Mitel 5550 manual

USER GUIDE[...]

Noti ce to Can adian C ustom ers Th is Clas s B d igi t al a pparat u s co mpli es w i th C an adia n st and ar d ICES-003. Noti ce to U.S. Cu stom ers Th is equ ipm ent h as be en te st ed an d f ou nd t o c ompl y wit h t he limits for a Cla ss B digital d evice, p ursuant to Par t 15 of th e FCC Rules . T hes e li mits are de sig ned to pr ovi d[...]

Noti ces Th ese n oti ces appe ar on th e produ ct and in th e techn ica l documentatio n: WARNING Warning indi ca t es a pote ntially hazardou s situation which, if not avoided, could result i n death or se r io u s in ju ry . CAU TIO N Caut ion indi cates a pot enti ally haz ardous situat ion which, if not avoided, may re s ult in minor or mo de [...]

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Contents ♦ i Content s Gettin g Starte d ................................................................................ 3 Introduction ........................................................................................................ 4 Console Compon e nts ...................................................................................[...]

ii ♦ Content s Clear All Featur es .............................................................................................. 30 Data Calls ......................................................................................................... 31 Day and Nig ht Service ........................................................................[...]

Contents ♦ iii Refe rence ....................................................................................... 5 5 Alarms ............................................................................................................... 56 Alarm type s ...............................................................................................[...]

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Getting S t arted[...]

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Gett ing St arted ♦ 3 Getting S t arted Content s Introduction ................................................................................................................... ... 4 Console Compon e nts ......................................................................................................... 4 Starting and Cl osing the Mitel Ne[...]

4 ♦ Gettin g Star ted Introduction The M ite l Ne tworks  5 550 I P Conso le is an atte nda nt c ons ole and admi nis trati on appl ica tion fo r the Mite l N etwor ks  3300 In tegra ted Commun ications Pla tform (I CP). It features a sp ecialized keypad an d an intuitive user in terface for smoot h, efficient call ha ndling. A note about f[...]

Gett ing St arted ♦ 5 Console Screen The 5550 IP Console scr e en is divided into fi ve ar e as: • The Console Status area shows you at a glance what state t he console and the syste m are in — for example whet her the console r inger is on or of f and wheth e r t he system is in Day or Night Service. • The Applicatio n area is divid ed int[...]

6 ♦ Gettin g Star ted Console Key pad Th e console keypad is u sed for dialin g, call p rocessi ng and accessing 3300 ICP features. You can adjust the s lope of the keypad and de tach (or attach ) it from the handset cradle. Th e keys on the k eypad ar e arran ged in t hr ee grou ps: Volume and Mut e Keys – used t o incr ease ( + ) or d ecr eas[...]

Gett ing St arted ♦ 7 Softkeys (F1 – F12) Th e softk eys ar e the F1 t o F12 k eys on you r c omputer keyb oard. You u se them t o enter comman ds sh own in th e softk ey are a on the s c reen. T he co mman ds ar e not f ixed to a specifi c softk ey; inste ad, th ey ch ange d e p endi ng on th e state of th e call you ar e handli ng or the f ea[...]

8 ♦ Gettin g Star ted S t arting and Closing the Mitel Net w orks 555 0 IP Co nsole The 5550 IP Console starts with t he ope rat or status set to “ Oper ato r Absent . ” To b egin r ecei ving ca lls, y ou mu st chan ge the statu s to “ Op erator Pr esent . ” For more info rma tion, se e page 37. To start the 5550 IP C o nsole • Start Wi[...]

Gett ing St arted ♦ 9 A d justing the Console Th e consol e is d esigned wit h yo ur comf ort i n min d. Y ou can make ad just ment s to the r inger, the l an gua ge of t ext on the scre en, t he angl e of th e keyp ad, whet her you want to hand le cal ls usin g a hand set or he adset and more . Console Ri nger To turn th e consol e r in ger on o[...]

10 ♦ Gettin g Star ted Handset /Headset Th e con sole k eypad provid es jac ks for co nnecti ng a ha nd set an d a headset. O ne ja ck is lab e led for hea dset use only, the other for either hand set or h eadset use. B oth jack s can b e in u se at th e same t ime bu t wh en the y are, th e dua l-us e jack is used for listening onl y . (Typicall[...]

Call Handling Basics[...]

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Call Handlin g Basics ♦ 13 Call Handling Basics Content s Answering Ca lls .............................................................................................................. 14 Dialing T e lephon e Numbers ............................................................................................. 16 Extending (Transferrin g) Calls .[...]

14 ♦ Call Handlin g Basics A n sw ering Calls When a new call a rrives a t the consol e the be ll rings ( if it is turne d on) an d a c all w aiting i con ( ) ap pe ar s abov e t h e sof tkey a ss o ciat ed with the call. You c an answ er calls on a “ fir st - co me, fir st -s er v ed b a sis, ” usin g the Answer key or u se the softke y s fo[...]

Call Handlin g Basics ♦ 15 In th e ex ample a bove, n ot e that on e intern al [Dial 0] cal l is waiting and tw o external call s are waiting. I f you: • pr ess An s wer , you will be connected to w hich ever of t he three call s arr ive d at th e consol e fir st; • pr ess [D ial 0] , you wil l an swer th e inter nal call; or • pr ess [Ext [...]

16 ♦ Call Handlin g Basics Dialing T elephone Numbers You c an d ial an int ernal ext ension number or th e numb er of a tele phone o utsid e th e syst em. Eith er th e So u rce or Desti nation area s must b e clear . To call an extension 1. Dial the exten sion num ber fro m the c onsol e keyp ad. Informat ion about the ext en sion app ear s in t[...]

Call Handlin g Basics ♦ 17 Other ways of di aling You can u s e the f ollowing alt ernate ways o f dialing a t e lephon e number: Last Number Redial – i n ste ad of red ialing t he n umber of the la st outsi de cal l yo u pl aced, l et th e syst em do i t for you by dialin g the Last Nu mber R edial code ( ____ __ ). * System Speed Call – al [...]

18 ♦ Call Handlin g Basics Extending (T ransferring) Calls You c an tr an sfer a call t o an ext ensi on or an outsid e numb er. To transfer a call 1. Dial the de st in at ion numb er. The caller i s automatic ally placed on Consultation Ho ld while you compl ete th e tran sfer . 2. Pres s Releas e to con ne ct th e call er to t he r ingin g p ho[...]

Call Handlin g Basics ♦ 19 Transferri ng a call to an outside number You c an requ est a m eter pu lse coun t for t he cal l fro m the teleph one compan y operat or. Upon completi on of th e call, t he consol e will ring. When y ou answ er, t he met er pul se co unt will displ ay on th e con sol e scr een. Ask you r commu nicat ion s departme nt [...]

20 ♦ Call Handlin g Basics Holding and Retriev ing Calls You c an pla ce up to six caller s on h ol d wh il e you ch eck f or infor mat ion or pa ge the person t h at th e call er is requ estin g. To place a call on hold • Pr ess Hold . Informat ion about the cal l appear s in t he Calls On H old area. To retrieve a call on hold You can retri e[...]

Call Handlin g Basics ♦ 21 Conference Ca lls Up to eight parties (i nc ludin g yourself) ma y be conn ec ted to form a conf erenc e call . To set u p a con fe r en ce call • Wit h the two p artie s con nect ed t o the cons ole — on e in th e Source area and the ot her in the Destin a tion area — press [Conferenc e] . To spli t a conf erence[...]

22 ♦ Call Handlin g Basics A nsw ering Recal ls If an external call trans ferred f rom the con sole t o an e xtensio n is not answered within a c ertain tim e, the call r e turns to the console a s a r ecall. T he call waiting icon ( ) appear s above t h e [Recall ] so ftke y . Beca use Re calls are g iven pr iori ty, they will be answ ered f irs[...]

Advanced Features[...]

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Advanced Features ♦ 25 Advanced Features Content s Account Codes ................................................................................................................ 27 Bulletin Board................................................................................................................. 27 Call Answer Pri ority ..............[...]

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Advanced Features ♦ 27 A cco unt Codes An Ac count C ode i s a type of passw ord for th e system. You ma y need to enter an ac count co de to a ccess certai n f eatures or to record a c all on th e SMDR lo g for billing or accou nting purpo ses. To enter an Acco unt Code 1. Dial the Verifi ed or Non-Verifi ed Account Access Co de. A Verified code[...]

28 ♦ Advanced Feat ures Call A nswering Priority Th e c on so le i s u suall y s et u p t o an sw er in c o min g calls on a ‘ first- come , f ir st- ser v ed ’ bas is. W h en you p re s s the An swe r key wi th multipl e cal ls w ait in g, the call t hat has be en w aiting lo nge st wil l b e answ er ed fi r st . A lt ern ati vely , y ou c a[...]

Advanced Features ♦ 29 Call Park Provi ded th e app ro priat e acc ess cod e is pro gramme d int o the syst em, thi s featur e allow s an ext ension u ser to retrie ve a call that you put on h old, by dialing th e Call Par k - Remote Retrieve acce ss code, fol low ed by t he con sole id ent ity nu mber and the hold p osition number displ ayed on [...]

30 ♦ Advanced Feat ures Call W a iting Threshold To r educe cal l-w ait ing time s, your sy stem m ay be p rogra mmed t o pres ent in comin g call s to oth er consol es or an sw ering po sitio ns. If your syst em i s pro gramme d thi s way , you c an sp ecify th e numb er of call s that must b e waitin g befor e the s yst em pr esent s them t o y[...]

Advanced Features ♦ 31 Dat a Calls You m ay be ask ed to connect an outsi de ca ller t o a dat a connection f or dat a communi c ations . To conn ect a ca lle r to a mod em 1. Advi se call er t o swit ch loc al m odem t o “ Data ” wh en th ey hear the hi gh-pit ched m odem to ne. 2. Dial the modem num ber. ‘ Mode m Call ’ appe ars in st a[...]

32 ♦ Advanced Feat ures Day and Night Serv ice Off ice t eleph one syst ems ar e t ypi cal ly p la ced i n Ni ght S ervi ce after re gular ho urs , or wh enever th e last av ailable consol e is left unattended. Calls t hen rin g altern at e answ ering p oint s — eith er de sign ated extension s, or a ni g ht bell. Exten sion u ser s can dial t [...]

Advanced Features ♦ 33 Do Not Disturb (Extensions) Extension us e rs usua lly s e t and c a ncel Do N ot Disturb (DND ) on their own phones but you may b e asked to do it for them. When set, D ND pr events calls from r ingin g the e xtensi on. To s et up D o N ot Dis t urb on beh al f o f a n ex te ns io n us er 1. Select Set Station DND on the P[...]

34 ♦ Advanced Feat ures Emergency Calls Th is featur e rai s es a n alarm at the conso le wh en an exte nsion user p lace s an emer gency call and ident ifi es the extens ion th at plac ed th e call . Wit h t his infor mati on, you can dir ect emer gency serv ices (f or exampl e, poli ce or a mbulan ce p ersonn el) to t he location from wh ic h t[...]

Advanced Features ♦ 35 Feature A ccess Codes To use th e Recove r and Voi c ema i l keys on the con sol e key p ad, your consol e must b e progr amm ed with th e corre ct acc ess cod es. To p rog ram t he Re cov er a nd Voi cem ail ac cess codes 1. Choo se Optio ns on the Tools men u. 2. Click Mi scell aneous . 3. Type the a ccess code s in t he [...]

36 ♦ Advanced Feat ures Messag e W aiting You can set (act ivate) a m essage waiting ind icator on an ext ension , t o notify t h e user that y ou hav e a mess age f or him or her. You can al s o ch e ck whet he r a n extensi on has a m e ssage waiting and c lear th e message waitin g indicat ion. If a dialed extension is bus y, unanswered or ha [...]

Advanced Features ♦ 37 Operator A bsent/Pres ent S t atus You c an chan ge the Op erat or stat us t o Ab sent wh en you p lan to be away fr om your desk an d do not w ant calls sent to y our console. Al l ne w and waiting c alls will rin g another de s tin ation de termi ned by sys tem pro gram ming . To chan ge t he Oper ator Pr esent/A bsen t s[...]

38 ♦ Advanced Feat ures Paging If your syste m has p aging equipm ent, you can use it t o make announ cemen ts t o one or more ar eas or “ z on es. ” Use th e Pagin g Zon es t ab le i n th e Refer ence s ection t o re cord th e locati on of th e paging z ones. To make a page The So urce and Des tina tion areas of you r scre en must b e cle ar[...]

Advanced Features ♦ 39 Phone Book Use th e Phon e Book to search your s ystem ’ s t eleph on e di rect ory for p eop le and ex tens ions. Y ou can se arch by ente ring a person ’ s name, an exten sion num ber, a de partment, or a l ocation. Searching by de partment is us eful when a caller req uests t o spea k t o “ so meo ne i n Sa les ”[...]

40 ♦ Advanced Feat ures Scratch Pad The Scrat ch Pad is your own persona l phone director y and Sp ee d Dial l ist. U se it to sa ve te lephon e num ber s for fa st er di aling or to store t he n ames and nu mber s of cal lers f or futu re ref erence. To enter in formation into the Scratch Pad You c an use t he Scr atch P ad whil e conn ected t o[...]

Advanced Features ♦ 41 T runk Group S t atus Display Tr unk Gr oup Status Di splay is an option al featur e that lets y ou monitor tr affic on t he syste m. Durin g peak tra ffic periods, s ome user s could experi ence pr oblem s makin g extern al call s and m ay contact you t o find out wh y . The Trunk Group Status Display featur e enabl es you[...]

42 ♦ Advanced Feat ures Sy stem Sp eed Call Frequ ently d ia led tel eph one numb ers ma y be sav ed for y ou and other ext ension user s for sp eed di aling. U se th e table p r ovi ded in the R efer ence s ection t o re cord th e S yste m S peed C all numb ers yo u will mo st lik el y ne ed . • Di al the Syste m Speed Call Numb er Th e store [...]

Hotel/Motel Features[...]

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Hotel/Mot el F eatures ♦ 45 Hotel/Motel Features Content s Displaying an d Changing Room Information .................................................................... 46 Searching for R ooms ....................................................................................................... 47 Changing R oom Occupan c y and Co ndition Statu[...]

46 ♦ Hotel/ Mot el Features Displa ying and Changing Room Information Room infor matio n in cludes guest n ame, ro om occup ancy an d cond ition statu s (V acant, C lean, Out of S ervice, etc.), outgoin g call ch arge s an d re strict ions, a nd th e st atus of mess age wait ing, wake-up call, a nd other gue s t servi ces. To displa y, enter, or [...]

Hotel/Mot el F eatures ♦ 47 After d isplayi ng the room inform ation, you can ... • Enter or change the name of the guest and the company or group he or she is aff iliated with. T he guest ’ s nam e can hav e a maximu m of 20 char acters. • Chec k the guest in or out (se e page 48). • Change the room ’ s o ccup an cy or conditi on stat [...]

48 ♦ Hotel/ Mot el Features 4. To view in form ation for a r oom in the lis t, cli ck to s elect it and th en pr ess [Select ] . Use th e arrow keys o r the Page U p and Page D own keys to scr ol l thr ough th e rooms . If a pr inter is at tache d to t he con sole, you can prin t th e occup an cy an d condit io n st atus for all ro oms in th e ho[...]

Hotel/Mot el F eatures ♦ 49 To set, cha nge, o r can cel a wak e-up ti me while viewing t he guest room ’ s inf ormation 1. For ea ch wake- up call that yo u wan t to set up, spec ify t he frequ ency (onc e or dail y) and m ethod ( automati cally by the syste m or pers onally b y a hotel employee ) of deliv ery. 2. Click in the Wake-u p box, an[...]

50 ♦ Hotel/ Mot el Features Blocking Room-to-Room Calls Call Blo cking st ops gue sts from placing c alls to ot her room s. You can con trol w hen Clo ck Bloc king t ak es eff ect and the r ooms affected by it. To control whether Call Blocking affects a room 1. Pres s Guest S ervice , or if you are alr e ady on a call to t he room, pr e ss th e [[...]

Hotel/Mot el F eatures ♦ 51 Clearing th e M essage R egist er Th e mess age regi st er i s a recor d of th e nu mber and c ost of al l ext ernal calls p laced from a gue st roo m telep hone. T he sy stem uses m eter puls es re ceive d fro m the local t elepho ne co mpa ny t o calcu lat e cost s. I f pul ses ar e not rec eived , the n only t he n [...]

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Reference[...]

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Reference ♦ 55 Reference Content s Alarms ......................................................................................................................... ... 56 Greetings ...................................................................................................................... .. 56 Rerouted Calls ...........................[...]

56 ♦ Refe renc e A l arms Your tel eph on e syst em us es auto mati c monitor ing a nd f ault diag no sis t o check th e syst em f or f aults. An a lar m st atu s ap p e ar in g i n t h e up per- r ig ht c orn er of th e scr e en notif ies yo u w h en a f au lt occu r s . Wh en th ere ar e no f ault s, t hi s ar ea is bl ank . I f a cri tic al al[...]

Reference ♦ 57 Rerouted Calls Som e us ers may deci de to r erout e th eir call s to you r console, or the s ystem ma y be pro gramme d to r erout e c ertain t ypes of calls or all calls made at gi ven ti mes t o your consol e. Th e call s th at are r erout ed to your consol e may b e one of four types: • Call s a u ser h as f orwar ded (F ollo[...]

58 ♦ Refe renc e Class of R estrict ion Each extens ion and tr unk in th e syst em i s as signed a Cl ass of Restr iction . A s its n ame im plies, a Class of Restr icti on (COR ) may restr ict an extens ion ( or a trun k) fro m acces sin g an exter nal route at a g iven time. Th e ext ension ’ s C O R is dis p laye d in t he Sou rce or D estin[...]

Reference ♦ 59 Feature A ccess Codes FEATURE CODE Account Code Access - Ve rifi able ___ ______ _____ __ ___ ___ _____ _ - Non -Ve rifiab le ___ ______ _____ _____ _____ ___ _ As so cia ted Da talin e Acces s ___ ______ _____ _____ ___ _____ _ Lo opbac k ___ ______ _____ _____ _____ ___ _ Call Hol d - Re triev e ___ ______ _____ _____ ___ _____ _[...]

60 ♦ Refe renc e Glossary Account Code A co de you di al to a ccess cert ain sy stem fe ature s; to apply your Clas s of Ser vic e (CO S) at a diff er ent exte n s ion; or to as so ciat e a caller with a n SMDR r e cord for accounting purpo ses. ARS - Automat ic Route Sel ecti on This is an a pplication that handles long dist ance call routin g a[...]

Reference ♦ 61 Line A tele phone communi cation s chann el betw een switch ing cen ter s or the C e ntral O ffic e and t he 330 0 ICP. Night Answ er Poi nt(s) An ext ension user c an answ er incoming call s rin ging t he N ight Answ er P oint b y di ali ng th e TAFA S code. Night Ser vice A syst em mod e of op eration that r oute s incomi ng ca l[...]

62 ♦ Refe renc e Hunt Group s Diali ng a H unt Gr ou p Pil ot Num ber either from th e key pad or thr ough t h e Ph on e Bo ok featur e, con n ect s you to the f irst availab le ext ension in that area. Cont act you r co mmun ication s departm ent for more informatio n Pilot Number Hunt Group Name Extensions Paging Zones Use th is ta ble to recor[...]

Reference ♦ 63 Sy stem Sp eed Call List Name Number[...]

64 ♦ Refe renc e Sy stem Messages Th ese me ss ag es app ear in the vari ou s are as of your scr een . Absent Feat ure Disal low ed f or Last Attendant . Se lec t Nigh t Servic e As the last or only attendant in th e group, you cannot place y our consol e int o absent mode. Access Di sallow ed Th e featur e acc ess cod e you ’ v e di aled is no[...]

Reference ♦ 65 Canceling Do Not Dist ur b for All Stati ons Yo ur requ est i s in p rogress . Canceling For w ardi ng for All St ations Yo ur requ est i s in p rogress . Cannot Act i vate Feat ur e if a Party i n DESTINATION Release p arty in DEST and tr y again. Cannot Put Conne cted Par ty On Consult ati on Hol d You alr e ady h ave a par ty on[...]

66 ♦ Refe renc e Guest Ser vi ce Part of th e Hotel/Mot el Featur e pack age. This pr ompt appear s in sever al att endant mode operat ion s. P res sing it place s th e consol e in Gu est Ser vice mo de im mediat ely. Headset or handset r equired f or at tendant oper ati on Plug in your he a dset or handset. Holding Par ty Locked Out You hav e le[...]

Reference ♦ 67 Must CANCEL before dial ing Pres s Cancel on th e con sole k eypad, and th e try dia ling again. Must Press Ret rieve Key then 1 - 6 or * to Retrieve Held Call. Req uest I gnored. Try again, but dial the posit io n n umber of he ld c a ll (1-6), or dial * (to retriev e the longe st held cal l). Netw ork Shows if y ou have di aled o[...]

68 ♦ Refe renc e Seiz ed Confi rmat ion me ssag e when y ou ac cess a trunk. Select Pagi ng Zone Enter the nu mber of the z one whi ch you w ish t o acces s by the Pager. Select ed Oper ati on Not Being Acknowl edged. Request is Abandone d Th e tele phone system i s not proc essin g you r req uest. Tr y again later or veri f y your oper ation. Se[...]

Reference ♦ 69 Unable to Set up or Add to Conf er ence Either: • ther e is a restr ictio n in you r C OS/C OR p re venting you fr om settin g up a conf eren ce; • you h ave re ached t he maximu m number o f trunks all owed in a conf erenc e; • you h ave re ached t he max imum nu mb er o f con feree s all ow e d in a conf erence ; or • you[...]

70 ♦ Refe renc e T e lephone Director y Name Number T runk Numbers Use th i s ta ble to r ecor d t he trun k numb er s your s ystem uses. Contact your c o mmunications dep artment for more informatio n about the trunk numbers. Trunk Number Use[...]

Index ♦ 71 Index A Abs ent, O perator status , 38 Ac cess Codes , prog ramm ing, 35 Account Codes, 27 Answ er call s, 14 Answ er key , 14 Answ erin g pri ority, changin g, 28 Ap pl ic at ion are a, 5 As soc iated d ata l ine, 31 B Bulletin B o ard, 27 Busy n umber , tr an sfer t o, 18 C Call An swer Pr io rit y, 28 Call Block , 50 Call For wardin[...]

72 ♦ Index G Guest room Find room s, 47 Guest Room Condition status , c hang e , 48 Displ ay/ chang e room inf ormati on, 46 Occup any statu s, chan g e, 48 Guest Room s Call Blocki ng, 50 Call Restrict ions for, 49 Check-in/Ch eck-out, 48 Mess age Regi ster, clear, 51 Monitoring, 50 Report s , printi ng, 51 Wak e-u p call s, 48 H Hand set, 7 Ena[...]

Index ♦ 73 Start console, 8 Statu s area , 5 Status Di s play, T runk Grou p, 41 Syst em Me ss ag es , 64 Syst em Speed C all, 4 2 Syst em Spe ed C all List , 6 3 T Tel epho ne Dir ectory, 7 0 Telep hon e numb ers, dialing, 16 Time, settin g , 10 Tone Signalin g, 42 Traffic Mo nito rin g . S ee Tru nk Gro up Status Display Tr ansfer ca ll s, 18 T[...]