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 WiscIT powered by Cherwell, our ticket management software.

    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:

    • ALL Cisco and Jabber equipment must be purchased through the DoIT Tech Store before a request is submitted. Equipment cannot be purchased through the Cisco VoIP team and accounts will not be created unless the equipment has already been purchased. 
    • 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 desk phone setup please contact your IT staff to have Jabber installed on your computer as your Jabber account already exists.
    • Turnaround time for these requests is 2 weeks if the request is for a number that already exists in the Cisco VoIP system and you have an active jack. If the number is currently used in 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, adding an additional phone to an office, etc. These requests will receive an available phone number from the University's pool of spare phone numbers. If a request is to move or change a specific phone line that is currently in use then that should be submitted as a line change request (see below).

    Note:  The link for New Line Request changed on July 12th, 2018.  If you had bookmarked the previous link, please update it to the new link below.

    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 buildings, etc. This is NOT for users who want to change individual account settings, that would be an account change request (see below).

    Remove User Request

    This form is a request to remove a user in the Cisco VoIP system.  The phone number associated with this user will be removed from any phone and added to the spare number list.  The number will be held in the spare number list for six months and the department may request to reuse the number within that time.  If there is a voicemail box associated with this line it will be deleted.  Requests for removals in the Centrex phone system must be submitted to  Please submit separate forms for each account that needs changes.

    Account Change Request

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

    If you need further help, please contact the DoIT Help Desk for assistance

    Keywords:account employee hire fire retire delete alter display name voicemail voice mail order form forms   Doc ID:74643
    Owner:ELIZABETH C.Group:Voice Services
    Created:2017-07-17 13:39 CDTUpdated:2018-09-27 09:18 CDT
    Sites:DoIT Help Desk, Voice Services
    Feedback:  2   3