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Table of Contents
Related Manuals for Mitel 5550 IP Console
Summary of Contents for Mitel 5550 IP Console
- Page 1 USER GUIDE...
- Page 2 ). 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.
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Page 3: Notice To Canadian Customers
• 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 4: Notices
Notices These notices appear on the product and in the technical documentation: WARNING Warning indicates a potentially hazardous situation which, if not avoided, could result in death or serious injury. CAUTION Caution indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate injury and/or damage to the equipment or property. -
Page 5: Table Of Contents
Answering calls from the Incoming Calls display ..17 Dialing Telephone Numbers ....... 18 Leaving a Callback . -
Page 6: Table Of Contents
Telephone Directory ........75... -
Page 7: Getting Started
Getting Started... - Page 8 ♦ Getting Started...
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Page 9: Introduction
Introduction The Mitel 5550 IP Console is an attendant console and administration application for the Mitel 3300 Integrated Communications Platform (ICP). It features a specialized keypad and an intuitive user interface for smooth, efficient call handling. A note about feature availability The features available on your telephone system (i.e. -
Page 10: Console Screen
Console Screen The 5550 IP Console screen is divided into six areas: Menu area – provides alternate ways to access each of the other five areas of the Console screen. Select from the drop down menus or click the icon directly above the Console Status area to navigate to the display you wish to access. - Page 11 Console Status area. What is "fail over"? "Fail over" occurs when the 5550 IP Console is in the process of connecting to a secondary or alternate 3300 ICP following a system failure. Note that call handling features such as Hold, Transfer, Conference and Page are not available during "fail over".
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Page 12: Console Keypad
Console Keypad The console keypad is used for dialing, call processing and accessing 3300 ICP features. You can adjust the slope of the keypad and detach it from (or attach it to) the handset cradle. The keys on the keypad are arranged as shown below: Volume and Mute Keys –... -
Page 13: Handset And Cradle
For keypad programming information, see Firmkey Programming on page 42. Handset and Cradle The 5550 IP Console is equipped with a handset and cradle. You can adjust the slope of the cradle and detach it from (or attach it to) the console keypad. -
Page 14: Starting And Closing The Mitel 5550 Ip Console
Starting and Closing the Mitel 5550 IP Console The 5550 IP Console starts with the operator status set to “Operator Absent.” To begin receiving calls, you must change the status to “Operator Present.” For more information, see page 44. To start the 5550 IP Console •... -
Page 15: 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. -
Page 16: Handset/Headset
(Typically, a supervisor uses the dual-use jack to monitor a new attendant during training.) Connect Mitel-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 17: Call Handling Basics
Call Handling Basics... - Page 18 ♦ Call Handling Basics...
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Page 19: Handling Calls In The Queued Calls Area
Handling Calls in the Queued Calls Area You have access to three call-handling tools from the Queued Calls area of your console screen. Use these tools to manage queued calls: • Incoming Calls – allows you to selectively answer calls. Incoming Calls shows recalls at the top of the list, then all other calls either in order of arrival, or in order of assigned call-answer- ing priority (if you have specified line priority). -
Page 20: Selecting Calls From The Queued Calls Displays
Selecting Calls from the Queued Calls Displays You can select calls using your mouse or your keypad. 1. Access the appropriate queued calls display. 2. Double-click on a call entry in the list 3. Press the Retrieve key, then enter the corresponding call ID digit (1-9) from the corresponding queued calls list. -
Page 21: Answering Calls
Note: To assign call-answering priorities to calls based on the telephone number that the callers dial to reach the console, see page 35. To answer a call using the Answer key 1. -
Page 22: Selectively Answering Calls
About the Call-Answering Softkeys The call-answering softkeys are assigned by your communications department to suit the types of calls your company receives. Ask your communications department which type of calls it prefers you to answer first. The leftmost softkey is reserved for recalls (see Answering Recalls on page 35), but the other softkeys may be programmed in a variety of ways. -
Page 23: Answering Calls From The Incoming Calls Display
Answering calls from the Incoming Calls display You can use the Incoming Calls display to answer calls based either on call priority or caller identity. When an incoming call arrives, view the call information that appears in the Incoming Calls display. The Incoming Calls display is customizable, so you can select the column of call information that you want to see, and you can re-size the columns to show more or less information. -
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. -
Page 25: Other Ways Of Dialing
You can use the [Call] button to dial any of these monitored phones. See Busy Lamp Field on page 32. Dial from the Scratch Pad – allows you to dial a telephone number you typed on an electronic note pad. See Scratch Pad page 47. -
Page 26: Transferring (Extending) Calls
Transferring (Extending) Calls You can transfer a call to an extension or an outside number. Use the Transferred Calls display to view and retrieve a transferred call that is ringing an extension. When a transferred call is released, the call information appears in the Transferred Calls display. -
Page 27: Introducing The Caller Before Completing The Transfer
Voice Mail, see page 42. 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. - Page 28 Questions about Transferring Calls What do I do if the destination to which I am transferring a call is not answering? • Press [Source] to reconnect the Source call and retain the Destination information. This gives you more options to handle the call because softkeys such as [Redial Dest] remain on screen.
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Page 29: Holding Calls And Retrieving Held Calls
Holding Calls and Retrieving Held Calls You can place up to six callers on hold while you check for information or page the person that the caller is requesting. When a call has been placed on hold, the held call information appears in the Calls On Hold display. -
Page 30: Hold Recall
To annotate a call on hold Use [Hold For] to hold a call and annotate it with called-party information. 1. Select the call from the appropriate Queued Calls display. 2. Click once on the desired extension from Busy Lamp Field list or the Phone Book. - Page 31 To connect two calls on hold Be sure the Source and Destination areas are both clear. 1. Press Retrieve and dial the hold position number of one of the two calls that you wish to connect Double-click the call in the Calls on Hold display. Information about the call appears in the Source area.
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Page 32: 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 33: 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 ( ) appears above the [Recall] softkey, and the call appears with highest priority in the Incoming Calls display. - Page 34 ♦ Call Handling Basics...
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Page 35: Advanced Features
Advanced Features... - Page 36 ♦ Advanced Features...
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Page 37: Account Codes
To view the most recent changes to the Bulletin Board, press [Refresh]. To dial a telephone number posted on the Bulletin Board 1. Select the telephone number using the mouse or the computer keyboard. 2. Press [Call] or double-click the selected number. -
Page 38: Busy Lamp Field (Blf)
Busy Lamp Field (BLF) Busy Lamp Field (BLF) is an optional feature that allows you to monitor the status of extensions and lines, to rapid-dial and transfer calls to those extensions, as well as to pick up ringing extensions. The BLF icons tell you at a glance whether an extension or line is idle, busy, ringing or in Do Not Disturb. -
Page 39: Calling, Transferring, And Picking Up Calls In The Busy Lamp Field
Calling, Transferring, and Picking Up Calls in the Busy Lamp Field To dial an extension, use any of these methods • Select an entry, then press [Call]. • Select an entry, then press ENTER on the keyboard. • Double-click any entry. To transfer a call to an extension in the Busy Lamp Field area •... - Page 40 To add, remove, or reposition entries in the BLF List 1. Select the entry. To select consecutive entries, click the first one, press and hold down SHIFT, and then click the last one. To select non-consecutive entries, hold down CTRL while you click individual entries.
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Page 41: 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 42: Incoming Calls Threshold / Screen Pop
Questions about Call Park What happens if the called party does not retrieve the call? After a predetermined period of time, the call will automatically recall your console. What happens if I change the status of the console to "Operator Absent"... -
Page 43: Cancel Call Forwarding
Cancel Call Forwarding Call Forwarding lets an extension user route some or all calls to other extensions. You can cancel Call Forwarding on behalf of individual extension users, or for all extensions in the system. To cancel all types of Call Forwarding for a single extension 1. -
Page 44: Customize The Queued Calls Displays
Customize the Queued Calls Displays Each of the Queued Calls displays presents a variety of call information for incoming, held, or transferred calls. Depending how you customize your Queued Calls displays, each may display the following columns of call information: •... -
Page 45: 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 46: 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 47: Emergency Calls
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. Questions about Emergency Calls... -
Page 48: Firmkey Programming
Firmkey Programming You can reprogram the top two rows of keys on the console keypad with other features or remove a feature from a key if the feature is unavailable. To program features to keys 1. Choose Options on the Tools menu. 2. -
Page 49: Message Waiting
Questions About Message Waiting How do extension users know there is a message waiting for them? The indication depends on the type of telephone. A user with a standard telephone hears Message Waiting Tone upon lifting the handset. (If the user's phone has a message lamp, the light flashes). -
Page 50: 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. -
Page 51: 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 52: 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 53: 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 54: 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 55: 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. •... - Page 56 ♦ Advanced Features...
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Page 57: Hotel/Motel Features
Hotel/Motel Features... - Page 58 ♦ Hotel/Motel Features...
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Page 59: Displaying And Changing Room Information
How can you tell whether the console is connected to a room or a suite and whether STS is operating? When connected to a suite with STS operating, the Telephone section of the Guest Services screen will show the number and name of the calling or... -
Page 60: 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 maxi- mum of 20 characters. • Check the guest in or out (see page 55). -
Page 61: Changing Room Occupancy And Condition Status
The system does not distinguish whether a wake- up call is set, changed, or canceled from the console or guestroom telephone. So, for example, a guest can cancel a wake-up call that you set and vice-versa. Wake-up calls can be set to occur up to three times a day with or without daily repetition. -
Page 62: Setting Call Restrictions
♦ Hotel/Motel Features Setting Call Restrictions You can control the type of telephone calls that guests can place from the phones in their rooms. There are three levels of call restriction: Internal, Local, and Long Distance. The system provides three more levels (labeled Option 1, 2, and 3) that can be used to impose special call restrictions. -
Page 63: 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 64: 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 65: Reference
Reference... - Page 66 ♦ Reference...
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Page 67: Alarms
Alarm types There are three classes of alarms: Minor, Major and Critical. MINOR There is a minor alarm within the telephone system, which probably does not affect the telephone users. MAJOR An alarm affecting service has occurred, but calls can still be made. -
Page 68: 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: •... -
Page 69: 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 70: Feature Access Codes
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) -
Page 71: Glossary
This is an application that handles long distance call routing automatically. Broadcast Group When a line has an appearance on another telephone, it is said to be in a broadcast group. This means that all extensions with that line appearance have access to and may use that line. - Page 72 “length of call” and “caller extension number”, among other things. ♦ Reference Switchhook Flash Used by extension users to signal the telephone system that they want to activate a feature. TAFAS Code (Trunk Answer From Any Station) A code used to answer calls ringing the Night Answer Point(s).
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Page 73: 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 Name Number Paging Zones Use this table to record the paging zones your system uses. -
Page 74: System Speed Call List
System Speed Call List System Messages These messages appear in the various areas of your screen. Name Number 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. - Page 75 Call could not be picked up. The call has been picked up by another attendant, answered at the ringing extension, or the caller has hung up. Call could not be recovered. The call cannot be retrieved either because it has been answered at the extension, or the caller has hung up.
- Page 76 Completed Confirmation message when the number you’ve entered is valid and the action requested has been taken. Class Restricted Your Class of Service does not allow this feature. Conference Indication that a conference has been set up or is on hold. Connected Confirmation message when your call is connected to a data call.
- Page 77 Invalid Trunk Number You attempted to select an incorrect or out-of-service trunk. Language selection option not installed The language you requested is not installed on your telephone system. Locked out Indicates a station which is out of service and cannot be accessed or make a call.
- Page 78 Monitor Busy The extension you are trying to monitor is already being monitored from another station. MSG Waiting After pressing the [Check MSG Waiting] softkey, this indicates that the extension has message(s) waiting. MSG Waiting OFF Confirmation that you turned off an extension’s message waiting indicator by pressing the [Clear MSG Waiting] softkey.
- Page 79 Enter the number of the zone which you wish to access by the Pager. Selected Operation Not Being Acknowledged. Request is Abandoned The telephone system is not processing your request. Try again later or verify your operation. Selected Trunk Indicates that a particular trunk has been selected for use.
- Page 80 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.
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Page 81: Telephone Directory
Telephone Directory Unassigned Directory Number The number you dialed is not recognized by the telephone system. Verify your number and try again. Name Number Wake-up Call Not Acknowledged Part of the Hotel/Motel Feature package. The guest has not answered the automatic wake-up. (Note: The Hotel/Motel package is an optional feature.) -
Page 82: Trunk Numbers
Trunk Numbers Use this table to record the trunk numbers your system uses. Contact your communications department for more information about the trunk numbers. Trunk Number ♦ Reference... -
Page 83: Index
Time 10 COR (Class or Restriction) 63 COS (Class of Service 63 Data Calls 39 Day and Night Service 40 Dialing telephone numbers 18 DND 40 Do Not Disturb 40 Extend callsSee Transfer calls 20 Features, clear all 37 Firmkeys, programming 42... - Page 84 Status Display, Trunk Group 48 System Messages 68 System Speed Call 49 System Speed Call List 68 Telephone Directory 75 Telephone numbers, dialing 18 Time, setting 10 Tone Signaling 49 Traffic MonitoringSee Trunk Group Status Display 48 Transfer calls 20...