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Reporting a Problem or Requesting Services

Info

Please contact us if you are moving so that we can be sure your phone will work.

You can fill out the Technology Feeds form or contact the Service Center via any of the methods listed below.

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 or changes in technology needs due to a change in position can be submitted by filling out the Technology Needs form, found at tinyurl.com/UTNewHire.

Old (Intecom) Phone System

Are you still using the old phone system? Your phone will be tan in color. If so, please check here for instructions.

Placing a Call/Fax – Dialing Sequence

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Calling on-campus

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Dial the 4 digit extension. Use the Directory button to look someone up if you do not know their extension.

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Calling local or long distance numbers

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Dial 9 + 1 + 10 digit number.

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Calling international numbers

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Dial 9 + 011 + Country Code + Phone Number + the # key*. After the beep, dial your authorization code.

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Sending a Fax

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  • To send a fax, use the same dialing strings as above, including the authorization code if faxing off-campus.
  • When sending an international fax, make sure you enter a # after the number and before the authorization code.
  • You may find that you need to insert a pause into the dial string immediately before the auth code. The method for entering a pause varies from one fax machine to the next.
  • After you enter the dial string, press the “Send” key to dial the number and send the fax.

Announcing a New Phone System: Crexendo at Drew

The Technology team is deploying a new phone system to replace our current Mitel system, which has reached the end of its supported lifetime. This will be happening in September 2026. 

This page will continue to be your landing page for information about both the Mitel system and the Crexendo system during this transition period.

Note

As we work through the implementation of the new phone system, you will see parts of this page changing. Please be patient as we update everything.

Replacing the Mitel IP485G with a Yealink T33G

Don't worry, we won't ask you to remember those phone models.

Please click on the thumbnail below to view it larger, or see the PDF at https://drive.google.com/file/d/1Vz9wfb3ZPyNLPZJvly-8-TorXS6lXHge/view?usp=sharing.

View file
nameDrew University Phone Replacment Guide.pdf
height250

Crexendo Welcome Emails

Image Added

Crexendo gives us the option of managing some features of our Drew phones via an online portal. For the most part, you will only visit this portal when first setting up your account. 

You will receive an email from no-reply@crexendovip.com titled "Your new phone system account".

This email tells you the login name for the portal, which extension you are assigned, and provides a link to "Complete Setup" on the portal.

Follow that link (within 48 hours of receipt) to login with the "Login" provided (your extension @ DrewU) and set a password. This password should be different from your Drew uLogin password. You will also set your voicemail PIN during this setup process.

Reach out to the Helpdesk team if you have difficulty setting up your account or your setup link expires.

Crexendo VIP Web Phone

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What is the Crexendo VIP Web Phone?

The VIP Web Phone turns your computer into a phone. Using a web browser, you can make and receive calls using your Crexendo extension without needing to use your physical desk phone.

How do I access the Web Phone?

You can access the web phone directly using the link below once you have logged in with your Crexendo username, which should be your “Extension” @DrewU, and the password you created.

https://portal.crexendovip.com/webphone

Please note: If you are already logged in to the web phone, you will get a message that reads "CrexendoWebphone Device already registered: DEVICE_ALREADY_REGISTERED_MESSAGE". Click Continue if you do not know where you are logged in. Be careful of this for shared (departmental) phones.

What do I need to use the Web Phone?

For the best experience, you should have:

  • A computer with an internet connection
  • A current, updated web browser
  • A microphone and speakers, or preferably a headset
  • Your Crexendo VIP username and password

A USB or Bluetooth headset is recommended if you plan to make calls from your computer regularly.


Info
titleFor More Information

See the DREW UNIVERSITY Crexendo VIP Phone System Frequently Asked Questions or visit the Crexendo VIP User Training website.

This video provides a complete walkthrough as well: How to Use the Crexendo Web Phone (10 minutes)

 

Crexendo VIP Portal

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You will be pointed to this portal when you first set up your account (See "Crexendo Welcome Emails" above).

The portal is used for things like setting up your voicemail.

Crexendo Voicemail

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titleSetting up Voicemail Options

Setting up Voicemail Options

The voicemail greeting defaults to "Hello, (name) is unavailable. Please leave a message." If you wish to change this, you can follow the directions below.

Desk Phone

  1. Press the Voicemail button. On the majority of our phones, it is an envelope icon.
  2. When prompted, enter your voicemail PIN and press #.
    1. If you have not set a voicemail PIN, you can do so at the online portal.
  3. Press 6 to change greeting (the message that plays when someone hits your voice mailbox).
    1. 1 Record Greetings
    2. 2 Review Greetings
    3. 3 Select Greetings
    4. #Return to Main Menu


Crexendo provides the following graphics for navigating the voicemail menu at https://www.crexendo.help/en_US/crexendo-user-training/crexendo-guidebook-for-managers-template-copy-309.

Image Added Image Added


Online Portal

  1. Visit https://portal.crexendovip.com/portal/home.
  2. Log in (remember, this is not your Drew username and password).
  3. Click "Messages" along the top (the envelope icon).
  4. Click "Settings" tab.
    1. Yes, there is a Chat option. This feature is not supported, so you can ignore it.
  5. Scroll down to "Greetings".
  6. Click on the Manage button. It looks like this: Image Added
  7. Click "Add Greeting".
  8. Make a choice of how you want to make the voicemail greeting. Additional fields pop open for each choice.
    1. Text-To-Speech: Allows you to type what you want the message to say, what language it is read in (US English, UK English, or Spanish), and what voice you want to read it. You have to type in text for the voice play button to work. Click Save when done.
    2. Upload: Asks you to name the greeting and Browse your computer for the recording you want to use. Click Save when done.
    3. Record: Asks you to name the greeting and enter the extension you want called so that you can record it in your own voice. Click Call when ready.
  9. Click Done to return to the Voicemail Settings.
  10. Make sure to choose the Greeting you want used in the drop down menu.
  11. Click Save at the bottom of the page.

You can also follow directions much like those above to record your name.

See also https://www.crexendo.help/en_US/crexendo-user-training/crexendo-guidebook-for-managers-template-copy-8#voicemail-12.

Info
titleFor More Information

See the DREW UNIVERSITY Crexendo VIP Phone System Frequently Asked Questions or visit the Crexendo VIP User Training website.

This video provides a complete walkthrough as well: How to Use the Crexendo Web Phone (10 minutes)

Expand
titleChecking Voicemail

Checking Voicemail

Desk Phone

  1. Press the Voicemail button. On the majority of our phones, it is an envelope icon.
  2. When prompted, enter your voicemail PIN and press #.
    1. If you have not set a voicemail PIN, you can do so at the online portal.
  3. The system will announce how many new and saved messages you have. 
  4. Press 1 to listen to your new messages.
    1. 1 Save
    2. 2 Repeat
    3. 4 Delete
    4. 5 Next
    5. 7 Repeat
    6. 8 Pause/Play
    7. ## to return to Main Menu

Web Phone

  1. Visit https://portal.crexendovip.com/webphone.
  2. Log in (remember, this is not your Drew username and password).
  3. Click "VOICEMAIL" along the left menu
  4. Click on a message to listen to it.
  5. Use the phone (Call), arrow (Forward), or trash can (Delete) to interact with the message.

A Different Phone

(Such as a cell phone or checking a departmental extension voicemail from the phone on your desk)

  1. Call 973-408-4933.
  2. When prompted to enter your account number, enter the 4 digit extension whose voicemail you wish to log in to.
    1. If prompted to enter your account number again, we're sorry, but please enter the 4 digit extension whose voicemail you wish to log in to again.
  3. When prompted, enter the voicemail PIN you set followed by the pound (#) sign. 
  4. The system will announce how many new and saved messages you have. 
  5. Press 1 to listen to your new messages.
    1. 1 Save
    2. 2 Repeat
    3. 4 Delete
    4. 5 Next
    5. 7 Repeat
    6. 8 Pause/Play
    7. ## to return to Main Menu
  6. You can just hang up when you are finished!


Info
titleFor More Information

See the DREW UNIVERSITY Crexendo VIP Phone System Frequently Asked Questions or visit the Crexendo VIP User Training website.

This video provides a complete walkthrough as well: How to Use the Crexendo Web Phone (10 minutes)

Transfer a Call

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Yealink Instructions on Transfers:

Yealink T33U - Transferring Calls
Yealink T46U - Transferring Calls (Note: This is the model oh phone at some of the larger offices)

Add a Speed Dial

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  1. Visit https://portal.crexendovip.com/portal/home.
  2. Log in (remember, this is not your Drew username and password).
  3. Click "Phones" (the phone icon) along the top.
  4. Hover over the Yealink phone line and click the SNAPbuilder button (settings gear icon).
  5. Click Yes.
  6. Click in Line 3 or later, and in the first drop down, choose Speed Dial.
  7. Enter the phone number in the Number field.
  8. Enter a Custom Label if desired.
  9. Click the arrow next to Save at the bottom and choose "Save and resync".

Basic Troubleshooting

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To reboot your phone, press the Menu soft key. Then dial 68. You will be prompted to reboot the phone. Press the OK soft key to reboot the phone.


Reporting a Problem or Requesting Services

Info

Please contact us if you are moving so that we can be sure your phone will work.

You can fill out the Technology Needs form or contact the Service Center via any of the methods listed below.

Please reach out to the Technology Helpdesk to report a problem or request a change. This may include an issue with a phone or a voice mailbox, or requests to update a phone line's emergency 911 location, add a line to a phone, or modify phone features.

Requests for new hires or changes in technology needs due to a change in position should be submitted by filling out the Technology Needs form, found at tinyurl.com/UTNewHire.


Returning Mitel Phones

Please return any Mitel/ShoreTel phones to the box most convenient for you. Locations across campus include:

  • 12 Campus Drive - Lobby

  • Brothers College - Dean’s Office Rooms 107-108

  • Davies House - Kitchen

  • Dorothy Young - Theater Wing, Room 132 (the office, not the lounge)

  • Ehinger Center - Student Engagement Office

  • Hall of Sciences - Floor 2 mail room

  • Holloway Annex - Health Services main office

  • Mead Hall - Second Floor

  • Pepin Services Center - Facilities main office

  • Rose Memorial Library - Former Helpdesk counter

  • S. W. Bowne Hall - Room 197 (Lounge)

  • Seminary Hall - Maxine Beach Suite, Room 102

  • Simon Forum - Athletics Office

  • Sitterly House - Lounge

  • Sycamore Cottage - Front Lobby

  • Tilghman House - Lobby

  • Wesley House - Reception Area

We are hoping to be finished collecting phones and boxes by the September 25, 2026. 


Reviewed 9/30/26

*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.

Mitel IP485g Phone User Guide

The best way to get to know your phone is to play with it. Please look over the User Guide (PDF) for more information about the features available with the IP485g model phones. 

Please note: Some of these features have not been tested yet. After the deployment of the new phones is complete and we are no longer reliant on the legacy phone system, we will take a closer look at these additional features. We appreciate your patience in the meantime!

View file
nameIP485g Phone User Guide.pdf
height250

Info
titleDefinition
Soft key: Our directions refer routinely to soft keys. These are the 5 thin black buttons under your phone's screen. Their function changes depending on the state of your phone (if you're making a call, checking your voicemail, etc).

Checking Your Voicemail

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A blinking red light in the upper right corner of your phone and the icon at the top of your phone’s display screen indicate that you have unheard voicemail messages.

After setting up your voicemail, you an access your messages using either of the following methods:

  • Visual voicemail lets you see details about your messages and listen to messages in any order you choose via the screen on your phone. To interact with your voice messages, you use soft keys on the phone, rather than relying on audio prompts as you would in traditional voicemail.
  • Calling the ShoreTel voicemail system provides traditional voicemail that you navigate through a series of audio prompts. 
    • View the directions at Voicemail Instructions for Mitel (ShoreTel) for additional instructions on setting up and using your voicemail.
    • Dial x4933 (or 973-408-4933 from off-campus) to access your voicemail via audio prompts.

For a short time, you can access messages on the old phone system by dialing x3131 and logging in using your former voicemail password.

Call Appearance Buttons

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Your phone features eight call appearance buttons that show incoming, active, or held calls. These buttons can also be programmed to speed dial a number or perform one-button call functions. For more information about these features and how to use them, please see the User Guide.

Speakerphone Feature

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To answer a call using the speakerphone, press the speaker buttonImage Removed.

You can also configure your automatic off-hook preference to use the speaker. Please see the User Guide.

Call Forwarding Using Availability States

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Transferring a Call

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To do a blind transfer (without the other party first answering your call):

  1. While engaged in a call, press the Transfer button.
  2. Dial the number you want to transfer the call to.
  3. Do one of the following:
    1. Press the Transfer button.
    2. Hang up.

To do a consultative transfer (where you talk to the other party before completing the transfer):

  1. While engaged in a call, press the Transfer button.
  2. Dial the number you want to transfer the call to.
  3. After the other party answers the call, do one of the following:
    1. To complete the transfer, press the Yes soft key.
    2. To cancel the transfer, press the Cancel soft key.

To transfer a call to someone's voicemail:

  1. While engaged in a call, press the Transfer button.
  2. Dial the number you want to transfer the call to.
  3. Press the More soft button.
  4. Press the To VM soft button.

Call Conferencing

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Call Conferencing allows you to join in a telephone conversation with more than two parties.

To make a conference call:

  1. Dial the extension of the first person you would like to include in the conference call, and consult with that person.
  2. Press the Conference button. The call is put on hold.
  3. Dial the extension of the next person you would like to add to the conference call.
  4. Optionally, after dialing the extension, you can quickly do one of the following:
    1. Press the Conference soft key to initiate a blind conference call.
    2. Press the Consult soft key or wait until the timeout ends to initiate a consultative conference.
  5. You can wait for the person to answer and consult with them if necessary.
  6. If you've initiated a consultative or intercom conference, when prompted press the Yes soft key to proceed with the conference.
    A three-way conference call is established. Your phone displays the number of other participants included in the conference call.
  7. Repeat steps 1-6 for each additional person you want to include in the conference call.

Directory

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You can use the Directory to quickly look up and dial a person's extensions.

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  1. Dial the numbers that correspond with the first few letters of the person' first or last name, pressing a number key once for any letter on that key. For example, to find the name Smith, dial the numbers 76484.
  2. Use the Image Removed and Image Removed navigation keys to scroll through the directory list until the name of the person you want to call is highlighted.

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  1. Press the Dial soft key.
  2. Press the speaker button Image Removed.

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