a receptionist, some other individual taking your calls, or a phone line where you will be for a period of time. This feature can be used when you will be away from your phone and want your calls to be forwarded to a specific place. 

If the call isn’t answered at the forwarded-to number, it will revert back to your programmed call coverage path. Always let the person who will be receiving your calls know that you have forwarded your line to their extension. 

To Activate the Call Forwarding/Busy/Don’t Answer Feature

Note: The steps below are for Avaya phones.

  1. Lift the handset and listen for a dial tone.
  2. Dial *2. You will then hear the dial tone again.
  3. Dial 9+1+area code+telephone number (e.g., 9-1-703-123-4567).
  4. Listen for the confirmation tone.
  5. Hang up.

To Cancel Call Forwarding

  1. Lift the receiver and listen for a dial tone.
  2. Press # 2.
  3. You will hear a confirmation tone.
  4. Hang up.

Call Pickup

The call pickup feature lets you answer a call at your phone for another extension within your pickup group. Use this feature when you wish to handle a call for a group member who is absent or otherwise unable to answer their line. 
Note: You can only use this feature if you and the called party have been assigned to the same pickup group by the UIS Service Center.

To Answer a Call Within Your Pickup Group When Your Phone is Idle

For multi-line sets

  1. Lift the handset and listen for a dial tone.
  2. Press the call pickup button or dial code # 4.

To Answer a Call Within Your Pickup Group While on Another Call

For multi-line sets 

  1. Put the current call on hold.
  2. Press the call pickup button and you will be connected with the picked-up call.
  3. To return to original call on hold, just press the extension button with the flashing red light.

Conference Calls

The conference feature allows you to add additional parties to a call so you may conduct a telephone conference. Use this feature to include others in a discussion. For single line sets conferencing is limited to 3 callers. Multi-line users may have up to a six-way conference. Two of the participants in a conference call can be at outside numbers. 

To Add a Third Party to a Call on Multi-Line Sets

  1. Press the Conference button.
  2. Dial the desired party.
  3. Once the party has answered, press the Conference button again.
  4. Repeat steps 1-3 for additional conference connections. Multi-line set users can conference up to six calls at one time.

To Drop a Party on Multi-Line Sets

Pressing the DROP button will disconnect the parties on the call in reverse order. In other words, the last party to join the call will be the first call dropped if the DROP button is utilized.

Participants who have called into the conference can end the call themselves by hanging up.

Send All Calls (SAC)

This feature temporarily sends all of your calls to the extension of the person or voicemail designated to answer them when you are unavailable. Use this feature when you will be away from your desk or when you do not wish to be interrupted by phone calls. 
The feature buttons can be programmed to activate this feature and they are often labeled “Send All Calls” or “SAC.” Many extensions are programmed so that the user’s Audix voicemail box is the send all calls coverage point. 
To have a coverage point assigned or a feature button programmed, contact the Service Center at help.georgetown.edu. 

To Send all Incoming Calls Immediately to Your Coverage Point

  1. Lift the handset.
  2. Dial * 3. You will hear the confirmation tone.
  3. If a call is placed to your extension, you may hear a quick half-ring, indicating that the call has gone to coverage.

To Cancel Send All Calls

  1. Lift handset.
  2. Dial # 3. You will hear the confirmation tone.

To Transfer to the Called Party’s Voicemail a Call that Has Come to you Via Call Coverage
For single-line sets

  1. Press R or press the switch hook. Listen for the dial tone.
  2. Dial # 0. Hang up and the call is sent to Audix.

For multi-line sets

  1. Press the Transfer button.
  2. Dial # 0.
  3. Press Transfer again.

Transferring Calls

The transfer function switches a call from your phone to another extension. Use this feature when you wish to connect a party to someone better qualified to handle the call or when your caller needs to speak further with someone else at another extension. 

To Send Your Present Call to Another Extension on Single-Line Sets

  1. Press the R button or tap the switch hook. You will hear a double beep indicating that the present call has been placed on hold.
  2. Dial the extension or the number to which the call is to be transferred.
  3. You will hear the ringback tone. You may remain on the line and announce the call if you desire. (If the number is busy, press the R button or tap the switch hook to reconnect to the original call.)
  4. Hang up.

To Send Your Present Call to Another Extension on Multi-Line Sets

  1. Press the Transfer button.
  2. Dial the extension to which you are transferring; wait for ringback; announce the call if desired.
  3. Press Transfer again.
  4. Hang up.
  5. Verify that the appearance holding the call to be transferred goes dark upon successful transfer.

Note: If there is no answer at the forwarding extension or if the number dialed is busy, retrieve the held call by pressing the line button for the call on hold.

Voicemail Instructions

The Cisco Unity voicemail system enables Georgetown students and employees to receive voicemail messages from anywhere, as well as to send voice messages to one or several recipients within Georgetown. You can access your voicemail messages from any telephone (on-campus or off-campus, local or long distance).
To access the Cisco Unity voicemail system, dial (202) 687-8255 (7TALK).

Voicemail Setup Instructions

If this is your first time accessing the Cisco Unity voicemail system, you will need to set up your voicemail. The system will prompt you with instructions for the following steps in setting up your voicemail:

  1. ID: Enter your five-digit extension (for example, 7-xxxx), and then press the # key. If you are calling from your extension, the system will recognize your extension and immediately prompt you for your PIN. To return to the previous prompt to enter a different extension, press *.
  2. PIN: Enter your PIN. If the system does not accept your PIN, enter the default PIN 123456 then press the # key.
  3. Name: Record your name and then press the # key.
  4. Greeting: Record a personal greeting or use the system greeting.
  5. Reset PIN: If you entered the default PIN, the system will prompt you to change your PIN to at least a four-digit number.

Getting Help

To request new voicemail services, reset your voicemail PIN, or for general assistance, please contact the Service Center by going to help.georgetown.edu, or submit your request using the Voice Service Order (VSO) form.