USER GUIDE
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.
Contents Getting Started ................................................................................ 3 Introduction ........................................................................................................ 4 Console Components ........................................................................................... 4 Console Screen .................................................................................................... 5 Console Keypad ......................................
Clear All Features.............................................................................................. 30 Data Calls ......................................................................................................... 31 Day and Night Service ....................................................................................... 32 Do Not Disturb (Extensions) .............................................................................. 33 Emergency Calls......................................
Reference....................................................................................... 55 Alarms............................................................................................................... 56 Alarm types ....................................................................................................... 56 Greetings ........................................................................................................... 56 Rerouted Calls ....................................
Getting Started
Getting Started Contents Introduction ......................................................................................................................4 Console Components.........................................................................................................4 Starting and Closing the Mitel Networks 5550 IP Console ..................................................8 Adjusting the Console ...................................................................................................
Introduction Console Components 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. 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 Console Status area shows you at a glance what state the console and the system are in —for example whether the console ringer is on or off and whether the system is in Day or Night Service. • The Application area is divided into four sections: The top left section displays information about calls on hold; the top right, a Phone Book for finding users on the system and other tools such as an electronic scratch pad for taking notes.
Console Keypad SCRATCH PAD Displays an electronic notepad where you can type messages from callers, reminders, questions, or anything else you would write on notepaper. You can also use the Scratch Pad to store telephone numbers for speed dialing. BULLETIN BOARD Displays an area where you can type messages that can be viewed from all other 5550 IP Consoles on the system. GUEST SERVICE Displays room status information and softkeys for managing guest services in a Hotel/Motel installation.
Softkeys (F1 – F12) Handset and Cradle 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 Networks 5550 IP Console Questions about Starting and Closing the 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. What happens to incoming calls when I close the 5550 IP Console application? To start the 5550 IP Console • Start Windows. • Type your user name and password. • Click on your Windows desktop.
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. • Grasp the keypad as shown. • Place your thumbs along the edge of the clamp, and then press down and away from the keypad.
Handset/Headset Console Language The console keypad provides jacks for connecting a handset and a headset. One jack is labeled for headset use only, the other for either handset or headset use. Both jacks can be in use at the same time but when they are, the dual-use jack is used for listening only. (Typically, a supervisor uses the dual-use jack to monitor a new attendant during training.) Text on the console screen can appear in English (the default), French, Spanish, Dutch, Italian, or German.
Call Handling Basics
Call Handling Basics Contents Answering Calls .............................................................................................................. 14 Dialing Telephone Numbers............................................................................................. 16 Extending (Transferring) Calls ......................................................................................... 18 Holding and Retrieving Calls..............................................................................
Answering Calls About the Call Answering Softkeys When a new call arrives at the console the bell rings (if it is turned The call answering softkeys are assigned by your communications department to suit the types of calls your company receives. on) and a call waiting icon ( with the call. ) appears above the softkey associated The leftmost softkey is reserved for recalls (see Answering Recalls on page 22), but the other softkeys may be programmed in a variety of ways.
Questions about Answering Calls Why do I sometimes hear a short burst of ringing while I’m handling calls? In the example above, note that one internal [Dial 0] call is waiting and two external calls are waiting. If you: • press Answer, you will be connected to whichever of the three calls arrived at the console first; • press [Dial 0], you will answer the internal call; or • press [External], you will answer the outside call which arrived at the console first.
Dialing Telephone Numbers 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 outside number 1. Dial the External Line Access Code ( ______ )*. 2. Dial the telephone number. Information about the outside call appears in the Destination area. 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: Last Number Redial – instead of redialing the number of the last outside call you placed, let the system do it for you by dialing the Last Number Redial code ( ______ ).* System Speed Call – allows you to dial a telephone number by entering a short access code. See System Speed Call on page 42.
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.
Transferring a call to an outside number You can request a meter pulse count for the call from the telephone company operator. Upon completion of the call, the console will ring. When you answer, the meter pulse count will display on the console screen. Ask your communications department for further information about this feature.
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. area next to the call that is recalling. Answer the recall using the procedure for retrieving a call on hold. Options To place a call on hold • To connect a call on hold to the Source or Destination party Press Hold. Information about the call appears in the Calls On Hold area. 1. Press Retrieve. 2.
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. • To place a conference on hold With the two parties connected to the console—one in the Source area and the other in the Destination area—press [Conference].
Answering Recalls Recovering the Last Released Call If an external call transferred from the console to an extension is not answered within a certain time, the call returns to the Use the Recover key on the console keypad to retrieve a call that you transferred to the wrong extension. To successfully recover the call, you must press Recover while the extension is still ringing. Also, you cannot have started another action, such as dialing or answering a call, following the transfer. console as a recall.
Advanced Features
Advanced Features Contents Account Codes ................................................................................................................ 27 Bulletin Board................................................................................................................. 27 Call Answer Priority......................................................................................................... 28 Call Park .....................................................................................
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Account Codes 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 #. To post information on the Bulletin Board 1. Press Bulletin Board. 2. Press [Edit].
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).
Call Park When the called party retrieves the call, the call is removed from the hold position on your screen. Provided the appropriate access code is programmed into the system, this feature allows an extension user to retrieve a call that you put on hold, by dialing the Call Park - Remote Retrieve access code, followed by the console identity number and the hold position number displayed on your screen. Up to six calls can be parked at the console at any one time.
Call Waiting Threshold Clear All Features To reduce call-waiting times, your system may be programmed to present incoming calls to other consoles or answering positions. If your system is programmed this way, you can specify the number of calls that must be waiting before the system presents them to your console. From your console you can disable features activated on any extension in the system.
Data Calls To set up an Associated Data Line Call to a remote facility You may be asked to connect an outside caller to a data connection for data communications. 1. Dial the Data Access Code. To connect a caller to a modem 2. Dial the modem hunt group number. 1. Advise caller to switch local modem to “Data” when they hear the high-pitched modem tone. 2. Dial the modem number. ‘Modem Call’ appears in status area. 3. Dial the destination data terminal number.
Day and Night Service Questions about Day and Night Service Office telephone systems are typically placed in Night Service after regular hours, or whenever the last available console is left unattended. Calls then ring alternate answering points—either designated extensions, or a night bell. Extension users can dial the Trunk Answer From Any Station (TAFAS) Code to answer incoming calls ringing the night bell.
Do Not Disturb (Extensions) Questions about Do Not Disturb 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. Why would an extension user want to use Do Not Disturb? 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.
Emergency Calls This feature raises an alarm at the console when an extension user places an emergency call and identifies the extension that placed the call. With this information, you can direct emergency services (for example, police or ambulance personnel) to the location from which the call was placed. When an emergency call alarm is raised, the console rings and displays EMERGENCY CALL.
Questions about Emergency Calls Feature Access Codes What does the To use the Recover and Voicemail keys on the console keypad, your console must be programmed with the correct access codes. icon on the toolbar mean? It is the Emergency Call Log icon. To view the calls listed in the Emergency Call Log, click the icon once. What does the icon in the Emergency Call Log mean? Emergency calls appear in the Emergency Call Log, with the most recent call listed first.
Message 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. If a dialed extension is busy, unanswered or has activated Do Not Disturb To check whether an extension has a message waiting 1. Press Message. 2. Press [Check MSG Waiting]. 3. Dial extension number.
Operator Absent/Present Status Override 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. You can interrupt a busy extension or intrude on a busy outside line. To change the Operator Present/Absent status • Select the state you want from the Status area.
Paging If your system has paging equipment, you can use it to make announcements to one or more areas or “zones.” Use the Paging Zones table in the Reference section to record the location of the paging zones. To make a page The Source and Destination areas of your screen must be clear. 1. Press Pager. If you have only one paging zone, you will be immediately connected to the pager. 2. Make your announcement.
Phone Book 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. You can also make a call from the Phone Book. 3. Press [Search] or ENTER.
Scratch Pad The Scratch Pad is your own personal phone directory and Speed Dial list. Use it to save telephone numbers for faster dialing or to store the names and numbers of callers for future reference. To delete information in the Scratch Pad • Select the information using the mouse or the arrow keys, and then press Delete. To dial a telephone number in the Scratch Pad • Select the number you want to dial, and then press [Call].
Trunk Group Status Display To display only the information on the trunks that are accessed by dialing a given leading digit string Trunk Group Status Display is an optional feature that lets you monitor traffic on the system. During peak traffic periods, some users could experience problems making external calls and may contact you to find out why. The Trunk Group Status Display feature enables you to confirm excessive traffic as the most likely cause.
System Speed Call Tone Signaling 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. 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.
Hotel/Motel Features
Hotel/Motel Features Contents Displaying and Changing Room Information .................................................................... 46 Searching for Rooms ....................................................................................................... 47 Changing Room Occupancy and Condition Status ........................................................... 48 Checking-In/Checking-Out .............................................................................................
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, wake-up 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 Searching for Rooms • 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. You can search for a room using the occupancy and condition states as search parameters. This enables you to find, for example, all rooms that are vacant and clean or that have maids in them. You can also search using a guest’s last name to determine which room they are in. • Check the guest in or out (see page 48).
4. To view information for a room in the list, click to select it and then press [Select]. Use the arrow keys or the Page Up and Page Down keys to scroll through the rooms. If a printer is attached to the console, you can print the occupancy and condition status for all rooms in the hotel or motel. For more information, see Printing Reports on page 51. Checking-In/Checking-Out Checking in a guest changes the status of a room to Occupied; checking out changes the room to Vacant.
To set, change, or cancel a wake-up time while viewing the guestroom’s information Setting Call Restrictions 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. You can control the type of telephone calls that guests can place from the phones in their rooms. There are three levels of call restriction: Internal, Local, and Long Distance. 2.
Blocking Room-to-Room Calls Monitoring Guest Rooms Call Blocking stops guests from placing calls to other rooms. You can control when Clock Blocking takes effect and the rooms affected by it. 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). To control whether Call Blocking affects a room 1.
Clearing the Message Register Printing Reports 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. 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
Reference Contents Alarms ............................................................................................................................ 56 Greetings ........................................................................................................................ 56 Rerouted Calls ................................................................................................................ 57 Class of Restriction ........................................................................
Alarms Greetings Your telephone system uses automatic monitoring and fault diagnosis to check the system for faults. Record your company’s preferred greetings for each of the following situations. 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. Calls on Outside Lines The alarm display is cleared automatically when the fault is corrected.
Rerouted Calls 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. The calls that are rerouted to your console may be one of four types: • Calls a user has forwarded (Follow Me, Busy or No Answer). • Calls to a given number rerouted by system programming. • Calls on certain trunks if incoming calls on certain trunks are always “transferred” to your console.
Class of Restriction Class of Service 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. Not all the features described in this Guide are available on your console or on other extensions.
Feature Access Codes FEATURE FEATURE CODE CODE Clear All Features Account Code Access - Verifiable ____________________________ - Non-Verifiable ____________________________ Conference ____________________________ Associated Dataline Access ____________________________ Do Not Disturb ____________________________ Loopback ____________________________ Call Hold - Retrieve ____________________________ - Remote - Retrieve ____________________________ Callback - Cancel _____________________
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. ARS - Automatic Route Selection This is an application that handles long distance call routing automatically. Broadcast Group When a line has an appearance on another telephone, it is said to be in a broadcast group.
Line A telephone communications channel between switching centers or the Central Office and the 3300 ICP. Night Answer Point(s) An extension user can answer incoming calls ringing the Night Answer Point by dialing the TAFAS code. Night Service A system mode of operation that routes incoming calls to the Night Answer Point(s) when the system is in Night Service and the Attendant consoles are in Absent mode.
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 Use this table to record the paging zones your system uses. Contact your communications department for more information.
System Speed Call List Name Number Reference ♦ 63
System Messages These messages appear in the various areas of your screen. 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. Broadcast Gr(oup) Group of extensions sharing the same line.
Canceling Do Not Disturb for All Stations Your request is in progress. Canceling Forwarding for All Stations Your request is in progress. Cannot Activate Feature if a Party in DESTINATION Release party in DEST and try again. Cannot Put Connected Party On Consultation Hold You already have a party on Consultation Hold, and you cannot perform certain functions - for example, activating message waiting for an extension until you clear the destination field.
Guest Service Part of the Hotel/Motel Feature package. This prompt appears in several attendant mode operations. Pressing it places the console in Guest Service mode immediately. Headset or handset required for attendant operation Plug in your headset or handset. Holding Party Locked Out You have left the caller on Key hold for too long, and the call is returning to your console. Hunt Group Indicates that a station or trunk is a member of a hunt group.
Must CANCEL before dialing Press Cancel on the console keypad, and the try dialing again. Press “Yes” to Confirm Request or “No” to Quit Press the appropriate softkey. Must Press Retrieve Key then 1 - 6 or * to Retrieve Held Call. Request Ignored. Try again, but dial the position number of held call (1-6), or dial * (to retrieve the longest held call). Recall A previously extended call has returned to your console after a time-out period.
Seized Confirmation message when you access a trunk. SUPERSET x...x The station in question is a SUPERSET telephone. Select Paging Zone Enter the number of the zone which you wish to access by the Pager. 5550 IP Console You are connected to another 5550 IP Console. Selected Operation Not Being Acknowledged. Request is Abandoned The telephone system is not processing your request. Try again later or verify your operation. Selected Trunk Indicates that a particular trunk has been selected for use.
Unable to Setup or Add to Conference 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. Unassigned Directory Number The number you dialed is not recognized by the telephone system. Verify your number and try again.
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.
Index A Absent, Operator status, 38 Access Codes, programming, 35 Account Codes, 27 Answer calls, 14 Answer key, 14 Answering priority, changing, 28 Application area, 5 Associated data line, 31 B Bulletin Board, 27 Busy number, transfer to, 18 C Call Answer Priority, 28 Call Block, 50 Call Forwarding, canceling on extensions, 30 Call Park, 29 Call restrictions, setting for guest rooms, 49 Callback, 16 Cancel All features on extensions, 30 Call Forwarding on extensions, 30 Do Not Disturb on extensions, 33
G Guest room Find rooms, 47 Guest Room Condition status, change, 48 Display/change room information, 46 Occupany status, change, 48 Guest Rooms Call Blocking, 50 Call Restrictions for, 49 Check-in/Check-out, 48 Message Register, clear, 51 Monitoring, 50 Reports, printing, 51 Wake-up calls, 48 H Handset, 7 Enabling, 10 Volume, adjusting, 10 Headset Enabling, 10 Volume, adjusting, 10 Hold, place call on, 20 Hunt Groups, 62 K Keypad, console, 6 L Language, changing on console, 10 M Message Register, cleari
Start console, 8 Status area, 5 Status Display, Trunk Group, 41 System Messages, 64 System Speed Call, 42 System Speed Call List, 63 T Telephone Directory, 70 Telephone numbers, dialing, 16 Time, setting, 10 Tone Signaling, 42 Traffic Monitoring. See Trunk Group Status Display Transfer calls, 18 Trunk Numbers, 70 Trunks Direct access, 17 V Verified Account Code, 27 Volume Headset/Handset, adjusting, 10 Ringer, 9 W Wake-up calls.
