Mitel 5550 User Manual
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Mitel 5550 User Manual

Mitel 5550 User Manual

Ip console
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Summary of Contents for Mitel 5550

  • Page 1 USER GUIDE...
  • Page 2 Consult the dealer or an experienced radio/TV technician for help. Note: Changes or modifications not expressly approved by Mitel Networks Corporation may void the user’s right to operate the equipment. Notice to Customers in EU Countries We, Mitel Networks Ltd.
  • Page 3 The exclamation point within an equilateral triangle indicates that important operating and maintenance (servicing) instructions are included in the literature accompanying the product. ® Trademark of Mitel Networks Corporation © Copyright 2002, Mitel Networks Corporation All Rights Reserved. Printed in Canada...

  • Page 5: Table Of Contents

    Console Screen ... 5 Console Keypad ... 6 Softkeys (F1 – F12) ... 7 Handset and Cradle ... 7 Starting and Closing the Mitel Networks 5550 IP Console ... 8 Adjusting the Console ... 9 Call Handling Basics... 13 Answering Calls ... 14 Dialing Telephone Numbers ...
  • Page 6 Clear All Features... 30 Data Calls ... 31 Day and Night Service ... 32 Do Not Disturb (Extensions) ... 33 Emergency Calls... 34 Feature Access Codes ... 35 Firmkey Programming ... 35 Message Waiting... 36 Operator Absent/Present Status ... 37 Override ...
  • Page 7 Reference... 55 Alarms... 56 Alarm types ... 56 Greetings ... 56 Rerouted Calls ... 57 Class of Restriction ... 58 Class of Service... 58 Feature Access Codes ... 59 Glossary ... 60 Hunt Groups ... 62 Paging Zones ... 62 System Speed Call List...
  • Page 9 Getting Started...

  • Page 11: Getting Started

    Getting Started Contents Introduction ...4 Console Components...4 Starting and Closing the Mitel Networks 5550 IP Console ...8 Adjusting the Console ...9 Getting Started...

  • Page 12: Introduction

    [Source] or [Destination]. See page 7 for more information about softkeys. Getting Started Console Components Your 5550 IP Console consists of a personal computer (PC) with monitor, a standard computer keyboard, a keypad, a mouse and 3300 Integrated a handset with cradle.

  • Page 13: Console Screen

    Console Screen The 5550 IP Console screen is divided into five areas: Console Status Area Application Area Call Waiting Area Softkey Area Response Area The Console Status area shows you at a glance what state the console and the system are in —for example whether the console ringer is on or off and whether the system is in Day or Night Service.

  • Page 14: Console Keypad

    Scratch Pad to store telephone numbers for speed dialing. BULLETIN Displays an area where you can type messages BOARD that can be viewed from all other 5550 IP Consoles on the system. GUEST Displays room status information and softkeys for SERVICE managing guest services in a Hotel/Motel installation.

  • Page 15: Softkeys (F1 - F12)

    Callback. At another time, the same key, F4, could be used to set up a conference call. Handset and Cradle The 5550 IP Console is equipped with a handset and cradle. You can adjust the slope of the cradle and detach (or attach) it from the console keypad.

  • Page 16: Starting And Closing The Mitel Networks 5550 Ip Console

    Yes, but keep in mind that having multiple applications open at the same time as the 5550 IP Console can adversely affect its performance. If possible, try to limit your use of other applications to periods when call traffic is low.

  • Page 17: Adjusting The Console

    Adjusting the Console The console is designed with your comfort in mind. You can make adjustments to the ringer, the language of text on the screen, the angle of the keypad, whether you want to handle calls using a handset or headset and more. Console Ringer To turn the console ringer on or off Select Ringer On or Ringer Off from the...
  • Page 18 (Typically, a supervisor uses the dual-use jack to monitor a new attendant during training.) Connect Mitel Networks-approved headsets only to the keypad. For a list of approved headsets, see the 5550 IP Console Installation Guide. The dual-use jack provides different audio levels for headsets and handsets.
  • Page 19 Call Handling Basics...

  • Page 21: Call Handling Basics

    Call Handling Basics Contents Answering Calls ... 14 Dialing Telephone Numbers... 16 Extending (Transferring) Calls ... 18 Holding and Retrieving Calls... 20 Conference Calls ... 21 Answering Recalls ... 22 Recovering the Last Released Call... 22 Call Handling Basics...

  • Page 22: Answering Calls

    Answering Calls When a new call arrives at the console the bell rings (if it is turned on) and a call waiting icon ( ) appears above the softkey associated with the call. Call Waiting indicator Total Calls Waiting You can answer calls on a “first-come, first-served basis,” using the Answer key or use the softkeys for “selective answer.”...
  • Page 23 In the example above, note that one internal [Dial 0] call is waiting and two external calls are waiting. If you: press Answer, you will be connected to whichever of the three calls arrived at the console first; press [Dial 0], you will answer the internal call; or press [External], you will answer the outside call which arrived at the console first.

  • Page 24: Dialing Telephone Numbers

    Dialing Telephone Numbers You can dial an internal extension number or the number of a telephone outside the system. Either the Source or Destination areas must be clear. To call an extension 1. Dial the extension number from the console keypad. Information about the extension appears in the Destination area.

  • Page 25: Other Ways Of Dialing

    Options Other ways of dialing You can use the following alternate ways of dialing a telephone number: Last Number Redial – instead of redialing the number of the last outside call you placed, let the system do it for you by dialing the Last Number Redial code ( ______ ).

  • Page 26: Extending (Transferring) Calls

    Extending (Transferring) Calls You can transfer a call to an extension or an outside number. To transfer a call 1. Dial the destination number. The caller is automatically placed on Consultation Hold while you complete the transfer. 2. Press Release to connect the caller to the ringing phone. If the called party fails to answer within a time-out period, the transferred call (if it is an outside line) returns to the console as a Recall.
  • Page 27 Transferring a call to an outside number You can request a meter pulse count for the call from the telephone company operator. Upon completion of the call, the console will ring. When you answer, the meter pulse count will display on the console screen. Ask your communications department for further information about this feature.

  • Page 28: Holding And Retrieving Calls

    Holding and Retrieving Calls You can place up to six callers on hold while you check for information or page the person that the caller is requesting. To place a call on hold Press Hold. Information about the call appears in the Calls On Hold area. To retrieve a call on hold You can retrieve a call on hold only when the Source and/or Destination area on the screen is clear.

  • Page 29: Conference Calls

    Conference Calls Up to eight parties (including yourself) may be connected to form a conference call. To set up a conference call With the two parties connected to the console—one in the Source area and the other in the Destination area—press [Conference].

  • Page 30: Answering Recalls

    Answering Recalls If an external call transferred from the console to an extension is not answered within a certain time, the call returns to the console as a recall. The call waiting icon ( [Recall] softkey. Because Recalls are given priority, they will be answered first when you press Answer.
  • Page 31 Advanced Features...

  • Page 33: Advanced Features

    Advanced Features Contents Account Codes ... 27 Bulletin Board... 27 Call Answer Priority... 28 Call Park ... 29 Call Waiting Threshold ... 30 Cancel Call Forwarding ... 30 Clear All Features... 30 Data Calls ... 31 Day and Night Service ... 32 Do Not Disturb (Extensions) ...

  • Page 35: Account Codes

    For more information about Account Codes, contact your communications department. Bulletin Board The Bulletin Board is shared by all 5550 IP Consoles on the system. Use it to post information that you want other attendants to see and to store speed dial numbers that all attendants can access.

  • Page 36: Call Answering Priority

    Call Answering Priority The console is usually set up to answer incoming calls on a ‘first- come, first-served’ basis. When you press the Answer key with multiple calls waiting, the call that has been waiting longest will be answered first. Alternatively, you can assign priorities to calls based on their destination.

  • Page 37: Call Park

    Call Park Provided the appropriate access code is programmed into the system, this feature allows an extension user to retrieve a call that you put on hold, by dialing the Call Park - Remote Retrieve access code, followed by the console identity number and the hold position number displayed on your screen.

  • Page 38: Call Waiting Threshold

    Call Waiting Threshold To reduce call-waiting times, your system may be programmed to present incoming calls to other consoles or answering positions. If your system is programmed this way, you can specify the number of calls that must be waiting before the system presents them to your console.

  • Page 39: Data Calls

    Data Calls You may be asked to connect an outside caller to a data connection for data communications. To connect a caller to a modem 1. Advise caller to switch local modem to “Data” when they hear the high-pitched modem tone. 2.

  • Page 40: Day And Night Service

    Day and Night Service Office telephone systems are typically placed in Night Service after regular hours, or whenever the last available console is left unattended. Calls then ring alternate answering points—either designated extensions, or a night bell. Extension users can dial the Trunk Answer From Any Station (TAFAS) Code to answer incoming calls ringing the night bell.

  • Page 41: Do Not Disturb (Extensions)

    Do Not Disturb (Extensions) Extension users usually set and cancel Do Not Disturb (DND) on their own phones but you may be asked to do it for them. When set, DND prevents calls from ringing the extension. To set up Do Not Disturb on behalf of an extension user 1.

  • Page 42: Emergency Calls

    Note: Only cleared logs can be deleted. The 3300 ICP will retain all Emergency Call Logs. To close the Emergency Call Log Click Quit. Note: Once you exit the 5550 IP Console, all logs are discarded from the Emergency Call Log; however, the logs can be retrieved through the 3300 ICP.

  • Page 43: Feature Access Codes

    Questions about Emergency Calls What does the icon on the toolbar mean? It is the Emergency Call Log icon. To view the calls listed in the Emergency Call Log, click the icon once. What does the icon in the Emergency Call Log mean? Emergency calls appear in the Emergency Call Log, with the most recent call listed first.

  • Page 44: Message Waiting

    Message Waiting You can set (activate) a message waiting indicator on an extension, to notify the user that you have a message for him or her. You can also check whether an extension has a message waiting and clear the message waiting indication. If a dialed extension is busy, unanswered or has activated Do Not Disturb 1.

  • Page 45: Operator Absent/Present Status

    Operator Absent/Present Status You can change the Operator status to Absent 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 programming. To change the Operator Present/Absent status Select the state you want from the Status area.

  • Page 46: Paging

    Paging If your system has paging equipment, you can use it to make announcements to one or more areas or “zones.” Use the Paging Zones table in the Reference section to record the location of the paging zones. To make a page The Source and Destination areas of your screen must be clear.

  • Page 47: Phone Book

    Phone Book Use the Phone Book to search your system’s telephone directory for people and extensions. You can search by entering a person’s name, an extension number, a department, or a location. Searching by department is useful when a caller requests to speak to “someone in Sales”...

  • Page 48: Scratch Pad

    Scratch Pad The Scratch Pad is your own personal phone directory and Speed Dial list. Use it to save telephone numbers for faster dialing or to store the names and numbers of callers for future reference. To enter information into the Scratch Pad You can use the Scratch Pad while connected to a caller.

  • Page 49: Trunk Group Status Display

    Trunk Group Status Display Trunk Group Status Display is an optional feature that lets you monitor traffic on the system. During peak traffic periods, some users could experience problems making external calls and may contact you to find out why. The Trunk Group Status Display feature enables you to confirm excessive traffic as the most likely cause.

  • Page 50: System Speed Call

    System Speed Call Frequently dialed telephone numbers may be saved for you and other extension users for speed dialing. Use the table provided in the Reference section to record the System Speed Call numbers you will most likely need. Dial the System Speed Call Number The stored telephone number is dialed automatically.
  • Page 51 Hotel/Motel Features...

  • Page 53: Hotel/Motel Features

    Hotel/Motel Features Contents Displaying and Changing Room Information ... 46 Searching for Rooms ... 47 Changing Room Occupancy and Condition Status ... 48 Checking-In/Checking-Out ... 48 Setting/Canceling Wake-up Calls ... 48 Setting Room Call Restrictions... 49 Blocking Room-to-Room Calls ... 50 Monitoring Guest Rooms ...

  • Page 54: Displaying And Changing Room Information

    2. Enter the room extension using the computer keyboard (not necessary if you are already on a call to the room). The display shows, for example: In this example, John Smith from Mitel Corp is checked into room 1026, allowed to make long distance calls, has a Hotel/Motel Features message waiting and a wake-up call for 7:30 AM.

  • Page 55: Searching For Rooms

    Options After displaying the room information, you can... Enter or change the name of the guest and the company or group he or she is affiliated with. The guest’s name can have a maximum of 20 characters. Check the guest in or out (see page 48). Change the room’s occupancy or condition status (see page 48).

  • Page 56: Changing Room Occupancy And Condition Status

    4. To view information for a room in the list, click to select it and then press [Select]. Use the arrow keys or the Page Up and Page Down keys to scroll through the rooms. If a printer is attached to the console, you can print the occupancy and condition status for all rooms in the hotel or motel.

  • Page 57: Setting Call Restrictions

    To 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 frequency (once or daily) and method (automatically by the system or personally by a hotel employee) of delivery. 2.

  • Page 58: Blocking Room-To-Room Calls

    Blocking Room-to-Room Calls Call Blocking stops guests from placing calls to other rooms. You can control when Clock Blocking takes effect and the rooms affected by it. To control whether Call Blocking affects a room 1. Press Guest Service, or if you are already on a call to the room, press the [Guest Service] softkey.

  • Page 59: Clearing The Message Register

    Clearing the Message Register The message register is a record of the number and cost of all external calls placed from a guest room telephone. The system uses meter pulses received from the local telephone company to calculate costs. If pulses are not received, then only the number of external calls are counted.
  • Page 61 Reference...

  • Page 63: Reference

    Reference Contents Alarms ... 56 Greetings ... 56 Rerouted Calls ... 57 Class of Restriction ... 58 Class of Service ... 58 Feature Access Codes ... 59 Glossary... 60 Hunt Groups... 62 Paging Zones... 62 System Speed Call List ... 63 System Messages ...

  • Page 64: Alarms

    Alarms Your telephone system uses automatic monitoring and fault diagnosis to check the system for faults. An alarm status appearing in the upper-right corner of the screen notifies you when a fault occurs. When there are no faults, this area is blank.

  • Page 65: Rerouted Calls

    Rerouted Calls Some users may decide to reroute their calls to your console, or the system may be programmed to reroute certain types of calls or all calls made at given times to your console. The calls that are rerouted to your console may be one of four types: Calls a user has forwarded (Follow Me, Busy or No Answer).

  • Page 66: Class Of Restriction

    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 extension (or a trunk) from accessing an external route at a given time. The extension’s COR is displayed in the Source or Destination area of the console screen, along with its Class of Service and the other information on the caller.

  • Page 67: Feature Access Codes

    Feature Access Codes FEATURE 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...

  • Page 68: Glossary

    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 accounting purposes. ARS - Automatic Route Selection This is an application that handles long distance call routing automatically.
  • Page 69 Line A telephone communications channel between switching centers or the Central Office and the 3300 ICP. Night Answer Point(s) An extension user can answer incoming calls ringing the Night Answer Point by dialing the TAFAS code. Night Service A system mode of operation that routes incoming calls to the Night Answer Point(s) when the system is in Night Service and the Attendant consoles are in Absent mode.

  • Page 70: Hunt Groups

    Hunt Groups Dialing a Hunt Group Pilot Number either from the keypad or through the Phone Book feature, connects you to the first available extension in that area. Contact your communications department for more information Pilot Hunt Group Number Name Reference Paging Zones Use this table to record the paging zones your system uses.

  • Page 71: System Speed Call List

    System Speed Call List Name Number Reference...

  • Page 72: System Messages

    System Messages These messages appear in the various areas of your screen. Absent Feature Disallowed for Last Attendant. Select Night Service As the last or only attendant in the group, you cannot place your console into absent mode. Access Disallowed The feature access code you’ve dialed is not available to an Attendant.
  • Page 73 Canceling Do Not Disturb for All Stations Your request is in progress. Canceling Forwarding for All Stations Your request is in progress. Cannot Activate Feature if a Party in DESTINATION Release party in DEST and try again. Cannot Put Connected Party On Consultation Hold You already have a party on Consultation Hold, and you cannot perform certain functions - for example, activating message waiting for an extension until you clear the destination field.
  • Page 74 Guest Service Part of the Hotel/Motel Feature package. This prompt appears in several attendant mode operations. Pressing it places the console in Guest Service mode immediately. Headset or handset required for attendant operation Plug in your headset or handset. Holding Party Locked Out You have left the caller on Key hold for too long, and the call is returning to your console.
  • Page 75 Must CANCEL before dialing Press Cancel on the console keypad, and the try dialing again. Must Press Retrieve Key then 1 - 6 or * to Retrieve Held Call. Request Ignored. Try again, but dial the position number of held call (1-6), or dial * (to retrieve the longest held call).
  • Page 76 SUPERSET x...x The station in question is a SUPERSET telephone. 5550 IP Console You are connected to another 5550 IP Console. System is in Night Service 1 The call has been rerouted because the system is in Night Service 1.
  • Page 77 Unable to Setup or Add to Conference Either: there is a restriction in your COS/COR preventing you from setting up a conference; you have reached the maximum number of trunks allowed in a conference; you have reached the maximum number of conferees allowed in a conference;...

  • Page 78: Telephone Directory

    Telephone Directory Name Reference Trunk Numbers Use this table to record the trunk numbers your system uses. Number Contact your communications department for more information about the trunk numbers. Trunk Number...

  • Page 79: Index

    Absent, Operator status, 38 Access Codes, programming, 35 Account Codes, 27 Answer calls, 14 Answer key, 14 Answering priority, changing, 28 Application area, 5 Associated data line, 31 Bulletin Board, 27 Busy number, transfer to, 18 Call Answer Priority, 28 Call Block, 50 Call Forwarding, canceling on extensions, 30...
  • Page 80 Guest room Find rooms, 47 Guest Room Condition status, change, 48 Display/change room information, 46 Occupany status, change, 48 Guest Rooms Call Blocking, 50 Call Restrictions for, 49 Check-in/Check-out, 48 Message Register, clear, 51 Monitoring, 50 Reports, printing, 51 Wake-up calls, 48 Handset, 7 Enabling, 10 Volume, adjusting, 10...
  • Page 81 Start console, 8 Status area , 5 Status Display, Trunk Group, 41 System Messages, 64 System Speed Call, 42 System Speed Call List, 63 Telephone Directory, 70 Telephone numbers, dialing, 16 Time, setting, 10 Tone Signaling, 42 Traffic Monitoring. See Trunk Group Status Display Transfer calls, 18 Trunk Numbers, 70...

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