This web page works in Chrome, Firefox, Safari and Edge.  It does NOT work in Internet Explorer.  If you are using Internet Explorer please try a different web browser.

New Features!

Transfer Calls Directly to Voicemail

By popular demand, your phone now has a Direct Voicemail Transfer button!  This button will allow you to transfer a call directly to another user’s voicemail box without ringing the user’s phone.

 

How to Use Direct Voicemail Transfer:

 

1. While you are on a call, press the Dir VM Xfer button at the bottom of your display.  Depending on your phone configuration, you may need to press the More button (the button with two or three dots) in the bottom right corner of the display to get to the Dir VM Xfer button.

2.  Enter the extension number of the user you are sending the call to, followed by the pound key.

3.  You will hear a greeting that says “Your call has been transferred.”

 

Speed Dial

Your phone now has a “Speed 8” button.  This button allows you to store up to 8 speed dial numbers for easy dialing.  This button has replaced the Speed 100 button, which was a feature that was not available on some phones.

 

To Store a New Speed Dial number:

 

  1. Press Speed 8
  2. Press Options
  3. Using the cursor control pad, select Add
  4. Enter Speed Code:  Choose a number from 2 through 9. This determines the order of the entries in your Speed Dial list.  Press Done.
  5. Enter Number:  Enter the number to be dialed.  This can be a 4-digit extension, 7-digit local number, or 10-digit long distance number.  Press Done.
  6. Enter Name:  Use the keypad buttons to create a name for the speed dial entry.  Press the More button (two dots button).  Press Done.

 

 

To Call a Speed Dial Number:

 

  1. Press Speed 8
  2. Use the cursor control pad to select a name
  3. Press Dial

Common Phone System Questions

Using Your Mitel 6867 Phone

Welcome to Your New Phone this is a printable version of the purple diagram that was delivered with your phone

User Guide for Mitel 6867 Phone

Introductory Video describing the Mitel 6867 phone and its features

One-minute Video Tutorials demonstrating how to use specific phone features (Conference, Transfer, Call Forward, etc)

WCU Knowledge Articles describing how to use specific phone features

Connecting or Moving Your Phone

Your Mitel 6867 phone can easily be moved to a new location.  Simply move the phone to its new location and connect it to a wall jack data port just like you would a laptop or PC (not one of the old phone system voice ports).  If you happen to come across a data port that doesn’t work, submit a phone service request and the IT Division will troubleshoot it for you.

The phone draws its power from the wall jack, so do not add a switch or hub between the phone and the wall jack.  (NOTE:  RA and GCC phones in Residential Living require AC adapters, as most residential spaces do not have Power Over Ethernet.  AC adapters were provided with these phones.)

 

The second port on the back of the phone is a 1 Gbps data port that can be used to connect your computer.  This allows you to use a single wall jack for both your phone and computer.  You cannot plug a second phone into the extra data port on the back of your phone.

Renaming Phones

We want to help your department have the most accurate and up-to-date information possible displayed on your phones.  If a phone needs to be re-named or needs to have a different email address assigned to it, please submit a Phone Service Request.  There is no charge for these changes.

Typically when a phone is renamed, the existing voicemail box will be deleted and a new mailbox will be created.  This will delete the existing greetings and messages.  If you have a need to keep the old mailbox intact when a phone is re-assigned, please indicate that when submitting the work request.

 

***Please note:  Phones are NOT automatically renamed as part of the onboarding or offboarding of employees, nor when records are updated by Human Resources or in Active Directory.   A Phone Service Request  must be submitted for a phone to be renamed.***

Voicemail

Please visit voicemail.wcu.edu for information about setting up voicemail and resetting voicemail passcodes.

Adjusting the Phone Display

Use the following instructions to customize the brightness and screen saver timeout of your Mitel phone display.

  1. Press the Settings button
  2. Scroll to the right and select Display
  3. Home Screen Mode:  Mode 1 displays the name of your active line in the top left corner. Mode 2 displays your name and extension number in the top right corner.  Mode 2 is the default mode.
  4. Screen Saver Timer:  This is the delay before the display changes to the “bouncing clock” screensaver when not in use.  Choose a value between 0 and 7,200 seconds.
  5. Brightness Level:  Choose from 5 different display brightness levels.
  6. Brightness Timer:  This is the delay before the display changes to reduced brightness when not in use.  Choose a value between 1 and 36,000 seconds.
  7. Press Save to apply your settings.

Conference Calling

Hosting a Conference Call

Need to host a conference call?  WCU uses Zoom for audio conferencing (and also for video conferencing and webinars).  You can use Zoom to host a conference call with up to 100 participants.  To host a Zoom audio conference call, you will provide your attendees with a Dial-In Phone Number and a Meeting ID.  If you do not already have access to Zoom, or need assistance using Zoom, please contact the IT Help Desk at 828-227-7487.  For a video describing how to use Zoom Audio Conferencing in detail, please click here.

 

3-Way Conference Calling

Want to make a call that only includes you and two other participants?  You can do so from your Mitel or Polycom phone without using Zoom.  See instructions for various phone models below.

 

To set up a 3-Way Conference Call on a Mitel 6867 desk phone, please see this one minute video.

 

To set up a 3-Way Conference Call on a Polycom IP 6000 Conference Phone:

  1. Dial the number of the first party and wait for party to answer.
  2. Press the “More” soft key, then press the “Confrnc” soft key, which places the first party on hold.
  3. Dial the number of the second party, and then press the “Send” soft key.
  4. Once the second party answers, press the “More” soft key, then press the “Confrnc” soft key to join both parties.

 

To set up a 3-Way Conference Call on a Polycom IP 7000 Conference Phone:

  1. Dial the number of the first party and wait for party to answer.
  2. Press the “Confrnc” soft key, which places the first party on hold.
  3. Dial the number of the second party, and then press the “Send” soft key.
  4. Once the second party answers, press the “Confrnc” soft key to join both parties.

 

To setup a 3-Way Conference Call on a different model of Polycom conference phone, please see the instruction manual for your specific phone model.

International Calling

Western Carolina University’s phone service provider blocks international calling by default.  This is to protect the University from unexpected, excessive, and/or fraudulent charges.  International dialing can be activated on a per extension basis at the request of an Accountable Officer.

Please be aware that although the university has a per minute rate for calls to various countries, it is possible for calls to cost significantly more than the published rate.  There are many ways this can happen, but the most common is that the destination number being called can add ADDITIONAL costs to the call beyond the University’s published per minute rate.  This is similar to the way a 900 number works in the United States.  It is not possible for the university or the phone service provider to prevent this.  By approving a service request for International dialing permission, the Accountable Officer accepts responsibility for any and all charges incurred.

Departments are responsible for keeping track of which of their extensions are enabled for International dialing, protecting those extensions from misuse, and are responsible for submitting a phone service request when international permissions are no longer needed.

To request activation or deactivation of International Calling capability for an extension, please submit a phone service request .

Communicator Mobile Smartphone App

Overview

Communicator Mobile is a smartphone app that allows you to take many of the features of your desk phone with you on your smartphone. Using Communicator you can:

  • Receive calls to your office phone number on your smartphone
  • Place calls from your smartphone that show the caller ID of your office phone number
  • Seamlessly pass live calls between your smartphone and desk phone
  • View your call logs on your smartphone
  • Communicator is available for both Android and iPhones

If you wish to utilize Communicator Mobile, please submit a phone service request.  There is a $1.50 per month cost for this service that will need to be approved by your Accountable Officer.

***Please be aware that the quality of Communicator service depends on the quality of your cell phone’s data connection.  Communicator works best when your phone has a fast and reliable WiFi connection.***

 

 

Instructions

  1. Submit a phone service request to have Communicator Mobile set up for your extension.  Once an Accountable Officer has approved the service request, IT will configure the service and you will receive an email indicating that your service request has been completed.  Once you have received that email, proceed with the following steps.
  2. Open a web browser and go to the Password Reset Tool.
  3. Enter your 10 digit phone number and your you@wcu.edu email address (do NOT use the format you@email.wcu.edu):
  4. You will receive a Confirmation Number via email.  Enter the Confirmation Number and click the Reset Clearspan Application Password:
  5. Enter the New Password of your choice.  The new password must follow the requirements on the right side of the page:
  6. If your password change was successful you will see this message:
  7. Visit the Google Play Store or Apple App Store and download Clearspan Communicator to your smartphone.
  8. When you open the app you will be prompted for a Login URL.  Carefully type in:  https://app.sip.net.internet2.edu
  9. Your username is your WCU email address.  Please use the jsmith@wcu.edu format, NOT the jsmith@email.wcu.edu format
  10. Enter the Clearspan password you created above
  11. Read and acknowledge the E911 Disclosure

That’s it!  You should now be able to make and receive calls.

If you wish to stop using the app for a while (preventing incoming calls from coming to your phone), simply force-close the app.  You may find that your phone does this periodically on its own.  Simply log in again to re-activate the application.

**Please note that although the app shows a Chat button, WCU does not have licensing for this feature.***

For additional information, please see:

Communicator Manual for iPhone

Communicator Manual for Android

911 Dialing Notice – Please use your traditional cell phone service, NOT Communicator to dial 911 in emergencies.  Using Communicator to dial 911 could cause your call to be routed to the wrong 911 dispatch center.  Because Communicator connects to the campus phone system, it could appear that your emergency is on campus even when you are somewhere else.

Communicator Desktop Application

Overview

Communicator Desktop is a desktop application that allows you to take many of the features of your desk phone with you on your computer.  Using Communicator you can:

  • Receive calls to your office phone number on your computer
  • Place calls from your computer that show the caller ID of your office phone number
  • Seamlessly pass live calls between your computer and desk phone
  • View your call logs on your computer
  • Communicator is available for both Windows and Mac
  • For best performance, please use a headset

If you wish to utilize Communicator Desktop, please submit a phone service request.  There is a $1.50 per month cost for this service that will need to be approved by your Accountable Officer.

Instructions

If Communicator Desktop has already been activated for you, please follow these steps to complete the setup:

  1. Open a web browser and go to the Password Reset Tool.
  2. Enter your 10 digit phone number and your you@wcu.edu email address (do NOT use the format you@email.wcu.edu):
  3. You will receive a Confirmation Number via email.  Enter the Confirmation Number and click the Reset Clearspan Application Password:
  4. Enter the New Password of your choice.  The new password must follow the requirements on the right side of the page:
  5. If your password change was successful you will see this message:
  6. Download and install the Windows or Mac version of the Desktop App
  7. When you open the app you will be prompted for a Login URL.  Carefully type in:  http://app.sip.net.internet2.edu
  8. Your username is your WCU email address.  Please use the jsmith@wcu.edu format, NOT the jsmith@email.wcu.edu format
  9. Enter the Clearspan password you created above
  10. Read and acknowledge the E911 Disclosure

That’s it!  You should now be able to make and receive calls.

**Please note that although the application shows a Chat button, WCU does not have licensing for this feature.

For additional information, please see:

Communicator Desktop Manual

911 Dialing Notice – Please do NOT use Communicator to dial 911 in emergencies.  Using Communicator to dial 911 could cause your call to be routed to the wrong 911 dispatch center.  Because Communicator connects to the campus phone system, it could appear that your emergency is on campus even when you are somewhere else.

Call Center Supervisors

If you are a Call Center Supervisor, please follow these steps to create or reset your ACD Supervisor PC Client passcode:

  1. Go to the Mitel Passcode Reset Tool
  2. Enter your 10 digit phone number and your you@wcu.edu email address (do NOT use the format you@email.wcu.edu):

3. You will receive a Confirmation Number via email.  Type in the Confirmation Number, but do NOT press Enter.  Click the Reset Clearspan Applications Password button:

4. Enter the New Password of your choice.  The new password must follow the requirements on the right side of the page:

5. If your passcode change was successful you will see this message:

6.  You’re done!  Please go to acd.wcu.edu to access your ACD application.

Repairs

Have a phone that isn’t working?  Try unplugging it for about ten seconds and plugging it back in.  This will force the phone to reboot and solves most problems.  The reboot process takes two or three minutes.  You’ll know that you’re phone is ready to use when your extension number and name appear in the top right corner of the display and the time and date are correct.

Phone still not working?  Please submit a phone service request providing as much detail as possible about the problem and the IT Division will investigate.

Submitting a Phone Service Request

Problems with your service?  Need a repair or a configuration change?

Submit a Request for Phone Service

When submitting a request you will need to include:

  • User’s name
  • User’s extension number
  • User’s email address
  • User’s room number
  • Name of Accountable Officer
  • Detailed description of the problem

Are you an Accountable Officer who needs to review or approve phone service requests?

Review and Approve Phone Service Requests

Removal and Surplus of Old Phones

If you find any old Avaya or Nortel phones in your department, please follow these instructions to have them picked up and sent to WCU Surplus.

 

  1. Go to https://help.wcu.edu/CherwellPortal/Login and login with your WCUid.   
  2. Click the Surplus an Asset link.

 

3.  In the Serial Number field enter 123456.  Click the Find button.

4.  No results will be found.  Under Pickup Location enter the building and room where the phones are located.  Under Condition select Obsolete.  Under Description indicate the quantity of old phones.  Click Next.

 

5. Click Save.

Prices and Purchasing

Phone Service Pricing

Phone Service Monthly Charges

 

Standard Phone Line


(Standard Phone Lines include FREE voicemail, email notification1, and domestic long distance)
Standard Phone Line VoIP, analog, or virtual extension $16.75
Call Center Phone Line


(All Call Center prices INCLUDE Standard Phone Line service listed above)
Call Center Standard Member of a Standard Call Center ACD queue2 $23.00
Call Center Premium Member of a Premium Call Center ACD queue  (Premium Call Center includes Night Service, Holiday Service, and other Routing Policies)2 $34.00
Call Center Premium + PC Agent Client Call Center Premium + access to PC Agent web interface2 $51.00
Call Center Premium + PC Supervisor Client Call Center Premium + access to PC Supervisor web interface2 $68.00
Optional Features Per Line


(These optional features can be added to any Standard Phone Line or Call Center Phone Line)
International Long Distance Charges vary by calling destination3 variable
Communicator Mobile Smartphone app for making and receiving calls using your WCU phone numer $1.50
Communicator Desktop PC application for making and receiving calls using your WCU phone number $1.50
1 HIPAA restrictions may apply.
2 Price includes standard phone line.
3 Departments are responsible for all incurred charges. See International Calling section (above) for details.
Purchasing Desk Phones and Accessories

Existing WCU desk phones were replaced with new Mitel 6867i phones in Spring of 2017 at no cost to departments.  Additional phones, expansion modules, wall mounts and cords can be purchased if needed.

 

Ordering a Mitel 6867i Desk Phone or Accessory:

Due to licensing requirements, Mitel phones and accessories must be purchased through WCU’s IT Division. To purchase Mitel desk phones or accessories, please submit an IT service request.

 

Pricing

Mitel 6867i Desk Phone – $150

Mitel 685i Expansion Module – $120

Mitel Desk Phone Wall Mount – $20

Mitel 6867i AC Adapter – $20

Mitel 6867i Coiled Handset Cord – $10

 

Lost or Damaged Phones:

Departments are responsible for the cost of repair or replacement when phones and accessories are damaged or lost.  If a phone or accessory has been damaged or lost, please submit an IT service request so that IT can work with you to fix or replace it.

 

 

 

Purchasing Conference Phones

Two conference phone models are compatible with the WCU phone system.  Click the links below to learn more about each one.

Polycom SoundStation IP 6000

Polycom SoundStation IP 7000

 

Ordering a Polycom Conference Phone:

You may order Polycom Conference Phones from the vendor of your choice.  If you wish to order through Catamart, instructions are provided below.

 

Polycom Part Numbers:

Polycom SoundStation IP 6000:  2200-15600-001

Polycom SoundStation IP 7000:  2200-40000-001

External Microphone Kit for Polycom SoundStation IP 7000 (includes two microphones):  2200-40040-001

 

Catamart Ordering Instructions:

  1. Log into Catamart.
  2. Approved conference phones are included in the “punchouts” for the vendors CDWG and GovConnection. Check both to obtain the best price.
  3. Select the device in either the CDW-G or GovConnection “punchout” and add to your cart.
  4. Select the desired product(s)/quantities and select Checkout or Keep Shopping.
  5. Once shopping is complete, click Save and Close (cart should now be built).
  6. At the top right, click on “Shopping Cart.”
  7. Verify the quantity and price and click on “Checkout.”
  8. Verify/edit Shipping & Billing Addresses, Shipping Address, Contact Information, and Accounting Information as required.
  9. When all error flags at the top of the page have been resolved (all steps green) click on Place Order which will route the order to the Accountable Officer for approval.

 

 

Purchasing Headsets

Compatible Headsets

The WCU IT Help Desk uses and recommends Plantronics CS500 Series headsets with APS-11 EHS cables.  If you prefer to choose your own model, please use the Jabra and Plantronics Compatibility Guides (below) for the most up-to-date list of headsets compatible with your Mitel 6867i phone.

 

Jabra Compatibility Guide – Search for Phone Brand: Mitel, Model: 6867i or 6867i USB

***If ordering a Jabra headest, please be sure to also order the correct DHSG cable (usually model 14201-10) listed in the Compatibility Solution.***

 

Plantronics Compatibility Guide – Manufacturer Name: Mitel,  Device or Host Name: 6867i(Mitel), Headset or Peripheral: (leave blank, unless you know the headset model you want)

***If ordering a Plantronics headset, please be sure to also order the correct adapter cable, if required.  This is usually an APS-11 cable, but will be indicated under Peripherals in the Compatibility Guide.***

 

Purchasing Headsets:

Plantronics and Jabra headsets may be purchased from the vendor of your choice,  If you wish to order through Catamart,  instructions are provided below.

 

Catamart Ordering Instructions:

  1. Log into Catamart.
  2. Once you have selected a headset and adapter cable that are compatible with your Mitel 6867i phone, take the item/manufacturer # and use the CDW-G or GovConnection “punchout” to find the item. Check both vendors to obtain the best price.
  3. Select the desired product(s)/quantities and select Checkout or Keep Shopping.
  4. Once shopping is complete, click Save and Close (cart should now be built).
  5. At the top right, click on “Shopping Cart.”
  6. Verify the quantity and price and click on “Checkout.”
  7. Verify/edit Shipping & Billing Addresses, Shipping Address, Contact Information, and Accounting Information as required.
  8. When all error flags at the top of the page have been resolved (all steps green) click on Place Order which will route the order to the Accountable Officer for approval.

 

 

 

Analog Phones

One of the primary objectives of the Mitel phone system project is to migrate all possible extensions to voice-over-IP connections.  Analog lines will be used only in unusual circumstances.  If you have a need for an analog line, please submit an IT Service Request. 

**Please see the section on Frontier POTS Lines below, for additional analog line information.

Frontier POTS Lines

Some devices will not be connected to the campus phone system.  Examples are:

  • Fire panels
  • Elevator phones
  • Blue phones
  • Alarms

These devices will utilize POTS (plain old telephone service) lines provided by Frontier Communications.  If you have a device that requires a POTS connection, please submit a phone service request.

Need More Help?

Give the IT Help Desk a call at 227-7487, or visit our walk-up counter at the Technology Commons, located on the bottom floor of Hunter Library.

 

This page works best in Edge, Firefox, Chrome, or Safari.  If you are having problems in Internet Explorer, please try a different browser.