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ShoreTel Communicator for Windows Guide RELEASE 11USER GUIDESShoreTel 11

ShoreTel Communicator for Windows 10Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries1008.2.2.3 Adding Directory Entries to the Contact ListContact groups are subsets

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 101To edit contact information for a personal contact:Step 1 Right-cl

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries102Step 2 Modify the desired data fields.Step 3 Press the OK button to modify the

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 1038.3 Contact ViewerThe Contact Viewer provides access to Contact Gr

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries104Figure 8-6CContacts Viewer Window8.3.2 Contact Viewer ComponentsThe Contact Vi

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 1058.3.2.2 Viewer ComponentsThe components that are visible on the Co

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries1068.3.3 Managing Contacts8.3.3.1 Adding Entries to the Contact ListContacts are

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 107— Link this contact to an existing Directory Entry. Select this op

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries1088.3.3.3 Editing a Contact EntryYou can edit the contact information for Person

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 1098.3.3.4 Removing a Contact EntryDeleting entries from a Contact Li

ShoreTel 11 11CHAPTER1Introduction1.1 ShoreTel Communicator for Windows ShoreTel Communicator, formerly known as Call Manager, is the end-user applica

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries1108.4.1 ImplementationThe following sections describes the steps required for Sh

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 1118.4.1.2 Placing the FileProperly configured CSV and XML Files plac

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries112Directory Item DetailsDetails of contacts imported from the CSV or XML files a

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 113• Fields that contain commas must be surrounded by double quotes.E

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries114— Department: Directory Viewer displays contents under the Department column.—

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 1158.4.2.2 XML FilesXML files contain a structured set of elements. T

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries116— valid attributes: type, name, valueType: The type attribute must be equal to

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 117ExampleThe following is an example an ShoreTel Communicator Contac

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries118To open the Speed Dial Viewer, perform one of the following:• Click the Applic

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 119To edit a Speed Dial label:Step 1 Right click the entry and select

ShoreTel Communicator for Windows Chapter 1: Introduction12

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries120

ShoreTel 11 121CHAPTER9Managing Voice Mail9.1 IntroductionShoreTel Communicator provides access to voice messages received by your user and workgroup

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail122Each mailbox contains three folders: an Inbox folder, a Saved folder, and a Deleted

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 1239.2.2.2 ContentMessage content consists of the message recording as com

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail124Voice Main Viewer components include:• Action bar: The action bar contains buttons

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 125Viewer operations that manipulate Voice Mail viewer heading bar content

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail1269.3.2 Managing Viewer ContentsThe following sections describe the file manipulation

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 127Figure 9-3DDownload Indicator9.3.2.4 Exporting a Voice Mail MessageYou

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail1289.4.2 Replying to a Voice MessageYou can reply to voice messages sent by other Shor

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 129Step 2 Click the To button to select the Message Recipients.ShoreTel Co

Chapter 1: Introduction ShoreTel Communicator for WindowsShoreTel 11 131.3 System Requirements1.3.1 Operating SystemsShoreTel Communicator for Windows

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail1309.4.5 Editing the Subject HeaderYou can edit the subject header of your voice messa

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 1319.4.7 Viewing Voice Message InformationThe voice mail properties dialog

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail132Step 3 Enable Notification and specify the content of notification messages from th

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 1339.5.3.2 Escalation StructureEscalation components interact with other S

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail1349.5.3.4 Configuring EscalationThe following steps are required to configure and ena

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 1359.6.2 Distribution Lists panelThe Distribution Lists panel, as shown in

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail136• Delete button: Pressing the Delete button removes the highlighted list from the L

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 1379.6.3.2 Recording a Distribution List PromptThe Distribution List promp

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail1389.6.3.3 Editing Distribution ListsYou can change the members on existing user lists

Chapter 9: Managing Voice Mail ShoreTel Communicator for WindowsShoreTel 11 1399.6.4 Using a Distribution ListDistribution lists are available as cont

ShoreTel Communicator for Windows Chapter 1: Introduction141.3.2 Hardware RequirementsComputer Hardware requirements for running ShoreTel Communicator

ShoreTel Communicator for Windows Chapter 9: Managing Voice Mail1409.7.2 Using System IDs to Address AMIS Voice MailYour system administrator can conf

ShoreTel 11 141CHAPTER10Shared Call Appearance10.1 IntroductionShared Call Appearance is a ShoreTel client feature that establishes common Bridged Cal

ShoreTel Communicator for Windows Chapter 10: Shared Call Appearance142Figure 10-1EEdit Panel – Executive Bridged Call AppearancesStep 3 Enter the des

Chapter 10: Shared Call Appearance ShoreTel Communicator for WindowsShoreTel 11 143• To create a executive extension, open the Edit User panel for the

ShoreTel Communicator for Windows Chapter 10: Shared Call Appearance144The following procedure opens the aBCA edit panel:Step 1 In Director, open the

Chapter 10: Shared Call Appearance ShoreTel Communicator for WindowsShoreTel 11 14510.1.2 Using Shared Call AppearanceA typical Shared Call Appearance

ShoreTel Communicator for Windows Chapter 10: Shared Call Appearance14610.1.3.2 Outbound CallsThe following scenario describes a typical process of se

ShoreTel 11 147CHAPTER11Silent Coach11.1 IntroductionSilent Coach is a ShoreTel client feature that allows a user to intervene in another user’s activ

ShoreTel Communicator for Windows Chapter 11: Silent Coach14811.2 Silent Coach Configuration11.2.1 Configuring Silent Coach PermissionsSilent Coach ac

Chapter 11: Silent Coach ShoreTel Communicator for WindowsShoreTel 11 14911.2.2 Enabling the Silent Coach Warning ToneShoreWare provides an option for

ShoreTel 11 15CHAPTER2Getting Started2.1 IntroductionThis chapter discusses installation issues and describes application preferences.2.2 Installation

ShoreTel Communicator for Windows Chapter 11: Silent Coach150Step 3 Enter the button label in the Label field.Step 4 To program the button to monitor

Chapter 11: Silent Coach ShoreTel Communicator for WindowsShoreTel 11 151Step 2 Enter an extension or select an item from the drop-down list.Step 3 Cl

ShoreTel Communicator for Windows Chapter 11: Silent Coach15211.3.2 IP PhoneTo perform a Silent Coach from a ShorePhone programmable button, press the

Chapter 11: Silent Coach ShoreTel Communicator for WindowsShoreTel 11 153Figure 11-6IP Phone User Interface – Silent Coach initiator

ShoreTel Communicator for Windows Chapter 11: Silent Coach154Softkey options available to the Silent Coach initiator:• SilMon: Transitions the session

ShoreTel 11 155CHAPTER12Workgroups and Operators12.1 IntroductionWorkgroups is an entry level contact center application for small, informal Automatic

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators15612.2.3 OperatorOperator ShoreTel Communicator is assigned to users that are requir

Chapter 12: Workgroups and Operators ShoreTel Communicator for WindowsShoreTel 11 15712.3.2 Call Wrap-UpThe Call Wrap-Up feature gives you time betwee

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators15812.4.1.1 Viewer ComponentsThe Queue Monitor comprises an action bar, a workgroup t

Chapter 12: Workgroups and Operators ShoreTel Communicator for WindowsShoreTel 11 159• Call table: The bottom table lists the calls that are in the qu

ShoreTel Communicator for Windows Chapter 2: Getting Started162.2.2 64-bit Platform SupportShoreTel 11 extends support for running ShoreTel Communicat

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators16012.4.2 Agent MonitorThe Agent Monitor, shown in Figure 12-2, displays the status o

Chapter 12: Workgroups and Operators ShoreTel Communicator for WindowsShoreTel 11 161• Small Icons – This view displays all Agents without separating

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators16212.4.2.3 Context Menu OperationsYou can perform most operations available on the A

Chapter 12: Workgroups and Operators ShoreTel Communicator for WindowsShoreTel 11 163When viewing the Agent's IM status the supervisor quickly ca

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators164Figure 12-5IInstant Messaging Server InfoFigure 12-6IIM User Profile Configuration

Chapter 12: Workgroups and Operators ShoreTel Communicator for WindowsShoreTel 11 16512.4.4 Bridged Call Appearance MonitorThe Bridged Call Appearance

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators166Example: The system administrator configures a BCA with an extension of 118 and a

Chapter 12: Workgroups and Operators ShoreTel Communicator for WindowsShoreTel 11 167• List – BCA stack positions are displayed in a single column tha

ShoreTel Communicator Manual Chapter 12: Workgroups and Operators168The Contact viewer for operators provide an Action bar, through which Park, Pickup

ShoreTel 11 169CHAPTER13Contact Center13.1 IntroductionThe ShoreTel Contact Center is a software application that controls, manages, and monitors call

Chapter 2: Getting Started ShoreTel Communicator for WindowsShoreTel 11 17To configure ShoreTel Communicator to start when you log into Windows:Step 1

ShoreTel Communicator for Windows Chapter 13: Contact Center17013.2 RequirementsContact Center agents can access Contact Center through ShoreTel Commu

Chapter 13: Contact Center ShoreTel Communicator for WindowsShoreTel 11 171Mail Accounts allows agents to receive email from callers through standard

ShoreTel Communicator for Windows Chapter 13: Contact Center172Step 4 The Group manager window allows you to log into or out of select contact center

Chapter 13: Contact Center ShoreTel Communicator for WindowsShoreTel 11 173Step 7 Next, click the Configure Queue Monitor button from the Contact Cent

ShoreTel Communicator for Windows Chapter 13: Contact Center17413.3.1 Accessing Contact Center Features from ShoreTel Communicator• Depending on how t

Chapter 13: Contact Center ShoreTel Communicator for WindowsShoreTel 11 17513.4 Using Contact Center through ShoreTel CommunicatorYou can use the Cont

ShoreTel Communicator for Windows Chapter 13: Contact Center176Figure 13-10 Receiving Contact Center Call Through ShoreTel Communicator

ShoreTel 11 177CHAPTER14Outlook Integration14.1 IntroductionFor Microsoft Outlook users, ShoreTel Communicator supports integration with Outlook inbox

ShoreTel Communicator for Windows Chapter 14: Outlook Integration178To program ShoreTel Communicator to activate the Outlook Contacts panel when you r

Chapter 14: Outlook Integration ShoreTel Communicator for WindowsShoreTel 11 179Step 3 To install Voice Mail Integration, press the Install button loc

ShoreTel Communicator for Windows Chapter 2: Getting Started182.3.4 Active Directory IntegrationWhen ShoreTel Active Directory (AD) Integration is ena

ShoreTel Communicator for Windows Chapter 14: Outlook Integration18014.4.2 Configuring Outlook for Automatic Call HandlingYou can set ShoreTel Communi

Chapter 14: Outlook Integration ShoreTel Communicator for WindowsShoreTel 11 18114.4.4 Changing and Cancelling Automatic Call HandlingWhen Outlook is

ShoreTel Communicator for Windows Chapter 14: Outlook Integration182

ShoreTel 11 183APPENDIXAOptions and Preferences WindowA.1 IntroductionThe Options and Preferences window contains panels that configure many ShoreTel

ShoreTel Communicator for Windows Appendix A: 184• Move keyboard focus to Quick Dialer when activating ShoreTel Communicator: When this option is sele

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 185• Show company names: Select this option to include company entries in your QuickDialer l

ShoreTel Communicator for Windows Appendix A: 186A.2.3 Call Handling ModeThe active Call Handling Mode determines the settings that ShoreTel Communica

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 187— Warn when Standard Call Handling is set to Forward Always – Select this option to recei

ShoreTel Communicator for Windows Appendix A: 188Refer to Section 4.5.4 on page 46 for Automated Call Handling information.To access a Call Handling M

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 189A.2.5 Extension AssignmentExtension Assignment is a ShoreWare feature that allows users t

Chapter 2: Getting Started ShoreTel Communicator for WindowsShoreTel 11 192.4 Usage Preferences2.4.1 Language SelectionShoreTel Communicator displays

ShoreTel Communicator for Windows Appendix A: 190Pressing the arrow on the right side of the field displays phone numbers that you previously specifie

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 191To access the Find Me configuration panel, open the Options and Preferences window and se

ShoreTel Communicator for Windows Appendix A: 192— Disabled – Selecting this option disables Escalation Notification.— Email Wave file – Selecting thi

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 193A.2.8 EscalationEscalation Notification is a Voice Mail delivery method that defines a li

ShoreTel Communicator for Windows Appendix A: 194• Escalation Notification Profiles: Escalation profiles designate a roster of contacts that can be no

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 195Profile ParametersProfile parameters are located at the top of the panel and include the

ShoreTel Communicator for Windows Appendix A: 196Outlook panel parameters include:• Contact Import: These parameters control the importing of Outlook

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 197• Voice Mail: This section displays the Outlook Voice Mail Integration status and specifi

ShoreTel Communicator for Windows Appendix A: 198• Calls in Q: This column lists the number of calls required to trigger a threshold exceeded warning

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 199• Change Password: Press this button to change the password that authorizes the user to a

Document and Software CopyrightsCopyright © 1998–2010 by ShoreTel, inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United Stat

ShoreTel Communicator for Windows Chapter 2: Getting Started20Step 2 Select Sounds in the menu on the left side of the window.Step 3 Select the desire

ShoreTel Communicator for Windows Appendix A: 200• Prefix to dial external number: This parameter specifies the trunk upon which calls made through Sh

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 201— Rule Buttons: Rule buttons are located at the top of the panel and control the creation

ShoreTel Communicator for Windows Appendix A: 202— Show incoming message alert: Setting this option enables ShoreTel Communicator to display popups th

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 203• Save chat transcript to: Select this option to save all IM conversations to the specifi

ShoreTel Communicator for Windows Appendix A: 204— one combined telephony and instant messaging presence: Contacts viewer displays a single presence i

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 205The Privacy Invitation settings section, located at the top of the panel, determines the

ShoreTel Communicator for Windows Appendix A: 206A.2.14.1 Initiating a Web Conference with Converged ConferencingA new button is available on the call

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 207A.2.15 SoftPhoneThe SoftPhone panel configures SoftPhone device settings. Section 7.3 on

ShoreTel Communicator for Windows Appendix A: 208— Use Only Configured Devices: Selecting this option restricts the list of available devices in the R

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 209The following parameters are configured from the Video Options and Preferences panel:• Au

ShoreTel 11 21CHAPTER3Accessing ShoreTel Communicator3.1 ShoreTel Communicator WindowsShoreTel Communicator windows provide access to ShoreTel client

ShoreTel Communicator for Windows Appendix A: 210A.2.18 LanguagesThe Language panel, shown in Figure A-22, specifies the language the system uses for

Appendix A: ShoreTel Communicator for WindowsShoreTel 11 211Figure A-22Options and Preferences: Language panel

ShoreTel Communicator for Windows Appendix A: 212

ShoreTel 9.2 213IndexAactive call area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26active Call Handling Mode . . . . . . .

ShoreWare Call Manager Manual214FFind Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Find Me preferences . . . .

ShoreWare Call Manager ManualShoreTel 9.2 215prefix for external calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 20presence . . . . . .

ShoreWare Call Manager Manual216Voice Mail viewer . . . . . . . . . . . . . . . . . . . . . 123–127, 167voice messageview information . . . . . . . .

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator223.1.1.2 Satellite WindowA Satellite window is a ShoreTel Communicator co

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 23Voice call alerts contain buttons for accepting the call or

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator243.1.2.3 Assignment BarThe Assignment Bar is located below the Toolbars a

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 25You can specify the following information when entering the

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator263.1.2.6 Active Call Area and Call CellsThe Active Call Area displays cal

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 273.1.2.7 Content AreaContent Areas display one or more viewer

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator28To combine two satellite windows:Step 1 Point the mouse cursor at the Ti

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 29As a window receives a Satellite window, it displays a local

ShoreTel 11 3Table of ContentsCHAPTER 1 INTRODUCTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11ShoreTel Communicator for

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator30Releasing the mouse while hovering over protruding drop target icons res

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 313.1.3.3 Moving a Satellite Window into the Main WindowThe pr

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator323.2 Viewing ModesShoreTel Communicator provides three viewing modes for

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 33• When ShoreTel Communicator is docked to the left or right

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator343.3 ViewersViewers are lists that display resources available through Sh

Chapter 3: Accessing ShoreTel Communicator ShoreTel Communicator for WindowsShoreTel 11 353.4 Toolbar CustomizationShoreTel Communicator allows you to

ShoreTel Communicator for Windows Chapter 3: Accessing ShoreTel Communicator36The button style can be changed by clicking on the style cell will displ

ShoreTel 11 37CHAPTER4Voice Calls4.1 IntroductionShoreTel Communicator provides a Graphical User Interface for initiating and handling your voice call

ShoreTel Communicator for Windows Chapter 4: Voice Calls384.2.2 SoftPhoneSoftPhone is a ShoreTel Communicator component that performs voice calls and

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 39• Press Ctrl+Shift+O• Select Enable Extension Assignment from the Options and Pr

ShoreTel Communicator for Windows 4Viewing Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Communicator for Windows Chapter 4: Voice Calls404.3.2 Call Stack SizeThe call stack size determines the maximum number of calls that you can

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 41To access the Call Waiting mode suppression parameter:Step 1 Open Options and Pr

ShoreTel Communicator for Windows Chapter 4: Voice Calls42To initiate a voice call through the Make New Call panel:Step 1 Perform one of the following

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 434.5 Managing Incoming Calls4.5.1 Inbound Call SignalsShoreTel Communicator provi

ShoreTel Communicator for Windows Chapter 4: Voice Calls44Step 2 Begin entering the user’s name or number in the data entry field at the top of the pa

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 454.5.3 Rerouting Inbound Calls4.5.3.1 Sending a Call to Voice MailShoreTel Commun

ShoreTel Communicator for Windows Chapter 4: Voice Calls464.5.4 Automated Call HandlingA Call Handling Mode defines call management conditions and tas

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 47• Holiday schedules: Holiday schedules specify dates. Periods that identify a ye

ShoreTel Communicator for Windows Chapter 4: Voice Calls48• The user’s active call handling mode is Custom during the times listed by the selected Cus

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 49Step 2 Enter the name or address of the contact to be granted call handling mode

ShoreTel Communicator for WindowsShoreTel 11 5During an Active Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Communicator for Windows Chapter 4: Voice Calls50Personalized Call Handling filters and manages inbound calls on the basis of multiple criter

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 51— Phone number match: The phone number match is satisfied when the caller ID of

ShoreTel Communicator for Windows Chapter 4: Voice Calls52— Forward Call to Announced Find Me: This action routes the call to voicemail, which then fo

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 53To create a Call Handling Rule:Step 1 Press the New Rule button, located at the

ShoreTel Communicator for Windows Chapter 4: Voice Calls54Step 4 Press the Next button located in the bottom right corner of the Personalized Call Han

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 55The Action Description section, located in the bottom half of the panel, display

ShoreTel Communicator for Windows Chapter 4: Voice Calls56Managing the Call Routing PlanThe Call Routing Plan determines the rules that are actively f

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 574.5.6 Find MeFind Me call handling allows callers who are routed to your voice m

ShoreTel Communicator for Windows Chapter 4: Voice Calls584.5.6.1 Activating Find MeFind Me call handling is enabled during active Call Handling Mode

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 59To use the instant messaging feature, follow these steps.Step 1 When the inbound

ShoreTel Communicator for Windows 6CHAPTER 5 INSTANT MESSAGING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Description . . . . . .

ShoreTel Communicator for Windows Chapter 4: Voice Calls604.6.1 Adjusting the VolumeThe audio volume is adjusted on the device that is assigned to you

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 614.6.3.2 Using the Transfer PanelThe transfer panel, as shown in Figure 4-16, sup

ShoreTel Communicator for Windows Chapter 4: Voice Calls62• Press the Intercom button to transfer the call to the intercom system.• Press the To Mailb

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 634.6.3.4 Transfer to Voice MailThe Main window provides several options for trans

ShoreTel Communicator for Windows Chapter 4: Voice Calls64To place the a call on hold, perform one of the following on the call’s cell:• Click the Hol

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 65To park a call, perform one of the following on the call’s cell:Step 1 Perform o

ShoreTel Communicator for Windows Chapter 4: Voice Calls66The table lists your directory entries filtered by the data entry field contents.Step 3 Sele

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 67To initiate a Call Recording of an active call, perform one of the following:• R

ShoreTel Communicator for Windows Chapter 4: Voice Calls684.6.7 Ending a CallHow you hang up a call depends on the mode in which you answer the call.T

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 69• To initiate a conference call, join two or more calls together, as described i

ShoreTel Communicator for WindowsShoreTel 11 7Viewer Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Communicator for Windows Chapter 4: Voice Calls70To specify a new participant through the Conference panel:Step 1 Verify the selected voice c

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 714.7.1.2 Removing Calls from a ConferenceYou can remove individual call from a co

ShoreTel Communicator for Windows Chapter 4: Voice Calls72To initiate a voice call through the Make New Call panel, perform one of the following: • Se

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 73For a list of Video Cameras currently supported by ShoreTel Communicator, refer

ShoreTel Communicator for Windows Chapter 4: Voice Calls74Intercom calls are automatically answered if the called party's phone is:• an IP phone

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 754.8.1 Barge InThe Barge In function allows a user to join into another user’s ac

ShoreTel Communicator for Windows Chapter 4: Voice Calls76To perform a Whisper Page:Step 1 Perform one of the following• Click the Application Button,

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 774.9 History ViewerThe History Viewer displays information about your previous ca

ShoreTel Communicator for Windows Chapter 4: Voice Calls78Voice Main Viewer components in Details mode include:• Filter bar: The History viewer displa

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 794.9.2 Managing History Viewer RecordsThe following sections describe the file ma

ShoreTel Communicator for Windows 8Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Communicator for Windows Chapter 4: Voice Calls80• Display Properties: Select this option to display a popup that lists the call properties.

Chapter 4: Voice Calls ShoreTel Communicator for WindowsShoreTel 11 81Figure 4-27CCall Detail Viewer• Call Notes can be edited once the call has ended

ShoreTel Communicator for Windows Chapter 4: Voice Calls82

ShoreTel 11 83CHAPTER5Instant Messaging5.1 DescriptionInstant messaging is the real-time transmission of text between two or more system users. Instan

ShoreTel Communicator for Windows Chapter 5: Instant Messaging84display of each session is controlled by pressing the chat tabs located on the right s

Chapter 5: Instant Messaging ShoreTel Communicator for WindowsShoreTel 11 85• Contact Viewer: Right click on the entry of a desired contact to display

ShoreTel Communicator for Windows Chapter 5: Instant Messaging865.3.3 Creating and Sending a MessageTo create a message, verify that the Message Windo

ShoreTel 11 87CHAPTER6Presence6.1 DescriptionPresence is a ShoreWare feature that identifies, uses, and distributes the availability of system users a

ShoreTel Communicator for Windows Chapter 6: Presence88ShoreWare defines the following Telephony Presence States, listed from highest to lowest priori

Chapter 6: Presence ShoreTel Communicator for WindowsShoreTel 11 89• Idle: This state indicates that ShoreTel Communicator has not detected any keyboa

ShoreTel Communicator for WindowsShoreTel 11 9Viewer Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Communicator for Windows Chapter 6: Presence906.2.3 Combined PresenceShoreTel Communicator displays the combined presence state when configur

Chapter 6: Presence ShoreTel Communicator for WindowsShoreTel 11 91The Options and Preferences: Instant Messaging – Presence panel specifies the prese

ShoreTel Communicator for Windows Chapter 6: Presence926.4 IM Presence PrivacyIM Presence Privacy provides users the capacity to manage the visibility

Chapter 6: Presence ShoreTel Communicator for WindowsShoreTel 11 93The bottom two parameters provide options for adding checked contacts to the user’s

ShoreTel Communicator for Windows Chapter 6: Presence946.4.4 Access Request SettingsAlthough presence privacy settings are configured by each user, Sh

ShoreTel 11 95CHAPTER7SoftPhone7.1 IntroductionSoftPhone is a ShoreTel Communicator software component through which you participate in voice calls an

ShoreTel Communicator for Window Chapter 7: SoftPhone967.2.2 Managing SoftPhone Calls through ShoreTel CommunicatorYou initiate, control, and terminat

ShoreTel 11 97CHAPTER8Managing Address Entries8.1 IntroductionShoreTel Communicator provides three viewers for organizing and displaying address infor

ShoreTel Communicator for Windows Chapter 8: Managing Address Entries98• First Name• Middle Name• Last Name• Department• Extension• Business• Mobile•

Chapter 8: Managing Address Entries ShoreTel Communicator for WindowsShoreTel 11 99• Directory Contents: The table below the column headings displays