Phone Announcements & Updates

Intermittent Campus Telephone Outages - June 12 from 6 -11 PM (5 June 2014)
Implementation of new Voice Directory (9 December 2013)
Telephone System Maintenance Nov. 27-28, 2012 (19 November 2012)
Issues Receiving Phone Calls Through WPI’s Main Line - Resolved (14 February 2011)
IP Phone Services at Gateway Park and 85 Prescott Street – Restored following service disruptions (22 October 2010)

Intermittent Campus Telephone Outages - June 12 from 6 -11 PM
Posted 5 June 2014 by CCC Helpdesk
When? Thursday, June 12, 2014 beginning at 6:00 PM EDT
How long? Approximately 5 hours
Why? Required software patches will be applied to the campus telephone system. Individual campus phones will be impacted for brief periods of time during the defined maintenance window.
Groups Affected Faculty, Staff, and Students
Impact Intermittent telephone outages are expected for all campus phone extensions and the main campus line: (508)831-5000.

Primary impact is expected between 6:00 – 7:00 pm. During this time the following services are likely to be impacted:
  • Incoming external calls and outgoing external calls

  • Internal calls (extension to extension)

  • All campus phone sets, IP phones, and lines

  • Calls to the main line at (508) 831-5000
  • Emergency blue-light phones
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
To maintain stability and performance over time, required software patches must be applied to the telephone system. This patch update will eliminate bugs and ensure the system is version-current.

Temporary call blockage should be expected intermittently on Thursday, June 12th between 6:00 PM and 7:00 PM.

  • All incoming external calls and outgoing external calls

  • All internal calls (extension to extension)

  • All campus phone sets, IP phones, and lines will be affected during this time, including the main line at (508) 831-5000

  • Emergency blue-light Phones

In the event of an emergency, use your personal cell phone to dial 911 for the Worcester Police Department or call (508) 754-1889 for WPI Police.

After 7:00 PM, outages are not anticipated; there is a slight possibility of intermittent phone service interruption through 11:00 PM.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to ensure the stability and performance the systems we support.

Implementation of new Voice Directory
Posted 9 December 2013 by CCC Helpdesk
When? December 2, 2013
How long? Permanent
Why? Implementation of new Voice Directory configured in collaboration with an industry specialist, Marketing and Communications, and IT to incorporate educational best practices
Groups Affected Users of the WPI Telephone system
Impact Changes to the WPI telephone menu options and new voice directory. See details.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
To prepare the phone and email systems for future enhancements and to improve the experience for external callers, on December 2, 2013 IT staff made changes to the WPI telephone menu options and new voice directory. The new voice directory was implemented and configured in collaboration with an industry specialist, Marketing and Communications, and Information Technology to incorporate educational best practices.

We have worked to configure names and departments from the Telecommunications records, but some entries may need further tweaking so as not to experience difficulties. We recommend:

  • If you go by a nickname or have a name that is difficult to pronounce, call extension 5000 and try to find your name using the option to search the voice directory.

  • Include your extension in all outgoing email communications so that the internal and external community can locate you by phone.


If you have any problems, please contact the Helpdesk by phone at 508-831-5888 or by email at helpdesk@wpi.edu with a description of the problem and the extension you are trying to reach.

Dialing zero from an on-campus line connects to the voice directory.
Dialing 508-831-5000 presents these menu options:

  • Press # to dial an extension

  • Press 1 for the voice directory

  • Press 2 for Admissions

  • Press 3 for Financial Aid

  • Press 4 for the Office of the Registrar

  • Press 5 for directions and parking on campus

    • Press 1 for directions from the east

    • Press 2 for directions from the north

    • Press 3 for directions from the south or west

  • Press 6 for the Sports and Recreation Center

  • Press 7 for Campus Police

  • Press 0 (zero) for an IT representative during business hours


Again, please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process. Thank you for your patience and cooperation as we work to improve the systems we support.



Telephone System Maintenance Nov. 27-28, 2012
Posted 19 November 2012 by CCC Helpdesk
When? November 27th and 28th, 2012 6:00 PM EST
How long? 4 hours each day
Why? To improve and expand the telephone system.
Groups Affected Faculty, Staff, and Students
Impact Interruptions in telephone service at various locations on campus, see details.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are required to make several configuration changes to the components of the WPI telephone system. Services will be unavailable while the configuration changes are being made.

On Tuesday, November 27 starting at 6:00 pm, there will be short interruptions in service or reboots of IP telephone sets. Starting at 8:00 pm voice mail and the Help Desk call center phones will be unavailable.

On Wednesday, November 28 starting at 6:00 pm there will be short interruptions in service for the automated attendant (508-831-5000), voice mail and telephones located in the Recreation Center, 157 West Street (Student Development and Counseling Center), Lee Street, 85 Prescott Street, 60 Prescott Street (Gateway Park 1), and 50 Prescott St (Gateway Park 2).

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Issues Receiving Phone Calls Through WPI’s Main Line - Resolved
Posted 14 February 2011 by CCC Helpdesk
When? The morning of February 14, 2011 at approximately 9:45 am (EST) calls to WPI’s external phone number (508)831-5000 or internal extension 5000 were not answered by the auto-attendant, only a busy signal was heard.
How long? Approximately 19 minutes.
Why? Unknown at this time. WPI IT is working to determine the cause.
Groups Affected All callers to WPI's main phone number.
Impact Incoming calls to WPI were not routed to internal phone extensions.
As of this posting, the auto-attendant is functioning properly.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As of 10:04 am (EST) on February 14, 2011, auto-attendant services were restored. WPI IT continues to work to determine a cause and implement a solution to prevent further issues.

We apologize for the inconvenience this unplanned service disruption has caused. We appreciate your understanding as we work to resolve these issues.


IP Phone Services at Gateway Park and 85 Prescott Street – Restored following service disruptions
Posted 22 October 2010 by CCC Helpdesk
When? IP phone services at 85 Prescott Street were restored around 7:15 a.m. this morning following a brief service disruption of less than 15 minutes.
IP phone services at Gateway Park were restored around 10:45 a.m. this morning following a service disruption that began earlier this morning.
How long?
Why? Efforts were made to restore services in each location as soon as possible.
Groups Affected
Impact Gateway Park and 85 Prescott Street occupants with IP phones were unable to receive calls during the service disruption.

Callers trying to reach affected occupants during these disruptions would not have been connected to their party.

Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
IP Phone service to Gateway Park and 85 Prescott Street was restored as soon as possible after each service disruption was identified.

Services should be working normally at this point, but any residual problems should be reported to the Helpdesk.

We apologize for the inconvenience these disruptions may have caused.

Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


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Last modified: Feb 25, 2005, 16:43 EST
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