2012-08-10 16.01.08

How To Use The Soft Phone On ShoreTel Communicator

Yes! You can use the ShoreTel system entirely on your PC! You can make and receive calls and talk to people directly with ShoreTel Communicator. This is a great way to let telecommuters work from home without sending a phone, power brick, router, and a bunch of other stuff with them. It’s also the way a lot of call centers are set up to cut costs (headsets are cheaper than $300+ ShoreTel phones).

You need a couple of things before this will work properly.

The first thing you need is SoftPhone Licenses. If you don’t have these, you can still activate it but your server will lock down after 45 days. You can get a quote for these from your partner.

The second thing you need is some sort of headset. You can use the microphone and speakers on your laptop/desktop but the headset makes it a lot less aggravating.

Setting Up A User to Use The Soft Phone

Step 1 - Go to the user’s account under Shoreware Director.

Step 2 - Enable the soft phone for this user.

Step 3 - Save the changes.


Use the Soft Phone

Now you’ll need to go to the user’s ShoreTel Communicator and set up the SoftPhone.

Step 1 - Select Softphone from the Extension Assignment Menu. Drop it down, it should show up as the second option. If it doesn’t appear, make sure Communicator is up to date. Sometimes it just needs restarted, especially if you are connected over a VPN connection.

Step 2 - Make sure your headset is plugged in. Communicator will typically default to whatever is the current sound output. You can change it in the Options menu under “Smart Phone”.

If everything is set up right, you should now be able to make calls from ShoreTel Communicator and the call will play over your headset. If you need to send digits to the call (like to select menu options) just right click on the call and select the “Send Digits” option.




  1. JD

    Thanks for the info. Have you run into a case where the softphone option simply doesn’t show up in the menu? My account in Director is setup for it and I see the option in Communicator on my regular desktop PC, but when logged into a Citrix hosted desktop with the same version of Communicator it’s just not there.

    • aaron

      I have seen this issue. I have not seen it specifically with Citrix though. When I’ve seen it, it has always been something to do with ShoreTel Communicator not being able to see the sound card. I suspect Communicator can’t see whatever Citrix is using to transport audio over the internet to your desktop. Or they’ve blatantly disabled it for Citrix. Do you have anyone that can use the softphone through Citrix? My workaround for this would be install Communicator on your home PC and VPN into work. I’ve never been able to get this to work through RDP reliably either.

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