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ShoreTel Communicator

1. 68 Automatically Setting Call Handling Using Outlook 69 Special Features ecc dpa Ege aetna EE 70 OVOIVIOW ib erui washanqa a RR Ra ig eee tine daga be PER a 71 Making Galls ese pr be Ged exi eR Rx qued piden e dor Rd dong d 71 Using the Make Call Dialog BOX 71 Making and Answering Special Calls _ 72 Intervening ina Call 73 Transferring Calls to Special Recipients 73 Parking and Picking Up a Cat 74 Changing Another User s Call Handling Mode 75 Sharing Call Appearance _ 75 Viewing and Adding Information on a Call 76 Using ShoreTel Workgroups 76 Logging into and out of a Workgroup 77 Using Call Wrap Up 0 0 tenes 78 Monitoring Your Queue 1 eee ee 78 Monitoring Agents 79 Monitoring Bridged Call 80 Using a Workgroup Voice Mailbox sseeeee ee eae 81 Transferring Calls from the Contacts Window 81 CUSLOMIZANIONS 06 ii sce uk a eee ew ee ee eee eee EA E sa 82 OVEIVIOW tee VR S Oo RC e pa de a aot baee entre 83 C stomlizations uu esc aos date w Dec aa Rede RR ao c do Dee dcn 83 Configuring Phones u suala suu rn 83 Configuring Call Handling Modes 85 Personalizing Call Handling 86 Specifying Voice Mail Options
2. 88 Enabling Microsoft Outlook Integration Features 90 Specifying Workgroups Options 91 Specifying Telephony Options 92 Specifying Instant Messaging Options 93 Specifying SoftPhone Options 95 Specifying Video Options 95 Choosing Sounds i sesasine a gid A tate PY E ds 96 Identifying the Language to Be Used 97 Personalizing ShoreTel Communicator 97 ShoreTel Communicator for Windows 5 ShoreTel 14 CHAPTER Getting Started VOfVISW Lu uuu 7 ShoreTel Communicator Features r 7 Installing ShoreTel Communicator sese 8 Starting ShoreTel Communicator nennen 8 Automatically starting ShoreTel Communicator s sssssseeesseeernnneerrnnseenr nnne rnrn 8 Manually starting ShoreTel Communicator a 8 The ShoreTel Communicator Window een 10 shoreTel ButlOn mE 11 The Assignment Bar iiie rere due See evened e RA tee e aedes 12 MSc EE 12 El RI 13 Lee UR IS LIa as A dau EAAS EARE E 14 Content Area and Content Windows I a 14 Slalus Bar uu ua aed EC ka aaa And EORR ana dd ET 17 ShoreTel Notification Icon a 17 Organizing Your Desktop 18 Upgrading Shore
3. Click OK Enabling Microsoft Outlook Integration Features By enabling Microsoft Outlook integration you can manage your voice mail contacts and appointments from within Outlook 1 2 ShoreTel 14 From the Options and Preferences window click Outlook The Outlook page is displayed Select the appropriate Contact Upload options These options are m Upload Personal Contacts Uploads your personal Outlook contacts to the ShoreTel server so that these contacts are available to Communicator m Upload Options Select the Outlook folder s from which the personal contacts are uploaded ShoreTel Communicator for Windows 90 EN Customizations 6 Specifying Workgroups Options Open Outlook contacts when calls arrive The Outlook Contacts form opens when you receive a call from an Outlook contact To turn on voice mail integrated with Outlook close Outlook and from the Voice Mail area click Install To turn on calendar integration close Outlook and from the Calendar area click Install Calendar integration enables your call handling mode to be updated by Outlook and the ability to work with ShoreTel Web conferences from within Outlook If you want your active call handling mode to be automatically changed based on appointments in the Outlook calendar select Use Outlook appointments to change Call Handling Mode Calendar integration must be installed to use this option You also need to turn on call handling mod
4. 4 Compose and send the email message Editing the Subject of a Voice Mail You can edit a voice mail subject to provide a more meaningful description of the voice mail From the Outlook Preview pane click on the Subject field of the message and type the new heading in the active field or m From the Outlook Inbox double click on the voice mail whose subject you want to edit In the ShoreTel Voice Mail form on the ShoreTel Voice Mail tab click Edit Subject Type the new subject of the voice mail Then Save Deleting a Voice Mail You can delete a voice mail from within Outlook m From the Outlook Inbox select the voice mail you want to delete and click Delete If the ShoreTel Voice Mail form is already open for the voice mail you want to delete from the ShoreTel Voice Mail tab click Delete The voice mail is moved into the Outlook Deleted Items folder The voice mail remains in the Deleted Items folder until 2 00 am server time when ShoreTel removes messages that are at least 6 hours old Voice messages less than six hours old remain in the Deleted Items folder until 2 00 a m the next day Messages removed from the system cannot be recovered You can restore messages in the Deleted Items folder by moving them back to the Inbox folder after which they are safe from daily maintenance deletion Moving a Voice Mail Just like with email you can move a voice mail to another Outlook folder However when a voice mail is move
5. Assigning an extension Identifying how inbound calls are handled a Enabling additional devices to ring simultaneously Allowing callers to find you Personalizing call handling Assigning an Extension ShoreTel 14 By default you system administrator has assigned you an extension which is designated as your primary phone To make and receive calls from a different phone you must assign your extension to that phone Your extension can be assigned to ShoreTel SoftPhone or any other phone that you configure for this purpose The ability to assign your extension to another phone requires authorization from your system administrator For example if you are remotely connected to your office via a Virtual Private Network VPN you can still manage your calls with ShoreTel Communicator for Mac while receiving your extension calls on an external phone such as your mobile or home office phone Once you have assigned your extension to a phone you can define how incoming calls to that phone are routed Note If you have assigned your extension to SoftPhone when you shut down your computer the extension assignment automatically returns to your primary phone This is not the case with other devices 1 Click on the extension assignment icon on the Assignment bar You can also choose Extension Assignment from the ShoreTel button 2 From the menu choose the phone to which you want to assign your extension The icon on the Assignm
6. Date July 2013 Company Information ShoreTel Inc 960 Stewart Drive Sunnyvale California 94085 USA 1 408 331 3300 1 408 331 3333 fax www shoretel com ShoreTel 14 ShoreTel Communicator for Windows 2 Table of Contents Chapter 1 Chapter 2 ShoreTel 14 Getting Started sous ers arre aE a i 6 OVEIVIOW ACD 7 ShoreTel Communicator Features 7 Installing ShoreTel Communicator lisse nes 8 Starting ShoreTel Communicator 8 Automatically starting ShoreTel Communicator 8 Manually starting ShoreTel Communicator 8 The ShoreTel Communicator Window 10 Shore Tel Button 2 2 ee hed a ad 11 The Assignment Bar onse er E Eer deberse aw EELER d e RUE E a Ri o e 12 TOODA eene eerte qe e ec er ee eR eg eR N Sa ee are E ad 12 GulickDialet e ie eee E EA ge e EA ue RR e LU dub pa RA A qc E 13 Active Call ATER iui dz ue reni Ree udo deem sucus Qus d EE dU deed tes es 14 Content Area and Content Windows 14 Status Bal zzy oaa gale EA a oea RE RI abe ee ke we a ee iN 17 ShoreTel Notification con 17 Organizing Your Desktop 18 Upgrading ShoreTel Communicator 19 Exiting ShoreTel Communicator 20 Making and Managing Calls 21 S DU ETT 22 Specifying Your Communication Device
7. Moving a column 1 Click and hold the heading of the column to be moved 2 Drag the column to the desired location in the column heading area of the window Resizing a column 1 Right click in the window and from the resulting menu choose Fit Column Widths to Text The size of the columns are automatically resized to show fully all information Deleting a column 1 Click and hold the heading of the column to be deleted 2 Drag the column from the window until a large X appears on the column ShoreTel 14 ShoreTel Communicator for Windows 60 ES Presence and Contacts Exporting Contacts Exporting Contacts ShoreTel Communicator allows you to export your contacts for use in another application like Microsoft Excel Note that contacts that have been exported cannot be imported back into ShoreTel Communicator Contacts can be exported to a tab delimited file and a CSV file ShoreTel 14 ShoreTel Communicator for Windows 61 ShoreTel 14 CHAPTER Microsoft Outlook with Shore Tel Communicator askama das 63 Enabling Outlook Integration a aa 63 Working with Outlook Contacts in ShoreTel Communicator 64 Using Outlook with Voice Mail 64 Viewing Presence Status in Outlook 67 Making a Call and Initiating IM 68 Creating and Joining a ShoreTel Web Conference 68 Automatical
8. ShoreTel Communicator for Windows 54 EN Presence and Contacts Presence Icons Presence Icons for IM The following icons indicate IM presence e Available e Busy or On the Phone Away or Be Right Back D o Do Not Disturb a Offline or IM Address Unknown a No IM Address Presence Icons for Combined Status The following icons indicate both voice call and IM presence e Available m e Available for a phone call only o Do Not Disturb C On the Phone m e Do Not Disturb with a phone call D Away e Busy m e Busy on the phone Offline Unknown ShoreTel 14 ShoreTel Communicator for Windows 55 ES Presence and Contacts Presence Icons Viewing Presence Status You can view a colleague s presence status throughout ShoreTel Communicator m The Contacts window The presence of a user is displayed by icons associated with the contact and in the Extn Status and IM Status columns m The Dial gt Make Call gt Make New Call dialog box The presence of a user is displayed by icons associated with the contact m The QuickDialer The presence of a user is displayed by icons associated with the contact Receiving an Alert on Availability You can receive an alert when a contact becomes available to receive a phone call or participate in an IM session 1 From the Contacts window right click on the contact whose availability your want notification and choose Alert When
9. Shorelel Brilliantly simple ShoreTel Communicator for Windows ShoreTel 14 July 2013 Legal Notices Document and Software Copyrights Copyright 1998 2013 by ShoreTel Inc Sunnyvale California USA 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 ShoreTel and logo ControlPoint Brilliantly Simple Brilliantly Simple Communication ShoreCare ShoreGear ShorePhone and ShoreWare are registered trademarks of ShoreTel Inc in the United States and or other countries The ShoreTel logo 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 ShoreTel products are covered by patents as listed at http www shoretel com about patents html Version Information ShoreTel Server 14 ShoreTel Communicator for Windows User Guide Document Part Number 800 1683 01 Version CWUG_14_ 20130106
10. ES Instant Messaging Email and Video Using Video History window Right click on the contact to whom you want to send an email From the resulting menu choose the contact s phone number and then their email address You default email application s window for composing email is automatically opened Using Video Using ShoreTel Communicator s video feature you can m Add video to a voice call m Accept a voice call with video w Join a video conference with LifeSize amp Puta voice call with video on hold Transfer a voice call with video m Enda video session Define how video requests are handled and identify the video camera you want to use refer to the section Specifying Video Options on page 95 for information Note A ShoreTel Communicator does not support video only calls video sessions established with SoftPhone or when Shore Tel Communicator is accessed through remote desktop Many video devices provide options to compensate for poor light conditions Enabling these options may impact the frame rate of the camera Using optimal light conditions is essential to ensure a good image quality and a proper frame rate when making video calls Contact your system administrator for a list of video cameras currently supported by ShoreTel You participate in a video session using the Video window Using the Video Window You use the video window to participate in a video session This window is displayed when you add v
11. In the Ring Additional Phones area select the call handling mode s for which you want additional phones to ring simultaneously Then choose the configured phone s that you want to ring 4 Click OK Allowing Callers to Find You You can provide callers who are automatically routed to your voice mailbox a way to contact you by using the Find Me feature Callers listening to your voice mail message can press 1 to request the ShoreTel system to dial up to two alternate numbers If the ShoreTel system cannot reach you at either of these numbers the caller can then leave you a voice mail Using the Find Me feature 1 From the ShoreTel button choose Options 2 Click Incoming Call Routing from the Options and Preferences window 3 Use the options in the Find Me area to specify if you want callers who are routed to your voice mailbox to be able to contact you These options are When callers reach my voice mail and my Call Handling Mode is Select the call handling mode s for which callers can reach you Find me at the following phones Specify the first and second phones in order to which the call is routed These can be internal extensions or external phones You can find a specific phone number by entering information in the field matches from the directory are displayed as the text is entered Select the number you want Send incoming Caller ID Select if you want the incoming caller s ID sent to the Find Me destination The ca
12. Saving messages Deleting messages Editing the subject heading Changing the status of a message Forwarding messages Exporting messages Viewing information about a voice message Saving Voice Mail Saving a voice mail moves the message from the Inbox or Deleted folder to the Saved folder Note Z If Microsoft Outlook is integrated with your voice mail a voice mail moved into the ShoreTel Communicator Voice Mail window s Saved folder remains in the Outlook Inbox 1 From the Voice Mail window select the voice mail you want to save from the appropriate folder 2 Click Save You can also right click on the message and from the resulting menu choose Move to Saved Folder The message is moved to the Saved folder Messages remain in the Saved folder until you delete them or the maximum time limit set by your system administrator is reached Deleting Voice Mail Voice mail moved to the Deleted folder remains there until 2 00 a m server time at which point ShoreTel removes all messages that are at least 6 hours old Voice mail less than six hours old remains in the Deleted folder until 2 00 a m the next day ShoreTel 14 ShoreTel Communicator for Windows 38 E33 Working with Voice Mail Managing Voice Mail You can recover messages displayed in the Deleted folder right clicking on the message and from the resulting menu choosing either Move to Saved Folder or Move to Deleted Folder The message is moved into the appropriat
13. sssesee RH a 3 50 Adding Video to a Gallu a re eed enti ka Xue aasawa ee edad Y dx 50 Accepting a Call with Video 51 Joining a Video Conference with LifeSize llle eese 51 Putting a Video on Hoh 52 Transferring a Voice Call with Video 52 Ending a Video Session 52 Presence and Contacts 53 hu TT 54 Identifying Presence 54 Presence ICONS iue eb Fx soe e EU ee beg Mee kuya eee 54 Organizing Contacts zs ai ee in aoi a dope ru eed obo dd 57 Uploading Your Contacts 0 00 teens 57 Adding Editing and Deleting Contacts 58 Grouping Contacts sss isiyi ua cette nee 59 Searching for a Contact 59 Changing Contact Views 60 Changing the Order of Contacts 60 Working with Columns 60 Exporting GOntacls 52 3 o ee opes he Ee Sheed el Ups tet fae ed wack des 61 Microsoft Outlook with ShoreTel Communicator 62 QUIM AIC PDT LT 63 Enabling Outlook Integration 63 Working with Outlook Contacts in ShoreTel Communicator 64 Using Outlook with Voice Mail 64 Viewing Presence Status in Outlook 67 Making a Call and Initiating IM 68 ShoreTel Communicator for Windows 4 Table of Contents Chapter 7 Chapter 8 ShoreTel 14 Creating and Joining a ShoreTel Web Conference
14. 23 Using ShoreTel SoftPhone 23 Enabling Handsfree Mode 23 Selecting Your Off Hook Device 24 Defining Call Routing 0 0 cette IA hh 24 Making Calls 27 Answeting a Gall E Rem READ ial dace ed A SERE eed 28 Transferring Calls 29 Routing a Gall sase sca teet ER endeared eed wees E URS B 29 Calls on Hold rrr RR ERE ua upaqa Pe eke ee ed Cure oe XE 30 Recording a Gall uuu usuriy asa ata tex Hay de da 31 M tinga Gall uq oett ea E RARA AAA eee Rer A a 31 Sending Digits While on a Cal 31 Conference Cales 32 Using ShoreTel Web Conferencing 33 ENding a Gall rM 33 ShoreTel Communicator for Windows 3 Table of Contents Chapter 3 Chapter 4 Chapter 5 Chapter 6 ShoreTel 14 Working with Voice Mal 34 TU mM 35 Using the Voice Mail Window 35 Listening to Voice Mail lisse RII ka sss 37 Replying to Voice Mal 37 Managing Voice Ma 38 Creating New Voice Mai 40 Managing Distribution Lists 41 Instant Messaging Email and Vgl lt lt e NN ERR NN xA RE a RERO RR RR Ra eR RR 44 OVEIVIOW su sachaqa data uu rex RACER WR EG eed ae ee vu fee KP ee 45 Using Instant Messaging cessu kartika AA RR II ene 45 The Chat Window 46 Initiating an IM Session 46 U ng EMAN pirita T TIU m 49 Using VISO eddy RR ERI X ede ea ee dub arde wb ea HER E eee e 50 Using the Video Window
15. 29 Rou uting a Calli c M 29 Calls on Hold Em 30 Recording a Call m eiie rccte ida at eu sasa Fus vd ard ener upaya qis 31 die Ez RT 31 Sending Digits While on a Cal 31 Conference Calls A 32 Using ShoreTel Web Conferencing sse 33 Ending a Call m Ta 33 ShoreTel 14 ShoreTel Communicator for Windows 21 EN Making and Managing Calls Overview Overview With ShoreTel Communicator you have integrated telephone to telephone call capabilities This means that you can use either a telephone or your computer to m Specify your communication device Define call routing Make calls Answer calls Transfer calls Route a call m Place a call on hold Record a call Mute a call m Send digits while on a call m Create a conference call End calls Making and managing special types of calls usually done by operators and assistants is explained in Chapter 7 Special Features on page 70 Information on ShoreTel Communicator s Presence feature which you can use to inform colleagues of your and be informed of their availability to receive a call can be found in Chapter 5 Presence and Contacts on page 53 You can customize how ShoreTel Communicator interacts with your communication device by m Suppressing the call waiting tone which is a signal inserted into the audio path during a voice call to alert you of an inbound call Calls that you receive when the call waitin
16. Available 2 If you want to be notified again after a specific amount of time click Snooze To change the amount of time before being notified click the drop down menu and choose the appropriate time frame 3 To place a call to the contact click Call to start an IM session click IM Manually Setting Your Presence Status ShoreTel Communicator automatically adjusts your presence status as you use the system You can also manually set your IM presence status to indicate your availability Manually setting your IM presence status informs other users of whether you can or want to engage in an IM session 1 From the ShoreTel Communicator button choose IM Presence and then the IM status that you want Providing Additional Information on Your IM Status You can attach a note to your IM presence to further explain your status This information appears in the IM Status column of your colleagues Contacts window along with your current state 1 Click the presence icon on the Accessibility bar and from the drop down menu choose Set Status Note You can also choose Set Status Note from the ShoreTel Communicator button IM Presence command 2 Use the resulting dialog box to enter your note and then click OK ShoreTel 14 ShoreTel Communicator for Windows 56 EB Presence and Contacts Organizing Contacts Organizing Contacts Organizing your contacts in the ShoreTel Communicator content windows makes it faster and easier to find
17. Chat window opens and flashes in Windows taskbar If you have selected the Show Incoming Alert Message option an alert appears in the bottom right corner of your monitor 1 Click on the minimized Chat window in the taskbar or anywhere in the alert to maximize or open the Chat window 2 Use the Chat window to participate in the IM session by typing your message in the Input panel and clicking Send Adding Participants to an IM Session An IM session can include two to six participants 1 In the Chat window enter the IM address name or number of the new participant in the Add Participant field 2 Press Enter The new participant is added to the Session Participant list Subsequent messages are sent to all contacts listed in the Session Participant list Saving the Transcript of an IM Session Saving the transcript of an IM session allows you to retrieve the messages if needed You can save the transcript of an individual session or automatically save the transcripts of all your IM sessions to a specific location by selecting the appropriate option 1 From the Chat window click the Save icon ShoreTel 14 ShoreTel Communicator for Windows 47 E Instant Messaging Email and Video Initiating an IM Session 2 Use the resulting dialog box to specify a name and location for the transcript and then click Save Permitting IM Before engaging in an IM session you must specifically permit a contact to communicate with you in
18. Click OK Specifying Incoming Call Routing ShoreTel 14 Once a phone has been identified you can specify how incoming calls to that phone are routed 1 From the Options and Preferences window click Incoming Call Routing The Incoming Call Routing page is displayed From the Incoming calls ring drop down menu choose the configured phone for which you want to identify incoming call routing This is also the phone to which your extension is or will be assigned In the Ring Additional Phones area select the call handling mode s for which you want additional phones to ring simultaneously Then choose the configured phone s that you want to ring Use the options in the Find Me area to specify if you want callers who are routed to your voice mailbox to be able to contact you These options are When callers reach my voice mail and my Call Handling Mode is Select the call handling mode s for which callers can reach you m Find me at the following phones Specify the first and second phones in order to which the call is routed These can be internal extensions or external phones You can find a specific phone number by entering information in the field matches from the directory are displayed as the text is entered Select the number you want m Send incoming Caller ID Select if you want the incoming caller s ID sent to the Find Me destination The caller ID is displayed before you answer the call m Enable record calle
19. Heard or Mark as Unheard as appropriate from the resulting menu Forwarding a Voice Mail ShoreTel 14 Forwarding a voice mail sends the message to another ShoreTel user Note that you can only forward public voice mails voice mails that you have received that are marked private cannot be forwarded You can also forward voice mail using Microsoft Outlook 1 From the Voice Mail window right click on the message you want to forward and choose Forward from the resulting menu You can also click Forward from the toolbar 2 Use the New Voice Mail Message window to specify the recipient s of the voice mail ShoreTel Communicator for Windows 39 E Working with Voice Mail Creating New Voice Mail Exporting a Voice Mail You can export a voice mail to the audio WAV file format for use by other applications Note that you can only export public voice mails voice mails that you have received that are marked private cannot be exported In addition this feature may be disabled by your system administrator to further ensure confidentiality 1 From the Voice Mail window right click the voice mail that you want to export 2 Select Export to wav File from the resulting menu 3 Use the Save As dialog box to specify the name and location of the file and click Save Viewing Information on a Voice Mail Information on a voice mail can be easily viewed from the ShoreTel Communicator Voice Mail window 1 Right click on the message y
20. Receive an alert that a request has been made to add video to a call You can then decide whether to accept or reject the request From the Video camera drop down menu choose the video device that ShoreTel Communicator uses for the video call To configure brightness contrast and saturation settings for the video camera click Configure Camera and use the resulting dialog box Note While many cameras compensate for poor lighting conditions this compensation usually impacts the frame rate of the device Using optimal lighting conditions is essential to ensure the proper frame necessary for good image quality Click OK Choosing Sounds With ShoreTel Communicator you can choose the sounds you want to indicate incoming communication events 1 ShoreTel 14 From the Options and Preferences window click Sounds The Sounds page is displayed From the Select list select the communication event for which you want to specify a sound Use the Sound file drop down menu to choose the WAV audio file that ShoreTel Communicator plays for the selected event If the WAV file you want is not listed in the menu click Browse and use the resulting dialog box to locate and select the file To hear the sound of the audio file click Play Sound Click OK ShoreTel Communicator for Windows 96 EN Customizations Identifying the Language to Be Used Identifying the Language to Be Used You can identifying the language used in the Sh
21. calls you want ShoreTel Communicator to handle at a time The maximum number you can choose is configured by your system administrator 6 Select Show empty call cells in Normal view to display selected active calls in separate rows in the Active Call area of Communicator 7 If you want to see an alert when receiving a voice call select Show incoming call alert 8 To disable the call waiting tone select Suppress call waiting tone for subsequent calls The call waiting tone is a signal inserted into the audio path during a voice call to alert you of an inbound call Calls that you receive when the call waiting tone is suppressed are handled as specified by your active call handling mode 9 Select Suppress dial tone when off hook to use ShoreTel Communicator with a headset or speaker phone instead of a receiver i e in handsfree mode The phone is off hook and the dial tone is suppressed At the conclusion of a call you can initiate a new call without hanging up the phone 10 If you need to dial a prefix to make an external call use the Prefix to dial external number drop down menu to choose the prefix ShoreTel 14 ShoreTel Communicator for Windows 92 11 12 13 14 Specifying Instant Messaging Options If your phone supports wallpaper select an image from the WallPaper drop down list Wallpaper is supported on some ShoreTel color IP phone models You see the list of wallpaper images regardless of whether your phone
22. changes to indicate the specific type of call you want to make 1 Enter the call recipient s name or number in the field at the top Matches from the directory are displayed below as the text is entered 2 Select the call recipient If additional information on the recipient is available this information is displayed in the Extended Information field The Dial Digits field shows the number that will be dialed Click the appropriate button for the type of call you want to make Buttons are only available if the recipient has permission to receive that type of call ShoreTel Communicator for Windows 71 Special Features Making and Answering Special Calls Making and Answering Special Calls ShoreTel Communicator allows you to make and answer the following types of special calls m Intercom Paging system Night bell Making a Call to an Intercom You can place a call simultaneously to multiple users through their intercom Depending on the type of phone being used by the recipients the call is either answered automatically with a preceding announcement or treated as a normal call Intercom calls override the recipient s active call handling mode and ring the extension You must have authorization from your system administrator to make or receive intercom calls m From the Contacts window select the recipients and click Intercom m From the Contacts window right click on the recipients and from the resulting menu choos
23. click Lists on the toolbar 2 Inthe Distribution Lists dialog box select the distribution list and click Prompt Lists that you created are denoted with a leading sign in the number field 3 Use the Prompt Recorder to create your prompt and then click OK The controls are similar to the Playback bar as described in the sections Selecting Your Playback Device on page 36 and Listening to Voice Mail on page 37 Viewing the Members of a Distribution List You can view the members of any type of distribution list 1 Right click in the Voice Mail window and choose Distribution Lists from the resulting menu You can also click Lists on the toolbar 2 Inthe Distribution Lists dialog box select the distribution list and click Edit View Lists that you created are denoted with a leading sign in the number field Broadcast lists have the name Broadcast System lists are associated with an extension in the number field If the distribution list is a broadcast or system list a non editable Distribution List Details window opens with information on the list If the distribution list is one you created an editable Distribution List Details window opens with information on the list Editing Distribution Lists You can change the members of a distribution list you created 1 Right click in the Voice Mail window and choose Distribution Lists from the resulting menu You can also click Lists on the toolbar 2 Inthe Distribution L
24. drop down menus choose the default mode for your Outlook calendar s ON and OFF hours a When my calendar is busy change my Call Handling Mode From the drop down menu choose the default mode for when you have an Outlook calendar appointment Q When my calendar is out of office change my Call Handling Mode From the drop down menu choose the default mode for when your Outlook calendar indicates you are out of office Use your Outlook calendar to indicate available free time and busy hours busy time The Call Handling Mode icon on the ShoreTel Communicator Assignment bar automatically changes to indicate the call handling mode indicated by your calendar ShoreTel uses this mode to handle all incoming calls until you either manually select a different mode or another automatic mode transition is performed by the calendar If you want to set the call handling mode for an open appointment click the Call Handling Mode button From the drop down menu choose the appropriate call handling mode for the appointment Click Save amp Close ShoreTel Communicator for Windows 69 CHAPTER Special Features eur ne 24 Making CANS C aa kaqa 71 Using the Make Call Dialog BOX nnns 71 Making and Answering Special Calle essen 72 Intervening EI ECKE 73 Transferring Calls to Special Recipients 73 Parking and Picking Up a Call 74 Chan
25. if you have been added to that user s authorization list From the Contacts window right click on the user whose call handling mode you want to change and choose CHM Delegation Sharing Call Appearance Shared call appearance allows multiple locations to share an extension number and manage calls Incoming calls ring at the multiple locations simultaneously All devices where call appearance is shared can be used to answer an incoming call or make a call as if it is the main user In addition calls put on hold on one device can be retrieved from any other device sharing that call appearance Shared call appearance is typically established to allow an assistant to manage an executive s calls Shared call appearance requires that your system administrator create an executive extension program a hotline button and establish a hotline circuit between the executive and assistant s Sharing appearance for inbound calls 1 Answer the inbound call for the executive that is indicated on your device by a flashing indicator 2 Determine the caller s name and purpose 3 Place the call on hold 4 Press the hotline button to call the executive 5 Advise the executive of the call on hold and provide instructions on picking up the call Sharing appearance for outbound calls 1 Press the appropriate IP Phone or ShoreTel Communicator button associated with the executive s extension 2 Call the recipient and prepare the recipient for the executiv
26. indicates both phone and IM presence So you can immediately See a contact s phone and IM presence status allowing you to determine the best way to reach them Presence status is also displayed in Microsoft Outlook Never Miss a Call You can choose to be reached through multiple phones or through a progression of escalated phones And if you are unable to answer a phone you can specify that your calls go directly into voice mail Personalize Call Handling Using ShoreTel Communicator you can personalize how your incoming calls are handled based on caller identity when a call was placed and your active call handling mode Calls can be automatically sent to voice mail or to another phone number You can also play specific ringtones based on caller identity Turn Your PC into a Telephone With ShoreTel Communicator s SoftPhone any Microsoft Windows computer can be turned into a telephone to be used in your home office or on the road The ShoreTel Communicator fully integrated interface makes it easy to turn your PC into a telephone ShoreTel Communicator for Windows 7 El Getting Started Installing ShoreTel Communicator Installing ShoreTel Communicator ShoreTel Communicator may already be installed on your system If ShoreTel Communicator is not installed contact your system administrator for the URL of the ShoreTel Communicator Installation page 1 Make sure you have internet connectivity before beginning the installati
27. or XML File ShoreTel 14 Contact your system administrator if you want to upload contacts from a CSV or XML file You must have the option Upload Personal Contacts selected ShoreTel Communicator for Windows 57 ES Presence and Contacts Adding Editing and Deleting Contacts Adding Editing and Deleting Contacts You can add edit and delete contacts from the Contacts Directory History and Speed Dial windows Working with Contacts in the Contacts Window Directory window contacts and personal contacts can be added to and deleted from your Contacts window The information displayed for a personal contact in the Contacts window can also be edited Adding a contact from the Directory window 1 Right click on the contact in the Directory window and from the resulting menu choose Add as a Contact and then choose the contact group to which you want to add the contact 2 Drag a Directory window contact into the desired group in the Contacts window Adding a personal contact 1 Click the Add icon on the Contacts window toolbar You can also right click in the window and from the resulting menu choose Add Contact 2 Inthe Add Contact dialog box enter the name or phone number of the contact in the Contact field and choose the group for the contact from the Group drop down menu Then click OK 3 Use the resulting dialog box to specify additional information on the contact and then click OK The default phone number is the n
28. or device Once transferred the call is removed from the Active Call area Special types of transfers usually done by operators assistants and call center agents is explained in Chapter 7 Special Features on page 70 In the Active Call area click the Transfer icon ch associated with the call You can also Right click on the call you want to transfer in the Active Call area and select Transfer from the resulting menu Select the call in the Active Call area and click Transfer on the Call toolbar The call is placed on hold Using the Transfer dialog box enter the call recipient s name or number in the field at the top Matches from the directory are displayed below as the text is entered Select the call recipient The Dial Digits field shows the number that will be dialed Click Transfer Routing a Call Instead of answering an incoming call you can route the call to your voice mail or route the call to the automated attendant Once routed the call is removed from the Active Call area ShoreTel 14 ShoreTel Communicator for Windows 29 EN Making and Managing Calls Calls on Hold Routing a Call to Voice Mail Generally you route incoming calls to your voice mail m Inthe Active Call area right click on the call you want to route and select To Voice Mail from the resulting menu Select the call in the Active Call area and click To VM on the Call toolbar m Click To VM from an Incoming Call alert
29. resulting menu Select the call and click Add Video on the Call toolbar The Video window opens showing the video participant s Accepting a Call with Video By default the system automatically prompts you to agree to add video to a call You can change this default so that you no longer receive a prompt and the video window opens automatically when the call is connected or to never receive the video portion of a call See the section Specifying Video Options on page 95 for details Joining a Video Conference with LifeSize If your company uses LifeSize high definition video communications products you can use ShoreTel Communicator to join a video conference Contact your system administrator to determine if you can use this feature 1 2 ShoreTel 14 Make a call to the video conference number Add video to the call The Video window opens showing the video participant s ShoreTel Communicator for Windows 51 KS Instant Messaging Email and Video Putting a Video on Hold Putting a Video on Hold If you are engaged in a voice call with video you can put the call on hold Both the audio and video portions of the call are put on hold Note A The Hold feature is not available if the video call is made over a SIP tie trunk 1 In the Video window click Hold 2 Toretrieve the video on hold click Answer Transferring a Voice Call with Video You can transfer a call with video to another person if the follow
30. routing slip and the call note Open the Queue Monitor by clicking on the workgroup icon on the Assignment bar From the menu choose Queue Monitor The Queue Monitor window opens To turn on or off the audio alert the indicates an exceeded threshold click Alert Sound Click Options to customize your Queue Monitor To display the calls of a workgroup in the Call area click the box associated with a workgroup To change the call handling mode for a workgroup click the CHM field for that workgroup and from the resulting menu choose the mode you want The call handling modes are On Hours Off Hours Holiday and Custom The workgroup call handling mode changes the way calls are handled based on the current setting Monitoring Agents ShoreTel 14 For supervisors and other users with the appropriate permissions the Agent Monitor window displays the status of agents for each of your workgroups Agent Monitor also plays an audio alert while a new call rings an agent From the Agent Monitor window you can also make a call pickup a call engage in IM intervene in a call log the agent into or out of a workgroup put the agent in wrap up mode and display status and call handling information More Info icon To do so select the agent and click the appropriate icon on the toolbar 1 2 Open the Agent Monitor by clicking on the workgroup icon on the Assignment bar From the menu choose Agent Monitor The Agent Monitor window ope
31. supports wallpaper If your phone does not support wallpaper and you select and apply a wallpaper image the change has no effect If you want to change the ringtone on your phone select a ringtone from the Ringtone drop down list Not all phones support the full list of ringtones If you select and apply a ringtone that your phone does not support the change has no effect Click Apply Click OK Specifying Instant Messaging Options ShoreTel Communicator allows you to specify alert and IM window options your user name on the IM server IM and presence display options and privacy permissions You can also specify the sound that your computer plays when it receives an instant message For more information see Choosing Sounds on page 96 1 2 ShoreTel 14 From the Options and Preferences window click Instant Messaging Using the Instant Messaging page select the appropriate options and then click Apply These options are m Sign in name and Password The address and password which are configured by your system administrator for instant messaging Show incoming message alert Displays an alert on an incoming IM Show text of message The IM alert displays the text of the incoming message Number of seconds to display alert The amount of time in seconds that the IM alert is displayed Show timestamps The IM window shows the time and date that messages were sent and received m Initiate instant messagin
32. the Phone icon If the contact has more than one phone number in the system choose the phone number you want to call from the drop down menu The call is placed Details on the call are displayed in the ShoreTel Communicator Active Call area Initiating IM from Outlook m From the Outlook Inbox select the contact with whom you want to initiate Select the Home tab gt IM button From the drop down menu choose Reply with IM or Reply All with IM Hover the mouse pointer over a contact name that displays a presence indicator From the Contact Card click the IM icon m From the ShoreTel Voice Mail form on the ShoreTel Voice Mail tab click IM From the drop down menu choose Reply with IM or Reply AII with IM The Chat window opens Use the Chat window to participate in the IM session by typing your message in the Input panel and clicking Send Creating and Joining a ShoreTel Web Conference You can create and join a ShoreTel Web Conference from an open Outlook calendar appointment if you have enabled calendar integration Refer to the ShoreTel Conferencing User Guide for detailed information on ShoreTel Web Conferencing Creating a ShoreTel conference 1 From an open Outlook calendar appointment click Conference A new conference is automatically created and details on the conference are displayed in the body of the appointment ShoreTel 14 ShoreTel Communicator for Windows 68 EN Microsoft Outlook with ShoreTel Communicato
33. this way This is done by Specifying your IM privacy permissions for a contact Responding to a request for IM privacy permission Viewing and changing a contact s IM privacy permission Specifying IM Privacy Permissions By specifying an IM privacy permission for a contact you identify with whom you want to receive IM The following privacy permissions are available Allowed The contact can view your IM presence status and send you an IM request Blocked The contact is denied access to your IM presence status and cannot send you an IM request The contact sees your IM presence status as Offline Pending You have not responded to a contact s request for your IM presence status From the Contacts window right click on a contact and from the resulting menu choose IM Privacy and then the privacy setting your want to assign to the contact Use the Options Instant Messaging Privacy Permissions list as described in the section Specifying Instant Messaging Options on page 93 Responding to an IM Privacy Permission Request ShoreTel 14 You participate in IM sessions only with those contacts who have the Allowed IM privacy permission Colleagues can request this permission in which case an alert notifies you of the request 1 From the alert select the contact s you want to see your IM presence and with whom you want to communicate using IM The IM privacy permission for the selected contact s will be changed to A
34. 19 for details ShoreTel Communicator for Windows 8 El Getting Started 3 10 ShoreTel 14 Manually starting ShoreTel Communicator If this is your first time starting ShoreTel Communicator the Welcome panel is displayed Click Next Set up your ShoreTel account by specifying the following m Server Name The IP address or fully qualified domain name FQDN of the ShoreTel server m User Name Your ShoreTel system user name or domain user name m User Password Your ShoreTel system password or domain password Note By default the Use Windows credentials option is selected causing the fields to be automatically filled in with the appropriate information for your ShoreTel account If you want enter your own information unselect the Use Windows credentials option After starting ShoreTel Communicator you can change this information See the section Specifying Telephony Options on page 92 for information Click Next Note The process of logging you into the ShoreTel server begins If this process takes more than 3 minutes make sure that your browser does not have proxy server settings enabled Contact your system administrator for additional information If the account has been successfully configured click Next Use the resulting panel to change your ShoreTel Communicator password by typing the password in the New Password and Confirm Password fields Then click Next In the Change Your Telephone Password p
35. Communicator when you logon to Windows option first ShoreTel Communicator opens indicating your phone number or extension in the Title bar The ShoreTel Communicator Window ShoreTel 14 The ShoreTel Communicator window is made up of the ShoreTel button Assignment bar Toolbars QuickDialer Active Call area Content area and Content windows Status bar ShoreTel Communicator for Windows 10 3 Getting Started ShoreTel Button The components of your ShoreTel Communicator window may be different depending on how your system administrator has configured the application your platform and the current viewing mode Viewing modes are explained in Choosing a Viewing Mode on page 19 ShoreTel Button Assignment Bar 147 ShoreTel Communicator al xl standard Online Ey windows e ii Toolbar 9 answer aa TO VM en Hang Up f Transfer Conference Hold 285 Send Digits zp Park To AA QuickDialer 3J Enter a name or number gt Zell Bil Rand 118 Outgoing Call 00 06 de Active Call Area Contacts m nt a Add Pickup ze Unpark Dial ee Dial Mailbox I Intercom M whisper Page Barge In E D Find a contact or number EJ Contacts Content Area Bill Rand Es Chris Smith Dirham Pennworth Kip Sherlock Lara Lane L Leo Hassan Loti Seville E Mark Smith EL Martin Lucas x Contacts Voice Mail Direct
36. Once the new call is connected click the Conference icon associated with that call Clicking No Thanks leaves the call in progress on hold and allows you to proceed with the new call The calls are joined into a single conference call ShoreTel Communicator for Windows 32 EN Making and Managing Calls Using ShoreTel Web Conferencing Dropping a participant from a conference 1 In the Active Call area click the Hang Up icon e associated with the call you want to drop 2 Right click on the call in the Active Call area and select Drop from the resulting menu 3 Select the call in the Active Call area and click Drop on the Call toolbar Terminating a conference call all parties 1 In the Active Call area click the Hang Up icon amp associated with the conference 2 Right click on the conference call in the Active Call area and select Hang Up from the resulting menu 3 Select the conference in the Active Call area and click Hang Up on the Call toolbar After terminating the conference call place your extension device back on hook Using ShoreTel Web Conferencing ShoreTel conferencing allows you to create a conference call with up to 30 participants You must have authorization from your system manager to use this feature and need to have a Conference Bridge account From the Windows menu choose Conference Web Portal The Conference Web Portal opens in your browser Refer to the ShoreTel Conferencing User Guide for in
37. Tel Communicator a 19 Exiting ShoreTel Communicator a 20 ShoreTel Communicator for Windows 6 37 Getting Started Overview Overview ShoreTel Communicator presents a single interface to manage business communications using your ShoreTel desk phone computer mobile phone or home telephone This means that you can move seamlessly between voice video or instant messages IM Using ShoreTel Communicator simplifies your day to day communications streamlines your work and makes it easier to stay in the loop by putting intuitive communication and collaboration tools at your fingertips ShoreTel Communicator for Windows also integrates with Microsoft Outlook ShoreTel Communicator Features ShoreTel 14 With ShoreTel Communicator you can Quickly Access Your Directories ShoreTel Communicator provides immediate access to your online directories and personal Microsoft Outlook contacts This feature makes it easy to quickly connect to the right person and to contact coworkers using IM or email Manage your Contacts from within Microsoft Outlook With Microsoft Outlook integration you can manage your voice mail and contacts using a full set of flexible productivity enhancing features This includes the ability from within Outlook to call contacts and define how your calls are handled when in a meeting or appointment Identify a Contact s Phone and IM Presence Uniquely ShoreTel Communicator
38. The alert which appears in the bottom right corner of your monitor screen indicates the caller s name and number Routing a Call to the Automated Attendant If you don t recognize a call or know that the caller intends to reach someone else you may want to route an incoming call to your company s automated attendant m Inthe Active Call area right click on the call you want to route and select To Auto Attendant from the resulting menu m Select the call in the Active Call area and click To AA on the Call toolbar Calls on Hold Placing a call on hold maintains the active status of a call while suspending the conversation This allows you to make another call or perform other activities without losing the call Call details are displayed in the Active Call area including the length of time the call has been on hold If you place a caller on hold and then hang up your telephone rings once after 10 seconds to notify you that a call is on hold If this first reminder is ignored your phone rings on a 60 second interval until you either retrieve or hang up the call Placing a call on hold 1 To place a call on hold double click on the call in the Active Call area 2 Inthe Active Call area click the Hold icon T associated with the call 3 In the Active Call area right click on the call you want to place on hold and select Hold from the resulting menu 4 Select the call in the Active Call area and click Hold on the Call too
39. Workgroup Caller Name Number DNIS Queued Time Call Time More Info Call area Contacts Directory History Speed Dial Call Details Voice Mail Queue Monitor The Queue Monitor s Workgroup area lists the workgroups to which you belong and provides information on each workgroup The Workgroup area is made up of the following columns Workgroup The workgroup name and extension CHM The active Call Handling Mode for the group m Queued Calls The number of calls in the workgroup queue ShoreTel 14 ShoreTel Communicator for Windows 78 Special Features Monitoring Agents Longest Queued Time The longest queue time of all calls in the queue Longest Call Time The longest call time of all calls in the queue This time differs from the longest queue time when calls are returned to the queue after an agent answers it The Call area of the Queue Monitor lists the calls that are in the queues of the workgroups to which you belong The columns of the Call area are Workgroup The call s intended recipient workgroup Caller Name Number The Call ID information for the call Queued Time The period that the call has waited in the queue Call Time The period the call has been active including for calls re entering the queue after being by an agent all periods the call was active and on hold DNIS The DNIS identification number sent by the originating call More Info Miscellaneous call information including the
40. aging Calls on page 21 You can customize the Active Call area by Specifying the number of calls that can be handled by ShoreTel Communicator and listed in the Active Call area Calls that you receive while the Active Call area is full are handled as busy Displaying empty call cells Refer to Specifying Telephony Options on page 92 for details Content Area and Content Windows ShoreTel 14 The Content area displays ShoreTel Communicator content windows By default only the Contents Voice Mail and History windows are available To open the other windows from the Windows menu choose the window you want to open The ShoreTel Communicator content windows are Call Details Contacts m History m Voice Mail Directory m Speed Dial Conference Web Portal ShoreTel Communicator for Windows 14 3 Getting Started Content Area and Content Windows You can easily move between ShoreTel Communicator content windows by clicking the appropriate tab at the bottom of the Content area Content windows can also be displayed in a separate standalone window Refer to Displaying Separate Content Windows on page 18 for details Call Details Window The Call Details window shows information on an active call including the destination or origination of the call and the call routing You can also use the Call Details window to add information on the active call by creating a call note Contacts Window You use the Contacts wi
41. al Mailbox dialog box to locate and select the recipient and then click Dial Mailbox Answering a Call Answering a call is easy with ShoreTel Communicator You are notified of an incoming call in three ways You hear an audible tone from your default device If your default device is your computer you can select the tone that your computer plays m Incoming call information is shown in the Active Call area of ShoreTel Communicator m Acall alert is displayed Incoming call alerts are displayed by default if you want to turn off this feature refer to the section Specifying Telephony Options on page 92 for details ShoreTel 14 ShoreTel Communicator for Windows 28 EN Making and Managing Calls Transferring Calls Details on an incoming call are displayed in the Active Call area Once answered the details associated with the call change to indicate the connected status of the call To answer a call you can Double click on the call in the Active Call area In the Active Call area click the Answer icon eJ associated with the call In the Active Call area right click on the call and select Answer from the resulting menu Select the call in the Active Call area and click Answer on the Call toolbar Click Answer from an Incoming Call alert The alert which appears in the bottom right corner of your monitor screen indicates the caller s name and number Transferring Calls You can transfer a call to another person number
42. all Handling page is displayed ShoreTel Communicator for Windows 86 EN Customizations ShoreTel 14 Personalizing Call Handling 2 Click New Rule From the Personalized Call Handling Setup dialog box select the condition s for the rule then click Next These conditions are Phone number match Matches the caller ID with a parameter s which is specified by clicking on Phone Number Match in the Condition Description field and using the Phone Number Match dialog box To specify a parameter to match the caller ID from the Match Type drop down list choose the parameter enter the number in the associated field and then click OK Click Add or Delete to add or delete parameters to the condition The parameters are Q Specific Number The number that must match the caller ID numbers can be an internal extension or a phone number external to the system Q Every internal number Matches all calls originating from a device within the ShoreTel network a Any internal extension starting with The digits that must match the initial digits of numbers originating from internal callers 3 Every external number Matches all calls originating from a device not located within the ShoreTel network Q Any external extension starting with The digits that must match the initial digits of numbers originating from outside the system Q Off system extension The off system extension that must match the caller ID a Private Matches all call
43. andling mode choose the mode from the Current call handling mode drop down window Select the appropriate options if you want warnings about how the Standard call handling mode is being used when starting up ShoreTel Communicator These options are a Warn when not using Standard Call Handling Mode A warning is displayed if the active call handling mode is not Standard m Warn when Standard Call Handling Mode is set to Forward Always A warning is displayed if the active call handling mode is Standard and the option Forward Calls is set to Always If you want to allow another system user to change your current call handling mode use the Allow these users to change current call handling mode field to find and choose the user Then click Add The user is added to a list in the field below You find a user by entering information on the user in the field matches from the directory are displayed as the text is entered To remove a user from the list of those that can change your current call handling mode select the user in the list and click Remove and then click Apply To change the definition of a call handling mode select the mode in the Options and Preferences window navigation list Using the page for that call handling mode select the appropriate options and then click OK These options are m Record greeting Click to record a greeting that callers hear when they reach your voice mailbox Use the Record bar to record your message
44. anel specify a new password to access your voice mail in the New Password and Confirm Password field and click Next After starting ShoreTel Communicator can change your voice mail password Refer to Specifying Voice Mail Options on page 88 for information Click Next Record your name by clicking the Record button and speaking into your telephone handset or headset When done click Stop Use the Play button and cursor to review the recording When satisfied with the recording hang up Then click Next ShoreTel Communicator for Windows 9 a Getting Started The ShoreTel Communicator Window 11 Getting Started Wizard x Record Your Name ShoreTel 1 Click Record and answer the telephone If you have an IP Phone the speaker will be automatically engaged 2 After the beep speak your name into the telephone 3 Click Stop 4 Click Play to review your recorded name 5 If you re satisfied with your recording hang up the telephone If you re not satisfied click Record and begin again Record Cursor Click Next to continue lt Previous Next gt Cancel After starting ShoreTel Communicator you are able to change how your name is recorded as explained in the section Specifying Voice Mail Options on page 88 In the Congratulations panel click Finish If you want ShoreTel Communicator to automatically start when you log into Windows select the Start ShoreTel
45. anguage used for voice mail audio prompts See the section Specifying Voice Mail Options on page 88 for information For information on ShoreTel Communicator voice mail features integrated with Microsoft Outlook refer to Chapter 6 Microsoft Outlook with ShoreTel Communicator on page 62 You generally work with voice mail using the Voice Mail window Using the Voice Mail Window A list of your voice mails in the order they are received is shown on the Voice Mail window Details on a voice mail include the sender s name and phone number when the message was received and the subject of the message Unheard messages are displayed in bold and messages marked urgent are displayed in red You generally work with voice mail using the Voice Mail window Messages are organized into folders You can select the specific information you want to see in the Voice Mail window The Voice Mail window also contains the Playback bar to control the audio playback of voice messages Opening voice mail 1 Click the Voice Mail tab at the bottom of the Content area 2 Choose Voice Mail from the Windows menu ShoreTel 14 ShoreTel Communicator for Windows 35 Led Working with Voice Mail Using the Voice Mail Window Voice Mail Window Folders The Voice Mail window displays all the voice mails you have received organized into three folders m Inbox m Saved m Deleted The number associated with each folder indicates the number of unheard messages in tha
46. ated with that particular instance of the icon Terminating call recordings 1 Right click on the call in the Active Call area and select Stop Recording from the resulting menu or choose Call Stop Recording Muting a Call Using ShoreTel Communicator you can mute a call so that you can continue to listen to the other party without being heard To must a call select the call in the Active Call area and click the Mute icon B on the Assignment bar The Mute icon changes color to a bright orange Clicking the Mute icon again unmutes the call and changes the icon color back to blue Sending Digits While on a Call While on a call you may need to send digits for example to specify a menu choice or enter a conference code ShoreTel Communicator provides a keypad dialer for this use you cannot make a call using the keypad dialer ShoreTel 14 ShoreTel Communicator for Windows 31 EN Making and Managing Calls Conference Calls If you are using a telephone the keypad dialer is only available for external calls i e calls that are sent to or received from outside the ShoreTel system If you are using SoftPhone the keypad dialer is always available 1 In the Active Call area right click on the call to which you want to send digits and select Send Digits from the resulting menu You can also Select the call in the Active Call area and click the Send Digits icon S55 bar on the Assignment Select the call in the Act
47. available devices select Use only configured devices Available devices are specified in the Microsoft Control Panel Sounds or Sounds and Audio Properties panel From the Audio device area select the device through which you want to access SoftPhone Use the Network adapter drop down menu to choose the network interface card through which SoftPhone makes calls In the Endpoint name field enter the string through which ShoreTel controls SoftPhone as an MGCP device This field is automatically populated after your extension is assigned to SoftPhone Click OK Specifying Video Options If you have the capability to add video to your voice calls you can specify how video requests are handled and the video camera you want to use 1 2 ShoreTel 14 From the Options and Preferences window click Video The Video page is displayed Select Automatically request video when calling to automatically request a video call when initiating voice calls with users authorized for video ShoreTel Communicator for Windows 95 A Choosing Sounds Note This option is only available if the call is made using ShoreTel Communicator and not with a telephone From the Accept video requests from others area select your automatic response to video call requests These options are Always Enable video for all requests Never Reject video for all requests You can still choose to add video once a call has begun m Ask me
48. by clicking the Record button and speaking into your telephone handset or headset When done click Stop Use the Play button and cursor to review the recording When satisfied with the recording click OK Note Z You can have a different recorded greeting for each call handling mode ShoreTel Communicator for Windows 85 Personalizing Call Handling Forward calls Select whether you want your calls to be forwarded Always When no answer or busy or Never If you select either of the first two options you can change the default destination s described in the field below of your forwarded calls by clicking Change Destination Use the resulting dialog box to find and choose the new destination s and then click OK For the option When no answer or busy two destinations are specified the destination when a call is not answered after the specified number of rings and the destination when a call is not answered because the line was busy You find a destination by entering information on the destination in the field matches from the directory are displayed as the text is entered If you are specifying the destination when a call is not answered you can select the number of times the phone rings before being forwarded from the Forward after field When caller presses 0 transfer to To designate a recipient of your calls other than the operator when the caller presses 0 zero while listening to your voice mail greeting find and choose
49. d into a folder the original voice mail remains in the Inbox and an email item is created in the folder with a copy of the voice mail attached as a WAV file To move a voice mail in the Outlook Inbox select the voice mail you want to move and drag it into another folder Viewing Presence Status in Outlook A contact s presence status indicates their availability to engage in IM and voice calls Presence status icons are displayed in Outlook next to a contact s name ShoreTel 14 ShoreTel Communicator for Windows 67 EN Microsoft Outlook with ShoreTel Communicator Making a Call and Initiating IM In order to view a contact s presence status in Outlook make sure to start ShoreTel Communicator first before starting Outlook Information on ShoreTel Communicator s Presence feature including the description of the presence icons can be found in Chapter 5 Presence and Contacts on page 53 Making a Call and Initiating IM With ShoreTel Communicator integrated with Outlook you can make a voice call and initiate IM using ShoreTel Communicator from Outlook m From the Outlook Inbox select the contact you want to call Select the Home tab gt More button From the drop down menu choose Call If the contact has more than one phone number in the system choose the phone number you want to call from the resulting drop down menu or Hover the mouse pointer over a contact name that displays a presence indicator From the Contact Card click
50. e Intercom Choose Dial gt Intercom Use the Intercom dialog box to locate and select the recipients and then click Intercom The call is placed and call details are displayed in the Active Call area Calling Your Overhead Paging System You can call the extension of your site s overhead paging system to broadcast the call through the paging system Your site needs to have a configured paging extension and you must have authorization from your System administrator to call the paging system To call your overhead paging system choose Dial Overhead Page The call is placed and call details are displayed in the Active Call area Answering the Night Bell The Night Bell is an extension that is tied to a site wide signaling device and can be answered only if you have authorization from your system administrator To answer the night bell choose Dial Pickup Night Bell ShoreTel 14 ShoreTel Communicator for Windows 72 Special Features Intervening in a Call Intervening in a Call Using ShoreTel Communicator you can intervene in an existing call To intervene in a call you must have system administration authorization users whose calls can be interrupted must also be authorized ShoreTel Communicator supports the following types of interventions Barge In Allows you to listen to and speak with all call participants m Silent Monitor Makes it possible for you to listen in on a call without any of the call participan
51. e folder Once the message is deleted by the system it cannot be retrieved You can delete a voice message while the message is being downloaded You can also delete voice mail using Microsoft Outlook 1 From the Voice Mail window select the voice mail you want to delete from the Inbox or Saved folder 2 Click Delete You can also right click on the message and from the resulting menu choose Move to Deleted Folder The message is moved to the Deleted folder Editing the Subject Heading By default all voice mails in the Voice Mail window have the subject heading Voice Message and the extension the voice was made from You can create a more descriptive heading to help you easily identify the subject of the message You can also edit the subject of a voice mail using Microsoft Outlook 1 Click on the Subject field of the message and type the new heading in the active field 2 Right click on the voice mail choose Edit Subject from the resulting menu and type the new heading in the active Subject field of the message Changing the Message Status You can manually change a message status to visually indicate that a message is heard or unheard Unheard messages are listed in bold in the Voice Mail window Moving an unheard voice mail from the Inbox to either the Saved or Deleted folders will mark the message as heard 1 From the Voice Mail window right click the voice mail whose status you want to change 2 Choose Mark as
52. e in Outlook as explained in Automatically Setting Call Handling Using Outlook on page 69 Click OK Specifying Workgroups Options If you are using ShoreTel Communicator with Workgroups in a call center you can specify the workgroups to which you belong determine the workgroups that the Queue Monitor and Agent Monitor display and configure thresholds You can also specify the sound that your computer plays when a threshold has been exceeded For more information see Choosing Sounds on page 96 1 ShoreTel 14 From the Options and Preferences window click Workgroups The Workgroups page is displayed Select Show alert when call is in queue to receive a popup alert when a call is in the queue of one of your workgroups Then specify how long the alert is displayed in seconds using the Alert display time field In the list of workgroups to which you belong select the workgroups that you want to display in the Queue Monitor and Agent Monitor If you have the proper permissions you can change the default number of calls required to trigger a threshold exceeded warning in the Queue Monitor To do so click the Calls in Q you want to change for the associated workgroup and specify a new number If you have the proper permissions you can change the default call time required to trigger a threshold exceeded warning in the Queue Monitor To do so click the Queued Time you want to change for the associated workgroup and specify a
53. e s call 3 Place the call on hold ShoreTel 14 ShoreTel Communicator for Windows 75 Special Features Viewing and Adding Information on a Call 4 Press the hotline button to call the executive 5 Advise the executive of the call on hold and provide instructions on picking up the call Viewing and Adding Information on a Call You can view details on a call using ShoreTel Communicator This includes origination and destination information the duration of the call the list of extensions that handled the call and notes on the call added by a participant You can view details on an active call and view details on a previous call Click the More Info icon associated with the call you want details on in the Active Call area m Right click on the call in the Active Call area and select More Info from the resulting menu Choose Call gt More Info The details are shown in the Call Details window If you want to add details to the active call for example to describe the final disposition of the call enter the information in the Add to Call Note field and then press Enter or click The information is prefixed with your name and extension If you need to make changes to the Call Note before the call ends select Allow direct editing of the Call Note The Call Note field becomes active allowing you to type directly in the note 1 In the History window right click on the call on which you want information and then choose Propert
54. eTel Voice Mail form is also displayed in the Preview pane of the Outlook Inbox when a voice mail is selected Selecting Your Playback Device You can listen to your voice mails using either your computer speakers or telephone From the ShoreTel Voice Mail form ShoreTel Voice Mail tab Playback bar use the playback device icon to select your playback device Listening to a Voice Mail A list of your voice mails in the order they are received is shown in the Outlook Inbox Messages that have not yet been heard are displayed in bold You can listen to your messages using either your computer s speakers or your telephone m From the Outlook Inbox select or double click the voice mail that you want to hear Click the Play button of the Playback bar displayed in the Outlook Preview pane or m From the Outlook Inbox double click the voice mail that you want to hear From the ShoreTel Voice Mail form ShoreTel Voice Mail tab Playback bar click the Play button To control the audio playback use the Play Pause and Stop buttons and the cursor on the Playback bar Replying to a Voice Mail Using Outlook you can reply to a voice message by voice mail or telephone call Note A You can only reply to voice mails sent by users of ShoreTel Communicator Replying by voice mail 1 From the Outlook Inbox select the voice mail you want to reply to and click Reply or Reply to All If the ShoreTel Voice Mail form is already open f
55. ed by your system administrator Once parked the call is removed from the Active Call area ShoreTel Communicator supports the following types of park m Park Parks the call at the specified extension with no additional action Park Intercom Parks the call and then calls the recipient s intercom Use this type of park if you first want to contact the recipient of the parked call m Park Page Parks the call and then pages the recipient Use this type of park if you first want to contact the recipient of the parked call Parking a call 1 In the Active Call area right click on the call you want to park and select Park from the resulting menu You can also a Click Park on the Call toolbar a Choose Call Park 2 Use the Park dialog box to locate and select the call recipient and then click the appropriate button for the type of park you want to make ShoreTel 14 ShoreTel Communicator for Windows 74 Special Features Changing Another User s Call Handling Mode Picking up a parked call 1 Choose Dial Pickup Unpark 2 Use the Pickup Unpark dialog box to locate and select the extension you want to pickup and then click Pickup Unparking a call 1 Choose Dial Pickup Unpark 2 Use the Pickup Unpark dialog box to locate and select the park recipient and then click Unpark Changing Another User s Call Handling Mode You can change another user s current call handling mode if you have the proper permissions and
56. ed when you initiate an IM session or when you receive the first message of an IM session By default a separate Chat window opens for each current IM session You can instead choose to have a single Chat window for all your sessions and to be warned before closing the single Chat window with multiple sessions If using a single window you toggle between sessions by clicking on the appropriate chat tab DN 2 Chats Bonnie Hopkins File Edit View Help 2 H Leah Dutton Do you have a moment tp Add Participant Field nie Hopkins has i Bonnie Hopkins What do you need e GE Leah Dutton My projections dont work pocos Chat Tab visible session Leah Dutton need someone to check my numbers geng Bonnie Hopkins Come on over GO Leah Dutton ne Bonnie Hopkins Session Participants Adam Pierce Chat Tab dormant session Bonnie Hopkins is typing a message The party with whom you are chatting is displayed at the top of the window Exchanged text is shown in the Text panel preceded by the name of the party that sent the message The Input panel displays text as you type that you are preparing for the other chat participant s You can move the separator to adjust the size of the Input panel To show information on when a message was sent or received timestamp from the View menu choose Show Timestamp Timestamp information can also be displayed automatically for all messages by selecting the appropriate option The Statu
57. efine or modify an escalation notification profile select the profile in the list and click Edit Use the Escalation Notification Profile dialog box options to specify the profile s definition Then click OK A profile definition includes the following options and can have up to 10 individual steps Profile Name The name of the profile Repeat Count The number of times the escalation is repeated Escalation is also discontinued when the voice mail is marked as Heard For a selected step the options are Timeout The amount of time in minutes that the specified phone will ring with an escalated voice mail before the system sends a notification message Notify me of urgent messages only Only voice mails marked Urgent are escalated ShoreTel allows callers to mark a voice mail as urgent after recording the message Email Notification Options The media and email address the system uses to send an escalated voice mail The delivery options are a Disabled Notification is disabled 3 Email Wave file A copy of the voice mail attached as a WAVE file is sent to the specified email address a Email notification An email message indicating the receipt of a voice message is sent to the specified email address m Telephone Notification Options The phone or pager number the system uses to send an escalated voice mail You can delete an escalation profile by selecting it in the list on the Escalation page and clicking Delete
58. efined m List of contacts and their IM presence permission The contacts and their IM presence permission You create this list by clicking Add and using the Add Permission dialog box to select a contact and their permission Note that this option is only available if your system administrator has configured your Class of Server to User Defined ShoreTel Communicator for Windows 94 T Specifying SoftPhone Options You select a contact by entering information in the Name field matches from the directory are displayed as the text is entered The Permission Type can be either a Allowed IM messages and presence status is available to this contact a Blocked IM messages and presence status is not available to this contact You can change the IM presence permission of a contact by selecting the contact in the list and clicking either Allowed or Blocked To remove a contact from the list select the contact and click Delete If you want to change the sort order of contacts click on the Name column heading the direction of the arrow indicates an ascending or descending sort order Click OK Specifying SoftPhone Options You can specify your SoftPhone device settings 1 From the Options and Preferences window click SoftPhone The SoftPhone page is displayed From the Play and Record drop down menus choose the device to be used by SoftPhone to play and record audio transmissions respectively If you want to restrict the list of
59. ent bar changes to indicate the default phone ShoreTel routes all your calls to this phone 3 If you want to use a phone that is not listed on the menu choose Configure Phones The My Phones page of the Options and Preferences window opens for you to configure the phone ShoreTel Communicator for Windows 24 EN Making and Managing Calls Defining Call Routing Identifying How Incoming Calls Are Handled A call handling mode identifies how your inbound calls are handled in a variety of situations For example when you are away from your desk you may want to play a different greeting and send incoming calls to another phone number ShoreTel provides five call handling modes to identify the manner that your calls are handled in a variety of situations Standard In a Meeting Out of Office Extended Absence and Custom You can configure a call handling mode with warnings about how the Standard call handling mode is being used when starting up ShoreTel Communicator which users can change your call handling mode and the definition of each call handling mode Refer to the section Configuring Call Handling Modes on page 85 for information The active call handling mode is automatically determined on the basis of system schedules maintained by your system administrator You can also Manually set the active call handling mode using ShoreTel Communicator Manually set the active call handling mode through your ShoreTel IP telephone as ex
60. f the transfer then sends the call upon your signal This allows you to introduce the call to the recipient before the transfer Mailbox Transfers the call to the recipient s voice mailbox ShoreTel 14 ShoreTel Communicator for Windows 73 Special Features Parking and Picking Up a Call m Intercom Transfers the call to the system intercom Whisper Allows you to break into an active call and communicate with one party without the other party hearing before transferring the call 1 Select the call you want to transfer in the Active Call area 2 Click Transfer The call is placed on hold 3 Using the Transfer dialog box specify the extension to which you want to transfer the call and then click the button of the action you want Parking and Picking Up a Call Parking a call places the call on hold at another extension This allows you to park a call on one extension and pick it up from a different extension The parked call appears in the recipient s Active Call area as a call on hold Picking up a call if you have authorization from your system administration makes it possible to answer calls from another user s extension Unparking a call is retrieving a call that you previously parked on another extension Calls can be unparked only by the person that originally parked it Bounced calls are unanswered parked calls which are returned to the extension from where they were parked as an incoming call after a period specifi
61. g tone is suppressed are handled as specified by your active call handling mode m Specifying the prefix that must be dialed to make an external call so that you do not have dial the number Choosing the sounds to be played for incoming internal and external calls a Identifying the language used to display your IP phone messages For information see the section Specifying Telephony Options on page 92 ShoreTel 14 ShoreTel Communicator for Windows 22 EN Making and Managing Calls Specifying Your Communication Device Specifying Your Communication Device With ShoreTel Communicator you have the ability to specify the device you want to use to make and receive calls This includes using your computer with ShoreTel SoftPhone using a headset or speaker phone by enabling handsfree mode or using an off hook device like a wireless headset or Bluetooth device Using ShoreTel SoftPhone SoftPhone is a ShoreTel Communicator component that allows you to make calls and use voice mail directly through your computer s audio features You can choose the sounds that SoftPhone plays for incoming internal and external calls for information see section Choosing Sounds on page 96 You can also specify SoftPhone device settings as explained in the section Specifying SoftPhone Options on page 95 SoftPhone is a licensed feature and may need to be enabled by your system administrator Using SoftPhone 1 2 Plug your headset into your compute
62. g when double clicking on a contact in the Contact pane Double clicking on a contact in the Contact window initiates an instant message to that contact Show all chats in single window Shows all IM sessions in a one window Each session is accessed by clicking on a tab Warn me before closing chat window with multiple conversations Displays a prompt each time you attempt to close a chat window with multiple sessions m Save chat transcript to Automatically saves the transcript of all your IM sessions to the specified location My domain user name and Instant Messaging sign in are not the same If your Active Directory user name is different from your IM sign in name enter the user name recognized by the presence server ShoreTel Communicator for Windows 93 EN Customizations Specifying Instant Messaging Options ShoreTel 14 3 To specify presence options click Presence in the Options and Preferences window navigation list 4 Using the Presence page select the appropriate option and then click Apply These options are m one combined telephony and instant messaging presence Displays a single presence icon that indicates the user s combined presence state separate telephony and instant messaging presences Displays two presence icons to indicate the user s telephony and IM presence Set Presence to Idle after specified minutes of activity Your IM presence state is changed to Idle after the specified inacti
63. ging Another User s Call Handling Mode 75 Sharing Call Appearance esent 75 Viewing and Adding Information on a Call 76 Using ShoreTel Workgroups sss enne nnne 76 Logging into and out of a Workoroup nnn 77 Using Call Wrap UD u u IU a ukasa aa aaa adedi rens 78 Monitoring deif Ile OT 78 Monitoring el 79 Monitoring Bridged Calls nennen 80 Using a Workgroup Voice Mailbox AA 81 Transferring Calls from the Contacts Window 1 81 ShoreTel 14 ShoreTel Communicator for Windows 70 Special Features Overview Overview ShoreTel Communicator provides special features for operators assistants and contact center personnel These features are Making a call to an intercom or paging system and answering the night bell Intervening in a call Transferring a call with a consult or whisper and to an intercom or mailbox Parking and picking up a call Changing another user s call handling mode Sharing a call appearance Viewing and adding information on a call Using ShoreTel Workgroups Working with many of these special features often involves using the Make Call dialog box If you are using Contact Center integrated with ShoreTel Communicator refer to the Contact Center Using Agent Toolbar guide for information Making Calls Using the Make Call Dialog Box ShoreTel 14 The Make Call dialog box allows you to make calls to a single contact and to make special calls The title of this dialog box
64. ideo to a call or when you receive a call with video The Video window contains two ports to display both call participants you are displayed in the smaller port Click the Hide Preview button if you only want to see the other participant and close the port showing you Adding Video to a Call Video can be added to either an active voice call or established as a part of a new voice call You can only add video to a call if the following conditions are met Both you and the recipient have a video camera ShoreTel 14 ShoreTel Communicator for Windows 50 KS Instant Messaging Email and Video Accepting a Call with Video Both you and the recipient have authorization from your system administrator The recipient is part of the ShoreTel system The recipient does not have the Never Accept Video Requests from Others option selected as explained in the section Specifying Video Options on page 95 Note Z ShoreTel Communicator does not support video only calls video sessions established with SoftPhone or when ShoreTel Communicator is accessed through remote desktop A In the Active Call area click the Add Video icon Ya associated with the call to which you want to add video Note If you are using a SIP extension you can not add video to the call even through the Add Video icon is displayed Clicking on the icon will not result in video being added to the call You can also Right click on the call and choose Add Video from the
65. ies A stand alone Call Details window opens with information on the call Note that this window contains additional details on the call specifically Name Start Time and Duration 2 If you want to add details to the active call for example to describe the final disposition of the call enter the information in the Add to Call Note field Then press Enter or click The information if prefixed with your name and extension 3 If you need to make changes to the Call Note before the call ends select Allow direct editing of the Call Note The Call Note field becomes active allowing you to type directly in the note Using ShoreTel Workgroups ShoreTel 14 ShoreTel Workgroups is an application for small informal Automatic Call Distribution ACD groups using the ShoreTel system Workgroups support basic call routing agent management reporting and agent activity functions With ShoreTel Workgroups you can Log into and out of a workgroup m Use call wrap up Monitor your queue ShoreTel Communicator for Windows 76 Special Features Logging into and out of a Workgroup Monitor agents Monitor bridged calls m Use a workgroup voice mailbox Transferring calls from the Contacts window You can customize your Workgroups experience by m Showing an alert and defining how long the alert is displayed when a call is in the queue of one of your workgroups m Identify the workgroups that you want to display in the Queue Mo
66. indow The Data Source column indicates the source of a contact To quickly scroll through the contacts in the Directory window press the keyboard End key The focus of the window moves to the last item on the current page ShoreTel 14 ShoreTel Communicator for Windows 16 El Getting Started Status Bar If you want to include fax numbers in the Directory window right click menu select the Show fax numbers option as explained in the section Personalizing ShoreTel Communicator on page 97 From the Directory window you can also a Make phone calls a Initiate an IM session m Create voice mail m Send an email Speed Dial Window The Speed Dial window provides a list of contacts that you can call by speed dialing The first ten contacts in the Speed Dial window are associated with a numeric key In addition to initiating voice calls you can add remove and edit speed dial contacts from this window Conference Web Portal Status The Conference Web Portal window opens in your browser allowing you to make a conference call Refer to the ShoreTel Conferencing User Guide for information Bar The Status bar located at the bottom of the ShoreTel Communicator window displays error and status messages ShoreTel Notification Icon ShoreTel 14 The notification area of the Windows taskbar displays the ShoreTel icon when ShoreTel Communicator is running Re GOT 304PM Resting your cursor on the icon displays your phone nu
67. ing Using the Personalized Call Handling page select the rule you want to delete and click Delete Rule The rule is deleted from the list Click OK Specifying Voice Mail Options Using voice mail options you can specify how your voice mail is recorded and played delivered and escalated In addition you can record a new message and change your voice mail password ShoreTel 14 ShoreTel Communicator for Windows 88 EN Customizations Specifying Voice Mail Options You can specify the sound that is played when a new voice mail is received on the Options and Preferences Sounds page For more information see Choosing Sounds on page 96 You can specify the language used for voice mail audio prompts on the Options and Preferences Language page For more information see Identifying the Language to Be Used on page 97 Specifying Voice Mail Options ShoreTel 14 1 From the Options and Preferences window click Voice Mail 2 Using the Voice Mail page select the appropriate options and then click Apply These options are Play messages using PC speakers Plays voice mail through your computer speakers instead of your phone Record messages using PC microphone Records voice mail through a microphone that accesses your computer s sound card Play envelope information when listening to messages Plays sender and receipt time information prior to listening to a voice mail Change Password Click to change the passw
68. ing conditions are met The transfer recipient has a video camera The transfer recipient has authorization from the system administrator m The transfer recipient is part of the ShoreTel system m The transfer recipient does not have the Never Accept Video Requests from Others option selected as explained in the section Specifying Video Options on page 95 Once transferred the call is removed from the Active Call area 1 Inthe Video window click Transfer 2 Use the Transfer dialog box to locate and select the transfer recipient and then click Transfer Your Video window closes Ending a Video Session If you want to end both the audio and video portions of a call in the Video window click Hangup To end only the video portion of a call close the Video window ShoreTel 14 ShoreTel Communicator for Windows 52 CHAPTEH Presence and Contacts Uu 54 Identifying ProSoNCo enn l u u Su nennen 54 Organizing Contacts cett eee t ur sut ii Dy tea EE au ka sa aaa Fea ker etn pana 57 ShoreTel 14 ShoreTel Communicator for Windows 53 E Presence and Contacts Overview Overview ShoreTel Communicator allows you to identify the presence availability of yourself and other users before receiving or making calls and engaging in IM sessions And you can organize your contacts in the ShoreTel Communicator content windows to make it faster and easier to find the con
69. ists dialog box select the distribution list and click Edit View Lists that you created are denoted with a leading sign in the number field 3 Use the Distribution List Details window to add or remove members from the list and then click OK ShoreTel 14 ShoreTel Communicator for Windows 42 EB Working with Voice Mail Managing Distribution Lists Deleting Distribution Lists You can delete a distribution list you created 1 Right click in the Voice Mail window and choose Distribution Lists from the resulting menu You can also click Lists on the toolbar 2 Inthe Distribution Lists dialog box select the distribution list and click Delete Lists that you created are denoted with a leading sign in the number field ShoreTel 14 ShoreTel Communicator for Windows 43 ShoreTel 14 CHAPTER Instant Messaging Email and Video Melen n 45 Using Instant Messaging uu uu itcr tret te Phi reote tre eet tee ed Ea 45 MI Xenia 46 Initiating an IM Session nennen 46 Using Emallu uuu u dd 49 UEM EE 50 ShoreTel Communicator for Windows 44 E Instant Messaging Email and Video Overview Overview In addition to voice mail ShoreTel Communicator makes it possible to easily communicate using instant messaging email and video Using Instant Messaging Instant messaging IM also known as chat is the real time transmission of text between two or more ShoreTel Communicator u
70. ive Call area and click Send Digits on the Call toolbar 2 Use the keypad dialer to send the digits you want Conference Calls Conference calls are voice calls that involve more than two parties ShoreTel supports conference calls with a maximum of six participants Special types of conference calls usually done by operators assistants and call center agents is explained in Chapter 7 Special Features on page 70 After a conference call is created the Active Call area is updated with details of the conference including the participants You can also drop a participant from a conference or terminate the entire conference Initiating a conference call ShoreTel 14 1 Make a call to a conference participant Once the call is connected in the Active Call area click the Conference icon E associated with the call You can also m Right click on the call in the Active Call area and select Conference from the resulting menu Select the call in the Active Call area and click Conference on the Call toolbar Using the Conference dialog box enter the call recipient s name or number in the field at the top Select the call recipient from the directory matches displayed below as the text is entered The Dial Digits field shows the number that will be dialed Then click Transfer Add additional participants to the conference call by putting the current participant on hold and then make a call to an additional conference participant
71. lbar To retrieve a call on hold 1 Double click on the call in the Active Call area 2 Inthe Active Call area click the Unhold icon A o associated with the call ShoreTel 14 ShoreTel Communicator for Windows 30 EN Making and Managing Calls Recording a Call 3 Select the call in the Active Call area and click Hold on the Call toolbar Recording a Call You can record conversations using ShoreTel Communicator if authorized by your system administrator You can record your own calls or record the calls other system users A tone informs external callers that the call is being recorded The recording is placed in your voice mailbox Once recording starts the details associated with the call in the Active Call area changes to indicate that the call is being recorded ShoreTel conference calls cannot be recorded Recording stops when a call is parked transferred or the recording is terminated Recording your own calls 1 Right click on the call in the Active Call area and select Record from the resulting menu 2 Choose Record from the Call menu Recording other calls 1 Right click on the contact whose call you want to record in the Contact window and select Record from the resulting menu 2 Right click on the agent whose call you want to record in the Agent Monitor window and select Record from the resulting menu 3 Choose Record Extension from the Call toolbar to record the conversation of the extension associ
72. lephone You can also select your playback device using Microsoft Outlook 1 From the Voice Mail window click on the playback device icon on the Playback bar 2 From the drop down menu choose either Play via Telephone or Play via PC Speakers The icon changes to indicate the selected audio device Note Z If you have forwarded your calls to another phone such as your mobile phone choosing Play via ShoreTel 14 Telephone plays the voice mail on that phone ShoreTel Communicator for Windows 36 E33 Working with Voice Mail Listening to Voice Mail Listening to Voice Mail A list of your voice mails in the order they are received is shown in the Voice Mail window Messages that have not yet been heard are displayed in bold You can listen to your messages using either your computer s speakers or your telephone ShoreTel Communicator also allows you to control the audio playback of a voice mail A voice mail icon as located in the Windows desktop Notification area indicates if you have any unheard voice message when you move the pointer over the icon You can also listen to your voice mail using Microsoft Outlook Listening to voice mail from the Voice Mail window 1 Double click on the voice mail you want to listen to 2 Select the voice mail and then click the Play button on the Playback bar When playing a voice mail using the speakers a download indicator is displayed to inform the user that the message is being downl
73. ller ID is displayed before you answer the call Enable record caller s name for Find Me Select to prompt the caller to record their name for calls routed to the Find Me destination The caller s name is then played before you answer the call You can then select Record name even if caller ID is present to require all callers to record their name regardless of the availability of their Caller ID This excludes internal users whose name was previously recorded Automatically find me before playing my greeting instead of caller pressing 1 during greeting Select to route calls to the Find Me destination without requiring the caller to press 1 4 Click OK Personalizing Call Handling You can create personal rules that further define call routing For example you may want to Require unidentified callers to announce their name Assign different ringtones for selected callers such as family or personal contacts Route calls from non urgent sources directly to voice mail or to another extension ShoreTel 14 ShoreTel Communicator for Windows 26 EN Making and Managing Calls Making Calls Personal call handling rules are based on multiple criteria including the time or date a call is received the caller status and caller identity These rules take precedence over the active call handling mode Refer to Personalizing Call Handling on page 86 for information on creating personal call handling rules Making Calls Using Sh
74. llowed All other contacts in the list will have an IM privacy permission of Pending If you want to add the selected contact s to your Contacts window select Add checked names to my Contact list To avoid this alert in the future select Always accept future requests If you want to change any of your Privacy options click Settings The Options and Preferences Instant Messaging Privacy page opens Use this page to make changes to your Privacy options Click OK ShoreTel Communicator for Windows 48 KS Instant Messaging Email and Video Using Email Viewing and Changing IM Privacy Permissions You can view and change IM privacy permissions using either the Contact window or the Options gt Instant Messaging gt Privacy gt Permissions list as described in Specifying Instant Messaging Options on page 93 1 Right click on a contact and from the resulting menu choose IM Privacy The current IM privacy permission is displayed with a check mark 2 To change the IM privacy permission choose the privacy setting your want to assign to the contact Requesting IM Privacy Permission You request IM privacy permissions from those colleagues whose IM presence status you want to see and with whom you want to engage in IM You do so by adding the colleague to your Contacts window Once you have added the colleague to your Contacts window they receive an alert notifying them of your request Your colleague can then decide whethe
75. ly Setting Call Handling Using Outlook 69 ShoreTel Communicator for Windows 62 EN Microsoft Outlook with ShoreTel Communicator Overview Overview A ShoreTel Communicator integrates with Outlook s email contacts voice mail and calendar features This integration makes it possible to work with your Outlook contacts in ShoreTel Communicator In addition from Outlook you can w Display and listen to your voice mail View a contact s presence status Make acall and initiate IM m Create and join a ShoreTel Web conference Automatically set your call handling mode based on Outlook calendar appointments Before using these features you must enable Outlook integration Note ShoreTel Communicator can only be integrated with Outlook 2007 SP2 and Outlook 2010 SP1 both 32 bit and 64 bit Enabling Outlook Integration Before you can use the features provided by integrating Microsoft Outlook with ShoreTel Communicator you must enable Outlook integration 1 From the ShoreTel button choose Options 2 From the Options and Preferences window click Outlook The Outlook page is displayed 3 Select the appropriate Contact Upload options These options are 3 Upload Personal Contacts Uploads your personal Outlook contacts to the ShoreTel server so that these contacts are available to Communicator Q Upload Options Select the Outlook folder s from which the personal contacts are u
76. mber or extension Clicking the icon opens the ShoreTel Communicator window on your desktop By right clicking on the ShoreTel notification icon and choosing the appropriate command from the resulting menu you can do the following without having to open the ShoreTel Communicator window Access the ShoreTel Communicator Dial menu Windows menu and View menu Assign extensions Set your IM presence Identify how your incoming calls are handled ShoreTel Communicator for Windows 17 37 Getting Started Organizing Your Desktop wm Customize ShoreTel Communicator m Get Help m Exit ShoreTel Communicator You can also open the ShoreTel Communicator window on your desktop from the ShoreTel notification icon The ShoreTel notification icon turns gray when ShoreTel Communicator is disconnected from the server Organizing Your Desktop You can organize your desktop to reflect how you use ShoreTel Communicator Your desktop can be organized by Displaying ShoreTel Communicator content windows in a separate standalone window m Choosing a viewing mode m Showing specific ShoreTel Communicator window components Specifying that ShoreTel Communicator is always the top application Displaying Separate Content Windows ShoreTel Communicator content windows can be displayed in a separate standalone window by right clicking on the window header or tab and dragging the window to a place on your desktop A separate window can con
77. nd Content Windows Trunk The system trunk through which the call was conducted Up to 1 000 calls can be listed in the History window calls are added to the window when completed and are listed in the order received or made When the window contents exceeds capacity the oldest records are removed when you next exit ShoreTel Communicator Icons provide a visual indication of the call s history The history icons are LI T o 3 Message m Transferred Voice Mail Window A list of your voice mails in the order they are received is shown on the Voice Mail window Using the Voice Mail window you can select your playback and recording device listen to reply to and create a voice mail and manage your voice mail See Chapter 3 Working with Voice Mail on page 34 for information The Voice Mail window also contains the Playback bar to control the audio playback of voice messages The appearance of the Voice Mail window toolbar can be changed by clicking Customize and using the Customize Toolbar dialog box to m Change the button style Show or hide a button Move a button to a different location on the toolbar To return the toolbar to its default appearance right click on the toolbar and from the resulting menu choose Reset Toolbar Directory Window The Directory window displays contact information for all system users You can upload your Microsoft Outlook contacts and add personal contacts to the Directory w
78. ndow to list the contact you call most frequently You can add entries from the system directory Microsoft Outlook and your personal contacts Then you can group the entries to make it easier to find the contact you want The Contacts window also indicates the presence of a contact The appearance of the Contents window toolbar can be changed by clicking Customize and using the Customize Toolbar dialog box to m Change the button style m Show or hide a button Move a button to a different location on the toolbar To return the toolbar to its default appearance right click on the toolbar and from the resulting menu choose Reset Toolbar From the Contacts window you can also m Make and manage phone calls m Create a voice mail a Initiate an IM session m Send an email History Window ShoreTel 14 The History window displays all previous incoming and outgoing calls You can also make and manage calls from the History window Information on a call is displayed in columns and includes whether the call was incoming or outgoing the name and phone number of the person who made or received the call the date and time of the call and call duration Additional columns provide information on Call Note Shows information associated with the call Account Code Displays the account code associated with a call m GUID A number that identifies a call record ShoreTel Communicator for Windows 15 El Getting Started Content Area a
79. new time Click OK ShoreTel Communicator for Windows 91 EN Customizations Specifying Telephony Options Specifying Telephony Options The telephony options can be used to specify the manner in which ShoreTel Communicator interfaces with your telephone You can also specify the sounds that are played for incoming internal and external incoming calls For more information see Choosing Sounds on page 96 In addition you can specify the language used to display IP phone messages For more information see Identifying the Language to Be Used on page 97 1 From the Options and Preferences window click Telephony The Telephony page is displayed 2 To change servers HQ servers and DVS servers enter the name of the new server in the Server name field Contact your system administrator for information on the correct server name to use 3 If you want to change the user name you use to access ShoreTel Communicator enter a new user name in the User name field click OK and then exit and restart Communicator This field is read only if you are authenticated as a user through Active Directory credentials 4 You can change the password you use to access ShoreTel Communicator by clicking Change Password and using the Change Password dialog box This field is read only if you are authenticated as a user through Active Directory credentials 5 From the Maximum number of active calls to show drop down menu choose the number of active
80. nitor and Agent Monitor m Changing the default number of calls and the amount of call time required to trigger a threshold exceeded warning in the Queue Monitor You must be a supervisor or other user with the proper permissions to make these changes m Selecting an audio alert to indicate an exceeded threshold For information refer to Specifying Workgroups Options on page 91 You need to have the appropriate version of ShoreTel Communicator to use ShoreTel Workgroups and specific Workgroups features If you are using ShoreTel Contact Center integrated with ShoreTel Communicator refer to the Contact Center Using Agent Toolbar guide for information Logging into and out of a Workgroup You receive calls to your workgroup extension when you are available and are logged into the workgroup call If you belong to multiple workgroups you can receive calls from all the workgroups to which you are a member when your status is Available Your workgroup status applies to all your workgroups ShoreTel Communicator displays workgroup status in the Status bar Your call control status appears in the Agent Monitor which advises workgroup supervisors of your availability to accept workgroup calls The workgroup supervisor can also log members in or out of the workgroup Depending on the workgroup s configuration you may also be logged out automatically if you do not answer a workgroup call while logged in 1 Click on the workgroup icon on the As
81. ns ShoreTel Communicator for Windows 79 Monitoring Bridged Calls To change how you view agents right click in the Agent Monitor window and from the resulting menu choose one of the following options 3 Details Shows information on the agent s log status phone number extension status current call handling mode call state of the call currently being handled by the agent number of calls in their call stack and the duration of the call currently being handled by the agent a List Displays the agent s name and log status The List view is the default a Small Icons Organizes the agents into a single list i e not grouped and displays their phone status using small icons a Large Icons Organizes the agents into a single list i e not grouped and displays their phone status using large icons If you want to sort by the number of calls in an agent s call stack click the Calls heading To search for an agent from the search field at the top of the window enter information on the agent Matches are displayed in the window as the text is entered Monitoring Bridged Calls ShoreTel 14 For operators and other users with the appropriate permissions the Bridged Call Appearance Monitor window displays the bridged calls that your extension has been configured to answer A bridged call is an extension that is shared among multiple users 1 Open the Bridge Call Appearances Monitor by choosing ShoreTel button Workg
82. nt to use with those features Configuring a phone involves identifying the phone number to the system and then specifying how incoming calls to that phone are routed Identifying a Phone Number ShoreTel 14 If you want to route your call a phone number other than your primary phone or SoftPhone you need to identify that phone in the ShoreTel system 1 From the Options and Preferences window click My Phones The My Phones page is displayed If the phone you are configuring is your mobile or home phone enter the phone number in the field associated with that type of phone Otherwise enter a name for that phone in a Label field and enter the phone number in the associated field You can find a specific phone number by entering information in the field matches from the directory are displayed as the text is entered Select the number you want ShoreTel Communicator for Windows 83 EN Customizations A 3 Configuring Phones If you want to change the number of times the phone rings before being sent to voice mail and the number you press to answer a call click the button associated with that specific phone Use the Advance Phone Settings dialog box to specify the settings you want and then click OK By default configured phones are set to ring 3 times before being sent to voice mail and to be answered by pressing 1 Note For extensions and mobile phones the Press 1 to answer calls option is not available 4
83. oaded for playback Controlling audio playback of a voice mail 1 From the Voice Mail window use the Play Pause and Stop buttons and the cursor on the Playback bar Play Pause Cursor Je M al 00 00 00 Ten Playback Stop Duration Device Replying to Voice Mail You can reply to a voice mail by voice mail or by contacting the sender through other methods i e making a telephone call replying by IM or sending an email Note Z You can only reply to a voice mail sent by other ShoreTel Communicator users You can only reply by telephone if Caller ID is available for a voice mail You can also reply to voice mail using Microsoft Outlook 1 From the Voice Mail window right click on the message you want to response to and select Reply or Reply to All from the resulting menu You can also click Reply from the toolbar 2 Use the New Voice Mail Message window to create your voice mail response ShoreTel 14 ShoreTel Communicator for Windows 37 E Working with Voice Mail Managing Voice Mail Contacting the sender by other methods 1 2 From the Voice Mail window click Contact Sender from the toolbar Right click on the message you want to response to and choose the appropriate method from the resulting menu If you are making a telephone call details on the call are displayed in the Active Call area Managing Voice Mail You can manage and organize your voice mail displayed in the Voice Mail window by
84. on process then point your browser to the URL of the ShoreTel Communicator Installation page 2 Complete the Install Wizard Starting ShoreTel Communicator You can chose to manually start ShoreTel Communicator or to have ShoreTel Communicator automatically start each time you log onto your system As part of configuring you as a user of ShoreTel Communicator your system administrator initially set your ShoreTel Communicator and voice mail passwords The first time you start ShoreTel Communicator you are prompted to change these passwords to a password that you want to use You are also asked to record your name for use by system and voice mail Automatically starting ShoreTel Communicator 1 2 From the ShoreTel button click Options Click Customization Select the option Start ShoreTel Communicator when you log on to Windows and click OK The next time you start your computer ShoreTel Communicator automatically opens indicating your phone number or extension in the Title bar Manually starting ShoreTel Communicator ShoreTel 14 1 From the Windows desktop click Start Programs ShoreTel ShoreTel Communicator You can also click the ShoreTel Communicator icon on your desktop or in the Windows Start menu to start ShoreTel Communicator 9 If a more recent version of ShoreTel Communicator is available you are presented with the opportunity to upgrade Refer to Upgrading ShoreTel Communicator on page
85. or the voice mail to which you want to reply select the ShoreTel Voice Mail tab and then click Reply or Reply All 2 In the resulting window use the To field to add or remove recipients and the Subject field to change the subject of the new voice mail ShoreTel 14 ShoreTel Communicator for Windows 65 EN Microsoft Outlook with ShoreTel Communicator Using Outlook with Voice Mail 3 To include the original voice mail with your response click Include Original If the message requires immediate attention click Urgent You can also click Private and Return Receipt to indicate if the voice message is of a private nature and if you want notification that the recipient has listened to the message Voice mails marked private cannot be forwarded to another party 4 Click the Record button and speak into your telephone to record your message 5 Click the Stop button when you have finished recording 6 Use the Play Pause button and the cursor to review the message 7 When you are ready to send your recorded message click Send Replying with a telephone call 1 From the Outlook Inbox double click on the voice mail you want to reply to 2 Inthe ShoreTel Voice Mail tab of the ShoreTel Voice Mail form click Contact Sender The call is placed and details on the call are displayed in the Active Area of ShoreTel Communicator Creating a New Voice Mail Using Outlook you can create a new voice mail The process differs slightly depending on
86. ord that protects access to your voice mail Record Name Click to change the recording of your name played to callers when they are routed to your voice mail Notification delivery options Specifies the media the system uses to inform you of the receipt of a voice mail The delivery options are a Disabled Notification is disabled 23 Email Wave file A copy of the voice mail attached as a WAVE file is sent to the specified email address a Email notification An email message indicating the receipt of a voice message is sent to the specified email address Mark delivered voice mail as Heard The notification indicates that the voice mail has been heard Deliver to email address The email address to which notifications are to be sent 3 To define how notifications for new or unheard voice mail is escalated click Escalation in the Options and Preferences window navigation list 4 Using the Escalation page select the appropriate notification option These options are Notify for first unheard message Begins escalating voice mail one at a time The system stops escalating a voice mail when it is marked Heard Notify for each new message Escalates each voice mail allowing for concurrent escalations ShoreTel Communicator for Windows 89 EN Customizations 5 T Enabling Microsoft Outlook Integration Features The active call handling mode determines which escalation notification profile is used If you want to d
87. oreTel Communicator you can easily make a call to a single contact or make a call to a contact s voice mailbox Making special calls usually done by operators assistants and call center personnel is explained in Chapter 7 Special Features on page 70 ShoreTel Communicator helps reduce your attempts to call unavailable parties by identifying the availability presence of a contact to accept your call For information refer to the section Identifying Presence on page 54 Once you have placed a call details of the connected call are displayed in the Active Call area of ShoreTel Communicator Making a Call to a Contact You can make a call to a contact in several ways Calls can be made from The Dial menu The QuickDialer The Contacts History and Directory windows The Speed Dial window An availability alert You can also make a call from the Voice Mail window the Chat window and from Microsoft Outlook Making a Call from the Dial Menu You can make a call from the Dial menu 1 2 3 4 From the ShoreTel button choose Dial Make Call Use the Make New Call dialog box to enter the call recipient s name or number in the field at the top Matches from the directory are displayed below as the text is entered Select the call recipient The Dial Digits field shows the number that will be dialed Click Make Call Making a Call Using the QuickDialer The QuickDialer offers rapid access to directories and per
88. oreTel Communicator user interface by your phone and for voice mail 1 From the Options and Preferences window click Language The Language page is displayed From the Language used in ShoreTel Communicator drop down menu choose the language in which you want ShoreTel Communicator s user interface displayed Click Apply and then use the resulting prompt to exit and restart Communicator Use the Language used by voice mail and IP phones drop down menu to choose the language for your IP phone display messages and voice mail audio prompts Click OK Personalizing ShoreTel Communicator ShoreTel 14 Options are provided to personalize how ShoreTel Communicator starts up and looks 1 From the Options and Preferences window click Customization The Customization page is displayed Select the appropriate options in the General area These options are m Start ShoreTel Communicator when you login to Windows ShoreTel Communicator automatically starts whenever you log in to Windows m Enable drag and drop Window arrangement Enables ShoreTel Communicator content windows to be displayed in a separate standalone window Color scheme The background color chosen from the drop down menu of ShoreTel Communicator windows and panels m Hide ShoreTel Communicator when idle for more than The amount of time ShoreTel Communicator is idle before being hidden The default is 30 seconds ShoreTel Communicator is not hidden if one or mo
89. ory History Speed Dial Call Details Status Bar You can customize the ShoreTel Communicator user interface by specifying the Language used Background color of ShoreTel Communicator windows and panels Amount of time ShoreTel Communicator is idle before being hidden Keyboard focus when ShoreTel Communicator becomes active Refer to Identifying the Language to Be Used on page 97 and Personalizing ShoreTel Communicator on page 97 for details ShoreTel Button The ShoreTel button appears as the ShoreTel logo in the upper left corner of the ShoreTel Communicator window Clicking on the ShoreTel button displays commands for the most common features and to access online Help ShoreTel 14 ShoreTel Communicator for Windows 11 El Getting Started PX 9 Dial Call Windows View Extension Assignment Additional Phones IM Presence Call Handling Default Auto Off Hook Options Ctrl O Help Close Alt F4 b The Assignment Bar The Assignment Bar The Assignment bar allows you to assign your primary phone call handling mode IM presence and connection status and choose the ShoreTel Communicator windows you want to see 757 2169 ShoreTel Communicator Si ES Primary Phone e Standard Online IP Windows lal xi The Assignment bar also displays icons on the right side of the bar that indicate the state of your current calls and voice mail and if there is any trouble er
90. ose not to upgrade by clicking No in the Upgrade Required prompt and the upgrade is required ShoreTel Communicator closes If the upgrade is optional and you click No in the Upgrade Required prompt your current version of ShoreTel Communicator opens You can then upgrade at a later time by choosing Help Upgrade from ShoreTel Communicator ShoreTel 14 ShoreTel Communicator for Windows 19 37 Getting Started Exiting ShoreTel Communicator Exiting ShoreTel Communicator ShoreTel 14 ShoreTel Communicator must be running to monitor the system for messages view presence or engage in chat Closing ShoreTel Communicator simply closes the Communicator window ShoreTel Communicator continues to run in the background The ShoreTel icon is displayed in the notification area of the Windows taskbar when ShoreTel Communicator is running You terminates the running of ShoreTel Communicator by right clicking on the ShoreTel notification icon and choosing Exit ShoreTel Communicator for Windows 20 CHAPTER Making and Managing Calls eu ress 22 Specifying Your Communication Device sse 23 Using ShoreTel SoftPhone tret rene ia EA E E ena 23 Enabling Handsfree Mode AA 23 Selecting Your Off Hook Device nan nn n nac ca 24 Defining Gall BIoUtlng i uu u uu tetti cible nteger tate Era eiue tai 24 Making er UE 27 Answering Me 28 Transferring e UE
91. ou want information on and choose More Info from the resulting menu or click More Info from the toolbar Creating New Voice Mail ShoreTel 14 Using ShoreTel Communicator you can create a new voice mail from the Voice Mail window and the Contacts window You can also use Microsoft Outlook to create a new voice mail Note that you can only send a voice mail to other ShoreTel users Voice messages are recorded using your telephone or a microphone Voice mails can be created for and sent to multiple recipients by selecting a distribution list For more information on distributions lists see Managing Distribution Lists on page 41 By default message length is 2 seconds If you want more time for your voice mails contact your system administrator 1 Click New Message 2 In the New Voice Message window enter the names of the recipient s in the To field If you need help finding a recipient click To Use the Add Remove Members dialog box to create and edit a list of recipients including a distribution list by selecting a recipient and clicking Add or Remove to move the item into the appropriate list You can narrow the possible recipients displayed by choosing the appropriate category from the Show Names From drop down menu Then click OK 3 In the Subject field type the subject of the message 4 If the message requires immediate attention select the checkbox for Urgent You can also select the Private and Return Receipt checkbo
92. ow In addition to adding editing and deleting contacts from the Speed Dial window you can also rearrange the order of the contacts in the list Grouping Contacts Contacts can be grouped in the Contacts window Grouping helps you organize and find your contacts The Contacts window requires at least one group by default this group is named Contacts A contact can be put into multiple groups groups cannot contain subgroups When you first start ShoreTel Communicator the Contacts window displays an explanation of contacts and how they can be added to this window You can add rename and delete groups from the Contacts window Adding a group 1 Right click in the Contacts window and from the resulting menu choose Add Group 2 Use the Add Contact Group dialog box to specify the name of the new group and then click OK 3 Add contacts to the new group by either selecting and dragging existing contacts into the group or by creating a new contact Renaming a group in the Contacts window 1 Right click on the group you want to rename and from the resulting menu choose Rename Group 2 Use the Rename Contact Group dialog box to specify the new name for the group and then click OK Deleting a group from the Contacts window 1 Right click on the group you want to delete and from the resulting menu choose Delete Group Searching for a Contact You can easily search for a specific contact in a window You search by a contact s fi
93. ow and displays only the ShoreTel Communicator button the QuickDialer and the toolbars you want to see in this mode ShoreTel Communicator content windows automatically appear as separate standalone windows Four docked views allow you to dock the ShoreTel Communicator window a side of your monitor screen When ShoreTel Communicator is docked to the top or bottom of the monitor ShoreTel Communicator content windows automatically appear in separate standalone windows To select a viewing mode select ShoreTel Button View and choose the view mode you want When ShoreTel Communicator is next opened it maintains the viewing mode last selected Showing ShoreTel Communicator Window Components You can choose which ShoreTel Communicator components you want to show These components are the Menu bar the toolbars and the Status bar To show a windows component select ShoreTel Button View and choose the window components you want to show Specifying ShoreTel Communicator as Top Application You can specify that ShoreTel Communicator appears always on top of other running applications To specify ShoreTel Communicator as the top application select ShoreTel Button View and choose Always on Top Upgrading ShoreTel Communicator Whenever a new version of ShoreTel Communicator is available you are given the opportunity to upgrade An upgrade may be either required or optional as determined by your system administration If you cho
94. plained in the documentation of your specific telephone Automatically set the call handling mode based on Microsoft Outlook appointments as explained on Automatically Setting Call Handling Using Outlook on page 69 Manually determining a call handling mode from ShoreTel Communicator 1 Click the call handling icon on the Assignment bar You can also choose Call Handling from the ShoreTel Communicator button 2 From the drop down menu select the call handling mode you want for your incoming calls The icon on the Assignment bar changes to indicate the active call handling mode ShoreTel uses this mode to handle all incoming calls until you manually select a different mode or an automatic mode transition is performed by the system schedule Enabling Additional Devices to Ring Simultaneously Additional devices can ring simultaneously when someone calls your extension or your DID number When you answer the call on one of the devices you are connected to the caller and the other devices stop ringing Note that if your system has gone down or you have moved one of the devices you must reconfigure the devices to enable simultaneous ringing Ringing additional devices 1 From the ShoreTel button choose Options 2 Click Incoming Call Routing from the Options and Preferences window The Incoming Call Routing page is displayed ShoreTel 14 ShoreTel Communicator for Windows 25 EN Making and Managing Calls Defining Call Routing 3
95. ploaded Q Open Outlook contacts when calls arrive The Outlook Contacts form opens when you receive a call from an Outlook contact 4 To turn on your voice mail integration with Outlook close Outlook and from the Voice Mail area click Install Note A Both Outlook and Communicator need to be installed to integrate voice mail with Outlook ShoreTel 14 5 To turn on calendar integration close Outlook and from the Calendar area click Install ShoreTel Communicator for Windows 63 EN Microsoft Outlook with ShoreTel Communicator Working with Outlook Contacts in ShoreTel Communicator Calendar integration enables your call handling mode to be updated by Outlook and the ability to work with ShoreTel Web conferences from within Outlook Note Z Both Outlook and Communicator must be installed to enable calendar integration 6 Ifyou want your active call handling mode to be automatically changed based on appointments in the Outlook calendar select Use Outlook appointments to change Call Handling Mode Calendar integration must be installed to use this option You also need to turn on call handling mode in Outlook as explained inAutomatically Setting Call Handling Using Outlook on page 69 7 Click OK Working with Outlook Contacts in ShoreTel Communicator Once you have enabled Outlook integration you can work with your Outlook personal contacts in ShoreTel Communicator This allows you to communicate with contacts that are not pa
96. r Automatically Setting Call Handling Using Outlook 2 When you are ready to start the conference open the appointment and click Join Conference The ShoreTel conference window opens in your browser Joining ShoreTel conference 1 From an open Outlook calendar appointment with a ShoreTel conference click Join Conference The ShoreTel conference window opens in your browser Automatically Setting Call Handling Using Outlook ShoreTel 14 A call handling mode identifies how your inbound calls are handled in a variety of situations ShoreTel provides five call handling modes Standard In a Meeting Out of Office Extended Absence and Custom The active call handling mode is automatically determined on the basis of system schedules maintained by your administrator You can also have your call handling mode automatically set based on appointments in your Outlook calendar 1 Make sure you have selected the Use Outlook appointments to change Call Handling Mode option and installed calendar integration Enable call handling mode in Outlook by choosing from the Outlook File menu Options Add Ins In the View and Manage Microsoft Office Add Ins dialog box click Add in Options Use the options in the ShoreTel Call Handling tab of the Add in Options dialog box to and then click OK These options are 3 Use Outlook Calendar to schedule Call Handling If selected turns on the feature Q Work Week Call Handling Mode From the
97. r s audio outlet Assign your extension to SoftPhone Your extension remains assigned to SoftPhone until you either assign your extension to another device or shut down your computer Use ShoreTel Communicator to make and manage calls as explained in this chapter Enabling Handsfree Mode Enabling handsfree mode makes it possible to use ShoreTel Communicator with a headset or speaker phone The phone is off hook and the dial tone is suppressed At the conclusion of a call you can initiate a new call without hanging up the phone Enabling handsfree mode ShoreTel 14 1 2 From the ShoreTel button choose Options Click Telephony from the Options and Preferences window The Telephony page is displayed Select Suppress dial tone when off hook to use ShoreTel Communicator with a headset or speaker phone instead of a receiver i e in handsfree mode The phone is off hook and the dial tone is suppressed At the conclusion of a call you can initiate a new call without hanging up the phone Click OK ShoreTel Communicator for Windows 23 EN Making and Managing Calls Selecting Your Off Hook Device Selecting Your Off Hook Device If you choose to use ShoreTel Communicator with an off hook device like a wireless headset or Bluetooth device choose the default device from ShoreTel button gt Default Auto Off Hook Defining Call Routing With ShoreTel Communicator you can define how calls to your specified device are routed by
98. r s name for Find Me Select to prompt the caller to record their name for calls routed to the Find Me destination The caller s name is then played before you answer the call You can then select Record name even if caller ID is present to require all callers to record their name regardless of the availability of their Caller ID This excludes internal users whose name was previously recorded Automatically find me before playing my greeting instead of caller pressing 1 during greeting Select to route calls to the Find Me destination without requiring the caller to press 1 Click OK ShoreTel Communicator for Windows 84 EN Customizations Configuring Call Handling Modes Configuring Call Handling Modes ShoreTel 14 A call handling mode determines the manner that your inbound calls are handled in a variety of situations ShoreTel provides five call handling modes Standard In a Meeting Out of Office Extended Absence and Custom You configure whether you want warnings about how the Standard call handling mode is being used when starting up ShoreTel Communicator which users can change your call handling mode and the definition of each call handling mode This definition can include a recorded greeting and specifies how to handle call forwarding in various situations 1 From the Options and Preferences window click Call Handling Mode The Call Handling Mode page is displayed If you want to change your current call h
99. r to assign you an IM privacy permission that allows you to see their IM presence status and engage in IM or not When you initiate an IM session if your colleague has assigned you an IM privacy permission of Allowed you can use the Chat window to engage in the session If instead your colleague has assigned you a Blocked IM privacy permission or is offline you see the error message Failure to send message in the Chat window Making a Call from an IM Session To make a voice call to a participant of a IM session from the Chat window click the Call Participants icon The call is placed Information on the call is displayed in the ShoreTel Communicator Active Call area Ending an Instant Message Session Closing a Chat window terminates the IM session and erases all text unless the transcript from the session has been saved If multiple session are displayed in a single Chat window end a specific session by closing the tab listing that session Using Email With ShoreTel Communicator you send an email using your default email application You can send email from the following locations in ShoreTel Communicator m QuickDialer Use the QuickDialer to locate the recipient of the email then select their email address Contents Directory and Voice Mail windows Right click on the contact to whom you want to send an email and from the resulting menu choose their email address ShoreTel 14 ShoreTel Communicator for Windows 49
100. re calls are active Always move keyboard focus to the Quick Dialer when activating ShoreTel Communicator The keyboard focus is always moved to the Quick Dialer field when ShoreTel Communicator becomes active Use the options in the Quick Dialer area to reflect how you want to use the QuickDialer These options are m Show fax numbers Includes fax numbers in the QuickDialer list and Directory window right click menu m Search by company name Allows searches on company name m Show extension calling actions Displays available methods of contacting filtered extensions ShoreTel Communicator for Windows 97 EN Customizations Personalizing ShoreTel Communicator ShoreTel 14 Show Go arrow Displays a Go arrow on the right of the QuickDialer field Clicking the Go arrow initiates a call to the contact in the field Calls to show in redial Displays the specified type from the drop down menu of recently made and received calls from the Redial icon 4 Click OK ShoreTel Communicator for Windows 98
101. rors with your phone These icons are m bl indicates the current call and on hook phone status and displays the quantity of unanswered calls 910 Shows the number of new voice mails EB The mute status of the current call Toolbars Opens a keypad through which dialing tones DTMF can be sent during active voice calls Toolbars provide single click access to ShoreTel Communicator tasks ShoreTel 14 ShoreTel Communicator for Windows 12 3 Getting Started QuickDialer 9 757 2169 ShoreTel Communicator JO Nx Si 2 Primary Phone e Standard On The Phone Windows 9 el Answer ag To VM ex Hang Up Ex Transfer Conference J Hold IM P Video 22 Send Digits des Park B To AA QuickDialer The QuickDialer offers rapid access to directories and Outlook contacts from which you can make a phone call start an IM session or send an email The QuickDialer can be customized by Including fax numbers for contacts Searching by company name Displaying available methods of contacting filtered extensions Showing a Go arrow on the right of the QuickDialer field Clicking the Go arrow initiates a call to the contact in the field Specifying the type of recently made and received calls displayed from the Redial icon Refer to Personalizing ShoreTel Communicator on page 97 for details Accessing a contact using the QuickDialer 1 From the QuickDialer field drop down menu choo
102. roup Bridged Call Appearance Monitor The Bridged Call Appearance Monitor window opens To change how you view bridged calls right click in the Bridged Call Appearance Monitor window and from the resulting menu choose one of the following options Q Details Shows information on the calls extension stack position call state and call duration a List Displays the call s extension and stack position The List view is the default a Small Icons Organizes the calls into a single list i e not grouped and displays call status using small icons Q Large Icons Organizes the calls into a single list i e not grouped and displays call status using large icons To search for a bridged call from the search field at the top of the window enter information on the call Matches are displayed in the window as the text is entered To access a ringing or parked call select the call and click Retrieve ShoreTel Communicator for Windows 80 Special Features Using a Workgroup Voice Mailbox 5 To display call information including the phone number and call duration select the call and click More Info Monitoring Bridged Calls for the Softphone Analog Phone A For an IPDT phone e g IP 230 that is not a WonderPhone IP212k 230 2309 etc and that uses Button Box tables The Button Box table is used if the IP212k 230 230g etc table is not configured No BCA Monitor is displayed if the IP212k 230 230g etc and the But
103. rst name last name or phone number For the Directory window only you can also search by company name if the appropriate option is selected ShoreTel 14 ShoreTel Communicator for Windows 59 ES Presence and Contacts Changing Contact Views Changing Contact Views You can change how you view contacts in the Contacts window 1 Right click in the Contacts window and from the resulting menu choose one of the following options m Details Shows information on a contact s phone number extension status current call handling mode and alert status m List Displays the contact s name and presence status The List view is the default Small Icons Organizes the contacts into a single list i e not grouped and displays their presence status using small icons m Large Icons Organizes the contacts into a single list i e not grouped and displays their presence status using large icons Changing the Order of Contacts You can change the sort order of contacts in a window by clicking on columns headings with an arrow Working with Columns Information in most content windows are organized in columns In these windows you can add move resize and delete columns to display the information in the way you need Adding a column 1 Right click in the window and from the resulting menu choose Choose Columns 2 From the dialog box drag the column you want to add to the desired location in the column heading area of the window
104. rt of the ShoreTel system Outlook personal contacts in ShoreTel Communicator are listed in the Directory window s Data Source column as Outlook Personal Using Outlook with Voice Mail ShoreTel Communicator can integrate your voice mail with Outlook From within Outlook you can m Select your playback device m Listen to a voice mail Reply to a voice mail m Create a new voice mail Forward a voice mail m Edit the subject of a voice mail Delete a voice mail Move a voice mail into another folder Your voice mails are listed in the Outlook Inbox Voice mails are indicated by a cassette icon and include the phone number or extension of the sender Unheard messages are displayed in bold a red exclamation point is associated with urgent messages If you are upgrading from a previous version of ShoreTel Communicator new voice mail items are displayed in the Outlook Inbox for previously existing voice mails resulting in duplicate items You can delete the older duplicate voice mails since these items no longer contain the voice message ShoreTel 14 ShoreTel Communicator for Windows 64 EN Microsoft Outlook with ShoreTel Communicator Using Outlook with Voice Mail You work with voice mail in Outlook using the ShoreTel Outlook Voice Mail form Using the ShoreTel Outlook Voice Mail Form Double clicking on a voice mail in the Outlook Inbox opens the ShoreTel Voice Mail form which you use to work with voice messages The Shor
105. s bar displays messages for example that the other participant is typing text Initiating an IM Session ShoreTel 14 You can start an IM session with any ShoreTel system user If the contact is offline or has assigned you a Blocked IM privacy permission you see the error message Failure to send message in the Chat window You can also initiate an IM session from Microsoft Outlook 1 Select a contact in the Contacts window and click IM from the window toolbar ShoreTel Communicator for Windows 46 E Instant Messaging Email and Video Initiating an IM Session You can also Double click on a contact in the Contacts window if you have selected the option Initiate instant messaging when double clicking on a contact in the Contact pane m Right click on a contact from the Contacts History Voice Mail and Directory windows and from the resulting menu choose the contact s IM address Use the QuickDialer to locate and select a contact s IM address m From the Active Call area select a call to which you want to add IM and click the IM icon associated with the call m Click IM from an Availability alert Click Send IM from an Incoming Call alert 2 Use the Chat window to participate in an IM session with the contact by typing your message in the Input panel and clicking Send Joining an IM Session When an IM session is initiated from one of your contacts with the IM privacy permission of Allowed the minimized
106. s that are identified by caller ID as private a Out of Area Unknown Matches all calls that caller ID identifies as out of area or unknown am on the phone This condition is satisfied when your phone is busy Call Handling Mode Matches your active call handling mode with a mode which is specified by clicking on Call Handling Mode in the Condition Description field and using the resulting dialog box Time of day This condition is satisfied when a call is received during the a time range which is specified by clicking on Time of Day in the Condition Description field and using the resulting dialog box The actual time is based on your the time zone Day of week This condition is satisfied when a call is received on a day which is specified by clicking on Day of Week in the Condition Description field and using the resulting dialog box The day is based on your the time zone DNIS Match Matches the DNIS of an inbound call with a parameter s which is specified by clicking on DNS Match in the Condition Description field and using the Set dialed number string dialog box to enter the string ShoreTel Communicator for Windows 87 6 Specifying Voice Mail Options Select the action for the rule which is the resolution for a call that matches the specified condition and then click Next These actions are Forward Call to Specific Number Routes the call to a number which is specified by clicking on Forward Call to Specific N
107. se from the list of recent contacts 2 To find a contact that you have not recently been in touch with enter information on the contact in the QuickDialer field matches from the directory are displayed as the text is entered The following information can be entered in the QuickDialer field to find a contact ShoreTel 14 The recipient s name as listed in your directory The recipient s number as listed in your directory A valid phone number as specified by your system Company name if the Search by company name option is selected Refer to Personalizing ShoreTel Communicator on page 97 for more information Address IM address Department name as a name qualifier From the list select method you want to use to contact the recipient ShoreTel Communicator for Windows 13 El Getting Started Active Call Area Active Call Area The Active Call area displays a list of your active calls in the order they are made and received If you have more than one active call new calls are added to the bottom of the list Information on a call includes the caller s name and phone number and the current status of the call Icons provide a visual indication of call status The call status icons shown to the left of the caller details are Incoming Call m Connected Hold m Secure Icons to the right of caller details allow you to manage calls from the Active Call area as explained in Chapter 2 Making and Man
108. sers You can participate in multiple simultaneous IM sessions The features of ShoreTel Communicator IM are Initiating an IM session Joining an IM session m Adding participants to an IM session Saving the transcript of an IM session Permitting IM from a contact Requesting IM privacy permission Making a voice call from an IM session Ending an IM session You can customize your IM experience by Displaying an incoming IM alert Specifying the sound that your computer plays when it receives an instant message Double clicking on a a contact in the Contact window to initiate an instant message m Specifying which information and how it is to be shown in the Chat window Automatically saving all transcripts of your IM sessions to a specific location For details see the section Specifying Instant Messaging Options on page 93 Information on ShoreTel Communicator s Presence feature which you can use to inform colleagues of your and be informed of their availability to engage in IM and voice calls can be found in Chapter 5 Presence and Contacts on page 53 You use the Chat window to send and receive IM messages ShoreTel 14 ShoreTel Communicator for Windows 45 ES Instant Messaging Email and Video The Chat Window The Chat Window Address Bar Function Bar Text Panel Separator Input Panel Status Bar The Chat window allows you to send and receive IM messages This window is display
109. signment bar 2 From the menu choose either Logged In or Logged Out The icon on the Assignment bar changes to indicate your state You can also choose Workgroup Logged In or Workgroup Logged Out from the ShoreTel button ShoreTel 14 ShoreTel Communicator for Windows 77 Special Features Using Call Wrap Up Using Call Wrap Up Call wrap up gives you time between calls to complete notes or finish updates to customer records You are not available to accept calls from the queue when you are in Wrap Up mode After the Wrap Up interval ends you are automatically logged into the workgroup The wrap up interval is defined for each workgroup and configured by your system administrator You can change your Wrap Up status before the interval ends by logging in or out of the workgroup 1 Click on the workgroup icon on the Assignment bar 2 From the menu choose Wrap Up The icon on the Assignment bar changes to indicate your state You are entered into the Wrap Up mode 3 To exit the Wrap Up mode log into or out of your workgroups Monitoring Your Queue ShoreTel Workgroups provides the Queue Monitor window to show the calls that are ringing into your workgroups The Queue Monitor displays in bold red any queue size and queue time thresholds that have been exceeded Queue Monitor x 8 Alert Sound Options Customize Workgroup CHM Queued Calls Longest Queued Time Longest Call Time Workgroup area gt
110. sonal contacts and provides a quick way to make a phone call ShoreTel 14 ShoreTel Communicator for Windows 27 EN Making and Managing Calls Answering a Call 1 From the QuickDialer field select the recipient of the call and then choose the phone number you want to use Making a Call from the Contacts History and Directory Windows The Contacts window list the people or groups you call most frequently The History window displays all previous incoming and outgoing calls And the Directory window displays information for all system users Double click on the contact you want to call m Right click on the contact and choose the phone number from the resulting menu Making a Call from the Speed Dial Window You use the Speed Dial window to initiate and manage calls to your speed dial contacts Double click on the contact you want to call Dial the speed dial number associated with the contact m Right click on the contact and choose Dial from the resulting menu Making a Call from an Availability Alert If you have chosen to receive an alert when a contact becomes available you can make a call directly from the alert Making a Call to a Voice Mailbox If you prefer to leave a voice mail rather than speaking to a recipient you can call their voice mailbox From the Contacts or Directory windows right click on the recipient and from the resulting menu choose Dial Mailbox Choose Dial gt Dial Mailbox Use the Di
111. structions on using ShoreTel Conferencing Ending a Call To end a connected call choose the Hang Up command or Hang Up icon a Hanging up can be done from m In the Active Call area click the Hang Up icon associated with the call a In the Active Call area right click on the call you want to end and select Hang Up from the resulting menu Select the call in the Active Call area and click Hang Up on the Call toolbar ShoreTel 14 ShoreTel Communicator for Windows 33 ShoreTel 14 CHAPTEH Working with Voice Mail m 7 25 Using the Voice Mail Window u 35 Listening to Voice MAI ccoo 37 Replying to Voice Mail AANEREN af Managing Voice Mail ae 38 Creating New Voice Mal 40 Managing Distribution Liste 41 ShoreTel Communicator for Windows 34 E Working with Voice Mail Overview Overview ShoreTel Communicator provides extensive features to work with your voice mail from within ShoreTel Communicator These features are m Selecting your playback device m Listening to voice mail Replying to voice mail Managing voice mail m Creating a new voice mail Managing voice mail distribution lists Using voice mail options you can m Specify how messages are recorded played delivered and escalated m Record a new message m Change your voice mail password m Identify the sound that plays when a new voice mail is received Choose the l
112. t folder The Inbox folder lists all the voice messages in your voice mailbox Messages remain in this folder until moved to the Saved or Deleted folder The Saved folder is a repository for messages that were previously received but are not yet ready for deletion Messages remain in the Saved folder until you delete them or the maximum time limit set by your system administrator is reached Messages moved to the Deleted folder remain there until 2 00 am server time when ShoreTel removes messages that are at least 6 hours old Voice mail messages less than six hours old remain in the Deleted folder until 2 00 a m the next day Messages moved to the Deleted Folder and then subsequently deleted are removed from the system and cannot be recovered You can restore messages in the Deleted Folder by moving them to the Inbox or Saved folders after which they are safe from daily maintenance deletion Specifying display information in the voice mail A You can select the information you want to see in the Voice Mail window by adding removing and changing the display order of the columns in the window You can also change the sort order of a column Note The urgent and message as columns cannot be removed The GUID column displays an internal message identifier that is used for troubleshooting purposes only Selecting Your Playback Device You can listen to your voice mails using either your computer microphone and speakers or your te
113. tacts and information you want Identifying Presence A With ShoreTel Communicator you can identify a contact s presence to accept voice calls IM sessions or both Using presence increases your productivity by reducing attempts to connect with unavailable parties and blocks unwanted attempts to engage in IM ShoreTel Communicator automatically adjusts the presence status of users as they make and receive calls and engage in and end IM sessions users can also manually set their presence status Icons which can be viewed throughout ShoreTel Communicator and Microsoft Outlook integrated with Communicator identify the presence status of a contact And you can choose to receive an alert when a contact becomes available and provide additional information on your IM presence status Note In order to view a contact s presence status in Microsoft Outlook integrated with Communicator make sure to start ShoreTel Communicator first before starting Outlook Presence Icons Icons identify the presence status of a contact and your own presence There are three types of presence icons that represent availability to engage in voice calls IM sessions or both voice calls and IM sessions Presence Icons for Voice Calls ShoreTel 14 The following icons indicate voice call presence LA Available m e Busy On the Phone e Do Not Disturb Calls are automatically forwarded to the recipient s voice mail D Unknown
114. tain more than one content window the additional windows are displayed as tabs Alternatively a separate window can be opened for each content window Separate windows can be combined and a separate window can be dragged back to the Content area if desired Combining separate windows displays drop targets in the receiving window one for each side of the window and one for the center As you move the separate window into a receiving window select the drop target icon representing the area where you want to place the dragged window and then release A preview shadow indicates where the window will be placed Moving a separate window back into the Content area of the ShoreTel Communicator window displays two sets of drop targets The outer targets are used for adding the Content area to hold the window The interior drop targets are used to incorporate the separate window into the existing Content area You must have the Enable Drag and Drop Window Arrangement option selected to display these windows on your desktop as explained in the section Personalizing ShoreTel Communicator on page 97 ShoreTel 14 ShoreTel Communicator for Windows 18 37 Getting Started Upgrading ShoreTel Communicator Choosing a Viewing Mode ShoreTel Communicator provides three viewing modes Normal Miniature and Docked The Normal view contains all ShoreTel Communicator window components The Miniature view is a compact version of the ShoreTel Communicator wind
115. tegration Features 90 Specifying Workgroups Opttons nnn 91 Specifying Telephony Options nennen 92 Specifying Instant Messaging COptions 93 Specifying SoftPhone Options ooooooccccnonocccccnoonoonccnnonnnnncnnnnannncnnnnnnnnnnnnnannnnnnnnns 95 Specifying Video Opttons eene 95 CHOOSING Sounds eee ai ip 96 Identifying the Language to Be Used u 97 Personalizing ShoreTel Communicator seen 97 ShoreTel 14 ShoreTel Communicator for Windows 82 EN Customizations Overview Overview ShoreTel Communicator can be personalized and customized for the way you work This includes Configuring phones Configuring call handling modes Personalizing call handling Specifying voice mail options Enabling Microsoft Outlook integration features Specifying Workgroups options Specifying telephony options Specifying instant messaging options Specifying SoftPhone options Specifying video options Choosing sounds to indicate incoming calls and voice mail messages Identifying the language used by ShoreTel Communicator Personalizing how ShoreTel Communicator starts up and looks You customize ShoreTel Communicator using the Options and Preferences window which can be accessed from the ShoreTel button Options command Customizations Configuring Phones Before you can use ShoreTel features such as Extension Assignment Ring Additional Phones or Find Me you need to first configure the phone you wa
116. the contacts and information you need You can organize your contacts by Uploading your contacts Adding editing and deleting contacts Grouping contacts m Searching for a contact m Changing how you view contacts m Changing the sort order Working with columns Exporting contacts Uploading Your Contacts Using ShoreTel Communicator you can upload your personal contacts from Microsoft Outlook and a comma separated values csv or XML file onto the ShoreTel server Uploading your personal contacts makes these contacts accessible from other versions of ShoreTel Communicator you are using for example ShoreTel Communicator for iPhone Uploading Contacts from Microsoft Outlook A You can display your Microsoft Outlook contacts in ShoreTel Communicator If enabled by your system administration and if the option Upload Personal Contacts is selected by default your personal Outlook contacts are uploaded onto the ShoreTel server and displayed in ShoreTel Communicator If you want to remove all your personal Outlook contacts from ShoreTel Communicator and no longer upload them in the future unselect the Upload Personal Contacts option Note If your uploaded contacts do not appear in Outlook use the following workaround 1 From the Options gt Outlook page unselect the Upload Personal Contacts option and then click Apply 2 Reselect the Upload Personal Contacts option and click OK Uploading Contacts from a CSV
117. the recipient from the associated field You find a recipient by entering information on the recipient in the field matches from the directory are displayed as the text is entered Scheduled mode change If the call handling mode allows for schedule mode changes choose the appropriate schedule from the associated field s drop down menu Schedules are created and maintained by your system administrator Contact your system administrator for a explanation of a schedule or if you need a custom schedule Voice mail escalation profile If you want to assign a voice mail escalation profile to the call handling mode from the drop down list select the profile you want to use A voice mail escalation profile defines a series of contact attempts when you do not respond to an inbound voice message requiring an immediate response These profiles are specified on the Options and Preferences Escalation page For more information see Specifying Voice Mail Options on page 88 Call handling note Enter details about the definition of this call handling mode Personalizing Call Handling Personalizing call handling allows you to create personal rules that further define call routing You can also modify and delete personal rules Z Note You must have the appropriate license to personalize call handling Creating a personal rule 1 ShoreTel 14 From the Options and Preferences window click Personalized Call Handling The Personalized C
118. ton Box tables are not configured For a WonderPhone that uses the IP655 table No BCA Monitor is displayed if the IP655 table is not configured For a SoftPhone or an Analog phone not an IPDT phone that uses the IP655 table The IP212k 230 230g etc and Button Box tables are used if the IP655 table is not configured Note In older releases the IP212k 230 230g etc and Button Box tables took precedence over the IP655 table Using a Workgroup Voice Mailbox Each workgroup has its own workgroup voice mailbox and each member of the workgroup can access this mailbox A list of workgroup voice mails in the order they are received is displayed separately in your Voice Mail window Using the Voice Mail window you can select your playback and recording device listen to replay to and create a voice mail and manage your voice mail See Chapter 4 Instant Messaging Email and Video on page 44 for information Transferring Calls from the Contacts Window ShoreTel 14 As a ShoreTel Workgroups user from the Contacts window you can easily transfer calls Drag and drop an active call to the contact to which you want to transfer the call ShoreTel Communicator for Windows 81 CHAPTEH Customizations OVENI EW A A aeaa eaaa a iaa a aaa aaa 83 TE eut IN 83 Configuring PRONGS e E 83 Configuring Call Handling Modes sess 85 Personalizing Call Handling 86 Specifying Voice Mail Options enne 88 Enabling Microsoft Outlook In
119. ts knowing When a call is being monitored external callers may hear a monitor tone system users are not signaled when their calls are monitored m Silent Coach Allows you to speak to your colleague and listen in on the conversation without the other party on the call knowing Whisper Page Allows you to speak to your colleague without the other party knowing and you are unable to hear the other caller With Whisper Page you are not listening in on the conversation but just communicating with your colleague You can switch between different types of interventions during a call Intervening on a call 1 From the Contacts window click the appropriate icon for the type of intervention you want to perform You can also use the Call menu to choose the appropriate command for the type of intervention you want to perform 2 Using the Make New Call dialog box specify the extension you want to intervene in and then click the button of the action you want Switching intervention types 1 Select the call in the Active Call area 2 Click the icon for the appropriate type of intervention to which you want to switch You can also use right click on the active call and from the resulting menu choose the appropriate command for the type of intervention o which you want to switch Transferring Calls to Special Recipients ShoreTel Communicator supports the following types of special transfers Consult Connects you to the recipient o
120. umber in the Action Description field and using the Forward Call dialog box to choose either Specific Number or Off System Extension and then enter the number Forward Call to Voice Mail Routes the call to your voice mail Forward Call to Auto Find Me Routes the call to your voice mail and then to your Find Me number Forward Call to Announced Find Me Routes the call to your voice mail and then to your Find Me number the caller s name is played before you answer the call a Play Ringtone The phone plays a ringtone which is specified by clicking on Play Ring Tone in the Action Description field and using the Select ring tone dialog box This action is only available for ShoreTel phones that support multiple ringtones Enter a name for this rule and click Finish The rule is displayed in the Personalized Call Handling dialog box The rule is enabled by default Use the Personalized Call Handling dialog box to change whether a rule is enabled and to reorder the list of rules ShoreTel enacts the rules in the order displayed here Click OK Modifying a personal rule 1 2 3 From the Options and Preferences window click Personalized Call Handling Using the Personalized Call Handling page select the rule you want to modify and click Modify Rule Follow steps 3 6 in Creating a personal rule on page 86 Deleting a personal rule 1 2 From the Options and Preferences window click Personalized Call Handl
121. umber that is called when you double click on a contact You can change the default phone number by clicking in the Default field and choosing the number you want from the drop down menu The contact is added to the Contacts window in the group specified Editing a personal contact 1 Right click on the contact and from the resulting menu choose More Info 2 In the Contact Properties dialog box edit the desired fields Then click OK Deleting a contact 1 Right click on the contact and from the resulting menu choose Delete The contact is removed from the Contacts window If the contact is part of the ShoreTel system the contact remains in the Directory window Working with Contacts in the Directory Window You can add edit and delete only personal contacts in the Directory window Contacts that are part of the ShoreTel system cannot be added edited or deleted Your Outlook contacts can also be automatically added to the Directory window as explained in Enabling Microsoft Outlook Integration Features on page 90 ShoreTel 14 ShoreTel Communicator for Windows 58 EN Presence and Contacts Grouping Contacts Deleting Records from the History Window If you want to delete only specific records select the records right click and from the resulting menu choose Delete Record s To delete all records right click in the History window and from the resulting menu choose Clear History Working with Contacts in the Speed Dial Wind
122. uthorization from your system administrator to send messages through a distribution list Distribution lists are indicated by an icon ShoreTel Communicator provides two types of distribution lists System Lists A list of extensions created by your system administrator A Broadcast list is a type of system list that contains every extension in the system m Personal Lists A list created by you for the recipients of a voice mail Managing distribution lists involves Creating a new distribution list Recording a prompt Viewing the list members Editing a distribution list Deleting a distribution list Creating a New Distribution List You can only create user defined distribution lists 1 Right click in the Voice Mail window and choose Distribution Lists from the resulting menu You can also click Lists on the toolbar 2 In the Distribution Lists dialog box click New ShoreTel 14 ShoreTel Communicator for Windows 41 EE Working with Voice Mail Managing Distribution Lists 3 Use the Distribution List Details dialog box to specify the distribution list name identification number and members Then click OK Recording a Distribution List Prompt A distribution list prompt announces the name of the distribution list to recipients You can only record a prompt for the distribution lists you have created 1 Right click in the Voice Mail window and choose Distribution Lists from the resulting menu You can also
123. vity period in minutes 5 To control who can view your IM presence status and send you IM messages click Privacy in the Options and Preferences window navigation list 6 Using the Privacy page select the appropriate option and then click Apply These options are Auto accept invitation All requests for an IM session are accepted When you receive a request a notification alert indicates a requestor was granted access to your IM presence status Prompt to accept invitation You receive an alert that a request has been made for your IM presence status You can then decide whether to accept or reject the request Permissions Displays only contacts with the specified type of IM presence permission chosen from the drop down menu in the list The IM presence permission can be Q Show All Displays all contacts and their IM presence permission Q Show only Allowed Displays all contacts with the IM presence permission of Available IM messages and presence status is available to this contact Q Show only Blocked Displays all contacts with the IM presence permission of Blocked IM messages and presence status is not available to this contact Q Show only Pending Displays those contacts who have requested to exchange IM messages and view your IM presence status and to which you have not responded to their request Note Z This option is only available if your system administrator has configured your Class of Service to User D
124. whether you are using Microsoft Outlook 2007 or Microsoft Outlook 2010 1 Outlook 2007 Choose File New Choose Form 1 Outlook 2010 In the Home tab click New Items Custom Forms ShoreTel Voicemail Form 2 In the Choose Form dialog box select ShoreTel Voice Mail Form and click Open 3 Use the ShoreTel Voice Mail form to compose and send the voice mail Forwarding a Voice Mail You can forward a voice mail to another voice mailbox and as an attachment You can only forward a voice mail to a ShoreTel user s mailbox If you want to send a voice mail to someone outside of the ShoreTel system send it as an attachment Note that you cannot forward a private voice mail i e a voice mail marked as private by the original sender Forwarding voice mail to another voice mailbox 1 From the Outlook Inbox double click on the voice mail you want to forward 2 Inthe ShoreTel Voice Mail form on the ShoreTel Voice Mail tab click Forward 3 Use the resulting window to choose the specifics of the voice mail ShoreTel 14 ShoreTel Communicator for Windows 66 EN Microsoft Outlook with ShoreTel Communicator Viewing Presence Status in Outlook Forwarding voice mail as an attachment 1 From the Outlook Inbox double click on the voice mail you want to forward 2 In the ShoreTel Voice Mail form on the ShoreTel Voice Mail tab click Forward as Attachment 3 Anew email is created with the voice mail attached as an audio WAV file
125. xes to indicate if the voice message is of a private nature and if you want notification that the recipient has listened to the voice mail 5 Click the Record button and speak into your microphone or telephone to record your message The device you use to record a voice mail is determined by your playback device Refer to Selecting Your Playback Device on page 36 for details ShoreTel Communicator for Windows 40 Led Working with Voice Mail Managing Distribution Lists 6 Click the Stop button when you have finished recording 7 Use the Play Pause button and the cursor to review the message 8 When you are ready to send your recorded message click Send Creating a voice mail using the Contacts window 1 Right click on the recipient of the voice mail and from the resulting menu choose Send Message Use the New Voice Message window to compose and send the voice message Use this method if you also want to send the voice mail to additional recipients 2 If you want to send the voice mail directly to the recipient s voice mailbox select the recipient of the voice mail click Dial Mailbox Then using your telephone or headphone leave a voice mail You can also right click on the recipient and from the resulting menu and choose Dial Mailbox Managing Distribution Lists You use distribution lists to send a voice mail to multiple recipients Distribution lists appear as a possible recipient when creating a voice mail You must have a

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