Mitel MiVoice 6920 User Manual
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Mitel MiVoice 6920 User Manual

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Mitel MiVoice 6920 IP Phone
58015114 REV02
RELEASE 1.1 USER GUIDE FOR MIVOICE BUSINESS

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Summary of Contents for Mitel MiVoice 6920

  • Page 1 Mitel MiVoice 6920 IP Phone 58015114 REV02 RELEASE 1.1 USER GUIDE FOR MIVOICE BUSINESS...

  • Page 2: Mitel Mivoice 6920 Ip Phone User Guide

    ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes.

  • Page 3: Software License Agreement

    Equipment for which the Software was intended. This Product may integrate programs, licensed to Mitel by third party Suppliers, for distribution under the terms of this agreement. These programs are confidential and proprietary, and are protected as such by copyright law as unpublished works and by international treaties to the fullest extent under the applicable law of the jurisdiction of the Customer.

  • Page 4: Table Of Contents

    Mitel MiVoice 6920 IP Phone User Guide Software License Agreement ............1 Welcome .
  • Page 5 Table of Contents Speed Call ..............36 Other Features .
  • Page 6 Mitel M695 Programmable Key Module (PKM) ........

  • Page 7: Welcome

    The 6920 IP phone is compatible with the MiVoice Business phone system. About this guide This guide explains how to use the basic features of your new Mitel MiVoice 6920 IP phone. Not all features listed are available by default. Your System Administrator has the ability to customize many features on this phone.

  • Page 8: Installation And Setup

    Protect your hearing Your Mitel MiVoice 6920 IP phone has a control for adjusting the volume of the handset, headset, and speakerphone. Because continuous exposure to loud sounds can contribute to hearing loss, keep the volume at a moderate level.

  • Page 9: Phone Keys

    Phone keys Phone keys Key panel The following sections describe the various Mitel MiVoice 6920 IP phone key functions and how they can help you make and manage your calls and caller information. Handset Goodbye Key Speaker Redial Key Message Waiting Indicator (MWI)

  • Page 10: Key Description

    Mitel MiVoice 6920 IP Phone User Guide Key description The following table describes the keys on the Mitel MiVoice 6920 IP phone: Description Contacts key - Displays a list of your contacts. For more information, see “Contacts” page 49 Call History key - Displays a list of your missed, outgoing, and answered calls.

  • Page 11: Dialpad Keys

    Dialpad keys The Mitel MiVoice 6920 IP phone has a dialpad with digits from 0 through 9, a * key, and a # key. Keys 2 through 9 contain the letters of the alphabet. These dialpad keys can be used to dial a phone number to make a call (see “Making calls”...
  • Page 12 Mitel MiVoice 6920 IP Phone User Guide The * is called the star key. The # is called the pound key, number sign, or hash key, depending on one's nationality or personal preference. These can be used for special functions such as accessing advanced services.

  • Page 13: Getting Started

    Getting started Getting started The Mitel MiVoice 6920 IP phone must be set up and be configured by the System Administrator prior to its first use. UI overview Home screen When the phone has successfully booted up and connected to the network, the phone displays the Home screen.
  • Page 14 Mitel MiVoice 6920 IP Phone User Guide The following table identifies and describes the phone and network status indicators on the Home screen. Icon Description Network Connected - The Network Connected icon displays on the Home screen when the phone is connected to the MiVoice Business call server.
  • Page 15 Getting started The state-sensitive softkeys change depending on the state of the phone and are used to perform different functions when the phone is an idle, connected, outgoing, or busy state. The Prime Line key is a visual indication of the status of your prime line. When your phone is in an idle state, your (Prime Line) icon is solid blue.

  • Page 16: Call Screen

    Mitel MiVoice 6920 IP Phone User Guide Call screen During an incoming or outgoing call and when on an active call, all the essential information regarding the call is displayed on screen, including the caller’s avatar, name, number, and call duration timer.

  • Page 17: Ui Navigation

    Getting started UI navigation UI navigation is performed using the navigation keys located to the right of the softkeys. Navigation Keys/ Select Button There are four directional keys (up, down, left, and right) on the navigation cluster that can be used to navigate through the various applications and settings menus.

  • Page 18: Customizing Your Phone

    Mitel MiVoice 6920 IP Phone User Guide Customizing your phone You can customize your phone and view your phone status by pressing the (Settings) key, opening the Static Settings menu. This menu provides a single location to access all your phone settings.

  • Page 19: Using The Static Settings Menu

    Customizing your phone Using the Static Settings menu 1. Press the (Settings) key on the phone to enter the Static Settings menu. 2. Use the left and right navigation keys to highlight an option and the up and down navigation keys to scroll through the sub options.
  • Page 20 Mitel MiVoice 6920 IP Phone User Guide • Phone Info: General phone-related information such as model number, hardware and call server revisions, main firmware version, and boot version. Note: Press the Copyright softkey to view copyright information.
  • Page 21 Customizing your phone To view the Status menu: 1. Press the (Settings) key on the phone to enter the Static Settings menu. 2. Press the Select button or Select softkey to enter the Status menu. 3. Use the up and down navigation keys to scroll the through the following status items: •...

  • Page 22: Language

    4. To view more information on the selected status item, press the right navigation key and press the down navigation key to scroll through the information. Language The Mitel MiVoice 6920 IP phone supports the following languages: • English •...
  • Page 23 Customizing your phone • Spanish • Spanish (Latin America) • Portuguese • Portuguese (Brazil) • Dutch • Italian • Romanian • Russian • Swedish • Polish When you set the language on the phone, all on-screen text (in idle/call screens, static setting menus, and applications) displays in the selected language.

  • Page 24: Call Forward

    4. Use the up and down navigation keys to choose the applicable screen language. 5. Press the Save softkey to save your changes. Call Forward Call Forward on the Mitel MiVoice 6920 IP phone allows incoming calls to be forwarded to another destination. You can enable your calls to be forwarded: •...
  • Page 25 Customizing your phone To configure call forward settings: 1. Press the (Settings) key on the phone to enter the Static Settings menu. 2. Navigate to the Call Forward setting and press the Select button or Select softkey. 3. Enter forwarding numbers using the dialpad keys for any of the following states: •...

  • Page 26: Audio

    Mitel MiVoice 6920 IP Phone User Guide Audio The Audio setting on the Mitel MiVoice 6920 IP phone allows you to personalize ring tones, select the initial audio path used when pressing the (Speaker/Headset) key, and enable or disable DHSG headset mode.

  • Page 27: Audio Path

    Customizing your phone Audio Path The Mitel MiVoice 6920 IP phone allows you go "handsfree" when handling incoming and outgoing calls by supporting the use of a headset (USB, analog wired, or DHSG/EHS wireless) or through speakerphone mode. The Audio Path setting allows you to choose the initial audio path used when pressing the (Speaker/Headset) key.

  • Page 28: Headset

    Mitel MiVoice 6920 IP Phone User Guide Headset The Headset setting allows you to enable DHSG mode when a DHSG/EHS headset is connected to the phone. To enable/disable DHSG headset mode: 1. Press the (Settings) key to enter the Static Settings menu.

  • Page 29: Display

    The Display setting allows you to set the following on your phone: • Brightness Settings: The Brightness Level setting on the Mitel MiVoice 6920 IP phone allows you to set the amount of light that illuminates the LCD display. •...

  • Page 30: Config Teleworker

    8. Press the Save softkey to save your changes. Config Teleworker The Mitel MiVoice 6920 IP phone can be configured to work in teleworker mode, which allows remote workers access to the same rich communications capabilities as in-office workers when using the IP phones.

  • Page 31: Audio Diagnostics

    Note: Press the Stop softkey at any time to stop capturing the audio diagnostic logs. To save the audio diagnostic logs to your PC using the Mitel Web UI: 1. Open your web browser and enter the phone’s IP address or host name into the address bar.

  • Page 32: Ping

    Guide. Ping The Ping sub-menu allows you to ping a host name or IP address directly from the Mitel MiVoice 6920 IP phone. This tool can be used to verify whether or not network connections between the Mitel MiVoice 6920 IP phone and other network endpoints are intact.

  • Page 33: Tcp Dump

    Note: Press the Stop softkey at any time to stop capturing the TCP DUMP logs. To save the TCP network packet logs to your PC using the Mitel Web UI: 1. Open your web browser and enter the phone’s IP address or host name into the address bar.

  • Page 34: Dhcp Trace

    4. Click on the Download Log Files link beside Get Log Files. 5. Save the file to the desired location on your computer. Note: For more information on Mitel Web UI features, see the Mitel MiVoice 6900 Series IP Phones Administrator Guide.

  • Page 35: Restart

    Customizing your phone 2. Navigate to Diagnostics > DHCP Trace using the navigation keys and press the Select softkey. Mitel MiVoice 6920 DHCP Trace The following parameters and associated values are displayed: • mac_addr: The MAC address of the IP phone.
  • Page 36 Mitel MiVoice 6920 IP Phone User Guide To restart your phone: 1. Press the (Settings) key on the phone to enter the Static Settings menu. 2. Navigate to the Restart option and press the Select button or Select softkey. 3. When the prompt, Restart Phone? appears, navigate to the Yes button and press the Select button or press the Restart softkey.

  • Page 37: Configuring And Using Programmable Keys

    1. If Mitel M695 Programmable Key Modules (PKMs) are attached to the phone, you can configure up to an additional 28 keys on each PKM. 2. The Mitel MiVoice 6920 IP phone allows up to three PKMs on each phone. For more information about PKMs, see “Mitel M695 Programmable Key Module (PKM)”...

  • Page 38: Speed Call

    Mitel MiVoice 6920 IP Phone User Guide Speed Call The Speed Call key allows you to dial a specified number with one key press. Speed Call keys can be useful as they can be programmed to dial external numbers, dial directly to another person’s extension or quickly access features that use feature access codes.
  • Page 39 Configuring and using programmable keys Phone Lock has no effect on incoming calls but restricts outgoing calls, with the following exceptions: • Calls to emergency trunk routes. • Local operators. All hard keys on the device are disabled except for the dialpad and volume keys. All programmable keys and softkeys are disabled except for the Phone Lock, Hot Desk, and Emergency Notification feature access keys.

  • Page 40: Call Forward Always

    Mitel MiVoice 6920 IP Phone User Guide Call Forward Always Programming a Call Forward Always key allows you to quickly enable and disable call forwarding for all calls on your phone even if you have other call forward modes enabled through your Call Forward settings menu.

  • Page 41: Do Not Disturb

    Configuring and using programmable keys To disable Call Forward Always: 1. Press the key that you have programmed with Call Forward Always functionality. When Call Forward Always is disabled, a (Call Forward Always) icon is removed from the status bar. 2.

  • Page 42: Account Codes

    Mitel MiVoice 6920 IP Phone User Guide Account codes Accounts codes are an effective way of grouping calls together for accounting, auditing, and reporting purposes. When you tag a call with an account code, the code is picked up in the records generated by your call server.
  • Page 43 Configuring and using programmable keys 1. While on an active call, press the key that you have programmed with Account Code Non Verified functionality. 2. Enter the digits (up to 12) for the account code using the dialpad keys. 3. Press the # (hash) key. Account Code Verified To program an Account Code Verified key: 1.

  • Page 44: Making Calls

    Mitel MiVoice 6920 IP Phone User Guide Making calls This section describes ways to make calls on your Mitel MiVoice 6920 IP phone, using your handset, speakerphone or headset. Dialing a number First, take the phone off-hook by: • Lifting the handset for handset operation, or •...

  • Page 45: Receiving Calls

    Receiving calls Receiving calls When a call is ringing at your extension, the callers name, number, and avatar (if applicable) display on the Call screen. Additionally, the Prime Line key icon flashes indicating the incoming call. Answering an incoming call To answer an incoming call: •...

  • Page 46: Handling Calls

    Mitel MiVoice 6920 IP Phone User Guide Handling calls When you are connected to a call, you can use hard keys on the phone perform various action such as placing a call on hold or muting the microphone. Softkeys can also be used to perform actions such as transferring calls or creating multi-party conference calls.

  • Page 47: Transferring A Call

    Handling calls Transferring a call There are two types of call transfers that can be performed on the Mitel MiVoice 6920 IP phone: • Unattended Transfer: An unattended transfer is when you transfer a call directly to another extension without consulting with the person receiving the call.

  • Page 48: Creating A Multi-Party Conference Call

    Creating a multi-party conference call The Mitel MiVoice 6920 IP phone supports multiples parties in a conference call. To create a multi-party conference call: 1. Ensure you are on active call with one of the parties with whom you wish to create a conference.
  • Page 49 Handling calls 3. Enter the conference target’s number. 4. Wait for an answer, consult, and then press the Join Calls softkey to create the three-way conference call. Notes: 1. Pressing the Trade Calls softkey swaps the active call with the other party currently on hold.

  • Page 50: Ending A Conference And Transferring Remaining Parties

    Mitel MiVoice 6920 IP Phone User Guide Ending a conference and transferring remaining parties The Mitel MiVoice 6920 IP phone allows a host to easily leave a conference call without disrupting the connection of the other remaining parties. If you are the host of a conference call and want to leave the conference, press the Leave Call softkey on the phone.

  • Page 51: Managing Calls

    Managing calls Managing calls The Mitel MiVoice 6920 IP phone has several features that make it easier to manage calls. Three of the main call management features include the Contacts application, the Call History application, and Voicemail. Contacts The Contacts application is your personal phone book and directory, conveniently stored within your phone.
  • Page 52 Mitel MiVoice 6920 IP Phone User Guide 3. Press the right navigation key to move to the contact selection column. From this column, you can use the up and down navigation keys to scroll through the list of contacts. 4. From the contact selection column, press the right navigation key to display the contact card for the selected contact.
  • Page 53 Managing calls Performing a search Search functionality is applied to your Personal contact folder and your Corporate contact folder if your corporate directory is configured to be cached. Note: If you do not see a number indicating the amount of contacts beside your Corporate folder, your corporate directory is configured to be non-cached.
  • Page 54 Mitel MiVoice 6920 IP Phone User Guide 3. When matches are found, navigate to the contact entry and perform your desired action. Dialing from the Contacts application Dialing can be performed by manually navigating to the contact, selecting a phone number (if the...

  • Page 55: Personal Folder Features

    Managing calls Personal folder features The Personal folder contains the contacts that have been created or copied directly to the phone using the phone UI. From the Personal folder you can search for a personal contact, place a call to the selected personal contact, add new personal contacts, delete all personal contacts, delete individual personal contacts, or edit existing personal contacts.
  • Page 56 Mitel MiVoice 6920 IP Phone User Guide 6. Press the down navigation key to select the Number category. 7. With Number highlighted, press the right navigation key to move to the number type tab. 8. Use the left and right navigation keys to switch the type of number to either Work, Home, or...
  • Page 57 Managing calls 9. Press the down navigation key to move to the number input field and enter the number of the personal contact using the dialpad keys. 10. (Optional) Press the down navigation key to move to the second number type tab field and repeat steps 8 and 9 to enter a secondary number.
  • Page 58 Mitel MiVoice 6920 IP Phone User Guide 4. Press the right navigation key to view the contact card for the selected contact and press the Edit softkey. 5. Use the navigation keys to navigate through the various tabs and fields and edit any information using the dialpad keys.
  • Page 59 Managing calls 3. Press the Yes softkey to delete all contacts from your Personal folder. Note: Press the No softkey to cancel the delete process. Deleting a contact from the Personal folder To delete contacts from your Personal folder: 1. Press the (Contacts) key.

  • Page 60: Corporate Folder Features

    Mitel MiVoice 6920 IP Phone User Guide Corporate folder features The Corporate folder contains the contacts that are available through your corporate LDAP directory. Notes: 1. Access to corporate directories must be set up by your System Administrator. 2. Updates made to your corporate directory are reflected on your phone only at the re-synchronization time configured on the MiVoice Business phone system.
  • Page 61 Managing calls 2. Press the down navigation key to select the Corporate folder. 3. Press the Search softkey to enter the search bar. 4. Using the dialpad keys enter in the first letters of the contact’s last name and press the Search softkey.
  • Page 62 Mitel MiVoice 6920 IP Phone User Guide Copying a Corporate contact to the Personal folder To copy a contact in your Corporate folder to your Personal folder: 1. Press the (Contacts) key. 2. For non-cached corporate directories, perform a search as detailed in “Performing a search on...

  • Page 63: Call History

    Managing calls Call History The Call History application is a stored log of all your calls. You can view details of all your outgoing and received calls as well as any calls that were unanswered or missed. Your telephone logs the type of call, information regarding the remote party (name, number, and avatar), and the time of the call.

  • Page 64: Deleting Entries From The Call History Application

    Mitel MiVoice 6920 IP Phone User Guide To access and use the Call History application: 1. Press the (Call History) key. 2. You can view the list of call entries on the right for each respective type of call by pressing the up and down navigation keys.
  • Page 65 Managing calls 2. Use the navigation keys to highlight the My Phone call type folder. 3. Press the Delete softkey. A delete all confirmation message appears on screen. 4. Press the Delete softkey again to delete all entries in the Call History application. Note: Press the Cancel softkey to cancel the delete process.
  • Page 66 Mitel MiVoice 6920 IP Phone User Guide 3. Press the Delete softkey. A delete all confirmation message appears on screen. 4. Press the Delete softkey again to delete all entries in the selected call type folder. Note: Press the Cancel softkey to cancel the delete process.

  • Page 67: Copying Entries To The Personal Folder In The Contacts Application

    Managing calls 6. Press the Delete softkey again to delete the individual call entry. Note: Press the Cancel softkey to cancel the delete process. Copying entries to the Personal folder in the Contacts application To copy a Call History entry to the Personal folder in the Contacts application: 1.

  • Page 68: Missed Calls Indicator

    Mitel MiVoice 6920 IP Phone User Guide Missed calls indicator The Mitel MiVoice 6920 IP phone has a missed calls icon located on the status bar that indicates the number of calls that went unanswered. As the number of unanswered calls increment, the information associated with the calls are stored in the Call History application under the Missed call folder.

  • Page 69: Voicemail

    Voicemail Note: Voicemail functionality must be configured by your System Administrator. When voicemail functionality is enabled, the MWI LED on the Mitel MiVoice 6920 flashes red and (Voicemail) icon displays on the status bar indicating that voicemail messages are available.

  • Page 70: Visual Voicemail

    Mitel MiVoice 6920 IP Phone User Guide Visual voicemail Note: Visual voicemail functionality must be configured by your System Administrator. Visual voicemail allows you to visually interact with your voicemail. Visual voicemail displays an accurate count of your voicemail messages on the status bar and the screen saver. The count on the screen saver is a total of missed calls and voicemail messages.

  • Page 71: Log Into Your Voicemail

    Managing calls 1. Press the (Settings) key on the phone to enter the Static Settings menu. 2. Navigate to Voicemail using the left navigation key and then press the Select softkey. 3. Press the Select button to select the key opens Voicemail App checkbox. 4.

  • Page 72: Log Out Of Your Voicemail

    Mitel MiVoice 6920 IP Phone User Guide 2. In the Passcode field, enter the passcode. 3. (Optional) Press the down navigation key and press the Select button to select the Remember passcode checkbox. Note: If Remember passcode checkbox is selected, the phone stores your passcode and launches your voicemail without having to enter your passcode each time you log into your voicemail.

  • Page 73: Dial A Voicemail

    Managing calls • Recorded - Displays recorded voicemail messages. Urgent 3. Press the right navigation key and then use the up and down navigations keys to choose the voicemail message you want to play. 4. Press the Select button to play the voicemail. Notes: •...

  • Page 74: Delete A Voicemail

    Mitel MiVoice 6920 IP Phone User Guide • Recorded - Displays recorded voicemail messages. Urgent 3. Press the right navigation key and then use the up and down navigations keys to choose the voicemail you want to dial. 4. Press the Dial softkey to dial the number.

  • Page 75: Save A Voicemail

    Managing calls 3. Press the right navigation key and then use the up and down navigations keys to choose the voicemail message you want to delete. 4. Press the Delete softkey. A delete confirmation message appears on screen. 5. Press the Delete softkey to delete the voicemail. Save a voicemail Visual voicemail automatically saves played voicemail messages in the All folder.
  • Page 76 Mitel MiVoice 6920 IP Phone User Guide 3. Press the right navigation key and then use the up and down navigations keys to choose the voicemail message you want to send. 4. Press the Send To softkey. 5. In the Number field, enter the number.

  • Page 77: Additional Features

    Additional features Additional features The following features are available using feature keys only if your System Administrator has defined a programmable key or softkey with the respective functionality on your phone. When configured on a programmable key, icons are displayed beside the label indicating type of functionality.
  • Page 78 Mitel MiVoice 6920 IP Phone User Guide Feature Description Icons Type Call Fwd No Ans. Call Fwd No Ans. Internal is used to Toggle ON/OFF Internal redirect incoming internal calls to an alternate number when you do not answer. Call Fwd No Answer...
  • Page 79 Additional features Feature Description Icons Type Group Park Group Park allows you to place a call in a Toggle ON/OFF special hold state. You, or someone else, can then retrieve the call from another extension in the system. Group Park uses a single feature key to both park and retrieve calls.
  • Page 80 Mitel MiVoice 6920 IP Phone User Guide Feature Description Icons Type Multicall Multicall Groups let multiple telephones Line States Non-Toggle share the same extension number. Incoming calls ring all of the idle stations, and the stations stop ringing when one member answers the call.
  • Page 81 Additional features Feature Description Icons Type Secretarial A DSS key provisioned with the Line States Non-Toggle "secretarial" option allows you to perform a transfer to the associated device or directory number. Single Line The Single Line feature is used to set the Line States Non-Toggle prime line as a single line, whereby it is...

  • Page 82: Accessory Support

    Accessory support Mitel M695 Programmable Key Module (PKM) Up to three Mitel M695 PKMs can be attached to the right of the Mitel MiVoice 6920 IP phone providing you with 84 additional programmable keys (28 keys per PKM). The Mitel M695 PKM features a 4.3” 480x272 pixel color backlit LCD display that provides a unified graphical user experience with the Mitel MiVoice 6920 IP phone.

  • Page 83: Mitel Wireless Lan Adapter

    The Mitel Wireless LAN Adapter is a wireless bridge that can add wireless connectivity functionality to your Mitel MiVoice 6920 IP phone. It allows your Ethernet-enabled phone to join a secure, high-speed network. It is software transparent meaning no changes to drivers, management tools, or applications are needed.

  • Page 84: Analog, Dhsg/Ehs, And Usb Headsets

    3. Contact your System Administrator for questions regarding supported headsets or refer to the MiVoice Business Release 8.0 Release Notes. 4. Headsets connected to the Mitel MiVoice 6920 IP phone are limited in functionality to answering, ending, and muting calls. Additional headset features (such as rejecting calls) are not supported and will cause unexpected behavior (e.g.

  • Page 85: Limited Warranty

    After warranty service Mitel offers ongoing repair and support for this product. This service provides repair or replacement of your Mitel product, at Mitel's option, for a fixed charge. You are responsible for all shipping charges. For further information and shipping instructions: •...
  • Page 86 © Copyright 2017, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.

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