USER GUIDE
NOTICE
The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL
®
). The
information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel
and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it
may be issued to incorporate such changes.
No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written
permission from Mitel Networks Corporation.
Mitel is a trademark of Mitel Networks Corporation.
Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged.
Mitel 5550 IP Console User Guide
Release 2.1
58008500
®,™ Trademark of MITEL Networks Corporation
©Copyright 2005, MITEL Networks Corporation
All rights reserved
Notices ♦ iii
Notice to Canadian Customers
This Class A digital apparatus complies with Canadian standard
ICES-003.
Notice to U.S. Customers
This equipment has been tested and found to comply with the limits
for a Class A 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 no t
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 fro m
that to which the receiver is connected.
• Consult the dealer or an experienced radio/TV technician for
help.
Note: Changes or modifications not expressly approved by Mitel
Networks Corporation may void the user's right to operate the
equipment.
Notice to Customers in EU Countries
We, Mitel Networks Ltd.
Of, Mitel Business Park
Portskewett
Caldicott
NP26 5YR
UK
Declare that for the hereinafter mentioned product the presumption of con-
formity with the applicable essential requirements
of
DIRECTIVE 1999/5/EC OF THE EUROPEAN PARLIAMENT
(RTTE DIRECTIVE) AND OF THE COUNCIL
is given.
Mitel / 5550 IP Console
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.
Complies with EN55022, EN55024, EN60950.
Note: This is a Class A product.
iv ♦ Notices
Notices
These notices appear on the product and in the technical
documentation:
Symbols
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.
The exclamation point within an equilateral triangle indicates
that important operating and maintenance (servicing)
instructions are included in the literature accompanying the
product.
Table of Contents ♦ v
Table of Contents
Notice to Canadian Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Notice to U.S. Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Notice to Customers in EU Countries . . . . . . . . . . . . . . . . . . . . . . iii
Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Symbols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
GETTING STARTED
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Before you begin using the console . . . . . . . . . . . . . . . . . . . . . . . 3
Conventions used in this guide. . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Console Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Console Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Console Keypad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Handset and Cradle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Keyboard Controls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Softkeys (F1 – F12). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Starting and Closing the Mitel 5550 IP Console . . . . . . . . . . . . . . . . . 8
Tools for System Programming and Maintenance . . . . . . . . . . . . 8
Adjusting the Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Console Ringer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Console Keypad and Handset Cradle. . . . . . . . . . . . . . . . . . . . . . 9
Handset/Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Console Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Console Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
CALL HANDLING BASICS
Handling Calls in the Queued Calls Area . . . . . . . . . . . . . . . . . . . . . 13
Accessing the Queued Calls Displays . . . . . . . . . . . . . . . . . . . . 13
Monitoring Incoming, Held, and Transferred Calls . . . . . . . . . . . 13
Selecting Calls from the Queued Calls Displays. . . . . . . . . . . . . 14
Adding Notes to Calls in the Queued Calls Display . . . . . . . . . . 14
Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Answering Calls on a “First-come, First-served” or Line-Priority Ba-
sis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Selectively Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Answering calls using softkeys. . . . . . . . . . . . . . . . . . . . . . . 16
Answering calls from the Incoming Calls display . . . . . . . . . 17
Dialing Telephone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Leaving a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Placing an Outside Call for an Extension . . . . . . . . . . . . . . . . . . 18
Other Ways of Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Transferring (Extending) Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Reaching a Busy Number or an Extension with Do Not Disturb Ac-
tivated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Introducing the Caller before Completing the Transfer . . . . . . . . 21
Transferring a Call to a Voice Mailbox . . . . . . . . . . . . . . . . . . . . 21
Transferring a Call to an Outside Number. . . . . . . . . . . . . . . . . . 21
Retrieving a Transferred Call . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Holding Calls and Retrieving Held Calls . . . . . . . . . . . . . . . . . . . . . . 23
Annotating Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Hold Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Placing a Conference on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Answering Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Recovering a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
ADVANCED FEATURES
Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Bulletin Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Busy Lamp Field (BLF) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Searching the Busy Lamp Field . . . . . . . . . . . . . . . . . . . . . . . . . 32
Calling, Transferring, and Picking Up Calls in the Busy Lamp Field
33
Editing the BLF List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Call Answering Priority. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Incoming Calls Threshold / Screen Pop. . . . . . . . . . . . . . . . . . . . . . . 36
Cancel Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
vi ♦ Table of Contents
Clear All Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Customize the Queued Calls Displays . . . . . . . . . . . . . . . . . . . . . . . .38
Data Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Day and Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Do Not Disturb (Extensions). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Emergency Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Firmkey Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
One Button to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Message Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Operator Absent/Present Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Phone Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Scratch Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Serial Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Trunk Group Status Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
System Speed Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Tone Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
HOTEL/MOTEL FEATURES
Displaying and Changing Room Information . . . . . . . . . . . . . . . . . . .53
Searching for Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
Changing Room Occupancy and Condition Status . . . . . . . . . . . . . .55
Checking-In/Checking-Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
Setting and Clearing Wake-up Calls. . . . . . . . . . . . . . . . . . . . . . . . . .55
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Blocking Room-to-Room Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
Monitoring Guest Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
Clearing the Message Register. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
REFERENCE
Alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Alarm types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
MINOR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
MAJOR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
CRITICAL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Rerouted Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Class of Restriction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Paging Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
System Speed Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
System Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Telephone Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Trunk Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Getting St arted
2 ♦ Getting Started
Getting Started ♦ 3
Introduction
The Mitel 5550 IP Console is an attendant console and administration
application for the Mitel 3300 Integrated Communications Platform
(ICP). It features a specialized keypad and an intuitive user interface
for smooth, efficient call handling.
A note about feature availability
The features available on your telephone system (i.e. Mitel 3300
Integrated Communications Platform) are automatically turned on.
Before you begin using the console
Take a few minutes to explore this guide — it contains all the
information you need to operate the Mitel 5550 IP Console.
The first section introduces you to the console. You will learn about
the console keypad and what the Function keys on the computer
keyboard do. You will also learn about the console screen and how
to interpret the information it displays.
If any problems occur while you are using the console, contact your
communications department for assistance.
Conventions used in this guide
Throughout this guide, the fixed-function keys and firmkeys (both key
types are explained later in this section) are in bold typ e—for example,
Answer or Release.
Softkey commands that appear on your screen and correspond to the
Function keys (F1, F2, F3, etc.) at the top of your keyboard are shown
in brackets— for example, [Source] or [Destination]. See page 7 for
more information about softkeys.
Console Components
Your 5550 IP Console consists of a personal computer (PC) with
monitor, a standar d computer keyboard, a keypad, a mouse and a
handset with cradle.
The monitor displays call-handling prompts and call status
information. Use the keypad for all call-handling functions, including
dialing. The handset (or optional headset) is for talking with callers.
Y ou use the comp uter keyboard to find e ntries in the Phone Book or
to type in the Scratch Pad or Bulletin Board. The Function keys (F1,
F2, F3, etc.) at the top of the keyboard execute the softkey commands
that appear on the screen.
4 ♦ Getting Started
Console Screen
The 5550 IP Console screen is divided into six areas:
Menu area – provides alternate ways to access each of the other
five areas of the Console screen. Select from the drop down menus
or click the icon directly above the Console Status area to navigate
to the display you wish to access.
Console Status area – shows you at a gl ance 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.
Application area – includes three sections:
• Queued Calls section (top left) is your main call-handling tool.
It displays detailed call information for Incoming Calls, Calls on
Hold, and Transferred Calls. Use th ese displays to answer, hold,
and transfer calls, as well as to monitor call status and retrieve
or recover a call.
Note: The tab that you last viewed before shutting down the
console screen displays by default when you reopen the console
screen.
• Tools section (top right) provides tools such as a Busy Lamp
Field for obtaining the status (busy, idle, etc.) of selected extensions and rapid dialing and transfering calls to those extensions.
It also includes a Phone Book for finding users on the system.
• Source and Destination sections (bottom left and bottom right)
display the calling party and the called party for all calls handled
by the console. The Source area shows the line on which you
answered the call. The Destination area shows call forwarding
information. The information displayed in both areas includes
the name of the party , extension or trunk n umber or trunk label,
type of extension, status of call (e.g., ringing), privileges assigned to the trunk or extension, and the type of call (e.g.,
Conference, Recall, Serial).
Call Waiting area – displays an icon ( ) as a visual indication of
incoming calls. This area complements the Incoming Calls display in
the Queued Calls area by allowing you to view at a glance the number
and priority of calls waiting. The icon appears above the softkey that
is used to answer the call. Y ou can tell how many calls are waiting by
the color of the icon: yellow ( ) for one call, blue ( ) for two calls,
and red ( ) for three or more calls.
Softkey area – displays Softkey commands. The commands
correspond to the Function keys on the computer keyboard. See the
next section for more information on the Softkeys.
Response area – displays messages to alert you of system warnings
and errors. It also indicates the date and time.
Getting Started ♦ 5
Questions about Resilient Talk State
What is Resilient Talk State?
Resiliency gives your network the ability to handle calls and provide voice mail
service in the event of a 3300 ICP system failure or a network-level failure.
When a failure occurs, the 5550 IP Console goes into "Resilient Talk State"
while it attempts to switch to a secondary 3300 ICP. All calls in talk state at the
time of failure remain connected to the console. You will know that the console
is in Resilient Talk State by the presence of icons (described below) in the
Console Status area.
What is "fail over"?
"Fail over" occurs when the 5550 IP Console is in the process of connecting to
a secondary or alternate 3300 ICP following a system failure. Note that call
handling features such as Hold, Transfer, Conference and Page are not
available during "fail over". Once "fail over" is complete, call handling features
become available again.
What does in the Console Status area signify?
The console is connected to the primary 3300 ICP and operating normally.
What does in the Console Status area signify?
The console is connected to an alternate or secondary 3300 ICP—not the
original or primary 3300 ICP.
What does in the Console Status area signify?
Switching between 3300 ICPs is in progress. The console is in "fail over" state.
What does in the Console Status area signify?
Repeated attempts to connect to a primary or secondary 3300 ICP have failed.
The console will continue trying until a connection is established.
What do I do when the 5550 IP Console is in "fail over" state?
Take a message or ask the caller to call back later (fail over state usually lasts
less than 30 seconds). Once the console has connected to a 3300 ICP, will
appear in the Console Status area, and you will be able to resume normal
operation.
6 ♦ Getting Started
Console Keypad
The console keypad is used for dialing, call processing and accessing
3300 ICP features. Y ou can adjust the slope of the keypad and detach
it from (or attach it to) the handset cradle.
The keys on the keypad are arranged as shown below:
Volu me and Mute Keys – increase (+) or decrease (-) the ringer
volume and the volume of the earpiece in the handset or headset.
Mute turns the microphone in the headset or handset on or off.
Fixed Function Keys – used to answer and manage calls. They
include Retrieve, Hold, Answer, Cancel, Recover and Release.
Programmable Firmkeys – programmable keys that provide access
to the console features and system services listed in the following
table.
Programmable Firmkeys
SCRATCH PAD Displays an electronic notepad where you can type
messages from callers, reminders, questions, or
anything else you would write on notepaper. Also, use
the Scratch Pad to store numbers for speed dialing.
BULLETIN
BOARD
Displays an area where you can type messages that can
be viewed from all 5550 IP Consoles on the system.
GUEST
SERVICE
Displays room status information and softkeys for
managing guest services in a Hotel/Motel installation.
PAGER Accesses paging equipment for making announcements.
MESSAGE
WAITING LAMP
Displays softkeys for setting or clearing the Message
Waiting indicator on the dialed extension.
TONES Sends subsequently dialed digits as tones (used when
dialing into voice mail systems.)
PHONE BOOK Allows you to find and call an extension by typing the
user’s name, extension number or other information.
BUSY LAMP
FIELD
Used to obtain the status (busy, idle, etc.) of selected
extensions and lines and for rapid dialing and transfers.
INCOMING
CALLS
Displays incoming calls with caller identity and called line
details. Use to monitor and selectively answer calls.
HELD CALLS Displays caller and called party information for calls that
you have held. Use to annotate and transfer held calls.
TRANSFERRED
CALLS
Displays transferred calls that are ringing an extension.
Monitor and retrieve calls that have not been answered.
VOICE MAIL Transfers a recall to an extension user’s voice mailbox.
EMERGENCY
CALLS
Raises an alarm at the console when an extension user
places an emergency call, and identifies the extension
that placed the call.
HELP Opens Help, which provides information to help you
accomplish your tasks.
OPERATOR
MODE
Re-displays the main console screen.
THIRD PARTY
APP
Launches specified third party application.
Getting Started ♦ 7
Note: Some of the features listed above are programme d for you by
default; others are optional and may not be labelled on your keypad
firmkeys. For keypad programming information, see Firm key
Programming on page 42.
Handset and Cradle
The 5550 IP Console is equipped with a handset and cradle. Yo u can
adjust the slope of the cradle and detach it from (or attach it to) the
console keypad.
Mitel-approved headsets are also available for use with the console.
See page 10 for more information about using the handset or a
headset.
Keyboard Controls
Use the computer keyboard to search for Phone Book entries, ty pe
in the Scratch Pad or Bulletin Board, and execute softkey commands.
Softkeys (F1 – F12)
The softkeys are the F1 to F12 keys on your computer keyboard. Y ou
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.
Programmable Firmkeys
TRUNK STATUS Displays information about trunk (outside line) usage.
UNASSIGNED Allows you to program an unassigned (or “blank”) key to
suit your calling needs.
8 ♦ Getting Started
Starting and Closing the Mitel 5550 IP Console
The 5550 IP Console starts with the operator statu s set to “Operator
Absent.” To begin receiving calls, you must change the status to
“Operator Present.” For more information, see page 44.
To start the 5550 IP Console
• Start Windows.
• Type your user name and password.
• Click on your Windows desktop.
To close the 5550 IP Console
• On the File menu, click Exit.
Tools for System Programming and Maintenance
The 5550 IP Console provides access to tools used to program and
maintain the 3300 ICP. Access requires authorization (i.e., a user
name and password) and is usually restricted to trained tech nicians.
To access tools for system programming and maintenance
• On the File menu, click Connect to ESM or Connect to OPS
Manager.
Questions about Starting and Closing the 5550 IP Console
What happens to incoming calls when I close the 5550 IP Console
application?
If yours is the only console on the system, the system automatically switches
to Night Service 1. Calls then ring night bells or another designated answering
point. If there are other consoles, yours will switch to Operator Absent status
when you close the application. Other answering points will receive the calls
that would otherwise go to your console. For more information, see Day and
Night Service on page 40 and Operator Status on page 44.
What happens to incoming calls when I minimize the 5550 IP Console
window?
Calls still ring the console and can be answered by pressing the Answer key
on the keypad. If the Screen Pop option (see page 36) is enabled, the console
window also automatically maximizes.
What happens to calls if my computer stops working?
Usually, a nearby extension will serve as a backup answering position in the
event of a power failure or other problem that causes your computer to stop
working. Calls that normally ring the console would then ring the backup
extension.
Can I use other applications while the 5550 IP Console is running?
Yes, but keep in mind that having multiple applications open at the same time
as the console can adversely affect its performance. If possible, try to limit your
use of other applications to periods when call traffic is low.
My screen goes blank sometimes—why?
A power-saving feature built into the computer automatically reduces the
screen intensity when there has been no keyboard or mouse activity for
approximately two minutes. After approximately five minutes, the screen goes
blank. When you press the spacebar on the keyboard, the console screen will
reappear.
Getting Started ♦ 9
Adjusting the Console
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.
Console Ringer
To turn the console ringer on or off
•Select Ringer On or Ringer Off from the list in the
Console Status area.
When the ringer is off, the Incoming Calls display and the call waiting
icons ( ) provide the only indications that you have calls waiting.
To adjust the ringer volume
• While the console is ringing, press the key on the console
keypad to set the volume to the level you want.
Y ou can also use the Options command on the Tools menu to adjust
the ringer volume.
Console Keypad and Handset Cradle
Y ou can adjust the slope of the keyp ad and detac h (or attach) it from
the handset cradle. The angle of the cradle also adjusts via the hinged
attachment fitted to the back foot of the cradle.
To attach the handset cradle to the
console keypad
• Align the tabs on the clamp
with the slots on the bottom of
the keypad.
• Press to seat the tabs in the
slots.
To detach the clamp from the keypad
• Grasp the keypad as shown.
• Place your thumbs along the
edge of the clamp, and then
press down and away from the
keypad.
To detach the clamp from the cradle
• Using your finger or a tool such
as a screwdriver, push against either of the tabs as shown.
• While pushing on the tab, use the
other hand to twist the U-clamp
upward.
WARNING: Bending your wrist while
using the keypad for prolonged
periods can cause physical injury. To
minimize the risk of injury, adjust the slope of the keypad so that your
wrist is straight.
10 ♦ Getting Started
Handset/Headset
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.)
Connect Mitel-approved headsets only to the keypad. For a list of
approved headsets, see the 5550 IP Console Installation Guide.
The dual-use jack provides different audio levels for headsets and
handsets. Use the list to indicate which one—headset or handset—
is connected to the jack.
To set the dual-use jack for handset or headset operation
1. Plug the handset or headset into the dual-use jack ( ) on the
back of the console keypad.
2. Select Handset or Headset from the list in the Console Status
area.
To adjust the handset (or headset) volume during a call
• Press the key on the console keypad to set the volume to
the level you want.
Y ou can also use the Options command on the Tools menu to adjust
the volume. After selecting the command (either during a call or while
the console is idle) click Audio, and then drag the slider to set the
volume to the level you want.
Console Language
Text on the console screen can appear in English (the default),
French, Spanish, Dutch, Italian, or German. You can choose the
desired language during installation.
To change the console language
1. Choose Options on the Tools menu.
2. Select Language.
3. Select the language you want.
4. Click Apply or OK.
The change takes effect when you restart the console.
Console Time
Y ou can use either the 3300 ICP clock or the clock in your PC as the
time source for the console. Using the 3300 ICP clock is
recommended since it’s the time source for extensions in the system.
You should also use the 3300 ICP clock if you set wake-up calls for
guests. (Setting wake-up call applies to hotel/motel systems only.)
To set the console time
1. Choose Options on the Tools menu.
2. Select Time.
3. Select the option you want.
4. Click Apply or OK.
Unplugging the Handset or Headset
Unplugging the handset or headset from the console keypad automatically
enables the other if it is plugged in. If neither is plugged in, the console chang es
to Operator Absent status. Or, if you are the last active attendant, the system
goes into Night Service 1 mode.
Note that plugging the handset/headset back in does not change the Operator
status back to Present.
Unplugging the Handset or Headset
Call Handling Basics
12 ♦ Call Handling Basics
Call Handling Basics ♦ 13
Handling Calls in the Queued Calls Area
Y ou ha ve acce ss to three call-h andling tools from the Queued Call s
area of your console screen. Use these tools to manage queued calls:
• Incoming Calls – allows you to selectively answ er calls.
Incoming Calls shows recalls at the top of the list, then all other
calls either in order of arrival, or in order of assigned call-answering priority (if you have specified line priority). You can answer
calls in any order. See page 16 for details.
• Calls on Hold – allows you to view, an notat e, and transfer
the calls you have put on hold. Y ou ca n also use this display to
remind you of caller identity details before you return to a held
call. See page 23 for details.
• Transferred Calls – allows you to monitor and retrieve transferred calls that are ringing an extension. See page 21 for details.
You can customize each Queued Calls display by specifying which
columns you wish to see, and by resizing each column. See page 38
for more information.
Accessing the Queued Calls Displays
You can access any of the queued calls displays from the console
screen or from a programmable key on your keypad.
1. Click the corresponding tab in the Queued Calls area
or
2. Click the corresponding icon ( ,
or ) in the Menu area
or
3. Select the Calls menu followed by Incoming Calls, Calls on
Hold, or Transferred Calls
or
4. Press the associated programmable key on your keypad.
For information about programming keys, see page 42.
Monitoring Incoming, Held, and Transferred Calls
Use the queued calls display to view call information:
1. Access the appropriate queued calls display.
2. Scroll left or right using the scroll bar along the bottom of the
display
or
3. Move the mouse pointer over the call.
A pop-up like the one shown below appears and remains on
screen for 10 seconds or until you move the pointer away from
the call.
14 ♦ Call Handling Basics
Selecting Calls from the Queued Calls Displays
You can select calls using your mouse or your keypad.
1. Access the appropriate queued calls display.
2. Double-click on a call entry in the list
or
3. Press the Retrieve key, then enter the corresponding call ID digit
(1-9) from the corresponding queued calls list.
If you wish to select an Incoming or Transferred call that has an
ID digit of 10 or higher, double-click the call using your mouse.
Note: When you use the Retrieve key to answer a call, make sure
that the correct queued calls display is selected (visible) on your
console screen. For example, if you wish to select an incoming call,
but press Retrieve and a call ID digit when the Calls on Hold display
is visible, you connect to the held call with that ID digit.
Adding Notes to Calls in the Queued Calls Display
You can add notes to incoming and held calls, as well as annotate
calls with the name, number, location, and Busy Lamp Field st atus
of incoming and held calls. See page 23 for more information.
Questions about the Queued Calls Area
Why does my mouse pointer turn blue when I move it?
When you move your pointer over entries in any of the queued calls displays,
the mouse pointer turns blue to indicate that the list has momentarily “frozen”.
The list “freezes” (that is, stops moving) to make it easier for you to select
calls. This is especially helpful when your display is very active, with calls
entering and leaving it rapidly.
To keep your list “frozen” for more than a second or two, continue to move
your mouse pointer over the call entries as you decide which call to select.
Note: When your display is frozen, calls continue to queue. If you try
to select from your frozen list a call that has already been answered
while the list was frozen, a message indicates that the call is no
longer beng queued (for example, “no call to retrieve”).
What do the icons , and , which appear on the Queued Calls
tabs, indicate?
When an icon appears on a Queued Calls tab, the icon is your visual cue that
you have selected that tab.
• appears on Incoming Calls
• appears on Calls on Hold
• appears on Transferred Calls
What does the number in parentheses in the Incoming Calls, Calls on
Hold, and Transferred Calls tabs indicate?
The number that appears in parentheses on each of the Queued Calls tabs
shows how many calls are currently queuing in each display. For example,
Incoming Calls (3) shows that three incoming calls are being queued.
What does a flashing orange Queued Calls tab signify?
When a Queued Calls tab flashes orange, it alerts you that a call being queued
requires your attention (for example, an incoming call has arrived, or a held call
is recalling). The tabs will flash to alert you any time a call requires attention,
even if you have not selected that tab.
Call Handling Basics ♦ 15
Answering Calls
When a new call arrives at the console
• the bell rings (if it is turned on),
• the call appears in the Incoming Calls display, and
• a call waiting icon ( ) appears above the softkey associa ted
with the call.
When you have incoming calls, your screen may look similar to this:
You can answer calls several different ways:
•Press Answer
or
• Press the corresponding softkey to selectively answer a call
or
• Select a call from the Incoming Calls display
or
•Press Retrieve and the call’s ID digit.
Note: You cannot answer a new call until the one you are engaged
in is transferred, disconnected, or put on hold.
Answering Calls on a “First-come, First-served” or Line-Priority
Basis
The Answer key has a “first-come, first-served” hierarchy: recalls ar e
answered first, then all other calls either in order of arrival or in order
of call-answering (line) priority.
If you have assigned call-answering priority , the Answer key answers
calls arriving on high-priority lines before calls arriving on low priority
lines.
Note: To assign call-answering priorities to calls based on the
telephone number that the callers dial to reach the console, see
page 35.
To answer a call using the Answer key
1. Ensure both the Source and Destination areas are clear.
2. Press Answer.
Information about the call, such as the trunk name and number
for an external call or the caller’s name and extension number
for an internal call, is displayed in the Source area.
16 ♦ Call Handling Basics
Selectively Answering Calls
To select the call you want to answer, you can
• Press a softkey (for example, [Recall], [Dial 0], [External],
[WATS], etc.) to select a call based on the line the call is arriving
on
or
• Select a call from the Incoming Calls display to choose a call
based on specific call details (such as caller name or number).
Answering calls using softkeys
If more than one call is waiting at a particular softkey, then the calls
are answered on a “first-come, first-served” basis.
1. Use the icons ( ) in the Call Waiting area to help you decide
which type of call to answer first. The icon appears above the
softkey associated with the call type (external, recall, etc.). The
number below the icon shows how many calls of that type are
waiting. The icon color also shows how many calls of a particular
type are waiting: yellow for one call, blue for two, and red for
three or more calls.
2. Click the desired softkey.
In the example above, note that one [Recall] call, one internal [Dial
0] call, and two external calls are waiting. You can press
• Answer to connect to the recall; or
• [Dial 0] to answer the internal call; or
• [External] to answer the outside call that first arrived at the
console.
About the Call-Answering Softkeys
The call-answering softkeys are assigned by your communications
department to suit the types of calls your company receives.
Ask your communications department which type of calls it prefers you to
answer first.
The leftmost softkey is reserved for recalls (see Answering Recalls on
page 35), but the other softkeys may be programmed in a variety of ways. For
example, you might have softkeys labelled as follows:
• [Dial 0] and [External] to indicate whether a call is from outside the
system or inside; or
• [WATS] or [TIE] to tell you the type of trunk the call arrived on; or
• The department name (for example, [Sales]) assigned to the trunk.
Use the softkeys to guide you when answering a call.
For instance, when you see that a call is made from outside the system, your
company might want you to answer with a different greeting than you use for
internal calls or recalls. Use the form provided on page 61 to record your
company’s preferred greetings.
You can also use the Incoming Calls display to guide you when answering
incoming calls. See page 17 for more information about answering calls
using the Incoming Calls display.
Call Handling Basics ♦ 17
Answering calls from the Incoming Calls display
Y ou can use the Incoming Calls display to answer calls based either
on call priority or caller identity.
When an incoming call arrives, view the call information that appears
in the Incoming Calls display.
The Incoming Calls display is customizable, so you can select the
column of call information that you want to see, and you can re-size
the columns to show more or less information. See page38 for a list
of the call information columns that you can view and customize.
For details on how to access the Incoming Calls display , see p age 13.
To answer calls using the Incoming Calls display
1. Access the Incoming Calls display.
2. Double-click on a call entry in the list
or
Press the Retrieve key, followed by the corresponding call ID
digit from the Incoming Calls list
or
Press the Answer key to answer the highest-priority call.
Note: To use the Retrieve key to answer an incoming call, ensure
that the Incoming Calls display is selected (visible) on your console
screen. See page 14 for details about selecting queued calls.
Questions about Answering Calls
Why do I sometimes hear a short burst of ringing while I’m
handling calls?
Either a new call has arrived or a call on hold has recalled. As you are already
handling a call, the console only rings once. You may turn down your volume
control if you wish. You can also turn off the bell completely by using the
list in the Console Status area. (NOTE: This also turns off all other bell
indications except the Critical Alarm bell.)
What does the caller hear while I'm dialing the extension number?
Once you start to dial, the caller is on Consultation Hold until you have
completed dialing, established communication with the called party, and
released the caller to the called party. If music on hold is provided on your
system, the caller will hear music; otherwise silence.
Can I answer another call while still connected to the first?
No. Before you can answer a new call, you must transfer the current call to
another destination (see page 20), put it on hold (see page 23), or disconnect
it from the console by pressing Release.
Why do extension numbers appearing in the Source and Destination
area sometimes have a icon in front of them?
When it appears next to an extension, it means that the extension is designated
as private. Attendants see the name and number of the extension on their
screens; other extension users see “Private” on their display.
18 ♦ Call Handling Basics
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 extension
1. Dial the extension number from the console keypad.
Information about the extension appears in the Destination area.
If information about an answered call is currently in the Destina-
tion area, that information moves to the Source area as soon as
you start dialing.
2. Press Release
to release the call. If the extension is busy, the transferred call
will automatically camp on to the line to wait until it becomes
free. You can also handle the call in one of the following ways:
If the extension is busy
1. Press [Source]
and ask what the Source party would like to do. This leaves the
Destination information displayed so that you can easily take a
message and set Message Waiting on the destina tion extension,
if required. (See Message Waiting on page 43.)
or
2. Press Cancel
to cancel the call. The caller remains in the Source area, but the
information in the Destination area is lost, which makes setting
Message Waiting more difficult.
or
3. Press [Override]
to intrude into the Destination party’s call if permitted by your and
the extension’s Class of Service (see Override on page 44).
To call an outside number
1. Dial the External Line Access Code ( ______ )
1
.
2. Dial the telephone number.
Information about the outside call appears in the Destination
area.
Leaving a Callback
You can request a Callback after reaching a busy line (extension or
trunk). The system monitors the line and rings the console when the
line becomes free. Note that Callbacks on outside lines are used wh en
all system trunks are busy, not when the called party is busy.
To leave a Callback after reaching a busy line
•Press [Callback].
Placing an Outside Call for an Extension
Extension users can usually place their own calls. However, they
could ask you to place a call for them. Before dialing, you may want
to note the extension’s COR number (see Class of Restriction on
page 63). Check with your communications department for specific
instructions on how to handle such requests.
To place an outside call for an extension
1. Answer the call from the extension.
2. Dial the External Line Access Code ( ______ )
1
.
3. Dial the telephone number.
4. Press Release
to release the call from the console and connect the extension
to the outside line.
1 Use this space to record the digits you dial to access an outside line.
Call Handling Basics ♦ 19
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 ( ______ ).
1
System Speed Call – allows you to dial a telephone number by
entering a short access code. See System Speed Call on page 49.
Dial from Phone Book – useful when you don’t know the full name
of the person you are asked to find or you only know the person’s
location or department. See Phone Book on page46.
Dial from the Busy Lamp Field (BLF) - displays a list of phones,
with status icons beside them. You can use the [Call] button to dial
any of these monitored phones. See Busy Lamp Field on page 32.
Dial from the Scratch Pad – allows you to dial a telephone number
you typed on an electronic note pad. See Scratch Pad page 47.
Options
1 Use this space to record the digits you dial to access a specific trunk.
Questions about Dialing Telephone Numbers
Can I access a specific trunk?
Yes, you can select a specific trunk to dial out on.
• Dial the Individual Trunk Access Code ( ______ ).
*
• Dial the trunk number. Trunk numbers can be 1 to 4 digits long.
• When you hear dial tone, continue dialing the telephone number.
If you hear busy tone, the trunk is in use. You can
• Press [Override] to interrupt the call in an emergency
or
• Press Release or Cancel to release the console from the trunk.
What do I do if I make a mistake while dialing?
If you notice the mistake before you complete dialing, press Cancel, and
then re-enter the number.
If you realize you transferred a call to the wrong extension and you wish to
cancel the transfer and reconnect the caller, you can
•Press Recover
or
• Double-click the entry in the Transferred Calls list
See page 21 for more information.
Note: Y ou can recover a call that has been transferred, for warded,
and system-routed calls, as long as a call has not been answered
at an extension. Once the call has been answered at an extension,
you can no longer recover it.
* Use this space to record the digits you dial to access a specific trunk.
20 ♦ Call Handling Basics
Transferring (Extending) Calls
Y ou can transfer a call to an extension or an out side number . Use the
Transferred Calls display to view and retrieve a transferred call that
is ringing an extension.
When a transferred call is released, the call information appears in
the Tran sferred Calls display. This displ ay shows calls that have been
ringing an extension the longest at the top of the list, and the most
recently transferred calls at the bottom.
The Transferred Calls display is custo mizable, so you can select the
columns of call information that you want to see, and you can re-size
the columns to show more or less information. See page38 for a list
of the call information columns that you can view and customize.
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.
3. If you wish, access the Transferred Calls display to view the call.
Note: If the called party fails to answer within a time-out period, the
transferred call (if it is an outside line) returns to the console as a
Recall.
Reaching a Busy Number or an Extension with Do Not Disturb
Activated
If the dialed number is busy or the extension has Do Not Disturb
activated, do one of the following:
1. Press [Source]
to talk with the caller in Source without losing the Destination
information. T ell the caller the requested number is busy and a sk
if the caller wants to try again later or leave a voice mail message
for the busy party (see Options on page 19). Y ou can also t ake
a message and send the busy party a message waiting indication
(see Message Waiting on page 43).
or
2. Press Cancel and then dial a different number
if you think you can locate the requested party elsewhere
or
3. Press [Source], and then [Redial Dest]
to redial the same destination number
or
4. Press [Override]
to intrude into the extension user’s call (if permitted by your and
the extension’s Class of Service. See Override on page44.)
or
5. Press Release
to camp the caller on to the busy extension. (Camp-on is not
allowed if the extension has Do Not Disturb activated.) The extension user hears two beeps to indicate a call is waiting. When
the user hangs up, the extension rings and the waiting call is
automatically connected.
Note: If there is no answer af ter a time-out period, the transferred
call (if it is an outside line) returns to the console as a Recall.
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