ShoreTel IP Phone 485g User Guide

ShoreTel IP Phone 485g User Guide
ShoreTel IP Phone 485g
User Guide
August 2013
Legal Notices
Document and Software Copyrights
Copyright © 1998-2013 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.
Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for
any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials
contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to
typographical, arithmetic or listing errors.
Trademarks
ShoreTel, ShoreTel (and logo), Brilliantly Simple, Brilliantly Simple Communication, ShoreGear, ShorePhone, and ShoreWare are registered trademarks of
ShoreTel, Inc. in the United States and/or other countries. The ShoreTel logo is a trademark of ShoreTel, Inc. in the United States and/or other countries.
All other copyrights and trademarks herein are the property of their respective owners.
Patents
The ShoreTel IP Phone 485g is covered by patents as listed at http://www.shoretel.com/about/patents.html.
Version Information
ShoreTel IP Phone 485g User Guide
Document Part Number: 800-1762-01
Date: August 6, 2013
Company Information
ShoreTel, Inc.
960 Stewart Drive
Sunnyvale, California 94085 USA
+1.408.331.3300
+1.408.331.3333 (fax)
www.shoretel.com
ShoreTel IP Phone 485g
User Guide
2
Table of Contents
Before You Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1
6
6
6
6
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Overview of the ShoreTel IP Phone 485g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Your Phone’s Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Call Appearance Buttons and Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Soft Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Your Phone’s Backlight Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Reducing Glare on the Phone’s Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Setting up Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Assigning Your Extension to the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Logging in to the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Unassigning Your Extension from the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Operating Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Adjusting the Ring and Listening Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Turning off the Phone’s Ringer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Muting a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Guide to the Icons Displayed on Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Using Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Making a Call Using Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Accessing Speed Dial Numbers in the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Finding Detailed Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using the Intercom through Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Dialing a Voice Mailbox from Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Sending a Whisper Page through Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using the Call History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Viewing a List of All Calls Placed, Received, or Missed . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Placing a Call Using the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using the Intercom through the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Deleting a Call from the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Interacting with Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
ShoreTel IP Phone 485g
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Table of Contents
Placing a Call on Hold or off Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Answering and Switching Among Multiple Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Diverting an Incoming Call to Voicemail or Another Number . . . . . . . . . . . . . . . . . . . . . .
Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Parking and Unparking Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Picking up an Incoming Call for Another Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 2
Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Overview of Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Understanding Call Handling Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing Your Active Call Handling Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Specifying Options for Call Handling Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing Your Automatic Off-Hook Preference to Headset . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing the Ringtone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing the Wallpaper Displayed on the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing the Time Zone of Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling Simultaneous Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets . . . . . . . . . . . . . . .
Modifying the Workgroup Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling or Disabling Simultaneous Ringing on Additional Phones . . . . . . . . . . . . . . . . . . . .
Moving a Call to Another Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 3
46
47
47
48
48
Using Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Voicemail Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Interacting with Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Saved Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Logging in to the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Interacting with New Messages in the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . .
Listening to Saved Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sending Messages from Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Leaving a Message and Using Message Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 5
34
34
35
36
36
37
38
39
39
40
41
41
42
43
Using Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Making a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Join Feature to Conference Active Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 4
28
28
30
30
31
32
53
53
54
55
56
57
57
58
59
59
60
61
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Problems and Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
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User Guide
ShoreTel IP Phone 485g
Table of Contents
Viewing Phone Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Rebooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
ShoreTel IP Phone 485g
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Table of Contents
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User Guide
ShoreTel IP Phone 485g
Before You Start
The following sections provide an overview of this book:
About This Book.......................................................................................................... 6
Organization ......................................................................................................... 6
Conventions.......................................................................................................... 6
Related Documents .............................................................................................. 6
ShoreTel IP Phone 485g
User Guide
5
Before You Start
About This Book
About This Book
This book is intended for those who use the ShoreTel IP Phone 485g. It describes the phone’s features
and how to use the phone.
Organization
This document is divided into the following chapters:

Chapter 1, Getting Started on page 7, provides an overview of the phone and describes how to set
up the phone and use it for common tasks.

Chapter 2, Customizing Your Phone on page 33, explains how to customize your phone through
features such as call handling modes and ring tones.

Chapter 3, Using Advanced Features on page 45, describes how to use the phone to perform
advanced tasks, such as making conference calls.

Chapter 4, Using Voicemail on page 51, describes how to use visual voicemail and the voicemail
system to listen to messages and perform other tasks related to your voice mailbox.

Chapter 5, Troubleshooting on page 67, provides information about simple approaches to
addressing issues with your phone.
Conventions
The following typographical conventions are used in this document:
Font
Description
Bold
Keys that you press on the phone
Blue
Cross references with hyperlinks. Click the blue text to go to the indicated
section. All chapters have a list of section links on the first page.
Note: Table of Contents entries are also links, but they are not blue.
Related Documents
The following documents are also available:
6

Wall Mount Installation describes how to mount the phone on a wall.

Quick Reference provides shortcuts for performing common tasks with the phone.

Quick Install Guide describes the ports on the back of the phone and how to adjust the tilt angle of
the phone when it is used on a desk.
User Guide
ShoreTel IP Phone 485g
CHAPTER
1.
Getting Started
This chapter provides an introduction to the ShoreTel IP Phone 485g. It contains the following
information:
Overview of the ShoreTel IP Phone 485g ................................................................... 9
Your Phone’s Display.......................................................................................... 10
Call Appearance Buttons and Programmable Buttons ....................................... 11
Soft Keys ............................................................................................................ 11
Your Phone’s Backlight Operation ...................................................................... 12
Reducing Glare on the Phone’s Screen ............................................................. 12
Reducing Glare on the Phone’s Screen.................................................................... 12
Assigning Your Extension to the Phone.............................................................. 12
Logging in to the Voicemail System.................................................................... 13
Unassigning Your Extension from the Phone ..................................................... 13
Operating Your Phone............................................................................................... 14
Placing Calls ....................................................................................................... 14
Answering Calls .................................................................................................. 15
Adjusting the Ring and Listening Volume ........................................................... 16
Turning off the Phone’s Ringer ........................................................................... 17
Muting a Call....................................................................................................... 17
Guide to the Icons Displayed on Your Phone............................................................ 18
Using the Directory.................................................................................................... 23
Making a Call Using Directory ............................................................................ 23
Accessing Speed Dial Numbers in the Directory ................................................ 24
Using the Intercom through Directory ................................................................. 25
Dialing a Voice Mailbox from Directory ............................................................... 25
ShoreTel IP Phone 485g
User Guide
7
1
Getting Started
Sending a Whisper Page through Directory ....................................................... 25
Using the Call History Viewer ............................................................................. 26
Using the Call History Viewer.................................................................................... 26
Viewing a List of All Calls Placed, Received, or Missed ..................................... 26
Placing a Call Using the History Viewer ............................................................. 27
Using the Intercom through the History Viewer .................................................. 27
Deleting a Call from the History Viewer .............................................................. 27
Interacting with Calls ................................................................................................. 28
Placing a Call on Hold or off Hold....................................................................... 28
Answering and Switching Among Multiple Calls................................................. 28
Diverting an Incoming Call to Voicemail or Another Number.............................. 30
Transferring a Call .............................................................................................. 30
Answering and Switching Among Multiple Calls................................................. 28
Parking and Unparking Calls .............................................................................. 31
8
User Guide
ShoreTel IP Phone 485g
Overview of the ShoreTel IP Phone 485g
Getting Started
Overview of the ShoreTel IP Phone 485g
Welcome to your ShoreTel™ IP phone!
Figure 1 provides an overview of the IP485g phone components. Figure 2 on page 10 shows the ports
on the back of the phone.
Handset with
finger rest
Display area
Programmable
call appearance buttons
Eight custom buttons with tri-color
LED indicators show active, incoming,
and on-hold calls. They can also be
configured as monitored extensions,
speed dial keys, or other functions.
Indicator LED
Flashing light alerts
you to incoming calls
and unheard voice
messages.
Speaker
Delivers high-quality,
wideband sound
Soft Keys
Context-sensitive
functions defined in
display area
Navigation key
pad and
selector button
Select options in
the interface.
Dial Pad
Microphone
Audio Control Keys
Volume button controls handset,
headset, speaker, and ring volume.
Headset, Mute, and Speaker buttons
are illuminated when functions are
active.
Function Keys
Perform core telephony
functions: Voicemail,
Directory, History,
Transfer, Conference,
and Hold.
Figure 1: ShoreTel IP Phone 485g Components
ShoreTel IP Phone 485g
User Guide
9
1
1
Getting Started
Your Phone’s Display
Handset Jack is
hearing aid compatible
USB Port
Headset Jack
Network and
Power Port
PC Port
Figure 2: Ports on the Back of the IP Phone 485g
Your Phone’s Display
The display screen on your ShoreTel IP phone shows your name and extension, call handling mode,
call appearance buttons, workgroup agent status, programmed buttons, and other information.
Figure 3 shows the elements on the phone display screen.
10
User Guide
ShoreTel IP Phone 485g
Call Appearance Buttons and Programmable Buttons
Current
call handling
mode
Workgroup Agent
status
Getting Started
Voicemail
message
indicator
Missed call
indicator
Your
extension
Call
appearance
buttons
show active,
incoming, or
held calls
Programmable
buttons provide
custom functions
such as speed
dial or extension
monitoring.
Soft keys
Context-sensitive keys let you perform actions based
on the phone’s status and the call type.
Figure 3: Elements on the Display of the IP Phone 485g
Call Appearance Buttons and Programmable Buttons
Your phone features eight call appearance buttons that show incoming, active, or held calls. These
buttons can also be programmed to speed dial a number or perform one-button call functions such as
silent monitor. For details about how you can program buttons to speed dial numbers, see Configuring
Programmable Buttons on page 34. For information about functions that your ShoreTel administrator
can configure for these programmable buttons, see Other Advanced Features on page 48.
Soft Keys
Your phone includes five soft keys whose function changes depending on the state of your phone. For
example, if your phone is idle, the soft keys let you modify settings such as your call handling mode or
phone options. If you have an active call, you can use the soft keys to do such things as hang up, park
the call, or join the call with another call to create a conference call. When the label on a soft key is
underlined with a dotted line, you can press the selector button on the navigation key pad to perform
the function identified on that soft key.
ShoreTel IP Phone 485g
User Guide
11
1
1
Getting Started
Your Phone’s Backlight Operation
Your Phone’s Backlight Operation
To save power, the backlight on your phone’s screen dims after a certain amount of time if the phone is
not in use. After hours and when the phone has not been used for a certain length of time, the phone
display goes completely dark. The length of time before the backlight dims and the after-business
hours that determine when the backlight is off are configured by your ShoreTel administrator.
The phone screen automatically returns to partial brightness at the start of business hours. At any
time, if you press a button on the phone or the phone receives an incoming call, the phone screen
returns to full brightness.
Reducing Glare on the Phone’s Screen
To reduce glare on your phone’s display screen, you can adjust the tilt angle of the stand on the back
of your phone. Detailed instructions are provided in the Quick Install Guide packaged with your phone.
Setting up Your Phone
To use all the functions of your ShoreTel IP phone, your phone needs to be assigned to you and you
need to know your password for the voicemail system. You can determine if your phone is assigned to
you as follows:

If the phone displays your name and extension, your ShoreTel administrator has already assigned
your phone to you, and you do not need to assign your extension to your phone. In this state, you
can receive calls, make calls, and check for new messages using visual voicemail.

If the phone displays “Available” and the date and time, use the procedure in Assigning Your
Extension to the Phone to assign your extension to your phone. Until your phone is assigned, you
can place internal calls by dialing a number or using the Directory, but you cannot receive calls or
use visual voicemail, and you might not be able to place external calls.

If the phone displays “Anonymous” and the date and time, this extension is assigned as the
primary phone for someone who is currently assigned to some other phone or endpoint. You can
assign your extension to the phone by following the procedure in Assigning Your Extension to the
Phone.
With the appropriate permissions (set by your ShoreTel administrator), you can log in to any ShoreTel
IP phone in the ShoreTel system to assign your extension to that phone. See Changing a Phone’s
Extension Assignment on page 22 for more information.
Assigning Your Extension to the Phone
If your phone displays “Available” or “Anonymous,” use this procedure to assign your extension to your
phone.
1. Press the Assign soft key.
12
User Guide
ShoreTel IP Phone 485g
Logging in to the Voicemail System
Getting Started
2. Enter the extension number that your ShoreTel administrator provided, and then press the Next
soft key.
3. Enter one of the following passwords:

If your ShoreTel administrator provided a password, enter it and press the OK soft key.

If your ShoreTel administrator did not provide a password, enter the default password of 1234
and press the OK soft key.
4. If prompted, enter a new password, and then press the Next soft key.
Tip
Ask your system administrator for the minimum password length.
5. Enter the new password again, and then press the OK soft key.
Your phone displays your name and extension.
Logging in to the Voicemail System
If you are a new user in the ShoreTel system, you need to log in to the voicemail system to record your
name and personal greeting. For details, see Logging in to Voicemail from Your Phone on page 57.
Unassigning Your Extension from the Phone
If you share a phone with others (for example, if you’re a mobile worker who shares an office) or if you
are using a phone temporarily for some other reason, you should unassign your extension when you
are finished using the phone. You can do this through the Unassign soft key, if your phone displays it,
or you can use the Options menu.
To unassign your extension if your phone displays the Unassign soft key:
1. Press the Unassign soft key.
2. When prompted, press the Unassign soft key again.
Depending on how the phone was configured, the phone displays Anonymous, Available, or the
name and extension of the user whose extension is typically assigned to the phone, unless that
user is currently assigned to another phone.
To unassign your extension through the Options menu:
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Unassign user option.
4. With the Unassign user option highlighted, press the Unassign soft key.
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Getting Started
Operating Your Phone
5. At the prompt, press the Unassign soft key again.
Your extension is unassigned from the phone.
Note
You can also unassign a phone by using the voicemail system. For more information, see
Assigning Your Extension to a Phone on page 62.
Operating Your Phone
This section provides an overview of the following basic phone tasks:

Placing calls

Answering calls

Sending an incoming call to voicemail

Adjusting the ring and listening volume

Turning off the phone’s ringer

Muting a call

Changing automatic off-hook preference
Placing Calls
To place a call, you can use the handset, the speakerphone, or a headset.
Using the Handset to Place a Call
1. To place a call, pick up the handset and dial a phone number.
2. To end the call, hang up the handset.
Using the Speakerphone to Place a Call
1. To place a call using the speakerphone, press the
The LED in the
button lights green, and the call is dialed.
2. To end the call, press the
The
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button and dial a phone number.
button again.
button is no longer illuminated.
ShoreTel IP Phone 485g
Answering Calls
Getting Started
Using the Headset to Place a Call
1. To place a call using the headset, press the
The LED in the
button lights green, and the call is dialed.
2. To end the call, press the
The
button and dial a phone number.
button again.
button is no longer illuminated.
Answering Calls
Ring tones, a green flashing call appearance button, and the flashing red light in the top right corner of
your phone indicate an incoming call. If the information is available, the caller’s name and number
appear in an incoming call window on your display.
To answer a call, you can use the handset, the speakerphone, or a headset. Depending on how you
set your automatic off-hook preference or how your administrator set this option in ShoreTel Director,
you can also answer a call through your speakerphone or headset using either of the following
methods:

Press the blinking green call appearance button.

If the incoming call is shown in the focus window on your phone’s display, press the Answer soft
key.
For more information about handling multiple calls, see Answering and Switching Among Multiple
Calls on page 28.
Using the Handset to Answer a Call
1. To answer a call, pick up the handset when the phone rings.
2. To end a call, hang up the handset.
Using the Speakerphone to Answer a Call
1. To answer a call, do one of the following:

Press the

If your automatic off-hook preference is configured to use the speaker, press the blinking
green call appearance button or press the Answer soft key.
The LED in the
ShoreTel IP Phone 485g
button.
button lights green.
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Getting Started
Adjusting the Ring and Listening Volume
2. To end the call, press the
The
button again.
button is no longer illuminated.
Using a Headset to Answer a Call
If you plan to use a headset to answer calls, see Changing Your Automatic Off-Hook Preference to
Headset on page 37 for instructions for how to designate your wireless or wired regular headset as
your default auto off-hook preference.
1. To answer a call using the headset, do one of the following:

If you use a wired headset, press the

If you use a wireless headset, go off-hook with your headset.

If your automatic off-hook preference is configured to use your headset, press the blinking
green call appearance button or press the Answer soft key. (If you use a wireless headset, the
phone then displays a message prompting you to press the off-hook button on your headset.)
The LED in the
button.
button lights green.
2. To end the call, do one of the following:

If you use a wired headset, press the

If you use a wireless headset, put your headset into the on-hook position.
The
button again.
button is no longer illuminated.
Adjusting the Ring and Listening Volume
To adjust the volume on your phone, use the
buttons. The volume settings for the ringer,
handset, speakerphone, and headset are independent, and you can set them as follows:
16

Adjust the volume of your phone’s ringer while the phone is on hook.

Adjust the handset listening volume while the handset is off hook.

Adjust the speakerphone volume when the

Adjust the headset listening volume when the
User Guide
button’s LED is illuminated.
button’s LED is illuminated.
ShoreTel IP Phone 485g
Turning off the Phone’s Ringer
Getting Started
Note
When using a wireless headset, if you experience audio problems, ensure that your wireless
headset is configured according to the manufacturer’s instructions. Problems that might result
from improper configuration include the following:



You cannot hear a dial tone.
The volume for you or the other party is not loud enough.
You hear a buzzing or hissing sound.
Turning off the Phone’s Ringer
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Audible ringer option.
4. To turn off the ringer, use one of the following methods:

Press the Toggle soft key to change the ringer value from On to Off.

Press the selector button on the navigation key pad to toggle between On and Off.

Use the
key on the navigation key pad to change the value from On to Off.
5. Press the Exit soft key.
Muting a Call

To mute a call so that the caller doesn’t hear you, press the
The LED on the

button is illuminated in red when the mute is active.
To unmute a call so that the caller can hear you, press
The
ShoreTel IP Phone 485g
button.
again.
button is not illuminated when the mute is not active.
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Guide to the Icons Displayed on Your Phone
Guide to the Icons Displayed on Your Phone
Your ShoreTel IP Phone 485g displays icons for phone status and features. These icons are described
in the following tables:

Title bar icons on the phone’s main screen are described in Table 1.

Call appearance button icons on the phone’s main screen are described in Table 2 on page 19.

History icons are described in Table 3 on page 21.

Presence icons displayed in the Directory are described in Table 4 on page 22.

Voicemail icons are described in Table 6 on page 54.
Table 1: Title Bar Icons on the Main Screen
Icon
Description
Call-handling mode: Standard
Call-handling mode: In a Meeting
Call-handling mode: Out of Office
Call-handling mode: Extended Absence
Call-handling mode: Custom
Missed call
Voicemail message indicator
Secure call (This icon is displayed in the call
focus window for an active call.)
Workgroup Agent logged in
Workgroup Agent logged out
Workgroup Agent wrap up
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ShoreTel IP Phone 485g
Guide to the Icons Displayed on Your Phone
Getting Started
Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns
Icon
LED Color and Blink
Pattern
Description
Orange, steady
Do not disturb
Off
Idle
Green, 1 second on/
1 second off
Incoming call
Green, steady
Dialing or off hook
Green, steady
Connected call
Red, steady
Whisper page is active
Green, steady
Connected conference call
Orange, .25 seconds on/ The call is on hold locally.
.25 seconds off
Green, steady
The call is on hold remotely.
Off
Programmed button (left)
Orange, steady
The designated extension for the programmed
button (left) has a “do not disturb” call handling
mode active.
Off
Programmed button (right)
Orange, steady
The designated extension for the programmed
button (right) has a “do not disturb” call handling
mode active.
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Guide to the Icons Displayed on Your Phone
Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns (Continued)
Icon
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LED Color and Blink
Pattern
Description
Off
Monitored extension or bridged call appearance
Orange, steady
The monitored extension has a “do not disturb”
call handling mode active.
Off
The monitored extension has unheard
voicemail messages.
Orange, steady
The monitored extension has unheard
voicemail messages and a “do not disturb” call
handling mode active.
Red, steady
The monitored extension is in a conference call.
Red, steady
The monitored extension is in a connected call.
Green .8 seconds/
orange .2 seconds
The monitored extension is in a connected call
and you picked up an incoming call for the
monitored extension.
Green .8 seconds/
orange .2 seconds/green
.1 seconds/orange .2
seconds
The monitored extension has a call on hold and
you picked up an incoming call for the
monitored extension.
Orange, .2 seconds on/
.1 seconds off/.2
seconds on/.5 seconds
off
The monitored extension is in a connected call
and has a call on hold.
Green, .2 seconds on/
.1 seconds off/
.7 seconds on/1 second
off
The monitored extension is in a connected call
and is receiving another call.
ShoreTel IP Phone 485g
Guide to the Icons Displayed on Your Phone
Getting Started
Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns (Continued)
Icon
LED Color and Blink
Pattern
Description
Orange, .5 seconds on/
.5 seconds off
The call is being recorded, and the recording
operation was initiated by pressing the
programmed button.
Red, steady
The call is being recorded, and the recording
operation was initiated through ShoreTel
Communicator and the recording mailbox is not
the user’s own mailbox.
Red, steady
Whisper page mute is active.
When whisper page is active, the non-whisper
active call can be muted (whisper page mute).
The muted call shows this icon.
Table 3: Call History Icons
Icon
Description
Inbound call
Outgoing call
Missed call
Transferred call
Icons displayed in the Directory indicate the presence or status of the person you want to call. These
presence icons are shown in Table 4. If the person or entity’s presence is unknown, no presence icon
is shown. Presence icons are also not displayed for phones in the Available or Anonymous states.
Figure 4 on page 22 shows an example of the presence icons in the Directory.
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Getting Started
Using Voicemail
Figure 4: Directory with Presence Icons
Table 4: Presence Icons in the Directory
Icon
Description
Available
The user has set a call-handling mode other than
Standard and has not configured this mode as Do
Not Disturb for incoming calls.
The user’s extension is on hold or has a call
parked on it.
Do not disturb
On a call
Using Voicemail
To access your voicemail messages, press the Voicemail button.
For complete details about voicemail, see Chapter 4, Using Voicemail on page 51.
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ShoreTel IP Phone 485g
Using the Directory
Getting Started
Using the Directory
You can use the Directory to quickly look up and dial a person’s extension. Through the Directory, you
can also access your speed dial numbers or dial a person’s voice mailbox. If you have the proper
permissions, you can contact a person through the intercom or use the whisper page. In addition, if
your ShoreTel administrator has added detailed contact information to the system, you can see
information in the Directory such as a person’s email address, alternate phone numbers, and alternate
contacts.
Making a Call Using Directory
1. Press the Directory button.
Tip
To close the directory, press the Directory button or press the Exit soft key.
2. Locate the name of the person you want to call using one of the following methods:

Use the
and
navigation keys to scroll through the directory list until the name of the
person you want to call is highlighted. (To scroll quickly, press and hold a navigation key.)

Dial the numbers that correspond with the first few letters in the person’s first or last name,
pressing a number key once for any letter on that key. For example, to find the name Smith,
dial the numbers 76484. You might need to press keys for only the first few letters of the
person’s name before the name is recognized. If the filtered list contains more than one name,
scroll through the list until the name of the person you want to call is highlighted.
Tips

You can also search by both first and last name at the same time. After entering the first two or
three digits for the first or last name, press # to enter the first two or three digits for the other
name (first or last). For example, to find the entry for Steve Williams or William Stephens dial
78#94.

To delete characters in the filter, press the Backspace soft key. Delete all the characters in the
filter to return to the full Directory list.
3. With the person’s name highlighted, dial the person’s number using one of the following methods:

Press the Dial soft key.

Press the selector button on the navigation keypad.

Press any idle call appearance button.

Pick up the handset to take the phone off hook.

Press the speaker button to take the phone off hook.

Press the headset button to take the phone off hook.
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Getting Started
Accessing Speed Dial Numbers in the Directory
Tip
If the ShoreTel administrator has enabled presence for the user, the presence icon in the Directory
indicates the current status of the person you want to call. For details about the presence icons,
see Table 4 on page 22.
Accessing Speed Dial Numbers in the Directory
If you have configured speed dial numbers in ShoreTel Communicator, you can access these numbers
through the Directory.
1. Press the Directory button.
2. Press the Speed soft key.
Your configured speed dial numbers are displayed.
3. Do one of the following:

Use the

Press the number of the entry in the speed dial list. (For example, press 2 to move to the
second entry, or press 15 to move to the 15th entry.)
and
navigation keys to scroll to the number you want to call.
4. Do one of the following:

To dial that person’s number, press the Dial soft key.

To contact that person through the intercom, press the Intercom soft key.
Note
Intercom is available only for internal extensions and only if your administrator has given you
Intercom permissions.
Finding Detailed Contact Information
1. Press the Directory button.
2. Use the
and
navigation keys to scroll to the name of the person for whom you want to find
contact information.
3. Press the Open soft key.
The person’s contact details are displayed.
4. To return to the main Directory screen, press the Back soft key.
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Using the Intercom through Directory
Getting Started
Using the Intercom through Directory
If you have the proper permissions, you can use the Intercom for internal extensions.
1. Press the Directory button.
2. Use the
and
navigation keys to scroll to the name of the person you want to use the
intercom to contact. (To scroll quickly, press and hold a navigation key.)
3. Press the Open soft key.
The person’s contact details are displayed.
4. Press the Intercom soft key.
The phone initiates an intercom connection.
Dialing a Voice Mailbox from Directory
1. Press the Directory button.
2. Use the
and
navigation keys to scroll to the name of the person whose voice mailbox you
want to call. (To scroll quickly, press and hold a navigation key.)
3. Press the Open soft key.
The person’s contact details are displayed.
4. Press the Dial VM soft key.
The phone calls the voice mailbox of the person you selected.
Sending a Whisper Page through Directory
If your ShoreTel administrator has given you the necessary permissions, you can break into an active
call to speak with someone on an internal extension without the remote caller hearing the interruption.
1. Press the Directory button.
2. Use the
and
a whisper page.
navigation keys to scroll to the name of the person to whom you want to send
3. Press the Open soft key.
The person’s contact details are displayed.
4. Press the Whisper soft key.
The phone sends a whisper page to the person you selected.
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Getting Started
Using the Call History Viewer
Using the Call History Viewer
The History viewer displays recent inbound, outbound, missed, and transferred calls, with the most
recent call listed first. Each entry in the History list displays the caller’s name or number (if available)
and the time or date of the call. If no caller ID information is available for a particular number, the
phone displays “Caller ID Unknown.”
With the History viewer, you can view all calls, or you can filter to see only incoming (From), outgoing
(To), or missed calls. You can also dial directly from the History viewer or delete calls from your call
history.
Figure 5: Call History Viewer
Viewing a List of All Calls Placed, Received, or Missed
1. Press the History button.
Tip
To close the History viewer, press the History button or the Exit soft key.
2. Use the
and
navigation keys to scroll through and review your call history. (To scroll
quickly, press and hold a navigation key.)
3. To filter the calls in your call history, do the following:
a. Press the More soft key.
b. Press the Filter soft key.
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Placing a Call Using the History Viewer
c. Use the
Getting Started
navigation key to scroll to one of the following options:

Select To to show all outbound calls.

Select From to show all inbound calls.

Select Missed to show all missed calls.
d. Press the OK soft key.
Placing a Call Using the History Viewer
1. Press the History button.
2. Use the
and
navigation keys to scroll through the History list until the name of the person
you want to call is highlighted. (To scroll quickly, press and hold a navigation key.)
3. With the name of the person you want to call highlighted, choose one of the following options to
dial the call:

Press the Dial soft key.

Press the selector button on the navigation keypad.

Press a call appearance button.

Pick up the handset to take the phone off hook.

Press the speaker button to take the phone off hook.

Press the headset button to take the phone off hook.
Using the Intercom through the History Viewer
If you have the proper permissions, you can use the Intercom for internal extensions.
1. Press the History button.
2. Use the
and
navigation keys to scroll through the History list until the person you want to
contact through the intercom is highlighted.
3. Press the Intercom soft key.
The phone initiates an intercom connection.
Deleting a Call from the History Viewer
1. Press the History button.
2. Press the More soft key.
3. Use the
and
navigation keys to scroll through the History list until the call you want to
delete is highlighted.
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Getting Started
Interacting with Calls
4. Press the Delete soft key.
The call is removed from the History viewer.
Interacting with Calls
This section describes the following ways to interact with calls:

Placing a call on hold or off hold

Answering and switching among multiple calls

Diverting an incoming call to voicemail or another number

Transferring a call

Parking and unparking calls

Picking up an incoming call for another extension
Placing a Call on Hold or off Hold

To place an active call on hold, do either of the following:

Press the active call’s green call appearance button.

If the call is in focus (displayed in a window on the phone screen), press the Hold button.
The call appearance button for the held call blinks orange, the call focus window displays an
orange border, and a timer shows the length of time the call is on hold.

To take a call off hold, do either of the following:

Press the blinking orange call appearance button.

If the call is in focus (displayed in a window on the phone screen), press the Hold button.
The call is taken off hold, and the call appearance button associated with the call illuminates in
steady green.
If your phone is on hook while a call is on hold, you hear a reminder ring in 10 seconds and then at
one-minute intervals while any call remains on hold.
Answering and Switching Among Multiple Calls
With the appropriate permissions (set by your ShoreTel administrator), you can receive up to 16
incoming calls at once. You are alerted to an incoming call with one or more of the following indicators:
28

If you receive the call while you are on another call, you hear a beep on the call.

If you have an available call appearance button, the button blinks green and you see a window
with caller ID information for the incoming call. An arrow associates the window with the call
appearance button.
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ShoreTel IP Phone 485g
Answering and Switching Among Multiple Calls

Getting Started
If all of your call appearance buttons are occupied by programmed buttons and active, incoming,
or held calls, the focus window for any additional calls displays caller ID information and identifies
the call as an “Off screen call,” and the call is not associated with a call appearance button.
Figure 6 on page 29 shows an off-screen call. When a call appearance button becomes available,
the oldest off-screen call becomes associated with the newly available call appearance button.
Figure 6: Focus Window Showing an Off-Screen Call
You can move among all on-screen and off-screen incoming, active, or held calls by pressing the
and
navigation keys to locate the call you want to answer or return to. Windows for active or
incoming calls have a green outline, and windows for held calls have an orange outline.


To answer an incoming call that is associated with a call appearance button and put the current
active call on hold, do one of the following:

Press the green blinking call appearance button for the incoming call.

Press the Answer soft key.
To answer an incoming call that is off screen and put the current active call on hold, press the
Answer soft key.
If you are unable to receive incoming calls because you have no available lines, the following happens:

If the active call-handling mode’s forwarding condition is set to No Answer/Busy, the caller is sent
to your configured Busy destination. If you have a voice mailbox, the default Busy destination is
your voice mailbox.

If the active call-handling mode’s forwarding condition is Never, the caller hears a busy tone.
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Getting Started
Diverting an Incoming Call to Voicemail or Another Number
Diverting an Incoming Call to Voicemail or Another Number
Whether your phone is idle or you are engaged in a call, you can send an incoming call to your voice
mailbox or to another number without answering it.
To send an incoming call to voicemail:

While the phone rings, do one of the following:

Press the Voicemail button.

Press the To VM soft key.

Press #.
The call is sent to your voice mailbox.
To transfer an incoming call to another number without answering the call:
1. While the phone rings, press the Transfer button.
2. Enter the number you want to transfer the call to.
The call is transferred to the designated number.
Transferring a Call
You can transfer a call in two ways:

In a blind transfer, you transfer the call without the other party first answering your call.

In a consultative transfer, you talk to the other party before completing the transfer.
Both types of transfer use a similar procedure.
To do a blind transfer:
1. While engaged in a call, press the Transfer button.
2. Dial the number you want to transfer the call to.
Tip
If you want to cancel the transfer, press the Cancel soft key or take the original call off hold.
3. Do one of the following:

Press the Transfer button.

Hang up.
The call is transferred to the designated number.
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ShoreTel IP Phone 485g
Parking and Unparking Calls
Getting Started
To do a consultative transfer:
1. While engaged in a call, press the Transfer button.
2. Dial the number you want to transfer the call to.
Tip
If you want to cancel the transfer before the other party answers the call, press the Cancel soft
key or take the original call off hold.
3. After the other party answers the call, do one of the following:

To complete the transfer, press the Yes soft key.

To cancel the transfer, press the Cancel soft key.
Parking and Unparking Calls
With the appropriate permissions (set by your ShoreTel administrator), you can park a connected call
on another extension and you can unpark that call and return it to your extension.
Note
To unpark a call, the call must be on hold on the other extension.
To park a call:
1. While the call is active, press the Park soft key.
2. Dial the extension number where you want to park the call.
The call is parked on the designated extension.
Note
If the call is not answered on the parked phone within a certain amount of time (as configured by
your ShoreTel administrator), the call returns to the original extension. The default is 60 seconds.
To unpark a call and return it to your extension:
1. Press the Unpark soft key.
2. Dial the extension number from which you want to unpark the call.
The parked call is returned to your extension.
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Picking up an Incoming Call for Another Extension
Picking up an Incoming Call for Another Extension
With the appropriate permissions (set by your ShoreTel administrator), you can pick up a call that is
ringing on another extension.
1. If you want to answer a call coming in to another phone, press the Pickup soft key.
2. Dial the extension number for which you want to pick up an incoming call.
The call is now an active call on your extension.
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ShoreTel IP Phone 485g
CHAPTER
2.
Customizing Your Phone
This chapter provides instructions for customizing your ShoreTel IP Phone 485g. It contains the
following information:
Overview of Customizing Your Phone....................................................................... 34
Configuring Programmable Buttons .......................................................................... 34
Understanding Call Handling Modes......................................................................... 35
Changing Your Active Call Handling Mode ......................................................... 36
Specifying Options for Call Handling Modes ...................................................... 36
Changing Your Automatic Off-Hook Preference to Headset ..................................... 37
Changing the Ringtone ............................................................................................. 38
Changing the Wallpaper Displayed on the Phone..................................................... 39
Changing the Time Zone of Your Phone ................................................................... 39
Enabling Simultaneous Ring ..................................................................................... 40
Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets................ 41
Modifying the Workgroup Agent State....................................................................... 41
Enabling or Disabling Simultaneous Ringing on Additional Phones ......................... 42
Moving a Call to Another Phone ............................................................................... 43
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2
Customizing Your Phone
Overview of Customizing Your Phone
Overview of Customizing Your Phone
You can customize your phone by setting a variety of user options. This section explains how to
customize the following user options using your telephone’s interface:

programmable buttons

call handling mode

ring tone

wallpaper

time zone

simultaneous ring

handsfree mode (suppressing dial tone for headset users)

workgroup agent state
You can also modify user options through ShoreTel Communicator. See the ShoreTel Communicator
documentation for more information.
Configuring Programmable Buttons
With programmable buttons, you can perform tasks with your phone by pressing just one button
instead of several. The programmable buttons on your phone can be configured through the following
methods:

If your ShoreTel administrator has granted you the necessary permissions, through your phone
you can configure programmable buttons to dial an extension or external number with one touch.

Your ShoreTel administrator can assign a variety of special functions such as call monitoring or
silent coach to your call appearance buttons to provide a fast way to perform functions by pressing
just one button instead of several.
Note
Because the features that you can configure for programmable buttons are a subset of what the
ShoreTel administrator can configure, take caution in programming a button that your administrator
has already configured for a different function. If you want to return the button to the administrator’s
configuration, you will need the administrator’s assistance.
To program buttons to dial a number:
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
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navigation key to scroll to the Program buttons option.
ShoreTel IP Phone 485g
Understanding Call Handling Modes
Customizing Your Phone
4. With the Program buttons option highlighted, press the Edit soft key.
5. Press the call appearance button that you’d like to program.
6. With the Dial number option highlighted, press the Select soft key.
7. Enter the number that you want to program the button to dial.
8. Press the Next soft key.
9. Enter the label that you want displayed next to the button for that number.
10. Press the Done soft key.
11. Repeat steps 4-10 to program another button, or press the Exit soft key.
To de-program buttons:
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Program buttons option.
4. With the Program buttons option highlighted, press the Edit soft key.
5. Press the programmed button that you want to change to a call appearance button.
6. With the Call appearance option highlighted, press the Select soft key.
7. To return to the Options menu, press the Exit soft key.
8. Press the Exit soft key.
Understanding Call Handling Modes
You can set five distinct call handling modes for your extension. These call handling modes can be
configured with “Do Not Disturb” options to forward incoming calls to another number or send them to
voicemail. Using the voicemail system, you can also record a different personal greeting for each call
handling mode.
With your phone, you can configure options for each call handling mode, such as call forwarding
destinations, number of rings, and simultaneous ring. (You can also configure these options in
ShoreTel Communicator.)
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Customizing Your Phone
Changing Your Active Call Handling Mode
The call handling modes are as follows:

Standard mode (the default) allows you to answer all incoming calls.

In a Meeting

Out of Office

Extended Absence

Custom
If you select a “Do Not Disturb” call handling mode, your phone displays the
icon for all call
appearance buttons, and the call appearance LEDs light up orange. The “Do Not Disturb” option is in
effect when you specify that calls are always to be forwarded. For more information, see Specifying
Options for Call Handling Modes.
Changing Your Active Call Handling Mode
1. Press the Mode soft key.
The call handling modes are displayed, and the active mode is indicated with a check mark.
2. To select a different call handling mode, press the
desired call handling mode.
or
navigation keys to scroll to the
3. Press the OK soft key.
The call handling mode for your phone changes to the selected mode.
Note
Pressing the Mode soft key changes the mode from “Standard” to “In a Meeting” or from any of
the other modes to “Standard” after five seconds. If you scroll through the modes, the timer is
dismissed.
Specifying Options for Call Handling Modes
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens, and the Call Handling option is highlighted.
3. With the Call Handling option highlighted, press the Edit soft key.
4. Press the
navigation key to scroll to the call handling mode for which you want to specify
options, and then press the Edit soft key.
5. Specify when to forward calls by using the Next value or Prev value soft keys or the
on the navigation key pad to highlight one of the following values:
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keys
ShoreTel IP Phone 485g
Changing Your Automatic Off-Hook Preference to Headset
Customizing Your Phone

Always means that calls received when this call handling mode is active are always forwarded
to the specified destination number. When you select Always, you can also specify the
Always destination, which is the number that you want calls forwarded to, or you can accept
the default.

No answer means that calls received when this call handling mode is active will be forwarded
to the specified destination number only when you do not answer your phone or when your
phone is unable to accept additional calls. You can also configure the following options or
accept the defaults:
When you select No answer, you can also configure the following options or accept the
defaults:


No answer destination Specify the number you want calls forwarded to when you do not
answer them.

Number of rings Specify the number of times the phone rings before the call is
forwarded.

Busy destination Specify the number to forward the call to if your extension is busy.
Never means that calls received when this call handling mode is active will never be
forwarded.
6. For the Simulring option, select On or Off depending on whether you want the phones that you
have configured through ShoreTel Communicator to ring simultaneously with your extension.
(However, if you choose to always forward calls to another number, your extension does not ring.)
7. After setting options, press the Back soft key.
The changes are saved.
8. Do one of the following:

To set the selected call handling mode as the active call handling mode, press the OK soft key.

To continue without changing the call handling mode, press the Cancel soft key.
9. Press the Exit soft key.
Changing Your Automatic Off-Hook Preference to
Headset
If you frequently use a headset with your phone, you might want to designate your headset as the
audio path that is automatically activated when you place or receive calls. The speakerphone is
the default automatic off-hook preference.
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
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Customizing Your Phone
Changing the Ringtone
The Options menu opens.
3. Press the
navigation key to scroll to the Auto off-hook option, and use one of the following
methods to select Headset:

Press the Next value soft key to highlight Headset.

Use the
key on the navigation key pad to highlight Headset.
Headset is highlighted, indicating that your headset is your automatic off-hook preference.
(The option with black letters is the active option, as shown in Figure 7 on page 38.)
4. Press the
navigation key to scroll to the Headset type option, and use one of the following
methods to select the type of headset you use:

Press the Next value soft key to toggle between Wired and Wireless.

Press the
key on the navigation key pad to select Wireless or the
key to select Wired.
The desired headset type is highlighted.
5. Press the Exit soft key.
Figure 7: Active Options Are Indicated with Black Text
Changing the Ringtone
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
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Changing the Wallpaper Displayed on the Phone
3. Press the
Customizing Your Phone
navigation key to scroll to the Ringtone option.
4. Press the Edit soft key.
5. Press the
or
navigation keys to scroll through the various ringtones available, and preview
the ringtones as follows:

To hear the selected ringtone as it would sound for internal calls, press the Preview internal
soft key.

To hear the selected ringtone as it would sound for external calls, press the Preview external
soft key.
6. When you have identified the ringtone that you want to use, highlight it and press the OK soft key.
7. Press the Exit soft key.
Changing the Wallpaper Displayed on the Phone
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Wallpaper option.
4. Press the Edit soft key.
5. Press the
or
navigation keys to scroll through the various wallpaper images, and view the
preview image on the right side of the screen.
6. When you have identified the wallpaper image you want to use, highlight it and press the OK soft
key.
7. Press the Exit soft key.
The wallpaper image you selected is displayed as the background on your phone screen.
Changing the Time Zone of Your Phone
By default, your phone uses the time zone specified by the voice switch that controls it. You can
override the default time zone to specify another time zone.
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
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Customizing Your Phone
3. Press the
Enabling Simultaneous Ring
navigation key to scroll to the Time zone option.
4. Press the Edit soft key.
5. Press the
navigation key to scroll through the various time zones, and highlight the time zone
you want to use for your phone.
Note
The current time zone is indicated with a check mark.
6. Press the OK soft key.
7. Press the Exit soft key.
The time displayed on your phone screen matches the selected time zone.
To change the phone back to the default time zone:
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Time zone option.
4. Press the Reset soft key.
5. Press the Exit soft key.
The time displayed on your phone screen matches the default time zone.
Enabling Simultaneous Ring
If your ShoreTel administrator has configured simultaneous ring capability for your phone, you can
designate up to two other phones to ring simultaneously when your phone rings. This is useful if you
are away from the office and want any calls to your extension to also ring a mobile or other phone
number.
For details on how to enable simultaneous ring, see Specifying Options for Call Handling Modes on
page 36.
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Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets
Customizing Your Phone
Enabling Handsfree Mode to Suppress Dial Tone for
Off-Hook Headsets
If you frequently use a headset, you might want to enable the Handsfree Mode so that you do not hear
the dial tone when you go off hook with your wired or wireless headset.
Note
Even with Handsfree Mode enabled, if you have unheard voicemail messages you hear a short stutter
tone.
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Handsfree mode option.
4. To enable handsfree mode, use one of the following methods:

Press the Toggle soft key to toggle the ringer value between Off to On.

Press the selector button on the navigation key pad to toggle between On and Off.

On the navigation key pad, press the
key to select On or the
key to select Off.
5. Press the Exit soft key.
Modifying the Workgroup Agent State
If you have at least a Workgroup Agent Access License and you are a member of a workgroup, you
can configure whether your workgroup agent is logged in or logged out by using your phone. If you are
a workgroup supervisor or an operator, you can also specify Wrap Up mode from your phone.
1. Press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the
navigation key to scroll to the Agent state menu, which indicates your current agent
state with a check mark.
4. Press the Edit soft key.
5. Press the
follows:

navigation key to highlight the workgroup agent state that you want to change to, as
To log in, highlight Login and press the OK soft key.
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Customizing Your Phone
Enabling or Disabling Simultaneous Ringing on Additional Phones

To log out, highlight Logout and press the OK soft key.

If you are a workgroup supervisor or operator and you want some time to wrap up a previous
call, highlight Wrap up and press the OK soft key.

If you are finished wrapping up the previous call, highlight UnWrap and press the OK soft key.
6. Press the Exit soft key.
Enabling or Disabling Simultaneous Ringing on
Additional Phones
If you want additional phones (such as your cell phone, your home phone, or another external number)
to ring simultaneously with your assigned extension, you can configure the additional phones using
ShoreTel Communicator, or your ShoreTel administrator can configure this capability for you.
After these additional phones are configured, you can enable or disable simultaneous ringing for these
phones by using soft keys on your phone.

To enable simultaneous ringing for your additional phones, do one of the following:

Press the

soft key.
Use the Options menu, as follows:
1. Press the Options soft key
2. Enter your voicemail password, and press the OK soft key.
3. Scroll down to the Additional phone option.
4. With the Additional phone option highlighted, press the Toggle soft key to enable
additional phones.
5. Press the Exit soft key.

To disable simultaneous ringing for your additional phones, do one of the following:

Press the

soft key.
Use the Options menu, as follows:
1. Press the Options soft key
2. Enter your voicemail password, and press the OK soft key.
3. Scroll down to the Additional phone option.
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Moving a Call to Another Phone
Customizing Your Phone
4. With the Additional phone option highlighted, press the Toggle soft key to disable
additional phones.
5. Press the Exit soft key.
Moving a Call to Another Phone
If your phone is configured to ring simultaneously with additional phones (such as your cell phone,
your home phone, or another external number), you can easily move active calls from your assigned
extension to one of these phones, as long as your additional phones are enabled. For example, if you
are participating in a conference call, you can move the call from your desk phone to your cell phone
and leave the office, without disrupting the conference call.
After a simultaneous ringing call is established, you can move the call back and forth between the
simultaneous ringing devices.

To move an in-progress call from your desk phone to an additional phone, press the Move soft key
on your desk phone.
The additional phones ring, and the call is moved when you answer one of the additional phones.

To move an in-progress call from an additional phone to your desk phone, press the Move soft key
on your desk phone.
The call is moved to your desk phone without ringing.
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Customizing Your Phone
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Moving a Call to Another Phone
ShoreTel IP Phone 485g
CHAPTER
3.
Using Advanced Features
This chapter provides instructions for using the advanced features of the ShoreTel IP Phone 485g. It
contains the following information:
Making a Conference Call......................................................................................... 46
Using the Join Feature to Conference Active Calls................................................... 47
Using the Intercom .................................................................................................... 47
Paging ....................................................................................................................... 48
Other Advanced Features ......................................................................................... 48
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Using Advanced Features
Making a Conference Call
Making a Conference Call
A conference call involves more than two parties connected in a call. The number of people you can
conference together in a call using your Conference button depends on your system configuration.
Contact your ShoreTel administrator for the details about your system’s conference capabilities.
You can set up a conference call using either of the following approaches:

In a blind conference call, you conference the people together without the other person first
answering your call.

In a consultative conference call, you talk to the person before adding that person to the
conference call.
To make a conference call:
1. Dial the extension of the first person you would like to include in the conference call, and consult
with that person.
2. Press the Conference button.
The call is put on hold.
Tip
Press the Cancel soft key or the Hold button if you want to cancel the conference.
3. Dial the extension of the next person you would like to add to the conference call.
4. Optionally, after dialing the extension, you can quickly do one of the following:

Press the Conference soft key to initiate a blind conference call.

Press the Consult soft key or wait until the timeout ends to initiate a consultative conference.

If you have the necessary permissions, press the Intercom soft key to connect with the other
party through the intercom.
5. Do one of the following:

While the phone rings, proceed to the next step.

Wait for the person to answer, and consult with the person if necessary.
6. If you’ve initiated a consultative or Intercom conference, when prompted press the Yes soft key to
proceed with the conference.
A three-way conference call is established. Your phone displays the number of other participants
included in the conference call.
7. Repeat steps 1-6 for each additional person you want to include in the conference call.
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Using the Join Feature to Conference Active Calls
Using Advanced Features
Tip
If you want to see the names of the people included in the conference call, press the Show soft
key. While showing conference participants, to drop a party from the conference call, use the
or
navigation keys to scroll to that person’s name within this list. With the name highlighted,
press the Drop soft key. To return to the conference screen, press the Back soft key.
Using the Join Feature to Conference Active Calls
When you are engaged in an active call or a conference call, you can add another incoming or held
call to your conference call through the Join feature.

To add the call to an existing call or conference call, press the Join soft key.

If there is only one other call on the phone, the new call is automatically added to the held call
or conference call.

If more than one other call is on hold, the phone displays a list of calls you can join the active
call to. Use the navigation key pad to scroll to the call you want to join, and press the Join soft
key.

If the call in focus is a held call, when you press the Join soft key it joins the held call to the
active call.
Using the Intercom
The Intercom function allows you to connect with another party without ringing the party through a call
line. To use this feature, you and the other party must use ShoreTel IP phones and have the necessary
permissions enabled by your ShoreTel administrator.
The intercom functionality is also available as a soft key through the Directory, the History viewer, and
the conferencing feature. Your ShoreTel administrator can also configure the Intercom as a
programmed button.
To use the intercom to contact another party:
1. Lift the handset.
2. Dial * 15 followed by the extension number of the person you want to contact.
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Using Advanced Features
Paging
Paging
If your phone and other phones at your site are configured for paging, you can speak a message to be
heard on a connected speaker, usually overhead. Or you can use group paging to simultaneously
page all of the phones included in a list of extensions.
To use either type of paging function, your ShoreTel administrator must give you access.
To send a page:
1. Dial the number your ShoreTel administrator provided and wait for the confirmation tone, and then
begin speaking into the handset.
2. Hang up when you are finished.
Note
If you hear an error tone when you try to page, paging might not be configured at your site or you
might not have the necessary permissions to use paging. Contact your ShoreTel administrator for
assistance.
Other Advanced Features
Your ShoreTel administrator can assign a variety of features and permissions to you that you can
access through the programmable buttons on your phone. Some of these features are also available
through star codes.
Table 5 on page 49 describes these advanced features. These features are available only if your
ShoreTel administrator has configured your user profile with the necessary permissions.
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Other Advanced Features
Using Advanced Features
Table 5: Advanced Features
Feature Name
Star Code
Description
Barge In
Dial *16 plus the
extension that is
involved in the active
call you want to join.
You can join an in-progress call (“barge in”) as a
conferenced participant. This feature is useful for
operators, executive assistants, trainers, and
workgroup supervisors.
Included in this feature are some visual cues such
as LED colors and a subset of simple icons that
allow you to monitor the extension to a limited
extent.
Bridged Call
Appearance/Shared
Call Appearance
You can see call activity and interact with calls for
another extension. This bridged information, which
provides more detailed information than the Monitor
Extension functionality, offers faster call handling
between users. The call appearance button
assigned to the targeted extension displays various
icons and LED colors and blink patterns according to
the type of call.
Dial Mailbox
You can call another person’s voice mailbox directly
without ringing their phone.
Intercom
Dial *15 plus the
extension of the person
you want to contact
through the intercom.
You can use a programmed button to connect to
another user.
Monitor Extension
You can monitor the extension of another user so
that you can help manage calls for that extension.
The call appearance button assigned to the targeted
extension displays various icons and LED colors and
blink patterns according to the type of call. You might
also be able to use the monitored extension button
to quickly dial that extension, depending on how
your ShoreTel administrator has configured the
button.
Page
You can access the overhead paging extension at
your site.
Park
Dial *11 plus the
extension where you
want to park a call.
You can park a call on another extension.
Pickup
Dial *13 plus the
extension from which
you want to pick up an
incoming call.
You can pick up an incoming call for another
extension.
Pickup Night Bell
Dial *14 plus the
extension
You can pick up a call from an extension that rings
on an overhead speaker. This feature can be
convenient for off-hours when a caller needs to
speak with anyone at a site.
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Using Advanced Features
Other Advanced Features
Table 5: Advanced Features (Continued)
Feature Name
Description
Record Call
You can record an active external call on your
extension by pressing a programmed button.
Record Extension
You can record an active external call on another
person’s extension. This feature is useful for users
such as workgroup supervisors.
Silent Coach
Dial *22 plus the
extension of the person
you want to coach.
You can listen to and coach someone during a call
without the outside party hearing.
Silent Monitor
Dial *17 plus the
extension you want to
monitor.
You can silently monitor a call on another extension.
You are added to the existing call without being
heard or seen by any party. This feature is useful for
users such as workgroup supervisors.
Included in this feature are some visual cues such
as LED colors and a subset of simple icons that
allow you to monitor the extension to a limited
extent.
Unpark
Dial *12 plus the
extension where you
want to unpark a call.
You can unpark a call that is parked or on hold on
another extension.
Whisper Page
Dial *19 plus the
extension of the person
you want to speak to.
You can enter a call on another extension and speak
to the person without the other party hearing. The
person can speak back to you privately through the
whisper page mute feature.
Whisper Page Mute
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User Guide
If you receive a whisper page, you can speak
privately to the person who is speaking to you
through the whisper page.
ShoreTel IP Phone 485g
CHAPTER
4.
Using Voicemail
This chapter provides information about using visual voicemail on your phone or the voicemail system.
It contains the following information:
Voicemail Overview................................................................................................... 53
Using Visual Voicemail.............................................................................................. 53
Interacting with Messages in Visual Voicemail ................................................... 54
Viewing Saved Messages in Visual Voicemail.................................................... 55
Deleting Messages in Visual Voicemail .............................................................. 56
Logging in to the Voicemail System .......................................................................... 57
Logging in to Voicemail from Your Phone........................................................... 57
Logging in to Voicemail from Another Extension ................................................ 57
Logging in to Voicemail from an External Phone ................................................ 58
Interacting with New Messages in the Voicemail System ......................................... 58
Using Shortcut Keys ........................................................................................... 58
Listening to, Replaying, Saving, and Deleting Messages................................... 58
Forwarding a Message ....................................................................................... 58
Replying to a Message ....................................................................................... 59
Listening to Saved Messages ................................................................................... 59
Sending Messages from Voicemail ........................................................................... 59
Leaving a Message and Using Message Options..................................................... 60
Using Mailbox Options .............................................................................................. 61
Recording Your Name ........................................................................................ 61
Recording a Personal Greeting .......................................................................... 61
Setting Your Password ....................................................................................... 62
Assigning Your Extension to a Phone................................................................. 62
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Changing Your Call Handling Mode.................................................................... 63
Enabling or Disabling Envelope Information....................................................... 63
Listening to Your Deleted Messages .................................................................. 63
Removing Deleted Messages............................................................................. 64
Enabling or Disabling Automated Call Handling in Outlook................................ 64
Listening to Your Deleted Messages .................................................................. 63
Removing Deleted Messages............................................................................. 64
Enabling or Disabling Automated Call Handling in Outlook................................ 64
Enabling or Disabling a Notification Profile......................................................... 64
Changing the Workgroup Agent State ................................................................ 64
Enabling or Disabling Find Me Forwarding......................................................... 65
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Voicemail Overview
Using Voicemail
Voicemail Overview
A blinking red light in the upper right corner of your phone and the
icon at the top of your phone’s
display screen indicate that you have unheard voicemail messages. With the ShoreTel IP Phone 485g,
you an access your voicemail messages using either of the following methods:

Visual voicemail, available using your phone’s interface, lets you see details about your messages
and listen to messages in any order you choose. To interact with your voice messages, you use
soft keys on the phone, rather than relying on audio prompts as you would in traditional voicemail.

The ShoreTel voicemail system, which you access by dialing into the system, provides traditional
voicemail that you navigate through a series of audio prompts.
This chapter describes both methods of accessing voicemail.
Using Visual Voicemail
With visual voicemail, you can access and interact with messages through the display on your phone.
At a glance, you can see the following information about the messages in your voice mailbox:

The name and phone number of the person who left the message

The date or time of the message

Whether the message is a broadcast message and whether it is marked urgent, private, or return
receipt requested
The most recent message is listed first.
The number at the top of your phone’s main display and the top of your voicemail inbox indicates the
number of unheard messages.
In your visual voicemail inbox, the number at the top indicates the number of messages in your inbox.
Unheard messages are displayed in black text. Messages that you have already listened to are
displayed in gray text.
As you listen to a message, a progress indicator shows your current point in the message. At any
point, you can pause, skip back, or skip forward.
Table 6 describes the icons displayed in visual voicemail.
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Using Voicemail
Interacting with Messages in Visual Voicemail
Table 6: Voicemail Icons
Icon
Description
Voicemail message
Urgent voicemail message (applies to any type of
voicemail message)
Broadcast voicemail message
Broadcast voicemail message with return receipt
requested
Private broadcast voicemail message
Private broadcast voicemail message with return
receipt requested
Private voicemail message
Private voicemail message with return receipt
requested
Voicemail message with return receipt
Interacting with Messages in Visual Voicemail
1. Press the Voicemail button.
2. At the prompt, enter your voicemail password.
Your voicemail inbox is displayed.
3. Press the
and
navigation keys to scroll through your messages until you locate the
message you want to interact with.
4. Do one of the following to listen to your messages. (You will not hear dial tone.)

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If you want to listen to your messages with the handset, pick up the handset.
ShoreTel IP Phone 485g
Viewing Saved Messages in Visual Voicemail
Using Voicemail

If you want to listen to your messages through your headset, press the
wireless headset, take your headset off hook.)
button. (For

If you want to listen to your messages through the speakerphone, you do not have to do
anything. By default, messages are played over the speaker phone.
5. Choose one of the following actions:

To play the message, press the Play soft key. While the message is playing, you can do any of
the following:

To pause while listening to the message, press the Pause soft key.

To rewind the message a few seconds, press the Skip Back soft key.

To move a few seconds ahead in the message, press the Skip Fwd soft key.

To stop playing the message, press the Stop soft key.
Note
If your ShoreTel system is configured to notify you that new or saved messages will be
deleted after a certain number of days, you receive this type of notification as a message in
your visual voicemail inbox. The notification appears as a message from yourself. When you
select the message, the notification is displayed as a warning in a pop-up message on the
phone rather than played as an audio file. After you view the pop-up message, you can delete
the message by pressing the Delete soft key.

To delete the message, press the Delete soft key.

To call the person who left the message, press the Call back soft key.

To save the message, press the More soft key and then press the Save soft key.

To see details about the person who sent the message, press the More soft key and then
press the Open soft key.
6. When you’re finished, press the Exit soft key.
Viewing Saved Messages in Visual Voicemail
1. Press the Voicemail button.
2. At the prompt, enter your voicemail password.
Your voicemail inbox is displayed.
3. Press the More soft key.
4. Press the Show saved soft key.
Your saved messages are displayed.
5. Press the
and
navigation keys to scroll through your saved messages until you locate the
message you want to interact with.
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Using Voicemail
Deleting Messages in Visual Voicemail
6. With a saved message in focus, you can take one of the following actions:

To see details about the person who sent the message, press the Open soft key.

To delete the message, press the Delete soft key.

To play the message, press the More soft key, press the More soft key again, and then press
the Play soft key.

To call the person who left the message, press the More soft key, press the More soft key
again, and then press the Call Back soft key.

To move the message to your voicemail inbox, press the More soft key, press the More soft
key again, and then press the To inbox soft key.
7. When you’re finished, press the Exit soft key.
Deleting Messages in Visual Voicemail
1. Press the Voicemail button.
2. At the prompt, enter your voicemail password.
Your voicemail inbox is displayed.
3. Do one of the following:

To delete messages from your Inbox, press the
and
navigation keys to scroll through
your messages until you locate the message you want to delete.

To delete saved messages, do the following:
1. Press the More soft key.
2. Press the Show saved soft key.
Your saved messages are displayed.
3. Press the
and
navigation keys to scroll through your saved messages until you
locate the message you want to delete.
4. With the message highlighted, press the Delete soft key.
The message is deleted.
5. For each message that you want to delete, repeat steps 3-4.
6. When you’re finished deleting messages, press the Exit soft key.
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Using the Voicemail System
Using Voicemail
Using the Voicemail System
The ShoreTel voicemail system provides a method to listen to and manage your voicemail messages
by following audio prompts.
Logging in to the Voicemail System
A steadily flashing red light in the upper right corner of your phone indicates that you have unheard
messages. To hear your messages using the voicemail system, you must first log in to the voicemail
system.
You can also log in to the voicemail system from another extension or from an external phone.
Logging in to Voicemail from Your Phone
1. Do one of the following:

Press #.

Press the Voicemail button, and then press the Call VM soft key.
Your phone dials the ShoreTel voicemail system.
2. At the audio prompt, enter your password, and then press #.
Note
The first time you log into the voicemail system, you are prompted to record your name.
Logging in to Voicemail from Another Extension
You can log in to the voicemail system from another extension in your ShoreTel system, whether it is
an IP phone or an analog phone.
1. Do one of the following:

Press # while the phone is on hook.

Press # while the phone off hook with dial tone.

Press the Voicemail button. (On a ShoreTel IP Phone 480, 480g, or 485g, you must also
press the Call VM soft key.)
2. At the password prompt, press # and then enter your extension.
Note
If you are using a phone that is in an “Available” or “Anonymous” state, the initial prompt directs
you to enter your extension rather than a password, so you do not have to press # before entering
your extension.
3. Enter your password, and then press #.
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Interacting with New Messages in the Voicemail System
Logging in to Voicemail from an External Phone
1. Dial the voicemail access number provided by your ShoreTel administrator.
2. At the prompt, press # and then dial your extension.
3. Enter your password, and then press #.
Interacting with New Messages in the Voicemail System
This section describes shortcuts and common tasks for handling messages in the voicemail system.
Using Shortcut Keys
You can press the following keys to while listening to messages:

To hear envelope information (time and date sent, user’s name) for a message, press 6.

To rewind to several seconds earlier in a message, press 7.

To pause a message, press 8.

To fast forward to several seconds later in a message, press 9.

To continue to the next message, press #.

To hear additional options, press 0.
Listening to, Replaying, Saving, and Deleting Messages
1. Log in to voicemail.
2. To listen to new messages, press 1.
3. As you listen to each message, you can do one of the following:

To replay a message, press 1.

To save a message, press 2.

To delete a message, press 3.
Forwarding a Message
1. Log in to voicemail.
2. To listen to new messages, press 1.
3. After listening to the message you want to forward, press 4.
4. Record a prefacing remark, and then do one of the following:
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
If you are satisfied with the prefacing remark, press #.

To review the prefacing remark, press 1.

To rerecord the prefacing remark, press 2.

To cancel the recording, press *.
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Listening to Saved Messages
Using Voicemail
Tip
After addressing a message, you can press 1 to mark it urgent.
Replying to a Message
1. Log in to voicemail.
2. To listen to new messages, press 1.
3. After listening to the message you want to reply to, press 5.
4. Choose one of the following options:

To reply with a voice message, press 1.

To reply with a call back, press 2.

To reply to all with a voice message, press 3.

To return to the previous menu, press *.
Listening to Saved Messages
1. Log in to voicemail.
2. From the voicemail Main Menu, press 3.
To interact with saved messages, press any one of the options (except for option 2) described in
Interacting with New Messages in the Voicemail System on page 58.
Sending Messages from Voicemail
1. Log in to voicemail.
2. From the voicemail Main Menu, press 2.
3. Record the message and select one of the following options:

To cancel the message recording, press *.

To finish recording, press #.

To review the message, press 1.

To rerecord the message, press 2.
4. After you are satisfied with your recording, press # to finish recording.
5. At the prompt, enter the recipient’s extension.
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Leaving a Message and Using Message Options
6. To choose additional addressing options, press 0 and select any of the following options:

To look up a recipient by name in the directory, press 1.

To send a personal distribution list, press 2.

To broadcast to all extensions, press 3.

To cancel addressing options, press *.
7. After the message is addressed, select any of the following options:

To mark or unmark a message as urgent, press 1.

To request a return receipt, press 2.

To send the message, press #.
Leaving a Message and Using Message Options
When the recipient of your call does not answer and has not opted to automatically forward calls, you
can leave a message when prompted.
1. Enter one of the following options while listening to the mailbox greeting:

To bypass the greeting and leave a message, press #.

To transfer to an assistant, press 0.

To return to the auto-attendant, press 9.

To forward your call to the recipient’s Find Me destination (an optional number where calls can
be forwarded), press 1. If a Find Me destination is not enabled, the system plays a tone and
then immediately records your message.
2. After recording the message, choose one of the following options:
60

Hang up to send the message.

To access message options, press # and select one of the following message options:

To send the message, press #.

To cancel the message, press *.

To review the message, press 1.

To rerecord the message, press 2.

To mark or unmark the message as urgent, press 3.

To mark or unmark the message as private, press 4.

To transfer to the auto-attendant, press 9.

To transfer to the assistant, press 0.

To rerecord the message, press *.

To send the message and transfer to an assistant, press 0.

To send the message and transfer to the auto-attendant, press 9.

To send the message and forward it to the recipient’s Find Me destination (if enabled), press 1.
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Using Mailbox Options
Using Voicemail
Using Mailbox Options
The Mailbox Options submenu in the voicemail system lets you handle the following tasks:

record your name

record a personal greeting

set your password

assign your extension to a phone

change your call handling mode

enable or disable envelope information

listen to deleted messages

remove deleted messages

enable or disable Outlook-automated call handling

enable or disable email delivery

change the agent state

enable or disable Find Me forwarding
Recording Your Name
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 6.
4. Record your name, and then press #.
5. Choose one of the following options:

To accept your name recording, press #.

To review your name recording, press 1.

To rerecord your name, press 2.

To delete this recording, press 3.

To cancel, press *.
Recording a Personal Greeting
1. Log in to voicemail.
2. Press 7 to access mailbox options.
3. Press 1 to record a personal greeting.
Note
The personal greeting is linked to the active call handling mode.
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Using Mailbox Options
4. Record your personal greeting for the currently active mode at the tone and press #, then select
from the following options:

To accept the personal greeting, press #.

To review the personal greeting, press 1.

To rerecord the personal greeting, press 2.

To cancel the recording, press *.
Setting Your Password
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 4.
4. Enter your new password, and press #.
5. Do one of the following:

To confirm your new password, enter your new password again, and then press #.

To cancel the new password, press *.
Assigning Your Extension to a Phone
With the appropriate permissions (set by your ShoreTel administrator), you can assign your extension
to any system phone. This feature is helpful if you are using someone else’s office and phone
temporarily.
Depending on how your phone was configured, you can also use your phone or ShoreTel
Communicator to assign or unassign an extension.
Note
If you assign your extension to a phone that is normally occupied by another user, calls to the
original user’s extension are forwarded to the destination that user has defined for the active call
handling mode.
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 3.
4. Choose one of the following options:
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
Press 1 to assign the extension.

Press 2 to unassign the extension. (The phone reverts to the extension originally assigned to
it.)
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Using Mailbox Options
Using Voicemail
Changing Your Call Handling Mode
Call handling modes lets you specify your status and determine how inbound calls are handled. You
can record distinct greetings and specify different call forwarding options for each mode.
To change your call handling mode:
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 2 to set a call handling mode.
4. Choose one of the following call handling modes or other options:

For Standard mode, press 1.

For In a Meeting mode, press 2.

For Out of Office mode, press 3.

For Extended Absence Mode, press 4.

For Custom mode, press 5.

For enabling or disabling calling additional phones (configured by your ShoreTel
administrator), press 6.

To cancel, press *.
The call handling mode stays in effect until you change it. However, if Outlook automated call handling
is active, Outlook modifies your call handling mode based on your status.
Enabling or Disabling Envelope Information
A message’s envelope information includes the date and time of your message’s delivery and your
name. By default, envelope information is disabled.
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 5 to toggle between disabling and enabling envelope information.
Listening to Your Deleted Messages
As a safeguard against accidental deletion of messages, the voicemail system retains deleted
messages for a few hours.
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 7 to listen to deleted messages.
The voicemail system plays all deleted messages that are still available to the system. You can
manage these messages as if they were new messages.
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Using Mailbox Options
4. Press 2 to restore the deleted message and save it.
Removing Deleted Messages
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 8 to remove deleted messages.
4. Press one of the following options:

To confirm removal of deleted messages, press 1.

To cancel removal of deleted messages, press *.
Enabling or Disabling Automated Call Handling in Outlook
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 9.
4. To enable or disable Outlook automated call handling, press 1.
Enabling or Disabling a Notification Profile
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 9.
4. Press 2.
5. Choose one of the following options:

Enter the number of the new notification profile.

To cancel, press #.
Changing the Workgroup Agent State
You can change the workgroup agent state directly from your phone or through the voicemail system.
If a workgroup agent state is active on your phone, your phone displays an icon to indicate which state
is currently active. For the workgroup agent state icons and descriptions, see Table 1 on page 18.
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 9.
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Using Mailbox Options
Using Voicemail
4. Press 3.
5. Chose one of the following options:

To log in and assign your extension, press 1.

To log out, press 2.
Enabling or Disabling Find Me Forwarding
When Find Me forwarding is enabled, calls sent to voicemail are routed to your Find Me forwarding
destination if the caller presses 1 while listening to your voicemail greeting.
You can enable or disable the Find Me forwarding option for the call handling mode that is currently
active. However, you hear the option to enable or disable Find Me forwarding only if it is configured in
one of the following ways:

Your ShoreTel administrator enabled the Find Me option for you, and you configured a Find Me
destination in ShoreTel Communicator.

You used ShoreTel Communicator to enable the Find Me option and to configure a Find Me
destination.
To enable or disable Find Me forwarding:
1. Log in to voicemail.
2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 9.
4. Press 5.
5. Chose one of the following options:

To enable Find Me forwarding, press 1.

To disable Find Me forwarding, press 2.
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CHAPTER
5.
Troubleshooting
This chapter provides information to help you diagnose and address problems with your phone. It
contains the following information:
Problems and Solutions ............................................................................................ 68
Viewing Phone Information ....................................................................................... 69
Rebooting Your Phone .............................................................................................. 69
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Troubleshooting
Problems and Solutions
Problems and Solutions
Table 7 shows common problems and solutions.
Table 7: Troubleshooting
Problem
Solution
When your callers try to leave a
message, they are notified that your
mailbox has exceeded its limit and is
unable to accept new messages.
Your mailbox is full. You must delete
messages you no longer need.
Your phone’s display shows “No
Service.”
Your phone is temporarily inoperable.
Contact your system administrator.
Your phone’s display is blank.
Try the following solutions:

Your phone might be in power-saving
mode. Go off hook or press any key to
bring the phone screen back to full
brightness.

The phone might not be connected to a
working power source. Contact your
system administrator.
You hear no dial tone when you take
the handset off hook, but you hear a
dial tone when using either the
speaker or a headset.
The handset cable must be plugged firmly
into place on both the phone base and the
handset. To ensure a tight connection,
unplug and reconnect the cable at both
points, clicking the jack firmly into place.
Take the handset off hook and listen for a
dial tone.
The phone displays the message
“Service unavailable at this time”
when you try to dial a call from the
keypad, visual voicemail, Directory, or
History.
The phone is out of service because of a
switch issue or because an administrator
has put it out of service. When a phone is in
this state, you can access visual voicemail,
Directory, and History, but you cannot make
calls from the phone.
Note
The mailbox warning is triggered when there is space for only 10 additional messages in your voice
mailbox. As your voice mailbox approaches its limit, a warning message is played indicating that there
is enough space for only “n” number of messages, where “n” is a countdown from 10 to 0. This
message is played each time you log into the voicemail system until you delete enough messages to
reduce the number of messages below the threshold.
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Viewing Phone Information
Troubleshooting
Viewing Phone Information
You can view information about your phone, such as its IP address, subnet mask, version, and MAC
address.
1. With the phone on hook, press the
button.
The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the
handset.
2. Dial 4636 (the digits that correspond with I-N-F-O), and then press #.
The Admin options menu opens.
3. Use the
and
navigation keys to scroll through the Admin options menu, and press the
Open soft key to open any item and see more details.
Rebooting Your Phone
1. With the phone on hook, press the
button.
The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the
handset.
2. Dial 73738 (the digits that correspond with R-E-S-E-T), and then press #.
3. Select one of the following options:

To reboot your phone, press the Reset soft key.
Your phone reboots.

To cancel the reboot, press the Exit soft key.
The reboot process is cancelled, and your phone returns to normal operation.
Tip
While it is also possible to reboot your phone by unplugging the Ethernet cable from the back of
your phone and plugging it in again, the preferred method is the one described in this procedure
because it maintains the PC connection.
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