Cisco VoIP New/Change/Remove Line Request

The document describes how to request new lines, changes to existing lines or accounts or removal of lines in the Cisco VoIP system.

    To request a new phone line/account, a change or move to an existing phone line/account, or the removal of a phone line/account in the Cisco VoIP system please use the following links to submit the request. These requests will be sent to the Network Applications team through Cherwell. Please note that these Google Forms require the user to be logged into their UW-Madison Google Apps. If they use a personal Google Apps account they will receive an error.

    Only departments that have already migrated to Cisco or have established a kick-off date with the Network Applications team are eligible to create phone line/accounts in Cisco. All other departments will need to request accounts in their existing system. To determine if a department has migrated or will migrate soon please check the calendar on the VoIP project website located here.

    Only Authorized Users may submit requests. To determine who is an Authorized User for a department please check here:

    Things to consider:

    • To purchase a hard phone (desk phone) please submit a new line or change line request.
    • To purchase a Jabra headset without creating an account please visit the DoIT Tech Store online or in-store.
    • If you need the Jabber desktop client and you do not already have a phone setup please submit a new line request. If you already have a phone setup please contact your IT staff to have Jabber installed on your computer.
    • Turnaround time for these requests is 5-7 business days if the request is for a number that already exists in the Cisco VoIP system. If the number is currently used in Skype for Business or Centrex then the turn around time is 6-8 weeks due to processing with third-party vendors.

    New Line Request

    A new line request is when a department wants a new Cisco VoIP phone number that is currently not in use on any system. Examples would be new employees, adding a phone to a conference room, etc. These requests will receive an available number from the pool. If a request is to move or change a specific phone line that is currently in use then that will be a line change.

    Change Line Request

    A line change is moving an existing Cisco VoIP phone line to a new location or transferring it to a different person. Examples would be when one employee retires and someone else is hired to replace them and will use the same phone line, when a customer is moving offices or building, etc. This is NOT for users who want to change an individual account.

    Account Change Request

    A change to an individual account involves a specific phone number or user. Examples include changing display names, line appearances, voicemail, international calling, hunt groups, intercom feature, etc.

    Line Removal Request

    A line removal is when a department no longer needs a phone line and wants to put that phone number back into the University’s available pool. An example would be when an employee leaves the university and the department doesn’t need their phone number anymore.

    Keywords:account employee hire fire retire delete alter display name voicemail voice mail order form   Doc ID:74643
    Owner:Katie H.Group:Voice Services
    Created:2017-07-17 12:39 CSTUpdated:2017-09-20 13:35 CST
    Sites:DoIT Help Desk, Voice Services
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