Telephone Service
at Stanford Medical Outpatient Center in Redwood City
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Stanford E911 System Warning (DisplayHide)
Calling 911 from VoIP phones could result in delays or difficulties in dispatching emergency services. (Please read the important message below.)
When a 911 call is made from a VoIP phone or traditional landline phone on the Stanford campus, the call is routed off campus to a local Public Safety Answering Point (PSAP). The PSAP maintains a database of telephone numbers and corresponding street addresses; when an emergency call comes in, the answering party at the PSAP sees the telephone number and street address of the calling party. Although location information is verified verbally during the conversation, in a worst-case scenario (e.g., the call gets disconnected in mid-conversation, the calling party is in dire need of medical attention, and cannot speak, etc.), the PSAP can alert the appropriate emergency responders (police, fire, ambulance) to the "known" location.
This model works well for traditional landline phones because there are systems in place to prevent the phone from being moved without updating the necessary records. In contrast, a VoIP phone may be moved from building to building resulting in inaccurate information in the PSAP database.
In order to solve this problem, Stanford has implemented an automated E911 System which tracks the movement of VoIP phones and sends location updates to the PSAP database. Although the system has been architected with significant redundancy, there are certain conditions which could result in inaccurate location information being conveyed to the PSAP, such as original records with invalid addresses, and timing or failure of database updates. In such cases, routine application and business processes are followed to correct the inaccurate location information.
Additional Warning for wireless VoIP phone users:
An additional complication occurs with wireless VoIP phones. One benefit of wireless VoIP phones is the ability to move them from building to building without losing a connection. However, having this flexibility introduces an additional challenge for 911 calling. Because the voice network used by wireless VoIP phones spans multiple buildings, the PSAP will NOT automatically know the physical location of a 911 caller (similar to calling 911 from a cell phone). For this reason, if it will not delay your ability to contact 911 it is advisable to use a phone other than a wireless VoIP phones for 911 emergency calls. If accessing a non-wireless VoIP phone will delay your ability to contact emergency services you should use a wireless VoIP phone and identify your current location as soon as possible.
The telephone service at Stanford Medical Outpatient Center in Redwood City is provided by Stanford University Information Technology Services (IT Services), in partnership with the Clinic Administration Office and the Stanford Hospital Information Technology department.
The standard telephone system at the Outpatient Center is Cisco Voice over Internet Protocol (VoIP).
Note: Traditional telephones, often referred to as the "red phones," are also placed strategically throughout the facility for emergency use.
Overview: What’s different about VoIP phones?
Voice over Internet Protocol (VoIP) is next-generation voice communication technology. VoIP telephony is the transmission of voice traffic over the data network. VoIP phones are plugged into data jacks rather than phone jacks. Typically, computers are then connected to the network via the VoIP phone. By converging voice and data traffic onto a single network—eliminating the need for two separate network infrastructures—VoIP reduces network maintenance and lowers support costs. In addition, VoIP telephony provides some compelling features and functions not available with traditional telephones, and positions Stanford to take advantage of increased network functionality.
With traditional technology, telephone numbers and features are technically tied to the physical phone. VoIP separates the physical phone from the user profile (a set of standard features and functions). This separation of hardware and software means that when you log in with your ten-digit telephone number to another VoIP phone, your profile is automatically associated with that phone. You can then use the phone as if it were your own. With the exception of the intercom feature, all the functions of the user profile follow you as you log in. Even the speed dial numbers you have pre-programmed on the MyPhone web site are governed by your user profile and will work on another phone when you log in.
The voice/data convergence environment offers significant possibilities for extending smart applications and capabilities to the VoIP telephones. For example, some current and future capabilities will allow you to:
- Access, from your phone, directory services for others on the Cisco system
- Send critical messages in the form of a banner on your phone
- Seamlessly transfer a call in progress from your desk phone to your cell phone and vice-versa, for increased mobility
- Set up speed dial numbers in your user profile, letting you access them from any Cisco VoIP phone you're logged into
- Move your phone without the assistance of a technician
- Receive and place up to three concurrent calls from a single telephone number
Cisco VoIP services also offer on-campus wireless VoIP phones at the Outpatient Center for individuals who are frequently away from their desk.
Functions and features
To provide a consistent experience for all Cisco VoIP users at the Outpatient Center, as well as to optimize support, the Clinic Administration Office has standardized on a telephone "template"—the set of features and functions—for each of the two models: the Cisco 7965 desk phone and the Cisco 7925 wireless phone.
All the softkey functions are defined. They cannot be relocated or deleted, as such a change would modify the standard template, altering the layout of every phone at the Outpatient Center. Examples of softkeys are: CFwdALL, DND, New Call. For more information, see the QuickStart Guide [PDF]. Any changes that modify the standard template will have to be reviewed and approved by the Clinic Administration Office.
Here are examples of changes that a user may request:
- Add or remove second number from phone
- Add, change, or remove caller ID
- Add or change auto forward line to voice mailbox
- Add or change an intercom group
- Add or change call group pickup
- Mask or change name display
- Add or remove music on hold
Customizing your user options
When you log in to your MyPhone user profile, you can set up and modify features, settings, and services such as:
- Device Configuration
- User Settings
- Directory
- Personal Address Book
- Fast Dials
- Mobility Settings
To log in to your MyPhone site, enter your ten-digit phone number and your password. If you need help, refer to instructions in the QuickStart Guide [PDF].
Rates
Please see the Cisco VoIP Rates page.
How to order
Please consult your Department Telephone Contact. The Department Telephone Contact can also request a second line and/or to change the capability on an existing feature on your phone. Examples of such changes include:
For more information
For more information, see the phone user guides. You can also get answers to your questions by calling 5-HELP (650-725-4357). Select Option 2 for questions on telephone features and functions or Option 3 for telephone repair. Business hours are 8 a.m. to 5 p.m., Monday through Friday. During non-business hours, select Option 2 for all questions.
