Mastering the ShoreTel IP Communication System

Basic Training Syllabus

Basic User Training IP Telephone Personal Call Manager - P a g e | 1

Objectives of the class: Understanding new technology can at times appear challenging. However, implementation of a ShoreTel IP system which combines the telephone with your PC enhances your ability to handle calls easily and effectively. The Personal Call Manager allows you to completely control how and when you receive your calls while offering your callers the fastest service possible. At the end of this class you will be able to identify and use all basic features and functions of the telephone as well as implement the more advanced call controls afforded by the Personal Call Manager. Class Outline: This class is designed to provide an interactive demonstration of the call handling functions and ensure that each user has the optimal learning experience. We invite your comments and questions. ThePhysicalPhone:
Telephonelayout Makeandreceivecalls Placecallsonholdandretrievecallsfromhold Transferringcalls(blindandwarmtransfer) Conferencecalling

VoiceMail:
Loggingin Retrievingmessages Savingmessages Forwardingmessages Creatingandsendingmessages Deleting/Undeletingmessages Loggingout

PersonalCallManager(PCM):
PCMinterface Windows,Viewers&Menus Changingextensionassignment

Basic User Training IP Telephone Personal Call Manager - P a g e | 2

Mastering the ShoreTel IP Communication System

The Physical Telephone

Basic User Training IP Telephone Personal Call Manager - P a g e | 3

GettingStarted: WelcometoyourShoreTelIPphone!Yourphonehasmanyuniquefeatures, includinganintuitivevisualinterface,customkeys,quickdialerdirectory,call handlingmodesforwhenyoudonotwanttobedisturbed,conferencing,and muchmore.

Basic User Training IP Telephone Personal Call Manager - P a g e | 4

RINGINGANDLISTENINGVOLUME Pressingthe or Volumebuttonyoucanadjustthevolumeofyourphones ringerwhilethehandsetisonhookorthelisteningvolumewhilethehandsetis offhook.Also,thespeakervolumecanbeadjustedbypressingtheVolume buttons. RINGTONES YoucanselectfromseveraldifferentringtonesbyselectingtheOPTIONSbutton, enteryourpasswordfollowedby#,select3thenpressEDIT.Yourdisplaywilllist thefourdifferentRingTonesavailable.SelectringtoheartheirsoundthenOKto selecttheRingTone.PressDONEtocompletetheupdate. PLACINGCALLS UsingtheHandset Toplaceaninternalcall,pickupthehandsetanddialtheextension.Toplacean externalcall,dial9,thenthephonenumber.Toendacall,hangupthehandset. UsingtheSpeakerphone Toplaceaninternalcall,presstheSpeakerphonebuttonanddialtheextension. Toplaceanexternalcall,dialthetrunkaccesscode9,thenthephonenumber.To endacall,presstheSpeakerphonebuttonagain. HOLD Toplaceacallonhold,presstheHoldbutton.OntheShoreTel230/265/560 phone(s),thecustomkeyblinksorangeorgreen,atwhichpointyoucansafely placethehandsetonhook(orpressthespeakerorheadsetbutton)without endingthecall.Totakethecalloffhold,pressthecustomkeywiththeblinking LED,orpresstheHoldbuttonagain. Ifyouarenotonanothercallwhileacallisonhold,youwillhearareminderring in15secondsandatoneminuteintervalsafterthat.Ifyouhavereceivedseveral calls,youwillreceiveareminderringforthecallthathasbeenonholdthe longest.
Basic User Training IP Telephone Personal Call Manager - P a g e | 5

REDIAL Thisbuttonenablesyoutoviewthelastnumbersyouenteredintothedialpad eitherinternalorexternal.Liftthehandset,presstheRedialbutton,scrolltothe extensionornumberyouwishtocallthenselectDIAL.Hanguptoendthecall. MUTINGACALL PresstheMute buttonsothecallerdoesnthearyou.TheLEDontheMute buttonturnsredwhenthemuteisactive. DIRECTORY Pressthebuttontoaccessyourcompanydirectory.UsingtheDialPadyoucan spellthepersonsfirstorlastname.SelecttheDialorIntercomsoftkey/button. TRANSFERRINGACALL Totransferacallfromyourextensiontoanothernumber: Step1 PresstheTransferbutton.Thecallisputonhold. Step2 Attheprompt,dialthenumber(orpresstheextension's customkey,orusetheDirectorytofindtheparty),thendo oneofthefollowing: a Completeablindtransferbyhanginguporbypressing theTransfsoftkey.

b Speaktotherecipientbeforetransferringbypressingthe Consltsoftkey.Afterconsultation,presstheYessoftkey tocompletethetransfer,orpresstheCancelsoftkeyto abandonthetransferandreturntotheoriginalcall. c ConsultbyintercombypressingtheMoresoftkey,and thenpressingtheIntcomsoftkey.

d Sendthecalltotherecipient'svoicemailboxbypressing theMoresoftkey,andthenpressingToMB. MAKINGACONFERENCECALL Youcanconferenceuptosixpeople(whichincludesyourself)intoaconnected callbyfollowingthesesteps:

Basic User Training IP Telephone Personal Call Manager - P a g e | 6

Step1 PresstheConferencebutton.Thecallisputonhold. Step2 Dialtheextensionofthepartyyouwouldliketoconference Step3 PresstheConfrnsoftkeytoringthepartydirectly. or DialthenumberandpresstheConsltsoftkeytospeakwith therecipientbeforeringinghimorherintotheconferencecall. Afterconsultation,presstheYessoftkeytocompletethe conferencecall,orpresstheCancelsoftkeytoreturntothe originaltwopartycall. Step4 Repeattoaddadditionalparties. PAGING Ifyouhaveaccesstothepagingfunction(setbyyouradministrator),dialthe numbergiventoyouandwaitfortheconfirmationtone,thenbeginspeakinginto thehandset.Hangupwhenyouarefinished. CALLWAITING Ifyoureceiveanincomingcallwhileyouareonanotherline,youllhearabeepon thecall.Toanswertheincomingcallandputthecurrentcallonhold,pressthe Holdbuttonthentheblinkingkeyoftheincomingcall. CALLPARK Youcanparkaconnectedcallonyourextensiontobepickedupatanother extensionbydoingthefollowing: Step1 PressthePARKsoftkey.Thecallisputonhold. Step2 EnterParkDestinationwhichistheextension.PressPARK again. Step3 Liftthehandsetattheextensiontoretrievetheparkedcall.

Basic User Training IP Telephone Personal Call Manager - P a g e | 7

USINGVOICEMAIL Asteadilyflashinglightonyourphonesrightmostuppercornerandstutterdial tonesignifiesthatyouhaveunheardmessages.Thenumberofunheardmessages appearsontheidlescreenofyourphonesdisplaybytheicon . LoggingIntotheMainMenu Tologintothemainvoicemailmenu,presstheVoiceMailbutton,thendial yourpasswordfollowedby#.(Yourdefaultpasswordis1234.) LoggingInfromAnotherExtension Tologintothemainvoicemailmenufromanotherextension,pressthe VoiceMailbutton,followedby##,thenyourextension,followedbyyour password,andthen#. LoggingInfromanExternalPhone Tologintothemainvoicemailmenufromanexternalphone,dialyourpersonal number,wait for your greeting, press * then, #, enter your extension number followed by your password, then # 1 ListeningtoandInteractingwithNewMessages FromtheMainMenu,youcanlistentoandreplaynew messagesbypressing1.Tointeractwithnewmessages, pressoneofthefollowing: 1 Replaythemessage 2 Savethemessage 3 Deletethemessage 4 Forwardthemessage

Basic User Training IP Telephone Personal Call Manager - P a g e | 8

Afterrecordingtheprefacingremark,press: # Accept 1 Review 2 Rerecord * Cancelrecording 5 Replytothemessage Chooseoneofthefollowing: 1 Replywithavoicemessage 2 Replywithacallback * Returntopreviousmenu Hearthemessageenvelope MoveBackward(rewindthemessageseveral seconds) Pause Moveforward(fastforwardthemessageseveral seconds) Press0againtotransfertotheoperator Skiptonextmessage Cancelreview

6 7 8 9

0 # * SendingMessagesfromVoiceMail FromtheMainMenu,youcansendmessagesbypressing2. Thefollowingoptionsareavailablewhilerecordingyour message: * Cancel # Finishedrecording 1 Review 2 Rerecord Afteryouaresatisfiedwithyourrecording,youwillbe promptedtoentertherecipientsextension.

Basic User Training IP Telephone Personal Call Manager - P a g e | 9

LOGGINGIN Ifyouareusingyourphoneforthefirsttimeandnoextensionhasbeenassigned, thephone'sdisplayshowsAvailable.Youcanplacecallsbutnotreceivethem. Youneedtologin,changeyourpassword,recordyourname,andassignyour extensiontothisphone.Tologin: Step1 PressVOICEMAIL Step2 Entertheextensionnumberassignedtoyoubyyoursystem administrator. Step3 Ifyoursystemadministratorassignedyouapassword,enterit now(otherwiseenteradefaultpasswordof1234),andpress #. Step4 Enteranewpasswordfollowedby#.Checkwithyoursystem administratorforpasswordlength.Repeattoconfirm password. Step5 Speakyournameandpress#,thenpressoneofthefollowing options: # Accept 1 Review 2 Rerecord 3 Delete * Cancel Step6 Toassignyourextensiontothisphone,press7forvoicemail options,andthenpress3toreassigntheextension.Then, press1.

Basic User Training IP Telephone Personal Call Manager - P a g e | 10

Mastering the ShoreTel IP Communication System

The Personal Call Manager

Basic User Training IP Telephone Personal Call Manager - P a g e | 11

WhatisCallManager? CallManageristheShoreWareclientapplicationthatmanagesauserscalls, voicemail,andpersonalsystemsettingsthroughagraphicaluserinterface. ShoreTelCallManageristheeasiestwaytocommunicateefficientlywithyour colleaguesandworkpartners.CallManageroffersasetofproductivitytoolsfor bettercommunicationwhetheryouareastandarduser,anoperator,whether youareworkingfromhome,ontheroadorbasedinanoffice.Thislessonwill helpyoufindyourwayaroundthissoftware. BelowisanillustrationoftheCallManagerwindow:

Basic User Training IP Telephone Personal Call Manager - P a g e | 12

ControlButtons YoucancontrolacallfromtheCallManagerinterfacebyclickingonthebuttons intheActiveCallWindow. Optionsareshownbelow:

Basic User Training IP Telephone Personal Call Manager - P a g e | 13

Mastering the ShoreTel IP Communication System

Where Can I Get More Help?

Basic User Training IP Telephone Personal Call Manager - P a g e | 14

HelpisJustaClickAway! Alotofresourcesareavailabletoassistyoutogetthemostfromyournew ShoreTelIPsystem.Youcan: Callusforhelpat4124891100 VisitShoreTelsonlinevideotrainingthisinteractiveaudioand videositehasextensivetrainingtoolsyoucanview24hoursaday: http://support.shoretel.com/training/

Basic User Training IP Telephone Personal Call Manager - P a g e | 15