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Frequently Asked Questions

Frequently Asked Questions

Are there instruction manuals for my ShoreTel Phone?
Are there tutorials for my ShoreTel phone?
How do I setup Voicemail on my ShoreTel Phone?
How do I reset my passcode?
Why can’t I make an external call?
How do I access my voicemail from a phone other than my ShoreTel VoIP phone?
Can I have one number on multiple phones?
How can I request a Norfolk State University issued cell phone?


Are there instruction manuals for my ShoreTel phone?

Yes, each ShoreTel phone has a Quick Reference Guide and User Guide. Select the model of your ShoreTel phone from the list below for user manuals.

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Are there tutorials for my ShoreTel phone?

Yes, ShoreTel provides tutorials for all of its IP phones. Select the model of your ShoreTel phone from the list below for step-by-step tutorials.

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How do I setup Voicemail on my ShoreTel Phone?

To set-up your voicemail, simply log into your voicemail by:

  1. Do one of the following:
    • Press #.
    • Press the Voicemail button, and then press the Call VM soft key.
  2. At the audio prompt, enter your passcode, and then press #.

For additional information on the features and how to set up your voicemail, refer to the user guides and tutorials for your ShoreTel phone or contact Telecommunications Services at Telecommunuications@nsu.edu.

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How do I reset my passcode?

To reset your passcode, contact Telecommunications Services at Telecommunications@nsu.edu or submit an online Support Ticket to Client Services at Support Ticket.

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Why can’t I make an external call?

The ShoreTel phone must be programmed to make outside (external) calls. If you are unable to make an external call please contact Telecommunications Services at Telecommunications@nsu.edu.

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How do I access my voicemail from a phone other than my ShoreTel VoIP phone?

Logging into Voicemail from Another Extension

You can log into the voicemail system from another extension in your ShoreTel system, whether it is an IP phone or an analog phone.

  1. Do one of the following:
    • Press # while the phone is on hook.
    • Press # while the phone off hook with dial tone.
    • Press the Voicemail button. press the Call VM soft key.
  2. At the passcode prompt, press # and then enter your extension.

Logging in to Voicemail from an External Phone

  1. Dial the voicemail access number provided by your Telecommunications administrator.
  2. At the prompt, press # and then dial your extension.
  3. Enter your passcode, and then press #.

For additional information on the features and how to set up your voicemail, refer to the User Guides and Tutorials for your ShoreTel phone or contact Telecommunications Services at Telecommunuications@nsu.edu.

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Can I have one number on multiple phones?

No, you cannot have your number (profile) on multiple phones but you can log into or move your profile to another extension. Refer to the User Guide for your ShoreTel phone for information about logging into another extension or moving your extension to another phone. For additional help, contact Telecommunications Services at Telecommunications@nsu.edu.

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How can I request a Norfolk State University issued cell phone?

To request a Norfolk State University issued cell phone or for more information, complete the Cell Phone Justification Form and return to Monique Pinner, Telecommunications Manager at mpinner@nsu.edu

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