MITEL Model 5212/5224 Endpoint User Guide
Model 5212/5224 Endpoint Quick Reference Guide This guide provides information for frequently used features. For more information about these and other features, refer to the user guide. For voice mail information, refer to the voice mail user guide for your system. Feature Buttons Commonly Used Feature Codes Most of the following feature codes work when your endpoint is idle.
Answering Calls Lift the handset, or press (Speaker) to answer a call while using a headset or to answer a call in Handsfree Mode. Placing Emergency Calls Dial the emergency number (911 U.S. or 999/112 Europe). The system immediately places the emergency call as soon as you dial the number, even if you do not select an outside line. Placing Internal (Intercom) Calls With or without the handset lifted, dial the extension number.
Notice This guide is released by Mitel Networks Corporation and provides information necessary to use the Model 5212/5224 endpoints. The guide contents, which reflect current Mitel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost.
Important Safety Instructions and Precautions Remember the following safety guidelines when using the endpoint. Programming Emergency Numbers Make sure to do the following when programming emergency numbers and/or making test calls to emergency numbers: • Remain on the line and briefly explain to the dispatcher the reason for the call. • Perform tests during off-peak hours such as early morning or late evenings.
Power Requirements CAUTION Endpoint Damage Hazard. To avoid damaging the endpoint, make sure the endpoint is connected to the proper power supply before powering on. Contact your system administrator for more information. The endpoint requires any one of the following power supplies: • Mitel 48-volt DC Ethernet power adaptor 100-240 volt AC 50-60Hz (ES) -part number 50005301 • An industry-standard IEEE 802.
Endpoint Usage This equipment is not for connection to the telephone network or public coin phone service. It is only for use when connected to Mitel systems. WARNING When using your endpoint equipment, basic safety precautions should always be followed to reduce the risk of fire, electric shock and injury to persons, including the following: • Do not use this product near water, for example, near a bath tub, wash bowl, kitchen sink or laundry tub, in a wet basement, or near a swimming pool.
Notice to Canadian Customers The Class B digital apparatus complies with Canadian ICES-003. Notice to U.S. Customers This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation.
Contents Contents Getting Started 1 Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About Your Endpoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Model 5212 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Model 5224 Features . . . . . . . . . .
Contents Answering and Placing Calls 19 Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Answering Waiting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Using Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Redirecting Calls . . . . . . . . . . . . . . . . . . .
Contents Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Adding a Conference Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Transferring a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Dropping Out of a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Troubleshooting 49 Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Getting Started Getting Started Welcome The instructions in this guide are for using the Mitel 5212/5224 Internet Protocol (IP) endpoint on the Mitel 5000 system. The Quick Reference Guide located at the beginning of this guide is an overview of frequently used features. Your endpoint should be powered on and ready to use. If the display is blank, or if the display name, extension number, or time or date are incorrect, contact your system administrator for assistance.
Getting Started Model 5212 Features The Model 5212 is shown here. See “Endpoint Feature Descriptions” on page 4 for more information about the endpoint features.
Getting Started Model 5224 Features The Model 5224 is shown here. See “Endpoint Feature Descriptions” on page 4 for more information about the endpoint features.
Getting Started Endpoint Feature Descriptions The following sections describe default configurations. Your endpoint may be programmed differently. Contact your system administrator for more information. See “Model 5212 Features” on page 2 and “Model 5224 Features” on page 3 for endpoint feature locations. Handset The handset provided with this equipment is hearing aid compatible (HAC). If you are using a headset or if you are in Handsfree Mode, you do not need to use the handset.
Getting Started Feature Buttons Feature buttons provide quick access to commonly used features. See the following table for descriptions. Button Action (Up) (Down) Provides volume control for the ringer, handset, and speaker. Scrolls through feature options. (Speaker) Activates Handsfree Mode (speakerphone). See “Using Handsfree Mode” on page 29. Activates features. (Mute) Temporarily turns off your microphone during a call. (Directory) Activates the contact and feature Directory.
Getting Started Endpoint Signals The Model 5212/5224 has several audio and visual signals to indicate feature activity. The following are a few helpful tips: • Lit or blinking buttons indicate call or feature activity. • All endpoint button lamps illuminate at the same time for a few seconds when the endpoint is reset or powered on. • The following actions may cause an error tone: o Pressing an invalid button combination. o Selecting a restricted feature. o Dialing a restricted or invalid number.
Getting Started Headset Instructions When using a headset, press (Speaker) to connect to or disconnect from calls. The Headset icon appears when the headset is in use. You cannot use the handset or speakerphone when the endpoint is in Headset Mode. Disconnecting the headset automatically enables the handset. The headset must be hearing aid compatible (HAC). NOTES If your headset has a power-saver mode, make sure the system administrator has enabled the “Headset Connect Tone” feature.
Personalizing Your Endpoint Personalizing Your Endpoint This chapter describes features you can use to personalize your endpoint. Adjusting the Viewing Angle You can tilt the endpoint stand for a better view of the buttons and display. Press tabs on both sides to release and detach unit. To adjust the viewing angle: 1. Turn the endpoint so it faces away from you. 2. Hold the base firmly, and then press the tabs on the sides of the stand to release and detach the base unit. 3.
Personalizing Your Endpoint Installing Designation Cards If you program buttons on your Model 5212/5224 (see page 12), you can install a new paper designation card with the revised button labels. (Paper designation cards are provided by your system administrator.) You can usually slide the paper designation card out and replace it without removing the lens (if necessary, see the following instructions to remove the lens for either model).
Personalizing Your Endpoint Changing Volume Levels You can change the following volume levels: • Ringer (alerting tone) • Handset • Headset • Background music • External speaker NOTE Turning the external speaker volume down to the lowest levels may prevent you from hearing the feature “warning tones” that notify you when errors occur (for example, when you enter an incorrect feature code). You must be using the feature to change the volume level.
Personalizing Your Endpoint Changing the Language Your system administrator can select two of the following languages as the primary and secondary languages to display text.1 • American English • British English • Spanish For example, if your system administrator programmed your endpoint with American English as the primary language, American English is used for display text. You can change the language by selecting the secondary language. Contact your system administrator for more information.
Personalizing Your Endpoint Default Access Codes The following are default system access codes. If your system uses different codes, record the codes in the “New Code” column for reference.
Personalizing Your Endpoint Feature Page 14 Page Code Automatic Trunk Answer 20 350 Background Music – On/Off 12 313 Barge-in 48 386 Call Forward – All Calls 32 355 Call Forward – If Busy 32 357 Call Forward – If No Answer 32 356 Call Forward – No Answer/Busy 32 358 Call Logging 35 333 Change Language 12 301 Conference 33 5 Default Station 17 394 Directory 26 307 Display Time And Date 31 300 Do-Not-Disturb 41 370 Do-Not-Disturb – Cancel 41 371 Do-Not-Disturb
Personalizing Your Endpoint Feature Page Code Program Station Password 36 392 Programmable Buttons – Return to Default 16 395 Queue (Callback) Request 21 6 Record-A-Call 34 385 Redial 22 380 Redirect Call 20 331 Reminder Message 41 305 Reminder Message – Cancel 41 306 Remote Programming 36 359 Reverse Transfer (Call Pick-Up) 31 4 Ring Intercom Always – On/Off 29 377 Ring Tone Selection 11 398 Station Monitor 48 321 Station Speed Dial 23 382 Station Speed Dial – P
Personalizing Your Endpoint Resetting Programmable Buttons You can reset all buttons (keys) that you have programmed to the default assignments. Resetting the programmable buttons does not reset button assignments programmed by the system administrator. To reset the feature buttons to the default values: With the handset on-hook, dial 395. FEATURE KEYS DEFAULTED appears. Programming DSS/BLF Buttons You can use programmable buttons as Direct Station Selection/Busy Lamp Field (DSS/BLF) buttons.
Personalizing Your Endpoint Resetting the Endpoint to the Default Settings Resetting the endpoint to the default settings does the following: • Returns all volume settings to the default levels. See “Changing Volume Levels” on page 11. • Cancels Background Music. See “Listening to Background Music” on page 12. • Cancels Callback (queue) requests. See “Requesting a Callback (Queuing the Endpoint)” on page 21. • Restores Handsfree Mode. “Using Handsfree Mode” on page 29. • Cancels Manual Call Forwarding.
Answering and Placing Calls Answering and Placing Calls The following instructions describe how to answer and place internal and external calls and how to use related features. NOTE By default, internal (intercom) calls are assigned to the IC button, and external calls are assigned to the Call buttons. Answering Calls Your endpoint may be preset to automatically answer incoming internal calls in Handsfree Mode. To disable Handsfree Mode, see “Using Handsfree Mode” on page 29.
Answering and Placing Calls Redirecting Calls You can redirect incoming calls to another extension or external number. To redirect calls: 1. While a call is ringing, dial 331. 2. Enter the extension number, or press the Outgoing button or enter the Outgoing Call access code (8), and then enter the external number. The call is forwarded to the number entered.
Answering and Placing Calls Placing Internal Calls Internal calls are calls placed to other extensions in the system. Internal calls are assigned to the Intercom (IC) button on your endpoint. Contact your system administrator for a list of extension numbers. To place an internal call: With or without the handset lifted, dial the extension number. If you enter incorrect digits, you can press (Hold) to move the cursor backward, deleting the last digits entered.
Answering and Placing Calls Placing External Calls The following sections describe features used when placing external calls. To place an external call: 1. Press the Outgoing button, an unlit Call button, or enter the Outgoing Call access code (8 is the default code). 2. Dial the number. NOTES If you cannot place an external call because all outgoing lines are busy, you can request a callback, which prompts the system to contact you when a line becomes available.
Answering and Placing Calls Using Station Speed Dial You can use Station Speed Dial to store phone numbers for your personal use. Other system users do not have access to your Station Speed-Dial numbers. Storing Station Speed-Dial Numbers You can store up to 10 Station Speed-Dial numbers. To store a Station Speed-Dial number: 1. With the handset on-hook, dial 383. PROGRAM STN SPD (0-9) OR SCROLL appears. 2. Do one of the following: • Press (Up) or (Down) to scroll through the speed-dial locations.
Answering and Placing Calls To use the dialpad to enter characters: Press the dialpad buttons as shown in the following table. Characters Represented (in Alpha Mode) Button 0 @:.,0 1 -&()1 2 ABC‘2 3 DEF!3 4 GHI*4 5 JKL#5 6 MNOñ6 7 PQRS7 8 TUV?8 9 WXYZ9 For example, to enter May 31, you could use the following sequence: 1. In Alpha Mode ( [Message] button is lit), press 6 once to enter an “M.” 2. Press 2 once to enter an “A.” 3. Press 9 three times to enter a “Y.” 4.
Answering and Placing Calls Deleting Speed-Dial Entries To delete a Station Speed-Dial entry: 1. With the handset on-hook, dial 383. PROGRAM STN SPD (0-9) OR SCROLL appears. 2. Do one of the following: • Press (Up) or (Down) to scroll through the speed-dial locations. • Enter the speed-dial location (0 to 9). 3. Press # to select the location. 4. Press (Hold) repeatedly until the name is erased, and then press # to continue. 5. Press (Hold) repeatedly until the number is erased, and then press #.
Answering and Placing Calls Using the Directory You can use the Directory to find internal or external contacts or find and activate system features. The directory uses Intelligent Directory Search (IDS), which is similar to the “text on 9 keys” (T9) predictive search feature used for mobile phones. The Directory has the following three subdirectories: • Intercom: Find and dial internal numbers. • Outside: Find and dial external numbers listed in the company directory.
Answering and Placing Calls Using Account Codes Account codes record information for telephone record reports. You may be required to enter account codes when placing calls. Contact your system administrator for more information about using account codes. There are three types of account codes: • Standard account codes: Automatically entered into the telephone record report whenever you place a call. • Forced account codes: Entered before you can place an outside call.
Call Features Call Features The following sections describe call-related features. Using Handsfree Mode You can use Handsfree Mode to activate the speakerphone. The Ring Intercom Always feature prevents calls from being answered in Handsfree Mode (see the following section). NOTES You cannot use Handsfree Mode if you are using a headset, or if you have more than one endpoint assigned to an extension number.
Call Features Placing Calls On Hold You can place calls on either Individual Hold or System Hold. • Individual Hold: Places an internal or external call on hold at your endpoint. • System Hold: Places an external call on hold in the system. You can then pick up the call from any endpoint that indicates a flashing Call button for the call, including the endpoint that placed it on hold. To place a call on Individual Hold: 1. Press (Hold). ENTER EXTENSION NUMBER appears. 2. Hang up or place another call.
Call Features Transferring Calls to External Numbers To transfer a call to an external number: 1. While on the call, press (Transfer). 2. Press the Outgoing button or the Outgoing Call access code (the default code is 8) to select an outside line. 3. Dial the phone number. 4. Do one of the following: • Wait for an answer, announce the call, and then hang up. If the extension is unavailable, press the flashing Call button to return to the caller.
Call Features Manual Call Forwarding The following table describes Manual Call Forwarding options. Call Forward Feature Description Code Call Forward All Calls All incoming calls are forwarded. 355 Call Forward All Calls All incoming calls are forwarded. 355 Call Forward if no Answer All incoming calls are forwarded if not answered. (The timer is set by the system administrator.) 356 Call Forward If Busy When your endpoint is busy, all incoming calls are forwarded without ringing.
Call Features Placing Conference Calls You can place a conference call with up to three internal or external parties (for a total of four parties, including yourself). To place a conference call: 1. While on the first call, press the Conf button to place the call on hold. CALL NEXT PARTY TO CNF appears. 2. Place a call to the next conference party (for external calls, press the Outgoing button or the Outgoing Call access code [8 is the default code], and then dial the number). 3.
Call Features Ending a Conference and Placing all Parties on Hold You can end a conference and place all conference parties on Individual Hold, allowing you to toggle between the held parties and speak to one party at a time. To end a conference and place all parties on Individual Hold: Press the Conf button, and then press HOLD appears. (Hold). CONFERENCE PARTIES ON To toggle between the held callers: Press parties.
Call Features Using Call Logging Your call logs are records of your most recent missed, received, and dialed calls. A maximum of 20 entries are stored in each call log.2 You can use Call Logging to: • View recent call activity. • View caller ID information. • Return or redial calls. To use Call Logging: 1. Dial 333. 2. Select one of the following options: • Press 1 (MISS). • Press 2 (RCV). • Press 3 (DL). • Press 4 (CLR). 3. Press (Up) or (Down) to scroll through the entries.
Call Features Using Secondary Extension Buttons .Secondary Extension buttons must be programmed by your system administrator. You can use programmable buttons as “secondary extensions.” Secondary Extensions are assigned to other extensions in the system (primary extensions) Because Secondary Extension buttons are programmed by the system administrator, you cannot change the buttons (for example, assign features to the buttons).
Call Features Using Remote Programming to Change the Password You can use Remote Programming to change the station (endpoint) password. To use Remote Programming to change the station password: 1. Do one of the following: • Call your DISA number (provided by your system administrator). If necessary, enter your (DISA) password. • Use any endpoint on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your password followed by #. 5. Dial 392. 6. Enter the new password followed by #. 7.
Call Features Using Remote Programming to Forward Calls See “Manual Call Forwarding” on page 32 for more information about Manual Call Forwarding. To use Remote Programming to turn on Manual Call Forwarding: 1. Do one of the following: • Call your DISA number (provided by your system administrator). If necessary, enter your (DISA) password. • Use any endpoint on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your password followed by #. 5.
Messages Messages This section describes the following system messaging features: • Inter-station messages: Inter-station messages are alerts sent to your endpoint by other internal parties, notifying you to contact the party who left the message. The (Message) button and Message/Ring Indicator flash to notify you of the new message. You can then either delete the message or reply to the message, which automatically places a call to the party who left the message.
Messages Viewing and Responding to Messages When you have waiting messages, the (Message) button and Message/Ring Indicator flash and the display shows the number of waiting messages. NOTE If your handset or speakerphone is off-hook when you view a inter-station message, you automatically call the party who left the message. The display shows new messages as follows: • Inter-station messages sent by other internal parties are indicated by the party’s programmed user name.
Messages Using Do-Not-Disturb (DND) You can use DND to stop calls and pages to your extension. When activated, internal calling parties see your selected DND message. DND does not block queue callbacks, recalls, and incoming external calls. The following table shows the 20 default DND messages. If your system administrator changes your DND messages, you can record the new messages in the “New Message” column for reference.
Messages Using Reminder Messages You can use Reminder Messages to alert you at a selected time, up to 24 hours in advance. At the selected time, the Reminder Message signals you with eight short tones and your display shows the message, even if you are on a call. The following table shows the 20 default Reminder Messages. If your system administrator changes your Reminder Messages, you can record the new messages in the “New Message” column for reference.
Messages Paging Other System Users You can place page announcements through endpoint speakers or external speakers (if applicable). Your system may use page zones to prevent announcements from transmitting through every endpoint in the system. Each page zone contains a different combination of extensions and external paging equipment. Contact your system administrator for page zone information. You can use the following table to save the page zone information for future reference.
Hunt Groups Hunt Groups Hunt groups are groups of internal parties (agents) who share a common (hunt group) extension number. Calls can either be placed to the hunt group (using the hunt group extension number) or to a specific agent (using the agent’s extension number). Hunt groups are programmed by the system administrator. Hunt groups types are either “UCD” or “ACD.” • UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group to receive calls.
Hunt Groups Logging out of ACD Hunt Groups You can log out of all ACD hunt groups at once or log out of each hunt group one at a time. To log out of one or more ACD hunt group: Do one of the following: • Dial 328 to log out of all of your ACD hunt groups. The display shows AGENT LOGGED OUT OF ALL ACDS. • Dial 327 to log out of one hunt group at a time. If you were logged in to only one hunt group, the display shows AGENT LOGGED OUT OF HUNT GROUP .
Hunt Groups Other Hunt Group Features The following features can be used by ACD or UCD hunt groups. Requesting Agent Help You can use Agent Help to request help from a designated “Agent Help Extension” (usually your supervisor) during a call. When your request call rings at the Agent Help Extension, the supervisor can join the call or reject the request. NOTE Agent Help is not supported on peer-to-peer (P2P) calls. Contact your system administrator for more information. To use Agent Help: 1.
Hunt Groups Hunt Group Supervisor Features The following features can be used by hunt group supervisors only. Accepting or Rejecting Agent Help Calls Supervisors can accept or reject Agent Help calls. To accept an Agent Help request: Answer as usual. Your microphone is automatically muted. To reject an Agent Help request: Dial 376. AGENT HELP REJECTED appears. Monitoring Calls You can use Station Monitor to connect to a hunt-group call and hear both parties, but you cannot be heard by either one.
Troubleshooting Troubleshooting The following sections can help you solve problems that you may be experiencing with your endpoint. Troubleshooting topics include: • Contact Information: Information about system administrator contacts. • Error Messages: Error messages and descriptions. • Troubleshooting Tips: Possible problems and methods to solve them. Contact Information Your system administrator can help you with items such as changing your settings or modifying endpoint features.
Troubleshooting Troubleshooting Tips The following table includes troubleshooting tips for endpoint and system features. NOTE You can often correct problems that you may be experiencing by resetting the endpoint to the default settings. See “Resetting the Endpoint to the Default Settings” on page 17. Problem Possible Solution The endpoint is not working properly. Contact your system administrator. I cannot use one or more of the features described in this guide. The feature may not be enabled.
Index Index A placing internal (IC) 21 recording 34 redirecting incoming 20 Account codes, using 27 transferring 30 Agent Help accepting or rejecting 48 requesting 47 Agent, ACD hunt group 45 Answering calls 19 waiting 19 Camp-on, using 21 Canceling features 5 Changing keymaps 17 Audio problems 50 the language 12 Automatic Access, using 19 Trunk Answer, using 20 volume levels 11 Characters, entering dialpad 23 Codes account 27 B default system access 13 feature, default 13 Background music, bac
Index E H Emergency calls, placing 20 Handset off-hook 6 Endpoint blank display 1 off-hook, on-hook 6 changing volume levels 11 on-hook 6 comfort and safety 6 Handsfree Mode default settings, returning to 17 overriding 29 Display buttons 4 using 29 error tones 6 Headset, using 7 features dialpad buttons 5 feature buttons 5 programmable buttons 12 Ring/Message Indicator 4 speaker 4 Hold Individual 30 System 30 Hookflash, entering 30 Hunt groups Model 5212 2 5224 3 accepting or rejecting A
Index M assigning 12 resetting to default values 16 viewing button assignments 15 Members, hunt group 45 Messages canceling 40 Q deleting 40 Do-Not-Disturb 41 error 49 leaving 39 Queuing for an endpoint 21 R pages 43 Reminder 42 Record-A-Call, using 34 replying to 40 Redialing external numbers 22 viewing 40 Redirecting incoming calls 20 voice, listening to 40 Reminder Messages, using 42 Microphone, muting 29 Remote Programming Model password changing 37 entering 36 5212 2 5224 3 using 3
Index comfort and safety 6 Station Monitor, using 48 troubleshooting 50 Station Speed Dial numbers deleting 25 dialing 24 storing 23 using 23 Transferring calls 30 Troubleshooting tips 50 V Stealing calls 48 System forwarding 32 Voice mail user guides 39 Voice messages deleting 40 Hold 30 leaving 39 information, displaying 31 listening to 40 time and date, setting 50 Volume levels 11 T W Time and date, system 50 Tips Waiting calls, answering 19 Wrap-up timer, stopping 46 Page 54 Mitel® Mo
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