This is again a hard piece of information to find as most of the time you only get walked through this when talking to TAC. I found this written down in my IT journal. No idea why I haven’t posted it.
Resetting a phone to factory defaults is a good way to troubleshoot a phone that isn’t connecting or is messing up in various unexplained ways. Corrupt files being transferred from the FTP servers, network hiccups during start-up, power outages, caches not clearing and other issues can be resolved this way. TAC will usually make you do this when you have a screwed up phone before they recommend you warranty the phone.
Reset a ShoreTel Phone To Factory Defaults
Step 1 – Make sure the phone is not off hook, then press the mute button and release it. Nothing will happen.
Step 2 – Immediately dial the numbers “772667” and hit the pound key.
Note: If the keys make a noise and/or the numbers show up on the screen you’ve done it wrong and you’ll need to start over. Sometimes the phones don’t register the mute key press or if it’s really screwed up it might think it is off hook somehow.
Step 3 – Enter the phone password. This is usually 1234.
Some partners will change this in Director to keep their customers from messing up the phones. You can go change it back to whatever you want in Director and restart the phone. Unfortunately if the phone is screwed up it may not get this setting when rebooted. So it’s a good idea to know what this password is ahead of time.
Step 4 – The phone will reset into “KPD Mode”. Hit the mute button and dial “25327” and hit pound. You may or may not get a message here, but it should say “Clearing”.
Step 5 – Power cycle the phone.
The phone has now been cleared out and should re-download its settings from scratch so it may take a while to come back up. Please note that if you use the static IP method of phone configuration you’ll need to put all that stuff back in the phone.