ShoreTel IP480 480G

ShoreTel IP Phone 480/480g
User Guide
December 2016
Legal Notices
Document and Software Copyrights

Copyright © 1998-2016 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, ShoreTel Connect, ShoreTel Connect ONSITE, ShoreTel Connect CLOUD, and
ShoreTel Connect HYBRID 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 480/480g is covered by patents as listed at http://www.shoretel.com/.
Version Information
ShoreTel IP Phone 480/480g User Guide
Document Part Number: 800-1761-02
Date: December 2016
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 480/480g User Guide 2

Table of Contents
Before You Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Chapter 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Overview of the ShoreTel IP Phone 480/480g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Your Phone’s Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Call Appearance Buttons and Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Soft Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Your Phone’s Backlight Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Adjusting the Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Reducing Glare on the Phone’s Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Setting up Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Assigning Your Extension or Phone Number to the Phone . . . . . . . . . . . . . . . . . . . . . . . . 12
Registering a Phone in a ShoreTel Connect CLOUD System . . . . . . . . . . . . . . . . . . . . . 13
Logging in to the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Unassigning Your Extension from the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Getting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Operating Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Adjusting the Ring and Listening Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
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
Finding Detailed Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using the Intercom through Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Dialing a Voice Mailbox from Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Sending a Whisper Page through Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using the Call History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Viewing a List of All Calls Placed, Received, or Missed . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Placing a Call Using the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using the Intercom through the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Table of Contents
Deleting a Call from the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Interacting with Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Placing a Call on Hold or off Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Answering and Switching Among Multiple Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Diverting an Incoming Call to Voicemail or Another Number . . . . . . . . . . . . . . . . . . . . . . 29
Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Parking and Unparking Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Picking up an Incoming Call for Another Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Chapter 2 Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Overview of Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Configuring Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Understanding Availability States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Changing Your Active Availability State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Specifying Options for Availability States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Changing Your Automatic Off-Hook Preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Selecting a Headset Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Changing the Ringtone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Changing the Time Zone of Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Customizing the Phone’s Audio Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Enabling Hearing Aid Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Enabling Simultaneous Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets . . . . . . . . . . . . . . . 40
Modifying the Workgroup Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Enabling or Disabling Simultaneous Ringing on Additional Phones . . . . . . . . . . . . . . . . . . . . 42
Moving a Call to Another Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Chapter 3 Using Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Making a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using the Merge Feature to Conference Active Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using the Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Other Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Chapter 4 Using Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Voicemail Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Using Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Interacting with Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Composing Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Replying to Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Forwarding Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Viewing Saved Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Deleting Messages in Visual Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Using the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Logging in to the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Interacting with New Messages in the Voicemail System . . . . . . . . . . . . . . . . . . . . . . . . . 60
Listening to Saved Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Sending Messages from Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Table of Contents
Leaving a Message and Using Message Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Using Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Chapter 5 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Problems and Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Viewing Phone Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Rebooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Before You Start
The following sections provide an overview of this book:
About This Book.......................................................................................................... 5

Organization ......................................................................................................... 5
Conventions.......................................................................................................... 5
Related Documents .............................................................................................. 5

Before You Start About This Book
About This Book

This book is intended for those who use the ShoreTel IP Phone 480/480g in a ShoreTel Connect
CLOUD or ShoreTel Connect ONSITE system. It describes the phone’s features and how to use them.
Organization
This document is divided into the following chapters:
 Chapter 1, Getting Started on page 6, 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 32, explains how to customize your phone through
features such as availability states and ring tones.
 Chapter 3, Using Advanced Features on page 44, describes how to use the phone to perform
advanced tasks, such as making conference calls.
 Chapter 4, Using Voicemail on page 50, 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 68, 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:
 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. For international audiences, the Safe Installation Guide
provides the same information through illustrations.
 IP480/480g/485g Wall Mount Safe Installation Guide describes how to mount the phone on a wall.
400-Series IP Phone Wall Plate Mount Safe Installation Guide describes how to mount the phone
on a wall plate.
5 User Guide ShoreTel IP Phone 480/480g

CHAPTER
1. Getting Started
This chapter provides an introduction to the ShoreTel IP Phone 480/480g. It contains the following
information:
Overview of the ShoreTel IP Phone 480/480g ............................................................ 8

Your Phone’s Display............................................................................................ 9
Call Appearance Buttons and Programmable Buttons ....................................... 10
Soft Keys ............................................................................................................ 10
Your Phone’s Backlight Operation ...................................................................... 11
Adjusting the Display Contrast ........................................................................... 11
Reducing Glare on the Phone’s Screen ............................................................. 11
Setting up Your Phone .............................................................................................. 11
Assigning Your Extension or Phone Number to the Phone ................................ 12
Registering a Phone in a ShoreTel Connect CLOUD System ............................ 13
Logging in to the Voicemail System.................................................................... 13
Unassigning Your Extension from the Phone ..................................................... 13
Getting Help .............................................................................................................. 14
Operating Your Phone............................................................................................... 14
Placing Calls ....................................................................................................... 14
Answering Calls .................................................................................................. 15
Adjusting the Ring and Listening Volume ........................................................... 17
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

1 Getting Started
Using the Intercom through Directory ................................................................. 24

Dialing a Voice Mailbox from Directory ............................................................... 24
Sending a Whisper Page through Directory ....................................................... 25
Using the Call History Viewer ............................................................................. 25
Using the Call History Viewer.................................................................................... 25
Viewing a List of All Calls Placed, Received, or Missed ..................................... 26
Placing a Call Using the History Viewer ............................................................. 26
Using the Intercom through the History Viewer .................................................. 27
Deleting a Call from the History Viewer .............................................................. 27
Interacting with Calls ................................................................................................. 27
Placing a Call on Hold or off Hold....................................................................... 27
Answering and Switching Among Multiple Calls................................................. 28
Diverting an Incoming Call to Voicemail or Another Number.............................. 29
Transferring a Call .............................................................................................. 29
Answering and Switching Among Multiple Calls................................................. 28
Parking and Unparking Calls .............................................................................. 30

Overview of the ShoreTel IP Phone 480/480g Getting Started 1
Overview of the ShoreTel IP Phone 480/480g

Welcome to your ShoreTel™ IP phone!
Figure 1 provides an overview of the IP480/480g phone components. Figure 2 on page 9 shows the
ports on the back of the phone.
Programmable
Handset with call appearance buttons
finger rest Eight custom buttons with tri-color
LED indicators show active, incoming,
Display area and on-hold calls. They can also be
configured as monitored extensions,
speed dial keys, or other functions.
Indicator LED
Flashing light alerts
Speaker you to incoming calls
Delivers high-quality, and unheard voice
wideband sound messages.
Soft Keys
Context-sensitive
functions defined in
display area
Navigation key
pad and
selector button
Select options in
the interface.
Function Keys
Dial Pad Microphone Perform core telephony
functions: Voicemail,
Audio Control Keys Directory, History,
Volume button controls handset, Transfer, Conference,
headset, speaker, and ring volume. and Hold.
Headset, Mute, and Speaker buttons
are illuminated when functions are
active.
Figure 1: ShoreTel IP Phone 480/480g Components

1 Getting Started Your Phone’s Display
Handset Jack is hearing-

aid compatible (HAC) PC Port
Headset Jack Network and

Power Port
Figure 2: Ports on the Back of the IP Phone 480/480g
Your Phone’s Display

The display screen on your ShoreTel IP phone shows your name and extension, availability state, call
appearance buttons, workgroup agent status, programmed buttons, and other information. Figure 3
shows the elements on the phone display screen.

Call Appearance Buttons and Programmable Buttons Getting Started 1
Current Voicemail
availability message
state indicator Your
Workgroup Missed call extension
Agent status indicator
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 480/480g
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 33. For information about functions that your ShoreTel Connect
administrator can configure for these programmable buttons, see Other Advanced Features on page
47.
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 availability state 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 merge 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.

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 blank. 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 Connect 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.
Adjusting the Display Contrast
1. With the phone on hook, press and hold 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. Press the or key on the navigation key pad to increase or decrease contrast.
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 Safe Installation 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 already
assigned to you as follows:
 If the phone displays your name and extension, your ShoreTel Connect administrator has already
assigned your phone to you, and you do not need to assign yourself to your phone. When your
phone is 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 or Phone Number to the Phone on page 12 to assign your extension to your phone.
Until the 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 “Cloud Credentials,” use the procedure in Assigning Your Extension or
Phone Number to the Phone on page 12 to assign your extension to your phone.

Assigning Your Extension or Phone Number to the Phone Getting Started 1
 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 or
Phone Number to the Phone on page 12.
With the appropriate permissions (set by your ShoreTel Connect administrator or authorized contact),
you can log in to any ShoreTel IP phone in the ShoreTel Connect system to assign your extension or
phone number to that phone. See Changing a Phone’s Extension Assignment on page 24 for more
information.
If you need to register a phone with a ShoreTel Connect CLOUD system, see Registering a Phone in a
ShoreTel Connect CLOUD System on page 13.
Assigning Your Extension or Phone Number to the Phone

The procedure that you use to assign your phone depends on whether the phone displays “Available
or “Anonymous,” or “Cloud Credentials”.
If Your Phone Displays “Available” or “Anonymous”

If your phone displays “Available” or “Anonymous,” use this procedure to assign your extension to your
phone.
1. Press the Assign soft key.
2. Enter the extension number that your ShoreTel Connect administrator provided, and then press
the Next soft key.
3. Enter one of the following passwords:
 If your ShoreTel Connect administrator provided a password, enter it and press the OK soft
key.
 If your ShoreTel Connect 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
The password must be at least six numbers in length.
5. Enter the new password again, and then press the OK soft key.
Your phone displays your name and extension.
If Your Phone Displays “Cloud Credentials”

1. In the DID number field, enter your country code plus the area code and telephone number that
your ShoreTel Connect CLOUD authorized contact provided, and then press the Next soft key.

1 Getting Started Registering a Phone in a ShoreTel Connect CLOUD System
2. Enter the phone PIN that your ShoreTel Connect CLOUD authorized contact provided, and then
press the OK soft key.
Your phone displays your name and extension.
Registering a Phone in a ShoreTel Connect CLOUD System

If you need to register a phone in a ShoreTel Connect CLOUD system without assigning it to a
specific user, use this procedure.
1. In the DID number field, enter the country code plus the area code and telephone number that
your ShoreTel Connect CLOUD authorized contact provided, and then press the Next soft key.
2. Enter the phone PIN that your ShoreTel Connect CLOUD authorized contact provided, and then
press the Regstr soft key.
After a few seconds, the phone registers with the system and displays “Available”.
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 59.
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.

Getting Help Getting Started 1
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 64.
Getting Help
If your phone is running in a ShoreTel Connect CLOUD system, the phone includes a Help soft key
that lets you immediately contact a member of the ShoreTel Connect CLOUD support team.
This feature might also be enabled for phones in a ShoreTel Connect ONSITE system, depending on
whether your ShoreTel administrator configured this option. If configured, your call would go to your
organization’s internal support organization.
To place a help call:
1. Press the Help soft key on your phone.
A confirmation window is displayed.
2. Press the Yes soft key to confirm that you want to place the call.
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.

1 Getting Started Answering Calls
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 button and dial a phone number.
The LED in the button lights green, and the call is dialed.
2. To end the call, press the button again.
The button is no longer illuminated.
Using the Headset to Place a Call
1. To place a call using the headset, press the button and dial a phone number.
The LED in the button lights green, and the call is dialed.
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.

Answering Calls Getting Started 1
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 button.

 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 button lights green.
Using a Headset to Answer a Call

If you plan to use a headset to answer calls, see Changing Your Automatic Off-Hook Preference on
page 36 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 button.
 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 lights green.
2. To end the call, do one of the following:
 If you use a wired headset, press the button again.
 If you use a wireless headset, put your headset into the on-hook position.

1 Getting Started Adjusting the Ring and Listening Volume
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:
 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 button’s LED is illuminated.
 Adjust the headset listening volume when the button’s LED is illuminated.
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

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 button.
The LED on the button is illuminated in red when the mute is active.

Guide to the Icons Displayed on Your Phone Getting Started 1
 To unmute a call so that the caller can hear you, press again.
The button is not illuminated when the mute is not active.
Guide to the Icons Displayed on Your Phone

Your ShoreTel IP Phone 480/480g 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 52.
Table 1: Title Bar Icons on the Main Screen

Icon Description
Availability state: Available
Availability state: In a Meeting
Availability state: Do not disturb

Availability state: Out of office
Availability state: Vacation
Availability state: 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

1 Getting Started Guide to the Icons Displayed on Your Phone
Table 1: Title Bar Icons on the Main Screen (Continued)

Icon Description
Workgroup Agent logged out
Workgroup Agent wrap up
Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns
LED Color and Blink
Icon Description
Pattern
Orange, steady Do not disturb
Off Idle
Green, 1 second on/ Incoming call

1 second off
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” availability
state active.
Off Programmed button (right)

Guide to the Icons Displayed on Your Phone Getting Started 1
Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns (Continued)
LED Color and Blink
Icon Description
Pattern
Orange, steady The designated extension for the programmed
button (right) has a “do not disturb” availability
state active.
Off Monitored extension or bridged call appearance
Orange, steady The monitored extension has a “do not disturb”

availability state active.
Red, steady The monitored extension has unheard

voicemail messages.
Orange, steady The monitored extension has unheard

voicemail messages and a “do not disturb”
availability state active.
Red, steady The monitored extension is in a conference call.
Red, steady The monitored extension is in a connected call.
Green .8 seconds/ The monitored extension is in a connected call

orange .2 seconds and you picked up an incoming call for the
monitored extension.
Green .8 seconds/ The monitored extension has a call on hold and

orange .2 seconds/green you picked up an incoming call for the
.1 seconds/orange .2 monitored extension.
seconds
Orange, .2 seconds on/ The monitored extension is in a connected call
.1 seconds off/.2 and has a call on hold.
seconds on/.5 seconds
off
Green, .2 seconds on/ The monitored extension is in a connected call
.1 seconds off/ and is receiving another call.
.7 seconds on/1 second
off

1 Getting Started Guide to the Icons Displayed on Your Phone
Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns (Continued)
LED Color and Blink
Icon Description
Pattern
Orange, .5 seconds on/ The call is being recorded, and the recording
.5 seconds off operation was initiated by pressing the
programmed button.
Red, steady The call is being recorded, and the recording

operation was initiated through the ShoreTel
Connect client 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.

Using Voicemail Getting Started 1
Figure 4: Directory with Presence Icons
Table 4: Presence Icons in the Directory

Icon Description
Available
The user has set an availability state other than

Available and has not configured this state 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 50.

1 Getting Started Using the Directory
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 Connect 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 Backsp 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.

Finding Detailed Contact Information Getting Started 1
Tip
If the ShoreTel Connect 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.
Finding Detailed Contact Information

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.
Using the Intercom through Directory

If you have the proper permissions, you can use the Intercom for internal extensions.
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.)
4. Press the Intercom soft key.
The phone initiates an intercom connection.
Dialing a Voice Mailbox from Directory

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.)
4. Press the Dial VM soft key.
The phone calls the voice mailbox of the person you selected.

1 Getting Started Sending a Whisper Page through Directory
Sending a Whisper Page through Directory

If your ShoreTel Connect 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.
2. Use the and navigation keys to scroll to the name of the person to whom you want to send
a whisper page.
4. Press the Whisper soft key.
The phone sends a whisper page to the person you selected.
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 Getting Started 1
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.
c. Use the 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

Tip
To dial your most recent outbound call, press and hold the History button.
Note that if you used *67 on your last outbound call these digits will not be included if you redial by
pressing and holding 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.

1 Getting Started Using the Intercom through the History Viewer
Using the Intercom through the History Viewer

If you have the proper permissions, you can use the Intercom for internal extensions.
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

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.
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 and a timer shows the length of time the
call is on hold.

Answering and Switching Among Multiple Calls Getting Started 1
 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 Connect 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:
 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.
 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 “Off screen,” and the call is not associated with a call appearance button. Figure 6 on
page 28 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.

1 Getting Started Diverting an Incoming Call to Voicemail or Another Number
 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 availability state’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 availability state’s forwarding condition is Never, the caller hears a busy tone.
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.

Parking and Unparking Calls Getting Started 1
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.
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 Connect 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 Connect administrator), the call returns to the original extension. The default is 60
seconds.

1 Getting Started Picking up an Incoming Call for Another Extension
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.
Picking up an Incoming Call for Another Extension

With the appropriate permissions (set by your ShoreTel Connect 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.

CHAPTER
2. Customizing Your Phone
This chapter provides instructions for customizing your ShoreTel IP Phone 480/480g. It contains the
following information:
Overview of Customizing Your Phone....................................................................... 33

Configuring Programmable Buttons .......................................................................... 33
Understanding Availability States .............................................................................. 34
Changing Your Active Availability State .............................................................. 35
Specifying Options for Availability States............................................................ 35
Changing Your Automatic Off-Hook Preference........................................................ 36
Selecting a Headset Type ......................................................................................... 37
Changing the Ringtone ............................................................................................. 38
Changing the Time Zone of Your Phone ................................................................... 38
Customizing the Phone’s Audio Settings .................................................................. 39
Enabling Hearing Aid Compatibility........................................................................... 40
Enabling Simultaneous Ring ..................................................................................... 40
Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets................ 40
Modifying the Workgroup Agent State....................................................................... 41
Enabling or Disabling Simultaneous Ringing on Additional Phones ......................... 42
Moving a Call to Another Phone ............................................................................... 42

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
 availability state
 ring tone
 audio settings
 time zone
 simultaneous ring
 handsfree mode (suppressing dial tone for headset users)
 workgroup agent state
You can also modify user options through the ShoreTel Connect client. See the ShoreTel Connect
client 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 Connect 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 Connect 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 Connect 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:
3. Press the navigation key to scroll to the Program buttons option.

2 Customizing Your Phone Understanding Availability States
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:
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.
Understanding Availability States

You can set six distinct availability states for your extension. These availability states can be
configured with various 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 availability
state.
By using your phone’s interface, you can configure options for each availability state, such as call
forwarding destinations, number of rings, and simultaneous ring. (You can also configure these options
in the ShoreTel Connect client.)

2 Customizing Your Phone Changing Your Active Availability State
The availability states are as follows:
 Available (the default) allows you to answer all incoming calls.

 In a Meeting
 Out of Office
 Vacation
 Custom
 Do not disturb
If you select a “Do Not Disturb” availability state, 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 Availability States.
Changing Your Active Availability State

1. Press the State soft key.
The availability states are displayed, and the active state is indicated with a check mark.
2. To select a different availability state, do one of the following:
 On the key pad, press the number of the desired availability state.
 Press the or navigation keys to scroll to the desired availability state, and press the
OK soft key.
The availability state for your phone changes to the selected state.
Note
Pressing the State soft key changes the state from “Available” to “In a Meeting” or from any of the
other states to “Available” after five seconds. If you scroll through the availability states, the timer
is dismissed.
Specifying Options for Availability States

The Options menu opens, and the Availability option is highlighted.
3. With the Availability option highlighted, press the Edit soft key.
4. Press the navigation key to scroll to the availability state for which you want to specify options,
and then press the Edit soft key.
5. Specify when to forward calls by pressing the Edit soft key, using the navigation key pad to scroll
to and highlight one of the following values, and pressing the OK soft key:

2 Customizing Your Phone Changing Your Automatic Off-Hook Preference
 Always means that calls received when this availability state is active are always forwarded to
the specified destination number. When you select Always, you can also specify the Always
dest, which is the number that you want calls forwarded to, or you can accept the default.
 No answer means that calls received when this availability state 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 dest. 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 availability state 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 the ShoreTel Connect client 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.
 To set the selected availability state as the active availability state, press the OK soft key.
 To continue without changing the availability state, press the Cancel soft key.
Changing Your Automatic Off-Hook Preference

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.
For more information about headset types, see Selecting a Headset Type on page 37.
3. Press the navigation key to scroll to the Auto off-hook option.

2 Customizing Your Phone Selecting a Headset Type
4. With Auto off-hook highlighted, press the Edit soft key.
5. Press the or navigation keys to select Speaker or Headset, and press the OK soft key.
Selecting a Headset Type

In the Options menu, you can specify that you want to use one of the following types of headsets with
your phone:
 Wired—Select this option to use a supported wired headset.
 Wireless—Select this option to use a supported wireless headset.
 APD80—Select this option if you have a wireless headset that uses the Plantronics APD-80
adapter cable.
Notes
 With either the Wireless or APD80 settings, you can go on hook or off hook from your wireless
headset.
 With the additional features provided through the APD80 setting, you hear a tone in the
headset when an inbound call rings, and you can go on hook or off hook by pressing the
button on the phone.
To select the headset type:
3. Press the navigation key to scroll to the Headset type option.
4. With Headset type highlighted, press the Edit soft key.
The list of headset types is displayed.
5. Press the or navigation keys to select the desired type of headset, and press the OK soft
key.

2 Customizing Your Phone Changing the Ringtone
Changing the Ringtone

3. Press the 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.
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.
3. Press the navigation key to scroll to the Time zone option.
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.

2 Customizing Your Phone Customizing the Phone’s Audio Settings
The time displayed on your phone screen matches the selected time zone.
To change the phone back to the default time zone:
3. Press the navigation key to scroll to the Time zone option.
4. Press the Reset soft key.
The time displayed on your phone screen matches the default time zone.
Customizing the Phone’s Audio Settings

If you want to change the audio gain for your phone’s handset or headset speaker or microphone, you
can adjust these values from your phone. You can also adjust the audio gain level for the phone’s
handsfree microphone and the sidetone audio gain level. (Sidetone refers to the sound of your own
voice that you hear in the earpiece as you’re speaking into the receiver. The proper sidetone gain level
keeps you from speaking too loudly into your microphone.)
Because these settings are part of your user profile, if you assign your extension to another phone,
your modified settings move to that phone.
3. Press the navigation key to scroll to the Audio Settings option.
5. Press the navigation key to scroll through the various audio settings; for each setting you want
to modify, do the following:
a. With the desired option highlighted, press the Open soft key.
b. Use the Increase or Decrease soft keys to adjust the gain level.
c. Press the Back soft key to return to the Audio Settings menu.
6. Press the Back soft key.

2 Customizing Your Phone Enabling Hearing Aid Compatibility
Enabling Hearing Aid Compatibility

If you use a hearing aid, you can configure the phone so that the output from the earpiece is optimized
for use with your hearing aid. By default, this option is set to “Off”.
3. Press the navigation key to scroll to the Audio Settings option.
The Audio Settings menu is displayed.
5. With the HAC option highlighted, press the Toggle soft key.
The setting changes to “On”.
6. Press the Back soft key.
Enabling Simultaneous Ring

If your ShoreTel Connect 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 Availability States on page
35.
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.

2 Customizing Your Phone Modifying the Workgroup Agent State
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.
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.
3. Press the navigation key to scroll to the Agent state menu, which indicates your current agent
state with a check mark.
5. Press the navigation key to highlight the workgroup agent state that you want to change to, as
follows:
 To log in, highlight Login and press the OK soft key.
 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.

2 Customizing Your Phone Enabling or Disabling Simultaneous Ringing on Additional Phones
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 the
ShoreTel Connect client, or your ShoreTel Connect 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 AddOn soft key, and then press the OK soft key.

Use the Options menu, as follows:
a. Press the Options soft key
b. Enter your voicemail password, and press the OK soft key.
c. Scroll down to the Additional phone option.
d. With the Additional phone option highlighted, press the Toggle soft key to enable
additional phones.
e. Press the Exit soft key.
 To disable simultaneous ringing for your additional phones, do one of the following:

Press the AddOff soft key, and then press the OK soft key.

Use the Options menu, as follows:
a. Press the Options soft key
b. Enter your voicemail password, and press the OK soft key.
c. Scroll down to the Additional phone option.
d. With the Additional phone option highlighted, press the Toggle soft key to disable
additional phones.
e. 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.

2 Customizing Your Phone Moving a Call to Another Phone
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.

CHAPTER
3. Using Advanced Features
This chapter provides instructions for using the advanced features of the ShoreTel IP Phone 480/480g.
It contains the following information:
Making a Conference Call......................................................................................... 45

Using the Merge Feature to Conference Active Calls ............................................... 46
Using the Intercom .................................................................................................... 46
Paging ....................................................................................................................... 47
Other Advanced Features ......................................................................................... 47

3 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 Connect 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 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 Confer 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.
 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.

3 Using Advanced Features Using the Merge Feature to Conference Active Calls
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 Merge 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 Merge feature.
 To add the call to an existing call or conference call, press the Merge 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 merge the
active call to. Use the navigation key pad to scroll to the call you want to merge, and press the
Merge soft key.
 If the call in focus is a held call, when you press the Merge soft key it merges 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 Connect administrator.
The intercom functionality is also available as a soft key through the Directory, the History viewer, and
the conferencing feature. Your ShoreTel Connect 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.

3 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 Connect administrator must give you access.
To send a page:
1. Dial the number your ShoreTel Connect 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 Connect
administrator for assistance.
Other Advanced Features

Your ShoreTel Connect 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 48 describes these advanced features. These features are available only if your
ShoreTel Conect administrator has configured your user profile with the necessary permissions.

3 Using Advanced Features Other Advanced Features
Table 5: Advanced Features

Feature Name Star Code Description
Barge In Dial *16 plus the You can join an in-progress call (“barge in”) as a
extension that is conferenced participant. This feature is useful for
involved in the active operators, executive assistants, trainers, and
call you want to join. 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 You can see call activity and interact with calls for
Appearance/Shared another extension. This bridged information, which
Call Appearance 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 You can use a programmed button to connect to
extension of the person another user.
you want to contact
through the intercom.
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 Connect administrator has configured
the button.
Page You can access the overhead paging extension at
your site.
Park Dial *11 plus the You can park a call on another extension.
extension where you
want to park a call.
Pickup Dial *13 plus the You can pick up an incoming call for another
extension from which extension.
you want to pick up an
incoming call.
Pickup Night Bell Dial *14 plus the You can pick up a call from an extension that rings
extension on an overhead speaker. This feature can be
convenient for off-hours when a caller needs to
speak with anyone at a site.

3 Using Advanced Features Other Advanced Features
Table 5: Advanced Features (Continued)

Feature Name Star Code 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 You can listen to and coach someone during a call
extension of the person without the outside party hearing.
you want to coach.
Silent Monitor Dial *17 plus the You can silently monitor a call on another extension.
extension you want to You are added to the existing call without being
monitor. 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 You can unpark a call that is parked or on hold on
extension where you another extension.
want to unpark a call.
Whisper Page Dial *19 plus the You can enter a call on another extension and speak
extension of the person to the person without the other party hearing. The
you want to speak to. person can speak back to you privately through the
whisper page mute feature.
Whisper Page Mute If you receive a whisper page, you can speak
privately to the person who is speaking to you
through the whisper page.

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................................................................................................... 51
Using Visual Voicemail.............................................................................................. 51
Interacting with Messages in Visual Voicemail ................................................... 52
Composing Messages in Visual Voicemail ......................................................... 53
Replying to Messages in Visual Voicemail ......................................................... 55
Forwarding Messages in Visual Voicemail ......................................................... 56
Viewing Saved Messages in Visual Voicemail.................................................... 57
Deleting Messages in Visual Voicemail .............................................................. 58
Using the Voicemail System...................................................................................... 59
Logging in to the Voicemail System.................................................................... 59
Interacting with New Messages in the Voicemail System................................... 60
Listening to Saved Messages............................................................................. 61
Sending Messages from Voicemail .................................................................... 61
Leaving a Message and Using Message Options .............................................. 62
Using Mailbox Options........................................................................................ 63

4 Using Voicemail Voicemail Overview
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 480/
480g, you can 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 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 bold text. Messages that you have already listened to are
displayed in regular 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.
You can also use the visual voicemail interface to record a new voicemail message and designate the
recipients, include a subject label for the message, mark the message as urgent, mark the message as
private, and request a return receipt. You can also easily forward a message to one or more recipients
or reply to one or more recipients.
Table 6 describes the icons displayed in visual voicemail.

4 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.)
 If you want to listen to your messages with the handset, pick up the handset.

4 Using Voicemail Composing Messages in Visual Voicemail
 If you want to listen to your messages through your headset, press the button. (For
wireless headset, take your headset off hook.)
 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 more details about the message, such as the subject line or the sender’s email
address, press the More soft key and then press the Open soft key.
6. When you’re finished, press the Exit soft key.
Composing Messages in Visual Voicemail

4. Press the More soft key again.
5. Press the Composesoft key.
The Compose Voicemail page is displayed.

4 Using Voicemail Composing Messages in Visual Voicemail
6. Designate the voicemail message recipients as follows:
a. Press the To... soft key.
b. Press the and navigation keys to scroll through the displayed Directory to select the
recipients, and press the Select soft key when each intended recipient is highlighted.
c. Press the List soft key to verify that you have included the proper recipients, and then do one
of the following:
 If you have included names you didn’t intend to include, highlight the name and press the
Deselect soft key.
 If you want to return to the Directory to select more names, press the Directory soft key
and repeat Step 6b above.
 If you are satisfied with the list of recipients you’ve selected, press the Back soft key to
return to the Compose Voicemail page.
7. If you want to enter a Subject label for the voicemail message, do the following:
 Press the navigation key to scroll to the Subject menu item, and press the Edit soft key.
 Press the Clear soft key to delete all the text.
 The Backspace soft key to delete some characters.
 Press the 1 -> aA soft key to toggle through and select the desired text-entry mode, and then
use the key pad to enter the text you want to use for the Subject line.
Tip
To enter a space character, select either the lowercase (a -> A1) or uppercase (A ->1a) text-
entry soft key and press the * key until the space character is displayed.
 When you’re satisfied with the text, press the Back soft key.
8. If you want to mark the voicemail message as Urgent, press the navigation key to scroll to the
Urgent menu item, and press the Toggle soft key.
9. If you want to mark the voicemail message as Private, press the navigation key to scroll to the
Private menu item, and press the Toggle soft key.
10. If you want to receive a Return Receipt when the recipient listens to the message, press the
navigation key to scroll to the Return Receipt menu item, and press the Toggle soft key.
11. To record the voicemail message, press the Start soft key, record the message, and press the
Stop soft key.
12. Press the Send soft key.
The voicemail message is sent to the targeted recipients.

4 Using Voicemail Replying to Messages in Visual Voicemail
Replying to Messages in Visual Voicemail

 To reply to only the person who sent the message, press the Replysoft key.
 To reply to the sender and all who received the message, press the More soft key and then the
Reply All soft key.
6. If you want to add additional recipients to the voicemail message reply, add more recipients as
follows:
a. Press the To... soft key.
of the following:
 If you have included names you don’t want to include, highlight the name and press the
Deselect soft key.
and repeat Step 6b.
7. If you want to change the Subject label for the voicemail message, do the following:

4 Using Voicemail Forwarding Messages in Visual Voicemail
Tip
To enter a space character, select either the uppercase or lowercase text-entry mode and
press the * key until the space character is displayed.
11. If you want to include the original message with your reply, press the navigation key to scroll to
the Include Original menu item, and press the Toggle soft key.
12. To record your reply to the voicemail message, press the Start soft key, record the message, and
press the Stop soft key.
The voicemail message is sent to the targeted recipients.
Forwarding Messages in Visual Voicemail

5. Press the Forwardsoft key.
6. Designate those to whom you want to forward the message as follows:
a. With To highlighted, press the To... soft key.
of the following:

4 Using Voicemail Viewing Saved Messages in Visual Voicemail
 If you have included names you don’t want to include, highlight the name and press the
Deselect soft key.
and repeat Step 6b.
7. If you want to change the Subject label for the voicemail message, do the following:
Tip
To enter a space character between words, select either the uppercase or lowercase text-
entry mode and press the * key until the space character is displayed.
11. To record your forwarding remarks for the voicemail message, press the Start soft key, record the
message, and press the Stop soft key.
The voicemail message is forwarded to the targeted recipients.
Viewing Saved Messages in Visual Voicemail


4 Using Voicemail Deleting Messages in Visual Voicemail
4. Press the 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.
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

 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:
a. Press the More soft key.
b. Press the Saved soft key.
Your saved messages are displayed.
c. 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.

4 Using Voicemail Using the Voicemail System
6. When you’re finished deleting messages, press the Exit soft key.
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

 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.
 Press # while the phone is on hook.

 Press # while the phone is 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.

4 Using Voicemail Interacting with New Messages in the Voicemail System
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 #.
Logging in to Voicemail from an External Phone

1. Dial the voicemail access number provided by your ShoreTel Connect 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

4 Using Voicemail Listening to Saved Messages
3. After listening to the message you want to forward, press 4.
4. Record a prefacing remark, and then do one of the following:
 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 *.
Tip
After addressing a message, you can press 1 to mark it urgent.
Replying to a Message
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

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 60.
Sending Messages from 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 Using Voicemail Leaving a Message and Using Message Options
4. After you are satisfied with your recording, press # to finish recording.
5. At the prompt, enter the recipient’s extension.
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, you are prompted to record a
message.
2. After recording the message, choose one of the following options:
 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.
3. Hang up to send the message.

4 Using Voicemail Using Mailbox Options
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 availability state
 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

2. From the voicemail Main Menu, press 7 to access mailbox options.
3. Press 6.
4. Record your name, and then press #.
 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

2. Press 7 to access mailbox options.
3. Press 1 to record a personal greeting.
Note
The personal greeting is linked to the active availability state.

4. Record your personal greeting for the currently active availability state 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

3. Press 4.
4. Enter your new password, and press #.
 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 Connect 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 the ShoreTel Connect
client 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
availability state.
3. Press 3.
 Press 1 to assign the extension.

 Press 2 to unassign the extension. (The phone reverts to the extension originally assigned to
it.)

Setting Your Availability State

Availability states let you specify your status and determine how inbound calls are handled. You can
record distinct greetings and specify different call forwarding options for each state.
To change your availability state:
3. Press 2 to set the availability state.
4. Choose one of the following availability states or other options:
 For Available, press 1.

 For In a Meeting, press 2.
 For Out of Office, press 3.
 For Vacation, press 4.
 For Custom, press 5.
 For Do Not Disturb, press 6.
 For enabling calling additional phones (configured by your ShoreTel Connect administrator),
press 7.
 To cancel, press *.
The availability state stays in effect until you change it. However, if Outlook automated call handling is
active, Outlook modifies your availability state 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.
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.
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.

4. Press 2 to restore the deleted message and save it.
Removing Deleted Messages

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

3. Press 9.
4. To enable or disable Outlook automated call handling, press 1.
Enabling or Disabling a Notification Profile

3. Press 9.
4. Press 2.
 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.
3. Press 9.

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 availability state 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 Connect administrator enabled the Find Me option for you, and you configured a
Find Me destination in the ShoreTel Connect client.
 You used the ShoreTel Connect client to enable the Find Me option and to configure a Find Me
destination.
To enable or disable Find Me forwarding:
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.

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 ............................................................................................ 69

Viewing Phone Information ....................................................................................... 70
Rebooting Your Phone .............................................................................................. 70

5 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 Your mailbox is full. You must delete
message, they are notified that your messages you no longer need.
mailbox has exceeded its limit and is
unable to accept new messages.
Your phone’s display shows “No Your phone is temporarily inoperable.
Service.” Contact your ShoreTel Connect
administrator or authorized contact.
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
ShoreTel Connect administrator or
authorized contact.
You hear no dial tone when you take The handset cable must be plugged firmly
the handset off hook, but you hear a into place on both the phone base and the
dial tone when using either the handset. To ensure a tight connection,
speaker or a headset. 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 The phone is out of service because of a
“Service unavailable at this time” switch issue or because an administrator
when you try to dial a call from the has put it out of service. When a phone is in
keypad, visual voicemail, Directory, or this state, you can access visual voicemail,
History. 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.

5 Troubleshooting Viewing Phone Information
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.
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.
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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ShoreTel IP Phone 480/480g User Guide 2

Before You Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Chapter 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

ShoreTel IP Phone 480/480g User Guide 1

Deleting a Call from the History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Chapter 2 Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Chapter 3 Using Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Chapter 4 Using Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

ShoreTel IP Phone 480/480g User Guide 2

Leaving a Message and Using Message Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

ShoreTel IP Phone 480/480g User Guide 3

The following sections provide an overview of this book:

About This Book.......................................................................................................... 5

ShoreTel IP Phone 480/480g User Guide 4

About This Book

 Chapter 5, Troubleshooting on page 68, provides information about simple approaches to

5 User Guide ShoreTel IP Phone 480/480g

Overview of the ShoreTel IP Phone 480/480g ............................................................ 8

ShoreTel IP Phone 480/480g User Guide 6

Using the Intercom through Directory ................................................................. 24

7 User Guide ShoreTel IP Phone 480/480g

Overview of the ShoreTel IP Phone 480/480g

Figure 1: ShoreTel IP Phone 480/480g Components

ShoreTel IP Phone 480/480g User Guide 8

Handset Jack is hearing-

Headset Jack Network and

Figure 2: Ports on the Back of the IP Phone 480/480g

Your Phone’s Display

9 User Guide ShoreTel IP Phone 480/480g

Figure 3: Elements on the Display of the IP Phone 480/480g

Call Appearance Buttons and Programmable Buttons

ShoreTel IP Phone 480/480g User Guide 10

Your Phone’s Backlight Operation

Adjusting the Display Contrast

1. With the phone on hook, press and hold the button.

Reducing Glare on the Phone’s Screen

Setting up Your Phone

11 User Guide ShoreTel IP Phone 480/480g

Assigning Your Extension or Phone Number to the Phone

If Your Phone Displays “Available” or “Anonymous”

1. Press the Assign soft key.

3. Enter one of the following passwords:

Your phone displays your name and extension.

If Your Phone Displays “Cloud Credentials”

ShoreTel IP Phone 480/480g User Guide 12

Your phone displays your name and extension.

Registering a Phone in a ShoreTel Connect CLOUD System

Logging in to the Voicemail System

Unassigning Your Extension from the Phone

1. Press the Unassign soft key.

2. When prompted, press the Unassign soft key again.

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.

13 User Guide ShoreTel IP Phone 480/480g

5. At the prompt, press the Unassign soft key again.