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ShoreTel FAQ

For Dynamic customers that use ShoreTel products, we have provided some frequently asked questions (FAQs). We hope these tips will help if you should run into any problems. If you need additional help, please don’t hesitate to email our support team at info@dcstopeka.com or call us at 785-354-7000.

For a video tutorial on ShoreTel Communicator Click here

What is the default ShoreTel voicemail password?

It is 1234 and you will be required to change it the first time you log into the system. If you would like to keep 1234 as your password, ask your system administrator and they can set it for you.

Can I have my voicemails sent to my email?

Yes. There are two ways to do this. One is through integrating your ShoreTel Communicator with Microsoft Outlook. The other is simply to have a .WAV file attached to the email that will be sent to your device.

  1. FOR OUTLOOK INTEGRATION: Select the ShoreTel logo (the swirly orange “S” in the corner) in Communicator, then select “Options” from the dropdown menu. In the menu that appears on the left-hand side, select “Outlook”. Then select the “Install” option that is under the header “Voice Mail”. It will take a few minutes for the install and when it is complete you will need to restart your computer.
  2. FOR EMAILING A .WAV FILE: Click on the ShoreTel logo (the swirly orange “S” in the corner) in Communicator, then select “Options” from the dropdown menu. Once you select options, you will have a new menu on the left-hand side.
  3. NOTE: Outlook Integration does not give you the ability to listen to your voicemails on a smart device. However, if you listen to a voicemail through Outlook and delete the message, it also deletes from the ShoreTel system.

Can I make Communicator smaller and still functional?

Yes. Select the word “View” from the header menu. You will see several “Docking” options to dock Communicator in different places. If you want to make it return to normal, select the ShoreTel icon (the orange swirly “S”) where you will find “View” and select the option “Normal”.

If you need your tabs while in a “Docked” mode, select the folder icon in the top menu bar and select “Tab” from the list.

If I add contacts to the directory, can everyone in the company see them?

No, anything you add is private to your computer and your computer alone. However, if you pull your contacts from Outlook and include the public folders you may have many of the same contacts as others in your company.

Can I forward my phone to my cell phone?

Yes, if you have been given permission by your system administrator. If you select one of your five call handling modes, you can see the way your phone is currently routing calls for this Call Handling mode. Let’s say you selected “Out of the Office”. You will need to select the radio button (the dot) in front of always has been selected. You then need to select the button labeled “Edit Destination” and enter in your 10-digit number (no need to enter 9 or 1) and select “OK”. Make sure when you have completed this step that you select “Apply” at the bottom on the screen. This will now forward all your calls to the cell phone number you entered in the Destination box.

I can’t see the display on my telephone screen!

For those of you with 230 model phones and higher, please select and hold your mute button. Using the scrolling button (the top button with two white arrows on the button and no white triangle beside it) you then scroll up and down until one suits you. For those of you with smaller phones, please contact system admin.

I would really like to have all my Outlook contacts in my ShoreTel Directory, can I do that?

Import your contacts from Outlook by following these steps:

  1. Click on the ShoreTel swirly “S” in the top left hand corner of your Communicator
  2. From the dropdown menu, select “Options”
  3. From options, it will open a box with a menu along the side where you will find the word “Outlook”
  4. From Outlook, you will see three options: Contacts, vmail to email, and Calendar
  5. Check the box for “Contacts” and open the import options
  6. Make sure you select when you would like sync with Outlook and which folders to pull from

NOTE: The first time you do this it will take some time to pull the contacts depending on the number of contacts you are pulling. When it syncs in the future it will be much quicker.

NOTE: If you are on Outlook 2010, all Outlook Integrations (calendar, contacts, call handling) may or may not work. There is no rhyme or reason to whether it will or will not work, and there is no way around it. If you are on Outlook 2007 you should have no issues. ShoreTel is aware of the issue and is working towards a fix.

I need to know when a colleague’s phone is ringing, but can’t hear it.

You have two options. You can have your system administrator create a monitored extension button on your phone or your Communicator software. Either of the options will allow the system administrator to give you an audible tone when the phone is ringing as well as visual cues.

I need to check my voicemail from another office within my company, how can I do that?

To check your voicemail from another ShoreTel phone inside your company, start with the same step as with your own phone. Start by selecting the voicemail button on the phone. This will greet you and request a password. Select the pound (#) key. The system then asks for your extension number. Then the system will ask for your password followed by pound (#). You will now be in your voicemail box. Once you have checked your messages and disconnected from the call, the phone will disconnect from your voicemail. This means if you check your voicemail at another phone you don’t have to worry about anyone else getting into your voicemail box.

I keep getting logged out of my workgroup. I’m not doing it and neither is my supervisor. How is this happening?

It is a feature choice made by the system administrator. If a workgroup call is missed by an agent, the system can be set to automatically log you out of the workgroup. This feature can be turned off by the system administrator or the support staff at Dynamic.

I’m working in a different office in my company, is there a way to reassign my extension to the desk I am sitting at today?

Yes! You can select the voicemail button on the phone you are sitting at. The phone will ask you for a password. Select the pound (#) key. The system will ask for your extension number. You will then be asked for your password followed by pound (#). You will be welcomed to the voicemail box, and you can then select 7-3-1 in quick succession. It will tell you that your extension has been reassigned to this telephone. This will be your phone until you exit, following the same steps as above replacing the numbers with 7-3-2. Or when you sign back into the phone on your normal desk.

Communicator Tutorial