Stacy’s Tip of the Week 7.8.16 ShoreTel: Interacting with Calls

UGH…why can’t I do this? I keep hanging up on my caller. Why doesn’t it work the way I want it to?

Interacting with Calls via ShoreTel Phone:

Note:Functions may vary slightly between IP230 and IP 480

On Hold

Press the active call’s green call appearance button. Call appearance button turns orange.

Press the Hold function key.

Either option will place the active call on hold and make the next call appearance available to an outbound call. You will also see in the Display Area the length of time the call is on hold.

A reminder ring will happen at 10 seconds and then at one-minute intervals until the hold call is answered.

Off Hold

Press the blinking orange call appearance button. Call appearance button turns green.

Diverting Incoming Call

You can send a call to voice mail or to another number without answering.

1. Send to Voice Mail:
   1. Press the Voice Mail function Key
   2. Press the To VM soft key
   3. Press #
   4. Transfer to another number
2. Press Transfer function key:
   1. Enter extension you want to transfer to and the call rings at that extension

Note:Administrative rights and permission have to be set for these functions

 Park and Unpark Calls

To Park:

Press the Park soft key

Dial the extension where you want to park the call (if the call is not answered on the designated extension, the call will be returned to the original extension: default is 60 seconds)

To Unpark: (call must be on hold at the other extension)

Press the Unpark soft key

Dial the extension number from which you want to unpark the call

Pick up Incoming Call for Another Extension

Press the Pickup soft key

Dial the extension number for which you want to pick up an incoming call

 

Interacting with Calls via ShoreTel Communicator:

What does this all mean? There are so many options. Will I really be using them. How can Communicator make my job more efficient?

Note: Using ShoreTel Communicator for Windows will view differently on a MAC.

Using Communicator for Windows is as easy as a mouse click away. Most functions can be done using the call appearance area, the tool bar or the main menu. Additionally, the phone will react and provide information on the Display Area.

On Hold

There are multiple options to place a call on Hold. Click in the active call area or the tool bar. On the phone, the call appearance button turns orange.

Either option will place the active call on hold and make the next call appearance available to an outbound call. You will also see in the Display Area the length of time the call is on hold.

A reminder ring will happen at 10 seconds and then at one-minute intervals until the hold call is answered.

Off Hold

There are multiple options to remove a call on Hold.

Click in the active call area or the tool bar.

Diverting Incoming Call

You can send a call to voice mail or to another number without answering.

Voice Mail

Then click on Yes and the call will disappear from the active call area.

Or right click on the active call for the drop down menu.

Transfer

Transfer to another number

Type the number or extension of the number to Transfer the call.

Or right click on the active call for the drop down menu.

Park, Unpark and Incoming Calls

Park

Type the number or extension of the number to Park the call.

Unpark or Pickup Incoming Call

Left-click Dial and choose Pickup/Unpark

 

Thank you for reading your ShoreTel Tip. Have a great week!

 

 

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SHORETEL TIP OF THE WEEK! InteractingWithCalls

SHORETEL TIP OF THE WEEK! Communicator.InteractingWithCalls