ShorePhone IP 230/230g Telephone 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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Silent Monitor / Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Extension Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Answering a Monitored Extension's Call . . . . . . . . . . . . . . . . . . . . . 34 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 up to six parties, and much more. Handset with Finger Rest LCD Display 141 x 44 pixels, monochrome 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 call state for the device. The table below lists the static and blinking icons, as well as the associated operational state.
Icon Blink Icon 230 LED Color and Blink Pattern 230g LED Color and Blink Pattern Green Steady on Red Steady on Whisper Page Call Green Steady on Red Steady on Active Call Whisper Muted State Extension Monitor States 8 Off Off Idle Off Orange Steady on Idle and DND Off Off Idle and Message Waiting Off Orange Steady on Idle, Message Waiting and DND Green 1000ms on, 1000ms off Green 1000ms on, 1000ms off Offering Call Green Steady on Green Steady on Active Call Picked Up Green 25
Icon Blink Icon 230 LED Color and Blink Pattern 230g LED Color and Blink Pattern Green 800ms on 200ms off Green 800ms on Orange 200ms on Picked up Monitored Ext. Call + Monitor Ext on Active Call Green 200ms on 100ms off 200ms on 500ms off Orange 200ms on 100ms off 200ms on 500ms off Picked up Monitored Ext. Call and Held + Monitor Ext on Active Call Green 800ms on 200ms off 100ms on 200ms off Orange: 200 ms on Green: 800 ms on Orange: 200 ms on Green: 100 ms on Picked up Monitored Ext.
Icon Blink Icon 230 LED Color and Blink Pattern 230g LED Color and Blink Pattern Off Orange Steady on DND Off Red Steady on (Dial/Transfer Mailbox Only) MWI Green 1000ms on, 1000ms off Green 1000ms on, 1000ms off (Pickup, Pick/Unpark, Pickup NightBell Only) Offering Green 250ms on 250ms off Orange 250ms on 250ms off (Unpark, Pick/Unpark Only) Held/Parked State Toggle Functions (Record, Whisper Mute) 10 Off Off Function Off Green Steady on Orange Steady on Function Available Green 25
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 230 and 230g phones, the call key also blinks green. 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.
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 . Step 2 Enter the number, or press the extension's custom key. Step 3 Press the Transf soft key to complete the transfer to an extension.
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.
Step 3 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 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 Hold To place a call on hold, press the Hold button , or press the call's custom key, if available.
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 18 (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 extension1 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.
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 .
To program the custom buttons, 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 and then Options , followed by your password . Step 2 Scroll through the list to option 4. Program Buttons, or press 4 on the keypad. Step 3 Press the Edit soft key. Step 4 Press the custom button that you would like to program.
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 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.
Step 4 Available options for Handsfree mode are Disabled and Enabled. Scroll to the desired option and then press the OK soft key. Step 5 Press the Done soft key to exit.
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 phone has three custom buttons that can be programmed with different functions.
• • • • • • • • • • call. Please see section “Making a Conference Call” on page 15 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 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.
• 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 that 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.
• Unpark – The ShoreTel system allows users to unpark a connected call from another extension. Please see “Parking and Unparking Calls” on page 37 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.
• 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 • 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.
Monitored extension Caller Caller’s number 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.
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 to answer the call at your site.
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. Step 3 Press the Park soft key again. To unpark the call, press Unpark, repeat step 2, and press Unpark again.
CALL MANAGER SOFTWARE In addition to using the telephone interface of your 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; the system will prompt you that your mailbox is full the next time you log into voice mail. If your mailbox is full, first purge any backlog of deleted messages: Step 1 At the Main Menu prompt, press .
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 . 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 I-N-F-O on the keypad and then press .
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.
