Listed below are some of the questions we are asked most frequently. This list will be regularly updated as new questions are presented to us.
General FAQs
How do I get to the Help Desk?
The Customer Service Center (or Help Desk) website contains a map and directions. The number for the Help Desk is 293-3631.
How do I get to the CBLC?
The Computer-Based Learning Center (CBLC) website contains a map and directions. The number for the CBLC is 293-6128.
Who do I contact about phone problems?
Telephone problems should be directed to Telecommunications. The number is 293-4683.
Who do I contact if my computer/laptop stops working, or is not working correctly?
Problems with your computer or laptop should be directed to the Customer Service Center (or Help Desk). The number for the Customer Service Center is 293-3631.
Who do I contact if my computer has a software problem?
Most software problems should be directed to the Computer-Based Learning Center. The number for the Computer-Based Learning Center is 293-6128. If your problem is that your software has stopped working completely and need to be reinstalled, you will need to contact the Customer Service Center.
Where in the Health Sciences Center can I get an internet connection?
There are a variety of areas throughout the Health Sciences Center with wired and/or wireless connectivity. Go to Connected Areas to see information on network-ready classrooms and areas in the Health Sciences Center.
What should I do if the Internet if not working on my computer?
If you are unable to access a site, please try the following steps first:
- If you turn on your computer and do not have connectivity:
- Check to make sure your network cable is not unplugged--something may have bumped or fallen upon the cord.
- Attempt the steps below.
- If you were searching the web and you lost connectivity:
- Reload the site to see if there was a temporary problem with the page.
- Try a different website--it is possible the website you are visiting is having problems.
- Try a local website, such as the intranet or the ISO website (iso.hsc.wvu.edu). This lets you know whether it is the outside connection to the internet that is malfunctioning, or whether all connections are down.
- See if other people around you are able to access the internet. This lets you know whether the problem is widespread or just restricted to your computer.
- Wait a minute or two, and then try again. Sometimes there are "hiccups" in service that disappear in a few moments.
- If network connectivity is down for your area, designate one person to call the helpdesk (293-3631), to make sure they are aware of the problem.
We know that loss of connectivity can be a problem, so Networking will be doing everything they can to bring the internet back up. Keep in mind that Networking will not have time to give the helpdesk updates, so please wait patiently for connectivity to return.
How can I access my GroupWise mail from the Internet?
You can access your HSC GroupWise e-mail account by going to the site http://gwweb.hsc.wvu.edu.
How do I find someone's e-mail address?
You can find addresses, phone numbers, and e-mail addresses for Health Sciences personnel at the HSC Search Tool page. You can find phone numbers and e-mail address for all faculty, staff and students at WVU's on-line phone book.
How do I forward my MIX account?
MIX accounts may only be forwarded to another WVU account:
- mail.wvu.edu
- hsc.wvu.edu
- rcbhsc.wvu.edu
To set a forwarding address visit https://stats.mix.wvu.edu/ and login with your MIX username and password.
HSC Computer Disposal / Reassignment Policy
Please see the Policy and Procedures page.
Health Science Center FAQs
How do I install Service Pack 1 for Windows XP on my computer?
The directions to install Service Pack 1 are located on this page.
How do I locate the hardware address on my computer?
For Windows 95, 98 and ME: Go to the "Start" menu, Choose "Run", type in "winipcfg" and then press the Enter key. The Adaptor Address is the hardware address.
For Windows NT, 2000 and XP: Go to the "Start" menu, Choose "Run", and type in "cmd". A "Command Prompt" window will appear, and in that window, you type in "ipconfig /all" (please note that there is a space between the g and the /) and press the Enter key. The Physical Address is the hardware address.
How do I find out my IP number for my computer?
Visit this link for information about your network
address.
Student Laptop Program FAQs
How do I install Service Pack 1 for Windows XP on my new Student Laptop?
The directions to install Service Pack 1 are located on this page.
Telephone FAQs
Ten-digit dialing
Effective July 26, 2008, local calls now require 10-digit dialing.
All local calls placed from 293 prefix numbers at WVU should now include 10 digits (304 area code + seven-digit phone number). Those who forget and dial only seven digits will still be connected until Aug. 10.
The 10-digit dialing requirement is a response to the West Virginia Public Service Commission approval of a new 681 area code assigned to new phone numbers in West Virginia starting next year. At that time, new numbers may be assigned a 681 or 304 area code. Campus calls will remain 3-xxxx. Long-distance calls will continue to require 8 + area code + seven-digit number + TID.
Please refer to http://oit.wvu.edu/telecom/dialing.php to determine which prefixes are considered local calls from the 293 prefix.
To access the OIT monthly phone bill
Please make sure that you have been granted access before attempting to log on to view the bill for your department. If you do not have access, please email your userid and department’s DA (funding number) to the Help Desk at hsc_helpdesk@hsc.wvu.edu
To log on to view your bill, open Internet Explorer and enter the address: http://oitbill.wvu.edu
Once you enter this address, a window will pop up asking you to enter your user name and password. The user name is always in the same format as: wvu-ad\userid-hsc (you have to enter the entire thing including the wvu-ad\ and the userid. Your WVU AD userid is the same as your Groupwise userid, plus the -hsc).
The password is your WVU AD password.
On occasion, after you enter the information correctly, you may get a "This page cannot be displayed" message. If you do, please enter the address again and press your enter key. If you have access to this site and have typed your userid and password information correctly, this may bring the Telecom site up.
If you continue to have problems accessing the site and are 100% sure that you’ve entered everything correctly, the problem is most likely with your AD password. You can reset your AD password by going to https://adreset.wvu.edu/iisadmpwd/aexp4b.asp and following the steps. Please note that it may take 15 to 30 minutes after changing the password for it to sync up with the phone bill web site. If you have problems with this reset procedure, please contact the HSC Help Desk and ask them to reset your AD password.
If you are sure that you have access, have typed your information in correctly and your AD password is correct, but still have problems logging in to the site to view your phone bill, please contact the HSC Help Desk at 293-3631 or at hsc_helpdesk@hsc.wvu.edu
What telephone exchanges are included in our Cisco VoIP local calling plan?
As of September 14, 2007, the following exchanges are included in our Cisco VoIP phone system for local calling. These exchanges can be dialed toll-free without incurring long-distance or TID charges.
*Morgantown Cisco VoIP users can call the Eastern-Division campus toll-free by dialing: 701 + four digit extension.
Exchanges now included in our local calling plan (as of 9/14/07):
Area Code 304 |
|
Blacksville |
432 |
Bruceton Mills |
379 |
Cheat Lake |
594, 777 |
Core |
879 |
Daybrook |
798 |
Fairmont |
333, 363, 365, 366, 367, 368, 502, 534, 612, 657, 694, 816, 987 |
Fairview |
449, 503 |
Farmington |
504, 825 |
Grafton |
265, 506, 518, 903 |
Kingwood |
329, 441, 507, 698 |
Laurel Pt |
983 |
Mannington |
508, 986 |
Morgantown |
212, 216, 225, 276, 282, 284, 285, 288, 290, 291, 292, 293, 296, 319, 322, 376, 381, 413, 418, 427, 554, 581, 598, 599, 680, 685, 692, 826, 906, 943, 985 |
Mt Morris |
328 |
Newburg |
509, 892 |
Reedsville |
864 |
Rivesville |
278, 602 |
Tunnelton |
568, 603 |
Wadestown |
662 |
Worthington |
287 |
Area Code 724 |
|
Pt Marion |
505, 577, 725 |
What do CFV, CFDA, and CFB stand for, and how do they function?
When activated, these functions change the way your phone handles calls that you miss because you're away from your desk or on your other lines.
- CFV = Call Forward Variable
When activated, CFV allows you to send your incoming calls directly to a different phone number without ringing on your line. - CFDA = Call Forward Don’t Answer
When activated, any incoming calls that are not answered after 3 rings will be sent to a different number that you have indicated. - CFB = Call Forward Busy
When activated, calls that come in while you are on your line(s) are forwarded to a different number that you have indicated.
Most people will want their calls to go to voicemail in these situations. In that case, you would enter the new voicemail number, 293-5000 for these three functions. In some cases, you may want to send your calls to different number. For example, main phone lines may need to always answered be by a live person. Therefore, a main line may be forwarded to a different line where a live person will be able to answer incoming calls.
How can I connect directly to a voicemail box greeting?
Connect Directly to a voicemail box will allow an internal VoIP user to directlycall a
voicemail box greeting. This will allow you to call someone's voicemail
and leave them a message without ringing their phone and waiting for
voicemail to pickup. It will also allow you to transfer a caller to
someone's voicemail box if you know they aren't available.
The dialing procedure is very easy, just dial * * and the 5 digit number. For example, if someone calls Becky and then decides they want to talk to me but I'm not in the office, Becky can simply:
- Press the transfer softkey
- Dial * * 35664
- Press the transfer softkey again to complete the transfer
What is a call pick-up group?
Call pick-up groups are typically used in an office by individuals whose work stations are in close proximity. When a call pick-up group is established, it allows people to answer each other’s incoming calls from their own phone sets by pressing a button. This differs from “call appearances” in that the incoming calls will not be visible on the phones in the call pick-up group. Therefore, members of the group must be able to hear each other’s phones ringing.
What are call appearances and what functions do they serve?
Call appearances are the visible lines that appear on the phone set. On the new VoIP phones, these lines appear on a digital screen. Typically, each phone set has 2 primary incoming lines (call appearances). In addition, small sets may have up to four additional (secondary) call appearances for a total of 6 lines. Large sets may have up to 18 additional (secondary) call appearances for a total of 20 lines.
-
Call appearances can serve any of the following functions:
- Primary number Phones will have 2 incoming lines, but more can be added if necessary.
- Call appearance only (phone does not ring) This function allows you to view the status of another person’s line. Specifically, you would be able to see and answer incoming calls, see if that line is being used, and determine if it has any voicemail messages. However, with this type of call appearance, you will not hear any rings.
- Call appearance with delayed ring (phone rings after 3 rings) This function allows a phone line to ring on another line if someone does not answer within 3 rings.
- Call appearance (rings simultaneous) This function allows an incoming line to ring on more than one phone set at one time.
- 800 number
- Personal number w/ or w/o voicemail This is generally used by an individual who answers a main phone line and would like to have a separate personal number.
How do I set up a conference call consisting of more than eight participants?
The VoIP phone system is capable of making conference calls that include up to eight participants. For calls requiring more than eight, the University recommends using the University's long distance carrier for teleconferencing services. To use the long distance carrier's Teleconferencing Service, please contact Judy Shackelford at 293-4079 or contact the OIT Help Desk at 293-4444, option 1, or email at oithelp@mail.wvu.edu.
It is recommended that you contact Judy or OIT as soon as you know the details of your call. Generally, a two day setup is required. When arranging service, please provide the following information:
Contact Name and Phone number
Billing Funding Source (GL or DSN)
You will receive a PIN which can be used for future conference calls. The charges for the conference call will appear on your departmental phone bill under the billing information you provided. As of June 8, 2007, rates are .12 per minute per caller. Questions about using this service may be directed to Judy Shackelford, 293-4079.
How do I forward a fax line to another number?
To forward:
Dial **1, wait for dialtone, then enter the number you wish to forward to (ie. 3xxxx, 9598xxxx).
To cancel forwarding:
Dial **2
Can I call the Eastern-Division campus from Morgantown toll-free?
HSC phone users on the Morgantown Campus can call Eastern-Division Health Sciences Users toll-free by dialing 701 + four digit extension.
How do I place an international call?
Dial 8 0 11 countrycode citycode TID.
After you dial the phone number, there is a long pause before the TID prompt begins. There is a pause because the switch does not know how many digits you are going to dial for international numbers, so it has to wait to make sure you are finished dialing. If you are using a fax machine or modem, you need to put enough pauses in to get to the TID prompt. Alternately, pressing the # at the end of the phone number will prompt the switch to continue.
What headsets are recommended with the new phones?
GN Netcom GN 2110 Std-02 Standard headset.
GN Netcom GN 2120 NCD-02 Slightly better clarity, & a noise cancelling microphone for noisy environments.
Both can be purchased at hellodirect.
Plantronics H351, SupraPlus SL, goes for about $68 plus shipping. The
plus model comes with a spare voice tube and a few other accessories.
You also need a Cable Adapter to use it with the Cisco IP phone, part number
#26716-01, which costs about $13.
Available from www.headsetsdirect.com.
My phone cord is too short. Are there longer cords available?
These longer cords may be purchased from Office Depot:
These longer cords may be purchased from Office Depot:
Belkin 12' Handset Cord, Black (Item #429736)
Belkin 25' Handset Cord, Black (Item #430500)
The 12’ cord is slightly longer than the cord that comes with the phone, and the 25’ cord is considerably longer.
What phone cord detanglers are recommended for these phones?
The AT&T Handset Cord Detangler (Item #344333) may be purchased from Office Depot.
What should I do if there are phone lines we no longer need?
Go to the HSC Telecommunications website, https://phones.hsc.wvu.edu/, and complete a “Delete Phone/Analog Line” form. Do not delete lines if you are not completely sure that they belong to your department. There may be phone lines on your bill that are in use by other departments (see next FAQ).
How can I determine the line number assigned to an analog line (fax, etc.)?
Dial 9990# to invoke a recording that includes the line assignment.
What should I do if one of our department phones is not listed on our phone bill?
-
Send an email to hsctelecom@hsc.wvu.edu and include:
- The phone number
- Type of line (analog or ISDN)
- Your department name
- Your department funding number
What should I do if there are phone lines listed on our department phone bill that do not belong to us?
-
Send an email to hsctelecom@hsc.wvu.edu and include:
- The phone number
- Type of line (analog or ISDN)
- Your department name
- Your department funding number
How do I request an 800 number?
Send an email to hsctelecom@hsc.wvu.edu and include:
- Your department name, contact name, and contact phone number
- The 293 number where the 8xx number should forward to
- Optional: Any particular 8xx number you would like to check for availability and possible assignment to your department
- Where do you want to accept 8xx calls from? (ie. national, international, or a specific state or states)
- The funding source where the 8xx number and associated charges should be charged to
As of June 15, 2006, WVU Telecommunications national and regional rates for 800 service are as follows:
- $0.09 per minute
- $20.00 per month for administrative costs
- $90.00 one-time installation (sometimes the installation fee is waived)
- Inquire via email to hsctelecom@hsc.wvu.edu for WVU Telecommunications international 800 rates
What are the new phone set models, and which current phones do they replace?
New Phone Set |
# Available Lines |
Replaces |
Cisco 7960 |
6 |
Telrad 285/286, Fujitsu 1050 |
Cisco 7960 + 7914 |
20 |
Telrad 287, Fujitsu 2000/2100 |
Cisco 7940 |
2 |
Small hallway, classroom, lab phones |
Most users will convert to a Cisco 7960 (small set).
The Cisco 7960 with 7914 (large set) is typically used by administrative assistants/secretaries who answer main department lines.
The Cisco 7940 is a small, 2-line set that can be used for hallways, classrooms, and labs and can be mounted to a wall. If a wall-mount is needed, please indicate this in the notes/comments section of the conversion form.