USER GUIDE
NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
Notice to Canadian Customers Notice to Customers in EU Countries This Class B digital apparatus complies with Canadian standard ICES-003. We, Mitel Networks Ltd. Of, Mitel Business Park Portskewett Caldicott NP26 5YR UK 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.
Notices Symbols These notices appear on the product and in the technical documentation: These symbols appear on the product: WARNING Warning indicates a potentially hazardous situation which, if not avoided, could result in death or serious injury. CAUTION Caution indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate injury and/or damage to the equipment or property.
Table of Contents Answering Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Recovering the Last Released Call . . . . . . . . . . . . . . . . . . . . . . . . . . 22 GETTING STARTED ADVANCED FEATURES Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Before you begin using the console . . . . . . . . . . . . . . . . . . . . . . . 3 Conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . .
Changing Room Occupancy and Condition Status . . . . . . . . . . . . . . 49 Checking-In/Checking-Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Setting and Clearing Wake-up Calls. . . . . . . . . . . . . . . . . . . . . . . . . . 49 Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Blocking Room-to-Room Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Monitoring Guest Rooms . . . . . . . . . . . . . . . . . . . .
Getting Started
2 ♦ Getting Started
Introduction The Mitel Networks™ 5550 IP Console is an attendant console and administration application for the Mitel Networks 3300 Integrated Communications Platform (ICP). It features a specialized keypad and an intuitive user interface for smooth, efficient call handling. Console Components Your 5550 IP Console consists of a personal computer (PC) with monitor, a standard computer keyboard, a keypad, a mouse and a handset with cradle.
Console Screen The information displayed in the Source and Destination areas includes the name of the party, extension or trunk number or trunk label, type of extension, status of call (e.g., ringing), privileges assigned to the trunk or extension, and the type of call (e.g., Conference, Recall, Serial).
Questions about Resilient Talk State What is Resilient Talk State? Resiliency gives your network the ability to handle calls and provide voice mail service in the event of a 3300 ICP system failure or a network-level failure. When a failure occurs, the 5550 IP Console goes into "Resilient Talk State" while it attempts to switch to a secondary 3300 ICP. All calls in talk state at the time of failure are remain connected to the console.
Console Keypad The console keypad is used for dialing, call processing and accessing 3300 ICP features. You can adjust the slope of the keypad and detach (or attach) it from the handset cradle. The keys on the keypad are arranged in three groups: Volume and Mute Keys – used to increase (+) or decrease (-) the ringer volume and the volume of the earpiece in the handset or headset. The Mute key turns the microphone in the headset or handset on or off.
Softkeys (F1 – F12) The softkeys are the F1 to F12 keys on your computer keyboard. You use them to enter commands shown in the softkey area on the screen. The commands are not fixed to a specific softkey; instead, they change depending on the state of the call you are handling or the feature you are using. For example, when you call a busy extension, the F4 key might be used to request a Callback. At another time, the same key, F4, could be used to set up a conference call.
Starting and Closing the Mitel 5550 IP Console The 5550 IP Console starts with the operator status set to “Operator Absent.” To begin receiving calls, you must change the status to “Operator Present.” For more information, see page 37. To start the 5550 IP Console • Start Windows. • Type your user name and password. • Click on your Windows desktop. To close the 5550 IP Console • On the File menu, click Exit.
Adjusting the Console To detach the clamp from the keypad The console is designed with your comfort in mind. You can make adjustments to the ringer, the language of text on the screen, the angle of the keypad, whether you want to handle calls using a handset or headset and more. To turn the console ringer on or off Select Ringer On or Ringer Off from the Console Status area. When the ringer is off, the call waiting icon ( that you have calls waiting.
Console Language To set the dual-use jack for handset or headset operation 1. Plug the handset or headset into the dual-use jack ( back of the console keypad. 2. Select Handset or Headset from the Console Status area. ) on the list in the To adjust the handset (or headset ) volume during a call • Press the key on the console keypad to set the volume to the level you want. You can also use the Options command on the Tools menu to adjust the volume.
Call Handling Basics
12 ♦ Call Handling Basics
Answering Calls About the Call Answering Softkeys When a new call arrives at the console the bell rings (if it is turned on) and a call waiting icon ( ) appears above the softkey associated with the call. Call Waiting indicator Total Calls Waiting You can answer calls on a "first-come, first-served basis," using the Answer key or use the softkeys for "selective answer." If you wish to answer the Recall first, then press the Answer key.
Selectively answering calls You can select the call you want to answer by pressing a softkey [Recall], [Dial 0], [External], [WATS], etc.) instead of the Answer key. If you have more than one call waiting at a particular softkey, then they will be answered on a “first-come, first-served” basis. Use the call waiting icons ( ) in the Call Waiting area to help you decide which type of calls to answer first. The icon appears above the softkey associated with the various call types (external, recalls, etc.).
Dialing Telephone Numbers To call an outside number 1. Dial the External Line Access Code ( ______ )1. You can dial an internal extension number or the number of a telephone outside the system. Either the Source or Destination areas must be clear. To call an extension 1. Dial the extension number from the console keypad. Information about the extension appears in the Destination area.
Options Other ways of dialing You can use the following alternate ways of dialing a telephone number: Questions about Dialing Telephone Numbers Can I access a specific trunk? Yes, you can select a specific trunk to dial out on. • Dial the Individual Trunk Access Code ( ______ ).* • Dial the trunk number. Trunk numbers can be 1 to 4 digits long. • When you hear dial tone, continue dialing the telephone number.
Extending (Transferring) Calls • to intrude into the extension user’s call (if permitted by your and the extension’s Class of Service. See Override on page 37.) You can transfer a call to an extension or an outside number. To transfer a call 1. Dial the destination number. The caller is automatically placed on Consultation Hold while you complete the transfer. 2. Press Release to connect the caller to the ringing phone.
You can also use the Voicemail key to call the Voice Mail system directly; however, after pressing the Voicemail key you must manually enter the Voice Mail box number. The digit required (#) to trigger the Voice Mail system to prompt for a Voice Mail box number is entered automatically.
Holding and Retrieving Calls You can place up to six callers on hold while you check for information or page the person that the caller is requesting. To place a call on hold • Press Hold. Information about the call appears in the Calls On Hold area. This information can include: - Call on Hold ID - Hold Order, Hold Time, Total Time - Caller’s name and number - Note - a field that you can use to annotate the call on hold. To edit this field, click on it and type.
In the following case, the console annotates the call for you: A caller in the Source area requests a transfer but the extension is busy or not answering. By canceling the transfer, and then putting the Source call on hold, the held call is automatically annotated with extension user's name and number. If the extension is in the BLF list, then the department, location and line state are also added to the annotation.
Conference Calls Options Up to eight parties (including yourself) may be connected to form a conference call. Placing a Conference on Hold To set up a conference call If you can’t find someone needed for the conference, you can place the conference on hold until you are able to locate the person. • With the two parties connected to the console—one in the Source area and the other in the Destination area—press [Conference].
Answering Recalls If an external call transferred from the console to an extension is not answered within a certain time, the call returns to the console as a recall. The call waiting icon ( ) appears above the [Recall] softkey. Because Recalls are given priority, they will be answered first when you press Answer. You can also use the [Recall] softkey to answer recalls.
Advanced Features
24 ♦ Advanced Features
Account Codes To post information on the Bulletin Board 1. Press Bulletin Board. An Account Code is a type of password for the system. You may need to enter an account code to access certain features or to record a call on the SMDR log for billing or accounting purposes. To enter an Account Code 1. Dial the Verified or Non-Verified Account Access Code. A Verified code provides access to features; a Non-Verified Code records calls on the SMDR log. 2. Dial the Account Code, ending in #.
Busy Lamp Field (BLF) To display the Busy Lamp FIeld Use any of these methods. Busy Lamp Field (BLF) is an optional feature. If available, you can use it to monitor the status of extensions and lines and for rapid dialing and transfers to those extensions. The BLF icons tell you at a glance whether an extension or line is idle, busy, ringing or in Do Not Disturb. See the following page for a list of the icons and their meanings.
Questions about the Busy Lamp Field What does the icon mean? When it appears next to an extension, it means that the extension is designated as private. Attendants see the number of the extension on their screens; other extension users see only the user's name (if available) on their display. You may not want to give out any information to callers about the status of locked extensions. What do the icons in the column mean? These icons appear beside extensions.
Call Answering Priority The console is usually set up to answer incoming calls on a ‘firstcome, first-served’ basis. When you press the Answer key with multiple calls waiting, the call that has been waiting longest will be answered first. Alternatively, you can assign priorities to calls based on their destination. For example, you might give higher priority to calls to your company’s main listed directory number (LDN) than to “Dial 0” calls (i.e., internal calls to the console).
Questions about Call Park What happens if the called party does not retrieve the call? After a predetermined period of time, the call will automatically recall your console. What happens if I change the status of the console to "Operator Absent" while I have parked calls? The parked call will remain in the attendant hold position for the same predetermined period of time. This allows system users to retrieve calls parked at a console whose attendant just left.
Cancel Call Forwarding Call Forwarding lets an extension user route some or all calls to other extensions. You can cancel Call Forwarding on behalf of individual extension users, or for all extensions in the system. Clear All Features From your console you can disable features activated on any extension in the system.
Customize the Call On Hold Display The Call On Hold area has several columns of optional information, not all of which you may need to see. You can customize this area to suit your needs by: • deleting and restoring columns • resizing columns to show more or less information The ID column and those with icons as heading labels (Hold Order, Private and BLF Status) cannot be resized. All columns are removable except for the ID column; it and at least one other column must stay displayed.
To set up an Associated Data Line Call to a remote facility Day and Night Service 1. Dial the Data Access Code. If you hear silence, continue. 2. Dial the modem hunt group number. ‘Modem Call’ appears in status area. 3. Dial the remote data facility number. ‘Seized’, and then ‘Connected’ appear in Destination. 4. Listen for Connect Tone. 5. Press Release. Note: For faster dialing using Phone Book, ask your communications department to add frequently dialed data numbers to the system directory.
Do Not Disturb (Extensions) Extension users usually set and cancel Do Not Disturb (DND) on their own phones but you may be asked to do it for them. When set, DND prevents calls from ringing the extension. To set up Do Not Disturb on behalf of an extension user 1. Select Set Station DND on the Program menu. 2. Enter the extension number using the computer keyboard. 3. Click Yes. To cancel Do Not Disturb on behalf of an extension user 1. Select Cancel Station DND on the Program menu. 2.
To delete an Emergency Call 1. In the Emergency Call Log, select the cleared emergency call you wish to delete. 2. Click Delete. Note: Only cleared logs can be deleted. The 3300 ICP will retain all Emergency Call Logs. To close the Emergency Call Log • Feature Access Codes To use the Recover and Voicemail keys on the console keypad, your console must be programmed with the correct access codes. To program the Recover and Voicemail access codes 1. Choose Options on the Tools menu. 2. Click Miscellaneous. 3.
Firmkey Programming You can reprogram the top two rows of keys on the console keypad with other features or remove a feature from a key if the feature is unavailable. To program features to keys 1. Choose Options on the Tools menu. 2. Click Keypad. 3. Using the right mouse button, click on the key that you want to program. A list of features appears. One Button to Voice Mail You can program the Voicemail key on the console keypad for onebutton transfers to voice mail. 1. Choose Options on the Tools menu.
Message Waiting To check whether an extension has a message waiting 1. Press Message. 2. Press [Check MSG Waiting]. You can set (activate) a message waiting indicator on an extension, to notify the user that you have a message for him or her. You can also check whether an extension has a message waiting and clear the message waiting indication. 3. Dial extension number. The words “MSG Waiting ON” appear in the Destination area if the extension has a message waiting.
Operator Absent/Present Status You can change the Operator status to Absent when you plan to be away from your desk and do not want calls sent to your console. All new and waiting calls will ring another destination determined by system programming. To change the Operator Present/Absent status • Select the state you want from the area.
Paging If you have more than one paging zone • If your system has paging equipment, you can use it to make announcements to one or more areas or “zones.” Listen for a long beep. Once you are connected to the paging circuit, one of these messages appears on your screen: Use the Paging Zones table in the Reference section to record the location of the paging zones. ‘Page Zone Busy’ — someone else is accessing the paging equipment.
Phone Book 3. Press [Search] or ENTER. Entries that match what you typed appear in the Phone Book area. Use the Phone Book to search your system's telephone directory for people and extensions. You can search by entering a person's name, an extension number, a department, or a location. Searching by department is useful when a caller requests to speak to "someone in Sales" rather than a specific person. A location could be a conference room, the lobby of your building, or other place that has a phone.
Questions about Phone Book What does the icon mean? When it appears next to an extension, it means that the extension is designated as private. Attendants see the number of the extension on their screens; other extension users see only the user's name (if available) on their display. You may not want to give out any information to callers about the status of locked extensions. What do the icons in the Scratch Pad The Scratch Pad is your own personal phone directory and Speed Dial list.
Serial Call If a caller wants to talk to several people in a row, use the Serial Call feature. When the first call ends, the caller returns to the console instead of being disconnected. You can then dial the next call. The serial call keeps returning to the console until all the intended calls have been made. To set up a serial call for a caller in the Source or Destination area: Trunk Group Status Display Trunk Group Status Display is an optional feature that lets you monitor traffic on the system.
To display only the information on the trunks that are accessed by dialing a given leading digit string 1. Press Trunk Status. 2. Select Search by dialed digits. 3. Enter the leading digit string—for example, area code “416.” 4. Press [Search]. System Speed Call Frequently dialed telephone numbers may be saved for you and other extension users for speed dialing. Use the table provided in the Reference section to record the System Speed Call numbers you will most likely need.
Tone Signaling You may have noticed that when you dial a number at your console, you don’t hear any of the tones or pulses normally associated with telephones. This is because your console ‘communicates’ with the rest of your telephone system with different types of signals. However, there are times when you need to send tones in order to complete your call. Typically, special services such as voicemail require passwords or other information in the form of tones before allowing access.
44 ♦ Advanced Features
Hotel/Motel Features
46 ♦ Hotel/Motel Features
Displaying and Changing Room Information Room information includes guest name, room occupancy and condition status (Vacant, Clean, Out of Service, etc.), outgoing call charges and restrictions, and the status of message waiting, wakeup call, and other guest services. To display, enter, or change room information You can display, change, or enter new room information while the console is idle, or when you are on a call to the room. 1.
Options After displaying the room information, you can... • Enter or change the name of the guest and the company or group he or she is affiliated with. The guest’s name can have a maximum of 20 characters. • Check the guest in or out (see page 49). • Change the room’s occupancy or condition status (see page 49). • Enter, change, or clear the wake-up call time (see page 49). • Set or change outgoing call restrictions (see page 50). • Allow or block room-to-room calling (see page 51).
Changing Room Occupancy and Condition Status The room occupancy and condition states are as follows: Occupancy Condition Vacant Occupied Reserved Clean Not Clean Maid Present (see note) To Be Inspected Out of Service Note: The Maid status can also be changed from the room by dialing a code. To change a room’s occupancy and condition status 1. Press Guest Service, or if you are already on a call to the room, press the [Guest Service] softkey. 2.
To set, change, or cancel a wake-up time while viewing the guestroom’s information 1. For each wake-up call that you want to set up, specify the frequency (once or daily) and method (automatically by the system or personally by a hotel employee) of delivery. 2. Click in the Wake-up box, and then type the hour and minutes in 24-hour format. You must enter four digits—for example 0630 for 6:30 AM (or 1830 for 6:30 PM) To cancel a wake-up call, delete the time from the Wake-up box. 3.
Blocking Room-to-Room Calls Call Blocking stops guests from placing calls to other rooms. You can control when Clock Blocking takes effect and the rooms affected by it. To control whether Call Blocking affects a room Monitoring Guest Rooms Guests can use their room phone as a listening device to monitor their room from a remote station. The remote station can be an attendant console, an extension, or an outside phone calling into the system on a special line (i.e., a DISA trunk). 1.
Clearing the Message Register The message register is a record of the number and cost of all external calls placed from a guest room telephone. The system uses meter pulses received from the local telephone company to calculate costs. If pulses are not received, then only the number of external calls are counted. Printing Reports If a printer is connected to the console, you can request printed reports of message registers, room status and automatic wake-up calls. Some reports print automatically.
Reference
54 ♦ Reference
Alarms Your telephone system uses automatic monitoring and fault diagnosis to check the system for faults. An alarm status appearing in the upper-right corner of the screen notifies you when a fault occurs. When there are no faults, this area is blank. If a critical alarm occurs, you’ll hear a recurring beep. The alarm display is cleared automatically when the fault is corrected. Alarm types There are three classes of alarms: Minor, Major and Critical.
Rerouted Calls System Rerouting Some users may decide to reroute their calls to your console, or the system may be programmed to reroute certain types of calls or all calls made at given times to your console. When the system is programmed to redirect calls to an extension to your console at all times, the message “Call Forward - Always Reroute” appears in the Destination area, below the user’s name and extension number.
Class of Restriction Each extension and trunk in the system is assigned a Class of Restriction. As its name implies, a Class of Restriction (COR) may restrict an extension (or a trunk) from accessing an external route at a given time. The extension’s COR is displayed in the Source or Destination area of the console screen, along with its Class of Service and the other information on the caller.
Feature Access Codes FEATURE Clear All Features FEATURE Account Code Access - Verifiable - Non-Verifiable Associated Dataline Access Loopback Call Hold - Retrieve - Remote - Retrieve Callback - Cancel Call Forward - Busy (External) - Busy (Internal) - Follow Me - Follow Me Enchaining - I Am Here - No Answer (External) - No Answer (Internal) Call Park Remote Retrieve Call Privacy Camp-on - Retrieve 58 ♦ Reference CODE - Remote Conference Do Not Disturb - Remote - Cancel Remote External Line Access Force
Glossary Account Code A code you dial to access certain system features; to apply your Class of Service (COS) at a different extension; or to associate a caller with an SMDR record for accounting purposes. Class of Service (COS) A level of service defined by a specific set of features that controls an extension’s access to these features. A station may have up to three different COSs specified for Day, Night 1 or Night 2 Service.
Hunt Group Recall Extensions linked together in a group with a common (pilot) telephone number as well as their own personal extension numbers. Two types of hunting are available with your telephone system: Circular Hunting and Terminal Hunting. A call returns to the console for further handling by the attendant. Circular Hunting: A new call to the Hunt Group is directed to the first idle extension found after the extension, which received the last call.
Hunt Groups Paging Zones Dialing a Hunt Group Pilot Number either from the keypad or through the Phone Book feature, connects you to the first available extension in that area. Contact your communications department for more information Pilot Number Use this table to record the paging zones your system uses. Contact your communications department for more information.
System Speed Call List System Messages These messages appear in the various areas of your screen. Name Number Absent Feature Disallowed for Last Attendant. Select Night Service As the last or only attendant in the group, you cannot place your console into absent mode. Access Disallowed The feature access code you’ve dialed is not available to an Attendant. Attendant Gr(oup) Displayed when one attendant calls another number belonging to one or more attendants.
Call Forward - Always Reroute Cancel Forwarding for All Stations ... Completed This extension user has all calls rerouted to you. Confirms that the requested action has been taken. Call Forward - Busy Cancel All CFWD for Station # : This extension user is busy and has forwarded calls (Call Forward Call Fwd Busy) to you. Enter the number of the extension for which you wish to cancel all types of Call Forwarding.
Conference Do Not Disturb Indication that a conference has been set up or is on hold. The extension user you dialed has activated Do Not Disturb. You cannot call this extension unless you use the override feature. Connected Error in loading the Busy Lamp Field configuration file. Confirmation message when your call is connected to a data call. Connected to Pager Confirmation message that you have accessed the paging zone and can make your announcement.
Holding Party Locked Out Language selection option not installed You have left the caller on Key hold for too long, and the call is returning to your console. The language you requested is not installed on your telephone system. Hunt Group Locked out Indicates that a station or trunk is a member of a hunt group. Indicates a station which is out of service and cannot be accessed or make a call.
MSG Waiting OFF Operator Absent Confirmation that you turned off an extension’s message waiting indicator by pressing the [Clear MSG Waiting] softkey. If you have changed the status of your console to Operator Absent, this message is displayed in the DEST area of the console of another attendant who calls you. MSG Waiting ON Out of Service Confirmation that you turned on an extension’s message waiting indicator by pressing the [Set MSG Waiting] softkey. The device you dialed is not in service.
Recall - Busy, Camp-on Not Allowed Selected Trunk There is a restriction preventing you from camping a call on to the requested destination. Indicates that a particular trunk has been selected for use. Serial Recall – No Answer Indicates a caller who wants to talk to several people in succession. A previously extended call has returned to your console because the extension did not answer.
System is in Night Service 1 Unable to Setup or Add to Conference The call has been rerouted because the system is in Night Service 1. Either: • there is a restriction in your COS/COR preventing you from setting up a conference; • you have reached the maximum number of trunks allowed in a conference; • you have reached the maximum number of conferees allowed in a conference; or • you cannot have two attendants in a conference.
Telephone Directory Name Trunk Numbers Number Use this table to record the trunk numbers your system uses. Contact your communications department for more information about the trunk numbers.
70 ♦ Reference
Index A Answer calls 11 Answer key 13 Answering priority, changing 28 Application area 4 Associated data line 31 B BLF 26 Bulletin Board 25 Busy Lamp Field 26 Busy number, transfer to 17 Ringer 9 Screen 4 Starting and closing 8 Time 10 COR (Class or Restriction) 57 COS (Class of Service 57 D Data Calls 31 Day and Night Service 32 Dialing telephone numbers 15 DND 33 Do Not Disturb 33 E Extend callsSee Transfer calls 17 C Call Answer Priority 28 Call Block 51 Call Forwarding, canceling on extensions 30 C
Enabling 9 Volume, adjusting 9 Headset Enabling 9 Volume, adjusting 9 Hold, place call on 19 Hunt Groups 61 K Keypad, console 6 L Language, changing on console 10 M Message Register, clearing for guest rooms 52 Message Waiting 36 Monitoring Guest Rooms 51 N Night and Day Service 32 P Paging Zones 61 Park, Call 28 Phone Book 39 Programming Firmkeys 35 R Recalls 20, 22 Recover, last call released 22 Rerouted Calls 56 Retrieve Calls on hold 19 Ringer 72 ♦ Index Mute 9 Volume, adjusting 9 Room-to-room c
