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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 and training videsos on phones, voicemail and Communicator 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.

Voicemail

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 Communicator and it will play the message over your phone.

From your computer:

Use Communicator to send voicemail to email. See the Communicator 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! There are two ways to set this up. Both are configured through Communicator. See the Communicator FAQs for more information.

Can I forward a voicemail to someone else?

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

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

Communicator

What is Communicator?

Communicator 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?

There are two ways within Communicator to do this:

Outlook integration - forwards the message to Outlook with a built-in player. When you delete the message from email, it is also deleted from your voice mailbox. This option is enabled by default. To disable it, go to "Tools" in Communicator and select "Outlook." Click the uninstall button next to "Outlook voice mail integration is installed."

Email wave file - sends an email with the message attached as a wave file. You can listen to the message with any device that can play a wave file, like most cell phones. When you delete the email, it does not delete it from your voice mailbox. This option is not enabled by default. To enable it, go to "Tools" in Communicator and select "Voice mail." Under Notification Delivery Options, select "Email Wave file."

You can have both options enabled but you will receive two emails for every voice mail.

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.