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28

Changing the Agent State

If you are a member of a workgroup and you need to log into the workgroup at 
the start of your day, or log out to take a break, you can change your agent 
state via the IP 212k interface.

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 212k phone, follow the procedure below:

Step 1

Press the Options button 

, followed by your password 

and then 

, or the soft key 

Enter

.

Step 2

Press the custom key next to 

Agent State

. If the words 

appear in parentheses, that means you do not have the 
proper permissions. If you need access, contact your system 
administrator to request a change to your client type.

The following screen appears:

Step 3

Available options for agents are 

Logged In

, 

Logged Out

, and 

Wrap-Up

. The current state is indicated with an asterisk. 

Press the custom button next to the desired state.

Step 4

Press the Menu button 

 to exit.

O p t i o n s

Summary of Contents for 212k

Page 1: ...ShoreTel 212k IP Phone User Guide ...

Page 2: ...resented including but not limited to typographical arithmetic or listing errors Trademarks ShoreCare ShoreWare and ShoreGear are registered trademarks of ShoreTel Inc in the United States and or other countries ShoreTel ShorePhone Office Anywhere and ShoreTel Smart are trademarks of ShoreTel Inc in the United States and or other countries Patents This product is covered by one or more of the foll...

Page 3: ...ting Speakerphone Volume 15 Muting an Active Call 15 VOICE MAIL 16 Logging Into the Main Menu 16 Logging In from Another Extension 16 Logging In from an External Phone 16 Leaving a Message and Message Options 21 OPTIONS 22 Changing Call Handling Mode and Forwarding 22 Changing Automatic Off Hook Preference 24 Changing Ring Tone 25 Programming Your Custom Buttons 26 Changing the Agent State 28 Enab...

Page 4: ...ng and Unparking Calls 37 CALL MANAGER SOFTWARE 39 WEB ACCESS 40 TROUBLESHOOTING 41 Viewing Phone Information 42 Rebooting Your Phone 43 Adjust Display Contrast 43 QUICK REFERENCE OF COMMON STAR CODES 44 Office Anywhere Features 44 ...

Page 5: ...rform core telephony functions Microphone Audio Control Keys Volume button controls handset headset speaker and ring volume Headset mute and speaker keys illuminated when functions are active Speaker Delivers high quality wide band sound Dial Pad Vinyl overlay imprinted with international symbols Function Keys overlay Headset Jack Custom Buttons 12 custom buttons with tri color indicators can be c...

Page 6: ... soft key functions and your phone s operating status In the idle state the first row of your phone displays the time and date This information scrolls to display the system name The second row displays the number of missed calls voice messages and agent state This information scrolls to display the user s name and call handling mode Custom Key Labels ShoreTel 212k Interface Call Handling Mode ...

Page 7: ...inking Green Fast on hold or call parked Blinking Green Slow incoming call Steady Red in use by owner applies to extension monitoring feature Steady Orange extension s call handling mode is set to Do Not Disturb mode Call Forward Always or if a monitored extension is set to Do Not Disturb mode Unheard Voice Messages Missed Calls Logged Into Workgroup Logged Into Workgroup In Wrap Up Logged Out of ...

Page 8: ... Step 5 Speak your name and press then press one of the following options Accept Review Re record Delete Cancel Step 6 To assign your extension press for voice mail options and then press to re assign the extension Then press to confirm assignment You are now logged in Your phone can receive calls and you can check for new messages With appropriate permissions granted by your system administrator ...

Page 9: ...xtension To place an external call enter the trunk access code then the phone number To end a call press the Speakerphone button again Using the Headset To place an internal call press the Headset button and enter the extension To place an external call enter the trunk access code then the phone number To end a call press the Headset button again The figure below shows the information that appears...

Page 10: ...all do one of the following Using the Handset To answer a call pick up the handset when the phone rings To end a call hang up the handset Using the Speakerphone To answer a call press the Speakerphone button The LED lights green To end a call press the Speakerphone button again Using the Headset To answer a call press the Headset button The LED lights green To end a call press the Headset button a...

Page 11: ...oice mailbox Alternatively you can press the Menu button to return to the previous display Diverting a Call You can send an incoming call to another extension or to an outside number without answering it Step 1 Press the Transfer button Step 2 Enter the number or press the extension s custom key Step 3 Wait for the timeout period to expire or simply hang up the handset to complete the transfer to ...

Page 12: ...After consultation press the Yes soft key to complete the transfer or press the No soft key to abandon the transfer and return to the original call Making a Conference Call To conference a party into a connected call Step 1 Press the Conference button The call is put on hold Step 2 Enter the extension of the party you would like to conference Step 3 When the far end answers you can consult with th...

Page 13: ... Placing a Call On or Off Hold To place a call on hold press the Hold button or press the call s custom key if available On the ShoreTel 212k phone the custom key blinks green at which point you can safely place the handset on hook or press the speaker or headset button without ending the call To take the call off hold press the custom key with the blinking green LED or press the Hold button again...

Page 14: ... buttons to the right of the number are disabled when the redial menu is active You can press the Select button Show followed by one of the custom buttons next to a phone number to display the date and time that call was placed received or missed Alternately you can press the Menu button to exit You can also press the custom buttons associated with the Up and Down soft keys to scroll through diale...

Page 15: ...dset volume while the handset is off hook press and on the volume button Adjusting Headset Volume To adjust the headset volume while the headset LED is illuminated press and on the volume button Adjusting Speakerphone Volume To adjust the speakerphone volume while the speakerphone LED is illuminated press and on the volume button Muting an Active Call To mute the active call press the Mute button ...

Page 16: ...n voice mail menu from an analog phone press then your extension followed by your password and then Logging In from an External Phone To log in to the main voice mail menu from an external phone dial the voice mail access number provided by your system administrator press then your extension then your password followed by Listening to and Interacting with New Messages From the Main Menu you can li...

Page 17: ... message you may contact the assistant to inquire or share information about a voice mail Continue to next message Cancel message review Sending Messages from Voice Mail From the Main Menu you can send messages by pressing The following options are available while recording your message Cancel Done recording Review Re record After you are satisfied with your recording you will be prompted to enter...

Page 18: ...for your personal mailbox then press one of the following Record personal greeting NOTE When you record a personal greeting it is linked to the current active call handling mode Record your personal greeting for the current active call handling mode at the tone and press then select from the following options Accept Review Re record Delete Cancel Choose call handling mode For more information on c...

Page 19: ...il message Record your name Press when you are finished recording your name then choose from the following options Accept Review Re record Delete and use default system recording Cancel Listen to your deleted messages As a safeguard against accidental erasures the system retains deleted messages for a few hours To listen to your deleted messages press Voice mail plays all the deleted messages stil...

Page 20: ...the Agent State on page 28 Log in and assign extension Log out Log in without assigning extension Change FindMe forwarding state By enabling FindMe callers who are routed to your voice mail box can be instructed to press 1 and the voice mail system will call you at one of two possible numbers where you can be located To set the FindMe destinations use Personal Call Manager or Web Access Enable Dis...

Page 21: ...nation an optional number where calls can be forwarded if enabled otherwise you will be prompted to record a message Transfer to auto attendant After message recording select from one of the following options Message Options then Send message Cancel Review Re record Mark unmark urgent Transfer to auto attendant Transfer to assistant Re record Send message transfer to main menu Send message forward...

Page 22: ...n set one of five distinct call handling modes for your extension including four Do Not Disturb options to forward incoming calls or send them to voice mail You can record personal greetings which are linked to the active call handling mode By default your phone is set to Standard mode which allows you to answer all incoming calls Other mode options include In a Meeting Out of Office Extended Abse...

Page 23: ...e right b Press the Select button Back to backspace over the current setting c Enter the new destination followed by the custom button associated with Enter Step 4 Press the Menu Exit button to exit Alternately you can select a different mode by logging into voice mail and pressing for Additional Options Then press option and follow the prompts See Mailbox Options on page 18 for more information A...

Page 24: ...hway is set to Headset and the headset is enabled In addition the IP phone rings at normal volume if the headset is disabled To configure the Automatic Off Hook Preference feature follow the procedure below Step 1 Press the Options button followed by your password and then or the soft key Enter Step 2 Press the custom key to the left of the Auto Off Hook to display the following screen Step 3 The ...

Page 25: ...ss the Options button followed by your password and then the soft key Enter Step 2 Press the custom key to the left of Change Ring to display the following screen Step 3 Press the custom key to the right of each ring tone to hear each ring tone Step 4 Press the custom key to the left of the desired ring tone to select it Step 5 Press the Menu button to exit O p t io n s O p t i o n s Press the but...

Page 26: ...e procedure below NOTE Contact your system administrator to verify that you have permissions to configure the programmable buttons on your phone Step 1 Press the Options button followed by your password and then the soft key Enter Step 2 Press the custom key to the left of Program Keys to display the following screen Step 3 Press one of the 11 available custom buttons the top one is reserved for c...

Page 27: ...llowed by a 1 and then the 10 digit number For instance to call a U S number 14085551212 Step 6 You can enter a label up to six characters long by pressing the custom key next to A a1 this shifts the key pad to alphabet mode NOTE When in alphabet mode press the appropriate key on the dial pad multiple times to scroll through the alphabet letters associated with that key Example For the letter C yo...

Page 28: ...2k phone follow the procedure below Step 1 Press the Options button followed by your password and then or the soft key Enter Step 2 Press the custom key next to Agent State If the words appear in parentheses that means you do not have the proper permissions If you need access contact your system administrator to request a change to your client type The following screen appears Step 3 Available opt...

Page 29: ... default handsfree mode is disabled You can enable handsfree mode by doing the following Step 1 Press the Options button followed by your password and then or the soft key Enter Step 2 Press the custom key next to Handsfree to display the following screen Step 3 Available options for Handsfree mode are Disabled and Enabled The current state is indicated with an asterisk Press the custom button nex...

Page 30: ...sing the keypad Use to enter a wildcard character and to enter a space You can also press the custom buttons associated with the Up and Down soft keys to scroll through dialed numbers one page at a time When you have located the desired name or number press the associated custom button to dial the number Alternately you can press the Menu Exit button to exit D i r e c t o r y ShoreTel 212k Directo...

Page 31: ...ainers and ACD supervisors that must enter calls for important business reasons A custom key can be programmed to invoke the barge in feature as well as optionally include a specific extension for quick one touch feature operation If you need this feature please review with your system administrator Bridged Call Appearance Bridged Call Appearances shares call appearance information across many sep...

Page 32: ...re information Monitor Extension The ShoreTel system allows users with proper permission to monitor the extension of another user This helps manage incoming calls for that extension and it also serves as a shortcut when performing one of the following functions dialing that extension transfer conference call parking call pickup and intercom to that extension Please see Extension Monitoring on page...

Page 33: ...feature operation If you need this feature please review with your system administrator Silent Monitor The ShoreTel system allows users with proper permission to silently monitor a call on another extension This feature is useful for certain users including ACD supervisors that must monitor calls for important business reasons A custom key can be programmed to invoke the silent monitor feature as ...

Page 34: ... button on all of the other IP phones that have been programmed with that BCA extension turns red In this way the call appearance information is shared or bridged across the many different phones in an organization You can place an outbound call using a bridged call appearance so others users can view the call activity To place an outbound call press the bridged call appearance dial the trunk acce...

Page 35: ... then the extension on which the call is active NOTE If you use the Silent Monitor and Barge In features often you should have your system administrator configure a custom key to provide one button operation See Programming Your Custom Buttons on page 26 for more information Extension Monitoring A monitored extension is a custom key set by your system administrator that helps you manage incoming c...

Page 36: ...P100 SoftPhone or analog phone the call will be treated as an intercom call NOTE If you use the Whisper Page feature often you should have your system administrator configure a custom key to provide one button Whisper Page operation See Programming Your Custom Buttons on page 26 for more information Picking Up the Night Bell A night bell when activated by your system administrator allows calls to ...

Page 37: ...oup of users if the phones at your site have been configured for group 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 enter the Group Paging Extension given to you by your system administrator and wait for the confirmation tone After you hear ...

Page 38: ...isplay Step 2 Enter the extension number from which you want to unpark the call Step 3 Press the custom key next to the word Enter NOTE If you use the Park or Unpark feature often you should have your system administrator configure a custom key to provide one button park operation See Programming Your Custom Buttons on page 26 for more information ...

Page 39: ...eep a 1000 line call history of inbound and outbound calls listen to their voice mails from the PC Call Manager frees you from fruitless tasks like playing phone tag looking up numbers struggling to set up conference calls or interacting with voice mail messages Integrated presence eliminates phone tag by letting you know if a line is busy or if an employee has redirected calls to another destinat...

Page 40: ...nage 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 For more information about web access and what features are available to you see your system administrator ...

Page 41: ...ing the microphone Also you should check your volume settings Problem Your display is blank Solution You have no power Ensure the network cable is connected to the LAN port on the phone and the appropriate network data port in your office space Additionally check to see if you have a local AC power adapter plugged in for your phone or if power is being supplied by a PoE switch on your corporate ne...

Page 42: ...t hear any tones if this isn t the case lift and replace the handset Step 2 Dial I N F O on the keypad and then press The following information is displayed and can be scrolled through by pressing You can press at any time to exit IP Address DHCP Subnet Mask Gateway Link Speed3 FTP Server Media Gateway Controller MGC Server SNTP Server IP address 802 1Q VLAN ID setting Application File Name Boot F...

Page 43: ...ontrast on the LED display by doing the following Step 1 With the phone on hook press the Mute button The LED should not light and you shouldn t hear any tones if this isn t the case lift and replace the handset Step 2 Dial I N F O on the keypad and then press Step 3 Press the left Con and right Con bottom custom buttons to adjust the display Repeatedly pressing the right most custom button increa...

Page 44: ...ling the Hunt Group Status HG ext Whisper Page ext Changing Call Handling Mode and Forwarding password Changing Extension Assignment password Unassign Extension Assignment password Assign Extension to External Number password Transfer a call destination Conference a call destination Hold a call Hang up Access other star codes from table above ext V o i c e M a i l V o i c e M a i l V o i c e M a i...

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