Mitel MiVoice 6920 User Manual
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Mitel MiVoice 6920 User Manual

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MiVoice 6920 IP Phone
User Guide for MiVoice Connect
58015959 REV00

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Summary of Contents for Mitel MiVoice 6920

  • Page 1 MiVoice 6920 IP Phone User Guide for MiVoice Connect 58015959 REV00...
  • 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.

  • Page 3: Table Of Contents

    Table of Contents About This Guide ..............1 Documentation.
  • Page 4 Table of Contents Placing a Call on Hold or Off Hold ........... 24 Diverting an Incoming Call to Voicemail .
  • Page 5 Mitel S720 Bluetooth Speakerphone ........
  • Page 6 MiVoice 6920 IP Phone User Guide for MiVoice Connect...

  • Page 7: About This Guide

    About This Guide About This Guide This guide explains how to use the basic features of your Mitel MiVoice 6920 IP Phone with MiVoice Connect. Documentation • Mitel MiVoice 6920 IP Phone Quick Reference Guide – Contains call handling instructions, an overview of the user interface (UI) and details on UI navigation, as well as information on other important features.

  • Page 8: Installation And Setup

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Installation and Setup Please refer to the 6920 IP Phone Installation Guide included with your phone for basic installation and physical setup information. Tips for Your Comfort and Safety Do Not Cradle the Handset Prolonged use of the handset can lead to neck, shoulder, or back discomfort, especially if you cradle the handset between your ear and shoulder.

  • Page 9: Overview Of The 6920 Ip Phone

    Overview of the 6920 IP Phone Overview of the 6920 IP Phone Welcome to your IP phone! Figure 1 provides an overview of the Mitel MiVoice 6920 IP Phone components. Figure 2 on page 4 shows the ports on the back of the phone.

  • Page 10: Keys Description

    PC Port Figure 2: Ports on the Back of the 6920 IP Phone Keys Description The following table describes the keys on the Mitel MiVoice 6920 IP Phone:. Description Directory key - Displays a list of your contacts. History key - Displays a list of your missed, outgoing, and answered calls.

  • Page 11: Plugging In And Starting The Phone

    Plugging In and Starting the Phone Description Hold key - Places an active call on hold. To retrieve a held call, press the applicable Line key. For more information, see Placing a Call on Hold or Off Hold on page Mute key - Mutes the microphone so that your caller cannot hear you.
  • Page 12 MiVoice 6920 IP Phone User Guide for MiVoice Connect The phone displays the following startup screens. The 6920 IP Phone phone then checks the settings and looks for new configuration and firmware updates from a configuration server. It may take a few moments while the phone downloads the latest updates.
  • Page 13 Plugging In and Starting the Phone If language packs were loaded to your phone, the following screen displays during startup. When the configuration update is complete, the phone displays the following screens before it displays the Home screen. Network Connected/Network Disconnected If your phone successfully connects to the network, the phone displays the Home screen.

  • Page 14: Your Phone's Display

    Network Disconnected prompt is removed from the screen. However, if changes have been made to your phone’s network settings, you may need to restart your phone. Check with your Mitel administrator or network administrator for assistance.

  • Page 15: Call Appearance Keys And Programmable Keys

    You can determine whether your phone is already assigned to you as follows: • If the phone displays your name and extension, your Mitel administrator has already assigned your phone to you, and you do not need to assign yourself to your phone. When your phone is...

  • Page 16: Registering A Phone In A Mivoice Connect System

    11 to assign your extension to your phone. With the appropriate permissions (set by your Mitel administrator or authorized contact), you can log in to any Mitel 6900-Series IP phone in the system to assign your extension or phone number to that phone.

  • Page 17: Assigning Your Extension Or Phone Number To The Phone

    Your extension is assigned to your phone and your name and extension is displayed. Logging In to the Voicemail System If you are a new user in the Mitel system, you need to log in to the voicemail system to record your name and personal greeting. For details, see Logging In to the Voicemail System on page 58.

  • Page 18: Answering Calls

    To answer a call, you can use the handset, the speakerphone, or a headset. Depending on how you set your automatic off-hook preference or how your Mitel administrator set this option, you can also answer a call through your speakerphone or headset using either of the following methods: •...

  • Page 19: Auto-Answer/Play Warning Tone

    Warning Tone is also enabled, the phone plays a tone to alert you before answering the intercom call. Note: Your Mitel administrator can set a time period delay before the phone automatically answers. Contact your Mitel administrator for more information.

  • Page 20: Adjusting The Ring And Listening Volume

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Adjusting the Ring and Listening Volume To adjust the volume on your phone, use the keys. The volume settings for the ringer, handset, speakerphone, and headset are independent, and you can set them as follows: •...

  • Page 21: Guide To The Icons Displayed On Your Phone

    Guide to the Icons Displayed On Your Phone Guide to the Icons Displayed On Your Phone Your 6920 IP Phone displays icons for phone status and features. These icons are described in the following tables:2, " • Table 1 describes the title bar icons on the main screen of the phone. •...
  • Page 22 MiVoice 6920 IP Phone User Guide for MiVoice Connect Table 2: Call Appearance Icons and Blink Patterns Icon Blink Description Do not disturb Idle or no call Dialing or off hook Connected call Blinking Incoming call Red, steady Whisper page is active...
  • Page 23 Guide to the Icons Displayed On Your Phone Table 2: Call Appearance Icons and Blink Patterns Icon Blink Description Blinking The monitored extension is in a connected call and you picked up an incoming call for the monitored extension. Blinking The monitored extension has a call on hold and you picked up an incoming call for the monitored extension.
  • Page 24 MiVoice 6920 IP Phone User Guide for MiVoice Connect Table 3: Bridge Call Appearance and Blink Patterns Icon Blink Description Idle or no call Dialing or off hook Connected call Blinking Incoming call Connected conference call Blinking The call is on hold locally. (Hold initiated locally.
  • Page 25 Guide to the Icons Displayed On Your Phone Table 4: Shared Call Appearance and Blink Patterns Icon Blink Description Line in use by someone Line in use by someone else (Can Conference) Table 5: Call History Icons Icon Description Inbound call Outgoing calls Missed calls Redirected calls...

  • Page 26: Using Voicemail

    In addition, if your Mitel administrator has added detailed contact information to the system, you can see information in the Directory such as a person’s email address, alternate phone numbers, and alternate contacts.

  • Page 27: Finding Detailed Contact Information

    , or pick up the handset to dial the contact’s phone number. Note: If your Mitel administrator has enabled presence for the user, the presence icon in the Directory indicates the current status of the person you want to call. For details about the presence...

  • Page 28: Help

    MiVoice 6920 IP Phone User Guide for MiVoice Connect 4. Press the Dial Voicemail softkey. The phone calls the voice mailbox of the contact you selected. Help The help option lets you immediately contact a member of the MiVoice Connect support team.

  • Page 29: Viewing A List Of All Calls Placed, Received, Or Missed

    Viewing a List of All Calls Placed, Received, or Missed Viewing a List of All Calls Placed, Received, or Missed 1. Press Note: To close the call history, press or the Quit softkey. 2. Use the up or down navigation key to scroll through the following list: •...

  • Page 30: Deleting A Call From The Call History

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Deleting a Call from the Call History 1. Press Note: To close the call history, press or press the Quit softkey. 2. Use the up and down navigation keys to scroll through the History list and navigate to the contact to be deleted.

  • Page 31: Diverting An Incoming Call To Voicemail

    To cancel the transfer, press the Drop softkey. Parking and Unparking Calls With the appropriate permissions (set by your Mitel administrator), you can park a connected call on another extension and you can unpark that call and return it to your extension.

  • Page 32: Picking Up An Incoming Call For Another Extension

    The parked call is returned to your extension. Picking Up an Incoming Call for Another Extension With the appropriate permissions (set by your Mitel administrator), you can pick up a call that is ringing on another extension. 1. If you want to answer a call coming in to another phone, press the Pickup softkey.

  • Page 33: Customizing Your Phone

    6. Do one of the following: • Press the Save softkey to save your changes. or the Close softkey at any time to exit without saving changes. • Press Note: For more information about Advanced options, contact your Mitel administrator.
  • Page 34 Capture Log upload Audio Diagnostics Audio Audio Mode Headset Ring Tones Display Restart Note: All Advanced settings are administrator-level functions, and are not accessible by the user. These settings should be set up and changed only by your Mitel administrator.

  • Page 35: Phone Options Via Connect Portal

    In addition to using your phone's interface to change options, you can customize settings on the IP phone using the Connect Portal. For more information about the Connect Portal see https://oneview.mitel.com/s/article/Mitel-Connect-System-Administration-Guide. Log Issue You can collect the phone’s logs and upload them to a server.

  • Page 36: Specifying Settings For Availability States

    MiVoice 6920 IP Phone User Guide for MiVoice Connect 3. Press the Save softkey. The availability state for your phone changes to the selected state. Specifying Settings for Availability States 1. Press 2. Enter your voicemail password, and press the Enter softkey.

  • Page 37: Time And Date

    Time and Date Time and Date On the IP phones, the following time and date sub-options are available to be configured: • Settings: Time Format Daylight Savings Date Format • Time Zone Settings Configuring the Time Format, Daylight Savings, and Date Format 1.
  • Page 38 MiVoice 6920 IP Phone User Guide for MiVoice Connect 6. Press the left navigation key to move to back to the options column and press the down navi- gation key to highlight Daylight Savings. 7. With Daylight Savings highlighted press the right navigation key to move to selection column.

  • Page 39: Time Zone

    Time Zone • MMM DD • DD MMM YYYY • WWW DD MMM • DD MMM • DD.MM.YYYY 12. Press the Save softkey to save your changes. Note: The time and date formats you configure are applicable to the Home screen as well as the Received Calls and Outgoing Redial Lists.

  • Page 40: Directory

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Directory You can configure directory entries to display using the contact’s first name and then last name or vice versa. Moreover, the option to sort contacts using either their first name or last name is available through the Directory >...

  • Page 41: Status

    Status Status The Status option in the Settings menu allows you to view the following information about your phone: • Firmware Info: Information about the phone’s firmware version of phone, boot version, and platform. Network: • General information regarding your phone’s network settings such as IP address, MAC address, and port information.

  • Page 42: Diagnostics

    MiVoice 6920 IP Phone User Guide for MiVoice Connect • Network • Error Messages To view more information about the selected status item, press the right navigation key and press the down navigation key to scroll through the information. Diagnostics The Diagnostics menu allows you to access the following diagnostic tools: •...

  • Page 43: Traceroute

    Traceroute Using the Ping Tool 1. Press 2. Enter your voicemail password, and press the Enter softkey. The User Settings menu opens. 3. Navigate to the Diagnostics > Ping using the navigation keys and press the Select button or Select softkey. 4.

  • Page 44: Capture

    MiVoice 6920 IP Phone User Guide for MiVoice Connect 3. Navigate to the Diagnostics > Traceroute setting and press the Select button or press the Select softkey. 4. Enter an IP address. 5. Press the Traceroute softkey. Capture The Capture option allows you to capture TCP network packets for up to 1440 minutes (24 hours) as well as various logs that can in turn be used to help debug and troubleshoot various issues.

  • Page 45: Log Upload

    Log Upload 7. Press the Close softkey to go back to the Diagnostics menu. Log Upload Log upload option allows you to collect the phone’s logs and upload them to a server. Performing the Log Upload 1. Press 2. Enter your voicemail password, and press the Enter softkey. The User Settings menu opens.

  • Page 46: Audio

    MiVoice 6920 IP Phone User Guide for MiVoice Connect 3. Navigate to the Diagnostics > Audio Diagnostics using the navigation keys and press the Select softkey. 4. In the Timeout input field, enter the amount of time (in minutes, from 1 to 5) you want to run the audio diagnostic tool for, using the dialpad keys.

  • Page 47: Configuring The Audio Mode

    DHSG headsets require an optional cable in order to be electrically DHSG compliant. Mitel is not responsible for any damage to the IP phone or headset that may result from the use of non-verified headsets, or from incorrectly connecting headsets or cables.
  • Page 48 MiVoice 6920 IP Phone User Guide for MiVoice Connect Configuring Headset Mic Volume and DHSG 1. Press 2. Enter your voicemail password, and press the Enter softkey. The User Settings menu opens. 3. Navigate to the Audio > Headset option and press the select button or press the Select softkey.

  • Page 49: Changing The Ringtone

    Changing the Ringtone Changing the Ringtone 1. Press 2. Enter your voicemail password, and press the Enter softkey. The User Settings menu opens. 3. Navigate to the Audio > Ring Tones option and press the select button or press the Select softkey.

  • Page 50: Brightness Settings

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Configuring the Screen Saver Timer 1. Press 2. Enter your voicemail password, and press the Enter softkey. The User Settings menu opens. 3. Navigate to the Display option and press the select button or press the Select softkey.

  • Page 51: Push Notifications

    You may also need to restart your phone if you have been asked to do so by your Mitel administrator or should you experience any unexpected behavior.
  • Page 52 MiVoice 6920 IP Phone User Guide for MiVoice Connect 4. When the Restart Phone? prompt appears, navigate to Yes and press the select button. If you do not wish to restart your phone, press Cancel or No. Note: Your phone goes out of service temporarily during the restart and reboot process.

  • Page 53: Making A Conference Call

    A conference call involves more than two parties connected in a call. The number of people you can conference together in a call using your Conference hardkey depends on your system configuration. Contact your Mitel administrator for the details about your system’s conference capabilities. You can set up a conference call using either of the following approaches: •...

  • Page 54: Using The Intercom

    The Intercom function allows you to connect with another party without ringing the party through a call line. To use this feature, you and the other party must use Mitel IP phones and have the necessary permissions enabled by your Mitel administrator.

  • Page 55: Simultaneous Ringing

    The simultaneous ringing feature allows users to configure up to two additional phones to ring in addition to their assigned phone. The Mitel administrator needs to configure the simultaneous ringing feature in the MiVoice Connect Director (Connect portal). When this feature configured for a user, the Additional Phone option (in the Settings) becomes available for the user.

  • Page 56: Other Advanced Features

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Other Advanced Features Your Mitel administrator can assign a variety of features and permissions to you that you can access through the programmable keys on your phone. Some of these features are also available through star codes.
  • Page 57 Note: The extension must be a valid extension for an existing pickup group. Send Digits Over Call None The Mitel system allows users to send a preconfigured set of DTMF tones out during a call. This feature is useful for quickly navigating external interactive voice response (IVR) systems as well as external systems requiring an account code.
  • Page 58 MiVoice 6920 IP Phone User Guide for MiVoice Connect Table 7: Advanced Features Feature Name Star Code Description Dial *19 plus the extension Whisper Page You can enter a call on another extension and of the person you want to speak to the person without the other party speak to.

  • Page 59: Voicemail Overview

    Voicemail Overview Voicemail Overview The 6920 IP phone provides a hardkey to access voicemail. Note: Voicemail functionality must be configured by your Mitel administrator. When voicemail functionality is enabled, the LED on the 6920 flashes red and the (Voicemail) icon appears on the status bar indicating that voicemail messages are available. You can access your voicemail service by pressing (Voicemail hardkey).

  • Page 60: Interacting With Messages In Visual Voicemail

    MiVoice 6920 IP Phone User Guide for MiVoice Connect Table 8 describes the icons displayed in visual voicemail. Table 8: Voicemail Icons Icon Description Voicemail message Urgent voicemail message (applies to any type of voicemail message) Broadcast voicemail message Broadcast voicemail message with...

  • Page 61: Replying To Messages In Visual Voicemail

    Replying to Messages in Visual Voicemail • If you want to listen to your messages through the speakerphone, you do not have to do anything. By default, messages are played over the speakerphone. 5. Choose one of the following actions: •...

  • Page 62: Forwarding Messages In Visual Voicemail

    MiVoice 6920 IP Phone User Guide for MiVoice Connect • When you are done press the Back softkey. 7. If you want to mark the voicemail message as Urgent, press the down navigation key to scroll to the Urgent menu item, and press the select button on the navigation keypad.

  • Page 63: Viewing Saved Messages In Visual Voicemail

    Viewing Saved Messages in Visual Voicemail • When you are done, press the Back softkey. 8. If you want to mark the voicemail message as Urgent, press the down navigation key to scroll to the Urgent menu item, and press the select button on the navigation keypad. 9.

  • Page 64: Using The Voicemail System

    # before entering your extension. 3. Enter your password, and then press #. Logging In to Voicemail from An External Phone 1. Dial the voicemail access number provided by your Mitel administrator. 2. At the prompt, press # and then dial your extension.

  • Page 65: Interacting With New Messages In The Voicemail System

    Interacting with New Messages in the Voicemail System 3. Enter your password, and then press #. Interacting with New Messages in the Voicemail System This section describes shortcuts and common tasks for handling messages in the voicemail system. Using Shortcut Keys You can press the following keys while listening to messages: •...

  • Page 66: Listening To Saved Messages

    MiVoice 6920 IP Phone User Guide for MiVoice Connect 4. Choose one of the following options: To reply with a voice message, press 1. • • To reply with a call back, press 2. • To reply to all with a voice message, press 3.

  • Page 67: Using Mailbox Options

    Using Mailbox Options • To transfer to an assistant, press 0. • To return to the auto-attendant, press 9. • To forward your call to the recipient’s Find Me destination (an optional number where calls can be forwarded), press 1. If a Find Me destination is not enabled, you are prompted to record a message.
  • Page 68 To cancel the new password, press *. Assigning Your Extension to a Phone With the appropriate permissions (set by your Mitel administrator), you can assign your extension to any system phone. This feature is helpful if you are using someone else’s office and phone...
  • Page 69 For Do Not Disturb, press 6. • • For enabling calling additional phones (configured by your Mitel administrator), press 7. • To cancel, press *. The availability state stays in effect until you change it. However, if Outlook automated call handling is active, Outlook modifies your availability state based on your status.
  • Page 70 MiVoice 6920 IP Phone User Guide for MiVoice Connect 3. Press 5 to toggle between disabling and enabling envelope information. Listening to Your Deleted Messages As a safeguard against accidental deletion of messages, the voicemail system retains deleted messages for a few hours.
  • Page 71 However, you have the option to enable or disable Find Me forwarding only if it is configured in one of the following ways: • Your Mitel administrator enabled the Find Me option for you, and you configured a Find Me destination in the Connect client. •...

  • Page 72: Accessory Support

    Dual band IEEE 802.11a/b/g/n support: • The Mitel Wireless LAN Adapter is designed to communicate in the 2.4 GHz and the 5 GHz bands. Radio interference encountered in the commonly used 2.4 GHz band can be avoided by utilizing the 5 GHz band.

  • Page 73: Model M695 Expansion Module (Button Box)

    Model M695 Expansion Module (Button Box) Model M695 Expansion Module (Button Box) The 6920 IP phone supports up to three Mitel M695 expansion modules that attach to the right side of the phone to provide additional programmable keys. Fixed keys The M695 features a 4.3”...

  • Page 74: Analog, Dhsg/Ehs, And Usb Headsets

    USB headset, insert the USB plug in to the USB port. b.If you have a headset with an RJ9 4-pin connector, insert the headset cord in to the jack until it clicks in to place. Note: See the Mitel MiVoice 6920 IP Phone Installation Guide for more information.

  • Page 75: Mitel S720 Bluetooth Speakerphone

    Mitel S720 Bluetooth Speakerphone Mitel S720 Bluetooth Speakerphone The 6920 IP phone provides support for the optional Mitel S720 Bluetooth Speakerphone through a Bluetooth dongle. Plug the Bluetooth dongle in to the USB port of the 6920 IP phone. Once connected, you can receive calls on the Mitel S720 Bluetooth Speakerphone.
  • Page 76 MiVoice 6920 IP Phone User Guide for MiVoice Connect Hardware features Bluetooth Button Battery Status Smart Button Link Button Answer Call End Call Power On/Off Icon Button Description Power On/Off Turns on or off. Answer Call Answers a call. End Call Ends or rejects a call.
  • Page 77 Mitel S720 Bluetooth Speakerphone Notes: • To connect the Mitel S720 Bluetooth Speakerphone with the 6920 IP phone, power on the speakerphone and pair it with the Bluetooth dongle. Plug the dongle in to the USB port of the IP phone.

  • Page 78: Problems And Solutions

    MiVoice 6920 IP Phone User Guide for MiCloud Connect Problems and Solutions Table 9 shows common problems and solutions. Table 9: Troubleshooting Problem Solution When your callers try to leave a Your mailbox is full. You must delete message, they are notified that messages you no longer need.
  • Page 79 © Copyright 2019, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation, including itself and subsidiaries and authorized entities. Any reference to third party trademarks are for reference only and Mitel mitel.com...

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