5G on Rogers FAQs
Bell Long Distance Rates FAQs
Bell Services FAQs
Bell Troubleshooting FAQs
VoIP “How Do I…” FAQS
VoIP FAQs for Techs
VoIP General FAQs
Microsoft Teams Phone Migration
5G on Rogers FAQs
1. Are there health concerns associated with Rogers 5G network?
The health and safety of all Canadians is of utmost importance to Rogers. They work closely with Innovation, Science and Economic Development Canada to make sure every product and service they offer Canadians meets rigorous safety standards.
All of their products and services meet Safety Code 6: Health Canada’s Radiofrequency Exposure Guidelines.
For further information about Safety Code 6, please visit Health Canada’s website.
Additional information can also be found at the Canadian Wireless Telecommunications Association.
2. As a Rogers customer, what do I need to access 5G?
5G access requires a 5G-enabled device in an area where there is 5G coverage. See the current 5G coverage map.
5G access is an option with Rogers Vendor of Record plans at no extra charge, users are automatically on the Unlimited data option ($49.75) without the option of the lower data tier.
3. Can I use an existing 5G device?
Yes, but we suggest you check with your device manufacturer to make sure your device is certified for use on the Rogers network. Handsets purchased after December 2017 should be automatically unlocked due to CRTC ruling but we recommend checking the device is unlocked first.
Keep in mind, to access the 5G network you’ll need to be on the 5G option on the Rogers Vendor of Record plan. Also you’ll need to be in an area with 5G coverage.
4. How will 5G be different than 4G LTE
5G will, over time, offer us experiences unlike any we’ve seen so far:
Connections everywhere
5G will support many more connections as the number of connected devices in our homes, businesses and communities grow.
- Think: Smart cities and digitally connected world!
Instant responses
5G will bring us ultra-low latency, meaning near-instantaneous network access and less of a delay in sending and receiving data.
- Think: Instant responses and lag-fee multi-player cloud gaming
Unprecedented speeds
5G will allow you to stream, download and upload massive quantities of data at unprecedented speeds.
- Think: Downloading your 4K movie in the blink of an eye
5. I have a 5G phone with Rogers 5G plan and I’m in an area with 5G coverage – but I cannot connect to the 5G network, why?
You might not be able to connect to a 5G network because:
- Your device is connecting to an HSPA+ or 4G LTE network, as that network’s signal is stronger.
- You’re in an Extended Coverage area.
- You’re roaming outside of Canada.
6. I’m concerned about network security, Is the Rogers 5G network safe to access?
Rogers takes their responsibility for keeping customer data and information private and secure very seriously.
They work with government and industry partners to make sure their networks are safe and secure, and they ensure that the standards they set are built into our networks, including 5G.
Additionally, the devices they sell meet all Government of Canada standards and are certified for use in Canada.
7. Is 5G replacing the current 4G LTE network?
No, Rogers are continuing to invest in the 4G LTE network. Their 4G LTE and 5G networks work together providing seamless coverage and the confidence to stay connected across Canada.
8. Is there a charge for 5G access?
The corporate Vendor of Record rate provides 5G access at no extra charge.
If you choose to use the 5G option on the Vendor of Record plan with Rogers, you are automatically on the Unlimited Data tier.
The monthly charge is $49.75.
The option of the lower pricing for up to 6GB of data limit is not available on the 5G version of the plan.
9. What’s the Rogers 5G experience like today?
Today, 5G speeds are similar to Rogers’ fastest 4G LTE experience and will continue to get faster over time.
10. Where is Rogers 5G available?
Rogers started rolling out Canada’s first 5G network in Vancouver, Toronto, Ottawa and Montreal. Today, they provide 5G service in over 50 cities and they’re continuing to expand across Canada! Check the Rogers network coverage map for current availability. .
11. Will I be able to use my 5G device outside of Canada?
Rogers have started to roll out 5G roaming on select devices in the United States, and more devices will have this feature over time. For devices that do not currently support 5G roaming, you can use Roam Like HomeTM with your 5G phone in over 185 international destinations when travelling, all for a low daily rate. Learn more about Roam Like Home.
Bell Long Distance Rates FAQs
1. What are the Bell long-distance rates for all countries?
Rates listed here are for direct distance dialling, not operator assisted dialling
Direct Distance Dialling Long Distance To: |
Regular Rate |
Country Code |
Afganistan | Person to person | |
Albania | 2.04 | 355 |
Algeria | 0.85 | 213 |
AmericanSamoa | 1.50 | 684 |
Andorra | 0.60 | 376 |
Angola | 2.06 | 244 |
Anguilla | 1.22 | 1-264 |
Antarctica (Aus.Terr.) | 1.30 | 0 |
Antarctica (N.Z.Terr.) | 0.57 | 672 |
Antigua | 1.09 | 1-268 |
Argentina | 0.72 | 54 |
Armenia | 1.81 | 374 |
Aruba | 0.72 | 297 |
Ascension Island | 1.29 | 247 |
Australia | 0.24 | 61 |
Austria | 0.33 | 43 |
Azerbaijan | 2.00 | 994 |
Azores | 0.50 | 0 |
Bahamas | 0.43 | 1-242 |
Bahrain | 1.50 | 973 |
BalearicIslands | 0.47 | 0 |
Bangladesh | 1.43 | 880 |
Barbados | 0.91 | 1-246 |
Barbuda | 1.09 | 1-268 |
Belarus | 0.91 | 375 |
Belgium | 0.21 | 32 |
Belize | 1.33 | 501 |
Benin | 1.64 | 229 |
Bermuda | 0.63 | 1-441 |
Bhutan | 1.24 | 975 |
Bolivia | 0.91 | 591 |
Bosnia & Herzegovina | 1.49 | 387 |
Botswana | 1.37 | 267 |
Virgin Islands (British) | 1.76 | 0 |
Brazil | 0.72 | 55 |
Brunei | 0.80 | 673 |
Bulgaria | 1.75 | 359 |
BurkinaFaso | 1.34 | 226 |
Burundi | 1.80 | 257 |
Cambodia (Kampuchea) | 2.06 | 855 |
Cameroon | 1.17 | 237 |
Canada | 0.07 | 0 |
CanaryIslands | 0.47 | 0 |
CapeVerde | 1.32 | 238 |
Carriacou | 0.99 | 0 |
Cayman Islands | 0.51 | 1-345 |
Central African Rep. | 1.68 | 236 |
Chad | 2.13 | 235 |
Chatham Island | 0.57 | 0 |
Chile | 0.46 | 56 |
China (People’s Rep.of) | 0.70 | 86 |
Christmas Islands | 0.24 | 672 |
CIS (Russia) | 1.05 | 700 |
Cocos Islands | 0.24 | 672 |
Columbia | 0.91 | 57 |
Comoros | 1.29 | 16 or 269 |
Congo | 1.68 | 242 |
Cook Islands | 1.83 | 682 |
Costa Rica | 0.64 | 506 |
Ivory Coast | 2.26 | 225 |
Croatia | 0.55 | 385 |
Cuba | 2.62 | 53 |
Cuba (Guantanamo Bay) | 2.62 | 53 |
Cyprus (North) | 1.07 | 0 |
Cyprus (Rep.of) | 1.46 | 357 |
Czech Republic | 1.10 | 42 |
Democratic Republic of Congo | 1.68 | 0 |
Denmark | 0.25 | 45 |
Diego Garcia | 1.10 | 246 |
Djibouti | 1.97 | 253 |
Dominica | 0.99 | 1-767 |
Dominican Republic | 0.51 | 1-809 |
Easter Island | 0.46 | 56 |
East Timor | 0.85 | 0 |
Ecuador | 1.45 | 593 |
Egypt | 1.12 | 20 |
El Salvador | 1.05 | 503 |
Equatorial Guinea | 1.68 | 240 |
Eritrea | 1.95 | 291 |
Estonia | 0.87 | 372 |
Ethiopia | 1.83 | 251 |
Falkland Islands | 1.10 | 500 |
Faroe Islands | 0.66 | 298 |
Fiji | 1.45 | 679 |
Finland | 0.29 | 358 |
French Guiana | 1.17 | 594 |
French Polynesia | 1.76 | 689 |
France | 0.14 | 33 |
Gabon | 1.04 | 241 |
Gambia | 1.08 | 220 |
Georgia | 2.03 | 995 |
Germany | 0.16 | 49 |
Ghana | 1.18 | 233 |
Gibraltar | 1.20 | 350 |
Greece | 0.38 | 30 |
Greenland | 1.04 | 299 |
Grenada | 0.99 | 1-473 |
Guadeloupe & Dependencies | 0.72 | 590 |
Guam | 0.75 | 671 |
Guatemala | 1.10 | 502 |
Guinea | 1.16 | 224 |
Guinea-Bissau | 2.14 | 245 |
Guyana | 2.30 | 592 |
Haiti | 1.04 | 509 |
Honduras | 0.92 | 504 |
Hong Kong | 0.16 | 852 |
Hungary | 0.57 | 36 |
Iceland | 0.80 | 354 |
India | 0.99 | 91 |
Indonesia | 1.22 | 62 |
Iran | 1.09 | 98 |
Iraq | 1.92 | 964 |
Ireland | 0.29 | 353 |
Israel | 0.33 | 972 |
Italy | 0.18 | 39 |
Jamaica | 0.88 | 1-876 |
Japan | 0.38 | 81 |
Jordan | 1.08 | 962 |
Kazakhstan | 1.05 | 7 |
Kenya | 1.51 | 254 |
Kiribati | 2.09 | 686 |
Korea (North) | 2.62 | 85 |
Korea (South) | 0.25 | 82 |
Kuwait | 1.33 | 965 |
Kyrgyzstan | 1.53 | 996 |
Laos | 2.24 | 856 |
Latvia | 1.96 | 371 |
Lebanon | 1.28 | 961 |
Lesotho | 1.07 | 266 |
Liberia | 0.82 | 231 |
Libya | 0.84 | 218 |
Liechtenstein | 0.33 | 41 |
Lithuania | 1.24 | 370 |
Luxembourg | 0.82 | 352 |
Macau | 1.28 | 853 |
Macedonia | 1.20 | 389 |
Madagascar | 2.53 | 261 |
Madeira | 0.50 | 0 |
Malawi | 0.82 | 265 |
Malaysia | 0.51 | 60 |
Maldives | 1.60 | 960 |
Mali | 2.29 | 223 |
Malta | 0.59 | 356 |
Mariana Islands | 2.18 | 1-670 |
Marshall Islands | 2.89 | 672/692 |
Martinique | 0.74 | 596 |
Mauritania | 1.47 | 222 |
Mauritius | 1.57 | 230 |
Mayotte | 1.29 | 269 |
Mexico | 0.51 | 52 |
Micronesia | 1.97 | 691 |
Moldova | 1.24 | 373 |
Monaco | 0.33 | 377 |
Mongolia | 2.74 | 976 |
Montserrat | 0.99 | 1-664 |
Morocco | 0.99 | 212 |
Mozambique | 2.26 | 258 |
Myanmar(Burma) | 3.12 | 95 |
Namibia | 1.20 | 264 |
Nauru | 2.62 | 674 |
Nepal | 1.43 | 977 |
Netherlands | 0.24 | 31 |
Netherlands Antilles | 0.75 | 599 |
New Caledonia | 1.75 | 687 |
New Zealand | 0.57 | 64 |
Nicaragua | 1.25 | 505 |
Niger | 1.21 | 227 |
Nigeria | 1.17 | 234 |
Niue | 1.83 | 683 |
Norfolk Island | 1.30 | 672 |
Norway | 0.26 | 47 |
Oman | 2.80 | 968 |
Pakistan | 1.30 | 92 |
Palau | 2.09 | 680 |
Palestine | 0.33 | 0 |
Panama | 0.89 | 507 |
Papua New Guinea | 0.80 | 675 |
Paraguay | 0.92 | 595 |
Peru | 0.75 | 51 |
Philippines | 0.64 | 63 |
Pitcairn Islands | Person to Person | 0 |
Poland | 0.45 | 48 |
Portugal | 0.50 | 351 |
Puerto Rico | 0.25 | 1-787 |
Qatar | 1.17 | 974 |
Reunion | 1.32 | 262 |
Romania | 1.34 | 40 |
Russia | 1.05 | 7 |
Rwanda | 1.53 | 250 |
St. Helena | 1.39 | 290 |
St.Kitts and Nevis | 0.96 | 1-869 |
St.Lucia | 1.01 | 1-758 |
St. Pierre-et-Miquelon | 0.59 | 508 |
St. Vincent | 1.00 | 1-784 |
San Marino | 0.97 | 378 |
Sao Tome and Principe | 1.78 | 239 |
Saudi Arabia | 1.51 | 966 |
Senegal | 2.33 | 221 |
Serbia | 0.85 | 0 |
Seychelles | 1.62 | 248 |
Sierra Leone | 1.64 | 232 |
Singapore | 0.51 | 65 |
Slovakia | 1.10 | 421 |
Slovenia | 1.28 | 386 |
Solomon Islands | 2.62 | 677 |
Somali | 3.13 | 252 |
South Africa Rep. | 0.72 | 27 |
Spain | 0.47 | 34 |
Spanish North Africa | 0.47 | 0 |
Sri Lanka | 0.99 | 94 |
Sudan | 1.32 | 249 |
Suriname | 1.70 | 597 |
Swaziland | 1.25 | 268 |
Sweden | 0.22 | 46 |
Switzerland | 0.25 | 41 |
Syria | 1.93 | 963 |
Taiwan | 0.25 | 886 |
Tajikistan | 1.57 | 7 |
Tanzania | 1.10 | 255 |
Thailand | 0.78 | 66 |
Togo | 1.53 | 228 |
Tokelau | 3.02 | 690 |
Tonga | 1.67 | 676 |
Trinidad & Tobago | 0.93 | 1-868 |
Tunisia | 1.37 | 216 |
Turkey | 0.91 | 90 |
Turkmenistan | 1.42 | 993 |
Turks & Caicos Islands | 1.07 | 1-649 |
Tuvalu | 1.46 | 688 |
Uganda | 1.33 | 256 |
Ukraine | 1.47 | 380 |
United Arab Emirates | 0.72 | 971 |
United Kingdom | 0.14 | 44 |
United States | 0.07 | 0 |
Uruguay | 1.21 | 598 |
Uzbekistan | 1.57 | 7 |
Vanuatu | 1.97 | 678 |
Vatican City | 0.18 | 39 |
Venezuela | 0.78 | 58 |
Vietnam | 1.64 | 84 |
Virgin Islands (U.S.) | 0.53 | 1-340 |
Wallis and Futuna | 5.25 | 681 |
Western Samoa | 2.03 | 685 |
Western Sahara | Person to Person | 0 |
Yemen (Rep.Of) | 1.89 | 967 |
Yugoslavia | 0.85 | 381 |
Zambia | 1.13 | 260 |
Zimbabwe | 0.91 | 263 |
Inmarsat Rates | ||
Inmarsat Ground to Ship | A | 17.18 |
B | 8.00 | |
M | 8.00 | |
Mini M | 6.55 | |
Inmarsat Ground to Air | Altlantic Ocean West or Pacific Ocean Regions | 15.56 |
Altlantic Ocean EAst or Indian Ocean Regions | 17.31 | |
|
||
Iridium Rates | ||
Iridium 8816 | 7.89 | |
Iridium 8817 | 15.26 |
- Rates listed show the cost per minute for a customer-dialed call and have been rounded to the nearest cent.
- Please note that due to rounding of the charge for the call, the average cost per minute of a call may vary. For example, a Canadian call may vary between 6.3 and 8.0 cents per minute for short duration calls.
- Long-distance calls are billed in six-second increments with a minimum billing period of 30 seconds.
- Rates listed include all applicable taxes and have been adjusted for the University’s GST rebate.
- International long-distance rates are subject to change without notice depending on the University’s monthly volume of long distance and on market conditions.
- Operator-assisted calls are considerably more expensive and are not covered by the University’s long-distance agreement.
2. What are the Bell rates for the most frequently called countries?
Rates listed here are for direct-distance dialling, not operator-assisted dialling
Country |
24 Hour Rate |
Australia | 0.24 |
Brazil | 0.72 |
Canada | 0.07 |
Chile | 0.46 |
China (People’s Republic) | 0.70 |
France | 0.14 |
Germany | 0.16 |
Greece | 0.38 |
Hong Kong | 0.16 |
India | 0.99 |
Israel | 0.33 |
Italy | 0.18 |
Japan | 0.38 |
Mexico | 0.51 |
Netherlands (Holland) | 0.24 |
South Africa Rep | 0.72 |
Spain | 0.47 |
Switzerland | 0.25 |
United Kingdom | 0.14 |
United States | 0.07 |
Bell Services FAQs
1. What are the rates for Bell CENTREX telephone lines?
The Telecommunications department at the University of Toronto has negotiated agreements with its telecommunications suppliers in order to provide the University with a quality level of service consistent with the lowest possible rates. Below are the rates for the most-frequently ordered telephone services.
CENTREX telephone line (monthly rate)
Item |
Charge ($) |
Basic rate charged by Bell Canada (effective 2009-12-01) | $27.85 |
Taxes after HST rebate | $0 .72 |
Public Switched Telephone Network Charge (billed by U of T Telecommunications) | $1.64 |
Monthly after-tax CENTREX line charge | $23.46 |
2. What is the Bell Not-Ready charge?
Please be advised that a ‘customer not-ready’ fee will be applied when a Bell technician arrives at a customer’s premises on an agreed date and the technician cannot proceed for any of the following reasons:
- site contact not available to instruct technician of work required,
- customer project postponed
- customer design change that pushed out the schedule
- any other client-related issue that changes the schedule when the tech arrives to do the work and the department is not ready to have Bell perform the work
A minimum $200 fee will be charged in such instances to reschedule the appointment to a later date.
To avoid penalties, customers should postpone the service installation by providing a 24 hour minimum notice to Bell.
3. What is the Bell order-cancellation policy?
Cancellation charges that will be applied on orders cancelled less than 2 business days prior to the service due date will be one month’s service charge plus the one-time-only installation charge or $262.50 – whichever is less.
No cancellation charge is applied if the order is cancelled 3 or more days prior to the due date.
Cancellation charges will not be applied in the following cases:
- New connections where there is no established account
- If replacing one service with another of equal or greater value. Replacement service must be identified to Bell at the time of cancellation
- Modifications to orders (ie: 2 Centrex lines changing to 1 Centrex Line, room numbers, etc)
- Disconnect orders
- One service is cancelled for an order with multiple service requests.
Bell Troubleshooting FAQs
1. How can I fix a phone set that does not ring?
If you are able to make outgoing calls but don’t hear your set ringing for incoming calls:
- check your volume control to make sure your volume bar is turned up enough and not in an “off” or “low” volume position
- check to make sure that you have not manually call forwarded your telephone to another number and forgotten to cancel the call forwarding feature
2. How can I troubleshoot fax and modem line problems?
Voice Grade Data Lines Only
Plug a single-line handset (e.g., Unity II 8000/9000 series set) into a fax or modem line jack to verify that this is a line problem, not a peripheral equipment malfunction.
- If you hear a dial tone and the line seems to be fine, check your peripheral equipment to see if it requires adjustments or repairs.
- If you do not hear a dial tone when the set is plugged in, email telecom.services@utoronto.ca or call 416-978-2000
3. How do I troubleshoot handset problems?
To rule out set problems, test another set of exactly the same type in place of the problem set at the same jack location. If the other set works or the problem has cleared up, you probably do have a set problem.
Email telecom.services@utoronto.ca or call 416-978-2000
4. What can I do if I hear line static and interference?
Line static and interferences can result from a line or a set problem.
- Check your connections for loose cords, especially the cord connection into your handset.
- See the suggestions in Set Problems to rule out a set problem before reporting a problem with your line
- Check to see if there is an electrical transformer for another device immediately behind the set. Sometimes electromagnetic waves emanating from the device can affect your set.
5. What can I do if my digital display disappears or is scrambled?
If your digital display has disappeared or appears to be scrambled, check the attached AC adapter (black box-power transformer) to make sure it is still plugged into the electrical wall/floor outlet or power bar; this is what controls the appearance of the digit display on your set.
6. What should I do if a feature does not work?
Did you wait to hear the feature acceptance tone (3 beeps)?
Did you wait to hear the confirmation tone (2 beeps)?
If you are hearing only a fast busy tone, the feature you are trying to activate is not being accepted.
- Try to enter the numbers again or cancel
- Check with your department’s Telephone Coordinator to see whether the feature you are trying to use has been assigned to your set
7. What should I do if I can’t hear sound on my headset?
Check all of your connections to the jack, to the set and also into the handset.
VoIP “How Do I…” FAQS
1. How do I add a contact to my local directory using my Polycom phone?
- On the Home screen of your Polycom phone, navigate to Directories
- Select Contact Directory
- Select Add or Plus sign
- Enter the information needed and press Save
2. How do I change my voicemail options?
Your BroadConnect VoIP voicemail can be configured to your preferences
Voicemail-to-email is included in your VoIP Standard or Premium license, but needs to be activated and an email address added. Once activated, your voicemail messages will appear with attached .wav sound files, along with the caller’s ID, in the email inbox you have specified.
Setting Voicemail Preferences in Communicator 7
To set voicemail preferences in Communicator 7 on your computer, do the following:
- Open Communicator 7 on your computer
- Click the gear icon on the left to open Settings
- Click the dark bar near the top and select Voicemail from the dropdown.
Please see the diagram below for a description and explanation of the options.
Voicemail-to-email is included in your VoIP Standard or Premium license, but needs to be activated and an email address added. Once activated, your voicemail messages will appear with attached .wav sound files, along with the caller’s ID, in the email inbox associated with your VoIP license.
3. How do I change my voicemail password using my Polycom phone?
- Log in to the voicemail by dialing *86 or press the Message key
- Enter your password
- Press *
- Press 8 to change the password
- Enter and confirm the new password
There are minimum standards to ensure that your voicemail remains secure:
- Minimum of 6 numeric characters
- Cannot be repeated number consecutively
- Cannot be the previous set password
4. How do I change the password for Communicator 7?
Communicator 7 is the application used for the communications tools available to you on your desktop and mobile devices. The password can be changed from the desktop version of the application. To change the password:
- Reset the password using the Broadconnect portal link
or
- Open Communicator 7 on your desktop computer
- On the left icon menu, click the settings icon (the gear icon), then click Forgot password? A new page will open
- Enter your username, which your 10-digit phone number (no dashes or spaces), and your email address. You will receive an email with a link to reset your password
- Click the link in the email. A new page will open
- Enter your new password in the two boxes.
- Password cannot contain login ID
- Password must contain at least one number
- Password must contain at least one uppercase alpha character
- Password must contain at least one lowercase alpha character
- Password must contain at least one non-alpha character
- Password must be a minimum of ten characters
5. How do I choose a headset for using VoIP on my computer?
You probably already know that you can make and receive calls on your computer with VoIP, but what kind of hardware do you need in addition to the computer?
The only additional hardware needed is either a headset, which includes earphones and a microphone, or, if you are not in a shared space, a microphone and/or speakers. There is a wide variety of options available at any of the well-known electronics retailers, so no specific models are recommended here; rather, below are some guidelines on what to look for when seeking a unit to connect to your computer. Apart from the factors mentioned here, there are the personal considerations of comfort and ease of use: these are quite unique to individuals and will depend on how long you need to wear the device in a day, what your particular use case is, and factors such as ear and head shape. A device that may be perfectly comfortable for one person to wear for a full day may irritate another person after only an hour, so some trial and error may be expected.
Connecting the audio devices
3.5mm headset jack
Depending on the capabilities of and connectors on your computer, the audio hardware can connect via Bluetooth, USB cable, or 3.5mm (mini) cable. The advantage of a Bluetooth headset is that you are not tethered to your computer; you can move a few meters away and remain connected to the call. Not all computers support Bluetooth, however, so make sure to check if yours does before going this route. USB and 3.5mm are the other common audio connector types for cabled devices; again, check your computer to see what yours has in term of inputs. Many newer computers don’t have jacks for 3.5mm connectors, and many older computers may not fully support the type of 3.5mm connector on headsets, so if you’re unsure, best to avoid these and go with Bluetooth or USB.
Plantronics, a popular headset manufacturer, has a proprietary connector called Quick Disconnect used on some of its wired headsets. You choose whether you need a USB or 3.5mm connector for connection to your desktop, and the Quick Disconnect allows you to easily disconnect your headset from that cable, enabling you to leave your station without removing your headset. See the Plantronics Quick Disconnect page for more information.
Headset Options
6. How do I delete messages from my voicemail box?
- Log in to the voicemail by dialing *86.
- Enter your password
- Press 7 to delete all messages
7. How do I enable or disable Call Forwarding from my Polycom phone?
To enable call forwarding:
- On the Home screen of your Polycom phone, select the “Forward” icon or press the More key, then press the Forward button.
- Select the Forwarding Type (Always, No answer or Busy)
- Enter the number to which you would like calls forwarded in the Contact box and press the ‘Enable‘ key
To disable call forwarding:
- On the Home screen of your Polycom phone, select the “Forward” icon or press the More key, then press the Forward button.
- Select the Forwarding Type (Always, No answer or Busy)
- Press the Disable key.
8. How do I initiate a 3-way conference call with my Polycom VVX411 phone?
To initiate a 3-way conference call with your Polycom VVX411 phone, do the following:
- While on an active call, press the More soft key on your Polycom VVX411, then press the Conference soft key. The first call is placed on hold
- Dial the 2nd number.
- When the 2nd party answers, press the More soft key, then press the Conference soft key to connect the calls.
9. How do I set up Two-Factor Authentication for the GoCo (BroadConnect) portal
When a VoIP user tries to sign in to the GoCo VoIP portal they will be directed to set up Two-Factor authentication. To access the portal you will need to set up Two Factor Authentication after April 23rd 2021.
GoCo has implemented Two-Factor Authentication as a security enhancement which will affect any VoIP user accessing the GoCo portal.
The options for the Two Factor Authentication are via a call or SMS Message. Please note the method cannot be changed after it has been enabled.
If authentication method needs to be changed or wrong number is entered please contact the VoIP Support Team to process your request as well as remove the old profile and have user re-enroll.
There is a 5 minute timeout to enter the token once selected.
Please click here for the information on setting up Two-Factor Authentication on the GoCo portal.
10. How should I choose my voicemail password?
There are minimum standards to ensure that your voicemail remains secure. Please create your voicemail password using the following guidelines:
- Minimum of 6 numberic characters
- Cannot be repeated numbers consecutively
- Cannot be the previous set password
VoIP FAQs for Techs
FAQs related to VoIP set up and issues for technicians
1. Does using a Virtual Private Network (VPN) affect the call quality of my desktop application?
The VPN will affect the quality of service, since it goes through an additional set of routers. Dropping the VPN connection in the middle of an active call will cause the call session to be dropped for security reasons.
2. How do I access the BroadSoft portal?
Some IT administrators can manage VoIP account settings in the BroadSoft portal. Those who have access can login to the BroadSoft portal.
3. How do I find the IP address of my phone?
- On the Home screen of your Polycom phone, navigate to Settings
- Select Status
- Select Network
- Select TCP/IP Parameters
IP address is your IPv4 Address
Gateway is your IPv4 Gateway
4. How do I find the MAC address of my phone?
- On the Home screen of your Polycom phone, navigate to Settings
- Select Status
- Select Network
- Select Ethernet
5. Which switches should we have for VoIP?
ITS is currently using HP 5130 PoE switches to connect the VoIP phones. These switches are LLDP/PoE enabled for the voice VLAN feature. There are two modes we can look into:
- If every user has a dedicated network port to connect a VoIP phone, you can configure each switch port as an access port (untagged VLAN).
- If users only have single network drop, the pass-through port will be used to connect a computer. We will configure a switch port to be hybrid mode to enable the voice VLAN feature via LLDP.
For switches not supporting LLDP, VLAN discovery mode is an alternative. However, without DHCP server, the VLAN discovery mode will not work. Refer to this thread in the Polycom Community support discussion board for more information.
VoIP General FAQs
1. What is VoIP?
VoIP stands for Voice over Internet Protocol. It is a technology that allows you to make voice calls using a network connection instead of a regular (analog) phone line. VoIP converts your voice into a digital signal for transmission.
2. I understand that I don't need a physical phone. How do I make and receive calls?
With VoIP, you don’t need a physical phone. To make and receive calls, you can use an application on your computer along with headphones or earbuds with a microphone, or an application on your mobile phone. To make a call to one of your contacts, search for their name in the application and call them. You can also manually dial numbers from the application.
Please visit the VoIP Training and Support page for user guides.
3. How does 5-digit dialing work between Bell Centrex and VoIP phones?
One of the end-user experiences that will be affected is 5-digit dialing (direct extension dialing). Currently, Bell Centrex users are able to dial 946- and 978- numbers using only the last 5 digits of the phone number.
Once a phone line is moved from Bell Centrex to VoIP, that number will no longer be reachable from a Bell Centrex line using 5 digits. Users will be required to dial all 10 digits of the phone number. If they call the number using only 5 digits, they will hear a ‘your call cannot be completed’ message. VoIP users will be able to dial both Bell Centrex and VoIP phone numbers using only 5 digits.
The circumstances below that indicate "yes" show when 5-digit dialing works:
- Centrex to Centrex calling – Yes
- Centrex to VoIP – No (you must dial 9 + 10 digit phone number)
- VoIP to Centrex – Yes
- VoIP to VoIP – Yes
4. Who is the supplier of VoIP at U of T?
Microsoft Teams Phone will be the University’s new VoIP solution for making and receiving phone calls. Teams Phone will replace the Communicator 7 soft client application, which is no longer supported by GoCo.
6. What support does the Telecommunications department provide?
Telecom provides the following support:
- A physical Polycom VVX311/411/501/601/IP6000 phone connected by wired cable to the internet
- Assist users to log into their Communicator 7 desktop software or mobile app
- Ensure the Communicator 7 desktop software can receive incoming calls and make outbound calls on a wired connection to the internet
- Ensure the Communicator 7 mobile app can receive incoming calls and make outbound calls on a mobile data connection to the internet
Please note that the following setup is not a standard configuration supported by Telecom. We will make our best effort to assist users if they encounter issues, however we cannot guarantee voice quality for these setups:
- Using Communicator 7 over Wi-Fi network on any type of device
- Headsets are not supported because there are too many headset variants among different manufacturers, and each model has its own features that may or may not work with Communicator 7
- The user is responsible for ensuring the headset chosen works with Communicator 7. We can provide recommended hardware if requested, but it is not a substitute for standard configuration.
Best practices for Communicator 7 use:
- Your Communicator 7 account should not be logged in more than once simultaneously on the same type of device (i.e., on two computers at once). This will cause incoming call routing issues, where a call can be received on one device but not the other, or calls may not ring on either device. However, you can login using difference devices (i.e., your computer and mobile)at the same time using the same account.
- Assign one Communicator 7 account per user (strongly recommended). If the account must be shared, then a “one login at a time” policy needs to be strictly enforced. The person using a shared Communicator 7 account must log out of the app at the end of their shift.
- Do not enable VPN connection while using Communicator 7, as this can cause reduced audio quality during high-traffic times.
7. Where can I find the links to download the Communicator 7 app?
Visit the My Phone Training website for links to download the Communicator 7 app for Windows desktop and IOS.
To download the app on a cell phone, you can find the application in the App Store for Apple devices or Google Play for Android devices.
8. Will I lose phone service when power goes out?
Depending on where you are and whether or not the network you are using has emergency backup power, your VoIP phone and/or computer may lose power. If this happens, you will not be able to make phone calls using the VoIP system. We recommend that you keep a Bell line active for emergencies or use a cell phone to make calls during power outages.
9. Why am I being billed a Telecom admin fee?
Departments pay a Telecom admin fee to cover the staffing and operating costs of the central Telecommunications unit.
As part of the VoIP billing process, one of the primary goals was to increase transparency. The Telecom admin fee used to be built into the Bell Centrex line fees charged to departments. The updated VoIP billing process splits out the VoIP line fee from the Telecom admin fee in your departmental phone bill.
10. What does the Telecom admin fee pay for?
Telecommunications is a central cost recovery unit which provides a wide variety of services to departments. The Telecom admin fee covers the staffing and operating costs of this unit. Learn more about Telecom services.
Microsoft Teams Phone Migration
1. Who will be migrated to Teams Phone?
Faculty and staff who have individual VoIP phone lines will be migrated. Currently, Teams Phone is not meant for complex, multi-line calling environments (i.e., hunt groups, where incoming calls are routed to a group of users, call centres, auto-attendant).
Please note that physical VoIP phones are currently not in scope for the migration.
2. Who qualifies to migrate?
Active staff and faculty with an active UTmail+ A5 license account are eligible to migrate to Teams Phone.
Note: Most staff and faculty have a UTmail+ A5 license account. Telecom will be validating these accounts during the migration process.
3. Why are we migrating to Teams Phone?
Teams Phone will replace the Communicator 7 soft client application, which is no longer supported by GoCo. The migration to Teams Phone will also unify the University’s communication tools and simplify the user experience.
4. When can my department migrate?
The Telecom team will reach out to each department and work with them on a migration schedule.
5. Can I keep my current office number?
Yes, you will be able to keep your current number.
6. Do I need to install any new software?
Teams Phone is integrated into Microsoft Teams. If you don’t already have Teams on your device(s), you will need to install it.
7. Does Microsoft Teams Phone work on mobile devices?
Yes, users will be able to get the same experience on mobile devices as on the desktop Teams app.
8. Is 5 and 4 digit extension dialing supported?
No, this is currently not supported.
9. I need to call 911 and/or Campus Police. Should I use Teams Phone?
As with most VoIP solutions, Teams Phone calling should not be relied upon for emergency situations or safety issues. A cell phone or hardwired Bell Centrex phone is recommended in these situations.
10. Can departments still reserve a spare pool of phone numbers on MS Teams?
No, Telecom will manage all spare phone numbers.
11. How much does it cost to use Teams Phone?
The cost is a $15 flat rate per user per month.
12. Is there any cost to migrate?
No, there is no cost to migrate to Teams Phone.
13. I don’t have an existing VoIP line, but I would like to use Teams Phone. What about me?
You will need a VoIP line assigned to you to use Teams Phone. Please speak with your manager if you need VoIP.
14. What about my Polycom VoIP desk phone, can I continue to use it with Teams Phone?
Your physical Polycom phone is not required to use Teams Phone. All features of Teams Phone are accessible through the Teams app on your desktop/laptop and mobile.
If you prefer to continue using your existing Polycom phone, your local IT/department will be in charge of this process. Your local IT will be provided with instructions from Telecom to manually convert your phone to Teams Phone. Your department may also procure new Teams-compatible phones if needed.
15. What if my department needs access to a hardwired phone for safety reasons?
Departments may still choose to have a hardwired Bell Centrex phone installed in areas where safety is a concern. View pricing here.
16. What's the difference between Teams Phone and Communicator 7?
Please refer to the features comparison table.
17. I received confirmation that my number has been ported to Teams. When will I have access to Teams Phone?
Your Teams Phone will be ready to use once the dial pad appears in the Teams app when you select the “Calls” icon. Once your number has been ported to Teams, the dial pad should appear within an hour for most users. For some users, it may take up to 24 hours for the dial pad to appear. Users may not be able to make external outbound calls until the dial pad appears.
If you don’t see your dial pad appear, try logging out of the Teams app and logging back in. If you experience any issues, please contact voipsupport@utoronto.ca.
18. How do I mute incoming calls in Teams?
To mute incoming calls, set your Teams status to do not disturb. You can find this setting via your Teams icon in the top right of the Teams desktop app and in the top left of the mobile app. Any missed calls received while your status was set to do no disturb will be visible in your calls history.
19. If I am no longer using my desk phone, how do I properly dispose of it?
Facilities and Services recycles the University’s e-waste. Please contact the Waste Management and Recycling team at recycling@utoronto.ca to determine the best way to recycle your old desk phone.
20. I have Communicator 7 for VoIP. Can I still use it?
Communicator 7 will reach end of life on April 30, 2023. This means that Communicator 7 users will no longer be able to use the system after this date. Instead, users will be migrated to Teams Phone for VoIP.