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Phone Services for Departments

Connecting your Phone

To connect your phone, simply plug it in to a network jack. VoIP phones must connect to a network jack to function. Analog telephones (such as fax machines) must connect to analog phone jacks. They will NOT work in the network jack unless the jack is converted to analog service.

Dialing Instructions
table with 4 rows

Campus calls

Last five digits of the campus telephone number

(Ex. 221-5555 would be 1-5555)

Local calls

9 + number

Department-related long distance calls

9 + 1 + area code and number + authorization code (if required).

Department-related international calls
International Rates
9 + 011 + country code + city code + number + authorization code (if required).

Voicemail Service

Voicemail service is available on all campus phones for faculty and staff. Tenured and tenure-track faculty with office phone service are provided with one voicemail box at no monthly charge. All other faculty and staff will incur $5.50 per month for each mailbox.

To retrieve your voicemail messages, either press the Voicemail key on the phone, call 1-1000 on campus, or call 757-221-1000 off campus. The Voice Mail Quick Reference Guide (pdf) is a helpful tool in understanding the flow of the voicemail system menus. 

The online companion software, Mitel's Connect Client, can also be used to view your call history and access Voicemail messages.  It also allows you to send your voicemail messages as an attachment to your email.

Telephone Service Requests (aka. Work Orders)

Request new or change existing phone services through Request IT.  From here you can:

  • Submit questions about billing
  • Make a billing change
  • Change an existing service
  • Order a new service
  • Report a phone issue

Required information includes names, locations, and telephone numbers for the requested work and the account number(s). Most service requests are free of charge, however a new network jack installation will incur a charge.

Campus Directory Updates

Moving a Telephone

VoIP phones may be moved within a department. To do so, simply unhook the phone from the network jack where it is currently located and rehook it in the network jack at the desired new location. The phone number will stay the same, but the new location of the phone may have to be verified through email.

Phones may be moved between different departments but this requires a change in billing.  Please notify IT at [[support]] about phone changes between departments.

In order to move an analog phone line (fax machines, alarms, credit card readers...), an IT Service Request will need to be submitted.

Conference Calls

You can use your Conference phone for a conference call, with up to three lines calling-in to the ShoreTel phone. Phones may easily be moved from an office to a conference room (see the Moving a Telephone section above) or an additional phone may be rented for $10 per day. Phone rental orders are submitted through Request IT.

If you need more than three lines for your conference call, contact the Technology Support Center (TSC).

Location Verification

Location information is needed by the William & Mary Police Department for 911 compliance and response. To maintain accurate records, you will be asked to verify your telephone's location once a year at You may also be asked to verify when moving phone to a new location. Reminder emails will be sent to you annually. 


Contact the Technology Support Center (TSC)
757-221-4357 (HELP) | [[support]] | Monday - Friday, 8:00 am - 5:00 pm