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1
ShoreTel 12.3 Communicator for Windows User Guide
2
3
Table of Contents
4
5
6
7
8
9
10
11
Introduction
12
13
1.3 System Requirements
14
1.3.2 Hardware Requirements
15
Getting Started
16
2.2.2 64-bit Platform Support
17
2.3.2 Exiting ShoreTel Communicator
18
2.3.4 Active Directory Integration
19
2.4 Usage Preferences
20
2.4.3 Configuring the External Number Prefix
21
Accessing ShoreTel Communicator
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3.1.2 Window Components
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25
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3.1.3 Manipulating ShoreTel Communicator Windows
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3.2 Viewing Modes
33
3.2.4 System Tray
34
3.3 Viewers
35
3.4 Toolbar Customization
36
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Voice Calls
38
4.2.2 SoftPhone
39
4.3 Configuring Device Options
40
4.3.2 Call Stack Size
41
4.4 Making a Call
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43
4.5 Managing Incoming Calls
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4.5.3 Rerouting Inbound Calls
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4.5.4 Automated Call Handling
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4.5.5 Personalized Call Handling
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4.5.6 Find Me
58
4.5.7 IM Responses to Inbound Calls
59
4.6 During an Active Call
60
4.6.1 Adjusting the Volume
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4.6.4 Call Interruptions
64
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4.6.5 Call Recording
67
4.6.6 Sending Tones
68
4.6.7 Ending a Call
69
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4.7.2 Converged Conferencing
72
4.7.3 Video Calls
73
4.7.4 Intercom
74
4.7.5 Overhead Page
75
4.8.1 Barge In
76
4.8.4 Unparking Calls from Other Extensions
77
4.9 History Viewer
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4.9.2 Managing History Viewer Records
80
4.9.4 Initiating Calls from the History Viewer
81
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Instant Messaging
84
5.3 Conducting an IM Conversation
85
5.3.2 Receiving the First IM of a Conversation
86
5.3.3 Creating and Sending a Message
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6.2.2 IM Presence
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6.2.3 Combined Presence
91
6.3.2 Presence Change Alerts
92
6.4 IM Presence Privacy
93
6.4.3 Managing the Privacy Access List
94
6.4.4 Access Request Settings
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7.2.2 Managing SoftPhone Calls through ShoreTel Communicator
97
Managing Address Entries
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8.2.2 Managing the Directory
100
8.2.3 Managing Personal Directory Entries
101
102
8.2.4 Initiating Calls through the Directory Viewer
103
8.3 Contact Viewer
104
8.3.2 Contact Viewer Components
105
106
8.3.3 Managing Contacts
107
108
109
8.3.4 Contact List Operations
110
8.4.1 Implementation
111
112
8.4.2 File Properties
113
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8.5 Speed Dial
118
8.5.2 Managing Speed Dial Entries
119
120
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Managing Voice Mail
122
9.2.2 Voice Messages
123
9.3 Voice Mail Viewer
124
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9.3.2 Managing Viewer Contents
127
9.4 Managing Voice Messages
128
9.4.2 Replying to a Voice Message
129
9.4.4 Calling the Sender
130
9.4.5 Editing the Subject Header
131
9.4.7 Viewing Voice Message Information
132
9.5.3 Notification Escalation
133
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9.6 Distribution Lists
135
9.6.2 Distribution Lists panel
136
9.6.3 Managing User Distribution Lists
137
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9.6.4 Using a Distribution List
140
9.7.2 Using System IDs to Address AMIS Voice Mail
141
Shared Call Appearance
142
143
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10.1.2 Using Shared Call Appearance
146
10.1.4 Using Blind Conference with Shared Call Appearance
147
Silent Coach
148
11.2 Silent Coach Configuration
149
11.2.2 Enabling the Silent Coach Warning Tone
150
11.3 Performing a Silent Coach Operation
151
152
11.3.2 IP Phone
153
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Workgroups and Operators
156
12.2.3 Operator
157
12.3.2 Call Wrap-Up
158
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12.4.2 Agent Monitor
161
162
12.4.3 Instant Messaging in the Workgroup Agent Monitor Window
163
164
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12.4.4 Bridged Call Appearance Monitor
166
167
12.5 Viewer Enhancements
168
169
Contact Center
170
13.2 Requirements
171
172
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13.3.1 Accessing Contact Center Features from ShoreTel Communicator
175
13.4 Using Contact Center through ShoreTel Communicator
176
177
Outlook Integration
178
14.3 Configuring Outlook for Voice Mail
179
14.4 Outlook Calendar Integration
180
14.4.2 Configuring Outlook for Automatic Call Handling
181
14.4.4 Changing and Cancelling Automatic Call Handling
182
183
Options and Preferences Window
184
A.2.2 QuickDialer
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A.2.3 Call Handling Mode
187
A.2.4 Mode Configuration Panels
188
189
A.2.5 Extension Assignment
190
A.2.6 Find Me
191
A.2.7 Voice Mail
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A.2.8 Escalation
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A.2.9 Outlook
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A.2.10 Workgroups
198
A.2.11 Telephony
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A.2.12 Personalized Call Handling
201
A.2.13 Instant Messaging
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A.2.14 Conferencing
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A.2.15 SoftPhone
208
A.2.16 Video
209
A.2.17 Sounds
210
A.2.18 Languages
211
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> ShoreTel > 12.3
ShoreTel 12.3 User Guide - Page 176
Document Details: 216 pages, 5.04 MB filesize.
ShoreTel Communicator for Windows
Chapter 13: Contact Center
176
Figure 13-10 Receiving Contact Cent
er Call Through Shore
Tel Communicator
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