Mitel 5304 User Manual

MITEL

5304

IP Phone User Guide

5304 IP Phone Quick Reference Guide

This guide provides information for frequently used features. For more information about these and other features, refer to the user guide. For voice mail information, refer to the voice mail user guide for your system.

Programmable Buttons

The 5304 IP phone has nine programmable buttons. When you first receive your phone, the buttons are preprogrammed as indicated in the table below. You may be able to reprogram the buttons for quick access to features or frequently called phone numbers.

Button 1 is located just below the external speaker, and button 9 is located just above the volume buttons.

Button Action

1 Special: Activates features while on a

call or off-hook.

2 DND: Enables/disables the DND

feature for your phone. When enabled, internal calling parties see your selected DND message.

3Forward: Forwards all incoming calls

to a specified destination.

4 Message: Connects to your voice

mailbox. Toggles between Alpha Mode and Numeric Mode when entering dialpad characters.

5Redial: Calls the last external number

dialed. You cannot redial internal numbers.

6Transfer: Transfers the current call.

Also functions as a forward space when entering dialpad characters.

7Hold: Places the current call on hold.

Also functions as a backspace button.

8 Intercom (IC): Provides a call line for

internal (intercom) calls.

9Call: Provides a call line for external

calls. Volume: Provide volume control for

Down

the ringer, handset and speaker. Also provides the ability to scroll through display options.

Commonly Used Feature Codes

Most of the feature codes work when your phone is idle or “on hook.” If you are on an active call or if you are offhook, you may need to press the Special button before you enter the feature code to activate the feature.

Feature Code

ACD Agent – Log In/Out 328 Background Music – On/Off 313 Call Forward – All Calls 355 Call Logging 333 Conference 5 Default Station 394 Directory 307 Display Time And Date 300 Do-Not-Disturb – On/Off 372 Dynamic Express Extension On/Off 364 Dynamic Express Extension – Handoff 388 Hold – Individual 336 Hold – System 335 Message – Cancel Left Message 366 Message – Delete Message 368 Message – Leave Message 367 Message – View Messages Menu 365 Microphone Mute – On/Off 314 Page Receive – On/Off 325 Program Buttons 397 Program Station Password 392 Programmable Buttons – Default 395 Queue (Callback) Request 6 Record-A-Call 385 Reverse Transfer (Call Pick-Up) 4 Ring Tone Selection 398 Station Speed Dial 382 Station Speed Dial – Programming 383 Switch Keymap 399 System Forward – On/Off 354 System Speed Dial 381 View Button Assignments 396

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010

Answering Calls

Lift the handset to answer a call.

Placing Emergency Calls

Dial the emergency number (911 U.S. or 999/112 Europe). The system immediately places the emergency call as soon as you dial the number, even if you do not select an outside line.

Placing Internal (Intercom) Calls

Lift the handset and dial the extension number. If you enter incorrect digits, you can press the Hold button to move the cursor backward, deleting the last digit entered.

Placing Conference Calls

1. While on the first call, press the Special button and then dial 5 to place the call on hold. CALL NEXT PARTY TO CNF appears.

2. Place a call to the next conference party. For external calls, dial the Outgoing Call access code (8 is the default code), and then dial the number.

3. After the party answers, announce the conference, and then press Special – 5 to place the call on hold. If necessary, repeat this step to add the remaining conference party.

4. Press Special – 5 again to start the conference. CNF IN PROGRESS appears.

Placing External Calls

Lift the handset, press the unlit Call button, and then dial the number.

Redialing External Numbers

Lift the handset and press the Redial button. The system automatically selects a line and dials the number.

Transferring Calls to Other Extensions

1. While on the call, press the Transfer button, and then enter the extension number.

2. Do one of the following:

• Wait for an answer, announce the call, and

then hang up. If the extension is unavailable, press the flashing IC or Call button to return to the caller.

• Hang up to transfer the call and disconnect

the call from your phone.

Forwarding Calls

1. Press the Forward button, and then enter the feature code, if applicable. ENTER FORWARD DEST appears.

2. Do one of the following:

• Enter the extension number.

• Dial the Outgoing Call access code (8 is the

default code), and then dial the telephone number.

Viewing Messages

With the handset on-hook, press the Message button. Messages are displayed as first in/first out. If there is more than one message, you can repeatedly press the Message button to scroll through the messages.

Responding to Messages

When the desired message is displayed, lift the handset, and then press # to respond. (If your handset is off-hook and you press the Message button, you automatically place a call to the party who left the message or the message center.)

Using Do-Not-Disturb

1. With the handset on-hook, press the DND button, and then do one of the following:

• Press (Up) or (Down) to scroll

through the messages.

• Enter the two-digit number for the DND

message.

2. After selecting the message, enter the additional text for the DND description, if applicable.

3. Lift and replace the handset.

Placing a Page Announcement

1. Lift the handset, and dial 7.

2. Enter the page-zone number (0 to 9).

3. After the tone, make your announcement, and then hang up.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010

Notice

Enter provider information above.

This guide is released by Mitel Networks Corporation and provides information necessary to use the 5304 IP phone. The guide contents, which reflect current Mitel standards, are subject to revision or change without notice.

Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Some features or applications may require additional hardware, software, or system administrator assistance.

For sales, service, or technical support, contact your local authorized provider:

If you do not know the contact information for your local provider, use the “Partners” link at the top of the Mitel home

page (www.mitel.com) to find a location near you.

If you have any questions or comments regarding this user guide or other technical documentation, contact the Technical Publications Department (USA) at:

tech_pubs@mitel.com

Mitel

is a registered trademark of Mitel Networks Corporation.

Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from Mitel.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page i

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.

Safety Notices

The following notices may appear on the product or in the technical documentation.

Notice Description

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.

Warning indicates a potentially hazardous situation which, if not avoided, could result in death or serious injury.

Danger indicates an imminently hazardous situation which, if not avoided, will result in death or serious injury.

The exclamation point within an equilateral triangle indicates that important operating and

maintenance (servicing) instructions are included in the literature accompanying the product.

Maintenance and Repair

There are no user serviceable parts inside the IP phone. For repairs, return the IP phone to an authorized Mitel provider.

NOTE

Changes or modifications not expressly approved by Mitel may void the user’s right to operate the equipment.

Page ii Mitel

5304 IP Phone User Guide – Issue 2, June 2010

Power Requirements

CAUTION

IP Phone Damage Hazard. To avoid damaging the IP phone, make sure the IP phone is connected to the proper

power supply before powering on. Contact your system administrator for more information.

The IP phone requires any one of the following power supplies:

• Mitel 48-volt DC Ethernet power adaptor 100-240 volt AC 50-60Hz (ES) -part number 50005301

• An industry-standard IEEE 802.3af Power over Ethernet (PoE) power supply unit

If your phone uses a centralized PoE power supply unit, do not use the 48-volt DC Ethernet power adaptor. If necessary, contact your system administrator for assistance before connecting your phone to the centralized power source.

Make sure the IP phone is plugged into an uninterruptible power supply (UPS). If your phone is plugged into the UPS and the power fails, it should remain powered on for about 10 minutes. If the IP phone is not plugged into a UPS and the power fails, the current call is dropped and you will not be able to use the IP phone until the power is restored.

Software Updates

CAUTION

IP Phone Damage Hazard. Do not use your phone or disconnect it from the power supply while it is updating

software.

The IP phone may require occasional software updates when new versions are available. The IP phone is configured to download the updates automatically. Contact your system administrator for more information.

Product Disposal Instructions

This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with other commercial or household waste at the end of its working life. For appropriate disposal and recycling instructions, contact your local Mitel provider.

The Waste of Electrical and Electronic Equipment (WEEE) Directive (2002/96/EC) was established by the European Union to minimize negative impact on the environment, control hazardous substances, and curtail landfill expansion by using the best available recovery and recycling techniques.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page iii

IP Phone Usage

This equipment is not for connection to the telephone network or public coin phone service. It is only for use when connected to Mitel systems.

WARNING

When using your 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.

• Avoid using an IP phone (other than a cordless type) during an electrical storm. There may be a remote

risk of electric shock from lightning.

• Do not use the IP phone to report a gas leak in the vicinity of a leak.

• Do not connect directly to the Public Switched Telephone Network (PSTN). Any connection of this IP

phone to an off premise application, an out of plant application, any other exposed plant application, or to any equipment other than the intended application may result in a safety hazard, and/or defective operation, and/or equipment damage. “Exposed plant” means where any portion of the circuit is subject to accidental contact with electric lighting or power conductors operating at a voltage exceeding 300 volts between conductors or is subject to lightning strikes.

• The socket outlet, if used, shall be located near the equipment and shall be easily located by the user.

• Use only Mitel approved power adaptors.See “Power Requirements” on page iii.

• The handset supplied with the IP phone is not certified for use with any other phone. Use of the

handset with any other phone may have the potential to cause hearing loss in the event of a lighting strike on the outside plant wiring.

Page iv Mitel

5304 IP Phone User Guide – Issue 2, June 2010

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. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

• Reorient or relocate the receiving antenna.

• Increase the separation between the equipment and receiver.

• Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.

• Consult the dealer or an experienced radio/TV technician for help.

Notice to European Customers

We, Mitel Networks LTD.

Of, Mitel Castlegate Business Park

Portskewett

Caldicot

NP26 5YR

Declare that for the hereinafter mentioned product the presumption of

conformity with the applicable essential requirements of

DIRECTIVE 1999/5/EC OF THE EUROPEAN

PARLIAMENT (RTTE DIRECTIVE) AND OF THE COUNCIL is given.

Mitel IP Phone: 5304

Any unauthorized modification of the product voids this Declaration.

For a copy of the original signed Declaration of Conformity (in full conformance with EN45014), please contact the Regulatory Approvals Manager at the above address.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page v

Contents

Getting Started 1

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

About Your IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

5304 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Phone Feature Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Phone Signals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Comfort and Safety Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Headset Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Personalizing Your Phone 7

Installing Designation Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Changing Volume Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Changing the Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Listening to Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Changing the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Adjusting the Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Using the Dialpad Buttons to Enter Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Using Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Default Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Default Feature Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Viewing Button Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Resetting Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Resetting the Phone to the Default Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Switching Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Activating Door Relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Answering and Placing Calls 19

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Answering Waiting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Using Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Redirecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Using Automatic Trunk Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page vii

Contents

Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Placing Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Placing Internal Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Placing External Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Call Features 29

Using Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Entering a Hookflash. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Reverse Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Viewing Your System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Viewing Caller ID Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Dynamic Extension Express . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Adding a Conference Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Transferring a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Dropping Out of a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Ending a Conference and Placing all Parties on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Using Group Listen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Secondary Extension Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Page viii Mitel

5304 IP Phone User Guide – Issue 2, June 2010

Contents

Using Configuration Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Changing Your Station Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Accessing Configuration Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Changing the Dynamic Extension Express Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Changing the DND Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Changing the Manual Call Forwarding Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Changing the Dynamic Extension Express Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Changing the DND Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Changing the Manual Call Forwarding Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Changing Your Station Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Messages 47

Leaving Messages at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Viewing and Responding to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Canceling Messages Left at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Deleting Waiting Inter-Station Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Do-Not-Disturb (DND) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Using Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Paging Other System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Placing a Page Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Enabling or Disabling the Paging Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Hunt Groups 53

Logging in to ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Logging out of ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Stopping the ACD Hunt Group Wrap-up Timer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Other Hunt Group Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Diverting Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Hunt Group Supervisor Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Accepting or Rejecting Agent Help Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Monitoring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Stealing Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Using Barge-In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page ix

Contents

Troubleshooting 59

Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Index 63

Page x Mitel

5304 IP Phone User Guide – Issue 2, June 2010

Getting Started

Welcome

The instructions in this guide are for using the Mitel® 5304 Internet Protocol (IP) phone on the Mitel 5000 Communications Platform (CP). The 5304 IP Phone Quick Reference Guide located at the beginning of this guide is an overview of frequently used features.

Your IP phone should be powered on and ready to use. If the display is blank, or if the display name, extension number, or time or date are incorrect, contact your system administrator for assistance.

Because a variety of voice mail products work with the Mitel 5000 CP, this guide does not include voice mail instructions. For voice mail instructions, refer to the voice mail user guide for your system. For example, refer to the Enterprise Messaging, Basic Voice Mail, and Embedded

Voice Mail Card User Guide, part number 835.3205, or the Mitel NuPoint Unified Messaging User Guide on the Mitel Web site

for more information about your voice mail system.

Because many IP phone features can be programmed to perform various tasks,

NOTE

some features may work differently than the descriptions in this guide. Contact your system administrator for more information.

Getting Started

(http://edocs.mitel.com). Contact your system administrator

About Your IP Phone

The Mitel 5304 IP phone is a compact, feature-rich phone that provides voice communication over an IP network. The 5304 has a back-lit liquid crystal display (LCD), display-assisted feature access, and a Ring/Message Indicator. In addition, for one-touch feature access, the 5304 has nine programmable buttons.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page 1

Getting Started

5304 Features

The 5304 is shown here. See “Phone Feature Descriptions” on page 3 for more information about the IP phone features.

1 – Liquid Crystal Display (LCD) 5 – Programmable buttons

2 – Ring/Message Indicator 6 – Volume buttons

3 – External speaker 7 – Dialpad buttons

4 – Handset 8 – Hookswitch

Page 2 Mitel

5304 IP Phone User Guide – Issue 2, June 2010

Phone Feature Descriptions

The following sections describe default configurations. Your phone may be programmed differently. Contact your system administrator for more information. See “5304 Features” on

page 2 for phone feature locations.

Display

The display provides a two-line, 20-character viewing area for using features and identifying callers. When idle, the display shows your user extension, name, and the time and date.

Ring/Message Indicator

The Ring/Message Indicator flashes or stays lit to indicate call, message, and feature activity. For more information about messaging features, see “Messages” on page 47. Ring/Message Indicator signals are described in the following table.

Indicator Signals Description

Rapidly flashing You have an incoming call.

Slowly flashing You have a waiting message or callback message.

On You are on a call or using a feature.

Off Your phone is idle.

Getting Started

Speaker

The 5304 speaker provides incoming audio. You can use the speaker to listen to calls or background music. See “Viewing Button Assignments” on page 16 for more information about background music.

The 5304 does not have an external microphone. Therefore, if you want to respond to a caller, you must use the handset.

Handset and Hookswitch

The handset provided with this equipment is hearing aid compatible (HAC). One end of the handset cord plugs into the handset and the other end plugs into the handset jack on the phone. The hookswitch is located under the handset. When the handset is in the cradle, the hookswitch is engaged and the phone is “on hook.” When you lift the handset, the hookswitch is disengaged and the phone is “off hook.”

Most of the feature codes work when your phone is idle or “on hook.” Because the dialpad buttons are located under the handset, you may find it easier to lift the handset, press the hookswitch down, and then dial the feature code.

If you are on an active call or if you are off hook, you may need to press the Special button before you enter the feature code to activate the feature.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page 3

Getting Started

Vol ume

Speaker

Designation

Label

Buttons

Programmable Buttons

The 5304 has nine programmable buttons. When you first receive your phone, the buttons are pre-programmed as indicated in the table below.

You may be able to reprogram the buttons for quick access to features or frequently called phone numbers. See “Using Programmable Buttons” on page 12 for instructions. After reprogramming the buttons, replace the phone’s original designation card with a new card that reflects the reprogrammed buttons. See “Installing Designation Cards” on page 7.

Location Button and Default Feature/Function

1 – Special: Activates features while on a call or off-hook.

The Special button does not cancel features. To cancel features, press the star button (

2 – Do-Not-Disturb (DND): Enables/disables the DND feature for your phone. When enabled, internal calling parties see your selected DND message. You can use DND to stop calls and pages to your extension. See “Using Do-Not-Disturb (DND)” on page 49.

3 – Forward: Forwards all incoming calls to a specified destination. See “Forwarding Calls” on page 33.

4 – Message: Connects to your voice mailbox. Toggles between Alpha Mode and Numeric Mode when entering dialpad characters. See “Using the Dialpad Buttons to Enter Characters” on page 10.

5 – Redial: Calls the last external number dialed. You cannot redial internal numbers.

6 – Transfer: Transfers the current call. Also functions as a forward space when entering dialpad characters. See “Using the Dialpad Buttons to Enter Characters” on page 10.

7 – Hold: Places the current call on hold. Also functions as a backspace button. See “Using the Dialpad Buttons to Enter Characters” on page 10.

8 – Intercom: Provides a call line for internal (intercom) calls. The Intercom button has a lamp, which flashes when an internal call is ringing in, and is lit continuously during an active call.

9 – Call: Provides a call line for external calls. The Call button has a lamp which flashes when an external call is ringing in, and is lit continuously during an active call.

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5304 IP Phone User Guide – Issue 2, June 2010

Volum e Butt on s

Directly below the programmable buttons, the 5304 has two volume buttons, (Up) and

automatically saved when you press the volume buttons.

In addition, these buttons allow you to scroll through display menus.

Dialpad Buttons

Use the dialpad buttons to dial phone numbers, enter feature codes, and to enter characters when using features that require text input.

Phone Signals

The 5304 has several audio and visual signals to indicate feature activity. The following are a few helpful tips:

• Lit or blinking buttons indicate call or feature activity.

• All phone button lamps illuminate at the same time for a few seconds when the phone is

• The following actions may cause an error tone:

• Many features “time-out” if you wait too long before performing the next step. If this

Getting Started

(Down), that provide volume control for the ringer, handset and speaker. Volume levels are

reset or powered on.

o Pressing an invalid button combination. o Selecting a restricted feature. o Dialing a restricted or invalid number. o Dialing too slowly between digits. o Waiting too long before performing the next step.

To correct an error tone, hang up and try again.

happens, you must start over.

Comfort and Safety Tips

Observe the following comfort and safety tips when using the 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.

• Adjust the display: You can adjust the 5304 display to seven different positions to suit

your viewing needs. To adjust the display, grasp the display on the side and gently raise or lower it into position.

• Protect your hearing: Because prolonged exposure to loud sounds can contribute to

hearing loss, keep the volume at a moderate level. You can adjust the volume levels of the handset receiver or headset. See “Changing Volume Levels” on page 7.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page 5

Getting Started

Headset Instructions

Although the 5304 does not have a dedicated headset jack, you can still use a headset on the phone if your system administrator has reprogrammed one of your phone’s buttons as a Speaker button. You must use a Speaker button to connect to and disconnect from calls while your phone is in headset mode. Contact your system administrator if you want to use a headset with the 5304 IP phone.

The headset must be hearing aid compatible (HAC).

NOTES

To connect and activate the headset:

1. Remove the handset jack from the handset port located on the back of the phone.

2. Insert the headset jack into the handset port.

3. Dial 317 (Headset On/Off). HEADSET MODE ON appears.

To answer calls when using a headset:

While headset mode is enabled, press the Speaker button to connect to and disconnect from calls.

To disable Headset mode and activate the handset:

1. Remove the headset jack from the handset port located on the back of the phone.

2. Insert the handset jack into the handset port.

3. Lift the handset and press the hookswitch down.

4. Dial 317 (Headset On/Off). HEADSET MODE OFF appears.

If your headset has a power-saver mode, make sure the system administrator has enabled the “Headset Connect Tone” feature. If this is not enabled, you may miss the first few seconds of an incoming call.

Page 6 Mitel

5304 IP Phone User Guide – Issue 2, June 2010

Personalizing Your Phone

This chapter describes features you can use to personalize your phone.

Installing Designation Cards

If you program buttons on your 5304 (see page 12), you can install a new paper designation card with the revised button labels. A plastic cover holds the designation card in place. Designation cards are provided by your system administrator.

To replace the default designation card:

1. Remove the plastic cover over the original designation card.

2. Discard the original designation card.

3. Place the new designation card next to the buttons on the phone.

4. Replace the plastic cover on the new designation card.

Changing Volume Levels

You can change the following volume levels:

• Ringer (alerting tone)

• Handset

• Headset

• Background music

• External speaker

Personalizing Your Phone

Turning the external speaker volume down to the lowest levels may prevent you

NOTE

You must be using the feature to change the volume level. For example, if you want to change the handset volume level, you must be using the handset. However, you can adjust the ringer (alerting tone) volume level when the phone is idle.

To change a volume level:

from hearing the feature “warning tones” that notify you when errors occur (for example, when you enter an incorrect feature code).

While using the feature, press (Up) to increase the volume or press (Down) to decrease the volume. The volume level is automatically saved.

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page 7

Personalizing Your Phone

Changing the Ring Tone

You can select one of nine different ring tones.

To change the ring tone:

1. Lift the handset and press the hookswitch down.

2. Dial 398.

3. Do one of the following to listen to and select a ring tone:

• Press (Up) or (Down).

• Press 1 to 9.

4. To save the ring tone, press #.

If you do not want to use a ring tone, you can turn the phone ringer off.

To turn the ringer off:

1. Lift the handset and press the hookswitch down.

2. Dial 398.

3. Press 0 to turn the ringer off.

4. To save the setting, press #.

Listening to Background Music

If your system is equipped with a music source, you can listen to background music or system audio (for example, organizational conference calls) through the external speaker.

To turn on or turn off background music:

Lift the handset and dial

Changing the Language

Your system administrator can select two of the following languages as the primary and secondary languages to display text.

• American English

• British English

• Canadian French

• Mexican Spanish

For example, if your system administrator programmed your phone with American English as the primary language, American English is used for display text. You can change the language by selecting the secondary language. Contact your system administrator for more information.

To change the language:

Lift the handset, and dial 301 to select either the primary or secondary language. The display shows text in the selected language.

313 (on/off). BACKGROUND MUSIC ON (or OFF) appears.

1. This feature may or may not be enabled for your system.

Page 8 Mitel

5304 IP Phone User Guide – Issue 2, June 2010

Adjusting the Display Contrast

You can adjust the display contrast setting.

To adjust the Contrast setting:

1. Lift the handset, and press the hookswitch down.

2. Dial 303.

3. Do one of the following to adjust the contrast:

• Press (Up) or (Down) to adjust the contrast.

• Press a number on the dialpad (1 = lightest, 10 = darkest) that corresponds to your

desired contrast level.

4. To save the setting, press #.

Personalizing Your Phone

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page 9

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 67) and Station Speed Dial (see page 40).

The following are guidelines when entering dialpad characters:

• Press the Message button to switch from Alpha Mode to Numeric Mode.

• Press the Hold button to move the cursor to the left and delete characters.

• Press the Transfer button to move the cursor to the right.

• In Numeric Mode, press # for a hyphen (-).

• In Numeric Mode, press * for a colon (:).

• Press # in Alpha Mode, or lift and replace the handset to save entries.

To use the dialpad to enter characters:

Press the dialpad buttons as shown in the following table.

Dialpad Characters — American English and British English

Number of Times Dialpad Button is Pressed

Button

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

:-/,.;()&+*!?#1

ABC2ab c

DEF 3d e f

GH I 4 g h i

JKL5 j k l

MNO 6m n o

PQRS7 p q r s

TUV8 t u v

WXYZ9wxyz

For example, to enter May 31, you could use the following sequence:

1. In Alpha Mode (the Message button is lit), press 6 once to enter an “M.”

2. Press 2 five times to enter an “a.”

3. Press 9 eight times to enter a “y.”

4. Press the Transfer button to enter a space.

5. Press the Message button to switch to Numeric Mode.

6. Press 3.

7. Press 1.

8. Press # or lift the handset to save the entry.

Page 10 Mitel

5304 IP Phone User Guide – Issue 2, June 2010

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

ABC2AbcАВЖЗавжз

DEF 3De f ИЙКЛи йк л

GH I 4Gh i Î Ï î ï

JKL5J k l

MNO 6M n oÔŒóœ

PQRS7 p q r s

TUV8 Tu vÙÛÜù ûÜ

WXYZ9wxyzŸŸ

«»0

Dialpad Characters — Mexican Spanish

Number of Times Dialpad Button is Pressed

Button 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

:-/,.;()&+*!?#1

ABC2Ab c ÁÁ

DEF 3De f Éé

GH I 4Gh i Í Í

JKL5J k l

MNO 6M n oÑÓñ ó

PQRS7 p q r s

TUV8Tu vÚÜúü

WXYZ9wxyz

¡¿ªº0

Mitel® 5304 IP Phone User Guide – Issue 2, June 2010 Page 11

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” on page 13 and “Default Feature Codes” on page 13 for code lists.

To program a button:

1. With the handset on-hook, dial 397.

2. Press the button that you want to program. If the button is:

• not programmed, UNDEFINED KEY appears.

• programmed, the feature or extension programmed for the button appears.

• not programmable, NON-PROGRAMMABLE KEY appears.

3. Enter the feature code, extension number, station speed-dial number, or system speeddial number to be assigned to the button. To assign speed-dial numbers to programmable buttons, see “Assigning Speed-Dial Numbers to Programmable Buttons” on page 42

Before or after assigning the speed-dial number to a programmable button, make sure the speed-dial number has either a Station Speed Dial bin or System Speed Dial location assigned to it. For System Speed Dial numbers, numbers are pre-assigned to the System Speed Dial locations (000 to 999 or

NOTE

0000 to 4999) by your system administrator. Therefore, you just need to choose a System Speed Dial location that you want to use (see “Using System Speed Dial” on page 40 for details). For Station Speed Dial numbers, you must manually store numbers in the Station Speed Dial bins (0 to 9). See “Using Station Speed Dial” on page 40.

After you program a button, you can:

• Press the button to place a call to the assigned extension.

• Press the button and then hang up to transfer a call to the assigned extension. If the call is

transferred to voice mail you hear repeating double tones.

• Visually monitor the call activity of the assigned extension if the button you assign has a

lamp.

The following table describes the lamp signals and the indicated call activity for a DSS/BLF key (station speed-dials do not show status):

Lamp Signals Description

Continuously Lit The extension is busy or off-hook.

Slowly flashing The extension is in Do-Not-Disturb (DND).

Quickly flashing The extension has a call ringing in.

Continuously flashing The extension is causing a “Station Off-Hook” system alarm.

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5304 IP Phone User Guide – Issue 2, June 2010

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