ShoreTel Troubleshooting Quick Tips for common problems

Issues The following instrctions should help cover any of the following: ShoreTel doesn’t open at startup No audio, voice or both Phone remains ‘unassigned’ Call disconnects immediately

Restart Restarting the machine can be a quick and simple fix. A restart ‘warm’ boots the machine giving the headset a chance to load before ShoreTel, fixing the majority of issues you may encounter.

Closing ShoreTel A Full restart of ShoreTel often solves the most trivial issues but is often incorrectly performed. To fully restart ShoreTel: Expand ‘Show hidden icons’ on the start bar 2. Right click the ShoreTel symbol and select ‘Exit’ 3. Open ShoreTel from the user Desktop

Hardware - Headset Close ShoreTel Check headset is plugged in Unplug and reinsert USB Open ShoreTel Make test call If still no audio, Close ShoreTel. Unplug Headset USB and plug in to a different USB port. Make Test Call

Software – Windows Detection Check Windows has detected the Audio Device; Right click ‘Audio’ on the start bar and select ‘Playback Devices’ At least 2 Audio Devices should be listed in the resulting pop-up. With the Audio window open, unplug and reinsert headset to ensure it’s being detected. Set Headset as default device: right click on the device and select ‘Set as default device’ and ‘set as default communication device Restart ShoreTel

Software – Windows Muted Audio Open ‘Playback devices’ (previous slide) Right click on headset device and select properties On the Levels Tab ensure ‘Speakers’ volume is turned up and hasn’t be muted.

Software- ShoreTel Detection In ShoreTel click on the shoreTel symbol in the top left and select Options Click Softphone in the left hand panel and check the ‘Play’ and ‘Record’ shows the headset Click ok and apply to make a test call If no headset device appears. Return to the start of the troubleshooting steps in this presentation.

ShoreTel – Unassigned Status ShoreTel may not have automatically assigned itself to softphone. In ShoreTel check the top left of the window, if it shows as unassigned: Click ‘Unassigned’ and select ‘Softphone’ You should now see ‘Softphone’ in the top left and a blue handset on the right: