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The document describes how to request new lines, changes to existing lines or accounts or removal of lines in the Cisco VoIP system.
To facilitate work from home, we have created a new form to request a Jabber account for an existing line. To expedite account creation, we are not requiring an authorized user to fill out the request for you.
Only Authorized Users may submit other requests. To determine who is an Authorized User for a department please check here: https://networkapplications.doit.wisc.edu/telephone/requests/access-lookup.aspx
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. To check on the status of a request, use HelpOnline. Please note that in order to view on HelpOnline, you must use your correct NetID in the form.
Things to consider:
- ALL Cisco and Jabber equipment must be purchased through the Shop@UWbefore a request is submitted. Please note other brands of equipment are not supported. Equipment cannot be purchased through the Cisco VoIP team and accounts will not be created unless the equipment has already been purchased. You will need the MAC address of the desktop phone to complete the request. To find a MAC address, see Cisco VoIP - How to find a MAC address
- If you need the Jabber desktop client and you do not already have a phone setup please submit a new line request. Once you have a Jabber account, you may download the software or have your IT staff install it. Cisco VoIP - Jabber Software Installation for Computers
- 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 data jack.
- Please do not bookmark links to each individual form; link to this page instead. These links will change as we update forms.
- The forms are powered by Qualtrics. If there is a Qualtrics outage, the forms will not work. Please check the outage page. If there is outage, you must wait to submit your ticket until the outage is resolved.
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 Request
A change is a modification to an existing phone line or telephone. 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, when an employee changes name, call routing changes, voicemail changes, or any other change not covered by another form.
Note: The link for Change Request changed on May 3, 2019. If you had bookmarked the previous link, please update it to the new link below.
Jabber Request
This form is for users that already have a phone number assigned to them. They are just requesting that a Jabber account for the desktop, iPhone and/or Android be created for them. Please note that Jabber account are only for numbers assigned to people.
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. Please submit separate forms for each account that needs changes.
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Sidecar Changes
This form is to be used for changes for the Cisco 8851 Sidecar (Expansion Module). All fields on the form are required. Missing information will lead to delays in your request completion. Please fill out the spreadsheet below and email the form to [email protected].
Large Moves/Changes
This form is to be used for changes that impact 5 or more lines. All fields on the form are required. Missing information will lead to delays in your request completion. Please fill out the spreadsheet below and email the form to [email protected].
See Also:
If you need further help, please contact the DoIT Help Desk for assistance
How to switch between multiple lines in the Jabber for desktop clients.
Please note that only Jabber for Windows and Mac can have multiple lines. You can have up to 8 lines on a Jabber account. Jabber does not support having speeddials, only Neither Jabber iPhone nor Android can have mutliple lines. The user must have the Jabber 12.7 for multiple line appearances. To find what version of Jabber you have:
- Go the gear-shaped icon on the top of window.
- Select Help
- Select About Jabber
Switching between lines to make a call
At the bottom of the Jabber window, press the down arrow to display all lines available on this phone. If there is not enough room to display all the lines, use your down arrow to scroll through the lines. Hit enter to select the highlighted line to make that the active line. The active line will show in blue and will also be displayed at the bottom of the Jabber window.
Cisco Voip Services
Starting in Jabber 12.8, users can control line ringing on multiple lines
Click the 'Settings' icon and choose 'Settings' from drop-down menu
Click 'Notifications' on the left panel of the Settings box. On the 'Notifications' page there is a drop-down menu to select a line appearance and a drop-down menu to select the ringtone for the line appearance. If the user does not want the line to ring, select '-No Ringtone-.