MITEL Model 8520 Endpoint User Guide
Model 8520 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 8520 endpoint. 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.
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Feature Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handset . . . . . . . . . . . . . . . .
Contents Answering and Placing Calls 17 Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Answering Waiting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Using Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Redirecting Calls . . . . . . . . . . . . . . . . . . .
Contents Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Hunt Group Supervisor Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Accepting or Rejecting Agent Help Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Monitoring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Barge-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Getting Started Getting Started Welcome The instructions in this guide are for using the Model 8520 endpoint. The Quick Reference Guide located at the beginning of this user 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 About Your Endpoint Your endpoint is equipped with a two-line display, a hearing aid-compatible handset, a Message Indicator lamp, an internal speaker and microphone, and two basic types of buttons. • Dialpad buttons: Allow you to enter numbers and letters. • Feature buttons: Provide quick access to various endpoint and voice mail features. This photo shows the external components of the endpoint. See “Feature Descriptions” on page 3 for more information about the endpoint features.
Getting Started Feature Descriptions The following sections describe default configurations. Your endpoint may be programmed differently. Contact your system administrator for more information. See “About Your Endpoint” on page 2 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. Display The endpoint has a two-line display.
Getting Started Message Indicator Lamp The Message Indicator lamp flashes or stays lit to indicate call, message, and feature activity. See “Using Messages” on page 37. NOTE By default, the Message Indicator lamp is lit when you receive new messages. However, this lamp can be programmed for other functions. Contact your system administrator for more information. Message Indicator lamp signals are described in the following table.
Getting Started Feature Buttons Feature buttons provide quick access to commonly used features. See the following table for descriptions. Button (Special) (Up) Action Activates features while on active calls. Depending on how your system is configured, you may need to press this button before you dial a feature code. (Down) Provides volume control for the ringer, handset, and speaker. Scrolls through feature options. (Speaker) Activates Handsfree Mode (speakerphone).
Getting Started Endpoint Signals The endpoint has several audio and visual signals to indicate feature activity. The following are a few helpful tips: • Any buttons that are lit or blinking 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.
Getting Started Headset Instructions When using a headset, press (Speaker) to connect to or disconnect from calls. If you have both a headset and a handset connected to your endpoint and you are using the headset, you can quickly transfer audio to the handset by lifting the handset from the cradle. Press (Speaker) to transfer the call back to the headset before replacing the handset in the cradle. The headset must be HAC.
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. To adjust the viewing angle: 1. Position the bottom of the endpoint base on a flat surface. 2. Tilt the endpoint to the desired angle. 3. Place the “feet” of the support mechanism in the holes on the base to secure the position of the endpoint.
Personalizing Your Endpoint Adjusting the Display Contrast You can adjust the display Contrast setting. To adjust the Contrast setting: 1. While the handset is on-hook, dial 303. 2. Do one of the following: • Press (Up) or (Down) to adjust the contrast. • Press a number on the dialpad (1 = lightest, 8 = darkest) that corresponds to your desired contrast level. 3. To save the setting, press # or (Speaker).
Personalizing Your Endpoint Assigning Features to Programmable Buttons For quick access, you can assign feature codes, extension numbers, or speed-dial numbers to your programmable buttons. You can then use the programmed buttons to activate features or place calls. See “Default Access Codes” below and “Default Feature Codes” on page 12 for code lists. NOTES Before assigning a speed-dial number to a programmable button, you must store the number with either a Station or System speed-dial code.
Personalizing Your Endpoint Default Feature Codes The following table lists default feature codes.2 If your system administrator changes any of the default codes, you can record the new codes for reference in the “New Code” column. NOTES Most of the following feature codes work when your endpoint is idle. However, if you are on an active call or if the endpoint is off-hook, you may need to press (Special) to activate the feature before you enter the feature code.
Personalizing Your Endpoint Feature Page Code Group Listen 32 312 Handsfree – On and Off 27 319 Headset – Off 7 316 Headset – On 7 315 Headset – On and Off 7 317 Hold – Individual 28 336 Hold – System 28 335 Hookflash (Recall in Europe) 28 330 Hunt Group – Remove 45 322 Hunt Group – Remove/Replace 45 324 Hunt Group – Replace 45 323 LCD Contrast Control 10 303 Message – Cancel Left Message 38 366 Message – Delete Message 38 368 Message – Leave Message 37 367 Me
Personalizing Your Endpoint Feature Page Code System Forward – On 30 352 System Forward – On and Off 30 354 System Speed Dial 22 381 Switch Keymap 15 399 Transfer To Hold 29 346 Transfer To Ring 29 345 View Programmable Button Assignments 14 396 New Code Programming DSS/BLF Buttons You can use programmable buttons as Direct Station Selection/Busy Lamp Field (DSS/BLF) buttons. DSS/BLF buttons must be enabled by your system administrator.
Personalizing Your Endpoint Resetting Programmable Buttons You can reset programmed buttons to the default assignments. Resetting the programmable buttons does not reset buttons 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. 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.
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. See “Using Handsfree Mode” on page 27.
Answering and Placing Calls Redirecting Calls You can redirect incoming calls to other extensions, external numbers, or send a DND message (see page 39). To redirect calls: 1. While a call is ringing, dial 331. 2. Do one of the following: • Dial the extension number, or press the OUTGOING button or the Outgoing Call access code (the default code is 8), and then dial the external number. • Enter the DND code.
Answering and Placing Calls Requesting a Callback (Queuing the Endpoint) When you request a callback (queue the endpoint), the system automatically calls to connect you to the extension when it becomes available. To request a callback: (Special) followed by 6, and If there is no answer or if the extension is busy, press then hang up. QUEUE REGISTERED FOR appears. When the extension becomes available, your extension rings. To cancel the callback request: Press 6. QUEUE REQUEST CANCELED appears.
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 (the default code is 8). 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 Speed Dial You can use speed dial to quickly dial stored phone numbers. Speed-dial numbers are either stored in the system (System Speed Dial) or in your endpoint (Station Speed Dial). Using System Speed Dial Your system administrator assigns Speed-Dial location numbers, which are available to everyone in the system. Contact your system administrator for more information. To view or dial System Speed-Dial numbers: 1. Dial 381. REVIEW SYS SPEED # appears. 2.
Answering and Placing Calls Using the Dialpad Buttons to Enter Characters You can use the dialpad buttons to enter text or numbers for features such as Station Speed Dial above and Do-Not-Disturb on page 39. The following are guidelines when entering dialpad characters: • Press the MSG button to switch from Alpha Mode to Numeric Mode. The MSG button stays lit in Alpha Mode—it is off in Numeric Mode. • Press the MUTE button to move the cursor to the left and delete characters.
Answering and Placing Calls Dialing Station Speed-Dial Numbers To dial a Station Speed-Dial number: Do one of the following: • Dial 382, and then enter the Station Speed-Dial location number (0 to 9). The system dials the number. • Press (Up) or (Down) to scroll through the speed-dial locations, and then press # to select the location and dial the number. You can also program buttons to dial Station Speed-Dial numbers. See “Assigning Speed-Dial Entries to Programmable Buttons” in the following section.
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 To search for a directory name or feature: 1. Dial 307, and then press one of the following: • 1 for the IC directory. • 2 for the Outside directory. • 3 for the Feature directory. 2. Press the dialpad buttons to enter (up to 20) characters. See the previous table for dialpad button character descriptions. 3. Press NOTE (Up) or (Down) to scroll through the entries. The IC directory may display two similar entries, one without an asterisk and one with an asterisk.
Call Features Call Features The following sections describe call-related features. Using Handsfree Mode You can use Handsfree Mode to activate the speakerphone. NOTES The Ring Intercom Always feature prevents calls from being answered in Handsfree Mode (see the following section). You cannot use Handsfree Mode if you are using a headset, or if you have more than one endpoint assigned to an extension number. To use Handsfree Mode: With the handset on-hook, dial 319.
Call Features Using Ring Intercom Always If another extension has Handsfree Mode enabled for incoming internal calls (see the previous section), you can use Ring Intercom Always to override Handsfree Mode on the extension, requiring the called party to pick up the handset to answer your call. To override Handsfree Mode for the current call: 1. Before you enter the extension number, press #. RING EXTENSION NUMBER appears. 2. Dial the extension number.
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 31 for more information. NOTE If your system administrator has enabled Transfer-on-Connect for your endpoint, you are automatically connected to calls transferred to your extension after the transferring party hangs up. If this option is turned off, you must press a Call button to answer calls transferred to your extension.
Call Features 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. To show the outside party’s name/number: Press (Special), and then dial 379. Forwarding Calls You can use Manual Call Forwarding or System Forwarding to forward calls.
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 CNF 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 OUTGOING or the Outgoing Call access code (the default code is 8), 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 CNF button, and then press appears. (Hold). CONFERENCE PARTIES ON HOLD To toggle between the held callers: Press (Hold) twice for internal parties or the flashing CALL button for external parties.
Call Features Using Call Logs Call Logs are records of your most recent missed, received, and dialed calls.3 Up to 20 entries can be stored in each call log. You can use your Call Logs to: • View recent call activity. • View caller ID information. • Return or redial calls. To use Call Logs: 1. Dial 333. 2. Select one of the following options: • Press 1 (MISS) for missed calls • Press 2 (RCV) for received calls. • Press 3 (DL) for dialed calls. • Press 4 (CLR) to clear all entries. 3.
Call Features Remote Programming You can use Remote Programming to access the Do-Not-Disturb (DND) and Call Forwarding features from another system endpoint or an external phone. 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. Entering a Remote Programming Password Before using Remote Programming, you should enter a new password. To enter a Remote Programming password: 1. Dial 392.
Call Features Using Remote Programming to Change DND Settings See “Using Do-Not-Disturb” on page 39 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 endpoint on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your password followed by #. 5. Dial 370. 6.
Messages Messages The following sections describe how to use system messaging features, including: • 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 Indicator lamp 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 new messages, the MSG button and Message Indicator lamp are lit. The display shows the number of new messages. The display shows new messages as follows: • Station messages sent by other internal parties are indicated by the party’s programmed user name. • Voice messages are indicated by FROM MBOX . To view or respond to messages: 1. With the handset on-hook, press the MSG button.
Messages Using Do-Not-Disturb You can use Do-Not-Disturb (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 This chapter describes what Hunt Groups are and how to use them. UCD and ACD 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.
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 Diverting Hunt Group Calls You can temporarily divert hunt group calls, preventing hunt group calls to your extension. To divert hunt group calls: Dial 324 to divert calls. The display shows the feature state DIVERT HUNT GROUP CALLS. Dial 324 again to program your endpoint to accept calls. Hunt Group Supervisor Features The following features are available to hunt group supervisors only. Accepting or Rejecting Agent Help Calls Supervisors can accept or reject Agent Help calls.
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 15. Problem Possible Solution The endpoint is not working properly. Contact your system administrator. Page 48 I cannot use one or more of the features described in this guide.
Index Index A placing internal (IC) 18 recording 32 transferring 29 Abbreviations 3 waiting 17 Account codes, using 25 Agent Help accepting or rejecting 45 Camp-on, using 19 Changing keymaps 15 requesting 44 the language 10 Agent, ACD hunt group 43 volume levels 9 Answering calls 17 Audio problems 48 Automatic Characters, entering dialpad 22 Codes account 25 Access, using 17 default system access 11 B feature, default 12 Outgoing Call access 20 Background music, listening to 10 Comfort and
Index E Hunt groups accepting or rejecting Agent Help 45 Agent Help, requesting 44 Endpoint agent IDs 43 blank display 1 Automatic Call Distribution (ACD) 43 changing volume levels 9 Barge-in, using 45 comfort and safety 6 calls default settings, returning to 15 diverting 45 error tones 6 monitoring 45 features stealing 45 dialpad buttons 4 logging out of 44 feature buttons 5 types 43 programmable buttons 11 Uniform Call Distribution (UCD) 43 Ring/Message Indicator 4 wrap-up timer 44
Index N Ring Message Indicator 4 Numbers, redialing external 20 O S Selecting a ring tone 9 Settings, returning to default 15 Off-hook 6 On-hook 6 Outgoing Call access code 20 Signals, endpoint 6 Speaker, external 4 Speakerphone description 4 P Group Listen, using 32 handsfree calls 27 Speed dial Paging Station, using 21 enabling or disabling 41 System, using 21 using 41 Password, Remote Programming changing 34 entering 34 using 21 Star codes, telephone company 48 Station messages canceling 3
Index V Volume levels 9 Voice messages W deleting 38 leaving 37 Waiting calls, answering 17 listening to 38 Wrap-up timer, stopping 44 Page 52 Mitel® Model 8520 User Guide – Issue 12, October 2008
Part No. 550.