ShoreTel IP Phone 480/480g User Guide August 2013
Legal Notices Document and Software Copyrights Copyright © 1998-2013 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc.
Table of Contents Before You Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Interacting 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 . . .
Table of Contents Viewing Phone Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Rebooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents 4 User Guide ShoreTel IP Phone 480/480g
Before You Start The following sections provide an overview of this book: About This Book.......................................................................................................... 6 Organization ......................................................................................................... 6 Conventions.......................................................................................................... 6 Related Documents .......................................................
Before You Start About This Book About This Book This book is intended for those who use the ShoreTel IP Phone 480/480g. It describes the phone’s features and how to use the phone. Organization This document is divided into the following chapters: Chapter 1, Getting Started on page 7, provides an overview of the phone and describes how to set up the phone and use it for common tasks.
CHAPTER 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 ............................................................ 9 Your Phone’s Display.......................................................................................... 10 Call Appearance Buttons and Programmable Buttons ....................................... 11 Soft Keys ................................................
1 Getting Started Dialing a Voice Mailbox from Directory ............................................................... 25 Sending a Whisper Page through Directory ....................................................... 25 Using the Call History Viewer ............................................................................. 26 Using the Call History Viewer.................................................................................... 26 Viewing a List of All Calls Placed, Received, or Missed ..
Overview of the ShoreTel IP Phone 480/480g Getting Started 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 10 shows the ports on the back of the phone. Handset with finger rest Display area Programmable call appearance buttons Eight custom buttons with tri-color LED indicators show active, incoming, and on-hold calls.
1 Getting Started Your Phone’s Display Handset Jack is hearing aid compatible Headset Jack PC Port 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, call handling mode, 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 Current call handling mode Voicemail message indicator Workgroup Agent status Missed call indicator Your extension Call appearance buttons show active, incoming, or held calls Programmable buttons provide custom functions such as speed dial or extension monitoring. Soft keys Context-sensitive keys let you perform actions based on the phone’s status and the call type.
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 administrator.
Assigning Your Extension to the Phone Getting Started With the appropriate permissions (set by your ShoreTel administrator), you can log in to any ShoreTel IP phone in the ShoreTel system to assign your extension to that phone. See Changing a Phone’s Extension Assignment on page 22 for more information. Assigning Your Extension to the Phone If your phone displays “Available” or “Anonymous,” use this procedure to assign your extension to your phone. 1. Press the Assign soft key. 2.
1 Getting Started Operating Your Phone 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.
Answering Calls Getting Started Using the Speakerphone to Place a Call 1. To place a call using the speakerphone, press the The LED in the button lights green, and the call is dialed. 2. To end the call, press the The button and dial a phone number. button again. button is no longer illuminated. Using the Headset to Place a Call 1. To place a call using the headset, press the The LED in the button lights green, and the call is dialed. 2.
1 Getting Started Answering Calls Using the Speakerphone to Answer a Call 1. To answer a call, do one of the following: Press the If your automatic off-hook preference is configured to use the speaker, press the blinking green call appearance button or press the Answer soft key. The LED in the button. button lights green. 2. To end the call, press the The button again. button is no longer illuminated.
Adjusting the Ring and Listening Volume Getting Started 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.
1 Getting Started Guide to the Icons Displayed on Your Phone To unmute a call so that the caller can hear you, press The again. 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.
Guide to the Icons Displayed on Your Phone Getting Started 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 Icon LED Color and Blink Pattern Description Orange, steady Do not disturb Off Idle Green, 1 second on/ 1 second off Incoming call Green, steady Dialing or off hook Green, steady Connected call Red, steady Whisper page is active Green, s
1 Getting Started Guide to the Icons Displayed on Your Phone Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns (Continued) Icon 20 User Guide LED Color and Blink Pattern Description Orange, steady The designated extension for the programmed button (right) has a “do not disturb” call handling mode active. Off Monitored extension or bridged call appearance Orange, steady The monitored extension has a “do not disturb” call handling mode active.
Guide to the Icons Displayed on Your Phone Getting Started Table 2: Call Appearance Button Icons and LED Colors and Blink Patterns (Continued) Icon LED Color and Blink Pattern Description Orange, .5 seconds on/ .5 seconds off The call is being recorded, and the recording operation was initiated by pressing the programmed button. Red, steady The call is being recorded, and the recording operation was initiated through ShoreTel Communicator and the recording mailbox is not the user’s own mailbox.
1 Getting Started Using Voicemail Figure 4: Directory with Presence Icons Table 4: Presence Icons in the Directory Icon Description Available The user has set a call-handling mode other than Standard and has not configured this mode as Do Not Disturb for incoming calls. The user’s extension is on hold or has a call parked on it. Do not disturb On a call Using Voicemail To access your voicemail messages, press the Voicemail button.
Using the Directory Getting Started Using the Directory You can use the Directory to quickly look up and dial a person’s extension. Through the Directory, you can also access your speed dial numbers or dial a person’s voice mailbox. If you have the proper permissions, you can contact a person through the intercom or use the whisper page.
1 Getting Started Accessing Speed Dial Numbers in the Directory Tip If the ShoreTel administrator has enabled presence for the user, the presence icon in the Directory indicates the current status of the person you want to call. For details about the presence icons, see Table 4 on page 22. Accessing Speed Dial Numbers in the Directory If you have configured speed dial numbers in ShoreTel Communicator, you can access these numbers through the Directory. 1. Press the Directory button. 2.
Using the Intercom through Directory Getting Started Using the Intercom through Directory If you have the proper permissions, you can use the Intercom for internal extensions. 1. Press the Directory button. 2. Use the and navigation keys to scroll to the name of the person you want to use the intercom to contact. (To scroll quickly, press and hold a navigation key.) 3. Press the Open soft key. The person’s contact details are displayed. 4. Press the Intercom soft key.
1 Getting Started Using the Call History Viewer Using the Call History Viewer The History viewer displays recent inbound, outbound, missed, and transferred calls, with the most recent call listed first. Each entry in the History list displays the caller’s name or number (if available) and the time or date of the call. If no caller ID information is available for a particular number, the phone displays “Caller ID Unknown.
Placing a Call Using the History Viewer c. Use the Getting Started navigation key to scroll to one of the following options: Select To to show all outbound calls. Select From to show all inbound calls. Select Missed to show all missed calls. d. Press the OK soft key. Placing a Call Using the History Viewer 1. Press the History button. 2. Use the and navigation keys to scroll through the History list until the name of the person you want to call is highlighted.
1 Getting Started Interacting with Calls 4. Press the Delete soft key. The call is removed from the History viewer.
Diverting an Incoming Call to Voicemail or Another Number Getting Started If all of your call appearance buttons are occupied by programmed buttons and active, incoming, or held calls, the focus window for any additional calls displays caller ID information and identifies the call as “Off screen,” and the call is not associated with a call appearance button. Figure 6 on page 29 shows an off-screen call.
1 Getting Started Transferring a Call 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.
Parking and Unparking Calls Getting Started 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.
1 Getting Started 32 User Guide Picking up an Incoming Call for Another Extension ShoreTel IP Phone 480/480g
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....................................................................... 34 Configuring Programmable Buttons .......................................................................... 34 Understanding Call Handling Modes.........................................................................
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.
Understanding Call Handling Modes Customizing Your Phone 5. Press the call appearance button that you’d like to program. 6. With the Dial number option highlighted, press the Select soft key. 7. Enter the number that you want to program the button to dial. 8. Press the Next soft key. 9. Enter the label that you want displayed next to the button for that number. 10. Press the Done soft key. 11. Repeat steps 4-10 to program another button, or press the Exit soft key. To de-program buttons: 1.
2 Customizing Your Phone Changing Your Active Call Handling Mode The call handling modes are as follows: Standard mode (the default) allows you to answer all incoming calls. In a Meeting Out of Office Extended Absence Custom If you select a “Do Not Disturb” call handling mode, your phone displays the icon for all call appearance buttons, and the call appearance LEDs light up orange. The “Do Not Disturb” option is in effect when you specify that calls are always to be forwarded.
Changing Your Automatic Off-Hook Preference to Headset Customizing Your Phone Always means that calls received when this call handling mode is active are always forwarded to the specified destination number. When you select Always, you can also specify the Always dest, which is the number that you want calls forwarded to, or you can accept the default.
2 Customizing Your Phone Changing the Ringtone The Options menu opens. 3. Press the navigation key to scroll to the Auto off-hook option. 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. 6. Press the navigation key to scroll to the Headset type option. 7. With Headset type highlighted, press the Edit soft key. 8. Press the or navigation keys to select Wired or Wireless, and press the OK soft key.
Enabling Simultaneous Ring Customizing Your Phone 2. Enter your voicemail password, and press the OK soft key. The Options menu opens. 3. Press the navigation key to scroll to the Time zone option. 4. Press the Edit soft key. 5. Press the navigation key to scroll through the various time zones, and highlight the time zone you want to use for your phone. Note The current time zone is indicated with a check mark. 6. Press the OK soft key. 7. Press the Exit soft key.
2 Customizing Your Phone Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets Enabling Handsfree Mode to Suppress Dial Tone for Off-Hook Headsets If you frequently use a headset, you might want to enable the Handsfree Mode so that you do not hear the dial tone when you go off hook with your wired or wireless headset. Note Even with Handsfree Mode enabled, if you have unheard voicemail messages you hear a short stutter tone. 1. Press the Options soft key. 2.
Enabling or Disabling Simultaneous Ringing on Additional Phones Customizing Your Phone To log out, highlight Logout and press the OK soft key. If you are a workgroup supervisor or operator and you want some time to wrap up a previous call, highlight Wrap up and press the OK soft key. If you are finished wrapping up the previous call, highlight UnWrap and press the OK soft key. 6. Press the Exit soft key.
2 Customizing Your Phone Moving a Call to Another Phone 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.
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......................................................................................... 44 Using the Join Feature to Conference Active Calls................................................... 45 Using the Intercom .............................................................................................
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 administrator for the details about your system’s conference capabilities.
Using the Join Feature to Conference Active Calls Using Advanced Features Tip If you want to see the names of the people included in the conference call, press the Show soft key. While showing conference participants, to drop a party from the conference call, use the or navigation keys to scroll to that person’s name within this list. With the name highlighted, press the Drop soft key. To return to the conference screen, press the Back soft key.
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 administrator must give you access. To send a page: 1.
Other Advanced Features Using Advanced Features Table 5: Advanced Features Feature Name Star Code Description Barge In Dial *16 plus the extension that is involved in the active call you want to join. You can join an in-progress call (“barge in”) as a conferenced participant. This feature is useful for operators, executive assistants, trainers, and workgroup supervisors.
3 Using Advanced Features Other Advanced Features Table 5: Advanced Features (Continued) Feature Name Description Record Call You can record an active external call on your extension by pressing a programmed button. Record Extension You can record an active external call on another person’s extension. This feature is useful for users such as workgroup supervisors. Silent Coach Dial *22 plus the extension of the person you want to coach.
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 ...................................................
4 Using Voicemail Changing Your Call Handling Mode.................................................................... 61 Enabling or Disabling Envelope Information....................................................... 61 Listening to Your Deleted Messages .................................................................. 61 Removing Deleted Messages............................................................................. 62 Enabling or Disabling Automated Call Handling in Outlook....................
Voicemail Overview Using Voicemail Voicemail Overview A blinking red light in the upper right corner of your phone and the icon at the top of your phone’s display screen indicate that you have unheard voicemail messages. With the ShoreTel IP Phone 480/ 480g, you an access your voicemail messages using either of the following methods: Visual voicemail, available using your phone’s interface, lets you see details about your messages and listen to messages in any order you choose.
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 Int
Viewing Saved Messages in Visual Voicemail Using Voicemail If you want to listen to your messages through your headset, press the wireless headset, take your headset off hook.) button. (For If you want to listen to your messages through the speakerphone, you do not have to do anything. By default, messages are played over the speaker phone. 5. Choose one of the following actions: To play the message, press the Play soft key.
4 Using Voicemail Deleting Messages in Visual Voicemail 6. With a saved message in focus, you can take one of the following actions: To see details about the person who sent the message, press the Open soft key. To delete the message, press the Delete soft key. To play the message, press the More soft key, press the More soft key again, and then press the Play soft key.
Using the Voicemail System Using Voicemail Using the Voicemail System The ShoreTel voicemail system provides a method to listen to and manage your voicemail messages by following audio prompts. Logging in to the Voicemail System A steadily flashing red light in the upper right corner of your phone indicates that you have unheard messages. To hear your messages using the voicemail system, you must first log in to the voicemail system.
4 Using Voicemail Interacting with New Messages in the Voicemail System Logging in to Voicemail from an External Phone 1. Dial the voicemail access number provided by your ShoreTel administrator. 2. At the prompt, press # and then dial your extension. 3. Enter your password, and then press #. Interacting with New Messages in the Voicemail System This section describes shortcuts and common tasks for handling messages in the voicemail system.
Listening to Saved Messages Using Voicemail Tip After addressing a message, you can press 1 to mark it urgent. Replying to a Message 1. Log in to voicemail. 2. To listen to new messages, press 1. 3. After listening to the message you want to reply to, press 5. 4. Choose one of the following options: To reply with a voice message, press 1. To reply with a call back, press 2. To reply to all with a voice message, press 3. To return to the previous menu, press *.
4 Using Voicemail Leaving a Message and Using Message Options 6. To choose additional addressing options, press 0 and select any of the following options: To look up a recipient by name in the directory, press 1. To send a personal distribution list, press 2. To broadcast to all extensions, press 3. To cancel addressing options, press *. 7. After the message is addressed, select any of the following options: To mark or unmark a message as urgent, press 1.
Using Mailbox Options Using Voicemail Using Mailbox Options The Mailbox Options submenu in the voicemail system lets you handle the following tasks: record your name record a personal greeting set your password assign your extension to a phone change your call handling mode enable or disable envelope information listen to deleted messages remove deleted messages enable or disable Outlook-automated call handling enable or disable email delivery change the agent st
4 Using Voicemail Using Mailbox Options 4. Record your personal greeting for the currently active mode at the tone and press #, then select from the following options: To accept the personal greeting, press #. To review the personal greeting, press 1. To rerecord the personal greeting, press 2. To cancel the recording, press *. Setting Your Password 1. Log in to voicemail. 2. From the voicemail Main Menu, press 7 to access mailbox options. 3. Press 4. 4.
Using Mailbox Options Using Voicemail Changing Your Call Handling Mode Call handling modes lets you specify your status and determine how inbound calls are handled. You can record distinct greetings and specify different call forwarding options for each mode. To change your call handling mode: 1. Log in to voicemail. 2. From the voicemail Main Menu, press 7 to access mailbox options. 3. Press 2 to set a call handling mode. 4.
4 Using Voicemail Using Mailbox Options 4. Press 2 to restore the deleted message and save it. Removing Deleted Messages 1. Log in to voicemail. 2. From the voicemail Main Menu, press 7 to access mailbox options. 3. Press 8 to remove deleted messages. 4. Press one of the following options: To confirm removal of deleted messages, press 1. To cancel removal of deleted messages, press *. Enabling or Disabling Automated Call Handling in Outlook 1. Log in to voicemail. 2.
Using Mailbox Options Using Voicemail 4. Press 3. 5. Chose one of the following options: To log in and assign your extension, press 1. To log out, press 2. Enabling or Disabling Find Me Forwarding When Find Me forwarding is enabled, calls sent to voicemail are routed to your Find Me forwarding destination if the caller presses 1 while listening to your voicemail greeting. You can enable or disable the Find Me forwarding option for the call handling mode that is currently active.
4 Using Voicemail 64 User Guide Using Mailbox Options ShoreTel IP Phone 480/480g
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 ............................................................................................ 66 Viewing Phone Information ....................................................................................... 67 Rebooting Your Phone .............................................................................................
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 message, they are notified that your mailbox has exceeded its limit and is unable to accept new messages. Your mailbox is full. You must delete messages you no longer need. Your phone’s display shows “No Service.” Your phone is temporarily inoperable. Contact your system administrator. Your phone’s display is blank.
Viewing Phone Information Troubleshooting Viewing Phone Information You can view information about your phone, such as its IP address, subnet mask, version, and MAC address. 1. With the phone on hook, press the button. The LED should not light and you shouldn't hear any tones; if this isn't the case, lift and replace the handset. 2. Dial 4636 (the digits that correspond with I-N-F-O), and then press #. The Admin options menu opens. 3.
5 Troubleshooting 68 User Guide Rebooting Your Phone ShoreTel IP Phone 480/480g
