Summary
For Statler Hotel staff: guest room phone problems go to Maintenance by HotSOS work order. For employee phones, check power and cable and restart the phone, then log a ticket with the IT help desk for dead phones, call quality, or call routing. The Hotel System Manager is for urgent cases after the ticket is submitted.
Body
About the hotel phones
RingCentral is the phone service for the Statler Hotel. It runs both employee phones (desk and office phones used by hotel staff) and guest room phones. You may hear it called "Phones," "the Phone System," "VoIP," or "RingCentral." Phones are critical to hotel operations, so phones down across the hotel is urgent.
Which phone is it?
- Guest room phone - the phone in a guest room. Place a HotSOS work order for Maintenance. Maintenance can usually fix it by restarting the phone or replacing its battery. The IT help desk is not involved unless Maintenance asks.
- Employee phone - a desk or office phone used by hotel staff. Try the steps below, then log a ticket with the IT help desk.
Before you contact anyone
- Which phone, and where it is.
- One phone, several phones, or the whole hotel?
- What kind of problem - a dead phone, an error message on its screen, poor call quality, or calls not reaching the right department.
If an employee phone is not working - try these first
- Check the power and the network cable are firmly plugged in at the phone and at the wall.
- Restart the phone. Unplug its power (or the network cable, if the phone has no separate power cord), wait about 10 seconds, and plug it back in.
- If it still does not work, log a ticket with the IT help desk. Note anything shown on the phone's screen.
Other phone problems
- Poor call quality - static, echo, or dropped calls: log a ticket with the IT help desk. Say which phone, and roughly when it happened.
- Calls are going to the wrong department, or a call queue is not working: log a ticket with the IT help desk and say which number or queue is affected. This is a call routing setting, not a problem with your phone.
- Employee phones are down across the hotel: log a ticket with the IT help desk right away. This is urgent.
- Phones are down across all of campus: IT will already be working on it with Cornell central IT. Log a ticket with the IT help desk so the hotel's report is recorded.
Common questions
- A guest room phone is dead. It usually needs a restart or a new battery. Place a HotSOS work order for Maintenance.
- One employee phone is dead but others nearby work. Check its power and cable and restart it before logging a ticket.
- Should I call RingCentral? No. IT handles all contact with RingCentral.
Still need help?
For guest room phones: Maintenance, through a HotSOS work order.
For employee phones, call quality, and call routing: the IT help desk (log a ticket), then the Hotel System Manager.
Always log a ticket with the IT help desk first (itrequests@business.cornell.edu). If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[authored via Jane by wbo7 on 2026-10-27 18:37 UTC]