Working Remotely

Instructions on how to enable or disable forwarding phone calls from a Cisco phone.

Issue/Question

How do I forward calls from my Cisco office phone to another number?

Environment

• Cisco Phones

Resolution

Last Modified: 11-24-2025 14:35PM

Instructions for enabling Cisco Jabber phone service on your device.

Issue/Question

How do I enable phone services on Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Cause

Phone services is not automatically enabled on Cisco Jabber and a service request will need to be submitted to activate phone services. 

Resolution

1. Install Cisco Jabber. Please follow Installing Cisco Jabber article for instructions on how to install Cisco Jabber.
2. Log into Cisco Jabber. Please follow Logging into Cisco Jabber article for instructions on how to log into Cisco Jabber.
3. Once logged in, if you do not see options to make a call, a configuration refresh may be necessary. Please follow the Requesting a Configuration Refresh article on how to perform a configuration refresh.

Last Modified: 12-09-2025 10:12AM

Instructions for installing Cisco Jabber on various operating systems.

Issue/Question

How do I install Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

Windows

1. Click here to download the installer file.
   Note: You may need to unzip the downloaded file before you can install. 
2. Run CiscoJabberSetup.msi.
3. Follow the on-screen prompts the installer provides.

macOS

Android

1. Search for Cisco Jabber on the Google Play Store.
2. Tap Install.

iOS

1. Search Cisco Jabber on the App Store.
2. Tap Get.
3. Complete FaceID or TouchID authentication if prompted.

Last Modified: 11-24-2025 16:08PM

Instructions for logging into Cisco Jabber.

Issue/Question

How do I log into Cisco Jabber?

Environment

• Windows
• MacOS
• Android
• iOS

Resolution

1. Open Cisco Jabber.
2. During initial setup, log in using your NetID@wku.edu.
3. Log in using your NetID and NetID password.

Last Modified: 04-06-2026 09:17AM

Information for WKU Faculty/Staff/Students on how to send secure and/or large files over the internet.

Issue/Question

How can I send large / secure files?

Environment

• WKU Faculty/Staff/Students

Cause

WKU ITS does not recommend sending sensitive or overly large files via email and provides a utility to deliver such. Email is a convenient way to send information but is not very secure. Servers handling email don't always use encryption and can store data and attached files for a long time with little oversight to the safety of their contents. Using the WKU Secure Share application, you ensure files are only stored until the recipient retrieves them. The utility can also send files too large for email to handle. Files are stored securely for 5 days before they are automatically purged. 

Resolution

Sending a Message

1. Go here.
2. Enter your WKU Account and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Browse for the file(s) you want to send by clicking Add Files... button. 
   Note: The following file types are not allowed to be sent: exe, vbs, pif, scr, bat, cmd, com, cpl.
4. Enter address(s) to which you want to send.
   Note: There can be multiple email address in the Send to: line. Separate addresses with a comma followed by a space. All emails included will be visible to all recipients unless you select to email using the add bcc button.
5. Enter Subject.
6. Enter Message.
7. Check the box to send a copy to yourself if you would like to receive a copy of the message. 
8. Click Send. 

Recovering Storage Space

1. Go here.
2. Enter your WKU Account and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Click Secure Messages  at top of page. 
4. Select Sent. 
5. Find message with attachment you wish to delete. 
6. Click downward chevron  in action column. 
   Note: You may have to scroll down with mouse or use keyboard arrows to display all options under action column after clicking chevron. 
7. Select Delete Attachments.
   Note: Attachments will be deleted and recipient(s) will no longer be able to download them. There is no way to undo this action. If files need to be sent again, a new message will have to be composed and sent. 

Last Modified: 03-24-2026 09:25AM

Information for assistance with your personal home network.

Issue/Question

Does WKU ITS provide support to home networks for Students/Alumni or Faculty/Staff/Retirees?

Resolution

WKU ITS does not provide support of home networks. For network related issues, you will have to contact the Internet Service Provider to which you are subscribed.

If you need assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 04-30-2026 09:14AM

Information about cellular tethering / hotspots.

Issue/Question

How do I use my cell phone as a cellular hotspot?

Resolution

Last Modified: 07-10-2025 14:35PM

Information for Faculty/Staff/Students about installing Microsoft 365 on a personal computer.

Issue/Question

How do I install Microsoft 365 on my device?

Environment

• Faculty/Staff/Students
  • Microsoft 365

Resolution

WKU Faculty, Staff, and Students can download and install Microsoft 365 Pro Plus free of charge and may install the software on up to five devices/computers. Microsoft 365 is provided through WKU's enterprise licensing agreement with Microsoft. Based on Microsoft’s licensing requirements, it is not offered to past students who have graduated or leave WKU. Microsoft 365 Pro Plus offers you the most recent version of the Microsoft Office Suite.

Microsoft 365 Pro Plus includes the following list of applications: Word, Excel, PowerPoint, Outlook, OneNote, Access, and Publisher. (Microsoft will be discontinuing Publisher in October 2026.)

If you need additional assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 04-27-2026 11:59AM

Instructions for installing OneDrive and setting up OneDrive to sync files.

Issue/Question

How do I install Microsoft OneDrive?

Environment

• OneDrive

Resolution

Last Modified: 04-08-2026 11:00AM

Instructions for logging into Microsoft OneDrive with a WKU Exchange account.

Issue/Question

How do I access / log into Microsoft OneDrive?

Environment

• OneDrive

Resolution

1. Navigate to Office.com.
2. Click Sign In. 
3. Sign in using your WKU email address.
4. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
5. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to setup Microsoft Multi-Factor authentication, please see this page. 
6. Click the app menu  in the upper-left corner. 
7. Select OneDrive.
8. You may now upload and download files from your OneDrive as needed.

Last Modified: 11-13-2024 11:26AM

Instructions for downloading Zoom on desktop or mobile.

Issue/Question

How do I install the Zoom application on a personal device in a mobile or desktop environment?

Environment

• Windows
• Mac
• iOS
• Android

Resolution

On PC/Mac

1. Go to https://zoom.us/download.
2. Choose the download option appropriate for your operating system.
3. Choose a location to save the installer & click Save.
4. Once downloaded, open the installer file.
5. Follow the installation prompts.
6. The program should start automatically after installation. If not, locate Zoom in the Windows Start Menu or Mac Applications.
    

On iOS/Android

1. Open the App Store (iOS) or Google Play Store (Android).
2. Search for Zoom Workplace. You may also directly access the app download on Google Play here or the Apple Store here.
3. If you performed a search, the first result should be Zoom Workplace. Tap the application.
4. Tap on Install.

Last Modified: 09-11-2025 12:16PM

Instructions for joining a Zoom meeting with either a Meeting ID or a hyperlink from the Host.

Issue/Question

How do I join a Zoom meeting?

Environment

• Zoom.us
• Zoom Workplace Application

Resolution

To join a Zoom meeting, you will need either a hyperlink from the Host or a Meeting ID#.

If you receive a Meeting ID #:

1. Browse to wku.zoom.us
2. Click Join.
3. Type in the Meeting ID #.
4. Click Join.

If you receive a Meeting Hyperlink:

1. Click meeting hyperlink.
2. If presented with a dialog noting that a site is trying to launch Zoom, click Open.
3. Zoom Workplace will open and add you to meeting.
   Note: If Zoom Workplace doesn't open, click Launch Meeting.
    

Starting Application

If you have previously used Zoom on your device,

• On a Mac, the prompt Do you want to allow this page to open Zoom.us?  Click Allow.
• On a PC, click Open Link on the Launch application box to open Zoom Meetings.

If this is the first time you have joined a Zoomed meeting on the device,

• You will be prompted to download the Zoom application. Follow the directions on the screen.

Last Modified: 07-11-2025 14:05PM

Instructions for creating a new Zoom account or signing into a Zoom account licensed by WKU.

Issue/Question

How do I create / sign into a Zoom account created by WKU that allows for meetings longer than 40 minutes? 

Environment

• Zoom

Resolution

Logging into the Zoom Desktop Client

1. Open Zoom Workplace application.
2. Click Sign In.
3. Click SSO button.
   Note: You must click SSO to access your WKU-licensed Zoom account. Do not input your credentials on initial log in screen.
4. Type wku in the company domain box.
5. Click Continue.
6. Click Open Zoom Meetings.

Logging into Zoom from a Web Browser

1. Navigate to wku.zoom.us.
2. Click Sign in.
3. Sign in using your WKU Email Address and password. 
4. You may be prompted to authenticate using Microsoft Authenticator.

Last Modified: 10-16-2025 11:28AM

Information for accessing network drives off campus.

Issue/Question

How do I access my Personal (P:) and Shared (S:) (U:) drives off campus?

Resolution

You will need to have access to Cisco Secure Client VPN to view network drives off campus. Please see the Related Articles section below for further instructions for mapping the drives on your device.

Last Modified: 02-21-2025 09:51AM

Instructions for mapping to the Shared (S:) and Personal (P:) Active Directory drives on a Mac.

Issue/Question

How do I access WKU's network drives on my Mac?

Environment

• macOS

Resolution

Method 1: Clickable Shortcuts

1. Download the AD Shortcuts for Mac zip file.
2. Unzip the file, if it did not unzip automatically.
3. Move the folder AD Shortcuts for Mac to a desired location, e.g. Desktop or Documents.
4. If desired, drag the folder to your dock.
5. Open the folder.
6. Select the drive you want to access.
7. You may be prompted to confirm that you want to connect to a server. Click Connect.
8. You may be prompted for a name and password. Enter your NetID and password and click Connect.

Method 2: Manual Mount

Optional: Mount Drives at Login

Last Modified: 02-21-2025 09:57AM

Instructions for mapping network drives on a Windows computer.

Issue/Question

How do I map the network drives on my computer?

Environment

• Windows

Resolution

Shared Drive (S:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Click (See more).
6. Click Map network drive.
7. Select S: drive.
8. Enter \\fscluster2.ad.wku.edu\shared
9. Click Finish.

Shared Drive (U:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Click (See more).
6. Click Map network drive.
7. Select U: drive.
8. Enter \\fscluster2.ad.wku.edu\secure
9. Click Finish.

Personal Drive (P:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Click (See more).
6. Click Map network drive.
7. Select P: drive.
8. Enter \\fscluster1.ad.wku.edu\personal\NetID
9. Replace NetID with your own NetID.
10. Click Finish.

Last Modified: 03-05-2026 10:33AM

Instructions for setting up Cisco Secure Client VPN.

Issue/Question

How do I set up Cisco Secure Client VPN?

Environment

• Android
• iOS
• MacOS
• Windows

Resolution

Once connected to Cisco VPN you may use WKU services as if you were on campus.  Should you need to connect to network drives (S:\, P:\, or U:\) please see this article.

Please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 03-05-2026 09:44AM

Instructions for accessing Mediasite.

Issue/Question

How do I access Mediasite?

Environment

• Mediasite

Resolution

Method 1

1. Go to the Mediasite portal.
2. Log in using your NetID and password.

Method 2

1. Log into Blackboard.
2. Navigate to the course site.
3. Click View course & institution tools in the right menu.
4. Click My Mediasite.
5. Click Allow.

Last Modified: 02-10-2026 12:43PM

Instructions on how to enable or disable forwarding phone calls from a Cisco phone.

Issue/Question

How do I forward calls from my Cisco office phone to another number?

Environment

• Cisco Phones

Resolution

Last Modified: 11-24-2025 14:35PM

Instructions for enabling Cisco Jabber phone service on your device.

Issue/Question

How do I enable phone services on Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Cause

Phone services is not automatically enabled on Cisco Jabber and a service request will need to be submitted to activate phone services. 

Resolution

1. Install Cisco Jabber. Please follow Installing Cisco Jabber article for instructions on how to install Cisco Jabber.
2. Log into Cisco Jabber. Please follow Logging into Cisco Jabber article for instructions on how to log into Cisco Jabber.
3. Once logged in, if you do not see options to make a call, a configuration refresh may be necessary. Please follow the Requesting a Configuration Refresh article on how to perform a configuration refresh.

Last Modified: 12-09-2025 10:12AM

Instructions for installing Cisco Jabber on various operating systems.

Issue/Question

How do I install Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

Windows

1. Click here to download the installer file.
   Note: You may need to unzip the downloaded file before you can install. 
2. Run CiscoJabberSetup.msi.
3. Follow the on-screen prompts the installer provides.

macOS

Android

1. Search for Cisco Jabber on the Google Play Store.
2. Tap Install.

iOS

1. Search Cisco Jabber on the App Store.
2. Tap Get.
3. Complete FaceID or TouchID authentication if prompted.

Last Modified: 11-24-2025 16:08PM

Instructions for logging into Cisco Jabber.

Issue/Question

How do I log into Cisco Jabber?

Environment

• Windows
• MacOS
• Android
• iOS

Resolution

1. Open Cisco Jabber.
2. During initial setup, log in using your NetID@wku.edu.
3. Log in using your NetID and NetID password.

Last Modified: 04-06-2026 09:17AM

Information for WKU Faculty/Staff/Students on how to send secure and/or large files over the internet.

Issue/Question

How can I send large / secure files?

Environment

• WKU Faculty/Staff/Students

Cause

WKU ITS does not recommend sending sensitive or overly large files via email and provides a utility to deliver such. Email is a convenient way to send information but is not very secure. Servers handling email don't always use encryption and can store data and attached files for a long time with little oversight to the safety of their contents. Using the WKU Secure Share application, you ensure files are only stored until the recipient retrieves them. The utility can also send files too large for email to handle. Files are stored securely for 5 days before they are automatically purged. 

Resolution

Sending a Message

1. Go here.
2. Enter your WKU Account and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Browse for the file(s) you want to send by clicking Add Files... button. 
   Note: The following file types are not allowed to be sent: exe, vbs, pif, scr, bat, cmd, com, cpl.
4. Enter address(s) to which you want to send.
   Note: There can be multiple email address in the Send to: line. Separate addresses with a comma followed by a space. All emails included will be visible to all recipients unless you select to email using the add bcc button.
5. Enter Subject.
6. Enter Message.
7. Check the box to send a copy to yourself if you would like to receive a copy of the message. 
8. Click Send. 

Recovering Storage Space

1. Go here.
2. Enter your WKU Account and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Click Secure Messages  at top of page. 
4. Select Sent. 
5. Find message with attachment you wish to delete. 
6. Click downward chevron  in action column. 
   Note: You may have to scroll down with mouse or use keyboard arrows to display all options under action column after clicking chevron. 
7. Select Delete Attachments.
   Note: Attachments will be deleted and recipient(s) will no longer be able to download them. There is no way to undo this action. If files need to be sent again, a new message will have to be composed and sent. 

Last Modified: 03-24-2026 09:25AM

Information for assistance with your personal home network.

Issue/Question

Does WKU ITS provide support to home networks for Students/Alumni or Faculty/Staff/Retirees?

Resolution

WKU ITS does not provide support of home networks. For network related issues, you will have to contact the Internet Service Provider to which you are subscribed.

If you need assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 04-30-2026 09:14AM

Information about cellular tethering / hotspots.

Issue/Question

How do I use my cell phone as a cellular hotspot?

Resolution

Last Modified: 07-10-2025 14:35PM

Information for Faculty/Staff/Students about installing Microsoft 365 on a personal computer.

Issue/Question

How do I install Microsoft 365 on my device?

Environment

• Faculty/Staff/Students
  • Microsoft 365

Resolution

WKU Faculty, Staff, and Students can download and install Microsoft 365 Pro Plus free of charge and may install the software on up to five devices/computers. Microsoft 365 is provided through WKU's enterprise licensing agreement with Microsoft. Based on Microsoft’s licensing requirements, it is not offered to past students who have graduated or leave WKU. Microsoft 365 Pro Plus offers you the most recent version of the Microsoft Office Suite.

Microsoft 365 Pro Plus includes the following list of applications: Word, Excel, PowerPoint, Outlook, OneNote, Access, and Publisher. (Microsoft will be discontinuing Publisher in October 2026.)

If you need additional assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 04-27-2026 11:59AM

Instructions for installing OneDrive and setting up OneDrive to sync files.

Issue/Question

How do I install Microsoft OneDrive?

Environment

• OneDrive

Resolution

Last Modified: 04-08-2026 11:00AM

Instructions for logging into Microsoft OneDrive with a WKU Exchange account.

Issue/Question

How do I access / log into Microsoft OneDrive?

Environment

• OneDrive

Resolution

1. Navigate to Office.com.
2. Click Sign In. 
3. Sign in using your WKU email address.
4. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
5. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to setup Microsoft Multi-Factor authentication, please see this page. 
6. Click the app menu  in the upper-left corner. 
7. Select OneDrive.
8. You may now upload and download files from your OneDrive as needed.

Last Modified: 11-13-2024 11:26AM

Instructions for downloading Zoom on desktop or mobile.

Issue/Question

How do I install the Zoom application on a personal device in a mobile or desktop environment?

Environment

• Windows
• Mac
• iOS
• Android

Resolution

On PC/Mac

1. Go to https://zoom.us/download.
2. Choose the download option appropriate for your operating system.
3. Choose a location to save the installer & click Save.
4. Once downloaded, open the installer file.
5. Follow the installation prompts.
6. The program should start automatically after installation. If not, locate Zoom in the Windows Start Menu or Mac Applications.
    

On iOS/Android

1. Open the App Store (iOS) or Google Play Store (Android).
2. Search for Zoom Workplace. You may also directly access the app download on Google Play here or the Apple Store here.
3. If you performed a search, the first result should be Zoom Workplace. Tap the application.
4. Tap on Install.

Last Modified: 09-11-2025 12:16PM

Instructions for joining a Zoom meeting with either a Meeting ID or a hyperlink from the Host.

Issue/Question

How do I join a Zoom meeting?

Environment

• Zoom.us
• Zoom Workplace Application

Resolution

To join a Zoom meeting, you will need either a hyperlink from the Host or a Meeting ID#.

If you receive a Meeting ID #:

1. Browse to wku.zoom.us
2. Click Join.
3. Type in the Meeting ID #.
4. Click Join.

If you receive a Meeting Hyperlink:

1. Click meeting hyperlink.
2. If presented with a dialog noting that a site is trying to launch Zoom, click Open.
3. Zoom Workplace will open and add you to meeting.
   Note: If Zoom Workplace doesn't open, click Launch Meeting.
    

Starting Application

If you have previously used Zoom on your device,

• On a Mac, the prompt Do you want to allow this page to open Zoom.us?  Click Allow.
• On a PC, click Open Link on the Launch application box to open Zoom Meetings.

If this is the first time you have joined a Zoomed meeting on the device,

• You will be prompted to download the Zoom application. Follow the directions on the screen.

Last Modified: 07-11-2025 14:05PM

Instructions for creating a new Zoom account or signing into a Zoom account licensed by WKU.

Issue/Question

How do I create / sign into a Zoom account created by WKU that allows for meetings longer than 40 minutes? 

Environment

• Zoom

Resolution

Logging into the Zoom Desktop Client

1. Open Zoom Workplace application.
2. Click Sign In.
3. Click SSO button.
   Note: You must click SSO to access your WKU-licensed Zoom account. Do not input your credentials on initial log in screen.
4. Type wku in the company domain box.
5. Click Continue.
6. Click Open Zoom Meetings.

Logging into Zoom from a Web Browser

1. Navigate to wku.zoom.us.
2. Click Sign in.
3. Sign in using your WKU Email Address and password. 
4. You may be prompted to authenticate using Microsoft Authenticator.

Last Modified: 10-16-2025 11:28AM

Information for accessing network drives off campus.

Issue/Question

How do I access my Personal (P:) and Shared (S:) (U:) drives off campus?

Resolution

You will need to have access to Cisco Secure Client VPN to view network drives off campus. Please see the Related Articles section below for further instructions for mapping the drives on your device.

Last Modified: 02-21-2025 09:51AM

Instructions for mapping to the Shared (S:) and Personal (P:) Active Directory drives on a Mac.

Issue/Question

How do I access WKU's network drives on my Mac?

Environment

• macOS

Resolution

Method 1: Clickable Shortcuts

1. Download the AD Shortcuts for Mac zip file.
2. Unzip the file, if it did not unzip automatically.
3. Move the folder AD Shortcuts for Mac to a desired location, e.g. Desktop or Documents.
4. If desired, drag the folder to your dock.
5. Open the folder.
6. Select the drive you want to access.
7. You may be prompted to confirm that you want to connect to a server. Click Connect.
8. You may be prompted for a name and password. Enter your NetID and password and click Connect.

Method 2: Manual Mount

Optional: Mount Drives at Login

Last Modified: 02-21-2025 09:57AM

Instructions for mapping network drives on a Windows computer.

Issue/Question

How do I map the network drives on my computer?

Environment

• Windows

Resolution

Shared Drive (S:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Click (See more).
6. Click Map network drive.
7. Select S: drive.
8. Enter \\fscluster2.ad.wku.edu\shared
9. Click Finish.

Shared Drive (U:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Click (See more).
6. Click Map network drive.
7. Select U: drive.
8. Enter \\fscluster2.ad.wku.edu\secure
9. Click Finish.

Personal Drive (P:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Click (See more).
6. Click Map network drive.
7. Select P: drive.
8. Enter \\fscluster1.ad.wku.edu\personal\NetID
9. Replace NetID with your own NetID.
10. Click Finish.

Last Modified: 03-05-2026 10:33AM

Instructions for setting up Cisco Secure Client VPN.

Issue/Question

How do I set up Cisco Secure Client VPN?

Environment

• Android
• iOS
• MacOS
• Windows

Resolution

Once connected to Cisco VPN you may use WKU services as if you were on campus.  Should you need to connect to network drives (S:\, P:\, or U:\) please see this article.

Please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 03-05-2026 09:44AM