ShoreTel 530/560/560g IP Phone User Guide
Document and Software Copyrights Copyright © 1998–2009 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.
Contents GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Your Phone's Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Guide to Status Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 LOGGING IN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 MANAGING CALLS – BASIC FEATURES . . . . . . . . . . . . . . . . . . . . . . . .
Bridged Call Appearances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Silent Monitor / Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Extension Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Answering a Monitored Extension's Call . . . . . . . . . . . . . . . . . . . . . 39 Whisper Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 LCD Display 160 x 80 pixel, 2-bit grayscale Scroll Button Select options in interface. Speaker Delivers high quality wideband sound. Soft Keys Context-sensitive functions defined on display.
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 phone’s operating status.
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 table below apply to ShoreTel 6.1 (build 11.15.2603.0) and higher.
Icon Blink Icon LED Color and Blink Pattern State Red Steady on Whisper Page Call Red Steady on Active Call Whisper Muted Extension Monitor States Off Idle Orange Steady on Idle and DND Off Idle and Message Waiting Orange Steady on Idle, Message Waiting and DND Green 1000ms on, 1000ms off Offering Call Green Steady on Active Call Picked Up Orange 250ms on, 250ms off Held or Parked Call or Conference Call Red Steady on Monitored Ext. on Active Call Red Steady on Monitored Ext.
Icon Blink Icon LED Color and Blink Pattern 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 Picked up Monitored Ext.
Icon Blink Icon LED Color and Blink Pattern State Green 1000ms on, 1000ms off (Pickup, Pick/Unpark, Pickup NightBell Only) Offering Orange 250ms on, 250ms off (Unpark, Pick/Unpark Only) Held/ Parked Toggle Functions (Record, Whisper Mute) 10 Off Function Off Orange Steady on Function Available Orange 500ms on, 500ms off 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 extension to this phone. To log in: Voice Mai l Step 1 Press . Step 2 Enter the extension number assigned to you by your system administrator.
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 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 again.
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.1 If the information is available, the caller’s name, number, and the incoming call icon appear on your display, as shown in the figure below.
Using the Headset To answer a call, press the Headset button green. To end a call, press the Headset button . The LED in the button lights 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. Transfe r Step 1 Press .
Transferring a Call To transfer a call from your extension to another number: Transfe r Step 1 Press the Transfer button . 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. b Speak to the recipient before transferring by pressing the Conslt soft key.
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).
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 Redial Press . Press it 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.
AUDIO CONTROLS Adjusting Ring Tone Volume To adjust the ring volume, while the handset is on hook and the speakerphone is off, press and on the volume button. By pressing repeatedly, you can turn the ringer volume off. Adjusting Handset Volume To adjust the handset volume, while the handset is off hook, press and on the volume button. Adjusting Headset Volume To adjust the headset volume, while the headset LED is illuminated, press and on the volume button.
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 phone’s display by the icon . Logging Into the Main Menu Voice Mai l To log in to the main voice mail menu, press the Voice Mail button , then dial your password followed by . (Your default password is 1234.
Choose one of the following options: Reply with a voice message Reply with a call back 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 several seconds later in the message.
After the message is addressed, if desired, you can press: Mark / unmark urgent Request return receipt Listening to Saved Messages From the Main Menu, you can listen to saved messages by pressing . 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).
Reassign extension If you have the proper permission, you can assign your extension to any phone. The following options are available: Assign the extension2 Unassign the extension (The phone reverts to the extension originally assigned to it.) To assign to your extension to your last external number. Set your password Enter your new password, followed by Press and repeat to confirm. to cancel.
The following options are available: Confirm Cancel Additional options The following additional options are available: Enable or disable Outlook automated call handling Change e-mail delivery options Disable e-mail delivery Enable e-mail delivery Enable e-mail delivery with voice message attached Mark voice messages heard after e-mail delivery Change agent state Log in and assign extension Log out Log in without assigning extension Change Find Me forwarding state By enabling Find Me, callers who are routed
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: Bypass greeting and leave a message, then hang up to send it. Transfer to assistant. Forward to recipient’s Find Me destination (an optional number where calls can be forwarded) — if enabled; otherwise you will be prompted to record a message. Transfer to auto-attendant.
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.
Asterisk indicates that this is the current mode. 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. Step 1 Press the Options button and then 26 Options , followed by your password .
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 Press the Options button and then Options , followed by your password .
Changing Ring Tone You can choose between four distinctive ring tones to help you distinguish your phone from neighboring phones. Options , enter your password, and press the OK soft key. Step 1 Press Step 2 Scroll to select the Change Ring option. Step 3 Press the Edit soft key. Step 4 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. Asterisk indicates that this is the current mode.
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.
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.
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.
DIRECTORY You can use the Directory to find phone numbers on your network by pressing , then: Di rector y • 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 for any character. If you press an incorrect key, press the Back soft key to delete the character. • Press and on the Scroll button next to the display to select the desired name.
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 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.
• 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 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.
• • • • • • • • • 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.
• 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.
• 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.
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.
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.
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 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.
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.
WEB ACCESS ShoreTel Web Access is a browser-based interface by which users can manage personal 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.
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.3 If your mailbox is full, first purge any backlog of deleted messages: Step 1 At the Main Menu prompt, press . Step 2 Press to remove deleted messages. Step 3 Press to confirm deletion. Problem: Your display reads "No Service.
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: Step 1 With the phone on hook, press the Mute button . The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the handset.
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 . 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 phone reboots. .
QUICK REFERENCE OF COMMON STAR CODES Park a call + ext. UnPark a call + ext. Picking Up a Remote Extension + ext. Picking Up the Night Bell Using the Intercom + ext. Barge In + ext. Silent Monitor + ext. Toggling the Hunt Group Status + HG ext. Whisper Page + ext.
