SHORE TEL BB424 User manual

ShoreTel BB424 User Guide
September 28, 2015

Legal Notices
ShoreTel BB424 User Guide 2
Document and Software Copyrights
Copyright © 2015 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 BB424 is covered by patents as listed at http://www.shoretel.com/about/patents.html.
Version Information
ShoreTel BB424 User Guide
Date: September 28, 2015
Company Information
ShoreTel, Inc.
960 Stewart Drive
Sunnyvale, California 94085 USA
+1.408.331.3300
+1.408.331.3333 (fax)
www.shoretel.com

ShoreTel BB424 ShoreTel BB424 User Guide 1
About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Overview of the ShoreTel BB424 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Setting up Your BB424 Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Installing Button Boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Reducing Glare on the BB424 Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Understanding Virtual Pages and Physical Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Operating Your BB424 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Switching among BB424 Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Guide to Status Icons and Blink Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Configuring your BB424 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Chapter 2 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Minimum Phone Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Viewing BB424 Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Rebooting Your BB424 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Troubleshooting a BB424 that Does Not Power Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table of Contents

ShoreTel BB424 User Guide 2
Before You Start
The following sections provide an overview of the book:
About This Book.......................................................................................................... 3
Organization ......................................................................................................... 3
Conventions.......................................................................................................... 3
Related Documents .............................................................................................. 3

Before You Start About This Book
0
ShoreTel BB424 User Guide 3
About This Book
This book is intended for those who use the ShoreTel BB424. It describes the button box’s features
and explains how to use it.
Organization
This document is divided into the following chapters:
Chapter 1, Getting Started on page 4, provides an overview of the BB424.
Chapter 2, Troubleshooting on page 17, describes how to find the software version information for
your BB424 in case you need it for diagnostic purposes and how to reboot the BB424.
Conventions
The following typographical conventions are used in this document:
Related Documents
The following documents are also available:
Quick Install Guide describes how to connect one, two, three, or four button boxes to a ShoreTel
IP485g phone and how to adjust the tilt angle of the BB424.
Font Description
Bold Keys that you press on the BB424
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.

CHAPTER
ShoreTel BB424 User Guide 4
1. Getting Started
This chapter provides an introduction to the ShoreTel BB424. It contains the following information:
Overview of the ShoreTel BB424 ................................................................................ 5
Setting up Your BB424 Devices .................................................................................. 6
Installing Button Boxes ......................................................................................... 6
Reducing Glare on the BB424 Screen ................................................................. 6
Understanding Virtual Pages and Physical Devices ................................................... 6
Operating Your BB424 ................................................................................................ 8
Switching among BB424 Pages ........................................................................... 9
Guide to Status Icons and Blink Patterns ............................................................. 9
Configuring your BB424 ............................................................................................ 11

Getting Started Overview of the ShoreTel BB424
1
ShoreTel BB424 User Guide 5
Overview of the ShoreTel BB424
Welcome to your ShoreTel™ BB424. Figure 1 provides an overview of the BB424 components.
The ShoreTel BB424 works with the ShoreTel IP485g phone. The programmable buttons allow you to
press one button for operations that would normally require pressing several buttons. For example,
you could configure a button to speed-dial a particular extension or external number. A different button
could be programmed for silent coach, and so on. The icons displayed for a programmed button show
you the status of the target extension, which is especially useful for features such as monitored
extensions or bridged call appearances.
Figure 1: ShoreTel BB424
Page
indicator
buttons
Programmable
buttons
Display area
Button #1
Button #24

Getting Started Setting up Your BB424 Devices
1
ShoreTel BB424 User Guide 6
Setting up Your BB424 Devices
Before using your BB424 devices, make sure that they are properly installed.
Installing Button Boxes
Up to four BB424 devices can be connected to a ShoreTel IP485g phone. For details about how to
connect one or more BB424s to an IP485g phone, see the ShoreTel BB424 Quick Install Guide that
was included in the box with your BB424.
If you have multiple button boxes installed, the order in which the button boxes are connected to the
hardware ports on the back of the phone and the BB424s (as described in the ShoreTel BB424 Quick
Install Guide) determines the sequence of the BB424s as represented by the LEDs on the page
indicator buttons at the bottom of each BB424. The page sequence LEDs for various BB424
configurations are shown in Figure 2 on page 7.
Reducing Glare on the BB424 Screen
If glare makes it difficult to see the button box’s display screen, you can adjust the tilt angle of the
stand on the back of the BB424. Detailed instructions are provided in the ShoreTel BB424 Quick Install
Guide packaged with your BB424.
Understanding Virtual Pages and Physical Devices
Each BB424 contains 24 physical buttons, but through the use of virtual pages you or your ShoreTel
administrator can program up to 96 buttons, regardless of the number of physical devices installed.
The 96 programmable buttons are provided through physical devices alone or through a combination
of virtual pages and physical devices. With the seven programmable buttons on your IP485g phone,
you can have a total of 103 custom buttons.
The numbered buttons below the display on the BB424 are page indicator buttons. Depending on your
configuration, a page either represents a physical BB424 device or is a virtual page. If you have just
one button box installed, the button box displays one page of buttons and gives you access to three
virtual pages of buttons. If you have more than one button box installed, the pages are distributed
across your devices. The last button box in the sequence includes any virtual pages not associated
with a physical device. The possible configurations are illustrated in Figure 2 on page 7.
Regardless of whether you have physical BB424 devices or virtual pages, you can always access up
to four pages of programmed buttons. The advantage to having four physical BB424 devices is that
you can see all the configured buttons at the same time. With other configurations, you must press a
page button to see the programmed buttons on that page.

Getting Started Understanding Virtual Pages and Physical Devices
1
ShoreTel BB424 User Guide 7
Figure 2: Page Indicator Button LEDs for Various BB424 Configurations
Active page
Accessible page
Page not accessible
on this device
Legend
One Button Box
Two Button Boxes
Three Button Boxes
Four Button Boxes

Getting Started Operating Your BB424
1
ShoreTel BB424 User Guide 8
For example, if you have three BB424 devices installed, the pages of programmable buttons are
distributed across your devices as follows:
The first button box displays a green LED for the first page button, which indicates that page one is
active. The other page indicator buttons are unlit, which indicates that you cannot access these
pages from this device.
The second button box shows the second page of programmed buttons. The second button box
displays a green LED for the second page button, which indicates that this page of programmed
buttons is active. The other page indicator buttons are unlit, which indicates that you cannot
access these pages from this device.
The third button box shows the third page (by default) of programmed buttons. The third page
button is green, which indicates that this page of programmed buttons is active. The first and
second page buttons are unlit. Because a fourth button box is not installed, the fourth page is
virtual. The fourth page button displays an amber LED, which indicates that you can press the
button to display the fourth page of programmed buttons.
The page indicator buttons display LEDs in various colors to reflect their status, as described in
Tab le 1. A green LED indicates which page of programmed buttons is currently displayed on the
device. Amber LEDs indicate other pages of programmable buttons that are available on the device
but not currently in focus. To bring a page into focus, press the page button for that page. The LED
turns from amber to green to indicate that the page is in focus.
If you later add another BB424 device, the pages automatically re-sequence to reflect the new
configuration, and the LEDs change accordingly.
Operating Your BB424
The buttons on your BB424 operate similarly to the call appearance buttons on the IP485g phone. The
information for any action that you perform using a BB424 button, such as pressing a speed dial
button, is displayed on the phone screen.
Table 1: Page Indicator Button LEDs
LED Color Description
Green The page of programmed buttons is currently active (in
focus).
Amber The page of programmed buttons is accessible from the
current device, but another page is currently active. Press
this button to select the page.
Blinking Amber The page of programmed buttons is accessible from the
current device, and one or more extensions with a
programmed button on the page has a call. Press this
button to select the page.
Unlit The page of programmed buttons is accessible from
another BB424 device in your sequence of button boxes.

Getting Started Switching among BB424 Pages
1
ShoreTel BB424 User Guide 9
Switching among BB424 Pages
To switch from an active page to another page, press an amber page button.
The LED for the button turns green, which indicates that the page is active.
Guide to Status Icons and Blink Patterns
The ShoreTel BB424 displays various icons and LED colors and blink patterns to indicate call status.
Tab le 2 provides details.
Table 2: Programmed Button Icons and LED Colors and Blink Patterns
Icon Button LED Color and
Blink Pattern Description
Green, 1 second on/
1 second off
The monitored extension has an incoming call.
Green, steady Dialing or off hook
Green, steady Connected call
Red, steady Whisper page is active
Green, steady Connected conference call
Orange, 0.25 seconds
on/ 0.25 seconds off
The call is on hold locally.
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)

Getting Started Guide to Status Icons and Blink Patterns
1
ShoreTel BB424 User Guide 10
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/
orange .2 seconds
The monitored extension is in a connected call
and you picked up an incoming call for the
monitored extension.
Green .8 seconds/
orange .2 seconds/green
.1 seconds/orange .2
seconds
The monitored extension has a call on hold and
you picked up an incoming call for the
monitored extension.
Orange, .2 seconds on/
.1 seconds off/.2
seconds on/.5 seconds
off
The monitored extension is in a connected call
and has a call on hold.
Green, .2 seconds on/
.1 seconds off/
.7 seconds on/1 second
off
The monitored extension is in a connected call
and is receiving another call.
Table 2: Programmed Button Icons and LED Colors and Blink Patterns (Continued)
Icon Button LED Color and
Blink Pattern Description

Getting Started Configuring your BB424
1
ShoreTel BB424 User Guide 11
Configuring your BB424
The programmable buttons on your BB424 can be configured through the following methods:
If your ShoreTel administrator has granted you the necessary permissions, you can use your
phone interface to configure programmable buttons to dial an extension or external number.
Your ShoreTel administrator can assign a variety of special functions such as call monitoring or
silent coach to your programmable buttons. These functions are listed in Ta ble 3 on page 12.
To program buttons to dial a number:
1. On your IP485g phone, press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the navigation key to scroll to the Program buttons option.
4. With the Program buttons option highlighted, press the Edit soft key.
5. Press the BB424 button that you’d like to program.
6. Scroll to the Dial number option.
Orange, .5 seconds on/
.5 seconds off
Red, steady
The call is being recorded, and the recording
operation was initiated by pressing the
programmed button.
The call is being recorded, and the recording
operation was initiated through ShoreTel
Communicator and the recording mailbox is not
the user’s own mailbox.
Red, steady Whisper page mute is active.
When whisper page is active, the non-whisper
active call can be muted (whisper page mute).
The muted call shows this icon.
Note
Because the features that you can configure for programmable buttons are a small subset of what
your ShoreTel administrator can configure, take caution in programming a button that your
administrator has already configured for a different function. If you want to return the button to the
administrator’s configuration, you will need the administrator’s assistance.
Table 2: Programmed Button Icons and LED Colors and Blink Patterns (Continued)
Icon Button LED Color and
Blink Pattern Description

Getting Started Configuring your BB424
1
ShoreTel BB424 User Guide 12
7. With the Dial number option highlighted, press the Select soft key.
8. Enter the number that you want to program the button to dial.
9. Press the Next soft key.
10. Enter the label that you want displayed next to the button for that number.
11. Press the Done soft key.
12. Repeat steps 4-11 to program another button, or press the Exit soft key.
To clear programming for a button:
1. On your IP485g phone, press the Options soft key.
2. Enter your voicemail password, and press the OK soft key.
The Options menu opens.
3. Press the navigation key to scroll to the Program buttons option.
4. With the Program buttons option highlighted, press the Edit soft key.
5. Press the programmed button on your BB424 for which you want to remove the programmed
functionality.
6. Scroll to the Unused option.
7. With the Unused option highlighted, press the Select soft key.
8. To return to the Options menu, press the Exit soft key.
9. Press the Exit soft key.
Tip
If you’re programming a button to dial an external number, include the digit you would dial to get
an external line before entering the 10-digit number. (Example: 9-512-222-3333)
Table 3: Functions for Programmable Buttons
Feature Name Description
Agent Login If you are designated as an agent, you can use a programmed
button to log in as an agent.
Agent Logout If you are designated as an agent, you can use a programmed
button to log out of your agent.
Agent Wrap-Up If you are designated as an agent, you can use a programmed
button to put your agent into wrap-up status.

Getting Started Configuring your BB424
1
ShoreTel BB424 User Guide 13
Barge In You can join an in-progress call (“barge in”) as a conferenced
participant. This feature is useful for operators, executive
assistants, trainers, and workgroup supervisors.
Included in this feature are some visual cues such as LED
colors and a subset of simple icons that allow you to monitor
the extension to a limited extent.
Bridged Call
Appearance/Shared
Call Appearance
You can see call activity and interact with calls for another
extension. This bridged information, which provides more
detailed information than the Monitor Extension functionality,
offers faster call handling between users. The call appearance
button assigned to the targeted extension displays various
icons and LED colors and blink patterns according to the type
of call.
Call Move If you have additional phones (for example, a home phone
number or a mobile phone number), you can use a
programmed button to move a call from one phone to another.
For example, if you are participating in a conference call you
can move the call from your desk phone to a cell phone and
leave the office, without disrupting the conference call.
Centrex Flash If you work in a small office that uses a limited number of
analog Centrex lines, you can transfer a call to an external
number in such a way that it frees lines in your system rather
than occupying them with the transferred call.
Change CHM You can use a programmed button to change your phone to a
different call handling mode. The mode the phone switches to
depends on how your ShoreTel administrator has configured
the programmable button.
Change Default
Audio Path
You can use a programmed button to change your default
audio path to speaker, headset, or wireless headset,
depending on how your ShoreTel administrator has configured
it.
Conference Blind You can initiate a blind conference call.
Conference
Consultative
You can initiate a consultative conference call.
Conference
Intercom
You can initiate a conference between by using the intercom.
Dial Mailbox You can call another person’s voice mailbox directly without
ringing their phone.
Dial Number
(Speed Dial)
You can dial an extension or an external phone number.
Group Pickup You can answer an incoming call for an extension that is part
of a pickup group.
Table 3: Functions for Programmable Buttons (Continued)
Feature Name Description

Getting Started Configuring your BB424
1
ShoreTel BB424 User Guide 14
Hotline You can initiate a hotline call, which is a ringdown circuit that
connects to another number when you press the programmed
button. Your ShoreTel administrator can configure the call as
either a speed dial or an intercom connection.
Intercom You can talk to another user through an intercom connection.
Malicious Call
Trace
If you suspect a malicious call, you can initiate a sequence of
events to trace the call so that the source can be identified.
After pressing the programmed button, your phone plays an
audible tone to indicate that the malicious call trace process
has been initiated, and then call recording begins. Recording
is indicated with a beep that repeats every 15 seconds.
The system provider is notified through the PSTN of the
malicious nature of the call. This allows the system provider to
take action, such as notifying legal authorities.
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, LED colors, and blink patterns according to the type of
call. You might also be able to use the monitored extension
button to quickly dial that extension, depending on how your
ShoreTel administrator has configured the button.
Page You can access the overhead paging extension at your site.
Park You can park a call on another extension.
Park and Page You can park a call on another extension and then access the
overhead paging extension at your site.
Pickup You can pick up an incoming call for another extension.
Pickup Night Bell You can pick up a call from an extension that rings on an
overhead speaker. This feature can be convenient for off-
hours when a caller needs to speak with anyone at a site.
Pickup/Unpark You can pick up a parked call from another extension
Record Call You can record an active external call on your extension.
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 You can listen to and coach someone during a call without the
outside party hearing.
Table 3: Functions for Programmable Buttons (Continued)
Feature Name Description

Getting Started Configuring your BB424
1
ShoreTel BB424 User Guide 15
Silent Monitor You can silently monitor a call on another extension. You are
added to the existing call without being heard or seen by any
party. This feature is useful for users such as workgroup
supervisors.
Included in this feature are some visual cues such as LED
colors and a subset of simple icons that allow you to monitor
the extension to a limited extent.
Toggle Handsfree You can toggle between enabling or disabling handsfree
mode. When handsfree mode is enabled, dial tone is disabled
so that you can use a headset or speakerphone to answer or
make calls from your ShoreTel IP phone.
Transfer Blind You can initiate a blind transfer of a call. Depending on how
the programmed button is configured, pressing the button
does one of the following:
opens the Transfer to window so that you can enter an
extension or phone number you want to transfer the call to
transfers the call to a particular extension
transfers the call to an external phone number.
Transfer
Consultative
You can consult with another party before transferring a call to
that party. Depending on how the programmed button is
configured, pressing the button does one of the following:
opens the Transfer to window so that you can enter an
extension or phone number you want to transfer the call to
transfers the call to a particular extension and lets you
speak with the person before the call is transferred
transfers the call to an external phone number and lets you
speak with the person before the call is transferred
Transfer Intercom You can transfer an intercom call that you receive to a
designated extension.
Transfer To Mailbox You can transfer a call to a user’s voice mailbox.
Transfer Whisper You can communicate with the user of a configured extension
through the intercom before transferring a call to that
extension.
Unpark You can unpark a call that is parked or on hold on another
extension.
Table 3: Functions for Programmable Buttons (Continued)
Feature Name Description

Getting Started Configuring your BB424
1
ShoreTel BB424 User Guide 16
Whisper Page You can enter a call on another extension and speak to the
person without the other party hearing. The person can speak
back to you privately through the whisper page mute feature.
Whisper Page Mute If you receive a whisper page, you can press a programmed
button to speak privately to the person who is speaking to you
through the whisper page.
Table 3: Functions for Programmable Buttons (Continued)
Feature Name Description

CHAPTER
ShoreTel BB424 User Guide 17
2. Troubleshooting
This chapter provides information to help you diagnose and address problems with your BB424
devices. It contains the following information:
Minimum Phone Firmware ........................................................................................ 18
Viewing BB424 Information....................................................................................... 18
Rebooting Your BB424.............................................................................................. 18
Troubleshooting a BB424 that Does Not Power Up .................................................. 18

Troubleshooting Minimum Phone Firmware
2
ShoreTel BB424 User Guide 18
Minimum Phone Firmware
The BB424 will not power up unless the IP485g phone is at the proper minimum firmware level.
Viewing BB424 Information
You can view information about your BB424 device, such as its IP address, its position in your
sequence of BB424 devices, and its MAC address.
1. Press and hold the first and fourth page indicator buttons on the BB424 for three seconds.
The BB424 displays the Info menu with details about the BB424.
2. To advance to the next page of information, press the programmable button to the right of Next.
The second page of the Info menu is displayed.
3. To return the BB424 to normal operation, press the programmable button to the right of Exit.
The BB424 displays labels for your programmed buttons.
Rebooting Your BB424
If your ShoreTel administrator tells you to reboot your BB424 device, use this procedure.
1. Press and hold the first and fourth page indicator buttons on the BB424 for three seconds.
The BB424 displays the Info page.
2. To reboot your BB424, press the programmable button to the left of Reset.
The Reset button box confirmation page is displayed.
3. Press the programmable button to the left of Reset.
The BB424 reboots.
Troubleshooting a BB424 that Does Not Power Up
If one or more BB424s in your configuration do not power up, the button boxes might not be properly
connected to the phone or the power source. For details about connecting BB424s, see the ShoreTel
BB424 Quick Install Guide.