Mitel Single-Line Phone User Guide

MITEL
5000 Communications Platform (CP)
Single-Line Phone
Title space availble here. Title space availble here.
Title space availble here. Title space availble here.
Title space availble here. (Frutiger 57Cn 16pt)
User Guide
Single-Line Phone Quick Reference Guide
This guide provides information for frequently used features. For more information about these and other features,
refer to the user guide. For voice mail information, refer to the voice mail user guide for your system.
Commonly Used Feature Codes
Answering Calls
Contact your system administrator for more information
about system features.
Feature
391
Account Code – Optional
390
ACD Agent – Log In/Out
328
ACD Agent – Wrap-Up Terminate
329
Agent Help Request
375
Answer (Ringing Call)
351
Automatic Trunk Call Access – On/Off
360
Call Forward All Calls
355
Call Forward No Answer/Busy
358
372
Dynamic Extension Express – On/Off
364
Dynamic Extension Express Handoff
388
Hold – Individual
336
Hunt Group – Remove/Replace
324
Message – Delete Message
368
Message – Leave Message
367
Placing Internal (Intercom) Calls
1.
Lift the handset, and then dial the extension
number.
2.
If your call goes through handsfree to a phone’s
speaker, speak after you hear a double tone.
If you hear continuous ringing, wait for the call to
be answered.
Placing a Call on Hold
To place a call on hold, perform a hookflash, and
then dial 336. To return to the call, perform a
hookflash and dial 336.
Placing Emergency Calls
Dial the emergency number (911 U.S. or
999/112 Europe). The system immediately places
the emergency call as soon as you dial the
number, even if you do not select an outside line.
7
Program Station Passcode
392
Queue (Callback) Request
6
Record-A-Call
385
Redial
380
Remote Programming
359
Reverse Transfer (Call Pick-Up)
Dial the emergency number (911 U.S. or 999/112
Europe). The system immediately places the
emergency call as soon as you dial the number,
even if you do not select an outside line.
5
Do-Not-Disturb – On/Off
Page
Placing Emergency Calls
Code
Account Code – Following Calls
Conference
Lift the handset.
4
Ring Intercom Always On/Off
377
Routing Off
304
System Speed Dial
381
Station Speed Dial
383
Transfer to Hold
346
Transfer to Ring
345
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Placing External Calls
1.
Lift the handset and dial the Outgoing Call
feature code (8 is the default code).
2.
Dial the number.
Redialing External Numbers
Lift the handset and dial 380. The line is
automatically selected and the number is dialed.
Page iii
Transferring Calls to Other Extensions
1.
While on the call, perform a hookflash. You hear
two short tones.
2.
Dial an extension number.
If desired, wait for an answer and announce the
call.
3.
Hang up.
If the number is busy, there is no answer, or the
transfer is refused, hookflash twice to return to
the caller.
Forwarding Calls
1.
Lift the handset, and then enter one of the
following feature codes:
 355: Call Forward All Calls
 356: Call Forward If No Answer
 357: Call Forward If Busy
 358: Call Forward If No Answer/Busy
2.
3.
Dial an extension number, or select an Outgoing
line, and then dial the telephone number.
Retrieving Messages
When you lift the handset, you hear six quick
tones followed by intercom dial tone. Dial 365 to
automatically place a call to the station or
message center that left the message.
To Turn on Do-Not-Disturb
1.
Lift the handset, and then dial 370.
2.
Enter the default DND message number.
3.
Enter the optional second-line message text.
4.
Hang up.
Placing a Page Announcement
1.
Lift the handset, and then dial 7.
2.
Enter the page-zone number (0 to 9).
3.
After the tone, make your announcement, and
then hang up.
Responding to a Waiting Call
To respond to a waiting call, do one of the
following:
Hang up.
 End the call by hanging up. When the
waiting call rings, lift the handset to answer.
Placing Ad Hoc Conference Calls
(Internal)
1.
While on the first call, perform a hookflash, and
then dial 5.
2.
Place another call, and then hookflash, and then
dial 5.
3.
Perform another hookflash, and then dial 5 again
to join all of the calls together in the conference.
 Place the current call on hold.
Using Reverse Transfer
1.
Lift the handset, and then dial 4.
2.
Dial the extension or hunt group number where
the call is ringing or holding.
Placing Ad Hoc Conference Calls
(External)
1.
2.
While on the first call, perform a hookflash. You
hear two short tones.
Select an outgoing line and dial the number.
If desired, wait for an answer and announce the
call.
3.
Hang up.
If the number is busy, there is no answer or the
transfer is refused, hookflash twice to return to
the caller.
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Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Notice
This guide is released by Mitel Networks Corporation and provides information necessary to use single-line phones.
The guide contents, which reflect current Mitel standards, are subject to revision or change without notice.
Some features or applications mentioned may require a future release and are not available in the initial release.
Future product features and applications are subject to availability and cost. Some features or applications may
require additional hardware, software, or system administrator assistance.
For sales, service, or technical support, contact your local authorized provider:
Enter provider information above.
If you do not know the contact information for your local provider, use the “Partners” link at the top of the Mitel home
page (www.mitel.com) to find a location near you.
If you have any questions or comments regarding this user guide or other technical documentation, contact the
Technical Publications Department (USA) at:
tech_pubs@mitel.com
Mitel® is a registered trademark of Mitel Networks Corporation.
All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks
Corporation. All rights reserved.
© 2003–2011 Mitel Networks Corporation
Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or
promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse
any copyrighted component of this work in other works must be obtained from Mitel.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page v
Important Safety Instructions and Precautions
Remember the following safety guidelines when using the phone.
Programming Emergency Numbers
Make sure to do the following when programming emergency numbers and/or making test calls to emergency
numbers:
 Remain on the line and briefly explain to the dispatcher the reason for the call.
 Perform tests during off-peak hours such as early morning or late evenings.
Safety Notices
The following notices may appear on the product or in the technical documentation.
Notice
Description
Caution indicates a potentially hazardous situation which, if not avoided, may result in minor
or moderate injury and/or damage to the equipment or property.
Warning indicates a potentially hazardous situation which, if not avoided, could result in
death or serious injury.
Danger indicates an imminently hazardous situation which, if not avoided, will result in death
or serious injury.
The exclamation point within an equilateral triangle indicates that important operating and
maintenance (servicing) instructions are included in the literature accompanying the
product.
Maintenance and Repair
There are no user serviceable parts inside the phones. For repairs, return the phone to an authorized Mitel provider.
NOTE
Changes or modifications not expressly approved by Mitel may void the user’s right to operate the
equipment.
Product Disposal Instructions
This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with
other commercial or household waste at the end of its working life. For appropriate disposal and recycling instructions,
contact your local Mitel provider.
The Waste of Electrical and Electronic Equipment (WEEE) Directive (2002/96/EC) was established by the European Union to
minimize negative impact on the environment, control hazardous substances, and curtail landfill expansion by using the best
available recovery and recycling techniques.
Software Compatibility
Depending upon which software version your telephone system is using, some of the features included in this guide
may not be available for your phone. Check with your system administrator to see which software version your
telephone system currently uses and if there are any feature restrictions for your system.
Page vi
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Phone Usage
This equipment is not for connection to the telephone network or public coin phone service. It is only for use when
connected to Mitel systems.
WARNING
When using your phone equipment, basic safety precautions should always be followed to reduce the risk of fire,
electric shock and injury to persons, including the following:
 Do not use this product near water, for example, near a bath tub, wash bowl, kitchen sink or laundry tub, in a
wet basement, or near a swimming pool.
 Avoid using a phone (other than a cordless type) during an electrical storm. There may be a remote risk of
electric shock from lightning.
 Do not use the phone to report a gas leak in the vicinity of a leak.
 Do not connect directly to the Public Switched Telephone Network (PSTN). Any connection of this phone to an
off premise application, an out of plant application, any other exposed plant application, or to any equipment
other than the intended application may result in a safety hazard, and/or defective operation, and/or
equipment damage. “Exposed plant” means where any portion of the circuit is subject to accidental contact
with electric lighting or power conductors operating at a voltage exceeding 300 volts between conductors or is
subject to lightning strikes.
 The socket outlet, if used, shall be located near the equipment and shall be easily located by the user.
 Use only Mitel approved power adaptors.
 The handset supplied with the phone is not certified for use with any other phone. Use of the handset with any
other phone may have the potential to cause hearing loss in the event of a lighting strike on the outside plant
wiring.
Regulatory Approvals
For regulatory information (for example, FCC approvals), see the manufacturer’s regulatory information included with
your phone.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page vii
Contents
Contents
Getting Started
1
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Things to Know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Returning to Default Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Default Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Outside Line Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Activating Door Relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Answering and Placing Calls
7
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Answering Waiting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Placing Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Placing Internal Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Requesting a Callback (Queuing the Phone). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Placing External Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Storing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dialing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting Station Speed-Dial Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Features
10
10
10
10
11
Using Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Using Off-Hook Voice Announce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Transferring Calls to Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Transferring Calls to External Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Using Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page ix
Contents
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Using Dynamic Extension Express . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Using the Handoff - Push/Pull Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Receiving Message Waiting Indications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Placing Ad Hoc Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dropping Out of a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Ending a Conference and Placing all Parties on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Using Meet-Me Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Conference Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Setting Up a Meet-Me Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Joining a Meet-Me Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Dropping Out of a Meet-Me Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Putting a Meet-Me Conference on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Transferring a Meet-Me Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using Configuration Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Changing Your Station Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Accessing Configuration Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Changing the Dynamic Extension Express Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Changing the DND Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Changing the Manual Call Forwarding Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Managing Meet-Me Conferencing Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Changing the Dynamic Extension Express Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Changing the DND Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Changing the Manual Call Forwarding Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Changing Your Station Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Messages
29
Using Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Leaving Messages at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Retrieving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Canceling Messages Left at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Paging Other System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
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Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Contents
Hunt Groups
33
Hunt Group Calls Enabled/Disabled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Logging in to ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Logging out of ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Stopping the ACD Hunt Group Wrap-up Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Index
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
37
Page xi
Getting Started
Getting Started
Welcome
The instructions in this guide are for using the single-line phone. The Quick Reference Guide
located at the beginning of this user guide is an overview of frequently used features.
Your phone should be powered on and ready to use. If you have any questions on the operation
of your phone, contact your system administrator for assistance.
Because a variety of voice mail products work with the Mitel 5000 Communications Platform
(CP), this guide does not include voice mail instructions. For voice mail instructions, refer to the
voice mail user guide for your system. For example, refer to the Enterprise Messaging, Unified
Voice Messaging, and Embedded Voice Mail Card User Guide, part number 835.3205, or the
Mitel NuPoint Unified Messaging User Guide on the Mitel Web site (http://edocs.mitel.com).
Contact your system administrator for more information about your voice mail system.
NOTE
Because many phone features can be programmed to perform various tasks,
some features may work differently than the descriptions in this guide. Contact
your system administrator for more information.
Things to Know
Your single-line phone and telephone system come equipped with many features. To help you
understand what everything means, read the following information before you use your phone:
 Your telephone system may be programmed for one or two dial tones. Systems with two
dial tones have one for intercom calls and one for outside calls.
 Many features “time out” if you wait too long before performing the next step. If this
happens, you must hang up and start over.
 If you hear four fast tones or repeating fast tones, you have done one of the following:
o
Pressed an invalid button combination
o
Tried to select a restricted line
o
Dialed a restricted or invalid number
o
Dialed too slowly between digits
o
Waited too long before performing the next step.
Hang up and try again.
 “Off-hook” means that the handset is lifted. “On-hook” indicates that the handset is in the
cradle. For example, you must first go “off-hook” to make a call, but you must go “on-hook”
to end a call.
 Some instructions require you to perform a “hookflash,” which is a quick hang up and
release.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 1
Getting Started
Contact Information
Your system administrator can help you with items such as changing your settings or modifying
phone features. System administrator duties include:
 Adding new user accounts.
 Setting the date and time.
 Programming System Speed-Dial numbers.
 Making system changes, such as changing user names and extension numbers.
Contact your system administrator with questions that are not covered in this user guide If you
need further assistance, you can find provider information on the Mitel Web site at
www.mitel.com. All sales, service, and support are coordinated at the local level.
Returning to Default Operation
You can return your phone to default levels at any time. This feature cancels Do-Not-Disturb,
manual call forwarding, and queue requests and restores hunt group calls and system
forwarding all at once.
To return your phone to default:
Lift the handset, and then dial 394.
Page 2
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Getting Started
Default Access Codes
The following are default system access codes. If your system uses different codes, record the
codes in the “New Code” column for reference.
Outside Line Access Codes
Code Type
Emergency Call
Code
New Code
911 (999/112 Europe)
Outgoing Call (Default)
8
Select Line Group 1 to 208
92001 to 92208
Automatic Route Selection
92000
Extension Numbers
Code Type
Attendant
Code
New Code
0
Phone Extensions
1000 to 1999
Hunt Groups
2000 to 2299
Default Feature Codes
The following table lists default feature codes.1 If your system administrator changes any of the
default codes, you can record the new codes for reference in the “New Code” column.
Feature
Page
Code
Account Code – Follow Calls
5
391
Account Code – Optional
5
390
ACD Agent – Log In
33
326
ACD Agent – Log In or Log Out
33
328
ACD Agent – Log Out
33
327
ACD Agent – Wrap-up Terminate
34
329
Activate Door Relay
5
332
Agent Help – Reject
35
376
Agent Help – Request
35
375
Answer Ringing Call
7
351
Automatic Trunk Answer
13
350
Call Forward – All Calls
13
355
Call Forward – If Busy
13
357
Call Forward – If No Answer
13
356
Call Forward – No Answer/Busy
13
358
1.
New Code
These features shown may or may not be enabled for your system.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 3
Getting Started
Feature
Page 4
Page
Code
Conference
17
5
Default Station
2
394
Do-Not-Disturb
30
370
Do-Not-Disturb – Cancel
30
371
Do-Not-Disturb – On and Off
30
372
Do-Not-Disturb – Override
30
373
Dynamic Extension Express On
17
363
Dynamic Extension Express Off
17
362
Dynamic Extension Express On/Off
17
364
Dynamic Extension Express Handoff
17
388
Hold – Individual
11
336
Hunt Group – Remove/Replace
33
324
Message – Cancel Left Message
30
366
Message – Delete Message
30
368
Message – Leave Message
29
367
Page
30
7
Page Receive – On and Off
30
325
Program Station Passcode
25
392
Queue (Callback) Request
8
6
Record-A-Call
20
385
Redial
9
380
Remote Programming
25
359
Reverse Transfer (Call Pick-Up)
12
4
Ring Intercom Always – On and Off
11
377
Station Speed Dial
10
383
System Forward – On and Off
13
354
System Speed Dial
10
381
Transfer To Hold
12
346
Transfer To Ring
12
345
New Code
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Getting Started
Using Account Codes
If your telephone system is programmed to use the Station Message Detail Recording (SMDR)
feature, you may be required to enter account codes when placing a call. Account codes record
information for telephone record reports. You may be required to enter account codes when
placing calls. Contact your system administrator for more information about using account
codes.
There are three types of account codes:
 Standard account codes: Automatically entered into the telephone record report
whenever you place a call.
 Forced account codes: Entered before you can place an outside call.
 Optional account codes: Entered at any time during a call.
To enter an optional account code:
1.
Perform a hookflash, and then dial 390.
2.
Enter the optional account code. If the optional account code is not immediately
accepted, press #.
To set an account code for all calls placed from your phone:
Lift the handset, dial 391, and then the account code. If the account code is not
immediately accepted, press #. This code is used for all calls made from your phone until
it is disabled.
To disable the code:
Lift the handset, dial 391, and then press #.
Activating Door Relay
If the Activate Door Relay feature is enabled, you can unlock a door (i.e., “buzz” it open)
through your IP phone.
You can enter the Activate Door Relay feature code while idle or while on a call. This allows you
to activate the feature while talking to a communications device mounted at the door without
first having to hang up. When activated while on a call, the feature will not affect the call in
progress.
To unlock a door:
While idle or while on a call, dial 332. The door is unlocked.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 5
Answering and Placing Calls
Answering and Placing Calls
With your single-line phone you can make and receive internal (intercom), external, and
emergency calls. The following sections describe how to answer and place calls and how to use
related features.
NOTES
Single-line phones sometime require you to perform a hookflash (a quick
hang-up and release) as part of the instructions for using the feature.
A “Hookflash” is known as a “Recall” in Europe.
Answering Calls
Extension numbers allow people in your telephone system to place internal calls easily without
dialing any extra codes.
NOTE
Ask your system administrator for a list of extensions.
To answer a call:
Lift the handset.
To place an internal call:
1.
Lift the handset, and then dial an extension number.
2.
If your call goes through handsfree to a phone’s speaker, listen for the double tone and
then speak.
If you hear continuous ringing, wait for the call to be answered.
The telephone system allows you to place a non-handsfree call that will override handsfree
mode on the extension you are calling. If you use the Ring Intercom Always feature to always
send non-handsfree calls, the called party must pick up the handset to answer the call.
To place a non-handsfree call that will ring at the other phone until answered:
Press # before dialing the extension number.
To program your phone to always send non-handsfree calls using the Ring Intercom
Always feature:
Lift the handset, and then dial 377.
Answering Waiting Calls
If you receive a call while you are on another call, you hear a “call waiting” tone.
To answer a waiting call:
When you hear a single tone, do one of the following:
 End the current call by hanging up. When the waiting call rings, lift the handset to answer.
 Place the current call on hold (see “Placing Calls On Hold” on page 11). You are
automatically connected to the waiting call.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 7
Answering and Placing Calls
Placing Calls
The following instructions describe how to place calls and related features.
Placing Emergency Calls
To place an emergency call:
Dial the emergency number (911 U.S. or 999/112 Europe). The system immediately places the
emergency call as soon as you dial the number, even if you do not select an outside line.
Placing Internal Calls
Internal calls are calls placed to other system extensions. Contact your system administrator for
a list of extension numbers.
To place an internal call:
1.
Lift the handset, and then dial the extension number.
2.
If your call goes through handsfree, listen for the double tone, and then begin to speak
(see “Answering Calls” on page 7).
If there is no answer or if the extension is busy, you can do the following:
 Request a callback (queue). See “Requesting a Callback (Queuing the Phone)” below.
 Leave a message. See “Leaving Messages at Other Extensions” on page 29.
Requesting a Callback (Queuing the Phone)
When you request a callback (queue the phone), the system automatically calls to connect you
to the extension when it becomes available.
To request a callback:
If there is no answer or if the extension is busy, perform a hookflash, dial 6, and then
hang up. When the extension becomes available, your extension rings.
To cancel the callback request:
Lift the handset, and then press 6.
Placing External Calls
The following sections describe features used when placing external calls.
To place an external call:
1.
Lift the handset and dial the Outgoing Call access code (8 is the default code).
2.
Dial the number.
NOTES
If you hear a single progress tone, you must dial an account code before you can
place your call (see “Using Account Codes” on page 5).
Depending on system configuration, you may also be able to use one of the following methods
to select an outgoing line:
 Enter the Select Line Group feature code. The default codes are 92001 to 92208.
 Enter the Automatic Route Selection (ARS) feature code. The default code is 92000.
Contact your system administrator for more information about using Select Line Group or ARS
access codes.
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Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Answering and Placing Calls
Redialing a Number
You can quickly redial the last external number dialed. Although most phones are programmed
to redial the last number dialed, your system administrator can program your phone to redial the
last number saved. You cannot redial extension numbers.
To use Redial:
Lift the handset, and then dial 380. The system automatically selects a line and dials the
number.
To use the Last Number Saved feature:
 To save the last number dialed: Lift the handset, and then dial 380.
 To redial the saved number: After selecting a line, perform a hookflash, and then dial 380.
The number is redialed automatically.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 9
Answering and Placing Calls
Using Speed Dial
You can use speed dial to quickly dial stored phone numbers. Speed-dial numbers are either
stored in the system (System Speed Dial), or in your phone (Station Speed Dial) and are
identified by a location number. Once programmed, you can quickly dial these numbers by
entering a feature code and dialing the desired location number.
Using System Speed Dial
Your system administrator assigns Speed Dial location numbers, which are available to anyone
in the system. Contact your system administrator for more information.
To Dial System Speed-Dial numbers:
1.
Lift the handset and select an outside line.
2.
Perform a hookflash, and then dial 381.
3.
Dial the speed-dial location (000 to 999 or 0000 to 4999).
Using Station Speed Dial
You can use Station Speed Dial to store up to 10 phone numbers for your personal use. Other
system users do not have access to your Station Speed-Dial numbers.
Storing Station Speed-Dial Numbers
You can store up to 10 Station Speed-Dial numbers.
To store a Station Speed-Dial number:
1.
Lift the handset, and then dial 383.
2.
Dial the location (0 to 9) to be programmed.
3.
Dial the extension or telephone number to be stored.
NOTE
4.
You cannot use hyphens or colons in the telephone number. If desired, you
can perform a hookflash once to enter an asterisk (*), twice for a pound (#),
three times for a hookflash, or four times for a pause.
Hang up.
NOTE
To dial outside telephone numbers without first selecting an outgoing line,
enter the Outgoing Call access code (8 is the default code), before dialing
the outside telephone number.
Dialing Station Speed-Dial Numbers
To dial a Station Speed-Dial number:
1.
Lift the handset. If you are placing an outside call, select an outgoing line.
2.
Perform a hookflash, and then dial 382.
3.
Dial the desired location (0 to 9).
Deleting Station Speed-Dial Entries
To delete a Station Speed-Dial entry:
Page 10
1.
Lift the handset, and then dial 383.
2.
Enter the speed-dial location (0 to 9).
3.
Enter a hookflash, and then hang up.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Call Features
The following sections describe call-related features.
Using Ring Intercom Always
The telephone system allows you to place a non-handsfree call that will override handsfree
mode on the extension you are calling. If you use the Ring Intercom Always feature to always
send non-handsfree calls, the called party must pick up the handset to answer the call.
To place a non-handsfree call that will ring at the other phone until answered:
1.
Before you enter the extension number, press #.
2.
Dial the extension number.
To program your phone to always send non-handsfree calls using the Ring Intercom
Always feature:
Lift the handset, and then dial 377.
Using Off-Hook Voice Announce
Off-Hook Voice Announce1 allows you to talk to the phone user on his or her handsfree
speakerphone, even though the user already has a call in progress on the handset. This feature
is not available if your phone has the Ring Intercom Always feature enabled.
To use Off-Hook Voice Announce:
1.
Do not hang up. After the busy signal stops, you are automatically connected and may
speak.
2.
If you hear music or if the phone is in Do-Not-Disturb (DND) mode, your off-hook voice
announce call will not go through.
Placing Calls On Hold
To place a call on hold:
1.
Perform a hookflash, and then dial 336.
2.
Hang up or place another call.
To return to a call that is on hold:
1.
1.
Lift the handset or perform a hookflash.
2.
Dial 336.
This feature may or may not be enabled for your system.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 11
Call Features
Transferring Calls
You can transfer calls to other extensions or external numbers.
Transferring Calls to Other Extensions
To transfer a call to another extension:
1.
While on the call, perform a hookflash. You hear two short tones.
2.
Dial an extension number.
If desired, wait for an answer, and then announce the call.
3.
Hang up.
If the number is busy, there is no answer, or the transfer is refused, hookflash twice to
return to the caller.
Transferring Calls to External Numbers
To transfer a call to an external number:
1.
While on the call, perform a hookflash. You hear two short tones.
2.
Select an outgoing line, and then dial the number.
If desired, wait for an answer, and then announce the call.
3.
Hang up.
If the number is busy, there is no answer, or the transfer is refused, hookflash twice to
return to the caller.
Using Reverse Transfer
You can use Reverse Transfer (Call Pick Up) to answer calls that are ringing or holding at other
extensions. For example, if you receive a call while you are away from your desk, you can pick
up the call from another extension.
NOTE
If the Group Call Pickup feature is enabled, you can pick up a call ringing at any
station in a hunt group by dialing the hunt group’s extension number.
To use Reverse Transfer:
Page 12
1.
Lift the handset, and then press 4.
2.
Dial the extension or hunt group number where the call is ringing or holding. The call is
transferred to the phone you are using, and you are connected to the caller. See “Hunt
Groups” on page 33.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Forwarding Calls
You can use Manual Call Forwarding or System Forwarding to forward calls.
Manual Call Forwarding
You can use Manual Call Forwarding to send incoming calls to another extension or external
number. The following table describes Manual Call Forwarding options.
Call Forward Feature
Description
Code
Call Forward All Calls
All incoming calls are forwarded without
ringing at your phone.
355
Call Forward If No
Answer
All incoming calls are forwarded if not
answered. (The timer is set by the
system administrator.)
356
Call Forward If Busy
When your phone is busy, all incoming
calls are forwarded without ringing.
357
Call Forward If No
Answer/Busy
All incoming calls are forwarded if your
phone is busy or if you do not answer.
358
To use Manual Call Forwarding:
1.
Lift the handset, and then dial one of the feature codes from the table above.
2.
Dial the extension number, or select an outgoing line, and then dial the telephone
number.
To cancel a Call Forwarding request:
Do one of the following:
1.
Lift the handset, and then dial any of the call forwarding feature codes from the table
above.
2.
Hang up.
System Forwarding
System Forwarding allows your system administrator to route calls based on the type of call and
the idle or busy status of your phone. You cannot program the System Forward destination. You
can only turn it on or off. Contact your system administrator for more information.
To turn System Forwarding on or off:
Lift the handset, and then dial 354.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 13
Call Features
Using Dynamic Extension Express
When you enable Dynamic Extension Express (DEE) on your IP phone, your incoming calls are
automatically routed to one or more preprogrammed associated destinations according to the
routing steps programmed for you.
Typically, your desk phone is configured to be your main extension. You may be programmed
for up to ten associated destinations including: softphone, home IP phone, voice mail, mobile
phone, home phone, desk phone 2, mobile phone 2, softphone 2, home IP phone 2, and home
phone 2.
Your desk phone, softphone, home IP phone and voice mail extensions are already
programmed in the system, so your system administrator can easily include them in your routing
steps. To include your mobile and home phone numbers in your routing steps, you will need to
provide these numbers to your system administrator.
To enable Dynamic Extension Express:
1.
Lift the handset, and then dial 363 or 364.
2.
Hang up.
To disable Dynamic Extension Express:
1.
Lift the handset, and then dial 362 or 364.
2.
Hang up.
To answer a call routed to your mobile or home phone:
1. Answer the call when it rings your phone. After you speak, the Dynamic Extension
Express prompt is played.
2. Do one of the following:
 Press # to accept the call.
NOTE
You do not need to wait for the prompt to accept the call. You can
accept the call immediately by pressing the # button.
 Press * to send the call to the voice mailbox associated with your main extension
(not your mobile phone or home phone voice mailbox). If you do not have a voice
mailbox, the “Press *...” prompt is not played and the call is routed to your main
extension.
If you hang up, the call continues to follow your programmed routing steps.
When you enable Dynamic Extension Express, your incoming calls are routed as specified by
the routing type programmed for you by your system administrator. The table below provides
descriptions for the default routing types.
Routing Type
Description
Mobile Twinning
Calls simultaneously ring your desk phone and mobile phone, before
going to voice mail.
Delayed Mobile
Twinning
Calls ring your desk phone first, and then ring both your desk phone and
mobile phone, before going to voice mail.
Check with your system administrator to see which routing type has been programmed for you.
Your administrator can modify these routing types by adding or removing routing steps, adding
or removing destinations, and changing the ring timers, if required.
To ensure that calls are routed correctly to your mobile and home phones, inform your system
administrator if either of these phone numbers change.
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Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
The following call types do not follow Dynamic Extension Express:
 Hunt group calls
 Hunt group announcement/overflow calls
 Transfer recalls, Hold recalls, Conference recalls, and Attendant recalls
NOTE
A recall occurs when a feature cannot be completed or the feature times out,
and the call returns to the originating extension. For example, a holding call
will recall the extension where it was placed on hold when the hold timer
expires.
Using the Handoff - Push/Pull Feature
Dynamic Extension Express also includes the Handoff feature, which includes the following
functions:
 Push: The Handoff “push” function allows you to move an active call from any of your
internal associated destinations (unless that destination is a 5610 Cordless Handset or a
UC Express SIP Softphone) to an associated destination without disconnecting audio. The
push function is useful if you are leaving the work area, but want to remain connected to
an active call.
 Pull: The Handoff “pull” function allows you to pull a call that was previously routed to your
mobile or home phone back to any of your internal associated destinations (unless that
destination is a 5610 Cordless Handset or a UC Express SIP Softphone). The pull function
is useful if you answer a call on your mobile phone and then return to your desk.
To use the Dynamic Extension Express – Handoff “push” feature:
1. While on an active call at your phone, perform a hookflash, and then dial 388. The call
rings all of your associated destinations (except voice mail).
2. Answer the call at one of your associated destinations. For mobile and home phones,
press # to accept the call.
To use the Dynamic Extension Express – Handoff “pull” feature:
While on an active call on an associated destination device, lift the phone handset and
dial 388. A confirmation tone is played and the call is pulled back to your phone.
NOTE
If you enter the handoff feature code (388) and hear reorder tone, the call cannot be
handed off.
To cancel the Dynamic Extension Express – Handoff feature:
While the handoff is in-progress, perform a hookflash, and then dial 388.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 15
Call Features
Receiving Message Waiting Indications
If your main extension receives a message waiting indication (MWI) from voice mail or the
system’s station messaging feature, the MWI is propagated (as applicable) to your other internal
associated destinations. If any of your internal associated destinations responds to the MWI,
then the MWI is cleared on all of them. Note that if any destination other than your main
extension receives an MWI, it will not propagate to the other internal destinations. The MWI has
to originate on your main extension.
If enabled, the system can send a text message to your mobile phone to indicate that your main
system extension has received a new station message or voice mail message.
Here is an example of an e-mail message generated by a station message:
You have a message from <Username> at extension <Extension>.
Callback: <Auto Attendant Number>
Here is an example of an e-mail message generated by a voice mail message:
You have a new voice mail message for mailbox number <Mailbox Number>.
Callback: <Voice Mail Notification and Retrieval Number>
You can use the callback number to easily call back into the system and speak to the
messaging party or retrieve your voice mail message. Check with your administrator if you
would like to take advantage of this feature.
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Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Placing Ad Hoc Conference Calls
You can place a Ad Hoc2 conference call with up to three internal or external parties (for a total
of four parties, including yourself).
To place a conference call:
1.
While on a call, perform a hookflash, and then dial 5.
2.
Place another call, then hookflash and dial 5. (If necessary, repeat this step to place one
more call on hold.)
3.
Perform a hookflash, and then dial 5 again to join all of the calls together in the
conference.
Dropping Out of a Conference
You can drop out of a conference and return to the conference later.
To drop out of a conference:
Perform a hookflash and hang up. This removes your phone from the conference, but
leaves the other parties connected. To return to the conference, lift the handset, and then
dial 5.
Ending a Conference and Placing all Parties on Hold
You can end a conference and place all conference parties on Individual Hold, allowing you to
toggle between the held parties and speak to one party at a time.
To place a call on hold:
1.
Perform a hookflash, and then dial 336.
2.
Hang up or place another call.
To return to a call that is on hold:
2.
1.
Lift the handset or perform a hookflash.
2.
Dial 336.
The traditional conferencing feature that has always been available on the 5000 CP has been renamed as Ad Hoc
Conferencing to differentiate it from the Meet-Me Conferencing feature introduced in v5.0 (see page 18).
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 17
Call Features
Using Meet-Me Conferencing
The Meet-Me Conferencing feature allows up to eight internal and/or external callers to dial into
a conference instead of being manually added by an internal user, as is the case when using
the system’s traditional “ad hoc” conferencing method. (See page 17 for details on using the
traditional Ad Hoc Conferencing method.)
Note that unlike an Ad Hoc Conference, a Meet-Me Conference can consist entirely of outside
parties; an internal system user does not have to be present. Also note that the traditional Ad
Hoc Conferencing feature is still available for use even when Meet-Conferencing is licensed
and enabled. Both conferencing types are available for use as needed.
Many existing system features that work with the traditional Ad Hoc Conferencing method (such
as Record-A-Call, transferring a conference, placing a conference on hold, etc.) also work with
the Meet-Me Conferencing method.
Conference Assistant
Conference Assistant is a voice-guided application that allows you to initiate or join a Meet-Me
Conference by dialing the extension number assigned to the Conference Assistant and then
entering the proper access code. If you enter an invalid access code, the Conference Assistant
prompts you to try again. The Conference Assistant also lets you know if there are no
conferencing circuits available or if the conference is already at capacity.
Access Codes
If Meet-Me Conferencing is enabled for your system, you have the ability to initiate or join a
Meet-Me Conference by dialing the Conference Assistant and entering a valid access code.
Access codes are typically generated to match each user’s extension number, so that each user
has their own personal access code for establishing Meet-Me Conferences.
In addition to the personal access code that may match your extension, you can also use the
Configuration Assistant application to create conferences with unique system-generated access
codes. (See page 21 for details.)
Setting Up a Meet-Me Conference
You can set up a Meet-Me Conference using either your personal access code or a systemgenerated access code. (See the previous section for more information on access codes.)
To set up a Meet-Me Conference using a personal access code:
1.
Tell all intended conference participants to call the Conference Assistant at an agreedupon time and use your extension number as the access code to join the conference.
2.
Follow the instructions for “Joining a Meet-Me Conference“ on page 19.
To set up a Meet-Me Conference using a system-generated access code:
Page 18
1.
Generate a Meet-Me Conference access code through the Configuration Assistant
application (see page 24).
2.
Tell all intended conference participants to call the Conference Assistant at an agreedupon time and use the system-generated number as the access code to join the
conference.
3.
Follow the instructions for “Joining a Meet-Me Conference“ on page 19.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Joining a Meet-Me Conference
You can join a conference with up to seven internal and/or external parties (for a total of eight
parties, including yourself).
To join a Meet-Me Conference:
1.
Dial (or ask to be transferred to) the Conference Assistant extension number. (See your
administrator if you do not know the extension number.) You hear: “Welcome to the
Conference Assistant. Enter an access code, and then press Pound (#). To cancel,
press Star (*).”
2.
Enter the appropriate access code for the Meet-Me Conference you wish to join (see
“Access Codes“ on page 18). Note the following:
 If you enter an invalid access code, the Conference Assistant prompts you to try
again.
 If there are no conferencing resources available, or if the maximum number of
allowed parties has already been reached, you hear: “All circuits are busy. Please
try again later.” Hang up and try again later.
3.
Once connected, you can talk with other parties who join the conference. (Your phone
shows the name of the conference [if available], the total conference duration, and the
number of parties connected to the conference.) Note the following:
 If you are the first person in the conference, you hear: “You are the first person in
this conference. Please stay on the line.” You then hear music until another caller
joins the conference or you hang up.
 As other parties join or leave the conference, you hear a tone to signal the change.
 If the conference contains only external callers, the Conference Assistant will
prompt the participants to extend the conference after a period time. If no one
presses a digit to extend the conference, the system terminates the conference.
Dropping Out of a Meet-Me Conference
You can leave a conference and still leave the other parties connected.
To exit a Meet-Me Conference:
Hang up. The other parties in the conference remain connected.
Putting a Meet-Me Conference on Hold
You can put a conference on hold at your phone (the other parties remain connected) and then
later return to the conference.
To put a Meet-Me Conference on Hold:
During the conference, press the Hold button.
To return to the Meet-Me Conference:
Lift the handset or press the Speaker button, and then press the Hold button.
Transferring a Meet-Me Conference
You can remove yourself from a conference and transfer it to another party.
To transfer a Meet-Me Conference to another extension:
1.
During the conference, press the Transfer button, and then dial the extension number.
2.
Announce the conference (if desired), and then hang up. CONFERENCE TFR from
<name> appears on the called party’s display.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 19
Call Features
Using Record-A-Call
If your telephone system is equipped with a voice processor (voice mail), you may have access
to the Record-A-Call feature. If so, you can record an ongoing call as a mailbox message. You
can then retrieve the message just as you would any other mailbox message.
NOTE
The Record-A-Call feature remains active after the other party hangs up. This
allows you to append the recorded call with your own message.
To use the Record-A-Call feature while on a call:
1.
Perform a hookflash, and then dial 385.
2.
If required, dial the desired mailbox number. (Your phone may be programmed to select
the mailbox, or you may be required to dial it.)
You hear a confirmation tone when the Record-A-Call feature is activated.
To turn off Record-A-Call:
Do one of the following:
 Perform a hookflash, and then dial 385.
 Hang up.
Page 20
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Using Configuration Assistant
If Configuration Assistant is enabled for your system, you can access this voice guided
configuration portal that provides easy-to-use, remote access to the following phone
configuration options:
 Dynamic Extension Express (see page 22)
 DND (see page 23)
 Manual Call Forwarding (see page 23)
 Meet-Me Conferencing (see page 24)
NOTE
You need a Configuration Assistant extension number to use this feature. Contact
your system administrator for more information.
Changing Your Station Passcode
Before using Configuration Assistant, Mitel recommends that you change your default station
(phone) passcode to something more secure.
To change your station passcode:
1.
Lift the handset, and then dial 392.
2.
Enter your current passcode (the default passcode is your extension number), followed
by #.
3.
Enter the new passcode followed by #. You hear a confirmation tone.
4.
Enter the new passcode again followed by #. You hear a confirmation tone.
To change the passcode from another phone, see “Changing Your Station Passcode” on
page 27.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 21
Call Features
Accessing Configuration Assistant
Follow the instructions below to access Configuration Assistant.
To access Configuration Assistant:
1.
Access the Configuration Assistant extension number from inside or outside the system
by:
 dialing it from any phone in the system.
 being transferred to it.
 dialing it from automated attendant, voice mail, or DISA.
2.
Do one of the following:
 If calling from your main desktop phone, proceed to step 3.
 If calling from someone else’s main desktop phone that is designated as a
Configuration Assistant user, press the Star button (*), and then enter your
extension number.
 If calling from a phone that is not designated as a Configuration Assistant user,
enter your extension number.
 If transferred to Configuration Assistant or if calling Configuration Assistant from
outside the system, enter your extension number.
3.
Enter your station passcode, and then press #. You may now change the settings for any
of the following features:
 Dynamic Extension Express (see below)
 DND (see page 23)
 Manual Call Forwarding (see page 23)
 Meet-Me Conferencing (see page 24)
Changing the Dynamic Extension Express Settings
NOTE
This feature is available only if the authenticated extension is identified as a
Dynamic Extension Express (DEE) user. See “Using Dynamic Extension Express”
on page 14 for more information.
To change the DDE settings using Configuration Assistant:
1.
Access Configuration Assistant as described in “Accessing Configuration Assistant” on
page 22.
2.
Follow the voice prompts to change your DEE status (on or off) or program a mobile
phone number. When this option is selected, Configuration Assistant first states whether
DEE is currently enabled or not (for example, “Dynamic extension is enabled”), and then
offers the following DEE functions:
 Enable (only if DEE is disabled)
 Disable (only if DEE is enabled)
 Program mobile phone number [you do not have to enter the Outgoing feature
code (8)]
3.
Page 22
Hang up, or press the Star button (*) to return to the main menu.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Changing the DND Settings
See “Using Do-Not-Disturb (DND)” on page 69 for more information about using DND.
To change the DND settings using Configuration Assistant:
1.
Access Configuration Assistant as described in “Accessing Configuration Assistant” on
page 22.
2.
Follow the voice prompts to change your DND status (on or off). There is no option to
provide a specific DND status message. When this option is selected, Configuration
Assistant first states whether DND is currently enabled or not (for example, “Do-NotDisturb is currently disabled”), and then offers the following DND functions:
3.
o
Enable (only if DND is disabled)
o
Disable (only if DND is enabled)
Hang up, or press the Star button (*) to return to the main menu.
Changing the Manual Call Forwarding Settings
See “Manual Call Forwarding” on page 13 for more information about Manual Call Forwarding.
To change the Manual Call Forwarding settings using Configuration Assistant:
1.
Access Configuration Assistant as described in “Accessing Configuration Assistant” on
page 22.
2.
Follow the voice prompts to change your manual call forwarding status (on or off). There
is no option to provide a specific call forwarding condition, such as no answer or busy.
When this option is selected, Configuration Assistant first states whether call forwarding
is currently enabled or not (for example, “Call Forwarding is enabled”) and then offers
the following forwarding functions:
 Forward calls to voice mail
 Forward calls to an internal extension number
 Forward calls to an external phone number [you do not have to enter the Outgoing
feature code (8)]
 Disable (only if Call Forwarding is enabled)
3.
Hang up, or press the Star button (*) to return to the main menu.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 23
Call Features
Managing Meet-Me Conferencing Access Codes
See “Using Meet-Me Conferencing” on page 18 for more information about Meet-Me
Conferencing.
NOTES
This feature is available only if Meet-Me Conferencing is enabled on your phone
system.
While using Configuration Assistant options, you can press the Star button (*) any
time you wish to cancel the current operation and return to the main menu.
To create a new Meet-Me Conference access code:
1.
Access Configuration Assistant as described in your existing phone user guide.
2.
Follow the voice prompts to select the conference option, and then select the option to
create a new conference access code. Configuration Assistant states your new access
code.
3.
Hang up, or press * to return to the main menu.
To delete an existing Meet-Me Conference access code:
1.
Access Configuration Assistant as described in your existing phone user guide.
2.
Follow the voice prompts to select the conference option, and then select the option to
delete an existing conference access code. Configuration Assistant prompts you for the
access code you wish to delete.
3.
Enter the access code, and then press #. If you enter an access code that does not
exist, Configuration Assistant prompts you to enter another access code.
4.
Hang up, or press * to return to the main menu.
To list all of your existing Meet-Me Conference access codes:
1.
Access Configuration Assistant as described in your existing phone user guide.
2.
Follow the voice prompts to select the conference option, and then select the option to
list your conference access codes. Configuration Assistant first states the number of
access code you have and then states all of your existing access codes.
3.
Hang up, or press * to return to the main menu.
To send yourself an e-mail message listing all of your existing conference access codes:
1.
Access Configuration Assistant as described in your existing phone user guide.
2.
Follow the voice prompts to select the conference option, and then select the option to email yourself a list of your existing access codes. You should soon receive an e-mail
message that lists all of your existing access codes, including the code number, code
name, and when the code was last used.
3.
Hang up, or press * to return to the main menu.
NOTE
Page 24
If you do not have an e-mail address configured in the phone system database, then
this option is not provided. Check with your administrator if you would like to take
advantage of this feature.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Remote Programming
If the Configuration Assistant feature is enabled for your system, Mitel recommends that you
use Configuration Assistant instead of the Remote Programming feature described in this
section. Configuration Assistant offers an enhanced, voice guided configuration portal that
provides easy-to-use, remote access to the Call Forwarding, Dynamic Extension Express, and
DND features. See page 21 for using Configuration Assistant.
To use Remote Programming to access these features from another system phone or an
external phone, follow the instructions in this section. 3
NOTE
A Direct Inward System Access (DISA) number is required to use Remote
Programming from an external phone. Contact your system administrator for more
information.
Changing the Dynamic Extension Express Settings
See “Using Dynamic Extension Express” on page 14 for more information about Dynamic
Extension Express.
To enable Dynamic Extension Express using Remote Programming:
1. Do one of the following:

Call your DISA number (provided by the system administrator). If necessary, enter
your DISA security code.

Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your station passcode followed by #. See page 21 for details on setting up a
station passcode for your extension.
5. Dial 363 (Dynamic Extension Express On).
To disable Dynamic Extension Express using Remote Programming:
Follow steps 1. - 4. above, dial 362 (Dynamic Extension Express Off), and then hang up.
3.
This feature may or may not be enabled for your system.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 25
Call Features
Changing the DND Settings
See “Using Do-Not-Disturb (DND)” on page 69 for more information about using DND.
To turn on DND using Remote Programming:
1. Do one of the following:
 Call your DISA number (provided by your system administrator). If necessary, enter
your DISA security code.
 Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your station passcode followed by #. See page 21 for details on setting up a
station passcode for your extension.
5. Dial 370.
6. Enter the DND message number (01 to 20), and then enter the second-line message
text (if applicable).
To turn off DND using Remote Programming:
Follow steps 1. through 4. above, and then dial 371.
Changing the Manual Call Forwarding Settings
See “Manual Call Forwarding” on page 13 for more information about Manual Call Forwarding.
To turn on Manual Call Forwarding using Remote Programming:
1. Do one of the following:
 Call your DISA number (provided by your system administrator). If necessary, enter
your DISA security code.
 Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your station passcode followed by #. See page 21 for details on setting up a
station passcode for your extension.
5. Dial one of the following Call Forwarding feature codes:
 355 (All)
 356 (No answer)
 357 (Busy)
 358 (No Answer/Busy)
6. Enter either an extension number or (8) followed by a phone number.
To turn off Call Forwarding using Remote Programming:
Dial 355, and then hang up.
Page 26
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Call Features
Changing Your Station Passcode
You can use Remote Programming to change the station (phone) passcode. See page 21 for
details on setting up a station passcode for your extension.
To change your station passcode using Remote Programming:
1. Do one of the following:
 Call your DISA number (provided by your system administrator). If necessary, enter
your DISA security code.
 Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your passcode followed by #.
5. Dial 392.
6. Enter the new passcode followed by #.
7. Enter the new passcode again followed by #.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 27
Messages
Messages
The following sections describe how to use system messaging features, including:
 Inter-station messages: Inter-station messages are alerts sent to your phone by other
internal parties, notifying you to contact the party who left the message. You can then
either delete the message or reply to the message, which automatically places a call to the
party who left the message.
 DND messages: Messages that other internal parties see when your phone is in DND.
See “Paging Other System Users” on page 30.
 Pages: Announcements sent over phone speakers or external speakers. See “Paging
Other System Users” on page 30.
NOTE
Because a variety of voice mail products work with the 5000 CP, this guide
does not include voice mail instructions. For voice mail instructions, refer to
the voice mail user guide for your system. For example, refer to the Enterprise
Messaging, Unified Voice Messaging, and Embedded Voice Mail Card User
Guide, part number 835.3205, or the Mitel NuPoint Messenger Messaging
User Guide (on the Mitel Web site (http://edocs.mitel.com). Contact your
system administrator for more information about your voice mail system.
Using Messages
Following are instructions on how to use system messaging features.
Leaving Messages at Other Extensions
You can leave inter-station or voice mail messages for other internal parties.
To leave an inter-station message while on an internal call:
1.
Perform a hookflash, and then dial 365.
2.
Hang up.
To leave a message with the message center while on an internal call:
1.
Perform a hookflash, and then dial 365.
2.
Wait for the message center to answer, and then leave a message.
If there is no answer, or if the phone is busy when you place an internal call, you can do
the following:
Stay on the line and wait for the phone to become available. Do not hang up. After a
system timer expires, you hear music until the phone is available. (You cannot do this if
the called phone is in DND mode.)
Retrieving Messages
To respond to an inter-station message:
When you lift the handset, you hear six quick tones followed by the intercom dial tone. Dial 365
to automatically place a call to the station or message center that left the message.
To cancel an inter-station message:
1.
Lift the handset, and then dial 368.
2.
Hang up.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 29
Messages
Canceling Messages Left at Other Extensions
You can cancel messages left at other extensions.
To cancel a message left at another extension:
1.
Lift the handset, and then dial 366.
2.
Dial the extension number where you left the message.
3.
Hang up.
Deleting Messages
You can delete waiting messages.
NOTE
To delete waiting voice messages, you must connect to your voice mailbox.
To delete inter-station messages:
Lift the handset, and then dial 368.
Paging Other System Users
You can place page announcements through phone speakers or external speakers (if
applicable). Your system may use page zones to prevent announcements from transmitting
through every phone in the system. Each page zone contains a different combination of
extensions and external paging equipment.
Contact your system administrator for page zone information. You can use the following table to
save the page zone information for future reference.
Page Zone Name
Number
Description
To place a page announcement:
Page 30
1.
Lift the handset, and then dial 7.
2.
Enter the page-zone number (0 to 9).
3.
After the tone, make your announcement, and then hang up.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Messages
Using Do-Not-Disturb
You can use Do-Not-Disturb (DND) to stop calls and pages to your extension. DND does not
block queue callbacks, recalls, and incoming external calls. When other users call your phone,
they hear a repeating signal of four fast tones. If other users have a display phone, they see the
DND message you selected.
Your telephone system can have up to 20 different DND messages, each of which can be
changed by the system administrator, installer, or programmer. The following table shows the 20
default DND messages. If your system administrator changes your DND messages, you can
record the new messages in the “New Message” column for reference.
Code
Default Message
New Message
Code
Default Message
01
Do-Not-Disturb
11
Out of Town ‘Til
02
Leave a Message
12
Out of Office
03
In Meeting Until
13
Out Until
04
In Meeting
14
With a Client
05
On Vacation/
Holiday ’Til
15
With a Guest
06
On Vacation/
Holiday
16
Unavailable
07
Call Me At
17
In Conference
08
At the Doctor
18
Away from Desk
09
On a Trip
19
Gone Home
10
On Break
20
Out to Lunch
New Message
Because the system DND message only uses one line of the display, you can enter a second
line of text, up to 16 characters. For example, if you select 03 (IN MEETING UNTIL) as your first
line of text, you can enter “3:30” as your second line. Callers with a display phone will see, “IN
MEETING UNTIL 3:30.”
To turn on DND:
1.
Lift the handset, and then dial 372.
2.
Dial a two-digit number for the DND message from the table above.
3.
Hang up.
To turn off DND:
1.
Lift the handset, and then dial 372.
2.
Hang up.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 31
Hunt Groups
Hunt Groups
Hunt groups are groups of internal parties (agents) who share a common (hunt group)
extension number. Calls can either be placed to the hunt group (using the hunt group extension
number) or to a specific agent (using the agent’s extension number). Hunt groups are
programmed by the system administrator.
Hunt Group Calls Enabled/Disabled
If you are a member of a hunt group, you can enable or halt hunt group calls to your extension.
To turn on or off hunt group calls:
Lift the handset, and then dial 324.
Hunt groups types are either “UCD” or “ACD.”
 UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group
to receive calls.
 ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group
to receive calls. The system distributes calls to ACD hunt groups as follows:
o
Agent IDs: Each agent is assigned an Agent ID number for logging in to the hunt group
(see the next section). Hunt group calls are distributed to logged-in agents according to
their Agent ID number instead of their extension number. Agents can log in to any ACD
hunt group phone.
o
Extensions: Hunt group members do not use Agent IDs, and calls are distributed to
phones where the agents are logged in.
Logging in to ACD Hunt Groups
Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent
receives calls through the ACD hunt group. When the agent is logged out, calls to that ACD
hunt group bypass the agent.
To log in to or out of all ACD hunt groups in which you are a member:
Lift the handset, and then dial 328. This feature code acts as a toggle. If you are already
logged in, you hear a single tone.
To log in to one or more ACD hunt groups:
1.
Lift your handset, and then dial 326.
2.
Do one of the following:
 Enter the ACD hunt group number.
 Press # to log in to all of your ACD hunt groups.
NOTE
If you entered an invalid hunt group number, you hear repeating tones.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 33
Hunt Groups
3.
Do one of the following:
 To log into one or more ACD hunt groups using Agent IDs: Enter your Agent ID.
You are logged into the ACD hunt group(s) using Agent IDs.
NOTE
If another Agent ID is already logged in at this phone, you hear
repeating tones. You must have the other agent log out before you can
use that phone.
 To log into one or more ACD hunt groups that do not use Agent IDs: Press #. You
are logged into the ACD hunt group that does not use Agent IDs.
NOTE
4.
If you are not a member of the entered hunt group, you hear repeating
tones. Start over.
Hang up. Repeat this procedure to log into additional ACD groups, if necessary.
Logging out of ACD Hunt Groups
You can log out of all ACD hunt groups at once or log out of each hunt group one at a time.
To log out of one or more ACD hunt group:
Do one of the following:
 Lift the handset, and then dial 328 to log out of all of your ACD hunt groups.
 Lift the handset, and then dial 327 to log out of one hunt group at a time.
Stopping the ACD Hunt Group Wrap-up Timer
Each time you end an ACD hunt group call, a wrap-up timer starts. Until this timer expires, you
will not receive another hunt group call. However, you can stop the wrap-up timer to allow calls
to your extension.
To stop the wrap-up timer:
Lift the handset on-hook, dial 329.
Page 34
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Hunt Groups
Requesting Agent Help
You can use Agent Help to request help from a designated “Agent Help Extension”1 (usually
your supervisor) during a call. When your request call rings at the Agent Help Extension, the
supervisor can join the call or reject the request.
To use Agent Help:
1.
While you are on a hunt group call, perform a hookflash, and then dial 375.
If you hear repeating tones, one of the following has occurred:
 The feature is not available at your phone.
NOTE
 You already have four parties in your call.
 Not enough system circuits are currently available.
 The Agent Help Extension is in DND.
2.
If not preprogrammed, dial the Agent Help Extension number.
3.
If the Agent Help Extension accepts the call, you hear the Agent Help tone, and the
supervisor can monitor or join your call.
If the Agent Help Extension rejects the call, you hear a confirmation tone.
1.
This feature may or may not be enabled for your system.
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Page 35
Index
Index
A
meet-me conferencing access codes, managing 24
station passcode, changing 21
Account Codes, using 5
ACD Hunt Group Wrap-Up Timer, stopping 34
ACD Hunt Groups
logging in 33
Configuration Assistant, accessing 22
Contact Information 2
D
logging out 34
Ad Hoc Conference Calls
Default
dropping 17
access codes 3
ending 17
feature codes 3
placing 17
operation, returning 2
system access codes 3
Ad Hoc Conference Parties, placing on hold 17
Agent Help, requesting 35
Agent, ACD hunt group 33
DND Settings, changing 23, 26
Do-Not-Disturb, using 31
Door Relay, activating 5
C
Dynamic Extension Express 14
enabling and disabling 14
handoff - push/pull 15
Call Forward
Manual 13
using 13
Callback, requesting (queuing the phone) 8
Calls
message waiting indications, receiving 16
Dynamic Extension Express Settings, changing 22, 25
E
answering 7
endpoint, queuing for 8
Emergency Calls, placing 8
external, placing 8
Extension Numbers 3
forwarding 13
External Calls, placing 8
picking up (reverse transferring) 12
External Numbers, redialing 9
placing 8
placing internal (IC) 8
transferring 12
to external numbers 12
to other extensions 12
waiting 7
Calls On Hold, placing 11
Calls to External Numbers, transferring 12
Calls to Other Extensions, transferring 12
Codes
account 5
default system access 3
F
Feature Codes, using 3
Forwarding Calls 13
H
Handoff - Push/Pull 15
Hunt Group Calls Enabled/Disabled 33
Hunt Groups
feature, default 3
Agent Help, requesting 35
Outgoing Call access 8
agent IDs 33
Conference Assistant 18
Configuration Assistant 21
DND settings, changing 23
manual call forwarding settings, changing 23
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Automatic Call Distribution (ACD) 33
logging out 34
types 33
Uniform Call Distribution (UCD) 33
wrap-up timer 34
Page 37
Index
I
Passcode, Remote Programming
changing 27
entering 21
Internal Calls, placing 8
Inter-Station Messages
canceling 30
R
deleting 30
Record-A-Call, using 20
M
Remote Programming 25
change DND settings, using 23, 26
change the passcode, using 27
Manual Call Forwarding 13
forward calls, using 22, 23, 26
Manual Call Forwarding Settings, changing 23, 26
passcode
changing 27
entering 21
Meet-Me Conferencing 18
access codes 18
Conference Assistant 18
Reverse Transfer (Call Pickup), using 12
dropping 19
Ring Intercom Always, using 11
joining 19
putting on hold 19
setting up 18
transferring 19
Meet-Me Conferencing Access Codes, managing 24
S
Speed Dial 10
entries, deleting 10
Members, hunt group 33
Station, using 10
Message Waiting Indications, receiving 16
System, using 10
Messages 29
canceling 30
deleting 30
Do-Not-Disturb 31
leaving 29
using 10
Station Messages, leaving 29
Station Passcode, changing 21, 27
Station Speed Dial 10
numbers
deleting 10
dialing 10
storing 10
pages 30
retrieving 29
using 29
Messages at Other Extensions, leaving 29
Messages Left at Other Extensions, canceling 30
using 10
System Forwarding 13
System Speed Dial, using 10
N
T
Numbers
redialing 9
redialing external 9
O
Off-Hook Voice Announce, using 11
Things to Know 1
V
Voice Messages
deleting 30
Other System Users, paging 30
Outgoing Call Access Code 8
leaving 29
Volume Levels, changing 3
Outside Line Access Codes 3
P
W
Welcome 1
Paging, using 30
Wrap-Up Timer, stopping 34
Page 38
Mitel® Single-Line Phone User Guide – Issue 15, February 2011
Part No. 550.8107
Issue 15, February 2011
A661/9218A
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