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Reporting a Problem or Requesting Services

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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

If you still have an old phone (tan in color), please fill out a scrap pickup request with information about the equipment and its location so that we can schedule a recycling pickup.

Placing a Call/Fax – Dialing Sequence

Calling on-campus

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

Faxing

For faxes, you must typically enter the entire dialing string at once. This should work using the dialing sequences above. As far as the phone system is concerned, there is no difference between sending a fax to a number and placing a normal phone call. In fact, some fax machines have a monitor button which allows you to hear a dial tone and dial in real time, just as you would if you were placing the call with a phone

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Sending a Fax

  • 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.

*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

Authorization codes are provided to most new employees. All new authorization codes given out by the Office of Telecommunication are linked to a departmental GL number for billing purposes. Phone invoices will be posted online once a month. This invoice lists calls made with your authorization code, as well as other phone-related charges incurred during the month. Click here for instructions on viewing your phone invoice.

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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!

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Info
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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 can 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.

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 Added.

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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Call Forwarding on Mitel Phones
Call Forwarding on Mitel Phones
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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.

  1. Press the Directory button.
  2. Locate the name of the person you want to call using one of the following methods:
    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 Added and Image Added navigation keys to scroll through the directory list until the name of the person you want to call is highlighted.
  3. With the person's name highlighted:
    1. Press the Dial soft key.
    2. Press the speaker button Image Added.
  4. Check the User Guide for other options and more information.