Voice Service

Telephone, Voicemail, Call Center Management, Fax, Radio Service, Emergency Phones

Emory's Library & Information Technology Services (LITS) provides Voice Service for over 30,000 telephone lines across the Emory Enterprise, including all University and most Healthcare facilities. The service provides staff with features and capabilities such as voice mail, conference calling, long distance, conference bridges, call forwarding, extension to cellular, and call center features.

The service includes various options with associated price points based on the business needs of the customer. For a list of monthly and one-time costs for commonly used services, please refer to the IT Billing Information.

To ensure its safe environment, Emory has taken precaution and installed over 400 Emergency Phones. The telephones are located in every elevator as well as on the campus grounds. These Emergency Phones link users directly and exclusively to the Emory Police Department (EPD) Communications Center, staffed 24 hours a day.

Emory University and Emory Healthcare use Radio Services to communicate with internal and external sources. Radio service is available 24/7 for two-way communication. The technology is "trunked", a complex, but efficient computer-controlled radio system. Custom talk groups are built for specific departments or individuals by request. The Emory Police Department and other units use Radio Services to communicate with the City of Atlanta and the police and fire stations of DeKalb and Fulton Counties. Hospital facilities management uses the service to communicate in clinics and hospitals.

Key Features and Benefits

  • Telephone Extension - Physically connected phone line, fax/modem line, or remote call forward extension

  • Virtual Fax - Users can create, receive and send faxes

  • IP Softphone: Basic - Control your desk phone using your PC or can be used in lieu of a desk phone

  • IP Softphone: Agent - Soft telephone client for Call Center Agents, showing call logs, calls in queue, and call center features

  • Forwarding - Allows users to control forwarding to any destination. On request, Remote Call Forwarding access may also be granted.

  • Extension to Cellular - EC500 Extension: Provides the ability to have incoming calls to your desk phone ring at the same time on your cell phone

  • Conferencing - Allows the caller to add other participants to a call (up to 6 parties, depending on telephone type)

  • Conference Bridge - Avaya Aura Conferencing (AAC) allows up to 50 parties on one audio and/or video call. A conference moderator can manage participants from the web or a smartphone. AAC includes collaboration tools for web, desktop/document sharing, remote control, and video conferencing. Note: AAC is not yet available in Healthcare VDI.

  • Unified Messaging - User is able to retrieve messages through a telephone, computer, or smart device

  • Build custom talk groups for specific departments or individuals

  • Instant access to the Emory Police 911 Emergency Channel