ShoreTel 265 User Manual
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ShoreTel 265 User Manual

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ShoreTel 265 IP Phone User Guide

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Summary of Contents for ShoreTel 265

  • Page 1 ShoreTel 265 IP Phone User Guide...

  • Page 2: Version Information

    ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to, typographical, arithmetic, or listing errors.

  • Page 3: Table Of Contents

    Contents GETTING STARTED ..........5 Your Phone's Display .
  • Page 4 Programmable Custom Buttons ....... 34 Bridged Call Appearances........37 Silent Monitor / Barge In .

  • Page 5: Getting Started

    GETTING STARTED Welcome to your ShoreTel™ IP phone! Your phone has many unique features, including an intuitive visual interface, custom keys, quick dialer directory, call handling modes for when you do not want to be disturbed, intercom, conferencing up to six parties, and much more.

  • Page 6: Your Phone's Display

    Your Phone's Display Your ShoreTel IP phone's display shows your name and extension, call handling mode, call appearance, monitored extensions, calls, duration of call, voice messages, date and time, soft key functions, and your phone’ s operating status. ShoreTel 265 Idle Display...

  • Page 7: Guide To Status Icons

    LED color references apply to the IP265, IP560/560g, and IP565g models, which support three-color LED display for the custom keys. Values shown in the table below apply to ShoreTel 6.1 (build 11.15.2603.0) and higher. Blink...
  • Page 8 Blink LED Color and Icon State Icon Blink Pattern Whisper Page Call Steady on Active Call Whisper Muted Steady on Extension Monitor States Idle Orange Idle and DND Steady on Idle and Message Waiting Orange Idle, Message Waiting and DND Steady on Green Offering Call...
  • Page 9 Blink LED Color and Icon State Icon Blink Pattern Green Picked up Monitored Ext. Call + 800ms on Monitor Ext on Active Call Orange 200ms on Orange Picked up Monitored Ext. Call 200ms on, 100ms off, and Held + Monitor Ext on 200ms on, 500ms off Active Call Orange...
  • Page 10 Blink LED Color and Icon State Icon Blink Pattern Orange Steady on (Dial/Transfer Mailbox Only) MWI Steady on Green (Pickup, Pick/Unpark, Pickup 1000ms on, 1000ms off NightBell Only) Offering Orange (Unpark, Pick/Unpark Only) Held/ 250ms on, 250ms off Parked Toggle Functions (Record, Whisper Mute) Function Off Orange...

  • Page 11: Logging In

    You are now logged in. Your phone can receive calls, and you can check for new messages. With appropriate permissions (set by your system administrator), you can log into any ShoreTel IP phone on your network to assign your extension to that phone.

  • Page 12: Managing Calls - Basic Features

    To end a call, press the Headset button again. The figure below shows the information that appears on your ShoreTel 265 IP phone when an outbound call is placed. Note that the soft keys at the bottom of the window are different from the soft keys that appear when the phone is idle –...

  • Page 13: Answering Calls

    A double ring signals an internal call, while a single ring signals an external call. On ShoreTel 265 phones, the call key also blinks green. If the information is available, the caller’ s name, number, and the incoming call icon appear on your display, as shown in the figure below.

  • Page 14: Sending A Call To Voice Mail

    Sending a Call to Voice Mail When an incoming call arrives, a To VM soft key becomes available, as shown in the figure on the previous page. Press the To VM soft key to send the caller directly to your voice mailbox. Diverting a Call You can send an incoming call to another extension or to an outside number without answering it.

  • Page 15: Making A Conference Call

    Speak to the recipient before transferring by pressing the Conslt soft key. After consultation, press the Yes soft key to complete the transfer, or press the Cancel soft key to abandon the transfer and return to the original call. Consult by intercom by pressing the More soft key, and then pressing the Intcom soft key.

  • Page 16: Using The Intercom

    To place a call on hold, press the Hold button , or press the call's custom key, if available. On the ShoreTel 265 phone, the custom key blinks orange, at which point you can safely place the handset on hook (or press the speaker or headset button) without ending the call.

  • Page 17: Redialing And Checking Missed Calls

    Redialing and Checking Missed Calls You can use the Redial function to dial not only the last number you called, but the last several calls you made and received, including those you missed (denoted by the icon). The date and time information appears directly above the soft keys for the selected call.

  • Page 18: Audio Controls

    AUDIO CONTROLS Adjusting Ring Tone Volume To adjust the ring volume, while the handset is on hook and the speakerphone is off, press on the volume button. By pressing repeatedly, you can turn the ringer volume off. Adjusting Handset Volume To adjust the handset volume, while the handset is off hook, press on the volume button.

  • Page 19: Voice Mail

    VOICE MAIL A steadily flashing light on your phone’ s right-most upper corner and stutter dial tone signifies that you have unheard messages. The number of unheard messages appears on the idle screen of your phone’ s display by the icon Logging Into the Main Menu Voice Mai l To log in to the main voice mail menu, press the Voice Mail button...
  • Page 20 Choose one of the following options: Reply with a voice message Reply with a call back Return to the previous menu Hear envelope information (time and date sent) Move backward While listening to a message, you may “rewind” to several seconds earlier in the message.
  • Page 21 After the message is addressed, if desired, you can press: Mark / unmark urgent Request return receipt Listening to Saved Messages From the Main Menu, you can listen to saved messages by pressing To interact with saved messages, press any one of the options under “Listening to and Interacting with New Messages”...
  • Page 22 Reassign extension If you have the proper permission, you can assign your extension to any phone. The following options are available: Assign the extension Unassign the extension (The phone reverts to the extension originally assigned to it.) To assign to your extension to your last external number. Set your password Enter your new password, followed by and repeat to confirm.
  • Page 23 The following options are available: Confirm Cancel Additional options The following additional options are available: Enable or disable Outlook automated call handling Change e-mail delivery options Disable e-mail delivery Enable e-mail delivery Enable e-mail delivery with voice message attached Mark voice messages heard after e-mail delivery Change agent state Log in and assign extension Log out...

  • Page 24: Leaving A Message And Message Options

    Leaving a Message and Message Options When your call is sent to voice mail, you may leave a message when prompted, or you can use one of the following options while listening to the mailbox greeting: Bypass greeting and leave a message, then hang up to send it. Transfer to assistant.

  • Page 25: Options

    OPTIONS Changing Call Handling Mode and Forwarding Use Personal Call Manager or Web Access to configure the modes with NOTE different call forwarding destinations and personal greetings. You can set one of five distinct call handling modes for your extension, including four “Do Not Disturb”...

  • Page 26: Call Handling

    Call Handling *1. Standard Asterisk 2. In a Meeting indicates that this is the current 3. Out of Office mode. 4. Extended Absenc 5. Custom Edit Cancel Step 4 Press the Done soft key. NOTE You can "one-touch" toggle between Standard and In a Meeting by using the Mode soft key (located on the phone display) without having to log in under the Options button.

  • Page 27: Changing Automatic Off Hook Preference

    Changing Automatic Off Hook Preference ShoreTel users who frequently use a headset may want to use the Automatic Off Hook Preference feature to select which audio path (speakerphone or headset) is automatically activated when placing or receiving calls. You can control the call activity with Personal Call Manager.

  • Page 28: Changing Ring Tone

    Changing Ring Tone You can choose between four distinctive ring tones to help you distinguish your phone from neighboring phones. Options Step 1 Press , enter your password, and press the OK soft key. Step 2 Scroll to select the Change Ring option. Step 3 Press the Edit soft key.

  • Page 29: Programming Your Custom Buttons

    Programming Your Custom Buttons You can program the custom buttons on your IP 265 phone as shortcuts to operations that would normally require pressing two or three buttons to accomplish the same task. To program the custom buttons on your IP 265 phone, follow the procedure...
  • Page 30 Press the soft key to shift the key pad between Step 8 numeric and alphabet mode, and enter a descriptive label (no longer than five characters) that will remind you of the new function of this particular custom button. When in alphabet mode, press the appropriate key on the dial pad NOTE multiple times to scroll through the alphabet letters associated with that key.

  • Page 31: Changing The Agent State

    Note that the Agent State option is only available if your PCM client type is one of the following: Workgroup Agent, Workgroup Supervisor, or Operator. To change the agent state on your IP 265 phone, follow the procedure below: Options...

  • Page 32: Enabling Or Disabling Handsfree Mode

    Enabling or Disabling Handsfree Mode Generally speaking, handsfree mode is for analog telephone users who are using headsets. NOTE IP phone users should instead choose the Auto Off-Hook Preference. See “Changing Automatic Off Hook Preference” on page 27 for more information.

  • Page 33: Directory

    DIRECTORY You can use the Directory to find phone numbers on your network by pressing Di rector y , then: Name: Alice Low Amanda Kurle Andrea Dice Andrew Absinthe Andy Meringue Dial Intcom Speed Cancel Press the keys that correspond with the first few letters of the extension's •...

  • Page 34: Managing Calls - Advanced Features

    Programmable Custom Buttons The 265 IP phone has six custom buttons that can be programmed with different functions. The system administrator can configure the custom buttons via ShoreWare Director on behalf of a user or can enable permissions for an individual user so that the user can modify the custom buttons on his or her IP phone via the telephone interface.
  • Page 35 Please see “Overhead Paging” on page 41 and “Using Group Paging” on page 41 for more information. Park – The ShoreTel system allows users to park a connected call on • another extension. Please see “Parking and Unparking Calls” on page 41 for more information.
  • Page 36 If you need this feature, please review with your system administrator. Send Digits Over Call – The ShoreTel system allows users to send a • preconfigured set of DTMF tones out a trunk during a call. This feature is useful to quickly navigate external IVR systems as well as external systems requiring an account code.

  • Page 37: Bridged Call Appearances

    Whisper Page – The ShoreTel system allows users with the proper • permission to enter a call on another extension and whisper to the recipient without the other party hearing. The call recipient can talk back to you privately using the whisper page mute feature.

  • Page 38: Silent Monitor / Barge In

    Additionally, you can see when the monitored extension has unheard messages by the icon. The ShoreTel 265 phone displays icons in the monitored extension's label area to help you determine the operational status of the monitored extension.

  • Page 39: Answering A Monitored Extension's Call

    Answering a Monitored Extension's Call The monitored extension's icons and custom key LED provide visual cues to announce an incoming call on a monitored extension. An incoming call for a monitored extension appears on your phone like this (below): For 153 Monitored extension Tyrone Prontius...

  • Page 40: Whisper Page

    Whisper Page With the appropriate permissions (set by your system administrator for both your phone and the target phone), the Whisper Page feature lets you break into an active call in order to speak with an internal user. This occurs without the remote caller hearing the interruption and without you hearing the remote caller.

  • Page 41: Overhead Paging

    By dialing the paging group extension associated with those users, you can record a message that will be broadcast over the individual speakers of those users’ ShoreTel IP phones. To use this feature, dial the Group Paging Extension given to you by your system administrator and wait for the confirmation tone.

  • Page 42: Call Manager Software

    CALL MANAGER SOFTWARE In addition to using the telephone interface of your 265 IP phone to access the ShoreTel features, you can accomplish many of the same tasks with ShoreTel’ s Call Manager software. ShoreTel's Call Manager software provides a visual, information-rich interface for managing and controlling communications –...

  • Page 43: Web Access

    WEB ACCESS ShoreTel Web Access is a browser-based interface by which users can manage personal options and settings from any web browser from anywhere in the world. Call handling details and notification settings can be managed securely and easily from anywhere.

  • Page 44: Troubleshooting

    TROUBLESHOOTING Problem: The voice mail system is notifying your callers that your mailbox has exceeded its limit and is unable to accept new messages. Solution: Your mailbox is full. You must delete messages you no longer need: At the Main Menu prompt, press to replay the message.

  • Page 45: Viewing Phone Information

    Problem: Your phone’ s display does not show the date and time. Solution: Your phone cannot locate the time server. Contact the system administrator. Viewing Phone Information To view information about your phone, such as IP address, subnet mask, version, and MAC address, follow these steps: NOTE This should only be done at the direction of your system administrator.

  • Page 46: Rebooting Your Phone

    Rebooting Your Phone To reboot your phone, follow these steps: This should only be done at the direction of your system administrator. NOTE With the phone on hook, press the Mute button Step 1 The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the handset.

  • Page 47: Quick Reference Of Common Star Codes

    QUICK REFERENCE OF COMMON STAR CODES Park a call + ext. UnPark a call + ext. Picking Up a Remote Extension + ext. Picking Up the Night Bell Using the Intercom + ext. Barge In + ext. Silent Monitor + ext. Toggling the Hunt Group Status + HG ext.

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