Phones, Contact Center ACD, and Voicemail

General Information

The university provides Voice over Internet Protocol telephony for telephone service. Additional features such as instant messaging and Computer Telephony Integration (via Cisco Jabber or Webex) are available to users of this service.

Voice Services

Voice Services are available to faculty, staff, and university offices, requiring telephone services to support operations. Voice Services are bundled to include these features and equipment:


CMU Phone Number

Directed Call Park

Voicemail with Unity Messaging

Call Forwarding

Busy Lamp Field / Speed Dial

Additional Line Appearance

Changed Caller ID Display

Local and Long-distance Dialing

Call Pickup


Additional features and associated costs are available in the university fee schedule.


Phone Models

Cisco Telephone Equipment

Equipment Pricing

Cisco 7841 (4-line desk phone)


Cisco 7861 (16-line desk phone)


Cisco 8845 (video desk phone)


Cisco Jabber Softphone1


1CMU OIT does not provide the PC, Mac, mobile phone, or tablet to support the softphone application

Voice Services Cost

Under the university budget model implemented at the beginning of FY23-24, the Infrastructure Cost Allocation Pool funds voice services of one device/one phone number for each faculty and staff position within a cost center. No additional cost for these phones will be listed on the monthly Telecom statement. Department cost center managers and reconcilers will see these funded lines denoted on the monthly Telecom statement as “Infrastructure Cost Allocation Pool Phone.” In other instances, voice services cost $18.71/month and include the Voice Services features listed above at no additional cost.


Advanced Voice Services

Advanced Voice Services include but are not limited to fax services, speakerphones, voicemail transcription, unified mobility/single number reach (SNR), call handlers, hunt pilots, call recording, and ring-down services.  Costs for advanced voice services vary by service and are included in the university fee schedule.


Contact Center Services

Specialized contact center software is available for groups with complex call distribution, queuing, and IVR functionality. Telecom passes the licensing, maintenance, and development costs along to the departments consuming the services.


Academic/Administrative offices are eligible for this service.


Costs will vary based on chosen equipment, features, and building infrastructure.

Related Service

Telecom Service Add, Move, or Information Update Request

Request Assistance


Service ID: 14944
Mon 9/19/16 1:06 PM
Tue 7/25/23 2:54 PM