18 articles Phones and Voicemail

ACD Reporting & Re-Skilling

Reporting (CUIC) – (Cisco Unified Intelligence Center) Over a hundred different real time and historical reports can be accessed and generated using Cisco’s web based reporting tool CUIC. To Access the reporting tool click on this link CUIC. OIT must provision access rights to users who run reports in CUIC.   Call traffic peg counts…

Voice Mail Instructions (End Users)

Duke’s centralized voicemail system (Cisco Unity) allows callers to record, receive, listen to and forward voice mail messages from their VoIP phones. Users can access voicemail remotely by dialing 919-613-6245 (MAIL). The default PIN code for all new voice mail boxes is “147852” followed by the “#” sign. See PDF attachment below for Unity Voice Mail…

Request Voice Mail Box

Message Taking Voice Mail The standard Cisco Unity voice mail box is configured to take messages from a designated seven digit phone number from Duke’s Cisco Call Manager. Normal voice mail service forwards to voice mail after four unanswered rings Users record their own custom greetings and determine which message is played to the callers (internal…

Reassign Phone (Telephone Display Name/Voice Mail Box)

Caller ID – Name Change When employees change positions, leave Duke or take on other responsibilities the internal caller ID may need to be changed on the telephone and or within Unity voice mail. Phone To change the caller ID name that displays for calls placed within the Duke phone system, please submit a ticket to…

International Dialing Instructions

International CallingDuke offers faculty and staff the ability to place international calls for business purposes. If you don’t find the information you need below, contact the OIT Service Desk at 919-684-2200 menu option #4. To place an international call; dial 011 + the country code + the phone number you are trying to reach. AT&T’s International Dialing Guide…