ShoreTel 11 ShoreTel Communicator for Windows Guide USER GUIDES RELEASE 11
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Table of Contents CHAPTER 1 INTRODUCTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 ShoreTel Communicator for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 ShoreTel Communicator Access Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Operating Systems . . . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows Viewing Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Normal Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Miniature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Docked . . . . . . . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows During an Active Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Adjusting the Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Multiple Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows CHAPTER 5 INSTANT MESSAGING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 The Instant Message Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Conducting an IM Conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows Viewer Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding Entries to the Contact List . . . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Distribution List Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Distribution Lists panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing User Distribution Lists . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows Viewer Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Queue Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreTel Communicator for Windows Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Personalized Call Handling . . .
C H A P T E R 1 Introduction 1.1 ShoreTel Communicator for Windows ShoreTel Communicator, formerly known as Call Manager, is the end-user application for all users across an organization, whether an operator, a Contact Center agent, a knowledge worker, or a road warrior. ShoreTel Communicator for Windows is the application for the Windows operating system. 1.
ShoreTel Communicator for Windows 12 Chapter 1: Introduction
Chapter 1: Introduction ShoreTel Communicator for Windows 1.3 System Requirements 1.3.
ShoreTel Communicator for Windows 1.3.2 Chapter 1: Introduction Hardware Requirements Computer Hardware requirements for running ShoreTel Communicator depend on the ShoreTel Communicator type and the use of video. Table 1-1 displays the minimum recommended configuration for computers running ShoreTel Communicator.
C H A P T E R 2 Getting Started 2.1 Introduction This chapter discusses installation issues and describes application preferences. 2.2 Installation ShoreTel Communicator is a .NET Framework 2.0 or higher application. The ShoreTel Communicator installer automatically downloads the correct .NET version if it is not present during the upgrade or install. Users are then prompted to accept the End User License Agreement from Microsoft to proceed with the .NET installation.
ShoreTel Communicator for Windows 2.2.2 Chapter 2: Getting Started 64-bit Platform Support ShoreTel 11 extends support for running ShoreTel Communicator on 64-bit platforms to include Microsoft Windows 7 – Business Enterprise editions. ShoreTel Communicator disables SoftPhone, Video, and Outlook integration while running in Terminal server mode. These functions remain unavailable when running ShoreTel Communicator on 64-bit WTS platforms.
Chapter 2: Getting Started ShoreTel Communicator for Windows To configure ShoreTel Communicator to start when you log into Windows: Step 1 Open Options and Preferences by performing one of the following: • • • • Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the ShoreTel icon in the System Tray and select Options. Press Ctrl+O. Step 2 Select General in the panel on the left side of the window.
ShoreTel Communicator for Windows 2.3.4 Chapter 2: Getting Started Active Directory Integration When ShoreTel Active Directory (AD) Integration is enabled, access to ShoreTel Communicator is available to all system users, including users without domain accounts or not configured as ShoreTel AD users. 2.3.4.
Chapter 2: Getting Started ShoreTel Communicator for Windows 2.4 Usage Preferences 2.4.1 Language Selection ShoreTel Communicator displays menus in all languages available on systems that support multiple languages. You can also specify the language through which the ShoreTel system communicates voice mail audio commands and ShorePhone display messages.
ShoreTel Communicator for Windows Chapter 2: Getting Started Step 2 Select Sounds in the menu on the left side of the window. Step 3 Select the desired event from the event table at the top of the window, located right of the menu. Step 4 Press the Browse button to search for the desired wav file. Section A.2.17 on page 197 describes the Options and Preferences: Sounds panel. 2.4.
C H A P T E R 3 Accessing ShoreTel Communicator 3.1 ShoreTel Communicator Windows ShoreTel Communicator windows provide access to ShoreTel client services. In addition to initiating and managing communication sessions, you can view the presence of other users, adjust your presence, perform Workgroup and Contact Center functions, and access contact information, voice mail, and call history from these windows. 3.1.
ShoreTel Communicator for Windows 3.1.1.2 Chapter 3: Accessing ShoreTel Communicator Satellite Window A Satellite window is a ShoreTel Communicator component that • • displays ShoreTel Communicator viewers. is separated from the Main ShoreTel Communicator window. When the Viewing option is set to Normal or Docked, ShoreTel Communicator can be configured to display viewers either through the main window or through a satellite window.
Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for Windows Voice call alerts contain buttons for accepting the call or sending the call to Voice Mail. Clicking in an Instant Message alert opens the message panel from which the user can respond and continue the conversation. The function and appearance of alerts is the same for all viewing modes. 3.1.2 Window Components The ShoreTel Communicator Main window is the primary window for accessing ShoreTel client services.
ShoreTel Communicator for Windows 3.1.2.3 Chapter 3: Accessing ShoreTel Communicator Assignment Bar The Assignment Bar is located below the Toolbars and above QuickDialer. Each word on the left side of the Assignment bar accesses a drop down menu that lists options for assigning the user’s access device, IM presence setting, and Call Handling Mode, and for displaying Viewers. Workgroup members also assign login status from the Assignment bar.
Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for Windows You can specify the following information when entering the intended call recipient in the QuickDialer data entry field: • • • • • • • • 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.
ShoreTel Communicator for Windows 3.1.2.6 Chapter 3: Accessing ShoreTel Communicator Active Call Area and Call Cells The Active Call Area displays call cells for each voice call that ShoreTel Communicator is handling. The Active Call Area in Figure 3-4 contains one call cell. The Active Call Area can be configured to display the blank call cells by selecting Tools -> Options -> Preferences from the Application Button, Main Menu, or the System Tray context menu.
Chapter 3: Accessing ShoreTel Communicator 3.1.2.7 ShoreTel Communicator for Windows Content Area Content Areas display one or more viewers, such as the Contact List or the Directory List. The ShoreTel Communicator Main window may contain up to eight Content Area regions. Content regions can be dragged from the Main window into a Satellite window. Conversely, Satellite windows can be dragged into the Main window to create a Content Area. 3.1.2.
ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator Figure 3-7 ShoreTel Communicator Main and Satellite Windows To combine two satellite windows: Step 1 Point the mouse cursor at the Title Bar of the window to be moved, then click and hold the left mouse button. Figure 3-7 shows the cursor pointing on the Title Bar of the Contact List. Moving the Satellite window displays Global Drop Targets in the Main window.
Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for Windows As a window receives a Satellite window, it displays a local drop target, as shown in Figure 3-8. Local drop targets contain five icons – one in each of the protruding regions and one in the center. Each icon in the protruding regions represent an edge of the Satellite window. Step 3 Hover the cursor over a selected drop target region until the receiving window displays a preview shadow.
ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator Figure 3-10 Tiled Viewers within a Satellite window Releasing the mouse while hovering over protruding drop target icons results in the Satellite window displaying the viewers as tiled panels, as shown in Figure 3-10. Releasing the mouse while hovering over the center drop target icon results in the Satellite window displaying the viewers as tab panels, as shown in Figure 3-11.
Chapter 3: Accessing ShoreTel Communicator 3.1.3.3 ShoreTel Communicator for Windows Moving a Satellite Window into the Main Window The procedure for moving a Satellite window into the Main window is similar to that for combining two Satellite windows. When moving panels into the Main window, two sets of drop targets appear. The outer targets are used for adding a content area to the window. The interior drop targets are used to incorporate the added panel into an existing content area.
ShoreTel Communicator for Windows 3.2 Chapter 3: Accessing ShoreTel Communicator Viewing Modes ShoreTel Communicator provides three viewing modes for displaying the Main ShoreTel Communicator window: Normal, Miniature, and Docked. When ShoreTel Communicator is opened, it maintains the viewing option setting that was active when it was closed.
Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for Windows Figure 3-15 ShoreTel Communicator Window – Docked Bottom • When ShoreTel Communicator is docked to the left or right side, the window spans the monitor from top to bottom. The width is adjustable. The viewers can appear either in the Main ShoreTel Communicator window or in Satellite windows.
ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator Figure 3-16 ShoreTel Communicator Icon in the System Tray 3.3 Viewers Viewers are lists that display resources available through ShoreTel Communicator including your voice mail, contacts, directory lists, speed dial contacts, and call history. You access Viewers through the Content Area of the Main window or through a Satellite window. The following is a summary of the ShoreTel Communicator viewers.
Chapter 3: Accessing ShoreTel Communicator 3.4 ShoreTel Communicator for Windows Toolbar Customization ShoreTel Communicator allows you to customize toolbars with functionality related to that particular window. By default the buttons on the toolbar display an image and text. ShoreTel Communicator allows the user to configure the appearance of these toolbars.
ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator The button style can be changed by clicking on the style cell will display a drop-down list, where the user can pick one of the available choices: • • • Image and Text Image Only Text Only The Customize button can be customized, but it cannot be removed from the toolbar. If the Show field is unchecked for this button, it will be ignored when the dialog is closed. All other buttons can be hidden and customized.
C H A P T E R 4 Voice Calls 4.1 Introduction ShoreTel Communicator provides a Graphical User Interface for initiating and handling your voice calls. ShoreTel Communicator operations and features that support, handle, and manage your voice calls include: • • • • • • • • 4.
ShoreTel Communicator for Windows 4.2.2 Chapter 4: Voice Calls SoftPhone SoftPhone is a ShoreTel Communicator component that performs voice calls and voice mail functions directly through the computer running ShoreTel Communicator. After users assign their extension to SoftPhone, they use the computer's audio devices to place or receive voice calls and send or receive voice messages. SoftPhone is a licensed feature that requires administrator authorization. Chapter 4 on page 37 describes SoftPhone.
Chapter 4: Voice Calls • • ShoreTel Communicator for Windows Press Ctrl+Shift+O Select Enable Extension Assignment from the Options and Preferences: Extension Assignment panel, as described in Section A.2.5 on page 189. The Extension Assignment option is not available until a phone number is entered into the External Number field located on the Options and Preferences: Extension Assignment panel.
ShoreTel Communicator for Windows 4.3.2 Chapter 4: Voice Calls Call Stack Size The call stack size determines the maximum number of calls that you can handle through ShoreTel Communicator. Calls that you receive while your call stack is full are managed as busy. The call stack size configured through ShoreTel Communicator is subject to the maximum size configured for your extension by the System Administrator. Consult your System Administrator to increase maximum call stack size for your extension.
Chapter 4: Voice Calls ShoreTel Communicator for Windows To access the Call Waiting mode suppression parameter: Step 1 Open Options and Preferences by performing one of the following: • • • • Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the ShoreTel Communicator icon in the System Tray and select Options. Press Ctrl+O. Step 2 Select Telephony in the menu on the left side of the window.
ShoreTel Communicator for Windows Chapter 4: Voice Calls To initiate a voice call through the Make New Call panel: Step 1 Perform one of the following: • • • • • Right click in the Active Call Area and select Make Call. Select Dial -> Make Call from the Main Menu. Click the Application Button and select Dial -> Make Call. Right click the ShoreTel icon in the System Tray and select Dial -> Make Call Press Ctrl+Alt+D ShoreTel Communicator displays the Make New Call dialog box, as shown in Figure 4-2.
Chapter 4: Voice Calls ShoreTel Communicator for Windows 4.5 Managing Incoming Calls 4.5.1 Inbound Call Signals ShoreTel Communicator provides three methods of signaling the receipt of an inbound voice call: • Display a Call Alert in the bottom right corner of your monitor You control the display of Call Alerts from the Options and Preferences: Telephony panel, as described in Section A.2.1 on page 183. Call Alerts are described in Section 3.1.1.3 on page 22.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Figure 4-3 Pickup panel Step 2 Begin entering the user’s name or number in the data entry field at the top of the panel. The table displays a list of user names, filtered by data entry field contents. Step 3 Select the desired user in the table. The Dial Digits field, located above the buttons at the bottom of the panel, lists the user’s number after you select a table entry. Step 4 Press the Pickup button at the bottom of the panel. 4.5.2.
Chapter 4: Voice Calls ShoreTel Communicator for Windows 4.5.3 Rerouting Inbound Calls 4.5.3.1 Sending a Call to Voice Mail ShoreTel Communicator can send your inbound calls to Voice Mail. To send an inbound call to Voice Mail, perform one of the following: • • • • • 4.5.3.2 Click the Application Button and select Call -> To Voice Mail. Select Call -> To Voice Mail from the main menu. Click the To VM icon on the call cell Right click the call cell and select Call -> To Voice Mail. Press Ctrl+Y.
ShoreTel Communicator for Windows 4.5.4 Chapter 4: Voice Calls Automated Call Handling A Call Handling Mode defines call management conditions and tasks for your inbound calls. ShoreWare defines the following five call handling modes for each extension to customize the manner that a user’s calls are handled over a variety of situations. • • • • • Standard In a Meeting Out of Office Extended Absence Custom One call handling mode is always active.
Chapter 4: Voice Calls • ShoreTel Communicator for Windows Holiday schedules: Holiday schedules specify dates. Periods that identify a year are valid once; periods that do not specify a year are valid each year on the listed dates. Holiday schedules take precedence over On-hour schedules during periods covered by each schedule. Figure 4-5 display examples of Holiday Schedules. Figure 4-5 Holiday Schedule Examples • Custom schedules: Custom schedules specify date and time intervals.
ShoreTel Communicator for Windows Chapter 4: Voice Calls • The user’s active call handling mode is Custom during the times listed by the selected Custom schedule unless the user manually changes the mode. The Schedule drop down menu on the Custom call handling mode Preferences panel lists the Custom schedules configured by the administrator. • In a Meeting mode is not associated to a schedule and cannot become active through an automatic mode selection.
Chapter 4: Voice Calls ShoreTel Communicator for Windows Step 2 Enter the name or address of the contact to be granted call handling mode delegation authorization in the data entry field below Allow these users to change current call handling mode. Figure 4-7 Changing Call Handling Mode Delegation Users Step 3 Press the Add button located right of the data entry field. To delete a highlighted user from the authorization list, press the Remove button. 4.5.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Personalized Call Handling filters and manages inbound calls on the basis of multiple criteria including time or date calls are received, end user status, and caller identity. Personalized Call Handling is implemented through Call Routing Plans and Call Routing Rules: • The call routing plan specifies a user’s call handling method. The plan prioritizes a list of enabled Call Handling Rules.
Chapter 4: Voice Calls ShoreTel Communicator for Windows — Phone number match: The phone number match is satisfied when the caller ID of the inbound call is a subset of the specified match type. Users can specify a maximum of ten phone number match entries.
ShoreTel Communicator for Windows Chapter 4: Voice Calls — Forward Call to Announced Find Me: This action routes the call to voicemail, which then forwards the call to the recipient’s Find Me number where the caller’s name is announced to the recipient, as described in Section 4.5.6. — Play Ringtone: This action programs the phone to play the specified ShorePhone ringtone. This action is available only when receiving calls on a ShorePhone that support multiple ringtones.
Chapter 4: Voice Calls ShoreTel Communicator for Windows Figure 4-8 Personalized Call Handling panel To create a Call Handling Rule: Step 1 Press the New Rule button, located at the top of the panel. ShoreTel Communicator displays the Personalized Call Handling Setup panel, as shown in Figure 4-9. Step 2 Select all conditions in the Choose Condition to handle inbound calls section located in the top half of the panel.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Figure 4-9 Personalized Call Handling Setup panel – choosing condition Figure 4-10 Phone Number Match dialog box Step 4 Press the Next button located in the bottom right corner of the Personalized Call Handling Setup panel. The top section displays Choose Action for rule options; and bottom section displays Action Description, as shown in Figure 4-11. Step 5 Select the desired call handling action for calls from the Choose Action for rule list.
Chapter 4: Voice Calls ShoreTel Communicator for Windows The Action Description section, located in the bottom half of the panel, displays the selected action. Figure 4-11 Personalized Call Handling Setup panel – choosing action Step 6 If the selected action in the Action Description section includes hypertext, click the link to display an action dialog box. Selected the desired option in the dialog box and press the OK button.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Figure 4-12 Personalized Call Handling Rule Managing the Call Routing Plan The Call Routing Plan determines the rules that are actively filtering calls and specifies the order that the rules are applied to calls. If the filtering criteria of more than one rule matches a call’s characteristic, the first rule in the list that filters a call determines the handling action for that call.
Chapter 4: Voice Calls ShoreTel Communicator for Windows Figure 4-13 Call Handling Plan with multiple rules 4.5.6 Find Me Find Me call handling allows callers who are routed to your voice mailbox to contact you at alternate devices by pressing “1” while listening to your voice mail greeting. You can specify two numbers for rerouting callers through Find Me. The standard voice mail greeting does not prompt the caller on the availability of Find Me call handling.
ShoreTel Communicator for Windows 4.5.6.1 Chapter 4: Voice Calls Activating Find Me Find Me call handling is enabled during active Call Handling Mode periods that specify Find Me. Refer to Section 4.5.4 on page 46 for information on active call handling modes and configuring call handling mode parameters. 4.5.6.2 Configuring Find Me The Options and Preferences: Find Me panel specifies the Find Me destinations and specify the number of times ShoreTel Communicator rings each Find Me device.
Chapter 4: Voice Calls ShoreTel Communicator for Windows To use the instant messaging feature, follow these steps. Step 1 When the inbound call notification dialogue box is displayed as shown in the Figure above, click the "Send IM" button to initiate an IM chat session with the incoming caller. The following chat window will open and the user will be able to start IM session with the caller an instant message. Figure 4-15IIM Chat Window 4.
ShoreTel Communicator for Windows 4.6.1 Chapter 4: Voice Calls Adjusting the Volume The audio volume is adjusted on the device that is assigned to your extension. Calls are also muted and unmuted from the assigned device. 4.6.2 Handling Multiple Calls The number of voice calls that your extension can simultaneously handle is configured by your administrator.
Chapter 4: Voice Calls 4.6.3.2 ShoreTel Communicator for Windows Using the Transfer Panel The transfer panel, as shown in Figure 4-16, supports transfers, consultative transfers, intercom transfers, mailbox transfers, and whisper pages. Section 4.8.3 on page 75 describes whisper pages. Figure 4-16 Transfer panel To perform a transfer through the Transfer Panel: Step 1 Select the call to be transferred by clicking its call cell.
ShoreTel Communicator for Windows • • • 4.6.3.3 Chapter 4: Voice Calls Press the Intercom button to transfer the call to the intercom system. Press the To Mailbox button to transfer the call to the recipient’s voice mailbox. Press Whisper Page to send a whisper page to the recipient. Guided Transfer ShoreTel Communicator provides Guided Transfer when initiating one call while another call is connected.
Chapter 4: Voice Calls 4.6.3.4 ShoreTel Communicator for Windows Transfer to Voice Mail The Main window provides several options for transferring callers to your voice mailbox. To send a caller to your voice mailbox from ShoreTel Communicator, perform one of the following: • • • • • 4.6.3.5 Right click the call cell and select To Voice Mail Select Call -> To Voice Mail from the main menu. Click the Application Button and select Call -> To Voice Mail.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Figure 4-18 Call on Hold call cell To place the a call on hold, perform one of the following on the call’s cell: • • • • • Click the Hold button on the call cell. Right click the call cell and select Hold Select Call -> Hold from the main menu. Click the Application Button and select Call -> Hold. Press Ctrl+H ShoreTel Communicator indicates the call is on hold in the cell that represents the call.
Chapter 4: Voice Calls ShoreTel Communicator for Windows Figure 4-19 ShoreTel Communicator – Bounced Call icon To park a call, perform one of the following on the call’s cell: Step 1 Perform one of the following: • • • • Right click the call cell and select Park Select Call -> Park from the main menu. Click the Application Button and select Call -> Park. Press Ctrl+K Step 2 Begin entering the contact name or number in the data entry field of the Park panel, as shown in Figure 4-20.
ShoreTel Communicator for Windows Chapter 4: Voice Calls The table lists your directory entries filtered by the data entry field contents. Step 3 Select the desired user in the table. The Dial Digits field, located above the buttons at the bottom of the panel, lists the recipient’s number after you select a table entry. Step 4 Press one of the Park buttons at the bottom of the panel: • • • Press the Park button to perform no additional action after parking the call.
Chapter 4: Voice Calls ShoreTel Communicator for Windows To initiate a Call Recording of an active call, perform one of the following: • • • • Right click the call cell and select Record Select Call -> Record from the main menu. Click the Application Button and select Call -> Record. Press Ctrl+E. You can also initiate a call recording by pressing the Record Call button in the ShoreTel Communicator toolbar. This button must be configured by the system administrator.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Figure 4-21 Keypad button and the Keypad 4.6.7 Ending a Call How you hang up a call depends on the mode in which you answer the call. To disconnect a call from ShoreTel Communicator, perform one of the following: • • • • • • Press the HangUp button on the call cell. Right click the call cell and select Hang Up Select Call -> Hang Up from the main menu. Click the Application Button and select Call -> Hang Up.
Chapter 4: Voice Calls ShoreTel Communicator for Windows Figure 4-22 Conference call cell 4.7.1.1 • To initiate a conference call, join two or more calls together, as described in Section 4.7.1.1. • To terminate a conference call, either hang up the entire conference or individually terminate call connections with conference participants, as described in Section 4.7.1.2.
ShoreTel Communicator for Windows Chapter 4: Voice Calls To specify a new participant through the Conference panel: Step 1 Verify the selected voice call is in the connected state. Step 2 Open the Conference panel by performing one of the following: • • • • • Click the Conference button on the call cell. Right click the call cell and select Conference Select Call -> Conference from the main menu. Click the Application Button and select Call -> Conference.
Chapter 4: Voice Calls 4.7.1.2 ShoreTel Communicator for Windows Removing Calls from a Conference You can remove individual call from a conference or terminate the entire conference with a single command. To terminate the entire conference, perform one of the following: • • • • • Press the HangUp button on the call cell. Right click the call cell and select Hang Up Select Call -> Hang Up from the main menu. Click the Application Button and select Call -> Hang Up.
ShoreTel Communicator for Windows Chapter 4: Voice Calls To initiate a voice call through the Make New Call panel, perform one of the following: • • • • Select Windows -> Conference Manager from the Main Menu. Click the Application Button and select Windows -> Conference Manager. Right click the ShoreTel icon in the System Tray and select Windows -> Conference Manager. Press Ctrl+Alt+K ShoreTel Communicator displays the Conference Bridge dialog box, as shown in Figure 424.
Chapter 4: Voice Calls ShoreTel Communicator for Windows For a list of Video Cameras currently supported by ShoreTel Communicator, refer to “Video Camera Requirements for ShoreWare ShoreTel Communicator, Feature AN-10062”. These application notes are posted on the support site and searchable through the Knowledge base. 4.7.3.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Intercom calls are automatically answered if the called party's phone is: • • • an IP phone with no active calls an analog phone that is off-hook with no active calls a SoftPhone that is off-hook with no active calls. Intercom calls are treated as normal calls when the called party: • • • is on-hook is in an active call does not have Intercom receive permission. Intercom calls always override an extension's active call handling mode.
Chapter 4: Voice Calls 4.8.1 ShoreTel Communicator for Windows Barge In The Barge In function allows a user to join into another user’s active call. The Barge In initiator can listen and speak to all other call participants. The right to initiate a Barge In operation is set by the system administrator. The system administrator also designates users whose calls can be interrupted by a Barge In.
ShoreTel Communicator for Windows Chapter 4: Voice Calls To perform a Whisper Page: Step 1 Perform one of the following • • • • Click the Application Button, then select Dial -> Whisper Page. Select Dial -> Whisper Page from the main menu. Right click the ShoreTel icon in the System Tray and select Dial -> Whisper Page. Right click the call cell and select Dial -> Whisper Page. ShoreTel Communicator displays the Whisper Page dialog box. Step 2 Enter an extension or select from the drop-down list.
Chapter 4: Voice Calls 4.9 ShoreTel Communicator for Windows History Viewer The History Viewer displays information about your previous calls. Each History Viewer record in the History Viewer includes the number of an outbound call's destination or inbound call's source along with the start time and duration of each call. History Viewer tools control the display of the calls, manage call records, and initiate calls to numbers listed in the call records.
ShoreTel Communicator for Windows Chapter 4: Voice Calls Voice Main Viewer components in Details mode include: • Filter bar: The History viewer displays only entries whose sender name or number match filter bar contents. Filter bar contents are compared to columns that list name and contact information. • Column Headings: Column headings indicate the data field name for the address entries. — From/To: This column displays an icon and label that indicates the call origination or disposition.
Chapter 4: Voice Calls 4.9.2 ShoreTel Communicator for Windows Managing History Viewer Records The following sections describe the file manipulation operations that control the contents of the History Viewer. 4.9.2.1 Deleting a Record Messages moved to the Deleted folder remain there until 2:00 a.m local (server) time, when ShoreWare 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.
ShoreTel Communicator for Windows 4.9.4 Chapter 4: Voice Calls • Display Properties: Select this option to display a popup that lists the call properties. This is the only method of viewing a call’s routing slip from either mode. • Record Grouping: Select this option to sort the call record by the call type, as specified in the From/To field. • Automatic Column Width Adjustment: Selecting Fit Column Widths to Text adjusts the size of the content columns to display contents of all record fields.
Chapter 4: Voice Calls ShoreTel Communicator for Windows Figure 4-27CCall Detail Viewer • Call Notes can be edited once the call has ended. The changes will only be saved locally on the machine. • Call Notes can be manually edited in place, by checking the "Allow editing of the Call Note" option.
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C H A P T E R 5 Instant Messaging 5.1 Description Instant messaging is the real-time transmission of text between two or more system users. Instant messages are sent from and received through a message window. Instant messages do not use call cells. Users can participate in simultaneous multiple chat sessions. ShoreTel Communicator provides IM presence to indicate user availability for engaging in instant messaging conversations. IM presence is described in Section 6.2.2 on page 82. 5.
ShoreTel Communicator for Windows Chapter 5: Instant Messaging display of each session is controlled by pressing the chat tabs located on the right side of the panel. The Options and Preferences: Instant Message panel configures the method of displaying multiple chat sessions, as described in Section A.2.13 on page 191. The contents of a user’s IM window is unaffected when other users close their IM windows.
Chapter 5: Instant Messaging ShoreTel Communicator for Windows Figure 5-2 Instant Message Option for a QuickDialer contact • Contact Viewer: Right click on the entry of a desired contact to display a menu that includes an IM option. Operator ShoreTel Communicator also provides a toolbar with an IM button. • Call Cell for an active voice call: Right click on the call cell to display a menu that includes an IM option or click the IM icon located on the right side of the call cell.
ShoreTel Communicator for Windows 5.3.3 Chapter 5: Instant Messaging Creating and Sending a Message To create a message, verify that the Message Window is active, then type the text in the input panel at the bottom of the Window. To send the message, either click the Send button in the bottom right corner of the Message window or press the Enter key 5.3.4 Adding a Participant to a Chat Session Instant Message session can include two or more participants.
C H A P T E R 6 Presence 6.1 Description Presence is a ShoreWare feature that identifies, uses, and distributes the availability of system users and other personal contacts. Presence information allows users to verify the availability of other users before attempting to contact them.
ShoreTel Communicator for Windows Chapter 6: Presence ShoreWare defines the following Telephony Presence States, listed from highest to lowest priority: • Ringing: This state indicates that the user is receiving an inbound voice call. Inbound phone calls trigger a transition to Ringing from any lower state. • Parked: This state indicates a call is parked on the user’s extension. Having a call parked on a user’s extension triggers a transition to Parked from any lower state.
Chapter 6: Presence • ShoreTel Communicator for Windows Idle: This state indicates that ShoreTel Communicator has not detected any keyboard or mouse activity from the user during the period specified by the Idle Status option in the Instant Message Preferences and Options panel. When ShoreWare detects keyboard or mouse activity while the user is in Idle mode, the presence state transitions to the state from which the Idle state was entered.
ShoreTel Communicator for Windows 6.2.3 Chapter 6: Presence Combined Presence ShoreTel Communicator displays the combined presence state when configured to show only one presence icon for each user. The combined presence is based upon the user’s telephony presence and instant messaging presence states. The following presence states are listed in priority order, from highest priority (1) to lowest priority (11).
Chapter 6: Presence ShoreTel Communicator for Windows Figure 6-2 QuickDialer Presence Icons The Options and Preferences: Instant Messaging – Presence panel specifies the presence icons that ShoreTel Communicator displays and the inactivity period that triggers the Idle state transition. Section A.2.13.2 on page 192 describes the Options and Preferences: Instant Messaging – Presence panel. 6.3.
ShoreTel Communicator for Windows 6.4 Chapter 6: Presence IM Presence Privacy IM Presence Privacy provides users the capacity to manage the visibility of their IM presence status. Restricting access to IM Presence information also prevents blocked users from sending instant messages to users restricting their access. 6.4.1 Privacy States Presence privacy states define the IM interaction status between two system users.
Chapter 6: Presence ShoreTel Communicator for Windows Figure 6-4 Notification popup The bottom two parameters provide options for adding checked contacts to the user’s Contact List and to automatically accept all future presence privacy requests. 6.4.3 Managing the Privacy Access List The Options and Preference: Instant Messaging Privacy panel, as shown in Figure 6-5, displays contacts that are allowed or denied access to a user’s Presence Privacy information. Refer to Section A.2.13.
ShoreTel Communicator for Windows Chapter 6: Presence Figure 6-5 Instant Messaging Privacy panel 6.4.4 Access Request Settings Although presence privacy settings are configured by each user, ShoreWare provides tools for administering IM presence access requests on a system or user basis. Presence access requests for the entire ShoreTel system are administered through by the system administrator, which may affect ShoreTel Communicator configuration settings.
C H A P T E R 7 SoftPhone 7.1 Introduction SoftPhone is a ShoreTel Communicator software component through which you participate in voice calls and listen to messages over your computer through a headset or speakers with a microphone. SoftPhone is a licensed feature that is enabled by your system administrator. 7.2 Using the SoftPhone 7.2.
ShoreTel Communicator for Window 7.2.2 Chapter 7: SoftPhone Managing SoftPhone Calls through ShoreTel Communicator You initiate, control, and terminate voice calls through SoftPhone by performing ShoreTel Communicator operations, as described in Chapter 4. 7.2.3 Keypad The ShoreTel Communicator keypad, located on the right side of the Assignment bar, has twelve keys labeled 0 to 9, *, and #. Pressing a key sends a DTMF tone to the other party of the voice call.
C H A P T E R 8 Managing Address Entries 8.1 Introduction ShoreTel Communicator provides three viewers for organizing and displaying address information of ShoreWare system users and other personal contacts. You can also initiate and manage communication sessions through these viewers. • The Directory viewer displays all system users and personal contacts. You can also display Outlook contacts in the ShoreTel Communicator directory.
ShoreTel Communicator for Windows Chapter 8: Managing Address Entries Figure 8-1 Directory Viewer • • • • • • • • • First Name Middle Name Last Name Department Extension Business Mobile email IM Directory viewer components include: • Filter bar: The Directory viewer displays only entries whose information, in specified columns, matches text in the filter bar. Filter bar contents are compared to columns that list name and contact information.
Chapter 8: Managing Address Entries • ShoreTel Communicator for Windows Directory Contents: The table below the column headings displays address information for the contacts that are accessible to ShoreTel Communicator. Directory contents may be provided from three sources: — ShoreWare system users. You cannot remove or edit these entries. — Personal contacts added by the user. — Outlook Contacts when Outlook Contact Import is enabled.
ShoreTel Communicator for Windows 8.2.2.3 Chapter 8: Managing Address Entries Adding Directory Entries to the Contact List Contact groups are subsets of your Directory that provide convenient access to selected Directory entries, as described in Section 8.3. You can add Directory entries to contact groups from the Directory viewer. To add a Directory entry to a contact list: Step 1 Select an entry in the Director Viewer. Step 2 Right-click the entry and select Add as a Contact.
Chapter 8: Managing Address Entries ShoreTel Communicator for Windows Figure 8-3 Directory items details panel – adding a new entry To edit contact information for a personal contact: Step 1 Right-click a Directory viewer entry and select View Directory Item Detail. ShoreTel Communicator displays the Directory item details panel for the contact, as shown in Figure 8-4. The text at the top of the panel indicates the edit status of the entry.
ShoreTel Communicator for Windows Chapter 8: Managing Address Entries Step 2 Modify the desired data fields. Step 3 Press the OK button to modify the address entry in your directory. To delete a Personal contact, right-click the desired Directory entry and select Delete Directory Item(s). 8.2.4 Initiating Calls through the Directory Viewer You can initiate communication sessions to contacts through the Directory viewer.
Chapter 8: Managing Address Entries 8.3 ShoreTel Communicator for Windows Contact Viewer The Contact Viewer provides access to Contact Groups, which are subsets of your directory entries. Contact Groups provide convenient to directory entries that you frequently reference. The Contact Viewer is available to Professional, Workgroup Agent, Workgroup Supervisor, and Operator types of ShoreTel Communicator. This section describes basic Contact Viewer functions.
ShoreTel Communicator for Windows Chapter 8: Managing Address Entries Figure 8-6CContacts Viewer Window 8.3.2 Contact Viewer Components The Contact Viewer displays Contact List contents. You can manage your contacts and communication sessions with your contacts from the Contact viewer. 8.3.2.1 Viewer Modes ShoreTel Communicator provides the following Contact Groups views: • Details – Each attribute is listed in an individual column, similar to the traditional Windows Explorer column view.
Chapter 8: Managing Address Entries ShoreTel Communicator for Windows Figure 8-7 Contact Viewer – Details mode 8.3.2.2 Viewer Components The components that are visible on the Contact viewer depends on the viewer mode. The following is a list of Contact viewer components: • Filter bar: The Contact viewer displays only entries whose information matches the text in the filter bar.
ShoreTel Communicator for Windows 8.3.3 Managing Contacts 8.3.3.1 Adding Entries to the Contact List Chapter 8: Managing Address Entries Contacts are added to a Contact List through each of the following actions: Step 1 Click the Add icon on the Contact Viewer toolbar or right click on an entry in the Contact Directory viewer and select Add as a Contact Step 2 Enter the name and the group of the contact and click OK.
Chapter 8: Managing Address Entries ShoreTel Communicator for Windows — Link this contact to an existing Directory Entry. Select this option to add a contact that exists in the Directory viewer. The panel displays a data entry field directly below the option text. Enter the name, extension, or address of the Directory entry to be added to the Contacts List in this field. All other data fields are filled with the Directory entry information. Data fields are editable for Personal Directory entries.
ShoreTel Communicator for Windows 8.3.3.3 Chapter 8: Managing Address Entries Editing a Contact Entry You can edit the contact information for Personal contacts in the Directory Viewer or Contact Viewer. You cannot change the name or contact information for System Directory contacts or addresses imported from Outlook. You can change the default number from this panel for all contacts.
Chapter 8: Managing Address Entries 8.3.3.4 ShoreTel Communicator for Windows Removing a Contact Entry Deleting entries from a Contact List makes them inaccessible from the Contact Viewer. Removing an entry from the a Contact List does not affect its corresponding Directory entry. You can remove any contact from the contact list. To delete a Contact, right-click the desired contact and select Delete Contact. 8.3.
ShoreTel Communicator for Windows 8.4.1 Chapter 8: Managing Address Entries Implementation The following sections describes the steps required for ShoreTel Communicator to import records from a data file. Section 8.4.2 describes the properties of CSV and XML import files. 8.4.1.1 Editing the Registry ShoreTel Communicator reads data files located in a directory specified by the following registry key: Location: HKEY_CURRENT_USER\Software\Shoreline Teleworks\ShoreWare Client Key: ContactImportLocation.
Chapter 8: Managing Address Entries 8.4.1.2 ShoreTel Communicator for Windows Placing the File Properly configured CSV and XML Files placed in the folder specified by the ContactImportLocation key are immediately cached to ShoreTel Communicator. Changes to these files are visible when the edited file is saved. When a file is removed from the folder, the contacts listed in that file remain in the Directory Viewer until ShoreTel Communicator is exited.
ShoreTel Communicator for Windows Chapter 8: Managing Address Entries Directory Item Details Details of contacts imported from the CSV or XML files are visible from the Directory Item Details panel, access by right clicking a contact and selecting View Directory Item Detail. The Directory Item Details panel, as shown in Figure 8-13, indicates the source of the file in the first data field and states that the record contents are not editable.
Chapter 8: Managing Address Entries • ShoreTel Communicator for Windows Fields that contain commas must be surrounded by double quotes. Example 1: “ShoreTel, Inc.” • Fields that do not contain double quotes or commas with double quotes may be surrounded with double quotes. • Data fields with no information translate into blank entries in ShoreTel Communicator Record Types Each line in a CSV files corresponds to one data record. The end of a record is denoted by a Carriage Return and Line Feed.
ShoreTel Communicator for Windows Chapter 8: Managing Address Entries — Department: Directory Viewer displays contents under the Department column. — Business Phone: Directory Viewer displays contents under the Business column. — Business Phone 2: Directory Viewer displays contents under the Business 2 column. — Home Phone: Directory Viewer displays contents under the Home column. — Home Phone 2: Directory Viewer displays contents under the Home 2 column.
Chapter 8: Managing Address Entries 8.4.2.2 ShoreTel Communicator for Windows XML Files XML files contain a structured set of elements. The following sections describe required file components and XML elements recognized by ShoreTel Communicator. XML File Name The file name must have the extension .xml. Elements The following elements are recognized by ShoreTel Communicator Contact XML files. Level 1 Elements: Each file contains one Contacts element.
ShoreTel Communicator for Windows Chapter 8: Managing Address Entries — valid attributes: type, name, value Type: The type attribute must be equal to one of the following: Business, Home, Mobile, Pager, and Fax.
Chapter 8: Managing Address Entries ShoreTel Communicator for Windows Example The following is an example an ShoreTel Communicator Contact Integration XML file: PAGE 118ShoreTel Communicator for Windows Chapter 8: Managing Address Entries Figure 8-14 Speed Dial viewer in a Satellite window To open the Speed Dial Viewer, perform one of the following: • • • • • Click the Application Button and select Windows -> Speed Dial Select Windows -> Speed Dial from the Main Menu Select Windows -> Speed Dial from the Assignment bar Right click the ShoreTel icon in the system tray and select Windows -> Speed Dial Press Ctrl+Shift+P The Speed Dial viewer opens in the Main window co
Chapter 8: Managing Address Entries ShoreTel Communicator for Windows To edit a Speed Dial label: Step 1 Right click the entry and select Edit Label. ShoreTel Communicator responds by displaying the Edit Speed Label panel. Step 2 Enter the new Label contents into the data entry field. Step 3 Press the OK button to save the label changes. To delete a Speed Dial entry, right click the entry and select Delete.
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C H A P T E R 9 Managing Voice Mail 9.1 Introduction ShoreTel Communicator provides access to voice messages received by your user and workgroup extensions.
ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail Each mailbox contains three folders: an Inbox folder, a Saved folder, and a Deleted folder. When you access Voice Mail through Outlook, the Saved folder is named Archive Folders. • Inbox Folder: The Inbox folder receives an extension’s inbound voice messages. Messages remain in this folder until moved to the Saved or Delete folder.
Chapter 9: Managing Voice Mail 9.2.2.2 ShoreTel Communicator for Windows Content Message content consists of the message recording as composed by the sender. The content is not editable. You can export the message content to a wav file, as described in Section 9.3.2.4. Message timestamps displayed by ShoreTel Communicator are based on the computer’s time zone setting. 9.2.2.
ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail Figure 9-2 Voice Mail Viewer Voice Main Viewer components include: • Action bar: The action bar contains buttons that trigger message actions, initiate viewer functions, or display message properties. Action bar buttons include: — New Message: Press this button to record and send a voice message. — Reply: Press this button to record and send a response to the highlighted message.
Chapter 9: Managing Voice Mail ShoreTel Communicator for Windows Viewer operations that manipulate Voice Mail viewer heading bar contents include: — To add a column to the table, right click in the Message Contents region and select Choose Columns. Then drag the column to be added to the desired location in the Column Heading. — To sort the contents, click in the heading of the desired sort column. Clicking repetitively in the field reverses the order of the sort.
ShoreTel Communicator for Windows 9.3.2 Chapter 9: Managing Voice Mail Managing Viewer Contents The following sections describe the file manipulation operations that control the contents of the Voice Mail Viewer. 9.3.2.1 Saving a Voice Message Saving a Voice Mail Messages moves a message from the Inbox or Deleted folder to the Saved folder. To save the highlighted message, perform one of the following: • • Press the Save button in the Action bar.
Chapter 9: Managing Voice Mail ShoreTel Communicator for Windows Figure 9-3DDownload Indicator 9.3.2.4 Exporting a Voice Mail Message You can export a voice mail message to a .wav file for use by other applications. To export the highlighted message to a wav file: Step 1 Right click the message and select Export to. wav File. ShoreTel Communicator opens a Save As windows folder. Step 2 Select the desired file location for the .wav file and, if desired, modify the name listed in the file name field.
ShoreTel Communicator for Windows 9.4.2 Chapter 9: Managing Voice Mail Replying to a Voice Message You can reply to voice messages sent by other ShoreWare users through the Voice Mail viewer. You can only send Voice Messages to other users on your ShoreWare system. To reply to the highlighted voice message: Step 1 Perform one of the following: • • Click the Reply button on the Action bar. Right click the message and select Reply or Reply to All on the context menu.
Chapter 9: Managing Voice Mail ShoreTel Communicator for Windows Step 2 Click the To button to select the Message Recipients. ShoreTel Communicator opens the Add/Remove Members panel, as shown in Figure 9-5. Figure 9-5AAdd/Remove Members panel Step 3 Select the recipients of the message on the left table by highlighting the desired contacts, then pressing the Add button between the tables. Step 4 Press the OK button after selecting all desired recipients.
ShoreTel Communicator for Windows 9.4.5 Chapter 9: Managing Voice Mail Editing the Subject Header You can edit the subject header of your voice messages through each of the following actions. • • Right click on the message subject header. Edit message subject header in place. To edit the subject header of the highlighted message using the Edit Subject option: Step 1 Right click the message and select Edit Subject from the context menu. Step 2 Enter the desired text in the Edit Subject panel.
Chapter 9: Managing Voice Mail 9.4.7 ShoreTel Communicator for Windows Viewing Voice Message Information The voice mail properties dialog box displays properties of a voice message, including the sender, subject, folder location, date of receipt, duration, urgency status, and forwarding history. To view information about a voice message, perform one of the following: • • Right click the message and select More Info Select a message and select More Info on the Action bar 9.
ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail Step 3 Enable Notification and specify the content of notification messages from the Escalation Delivery Options drop down menu. • • Select Disabled to prevent ShoreTel Communicator from sending you notification messages. Select one of the other options to enable personal notification. — Select Email Wave Mail to attach the voice message to your notification messages.
Chapter 9: Managing Voice Mail 9.5.3.2 ShoreTel Communicator for Windows Escalation Structure Escalation components interact with other ShoreTel Communicator components as follows: 9.5.3.3 • Invoking Profiles: Each Call Handling Mode provides a Voice Mail Escalation Profile option that specifies one of your configured Notification profiles.
ShoreTel Communicator for Windows 9.5.3.4 Chapter 9: Managing Voice Mail Configuring Escalation The following steps are required to configure and enable Escalation Notification: Step 1 Define Escalation profiles. The Escalation panel lists the Escalation Profiles configured for your extension. Section A.2.8 describes the Escalation panel. Step 2 Assign Escalation profiles to Call Handling Modes. Call Handling Modes are configured by opening the desired mode in the Options and Preferences panel.
Chapter 9: Managing Voice Mail 9.6.2 ShoreTel Communicator for Windows Distribution Lists panel The Distribution Lists panel, as shown in Figure 9-6, displays the accessible distribution lists and provides tools for managing your lists. To access the Distribution Lists panel, perform one of the following: • • Click the Lists button on the Action bar. Right click in the contents area and select Distribution Lists on the context menu.
ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail Figure 9-7 Distribution List Details – Viewing Mode • Delete button: Pressing the Delete button removes the highlighted list from the List roster. The Delete button is disabled for System lists and the Broadcast list. 9.6.3 Managing User Distribution Lists 9.6.3.1 Creating Distribution Lists The title assigned to a distribution list becomes the contact name for that list.
Chapter 9: Managing Voice Mail ShoreTel Communicator for Windows Figure 9-8 Distribution List Details – Edit Mode 9.6.3.2 Recording a Distribution List Prompt The Distribution List prompt announces the name of the distribution list when other users send a message to the list members. To record a prompt for a distribution list: Step 1 Open the Distribution Lists panel by performing one of the following: • • Click the Lists button on the Action bar.
ShoreTel Communicator for Windows 9.6.3.3 Chapter 9: Managing Voice Mail Editing Distribution Lists You can change the members on existing user lists. To add or remove names from a distribution list: Step 1 Open the Distribution Lists panel by performing one of the following: • • Click the Lists button on the Action bar. Right click in the contents area and select Distribution Lists. Step 2 Select a distribution list from the List roster on the left side of the panel.
Chapter 9: Managing Voice Mail 9.6.4 ShoreTel Communicator for Windows Using a Distribution List Distribution lists are available as contacts when selecting the recipients of a voice message from the Add/Remove Members panel. In Figure 9-9, the icon to the left of the Broadcast and Executive entities indicate that they are distribution lists.
ShoreTel Communicator for Windows 9.7.2 Chapter 9: Managing Voice Mail Using System IDs to Address AMIS Voice Mail Your system administrator can configure your voice mail system to send messages to remote systems either using the same extension numbers you use to dial the remote users, or by assigning a unique system identification to each system in the network. Your administrator should provide information on the way your voice mail system is configured.
C H A P T E R 1 0 Shared Call Appearance 10.1 Introduction Shared Call Appearance is a ShoreTel client feature that establishes common Bridged Call Appearance between a user (executive) and at least one other user (assistant). A Shared Call Appearance is typically established to allow one or more assistants to manage inbound calls and initiate outbound calls for an executive. Shared Call Appearances are supported on all ShoreGear switches and all ShorePhones that have programmable buttons. 10.1.
ShoreTel Communicator for Windows Chapter 10: Shared Call Appearance Figure 10-1EEdit Panel – Executive Bridged Call Appearances Step 3 Enter the desired number for the aBCA in the Associated BCA field. This step can be skipped if the autofill entry is acceptable. This field cannot be edited after the initial configuration. Step 4 Press the Save button at the top of the Edit User panel.
Chapter 10: Shared Call Appearance ShoreTel Communicator for Windows • To create a executive extension, open the Edit User panel for the desired user and select the Share Call Appearances option. The number listed in the Associated BCA field specifies the extension of the aBCA. • aBCAs are deleted if the associated executive extension is reverted to a normal extension. To revert a executive extension to a normal extension, clear the Shared Call Appearance option on the Edit User panel.
ShoreTel Communicator for Windows Chapter 10: Shared Call Appearance The following procedure opens the aBCA edit panel: Step 1 In Director, open the Bridged Call Appearance List panel of the desired user. Step a: Select Administration -> Call Control -> Bridged Call Appearances from the Director Main Menu. Step b: Click the aBCA associated with the desired user.
Chapter 10: Shared Call Appearance ShoreTel Communicator for Windows 10.1.2 Using Shared Call Appearance A typical Shared Call Appearance application includes a Hotline circuit between an executive and an assistant. The hotline circuit is used by the assistant to relay the status of calls requiring the executive’s attention. The following sections describe the set up and performance of Shared Call Appearance and Hotline circuits for this typical scenario. 10.1.2.
ShoreTel Communicator for Windows Chapter 10: Shared Call Appearance 10.1.3.2 Outbound Calls The following scenario describes a typical process of setting up a call for an executive by an assistant through Shared Call Appearance. Step 1 The assistant user accesses an aBCA associated with the executive extension by pressing an appropriate IP Phone or ShoreTel Communicator button.
C H A P T E R 1 1 Silent Coach 11.1 Introduction Silent Coach is a ShoreTel client feature that allows a user to intervene in another user’s active call and communicate with that user. The initiator can speak to the specified user and listen to all other call participants. The specified user is the only call participant that can hear the initiator. A Telephony Class of Service assigns Silent Coach rights. Silent Coach can be initiated through various ShorePhone models or through ShoreTel Communicator.
ShoreTel Communicator for Windows Chapter 11: Silent Coach 11.2 Silent Coach Configuration 11.2.1 Configuring Silent Coach Permissions Silent Coach access is controlled through Telephony CoS settings. Permissions for monitoring calls and for having calls monitored are configured through the Silent Monitor / Silent Coach option on the Telephony Class of Service Edit panel, as shown in Figure 111.
Chapter 11: Silent Coach ShoreTel Communicator for Windows 11.2.2 Enabling the Silent Coach Warning Tone ShoreWare provides an option for playing a Silent Coach Warning Tone to all call participants when a Silent Coach session is initiated and if the Silent Coach Warning Tone option is enabled. The Warning Tone setting applies to all Silent Coach sessions on the system.
ShoreTel Communicator for Windows Chapter 11: Silent Coach Figure 11-3 Programming IP Phone Button – Silent Coach Step 3 Enter the button label in the Label field. Step 4 To program the button to monitor the calls of a specific user, enter the user’s extension in the Extension field. If this field is left blank, pressing the IP Phone button queries the initiator to enter a number in the Telephone User Interface before the session begins. Step 5 Click Save to store panel changes. 11.
Chapter 11: Silent Coach ShoreTel Communicator for Windows Step 2 Enter an extension or select an item from the drop-down list. Step 3 Click the Silent Coach button at the bottom of the panel. Figure 11-4 Silent Coach Dialog box To perform a Silent Coach from a ShoreTel Communicator toolbar button: Step 1 Press the programmable Silent Coach button, as shown in Figure 11-5. If the button specifies a Silent Coach recipient, the system immediately initiates a Silent Coach session with that user.
ShoreTel Communicator for Windows Chapter 11: Silent Coach Figure 11-5 ShoreTel Communicator – Silent Coach session 11.3.2 IP Phone To perform a Silent Coach from a ShorePhone programmable button, press the Silent Coach button. • If the button specifies a Silent Coach recipient, the system immediately initiates a Silent Coach session with that user. Disregard the remaining steps.
Chapter 11: Silent Coach ShoreTel Communicator for Windows Figure 11-6IP Phone User Interface – Silent Coach initiator ShoreTel 11 153
ShoreTel Communicator for Windows Chapter 11: Silent Coach Softkey options available to the Silent Coach initiator: • SilMon: Transitions the session into a Silent Monitor session • Barge: Transitions the session into a Barge In call. • Show: Displays all call participants in the Telephone User Interface • Hangup: Terminates the Silent Monitor session.
C H A P T E R 1 2 Workgroups and Operators 12.1 Introduction Workgroups is an entry level contact center application for small, informal Automatic Call Distribution (ACD) groups that is integrated into ShoreWare. Workgroups support basic call routing, agent management, reporting, and agent activity functions. Classic phone operators provide assistance to callers and manage PBX switchboards.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators 12.2.3 Operator Operator ShoreTel Communicator is assigned to users that are required to provide assistance to system callers or have call routing responsibilities. Operator Access is assigned the following features: • • • All functions available through Workgroup Supervisor ShoreTel Communicator. Enhanced Contact viewer capabilities, including call and agent management functions Bridged Call Appearance Monitor. 12.3 Workgroup Status 12.
Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows 12.3.2 Call Wrap-Up The Call Wrap-Up feature 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 the system administrator.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators Figure 12-1 Queue Monitor 12.4.1.1 Viewer Components The Queue Monitor comprises an action bar, a workgroup table, and a call table: • Action bar: The action bar contains buttons that trigger workgroup configuration options and panels. Action bar buttons include: — Alert Sound: Press this button to toggle the sound alert status.
Chapter 12: Workgroups and Operators • ShoreTel Communicator for Windows Call table: The bottom table lists the calls that are in the queues of the workgroups to which you belong. Each row corresponds to one call that is waiting in a workgroup’s queue. Columns that the Call table can display include: — Workgroup: This field lists the call’s intended recipient workgroup — Caller Name / Number: This field lists the Call ID information for the call.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators 12.4.2 Agent Monitor The Agent Monitor, shown in Figure 12-2, displays the status of agents in your workgroups as specified in the Options and Preferences: Workgroups panel. Agent Monitor is available in Workgroup Supervisor and Operator ShoreTel Communicator. Figure 12-2 Agent Monitor To open the Agent Monitor, perform one of the following: • • • • • • Click the Application Button, then select Workgroup -> Agent Monitor.
Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows • Small Icons – This view displays all Agents without separating them into their workgroups. Phone status is displayed using small icons. • Large Icons – This view displays all Agents without separating them into Workgroups. Phone status is displayed using large icons. To select a viewer mode, right click in the Monitor table and select the desired mode. 12.4.2.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators 12.4.2.3 Context Menu Operations You can perform most operations available on the Action bar through a context menu accessed by right clicking on an Agent.
Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows When viewing the Agent's IM status the supervisor quickly can determine the Agent’s availability, as shown in the above figure, for an incoming chat or they can initiate a chat while the agent is available. They may also choose to use the chat option when the agent is on a call and may possibly require assistance with any inbound calls.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators Figure 12-5IInstant Messaging Server Info Figure 12-6IIM User Profile Configuration Each Supervisor or Operator must be set to the appropriate Client Type in their user profile.
Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows 12.4.4 Bridged Call Appearance Monitor The Bridged Call Appearance Monitor, as shown in Figure 12-8, displays the Bridged Call Appearances for which your extension has devices configure to answer. Operator ShoreTel Communicator is required to access the Bridged Call Appearance Monitor.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators Example: The system administrator configures a BCA with an extension of 118 and a call stack depth of 3. The ShorePhones of three users are configured to handle calls to the BCA as follows: • • • User One has one button that answers calls from Stack Position #1. User Two has one button that answers calls from Stack Position #2.
Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows • List – BCA stack positions are displayed in a single column that shows their extension and stack position. • Small Icons – This view displays BCA stack positions as small icons that indicate call status. • Large Icons – This view displays BCA stack positions as large icons that indicate call status. 12.4.4.
ShoreTel Communicator Manual Chapter 12: Workgroups and Operators Figure 12-9 Voice Mail Viewer – Workgroups The Contact viewer for operators provide an Action bar, through which Park, Pickup, and other call operations are available.
C H A P T E R 1 3 Contact Center 13.1 Introduction The ShoreTel Contact Center is a software application that controls, manages, and monitors call center activities. Contact Center controls interactions with customers through a system of four interlocking components: • Call routing implements business rules that define customer service and resource allocation. • Monitoring of call center operations to provide supervisors with information required to manage daily operations.
ShoreTel Communicator for Windows Chapter 13: Contact Center 13.2 Requirements Contact Center agents can access Contact Center through ShoreTel Communicator only on PCs upon which Contact Center Agent Bar and ShoreTel Communicator are installed. Contact Center Supervisors can access Contact Center through ShoreTel Communicator only on PCs upon which Contact Center Agent Bar, Contact Center Supervisor Applications, and ShoreTel Communicator are installed.
Chapter 13: Contact Center ShoreTel Communicator for Windows Mail Accounts allows agents to receive email from callers through standard email programs, such as Outlook or Outlook Express. Email accounts are configured for each inquire type and email received in these accounts are placed in a queue where an agent can download a predetermined number of emails. Mailboxes can be assigned to a specific computer or agent.
ShoreTel Communicator for Windows Chapter 13: Contact Center Step 4 The Group manager window allows you to log into or out of select contact center groups. To log into a group, click a group name from the “Available Groups” pane (on the right) to highlight it. Then, click the Login button to move that group to the “Logged Groups” pane on the left. Step 5 Next, click the Configure Call Status button from the Contact Center Options window to display a window similar to the one shown in Figure 13-4.
Chapter 13: Contact Center ShoreTel Communicator for Windows Step 7 Next, click the Configure Queue Monitor button from the Contact Center Options window. The dialog box used to configure the Queue Calls window is similar to that shown in Figure 13-5 for configuring the Call Status window. You should select click the desired parameters from the “Available Fields” pane and move them to the “Selected Fields” pane on the left.
ShoreTel Communicator for Windows Chapter 13: Contact Center 13.3.1 Accessing Contact Center Features from ShoreTel Communicator • Depending on how the programmable buttons were configured, many of the functions shown in the Agent Toolbar in Figure 13-7 will be the same as those that now appear in the integrated ShoreTel Communicator and Contact Center user interface. • Supervisors can access certain capabilities by clicking on the highlighted buttons shown in Figure 13-7.
Chapter 13: Contact Center ShoreTel Communicator for Windows 13.4 Using Contact Center through ShoreTel Communicator You can use the Contact Center menu in ShoreTel Communicator to access the Contact Center login feature and other functions. Step 1 Select Contact Center -> Login Primary Groups to login into the primary groups. If you are already logged in, you can select Logout Primary Groups to exit from the primary groups of which you are a member.
ShoreTel Communicator for Windows Chapter 13: Contact Center Figure 13-10 Receiving Contact Center Call Through ShoreTel Communicator 176
C H A P T E R 1 4 Outlook Integration 14.1 Introduction For Microsoft Outlook users, ShoreTel Communicator supports integration with Outlook inbox, voice mail and calendar features. This Chapter describes Outlook integration features and procedures. 14.2 Importing Outlook Contacts You can configure ShoreTel Communicator to include Microsoft Outlook contacts in the Directory viewer every time you log into ShoreTel Communicator.
ShoreTel Communicator for Windows Chapter 14: Outlook Integration To program ShoreTel Communicator to activate the Outlook Contacts panel when you receive a call: Step 1 Open Options and Preferences by performing one of the following: • • • • Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the ShoreTel icon in the System Tray and select Options. Press Ctrl+O. Step 2 Select Outlook in the menu on the left side of the window.
Chapter 14: Outlook Integration ShoreTel Communicator for Windows Step 3 To install Voice Mail Integration, press the Install button located right of the voice mail integration status text. To remove Voice Mail Integration, press the Uninstall button located right of the voice mail integration status text.
ShoreTel Communicator for Windows Chapter 14: Outlook Integration 14.4.2 Configuring Outlook for Automatic Call Handling You can set ShoreTel Communicator to use your Outlook Calendar to determine your active Call Handling Mode. To configure Outlook for automatic call handling Step 1 On the Outlook toolbar, click the Configure Call Handling icon. The Outlook Call Handling Configuration dialog box appears. Step 2 Select the Use Outlook Calendar to handle Call Handling check box.
Chapter 14: Outlook Integration ShoreTel Communicator for Windows 14.4.4 Changing and Cancelling Automatic Call Handling When Outlook is configured for automatic call handling, the call handling mode that you select for an appointment is active during the appointment. You can modify the scheduled call handling before the appointment. To change or cancel automatic call handling for an appointment Step 1 In Outlook, open the appointment for which you want to modify the automatic call handling selection.
ShoreTel Communicator for Windows 182 Chapter 14: Outlook Integration
A P P E N D I X A Options and Preferences Window A.1 Introduction The Options and Preferences window contains panels that configure many ShoreTel Communicator options, components, and functions including Instant Messaging, Call Handling Modes, Video Calls, and Presence. The list of available panels depend upon the features for which the user is authorized. To display the Options and Preferences window, perform one of the following: • • • • A.2 Select Tools -> Options from the Main menu.
ShoreTel Communicator for Windows Appendix A: Figure A-1 Options and Preferences: General panel • Move keyboard focus to Quick Dialer when activating ShoreTel Communicator: When this option is selected, the keyboard focus will be moved to the Quick Dialer control. The ShoreTel Communicator window can be activated using one of the following options: — a mouse click, — clicking the application on the task bar — selecting the Alt + TAB.
Appendix A: ShoreTel Communicator for Windows Figure A-2 Options and Preferences: QuickDialer panel • Show company names: Select this option to include company entries in your QuickDialer lists. • Show fax numbers: Select this option to include fax number entries in your QuickDialer lists. Selecting this option also displays fax numbers in Directory Viewer context menus that you access when right clicking an entry.
ShoreTel Communicator for Windows A.2.3 Appendix A: Call Handling Mode The active Call Handling Mode determines the settings that ShoreTel Communicator uses to handle your inbound calls. The Call Handling Mode panel, shown in Figure A-3, specifies the active Call Handling Mode. Refer to Section 4.5.4.2 on page 46 for more information about the active Call Handling Mode.
Appendix A: ShoreTel Communicator for Windows — Warn when Standard Call Handling is set to Forward Always – Select this option to receive a warning if the active Call Handling Mode is Standard and the Forward Calls parameter is set to Always when you start ShoreTel Communicator. • Allow these users to change current call handling mode: This option supports Call Handling Mode Delegation, as described in Section 4.5.4.4 on page 48. The edit box is a Quick Dial type window.
ShoreTel Communicator for Windows Appendix A: Refer to Section 4.5.4 on page 46 for Automated Call Handling information. To access a Call Handling Mode configuration panel, open the Options and Preferences window and select one of the following panels from the menu on the left side of the window: Standard, In a Meeting, Out of Office, Extended Absence, or Custom.
Appendix A: A.2.5 ShoreTel Communicator for Windows Extension Assignment Extension Assignment is a ShoreWare feature that allows users to reassign their extensions to any phone connected to the ShoreTel System or remote devices accessible to the network, including home phones and mobile devices. Access to Extension Assignment requires system administrator authorization. Refer to Section 4.2.3 on page 38 for more information about Extension Assignment.
ShoreTel Communicator for Windows Appendix A: Pressing the arrow on the right side of the field displays phone numbers that you previously specified as your external number. • Activation: This option specifies the time when a Extension Assignment call is connected. Select the desired Activation Settings radio button. — Accept Call by pressing ‘1’: The user is prompted to press the numeric key ‘1’ upon receiving an Extension Assignment call. The system connects the call when the user presses the key.
Appendix A: ShoreTel Communicator for Windows To access the Find Me configuration panel, open the Options and Preferences window and select Find Me in the menu on the left side of the window. Find Me panel parameters include: • First Number: This parameter specifies the number of the first device to which callers are routed. — Number of Rings specifies the times that Find Me rings this number before sending the caller to the second number or voice mail.
ShoreTel Communicator for Windows Appendix A: Figure A-7 Options and Preferences: Voice Mail panel — Disabled – Selecting this option disables Escalation Notification. — Email Wave file – Selecting this option initiates an escalation by sending a copy of the voice message to the specified email address. — Email notification – Selecting this option initiates an escalation by sending an email message that announces the receipt of an voice message to the specified email address.
Appendix A: A.2.8 ShoreTel Communicator for Windows Escalation Escalation Notification is a Voice Mail delivery method that defines a list of addresses that the system can contact when you receive messages that require immediate attention. Section 9.5 on page 122 describes Escalation Notification. The Escalation panel, shown in Figure A-8, displays a list of your Escalation Profiles. You access an Escalation profile by double clicking its name in the table.
ShoreTel Communicator for Windows • Appendix A: Escalation Notification Profiles: Escalation profiles designate a roster of contacts that can be notified when you have voice mail that remains marked Unheard. The active Call Handling Modes specifies the Escalation Notification Profile that is invoked. Each row in the table corresponds to an Escalation Profile. Each column lists a profile characteristic that is defined in the Escalation Profile panel.
Appendix A: ShoreTel Communicator for Windows Profile Parameters Profile parameters are located at the top of the panel and include the Profile Name and Repeat Count settings. • Profile Name: This parameter configures the name by which the Notification Profile is referred in other ShoreTel Communicator windows.
ShoreTel Communicator for Windows Appendix A: Figure A-10OOptions and Preferences: Outlook panel Outlook panel parameters include: • Contact Import: These parameters control the importing of Outlook contacts. — Import contacts from Outlook: Selecting this option programs ShoreTel Communicator to import Outlook contacts when ShoreTel Communicator is opened.
Appendix A: ShoreTel Communicator for Windows • Voice Mail: This section displays the Outlook Voice Mail Integration status and specifies the disposition of received voice messages. The first two parameters are available only if Voice Mail Integration with Outlook is installed. — Attach Voice Mail to Message when Moved: When this parameter is selected, moving an email from the Outlook Inbox to another folder results in the copying of the attached Voice Message .wav file to the Outlook message file.
ShoreTel Communicator for Windows Appendix A: Figure A-11OOptions and Preferences: Workgroups panel • Calls in Q: This column lists the number of calls required to trigger a threshold exceeded warning in the Queue Monitor. Only Workgroup Supervisors and Operator ShoreTel Communicator users can modify this setting. • Queued Time: This field lists the call time required to trigger a threshold exceeded warning in the Queue Monitor.
Appendix A: ShoreTel Communicator for Windows Figure A-12 Options and Preferences: Telephony panel ShoreTel 11 • Change Password: Press this button to change the password that authorizes the user to access ShoreTel Communicator. • Maximum number of active calls to show: This setting specifies the maximum number of active calls your ShoreTel Communicator instance can handle, as described in Section 4.3.2 on page 40.
ShoreTel Communicator for Windows Appendix A: • Prefix to dial external number: This parameter specifies the trunk upon which calls made through ShoreTel Communicator are routed. The available options depend on the trunks configured in the ShoreWare system. Refer to Section 2.4.3 on page 17. • Default audio path for automatic off-hook: This parameter specifies the audio path that ShoreTel Communicator enables when you make or receive a call, as described in Section 4.3.3 on page 40. A.2.
Appendix A: ShoreTel Communicator for Windows — Rule Buttons: Rule buttons are located at the top of the panel and control the creation, modification, and removal of Call Handling Rules from the Rule Table. Z Pressing the New Rule button opens the Condition Setup panel. A new rule is added to the Rule Table upon successful completion of the setup panels.
ShoreTel Communicator for Windows Appendix A: Figure A-14 Options and Preferences: Instant Messaging panel — Show incoming message alert: Setting this option enables ShoreTel Communicator to display popups that alert the user of an inbound IM. — Show text of message: When this option is enabled, IM Alerts display the text of the inbound message. — Number of seconds to display alert: This field specifies the period that IM alerts remain on your monitor.
Appendix A: ShoreTel Communicator for Windows • Save chat transcript to: Select this option to save all IM conversations to the specified address. • My domain user name and Instant Messaging name are not the same: Select this option if your Active Directory user name is different from your ShoreTel user name. Enter the user name recognized by the presence server in the Name field.
ShoreTel Communicator for Windows Appendix A: — one combined telephony and instant messaging presence: Contacts viewer displays a single presence icon that indicates the user’s combined presence state. Section 6.2.3 on page 84 describes the combined presence indicator. — separate telephony and instant messaging presences: Contacts Viewer displays two presence icons to indicate the user’s telephony and IM presence.
Appendix A: ShoreTel Communicator for Windows The Privacy Invitation settings section, located at the top of the panel, determines the user’s Presence access request method when the system setting for the user is set to User Defined. When the Class of Service is not set to User Defined, this section is grey and the option is read only. The system administrator can provide information about system privacy settings.
ShoreTel Communicator for Windows Appendix A: Figure A-17 Options and Preferences: Conferencing panel A.2.14.1 Initiating a Web Conference with Converged Conferencing A new button is available on the call cell to start a web conference with Converged Conferencing. The button is displayed to the right-hand side in the button list, right before Call Notes.
Appendix A: ShoreTel Communicator for Windows A.2.15 SoftPhone The SoftPhone panel configures SoftPhone device settings. Section 7.3 on page 90 describes SoftPhone panel. To access the SoftPhone panel, shown in Figure A-19, open the Options and Preferences window and select SoftPhone in the menu on the left side of the window. Figure A-19 Options and Preferences: SoftPhone panel SoftPhone panel parameters include: • Sound Devices: These data entry fields specify the sound device that SoftPhone uses.
ShoreTel Communicator for Windows Appendix A: — Use Only Configured Devices: Selecting this option restricts the list of available devices in the Recording and Playback menus to those previously configured through MS Windows. • Audio Device: This option specifies the device through which the user accesses SoftPhone. • Network adapter: This option specifies the Network Interface Card through which the SoftPhone performs audio calls.
Appendix A: ShoreTel Communicator for Windows The following parameters are configured from the Video Options and Preferences panel: • Automatically request video when calling: Users select this option to request a video call when initiating voice calls with users authorized for video calls. • Accept video requests from others: This option programs a user’s automatic response to video call requests. — Always: Select this option to enable video when the initiator requests video.
ShoreTel Communicator for Windows Appendix A: Figure A-21 Options and Preferences: Sounds panel A.2.18 Languages The Language panel, shown in Figure A-22, specifies the language the system uses for ShoreTel Communicator panels, Voice Mail prompts, and IP Phone instructions. To access the Language panel, open the Options and Preferences window and select Language in the menu on the left side of the window.
Appendix A: ShoreTel Communicator for Windows Figure A-22Options and Preferences: Language panel ShoreTel 11 211
ShoreTel Communicator for Windows 212 Appendix A:
Index A active call area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 active Call Handling Mode . . . . . . . . . . . . . . . . . . . . . . . . 46 Add Contact panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Agent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160–162 alert inbound call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual F Find Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Find Me preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 forward voice message . . . . . . . . . . . . . . . . . . . . . . . . . . 128 G general preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 go arrow, QuickDialer . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 guided transfers . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual prefix for external calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 presence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87–94 instant messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 presence types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 profile, escalation . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual Voice Mail viewer . . . . . . . . . . . . . . . . . . . . . 123–127, 167 voice message view information . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 voice messages call sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 edit subject header . . . . . . . . . . . . . . . . . . . . . . . . . 130 forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
