General Troubleshooting and FAQs
- I cannot make a call to someone outside of campus
You need to dial an 8 for an outside line and the area code to make a call. - When I dial an outside number, I get the message “all circuits are busy”
This happens sometimes if you have dialed the number incorrectly. For example, not dialing an 8 for an outside line or not dialing a 1 for long distance. Note: there are some 507 area codes that require a 1 for long distance. - I forwarded my calls to another number but it is not working
Did you use an 8 for an outside line (if the number is off campus) or a 1 for long distance. Many times that is the problem. - My desk phone suddenly has stopped working
Try restarting your phone by unplugging your phone, wait 10 seconds and plug your phone back in. - We temporarily lost internet or power and now my desk phone is not working
Try restarting your phone by unplugging your phone, wait 10 seconds and plug your phone back in. - Our internet is down and I cannot use my desk phone
The new phone system is VoIP which uses an Ethernet connection. Your phone will not work without an internet connection. Once internet is restored your phone will work. - The power is out on campus and my phone is not working
Once the campus generator is up and running your phone will start working again. - Several departments have asked whether there is a way to place a call from home without exposing your personal phone number.
This can be done by using the Zulu softphone. All faculty and staff now have a Zulu account to accommodate working remotely. - Can you have both a desktop phone and use the softphone (Zulu)?
Yes, both will ring when calls come in and you can answer calls on either one.
Grandstream Phone Specific
- How do I transfer a call so that I can introduce the caller prior to the transfer
This is called an “Attended Transfer”. During the first active call, press the soft key transfer on your screen or press the “transfer” button (button with two phones). Dial the extension or 10 digit number, then press the “AttTrnf” soft key or press the “transfer” button again. - How do I add a second participant to my call (i.e.conference call)
Note: this can only be done with a desktop phone at present.
While on a call with someone, press “conference” button, dial the extension or 10 digit number of the person you want to add to your call and press the “dial” soft key. Once the other person is on your call you can press the “conference” button again to add all participants to the call.
Zulu Softphone Specific
- I want to use the Zulu softphone while I am working from home. Can I just install the software and start using it?
All faculty and staff now have a Zulu account to accommodate working remotely. If you are having issues installing Zulu, please contact the Helpdesk to make this request or call x5999. - I am getting an “unable to connect to the Carleton network” error when I try to open my Zulu software.
There are a few things that could be the problem:
* You need to be connected the the VPN. Even if you are campus, connect to the VPN if you are having issues.
* The Port needs to be 8002
* You need to use this specific username: username@carlpbx.its.carleton.edu (ie. fschiller@carlpbx.its.carleton.edu) - I just got a Zulu softphone for working from home. I already have a voicemail recorded on my Grandstream desk phone,do I need to still record a voicemail in Zulu?
No you do not need to record another greeting. Your voicemail is associated with your extension so it will work for both your desk phone and Zulu. - Do I have to keep the softphone program (Zulu) open?
Yes, but you can minimize the window. It will continue to run in the background so you can receive calls. - I just got Zulu for working from home but my calls are not coming through the application
Did you previously have your number forwarded to another phone? You would need to cancel the forward for Zulu to work. - How do I transfer a call in Zulu?
While on a call with someone, press the “transfer” button (showing two phones), enter the extension or 10 digit number you want to transfer the person and then press the “transfer” button on the keypad (showing a single phone). - How do I clear my call history?
Click on the activity tab in Zulu. Click on the three dots and choose “Mark all as read” or if you want to completely clear your history, you can choose “Archive all activity”. - Callers are having issues hearing me or the sound quality is bad
Check your microphone settings in Zulu. These can be found under “Call Settings” within the Zulu preferences. You may have multiple microphone options in the drop down. Test your different options to see if that will improve the quality. - I use a Mac and if I have my Zulu running and my Mac falls asleep, Zulu won’t reopen. What should I do?
Zulu is still available, but you need to open it from the status menu and not from the dock. Look for the “Z” in the upper right hand corner of the screen and click on it.