Call Management

Content

This article explains how to place, answer, and end calls using the various options that are available on your desk phone when using a ShoreTel Sky or ShoreTel Connect CLOUD phone system.

Table of Contents

Placing a Call
  -  Off-Hook and On-Hook Dialing
  -  Dialing Internally
  -  Dialing Externally
  -  Dialing an International Number
Answering a Call
  -  Answering a Single Call
  -  Answering Multiple Calls
  -  Switching Between Multiple Calls
  -  Other Options for Incoming Calls
Ending a Call
Related Topics

Placing a Call

To place a call, perform the following steps in either order. Performing step A before step B is known as "On-Hook" dialing. Performing step B before step A is known as "Off-Hook" dialing.

  1. Do one of the following to dial the desired phone number:
    • For internal calls - Dial the 4-digit extension.
    • For external calls - Dial the outbound dial digit, which is usually 9, followed by 1 and enter the desired 10-digit number.
    • For international calls - Dial the outbound dial digit, which is usually 9, followed by 011 and enter the country code followed by the local number. See the Dialing an International Number section of this article for more information.
  2. Use one of the following ways to engage the call:
    • Lift the handset.
    • Press an inactive line button.
    • Press the speaker button.
    • Press the headset button (if a headset is attached).
    • Press the Dial soft key (when displayed).

Off-Hook and On-Hook Dialing

Whenever you are placing a call, if there is a dial tone, the phone is considered to be in "Off-Hook" state. When dialing an external number while the phone is "Off-Hook," if you pause for a while, the system may timeout or place a call to the wrong number. To avoid this issue, "On-Hook" dialing is recommended for external and international calls.

Whenever you are placing a call, if there is no dial tone, the phone is considered to be in "On-Hook" state. When dialing an external number while the phone is "On Hook," the system will wait until you enter the entire number before placing the call. After you enter the complete phone number, press the Dial soft key to place the call.

Dialing Internally

To dial a phone number inside your company, dial the desired 4-digit extension using either On-Hook or Off-Hook dialing.

Dialing Externally

To dial a phone number outside of your ShoreTel phone system, enter your outbound dial digit, which is usually 9, followed by 1, then enter the desired 10-digit number using either On-Hook dialing (recommended) or Off-Hook dialing.

Dialing an International Number

To dial an international number, enter your outbound dial digit, which is usually 9, followed by 011, which is the international access code, then enter the country code followed by the local number. It is recommended that you use On-Hook dialing. In addition to country codes, some countries also have city codes that you must dial after the country code, but before the local number. See our International Calling article for more information.

Answering a Call

Incoming calls are indicated by ring tones, a blinking line button, and a flashing light on top of the phone or handset.

Answering a Single Call

To answer an incoming call, do one of the following:

Additional ways to answer calls:

Answering Multiple Calls (Call Waiting)

To answer an incoming call while on another call and automatically place the other call on hold, use the instructions below for the brand of phone used in your phone system.

  • Note: The ShoreTel Connect CLOUD phone system supports only ShoreTel phones, while the ShoreTel Sky phone system supports ShoreTel and Cisco phones.

Using ShoreTel Phones

Do one of the following:

  • Press the green blinking call appearance line button next to the incoming call.
  • Press the Answer soft key.

While on an active call using a ShoreTel phone, incoming calls are indicated by a beep sound (not a ringtone), by an available call appearance line button that is blinking green, and by a window that appears displaying caller ID information for the incoming call.

Using Cisco Phones

Do one of the following:

While on an active call using a Cisco phone, incoming calls are only indicated by an available line button that is blinking or displaying a ringing phone icon. There is no ringtone or beep sound played to indicate an incoming call.

Switching Between Multiple Calls

Note that you do not have to place a call on hold to act on another call ... just perform the action you wish on the other call, and the active call will be placed on hold.

To place a call on hold and resume another call on hold, use the instructions below for the brand of phone used in your phone system:

Using ShoreTel Phones

Press the blinking call appearance line button next to the call on hold that you want to resume.

Using Cisco Phones

  1. Press the line button for the call on hold that you want to resume. The call details are displayed on the phone's screen.
  2. Press the Resume soft key or press the line button a second time.

Other Options for Incoming Calls

To perform other options for handling incoming calls, use the instructions below for the brand of phone used in your phone system:

Using ShoreTel Phones

Using Cisco Phones

Ending a Call

To end an active call, do one of the following:

Related Topics

ShoreTel Sky Customers

ShoreTel Sky Support
ShoreTel Sky Training Webinars
Support Cases
ShoreTel Sky Portal
ShoreTel 400 Series Phones / Cisco 7900 Series Phones
ShoreTel Sky Supported Phones and Devices
Phone Assistant
Caller ID
Speed Dials
Hold / Transfer / Park / Pickup / Intercom / Barge / Page
Line Button Management
Do Not Disturb
Ad-hoc Conferencing
Group Features / Group Voicemail

ShoreTel Connect CLOUD Customers

ShoreTel Connect CLOUD Support
ShoreTel Connect CLOUD Training Webinars
Opening a Support Case
ShoreTel Connect Portal Documentation
ShoreTel Connect Client User Guide
ShoreTel IP 485G / ShoreTel IP 480/480G / ShoreTel IP 420
ShoreTel Connect CLOUD Supported Devices

Both ShoreTel Sky and ShoreTel Connect CLOUD Customers

Which ShoreTel Cloud-based Phone System Are You Using?
Outbound Dial Digit
International Calling
Fraud Prevention
ShoreTel Trust
Country Code
CNAM

ShoreTel Dates

Created Date 2013-04-08 - Modified Date 2017-04-21


Article: 000004443