I would check the phone as well.  What model is it, 230, 486?  I use ShoreTel as well and configured the QoS in Configure, Switch Settings.  Select your VLAN and leave the Protocol to Any, set the DSCP to... 46 -> class 3 (EF Voice).  Check the settings of the physical port the phone is plugged into and make sure you designated your voice vlan.       ... View more