Phone system

Relevant phone system documentation in the AskLITS portal has been updated with the new Avaya IP Office user portal link and user interface instructions. 

Updated instructions are now available! These reflect the unexpected changes to the Avaya IP Office User portal (formally known as Self-Administration portal) login page and interface.  

Use your MHC account to see updated instructions in this Google Document, instruction tabs include:

• Reset your Avaya IP Office User Portal password
• How to reset your MHC voicemail password
• How to forward your MHC voicemail to email

These instructions will move to the Asklits support portal in the coming days. 

Following the phone server upgrade, we have noticed unexpected changes to the Self-Administration portal login page and interface.  Documentation is being updated to reflect these changes.  Updates will be posted here as they become available.  Thank you for your patience and understanding as we work to update our materials.

LITS will be performing a phone server upgrade to the campus phone system from 8:00AM - 1:00 PM Saturday, January 11, 2025. 

Expected Service Outages Saturday, January 11th, 8:00am to 1:00pm

During this scheduled upgrade, the following services will be unavailable for 5-20 minutes at a time:

• Making and receiving calls using campus telephones
• Emergency phones, including Blue Light phones, callboxes and elevator phones. 
• Voicemail services
• Avaya Softphone App

To reach Public Safety during this time, dial: 413-313-2392. Updates regarding this maintenance will be posted here. 

Important System Changes + Action Steps for MHC Telephone Users

Faculty and staff without MHC campus telephones can disregard these action steps. 

• Phone system passwords: MHC campus telephone voicemail and Softphone/Self-Administration passwords will be reset to their system defaults. 
  • After Saturday, phone users will need to set up both passwords again:
    • Voicemail Password Setup
    • Avaya IP Office User Portal password (formally called: Self-Administration / Softphone Password Reset)
• Voicemail and greetings: We are going to make every possible effort to migrate voicemail and greetings over to the new system. However, there is a possibility that your voicemails or greetings will not be migrated. 
  • Before Saturday phone users should log in, check voicemail, and delete any unnecessary messages.
  • After Saturday, phone users should check to see if their greetings are there. If not, you can go back in and re-record voicemail greetings. 
• Voicemail to email forwarding: This feature should be fixed in this update, however the system will not forward previous messages.
  • After Saturday, phone users who had turned off voicemail to email forwarding while it wasn’t working can re-enable voicemail to email forwarding. 

If you have any questions or need support with any of these steps, you can submit a phone support ticket or call the LITS Technology Help Desk at 413-538-2600. 

The planned upgrade this morning ran into challenges, so all changes were reverted.

We are working with our phone system support vendor to troubleshoot. A future maintenance period will need to be scheduled to attempt the upgrade again. 

Because of this, the voicemail-to-email forwarding issue is not likely to be resolved prior to the start of fall semester.

If you have questions, please create a campus telephone support ticket. 

LITS will be performing necessary maintenance to the campus phone system from 5:00 AM - 12:00 PM Wednesday 8/7/24. Among other things, this work should resolve ongoing issues some users are experiencing with the voicemail to email function. 

During this scheduled maintenance, the following services may be unavailable for 1-5 minutes at a time:

• Making and receiving calls using campus telephones
• Emergency phones, including callboxes and elevator phones. 
• Voicemail services
• Avaya Softphone App

To reach Campus Police during this time, dial: 413-313-2392

Check back here for updates.

If you have any questions, submit a campus telephone support ticket or call 413-538-2600. 

Thank you for your patience and understanding.  

Campus phone system has been restored. 

LITS is writing to advise you that we will be performing necessary reboot to the campus phone system from 5:00 - 6:00 PM tonight Monday 6/24/24. 

During this scheduled maintenance, the following services will be unavailable for 5-20 minutes at a time:

• Making and receiving calls using campus telephones
• Emergency phones, including Blue Light phones, callboxes and elevator phones. 
• Voicemail services
• Avaya Softphone App

To reach Campus Police during this time, dial: 413-313-2392
 

Updates regarding this maintenance will be posted to the  LITS Systems Status page. 

If you have any questions, contact the Technology Help Desk at 413-538-2600 or helpdesk@mtholyoke.edu. 

Thank you for your patience and understanding. 

LITS has received reports that the voicemail to email function is not working as expected for all users. We are working with the vendor to investigate and resolve this issue.

The planned system update was successful. Please let the Technology Help Desk know if you run into any issues. 

The campus telephone system will undergo maintenance,  May 14th between 6pm - 6:30pm EST. 

During the maintenance window, people who call campus telephone numbers (from on or off campus) may receive a busy signal. If you encounter this scenario, please be advised that it should only last a few minutes. Please wait a few minutes and try your call again.

The planned system update was successful. Please let the Technology Help Desk know if you run into any issues. 

The campus phone system and voicemail will be unavailable from 5:00 - 7:30 PM on Tuesday (3/19/2024) to perform a planned system update. 

During this scheduled maintenance, the following services will be unavailable for approximately 2 hours.

• Making and receiving calls using campus telephones
• Emergency phones including callboxes and elevator phones. 
  • To reach Public Safety and Service, please call: 413-313-2392 using a personal mobile phone. 
• Voicemail services
• Avaya Softphone App

If you have any questions, please create a campus telephone support ticket with the Technology Help Desk. 

Thank you for your patience and understanding.  

The required maintenance of the campus telephone system completed successfully.  

The campus phone system and voicemail will be unavailable from 8:00 - 8:20 PM on Tuesday (1/30/24) to perform required maintenance. Check back here for status updates.

To reach Public Safety and Service, please call: 413-313-2392 using a personal cell phone. 

The campus telephone service has been restored.  We are sorry for any inconveience. 

External phone services including incoming calls from off-campus and outgoing calls to off-campus numbers are unavailable at this time. 

Internal  campus to campus calls are still available.  

LITS is working to resolve this issue.  

Maintenance of campus telephone system has been completed. Ongoing issues or concerns should be reported to the Help Desk.

LITS needs to conduct unscheduled maintenance on the telephone system today at 2 PM. There may be a brief interruption of telephone service. Our team is working as quickly and efficiently as possible to manage this need. Check back here for status updates.

The planned reboot was successful. Please let the Technology Help Desk know if you run into any issues. 

LITS will be performing a necessary reboot to the campus phone system and voicemail from 10:00 to 10:30 PM on Wednesday March 15th, 2023.

During this scheduled maintenance, the following services will be unavailable for 5-20 minutes at a time:

• Making and receiving calls using campus telephones
  • To reach Campus Police during this time, dial: 413-313-2392
• Emergency phones, including Blue Light phones, callboxes and elevator phones.
• Voicemail services
• Avaya Softphone App

Updates regarding this maintenance will be posted here on the LITS Systems Status page. If you have any questions, contact the Technology Help Desk at 413-538-2600 or helpdesk@mtholyoke.edu.



Thank you for your patience and understanding.

 

 Maintenance of campus telephone system completed successfully.  

The campus telephone system maintenance originally scheduled to take place starting at 7:00 am this morning has been rescheduled to 11:30 am. The service event is expected to take 2 to 3 hours during which time we expect only a brief interruption to individual extensions, perhaps 3-4 minutes.

As a reminder, during the maintenance window, people who call campus telephone numbers (from on or off campus) may receive a busy signal. Not all phone extensions will be affected at once; if you encounter this scenario, please be advised that it should only last a few minutes per extension to recover. Please wait a few minutes and try your call again. 

This page will be updated once the maintenance has been completed. If you have any questions, please contact the Technology Help Desk.

The campus telephone system maintenance has been postponed.  We are meeting this morning to reschedule and will update this page with the new details. 

During the maintenance window, people who call campus telephone numbers (from on or off campus) may receive a busy signal. Not all phone extensions will be affected at once; if you encounter this scenario, please be advised that it should only last a few minutes per extension. Please wait a few minutes and try your call again. 

We'll update this page once the maintenance has been completed. If you have any questions, please contact the Technology Help Desk.

The campus telephone system will undergo maintenance, scheduled for June 7 between 7am - 9am EST. During the maintenance window, people who call campus telephone numbers (from on or off campus) may receive a busy signal. Not all phone extensions will be affected at once; if you encounter this scenario, please be advised that it should only last a few minutes per extension. Please wait a few minutes and try your call again. 

We'll update this page once the maintenance has been completed. If you have any questions, please contact the Technology Help Desk.

The reboot of the campus telephone system completed successfully.  

The campus phone system and voicemail will be unavailable on Tuesday, March 15th (3/15/22) between 6am and 8am for required maintenance.

During this scheduled maintenance, the following services will be unavailable for 2 hours:

• Making and receiving calls using campus telephones
• Public Safety Emergency phones, callboxes and elevator phones.
• To reach Campus Police during this time, dial: 413-313-2392
• Voicemail services
• Avaya Softphone App

We will be performing necessary reboot to the campus phone system and voicemail from 7:00 - 7:30 AM on Friday (1/21/22).

During this scheduled maintenance, the following services will be unavailable for 15-30 minutes: Making and receiving calls using campus telephones; Emergency phones, including Blue Light phones, callboxes and elevator phones; Voicemail services; and the Avaya Softphone App.

To reach Campus Police during this time, dial: 413-313-2392.

The Avaya Phone System was restarted this morning and the reboot has addressed some issues.  We are currently managing a solution for the Avaya Self-Administration.  Any questions regarding phone use, please reach out to the LITS HelpDesk via email, helpdesk@mtholyoke.edu.

The campus phone system and voicemail will undergo maintenance on Friday, 3/26/21 starting at 7:00 pm to fix an ongoing issue.  The maintenance will take about 3 hours to complete.  Intermittent phone service impact of 5-15 minutes each is expected during this time frame. 

Impacted services may be unavailable for up to 15 minutes at a time, including: making and receiving calls using campus telephones, voicemail services, Avaya Softphone App, and emergency phones (including Blue Light phones, callboxes and elevator phones).    To reach Campus Police during this time, dial: 413-313-2392

To apply a collection of vendor supplied software updates, the campus phone system and voicemail will be unavailable 3/16/21 starting at 7:00 pm.  The work may take up to 4 hours with anticipated completion by 11:00 pm.  

During this time, the following services will be unavailable: Making and receiving calls using campus telephones, Voicemail services, Avaya Softphone App, and Emergency phones (including Blue Light phones, callboxes and elevator phones). To reach Campus Police during this time, dial: 413-313-2392.

Testing conducted on the phone system indicate that the issues with making calls to numbers outside of the 413 area code have been resolved.  The system should now be working properly. Ongoing issues or concerns should be reported to the Help Desk.

LITS Help Desk is receiving reports of interruptions with telephone services. We are currently investigating.

Campus wide telephone services are currently degraded. Calls outside the 413 area code result in a fast-busy tone. Outside vendor is investigating the problem. Check back here for regular updates

The reboot of the campus telephone system completed successfully.  

The Telephone System will undergo scheduled maintenance on Thursday, January 28th and will be unavailable between 6:00 - 7:00 am ET. Check back here for status updates.