Reporting a Problem or Requesting Services
Please reach out to the Service Center to report a problem or request a service. Problems may include an issue with a phone or a voice mailbox. Services may include requests to move a phone line from one location to another, add a line to a phone, or modify phone features.
Requests for new hires can be submitted by filling out the New Hire Technology Needs form, found at tinyurl.com/UTNewHire.
New Phone System
Have you received a new VOIP phone? It will be black in color, with a ShoreTel or Mitel logo on it. If so, please check here for instructions.
Placing a Call/Fax – Dialing Sequence
Dial the 4 digit extension
Calling local or long distance numbers
Dial 9 + 1 + 10 digit number. If you hear a beep, it means the call is long distance and you must enter your authorization code.
Calling international numbers
Dial 9 + 011 + Country Code + Phone Number + the # key*. After the beep, dial your authorization code.
Sending a Fax
*Entering the # key is optional for most phone calls (though it is typically necessary when using a fax machine), it just speeds up the process a bit. Because international calls have variable lengths, the phone system does not “know” when you are finished dialing an international number and therefore will wait for several seconds after you've finished dialing before issuing the beep for the authorization code. Entering # tells the phone switch that you've finished dialing and forces it to prompt for an authorization code immediately.
Rings and Tones
Unlike a regular phone, the Drew phones have different types of rings and tones to inform you about different types of calls and functions.
What it Means
Incoming call from on-campus
Incoming call from off-campus
System Priority Call *
What it Means
Ring then beep
Called line is busy, on campus
Called line is busy, off-campus **
Enter authcode for off-campus calls
Fast busy signal
Call cannot be processed
Out of service ***
* The most likely reason for getting a System Priority Call is use of the Callback feature on your phone.
** If you hear a busy signal when you call a Drew extension, this may indicate that the owner of that extension has activated the Do Not Disturb function on the phone.
*** If you hear a constant ring when you pick up the handset, contact Telecom if the problem continues for two or more hours on a regular business day. Contact Telecom immediately to report other problems.
Checking Your Voice Mail
Faculty/Staff: For your convenience, there is a special button on your phone that directly accesses your voice mail box. By pressing the feature button (usually labeled VM, Voice mail, InteMail), you will be automatically forwarded to x3131 (the voice mail system extension). At this point, simply enter your voice mail password to log in and check your messages.
Another feature of this button is the lamp beside it: if you have received voice mail from someone, this light will flash to indicate a waiting message. This way, you’ll know right away whether or not you have messages without having to log in to check.
For more information about how to listen to messages and other options in the voice mail system, please see the Using Drew Voice Mail page.
Students: Students who have been issued a phone can find out if they have a new voice mail by picking up the phone and listening for a few seconds. If you have a voice mail you'll hear a mechanical voice saying "voice message" over and over. To check your voice mail, dial 3131. A voice will then prompt you to enter your password. See Using Drew Voice Mail for more information.
On the standard Drew telephone, the speaker button is a small rectangular button next to the # key. This will enable you to listen to the phone without the handset; however, please note that the speaker is not (usually) two-way. You can hear someone speak, but if you do not speak in to the handset no one can hear you. The most common use of this feature is for listening to voice mail.
The standard Drew phone, the ITE 12+, does not have a two-way speakerphone, but some other models do (for example, the 12S, the 12SD and the 30SD).
Hold and Call Waiting
The HOLD feature button places a call on hold, allowing you to place another call or simply put the handset down without disconnecting the line. If you have placed a call while having the original call on hold, you may switch between the two by pressing the HOLD button again.
While on the phone, if you receive a call, you will hear one or two short rings (depending on the origin of the call) to indicate that you have a call waiting. If you choose not to respond, after a fourth ring the caller will hear your greeting. To accept the call, place the original call on hold and press the switch hook (the button that hangs up the phone). To alternate between calls, press the HOLD button.
Note: Only one call may call-wait on a line. Subsequent calls receive a busy tone or are forwarded to your voice mailbox.
Transferring a Call
The TRSF feature button on your Drew telephone allows you to hand a call over to another extension. You can also use the transfer feature to add another party to the call.
To direct the call to another extension, simply press the TRSF button followed by the correct extension. You may wait until the other party answers and introduce the caller or you may hang up as soon the other extension rings.
The added feature of this function happens if you choose not to hang up the call. If you hit the TRSF button again, all three extensions will be joined in a three-way conference call.
Last Number Redial
Last Number Redial will redial the most recent call you have made to an off-campus number; it will not redial calls made to a Drew extension. Even if you make on-campus calls after your last off-campus call, it will remember the off-campus number. Last Number Redial also remembers your authcode, so be careful about toll or long distance charges.
This feature allows you to establish a personal directory of frequently called numbers and dial those numbers automatically. You may choose up to ten frequently called numbers, assigning each a one digit reference code (0 through 9). The phone numbers you choose may be internal extensions or off-campus numbers. Be sure to precede any off-campus number with 9.
To store or change an abbreviated dial number:
- Lift handset or press speaker button and listen for dial tone.
- Press the feature button, which should be marked ABVD DIAL or ABVD.
- Press the asterisk button (/*). The feature lamp will light.
- Enter a one digit reference number (0 though 9) and listen for the confirmation beep.
- Enter the phone number to be stored and your authcode, if necessary, and listen for the confirmation beep.
- Hang up the handset or press the speaker button.
To place an abbreviated dial call:
- Lift the handset and listen for the dial tone.
- Press the feature button, which should be marked ABVD DIAL or ABVD.
- Enter the one-digit reference number.
Note: Since the system dials the number for you, you will not hear the number being dialed as you would normally.
There are two main functions that fall under callback options:
Callback Request for a Busy Line
When you call a Drew extension and receive the busy tone (a ring-beep, not an actual busy signal), you can request a notification when the other party is off the line. You should probably wait for a third ring-beep before requesting callback, in case the person you are trying to reach wishes to answer the call waiting signal. Before the call goes to voice mail, press the CALL BACK button. Wait for the confirmation tone, and hang up.
When the extension you call is no longer busy, you will hear a triple-ring to signal a System Priority Call. Answer the ringing extension and the system will automatically place the call for you. If you do not answer the System Priority Call, the callback is canceled.
Callback Request for an Unanswered Line
If you call a Drew extension and there is no answer, you may request a callback for when the recipient returns to his or her own room or office. Before the phone goes to voice mail, press the CALL BACK feature button.
On the dialed extension, the Line lamp will flutter. To return a callback request, the recipient must pick up the fluttering extension and press CALL BACK. On the initial caller’s phone, the extension will triple ring.
If you do not intend to be in your room for a while, and know where you will be, you can choose to forward your phone to the extension where you will be. It is highly recommended that you ask the permission of that extension’s owner before forwarding your phone. If no one answers at the location the phone is forwarded to, it will go to your own voice mail and not the voice mail of the extension you forward to.
Probably the most common use of the CALL FWRD (or CFWD) button is to forward your phone to voice mail (x3131) so as not to be disturbed by incoming calls. Callers will get your voice mailbox without the phone ringing four times first. There will be a single abbreviated ring on your phone to alert you that a call has been forwarded.
To use call forwarding, pick up the line you want to forward, press the Call Forward button, and enter the extension you wish to forward to (or 3131 to forward to voice mail). The line will hang up and the call forward light will be lit, indicating a line on your phone is currently forwarded*.
You do have the ability to set call forwarding to dial an off campus number. First, press the Call Forward button, as usual. Then dial 9 for an outside line, then 1, then the full 10-digit number you wish to forward to. If the phone you are using has auth code restrictions (for example, most student phone lines) and the number you are forwarding to is a long distance number, you will then hear a beep, which is a prompt to enter an authorization code.
*Please note: If you have multiple extensions on your phone, and any one of those extensions is forwarded, the call forward light will be lit.
To disable the forward, press the button next to the extension that is forwarded and press the Call Forward button.
Call Conferencing allows you to join in a telephone conversation with more than just two people. In fact, the system allows you to have up to twelve people in a single conference call.
Another special feature of this function is the ability to have off-campus callers participate in the conference. It is recommended, however, that you have no more than four of the callers be from off-campus; otherwise line noise from the analog lines can be too much to hold a normal conversation.
- To start the conference call, place the initial call as usual.
- Press the CONF feature button and listen for the dial tone. Dial the number as usual; when the party answers, hit the CONF button again to link all involved parties.
- To add more users, repeat step 2 as many times as desired, up to a total of twelve parties.
Note: If you hang up, the conference will continue without you. This means if you have an off-campus party or parties involved, the calls will continue to be billed to your account. Also note that there must be at least one Drew extension involved in the conference at all times; if you are the last Drew extension and you hang up on a group of off-campus parties, the connection will drop for everyone.
You can place a conference on hold by pressing the HOLD button. As usual, you will get a dial tone, at which point you can hang up without disconnecting. The hold lamp will blink, indicating that you are still able to return to the conference. All other parties can continue the conversation while you are away from the conference the same as if you disconnected yourself; the only differences are that you can return and that off-campus parties will not be disconnected if there are only off-campus parties remaining.
To return to the conference works the same as returning from a normal call on hold: pick up the phone and press the HOLD button again.
Ringer and Speaker Controls
On either side of the ITE 12+, there are a few dials and a slide to change volume and pitch. On the left-hand side, there are two dials. The one closest to the bottom of the phone controls the volume of the ringer; the other controls the pitch of the ringer. You can lower the pitch by turning the dial clockwise. Turning the volume dial clockwise will raise the volume. If you are not hearing your phone ring when someone calls, this could be the problem. Finally, on the right-hand side of the phone is a slide that controls the volume of the speaker function. Pushing the slide away from you will raise the volume.
Your phone also has several functions built into it for purposes of self testing and gathering information about the location. These are commonly called pound-star codes because they all begin with pound (/#)and star (/*) keys.
Self-Test Mode (#*112)
The Self-Test Mode has several functions which will let you check if all your buttons are working. To enter Self-Test, press the sequence #*112. All lights on the phone should turn off.
Pressing each feature button will cause it to light, blink slowly, blink quickly, flutter and remain on in succession. You should try all five settings for each button to ensure that the lights are working properly.
If you press 1 through 0, * and # in succession, you will hear a beep or “zip tone” for each successful press. If you press these keys out of order, you will hear a busy signal instead of a tone.
When you hang up the phone during Self-Test mode, the phone will begin to ring. This will allow you to adjust the volume and pitch to a setting you prefer.
To exit Self-Test Mode, hang up the phone a second time.
Hear Directory Number (#*113)
To find out what extension your phone is, press the key combination #*113. The system will read your current extension to you. If you hear the wrong extension, try a different jack. If you have tried all the jacks and cannot find your proper extension, please contact the UT Service Center at 973-408-4357 and let us know what the problem is. Please make sure you have tested all the jacks in the room or office before calling.
Hear Port Number (#*114)
Every active phone jack has a port number. If you dial #*114 on your phone, the system will read back the port number (actually a number followed by a letter, i.e. 1532B). This information is sometimes useful for diagnosing phone problems. Generally speaking, however, you do not need to do this unless someone in University Technology has asked you to.