29 User Guide ShoreTel IP Phone 480/480g
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
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.
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.