MITEL 5304 IP Phone User Guide
5304 IP Phone 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. Programmable Buttons Commonly Used Feature Codes The 5304 IP phone has nine programmable buttons. When you first receive your phone, the buttons are preprogrammed as indicated in the table below.
Answering Calls Lift the handset to answer a call. 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 Lift the handset and dial the extension number. If you enter incorrect digits, you can press the Hold button to move the cursor backward, deleting the last digit entered.
Notice This guide is released by Mitel Networks Corporation and provides information necessary to use the 5304 IP phone. 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 IP phone. 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 IP Phone Damage Hazard. To avoid damaging the IP phone, make sure the IP phone is connected to the proper power supply before powering on. Contact your system administrator for more information. The IP phone 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.
IP Phone 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 IP phone 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 IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5304 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 IP Phone Feature Descriptions . . .
Contents Using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Using System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Using Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Using the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Messages 39 Leaving Messages at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Viewing and Responding to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Canceling Messages Left at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Deleting Waiting Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Getting Started Getting Started Welcome The instructions in this guide are for using the Mitel® 5304 Internet Protocol (IP) phone on the Mitel 5000 Communications Platform (CP). The 5304 IP Phone Quick Reference Guide located at the beginning of this guide is an overview of frequently used features. Your IP phone 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 5304 Features The 5304 is shown here. See “IP Phone Feature Descriptions” on page 3 for more information about the IP phone features.
Getting Started IP Phone Feature Descriptions The following sections describe default configurations. Your IP phone may be programmed differently. Contact your system administrator for more information. See “5304 Features” on page 2 for IP phone feature locations. Display The display provides a two-line, 20-character viewing area for using features and identifying callers. When idle, the display shows your user extension, name, and the time and date.
Getting Started Programmable Buttons The 5304 has nine programmable buttons. When you first receive your phone, the buttons are pre-programmed as indicated in the table below. You may be able to reprogram the buttons for quick access to features or frequently called phone numbers. See “Using Programmable Buttons” on page 9 for instructions. After reprogramming the buttons, replace the phone’s original designation card with a new card that reflects the reprogrammed buttons.
Getting Started Volume Buttons Directly below the programmable buttons, the 5304 has two volume buttons, (Up) and (Down), that provide volume control for the ringer, handset and speaker. Volume levels are automatically saved when you press the volume buttons. In addition, these buttons allow you to scroll through display menus. Dialpad Buttons Use the dialpad buttons to dial phone numbers, enter feature codes, and to enter characters when using features that require text input.
Getting Started Headset Instructions Although the 5304 does not have a dedicated headset jack, you can still use a headset on the phone if your system administrator has reprogrammed one of your phone’s buttons as a Speaker button. You must use a Speaker button to connect to and disconnect from calls while your phone is in headset mode. Contact your system administrator if you want to use a headset with the 5304 IP phone. The headset must be hearing aid compatible (HAC).
Personalizing Your IP Phone Personalizing Your IP Phone This chapter describes features you can use to personalize your IP phone. Installing Designation Cards If you program buttons on your 5304 (see page 9), you can install a new paper designation card with the revised button labels. A plastic cover holds the designation card in place. Designation cards are provided by your system administrator. To replace the default designation card: 1. Remove the plastic cover over the original designation card. 2.
Personalizing Your IP Phone Changing the Ring Tone You can select one of nine different ring tones. To change the ring tone: 1. Lift the handset and press the hookswitch down. 2. Dial 398. 3. Do one of the following to listen to and select a ring tone: • Press (Up) or (Down). • Press 1 to 9. 4. To save the ring tone, press #. If you do not want to use a ring tone, you can turn the phone ringer off. To turn the ringer off: 1. Lift the handset and press the hookswitch down. 2. Dial 398. 3.
Personalizing Your IP Phone Adjusting the Display Contrast You can adjust the display contrast setting. To adjust the Contrast setting: 1. Lift the handset, and press the hookswitch down. 2. Dial 303. 3. Do one of the following to adjust the contrast: • Press (Up) or (Down) to adjust the contrast. • Press a number on the dialpad (1 = lightest, 10 = darkest) that corresponds to your desired contrast level. 4. To save the setting, press #.
Personalizing Your IP Phone 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 IP Phone Feature Page Code Answer Ringing Call 15 351 Automatic Call Access – On/Off 15 361 Automatic Trunk Call Access – On/Off 15 360 Automatic Trunk Answer 15 350 Background Music – On/Off 8 313 Barge-in 48 386 Call Forward – All Calls 29 355 Call Forward – If Busy 29 357 Call Forward – If No Answer 29 356 Call Forward – No Answer/Busy 29 358 Call Logging 34 333 Change Language 8 301 Conference 32 5 Default Station 13 394 Directory 22 307
Personalizing Your IP Phone Feature Page 12 Page Code Page Receive – On/Off 43 325 Personal Call Routing – On 30 363 Personal Call Routing – Off 30 362 Personal Call Routing – On/Off 30 364 Personal Call Routing – Handoff 30 388 Program Buttons 13 397 Program Station Password 36 392 Programmable Buttons – Return to Default 7 395 Queue (Callback) Request 17 6 Record-A-Call 33 385 Redial 18 380 Redirect Call 15 331 Reminder Message 42 305 Reminder Message – Cancel 4
Personalizing Your IP Phone Viewing Button Assignments You can view programmable button (key) feature assignments. To view button assignments: 1. Lift the handset and dial 396. PRESS THE KEY TO REVIEW appears. 2. Press any of the programmable buttons to display the assignment. 3. Press # to exit. Resetting Programmable Buttons You can reset all buttons (keys) that you have programmed to the default assignments.
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 button. Answering Calls Incoming calls are accompanied by a ring tone signal and a rapidly flashing ring indicator lamp.
Answering and Placing Calls Using Automatic Trunk Answer You can use Automatic Trunk Answer to answer incoming external calls for other internal parties who are members of an “Answer Access” list. Your system administrator creates Answer Access lists. Contact your system administrator for Answer Access list extensions.1 Automatic Trunk Answer answers calls in the order they are received (that is, the first call received by any extension in the Answer Access list is the first one answered).
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 IP phone. Contact your system administrator for a list of extension numbers. To place an internal call: Lift the handset and dial the extension number. If you enter incorrect digits, press the Hold button to move the cursor backward, deleting the last digits entered.
Answering and Placing Calls Placing External Calls The following sections describe how to place an external call and the features you can use when placing external calls. To place an external call: 1. Lift the handset. 2. Press the Call button, or dial the Outgoing Call access code (8 is the default code). 3. 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. Lift the handset and 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. Button Characters Represented (in Alpha Mode) 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 would use the following sequence: 1. In Alpha Mode, 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 If you no longer need a speed-dial entry, you can delete it. To delete a Station Speed-Dial entry: 1. Lift the handset and dial 383. PROGRAM STN SPD (0-9) OR SCROLL appears. 2. Do one of the following: • Enter the speed-dial location (0 to 9). • Press (Up) or (Down) to scroll through the speed-dial locations. 3. Press # to select the location. 4. Hold down the Hold button until the name is erased, and then press # to continue. 5.
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. 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. • Optional account codes: Entered at any time during a call.
Call Features Call Features The following sections describe call-related features. Using Ring Intercom Always Handsfree Mode is a system feature that functions on phones with external microphones. When Handsfree Mode is enabled, incoming calls are automatically answered and audio is routed through the phone’s speaker. To respond to the caller, the user must have a phone that includes an external microphone (speakerphone).
Call Features Placing Calls On Hold You can place calls on Individual Hold or System Hold: • Individual Hold: Places an internal or external call on hold at your IP phone. • System Hold: Places an external call on hold in the system. You can then pick up the call from any phone that indicates a flashing Call button for the call, including the phone that placed it on hold. To place a call on Individual Hold: 1. While on a call, press the Hold button. ENTER EXTENSION NUMBER appears. 2.
Call Features Transferring Calls You can transfer calls to other extensions or external numbers. You can also transfer conference calls. See “Transferring a Conference” on page 32 for more information. To transfer a call to another extension: 1. While on the call, press the Transfer button. 2. Enter the extension number. 3. Do one of the following: • Wait for an answer, announce the call, and then hang up. If the extension is unavailable, press the flashing IC or Call button to return to the caller.
Call Features Viewing Your System Information If you are on a call, you can temporarily view your user information (your user name and your extension number) and the date and time. To display your user information and the date and time: Press the Special button, and then dial 300. Viewing Caller ID Information If you are currently connected to an external caller with Caller ID, you can toggle between the caller’s name and number. If the name is unavailable, CANNOT ACCESS FEATURE appears.
Call Features Forwarding Calls You can use Manual Call Forwarding or System Forwarding to forward calls. 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 to a specified destination. 355 Call Forward if No Answer All incoming calls are forwarded to a specified destination if they are not answered in a predetermined time frame.
Call Features Using Personal Call Routing When you enable Personal Call Routing on your 5304 IP phone, your incoming calls are automatically routed to one or more preprogrammed associated destinations according to the routing steps programmed for you. Typically, your desk phone (5304 IP phone) is configured to be your main extension.
Call Features When you enable Personal Call Routing, your incoming calls are routed as specified by the routing type programmed for you by your system administrator. The table below provides descriptions for the default routing types. Routing Type Description Mobile Twinning Calls simultaneously ring your desk phone and mobile phone, before going to voice mail. Delayed Mobile Twinning Calls ring your desk phone first, and then ring both your desk phone and mobile phone, before going to voice mail.
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 Special button, and then dial 5 to place the call on hold. CALL NEXT PARTY TO CNF appears. 2. Place a call to the next conference party. For external calls, dial 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: 1. Press the Special button, and then dial 5. 2. Press the Hold button. CONFERENCE PARTIES ON HOLD appears.
Call Features Using Group Listen You can use Group Listen to activate the speaker while you use the handset or headset to continue speaking. This allows other people to hear the other party on the call while the other party can only hear you (through the handset microphone). To use Group Listen: While on a call, press the Special button, and then dial 312. GROUP LISTEN ON appears, and you hear a confirmation tone. The other party does not hear the confirmation tone.
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 Remote Programming You can use Remote Programming to access the DND, Call Forwarding, and Personal Call Routing features from another system phone or an external phone.3 For security reasons, remote programming requires a password. NOTE A Direct Inward System Access (DISA) number is required to use Remote Programming from an external phone. Contact your system administrator for more information.
Call Features Using Remote Programming to Change DND Settings See “Using Do-Not-Disturb (DND)” on page 41 for more information about using DND. To use Remote Programming to turn on DND: 1. Do one of the following: • Call your DISA number (provided by your system administrator). If necessary, enter your (DISA) password. • Use any phone on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your password followed by #. 5. Dial 370. 6.
Call Features Using Remote Programming for Personal Call Routing See “Using Personal Call Routing” on page 30 for more information about Personal Call Routing. To use Remote Programming to enable Personal Call Routing: 1. Do one of the following: • Call your DISA number (provided by the system administrator). If necessary, enter your DISA password. • Use any phone on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your password followed by #. 5. Dial 363 (Personal Call Routing On).
Messages Messages This section describes the following system messaging features: • Inter-station messages: Inter-station messages are alerts sent to your IP phone by other internal parties, notifying you to contact the party who left the message. When you receive an inter-station message, the Message/Ring Indicator flashes to notify you of the new message. You can 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/Ring Indicator flashes and the display shows the number of waiting messages. NOTE If you lift your handset before viewing an inter-station message, you automatically call the party who left the message. The display shows new messages as follows: • Inter-station messages: The other party’s programmed user name appears on the display. • Voice messages: FROM MBOX appears on the display.
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 IP phone speakers or external speakers (if applicable). Your system may use page zones to prevent announcements from transmitting through every phone 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: Lift the handset, and 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 Agent 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: Lift the handset and dial 376. AGENT HELP REJECTED appears.
Troubleshooting Troubleshooting The following sections can help you solve problems that you may be experiencing with your IP phone. 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 IP phone features.
Troubleshooting Troubleshooting Tips The following table includes troubleshooting tips for IP phone and system features. NOTE You can often correct problems that you may be experiencing by resetting the IP phone to the default settings. See “Resetting the IP Phone to the Default Settings” on page 13. Problem Possible Solution The IP phone is not working properly. Contact your system administrator. Page 50 I cannot use one or more of the features described in this guide.
Troubleshooting Problem Possible Solution When I try to use the Personal Call Routing – Handoff feature (388), the display shows NO CALL TO HANDOFF. The NO CALL TO HANDOFF display indicates that the call cannot be handed off because one of the following may have occurred: • You tried to use the Handoff feature on a call that has not been routed by Personal Call Routing. • You tried to use the Handoff feature on a call that the system has not yet recognized as a valid call.
Index Index A Calls camping-on to phone 17 conference, placing 32 Account codes, using 23 emergency, placing 16 Agent Help external, placing 18 accepting or rejecting 48 forwarding 29 requesting 47 intercom 4 Agent, ACD hunt group 45 logs, using 34 Audio problems 50 muting the microphone 25 Automatic outside 4 Access, disabling 15 picking up (reverse transferring) 27 Access, enabling 15 placing internal (IC) 17 Trunk Answer, using 16 recording 33 redirecting incoming 15 B transferrin
Index Display 2, 3 Hunt groups contrast, changing 9 accepting or rejecting Agent Help 48 name, changing 50 Agent Help, requesting 47 Diverting hunt group calls 47 agent IDs 45 Do-Not-Disturb button 4 Automatic Call Distribution (ACD) 45 Do-Not-Disturb, using 41 Barge-in, using 48 calls diverting 47 monitoring 48 stealing 48 E Emergency calls 16 logging out of 46 Emergency calls, placing 16 types 45 Error Uniform Call Distribution (UCD) 45 messages 49 wrap-up timer 46 tones 5 Extension num
Index M Q Members, hunt group 45 Queuing the phone 17 Message button 4 Quick Reference Guide i Messages canceling 40 R deleting 40 Do-Not-Disturb 41 error 49 leaving 39 pages 43 Reminder 42 replying to 40 viewing 40 Record-A-Call, using 33 Redial button 4 Redialing external numbers 18 Redirecting incoming calls 15 Reminder Messages, using 42 Remote Programming DND 37 voice, listening to 40 forward calls 37 Microphone, muting 25 password 36 Music, background 8 Personal Call Routing 38 Mute,
Index Station Speed Dial numbers deleting 21 dialing 20 storing 19 V Voice mail user guides 39 Voice messages deleting 40 using 19 leaving 39 Stealing calls 48 listening to 40 System forwarding 29 Volume Buttons 5 Hold 26 Volume buttons 2 information, displaying 28 Volume levels 7 speed dial 19 time and date, setting 50 T W Waiting calls, answering 15 Wrap-up timer, stopping 46 Time and date, system 50 Tips comfort and safety 5 troubleshooting 50 Transfer button 4 Transferring calls 27 Troubl
Part No. 550.
