ShoreTel® 212k IP Phone User Guide
Document and Software Copyrights Copyright © 1998–2007 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc.
Contents GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Your Phone's Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Guide to Status Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 LED Color Guide for ShoreTel 212k Custom Buttons . . . . . . . . . . . . . . . 7 LOGGING IN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Parking and Unparking Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 CALL MANAGER SOFTWARE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 WEB ACCESS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
GETTING STARTED Welcome to your ShoreTel™ IP phone! This user guide will help you configure your phone, learn how to make and take calls, as well as use advanced features. Function Keys Perform core telephony functions. Function Keys overlay Vinyl overlay imprinted with international symbols Handset with Finger Rest Select Key Menu Key Indicator LED Flashing light alerts you to incoming calls and unheard voice messages.
Your Phone's Display Your ShoreTel IP phone displays information about name and extension, call handling mode, call lines, monitored extensions, calls, duration of call, voice messages, date and time, soft key functions, and your phone’s operating status. ShoreTel 212k Interface Call Handling Mode Custom Key Labels In the idle state, the first row of your phone displays the time and date. This information scrolls to display the system name.
Guide to Status Icons Your ShoreTel 212k IP phone offers the following icons to help indicate the operational state of the device. Unheard Voice Messages Missed Calls Logged Into Workgroup Logged Into Workgroup (In Wrap-Up) Logged Out of Workgroup Redial Last Dialed Number Redial Last Received Number Redial Last Missed Number LED Color Guide for ShoreTel 212k Custom Buttons The table below provides information about the LED colors and blink patterns associated with the various operational states.
LED Color and Blink Pattern State Green Steady on Active Conference Call Green Steady on Remote Hold Green 1000ms on, 1000ms off Offering Call Orange 250ms on, 250ms off Held or Parked Call or Conference Call Red Steady on Whisper Page Call Red Steady on Active Call Whisper Muted Extension Monitor States 8 Off Idle Orange Steady on Idle and DND Off Idle and Message Waiting Orange Steady on Idle, Message Waiting and DND Green 1000ms on, 1000ms off Offering Call Green Steady on Activ
LED Color and Blink Pattern Green 800ms on State Picked up Monitored Ext. Call + Monitor Ext on Active Call Orange 200ms on Orange 200ms on, 100ms off, 200ms on, 500ms off Picked up Monitored Ext. Call and Held + Monitor Ext on Active Call Orange 200ms on Picked up Monitored Ext.
LED Color and Blink Pattern Orange 250ms on, 250ms off State (Unpark, Pick/Unpark Only) Held/Parked Toggle Functions (Record, Whisper Mute) Off Function Off Orange Steady on Function Available Orange 500ms on, 500ms off Record Active Orange 500ms on, 500ms off Whisper Mute Active 10
LOGGING IN If you are using your phone for the first time and no extension has been assigned, the phone's display shows “Available.” You can place calls but not receive them. You need to log in, change your password, record your name, and assign your extension to this phone. To log in: V o ic e M a i l Step 1 Press Step 2 Enter the extension number assigned to you by your system administrator.
MANAGING CALLS – BASIC FEATURES Placing Calls Using the Handset To place an internal call, pick up the handset and enter the extension. To place an external call, enter the trunk access code, then the phone number. To end a call, hang up the handset. Using the Speakerphone To place an internal call, press the Speakerphone button and enter the extension. To place an external call, enter the trunk access code, then the phone number. To end a call, press the Speakerphone button again.
Answering Calls Ring tones and the flashing red LED light in the top right corner of your phone identify an incoming call. A double ring signifies an internal call while a single ring indicates an external caller. The caller’s name and number may appear on your display if the information is available.
Sending a Call to Voice Mail When an incoming call arrives, you can press the Menu button will cause the following menu to appear: which Press the custom button next to the To VM soft key to send the caller directly to your voice mailbox. Alternatively, you can press the Menu button to return to the previous display. Diverting a Call You can send an incoming call to another extension or to an outside number without answering it.
Answering Additional Calls With the appropriate permissions (set by your system administrator), your 212k phone can receive up to 12 incoming calls at once simply by pressing one of the custom buttons which has been programmed for a call appearance. If you receive an incoming call while you are on the phone, you can press the custom call appearance key to answer the incoming call, and the current call will automatically be put on hold.
Using the Intercom The Intercom function allows you to connect with another party without ringing the party through a call line. To use this feature, you must have the appropriate permissions (set by your system administrator). The recipient must be using a ShoreTel IP phone. To intercom another party: In t e r c o m Step 1 Press Step 2 Enter the party’s extension, or press the custom key associated with the extension. Step 3 To end the call, press the Speakerphone button . .
Redialing and Checking Missed Calls You can use the Redial function to dial not only the last number you called, but the last several calls you made or received, including those you missed, which are denoted by the icon. To redial a call: Step 1 Press R e d ia l . Press it again to dial the last number you called. or R e d ia l Press the Redial button to display a list of previously dialed numbers, as shown below.
AUDIO CONTROLS Adjusting Ring Tone Volume To adjust the ring volume while the handset is on hook and the speakerphone is off, press and on the volume button. By pressing repeatedly, you can turn the ringer volume off. Adjusting Handset Volume To adjust the handset volume while the handset is off hook, press and on the volume button. Adjusting Headset Volume To adjust the headset volume while the headset LED is illuminated, press and on the volume button.
VOICE MAIL A steadily flashing light on your phone’s upper right corner, as well as stutter dial tone, signifies that you have unheard messages. The number of unheard messages appears on the idle screen of your phone’s display by the icon . Logging Into the Main Menu V o ic e M a i l To log in to the main voice mail menu, press the Voice Mail button , then enter your password followed by . (Your default password is 1234.
Choose one of the following options: Reply with a voice message Reply with a call back Return to the previous menu Hear envelope information (time and date sent) Move backward While listening to a message, you may “rewind” to several seconds earlier in the message. Pause Move forward While listening to a message, you may “fast forward” to several seconds later in the message.
After the message is addressed, if desired, you can press: Mark / unmark urgent Request return receipt Listening to Saved Messages From the Main Menu, you can listen to saved messages by pressing To interact with saved messages, press any one of the options under “Listening to and Interacting with New Messages” on page -19 (except for option 2). .
Reassign extension If you have the proper permission, you can assign your extension to any phone. The following options are available: Assign the extension1 Unassign the extension (The phone reverts to the extension originally assigned to it.) To assign to your extension to your last external number. Set your password Enter your new password, followed by Press and repeat to confirm. to cancel.
The following options are available: Confirm Cancel Additional options The following additional options are available: Enable or disable Outlook automated call handling Change e-mail delivery options Disable e-mail delivery Enable e-mail delivery Enable e-mail delivery with voice message attached Mark voice mail heard after e-mail delivery Change agent state (See “Changing the Agent State” on page 31.
Leaving a Message and Message Options When your call is sent to voice mail, you may leave a message when prompted, or you can use one of the following options while listening to the mailbox greeting: Bypass greeting and leave a message, then hang up to send it. Transfer to assistant. Forward to recipient’s Find Me destination (an optional number where calls can be forwarded) — if enabled; otherwise you will be prompted to record a message. Transfer to auto-attendant.
OPTIONS You can manage various options on your 212k by pressing the options button and entering your password. You can configure your call handling mode, automatic off-hook preference, ring tone, programmable keys, agent state as well as handsfree mode.
Asterisk indicates this is currently selected mode Step 2 Press the custom key to the left of Call Handling. Step 3 Press the custom key to the left of the desired call handling mode. or Change the Call Forward Always or No Answer destination by doing the following: Step 4 a Press the custom button on the right. b Press the Select button current setting. c Enter the new destination, followed by the custom button associated with Enter.
Changing Automatic Off Hook Preference ShoreTel users who frequently use a headset may want to use the Automatic Off Hook Preference feature to select which audio path (speakerphone or headset) is automatically activated when placing or receiving calls. You can control the call activity with PCM. This feature also provides better notification for incoming calls by generating a call-waiting tone when the default audio pathway is set to Headset and the headset is enabled.
Changing Ring Tone You can set your IP212k phone to ring with one of four different ring tones. By default, your phone is set to the Standard ring tone. You can use the Options button the following: Step 1 to select the desired ring tone by doing Press the Options button and then Step 2 O p t io n s O p tio n s , followed by your password , the soft key Enter.
Programming Your Custom Buttons You can program the custom buttons on your IP 212k phone as shortcuts to operations that would normally require pressing two or three buttons to accomplish the same task. After a function is assigned to one of the 12 custom buttons, you can enter a label of up to six characters, and this label appears on the LED display next to the custom button.
The word “Call” toggles with the word “Appearance” due to limitations on the number of characters that can be displayed. Only Call Appearance and Dial Number (i.e. Speed Dial) functions are available from the phone interface. Contact your system administrator if you want access to other programmable button functions. Step 4 Press the custom key to the left of the function you would like to assign to this key.
Changing the Agent State If you are a member of a workgroup and you need to log into the workgroup at the start of your day, or log out to take a break, you can change your agent state via the IP 212k interface. Note that the Agent State option is only available if your PCM client type is one of the following: Workgroup Agent, Workgroup Supervisor, or Operator.
Enabling or Disabling Handsfree Mode Handsfree mode is for analog telephone users who are using headsets. IP phone users should instead choose the Auto Off-Hook Preference. See “Changing Automatic Off Hook Preference” on page -27 for more information. With handsfree mode enabled, you can place or receive calls by using a headset or the speakerphone. By default, handsfree mode is disabled.
DIRECTORY You can use the Directory to find internal extension numbers on your network by pressing the Directory button , to display the following: D i re cto r y ShoreTel 212k Directory Interface To limit the search results, start spelling the person’s name using the keypad. Use to enter a wildcard character and to enter a space. You can also press the custom buttons associated with the Up and Down soft keys to scroll through dialed numbers, one page at a time.
MANAGING CALLS – ADVANCED FEATURES In addition to performing the regular functions of placing calls and answering calls, your phone supports several other advanced functions. If you use any of these features on a regular basis, you may benefit by having your system administrator assign the desired function to one of the custom buttons on your phone. Programmable Custom Buttons The 212k IP phone has eleven custom buttons that can be programmed with different functions.
• Conference Intercom – The ShoreTel system allows you to conference up to three parties (six depending on configuration) allowing you to consult using the intercom with each new party before they enter the conference call. Please see section “Making a Conference Call” on page -15 for more information. • Dial Mailbox – The ShoreTel system allows you to call another user's mailbox without ringing their phone. If you use this feature often, contact your system administrator about programming a custom key.
• • • • • • • • • 36 Please see “Parking and Unparking Calls” on page -40 for more information. Record Call – The ShoreTel system allows users with proper permission to record active calls they are currently on. This feature is useful for certain users including writers, interviewers, sales people, lawyers that must record calls for important business reasons. A custom key can be programmed to invoke the record feature for quick, one-touch feature operation.
• Unpark – The ShoreTel system allows users to unpark a connected call from another extension. Please see “Parking and Unparking Calls” on page -40 for more information. • Whisper Page – The ShoreTel system allows users with the proper permission to enter a call on another extension and whisper just to that one party. The third party on the call cannot hear the whisper. The destination party has the option to talk back to you privately using the whisper mute feature.
• Outbound to an external number – the caller-id will be used in following order, based on availability: • Outbound caller-id configured for that BCA • DID number configured for that BCA • External identification or caller-id number of the user that initiated the BCA call • Outbound to an external emergency number (such as 911) – the emergency identification or a CESID number of that user will be sent. For more information about Bridged Call Appearances, see your system administrator.
When you put a call that has come in to the monitored extension on hold, the call is parked on the owner's phone, so that either of you may pick up the call again. The system administrator can configure your monitored extensions to deliver Caller ID on inbound call, display Caller ID on active calls, turn on, turn off or delay the ringing on inbound calls.
Toggling the Hunt Group Status With the appropriate permissions, you can toggle the hunt group status from busy to not busy (or vice versa) by entering , plus the extension of the hunt group. This feature is especially useful when hunt group members are in a meeting or leave work early. If you are a member of more than one hunt group, you must enter the extension associated with the desired hunt group after entering the access code above.
To unpark the call from a different location: Step 1 Press the Menu button and press the custom key next to the word “Unpark,” which appears on the display. Step 2 Enter the extension number from which you want to unpark the call. Step 3 Press the custom key next to the word “Enter.” NOTE If you use the Park or Unpark feature often, you should have your system administrator configure a custom key to provide one-button park operation.
CALL MANAGER SOFTWARE In addition to using the telephone interface of your 212k IP phone to access the ShoreTel features, you can accomplish many of the same tasks with ShoreTel’s Call Manager software. ShoreTel's Call Manager software provides a visual, information-rich interface for managing and controlling communications – both telephone calls and voice mail.
WEB ACCESS ShoreTel Web Access is a browser-based interface by which users can manage personal options and settings from any web browser from anywhere in the world. Call handling details and notification settings can be managed securely and easily from anywhere. For more information about web access and what features are available to you, see your system administrator.
TROUBLESHOOTING Problem: Your system is notifying your callers that your mailbox has exceeded its limit and is unable to accept new messages. Solution: The voice mail system includes recently deleted messages still residing in the mailbox in the total count.2 If your mailbox is full, first purge any backlog of deleted messages: Step 1 At the Main Menu prompt, press Step 2 Press to remove deleted messages. Step 3 Press to confirm deletion. . Problem: Your display reads "No Service.
Problem: Your phone’s display does not show the date and time. Solution: Your phone cannot locate the time server. Contact the system administrator. Viewing Phone Information To view information about your phone, such as IP address, subnet mask, version, and MAC address, follow these steps: Step 1 With the phone on hook, press the Mute button . The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the handset.
Rebooting Your Phone To reboot your phone, follow these steps: Step 1 With the phone on hook, press the Mute button . The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the handset. Step 2 Dial R-E-S-E-T on the keypad and then press phone reboots. . Your Adjust Display Contrast You can adjust the contrast on the LED display by doing the following: Step 1 With the phone on hook, press the Mute button .
QUICK REFERENCE OF COMMON STAR CODES Park a call + ext. UnPark a call + ext. Picking Up a Remote Extension + ext. Picking Up the Night Bell Using the Intercom + ext. Barge In + ext. Silent Monitor + ext. Toggling the Hunt Group Status + HG ext. Whisper Page + ext.
