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Reporting a Problem or Requesting Services
Please visit this Forms page at https://www.drew.edu/ut/getting-help/forms/ and choose the appropriate form.
Placing a Call/Fax – Dialing Sequence
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.
- Phone: 973-408-4357 (HELP)
- Email: helpdesk@drew.edu
- Web: help.drew.edu
Requests for new hires can be submitted by filling out the New Hire Technology Needs form, found at tinyurl.com/UTNewHire.
Placing a Call/Fax – Dialing Sequence
Calling on-campus | Dial the 4 digit extension |
Calling local or | |
Calling on-campus | 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 |
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*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.
Authorization Codes
Employee Authorization Codes (a.k.a. Long Distance Codes)
Employee authorization codes have been discontinued as of September 11, 2015. Telephone usage is no longer being charged to departmental budgets as of July 1, 2015.
Student Personal Authorization Codes (PACs)
Personal Authorization Codes (PACs) are available for all students upon request. Your PAC is a code which uniquely identifies you on the phone system. It provides security for the phone network in the same way your username and password provides security for the data network. It is also used for billing purposes. After submitting a request for a PAC code using the Student Service Request Form, your code will be e-mailed to you, along with instructions. Things to keep in mind:
- Your PAC will not change while you are at Drew
- Never share your PAC with anyone!
- Your PAC is NOT the same as your voice mail password. If you change your voice mail password, it will not affect your PAC in any way.
Student Calling Rates
Call Type | Charge |
|---|---|
Local Calls | No charge |
Domestic Long Distance Calls | $0.06/minute |
International Calls | Varies, see International Calling |
Toll Free Calls | No Charge |
Students who use their Personal Authorization Code (PAC) will receive an invoice listing their calls each month. All incurred phone charges will be applied to your Drew student bill and can be paid through the Business Office.
Calling Cards
If you wish to make a long distance or international call but do not have a PAC, you can still make calls using a calling card, as long as the card has a toll free or local access number (most major calling cards have a toll free access number). Calling cards can often be cheaper than using your PAC, particularly for international calling.
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.
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.
Ring | What it Means |
|---|---|
Single ring | Incoming call from on-campus |
Double ring | Incoming call from |
Ring | What it Means |
Single ring | Incoming call from on-campus |
Double ring | Incoming call from off-campus |
Triple ring | System Priority Call * |
Tone | What it Means |
Ring then beep | Called line is busy, on campus |
Busy signal | Called line is busy, off-campus ** |
Single beep | Enter authcode for off-campus calls |
Fast busy signal | Call cannot be processed |
Constant ringing | 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 the Callback feature on your 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
Students: To find out if you have a new voice mail, pick up your phone and listen 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.
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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.
. 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 informationFor more information about how to listen to messages and other options in the voice mail system, please see the Using Drew Voice Mail page.
Speaker Function
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).
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