Mitel 6865 SIP User Manual

Mitel 6865i SIP Phone

41-001566-05 REV03

RELEASE 4.1.0 SERVICE PACK 3 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.

Trademarks

The trademarks, service marks, logos and graphics (collectively "Trademarks") appearing on Mitel's Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries (collectively "Mitel") or others. Use of the Trademarks is prohibited without the express consent from Mitel. Please contact our legal department at legal@mitel.com for additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please refer to the website: http://www.mitel.com/trademarks.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

41-001566-05 REV03 - February 2016

®,™ Trademark of Mitel Networks Corporation

SOFTWARE LICENSE AGREEMENT

Mitel, hereinafter known as "Seller", grants to Customer a personal, worldwide, non-transferable, non-sublicenseable and non-exclusive, restricted use license to use Software in object form solely with the Equipment for which the Software was intended. This Product may integrate programs, licensed to Mitel by third party Suppliers, for distribution under the terms of this agreement. These programs are confidential and proprietary, and are protected as such by copyright law as unpublished works and by international treaties to the fullest extent under the applicable law of the jurisdiction of the Customer. In addition, these confidential and proprietary programs are works conforming to the requirements of Section 401 of title 17 of the United States Code. Customer shall not disclose to any third party such confidential and proprietary programs and information and shall not export licensed Software to any country except in accordance with United States Export laws and restrictions.

Customer agrees to not reverse engineer, decompile, disassemble or display Software furnished in object code form. Customer shall not modify, copy, reproduce, distribute, transcribe, translate or reduce to electronic medium or machine readable form or language, derive source code without the express written consent of the Seller and its Suppliers, or disseminate or otherwise disclose the Software to third parties. All Software furnished hereunder (whether or not part of firmware), including all copies thereof, are and shall remain the property of Seller and its Suppliers and are subject to the terms and conditions of this agreement. All rights reserved.

Software License Agreement

Customer's use of this software shall be deemed to reflect Customer's agreement to abide by the terms and conditions contained herein. Removal or modification of trademarks, copyright notices, logos, etc., or the use of Software on any Equipment other than that for which it is intended, or any other material breach of this Agreement, shall automatically terminate this license. If this Agreement is terminated for breach, Customer shall immediately discontinue use and destroy or return to Seller all licensed software and other confidential or proprietary information of Seller. In no event shall Seller or its suppliers or licensors be liable for any damages whatsoever (including without limitation, damages for loss of business profits, business interruption, loss of business information, other pecuniary loss, or consequential damages) arising out of the use of or inability to use the software, even if Seller has been advised of the possibility of such damages.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

IP Phone Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Key Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Key Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Keypad Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Plugging in and Starting the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Idle Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Incomplete Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

No Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Methods for Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Phone Options via the IP Phone UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Phone Options via the Mitel Web UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Phone Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Phone Status via IP Phone UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Finding Your Phone’s IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Phone Status via the Mitel Web UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Ring Tones and Tone Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Live Dialpad* . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Set Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Time and Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

User Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Resetting a User Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

Restarting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Table of Contents

Credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

Phone Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Emergency Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Line Keys and Programmable Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Multiple Line and Call Appearance Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Programmable Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Line Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Creating a Speed Dial Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Editing Speed Dial Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Do Not Disturb (DND) Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Busy Lamp Field (BLF) Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

BLF/List Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Automatic Call Distribution (ACD) Key (for Sylantro Call Managers) . . . . . . . . . . . . . . . . . . . . .73

XML Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Flash Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Sprecode Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Park/Pickup Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Last Call Return Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Call Forward Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

BLF/Xfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Speeddial/Xfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Speeddial/Conf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Speeddial/MWI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Directory Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Callers List Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Redial Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Conference Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Transfer Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Intercom Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Services Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Phone Lock Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Paging Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

Save Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Delete Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

None Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Discreet Ringing Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113

Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Dialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Using Handsfree Speakerphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114

Using a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Receiving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Answering an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118

Sending an Incoming Call to Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118

Handling Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Placing a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120

Conferencing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .122

Ending Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126

Managing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Callers List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

DND and Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138

Additional Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Display DTMF Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Play Call Waiting Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

Stuttered Dial Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159

XML Beep Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .160

Status Scroll Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161

Switch UI Focus to Ringing Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162

Call Hold Reminder During Active Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163

Call Hold Reminder (on single hold) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Call Waiting Tone Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Preferred Line and Preferred Line Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166

Goodbye Key Cancels Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168

Message Waiting Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169

Incoming Intercom Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

Table of Contents

Group RTP Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172

Shared Call Appearance (SCA) Call Bridging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

BroadSoft BroadWorks Executive and Assistant Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Star Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Model M680i and M685i Expansion Modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Using the Expansion Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .190

Troubleshooting Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Why is my display blank? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191

Why can’t I get a dial tone? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191

Why doesn’t my phone ring? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191

Why is the light not coming on with a new voicemail message? . . . . . . . . . . . . . . . . . . . . . . .191

Why is my handset not working? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

How do I find the IP address of my phone? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Why does my phone display the No Service message? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

How do I change my user password? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Why does my phone display Bad Encrypted Config? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

How do I restart the IP phone? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

How do I lock my phone? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192

Limited Warranty. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Warranty Repair Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

After Warranty Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Limited Warranty (Australia Only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Repair Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Warranty Repair Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

After Warranty Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Appendix A - Time Zone Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

WELCOME

The Mitel 6865i offers exceptional flexibility in a true enterprise grade SIP desktop phone that can support up to 24 lines, has Dual Gigabit Ethernet ports, and features a large 3.4" 128x48 pixel LCD display. Its soft white backlighting and large fonts making the screen easy to read in any lighting conditions. With its 8 programmable keys, XML capabilities, native DHSG/EHS headset support, a true HD handset and a speakerphone that delivers remarkable wideband HD audio quality, the Mitel 6865i SIP phone is ideally suited for the small to large business market that needs Gigabit throughput for PC connectivity.

ABOUT THIS GUIDE

This guide explains how to use your new 6865i phone. Not all features listed are available by default. Contact your System Administrator to find out which features and services are available on your system. Your System Administrator also has the ability to customize some features on this phone. For information on more advanced settings and configurations, administrators should refer to the Mitel SIP IP Phones Administrator Guide.

DOCUMENTATION

• Mitel 6865i SIP IP Phone Installation Guide – Contains installation and set-up instructions, general features and functions, and a basic list of configuration options. The Installation Guide can be downloaded from http://www.miteldocs.com.

• Mitel 6865i SIP IP Phone User Guide – Describes the most commonly used features and functions for an end user. The User Guide can be downloaded from

http://www.miteldocs.com.

• Mitel SIP IP Phones Administrator Guide – Describes how to set up the Mitel SIP IP phones on the network and contains advanced configuration instructions. The Administrator Guide is intended for the System Administrator and can be downloaded from

http://www.miteldocs.com.

PHONE FEATURES

• LCD screen with backlight

• Built-in-two-port, 10/100/1000 Gigabit Ethernet switch - lets you share a connection with your computer

• 8 programmable top keys

• Press-and-hold speeddial key configuration feature

• Supports up to 24 call lines with LEDs

• Wideband handset

• Wideband, full-duplex speakerphone for handsfree calls

• Headset mode support

• AC power adapter (sold separately)

• Enhanced busy lamp fields*

• Set paging*

*Availability of feature dependent on your phone system or service provider.

REQUIREMENTS

• SIP-based IP PBX system or network installed and running with a SIP account created for the 6865i phone.

• Access to a Trivial File Transfer Protocol (TFTP), File Transfer Protocol (FTP), Hypertext Transfer Protocol (HTTP) server, or Hyper Text Transfer Protocol over Secure Sockets Layer (SSL) (HTTPS).

• Ethernet/Fast Ethernet LAN (10/100 Mbps) (Gigabit Ethernet LAN [1000 Mbps] recommended).

• Category 5/5e straight-through cabling (Category 6 straight-through cabling required for optimum Gigabit Ethernet performance).

• Power source:

• For Ethernet networks that supply inline power to the phone (IEEE 802.3af) use an Ethernet cable to connect from the phone directly to the network for power (no 48V AC power adapter required if using Power-over-Ethernet [PoE]).

• For Ethernet networks that DO NOT supply power to the phone: Use only the GlobTek Inc. Limited Power Source [LPS] adapter model no. GT-41080-1848 (sold separately) to connect from the DC power port on the phone to a power source or Use a PoE power injector or a PoE switch.

Welcome

INSTALLATION AND SETUP

If your System Administrator has not already setup your 6865i phone, please refer to the Mitel 6865i Installation Guide for basic installation and physical setup. For more advanced administration and configuration information, System Administrators should refer to the Mitel SIP IP Phones Administrator Guide.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

IP PHONE KEYS

KEY PANEL

The following sections describe the various 6865i phone key functions and how they help you make and manage your calls and caller information. Images of the symbol keys and the symbol hardware platform are used throughout this document.









6865i Handset

High Quality Speakerphone









 











 

 







Volume Control

Mute Key















Message Waiting Lamp

Goodbye Key

Hold Key

Navigation/Select Keys

Transfer Key

Conference Key

Options Key















Keypad

Callers List Key

Redial Key

Line/Call Appearance Keys

Speaker/Headset Key

LCD Screen

Programmable Keys

KEY DESCRIPTION

The following table identifies the keys on the key panel of your 6865i IP phone that you can use for handling calls.

KEY DESCRIPTION

Goodbye Key - Ends an active call. The Goodbye key also exits an open list, such

as the Options List, without saving changes.

Hold Key - Places an active call on hold. To retrieve a held call, press the call appearance button beside the light that is flashing.

For more information, see “Placing a Call on Hold” on page 119.

Navigation/Select Keys - Pressing the UP and DOWN keys lets you view different status and text messages on the LCD display (if there is more than 1 line of status/text messages). These buttons also let you scroll through menu selections, such as the Options List.

Pressing the LEFT and RIGHT keys lets you view the different line/call appearances. While in the Options List, these keys allow you to exit or enter the current option. When you are editing entries on the display, pressing the LEFT key erases the character on the left; pressing the RIGHT key sets the option. Alternatively, pressing the center Select key sets the option as well on specific screens.

IP Phone Keys

Transfer Key - Transfers the active call to another number.

For more information, see “Transferring Calls” on page 120.

Conference Key - Begins a conference call with the active call.

For more information, see “Conferencing Calls” on page 122.

Options Key - Accesses services and options to customize your phone. Your System Administrator may have already customized some of your settings. Check with your System Administrator before changing the administrator-only options.

For more information, see “Phone Options via the IP Phone UI” on page 16.

Volume Controls - Adjusts the volume for the handset, ringer, and handsfree speaker.

Mute Key - Mutes the microphone so that your caller cannot hear you (the light indicator flashes when the microphone is on mute).

For more information, see “Mute” on page 117.

Callers List Key - Accesses a list of the last 200 calls received.

For more information, see “Callers List” on page 134.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

KEY DESCRIPTION

Redial Key - Accesses a list of the last 100 previously dialed numbers. Pressing the

Redial key twice redials the last dialed number.

For more information, see “Redial” on page 116.

Line/Call Appearance Keys - Connects you to a line or call. The Mitel 6865i IP phone supports two line keys, each with LED indicator lights.

For more information, see “Multiple Line and Call Appearance Keys” on page 57.

Speaker/Headset Key - Transfers the active call to the speaker or headset, allowing handsfree use of the phone.

For more information, see “Using Handsfree Speakerphone” on page 114 and

“Using a Headset” on page 115.

Programmable Keys - When programmed, allows you to easily perform up to 8 specific functions (e.g. Services, Directory, Callers List, Intercom, etc...) and access enhanced services provided by third parties (e.g. XML applications).

KEYPAD KEYS

The 6865i has a keypad with digits from 0 through 9, a * key, and a # key. Keys 2 through 9 contain the letters of the alphabet. The 6865i phone keypad includes the following:

KEYPAD KEY DESCRIPTION

0 Dials 0

1 Dials 1

2 ABC Dials 2

3 DEF Dials 3

4 GHI Dials 4

For more information, see “Programmable Keys” on page 58.

Dials the Operator on a registered phone

When entering text, this key enters A with one press, B with two presses, and C with three presses

When entering text, this key enters D with one press, E with two presses, and F with three presses

When entering text, this key enters G with one press, H with two presses, and I with three presses

5 JKL Dials 5

When entering text, this key enters J with one press, K with two presses, and L with three presses

IP Phone Keys

KEYPAD KEY DESCRIPTION

6 MNO Dials 6

When entering text, this key enters M with one press, N with two presses, and O with three presses

7 P QRS Dials 7

When entering text, this key enters P with one press, Q with two presses, R with three presses, and S with four presses.

8 TUV Dials 8

When entering text, this key enters T with one press, U with two presses, and V with three presses

9 WXYZ Dials 9

When entering text, this key enters W with one press, X with two presses, Y with three presses, and Z with four presses.

The * is called the star key. The # is called the number sign, pound key, or hash key, depending on one's nationality or personal preference. These can be used for special functions such as accessing voicemail. The star key and pound key functions are dependent on your country’s feature availability. Contact your System Administrator for more information about available functions using these keys.

These keypad keys can be used for any of the following on the phone:

• Dialing a phone number to make a call (see “Dialing a Number” on page 114).

• Entering digits or letters in the IP phone user interface.

• Programming a speed dial number (see “Creating a Speed Dial Key” on page 61).

• Pressing a speed dial key (see “Creating a Speed Dial Key” on page 61).

• Pressing the keys associated with a called Interactive Voice Response (IVR) system.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

GETTING STARTED

The 6865i must be set up and configured prior to its first use. This section describes phone behavior and start up screens you may see when the phone is first plugged in, or when it is restarted.

PLUGGING IN AND STARTING THE PHONE

The 6865i automatically begins the start up sequence as soon as it is connected. The phone goes through this process the first time you plug in your phone and every time you restart your phone.

Note: Some start up screens only appear the first time you connect your phone, or if your phone has been factory defaulted.

The phone displays the following startup screens:

Mitel 6865i

LLDP

Mitel 6865i

DHCP

Initializing

network

During the first start up, the 6865i phone attempts to contact the Redirection and Configuration Server for current server information. No personal information is transmitted

from the phone during this process.

Contacting Redirector

Getting Started

The 6865i phone may also look for configuration servers on your local network (press 4Skip to continue without checking for servers).

Auto Discovery

Skip

If appropriate servers are found they are listed for you to select from by scrolling down to view the complete list. (Press 3Skip to continue without selecting a server.).

1 Choose Server <Server Name> Skip Select

The 6865i phone then checks settings and looks for new configuration and firmware updates from a server. If a new update is found, the phone displays the message Updating Configuration. This may take a few moments while the phone downloads the latest updates.

Updating

configuration

Checking for new

firmware

Note: New updates to your phone can be automatically scheduled from the server. This is set up on the phone system by your System Administrator and should be scheduled during non-business hours or slow call periods.

WARNING: DO NOT UNPLUG OR REMOVE POWER TO THE PHONE WHILE IT IS CHECKING OR INSTALLING FIRMWARE AND CONFIGURATION INFORMATION.

If language packs were loaded to your phone by your System Administrator, the following screen displays during startup.

Downloading

Language Packs

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

When the configuration update is complete, the phone displays the following screens:

Network

DSP

SIP

Done

IDLE SCREENS

When the phone has successfully updated the configuration and connected to the network, the phone displays the Idle State screen:

The Idle State screen lists your name (SIP screen name), extension (or phone number), and the date and time. This screen is shown whenever your phone is not in use. The L1 in the upper corner in the above example indicates the idle screen for the first line appearance. You can use the left and right arrow keys to scroll through the idle screens for both line appearances on the 6865i.

The second display line shows the following temporary messages if the event occurs:

• No Service

• DHCP Failed

• Restarting

• New IP Obtained

John Smith 9055550055

Tue Aug 20 2:55pm

• Network Disconnected/Connected Note: Since Network Disconnected/Connected displays on two lines, the date and time

does not show if this event displays.

The second line can also display the following status messages, listed in order of display priority:

Getting Started

• Call Forward status

• DND (Do Not Disturb) On

• Number of missed calls

When more than one status message displays, the 2 is shown after the message to indicate that you can use the 2 and 5 navigation keys to scroll through the remaining messages.

John Smith

CFWD All

Tue Aug 20 2:55pm

Network Connected

INCOMPLETE CONFIGURATION

If your phone displays an Incomplete Config message without any extension or user name at the end of the start up sequence instead of an Idle state screen, this indicates the phone configuration that was downloaded from the configuration server is not complete or correct. Contact your System Administrator for assistance.

NO SERVICE

When the phone is not properly connected to the network, or the account has not been configured by the Network Administrator, the No Service or Network Disconnected prompt appears on the display and the telephone status light turns ON. Check that the cables are tightly connected to the phone and to the wall jack. The phone should automatically detect when the connection is reconnected and display the Network Connected prompt temporarily.

If changes have been made to your phone settings, you may need to restart your phone. For more information on restarting your phone, see “Restarting Your Phone” on page 51.

For more information about connecting your phone, refer to the Mitel 6865i Installation Guide or check with your System Administrator for assistance.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

METHODS FOR CUSTOMIZING YOUR PHONE

There are two ways to customize specific options on your phone:

• Using the Options key on the IP phone.

• Using the Mitel Web UI in an Internet browser window from your PC.

PHONE OPTIONS VIA THE IP PHONE UI

You can customize your phone by pressing the key and accessing the IP phone UI. These options allow you to customize the following phone settings.

OPTION NUMBER OPTION

1 Call Forward

1. All

2. Busy

3. No Answer

4. All Off

5. All On The menus that display for Call Forward are dependent on the Call Forward Mode set

on the phone. Default is Account mode. If the BroadSoft BroadWorks Executive and Assistant Services feature is enabled and

your phone is configured with the Assistant’s role, an additional Forward Filtering option may be available in the Call Forward menu. For information on the BroadWorks Executive and Assistant Services feature, refer to BroadSoft BroadWorks Executive

and Assistant Services on page 175.

OPTION NUMBER OPTION

2 Preferences

1. Tones

• Ring Tone

• Tone Set

2. Display

• Contrast Level

• Backlight

3. Speed Dial Edit

4. Live Dialpad

5. Set Audio

• Audio Mode

• Headset Mic Vol

• DHSG

6. Time and Date

• Time Format

• Daylight Savings

• Date Format

• Time Zone

• Time Server 1

• Time Server 2

• Time Server 3

• Set Time

• Set Date

7. Language

• Screen Language

• Input Language

Methods for Customizing Your Phone

3 Phone Status

1. IP&MAC Addresses

2. LAN Port

3. PC Port

4. Firmware Info

5. Error Messages

6. Copyright

4 Password

5 Admin Menu (Password Protected)*

6 Restart Phone

7 Credentials (available only if certain features are configured by your Administrator)

8 Directory

1. Display Name Order

2. Sorting Preferences

3. External Sources (available only if external directory sources are configured by your Administrator)

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

OPTION NUMBER OPTION

9 Phone Lock

Note: *The Administrator Menu options are Administrator-level functions only, and are not accessible by the user. These options should only be set up and changed by your System Administrator.

SIMPLIFIED OPTIONS LIST

Your System Administrator may configure a simplified Options List for your phone. The following table indicates the options that may appear on your phone if the simplified Options List is applied:

OPTION NUMBER OPTION

1 Call Forward

1. All

2. Busy

3. No Ans

4. All Off

5. All On The menus that display for Call Forward are dependent on the Call Forward Mode set

on the phone. Default is Account mode. If the BroadSoft BroadWorks Executive and Assistant Services feature is enabled and

and Assistant Services on page 175.

2 Preferences

1. Tones

• Ring Tone

• Tone Set

2. Display

• Contrast Level

• Backlight

3. Set Audio

• Audio Mode

• Headset Mic Vol

• DHSG

3 Phone Status

1. IP&MAC Addresses

2. LAN Port

3. PC Port

4. Firmware Info

5. Error Messages

6. Restart Phone

7. Copyright

Methods for Customizing Your Phone

OPTION NUMBER OPTION

4 Phone Lock

USING THE IP PHONE UI

IP PHONE UI

1. Press the key on the phone to enter the Options List.

2. Press the 5 and 2 keys to view the different options.

3. Press the key, the 4 Enter key, or press the number of the corresponding option to

select an option.

4. Change the selected option if required.

5. Press the key or the 4Set, or 4Done key to save the change.

6. Press the key, the 3 navigation key, or the key at any time to exit without

saving changes.

Note: For more information about customizing your phone using the available options from the IP phone UI, see the section “Customizing Your Phone” on page 27. For more information about Administrator options, contact your System Administrator.

PHONE OPTIONS VIA THE MITEL WEB UI

In addition to the IP phone UI options, you can customize additional options on the IP phone using the Mitel Web UI. In order to access your phone using the Mitel Web UI, you need to know your phone’s IP address. To find your phone’s IP address, see “Finding Your Phone’s IP

Address” on page 24.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

USING THE MITEL WEB UI

MITEL WEB UI

1. Open your web browser, enter the phone’s IP address or host name into the address field and press Enter. The following logon screen displays:

2. At the prompt, enter your username and password and click OK. The Status window displays for the IP phone you are accessing.

Note: For a user, the default username is user and the password field is left blank.

3. You can logout of the Mitel Web UI at any time by clicking Log Off.

Methods for Customizing Your Phone

The following categories display in the side menu of the Mitel Web UI: Status, Operation, and Basic Settings.

HEADINGS DESCRIPTIONS

Status The Status section displays the network status and the MAC address of the IP phone. It

also displays hardware and firmware information regarding the IP phone, and information about the SIP account(s) currently configured on the phone. The information in the Status window is read-only.

Operation User Password - Allows you to change the user password.

Phone Lock - Allows you to assign an emergency dial plan to the phone, lock the phone to prevent any changes to the phone and to prevent use of the phone, as well as reset the user password.

Programmable Keys - Allows you to configure up to 8 programmable keys with functions identified in the list below.

• None • Speeddial/Conf

• Line • Speeddial/MWI

• Speeddial • Directory

• Do Not Disturb (DND) • Filter

• BLF (Busy Lamp Field) • Callers List

• BLF/List • Redial

• Auto Call Distribution (ACD) • Conference

• XML (Extensible Markup Language) • Transfer

• Flash • Icom (Intercom)

• Sprecode • Services

• Park • Phone Lock

• Pickup • Paging

• Last Call Return (LCR) • Save

• Call Fwd (Call Forward) • Delete

• BLF/Xfer • Login

• Speeddial/Xfer • Discreet Ringing

Keypad Speed Dial - Allows you to assign a speed dial number to a specific digit on the phone’s keypad/dialpad for speed dialing purposes.

Expansion Module - Allows you to configure an additional 16 softkeys with an M680i Expansion Module or an additional 84 softkeys with an M685i Expansion Module if it is attached to the phone. This option displays on the side menu of the Mitel Web UI only if an Expansion Module is attached.

Directory - Allows you to copy the Callers List and Local Directory from your IP phone to your PC.

Reset - Allows you to restart the IP phone when required.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

HEADINGS DESCRIPTIONS

Basic Settings

Preferences - Allows you to enable/disable the following:

• Display DTMF Digits

• Play Call Waiting Tone

• Stuttered Dial Tone

• XML Beep Support

• Status Scroll Delay (seconds)

• Switch UI Focus to Ringing Line

• Call Hold Reminder During Active Calls

• Call Hold Reminder

• Call Waiting Tone Period

• Preferred Line

• Preferred Line Timeout (seconds)

• Goodbye Key Cancels Incoming Call

• Message Waiting Indicator Line

• DND Key Mode

• Call Forward Key Mode This category also allows you to configure:

• Incoming Intercom Call Settings

• Group Paging RTP Settings

• Ring Tones (global and per-line basis)

• Time and Date Settings

• Language Settings Account Configuration - Allows you to configure DND and Call Forward by account.

You can have multiple accounts on the 6865i. Custom Ringtones - Allows you to upload up to 8 custom WAV file ringtones on the

phone that can be used as your incoming ring tone. For more information on custom ring tones, see “Installing Custom Ring Tones

Using the Mitel Web UI” on page 31.

PHONE STATUS

You can view the status of your phone using the IP phone UI or the Mitel Web UI.

PHONE STATUS VIA IP PHONE UI

The Phone Status option on the IP phone displays the status of your phone to the LCD display.

This option allows you to view your phone’s:

• Network status including your phone’s IP and MAC addresses

• Local Area Network (LAN) port information

• PC Port information (if PC link exists)

• Firmware information

• Error messages from the last reboot or startup

• Copyright information

Phone Status

IP PHONE UI

1. Press on the phone to enter the Options List.

2. Select Phone Status.

3. Select the option you want to view:

• IP&MAC Address

• LAN Port

• PC Port

• Firmware Info

• Error Messages

• Copyright

The option you select displays to the screen. Use the 2 and 5 keys to scroll the through the content displayed on screen.

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

FINDING YOUR PHONE’S IP ADDRESS

If you want to access your phone’s options using an Internet browser, you need to enter the IP address of the phone in the browser to open the Mitel Web UI. Use the following procedure to find your phone’s IP address.

IP PHONE UI

1. Press the key on the phone to enter the Option List.

2. Select Phone Status and press the key or 4 Enter key.

Phone Status

Next Enter

3. Select IP&MAC Addresses and press the key or 4 Enter key.

IP&MAC Addresses

Next Enter

The IP address of your 6865i IP phone displays in the IP Address field.

IP Address

10.40.50.112 Next Enter

PHONE STATUS VIA THE MITEL WEB UI

Use the following procedure to view the phone status via the Mitel Web UI.

MITEL WEB UI

1. Open your web browser, enter the phone’s IP address or host name into the address field and press Enter.

2. In the Username/Password window, enter your username and password and click OK.

The Status window displays for the IP phone you are accessing.

Note: The default username is user and the password field is left blank

Note:

Phone Status

This Status window displays the status of your phone, which includes the following information:

• Network Status

• Hardware Information

• Firmware Information

• SIP Status

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

SIP ACCOUNT STATUS

The IP phones show the SIP registration status on the IP phone’s Status screen in the Mitel Web UI.

The following table describes the status conditions that can display for the account.

STATUS CONDITION DESCRIPTION

Registered Displays this status on accounts that HAVE been registered with the SIP proxy

server. Example: Line SIP Account Status Backup Registrar Used? 1 650@proxy.com:5060 Registered Yes where:

• Account Number is 1

• SIP Account is 650@proxy.com on port 5060

• Status is Registered

• Backup registrar is used (Yes)

SIP Error Number Displays on accounts when registration fails with the SIP proxy server.

Example: Line SIP Account Status Backup Registrar Used? 4 653@proxy.com:5060 401 No where:

• Account Number is 4

• SIP Account is 653@proxy.com on port 5060

• Status is 401 - Unregistered if SIP registration fails

• Backup registrar is used (No)

CUSTOMIZING YOUR PHONE

The following paragraphs describe the options available from either the IP phone UI, the Mitel Web UI, or both, and provide procedures applicable to the option.

RING TONES AND TONE SETS

You can configure ring tones and ring tone sets on the IP phone.

RING TONES

There are several distinct ring tones a user can select to set on the IP phones. In addition to the 15 pre-installed ringtones, custom ring tones can be manually installed through the Web UI and selected for use (if enabled by your Administrator). You can enable/disable these ring tones on a global or per-line basis.

The following table identifies the valid settings and default values for each type of configuration method:

Ring Tones

Customizing Your Phone

CONFIGURATION METHOD VALID VALUES DEFAULT VALUE

IP Phone UI Global

Tone 1 to 15 Silent Custom Ring Tone 1 to 8

(if available)

Mitel Web UI Global:

Tone 1 to 15 Silent Custom Ring Tone 1 to 8

(if available)

Lines 1 to 24 Per-Line Setting:

Global Tone 1 to 15 Silent Custom Ring Tone 1 to 8

(if available)

Global Setting: Tone 1

Per-Line Setting: Global

Ring Tone Sets

In addition to ring tones, you can configure ring tone sets on a global-basis on the IP phone. Ring tone sets consist of tones customized for a specific country. The ring tone sets you can configure on the IP phones are:

• Australia

• Brazil

Mitel 6865i SIP Phone Release 4.1.0 SP3 User Guide

• Canada

• Europe (generic tones)

• France

• Germany

• Italy

• Italy2

• Malaysia

• Mexico

• Russia

• Slovakia

•UK

• US (Default)

When you configure the country's tone set, the country-specific tone is heard on the phone for the following:

• Dial tone

• Secondary dial tone

• Ring tone

• Busy tone

• Congestion tones

• Call waiting tone

• Ring cadence pattern

You configure global ring tones and tone sets using the IP phone UI and Mitel Web UI. Installing a custom ring tone can be performed using the Mitel Web UI only.

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