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Reporting a Problem or Requesting Services

Please visit this Forms page at and choose the appropriate form.


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

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.

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

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


Local Calls

No charge

Domestic Long Distance Calls


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.


What it Means

Single ring

Incoming call from on-campus

Double ring

Incoming call from off-campus

Triple ring

System Priority Call *


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 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.


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.

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).

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.

Abbreviated Dialing

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:

  1. Lift handset or press speaker button and listen for dial tone.
  2. Press the feature button, which should be marked ABVD DIAL or ABVD.
  3. Press the asterisk button (/*). The feature lamp will light.
  4. Enter a one digit reference number (0 though 9) and listen for the confirmation beep.
  5. Enter the phone number to be stored and your authcode, if necessary, and listen for the confirmation beep.
  6. Hang up the handset or press the speaker button.

To place an abbreviated dial call:

  1. Lift the handset and listen for the dial tone.
  2. Press the feature button, which should be marked ABVD DIAL or ABVD.
  3. 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.

Callback Options

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.

Call Forwarding

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.

Call Conferencing


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

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


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


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


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


Excerpt Include
Call Forwarding on Mitel Phones
Call Forwarding on Mitel Phones

Transferring a Call


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


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




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.

  1. To start the conference call, place the initial call as usual.
  2. 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.
  3. 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.

Extra Functions

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)



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.



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.