Shoretel IP Phone FAQ


General Questions

What is ShoreTel, what is VoIP and why are we switching?

VoIP, or Voice over Internet Protocol is the current standard for providing telephone service and ShoreTel is the platform selected by the Campus to replace our telephone system. We're switching because our current system has been retired by the manufacturer and is nearing end-of-support.
Shoretel will connect phones through our data network and offers some exciting new features.

Where can I find more information about my new phone?

You can find printable guides here.

Can I make calls directly from my computer?

Not at this time. Location reporting for 911 compliance cannot be accommodated with our current technology.

Is VoIP the same as Skype? Is calling now free over the internet?

No. Calls to and from campus are still being made over lines provided by one of our carriers, such as Verizon or AT&T.


How do I check my voicemail?

The red indicator light on your phone will be lit when you have a new message. You have several options to play the messages.

From your own phone:

Choose one of the following methods:

Press the "voicemail" key and follow the on-screen prompts.

Dial 2222, enter your voicemail password and follow the voice prompts.

Click the message in Connect and it will play the message over your phone.

From your computer:

Use Connect to send voicemail to email. See the Connect documentation for details.

From another ShoreTel phone:

Dial 2222 and enter #. Follow the prompts to enter your number and password.

From a Nortel or Off-Campus Phone:

Dial 2222 (607-436-2222 from off campus) and follow the prompts.

Can I receive my voicemail in my email?

Yes! You can set it up using the Connect client or you can contact the IT Service Desk and place a request to have it enabled.

Can I forward a voicemail to someone else?

Dial into your voicemail (this option is not available from the phone display) and play the message. When it finishes, press 4 and follow the prompts to forward the message.

If you are receiving your messages in email, you can forward an email with the message attached as a wave file to another person's email account.


What is Connect?

Connect is a computer application that can be used to manage your phone and voicemail settings. It can import your contacts from Outlook, forward your voicemails to email and lots more.

How do I forward voicemail to email?

Open the "Connect" menu at the very top of the application and select "Settings."

Screenshot of the Connect menu in Shoretel

Navigate to "Notifications and on the Voicemail tab, edit the settings:

Screenshot of the Notifications page in Shoretel to edit the voicemail settings

Call Handling

What is Park?

Park can be used to send a call to another phone without transferring. When you park a call, enter the extension of the phone you want the call to be picked up on. You or someone else can then go to that phone and pick up the call. You might use park when you want to take the call in a different location or if the person taking the call is not right at their phone. Park gives you more time to retrieve the call than transfer.