Shoretel 230 User Manual

ShoreTel 230 IP Phone User Guide

Document and Software Copyrights

Copyright © 1998–2006 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc.

ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to, typographical, arithmetic, or listing errors.

Trademarks

ShoreCare, ShoreWare and ShoreGear are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShoreTel, ShoreTel 6.1, ShorePhone, Office Anywhere and ShoreTel Smart are trademarks of ShoreTel, Inc. in the United States and/or other countries.

Version Information

PN 850-1060-01

ShoreTel 6.1 230 User Guide

Draft 4

Date: April 4, 2006

Company Information

ShoreTel, Inc.

960 Stewart Drive

Sunnyvale, California 94085

USA

Phone: [phone] OR +1.800.425.9385

Fax: [phone]

www.shoretel.com

Contents

GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Your Phone's Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Guide to Status Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 LED Color Guide for ShoreTel 230 Custom Keys . . . . . . . . . . . . . . . . . . 7 LOGGING IN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 MANAGING CALLS – BASIC FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Placing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Using the Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Using the Speakerphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Using the Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using the Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using the Speakerphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using the Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Sending a Call to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Diverting a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Answering Additional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Making a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Using the Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Placing a Call On or Off Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Redialing and Checking Missed Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

AUDIO CONTROLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Adjusting Ring Tone Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Adjusting Handset Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Adjusting Headset Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Adjusting Speakerphone Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Muting an Active Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

VOICE MAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Logging Into the Main Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Logging In from Another Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Logging In from an External Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Leaving a Message and Message Options . . . . . . . . . . . . . . . . . . . . . . . 20

OPTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Changing Call Handling Mode and Forwarding . . . . . . . . . . . . . . . . . . . 21 Changing Automatic Off Hook Preference . . . . . . . . . . . . . . . . . . . . . . . 22 Changing Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Programming Your Custom Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Changing the Agent State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Enabling or Disabling Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . . 24

DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 MANAGING CALLS – ADVANCED FEATURES . . . . . . . . . . . . . . . . . . . . . . . 26

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Programmable Custom Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Bridged Call Appearances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Silent Monitor / Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Extension Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Answering a Monitored Extension's Call . . . . . . . . . . . . . . . . . . . . . 31

Whisper Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Picking Up the Night Bell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Toggling the Hunt Group Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Overhead Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Parking and Unparking Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

CALL MANAGER SOFTWARE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

WEB ACCESS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Viewing Phone Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Rebooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Adjust Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

QUICK REFERENCE OF COMMON STAR CODES . . . . . . . . . . . . . . . . . . . . 39

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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	LCD Display
Finger Rest	141 x 44 pixels, monochrome
	Scroll Button	Soft Keys
	Select options	Context-sensitive
	in interface.	functions defined
Speaker		on display.
Delivers
high
quality
wideband
sound.

Indicator LED

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

Custom Keys

Can be configured as call keys, monitored extensions, or speed dial keys. Three custom keys with green LED indicator.

Headset Jack

Dial Pad

Handset Jack

Audio Control Keys	Function Keys
Volume button controls	Perform core
handset, headset, speaker,	telephony
and ring volume. Mute,	functions.
Speaker, and Headset keys
illuminated when functions
are active.

Function Keys overlay

Vinyl overlay imprinted with international symbols

Microphone

5

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 230 Idle Display		Your
		Extension

		Status Icon
		Speed Dial
		Monitored
		Extension
Your	Soft	Unheard Voice
Name	Keys	Messages
Agent	Call	Missed
State	Handling	Calls
	Mode

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Guide to Status Icons

Main Display	Custom Keys - Monitored Extension
Unheard Voice Messages			Idle
Missed Calls			Inactive / Do Not Disturb
Logged Into Workgroup			Unheard Voice Messages
Logged Into Workgroup			Do Not Disturb / Unheard Messages
In Wrap-Up
Logged Out of Workgroup			Incoming Call (Animated)
			On a Call
Custom Keys - Call			Incoming Call and On a Call
On Hook			On a Conference Call
Off Hook			Call On Hold / Parked
Inactive / Do Not Disturb
Incoming Call (Animated)	Custom Keys - Speed Dial
On a Call			Speed Dial Extension
On a Conference Call
Call On Hold / Parked
Remote Hold

LED Color Guide for ShoreTel 230 Custom Keys

Your ShoreTel 230 IP phone also provides color cues to help you determine the operational status as follows:

Steady Green – in use by you

Blinking Green – on hold, or call parked, or incoming call, or active call

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LOGGING IN

If you are using your phone for the first time, the phone's display shows “Available.” You can place calls but not receive them. You need to log in, change your password, record your name, and assign this phone as your permanent extension. To log in:

	V o i c e M a i l
Step 1 Press		.

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

Accept

Review

Re-record

Delete

Cancel

Step 6 To assign your extension, 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 change your extension assignment to that phone.

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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 230 IP phone when an outbound call is placed. Note that the soft keys at the bottom of the window are different from the soft keys that appear when the phone is idle – they now allow you to park the call or hang up.

Outgoing call: ShoreTel 230

		Duration
		of Call
Call	Call	Soft
Recipient’s	Recipient’s	Keys
Extension	Name

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Answering Calls

Ring tones, the blinking Incoming Call Icon, and the flashing red LED light in the top right-most corner of your phone all identify an incoming call on your phone. A double ring signals an internal call, while a single ring signals an external call. On ShoreTel 230 phones, the call key also blinks green.

If the information is available, the 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	Trunk
Keys	Information

To answer the call, do one of the following:

Using the Handset

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

To end a call, hang up the handset.

Using the Speakerphone

To answer a call, press the Speakerphone button . 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.

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H o l d

H o l d

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.

T r a n s f e 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

H o l d

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:

T r a n s f e 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:

aComplete a blind transfer by hanging up or by pressing the Transf soft key.

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bSpeak 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.

cConsult by intercom by pressing the More soft key, and then pressing the Intcom soft key.

dSend 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:

	C o n f e		r e n c e
Step 1	Press the Conference button			. The call is put on hold.
Step 2	Dial the extension of the party you would like to conference.
Step 3	Press the Confrn soft key to ring the party directly.
	or
	Dial the number and press the Conslt soft key to speak with
	the recipient before ringing him or her into the conference
	call. After consultation, press the Yes soft key to complete
	the conference call, or press the Cancel soft key to return to
	the original two-party call.
Step 4	Repeat to add additional parties.

With the appropriate permissions (set by your system administrator), you can conference up to six parties into a single call.

After a conference is established, you can use the Show soft key to display all conferenced parties. If you wish to disconnect a party, scroll to the party's entry and press the Drop soft key.

Using the Intercom

The Intercom function allows you to connect with another party without ringing the party through a call line. Both you and the recipient must be using a ShoreTel IP phone and have permission to use this feature (set by your system administrator). To intercom another party:

Step 1

Step 2

I n t e r c o m

Press .

Dial the party’s extension, or press the custom key associated with the extension.

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