The main College number is (201) 684-7500 which is answered by an automated attendant.
A listing of the “Automated Attendant Tree” is available athttp://telecomm.ramapo.edu/phonetree.html. A “Tipsheet” for voicemail features within the system can be found at http://telecomm.ramapo.edu/tipsandshortcuts.html. The On-Line Phone Directory listing is available at https://www.ramapo.edu/about/phone/ Please ensure that there is an individual staffing the extension listed for your department at all times during normal and/or publicized business hours. These extensions should also be checked frequently each day for any voice mail left on them. Those individuals responsible for incoming calls to the unit should understand the importance of extending a courteous and helpful response to callers. In some cases, that “voice” may be the caller’s first experience with Ramapo College of New Jersey, and, as we all know, first impressions are critical. Please record an “out-of-the-office” message on your extension if you plan to be away for more than a day with instructions to callers on whom else to call for assistance. Faculty and staff should provide direct-dial numbers to their audiences whenever possible. Please check the name recorded on the automated phone directory system, which should identify either the individual or the unit reached. To check how individuals are able to access you via your name, please dial “0” and press a few letters of your last name when prompted. The more letters entered, the shorter the list of possibilities becomes. If you identify a problem, please contact Seamus Doran at firstname.lastname@example.org To make a change to the name or response, dial 7500, 31 for user options, and then 5. Follow the system prompting to complete the changes. Instructions on how to access features of the voicemail system relating to message retrieval, call transfers and the dial-by-name menu are found on the web at http://telecomm.ramapo.edu under the voicemail heading. Questions or concerns regarding the technical aspects of using the system should be directed to Telecommunications, Seamus Doran (email@example.com). Concerns regarding the order of the telephone tree or the extensions listed or other general concerns should be directed to the Unit Head and by the Unit Head to the Director of People Operations and Employee Resources Department (POERD). I. Telephone Usage The telephone is one of the most important tools in the operation of the College. Since each telephone has its own number, bills will be generated by computer and will list all calls made from each instrument. A process has been set up to monitor these phone bills for cost analysis and to assure that only authorized calls are being made. College telephones are for use in conducting official business and should not be tied up for matters relating to personal business. However, occasionally, when personal telephone calls are necessary, they should be kept as brief as possible. At no time may long distance calls or toll calls of a personal nature be made at the College’s expense. Such calls should be charged to personal calling/credit cards. Please see the Responsible Use of Electronic Communications Policy. A. Telephone Courtesy: Tact and courtesy in handling telephone contacts are of vital importance to the College’s public relations. The telephone should be answered promptly, and on the first ring whenever possible. The person who answers the telephone should identify his/her office and him/herself immediately and courteously. If a message is being taken from a caller, all data should be recorded for the individual concerned. If the call is being transferred, remain on the line with the caller until the appropriate party is reached. B. Coverage of Telephone Units: Never leave office phones unattended. Always be sure that someone from your unit is there to answer a call. Voice mail should not be used as a substitute for staff coverage of telephones; rather, it should be considered a back-up for unavoidable times that you or other staff are unavailable.
II. Telephone Instructions
A. Intra-College Calls Dial: Four digit number. B. Calls to 201 Area: Dial: 9 1 201 seven digit number. C. Calls to other Areas: Dial: 9 1 Area Code seven digit number D. Incoming Calls: When giving your telephone number to individuals off campus, please give your direct dial number, i.e., (201) 684-xxxx, so that people may reach you directly and not go through the main menu. E. Directory Assistance: 201 Area: Please be aware that “411” calls are charged to the College. Please consult with telephone directories located in the reception area of the People Operations and Employee Resources Department (POERD). Dial 9 411. Other Areas: Dial 9 1 area code 555-1212 F. Wrong Numbers: If you are dialing a number yourself and complete a call to a wrong number, please ask the telephone company operator for a credit (dial “9” then “0”). G. Collect Calls/Third Party Billing: There are to be no collect calls accepted on College telephones, and no third party billing will be accepted by the College. H. Correction to On-Line Directory: Each unit should have an individual responsible to update directory information such as phone extensions, e-mail addresses and room numbers (normally the Unit Secretary). Newly hired employees and separated employees will be listed or deleted in the directory by People Operations and Employee Resources Department (POERD). If you have any questions or need help in changing directory information, please firstname.lastname@example.org I. Emergency Closings: In the event of inclement weather, the President will determine whether the campus will be closed or remain open, whether classes will be cancelled or delayed in starting, and when there may be an early closing. The appropriate information will be recorded on the College closings/special announcement number, (201) 236-2902. J. Telephone Security: Prevent unauthorized use of your telephone, i.e., keep office doors locked when you are away. As stated previously, calls will be monitored from each telephone instrument by a computer system. Therefore, all employees should be able to identify all calls transacted from their telephone instruments.
III. Voicemail System Instructions
A. Accessing voicemail from your office extension
- Dial 7500
- Dial your mailbox number (same as extension when prompted by the system
- Enter your security code when prompted
B. Accessing voicemail from within Ramapo from another extension
- Dial 7500
- When asked to enter your security code, dial in succession *##
- Dial your mailbox number (same as your extension) when prompted by the system
- Enter your security code when prompted
C. Accessing voicemail from outside Ramapo
- Dial the voicemail access number, (201) 684-7500
- When you hear the main greeting, dial ## when prompted to enter an extension
- Dial your mailbox number (same as extension) when prompted by the system
- Enter your security code when prompted
D. Transfer callers directly to voicemail To transfer callers directly to voicemail from your extension instead of allowing a phone to ring:
- From a digital phone, press FLASH, From a single line phone, press the hook switch, similar to call-waiting at home, to get a dial tone.
- Dial 7500
- The College’s department menu will play, at which time dial # and the extension of the voicemail to transfer to.
- Hang-up to complete the call transfer
E. Transfer to an extension while in the voicemail system To transfer to an extension while in the voicemail system without hanging up and calling back:
- While in the system, dial * until the College’s department menu plays
- Once here, dial #9 and the extension to transfer to.
- The system will begin playing the Message-on-Hold recording until the system connects the call.
F. Access messages from off-campus
- Dial (201) 684-7500
- The College’s main greeting will play, at which time dial ## to access the voicemail system for message retrieval.
- The system will prompt you to enter a mailbox number, dial your extension.
- The system will prompt you to enter your security code.
- Follow system prompting as you would from your office.
G. Recording a new greeting
- Dial 7500
- Dial 31 to access User Option (Phone Manager)
- Press 3 to change your greeting(s).
- Press 5 to re-record your name.
- Press 4 to change your security code
The system will provide detailed instructions to complete each.
IV. Telephone Features
A. Transferring Calls: To transfer a call to another internal station: Depress Flash (or the hook switch on single-line phones); Listen for tone; Dial desired number; Announce call; hang up Call is now transferred B. Call Pick-Up: To answer a ringing telephone in your work group, depress the Group Pick-Up button on you phone. Only members of your assigned pick-up group can intercept calls for other group members. To add more extensions to you assigned pick-up, please contact Telecommunications at email@example.com or extension 4700 For non-digital phones, dial *4 to answer another ringing station. C. Call Hold: Call hold allows you to place a call on hold at your instrument. If you have a single-line phone (no date/time display), when you place a call on hold your line remains free enabling you to place or receive another call. If you have multi-line instrument, when you place a call on hold, it is held on that line and no other calls can be placed or received on that line. To enable you to use the line, consider using “Park” (see D below). 1. For single-line phones: While a call is being held on your single-line station, you may still originate, receive, and transfer calls.
2. For Multi-line phones:
To place a call on hold: Ask party to wait; Depress Flash (or hook switch) Dial *1; Hang Up.
To return to a call on hold: Lift the handset; Listen for dial tone; Dial 1; You are now reconnected to party.
While a call is being held on your multi-line station, no other call can be placed or received on that line.
D. To Park a Call (digital phones only):
To place a call on hold: Depress hold button; Hang up.
To return to a call on hold: Lift handset; Depress line button where call is holding; You are now reconnected to party.
The Park feature allows you to place a call on hold and leave your line free to receive other calls or make an outgoing call. (“Hold” does not allow for this if you have a multi-line phone.) If you are talking with someone and you want to place a call on hold and continue your conversation at another location, you may PARK the call and reconnect from a new location.
E. Three-Party Conference:
To Park a call: Depress Park; Listen for dial tone; Dial your station number; Hang up.
To reconnect to the parked call from any location: Depress Park; Listen for dial tone; Dial your station number; Call is reconnected.
While engaged in a two-way conversation, you may add one additional internal or external party to your conversation. On an external call, you must press “Flash” twice to reconnect to the original party. For single-line phones AND multi-line phones: To add another party:
Ask party to wait; Depress Flash (or the hook switch on single-line phones); Listen for dial tone; Announce call privately; Depress Flash again (once for an external call); A three-way conference is now established. To reconnect to the original party:
(in the case of a dialing error, or the station you are calling is busy or does not answer): Depress Flash; You are now reconnected to the original party. F. Call Forwarding
This feature permits you to divert all or some of the calls directed to your line to another station. Each call may be forwarded a maximum of two times. When Call Forwarding is cancelled, the destination reverts back to what was initially programmed. If a system power failure occurs, Call Forwarding must be re-established after the power is returned. If your telephone does not have a Call Forward button, please call Telecommunications at extension 4700, for assistance. 1. Call Forwarding for single-line phones: Cancel Fixed Forward first:
Lift handset; Listen for dial tone; Dial #3; Listen for success tone; Hang up. To initiate Flexible Forward:
Lift handset; Listen for dial tone; Dial *3; Dial Condition Code; Dial Station number – where your calls will go; Listen for success tone; Hang up. To cancel the Flexible Forward:
Lift handset; Listen for dial tone; Dial *3; Listen for success tone; Hang up. After Flexible Forward is cancelled you must also:
Lift handset; Listen for dial tone; Dial 3 3; Listen for success tone: Hang up. 2. Call Forwarding for multi-line phones:
Lift receiver; Depress Forward button (display reads FORWARD ALL CALLS) Dial 4-digit station number to which you want calls forwarded; Listen for confirmation tone; Hang up; Forward light will remain on. 3. To cancel Call Forwarding:
Lift handset; Depress Forward button (display reads CANCELLED); You will hear a confirmation tone; Hang up. G. Time and Date:
This information is programmed system-wide by CCIS H. Additional Information:
For information regarding additional telephone features, refer to the Telephone Services
section of the Telecomm webpage