Password Management

Content

This article provides information and instructions for how to use the two types of passwords utilized in the ShoreTel Sky phone system. These two types of passwords are (1) the phone/voicemail PIN and (2) the ShoreTel Sky Portal "user" password. See the Table of Contents below for a list of the password features that are explained in this article.

Table of Contents

Types of Log In Credentials
Phone/Voicemail PIN Management
  -  Phone/Voicemail PIN Requirements
  -  Change Phone/Voicemail PIN Using Your Phone
  -  Change Phone/Voicemail PIN Using the ShoreTel Sky Portal
  -  Recover (Reset) Phone/Voicemail PIN
  -  Unlock Phone/Voicemail PIN
  -  ShoreTel Sky Mobility Phone PIN
ShoreTel Sky Portal "User" Password Management
  -  ShoreTel Sky Portal "User" Password Requirements
  -  Change ShoreTel Sky Portal "User" Password
  -  Recover (Reset) ShoreTel Sky Portal "User" Password
  -  Unlock ShoreTel Sky Portal "User" Password
Related Topics

Types of Log In Credentials

The ShoreTel Sky phone system provides two types of log in credentials:

  1. Phone Number - When using your phone number and phone/voicemail PIN, you can log into the following:
  2. Email Address - When using your business email address (username) and ShoreTel Sky Portal "user" password, you can log into:

Phone/Voicemail PIN Management

When using your phone number and phone/voicemail PIN, you can access voicemail on your phone and manage phone features via the Home menu of the online ShoreTel Sky Portal. You can also access Phone Assistant, ShoreTel Sky CommunicatorShoreTel Sky Mobility, and other phone-based application services, which includes Add-on Features and Application Integration Solutions.

Phone/Voicemail PIN Requirements

Note: Due to a defect that will be resolved in a future release, a PIN changed in the ShoreTel Sky Portal can contain as few as 4 digits, but a PIN changed by accessing the voicemail system from a phone must contain a minimum of 6 digits. When this defect is resolved, the 6-digit minimum will be applied to all phone/voicemail PIN changes.

Change Phone/Voicemail PIN Using Your Phone

To change your phone/voicemail PIN using any phone, follow the instructions below for the type of phone being used.

Using Any Phone

  1. Access the voicemail system:
    • If you are using a ShoreTel phone, press the Voicemail function key.
    • If you are using a Cisco phone, press the "Messages" button (envelope icon).
    • If you are calling from a phone other than your own desk phone, dial your own phone number, and press the * key when you hear the voicemail greeting.
  2. When you hear the audio prompt to enter your password, enter your voicemail password (PIN) and press #.
  3. Press 3 to select the Change Password option.
  4. Enter your current voicemail password (PIN) and press #.
  5. Enter your new voicemail password (PIN) and press #.
  6. Re-enter your new voicemail password (PIN) and press #.

Using a Cisco Phone

For the following instructions, to select an option, either press the option number on the phone's dial pad or use the blue toggle button to scroll down, highlight the desired option, and press the Select soft key.

  1. Press the Services (globe icon) button on the phone.
  2. In the Services menu, select the Settings option.
  3. In the Settings menu, select the User Preferences option.
  4. In the User Preferences menu, select the Change Password option.
  5. In the Change Password screen, enter your current voicemail password (PIN) in the PIN field.
  6. Press the Accept soft key.
  7. Enter your new PIN.
  8. Press the Accept soft key.
  9. Re-enter your new PIN.
  10. Press the Accept soft key.
  11. Press the Exit soft key multiple times to navigate away from each of the accessed menus to return the phone to normal call receiving mode.

Change Phone/Voicemail PIN Using the ShoreTel Sky Portal

Users

Users can change their own phone/voicemail PIN in the ShoreTel Sky Portal by doing the following:

  1. Log into https://portal.shoretelsky.com/ with phone number and phone/voicemail PIN.
  2. Navigate to Home > Settings > Phone Settings, which opens the Phone Settings screen.
  3. Click the Change Phone PIN button in the Phone tab of the Phone Settings screen.
  4. In the Change Phone PIN dialog that opens, enter your new PIN in the New Phone PIN field
  5. Re-enter the new password in the Confirm Phone PIN field.
    • Note: Users should not select the "Reset to default PIN" check box because it resets the phone/voicemail PIN to the default 5-digit phone PIN that is assigned to all new users in your organization. Selecting this option would require contacting an Authorized Contact to obtain the 5-digit PIN. Note that the default phone PIN matches the last five digits of your organization's ShoreTel Sky account number, which is displayed in the top-center panel of the Account Details screen.
  6. If you want to receive an email notification, select the check box to the right of "Notify of changes."

The following is a one-minute video showing users how to change their own phone/voicemail PIN via the ShoreTel Sky Portal. Note that the fields in the video that are labeled as "Password" are now labeled as "PIN" as a result of recent changes.

Authorized Contacts

Authorized Contacts (Phone Managers and Decision Makers) can reset a user's phone/voicemail PIN by doing the following:

  1. Log into https://portal.shoretelsky.com/ with business email address (username) and user password.
  2. Navigate to Phone System > Users
  3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields, and by selecting a specific location address from the "All locations" drop-down menu located above the toolbar.
  4. Right-click within the row of the desired user and select Reset Password from the pop-up menu that appears, then click Reset Phone PIN in the pop-up dialog that appears asking you "Which password do you want to reset?"
    • Alternatively, within the row of the desired user, click the linked name in the Service/Phone Name column and in the Phone tab of the Phone Settings screen that opens, click the Change Phone PIN button.
  5. Enter the new password in the New Phone PIN field.
  6. Re-enter the new password in the Confirm Phone PIN field.
    • Note: Optionally, you can click the "Reset to default PIN" check box to reset the phone/voicemail PIN to the default 5-digit phone PIN that is assigned to all new users. The default phone PIN matches the last five digits of your organization's ShoreTel Sky account number, which is displayed in the top-center panel of the Account Details screen.
  7. If you want the user to receive an email notification, select the check box to the right of "Notify of changes." If you want to send addition email notifications, enter one or more email addresses (separated by commas) in the field below the check box.

The following is a one-minute video showing Authorized Contacts how to change the phone/voicemail PIN for the users they manage in the ShoreTel Sky Portal.

Recover (Reset) Phone/Voicemail PIN

For Users and Authorized Contacts:

  1. Go to https://portal.shoretelsky.com/ and click the "Reset password or PIN" link that appears in the Log In screen.
  2. In the Username field of the Reset Password or PIN screen that appears, enter your username (business email address) or enter your phone number making sure you enter it without any dashes, periods, or parenthesis (for example, 7891234567).
  3. Click the "Submit" button, which displays Request Submitted on the screen.
    • Note: If you entered your username in the step above, but you do not receive an email from ShoreTel Support, if your business email address recently changed, you can ask an Authorized Contact (phone system administrator) in your organization to update your username in the ShoreTel Portal. From the Personal Information screen, an Authorized Contact can update your business email address, reset your user password, and identify or change your username if it does not match your business email address.
  4. If you entered the correct username or phone number, a "Reset your ShoreTel password or PIN" email is sent to your business email address.
    • Note: If you do not see an email in your Inbox, check your Junk/Spam folder and if the email is found there, add the "supportnoreply@shoretel.com" email address to the safe list in the Junk settings area of your email system.
  5. In the email you received from ShoreTel Support, click the link (or copy and paste it into your browser) to reset your phone PIN.
    • Note: For the security reasons, the link is only valid for 60 minutes. If you click the link and see an "Expired or Invalid Link" message, repeat steps 1 through 5 above.
  6. In the Set a New Password or PIN screen that appears, do the following:
    1. In the I would like to Reset area of the screen, select the "My phone PIN" option.
    2. Enter your new phone PIN in the New Phone PIN field and enter it again in the Confirm Phone PIN field.  Your new phone PIN must meet the following criteria:
      • Should contain 4 to 16 digits (numbers only)
      • Must not contain repeating digits such as "11111", "22222", etc.
      • Must not contain sequential numbers such as "12345", "34567", etc.
      • Must not match any part of your phone number
    3. Click the Save button
  7. Navigate back to https://portal.shoretelsky.com/ or if you are in the Request Submitted screen of the ShoreTel Sky Portal, click the “Return to Login Page” link.
  8. To log into the ShoreTel Sky Portal, enter your phone number and the new phone PIN that you entered and saved in step 6 above.

Unlock Phone/Voicemail PIN

For security purposes, a user's phone/voicemail profile will be locked for 15 minutes if anyone makes three unsuccessful log in attempts using the phone number and an incorrect phone/voicemail PIN to access the voicemail system, the ShoreTel Sky Portal, or the Phone Assistant.

The system will unlock a locked phone/voicemail profile in 15 minutes. If a user's phone/voicemail profile needs to be unlocked immediately, an Authorized Contact (system administrator) in the user's organization can unlock the profile using the steps below:

  1. Authorized Contacts can log into https://portal.shoretelsky.com/ with business email address (username) and user password.
  2. Navigate to Phone System > Users
  3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields, and by selecting a specific location address from the "All locations" drop-down menu located above the toolbar.
  4. Right-click within the row of the desired user and select Unlock from the pop-up menu that appears.
    • Note: The Unlock option is normally disabled (grayed-out) and can only be selected during the time when a user is actually locked out of the associated phone/voicemail profile.

If no Phone Manager is available, contact ShoreTel Sky Support.

ShoreTel Sky Mobility Phone PIN

If you have ShoreTel Sky Mobility service and you change the phone/voicemail PIN that you use to access the ShoreTel Sky phone system, be sure to use the instructions in the Change Phone/Voicemail PIN Using the ShoreTel Sky Portal section of this article. Following these instructions will automatically update your password on the Mobility Router assigned to your company's ShoreTel account. Additionally, you MUST also manually update the password in the ShoreTel Mobility app on your mobile device to match the changed phone PIN (see the Update Password in Mobility App instructions below). Otherwise, you will not be able to use your Mobility service until the password is updated.

Update Password in Mobility App

  1. Open the ShoreTel Mobility app on your mobile device.
  2. Navigate to Settings > Advanced > Provisioning
  3. Enter your new phone/voicemail PIN in the Password field (while leaving the Server Address and Username fields unchanged).

ShoreTel Sky Portal "User" Password Management

When using your business email address (username) and "user" password, you can access the online features that you are enabled to use in the permission-based, web-accessible user interface known as the ShoreTel Sky Portal.

ShoreTel Sky Portal "User" Password Requirements

Change ShoreTel Sky Portal "User" Password

Users

Users can change their own ShoreTel Sky Portal "user" password by doing the following:

  1. Log into https://portal.shoretelsky.com/ with business email address (username) and user password.
    • Note: Users can no longer log in with their phone number and phone/voicemail PIN to change their user password and update Personal Information. If you do not know your username, see the Obtain Login Credentials section of the Support Cases article for helpful information.
  2. Navigate to Home > Settings > Personal Information, which displays the Contact tab by default.
  3. In the Contact tab, click the Change Password button.
  4. Enter your existing password in the Old Password field.
  5. Enter your new password in the New Password field.
  6. Re-enter the new password in the Confirm Password field.
  7. If you want to receive an email notification, select the check box to the right of "Notify of changes."
  8. Click OK.

Authorized Contacts

Authorized Contacts (Phone Managers and Decision Makers) can reset a user's ShoreTel Sky Portal "user" password by doing the following:

  1. Log into https://portal.shoretelsky.com/ with business email address (username) and user password.
  2. Navigate to Phone System > Users
  3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields, and by selecting a specific location address from the "All locations" drop-down menu located above the toolbar.
  4. Right-click within the row of the desired user and select Reset Password from the pop-up menu that appears, then click Reset User Password in the pop-up dialog that appears asking you "Which password do you want to reset?"
  5. In the Reset User Password dialog that opens, click the Randomize button, which populates the New Password and Confirm Password fields above with a new temporary password that is masked (to not display). Alternatively, you can manually enter a new password in the New Password and Confirm Password fields and contact the user with the new temporary password. For either method, the user will be prompted to change their password again when they log in with the new temporary password.
    • Notes:
      • In the "Notify of changes" area, the check box next to "Yes, send email to" is selected by default. This sends the user a "password was reset" email showing the user's business email address (username), the new temporary password, and the name of the Authorized Contact who reset the password. It is recommended to keep this check box selected to ensure that the user receives the new temporary password.
      • When the user logs into the ShoreTel Sky Portal and enters the temporary password, the user is prompted to enter a new (non-temporary) password. When entering a new password, the check box next to "Yes, send email to" is selected by default to send the user a "password changed" email. This check box must stay selected, otherwise the user is able to log into the ShoreTel Sky Portal, but when the user logs out and then logs in the next time, the user is prompted to change the password again.
  6. If you want to send additional email notifications, enter one or more email addresses (separated by commas) in the field below the check box.
  7. Click OK.

Recover (Reset) ShoreTel Sky Portal "User" Password

For Users and Authorized Contacts, to reset your own "user" password to gain access to the ShoreTel Sky Portal, do the following:

  1. Go to https://portal.shoretelsky.com/ and click the "Reset Password or PIN" link that appears in the Log In screen.
  2. In the Username field of the Reset Password or PIN screen that appears, enter your username (business email address) or enter your phone number making sure you enter it without any dashes, periods, or parenthesis (for example, 7891234567).
  3. Click the "Submit" button, which opens the Request Submitted screen.
    • Note: If you entered an incorrect business email address (username) or phone number, you will not receive an email from ShoreTel Support as indicated in the following steps. If your business email address recently changed, but was not updated in the ShoreTel Sky Portal, contact an Authorized Contact (phone system administrator) in your organization. From the Personal Information screen, an Authorized Contact can update your business email address, reset your user password, and identify or change your username if it does not match your business email address.
  4. If you entered the correct username or phone number, you will soon receive a "Reset your ShoreTel password or PIN" email.
    • Note: If you do not see an email in your Inbox, check your Junk/Spam folder and if the email is found there, add the "supportnoreply@shoretel.com" email address to the safe list in the Junk settings area of your email system.
  5. In the email you received from ShoreTel Support, click the link (or copy and paste it into your browser) to reset your phone PIN.
    • Note: For the security reasons, the link is only valid for 60 minutes. If you click the link and see an "Expired or Invalid Link" message, repeat steps 1 through 5 above.
  6. In the Set a New Password or PIN screen that appears, follow the steps below:
    1. In the I would like to Reset area of the screen, select the "My portal password" option.
    2. Enter your new portal password in the New Password field and enter it again in the Confirm Password field. Your new password must meet the following criteria:
      • Must be 8-16 characters in length.
      • Must include at least 1 letter, 1 number, and 1 special character (such as !,?,@,#,$,%,&,*,+,-,_,<,> etc.).
      • Must not contain any spaces.
      • Must also meet new password strength criteria. (If the Password Strength indicator is red, including 1 capital letter or adding more characters of any type will change the indicator to green.)
    3. Click the Save button.
  7. Navigate back to https://portal.shoretelsky.com/ or if you are in the Request Submitted screen of the ShoreTel Sky Portal, click the “Return to Login Page” link .
  8. To log into the ShoreTel Sky Portal, enter your username and the new portal password that you entered and saved in step 6 above.

Unlock ShoreTel Sky Portal "User" Password

For security purposes, a user's ShoreTel Sky Portal account will be locked for one hour if anyone makes ten unsuccessful log in attempts with the user's business email address (username) and an incorrect user password.

The system will unlock a locked account in one hour. If a user's ShoreTel Sky Portal account needs to be unlocked immediately, an Authorized Contact (Phone Manager or Decision Maker) in the user's organization can unlock the account using the steps below:

  1. Log into https://portal.shoretelsky.com/ with business email address (username) and user password.
  2. Navigate to Phone System > Users
  3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields, and by selecting a specific location address from the "All locations" drop-down menu located above the toolbar.
  4. Right-click within the row of the desired user and select Unlock from the pop-up menu that appears.
    • Note: The Unlock option is normally disabled and can only be selected during the time when the associated user is actually locked out of the ShoreTel Sky Portal.

If no Phone Manager or Decision Maker is available, you can contact ShoreTel Sky Support.

Related Topics

Resolve Issues via Support Cases
ShoreTel Sky Portal
ShoreTel Sky Mobility
Authorized Contacts
User Management
Voicemail Management
Line Button Management
Personal Information
Add-on Features
ShoreTel Sky Support


Article: 000004436