VoIP FAQ

Setup VoIP Voicemail

Select one:

 

What vendor was selected to provide UNB's VoIP solution?

After UNB's RFP (Request for Proposal) process, Bulletproof was the vendor selected to implement a Cisco VoIP solution. UNB will also be utilizing our upcoming connectEd Microsoft Exchange environment to provide our voicemail service.

Will my phone services change?

You will continue to receive all telephone services you currently receive. In fact, not only did ITS ensure UNB Fredericton's VoIP solution provides the same level of telephone service currently used, we also made sure you got some extra features that will be implemented right away and other neat options that will be available down the road once VoIP is fully implemented and integrated with UNB's new connectEd services for faculty and staff.

What are some of the services I will get with VoIP?

  • Integrated Voice & Email
    Although you will be able to access & manage your voice mail using your telephone, much like you do today, you will also be able to manage your messages from your email inbox.
  • UNB Phone Directory lookup
    VoIP phones will have a built-in interface enabling you to search and select numbers from the UNB phone directory.
  • Take Your Number Anywhere
    Much like a computer, a VoIP phone can be moved throughout campus and, once connected to UNB's network, is recognized and will ring when people call your number. Just plug your VoIP phone into the campus network and the UNB call manager will immediately send your calls to your VoIP phone, no matter where you are on campus.  This means if you move offices for an hour, a day, or permanently, you will receive calls to your phone number immediately and your faculty or department won’t be charged a penny.*
  • Other Basic Features
    VoIP offers the traditional features available with your current telephone service such as voice mail, 3-way conference calling, speed dialing, call forwarding, call waiting, caller ID, call return, caller ID block, and last number dial.

Will I need a new phone?

Yes. A VoIP phone uses different technology to relay voice through a network drop, not a traditional telephone drop. The cost of new phones has been factored into the VoIP project budget and will not be charged back to departments.**

What does a VoIP phone look like?

A basic VoIP phone typically looks and operates much like a standard desk phone. More advanced versions may also include video displays and cameras to allow for video calling as well. These are referred to as 'hard' phones.

Alternatively, software can be installed on a computer to enable telephone functionality and effectively transform that computer into a 'soft' phone. Of course, this is assuming you have a microphone and speakers or a headset connected.

Will every phone require a new network drop?

No. In most situations, the phone will plug into the network using an existing network drop and your computer will plug into the phone.

Will 911 still work?

Yes. All VoIP solutions support 911 services.

Why don't we just use Skype?

Unlike Skype, an enterprise VoIP solution runs over a controlled, secure network and provides:

  • support for 911 services
  • improved quality of service
  • higher level of security
  • standard business telecom features & functionality (e.g. auto attendant, voice messaging, call transfer)
  • the ability to integrate with other UNB enterprise productivity tools such as connectEd

Will VoIP eliminate long distance charges?

No. Our existing long distance rates will still apply.

What are the costs and savings associated with VoIP?

Monthly Cost per Single Telephone Line
New VoIP Cost Previous Aliant Cost Savings with VoIP
Years 0-6 $27.60 $32.51 $4.91
Year 7 + $23.40++ $32.51 $9.11
VoIP services include: single line, voicemail, integrated voice and email, basic features (caller ID, call forwarding, etc.).

Additional VoIP costs-savings details:

  • Not all current lines subscribe to voicemail, so overall savings will be slightly less when this is factored in; 65% of single lines currently have a voicemail subscription.
  • Long distance charges still apply.
  • A VoIP application can be installed on a computer, allowing users to use their laptop/desktop computer as their phone (with appropriate headset). Single line charges will apply.
  • Single line costs can change due to inflation, overhead costs, etc.
  • HST does not apply to services delivered internally.
  • A VoIP desk phone is a quarter to a third of the monthly cost of a cell/smart phone.
  • Move/Add/Change charges are largely eliminated.
  • First desk phone is provided at no additional cost.

 

*Assuming your new office is wired with an appropriate network drop.

**Choice of telephone will be limited to ITS-supported models.

++Capital costs no longer being recovered year 7 and on.

How do VoIP charges compare to Aliant's?

A comparison of VoIP charges vs Aliant's

Where can I view my new VoIP phone bill?

VoIP phone bills will continue to be located in eServices by going to:

  • myUNB Portal > Go to eServices > Telephone tab > Phone Bills

What will the new VoIP phone bills look like?

VoIP phone bills will be displayed the same way as your old Aliant bill. For most faculty and staff with basic VoIP telephone service, bills will be similar to the image below. Note: long distance charges still apply at UNB's previously negotiated Aliant rate. Please review your VoIP telephone bill and inform us as soon as possible if you notice any discrepancies so they can be corrected.

 VoIP phone bill example

Can the new VoIP phones accommodate individuals who are hearing impaired or have other special needs?

The VoIP team will discuss any special considerations with the department or individual to ensure they receive the proper VoIP telephone to accommodate their needs.

Will my VoIP phone continue to work during a network outage?

In the event of a network outage, your VoIP telephones will no longer work; however, ITS has been working hard to build redundancies within the UNB network to prevent network outages as much as possible.

Will my VoIP phone continue to work during a power outage?

Each building on campus is now equipped with a generator or Uninterrupted Power Supply (UPS) to ensure that VoIP telephones will continue to run for a period of time in the event of a power outage.

Are departments being charged for the new VoIP phones?

No. The cost of base model phones is covered by the project budget. If anyone in your department requires a speciality phone or additional accessories (e.g. headsets), a charge may apply.

Will headsets (wired and wireless) continue to work?

Yes, however adaptors may be necessary if you wish to use your existing head set. If preferred, new compatible VoIP headsets can also be ordered for you.

Will Fax lines be included in the migration?

Fax lines will not be included in the initial rollout of VoIP, however, they may be considered in the future.

Why am I required to provide my UNB login ID in preparation for VoIP?

Your UNB login ID is required to ensure our published phone directory information is consistent with the phone line set up in the VoIP system.

Will “Polycoms” (i.e. conference phones) continue to work after the migration to VoIP?

In some cases, a VoIP telephone may be able to replace a Polycom for conference calls. If you have a Polycom, please indicate this to the VoIP project team prior to your migration and an ITS representative will contact you to discuss available options.

Are there multiple lengths of cord available for the new VoIP phones?

Yes. If you require a long cord for your telephone, please let your departmental VoIP Proxy know.

Are wireless VoIP phones available?

There are no plans at present to support wireless VoIP technology on campus.

Will VoIP support the same telephone number with multiple locations?

We are certainly able to support access to the same VoIP telephone line from multiple telephones. For example, the ITS main line appears on the telephones of two individuals so they can share responsibility for answering it. For more information, please contact the VoIP team.

Is funding available if additional Network drops are required?

The answer will vary depending on the situation. In some situations, it may make sense to continue to pay Bell Aliant for the analog telephone line instead of funding installation of network drops. For more information, please email the hub audit team. 

Will personal contact lists be migrated to VoIP?

No. Unfortunately, there is no way to move your personal contacts to your new VoIP phone.

If desired, a personal directory feature can be requested on an individual basis allowing you to manually add and save personal contacts on your VoIP telephone. For more information, contact the VoIP team.

How do missed call notification emails work?

A notification of a missed call will be sent to you via email if a caller hears your voicemail pick up and they decide not to leave a message. If the caller hangs up the telephone before reaching your voicemail, you will not receive a missed call notification email.

For instructions on how to turn off missed call notification emails, see the VoIP How-To Instructions.

I still have questions, who do I contact?

 If you still have questions about the VoIP telephone system, please email the VoIP team.