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Telecom

The ITS department is responsible for all campus telecommunications. We aim to provide a reliable and productive technical experience for all students, faculty and staff. Listed below are answers to the most frequently asked questions regarding telecommunications at John Marshall.

We have a new employee starting. What should we do?

For the fastest service, please fill out the new employee’s information in this email. Or you may contact the Help Desk at 312.427.2737 x550. Please have the following information handy: Room number, full employee name, department name, do they need a new phone and extension, are the replacing a previous employee, if so, who?

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How do I get a new phone?

Please have your department head email helpdesk@jmls.edu requesting a new extension, including who the extension is going to belong to, where it needs to be installed and for how long the phone will be in use. Please submit your request at least 48 hours in advance.

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I need a conferencing phone, is one available?

Yes. Anyone using a conference room may request a conference phone setup beforehand. Please send an email to helpdesk@jmls.edu at least 24 hours in advance with the time and room number of your event. We have two conference phones available. One is tailored for small group conference calls and the other for webinar-type situations.

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How can I get a number directly accessible from outside?

These numbers are generally reserved for specific uses such as fax machines and published numbers. If there is a valid need and one is available, they will be given out to individuals. Otherwise a regular extension will be assigned.

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Why has my phone stopped ringing?

Most of the time this is caused by accidentally forwarding your calls or enabling the send calls to voicemail features. To disable these features, lift your handset, hit mode and then #1 to put it in standard call handling mode and hit OK. Also make sure your ringer volume is turned up. If your phone is still not ringing, call the Help Desk at 312.427.2737 ext. 550.

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My message light came on but I didn't hear my phone ring, what happened?

There are two causes for this. You may have accidentally hit the send calls or forward features, or the caller was already in the voicemail system. If an employee replies to a message you left on their voicemail or they simply recorded a message for delivery to you, the phone will not ring but your message waiting light will turn on.

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My speaker light is flashing, how do I make it stop?

The most common cause is there is a voicemail waiting for you. On the phone there should be a button for voicemail, press the voicemail button and you will be prompted to enter your PIN.

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Is there a printable command sheet for the ShoreTel phones (Cheat Sheet)?

Absolutely, ITS recommends keeping this by your phone for reference. You may download it here or pick up a copy from the Help Desk.

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I accidentally deleted a message, can I get it back?

Messages that have been deleted from the voicemail system can be retrieved from the trash inside ShoreTel Call Manager. By going into ShoreTel and clicking the Voicemail tab. You should see it in your deleted items. They only reside here for approximately 20-60 minutes before being permanetly deleted.

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How do I make a conference call?

When you are speaking to one individual and you wish to talk to a second individual at the same time, depress the conference button, after a moment you should hear a new dial tone, dial the extension or outside number of the second individual. Once the second individual has answered, press the conference button again to join all parties.

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Is call waiting available?

When you are speaking to one individual and you hear two medium-high tones indicating you have another call, tell the first individual you are putting them on hold, depress the hold button, and press the hold button again to be connected with the new caller.

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How do I transfer a call?

When you wish to transfer a caller to another extension or number, press the transfer button, dial the extension or phone number and then press transfer again. The call will be transferred and you may now hang up.

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How can I redial the last number dialed?

To redial the last number you called, pick up the handset and press the redial button.

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Can I setup call forwarding?

When you intend to away to be away from your office for some time, you have the capability to transfer your incoming calls to another extension. In Shoretel Call Manager click the orange Shoretel icon in the top left, select call handling, select configure call handling. When the settings menu comes up select out of office and then select Forward calls: Always. Once that mode has been selected, make sure you edit the destination to whatever extension you would like the calls to go to. Calls will now ring at the new extension. PLEASE REMEMBER TO CANCEL THIS FEATURE WHEN DONE.

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Can I send calls directly to Voice Mail?

To send calls directly to voice mail and prevent your phone from ringing, in ShoreTel Call Manager click the orange ShoreTel icon in the top left, select call handling, select the out of office mode. PLEASE REMEMBER TO CANCEL THIS FEATURE WHEN DONE.

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