Add User

Content

Table of Contents

Overview
Add New User
Add New Contact
Edit User
Related Topics

Overview

Decision Makers and Phone Managers can add new users or contacts to their account, which includes the ability to add a phone number, a physical phone (new, used, or rental), additional services, and Authorized Contact roles. Note that location-based Phone Managers can only add new users or contacts to their assigned locations. If you currently make custom configuration requests when adding new users or contacts, see the Support Cases article to submit these requests directly to ShoreTel Sky Support.

A "user" is a combination of a "contact" (personal information, active services, roles and permissions) plus a "phone profile" (phone number, user license, and associated settings). If the person you are adding requires the use of a phone profile in your organization's phone system, use the Add New User section below. If the person you are adding does not need a phone number in your phone system, but does need access to the ShoreTel Sky Portal (typically as an Authorized Contact or Team Manager), use the Add New Contact section below. Note that after a new contact is created, the Service/Phone Name column in the Users screen will display "Unassigned" to indicate the contact does not have an assigned phone profile.

Watch the video below and then use the instructions that follow to add a new user or contact to your account.

Add New User

To add a new user to your account, do the following:

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password.
  2. Navigate to Phone System > Users
  3. In the Users screen, click the +Add User button, which opens the Add User wizard displaying the Contact panel.
  4. In the Contact panel, provide the required information (marked with an * asterisk) and optional information in the following fields for the new user:
    • Contact Information
      • Name * (required) - Provide the required First name and Last name.
      • Email * (required) - Provide the required Business email address (and optionally, provide a Personal email address).
      • Billing Location * (required) - Select the desired billing location for the new user from the drop-down menu. Note that the billing location can be different than the geographic location where the user is located.
      • Title - Optionally, provide a title such as a job title or Mr, Mrs, Ms., etc.
      • Phone - Optionally, provide a Home and/or Mobile phone number.
      • Preferred Notification Email - Defaults to the Business email address. If desired, a personal email address can be selected.
      • Preferred Contact Method - Defaults to the Business email address. If desired, a personal email address or phone number (mobile or home) can be selected.
    • ShoreTel Log In - Enter the required ShoreTel Sky Portal login information as explained below:
      • User does not require login credentials - Select this check box ONLY if the user will never need to access the ShoreTel Sky Portal as a Team Manager or Authorized Contact, never need to update their own Personal Information, and never need to access their own ShoreTel Sky Replay recordings. When this check box is selected, the Username, Password, and Confirm Password fields listed below are disabled (not required).
        • Note: If this user will be assigned a phone profile in step 6 below, then the new user will have "user" permissions to log into the ShoreTel Sky Portal to access only the Home and Support menus using the assigned phone number and phone/voicemail PIN. To enable access to the Organization and Phone System menus, the user must be assigned a Username and Password, and an Authorized Contact role (via the Roles and Permissions panel in step 10 below).
      • Username * (required) - This field is populated with the Business email address (entered in the Contact Information section above) and can be edited if desired.
      • Password * (required) - Enter a password that is 8-16 characters and includes at least 1 letter, 1 number, 1 special character, and has no spaces. For security purposes, passwords must also meet 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.
      • Confirm Password * (required) - Enter the same password entered above here.
  5. Click Next, which opens the Phone panel of the Add User wizard.
  6. In the Phone panel, select the desired phone profile attributes (profile type, location, phone number, activation date), Add-on Features, and optional feature settings:
    • Create a Phone (optional) - If the new user requires the use of a phone number in your phone system, select the following:
      • Phone Location - Select the geographic location where the new user's office will be located using the drop-down menu.
      • Phone Type - Select the desired type of phone profile (Full Managed, Virtual, Courtesy, or Analog). Managed profiles make up 85% of all profiles and provide the functionality required by most business users. See our Phone Profile Types article for a complete description of the characteristics and capabilities of each type of profile.
      • Phone Number - Select the desired phone number from the list of available phone numbers in the drop-down menu. (If the desired phone number is not displayed in the list, but you believe the phone number is available and may be associated with a location other than the one selected in the Phone Location menu, click the "Show phones from all locations" check box.)
      • Activation Date - Click this field and select the desired activation date from the pop-up calendar. (Activation dates can be set to today's date or any other date up to 60 days in the future.)
      • Do not include in dial-by-name groups - Select this check box to exclude the new user from the Dial By Name directory utilized by Auto Attendants that process inbound calls for the selected account. Note that users can be included or excluded from Dial By Name groups at any time by doing any of the following:
    • Add-on Features (optional) - Select the desired Add-on Feature(s) that you want added to the new user's active services. Note that the availability of Add-on Features is dependent upon the type of phone profile selected in the Phone Type menu of the Create a Phone section of the Phone panel. If the check box next to any of the Add-on Feature options is not functional, it means the feature has not yet been activated for the account. For more information, see the articles listed next to each feature below (and also see our Add-on Features article).
      • Business SMS User - This feature is no longer available from ShoreTel and will be removed from this menu in a future release.
      • Replay Hosted Call Recording - See the ShoreTel Sky Replay article for details.
      • Scribe - See the ShoreTel Sky Scribe article for details.
      • ShoreTel Communicator - See the ShoreTel Sky Communicator article for details. Note that this feature requires contacting ShoreTel Sky Support to add or remove users (which can be done via a Support Case).
      • ShoreTel Mobility - See the ShoreTel Sky Mobility article for details.
  1. Click Next, which opens the optional Hardware panel of the Add User wizard.
    • Note: If a Virtual profile was selected in the previous step, the Hardware panel will be bypassed in the Add User wizard. For this type of new user, skip to the Roles and Permissions panel in step 10 below.
  2. In the optional Hardware panel, if the new user needs a new desk phone, select the Add Hardware Phone check box and select the required information listed below:
    • Type - Choose from Sale New, Sale Used, or Rent.
    • Model - Choose from the available phone models, which are dependent on the Type selected above. Note that ShoreTel 400 series phone models (IP480, IP480G, and IP485G) are available for Sale New or Rent, and Cisco phone models (7961G and 7965G) are available for Sale Used or Rent.
      • Note: You should continue to obtain the brand of phone (ShoreTel or Cisco) that is currently in use at the new user's location.
    • Requested Delivery Date - Click this field and select the desired delivery date from the pop-up calendar menu.
    • Include Power Supply - If a power supply needs to be shipped with the new user's phone, select this check box and depending on the Type and Model selected above, select the desired item from the Power Supply menu. Note that ShoreTel phones require the ShoreTel PoE Injector and Cisco phones can use either the ShoreTel PoE Injector or the Power Brick. For more information about a phone's power supply, see the Phone Setup and Log In article.
  3. Click Next, which opens the Roles and Permissions panel of the Add User wizard (unless the "User does not require login credentials" check box was selected in step 4).
  4. In the Roles and Permissions panel, Authorized Contact roles can be assigned to the new user. Account-level Phone Managers can assign the Emergency, Phone Manager, and Technical roles, and Decision Makers can assign these roles plus the Decision Maker and Billing Contact roles. To learn more, see the Roles and Permissions article. (Note that the Partner role is not functional. To assign a role to a partner, see the Partner Access to Customer Account article.)

    If the new user does NOT require an Authorized Contact role, skip to the next step to open the Confirmation panel.

    To add one or more Authorized Contact roles to the new user, perform the following steps:

    1. Use the ShoreTel Roles menu to select the desired role that needs to be assigned to the new user.
    2. Click the +Add button.
    3. If the Role is for the entire account, select the (default) Account option. If the Role is applicable for only a specific location, select the desired location from location drop-down menu. If there is only one location for your account, the location option is disabled. Note that Decision Makers and Billing Contacts can only be assigned at the Account level.
    4. Repeat steps a through c above if multiple roles need to be assigned to the new user.
  5. Click Next, which opens the Confirmation panel of the Add User wizard.
  6. In the Confirmation panel, verify the Contact and Phone information.
    • Note: The phone number selected for the new user is validated against all existing phone numbers and extensions for the account. If an extension conflict (duplicate number) is found, an appropriate error message is displayed in the Confirmation panel. If this occurs, navigate back to the Phone panel, choose a different phone number, and navigate back to the Confirmation panel.
  7. Click Finish to complete adding the new user.

Add New Contact

If a person does NOT need a phone number in your phone system, but does require access to the ShoreTel Sky Portal to only access data and manage users, a new contact can be added. A new contact is also useful if you have an IT consultant or a new partner (who was not your partner of record at the time of sale) who you want to perform actions on behalf of your account. When you add someone to your account as a new contact, you can also assign the contact one or more Authorized Contact roles.

Use the following instructions to add a new contact to your account:

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password.
  2. Navigate to Phone System > Users
  3. In the Users screen, click the +Add User button, which opens the Add User wizard displaying the Contact panel.
  4. In the Contact panel, provide the required information (marked with an * asterisk) and optional information in the following fields for the new contact:
    • Contact Information
      • Name * (required) - Provide the required First name and Last name.
      • Email * (required) - Provide the required Business email address (and optionally, provide a Personal email address).
      • Billing Location * (required) - Select the desired billing location for the new user from the drop-down menu. Note that the billing location can be different than the geographic location where the user is located.
      • Title - Optionally, provide a title such as a job title or Mr, Mrs, Ms., etc.
      • Phone - Optionally, provide a Home and/or Mobile phone number.
      • Preferred Notification Email - Defaults to the Business email address. If desired, a personal email address can be selected.
      • Preferred Contact Method - Defaults to the Business email address. If desired, a personal email address or phone number (mobile or home) can be selected.
    • ShoreTel Log In - Enter the required ShoreTel Sky Portal login information as explained below:
      • User does not require login credentials - Do NOT select this check box.
      • Username * (required) - This field is populated with the Business email address (entered in the Contact Information section above) and can be edited if desired.
      • Password * (required) - Enter a password that is 8-16 characters and includes at least 1 letter, 1 number, 1 special character, and has no spaces. For security purposes, passwords must also meet 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.
      • Confirm Password * (required) - Enter the same password entered above here.
  5. Click Next, which opens the optional Phone panel of the Add User wizard. A new contact, by definition, does not require a phone profile or phone number to access the ShoreTel Sky Portal, so this panel should be bypassed.
  6. Click Next, which opens the optional Hardware panel of the Add User wizard. A new contact, by definition, does not require a physical desk phone to access the ShoreTel Sky Portal, so this panel should be bypassed.
  7. Click Next, which opens the Roles and Permissions panel of the Add User wizard.
  8. In the Roles and Permissions panel, Authorized Contact roles can be assigned to the new user. Account-level Phone Managers can assign the Emergency, Phone Manager, and Technical roles, while Decision Makers can assign these roles plus the Decision Maker and Billing Contact roles. To learn more, see the Roles and Permissions article. (Note that the Partner role is not functional. To assign a role to a partner, see the Partner Access to Customer Account article.)

    To add the desired Authorized Contact role to the new contact, perform the following steps:

    1. Use the ShoreTel Roles menu to select the desired role that needs to be assigned to the new contact.
    2. Click the +Add button.
    3. If the Role is for the entire account, select the (default) Account option. If the Role is applicable for only a specific location, select the desired location from location drop-down menu. If there is only one location for your account, the location option is disabled. Note that Decision Makers and Billing Contacts can only be assigned at the Account level.
    4. Repeat steps a through c above if multiple roles need to be assigned to the new contact.
  9. Click Next, which opens the Confirmation panel of the Add User wizard.
  10. In the Confirmation panel, verify the Contact and Phone information.
  11. Click Finish to complete adding the new contact.

Edit User

Authorized Contacts (Decision Makers and Phone Managers) can edit personal contact information and phone-related settings associated with an existing user. To learn how to edit existing users, see the Edit User article.

Related Topics

Resolve Issues via Support Cases
International Calling
Authorized Contacts
Team Manager
User Management
Reassign Profile, User, or Phone Number
Swap Profile
Password Management
Add-on Features
Application Integration Solutions
Roles and Permissions for Existing Users
Partner Access to Customer Account
ShoreTel Sky Support

ShoreTel Dates

Created Date 2014-02-13 - Modified Date 2017-06-09


Article: 000004601