Frequently Asked Questions About the New Phone Service
Click on any of the questions below to reveal the answer.
The cost of the service includes a Mitel 6867i phone, a phone line, voicemail, free domestic long distance and the Remote Office option on the Communicator software. Voicemail to email is available by request, at no additional charge.
Remote Office works when you are at a computer and away from your own office phone. You can designate a cell phone or other landline phone as your physical handset. The Communicator software gives you the features of your office phone so you can dial numbers, transfer calls, and have conference calls. Note: you can’t make or receive calls using only the computer with this option.
Currently there are three options:
- The basic Communicator software with Remote Office works when you are at a computer and away from your own office phone. You can designate a cell phone or other landline phone as your physical handset. The Communicator software gives you the features of your office phone so you can dial numbers, transfer calls, and have conference calls. Note: you can’t make or receive calls using only the computer with this option.
- Communicator Voice (this is a Premium option) allows you to receive and make calls from your computer or cell phone using the Communicator Voice software. Note: To use this feature you will need a cell phone or computer with an integrated microphone and speaker or use a USB headset.
- Mobile UC-One Connect Evaluation (This is a Premium option) allows you to receive and make calls from your cell phone using the UC-One Connect Evaluation application. This application can be found on the Apple App store or Google Play store.
Do not use the Communicator software to call emergency services (911). If you need to call 911, you need to use your cell phone or landline phone so that the call is routed to your local emergency services department.
You can upgrade to a premium option:
- Communicator Voice allows you to receive and make calls from your computer or cell phone using the Communicator Voice software. Note: To use this feature you will need a cell phone or computer with an integrated microphone and speaker or use a USB headset.
- UC-One Connect Evaluation allows you to receive and make calls from your cell phone using the UC-One Connect Evaluation application, found on the Apple app store or Google Play store.
To receive this upgrade, submit a help request to Voice Services at help.unc.edu.
ITS will cover the cost of one premium option per phone line. If you want the mobile software and the desktop software, your school or division will be responsible for the cost of the second option each month
Yes, we recommend you turn on encryption for these phone lines – this feature costs $3 per line per month.
No, the software doesn’t support SMS text messaging.
No, you don’t need to keep your desk phone, but there is no cost savings.
ITS doesn’t provide headsets for the Communicator software, because it is like any other software on your computer. You’ll need to work with your business office for a headset.
No, you don’t need to be connected to VPN to use the Communicator software.
No, callers will hear a message that the number has been disconnected. If you have a need to have a custom message, submit a help request to Voice Services at help.unc.edu. Note: The custom message is only available for 30 days and will be $ 14.50 per phone line because the phone line needs to remain active for the message.
You can find all of the Voice Services rate information in a knowledge article on help.unc.edu.
Voicemail to email will not be turned on when you move to the new phone service. If you want to have your voicemails sent to your emails and you don’t receive voicemails that may contain sensitive information, such as PCI, PII or HIPAA, you can submit a request to the ITS Comm Tech Voice Services team at help.unc.edu after your new phone service is set up to turn this feature on. Remember, all University emails, including voicemail to email, can be subject to a public records request.
When voicemail to email is turned on, voice messages will go only to your email. They won’t appear on your phone or be saved on your phone.
As part of the move to the new phone service, we have a new voicemail system so you need to set up your voicemail. Go to help.unc.edu for step-by-step instructions to set up your voicemail.
The messages will be retained by the University for 30 days after the phone line is moved. If you need access to the messages, you can still call the old voicemail access number (919.428.2828) and enter your previous login credentials to access your old mailbox until the mailbox is removed.
The messages will be retained by the University for 30 days after the phone line is moved. If you need access to the messages, submit a help ticket.unc.edu.
You’ll want to set up your voicemail once your phone line is moved. Even if you haven’t personalized your greeting, people can leave you messages. When you set up your voicemail, you’ll have access to those messages. If you don’t want to have voicemail active on your phone line, submit a help ticket at help.unc.edu.
Yes. Even if you haven’t personalized your greeting, people can leave you messages and the “message waiting” light will blink on your phone. When you set up your voicemail, you’ll have access to those messages. If you don’t want to have voicemail active on your phone line, submit a help ticket to Voice Services at help.unc.edu.
For Verizon VoIP phone lines that call phone numbers that have been switched to the new phone service, calls may not connect because the service provider may not have finished doing the work they needed to do on their end. Try calling from an alternate phone, such as a mobile phone.
While we’re in the process of moving phone lines, we recommend that you save yourself the time and dial 10 digits for all campus numbers.
During this transition while we have two phone providers on campus you will need to submit a help ticket to Voice Services at help.unc.edu to ensure that your phone will work at your new location. Be sure to include your phone number in the ticket and which phone service your phone is on, if you know it.
That depends. If the phones are provided by ITS Comm Tech Voice Services, then they are part of this transition. The criteria for providing phone services to remote sites is:
- VPN concentrator on-site (purchased and managed by ITS Networking) that works with customer Internet Service Provider (ISP).
- Dedicated network connection to campus that is leased from ITS Comm Tech Voice Services. (This is typically a leased Ethernet connection provided by AT&T/Spectrum/Lumen (formerly CenturyLInk).
If you’re unsure if your phones are part of this transition, you can submit a help ticket to the ITS Comm Tech Voice Services team at help.unc.edu.
For Verizon VoIP phone lines that call phone numbers that have been switched to the new phone service, calls may not connect because the service provider may not have finished doing the work they needed to do on their end. Try calling from an alternate phone, such as a mobile phone.
Make sure you have downloaded the correct software. Most people on campus have the basic version, but if you have the premium, it won’t work, and vice versa. If you’re not sure, check with your business manager or IT support.
Make sure the microphone on your computer is turned on. For further support, contact your local IT support.
The destination folder may be incorrect. Be sure that the path to the destination folder is C:\Program Files (x86)\Mitel\Communicator.
You need to have a headset or speaker that has a USB connection to use the Communicator software.
Voicemail was turned on when the phone line was set up. If the red light is blinking, that means there is a voicemail waiting. When you set up your voicemail, you’ll have access to those messages.
If there is a red light that is solid (not blinking) that means the phone is not in service or you have turned on the do not disturb feature.