Frequently Asked Questions
  Telephone System Upgrade

When talking with a person on a 486-XXX number why does it “sound hollow or echo”?

The “hollow / echo” experience is caused by the person using the speaker-phone function on the Avaya phone.  In a quiet room, the room the person is in causes a certain amount of echo. This can be rectified by asking the person to pick-up the handset.

The quality from the handset is better than the quality from the speakerphone. In older traditional telephone systems, there is a measureable amount of background noise (white noise) that gives the caller a sense that the line is still active even when the other party is not speaking.

I’m having problems making Long Distance calls.

The integration of the two phone systems (Fujitsu & Avaya) relocated the long distance trunks to the Avaya system, the handling of the long distance for the Fujitsu customers will take a few moments longer as the Fujitsu hands the call off to the Avaya and the Avaya hands the call off to the long distance provider.

The user experience is slightly different as well.

Dial * 9 1 (long distant number)
       Listen for “beep, beep, beep” (Fujitsu phone says “TIE” in display)
                Key in your authorization code (Wait)
                                Call completed or line rings busy.

When dialing long distance Fax/modems you will have to adjust the Fax/modem dialing string with additional “pauses” (,) to allow the call to be completed.

I’m having problems connecting through remote access (713-500-7980).

The number has changed to 713-486-9999, the procedure is the same as before. A message is being drafted to the remote user community to make them aware of the change.

My Message Waiting Lamp is ON and I have checked my Voice Mail.

This is an ongoing problem; we are working with our vendor to isolate the cause. It would be advisable to check your voice mail often if you’re away from your phone for very long.

Why does the University need to replace its telephone system?

The UTHSC-H installed its current Fujitsu Business Communications System (FBCS) in 1996 and 1997.  While it has generally served the university well, there are several reasons why the system must be replaced:

• Fujitsu of North America pulled out of the North American market in 2001 and development of the FBCS system stopped meaning that this system will not support new features common in the marketplace. In addition, service warranties expire in 2011 and maintenance costs will escalate. System failures will become more frequent and be longer in duration.
• Until the addition of the Research Park, UTHSC-H was able to expand the existing FBCS system or purchase a small used system to provide voice communications in new space. However, the Research Park cannot be accommodated in this fashion requiring the selection of a new communications vendor.
• The existing 500-dial plan has reached the limits of its extensibility. A broader numbering plan is necessary to bridge the existing system into a unified solution.
• An even more immediate problem exists at the Harris County Psychiatric Center where the telephone switch is 22 years old and will soon be unsupported by its current vendor.

What will replace the existing telephone systems?

The Avaya Voice over Internet Protocol (VoIP) solution was chosen, because of its capabilities and integration with the existing Fujitsu and other auxiliary telephone systems.  The IBM Corporation was awarded the bid to integrate a new telephone system with our existing Fujitsu phone system. The telephone billing system will also be replaced.

What is the timeframe for replacing the telephone systems?

This will be a multi-year project, funded from various sources. The UTHSC-H community will be notified periodically of major events as they are scheduled. Watch for updates in News on the Go and check this Web site for additional information.
Note:     Initially, certain teams from Communication Services will migrate to the new Avaya Phone system to better understand how the system works. 

Project Phase Overview:

Phase One:  January 2009 – June 2009

• Information Technology Pilot Group
• Harris County Psychiatric Center
• UT – Physicians @ Memorial Hermann Plaza

Phase Two-A: January 2010

• Research Park - South Campus

Phase Two-B: September 2010 – 2013

• Houston Medical Center
• Denton Cooley (Texas Heart Institute) (9th floor only)
• Graduate School of Biomedical Sciences
• Recreation Center
• New Dental Branch
• Operation Center Building
• UT Professional Building
• HCPC Outpatient Clinic (Willowbend)

Phase Three:  2014 – 2015

• School of Public Health – School of Nursing
• University Center Tower – Institute of Molecular Medicine
• Medical School - Medical School Extension – Jesse Jones Library

How will this affect me?

The biggest impact on the university will be changes to the dialing plan. Unfortunately, as the UTHSC-H has grown it has exceeded 9999 extensions making a 4 digit dialing plan a relic of the past. Communications Services is concerned about this issue and is working with the vendors to minimize the changes necessary to bring all our systems together. We will publish more on this topic as details develop.

We currently have to dial *9 and 10 digits to get an outside line to call HCPC or UT Physicians. Phone numbers in the new Avaya phone system will begin with 713-486-xxxx.  People who move to the Avaya phone system early on will have to dial *9 + the full 10 digit phone number indicated below. 

• Harris County Psychiatric Center numbers are 713-741-xxxx
• UT Physicians numbers are 832-325-xxxx
• The UTHSC-H main campus numbers are 713-500-xxxx

Likewise, people in the list above will have to dial *9 + 713-486-xxxx to reach people on the Avaya phone system.