MITEL 5000 Communications Platform (CP) 5312/5324 IP Phone Title space availble here. Title space availble here. Title space availble here. Title space availble here. Title space availble here.
5312/5324 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. Feature Buttons Commonly Used Feature Codes Contact your system administrator for more information about system features. Feature Code ACD Agent – Log In/Out 328 Most of the following feature codes work when your IP phone 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.
Contents Contents Getting Started 1 Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5312 IP Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5324 IP Phone Features . . . . . . . . .
Contents Using Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Default Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Outside Line Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Call Features 35 Using Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Placing Calls On Hold . . . . . . . . . . . . . . . . . .
Contents Using Configuration Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Changing Your Station Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Accessing Configuration Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Changing the Dynamic Extension Express Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Troubleshooting 69 Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Notice This guide is released by Mitel Networks Corporation and provides information necessary to use the 5312 and 5324 IP Phones. 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 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.
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.
Getting Started Getting Started Welcome The instructions in this guide are for using the Mitel 5312/5324 Internet Protocol (IP) Phone on the Mitel 5000 Communications Platform (CP). The 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 5312 IP Phone Features The 5312 IP Phone is shown here. See “Phone Feature Descriptions” on page 4 for more information about the IP phone features.
Getting Started 5324 IP Phone Features The 5324 IP Phone is shown here. See “Phone Feature Descriptions” on page 4 for more information about the IP phone features.
Getting Started Phone Feature Descriptions The following sections describe default configurations. Your IP phone may be programmed differently. Contact your system administrator for more information. See “5312 IP Phone Features” on page 2 and “5324 IP Phone Features” on page 3 for phone feature locations. Handset The handset provided with this equipment is hearing aid compatible (HAC). If you are using a headset or if you are in Handsfree Mode, you do not need to use the handset.
Getting Started Feature Buttons Feature buttons provide quick access to commonly used features. See the following table for descriptions. Button Action (Up) (Down) Provides volume control for the ringer, handset, and speaker. Scrolls through feature options. (Speaker) Activates Handsfree Mode (speakerphone). See “Using Handsfree Mode” on page 35. Activates features. (Mute) Temporarily turns off your microphone during a call. (Directory) Activates the contact and feature Directory.
Getting Started Programmable Buttons The 5312 IP Phone has 12 programmable buttons.The 5324 IP Phone has 24 programmable buttons. The top seven buttons on both models are programmed by the system administrator and cannot be reprogrammed. However, you can program the remaining buttons for quick access to features or speed-dial entries. See “Using the Dialpad Buttons to Enter Characters” on page 17 for instructions. Button Action DND Turns Do-Not-Disturb (DND) mode on or off.
Getting Started Comfort and Safety Tips Observe the following comfort and safety tips when using the IP phone: Do not cradle the handset: Prolonged use of the handset can lead to neck, shoulder, or back discomfort, especially if you cradle the handset between your neck and shoulder. If you frequently use the IP phone, you might find a headset more comfortable. See “Using a Headset” on page 7. Adjust the viewing angle: The built-in stand tilts to give you a better view of the buttons.
Getting Started Using the 5310 IP Conference Unit Your 5324 phone can use the 5310 IP Conference Unit (shown below) for full-duplex, advanced IP conferencing. Use the Conference Controller touch screen to turn the Conference Unit on or off, to adjust the volume or to put the Conference Unit into Presentation mode. You can only run one Conference Controller session at a time. If the 5310 Conference Unit is not connected to your IP phone, the Conference Controller application is not available.
Getting Started Placing the Conference Unit in Presentation Mode Presentation Mode should be used when only one individual will be speaking into the Conference Unit. If another individual near the unit wishes to speak, you should disable Presentation Mode. Presentation Mode minimizes extraneous noise. To enable/disable Presentation Mode: Use the Presentation button on the optional remote control mouse.
Getting Started Using the Line Interface Module (LIM) The LIM is an optional device that adds an analog phone line capability to your 5324 phone. In the event of a network failure, the IP phone can be configured to use the public switched telephone network (PSTN) to provide continued basic telephony until service in restored. The analog line can also be used for emergency calls and local calling.
Getting Started Making and Answering Calls Using the Analog Button To make a call using the Analog line: 1. Lift the handset. 2. Press the button you programmed as Analog Line. ANALOG CALL appears. 3. Dial the number. NOTE When you make an external call over the analog line, a prefix dialing number is not required. If your IP phone’s Analog Line button has the Privacy option enabled, you cannot access the analog line when another phone is using the analog line (button is solid orange).
Getting Started Making and Answering Calls Using the Failover Mode To make a call using the analog line during an IP connection failure: 1. Lift the handset. IP FAIL: ANALOG CALL appears. 2. Dial the number. To answer a call using the analog line during an IP connection failure: Lift the handset. The call is answered. IP FAIL: ANALOG CALL appears.
Personalizing Your Phone Personalizing Your Phone This chapter describes features you can use to personalize your IP phone. Adjusting the Viewing Angle You can tilt the IP phone stand for a better view of the buttons and display. Press tabs on both sides to release and detach unit. To adjust the viewing angle: 1. Turn the IP phone so it faces away from you. 2. Hold the base firmly, and then press the tabs on the sides of the stand to release and detach the base unit. 3.
Personalizing Your Phone Installing Designation Cards If you program buttons on your 5324 IP Phone (see page 17), you can install a new paper designation card with the revised button labels. (Paper designation cards are provided by your system administrator.) You can usually slide the paper designation card out and replace it without removing the lens (if necessary, see the following instructions to remove the lens for either model).
Personalizing Your Phone Changing Volume Levels You can change the following volume levels: Ringer (alerting tone) Handset Headset Background music External speaker NOTE Turning the external speaker volume down to the lowest levels may prevent you from hearing the feature “warning tones” that notify you when errors occur (for example, when you enter an incorrect feature code). You must be using the feature to change the volume level.
Personalizing Your Phone Changing the Language Your system administrator can select two of the following languages as the primary and secondary languages to display text:1 American English British English Canadian French Mexican Spanish The language choices appearing on your display are controlled by system programming. For example, if your system administrator programmed your IP phone with American English as the primary language, American English is used for display text.
Personalizing Your Phone Using the Dialpad Buttons to Enter Characters You can use the dialpad buttons to enter text or numbers for features such as Do-Not-Disturb (see page 69) and Station Speed Dial (see page 38). The following are guidelines when entering dialpad characters: Press (Message) to switch from Alpha Mode to Numeric Mode. The button stays lit in Alpha Mode and is off in Numeric Mode. Press (Message) (Hold) to move the cursor to the left and delete characters.
Personalizing Your Phone The following tables show the dialpad characters for the Canadian French and Mexican Spanish languages. Dialpad Characters — Canadian French Number of Times Dialpad Button is Pressed Button 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 : - / , .
Personalizing Your Phone Using Programmable Buttons For quick access, you can assign feature codes, extensions, speed-dial numbers, trunks, or other resources to your programmable buttons. You can then press the programmed buttons to activate features or place calls. See “Default Access Codes” and “Default Feature Codes” on page 21 for code lists. You cannot reprogram the default button assignments. You cannot reprogram the default button assignments. See “Programmable Buttons” on page 6.
Personalizing Your 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 Phone Default Feature Codes The following table lists default feature codes. If your system administrator changes any of the default codes, you can record the new codes in the “New Code” column for reference. NOTES Most of the following feature codes work when your IP phone is idle. However, if you are on an active call or if the IP phone is off-hook, you may need to press (Special) before you enter the feature code to activate the feature.
Personalizing Your Phone Feature Page 22 Page Code Do-Not-Disturb – On/Off 59 372 Do-Not-Disturb – Override 59 373 Dynamic Extension Express On 39 363 Dynamic Extension Express Off 39 362 Dynamic Extension Express On/Off 39 364 Dynamic Extension Express Handoff 39 388 Group Listen 46 312 Handsfree – On/Off 35 319 Headset – Off 7 316 Headset – On 7 315 Headset – On/Off 7 317 Hold – Individual 36 336 Hold – System 36 335 Hookflash (Recall in Europe) 36 330 Hot Des
Personalizing Your Phone Feature Page Code Ring Intercom Always – On/Off 35 377 Ring Tone Selection 15 398 Station Monitor 66 321 Station Speed Dial 30 382 Station Speed Dial – Programming 30 383 Steal Call 66 387 System Forward – Off 38 353 System Forward – On 38 352 System Forward – On/Off 38 354 System Speed Dial 30 381 Switch Keymap 24 399 Transfer To Hold 37 346 Transfer To Ring 37 345 View Programmable Button Assignments 23 396 New Code Viewing Button Assi
Personalizing Your Phone Resetting the IP Phone to the Default Settings Resetting the IP phone to the default settings does the following: Returns all volume settings to the default levels. See “Changing Volume Levels” on page 15. Cancels Background Music. See “Listening to Background Music” on page 16. Cancels Callback (queue) requests. See “Requesting a Callback (Queuing the Phone)” on page 28. Restores Handsfree Mode. “Using Handsfree Mode” on page 35. Cancels Manual Call Forwarding.
Answering and Placing Calls Answering and Placing Calls The following instructions describe how to answer and place internal and external calls and how to use related features. NOTE By default, internal (intercom) calls are assigned to the IC button, and external calls are assigned to the Call buttons. Answering Calls Your IP phone may be preset to automatically answer incoming internal calls in Handsfree Mode. To disable Handsfree Mode, see “Using Handsfree Mode” on page 35.
Answering and Placing Calls Redirecting Calls You can redirect incoming calls to another extension or external number. To redirect calls: 1. While a call is ringing, dial 331. 2. Enter the extension number, or press the Outgoing button or enter the Outgoing Call access code (8), and then enter the external number. The call is forwarded to the number entered.
Answering and Placing Calls Placing Calls The following instructions describe how to place calls and related features. Placing Emergency Calls WARNING Contact your system administrator and your local Mitel provider for important information about dialing emergency services before using your IP phone. When dialing an emergency number (911 U.S. or 999/112 Europe), you do not have to press the Outgoing button or enter the Outgoing Call access code (8 is the default code).
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: With or without the handset lifted, dial the extension number. If you enter incorrect digits, you can press (Hold) to move the cursor backward, deleting the last digits entered.
Answering and Placing Calls Placing External Calls The following sections describe features used when placing external calls. To place an external call: 1. Press the Outgoing button, an unlit Call button, or enter the Outgoing Call access code (8 is the default code). 2. Dial the number. NOTES If you cannot place an external call because all outgoing lines are busy, you can request a callback, which prompts the system to contact you when a line becomes available.
Answering and Placing Calls Using 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 IP phone (Station Speed Dial). Using System Speed Dial Your system administrator assigns System Speed-Dial location numbers, which are available to anyone in the system. Contact your system administrator for more information. To view or dial System Speed-Dial numbers: 1. Dial 381.
Answering and Placing Calls Deleting Station Speed-Dial Entries To delete a Station Speed-Dial entry: 1. With the handset on-hook, dial 383. PROGRAM STN SPD (0-9) OR SCROLL appears. 2. Do one of the following: Press (Up) or (Down) to scroll through the speed-dial bins. Enter the speed-dial bin (0 to 9). 3. Press # to select the bin. 4. Press (Hold) repeatedly until the name is erased, and then press # to continue. 5. Press (Hold) repeatedly until the number is erased, and then press #.
Answering and Placing Calls Using the Directory You can use the Directory to find internal or external contacts or find and activate system features. The directory uses Intelligent Directory Search (IDS), which is similar to the “text on 9 keys” (T9) predictive search feature used for mobile phones. The Directory has the following three subdirectories: Intercom: Find and dial internal numbers. Outside: Find and dial external numbers listed in the company directory.
Answering and Placing Calls Using Account Codes Account codes record information for phone record reports. You may be required to enter account codes when placing calls. Contact your system administrator for more information about using account codes. There are three types of account codes: Standard account codes: Automatically entered into the phone record report whenever you place a call. Forced account codes: Entered before you can place an outside call.
Call Features Call Features The following sections describe call-related features. Using Handsfree Mode You can use Handsfree Mode to activate the speakerphone. 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 phone assigned to an extension number. To use Handsfree Mode: With the handset on-hook, dial 319. HANDSFREE MODE ON appears.
Call Features Placing Calls On Hold You can place calls on either Individual Hold or System Hold. Individual Hold: Places an internal or external call on hold at your 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 IP phone that placed it on hold. To place a call on Individual Hold: 1. Press (Hold). ENTER EXTENSION NUMBER appears. 2. Hang up or place another call.
Call Features Transferring Calls You can transfer calls to other extensions or external numbers. You can also transfer conference calls. See “Transferring a Conference” on page 42 for more information. Transferring Calls to Other Extensions To transfer a call to another extension: 1. While on the call, press (Transfer), and then enter the extension number. 2. Do one of the following: Wait for an answer, announce the call, and then hang up.
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 (see page 38) or System Forwarding (see page 38) to forward calls. Manual Call Forwarding The following table describes Manual Call Forwarding options.
Call Features Using Dynamic Extension Express When you enable Dynamic Extension Express (DEE) on your 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 is configured to be your main extension.
Call Features The following call types do not follow Dynamic Extension Express: Hunt group calls Hunt group announcement/overflow calls Transfer recalls, Hold recalls, Conference recalls, and Attendant recalls NOTE A recall occurs when a feature cannot be completed or the feature times out, and the call returns to the originating extension. For example, a holding call will recall the extension where it was placed on hold when the hold timer expires.
Call Features Receiving Message Waiting Indications If your main extension receives a message waiting indication (MWI) from voice mail or the system’s station messaging feature, the MWI is propagated (as applicable) to your other internal associated destinations. If any of your internal associated destinations responds to the MWI, then the MWI is cleared on all of them. Note that if any destination other than your main extension receives an MWI, it will not propagate to the other internal destinations.
Call Features Placing Ad Hoc Conference Calls You can place a Ad Hoc1 conference call with up to three internal or external parties (for a total of four parties, including yourself). To place a conference call: 1. While on the first call, press the Conf button to place the call on hold. CALL NEXT PARTY TO CNF appears. 2. Place a call to the next conference party (for external calls, press the Outgoing button or the Outgoing Call access code [8 is the default code], and then dial the number). 3.
Call Features Ending a Conference and Placing all Parties on Hold You can end a conference and place all conference parties on Individual Hold, allowing you to toggle between the held parties and speak to one party at a time. To end a conference and place all parties on Individual Hold: Press the Conf button, and then press HOLD appears. (Hold). CONFERENCE PARTIES ON To toggle between the held callers: Press parties.
Call Features Using Meet-Me Conferencing The Meet-Me Conferencing feature allows up to eight internal and/or external callers to dial into a conference instead of being manually added by an internal user, as is the case when using the system’s traditional “ad hoc” conferencing method. (See page 42 for details on using the traditional Ad Hoc Conferencing method.
Call Features Joining a Meet-Me Conference You can join a conference with up to seven internal and/or external parties (for a total of eight parties, including yourself). To join a Meet-Me Conference: 1. Dial (or ask to be transferred to) the Conference Assistant extension number. (See your administrator if you do not know the extension number.) You hear: “Welcome to the Conference Assistant. Enter an access code, and then press Pound (#). To cancel, press Star (*).” 2.
Call Features Using Record-A-Call You can use Record-A-Call to record an ongoing call as a mailbox message.2 You can then retrieve the message from your voice mailbox. The Record-A-Call feature stays active after the other party hangs up, so you can add to the recorded call with your own message. NOTE Record-A-Call is not supported on peer-to-peer (P2P) calls. Contact your system administrator for more information. To use Record-A-Call: 1. While on a call, press (Special), and then dial 385.
Call Features Using Call Logging Your call logs are records of your most recent missed, received, and dialed calls. A maximum of 20 entries are stored in each call log.3 You can use Call Logging to: View recent call activity. View caller ID information. Return or redial calls. To use Call Logging: 1. Dial 333. 2. Select one of the following options: Press 1 (MISS). Press 2 (RCV). Press 3 (DL). Press 4 (CLR). 3. Press (Up) or (Down) to scroll through the entries.
Call Features Using Secondary Extension Buttons .Secondary Extension buttons must be programmed by your system administrator. You can use programmable buttons as “secondary extensions.” Secondary Extensions are assigned to other extensions in the system (primary extensions). Because Secondary Extension buttons are programmed by the system administrator, you cannot change the buttons (for example, assign features to the buttons).
Call Features Using Hot Desking The Hot Desking feature allows users to share phones or temporarily move to other phones and yet maintain their personal identity and preferred phone configuration settings. If your administrator has set you up with a Hot Desking Profile, you can log on to any Hot Deskenabled base phone using the Hot Desk feature code (default is 348), your assigned Hot Desk Profile extension number, and your assigned Hot Desk Profile passcode.
Call Features Using Configuration Assistant If Configuration Assistant is enabled for your system, you can access this voice guided configuration portal that provides easy-to-use, remote access to the following phone configuration options: Dynamic Extension Express (see page 54) DND (see page 52) Manual Call Forwarding (see page 52) Meet-Me Conferencing (see page 53) NOTE You need a Configuration Assistant extension number to use this feature.
Call Features Accessing Configuration Assistant Follow the instructions below to access Configuration Assistant. To access Configuration Assistant: 1. Access the Configuration Assistant extension number from inside or outside the system by: dialing it from any phone in the system. being transferred to it. dialing it from automated attendant, voice mail, or DISA. 2. Do one of the following: If calling from your main desktop phone, proceed to step 3.
Call Features Changing the DND Settings See “Using Do-Not-Disturb (DND)” on page 59 for more information about using DND. To change the DND settings using Configuration Assistant: 1. Access Configuration Assistant as described in “Accessing Configuration Assistant” on page 51. 2. Follow the voice prompts to change your DND status (on or off). There is no option to provide a specific DND status message.
Call Features Managing Meet-Me Conferencing Access Codes See “Using Record-A-Call” on page 46 for more information about Meet-Me Conferencing. NOTES This feature is available only if Meet-Me Conferencing is enabled on your phone system. While using Configuration Assistant options, you can press the Star button (*) any time you wish to cancel the current operation and return to the main menu. To create a new Meet-Me Conference access code: 1.
Call Features Using Remote Programming If the Configuration Assistant feature is enabled for your system, Mitel recommends that you use Configuration Assistant instead of the Remote Programming feature described in this section. Configuration Assistant offers an enhanced, voice guided configuration portal that provides easy-to-use, remote access to the Call Forwarding, Dynamic Extension Express, and DND features. See page 49 for using Configuration Assistant.
Call Features Changing the DND Settings See “Using Do-Not-Disturb (DND)” on page 59 for more information about using DND. To turn on DND using Remote Programming: 1. Do one of the following: Call your DISA number (provided by your system administrator). If necessary, enter your DISA security code. Use any phone on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your station passcode followed by #. See page 50 for details on setting up a station passcode for your extension. 5.
Call Features Changing Your Station Passcode You can use Remote Programming to change the station (phone) passcode. See page 50 for details on setting up a station passcode for your extension. To change the station passcode using Remote Programming: 1. Do one of the following: Call your DISA number (provided by your system administrator). If necessary, enter your DISA security code. Use any phone on the system. 2. Dial 359. 3. Enter your extension number. 4. Enter your passcode followed by #. 5.
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. The (Message) button and Message/Ring Indicator flash to notify you of the new message. You can then either delete the message or reply to the message, which automatically places a call to the party who left the message.
Messages Viewing and Responding to Messages When you have waiting messages, the (Message) button and Message/Ring Indicator flash and the display shows the number of waiting messages. NOTE If your handset or speakerphone is off-hook when you view a inter-station message, you automatically call the party who left the message. The display shows new messages as follows: Inter-station messages sent by other internal parties are indicated by the party’s programmed user name.
Messages Using Do-Not-Disturb (DND) You can use DND to stop calls and pages to your extension. When activated, internal calling parties see your selected DND message. DND does not block queue callbacks, recalls, and incoming external calls. The following table shows the 20 default DND messages. If your system administrator changes your DND messages, you can record the new messages in the “New Message” column for reference.
Messages Using Reminder Messages You can use Reminder messages to alert you at a selected time, up to 24 hours in advance. At the selected time, the Reminder message signals you with eight short tones and your display shows the message, even if you are on a call. The following table shows the 20 default Reminder messages. If your system administrator changes your Reminder messages, you can record the new messages in the “New Message” column for reference.
Messages Paging Other System Users You can place page announcements through 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: Do one of the following: Dial 328 to log out of all of your ACD hunt groups. The display shows AGENT LOGGED OUT OF ALL ACDS. Dial 327 to log out of one hunt group at a time. If you were logged in to only one hunt group, the display shows AGENT LOGGED OUT OF HUNT GROUP .
Hunt Groups Other Hunt Group Features The following features can be used by ACD or UCD hunt groups. Requesting Agent Help You can use Agent Help to request help from a designated “Agent Help Extension” (usually your supervisor) during a call. When your request call rings at the Agent Help Extension, the supervisor can join the call or reject the request. NOTE Agent Help is not supported on peer-to-peer (P2P) calls. Contact your system administrator for more information. To use Agent Help: 1.
Hunt Groups Hunt Group Supervisor Features The following features can be used by hunt group supervisors only. Accepting or Rejecting Agent Help Calls Supervisors can accept or reject Agent Help calls. To accept an Agent Help request: Answer as usual. Your microphone is automatically muted. To reject an Agent Help request: Dial 376. AGENT HELP REJECTED appears. Monitoring Calls You can use Station Monitor to connect to a hunt-group call and hear both parties, but you cannot be heard by either one.
Hunt Groups Using Barge-In While monitoring a hunt group call, you can use Barge-In to join the call. To monitor and/or barge in on a call: 1. To use the speakerphone: While on hook, dial 321. You hear a confirmation tone. ENTER EXT TO MONITOR appears. To use the handset: Lift the handset, and then dial 321. You hear a confirmation tone. ENTER EXT TO MONITOR appears. 2. Dial the extension number (or press the lit station speed-dial or PKM button) of the station to be monitored.
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 phone features.
Troubleshooting Troubleshooting Tips The following table includes troubleshooting tips for 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 24. Problem Possible Solution The IP phone is not working properly. Contact your system administrator. I cannot use one or more of the features described in this guide. The feature may not be enabled.
Troubleshooting Problem Possible Solution When I try to use the Dynamic Extension Express – 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 Dynamic Extension Express. You tried to use the Handoff feature on a call that the system has not yet recognized as a valid call.
Index Index Symbols B 5312 IP Phone Features 2 Background Music background 16 5324 IP Phone Features 3 listening 16 A Barge-In, using 67 Button Assignments, viewing 23 About Your Phone 1 Access Code 44 C Account Codes, using 33 ACD Hunt Group Wrap-Up Timer, stopping 64 Call Forward ACD Hunt Groups manual 38 logging in 63 system 38 using 38 logging out 64 Ad Hoc Conference Calls 42 Call Logging, using 47 adding a party to 42 Callback, requesting 28 conference dropping out 42 ending 43 tr
Index Calls to External Numbers, transferring 37 Dynamic Extension Express Calls to Other Extensions, transferring 37 enabling and disabling 39 Camp-On, using 28 handoff - push/pull 40 Characters, entering dialpad 17 meet-me conferencing access codes 53 message waiting indications, receiving 41 Codes settings, changing 51, 54 account 33 using 39 default system access 20 feature, default 21 outgoing call access 27, 29 E Comfort and Safety Tips 7 Conference Assistant 44 Emergency Calls placing
Index Hunt Group Calls diverting 65 stealing 66 Hunt Group Supervisor Features 66 Hunt Groups L Language, changing 16 LCD contrast, changing 15 accepting or rejecting Agent Help 66 Agent Help, requesting 65 agent IDs 63 Automatic Call Distribution (ACD) 63 Barge-in, using 67 calls diverting 65 monitoring 66 stealing 66 logging out of 64 types 63 Uniform Call Distribution (UCD) 63 display buttons 4 Line Interface Module (LIM), using 10 Logs, call 47 M Manual Call Forwarding 38 Manual Call Forwarding Sett
Index O Ring Message Indicator 4 Ring Tone, changing 15 Off-Hook 6 On-Hook 6 Other Hunt Group Features 65 Outgoing Call Access Code 27, 29 Ring Tone, selecting 15 Ring/Message Indicator 4 S Outside Line Access Codes 20 Secondary Extension Buttons, using 48 P Settings, returning to default 24 Signals, IP phone 6 Page Announcement, placing 61 Paging enabling or disabling 61 other system users 61 using 61 Paging Feature, enabling or disabling 61 Passcode, Remote Programming changing 56 entering 50 Pho
Index T Time and Date, system 70 Tips comfort and safety 7 troubleshooting 70 V Viewing Angle, adjusting 13 Voice Mail User Guides 57 Voice messages deleting 58 leaving 57 listening to 58 Volume Levels 15 Volume Levels, changing 15 W Welcome 1 Wrap-Up Timer, stopping 64 Mitel® 5312/5324 IP Phone User Guide – Issue 3, February 2011 Page 77
Part No. 550.8035 Issue 3, February 2011 A661/9146A www.mitel.com Global Headquarters U.S. EMEA CALA Asia Pacific Tel: +1(613) 592-2122 Fax: +1(613) 592-4784 Tel: +1(480) 961-9000 Fax: +1(480) 961-1370 Tel: +44(0)1291-430000 Fax: +44(0)1291-430400 Tel: +1(613) 592-2122 Fax: +1(613) 592-7825 Tel: +61(0) 2 9023 9500 Fax: +61(0) 2 9023 9501 For more information on our worldwide office locations, visit our website at www.mitel.
