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Contents Welcome ............................................................................................1 What's New in Release 5.0 ...............................................................1 DECT Headsets ........................................................................................... 1 Distinctive Ringing ....................................................................................... 1 Introduction ..............................................................................
Add a broadcast group ................................................................................. 43 Modify a broadcast group .............................................................................. 44 Add a call pickup group ................................................................................ 45 Modify a call pickup group ............................................................................ 45 Add a hunt group ..................................................................
Configure fax extension ............................................................................... 90 Handling lists ............................................................................. 91 Sorting lists .............................................................................................. 91 Printing lists ............................................................................................. 91 Index .............................................................................
iv Final
Welcome Congratulations on acquiring your new OfficeConnect telephone system! The OfficeConnect system provides all the features that small businesses use, without the up-front cost and ongoing maintenance inherent in owning a traditional system. OfficeConnect also provides the ability to self-manage your telephone system through an intuitive graphical interface that runs on your web browser.
For each of these choices, users can select one ringing tone from a dropdown of standard ringing tones on the My Phone page. Additionally, users are able to ring their phone with the selected option, so that can hear what they are selecting. For more information, see “Configure Ring Tones” on page 83.
Introduction This document is a reference guide for the administration of the phone system. It describes how to customize your phone system features to suit your business.
Language Settings If configured by your service provider, you can configure language settings for users as well as for auto attendants. For details of the configurable language settings for individual users, refer to the section "Setting your Language" in the Mitel IP Phone Reference Guide. Setting Language for Auto Attendants When you add or edit an auto attendant, you can select a language (or pair of languages) from the pull-down list.
The language used for default prompts to callers who want to deposit a message in a voice mailbox is set for your company by the Service Provider. Contact your Service Provider if you wish to change this.
Administering the phone system This section describes how to administer the phone system. To get your phone system working quickly, refer to the section Quick start for the phone system on page “Quick start for the phone system” on page 7.. Then, before making too many changes to the default settings, read Customizing your phone system on page “Customizing your phone system” on page 9.. Administrator privileges Only users with administrator privileges can administer the phone system.
Quick start for the phone system This section describes how to get your phone system working with minimal set up by using default settings. To quickly set up your phone system using defaults, follow these steps: 1 Add permission profiles. See page “Permission profiles” on page 30.. 2 Add users. See page “Add a user ” on page 12.. 3 Add locations. See page “Add a location” on page 15.. 4 Add an auto attendant. See page “Add auto attendant” on page 55.. 5 Set up incoming call routing.
a Connect one end of an Ethernet cable to the network LAN jack and the other to network icon connector of the power supply. b Connect one end of an Ethernet cable to the phone icon connector on your power supply and the other end to the network icon connector on the phone. c Plug the phone power pack into a power outlet. 2 If you also need to connect your computer to the LAN, connect an Ethernet cable from your computer's network port to the phone port marked PC.
c Enter your extension. If you have login/logout privileges, the display will show: PIN Enter PIN press # d Enter your PIN. e Press the # key. The display will show: Extension: xxx Quit where xxx is the extension of your phone. You have now successfully activated the phone, and can make calls. Customizing your phone system If you used the quick start procedures, your phone system is working using default settings. Now you should customize these to suit your company’s personality and image.
- Managing group features on page “Managing group features” on page 38. - Incoming call routing on page “Incoming call routing” on page 76. Do you want an administrator to monitor another user’s phone? This will help administrators to manage a manager’s calls. To do this, you must set up a monitor group and program phone keys to Monitor. • Refer to section Managing group features on page “Managing group features” on page 38.
• Three way calling • Twinning (simultaneous ringing portion, not the pullback capability) The following web administration capabilities are supported for SIP Phones: • Call Coverage • Call Group membership • Access to external and Internal directories • Personal details information (including auto attendant name recording) For administrators, the following capabilities are supported on SIP phones: • Management of SIP phone subscribers membership in any call group • Management of permission p
Users have Personal Identification Numbers (PINs), while locations do not. Therefore, locations cannot log in to the web interface (since a PIN is required). Locations are also not represented in the Auto Attendant Company Name Directory. In order for the users and locations within your company to have full phone service, you must enter them into the system and assign them an extension.
• First Name: (optional) The new user's first name. This will be displayed in the Internal Directory on the web and on the phones. • Home Phone: (optional) The new user's home phone number. This information is stored for your reference. • Last Name: (mandatory) The new user’s last name. This will be displayed in the Internal Directory on the web and on the phones. • Mobile Phone: (optional) The new user's mobile phone number. This information is stored for your reference.
• Hold Announcement: (optional) Select an announcement from the pull-down list to be played to callers when the user puts a call on hold. 5 In the Services section, check the following boxes (optional): • Allow Dialing from Auto Attendant by Extension: Check this box to allow calls to be transferred to this extension by the auto attendant. (See Auto attendant on page “Auto attendant” on page 54..
Add a location To add a location, follow these steps: 1 Select Users and Locations in the left menu. 2 Select Add Location from the Add list. 3 In the Location Information section, enter information in the following fields (mandatory): • Name: The location name. Displayed in the Internal Directory on the web and on the phones. 4 In the Phone Information section, enter information in the following fields: • Extension: Select an xExtension for the location from the Extension list.
• Accessible from Auto Attendant Name Directories: Check this box to allow calls to be transferred to this extension from the auto attendant's Last Name and First Name directories. (See Auto attendant on page “Auto attendant” on page 54..) • Check the Enable Voice Mail check box to give the location voice mail. This will also set the location’s call coverage to redirect unanswered calls to voice mail after four rings. 6 Select a permission profile from the Profile Name list in the Permissions section.
Disable access for a user or location Disable access for a user or location when you want to remove phone system access from users or locations without permanently removing them from the system. To disable access for a user or location, follow these steps: 1 Select Users and Locations in the left menu. 2 Select one or more Users or Locations by checking their corresponding check boxes. To select all entries in the list, check the check box in the heading row. 3 Select Disable Selected.
Edit user on the user's behalf Using Edit User on the User's Behalf, a system administrator can log in to the web administration as other users and make changes for them. The following menus are displayed in the left pane when you log in as another user: My Personal Details, My Phone, My Call Coverage, My Call Groups, Internal Directory, and External Directory. The My Dynamic Site menu is displayed if configured by the service provider.
Delete a user or location Deleting users or locations permanently removes them from the system. To delete a user or location, follow these steps: 1 Select Users and Locations in the left menu. 2 Select one or more Users or Locations by checking the corresponding check boxes. To select all entries in the list, check the check box in the heading row. 3 Click Delete Selected. 4 Click OK.
Phone key profiles This section describes phone key configuration options and how to create and maintain phone key profiles. Phone key profiles store preset memory key configurations. You can choose different profiles for different users to make using their phones faster and easier to use. Memory key configuration options for profiles The following table lists the features that can be programmed on a memory key when creating a phone key profile. Options that require an LED memory key are labeled LED.
Feature Conference Unit Description Assign the Conference Unit option to a memory key to provide control of the conference unit if connected to a Mitel 5340 IP phone Default Label Details Conference Unit N/A Directory Assign the Directory option to a memory key to access the internal directory. This is only appropriate for Mitel 5304 IP phones. Directory N/A Forward to AA (LED) Assign the Forward to AA (Auto Attendant) option to forward all incoming calls to the Auto Attendant.
Feature Description Default Label Details Forward to Number (LED) Assign the Forward to Number option to forward all incoming calls to a user defined phone number. To turn the Forward to Number feature on and off, select the associated memory key. When the memory key LED is lit, the feature is enabled. Forward to, followed by the number entered in the Details field. Selecting the Forward to Number option displays a text box in the Details field.
Feature Description Default Label Details Intercom to CoWorker Assign the Intercom to CoWorker option to a memory key to allow you to make a page directly to a coworker's phone. Intercom to *** (extension number) Select a user or location from the Details list to enable the Intercom to Co-Worker option. Intercom to Prompt Assign the Intercom to Prompt option to a memory key to allow you to make a page to a co-worker's number that you enter after pressing the key.
Feature Description Default Label Details Monitor CallSilent Assign the Monitor Call Silent option to a memory key to allow call monitoring for an existing monitor group.The user of the phone must be a secondary member of the monitor group. Monitor CallSilent and extension Selecting Monitor Call -Silent displays available monitor groups in the Details list. Select a monitor group from the list to enable the Monitor Call - Silent option.
Feature Description Default Label Details Park/Retrieve Assign the Park/Retrieve option to put a call on hold at a park location such that it can be retrieved from any other phone at your business that has a memory key configured with the Park/Retrieve option. When you are on an active call, selecting a memory key programmed with the Park/Retrieve feature will park the call.
Feature Description Default Label Details Redial List / Dial Assign the Redial List / Dial option to a phone to display the list of recently dialled calls. The key can also be used to Dial a number displayed on the LCD display (Call lists, Redial lists, and Directory displays). This is only appropriate for Mitel 5304 IP phones. Redial / Dial N/A Transfer / Conference Assign the Transfer / Conference key to a phone to allow transferring and conferencing of calls.
Default phone key profile You cannot edit the System Settings default profile. If you do not create and assign a custom phone key profile to a user or location, or if you unassign a user or location from a custom phone key profile, the default phone key profile will be used. Add a phone key profile To add a phone key profile, follow these steps: 1 Select Profiles in the left menu. 2 Select Add Phone Key Profile from the Add list. 3 Type a Profile Name. 4 Click Save. The profiles list appears.
Your phone key profile is updated. 11 Repeat steps 7-10 for each memory key to be programmed. 12 Assign users to the new profile. (optional) To cancel your changes, select Close Window, instead of the Save button in step 9. Assign a phone key profile to a user or location To associate users or locations with existing phone key profiles, follow these steps: 1 Select Profiles in the left menu. 2 Select the profile name that you want to assign users to by checking the box and select Edit Selected.
Modify a phone key profile To modify a phone key profile, follow these steps: 1 Select Profiles in the left menu. 2 Select the profile name that you want to assign users to by checking the box and select Edit Selected. The Phone Keys Profile Details page appears. 3 Modify the Profile Name if required. 4 Modify the Membership List if required. If you have made changes in steps 3 or 4, click Save to save your changes before moving to step 5.
Saving changes to a profile applies them to the members of the profile as soon as the member's phone is idle. Changes to key profiles are applied based on the following rules: • If a key mapping is designated Locked, changes will overwrite existing customizations. • If a key mapping is not designated Locked, changes will not overwrite existing customizations. You cannot modify the default phone key profile ‘System Settings default’.
Internal Calls to another extension within the same business. International International calls to which long-distance charges apply. Local (external) Calls within the local calling area of your business. No longdistance charges apply. Long Distance Calls outside the local calling area of your business and outside of your region. Long-distance charges apply. Operator Assisted Calls in which the operator is involved, typically resulting in long distance charges.
Default permission profile The “Unassigned” profile is the default permission profile. It is preconfigured to allow internal and emergency calls. The default permission profile is used under the following circumstances: • To determine what type of calls are allowed from phones where there is no logged-in user. • If you do not create and assign a custom permission profile for a user or location. • If you unassign a user or location from a custom permission profile.
Assign a permission profile to a user or location To associate users and locations with existing permission profiles, follow these steps: 1 Select Profiles in the left menu. 2 Select the Name to select a specific permission profile. 3 Select the user or location name in the Available Users list. 4 Select the right directional arrow button to move the user or location into the Members of this Profile list. You can move as many users and locations to the Members of this Profile list as you choose.
all Business hours. Hours of business are configured on the Business Details page. Delete a permission profile To permanently delete a profile from the system, follow these steps: 1 Select Profiles in the left menu. 2 Select one or more profiles by checking the corresponding check boxes. To select all entries in the list, check the check box in the heading row. 3 Click Delete Selected. 4 Click Save. You cannot delete the default permission profile “Unassigned”.
Reset PIN To reset a user's PIN, follow these steps: 1 Select Users and Locations in the left menu. 2 Select the Last Name to select the user. 3 Select Save and Reset PIN. Users will receive their extension and PIN by email if your business has been configured with this option and if the user has a valid email address configured. If the new user's PIN is displayed to you, it is your responsibility to communicate this information to the user.
Reset voice mail PIN Users are able to reset their own voice mailbox PIN through their web interface. To reset a user's or location's voice mailbox PIN on their behalf, follow these steps: 1 Edit the user on their behalf - see the section Edit the User on the User's Behalf on page “Edit user on the user's behalf” on page 18.. 2 Follow the user steps to reset the voice mail. Consult the Mitel IP Phone Reference Guide.
3 Select a phone key profile from the Profile Name list in the Phone Keys section of the user or location Details page. You can view the details of a phone key profile by first selecting it from the Profile Name list and then selecting the adjacent View Profile button. 4 Click Save. Assign a phone number To assign a phone number to a new user, select a phone number from the Direct Dial Phone Number list when adding the user.
Managing group features Using call group, incoming calls can be routed to multiple users. Each call group type routes calls to group members differently. Users can join or leave the call groups to which they belong. Certain types of call groups (Broadcast, Hunt, and Rollover) are also associated with call coverage so that calls can be handled even when not answered by a group member.
Group Definition Key Monitor groups Incoming calls to the monitor primary group member can be monitored and picked up by the monitor secondary group members if they have a memory key configured to Monitor Call on their phones. Calls to a monitor group will cause the monitor primary and secondary phones to ring until the call is either answered by a group member or forwarded to the call coverage for the monitor primary.
Group Definition Key There are two key roles: Queue group • Extends the Call Groups (Hunt, Broadcast and Rollover) to allow for calls to be queued on a Busy condition. Tenant Administrators can be the same person who serves as the Tenant Admin for OfficeConnect, or someone different. This role has access to the User Interface (UI) and uses it to designate OfficeConnect extensions as Agents, and build and manage Queues.
View call groups The Call Groups list page displays a list of all call groups in the system. To view call groups, select Call Groups in the left menu. A list of all call groups appears. Assign users to a call group To associate users with an existing call group, follow these steps: 1 Select Call Groups in the left menu. 2 Select the Name to select a specific call group. 3 Select the user’s name in the Available Users list.
1 Select Call Groups in the left menu. 2 Select the Name to select a specific call group. 3 Clear the Allow Members to Leave Group? check box. 4 Click Save. By default, call group members are not locked to a call group. Configure call group call coverage Call group call coverage determines how a call is handled if none of the call group members answer the call. Call coverage applies only to broadcast, hunt, and rollover groups.
No default call coverage is provided when a new broadcast, hunt, or rollover group is added. If call coverage is not configured for a call group, an incoming call rings until the caller hangs up. Add a broadcast group To create a new broadcast group, follow these steps: 1 Select Call Groups in the left menu. 2 Select Add Broadcast Group from the Add list. 3 Type the broadcast group name in the Name field. 4 Select an Extension for the broadcast group from the Extension list.
If a broadcast group has no members assigned to it, or if all members are logged out of their phones, the call goes immediately to call coverage. When a broadcast group is created, it has all call permissions to enable call coverage to an external number. Modify a broadcast group To modify an existing broadcast group, follow these steps: 1 Select Call Groups in the left menu. 2 Select the Name to select a specific broadcast group. 3 Modify the broadcast group name if required.
Add a call pickup group To create a new call pickup group, follow these steps: 1 Select Call Groups in the left menu. 2 Select Add Pickup Group from the Add list. 3 Type the pickup group name in the Name field. 4 Select an Extension for the call pickup group from the Extension list. The Extension list displays the next five available extensions for Call Groups.
1 Select Call Groups in the left menu. 2 Select Add Hunt Group from the Add list. 3 Type the hunt group name in the Name field. 4 Select an Extension for the hunt group from the Extension list. The Extension list displays the next five available extensions for call groups. You can enter a different valid extension by selecting Other from the Extension list and typing the extension of your choice in the Text field. 5 Select the Hunt Group Type from the Type list.
coverage to an external number. Modify a hunt group To modify an existing hunt group, follow these steps: 1 Select Call Groups in the left menu. 2 Select the Name corresponding to the hunt group that you want to modify. 3 Modify the hunt group name if required. The Name field cannot be left blank. 4 Modify the hunt group type in the Type list (optional). 5 Modify the Queue checkbox if necessary. 6 Modify the hunt group Call Behavior (optional).
Change the order of a hunt group member list The order in which Hunt Group members appear in the Members of Call Group list determines the order in which the phones will ring to address the incoming call. To change the order of the Members of Call Group list, follow these steps. 1 Select Call Groups in the left menu. 2 Select the Name to choose a specific Hunt Group. 3 Select the Name in the Members of Call Group list that you would like to move.
Modify a monitor group To modify the information for an existing monitor group, follow these steps: 1 Select Call Groups in the left menu. 2 Select the Name corresponding to the monitor group that you want to modify. 3 Modify the Members of Call Group list for the selected monitor group (optional). 4 Click Save. If a monitor group has no members assigned to it, the call is treated as a regular incoming call to the primary user.
When a rollover group is created it has all call permissions to enable call coverage to an external number. Modify a rollover group To modify an existing rollover group, follow these steps: 1 Select Call Groups in the left menu. 2 Select the Name to select a specific rollover group. 3 Modify the rollover group name if required. The Name field cannot be left blank. 4 Modify the Queue checkbox if necessary. 5 Update the Members of Call Group list for the selected rollover group (optional).
associated members. You cannot delete a Hunt group, Broadcast group, or Rollover group if incoming call routing for one of your company phone numbers is configured to use that call group. To delete the call group in this case, you must change the incoming call routing configuration for that phone number to use a different extension. See Incoming call routing on page “Incoming call routing” on page 76..
External directory/ speed dials Using the external directory feature, you can create and maintain a directory of external names and phone numbers relevant to your company. This list is available from the web administration interface for all users under Company Directories/External Directory. The contact information entered here is also available as an option when configuring memory keys on the phones with the company speed dial feature.
6 Click Save. 7 You can choose to map one of the keys on your telephone to dial this number or add it to one of your company phone key profiles. Precede external phone numbers with the appropriate digits as required. For example, you may need to include the prefix 9 and 1 + Area Code for long distance numbers. The maximum number of External Directory entries is 100.
Deleting an external directory entry that is being used by a company speed dial phone key mapping will have the following effect: Customized phone key mappings revert to the mapping defined in their phone key profile and phone key mappings in profiles revert to an “Unassigned” mapping. Auto attendant The auto attendant can automatically receive and direct your incoming calls without human intervention. The auto attendant is identified by a name and an extension.
The General Information section contains the auto attendant name and extension information. A checkmark in the Time of Day Greetings check box indicates that time of day greetings are enabled for the selected auto attendant. When times of day greetings are enabled, the system will change the initial greeting to callers, depending on the time of day. The Auto Attendant Menu and Menu Options section displays a link for each auto attendant menu. By default, every auto attendant is created with a main menu.
To configure custom menus and choices, select the Main Menu link. Modify an auto attendant To modify an existing auto attendant, follow these steps: 1 Select Auto Attendant in the left menu. 2 Select the auto attendant Name. 3 Make the changes of your choice to Auto Attendant Name or Time of Day Greeting. 4 Click Save. Language is modified on the auto attendant menu pages. If the default Time of Day greetings are being used, they will play in the language configured for the main menu.
Auto attendant menus This section describes how to set up and manage auto attendant menus. View auto attendant menu details To view all the menus and choice configurations for a selected auto attendant, follow these steps: 1 Select Auto Attendant in the left menu. 2 Select the Name for the auto attendant menu details you want to view. 3 Click View Expanded Tree at the bottom of the page.
Invalid Key Configures the phone key as unassigned. If a caller presses that phone key on the dial pad, an error message is played. Last Name Directory Transfers the caller to the Internal Company Directory, where entries are listed by last name. Previous Menu The caller can move back one menu level. Submenu Transfers the caller to another menu under the parent menu. System Disconnect Disconnects the caller from the system, terminating the call. User Transfers the caller to a specified user.
menu prompt list. There are three options: Call Group, System Disconnect, and User. 11 Click Save. 12 Record a new menu prompt for the affected auto attendant menu. If you do not record a new menu prompt, callers will not know how to navigate the auto attendant. Refer to the Record audio prompt and greetings section on page “Recording audio prompts and greetings” on page 60. for details.
4 Change the Submenu option to another option in the Send Caller To list for the phone key that starts the submenu you are deleting. 5 Type prompt text for the choice that has replaced the Submenu option in the associated Wording for Prompt field (optional). This additional text is saved and can later be used to guide you through recording menu prompts. 6 Click Save. 7 Re-record your menu prompt to reflect the change in the affected menu.
Beside Auto Attendant Name Announcement: one of two messages appears: • Recorded—an auto attendant name is recorded • Not Recorded—an auto attendant name is not recorded Record the auto attendant name announcement The tenant administrator can record the auto attendant name announcement of the user or location. Any enabled user or location phone—such as the phone of the administrator—can be used to record the announcement of the user. 1 Select Users and Locations in the left menu.
12 Click Close on the pop-up window. Record auto attendant time of day greetings To record custom time-of-day greetings for the auto attendant, follow these steps: 1 Select Auto Attendant in the left menu. 2 Select the auto attendant Name to select an auto attendant from the list. 3 Click Record for the time of day greeting that you want to record. 4 Confirm that the extension displayed matches that of the telephone you will be recording from. Modify the extension if required. 5 Click Call.
5 Click Call. 6 When the phone rings, pick up the handset. 7 Listen to the instructions and wait for the tone. 8 Record the prompt into the telephone handset. You can read the prompt text if you have already entered it. 9 Press the # key when you are finished.
10 Choose from the following options: • To replay the prompt or greeting press 1 • To save the prompt or greeting press 2 • To re-record the prompt or greeting press 3 • To exit without saving press * 11 For each additional greeting or prompt that you want to record, press the appropriate Record button and repeat steps 7 through 10. 12 Replace the handset. 13 Click Done to close the Record Prompt page.
• Evening greeting Example: Part B – Configure the auto attendant main menu options Select the Main Menu link in the Auto Attendant Menu section. This will automatically save the auto attendant that you created in Part A. Type text in the Introductory Prompt field for the Main Menu menu prompt: “Thank you for calling Ace Automobiles.” Define the auto attendant Main Menu option for each phone Key by selecting a choice from the Send Caller To list.
Phone key Menu Option Result Wording for Prompt 8 Invalid Key The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played. 9 Last Name Directory Transfers the caller to the internal directory where entries are listed by last name. To access the Company Directory please press 9. 0 User Transfers the caller to a specified user. To speak to an operator, please press 0.
could not be accessed from the main menu by dialing their extension (the valid extension range for auto attendants: 700 – 899). • Phone key 9 is defined as a Last Name Directory option to allow a caller to reach employees by typing in the letters of their last name on the phone key pad. - Reason: Provides a means of reaching employees when the caller does not know their extension. • Phone key 0 is defined as a User option to allow a caller to transfer directly to a receptionist.
Selecting Call Group displays a list of call groups in the Details area adjacent to the Send Caller To list. Select the appropriate Call Group from this list. Detailed Description of Sales Menu Configuration 68 Phone key Menu Option Result Wording for Prompt 1 Call group Transfers the caller to a specified call group. To speak with a blue car sales representative, please press 1. 2 Call group Transfers the caller to a specified call group.
# Invalid Key The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played. 1 Select the number of times that you want the auto attendant menu prompts to be repeated from the Play menu prompt list. 2 Define the action that should be taken if the caller to the auto attendant does not make a phone key selection. This could happen, for example, if the caller is unsure of what option to select.
70 Phone key Menu Option Result Wording for Prompt 1 User Transfers caller to a specified user. To speak with the blue car service manager, please press 1. 2 User Transfers caller to a specified user. To speak with the red car service manager, please press 2. 3 User Transfers caller to a specified user. To speak with the old car service manager, please press 3. 4 Invalid Key The user can leave the dial pad action unassigned.
Phone key Menu Option Result Wording for Prompt # Invalid Key The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played. 4 Select the number of times that you want the auto attendant menu prompts to be played from the Play menu prompt list. 5 Define the action that should be taken if the caller to the auto attendant does not make a phone key selection. This could happen, for example, if the caller is unsure of what option to select.
9 Press the Record button and repeat steps 6 through 10 for the following: • Afternoon Greeting • Evening Greeting • Main Menu prompt • Sales Menu prompt • Service Menu prompt 10 Replace the handset 11 Click Done to close the Record Prompt page. The Ace Automobiles auto attendant is now saved with a custom phone key option configuration and matching custom prompts and greetings recordings.
3 Type the auto attendant name and extension in the General Information section. 4 Select English from the Default Language list. 5 Check the Time of Day Greetings check box in the Time of Day Greeting section to turn on the Time of Day Greetings. Type prompt text in the fields provided for each Time of Day Greeting. • “Good morning.” • “Good afternoon.” • “Good evening.
Phone key Menu Option Result 2 VoiceMail Retrieval The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played. 3 Invalid Key The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played. 4 Invalid Key The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played.
Phone key # Menu Option Result Invalid Key Wording for Prompt The user can leave the dial pad action unassigned. If a caller presses that key on the dial pad, an error message is played. 4 Accept 3 as the default number of times that you want the auto attendant prompt to be repeated from the Play menu prompt list. 5 Accept the default action of System Disconnect that is configured for the case when the caller to the auto attendant does not make a selection.
The voice mail auto attendant is now saved with a custom phone key option configuration and matching custom prompts and greetings recordings. Example: Part D – Test your auto attendant Test your set-up by calling the extension that you have assigned to your auto attendant. Listen to the prompts and greetings to ensure that you are satisfied with them, then select each of the phone keys to ensure they respond as you expected.
Phone Number Open Closed Lunch Special Override 6134356786 135 135 135 135 96135550987 The company in this example can be reached by dialing 6134356785 and 6134356786. The company administrator has configured incoming call routing for those phone numbers as follows: • 6134356786 is dedicated to a single user. In an emergency override situation, the number will route to 96135551234.
6 Select the auto attendant from the list provided. 7 Select the Calling Group option to direct the call to a call group. Select the call group from the list provided. 8 Select the Employee/Location option to direct the call to a user or location. Select the user or location from the list provided. 9 Select the ACD Application option to direct calls to a managed ACD Application. 10 Select the Other option to direct the call to any other number (including an external number).
To enable Emergency Override Routing so that all calls to one of your company phone numbers will be routed to its configured Emergency Override destination, follow these steps: 1 Select Incoming Call Routing in the left menu. 2 Select the phone number for which you want calls to be routed to its configured Emergency Override destination 3 In the Emergency Override section, select the Enable Emergency Override Routing checkbox.
• One phone number will be dedicated to the sales team so that they can be reached directly. All sales team telephones should ring when this phone number is dialed. • One phone number will be used as the "main" company phone number. They would like this phone number to be directed to an operator during regular business hours and the company auto attendant during off-hours.
5 Click Save. Example: Part C – Configure the "main" company phone number To configure the system so that 6132244446 is directed to an operator during regular business hours, follow these steps: 1 Select Incoming Call Routing in the left menu. 2 Select the Extension or Click to Set associated with 6132244446 under the Open business hour category. 3 Select the Employee/Location option. Select the operator's name from the list provided. 4 Click Save.
• Special hours of operation You can configure permissions for users and incoming call routing to be different for each of the business hour categories. View business hours details To view business hours details, follow these steps: 1 Select Business Details in the left menu. 2 Scroll down to the Business Hours – in 24 Hour Time section. A grid is used to capture the business hours for your company.
• Hour: Hour of service fields should not exceed 24 hours or be less than 0 hours. Minute fields should not exceed 60 minutes or be less than 0 minutes. The total time, hours + minutes, should not exceed 24 hours or be less than 0 minutes. For example, if the hour field = 24, then the minute field must = 0. 5 Extension ranges Click Save. The phone system has three sets of extension ranges: one for users and locations, one for auto attendants, and one for call groups.
If the ring tone is not configured at the Subscriber level, it defaults to the Tenant level; if the ring tone is not configured at the Tenant level, it defaults to the Telco level. To configure Ring Tones, follow these steps: 1 Click My Phone in the Navigation pane. 2 Click Configure Ring Tones. The Configuring Ring Tones dialog appears. 3 Choose the Extension for test. (Tenant Administrator only.) 4 From the Internal call direct drop-list, select the ring tone you want to use.
Once provisioned for your business, this announcement on hold becomes the default announcement for all the users in your business. You can override this setting on a per user basis by provisioning the user's hold announcement field. See Add a user on page “Add a user ” on page 12.. Configure account code entry Users can enter account codes against incoming and outgoing calls to associate those calls with a particular client or account.
Configure zero-out destination 3 Select the Disabled option in the Account Codes list. 4 Click Save. If your service provider has configured this option on the voice mail system, callers to a voice mailbox would have the option to dial "0" instead of leaving a voice message. When callers dial "0" they are directed to the zero-out destination defined for your company.
Phones The system maintains a list of all of the phones that are plugged in and connected to the network at your company. Configure Mitel 5485 paging unit To configure a Mitel 5485 paging unit for use in your company, follow these steps: 1 Follow the vendor documentation to physically connect the Mitel 5485 paging unit into your network 2 Add a location in the system. The location extension will be used as the paging unit's extension. See Add a location on page “Add a location” on page 15..
View phone inventory list To view all company phones connected to the network, follow these steps: 1 Select Phone Inventory in the left menu. 2 The Phone Inventory List page is displayed with the following columns: Phone Label, Model, Assigned User/Location and Site. Print phone inventory list To print the Phone Inventory list, follow these steps: 1 Select Phone Inventory in the left menu. 2 Click Print List at the bottom of the Information pane. A new browser window Phone Inventory List will open.
5 Select Unassigned from the Assigned User/Location list to unassign the user or location from the phone (optional). 6 Click Save. Delete a phone This section describes how to delete a phone from the system. Once a phone is deleted, it is permanently disconnected from the system. This means that the associated user or location is effectively logged out and is no longer able to receive or make calls. To delete a phone, follow these steps: 1 Select Phone Inventory in the left menu.
Resetting a device may end a call in progress. Assign phone It is possible to assign a phone to the user/location's extension. This is needed when the phone does not have Login/logout capability (such as a port on an Foreign eXchange Station (FXS) or a Mitel 5485 Paging unit. For certain types of phones (such as the Mitel 5212 IP phone), the phone must be assigned to the user/location's extension since the phone does not have Login/logout capability.
2 Select Add a location. Complete the information required making sure that you assign a permission profile that will allow the fax to make outgoing calls. The extension number will be the fax extension. 3 Select Phone Inventory in the left menu. 4 Select the Phone Label corresponding to the device (port) for which you want to configure an extension for. 5 Select the location from the Assigned User/Location list. 6 Click Save.
92 2 Sort the list by selecting on any of the column headings. 3 Select the browser window Print button or select the Print command from the browser menu. 4 Close the Print Browser window.
Glossary A Auto Attendant An automated system that directs incoming calls to the appropriate extensions. ATM Asynchronous Transfer Mode. This is a protocol used for high speed data connections CallP Server Call Processing Server. This is a piece of software that provides much of the intelligence for the OfficeConnect system Class of Service an identifier that indicates a type of telephone call. Examples of Class of Service include "Emergency (911)", "Internal", and "Long Distance".
H HTML Hyper Text Markup Language. This is a system of tagging documents with context information allowing them to be displayed by web browsers. HTTP Hyper Text Transfer Protocol. This is the protocol used to send information (usually HTML pages) over networks. ICMP Internet Control Messaging Protocol. This is a protocol that allows the Ping command. IP Internet Protocol. This is a simple data networking protocol used in the World Wide Web and many private data networks.
P PRI Primary Rate ISDN. This is a service that provides 23 digital voice channels plus 1 signaling channel on a standard T1 interface in a telephone network. PRI Group a grouping of PRI channels used for routing information. Product DHCP Server The DHCP Server provided as part of the OfficeConnect product PSAP Public Safety Answering Point A facility equipped and staffed to receive 911 calls PSTN Public Switched Telephone Network. PVC Private Virtual Circuit.
TCP Transmission Control Protocol. This is a layer added onto the IP protocol (shown as TCP/IP) to provide reliable communication. telco Telephone Company. This is a company that purchases the OfficeConnect solution and sells voice over IP telephone service to tenants tenant a customer of the service provider tenant administrator a user id that has the access rights required to perform administrative functions for a given tenant. TFTP Trivial File Transfer Protocol.
Zone Final A logical entity that associates sites with dial plans and CallP servers. Zones contain route entries that determine the physical routing of outgoing calls from the system.
NOTES 98 Notes Final
Index Numerics 5485 paging unit 87 A Account codes configuring entry 85 description 20 disabling 85 enabling 85 ACD Applications 51 managing permissions 51 Administrator privileges 6 Auto attendant 54 adding 55 adding submenu 59 auto attendant option 57 call group option 57 creating custom, examples 64 custom auto attendant with voice mail, example 72 default key configurations 54 definition 93 deleting 56 deleting submenu 59 extension (dialed) option 57 first name directory option 57 invalid key option 58
Groups broadcast, adding 43 broadcast, description 38 broadcast, modify 44 call, assigning users 41 call, deleting 50 call, locking members 41 call, viewing 41 hunt, adding 45 hunt, description (circular) 38 hunt, description (linear) 38 hunt, modifying 47 managing features 38 monitor call, description 39 monitor, modifying 49 monitor, phone 39 rollover, adding 49 rollover, description 39 rollover, modifying 50 H Handsfree Answerback 22 Hold announcements, configuring 84 Hunt groups 41 adding 45 description
regional 31 toll free (1-800) 31 toll premium 31 types 30 Phone key profiles 20 22 account codes 20 adding 27 assigning 36 assigning to a user or location 28 default 27 deleting 30 Forward to AA 21 Forward to coverage (LED) 21 Forward to Co-worker (LED) 21 Forward to prompt (LED) 22 Handsfree Answerback 22 incoming call list 22 intercom to co-worker 23 intercom to prompt 23 join/leave group 23 line appearance 23 memory key configuration 20 modifying 29 monitor call (silent) 24 monitor calls 23 monitor phone
V View permission profiles 31 102 Index W What’s new, in Release 4.
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NOTES 104 Notes
