Specific Tips for Working Remotely

    Like many of our clients in the Northeast, power to our New York City office has yet to be restored.  We hear it is likely that we will not be able to access the building until next week.  Our New York team is working from their homes, homes of friends with power, Starbucks, you name it.  Here are some very detailed suggestions about how you can do the same.*

    Use Night or Holiday Mode to Alert Inbound Callers

    You may want to set your phone system to “Night” or “Holiday” mode so that you can alert callers about any impact the storm may be having on your business.  To do this, you can use our Time of Day settings.   Here’s how:

    Log in to Service Portal

    1. portal.shoretelsky.com

    2. Log in with your email address and registered password.  (If you have forgotten your password, Recover and Reset options are available.)

    Switch your main line to night mode or holiday mode - depending on what you currently have configured and re-record that greeting to alert inbound callers to what’s happening. This one minute video will show you how.

    Modifying your auto-attendant greetings

    If you need to make changes to the messages your callers hear when they call, you can change your recordings:

    1. Call your direct line.

    2. As soon as you hear your voicemail greeting press *.

    3. Enter your VM password.

    4. Press 5.

    5. Press 7.

    6. Enter your system greeting password when prompted, followed by the # key (if you do not know your system password, please email skysupport@shoretel.com).

    7. Enter your Audio ID Code followed by the # key. Your audio id codes can be found on the Service Portal under Organization -> Phone system -> Callflow settings -> Search for “Main AA” and select the name in the left panel. The number that appears in the “Sound file” box is the Audio ID code for that greeting.

    8. Follow the prompts to either Press 1 to review or 2 to re-record the greeting.

    9. After selecting 2 to re-record the greeting, press # after recording.

    10. Remember to listen to the prompts and press 3 to save the changes you have made.

    More information is available on our support website.

    Forward your direct dial lines

    We don’t recommend forwarding your main numbers. Your phone system is currently up and running in the cloud, taking and routing calls as per your normal workday. Your individual users may want to utilize our Find me forwarding service to send calls to home phones or mobile devices.   This video will show you how.

    ShoreTel Sky Softphone
    Your end users who have a microphone and speakers on their computer can also login from anywhere and take and make calls with the ShoreTel Sky Softphone. Although this is a paid service, you can use it for free for 30 days.  To register during or after the 30 day trial, select "Help" and then "Register Software.”  You will need to know your organization’s “cluster” to set up the softphone.  You can find this in the portal by going to Organization - > Call Flow Setting -> Partition. This is your “cluster” setting.  Information

    Take your phone home

    If you have internet access at home, you can plug your office phone into your router and manage calls as you normally would.  (Don’t forget to take the power adapter home along with the phone.)  This page provides help with configuration.

    We hope you find this information helpful and encourage you to reach out to us if we can help in any way.

    *Note for 6.0- Genband Customers: Web Portal will allow direct line forwards but all other changes need to be handled by the ShoreTel Sky support desk. 

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