Mitel 5550 IP Console manual

USER GUIDE[...]

NOTICE The information contained in this document is believed to be accu rate in all respects but is not warranted by Mitel Networks™ C orporation (MITEL ® ). The information is subject to change without notice and should not be construed in any way as a commit ment by Mitel or any of its a ffiliates or subsidiaries. Mitel and its affiliates and[...]

Notices ♦ iii Notice to Canadian Customers This Class A digital app aratus complies with Canadian st andard ICES-003. Notice to U.S. Customers This equipment has been tested and fo und to comply with th e limit s for a Clas s A digital device, purs uant to P art 15 of the FCC Rules. These limits are desig ned to provide reasonable prote ction aga[...]

iv ♦ Notice s Notices These notices appea r on the product and in the technical documentatio n: Symbols These symbols appear on the pro duct: WARNING Warning indicates a poten tially hazardous situation which, if not avoided, could result in death or serious in jury. CAUTION Caution in di ca te s a po te n ti a lly hazardous sit ua t ion which, i[...]

T able of Con te n ts ♦ v T able of Contents Notice to Canadian Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Notice to U.S. Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Notice to Customers in EU Countries . . . . . . . . . . . . . . . . . . . . . . iii Notices . . . . . . . . . . . . . . . . .[...]

vi ♦ T able of Content s Clear All Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Customize the Queued Calls Displays . . . . . . . . . . . . . . . . . . . . . . . . 38 Data Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Day and Night Service . . . [...]

Getting S t arted[...]

2 ♦ Getting St arte d[...]

Getting St arted ♦ 3 Introduction The Mitel 5550 IP C onsole is an atten dant console an d administratio n application for the Mitel 3300 Integrate d Communications Platform (ICP). It feat ures a spe cialized keypad and an intuitive us er interface for smooth, ef ficient call handling. A note about feature availability The features available on y[...]

4 ♦ Getting St arte d Console Screen The 5550 IP Console screen is divided in to six areas: Menu area – provides alte rnate way s to acces s each of the other five areas of the Console screen. Select from the drop down menus or click the icon directly above t he Console S tatus area to navigate to the display you wish to access. Console St atus[...]

Getting St arted ♦ 5 Questions about Resilient Talk State What is Resilient Talk State? Resiliency gives your network the abilit y to handle calls and provide voice mail service in the event of a 3300 ICP system failure or a network-level fa ilure. When a failure occurs, the 5550 IP Co nsole goe s into "Resili ent Talk State" while it a[...]

6 ♦ Getting St arte d Console Keypad The console keyp ad is used for dialing, ca ll processing and accessing 3300 ICP features. Y ou can adjust th e slope of the keypad an d detach it from (or attach it to) the handset cradle. The keys on the keyp ad are arran ged as shown below: V olume and Mute Key s – increase (+) or decrease (-) the ringer [...]

Getting St arted ♦ 7 Note: Some of the features liste d above are programmed for you by default; others are optional and may not be labelled on your keyp ad firmkeys. For ke ypad progra m m i ng info rm a tion , se e Fir m key Programming o n page 42. Handset and Cradle The 5550 IP Console is equipped with a hand set and cradle. Y ou can adjust t[...]

8 ♦ Getting St arte d Starting and Closing the Mitel 5550 IP Console The 5550 IP Console start s with the operato r status set to “Operator Absent.” T o begin receiving ca lls, you must change the status to “Operator Present.” For mor e information, see page 44. T o start the 5550 IP Console • S t art Windows. • T ype your user name a[...]

Getting St arted ♦ 9 Adjusting the Console The consol e is designed with your comfort in mind. Y ou can ma ke adjustments to th e ringer , the languag e of text on the screen , the angle of the keyp ad, whether you want to handle calls using a handset or headset and more. Console Ringer T o turn the console ringer on or off •S e l e c t Ringer [...]

10 ♦ Gettin g St arted Handset/Headset The console keyp ad provides jacks for connecting a handset and a headset. One jack is labeled for headset use only , the other for either handset or headset use. Both jacks can be in use at the same time but when th ey are, the d ual-use jack is used fo r listening o nly . (T ypically , a supervisor uses th[...]

Call Handling Basics[...]

12 ♦ Call Handling Basics[...]

Call Handling Basics ♦ 13 Handling Calls in the Queued Calls Area Y ou have access to three call-handling tools fr om the Queued Cal ls area of your console screen. Use these tools to manage queued calls: • Incoming Calls – allows yo u to selecti vely answe r calls. Incoming Calls shows recalls at the top of the list, then all o ther calls ei[...]

14 ♦ Call Handling Basics Selecting Calls from th e Queued Calls Displays Y ou can select calls using your mouse or your keypad. 1. Access the appropriate queued calls display . 2. Double-click on a ca ll entry in the list or 3. Press th e Retrieve key , then enter the corresponding call ID digit (1-9) from the corresponding qu eued calls list. I[...]

Call Handling Basics ♦ 15 Answering Calls When a new call arrives at the console • the bell rings (if it is turned on), • the call appears in the Incoming Calls display , and • a call waiting icon ( ) appears above the sof tkey associated with the call. When you have inco ming calls, your screen may look similar to this: Y ou can answer cal[...]

16 ♦ Call Handling Basics Selectively Answering Calls T o select the call you want to answer , you can • Press a softke y (for example, [Recall] , [Dial 0] , [External] , [W A TS] , etc.) t o select a call based on the line the call is arriving on or • Select a call from the Incoming Calls displa y to choose a call based on specific call det [...]

Call Handling Basics ♦ 17 Answering calls from the Incoming Calls display Y ou can use the Incoming Calls display to answer calls based e ither on call priority or caller identity . When an incoming call arrives, view the call information that appear s in the Incoming Calls display . The Incoming Calls display is customizable , so you can select [...]

18 ♦ Call Handling Basics Dialing T elephone Numbers Y ou can dial an internal extension number o r the number of a telephone outside the system. Either the Source or Destination areas must be clear . T o call an extension 1. Dial the extension number from the console keyp ad. Information about th e extension appears in the Destination area. If i[...]

Call Handling Basics ♦ 19 Other W ays of Dialing Y ou can use the following alternate ways of dialing a telephone number: Last Number Re dial – instead of redialing the number of the las t outside call you placed, let the syste m do it for you by dialing the Last Number Redial code ( _____ _ ). 1 System Speed Call – allows you to dial a te le[...]

20 ♦ Call Handling Basics T ransferring (Extending) Calls Y o u can transfer a call to an extension or an out side number . Use the T ransferre d Ca lls display to view and retrieve a transferre d call that is ringing an extension. When a transferred call is released, the call informatio n appears in the T ransferred Calls display . This display [...]

Call Handling Basics ♦ 21 Introducing the Call er before Comple ting the T ransfer After your call is answered an d you’ve had the chance to speak with the person priv at ely 1. Press Release to complete the transfer or 2. Press [Source] to speak privately to the pa rty in Source ; the party in Destination is on Consultation Hold. T o speak pri[...]

22 ♦ Call Handling Basics Questions about Transferring Calls What do I do if th e destination to wh ich I am tran sferring a call is not answering? • Press [S ource] to reconnect the Source call and retain the Destina tion information. This gives you more options to handle the call because softkeys such as [Redial Dest] remain on screen. or •[...]

Call Handling Basics ♦ 23 Holding Calls and Retrieving Held Calls Y ou can place up to six callers on h old while you check for information or page the perso n that th e caller is requesting. When a call has been placed on hold, the held call infor mation appears in the Calls On Hold display . The Calls On Hold display is customizable, so you can[...]

24 ♦ Call Handling Basics T o annotate a call on hold Use [Hold For] to hold a call and annot ate it with called-p arty information. 1. Select the call from the appro priate Queued Calls display . 2. Click once on the desired extens ion from Busy Lamp Field list or the Phone Book. 3. Press [Hold For] to annotate the call. The console adds the nam[...]

Call Handling Basics ♦ 25 T o connect two calls on hold Be sure the Source and Destination areas are both c lea r . 1. Press Retrieve and dial the hold position numbe r of one o f th e two calls that you wish to connect or Double-click the call in the Calls on Hold display . Information about the call appear s in the Source area. 2. Repeat S t ep[...]

26 ♦ Call Handling Basics Conference Calls Up to eight parties (including yourself) may be connected to form a conference ca ll. T o set up a conference call • With the two part ies connected to the console—one in the Source area and the other in the Destination area —press [Conferenc e] . T o split a conference to speak privately to either[...]

Call Handling Basics ♦ 27 Answering Recalls If an external call transfe rred from the console to an extension is not answered w ithin a cer tain time, the call re turns to the console as a recall. The call waiting ic on ( ) appears above the [Recall] softkey , and the call appears with highest prio rity in the Incoming Calls display . Because Rec[...]

28 ♦ Call Handling Basics[...]

Advanced Features[...]

30 ♦ Advanced Features[...]

Advanced Features ♦ 31 Account Codes An Account Cod e is a type of passwor d for the syste m. Y ou may ne ed to enter an account code to access certa in features or to record a call on the SMDR log for billin g or accounting purposes. T o enter an Account Code 1. Dial the V erified or Non-V erified Account Acce ss Code. A V erified code provides [...]

32 ♦ Advanced Features Busy Lamp Field (BLF) Busy Lamp Field (BLF) is an option al featur e that allows you to monitor the sta tus of exte nsions and lines, to rap id-dial a nd tr ansfer calls to those extensions, as well as to pick up ringing extensions. The BLF icons tell you at a glance wh ether an extension or line is idle, busy , ringing or [...]

Advanced Features ♦ 33 Calling, T ransferring, and Picking Up Calls in the Busy Lamp Field T o dial an extension, use any of these methods • Select a n entry , t hen press [Call] . • Select a n entry , t hen press ENTE R on the keyboar d. • Double-click any entr y . T o transfer a call to an extensi on in the Busy Lamp Field area • Dial t[...]

34 ♦ Advanced Features T o add, remove, or reposition entries in the BLF List 1. Select the entry . T o select consecutive entries, c lick the first one, press an d hold down SHIFT , and th en click the la st one. T o select non-consecutive entrie s, hold down CTRL while you click individual entries. T o search for an entry , type a ll or part of[...]

Advanced Features ♦ 35 Call Answering Priority The console is usually set up to an swer incoming calls on a ‘first- come, first-served’ basis. When you press the Answer key with multiple calls waiting, the call that has been w aiting longest will be answered first. Alternativel y , you can assign pr iorities to calls based on their destinatio[...]

36 ♦ Advanced Features Incoming Calls Threshold / Screen Pop T o reduce call-waiting times, your system may be programmed to present incoming calls to other consol es or answering positions. If your system is programmed this way , y ou can specify the number of calls that must be incoming before the system p resent s them to your console. Screen [...]

Advanced Features ♦ 37 Cancel Call Forwarding Call Forwarding let s an extension user route some or all calls to other extensions. Y ou can cancel Call Forwar ding on behalf of individual extension users, or for all extensions in th e system. T o cancel all types of Call Forwarding for a single extension 1. Select Cancel All CFWD on the Program m[...]

38 ♦ Advanced Features Customize the Queued Calls Displays Each of the Queued Calls displays present s a variety of call information for incoming , he ld, or transferred calls. Depending how you custom ize your Queued Calls displa ys, each may display the following colu mns of call information: • Call ID ( Incoming , Held , or T ransferred ) ?[...]

Advanced Features ♦ 39 Data Calls Y ou may be asked to connect an out side caller to a dat a connection for data communicat ion s. T o connect a caller to a modem 1. Advise caller to switch local mo dem to “Data” when they hear the high-pitched modem tone . 2. Dial the modem number . ‘Modem Call’ appears in status area. 3. Dial the de sti[...]

40 ♦ Advanced Features Day and Night Service Office telephon e systems are typically placed in Night Service afte r regular hours, or whenever the last available console is lef t unattended. Calls then ring alternate an swering point s—either designated extensions , or a nigh t bell. Extension users can dial the T runk Answe r From Any S t atio[...]

Advanced Features ♦ 41 Emergency Calls This feature raises an alarm at t he co nsole whe n a n exten sion user places an emergency ca ll and identifies the extension that placed the call. With this informat ion, yo u can direct emergenc y services (fo r example, police or ambulance personne l) to the location from whi ch the call was placed. When[...]

42 ♦ Advanced Features Firmkey Programming Y ou can reprogram the top two ro ws o f ke ys o n th e conso le ke yp ad with other features or remove a feat ure from a key if the feature is unavailable. T o program features to keys 1. Choose Options on the To o l s menu. 2. Click Keypad . 3. Using the right mouse button , click on the key that you w[...]

Advanced Features ♦ 43 Message W aiting Y ou can set (activate) a message waiting indica tor on an extension , to notify the user that you have a message for hi m or her . Y ou can also check whether an exte nsion has a message waiting and clear the message wa itin g in d ica tio n. If a dialed extension is busy , unanswered or has activated Do N[...]

44 ♦ Advanced Features Operator Absent/Present Status Y ou can change the Operator status to Ab sent when you plan to be away from your desk and do not want calls sent to your console. All new and waiting calls will ring another destination determined by system progra m m i ng . T o change the Operator Present/Absent status • Select the st ate [...]

Advanced Features ♦ 45 Paging If your system has paging equipmen t, you can use it to make announcement s to one or more areas or “zones.” Use the Paging Zones t able in the Reference section to reco rd the location of the p aging zones. T o make a page The Source and Destination areas of your screen must be clear . 1. Press Pager . If you ha[...]

46 ♦ Advanced Features Phone Book Use the Phone Book to search your system's telephone directory for people and extensions. Y ou can search by entering a per son's name, an extension nu m be r , a department, or a location . Sea rc hing by departm ent is useful when a caller request s to speak to "someone in Sales" rather than[...]

Advanced Features ♦ 47 Scratch Pad The Scratch Pad is your own per sonal phone directory an d S peed Dial list. Use it to save telephone num bers for faster dialin g or to store the names and numbers of callers for futur e reference. T o enter information into the Scratch Pad Y ou can use the Scratch Pad while connected to a caller . 1. Press Scr[...]

48 ♦ Advanced Features T runk Group Status Display T runk Group S tatus Display is an opti on al feature that lets you monitor traffic on the system. Duri ng peak tr af fic periods, some users could experience problems making exte rnal calls and may contact you to find out why . The T runk Group S tat us Display feature ena bles you to confirm ex[...]

Advanced Features ♦ 49 System Speed Call Frequently dialed te lephone numbers may be saved for you and other extension users for speed dialing. Use the t able provided in the Reference section to record the System S peed Call numbers you will most likely need. • Dial the System S peed Call Number . The stored telephon e number is dialed automat[...]

50 ♦ Advanced Features[...]

Hotel/Motel Features[...]

52 ♦ Hotel/Motel Fe atures[...]

Hotel/Motel Featur es ♦ 53 Displaying and Changing Room Information Room information include s gu est name, room occup a ncy and condition status (V acant, Clean, Out of Service, etc.), outg oin g call charges and restrictions, a nd the status of message waiting, wake- up call, and other guest service s. T o display , enter , or change room infor[...]

54 ♦ Hotel/Motel Fe atures After displaying the room information, you can... • Enter or cha nge the name of the guest and th e company or group he or she is affiliated with. T he guest’ s name can have a maxi- mum of 20 characters. • Check the guest in or out (see page 55). • Change the r oom’ s occupa ncy or condition st atus (see p ag[...]

Hotel/Motel Featur es ♦ 55 Changing Room Occupancy and Condition Status The room occup ancy and condition st ates are as follows: T o change a room’s occu pancy and condition status 1. Press Guest Service , or if you are already on a call to the room, press the [Guest Service] softkey . 2. Enter the room extension using the computer keyboard (n[...]

56 ♦ Hotel/Motel Fe atures T o set, change, or cancel a wake-up time while viewing the guestroom’s information 1. For each wake -up call that you want to set up, specify the fre- quency (once or daily) and method (automatically by the system or personally by a hotel employee) of delivery . 2. Click in the Wake-up box, and then type the hour and[...]

Hotel/Motel Featur es ♦ 57 Blocking Room-to-Room Calls Call Blocking stops guests from placing calls to other rooms. Y ou can control when Clo ck Blocking t akes ef fect and the rooms af fected by it. T o control whether Call Bl ocking affects a room 1. Press Guest Service , or if you are alread y on a call to the room, press the [Guest Service] [...]

58 ♦ Hotel/Motel Fe atures Clearing the Message Register The message register is a record of the num ber and cost of all external calls placed from a guest room telep hone. The system uses me ter pulses received from the local tele phone comp any to calculate cost s. If pulses are not received, then only th e number of external calls are counted.[...]

Reference[...]

60 ♦ Reference[...]

Reference ♦ 61 Alarms Y our telephone system us es automatic monitori ng and fault diagnosis to check the system for faults. An alarm status appea ring in the upper-right corner of the scree n notifies you when a fault occurs. Whe n there are no fault s, this area is blank. If a critical alarm o ccurs, you’ll hear a recurring beep. The alarm di[...]

62 ♦ Reference Rerouted Calls Some users m ay decide to re route thei r calls to your console, or the system may be programmed to reroute cert ain types of calls or all calls made at given times to your console. The calls that are rerouted to your consol e may be one of four types: • Calls a user has forwarded (Follow Me, Busy or No Answer). ?[...]

Reference ♦ 63 Class of Restriction Each extension and trunk in the system is assigned a Class of Restriction. As its name implies, a Class of Restriction (COR) may restrict an exte nsion (or a trunk) from accessing an external route at a given time. The extension’s COR is displayed in the Sour ce or Destination area of the console screen, alon[...]

64 ♦ Reference Feature Access Codes FEATURE CODE Account Code Access - Verifiable - Non-Verifiable Associated Dataline Access Loopback Call Hold - Retrieve - Remote - Retrieve Callback - Cancel Call Forward - Busy (External) - Busy (Internal) - Follow Me - Follow Me Enchaining - I Am Here - No Answer (External) - No Answer (Internal) Call Park Re[...]

Reference ♦ 65 Glossary Account Code A code you dial to access certain system features; to apply your Class of Service (COS) at a different extension; or to associate a caller with an SMDR record for accountin g purposes. ARS - Automatic Route Selection This is an application that h andles long distance call routing automatically . Broadcast Grou[...]

66 ♦ Reference Circular Hunting: A new call to the H unt Group is directed to the first idle extension found af ter the extens ion, which received the last call. This provides equitable call dis tribution to all the ext en sio ns . T erminal Huntin g: Hunting takes place in the or der in which the extensions were progr ammed into the hunt group. [...]

Reference ♦ 67 Hunt Groups Dialing a Hunt Grou p Pilot Number either from the keyp ad or through the Phone Book fe ature, connects you to the first available extension in that area. Cont act your communications dep artment for more informati on Paging Zones Use this table to r ecord the paging zones your system uses . Contact your communications [...]

68 ♦ Reference System Speed Call List System Messages These messages appear in the vario us areas of your scree n. Absent Feature Disallowed for Last Attendant. Select Night Service As the last or only attendant in the grou p, you cannot place your console into absent mode. Access Disallowed The feature access code you’ve dial ed is not availab[...]

Reference ♦ 69 Call could not be picked up. The call has been picked up by another atte nda nt, answered at the ringing extension, or the calle r ha s hung up. Call could not be recovered. The call cannot be retrieved either because it has been answered at the extension , or th e calle r ha s hu ng up . Call Forward - Always Reroute This extensio[...]

70 ♦ Reference Completed Confirmation message wh en the number you’ve entered is valid and the action requested has been t aken. Class Restricted Y our Class of Service does not allow this featur e. Conference Indication that a conference has been set up or is on hold. Connected Confirmation message when your call is connected to a da ta call. [...]

Reference ♦ 71 Guest Service Part of the Hotel/Mot el Fe at ur e package. This pr om p t ap pea rs in several atte ndant mode o perations. Pr essing it place s the console in Guest Service mode immediately . Headset or handset require d for attendant operation Plug in your headset or handset. Holding Party Locked Out Y ou have left the caller on [...]

72 ♦ Reference Monitor Busy The extension you are trying to mo nitor is already being monitored from another st ation. MSG W aiting After pressin g the [Check MSG W aiting] sof tkey , this indicates that the extension has messa ge(s) waiting. MSG W aiting OFF Confirmation that you tu rned off an exten sion’s message waiting indicator by pre ssi[...]

Reference ♦ 73 Press “Y es” to Confirm Request or “No” to Quit Press the appr opriate soft key . Recall A previously extended call has returned to your console a fter a time- out period. Recall – Busy A previously extended call has r eturned to your co nsole because the extension is busy . Recall - Busy , Camp-on Not Allowed There is a [...]

74 ♦ Reference Serial - No Answer The Serial call has returned to your console beca use the destination did not answer before a pr ed etermined period of time. Serial - Recall The Serial call you made was successful. Set MSG waiting for Station # : Enter the number of the extension on which you wish to set a Message W aiting notification. Setup D[...]

Reference ♦ 75 Unassigned Directory Number The number you dialed is not reco gnized by the telephon e system. V er ify your num ber and t ry again. W ake-up Call Not Acknowledged Part of the Ho tel/Motel Feat ure package. Th e guest has not answered the automatic wake-up. (Note: The Hotel/Motel p ackage is an optional feature. ) W ake-up Call - S[...]

76 ♦ Reference Tr u n k N u m b e r s Use this table to r ecord the trunk numbers you r system uses. Contact your communications dep artment for more informatio n about the trunk numbers. Trunk Number Use[...]

Index ♦ 77 Index A Answer calls 11 Answering priority, changing 35 Application area 4 Associated data line 39 B BLF 32 Bulletin Board 31 Busy Lamp Field 32 Busy number, transfer to 20 C Call Answer Priority 35 Call Block 57 Call Forwarding, ca ncelin g on exte n sio ns 37 Call Park 35 Call restrictions, setting for guest rooms 56 Callback 18 Canc[...]

78 ♦ Index Volume, adjusting 9 Headset Enabling 9 Volume, adjusting 9 Hold, place call on 23 Hunt Groups 67 K Keypad, console 6 L Language, chang ing on console 10 M Message Register, clearing fo r gu est rooms 58 Message Waitin g 43 Monitoring Guest Rooms 57 N Night and Day Service 40 P Paging Zone s 67 Park, Call 35 Phone Book 46 Programming Fi[...]