Service overview
ANNOUNCEMENT: Telephone Evolution Project
In accordance with McGill's Climate & Sustainability Strategy, McGill is moving to a new telephone system to reduce our environmental footprint related to our physical phone system.
We are transitioning to a softphone solution that enables user mobility, productivity and flexibility. Exceptionally, physical phones will still be available. Find additional details on the Telephone Evolution Project website.
- View the service description About: McGill's NEW Telephone System (Cisco and Webex)
Throughout the project, the information presented in this article is subject to change.
IT Services provides telephone services for the downtown campus, Macdonald campus, the Gault Estate (Mont St-Hilaire) and in McGill Residences.
Webex calling complements McGill’s existing communication tools, allowing employees to make audio and video calls to phone numbers both inside and outside McGill from virtually any internet-connected device (desktop, laptop, tablet or mobile).
When used on campus, audio and video data will be streamed across McGill's newly upgraded network, offering high speed and quality.
Basic features:
- Access to the service through a Cisco telephone set or the Webex software application
- Standard telephony features such as hold, transfer, conference and call forwarding
- "Single-number reach" feature allows you to set up additional numbers to receive calls; for example, when working remotely.
- View and listen to voice messages from Webex and Outlook.
- Place audio calls to external phone numbers within Canada and the continental United States (international calling available on request).
- Integration with the Webex desktop and mobile clients; ideal for organizing and participating in meetings, webinars and events.
- McGill's staff directory will be accessible from the physical phone and the Webex softphone app.
Features available on request:
- International overseas calling
- Multiple lines associated to one account (primarily for administrative assistants who take calls from multiple numbers for their department)
- Hunt groups and/or interactive voice response menus
Who can use it
Administrative staff and full-time instructors and lecturers, who require telephone service to conduct their work, are provided a phone number, and access to the Webex softphone application.
CAUTION:
A McGill phone number should only be assigned to those who require phone service for their position.
During the transition from McGill's legacy system, physical phones will be replaced, for those who need them, on a per-building basis.
Physical phones that are not associated with an individual can be provided in areas where a shared phone is needed, such as classrooms, conference rooms and reception areas.
How to request & access the service
NOTE: We are currently transitioning departments to the new Cisco phone service, building-by-building.
Once your department has been migrated to the new system, the Telephone Coordinator may make the following requests:
- New Cisco account (assigns a new telephone number to an individual)
- Add, modify, remove features (e.g., international calling, shared departmental line, etc.)
- Advanced Telephony Features (e.g., Hunt groups or IVR menus)
Employees must contact their Telephone Coordinators, who will make the request on their behalf.
Initial replacement of legacy phones will be covered by the project. After the migration, departments will be responsible for purchasing additional equipment (Cisco phones and/or headsets) for new hires, or to replace broken/lost items from Le James Bookstore, and will be paid by the department.
Installing the Webex app and setting up the Cisco physical phone
See the Training & documentation section, below for instructions on installing and using the Webex softphone app and Cisco physical phone.
Frequently asked questions
- Will I keep the same telephone number when moving from the legacy phone system?
Most McGill employees will keep their current phone numbers; however those who currently have an extension (e.g. 514-398-4400 ext. 00234) will receive a new 10-digit number, in the 398 or 396 range. - How do I check my voice messages?
Voice messages will be sent to your McGill email address and you can listen to them through Outlook, through the Webex app, or through your physical phone (if you have one). - Can I access the voicemail system when I'm away from the office and don't have access to my computer?
Yes, you can call the voicemail system from any phone at 514-396-1000; you will be prompted to choose either the legacy call pilot voicemail system OR the Cisco voicemail system. To access your voicemails, you will need to provide your McGill phone number for the ID and your Cisco PIN. In addition, you can access your voicemail from a mobile phone using the Webex mobile app. - How do I forward a call to another number?
You can forward calls to another McGill number, or any local number. You can also enable Single Number Reach to have your calls ring on multiple numbers at the same time, and even set up a schedule.
See FAQs about the NEW telephone system
Find additional information about moving from the legacy phone system to the new Cisco system on the Telephone Evolution Project website.
Cost
During the migration from the legacy phone system:
- Each department/unit will be provided a budget for the replacement of legacy phones with devices (headsets) compatible with the new Cisco system.
- Departments are given physical phones based on whether they meet certain requirements. Read more about the criteria for installing a physical phone.
After the department has been migrated:
- There is no cost to request a new phone account and assign a phone number.
- New phone lines or additional devices must be purchased at the department's expense. Cisco phones and headsets will be available for purchase through the Le James Institutional Sales (Bookstore).
Approximate costs per device (prices at Le James may differ):
| Device | Model | Description |
|---|---|---|
| Headset | Cisco 522 | Basic USB headset with mic |
| Headset | Cisco 562 | Wireless headset & mic with charging base |
Availability
Access to the McGill telephone system is available 24 X 7, except during scheduled and unscheduled maintenance. Check the home page of the IT Support site for announcements regarding service interruptions.
Telephone service requests will be processed during regular office hours (Monday to Friday, 9:00 a.m. to 5:00 p.m.).
Best practices & policies
- When collaborating with McGill internal colleagues, continue to use Microsoft Teams; use Webex or your physical phone to make phone calls to people outside McGill, or when you want to conference with McGill and external contacts.
- If you need to make a phone call to a McGill colleague, you will have two options: clicking on their McGill Work number makes a call as you would on a telephone; the "Call on Webex" option is equivalent to making an audio/video call in Teams and does not make use of call forwarding or Single Number Reach.
Training & documentation
Video: Introduction to Webex features
How to's and documentation:
- Get started with Cisco Webex softphone calling
- Get started with your Cisco physical phone
- Index of Cisco / Webex telephone documentation and training
Telephone directories:
Support
Submit the appropriate webform:
- Report a telephone issue (all users)
- New Cisco phone account (Telephone Coordinator)
- Add, modify, remove features (Telephone Coordinator on behalf of a user)
- Advanced Telephony Features (e.g., Hunt groups or IVR menus)
- Request changes to the Staff Directory (needed for new hires)
For other questions, contact the IT Service Desk