ShoreTel 230 IP Phone User Guide
Contents
1. DID number configured for that BCA External identification or caller id number of the user that initiated the BCA call e Outbound to an external emergency number such as 911 the emergency identification or a CESID number of that user will be sent For more information about Bridged Call Appearances see your system administrator The system administrator can configure your bridged call appearances to deliver Caller ID on inbound call display Caller ID on active calls as well as turn on turn off or delay the ringing on inbound calls Silent Monitor Barge In With the appropriate permissions set by your system administrator for both your phone and the target phone you can listen to a call without being heard or join a call as a fully conferenced participant barge in To silently monitor a call dial pog then the extension on which the call is active e To barge in on a call dial gop B then the extension on which the call is active NOTE If you use the Silent Monitor and Barge In features often you should have your system administrator configure a custom key to provide one button operation See Programming Your Custom Buttons on page 22 for more information Extension Monitoring A monitored extension is a custom key set by your system administrator that helps you manage incoming calls for that extension It also serves as a shortcut when performing one of the following functions dialing that extensi2. ShoreTel Document and Software Copyrights Copyright 1998 2006 by ShoreTel Inc Sunnyvale California U S A All rights reserved Printed in the United States of America Contents of this publication may not be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without prior written authorization of ShoreTel Inc ShoreTel Inc reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage including consequential caused by reliance on the materials presented including but not limited to typographical arithmetic or listing errors Trademarks ShoreCare ShoreWare and ShoreGear are registered trademarks of ShoreTel Inc in the United States and or other countries ShoreTel ShoreTel 6 1 ShorePhone Office Anywhere and ShoreTel Smart are trademarks of ShoreTel Inc in the United States and or other countries Version Information PN 850 1060 01 ShoreTel 6 1 230 User Guide Draft 4 Date April 4 2006 Company Information ShoreTel Inc 960 Stewart Drive Sunnyvale California 94085 USA Phone 1 408 331 3300 OR 1 800 425 9385 Fax 1 408 331 3333 www shoretel com Contents GETTING STARTED neve e RENE E LURRRURRP EX pe Y YS 5 Your Phones Display sisse teer tace bue Eee abe E Rea d a 6 Guide to Status Icons 2 dre st Ep es ene enne p Ee 7 LED Color Guide for Shor
3. 0 0 0 cee eee eens 15 Logging In from an External Phone 1 0 0 0 0 ee eee eee ene 15 Leaving a Message and Message Options 05 20 OPTIONS annone etd Reti meteo seg eie puteo unte Bhan ane Rony Pede ass 21 Changing Call Handling Mode and Forwarding 21 Changing Automatic Off Hook Preference 0 0 00 cee eee 22 Changing Ring TOne ses cum eee race de saei 22 Programming Your Custom Buttons 0 0 00 eee ese 22 Changing the Agent State l l esee 23 Enabling or Disabling Handsfree Mode ssseeseees 24 DIRECTORY Lure EE ena RS Re Re xA RR RUE RR RR iun dos 25 MANAGING CALLS ADVANCED FEATURES 0 00005 26 Programmable Custom Buttons 00 00 0000 eee eee eee 26 Bridged Call Appearances 0 0 cee eee 29 Silent Monitor Barge In 2 eee 30 Extension Monitoting c s eem chile gee both es upQIQREM Ud 30 Answering a Monitored Extension s Call 000 31 WhisperPage 1ode e ete e reete RES RR A RT e bnt ed 31 Picking Up the Night Bell lsssiesleeeeee ees 32 Toggling the Hunt Group Status 0 0 00 0 eee eee 32 Overhead Paging ceret epp ree oak EUER He 32 Using Gro p Paging aes cde ERE Ree rare e 33 Parking and Unparking Calls ssi secs aisn nie ee ms 33 CALL MANAGER SOFTWARE 00000000 cece ee 34 WEB ACCESS 5 oec meu Ee nOD RI aoe eee TUR NER at 35 TROUBLESHOOTING aer e rer degree eren apr E a
4. Incoming Dolores Palma O Call Icon 5162 I Caller s Name HQ AT amp T Local callers Extension Soft Trunk Keys Information To answer the call do one of the following Using the Handset To answer a call pick up the handset when the phone rings To end a call hang up the handset Using the Speakerphone To answer a call press the Speakerphone button dO The LED in the button lights green To end a call press the Speakerphone button dO again Using the Headset To answer a call press the Headset button RO The LED in the button lights green To end a call press the Headset button RO again Sending a Call to Voice Mail When an incoming call arrives a To VM soft key becomes available as shown in the figure on the previous page Press the To VM soft key to send the caller directly to your voice mailbox Diverting a Call You can send an incoming call to another extension or to an outside number without answering it Transfer Step 1 Press Step 2 Enter the number or press the extension s custom key Step3 Press the Transf soft key to complete the transfer to an extension Answering Additional Calls With the appropriate permissions you can receive up to 16 incoming calls at once The maximum number is set by your system administrator If you receive an incoming call while you are on the phone you can press the blinking call appearance button to answer the incoming call and the current c
5. To place an internal call press the Speakerphone button qO and dial the extension To place an external call dial the trunk access code then the phone number To end a call press the Speakerphone button dO again Using the Headset To place an internal call press the Headset button TO and dial the extension To place an external call dial the trunk access code then the phone number To end a call press the Headset button TO again The figure below shows the information that appears on your ShoreTel 230 IP phone when an outbound call is placed Note that the soft keys at the bottom of the window are different from the soft keys that appear when the phone is idle they now allow you to park the call or hang up Outgoing call ShoreTel 230 Front Desk Ds ofCall 1565 511 F f 509 11 55am Fri Jan 27 Park HangUp Call Call Soft Recipient s Recipient s Keys Extension Name Answering Calls Ring tones the blinking Incoming Call Icon and the flashing red LED light in the top right most corner of your phone all identify an incoming call on your phone A double ring signals an internal call while a single ring signals an external call On ShoreTel 230 phones the call key also blinks green If the information is available the callers name number and the incoming call icon appear on your display as shown in the figure below The caller s name may be abbreviated to fit on one line
6. a Meeting Out of Office Extended Absence and Custom You can use the Options button piii to select the desired mode by doing the following Options Step 1 Press the Options button gag followed by your password and then Step2 Verify that the 1 Call Hndlg is highlighted and then press the Edit soft key Step3 Scroll to the desired setting and press the OK soft key Step 4 Press the Done soft key NOTE You can one touch toggle between Standard and In a Meeting by using the Mode soft key located on the phone display without having to log in under the Options button You can also change the call forward destination for each call handling mode Options Step 1 Press the Options button gg followed by your password and then Step2 Verify that the 1 Call Hndlg is highlighted and then press the Edit soft key Step3 Select the desired call handling mode and press the Edit soft key Step4 Enter the desired number and press the OK soft key 21 Changing Automatic Off Hook Preference ShoreTel users who frequently use a headset may want to use the Automatic Off Hook Preference feature to select which audio path speakerphone or headset is automatically activated when placing or receiving calls You can control the call activity with Personal Call Manager To configure the Automatic Off Hook Preference feature follow the procedure below Step 1 Step 2 Step 3 Step 4 Step 5 Options Press the O
7. environments a small office or branch office such as an auto dealership or small bank with 4 trunks and 8 IP phones Please refer to Bridged Call Appearances on page 29 for more information about managing calls on your extension e Call Appearance Call appearance represent a phone call on your extension Please refer to Answering Additional Calls on page 11 for more information about managing calls on your extension Conference Blind The ShoreTel system allows you to conference up to three parties six depending on configuration without having to consult with each new party before they enter the conference call Please see Making a Conference Call on page 12 for more information Conference Consultative The ShoreTel system allows you to conference up to three parties six depending on configuration allowing you to consult with each new party before they enter the conference call Please see Making a Conference Call on page 12 for more information Conference Intercom The ShoreTel system allows you to conference up to three parties six depending on configuration allowing you to consult using the intercom with each new party before they enter the conference 26 call Please see section Making a Conference Call on page 12 for more information Dial Mailbox The ShoreTel system allows you to call another user s mailbox without ringing their phone If you use this feature often contact your system admin
8. modes on the dialed extension This allows you to intercom a user whose phone is forward always to voice mail Placing a Call On or Off Hold To place a call on hold press the Hold button m or press the call s custom key if available On the ShoreTel 230 phone the custom key blinks green at which point you can safely place the handset on hook or press the speaker or headset button without ending the call To take the call off hold press the custom key with the blinking green LED or press the Hold button ggg again If you are not on another call while a call is on hold you will hear a reminder ring in 15 seconds and at one minute intervals after that If you have received several calls you will receive a reminder ring for the call that has been on hold the longest If you have multiple calls on hold you can press the green blinking LED associated with the call that has been placed on hold to answer that call If you have more than one call on hold you ll hear a dial tone At this time you can press the Hold button Ea again to make the next call in the stack active Note that the LED associated with an active call will light solid green while calls that have been placed on hold will blink Redialing and Checking Missed Calls You can use the Redial function to dial not only the last number you called but the last several calls you made and received including those you missed denoted by the gil icon The date and time inf
9. system administrator assign the desired function to the custom keys on your phone Programmable Custom Buttons The 230 IP phone has three custom buttons that can be programmed with different functions The system administrator can configure the custom buttons via ShoreWare Director on behalf of a user or can enable permissions for an individual user so that the user can modify the custom buttons on the IP phone via the telephone interface NOTE IP 230 users can only program Call Appearance or Dial Number Speed Dial from their telephone interface The list below contains the different functions that can be assigned to the buttons of a phone allowing you to create shortcuts for operations that would normally require pressing two or three buttons e Barge In Barge In allows users with proper class of service to enter into an existing call This feature is useful for certain users including operators executive assistants trainers and ACD supervisors that must enter calls for important business reasons A custom key can be programmed to invoke the barge in feature as well as optionally include a specific extension for quick one touch feature operation If you need this feature please review with your system administrator e Bridged Call Appearance Bridged Call Appearances shares call appearance information across many separate IP phones offering the benefit of faster call handling between users The feature is intended for key system
10. Message and Message Options When your call is sent to voice mail you may leave a message when prompted or you can use one of the following options while listening to the mailbox greeting B Bypass greeting and leave a message then hang up to send it O Transfer to assistant 3 Forward to recipients FindMe destination an optional number where calls can be forwarded if enabled otherwise you will be prompted to record a message g Transfer to auto attendant After message recording select from one of the following options B Message Options then Oa Send message B Re record E Mark unmark urgent 3 Transfer to auto attendant o Transfer to assistant p Re record o Send message transfer to assistant a Send message forward to recipient s FindMe destination if enabled B Send message transfer to auto attendant NOTE Hanging up sends the message 20 OPTIONS Changing Call Handling Mode and Forwarding NOTE Use Personal Call Manager or Web Access to configure the modes with different call forwarding destinations and personal greetings You can set one of five distinct call handling modes for your extension including four Do Not Disturb options to forward incoming calls or send them to voice mail You can record personal greetings which are linked to the active call handling mode By default your phone is set to Standard mode which allows you to answer all incoming calls Other mode options include In
11. RECTORY You can use the Directory to find phone numbers on your network by pressing Directory a gt then Dolores Palma 2 Matt Adoor Pete Moss L7 511 k Name Dial Cancel Press the keys that correspond with the first few letters of the extension s owner s first or last name to have the Directory narrow the number of entries for you Press for a space in a person s name and press E for any character If you press an incorrect key press the Back soft key to delete the character e Press 4 and Y on the Scroll button next to the display to select the desired name Press the Dial soft key to dial the number You can also use the Directory to make an Intercom call by pressing the Intcom soft key on this screen or when using ga on its own and also when using transfer park unpark and conference See those sections in this guide for more information The Directory also lists any keypad speed dials you have configured in Personal Call Manager or ShoreWare Web Access when you press Speed To dial a number from this screen press and hold the corresponding number on the keypad or use the Scroll button to select an entry then press the Dial soft key 25 MANAGING CALLS ADVANCED FEATURES In addition to performing the regular functions of placing calls and answering calls your phone supports several other advanced functions If you use any of the features on a regular basis you may benefit by having your
12. al options and settings from any web browser from anywhere in the world Call handling details and notification settings can be managed securely and easily from anywhere For more information about web access and what features are available to you see your system administrator 35 TROUBLESHOOTING Problem The voice mail system is notifying your callers that your mailbox has exceeded its limit and is unable to accept new messages Solution The voice mail system includes recently deleted messages still residing in the mailbox in the total count If your mailbox is full first purge any backlog of deleted messages Step 1 At the Main Menu prompt press 7 Step2 Press EJ to remove deleted messages Step3 Press EJ to confirm deletion Problem Your display reads No Service Solution Your phone is temporarily inoperable Contact your system administrator Problem No one can hear you when you talk on the speakerphone Solution Check for objects e g coffee cups books etc blocking the microphone Also you should check your volume settings Problem Your display is blank Solution You have no power Ensure the network cable is connected to the LAN port on the phone and the appropriate network data port in your office space Additionally check to see if you have a local AC power adapter plugged in for your phone or if power is being supplied by a PoE switch on your corporate network Contact your system administr
13. all will automatically be put on hold Alternately if the phone is out of call appearance buttons you can interact with multiple calls by repeatedly pressing the Hold button ewm If you receive an incoming call while you are on another call you will hear a beep on the call To answer the incoming call and put the current call on hold press the Hold button mmm To return to the previous call press the call appearance key or press the Hold button S again to toggle through the calls Transferring a Call To transfer a call from your extension to another number Transfer Step 1 Press the Transfer button HM The call is put on hold Step 2 At the prompt dial the number or press the extension s custom key or use the Directory to find the party then do one of the following a Complete a blind transfer by hanging up or by pressing the Transf soft key 11 b Speak to the recipient before transferring by pressing the Conslt soft key After consultation press the Yes soft key to complete the transfer or press the Cancel soft key to abandon the transfer and return to the original call c Consult by intercom by pressing the More soft key and then pressing the Intcom soft key d Send the call to the recipient s voice mailbox by pressing the More soft key and then pressing To MB Making a Conference Call To conference a party into a connected call Confe rence Step 1 Press the Conference button BB The call is put on h
14. ator if this does not correct the issue Problem You have no dial tone when you go off hook but otherwise your phone is working normally Solution You have activated Handsfree Mode which is a feature used by someone with an analog phone using a headset See Enabling or Disabling Handsfree Mode on page 24 for information on how to turn this feature off 2 The system will prompt you that your mailbox is full the next time you log into voice mail 36 Problem Your phone s display does not show the date and time Solution Your phone cannot locate the time server Contact the system administrator Viewing Phone Information To view information about your phone such as IP address subnet mask version and MAC address follow these steps NOTE This should only be done at the direction of your system administrator Step 1 With the phone on hook press the Mute button gO The LED should not light and you shouldn t hear any tones if this isn t the case lift and replace the handset Step2 Dial I N F O on the keypad and then press Og The following information is displayed and can be scrolled through by pressing ga IP Address DHCP Subnet Mask Gateway Link Speed FTP Server Media Gateway Controller MGC Server SNTP Server IP address 802 1Q VLAN ID setting Application File Name Boot File Name Config File Date Country Language setting Application Version Boot Version Model Number MAC Addr
15. ay shows your name and extension call handling mode call appearance monitored extensions calls duration of call voice messages date and time soft key functions and your phone s operating status ShoreTel 230 Idle Display Your Extension Bob Berry 510 SE Status Icon Standard dy 5h 511 IF 7 Speed Dial 509 r Monitored 11 53am Fri Jan27 emerson Pickup Unpark Mode Your Soft Unheard Voice Name Keys Messages Agent Call Missed State Handling Calls Mode Guide to Status Icons Main Display GE Unheard Voice Messages Wh Missed Calls dz Logged Into Workgroup amp l Logged Into Workgroup In Wrap Up del Logged Out of Workgroup Custom Keys Call ty On Hook P Off Hook ba Inactive Do Not Disturb Lj Incoming Call Animated d On a Call e On a Conference Call i Call On Hold Parked i Remote Hold Custom Keys Monitored Extension di Idle Lr Inactive Do Not Disturb Unheard Voice Messages Do Not Disturb Unheard Messages On a Call Incoming Call and On a Call On a Conference Call Ll L3 Incoming Call Animated A Cf oh tf Call On Hold Parked Custom Keys Speed Dial i Speed Dial Extension LED Color Guide for ShoreTel 230 Custom Keys Your ShoreTel 230 IP phone also provides color cues to help you determine the operational status as follows Steady Green in use by you Blinking Green on hold or call parked or incoming call or activ
16. calls for important business reasons A custom key can be programmed to invoke the record feature for quick one touch feature operation If you need this feature please review with your system administrator Record Extension The ShoreTel system allows users with proper class of service to record an active call on another extension This feature is useful for certain users including ACD supervisors that must record calls for important business reasons A custom key can be programmed to invoke the record feature as well as optionally include a specific extension for quick one touch feature operation If you need this feature please review with your system administrator Send Digits Over Call The ShoreTel system allows users to send a preconfigured set of DIMF tones during a call This feature is useful to quickly navigate external IVR systems as well as external systems requiring an account code A custom key can be programmed to invoke the send digits feature as well as include desired digits to be sent for quick one touch feature operation If you need this feature please review with your system administrator Silent Monitor The ShoreTel system allows users with proper class of service to silently monitor a call on another extension This feature is useful for certain users including ACD supervisors that must monitor calls for important business reasons A custom key can be programmed to invoke the silent monitor feature as well as o
17. cast over the individual speakers of those users ShoreTel IP phones To use this feature dial the Group Paging Extension given to you by your system administrator and wait for the confirmation tone After you hear the tone begin speaking Note that you are creating a recording that will be broadcast to the other members of the Paging Group Hang up when you have finished recording Parking and Unparking Calls With the appropriate permissions set by your system administrator you can park a connected call on another extension by doing the following Step 1 Press the Park soft key Step 2 Dial the extension press its custom key or use the Directory to find the party Step3 Press the Park soft key again To unpark the call press Unpark repeat step 2 and press Unpark again NOTE If you use the Park feature often you should have your system administrator configure a custom key to provide one button park operation See Programming Your Custom Buttons on page 22 for more information 33 CALL MANAGER SOFTWARE In addition to using the telephone interface of your 230 IP phone to access the ShoreTel features you can accomplish many of the same tasks with ShoreTel s Call Manager software ShoreTel s Call Manager software provides a visual information rich interface for managing and controlling communications both telephone calls and voice mail The user friendly interface lets you access all of the features and functi
18. d is 1234 Logging In from Another Extension To log in to the main voice mail menu from another extension press the Voice Mail button ig followed by a then your extension followed by your password and then To log in to the main voice mail menu from an analog phone press B B then your extension followed by your password and then a Logging In from an External Phone To log in to the main voice mail menu from an external phone dial the voice mail access number provided by your system administrator press B then your extension then your password followed by B JJ Listening to and Interacting with New Messages From the Main Menu you can listen to and replay new messages by pressing p To interact with new messages press one of the following E Replay the message EJ Save the message EJ Delete the message Forward the message After recording the prefacing remark press 2 Re record Cancel recording After addressing the message press 8 to mark it urgent or simply hang up to send the message Reply to the message 15 Choose one of the following options T Reply with a voice message E3 Reply with a call back E Return to the previous menu Hear envelope information time and date sent Move backward While listening to a message you may rewind to several seconds earlier in the message Pause Move forward While listening to a message you may fast forward to
19. e option to talk back to you privately using the whisper mute feature Unpark The ShoreTel system allows users to unpark a connected call from another extension Please see Parking and Unparking Calls on page 33 for more information Whisper Page The ShoreTel system allows users with the proper class of service to enter a call on another extension and whisper just to that one party The third party on the call cannot hear the whisper The destination party has the option to talk back to you privately using the whisper mute feature e Whisper Page Mute If you receive a whisper page you can speak privately back to the person using the whisper page mute feature Bridged Call Appearances The Bridged Call Appearances BCA feature provides bridged information between many separate IP phones offering the benefit of faster call handling between users The feature is intended for key system environments a small office or branch office such as an auto dealership or small bank with 4 trunks and 8 IP phones A custom button on each IP phone is configured for BCA so that when an inbound call arrives that custom button blinks green on all of the phones If someone answers the call the LED on that person s phone becomes solid green while the custom button on all of the other IP phones that have been programmed with that BCA extension turns red In this way the call appearance information is shared or bridged across the many di
20. e PM M ba ert 36 Viewing Phone Information ciii 37 Rebooting Your Phone 0 AR qu ERR eI RE a 38 Adjust Display Contrast ccc gee no E e RE a E A EEA 38 QUICK REFERENCE OF COMMON STAR CODES 024 39 GETTING STARTED Welcome to your ShoreTel IP phone Your phone has many unique features including an intuitive visual interface custom keys quick dialer directory call handling modes for when you do not want to be disturbed intercom conferencing up to six parties and much more Handset with Finger Rest in interface Speaker Delivers high quality Scroll Button Select options LCD Display 141 x 44 pixels monochrome Soft Keys Context sensitive functions defined on display wideband sound Indicator LED Flashing light alerts the user to incoming calls and unheard voice messages Custom Keys Can be configured as call keys monitored extensions or speed dial keys Three custom keys with een LED indicator Function Keys overlay Vinyl overlay Headset Jack imprinted with Dial Pad international Handset Jack symbols Audio Control Keys Function Keys Volume button controls Perform core handset headset speaker telephony and ring volume Mute functions Speaker and Headset keys Microphone illuminated when functions are active Your Phone s Display Your ShoreTel IP phone s displ
21. e call LOGGING IN If you are using your phone for the first time the phone s display shows Available You can place calls but not receive them You need to log in change your password record your name and assign this phone as your permanent extension To log in Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Voice Mail Press Enter the extension number assigned to you by your system administrator If your system administrator assigned you a password enter it now otherwise enter a default password of 1234 and press B Enter a new password followed by ga Check with your system administrator for password length Repeat to confirm password Speak your name and press ag then press one of the following options Og Accept 53 Review B Re record To assign your extension press E for voice mail options and then press B to re assign the extension Then press You are now logged in Your phone can receive calls and you can check for new messages With appropriate permissions set by your system administrator you can log into any ShoreTel IP phone on your network to change your extension assignment to that phone MANAGING CALLS BASIC FEATURES Placing Calls Using the Handset To place an internal call pick up the handset and dial the extension To place an external call dial the trunk access code then the phone number To end a call hang up the handset Using the Speakerphone
22. eTel 230 Custom Keys issues 7 LOGGING IN ert ReRORUHRPPPERE IH E e x ESSA 8 MANAGING CALLS BASIC FEATURES 00 00 5000 00 0000020 9 Placing Calls Reno bep reb eb E eble E EEEE ME 9 Using the Handset sse oer oie othe Sided ct n n a 9 Using the Speakerphone 2 0 0 cece eee ee eee 9 Usingthe Headset oec bk 8 td eee aa SARA iones 9 Answering Callin 22 tete ete xo pret eo REX E BE ES 10 Using the Handset ssec RED que RE RR GA gee eae 10 Using the Speakerphone isses 10 Using thie Headsetsi si nr e Rer Mes dte d das 10 Sending a Call to Voice Mail 0 0 0 0 esses 11 Diverting a Call rb be pee bars eee 11 Answering Additional Calls llle 11 Transferring a Call siape tied eee er ieee eee pete dee gen den 11 Making a Conference Call senes 12 Using the Intercom Eo peiiini ERR mre mesas Erben 12 Placing a Call On or Off Hold sisse 13 Redialing and Checking Missed Calls lesse 13 AUDIO CONTROLS 5 5 2 RE REDRDN dadde Gin AE ated 14 Adjusting Ring Tone Volume 0 0 0 cee cee eee 14 Adjusting Handset Volume 02 0 0 0 0002 c eee eee eee 14 Adjusting Headset Volume 0 0000020 eee eee eee 14 Adjusting Speakerphone Volume anaana naana nnr 14 Muting an Active Call Ibn aae E E E EER 14 VOICEMAIL sce apiga a a a a e Pb Hey ds 15 Logging Into the Main Menu 0 00 00 cee eee eee 15 Logging In from Another Extension
23. ess Serial Number Hardware Version 3 Number reflects speed for both ports 37 Rebooting Your Phone To reboot your phone follow these steps NOTE This should only be done at the direction of your system administrator Step 1 With the phone on hook press the Mute button BO The LED should not light and you shouldn t hear any tones if this isn t the case lift and replace the handset Step 2 Dial R E S E T on the keypad and then press go Your phone reboots Adjust Display Contrast To adjust the contrast of your display press and hold amp O while repeatedly pressing 4 and V on the Scroll button located to the left of the telephone display to add more or less contrast 38 QUICK REFERENCE OF COMMON STAR CODES Park a call DO x UnPark a call BOO ex Picking Up a Remote Extension DOB ex Picking Up the Night Bell DOO Using the Intercom BOB EES Barge In Dag x Silent Monitor HOB x Toggling the Hunt Group Status pop HG ext Changing Call Handling Mode tating password 9 BB and Forwarding Changing Extension E password ga Bg Assignment Voice Mail Unassign Extension iy Password ga BB Assignment Assign Extension to External a password ga BEB Number 39 40
24. fferent phones in an organization You can place an outbound call using a bridged call appearance so others users can view the call activity To place an outbound call press the bridged call appearance dial the trunk access code and then dial the number When an outbound call is placed the LED on the outbound caller s phone becomes solid green and the associated button on all of the other phones become solid red If the call is placed on hold the associated LEDs on all phones blink green A button can be programmed for each position in the call stack NOTE Pressing the top most BCA custom button for outbound calls does not necessarily access trunk 1 There is no one to one correlation between the custom buttons programmed for BCA extensions and a particular trunk Trunks can be associated with BCA extensions in any random manner desired by the system administrator Another benefit of the new BCA feature is that an outbound caller id can be associated with that button configured by the system administrator The following rules determine which caller id is displayed when an outgoing call is made using BCA 29 e Outbound to an internal extension the name and number of the user that initiated the BCA call will be used and if that user is a private user then the caller id is blank e Outbound to an external number the caller id will be used in following order based on availability e Outbound caller id configured for that BCA
25. istrator about programming a custom key A custom key can be programmed to invoke the dial mailbox feature as well as optionally include a specific mailbox for quick one touch feature operation Dial Number Speed Dial The ShoreTel system allows you to program custom keys on your phone for speed dial allowing you to dial an extension with one touch Intercom The ShoreTel system allows users with the proper class of service to intercom other users on the system When you intercom another user instead of their phone ringing the called party will hear a tone then you will be connected to their speakerphone The dialed user must be using a ShoreTel IP phone for proper operation In addition to the fixed function key a custom key can be programmed to invoke the intercom feature with a specific extension for quick one touch feature operation Please see Using the Intercom on page 12 for more information Monitor Extension The ShoreTel system allows users with proper class of service to monitor the extension of another user This helps manage incoming calls for that extension and it also serves as a shortcut when performing one of the following functions dialing that extension transfer conference call parking call pickup and intercom to that extension Please see Extension Monitoring on page 30 for more information Page The ShoreTel system allows users with proper class of service to access the overhead paging sys
26. l plays all the deleted messages still available to the system During playback you can manage deleted messages as if they were newly arrived messages Press B to restore the deleted message to a saved message E Remove deleted messages 1 If you assign your extension to a phone that is normally occupied by another user calls to the original user s extension will go to the forward ing destination as defined by their active Call Handling Mode The following options are available o Confirm L Cancel Additional options The following additional options are available ER Enable or disable Outlook automated call handling B Change e mail delivery options a Disable e mail delivery B Enable e mail delivery B Enable e mail delivery with voice message attached 5 Mark voice mail heard after e mail delivery B Change agent state a Log in and assign extension B Log out B Log in without assigning extension E Change FindMe forwarding state By enabling FindMe callers who are routed to your voice mail box can be instructed to press 1 and the voice mail system will call you at one of two possible numbers where you can be located To set the FindMe destinations use Personal Call Manager or Web Access a Enable a Disable Previous menu E Cancel current operation p Log Off BJ Return to Auto Attendant O Transfer to Assistant B Hear Mailbox Status Select this option to hear the number of unheard messages 19 Leaving a
27. old Step2 Dial the extension of the party you would like to conference Step 3 Press the Confrn soft key to ring the party directly or Dial the number and press the Conslt soft key to speak with the recipient before ringing him or her into the conference call After consultation press the Yes soft key to complete the conference call or press the Cancel soft key to return to the original two party call Step 4 Repeat to add additional parties With the appropriate permissions set by your system administrator you can conference up to six parties into a single call After a conference is established you can use the Show soft key to display all conferenced parties If you wish to disconnect a party scroll to the party s entry and press the Drop soft key Using the Intercom The Intercom function allows you to connect with another party without ringing the party through a call line Both you and the recipient must be using a ShoreTel IP phone and have permission to use this feature set by your system administrator To intercom another party Intercom Step 1 Press EHE Step 2 Dial the party s extension or press the custom key associated with the extension Step 3 Press the Intcom soft key Step4 To end the call press the HangUp soft key or You can dial the recipient s number on the keypad then press the Intcom soft key press the HangUp soft key to hang up NOTE An intercom call overrides all other call handling
28. on transfer conference call parking call pickup and intercom to that extension Additionally you can see when the monitored extension has unheard messages by the aq icon The ShoreTel 230 phone displays icons in the monitored extension s label area to help you determine the operational status of the monitored extension 30 Answering a Monitored Extension s Call In addition to the visual cues the monitored extension s icons and custom key LED provide you will also hear a different ring when a call comes in and if you re on a call you will hear a higher pitched call waiting tone An incoming call for a monitored extension appears on your phone like this below Monitored t For 509 i extension Dolores Palma Caller 518 ud Caller s number Answer Monitored Extension You can pick up the call while it is ringing by pressing the custom key or by pressing the Answer soft key You can send it to the monitored extension s voice mail by pressing To VM You can also answer a call after the owner of the monitored extension has put it on hold by pressing the Pickup soft key When you put a call that has come in to the monitored extension on hold the call is parked on the owner s phone so that either of you may pick up the call again The system administrator can configure your monitored extensions to deliver Caller ID on inbound call display Caller ID on active calls turn on turn off or delay the
29. ons of your ShoreTel IP phone system including unified messaging point and click call management customizable call handling and visual voice mail from your Windows based PC The software works in concert with your 230 IP phone to let you perform the following tasks dial by name or number change the call handling mode open a SoftPhone session keep a 1000 line call history of inbound outbound and missed calls interact with voice messages from your PC Call Manager frees you from fruitless tasks like playing phone tag looking up numbers struggling to set up conference calls or interacting with voice mail messages Integrated presence eliminates phone tag by letting you know if a line is busy or if an employee has redirected calls to another destination all before dialing And a visual display of up to 16 callers lets you switch from one caller to another transfer callers to another destination or initiate a conference with a simple mouse click ShoreTel s Call Manager software comes in five flavors each offering access to slightly different capabilities and feature sets Personal Call Manager Advanced Call Manager Workgroup Agent Call Manager Workgroup Supervisor Call Manager Operator Call Manager For more information about Personal Call Manager and what features are available to you see your system administrator 34 WEB ACCESS ShoreTel Web Access is a browser based interface by which users can manage person
30. ormation appears directly above the soft keys for the selected call To redial a call Redial Step 1 Press HEE Press it again to dial the last number you called Or Use the Scroll button to select the number you want to call then press the Dial soft key You can also press the Intcom soft key to intercom the recipient AUDIO CONTROLS Adjusting Ring Tone Volume To adjust the ring volume while the handset is on hook and the speakerphone is off press 4 and w on the volume button Adjusting Handset Volume To adjust the handset volume while the handset is off hook press A and w on the volume button Adjusting Headset Volume To adjust the headset volume while the headset LED is illuminated press 4 and w on the volume button Adjusting Speakerphone Volume To adjust the speakerphone volume while the speakerphone LED is illuminated press 4 and w on the volume button Muting an Active Call To mute the active call press the Mute button x The LED turns red To un mute the call press the button again VOICE MAIL A steadily flashing light on your phone s right most upper corner and stutter dial tone signifies that you have unheard messages The number of unheard messages appears on the idle screen of your phones display by the icon We Logging Into the Main Menu Voice Mail To log in to the main voice mail menu press the Voice Mail button SEI then dial your password followed by Your default passwor
31. ptionally include a specific extension for quick one touch feature operation If you need this feature please review with your system administrator Transfer Blind The ShoreTel system allows you to transfer a call to another party without having to consult with that party before completing the transfer Please see Transferring a Call on page 11 for more information Transfer Consultative The ShoreTel system allows you to transfer a call to another party allowing you to consult with that party before completing the transfer Please see Transferring a Call on page 11 for more information Transfer Intercom The ShoreTel system allows you to transfer a call to another party allowing you to consult with that party using intercom before completing the transfer Please see Transferring a Call on page 11 for more information Transfer to Mailbox The ShoreTel system allows you to transfer a call directly to another party s mailbox Please see Diverting a Call on page 11 for more information Transfer Whisper The ShoreTel system allows users with the proper class of service to transfer a call to another party allowing you to consult with that party using whisper before completing the transfer The ShoreTel system allows users with the proper class of service to enter a call on another extension and whisper just to that one party The third party on the call cannot hear the whisper The destination party has th
32. ptions button mmm followed by your password and then Press 2 or scroll to the second option from the list 2 Auto Off Hook With this option highlighted press the Edit soft key Scroll to 2 Headset and press the OK soft key or select 1 Speaker to keep it on speakerphone Press the Done soft key Changing Ring Tone You can choose between four distinctive ring tones to help you distinguish your phone from neighboring phones Step 1 Step 2 Step 3 Step 4 Step 5 Press enter your password and press the OK soft key Scroll to select the Change Ring option Press the Edit soft key Use the Scroll button to select the ring you want to hear then press the Ring soft key to hear the selected ring tone Press the OK soft key when you ve chosen the ring you want then press the Done soft key Programming Your Custom Buttons You can program the custom buttons on your IP 230 phone as shortcuts to operations that would normally require pressing two or three buttons to accomplish the same task 22 To program the custom buttons on your IP 230 phone follow the procedure below NOTE Contact your system administrator to verify that you have permissions to configure the programmable buttons on your phone before proceeding Step 1 Press the Options button followed by your password and then Step2 Scroll through the list to option 4 Program Buttons or press 4 on the keypad Step3 Press the Edit soft ke
33. rent active call handling mode at the tone and press B then select from the following options Oa Accept m Review 2 Re record EJ Choose call handling mode For more information on call handling see Changing Call Handling Mode and Forwarding on page 21 The following modes and options are available m Standard Eg In a Meeting E Out of the Office 4 Extended Absence 17 EJ Reassign extension If you have the proper permission you can assign your extension to any phone The following options are available ED Assign the extension ag Unassign the extension The phone reverts to the extension originally assigned to it 3 To assign to your extension to your last external number E Set your password Enter your new password followed by go and repeat to confirm Press pB to cancel B Disable or enable envelope information Use this option to turn on off the envelope information which contains the date time of the message caller ID and or the recorded name of the person who left the voice mail message Record your name Press B when you are finished recording your name then choose from the following options ga Accept 3 Review B Re record B Delete and use default system recording E Cancel EJ Listen to your deleted messages As a safeguard against accidental erasures the system retains deleted messages for a few hours To listen to your deleted messages press Voice mai
34. ringing on inbound calls Whisper Page With the appropriate permissions set by your system administrator for both your phone and the target phone the Whisper Page feature lets you break into an active call in order to speak with an internal user This occurs without the remote caller hearing the interruption and without you hearing the remote caller To issue a Whisper Page to another user who is on a call dial BBB plus the extension of that user Note that the recipient must be on an IP210 IP212k IP230 or IP560 handset If a Whisper Page call is sent to any other 31 phone e g IP100 SoftPhone or analog phone the call will be treated as an intercom call NOTE If you use the Whisper Page feature often you should have your system administrator configure a custom key to provide one button Whisper Page operation See Programming Your Custom Buttons on page 22 for more information Picking Up the Night Bell A night bell when activated by your system administrator allows calls to route to an extension that will ring on an overhead speaker This feature can be convenient for off hours when a caller needs to speak with anyone at a site If you have access to the night bell function set by your system administrator dial B rb to answer the call at your site If you hear an error tone when you try to pick up the night bell the night bell may not be configured at your site or you may not have the necessary permissions Con
35. several seconds later in the message GB Followed by fJ to Transfer to Assistant While listening to a message you may contact the assistant to inquire or share information about a voice mail Continue to next message fj Cancel message review BJ Sending Messages from Voice Mail From the Main Menu you can send messages by pressing B The following options are available while recording your message 59 Cancel a Done recording E Review EJ Re record After you are satisfied with your recording you will be prompted to enter the recipients extension At this time you have the option to press JJ Additional addressing options E Look up recipient by name in a directory EJ Specify a personal distribution list EJ Broadcast to all extensions E Cancel addressing options After the message is addressed if desired you can press E Mark unmark urgent EJ Request return receipt B Listening to Saved Messages From the Main Menu you can listen to saved messages by pressing B To interact with saved messages press any one of the options under Listening to and Interacting with New Messages on page 15 except for option 2 JJ Mailbox Options Press a to access various options for your personal mailbox then press one of the following E Record personal greeting NOTE When you record a personal greeting it is linked to the current active call handling mode Record your personal greeting for the cur
36. tact your system administrator if this occurs NOTE If you use the Night Bell feature often you should have your system administrator configure a custom key to provide one button Night Bell operation See Programming Your Custom Buttons on page 22 for more information Toggling the Hunt Group Status With the appropriate permissions you can toggle the hunt group status from busy to not busy or vice versa by dialing DB plus the extension of the hunt group This feature is especially usetul when hunt group members are in a meeting or leave work early If you are a member of more than one hunt group you must enter the extension associated with the desired hunt group after dialing the access code above Overhead Paging If you have permission set by your system administrator to access the overhead paging system dial the number given to you by your system administrator and wait for the confirmation tone and then begin speaking Hang up when you are finished If you hear an re order tone or intercept tone when you try to page paging may not be configured at your site or you may not have the necessary permissions Contact your system administrator if this occurs 32 Using Group Paging Similar to the paging feature you can also send an audible message to a select group of users that have been configured for group paging By dialing the paging group extension associated with those users you can record a message that will be broad
37. tem dial the number given by the system administrator and wait for the confirmation tone and then begin speaking The recorded message will be broadcast over the on site loudspeaker Please see Overhead Paging on page 32 for more information Park The ShoreTel system allows users to park a connected call on another extension Please see Parking and Unparking Calls on page 33 for more information Park and Page This also allows a user to Park and call and simultaneously do an overhead page Pickup The ShoreTel system allows users with proper class of service to pick up a call on a monitored extension after the owner of the monitored extension has put it on hold Please see Answering a Monitored Extension s Call on page 31 for more information Pickup Night Bell The ShoreTel system allows calls to route to an extension that will ring on an overhead speaker This feature can be convenient for off hours when a caller needs to speak with anyone at a site Pickup Unpark The ShoreTel system allows users to park a connected call on another extension or unpark the call after it has been parked 27 28 Please see Parking and Unparking Calls on page 33 for more information Record Call The ShoreTel system allows users with proper class of service to record active calls they are currently on This feature is useful for certain users including writers interviewers sales people lawyers that must record
38. tions button gag followed by your password and then Scroll through the available functions until you reach 5 Agent State or press 5 on your keypad to highlight this option and then press the Edit soft key NOTE If the option is not available and you need access contact your system administrator to request a change to your client type Step 3 Step 4 Available options for agents are LoggedIn and LoggedOut and available options for supervisors are Logged In Logged Out and Wrap Up Scroll to the desired option and press the Edit soft key Press the Done soft key Enabling or Disabling Handsfree Mode Handsfree mode is for analog telephone users who are using headsets NOTE IP phone users should instead choose the Auto Off Hook Preference See Changing Automatic Off Hook Preference on page 22 for more information With handsfree mode enabled you can place or receive calls by using a headset or the speakerphone By default handsfree mode is disabled You can enable handsfree mode by doing the following Step 1 Step 2 Step 3 Step 4 Step 5 24 Options Press the Options button ggg followed by your password and then Scroll to Handsfree Mode or press 6 on the keypad until 6 Handsfree Mode is highlighted Press the Edit soft key Available options for Handsfree mode are Disabled and Enabled Scroll to the desired option and then press the OK soft key Press the Done soft key to exit DI
39. y Step4 Press the custom button that you would like to program Step5 Scroll through the list of functions until you find the function that you would like to apply to this button NOTE Your choices are limited to just Call Appearance and Dial Number i e Speed Dial when programming the buttons via the 230 interface To program one of the other functions to your custom buttons please contact your system administrator as all other functions must be programmed via ShoreWare Director Step 6 Step 7 Step 8 Step 9 When you have highlighted the desired function press the Next soft key Enter an extension or external number Then press the Next soft key Press the soft key to shift the key pad between numeric and alphabet mode and enter a descriptive label no longer than five characters that will remind you of the new function of the custom button Press the Done soft key Step 10 Press the Done soft key again to store your changes Changing the Agent State If you are a member of a workgroup and you need to log in to the workgroup at the start of your day or log out to take a break you can change your agent state via the IP 230 interface Note that the Agent State option is only available if your PCM client type is one of the following Workgroup Agent Workgroup Supervisor or Operator 23 To change the agent state on your IP 230 phone follow the procedure below Step 1 Step 2 Options Press the Op
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