Voice Services

Voice Services provides telecommunication solutions that support the mission of the University of Minnesota Duluth. The included service offerings are demand-driven, user-focused and ensure that telephones, peripherals, applications, and communications get delivered intelligently, meet security requirements, and work appropriately. Beyond the service offerings listed below, Voice Services also support the related circuits that provide on-campus, local, long distance, and E911 calling.

Service Offerings

Desk Phones

Provide Avaya Multi-line feature phones with displays as the standard service offering.

Softphones and Mobile Clients

Provide consulting and installation assistance for the Avaya Equinox application for laptops (Microsoft Windows, and Apple Mac), and cell phones (Apple iOS, and Android).

Public Phones

Provide and maintain campus "House phones". Coordinate payphone services. Provide and maintain telephone lines for campus elevators.


Provide voicemail service via Avaya Aura Messaging system. There is no charge for voicemail and policy calls for every office phone to have a voicemail box so that no one calling UMD ever receives a busy signal. Voicemail boxes are set up with 4 hours of message storage, and to auto-delete listened-to messages after 30 days. Messages can not be recovered once deleted. Voicemail can be set up for one of three retrieval methods; via phone, via desktop browser, or via email.


Provide analog telephone lines to support faxing needs. In situations where the need is only to receive faxes, we can provide a fax service that routes incoming faxes to email, eliminating the installation cost of a fax line, and the fax machine itself.

Call Centers

Provide Call Center functions and basic reporting to support business needs of the campus. We will conduct a needs analysis for any Call Center requests in order to provide the best available options.

Automated Attendants

Provide Automated Attendant features to support business needs of the campus.


Provide conference calling capability on all desk phones. For larger rooms, an Avaya B189 Conference phone is available for check-out through the ITSS Tech Center and can be used at any live phone jack.

The University of Minnesota has contracted with West Communications (formerly InterCall) to provide hosted audio and web conferencing.There are many options, including call recording and playback, as well as operator assistance. Regular call rates are as low as $.01/minute per participant.

Information on Conferencing Services is available.

Sign up information is also available. (sign-up requires a credit card and can be a university purchasing card).

User Eligibility

Voice Services are available for current University faculty, staff, and students, as well as external entities located at UMD or any of these related sites that we support:

  • Boulder Lake Environmental Learning Center
  • Center for Economic Development
  • Cloquet Forestry Center
  • Coleraine Minerals Research Laboratory
  • Glensheen
  • Medical Discovery Team facility
  • Research Laboratory Building
  • RICH Center
  • WDSE Television

Service Availability

  • On-site support is available from 8 a.m. - 4:30 p.m. Monday through Friday, excluding University holidays.
  • Limited after hours support is available by calling the Twin Cities Service Desk.


Repairs are generally free of charge unless there are obvious signs of malice. Current rates for moves, adds, and changes may be found at: Rates and Fees

Service Support

Provide telephone and systems support to ensure availability for business or educational tasks. Track and resolve problem incidences as they occur. Repairs receive a higher priority than regular service requests. Our goal is to complete repairs within one business day. Requests for repairs as well as adds, moves, and changes can be submitted via service ticket or by Calling the ITSS TechCenter at 218.726.8847.

Service Manager

Chuck Bosell
Email: [email protected]
Office: 218-726-7939