ShoreTel 230, 230g User Manual

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. 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

ShoreTel®, ShoreCare®, ShoreWare®, ShoreGear® and ControlPoint® are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShorePhone™ is a trademark of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners.

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, United States Patent 7,379,540, and United States Patent 7,386,114. ShoreTel, Inc. All rights reserved.

Version Information

PN 850-1158-02 ShorePhone IP 230/230g Telephone User Guide Date: January 6, 2009

Company Information

ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California 94085 USA Phone: +1.408.331.3300 OR +1.800.425.9385 Fax: +1.408.331.3333 www.shoretel.com

Contents

GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Your Phone's Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Guide to Status Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

LOGGING IN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

MANAGING CALLS – BASIC FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Placing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Using the Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Using the Speakerphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Using the Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Using the Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Using the Speakerphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Using the Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Sending a Call to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Diverting a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Answering Additional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Making a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Using the Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Placing a Call On or Off Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Redialing and Checking Missed Calls . . . . . . . . . . . . . . . . . . . . . . . . . . .16

AUDIO CONTROLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Adjusting Ring Tone Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Adjusting Handset Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Adjusting Headset Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Adjusting Speakerphone Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Muting an Active Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

VOICE MAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Logging Into the Main Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Logging In from Another Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Logging In from an External Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Leaving a Message and Message Options . . . . . . . . . . . . . . . . . . . . . . .23

OPTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Changing Call Handling Mode and Forwarding . . . . . . . . . . . . . . . . . . .24

Changing Automatic Off Hook Preference . . . . . . . . . . . . . . . . . . . . . . .25

Changing Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Programming Your Custom Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Changing the Agent State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Enabling or Disabling Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . .27

DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

MANAGING CALLS – ADVANCED FEATURES . . . . . . . . . . . . . . . . . . . . . . .30

Programmable Custom Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Bridged Call Appearances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Silent Monitor / Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Extension Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Answering a Monitored Extension's Call . . . . . . . . . . . . . . . . . . . . .34

Whisper Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Picking Up the Night Bell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Toggling the Hunt Group Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Overhead Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Using Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Parking and Unparking Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

CALL MANAGER SOFTWARE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

WEB ACCESS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

TROUBLESHOOTING. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Viewing Phone Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Rebooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Adjust Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

QUICK REFERENCE OF COMMON STAR CODES . . . . . . . . . . . . . . . . . . . .43

Office Anywhere Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

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

Speaker

Delivers high quality wideband sound.

Headset Jack

Handset Jack

Scroll Button

Select options in interface.

LCD Display

141 x 44 pixels, monochrome

Soft Keys

Context-sensitive functions defined on display.

Dial Pad

Indicator LED

Flashing light alerts the user to incoming calls and unheard voice messages.

Three Custom Keys - indicators

Configurable as call keys, monitored extensions, speed dial keys, or programmed keys.

230: keys with green LED indicator.

230g: keys with tricolor LED indicator

Function Keys overlay

Vinyl overlay imprinted with international symbols

Audio Control Keys

Volume button controls handset, headset, speaker, and ring volume. Mute, Speaker, and Headset keys illuminated when functions are active.

Function Keys

Perform core telephony functions.

Microphone

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.

ShoreTel IP230/230g Idle Display

Your Name

Agent State

Soft Keys

Call Handling Mode

Unheard Voice Messages

Missed Calls

Your Extension

Status Icon

Speed Dial

Monitored Extension

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

Off Off Idle

Off Off Idle and DND

Off Off Idle and Message

Off Orange

Green Steady on

230g LED Color and Blink Pattern

Steady on

Green Steady on

State

Call Appearance States

Waiting

Idle, Message Waiting and DND

Off Hook

Green Steady on

Green 1000ms on, 1000ms off

Green 250ms on 250ms off

Green Steady on

Green 1000ms on, 1000ms off

Green 250ms on 250ms off

Active Call

Active Conference Call

Remote Hold

Offering Call

Held or Parked Call or Conference Call

Icon

Blink

Icon

230 LED Color and Blink Pattern

230g LED Color and Blink Pattern

State

Green Steady on

Off Off Idle

Off Orange

Off Off Idle and Message

Off Orange

Red Steady on

Steady on

Whisper Page Call

Active Call Whisper Muted

Extension Monitor States

Idle and DND

Waiting

Idle, Message Waiting and DND

Green 1000ms on, 1000ms off

Green Steady on

Green 250ms on 250ms off

Off Red

Green 200ms on 100ms off 700ms on 1000ms off

Green 1000ms on, 1000ms off

Green Steady on

Orange 250ms on 250ms off

Steady on

Green 200ms on 100ms off 700ms on 1000ms off

Offering Call

Active Call Picked Up

Held or Parked Call or Conference Call

Monitored Ext. on Active Call

Monitored Ext. on Conference Call

Monitored Ext on active Call + Offering Call

Icon

Blink

Icon

230 LED Color and Blink Pattern

230g LED Color and Blink Pattern

State

Green 800ms on 200ms off

Green 200ms on 100ms off 200ms on 500ms off

Green 800ms on 200ms off 100ms on 200ms off

Off Off Idle

Green 1000ms on, 1000ms off

Green 800ms on Orange 200ms on

Orange 200ms on 100ms off 200ms on 500ms off

Orange: 200 ms on Green: 800 ms on Orange: 200 ms on Green: 100 ms on

Green 1000ms on, 1000ms off

Picked up Monitored Ext. Call + Monitor Ext on Active Call

Picked up Monitored Ext. Call and Held + Monitor Ext on Active Call

Picked up Monitored Ext. Call + Monitor Ext held Active Call

Bridged Call Appearance States

Offering Call

Green Steady on

Off Red

Green 250ms on 250ms off

Off Off Idle or Offering Call

Off Red

Green Steady on

Steady on

Green 250ms on 250ms off

Steady on

Active Call Picked Up

Line In-Use

Held or Parked Call or Conference Call

Feature Key With Extension Target States

Connected or Held Call

Icon

Blink

Icon

230 LED Color and Blink Pattern

230g LED Color and Blink Pattern

State

Off Orange

Steady on

Off Red

Steady on

Green 1000ms on, 1000ms off

Green 250ms on 250ms off

Off Off Function Off

Green Steady on

Green 1000ms on, 1000ms off

Orange 250ms on 250ms off

Orange Steady on

DND

(Dial/Transfer Mailbox Only) MWI

(Pickup, Pick/Unpark, Pickup NightBell Only) Offering

(Unpark, Pick/Unpark Only) Held/Parked

Toggle Functions (Record, Whisper Mute)

Function Available

Green 250ms on 250ms off

Orange 500ms on 500ms off

Record Active

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:

Step 1 Press .

Step 2 Enter the extension number assigned to you by your system

Voice Mai l

administrator.

Step 3 If your system administrator assigned you a password, enter

it now (otherwise enter a default password of 1234), and

press .

Step 4 Enter a new password followed by . Check with your

system administrator for password length. Repeat to confirm password.

Step 5 Speak your name and press , then press one of the

following options:

Review

Re-record

Delete

Cancel

Step 6 To assign your extension to this phone, press for voice

mail options, and then press 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.

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.

Using the Headset

To place an internal call, press the Headset 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 Headset button again.

The figure below shows the information that appears on your ShoreTel IP phone when an outbound call is placed. Note that the soft keys at the bottom of the window are different from the soft keys that appear when the phone is idle – they now allow you to park the call or hang up.

Outgoing call: ShoreTel 230/230g

Duration of Call

Call Recipient’s Extension

Call Recipient’s Name

Soft Keys

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. (The caller's name may be abbreviated to fit on one line.)

Incoming Call Icon

Caller’s Name

Caller’s Extension

Soft Keys

Trunk Information

To answer the call, do one of the following:

Using the Handset

To answer a call, pick up the handset when the phone rings.

To end a call, hang up the handset.

Using the Speakerphone

To answer a call, press the Speakerphone button . The LED in the button lights green.

To end a call, press the Speakerphone button again.

Using the Headset

To answer a call, press the Headset button . The LED in the button lights green.

To end a call, press the Headset button again.

Sending a Call to Voice Mail

Hold

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.

Answering Additional Calls

With the appropriate permissions, you can receive up to 16 incoming calls at once. (The maximum number is set by your system administrator.) If you receive an incoming call while you are on the phone, you can press the blinking call appearance button to answer the incoming call, and the current call will automatically be put on hold.

Alternately, if the phone is out of call appearance buttons, you can interact with multiple calls by repeatedly pressing the Hold button .

If you receive an incoming call while you are on another call, you will hear a beep on the call. To answer the incoming call and put the current call on hold, press the Hold button . To return to the previous call, press the call appearance key or press the Hold button again to toggle through the calls.

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.

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