ShoreTel IP560 User Manual
Contents
1. 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 current active call handling mode at the tone and press B then select from the following options EB Accept GB Review B Re record B Delete EJ cancel EJ Choose call handling mode For more information on call handling see Changing Call Handling Mode and Forwarding on page 25 The following modes and options are available E Standard B In a Meeting B Out of the Office 4 Extended Absence B Custom B Cancel 21 EJ Reassign extension If you have the proper permission you can assign your extension to any phone The following options are available m Assign the extension ag Unassign the extension The phone reverts to the extension originally assigned to it 8 To assign to your extension to your last external number E Set your password Enter your new password followed by ga and repeat to confirm Press EQ 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 a Record your name Press Og when you are finished recording your name then choose from the following options a Accept m Review ag Re record B Delete and use default system recording2. ShoreTel Document and Software Copyrights Copyright 1998 2007 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 ShorePhone Office Anywhere and ShoreTel Smart are trademarks of ShoreTel Inc in the United States and or other countries Patents This product is covered by one or more of the following patents United States Patent 6 996 059 United States Patent 7 003 091 United States Patent 7 167 486 ShoreTel Inc All rights reserved Version Information PN 850 1079 02 Revision 1 ShoreTel 530 560 560g IP Phone User Guide Date December 13 2007 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 Co
3. Step 1 Press the Options button gg followed by your password and then 9 Step2 Verify that the 1 Call Handling 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 26 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 Options Step 1 Press the Options button ggg followed by your password and then Step 2 Press 2 or scroll to the second option from the list 2 Auto Off Hook Step3 With this option highlighted press the Edit soft key Step4 Scroll to 2 Headset see below and press the OK soft key or select 1 Speaker to keep it on speakerphone Auto Off Hook Asterisk A indicates that this is the current mode 2 Headset Cancel Step5 Press the Done soft key 27 Changing Ring Tone You can choose between four distinctive ring tones to help you distinguish your phone from neighboring phones 28 Step 1 Step 2 Step 3 Step 4 1 Standard Asterisk A indicates that this is the current mode
4. B Previous menu E Cancel current operation 3 Log Off B Return to Auto Attendant O Transfer to Assistant go Hear Mailbox Status Select this option to hear the number of unheard messages 23 Leaving a 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 ga Bypass greeting and leave a message then hang up to send it JJ Transfer to assistant m Forward to recipients Find Me destination an optional number where calls can be forwarded if enabled otherwise you will be prompted to record a message B Transfer to auto attendant After message recording select from one of the following options 5 Message Options then C3 Send message B Cancel E Review B Re record B Mark unmark urgent 9 Transfer to auto attendant o Transfer to assistant a Re record g Send message transfer main menu E93 Send message forward to recipients Find Me destination if enabled g Send message transfer to auto attendant NOTE Hanging up sends the message 24 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 o
5. 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 scroll through the available ring tones see below and then press the Ring soft key to hear the selected ring tone Change Ring 2 Ring 2 3 Ring 3 4 Ring 4 Ring Cancel 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 560 560g phone as shortcuts to operations that would normally require pressing two or three buttons to accomplish the same task To program the custom buttons on your IP 560 560g 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 Step 2 Step 3 Step 4 Step 5 Arrow indicates there are more selections mess Centrex Flash Step 6 Step 7 Step 8 Options Press the Options button gg followed by your password and then 9 Scroll through the list to option 4 Program Buttons or press 4 on the keypad Press the Edit soft key Press the custom button that you would like to program Scroll through the list of functions until you find the function that you would like to apply to this button see below Select a function Barge In Bridged Call Ap
6. Number reflects speed for both ports 45 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 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 R E S E T on the keypad and then press EJ Your phone reboots Adjust Display Contrast To adjust the contrast of your display press and hold amp Q while repeatedly pressing and V on the Scroll button located to the left of the telephone display to add more or less contrast 46 QUICK REFERENCE OF COMMON STAR CODES Park a call UnPark a call Picking Up a Remote Extension Picking Up the Night Bell Using the Intercom Barge In Silent Monitor Toggling the Hunt Group Status Whisper Page Changing Call Handling Mode and Forwarding Changing Extension Assignment Unassign Extension Assignment Assign Extension to External Number Office Anywhere Features Transfer a call Conference a call Hold a call Hang up Access other star codes Ogg ext Bag ext a ag ext DOO One ext OgQ ext OJgB ext Ban HG ext Ban ext woke Mal password Og EJ Voice Mail password E BBO Em Voice Mail 4 password 4 Oo aBO ENH P Voice Mail password 3 BBB ENH P agg destination BB agg destination a
7. Press the Conference button HE The call is put on hold Step 2 Dial the extension of the party you would like to conference Step3 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 Step 2 Dial the party s extension or press the custom key associated with the extension Step3 Press the Intcom soft key Step 4 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
8. REDE tion E ec SEES IE PEEPE 18 VOIGCE MAIL uid vice eto EXERCERI oe a ces Realy de ats S E RR RAM 19 Logging Into the Main Menu 0 000 000 eee 19 Logging In from Another Extension 2 00 0 eese 19 Logging In from an External Phone 1 2 0 0 cee eee eee eee 19 Leaving a Message and Message Options 0 05 24 OPTIONS pcctc arch edaetys tiri aeda e REPRE PED Up edd S vd 25 Changing Call Handling Mode and Forwarding 25 Changing Automatic Off Hook Preference 0 0 0 eee esses 27 Changing Ring T6ne iiie e RP RE EFRON RR RE Ree a 28 Programming Your Custom Buttons 0 0 00 000000008 29 Changing the Agent State l l eee 31 Enabling or Disabling Handsfree Mode 00 c eee eee ee 32 DIRECTORY i facie ne e a a hha ade takes Mead wed test dn dab ee 33 MANAGING CALLS ADVANCED FEATURES 00005 34 Programmable Custom Buttons 0 000 000 eee eee eee 34 Bridged Call Appearances 6 0 2c eee eese 37 Silent Monitor Barge In l i eee 38 Extension Monitoring 0 0 0 cece res 38 Answering a Monitored Extension s Call 0000 39 Whisper Pages zort ie ee ohn rev adparet tee oe Mua 39 Picking Up the Night Bell 00 00 00 cece eee eee 40 Toggling the Hunt Group Status eee 40 Overhead Paging 00 eee eee 40 Using Greup Pagllg ue eer trem get cem o e OE en Mt ba bly dy 41 P
9. again to dial the last number you called see below 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 an internal extension From 1212 Arrow indicates 408 555 1212 there are more 650 555 1234 selections S et To 650 555 4321 4 To 650 555 1111 11 17am EM Jul 25 Tue Cancel 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 By pressing w repeatedly you can turn the ringer volume off Adjusting Handset Volume To adjust the handset volume while the handset is off hook press 4 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 amp O The LED turns red To un mute the call press the button again VOICE MAIL A steadily flashing light on your phones 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
10. 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 agg then the extension on which the call is active To barge in on a call dial og 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 29 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 extension transfer conference call parking call pickup and intercom to that extension Additionally you can see when the monitored extension has
11. intercom call overrides all other call handling 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 or press the call s custom key if available On the ShoreTel 560 560g 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 a 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 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 icon The date and time information appears directly above the soft keys for the selected call To redial a call Step 1 Press E Press it
12. key see below Handsfree Mode 2 Enabled Step5 Press the Done soft key to exit DIRECTORY You can use the Directory to find phone numbers on your network by pressing Directory EE then Name E Bob Berry Dolores Palma 511 b Jill Cherry Matt Adoor 519 Pete Moss da Intcom Speed 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 3 fora space in a person s name and press a for any character If you press an incorrect key press the Back soft key to delete the character e Press 4 and V 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 A Intercom s Intcom soft key on this screen or when using ggg 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 soft key 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 33 MANAGING CALLS ADVANCED FEATURES In addition to perf
13. 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 43 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 s Step2 Press EJ to remove deleted messages Step3 Press Ef 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 administrato
14. other party hearing him or her Unpark The ShoreTel system allows users to unpark a connected call from another extension Please see Parking and Unparking Calls on page 41 for more information Whisper Page The ShoreTel system allows users with the proper permission to enter a call on another extension and whisper to the recipient without the other party hearing The call recipient can talk back to you privately using the whisper page mute feature 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 IP phones offering the benefit of faster call handling between users The feature is intended for key system environments such as a branch office auto dealership or a small bank with 4 trunks and 8 IP phones The way the feature works is that a custom button on each IP phone is configured such that it will blink green when an inbound call arrives on the extension associated with that BCA If someone answers the call the LED on that person s phone turns solid green while the custom button on all of the other IP phones turns red In this way information about the call to this BCA extension is shared or bridged across the many phones in different parts of the organization If you place an outbound call from a bridged call appearance e
15. that 35 36 must record 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 permission 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 DTMF tones out a trunk 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 permission 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 si
16. unheard messages by the 73 i73 icon The ShoreTel 560 560g phone displays icons in the monitored extension s label area to help you determine the operational status of the monitored extension 38 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 extension Fer 509 a Monitored L BIIl Rockefeller oxtonsion Miranda Buffett 5 name Caller s name 516 E Caller s number 519 0 13 509 Answer Tow Call Monitored duration 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 ringing on inbound calls Whisper Page W
17. 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 560 560g 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 42 WEB ACCESS ShoreTel Web Access is a browser based interface by which users can manage personal
18. B Cancel 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 7 Voice mail 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 Remove deleted messages 2 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 3 Confirm B Cancel Additional options The following additional options are available a Enable or disable Outlook automated call handling E Change e mail delivery options a Disable e mail delivery B Enable e mail delivery B Enable e mail delivery with voice message attached B Mark voice messages heard after e mail delivery B Change agent state 1 Log in and assign extension B Log out B Log in without assigning extension E Change Find Me forwarding state By enabling Find Me 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 Find Me destinations use Personal Call Manager or Web Access a Enable a Disable
19. Keys overlay Vinyl overlay Headset Jack Dial Pad imprinted with 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 NOTE This User Guide also applies to IP 530 Phone The older 530 model has three plain custom keys while the IP 560 560g models have six custom keys with LEDs embedded Your Phone s Display Your ShoreTel IP phone s display 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 phones5 operating status ShoreTel 560 560g Idle Display Your Extension ABC company S Status Icon Bob Berry E 408 555 1212 511 B Speed Dial Standard DID 5 Wh Monitored Extension Missed Soft key Agent state calls functions IP phone Call Unheard banner name handling voice mode messages Guide to Status Icons Your ShoreTel IP phone offers icons to help indicate the operational state of the device The table below provides information about these icons as well as additional information about the LED colors and blink patterns associated with the various operational states LED color references apply only to the IP560 560g models which support three color LED display for the custom keys Values shown in the
20. State Orange 200ms on 100ms off 200ms on 500ms off Picked up Monitored Ext Call and Held Monitor Ext on Active Call Orange 200ms on Green 800ms on Orange 200ms on Green 100 on Picked up Monitored Ext Call Monitor Ext held Active Call Bridged Call Appearance States Green 1000ms on 1000ms off Offering Call Green Active Call Picked Up c Steady on Red Line In Use Steady on Orange Held or Parked Call or 250ms on 250ms off Conference Call Feature Key With Extension Target States Idle or Offering Call Red Connected or Held Call m Steady on Orange DND E Steady on Red Dial Transfer Mailbox Only MWI Steady on ioh Blink LED Color and State Icon Blink Pattern Green F ickup Pick Unpark Pickup e 1000ms on 1000ms off NightBell Only Offering E Orange 250ms on 250ms off Unpark Pick Unpark Only Held Parked P Toggle Functions Record Whisper Mute 500ms on 500ms off Off Function Off Orange Function Available p Steady on Orange Record Active Orange 500ms on 500ms off Whisper Mute Active LOGGING IN If you are using your phone for the first time and no extension has been assigned 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 your exten
21. all while you are on the phone you can press the blinking call appearance button to answer the incoming call and the current call will automatically be put on hold Alternately if the phone is out of call appearance buttons you can interact with multiple calls using Personal Call Manager 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 Hold press the Hold button g To return to the previous call press the call appearance key Transferring a Call To transfer a call from your extension to another number Transfer Step 1 Press the Transfer button IBI The call is put on hold Step2 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 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 Conference Step 1
22. arking and Unparking Calls clics 41 CALL MANAGER SOFTWARE esses e 42 WEB ACCESS ir ceo Staite od scd Nes AM E cM fice ter SC EDS 43 TROUBLESHOOTING os 1x heme Sp pb RS ERBEN 44 Viewing Phone Information lisse 45 Rebooting Your Phone solves er veya awe REI EN oom 46 Adjust Display Contrast ciis e 46 QUICK REFERENCE OF COMMON STAR CODES 005 47 Office Anywhere Features lisse 47 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 and much more Handset with Finger Rest in interface Speaker Delivers high quality Scroll Button Select options LCD Display 160 x 80 pixel 2 bit grayscale Soft Keys Context sensitive functions defined on display 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 wideband sound Shore s60 OLEJ 9G 3 dial keys Six custom D keys with tri color LED indicators IP530 models have three plain custom keys illuminated when functions are active e cs ERN J m Function
23. dual 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 or Unpark 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 29 for more information 41 CALL MANAGER SOFTWARE In addition to using the telephone interface of your 560 560g 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 functions of
24. formation Page The ShoreTel system allows users with proper permission to access the overhead paging system or page a group of ShoreTel IP phones dial the number given by the system administrator wait for the confirmation tone and then begin speaking The message will be broadcast over the on site loudspeaker or through the speakers of the IP phones Please see Overhead Paging on page 40 and Using Group Paging on page 41 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 41 for more information Park and Page This also allows a user to park a call and simultaneously do an overhead page Pickup The ShoreTel system allows users with proper permission to pick up a ringing extension 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 Please see Parking and Unparking Calls on page 41 for more information Record Call The ShoreTel system allows users with proper permission to record active calls they are currently on This feature is useful for certain users including writers interviewers sales people lawyers
25. g 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 NRO again The figure below shows the information that appears on your ShoreTel 560 560g IP phone when an outbound call is placed Note that the soft key functions at the bottom of the window are different from those that appear when the phone is idle they now allow you to park the call or hang up Outgoing call ShoreTel 560 560g c Jill Barry 007 fm 408 331 3300 a of call 511 E 519 11 53am Fri Jun 27 509 Park Join HangUp Call Call Soft key recipients recipient s functions 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 560 560g 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 8 Incoming Dolores Ecstasio e pallasan 408 555 1212 Help Desk 11 ok Caller s name or phone number HQ ATT Local ae aller s 0 15 509 exte
26. gg og agg a from table above ext 47 48
27. he benefit of faster call handling between users The feature is intended for key system environments small offices or branch offices such as an auto dealership or small bank with 4 trunks and 8 IP phones Please refer to Bridged Call Appearances on page 37 for more information about managing calls using Bridged Call Appearances e Call Appearance Call appearance represents a phone call on your extension Please refer to Answering Additional Calls on page 14 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 15 for more information e 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 15 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 call Please see section Making a Conference Call on page 15 for more information 34 Dial Mailbox The ShoreTel system allows you to ca
28. i71 i75 Logging Into the Main Menu To log in to the main voice mail menu press the Voice Mail button E then dial your password followed by Your default password is 1234 Logging In from Another Extension To log in to the main voice mail menu from another extension press the Voice Mail button Be followed by B then your extension followed by your password and then oB 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 Og then your extension then your password followed by B i E Listening to and Interacting with New Messages From the Main Menu you can listen to and replay new messages by pressing Ba To interact with new messages press one of the following E Replay the message EJ Save the message EJ Delete the message E Forward the message After recording the prefacing remark press a Re record aA Cancel recording After addressing the message press J to mark it urgent or simply hang up to send the message 3 Reply to the message 19 Choose one of the following options m Reply with a voice message 2 Reply with a call back B Return to the previous menu Hear envelope information time and date sent Move backward While lis
29. ith 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 OBE plus the extension of that user Note that the recipient must be on an IP110 IP210 IP212k IP230 IP530 or IP560 560g handset If a Whisper Page call is sent to 39 any other phone e g IP100 SoftPhone or analog phone the call will appear as a second incoming 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 29 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 g 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 Contact your system admi
30. lent monitor 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 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 15 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 15 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 15 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 14 for more information Transfer Whisper The ShoreTel system allows a user with the proper permission to break into an active call and communicate with one party without the other party hearing the second ongoing conversation In this way the user can consult with the other party before transferring the call to him or her In turn the call recipient can respond privately using the whisper mute feature without the
31. ll another user s mailbox without ringing their phone If you use this feature often contact your system administrator 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 or an external number with one touch Intercom The ShoreTel system allows users with the proper permission 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 16 for more information Monitor Extension The ShoreTel system allows users with proper permission 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 38 for more in
32. nistrator 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 29 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 agp 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 40 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 broadcast over the indivi
33. nsion Trunk information Soft key Call duration Dialed functions Workgroup This will be the DNIS name if applicable Otherwise it is the trunk group name and trunk name 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 1 This behavior does not occur with IP530 phones which lack LEDs in the custom keys 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 TO 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 Step2 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 c
34. ntents GETTING STARTED nes irc eR REN VRERELURRRURRPEX p Y EP 5 Your Phones Display s Leak eene bw e Eee ae E Ree da 6 Guide to Status ICOns i es p ye he eee vete ese es ns 7 LOGGING INN 3 sacr nece RR RE RR or eese OR Ip rsen cd 11 MANAGING CALLS BASIC FEATURES 00 00 00 00 eese 12 Placing Calls st et er rte e b pee ope ns aby 12 Using the Handset isslseseelele eee 12 Using the Speakerphone sessiles 12 Using the Headset osse e ek RR RU e RON eg es 12 Answering Calls uiu eces sp RRRUREES Bea ee edu 13 Using the Handset 5 ye ve Feed RR eR Ee 13 Using the Speakerphone 6 0 ccc cee eee 13 Using the Headset nis sies tare eee ROM aoe ace 14 Sending a Call to Voice Mail 0 0000000008 14 Diverting a Callin sss 33 404 044 4 20 ass Eb bey ha PPS 14 Answering Additional Calls 0 00 00 0 eee eee eee eee 14 Transferring a Call ke cc tee ee eee 15 Making a Conference Call 0 0 cece eens 15 Using the Intercom 1 0 2 ee eee 16 Placing a Call On or Off Hold 0 eee 16 Redialing and Checking Missed Calls llle esses 17 AUDIO CONTROLS cvesvs ead imans segs IA HR ena REAM OH EROR TR E n 18 Adjusting Ring Tone Volume lesse eese 18 Adjusting Handset Volume 0 0002s 18 Adjusting Headset Volume 0 0000020 c eee eee ee 18 Adjusting Speakerphone Volume nsun nananana cee esses 18 Muting an Active Gall 5r 245
35. oft key NOTE If the option is not available and you need access contact your system administrator to request a change to your client type Step3 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 see below and press the Edit soft key Agent State 1 Logged In Asterisk indies 2 Logged Out that this is 2 the current 3 Wrap Up mode Cancel Step4 Press the Done soft key 31 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 27 for more information With handsfree mode enabled you can place or receive calls by using a headset or the speakerphone and you can stay off hook and dial tone will not be played By default handsfree mode is disabled You can enable handsfree mode by doing the following 32 1 Disabled Asterisk A indicates that this is the current Options Step 1 Press the Options button ggg followed by your password and then 9 Step 2 Scroll to Handsfree Mode or press 6 on the keypad until 6 Handsfree Mode is highlighted Step3 Press the Edit soft key Step4 Available options for Handsfree mode are Disabled and Enabled Scroll to the desired option and then press the OK soft
36. orming the regular functions of placing calls and answering calls your phone supports several other advanced functions If you use any of these features on a regular basis you may benefit by having your system administrator assign the desired function to the custom keys on your phone Programmable Custom Buttons The 560 560g IP phone has six 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 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 permission 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 t
37. p Call Appearance 1 Conference Blind Cancel 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 29 30 longer than five characters that will remind you of the new function of the custom button NOTE When in alphabet mode press the appropriate key on the dial pad multiple times to scroll through the alphabet letters associated with that key Example For the letter C you would press the 2 digit three times on the dial pad Step 9 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 560 560g 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 To change the agent state on your IP 560 560g phone follow the procedure below Options Step 1 Press the Options button ggg followed by your password and then Step2 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 s
38. r 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 32 for information on how to turn this feature off 3 The system will prompt you that your mailbox is full the next time you log into voice mail 44 Problem Your phone 5 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 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 ga The following information is displayed and can be scrolled through by pressing B P 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 Address Serial Number Hardware Version 4
39. r 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 a Meeting Out of Office Extended Absence and Custom You can use the Options button pen to select the desired mode by doing the following Options Step 1 Press the Options button ggg followed by your password and then Step2 Verify that the 1 Call Handling is highlighted as shown below and then press the Edit soft key Options LR Handling 2 Auto Off Hook Arrow indicates there are more 3 Change Ring selections below 4 Program Buttons This user is not 4 Agent State a member of a workgroup so Agent State is unavailable HR EB Step 3 Scroll to the desired setting call handling mode shown below 25 Call Handling ko A 1 Standard z Asterisk indicates 2 In a Meeting Mm 3 Out of Office mode 4 Extended Absenc p 5 Custom Cancel Step 4 When the desired mode is selected press the OK soft key and then 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
40. sion to this phone To log in Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Voice Mail Press pE 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 Og Check with your system administrator for password length Repeat to confirm password Record your name and press ga then press one of the following options Og Accept G9 Review a Re record B Delete B Cancel To assign your extension press 7 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 assign your extension to that phone 11 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 To place an internal call press the Speakerphone button aC 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 aO again Usin
41. table below apply to ShoreTel 6 1 build 11 15 2603 0 and higher leon Blink LED Color and State Icon Blink Pattern Call Appearance States Off Idle oran e Idle and DND t zai eady on Off Idle and Message Waiting e Orange Idle Message Waiting and DND LE Steady on Green Off Hook e Steady on alli Green Active Call p Steady on Green Active Conference Call e Steady on Green Remote Hold J n Steady on Green Offering Call m Ce 1000ms on 1000ms off Orange Held or Parked Call or E 250ms on 250ms off Conference Call ico Blink LED Color and State Icon Blink Pattern Red Whisper Page Call xz Steady on ce Red Active Call Whisper Muted Ld Steady on Extension Monitor States Off Idle Orange Idle and DND 5 Steady on Off Idle and Message Waiting LL Orange Idle Message Waiting and DND eh Steady on Green Offering Call 1000ms on 1000ms off Green Active Call Picked Up St Steady on Orange Held or Parked Call or E 250ms on 250ms off Conference Call Red Monitored Ext on Active Call c Steady on a n Red Monitored Ext on Conference ft Steady on Call Green Monitored Ext on active Call CE 200ms on 100ms off 700ms on 1000ms off Offering Call Green 800ms on Orange 200ms on Picked up Monitored Ext Call Monitor Ext on Active Call Icon Blink Icon LED Color and Blink Pattern
42. tening 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 several seconds later in the message E 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 E Cancel message review BJ Sending Messages from Voice Mail 20 From the Main Menu you can send messages by pressing B The following options are available while recording your message B Cancel ga Done recording JJ Review EJ Re record After you are satisfied with your recording you will be prompted to enter the recipient s 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 19 except for option 2 J Mailbox Options Press a to access various options for your personal mailbox then press one of the following
43. xtension other users can view the call activity You can place an outbound call from a BCA extension by pressing the BCA custom button dialing the trunk access code and then dialing the number The LED on your phone turns solid green and the associated button turns solid red on all of the other phones 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 Outbound calls will follow the routing table defined by the system administrator Another benefit of the 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 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 DID number configured for that BCA External identification or caller id number of the user that initiated the BCA call 37 e Outbound to
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