ShoreTel IP 212k User Guide

ShoreTel 212k 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, ShorePhone, Office Anywhere and ShoreTel Smart are trademarks of ShoreTel, Inc. in the United States and/or other countries.

Patents

Version Information

PN 850-1061-02 Revision 6 ShoreTel 212k IP Phone User Guide Date: August 18, 2006

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

LED Color Guide for ShoreTel 212k Custom Buttons . . . . . . . . . . . . . . .7

LOGGING IN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

MANAGING CALLS – BASIC FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Placing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Answering Additional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Making a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Using the Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Placing a Call On or Off Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Redialing and Checking Missed Calls . . . . . . . . . . . . . . . . . . . . . . . . . . .14

AUDIO CONTROLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Adjusting Ring Tone Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Adjusting Handset Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Adjusting Headset Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Adjusting Speakerphone Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Muting an Active Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

VOICE MAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Logging Into the Main Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Logging In from Another Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Logging In from an External Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Leaving a Message and Message Options . . . . . . . . . . . . . . . . . . . . . . .21

OPTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Changing Call Handling Mode and Forwarding . . . . . . . . . . . . . . . . . . .22

Changing Automatic Off Hook Preference . . . . . . . . . . . . . . . . . . . . . . .24

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

Programming Your Custom Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Changing the Agent State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Enabling or Disabling Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . .29

DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

MANAGING CALLS – ADVANCED FEATURES . . . . . . . . . . . . . . . . . . . . . . .31

Programmable Custom Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Bridged Call Appearances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Silent Monitor / Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Extension Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Whisper Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

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

Toggling the Hunt Group Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Overhead Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Using Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

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

CALL MANAGER SOFTWARE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

WEB ACCESS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

TROUBLESHOOTING. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Viewing Phone Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Rebooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Adjust Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

QUICK REFERENCE OF COMMON STAR CODES . . . . . . . . . . . . . . . . . . . .44

Office Anywhere Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

GETTING STARTED

Welcome to your ShoreTel™ IP phone! This user guide will help you configure your phone, learn how to make and take calls, as well as use advanced features.

Function Keys

Perform core telephony functions.

Handset with Finger Rest

Headset Jack

Speaker

Delivers high quality wide-band sound.

Handset Jack

Function Keys overlay

Vinyl overlay imprinted with international symbols

Select Key

Menu Key

Dial Pad

Microphone

Indicator LED

Flashing light alerts you to incoming calls and unheard voice messages.

LCD Display

79 x 134 pixels, monochrome

Custom Buttons

12 custom buttons with tri-color indicators can be configured as call appearances, monitored extensions, bridged call appearances, or programmed feature keys.

Audio Control Keys

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

Your Phone's Display

Your ShoreTel IP phone displays information about name and extension, call handling mode, call lines, monitored extensions, calls, duration of call, voice messages, date and time, soft key functions, and your phone’s operating status.

ShoreTel 212k Interface

Call Handling Mode

Custom Key Labels

In the idle state, the first row of your phone displays the time and date. This information scrolls to display the system name.

The second row displays the number of missed calls, voice messages and agent state. This information scrolls to display the user's name and call handling mode.

Guide to Status Icons

Unheard Voice Messages

Missed Calls

Logged Into Workgroup

In Wrap-Up

Logged Out of Workgroup

LED Color Guide for ShoreTel 212k Custom Buttons

Your ShoreTel 212k phone also provides color cues to help you determine the operational status as follows:

Steady Green - in use by you

Blinking Green - (Fast) on hold or call parked

Blinking Green - (Slow) incoming call

Steady Red - in use by owner (applies to extension monitoring feature)

Steady Orange - extension's call handling mode is set to Do Not Disturb

mode (Call Forward Always), or if a monitored extension is set to Do Not Disturb mode.

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, press for voice mail options,

and then press to re-assign the extension. Then, press

to confirm assignment.

You are now logged in. Your phone can receive calls, and you can check for new messages. With appropriate permissions (granted by your system administrator), you can log into any ShoreTel IP phone on your network to assign your extension to that phone.

Your extension number now appears on the display, next to the first custom key. The time and date appear at the top of the display, and an abbreviated version of your name appears on the second line. Your full name scrolls across the display, along with information about your Call Handling Mode and the system name.

MANAGING CALLS – BASIC FEATURES

Placing Calls

Using the Handset

To place an internal call, pick up the handset and enter the extension. To place an external call, enter 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 enter the extension. To place an external call, enter 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 enter the extension. To place an external call, enter 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 212k IP phone when an outbound call is placed.

Outbound call: ShoreTel 212k

Call Recipient’s Name

Call Recipient’s Extension

Answering Calls

Ring tones and the flashing red LED light in the top right corner of your phone identify an incoming call. A double ring signifies an internal call while a single ring indicates an external caller. The caller’s name and number may appear on your display if the information is available.

Inbound call: ShoreTel 212k

Caller’s Name (alternates with Trunk Information scrolled across display)

Caller’s Number

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 lights green.

To end a call, press the Speakerphone button again.

Using the Headset

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

To end a call, press the Headset button again.

Sending a Call to Voice Mail

When an incoming call arrives, you can press the Menu button which will cause the following menu to appear:

Press the custom button next to the To VM soft key to send the caller directly to your voice mailbox. Alternatively, you can press the Menu button to return to the previous display.

Diverting a Call

You can send an incoming call to another extension or to an outside number without answering it.

Tran sfe r

Step 1 Press the Transfer button .

Step 2 Enter the number, or press the extension's custom key.

Step 3 Wait for the timeout period to expire, or simply hang up the

handset, to complete the transfer to an extension.

Answering Additional Calls

With the appropriate permissions (set by your system administrator), your 212k phone can receive up to 12 incoming calls at once simply by pressing one of the custom buttons which has been programmed for a call appearance. If you receive an incoming call while you are on the phone, you can press the custom call appearance key to answer the incoming call, and the current call will automatically be put on hold.

Transferring a Call

To transfer a call from your extension to another number:

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).

Step 3 Speak to the recipient before transferring.

After consultation, press the Yes soft key to complete the transfer, or press the No soft key to abandon the transfer and return to the original call.

Making a Conference Call

To conference a party into a connected call:

Step 1 Press the Conference button . The call is put on hold.

Step 2 Enter the extension of the party you would like to

conference.

Step 3 When the far end answers, you can consult with the party

and press the “Yes” soft key to complete the conference. Otherwise, press the “No” soft key to disconnect the party you added and to return to the original call.

You can list the conference call participants by pressing the Menu button (List). To drop one of the parties, press the associated button for that party and confirm with “Yes” to

drop the party or “No” to return to the list.

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

Tran sfe r

Confe rence

Using the Intercom

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

Step 1 Press .

Step 2 Enter the party’s extension, or press the custom key

Inte rco m

associated with the extension.

Step 3 To end the call, press the Speakerphone button .

NOTE An intercom call overrides the call handling mode on the dialed

extension. This allows you to intercom even when the dialed extension is forwarded 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 212k 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 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.

Hold

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 or received, including those you missed, which are denoted by the icon. To redial a call:

Step 1 Press . Press it again to dial the last number you called.

Redial

Press the Redial button to display a list of previously

Redial

dialed numbers, as shown below.

ShoreTel 212k Redial Interface

Pressing Show button displays date and time number was dialed

Asterisk indicates last dialed number

Press to page up through previous numbers

Press to page down through previous numbers

Press the custom button to the left of the number you want to dial. The custom buttons to the right of the number are disabled when the redial menu is active.

You can press the Select button (Show), followed by one of the custom buttons next to a phone number to display the date and time that call was placed, received, or missed. Alternately, you can press the Menu button to exit.

You can also press the custom buttons associated with the Up and Down soft keys to scroll through dialed numbers, one page at a time.

+ 30 hidden pages