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Telephony

Following a major upgrade to our telephony system in Spring 2025, the following changes will be in effect:   

1. Softphone  
All personal telephony users including Softphone, Fixed Phone and Hotdesk users will be provided with a RingCentral Softphone if they qualify via the criteria provided in the QM Telephony policy documentation. 
 
Instructions on how to use Ringcentral softphone can be found here.

2. Handsets 
The previous Mitel handset has now been replaced with Yealink handset, which has many features of its predecessor and more. 
 
Going forward Yealink handset will only be issued for use in common areas e.g. lift lobbies, stairwells, shared spaces etc. 
Further details about usage can be found here.

3. Voicemail PIN 
Voicemail previously set on an extension number should still work. To change the default Voicemail PIN visit the following links:  

Instructions on changing voicemail PIN for softphone 
Instructions on changing voicemail PIN for Yealink handset

4. Voicemail    
Accessing Voicemail can be achieved from the link below for both softphone and handset: 
Accessing voicemail 

5. Call Forwarding  
Call forwarding instructions for softphone can be found here:   
Instructions for Call Forwarding 

Call forwarding instruction for the Yealink handset can be found here:   
Instructions for Call Forwarding 

6. Mitel  Desk Phones   
The Mitel handsets have been decommissioned and will no longer work. Campus Customer Support team members will be going around and collecting them. If you still have one, please raise a ticket through Service Desk for it to be taken away.

7. FAQs
1) My phone has stopped working – what should I do? 
Log a ticket with the Service Desk 

3)How do I install Ringcentral Softphone on my managed device? 
The Ringcentral Plugin is available to down and install from the Software Centre.
Please visit link below for further details:  
https://www.qmul.ac.uk/its/support/self-help/telephony/ringcentral/#Installation 

4)I can't login to my Ringcentral Softphone in MS Teams using Single Sign-On(SSO) 
Ensure you are typing the username as your email address in the format of name@qmul.ac.uk (e.g.: J.Smith@qmul.ac.uk) and your password as your QMUL Password.

5) I’ve been given a different extension to the one I had previously – how do I get it changed? 
Log a ticket with the Service Desk. 

6) How do I change my Voicemail PIN? 
Instructions on changing voicemail PIN for softphone 
Instructions on changing voicemail PIN for Yealink handset 

7) How do I access my voicemail? 
Softphone and handset users: Accessing voicemail 

8)What is my Voicemail PIN? 
If you had a voicemail box on the Mitel(Micollab) telephone system you will have been provided with a Voicemail box in Ringcentral as well. The PIN for your voicemail will have been emailed to you. 
If you don’t know your voicemail PIN log a ticket with the Service Desk. 

 
8) What’s happened to my voicemail greetings and messages? 
Voicemail greetings and messages will have been lost during the upgrade. 

To reset greeting follow steps below: 
Softphone voicemail greeting 
Handset voicemail greeting

9) How do I set up call forwarding? 
Follow these instructions for Softphone 
Follow these instructions for Yealink Handset 


10)Why do I still have Micollab on my computer? 
Micollab will continue to run on your computer in the background but you wont be able to receive or make call from it.
To remove it log a ticket with the Service Desk. 

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