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 the “Telcom-Voice-OIT” queue in Service Now and include the following information:

  • Ten digit phone number that user is requesting a name change on (i.e. 919-684-XXXX)
  • Users first and last name to change on the display. OIT can also display generic positions such as “Manager”, “Nurse”, “Professor” etc.
  • The system can accept up to (14) characters
  • Normal lead time to complete is one business day

Voice Mail (Unity)

Voice mail service is a separate system from the telephone switch. As such, the voice mail account is created using the employee’s name/NetID and must be changed. To change the voice mailbox account submit a ticket to the “Telcom-Voice-OIT” queue in Service Now and include the following information:

  • Ten digit phone number that user is requesting a name change on (i.e. 919-684-XXXX)
  • Users NetID. Also include users first and last name to insert or any nicknames. OIT can also display generic positions such as “Manager”, “Nurse”, “Professor” etc.
  • The system can accept up to (14) characters
  • Name changes within the voice mail system require that the existing mailbox be deleted before a new one can be built. Users will need to listen to and delete old messages before the mailbox is permeantly deleted as we are unable to move messages from one mailbox to another.
  • Normal lead time to complete is one business day