ShoreTel Sky Portal

Overview

ShoreTel Sky Portal is the permission-based, web-accessible user interface that enables administrators and users to access and manage the appropriate functional areas of their organization's ShoreTel Sky phone system.

To learn about the new and changed functionality introduced in the latest ShoreTel Sky Portal release, see the Current Release Notes for ShoreTel Sky Portal article (which also includes links to articles for previous releases).

To learn more about the many features and functional areas of the ShoreTel Sky Portal, please continue reading the information below.

Table of Contents

Accessing the ShoreTel Sky Portal
Organization (Authorized Contacts)
Phone System (Authorized Contacts)
Team (Team Managers and Authorized Contacts)
Home (Users)
Support
Help and other Links
Related Topics

Accessing the ShoreTel Sky Portal

To access the ShoreTel Sky Portal, go to https://portal.shoretelsky.com/ and do the following:

For more information about logging into the ShoreTel Sky Portal, see the ShoreTel Sky Portal Log In Screen article. For information about passwords, see the Password Management article. To learn more about any screen you are viewing in the ShoreTel Sky Portal, click the ? Help link in the top-left corner of that screen.

Note that most ShoreTel Sky Portal screens that display rows of data utilize a tabular format which enables you to customize your view of data on the screen. You can drag columns to different locations, change column width, and right-click within the column headings area to make selections to show or hide any of the columns of data that are displayed in the grid. If you export data from a screen, all columns of data are exported whether the columns are shown or hidden. However, filtering with search criteria and/or selecting menu items to restrict the display of data on a screen will reduce the number of rows that are exported. Additionally, all tabular formatted screens also provide a "Multiple values search" field. For instructions, see the Multiple Values Search article.

Organization (Authorized Contacts)

From the Organization menu (shown in the image below), Authorized Contacts can utilize various self-service screens for managing account settings, accessing billing-related information, and viewing usage reports. As a Phone Manager or Decision Maker, you can access the information, settings, and data that apply to you, the Team Managers you assign, and the users in your organization.

Organization Menu in ShoreTel Sky Portal

Decision Makers and Phone Managers can access all of the following features from the Organization menu, and other Authorized Contacts can access a subset of these features. For more information, see the Authorized Contacts article. The Organization section of this article includes the following topics:

Account
Billing
Usage
Add-on Features

Account

Billing

Usage

Add-on Features

As an Authorized Contact, two of the Add-on Features that you are enabled to manage are displayed at the bottom of the Organization menu. For more information about all Add-on Features, see Add-on Features in the Phone System section below.

Phone System (Authorized Contacts)

From the Phone System menu (shown in the image below), Authorized Contacts can utilize various self-service screens for managing users, emergency addresses, phone numbers, geographic locations, call flow settings, and add-on features. As a Phone Manager or Decision Maker, you can access the information, settings, and features that apply to you and all of the users in your organization. In the image below, note that "(ABC)" indicates the instance (cluster) utilized by the account.

Phone System menu in the ShoreTel Sky Portal

The Phone System menu of the ShoreTel Sky Portal provides access to the following screens:

In addition to Add-on Features, ShoreTel also offers a variety of services that enable computer and web-based applications to interact with the ShoreTel Sky phone system. To learn more, see the ShoreTel Sky Application Integration Solutions article or click the links below to view articles for the following specific services:

Team (Team Managers and Authorized Contacts)

From the Team menu (shown in the image below), Team Managers and Authorized Contacts can view Intelligence and Call Activity reports for all of the users who are members of the Groups that they manage. When a Decision Maker or Phone Manager creates a Group, they assign an Owner who becomes a Team Manager of that Group. For details about the Business Intelligence reporting available in the ShoreTel Sky Portal, see the Business Intelligence Reporting article.

Team Menu in ShoreTel Sky Portal

The Team section of this article includes the following topics:

Intelligence
Manage
Add-on Features

Intelligence

Call Activity

For more information about any of the following Call Activity reports, see the Call Activity article.

Manage

Add-on Features

Home (Users)

When you first log into the ShoreTel Sky Portal, the Home screen is the default landing page for most users. The Home screen is divided into three panels, which provide useful functionality as described in the Home Screen article.

From the Home menu (shown in the image below), all users, including Authorized Contacts and Team Managers, can access a wide variety of screens and menu options for managing their own information, contacts, data, and the phone settings for their ShoreTel Sky phone.

Note: Although uncommon, users with multiple ShoreTel Sky phone numbers should make sure the desired phone number is selected from the "View calls for" menu located near the top of some of the screens that are available from the Home menu. This is applicable only when users with multiple phone numbers log into the ShoreTel Sky Portal with their business email address (username) and user password instead of their phone number and phone PIN.

Home Menu in ShoreTel Sky Portal

The Home section of this article includes the following topics:

Contacts
Calls
Settings
Add-on Features

Contacts

Calls

Settings

This section includes the following topics:

Phone Settings (Voicemail, Call Routing, Line Buttons, Emergency Location)
Add-on Features
Personal Information

Phone Settings

The Phone Settings screen provides access to a complete set of phone-related settings within multiple tabs, which are listed below. To learn more about all types of phone settings, see the Phone Profile Settings article, or use the specific article links listed below.

Add-on Features

You may have access to view or manage settings for the following two Add-on Features if these services have been activated for you by an Authorized Contact:

Note: If an Authorized Contact for your account has activated any of the following services for you, use the links below to find instructions for using these services:

  • ShoreTel Sky Scribe - Transcribes users' voicemails from their ShoreTel Sky phone into text and sends it, along with a .WAV file, to the desired email address.
  • ShoreTel Sky Mobility - Enables the use of a single mobile device for both business and personal communications while accessing desk phone and Unified Communications capabilities.
  • ShoreTel Sky Fax - Provides an email-to-fax service that is used as a cloud-based fax solution for the ShoreTel Sky phone system.
  • ShoreTel Sky for Salesforce - Integrates users' ShoreTel Sky phones with the Salesforce.com CRM (Customer Relationship Management) application.

Personal Information

The Personal Information screen provides access to manage information and functionality for users and contacts using the three tabs listed below. For more information, see the Personal Information article.

Add-on Features

As a user, at the bottom of the Home menu, you may have access to view and manage the following Add-on Feature if this feature has been activated for you by an Authorized Contact:

Support

From the Support menu (shown in the image below), all customers who access the ShoreTel Sky Portal can click links to access information that supports our commitment to quality, integrity, knowledge, and open communication.

Support Menu in ShoreTel Sky Portal

The Support menu section of this article includes the following topics:

Trust
Support Cases
ShoreTel Ideas
Knowledgebase
Training
Contact Support

Trust

The Trust link opens http://trust.shoretel.com where you can view system status, scheduled maintenance, a history of recent issues, support case metrics, and more. At ShoreTel, we publish our performance publicly, and in real-time, to signal our commitment to set the highest standards for both. For more information, see the Trust article.

Support Cases

The Support Cases link opens a "Sign In" screen where Authorized Contacts can enter the same credentials used to access the ShoreTel Sky Portal to access the Cases interface. If anyone in your organization experiences an issue with a ShoreTel Sky product, feature, or service, you can use this method to report a "case" to ShoreTel Sky Support. Cases can also be reported by users (non-Authorized Contacts) via email and phone. For more information, see the Support Cases and ShoreTel Sky Support articles.

ShoreTel Ideas

The ShoreTel Ideas link opens the Product Discussions web page at this time. The actual ShoreTel Ideas interface is temporarily unavailable while technology improvements are being implemented. This interface previously served as a digital "suggestion box" that our customers used to discuss their wants and needs and to post suggestions for enhancements to our products, features, and services.

Until a new online suggestion box is available, please send your ideas via email to suggestions@shoretel.com. You can also create a Support Case to communicate your issues and needs to ShoreTel.

Knowledge Base

The Knowledgebase link opens the ShoreTel Support site at http://support.shoretel.com/ where you can access articles for all areas of ShoreTel. To access articles that document the products, features, and services available in the ShoreTel Sky phone system, select the "ShoreTel Sky (Cloud)" option in the By Category section of the ShoreTel Support site or use the following link:

Tip: To learn how to more effectively search for articles in the ShoreTel Support site, see the How to Search the Knowledge Base article. 

Training

The Training link opens a landing page where you can choose to view a training webinars article for either the ShoreTel Sky or ShoreTel Connect CLOUD phone system. To access information about training webinars for the ShoreTel Sky phone system, see the ShoreTel Sky Training Webinars article.

Contact Support

The more... link at the bottom of the Support menu opens the "How can we help?" page in the ShoreTel Sky Portal. This page provides a link to the main ShoreTel Support site (a.k.a., the Knowledge Base) at http://support.shoretel.com/, a link to the Support Cases "sign in" page, and the current phone number for calling ShoreTel Support. You can also visit the Contact Support page at http://support.shoretel.com/contact_us/ to see a list of international phone numbers and email addresses for contacting various support teams.

Help and Other Links

The area at the top of every screen in the ShoreTel Sky Portal provides a Help link and several other links, as shown in the image below.

links at top of screen

Help

Every screen that is accessible in the ShoreTel Sky Portal provides a ? Help link in the top-left corner of the screen. Clicking a ? Help link opens the associated article that contains an overview and detailed instructions for using the features and settings available on that screen. The article opens in the ShoreTel Support site, which is available by accessing http://support.shoretel.com/ and selecting the Cloud (Sky) category or by going directly to http://support.shoretel.com/kb/?id=Cloud_Sky. The Cloud (Sky) category of the ShoreTel Support site provides access to all of the articles that document the products, features, and services available in the ShoreTel Sky phone system.

ShoreTel Ideas

See ShoreTel Ideas in the Support section above.

Phone Assistant

The Phone Assistant link enables downloading and running ShoreTel Sky Phone Assistant, which is a web-based portal that provides advanced phone control and call status monitoring. For more information, see the Phone Assistant article.

Announcements

The Announcements link provides a way to easily view important announcement messages about features accessible in the ShoreTel Sky Portal (for a limited period of time). For more information, see the Announcements article.

Service Portal

The Service Portal link provides access to a legacy portal (replaced by the ShoreTel Sky Portal), which still serves a small number of ShoreTel Sky customers for use in managing their phone system. For more information, see the Service Portal article.

Related Topics

Searching for Data in the ShoreTel Sky Portal
ShoreTel Sky Portal Log In Screen
Home Screen
Authorized Contacts
Groups
Team Managers
Business Intelligence Reporting
Account Details
Partner Access to Customer Account
User Management
Emergency Registration Location Addresses
Geographic Locations
Call Flow Editor
Add-on Features
Application Integration Solutions
Account Invoices, Payments, and Billing Policies
Services
Usage Log
Courtesy Usage
Fax Usage
Conference Usage
Line Button Management
Password Management
Contact Management
Voicemail Management
Voicemail Box
Call Log
Missed Calls
Phone Profile Settings
Personal Information
Music on Hold
Fraud Prevention
ShoreTel Trust
ShoreTel Sky Support
Support Cases
ShoreTel Sky Training Webinars
How to Search the Knowledge Base
Current Release Notes for ShoreTel Sky Portal


Article: 000003958