Converged Communications

Desk Phones

To request desk telephone moves, changes or additional services, please submit your request through ServiceNow.

DO NOT MOVE TELEPHONE SETS! Each telephone set is programmed with an Emergency Response Location. If 911 is  dialed, the emergency responders are immediately provided with the building and room number. We must know the correct location of the telephone to keep the database current. 

Telephone information such as user resources, recommended headsets, etc. is available here.

Jabber

Cisco Jabber allows you to use your computer or a mobile device to instant message, place voice and video calls, and more all while using your WCU assigned telephone number. Jabber download links, user resources and basic troubleshooting information is available here.

Finesse Contact Center

Used by WCU student services groups, Cisco Finesse is a contact center platform that provides an agent and supervisor desktop through your web browser. Finesse connects you to your contact center's phone queue. You must be connected to a secure VPN connection in order to use Finesse. 

Together, Jabber and Finesse allow you to answer phone calls for your call center while working remotely.

More information is available here.

Dialing Procedures

Voicemail 

Submit a request through ServiceNow for voicemail services such as: voicemail account setup, voicemail password/security code reset, reassign a voicemail box to a new user. and request voice messages to be delivered to your email (unified messaging)

Additional voicemail information  including how to access voicemail, user guide, and troubleshooting is available here.

If you are unable to listen to the voice message audio file (.WAV) received through email, please refer to this knowledge article.

Conference Calls

WCU uses Zoom for audio and video conferencing. More information about Zoom is available here.

Information on adding additional parties to a call using Jabber or your Cisco desk telephone are located here.

Cell Phones

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