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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
22
23
3.1.2 Window Components
24
25
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3.1.3 Manipulating ShoreTel Communicator Windows
28
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32
3.2 Viewing Modes
33
3.2.4 System Tray
34
3.3 Viewers
35
3.4 Toolbar Customization
36
37
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
42
43
4.5 Managing Incoming Calls
44
45
4.5.3 Rerouting Inbound Calls
46
4.5.4 Automated Call Handling
47
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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
61
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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
70
71
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
78
79
4.9.2 Managing History Viewer Records
80
4.9.4 Initiating Calls from the History Viewer
81
82
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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
87
88
6.2.2 IM Presence
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90
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
95
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7.2.2 Managing SoftPhone Calls through ShoreTel Communicator
97
Managing Address Entries
98
99
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
121
Managing Voice Mail
122
9.2.2 Voice Messages
123
9.3 Voice Mail Viewer
124
125
126
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
134
9.6 Distribution Lists
135
9.6.2 Distribution Lists panel
136
9.6.3 Managing User Distribution Lists
137
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139
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
144
145
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
154
155
Workgroups and Operators
156
12.2.3 Operator
157
12.3.2 Call Wrap-Up
158
159
160
12.4.2 Agent Monitor
161
162
12.4.3 Instant Messaging in the Workgroup Agent Monitor Window
163
164
165
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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174
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
185
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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
192
193
A.2.8 Escalation
194
195
A.2.9 Outlook
196
197
A.2.10 Workgroups
198
A.2.11 Telephony
199
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A.2.12 Personalized Call Handling
201
A.2.13 Instant Messaging
202
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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 User Guide - Page 82
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ShoreTel Communicator for Wi
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Chapter 4: Voice Calls
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