Mitel 8660 User Manual

MITEL

8560/8660

Phone User Guide

8560/8660 Phone Quick Reference Guide

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

Feature Buttons

Most of the following feature codes work when your
phone is idle. However, if you are on an active call or if
the phone is off-hook, you may need to press

(Special) to activate the feature before you enter

the feature code.
If you make a mistake when entering numbers or

characters, you can press the MUTE button to move the
cursor to the left and delete the characters entered, or
you can press

Button Action

CALL Selects an outside line or answers a

IC Answers an intercom (internal) call.
MUTE Mutes the microphone. Left/backspace

DND Turns DND mode on or off.
PAGE Selects a page zone to place a page.
STN SPDL Views or accesses Station Speed-Dial

SYS SPDL Views or accesses System Speed-Dial

CNF Places a conference call.
REDIAL Redials a telephone number.
TRANSFER Transfers the current call.
MSG Connects to silent and voice messages.

FWD Forwards the call to the specified

ANSWER Answers calls.
OUTGOING Selects an outgoing line for external

* to cancel the feature.

Activates features while on active calls.

Provides volume control.
Scrolls through feature options.
Activates Handsfree Mode.
Turns speaker on and off.

Places the current call on hold.

call.

when entering dialpad characters.

numbers.

numbers.

Toggles between Alpha Mode and
Numeric Mode.

number. Right/forward when entering
dialpad characters.

calls.

Commonly Used Feature Codes

Contact your system administrator for more information
about system features.

Feature Code

ACD Agent – Log In/Out 328
Automatic IC Call Access – On/Off 361
Automatic Trunk Call Access – On/Off 360
Background Music – On/Off 313
Call Forward – All Calls 355
Call Logging 333
Conference 5
Default Station 394
Directory 307
Display Time And Date 300
Do-Not-Disturb – On/Off 372
Handsfree – On/Off 319
Headset – On/Off 317
Hold – Individual 336
Hold – System 335
Hunt Group – Remove/Replace 324
Message – Cancel Left Message 366
Message – Delete Message 368
Message – Leave Message 367
Message – View Messages Menu 365
Microphone Mute – On/Off 314
Page Receive – On/Off 325
Personal Call Routing – On/Off 364
Personal Call Routing Handoff 388
Program Buttons 397
Program Station Password 392
Programmable Buttons – Default 395
Queue (Callback) Request 6
Record-A-Call 385
Reverse Transfer (Call Pick-Up) 4
Ring Tone Selection 398
Station Speed Dial 382
Station Speed Dial – Programming 383
Switch Keymap 399
System Forward – On/Off 354
System Speed Dial 381
View Button Assignments 396

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009

Answering Calls

Lift the handset, or press (Speaker) to answer
a call while using a headset or to answer a call in
Handsfree Mode.

Placing Emergency Calls

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

Placing Internal (Intercom) Calls

With or without the handset lifted, dial the
extension number. If you enter incorrect digits,
you can press the MUTE button to move the
cursor backward, deleting the last digits entered.
If you are using Handsfree Mode, listen for the
double tone, and then begin to speak.

Placing External Calls

Press the OUTGOING button or enter the
Outgoing Call access code (8 is the default
code), and then dial the number.

Redialing External Numbers

With or without the handset lifted, press the
REDIAL button. The system automatically
selects a line and dials the number.

Placing Conference Calls

1. While on the first call, press the CNF button to
place the call on hold. CALL NEXT PARTY TO
CNF appears.

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

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

4. Press the CNF button again or the CONNECT
TO CNF menu button to start the conference.
CNF IN PROGRESS appears.

Viewing and Responding to Messages

1. With the handset on-hook, press the MSG
button. Messages are displayed as first in/first
out. If there is more than one message, you can
repeatedly press the MSG button or the NEXT
and PREVIOUS menu buttons to scroll through
the messages.

2. When the desired message is displayed, press #
or lift the handset for privacy, and then press # or
the Reply menu button to respond. (If your
handset is off-hook and you press the MSG
button, you automatically place a call to the party
or message center that left the message.)

T ransferring Calls to Other Extensions

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

2. Do one of the following:

• Wait for an answer, announce the call, and

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

• Hang up to transfer the call and disconnect

the call from your phone.

Forwarding Calls

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

2. Enter the extension number, or press the
OUTGOING button or enter the Outgoing Call
access code (8 is the default code), and then dial
the telephone number.

Using Do-Not-Disturb

1. Press the DND button, and then do one of the
following:

• Press (Up) or (Down) to scroll

through the messages.

• Enter the two-digit number for the DND

message.

2. If applicable, enter the additional text for the
DND description.

3. Press (Speaker) or the ACCEPT menu button,
or lift and replace the handset.

Placing a Page Announcement

1. Press the PAGE button.

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

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

Mitel® 8662 IP Phone User Guide – Issue 13, September 2009

Notice

Enter provider information above.

This guide is released by Mitel Networks Corporation and provides information necessary to use 8560/8660 Phones.
The guide contents, which reflect current Mitel standards, are subject to revision or change without notice.

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

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

If you do not know the contact information for your local provider, use the “Strategic Partners & Re sel l e rs – Mitel
Partner Locator” link at the top of the Mitel home page

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

®

is a registered trademark of Mitel Networks Corporation.

Mitel
All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks

Corporation. All rights reserved.
©2003–2009 Mitel Networks Corporation
Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or

promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse
any copyrighted component of this work in other works must be obtained from Mitel.

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

[e-mail]

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page i

Important Safety Instructions and Precautions

Remember the following safety guidelines when using the phone.

Programming Emergency Numbers

Make sure to do the following when programming emergency numbers and/or making test calls to emergency
numbers:

• Remain on the line and briefly explain to the dispatcher the reason for the call.

• Perform tests during off-peak hours such as early morning or late evenings.

Safety Notices

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

Notice Description

Caution indicates a potentially hazardous situation which, if not avoided, may result in minor
or moderate injury and/or damage to the equipment or property.

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

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

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

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

Maintenance and Repair

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

NOTE

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

Product Disposal Instructions

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

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

Page ii Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Power Requirements

CAUTION

Phone Damage Hazard. If you are using an IP phone, make sure it is connected to the proper power supply before

powering on. Contact your system administrator for more information.

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

• Inter-Tel Power Supply Unit, part number 806.1114 or 806.1117 (Europe), or Mitel Universal Power Supply Unit,

part number 828.1766

• Red Hawk Single Port PowerSense

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

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

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

TM

, Part Number 901.0407

Software and Firmware Updates

If you are using an IP phone, it IP may require occasional software updates when new versions are available. The
phone is configured to download the updates automatically. Contact your system administrator for more information.
During the download process several messages are shown on the display that indicate the status of the download.
The final display message, FIRMWARE DOWNLOAD SUCCESS or BOOT DOWNLOAD SUCCESS, indicates that
the software or firmware update was downloaded successfully.

Immediately following the download your phone will re-synchronize with the telephone system by performing a reset.
When the display returns to your extension number, your user name, the time of day, and the date, the reset is
complete and you can use your phone again. During a reset, your phone (and all connected devices) lose
connectivity with the network for approximately 10 -20 seconds.

CAUTION

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

software.

Software Compatibility

Depending upon which software version your telephone system is using, some of the features included in this guide
may not be available for your phone. Check with your system administrator to see which software version your
telephone system currently uses and if there ar e any feature restrictions for your system.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page iii

Phone Usage

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

WARNING

When using your phone equipment, basic safety precautions should always be followed to reduce the risk of
fire, electric shock and injury to persons, including the following:

• Do not use this product near water, for example, near a bath tub, wash bowl, kitchen sink or laundry tub,

in a wet basement, or near a swimming pool.

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

of electric shock from lightning.

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

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

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

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

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

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

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

Page iv Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Notice to Canadian Customers

The Class B digital apparatus complies with Canadian ICES-003.

Notice to U.S. Customers

This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of
the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a
residential installation. This equipment generates, uses, and can radiate radio frequency energy and, if not installed
and used in accordance with the instructions, may cause harmful interference to radio communications. Ho w ev er,
there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful
interference to radio or television reception, which can be determined by turning the equipment off and on, the user is
encouraged to try to correct the interference by one or more of the following measures:

• Reorient or relocate the receiving antenna.

• Increase the separation between the equipment and receiver.

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

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

Notice to European Customers

We, Mitel Networks LTD.

Of, Mitel Castlegate Business Park

Portskewett

Caldicot

NP26 5YR

UK

Declare that for the hereinafter mentioned product the presumption of

conformity with the applicable essential requirements of

DIRECTIVE 1999/5/EC OF THE EUROPEAN

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

Mitel Phones: 8560/8660

Any unauthorized modification of the product voids this Declaration.

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

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page v

Contents

Contents

Getting Started 1

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

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

Feature Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Message Indicator Lamp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Menu Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Programmable Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Dialpad Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Phone Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

IP Phone Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Phone Signals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Comfort and Safety Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Headset Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Personalizing Your Phone 9

Adjusting the Viewing Angle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Changing Volume Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Changing the Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Adjusting the Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Listening to Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Changing the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Using Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Additional Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Default Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Outside Line Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

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

Programming Programmable Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

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

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

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

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

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page vii

Contents

Answering and Placing Calls 17

Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Answering Waiting Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Using Automatic Call Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Redirecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Using Automatic Trunk Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 8

Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Placing Emergency Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Placing Internal Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Requesting a Callback (Queuing the Phone). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Using Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Off-Hook Voice Announce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Placing External Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Using System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Using Station Speed Dial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Storing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Using the Dialpad Buttons to Enter Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Dialing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Deleting Speed-Dial Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Assigning Speed-Dial Entries to Programmable Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Call Features 27

Using Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Entering a Hookflash. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Transferring Calls to Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Transferring Calls to External Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Reverse Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Viewing Your System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Viewing Caller ID Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Page viii Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Contents

Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Manual Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Personal Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Adding a Conference Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Transferring a Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Dropping Out of a Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Ending a Conference and Placing all Parties on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Group Listen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Call Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Secondary Extension Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Entering a Remote Programming Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Using Remote Programming to Change the Password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Remote Programming to Change DND Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Remote Programming to Forward Ca lls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Remote Programming for Personal Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Messages 41

Using Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Leaving Messages at Other Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Viewing and Responding to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Canceling Messages Left at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Deleting Waiting Inter-Station Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Using Reminder Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Paging Other System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Placing a Page Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Enabling or Disabling the Page Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page ix

Contents

Hunt Groups 47

UCD and ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Logging in to ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Logging out of ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Stopping the ACD Hunt Group Wrap-up Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Other Hunt Group Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Diverting Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Hunt Group Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Accepting or Rejecting Agent Help Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Monitoring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Using Barge-in. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Stealing Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Troubleshooting 51

Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Index 55

Page x Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Getting Started

Welcome

The instructions in this guide are for using your 8560 Telephone or 8660 IP Phone. The Quick
Reference Guide located at the beginning of this user guide is an overview of frequently used

features.
Your phone should be powered on and ready to use. If the display is blank, or if the display

name, extension number, or time or date are incorrect, contact your system administrator for
assistance.

Because a variety of voice mail products work with the Mitel 5000 Communicatio ns Platform
(CP), this guide does not include voice mail instructions. For voice mail instructions, refer to the
voice mail user guide for your system. For example, refer to the Enterprise Messaging, Basic

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

system administrator for more information about your voice mail system.

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

NOTE

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

Getting Started

http://edocs.mitel.com). Contact your

About Your Phone

Your phone is equipped with a six-line display, a hearing aid-compatible handset, a Message
Indicator lamp, an internal speaker and microphone, and three types of buttons.

See “Feature Descriptions” on p age2 for more information about the phone features.

1 – Handset 5 – Programmable buttons
2 – Display 6 – Dialpad buttons
3 – Message Indicator lamp 7 – Feature buttons
4 – Menu buttons 8 – Speaker

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 1

Getting Started

Feature Descriptions

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

page 1 for phone feature locations.

Handset

The handset provided with this equipment is hearing aid compatible (HAC). If you are using a
headset or if you are in Handsfree Mode, you do not need to use the handset.

Display

The phone has a six-line display. When the phone is idle, the top two lines show user and
system information, including:

• Extension number

• User name

• Time and date

• Call information (during a call)

• Message indication (after messages are received)

Following are the feature display abbreviations:

Abbreviation Word or Phrase

ACCT CODE Account Code
CNF Conference
DEST Destination
DIR Directory
DND Do-Not-Disturb
EXT Extension
LOGS Call Logging
MSG Message
RCL Recall
SPKR Speaker
SPKRPHN Speakerphone
STN SPD Station Speed Dial
SYS SPD System Speed Dial
TFR Transfer
TG Trunk Group (a group of outside lines)
TRNK Trunk (an outside line)
MISSED (number) Missed Calls

Page 2 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Getting Started

Message Indicator Lamp

The Message Indicator lamp flashes or stays lit to indicate call, message, and feature activity.
See “Using Messages” on page 41.

By default, the Message Indicator lamp is lit when you receive new messages.

NOTE

Message Indicator lamp signals are described in the following table.

Message Indicator Lamp Signal Description

Rapidly flashing You have an incoming call.
Slowly flashing You have a waiting message or callback message.
On You are on a call or using a feature.
Off Your phone is idle.

However, this lamp can be programmed for other functions. Contact your system
administrator for more information.

Menu Buttons

The phone has eight dynamic menu buttons at the top of the display that change depending on
the feature and menu currently shown. You can use the menu buttons to view and select feature
options.

Programmable Buttons

Most of the buttons on your phone are preprogrammed by the system administrator. However,
you can program some of the phone buttons for quick access to features or speed-dial entries.
See “Using Programmable Buttons” on page 11 for instructions.

Dialpad Buttons

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

Speaker

The speaker provides audio for handsfree calls and background music. See “Using Handsfree
Mode” on page 27 for information about handsfree calls. See “Listening to Background Music”
on page 10 for more information about background music.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 3

Getting Started

Feature Buttons

Feature buttons provide quick access to commonly used features. See the following table for
descriptions.

Button Action

(Special) Activates features while on active calls. Depending on how your system

is configured, you may need to press this button before you dial a
feature code.

(Up) (Down)

(Speaker) Activates Handsfree Mode (speakerphone). See “Using Handsfree

(Hold) Places the current call on hold.
CALL Selects an outside line or answers a call.
IC Answers an intercom (internal) call.
MUTE Mutes the microphone.

DND Turns DND mode on or off. See “Using Do-Not-Disturb” on page 43.

Provides volume control for the ringer, handset, and speaker.
Scrolls through feature options.

Mode” on page 27.
Activates features.

Left/backspace when entering dialpad characters. See “Using the
Dialpad Buttons to Enter Characters” on page 22.

PAGE Selects a page zone to place a page.
STN SPDL Views or accesses Station Speed-Dial numbers.
SYS SPDL Views or accesses System Speed-Dial numbers.
REDIAL Redials a telephone number or saves the last number dialed.
CNF Places a conference call.
TRANSFER Transfers the current call.
MSG Connects to inter-station and voice messages.

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

FWD Forwards the call to the specified number.

Right/forward when entering dialpad characters. See “Using the Dialpad

Buttons to Enter Characters” on page 22.
ANSWER Answers calls.
OUTGOING Selects an outgoing line for external calls.

Page 4 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Phone Connectors

PC ports 1-3
24V Power port LAN/Power port

Back of Phone

Headset port Handset port

(8660 IP Phone only)

The phone connectors include:

• Headset port: Connects to a headset.

• Handset port: Connects to a handset.

• 24 V Power port: Connects to a 24VDC external power supply (8660 IP Phones only).

• Personal Computer (PC) Ports 1-3: Connect to PCs or any other 10/100 Ethernet

devices (8660 IP Phones only).

• LAN/Power port: Connects to a network hub or a switch (8660 IP Phones only).

Getting Started

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 5

Getting Started

IP Phone Exceptions

The 8660 IP phone looks and functions almost identically to the 8560 Telephone, with the
following exceptions:

• The 8660 IP Phone has additional ports on the back that are used for Internet and power

connections (see “Phone Connectors“ above).

• The 8660 IP Phone does not support the DSS/BLF unit (see page 15).

• The 8660 IP Phone does not support the Off-Hook Voice Announce Feature (see

page 20).

Contact your system administrator and your local Mitel provider for important information about
dialing emergency services before using your 8660 IP phone.

Phone Signals

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

• Any buttons that are lit or blinking indicate call or feature activity.

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

reset or powered on.

• The following actions may cause an error tone:

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

To correct, hang up and try again.

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

happens, you must start over.

• “Off-hook” means the handset is in use. “On-hook” means the handset is idle.

WARNING

Comfort and Safety Tips

Observe the following comfort and safety tips when using the phone:

• Do not cradle the handset: Prolonged use of the handset can lead to neck, shoulder, or

back discomfort, especially if you cradle the handset between your neck and shoulder. If
you frequently use the phone, you might find a headset more comfortable. See“Headset
Instructions” on page 7.

• Adjust the viewing angle: The built-in stand tilts to give you a better view of the buttons.

See “Adjusting the Viewing Angle” on page 9.

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

hearing loss, keep the volume at a moderate level. You can adjust the volume levels of the
handset receiver or headset. See “Changing Volume Levels” on page 9.

Page 6 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Headset Instructions

When using a headset, press (Speaker) to connect to or disconnect from calls.
If you have both a headset and a handset connected to your phone and you are using the

headset, you can quickly transfer audio to the handset by lifting the handset from the cradle.
Press to transfer the call back to the headset before replacing the handset in the cradle.

The headset must be HAC.

NOTES

T o connect and activate the headset:

1. Insert the headset jack into the Headset port located on the back of the phone. See

2. Dial 317 to turn the headset on. HEADSET MODE ON appears.

T o turn off Headset Mode and activate the handset and speakerphone:

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

“Phone Connectors” on page 5.

Dial 317. HEADSET MODE OFF appears. The handset or speakerphone is now
activated.

Getting Started

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 7

Personalizing Your Phone

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

Adjusting the Viewing Angle

You can tilt the phone stand for a better view of the buttons and display.

T o adjust the viewing angle:

1. Position the bottom of the phone base on a flat surface.

2. Tilt the phone to the desired angle.

3. Place the “feet” of the support mechanism in the holes on the base to secure the position
of the phone.

Changing Volume Levels

You can change the following volume levels:

• Ringer (alerting tone)

• Handset

• Headset

• Background music

• External speaker

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

Personalizing Your Phone

To change a volume level:

1. While using the feature, press (Up) to increase the volume, or press (Down) to
decrease the volume.

2. Press the center of the button to save the setting.

Changing the Ring Tone

You can select one of nine different ring tones.

To change the ring tone:

1. With the handset on-hook, dial 398.

2. Do one of the following to listen to (or turn off) ring tones:

• Press 0or the RINGER OFF menu button to turn the ringer off.

• Press (Up) or (Down) or 1 to 9 to listen to ring tones.

• Press the PREVIOUS or NEXT menu buttons to listen to and select a ring tone.

3. Press (Speaker), #, the ACCEPT menu button, or lift and replace the handset to
select the ring tone.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 9

Personalizing Your Phone

Adjusting the Display Contrast

You can adjust the display Contrast setting.

To adjust the Contrast setting:

1. While the handset is on-hook, dial 303.

2. Do one of the following:

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

• Press a number on the dialpad (1 = lightest, 8 = darkest) that corresponds to your

desired contrast level.

3. To save the setting, press # or (Speaker).

Listening to Background Music

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

T o turn background music on or off:

313 to turn background music on. BACKGROUND MUSIC ON appears. Dial 313 to

Dial
turn background music off.

Changing the Language

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

• American English

• British English

• Spanish

• Japanese

You can change the language by selecting the secondary language. Contact your system
administrator for more information.

To change the language:

Dial 301 to select either the primary or secondary language. The display shows text in the
selected language.

1

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

Page 10 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Using Programmable Buttons

For quick access, you can assign feature codes, extensions, speed-dial numbers, trunks, or
other resources to your programmable buttons. You can then press the programmed buttons to
activate features or place calls. See “Default Access Codes” and “Default Feature Codes” on

page 13 for code lists. You cannot reprogram the default button assignments. See

“Programmable Buttons” on page 3.

To program a button:

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

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

• not programmed, UNDEFINED KEY appears.

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

• not programmable, NON-PROGRAMMABLE KEY appears.

3. Enter the feature code, extension number, or speed-dial code (0 to 9) to be assigned to
the button.

Before assigning a speed-dial number to a button, the number must be

NOTE

After you program a button, you can:

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

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

transferred to voice mail you hear repeating double tones.

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

lamp.

The following table describes the lamp signals and the indicated call activity:

stored with either a Station or System speed-dial code. See “Using Speed
Dial” on page 21.

Personalizing Your Phone

Lamp Signals Description

Continuously Lit The extension is busy or off-hook.
Slowly flashing The extension is in Do-Not-Disturb (DND).
Quickly flashing The extension has a call ringing in.
Continuously flashing The extension is causing a “Station Off-Hook” system alarm.

Additional Programmable Buttons

You can also use the Direct Station Selection/Busy Lamp Field (DSS/BLF) unit to add additional
programmable buttons to your telephone. You can program buttons the same way as those on
the associated telephone as described earlier in this section. Contact your system administrator
for details.

• Direct Station Selection/Busy Lamp Field (DSS/BLF) units

• (8560 Telephones only) Mitel Programmable Key Module (PKM) 50 (aka the Model 8450

DSS/BLF unit)

• (8560 Telephones only) Mitel PKM 16 (aka the Model 8416 Mini-DSS unit)

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 11

Personalizing Your Phone

Default Access Codes

The following are default system access codes. If your system uses different codes, record the
codes in the “New Code” column for reference.

Outside Line Access Codes

Emergency Call 911 (999/112 Europe)
Outgoing Call (Default) 8
Select Line Group 1 to 208 92001 to 92208
Automatic Route Selection 92000

Extension Numbers

Attendant 0
Phone Extensions 1000 to 1999
Hunt Groups 2000 to 2299

Code Type Code New Code

Code Type Code New Code

Page 12 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Default Feature Codes

The following table lists default feature codes.2 If your system administrator changes any of the
default codes, you can record the new codes for reference in the “New Code” column.

Most of the following feature codes work when your phone is idle. However, if you

NOTE

T o delete the characters entered:

T o cancel the feature:

Account Code – Follow Calls 25 391
Account Code – Optional 25 390
ACD Agent – Log In 47 326
ACD Agent – Log In or Log Out 47 328
ACD Agent – Log Out 47 327

are on an active call or if the phone is off-hook, you may need to press
(Special) to activate the feature before you enter the feature code.

Press MUTE to move the cursor to the left and delete the characters entered.

*.

Press

Personalizing Your Phone

Feature Page Code New Code

ACD Agent – Wrap-up Terminate 48 329
Agent Help – Reject 48 376
Agent Help – Request 48 375
Answer Ringing Call 17 351
Automatic IC Call Access – On and Off 18 361
Automatic Trunk Call Access – On and Off 18 360
Automatic Trunk Answer 31 350
Background Music – On and Off 10 313
Barge-in 49 386
Call Forward – All Calls 31 355
Call Forward – If Busy 31 357
Call Forward – If No Answer 31 356
Call Forward – No Answer/Busy 31 358
Call Logging 36 333
Change Language 10 301
Conference 34 5
Default Station 16 394
Directory 24 307
Display Time And Date 30 300
Do-Not-Disturb 43 370
Do-Not-Disturb – Cancel 43 371

2. These features shown may or may not be enabled for your system.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 13

Personalizing Your Phone

Do-Not-Disturb – On and Off 43 372
Do-Not-Disturb – Override 43 373
Group Listen 36 312
Handsfree – On and Off 27 319
Headset – Off 7 316
Headset – On 7 315
Headset – On and Off 7 317
Hold – Individual 28 336
Hold – System 28 335
Hookflash (Recall in Europe) 28 330
Hunt Group – Remove 49 322
Hunt Group – Remove/Replace 49 324
Hunt Group – Replace 49 323
LCD Contrast Control 10 303
Message – Cancel Left Message 42 366
Message – Delete Message 42 368
Message – Leave Message 41 367

Feature Page Code New Code

Message – Menu 42 365
Microphone Mute – On and Off 27 314
Page 45 7
Page Receive – On and Off 45 325
Personal Call Routing On 32 363
Personal Call Routing Off 32 362
Personal Call Routing On/Off 32 364
Personal Call Routing Handoff 32 388
Program Buttons 11 397
Program Station Password 37 392
Programmable Buttons – Return to Default 16 395
Queue (Callback) Request 19 6
Record-A-Call 35 385
Redial 20 380
Redirect Call 18 331
Reminder Message 44 305
Reminder Message – Cancel 44

306
Remote Programming 37 359
Reverse Transfer (Call Pick-Up ) 29 4
Ring Intercom Always – On and Off 27 377

Page 14 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Personalizing Your Phone

Feature Page Code New Code

Ring Tone Selection 9 398
Station Monitor 49 321
Station Speed Dial 21 382
Station Speed Dial – Programming 21 383
Steal Call 49 387
System Forward – Off 31 353
System Forward – On 31 352
System Forward – On and Off 31 354
System Speed Dial 22 381
Switch Keymap 16 399
Transfer To Hold 29 346
Transfer To Ring 29 345
View Programmable Button Assignments 15 396

Programming Programmable Buttons

Programmable buttons provide one-button access to extensions, trunks, features, or other
resources. Each button has a Line Status Indicator that works the same way as those on the
associated telephone.

To program a programmable button:

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

2. Press the programmable button, and then enter the number to be assigned to the button.

After you program a programmable button , you can:

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

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

transferred to voice mail you hear repeating double tones.

• Visually monitor the call activity of the assigned extension.

The following table describes the lamp signals and the indicated call activity:

Lamp Signals Description

Continuously Lit The extension is busy or off-hook.
Slowly flashing The extension is in Do-Not-Disturb (DND).
Quickly flashing The extension has a call ringing in.
Continuously flashing The extension is causing a “Station Off-Hook” system alarm.

You can also use the following units to add additional programmable buttons to your phone.
Contact your system administrator for details:

• Direct Station Selection/Busy Lamp Field (DSS/BLF) units

• (8560 Telephones only) Mitel Programmable Key Module (PKM) 50 (aka the Model 8450

DSS/BLF unit), which has 50 programmable buttons

• (8560 Telephones only) Mitel PKM 16 (aka the Model 8416 Mini-DSS unit), which has 16

programmable buttons

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 15

Personalizing Your Phone

Viewing Button Assignments

You can view programmable button (key) feature assignments.

To view button assignments:

1. With the handset on-hook, dial 396. PRESS THE KEY TO REVIEW appears.

2. Press any of the buttons to show the assignment.

3. Press # or (Speaker) to exit.

Resetting Programmable Buttons

You can reset programmed buttons to the default assignments. Resetting the programmable
buttons does not reset button assignments programmed by the system administrator.

T o reset the feature buttons to the default values:

With the handset on-hook, dial 395. FEATURE KEYS DEFAULTED appears.

Resetting the Phone to the Default Settings

Resetting the phone to the default settings does the following:

• Returns all volume settings to the default levels. See “Changing Volume Levels” on

page 9.

• Cancels Background Music. See “Listening to Background Music” on page 10.

• Cancels Callback (queue) requests. See “Requesting a Callback (Queuing the Phone)” on

page 19.

• Restores Handsfree Mode. “Using Handsfree Mode” on page 27.

• Cancels Manual Call Forwarding. See “Manual Call Forwarding” on page 31.

• Cancels System Forwarding. See “System Forwarding” on page 31.

• Cancels Do-Not-Disturb (DND). See “Using Do-Not-Disturb” on page 43.

• Restores Page settings. See “Paging Other System Users” on page 45.

• Resets hunt group calls. See “Hunt Groups” on page 47.

To return your phone to the default settings:

Dial 394. STA T ION DEFAULTED appears.

Switching Keymaps

Keymaps are the default button assignments on your phone. Your system administrator may
have programmed an alternate keymap, allowing you to switch between keymap assignments.
Contact your system administrator for more information.

T o switch between keymaps when your phone is idle:

With the handset on-hook, dial 399. The display shows either ALTERNATE (or)
ST ANDARD KEYMAP IS ACTIVE.

T o switch between keymaps during a call:

Press (Special), and then dial 399.

Page 16 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Answering and Placing Calls

The following instructions describe how to answer and place internal and external calls and how
to use related features.

Answering and Placing Calls

NOTE

By default, internal (intercom) calls are assigned to the IC button, and external
calls are assigned to the CALL buttons.

Answering Calls

Your phone may be preset to automatically answer incoming internal calls in Handsfree Mode.
See “Using Handsfree Mode” on page 27. After disabling Handsfree Mode, you can use your
handset or headset to answer incoming calls.

To answer a call:

Lift the handset, or press (Speaker) to answer a call while using a headset, or to
answer a call in Handsfree Mode.

If you are currently on a call, press the flashing IC or CALL button to answer a waiting
call. See ““Answering Waiting Calls”” in the following section.

Answering Waiting Calls

If you receive a call while you are on another call, you hear a “call waiting” tone, the IC or CALL
button flashes, and the display shows the Caller ID information (if available).

To answer a waiting call:

Press the flashing IC or CALL button. This places the first call on hold and connects you
to the waiting call. You can also place the first call on hold before you answer the waiting
call. See “Placing Calls On Hold” on page 28.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 17

Answering and Placing Calls

Using Automatic Call Access

Automatic Call Access connects you to incoming internal or external calls when you pick up the
handset or press (Speaker). When Automatic Call Access is turned off, you must press the
flashing IC or CALL button to answer incoming calls.

To use Automatic Call Access for incoming IC calls:

With the handset on-hook, dial 361 to turn on. AUTO IC ACCESS ON appears. Dial 361
to toggle back and turn Automatic Call Access off.

To use Automatic Call Access for incoming external (trunk) calls:

With the handset on-hook, dial 360 to turn Automatic Call Access on for incoming
external calls on. AUTO TRNK ACCESS ON appears. Dial 360 to turn Automatic Call
Access for incoming external calls off.

Redirecting Calls

You can redirect incoming calls to another extension or external number. You can use the menu
buttons to redirect calls to the following destinations:

• SEND TO V-MAIL: Sends the call directly to your voice mailbox. You must have a mailbox

to use this destination.

• IC CALL TO DND: Places your phone in DND Mode and blocks the call. See “Using Do-

Not-Disturb” on page 43.

• SEND TO DEST: Redirects the call to the extension or phone number entered.

T o redirect calls:

1. While a call is ringing, dial 331 or press the menu button as previously described. See
“Using Automatic Line Access” on page 18."

2. If applicable, enter the extension number or press the Outgoing button (or 8), and then
enter the external number, or enter the DND code (see page 43). The call is redirected
to the destination specified.

Using Automatic Trunk Answer

You can use Automatic Trunk Answer to answer incoming external calls for other internal parties
who are members of an “Answer Access” list.
Access lists. Contact your system administrator for Answer Access list extensions.

Automatic Trunk Answer answers calls in the order they are received (that is, the first call
received by any extension in the Answer Access list is the one answered).

To use Automatic Trunk Answer:

1. When an incoming external call is ringing at another Answer Access list extension, lift
the handset or press (Speaker).

2. Dial 350 or press the flashing Trunk <number> button.

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

Page 18 Mitel

1

Your system administrator creates Answer

®

8560/8660 Phone User Guide – Issue 13, September 2009

Placing Calls

The following instructions describe how to place calls and related features.

Placing Emergency Calls

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

Placing Internal Calls

Internal calls are calls placed to other extensions in the system. Internal calls are assigned to
the Intercom (IC) button on your phone. Contact your system administrator for a list of extension
numbers.

To place an internal call:

With or without the handset lifted, dial the extension number. If you enter incorrect digits,
you can press the MUTE button to move the cursor backward, deleting the last digits
entered.

If you are using Handsfree Mode, listen for the double tone and then begin to speak.

If there is no answer or if the extension is busy, you can do the following:

• Request a callback (queue). See “Requesting a Callback (Queuing the Phone)” bel ow.

• Camp-on to the busy extension. See “Using Camp-on” below.

• Use Off-Hook Voice Announce to contact the party. See “Off-Hook Voice Announce”

below.

• Leave a message. See “Leaving Messages at Other Extensions” on page 41.

Answering and Placing Calls

Requesting a Callback (Queuing the Phone)

When you request a callback (queue the phone), the system automatically calls to connect you
to the extension when it becomes available.

T o request a callback:

If there is no answer or if the extension is busy, press the QUEUE menu button or

(Special) followed by 6, and then hang up. QUEUE REGISTERED FOR <name>

appears. When the extension becomes available, your extension rings.

T o cancel the callback request:

Press the CANCEL QUEUE menu button or 6. QUEUE REQUEST CANCELED appears.

Using Camp-on

Camp-on keeps you connected to the called extension until it becomes available. You cannot
use Camp-on if the called extension is in DND, or if the call is forwarded to voice mail. See
“Using Do-Not-Disturb” on page 43.

To use Camp-on:

Stay on the line and wait for the extension to become available—do not hang up. If
Camp-on is enabled, you hear Music-on-Hold while you are waiting.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 19

Answering and Placing Calls

Off-Hook Voice Announce

Off-Hook Voice Announce2 allows you to talk to the phone user on his or her handsfree
speakerphone, even though the user already has a call in progress on the handset.

NOTE This feature is not available on the 8660 IP Phone.

To use Off-Hook Voice Announce:

Do not hang up. After the busy signals stop, you are automatically connected and may
speak. (If you hear music or if the phone is in DND mode, your off-hook voice announce
call will not go through.) This feature is not available if your phone has the Ring Intercom
Always feature enabled.

Placing External Calls

The following sections describe features used when placing external calls.

To place an external call:

1. Press the OUTGOING button, an unlit CALL button, or enter the Outgoing Call access
code (the default code is 8).

2. Dial the number.

NOTES

If you cannot place an external call because all outgoing lines are busy, you
can request a callback, which prompts the system to contact you when a line
is available. See “Requesting a Callback (Queuing the Phone)” on page 19.

If you are prompted for an account code (indicated by a single beep), you
must enter an account code before you can place your call. See “Using
Account Codes” on page 25.

Depending on system configuration, you may also be able to use one of the following methods
to select an outgoing line:

• Enter the Select Line Group feature code. The default codes are 92001 to 92208.

• Enter the Automatic Route Selection (ARS) feature code. The default code is 92000.

Contact your system administrator for more information about using Single Line Group or ARS
access codes.

Redialing a Number

You can quickly redial the last external number dialed. Although most phones are programmed
to redial the last number dialed, your system administrator can program your phone to redial the
last number saved. You cannot redial extension numbers.

To use Redial, do one of the following:

• With or without the handset lifted, press REDIAL. The system automatically selects a line

and dials the number.

• With or without the handset lifted, press OUTGOING or the Outgoing Call menu button

and then the REDIAL menu button. The number is dialed.

T o use the Last Number Saved feature:

• To save the last number dialed: While the phone is idle or while listening to intercom dial

tone, press REDIAL. LAST OUTSIDE NUMBER SAVED appears.

• To redial the saved number: After selecting a line, press REDIAL. The number is redialed.

NOTE

2. Applies to 8560 Telephones only. This feature may or may not be enabled for your system.

Page 20 Mitel

If there is no redial number available, the display shows NO NUMBER
TO DIAL.

®

8560/8660 Phone User Guide – Issue 13, September 2009

Using Speed Dial

You can use speed dial to quickly dial stored phone numbers. Speed-dial numbers are either
stored in the system (System Speed Dial) or in your phone (Station Speed Dial).

Using System Speed Dial

Your system administrator assigns Speed-Dial location numbers, which are available to
everyone in the system. Contact your system administrator for more information.

To view or dial System Speed-Dial numbers:

1. Dial 381. REVIEW SYS SPEED # <code range> appears.

2. Do one of the following:

• Press (Up) or (Down) to scroll through the speed-dial locations.

• Enter the speed-dial location (000 to 999 or 0000 to 4999).

3. Press # to dial the number.

Using Station Speed Dial

You can use St ation Speed Dial to store phone numbers for your personal use. Other system
users do not have access to your Station Speed-Dial numbers.

Answering and Placing Calls

Storing Station Speed-Dial Numbers

You can store up to 10 Station Speed-Dial numbers.

To store a Station Speed-Dial number:

1. With the handset on-hook, dial 383. PROGRAM STN SPD (0-9) OR SCROLL appears.

2. Do one of the following:

• Press (Up) or (Down) to scroll through the speed-dial locations.

• Enter the speed-dial location (0 to 9).

3. Press # to select the location.

4. Enter the name of the speed-dial contact (up to 16 characters). For dialpad character
descriptions, see “Using the Dialpad Buttons to Enter Characters” on page 22.

5. Press # to save the name.

6. Enter the extension number or external number. If you are storing an external number,
enter the Outgoing Call access code (the default code is 8) before you enter the number.
Do not use hyphens or colons in stored speed-dial numbers.

7. Press # to save the location. STN SPD BIN # <number> UPDATED appears.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 21

Answering and Placing Calls

Using the Dialpad Buttons to Enter Characters

You can use the dialpad bu tto n s to en te r te xt or numbers for features such as Station Speed
Dial (see “Dialing Station Sp eed-Dial Numbers” on page 23) and Do-Not-Disturb (see “Using
Do-Not-Disturb” on page 43).

The following are guidelines when entering dialpad characters:

• Press (Message) to switch from Alpha Mode to Numeric Mode. The MSG button stays lit in

Alpha Mode—it is off in Numeric Mode.

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

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

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

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

• Press (Speaker), or lift and replace the handset to save entries.

T o use the dialp ad to enter characters:

Press the dialpad buttons as shown in the following table.

Button English/Spanish Characters

1
2
3
4
5
6
7
8
9
0

3

Number of Times Button is Pressed

1234567891011

1

-&()1

ABC ’ 2
DEF ! 3
GHI * 4

JKL#5
MNOñ 6
PQRS 7
TUV? 8

WXY Z 9
@: . , 0

Japanese (Katakana) Characters

A I U E O a
KA KI KU KE KO i
SA SHI SU SE SO u
TA CHI TSU TE TO e
NA NI NU NE NO o
HA HI FU HE HO tsu

MA MI MU ME MO ya

YA YU YO . , yu

RA RI RU RE RO yo

WA WO N pa ba long

1. Japanese characters are supported on Inter-Tel Protocol (ITP) Mode display phones only ,
and only if the Multilingual feature is enabled and Japanese is enabled as the secondary
language.

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

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

2. Press 2 once to enter an “A.”

3. Press 9 three times to enter a “Y.”

4. Press FWD to enter a space.

5. Press MSG to switch to Numeric Mode.

6. Press 3.

7. Press 1.

8. Press (Speaker), #, or lift the handset to save the entry.

3. Japanese characters are available only if the Multilingual feature is enabled and Japanese is installed as th e secondary
language.

Page 22 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Answering and Placing Calls

Dialing Station Speed-Dial Numbers

To dial a Station Speed-Dial number:

Do one of the following:

• Dial 382, and then enter the Station Speed-Dial location number (0 to 9). The

system dials the number.

• Press (Up) or (Down) to scroll through the speed-dial locations, and then

press # to select the location and dial the number.

You can also program buttons to dial Station Speed-Dial numbers. See “Assigning Speed-Dial
Entries to Programmable Buttons” on page 23 “.

Deleting Speed-Dial Entries

To delete a Station Speed-Dial entry:

1. With the handset on-hook, dial 383. PROGRAM STN SPD (0-9) OR SCROLL appears.

2. Do one of the following:

• Press (Up) or (Down) to scroll through the speed-dial locations.

• Enter the speed-dial location (0 to 9).

Press # or the ACCEPT menu button to select the location.

3. Press MUTE repeatedly until the name is erased, and then press #or the ACCEPT menu
button to continue.

4. Press MUTE repeatedly until the number is erased, and then press #or the ACCEPT
menu button. STN SPD BIN # <number> UPDATED appears.

Assigning Speed-Dial Entries to Programmable Buttons

You can assign Station or System S peed-Dial numbers to your programmable buttons. Before
assigning the speed-dial number to a programmable button, make sure the number has either a
Station or System Speed-Dial code assigned to it.

To program a System/Station Speed-Dial button:

1. With the handset on-hook, dial 397. PRESS THE BUTTON TO PROGRAM appears.

2. Press the feature button that you want to use as a speed-dial button.

3. Dial 382 (Station Speed Dial) or 381 (System Speed Dial).

4. Do one of the following:

• Press (Up) or (Down) to scroll through the speed-dial locations.

• Enter the speed-dial location (0 to 9 for Station Speed-Dial or 000 to 999 or 0000 to

4999 for System Speed Dial).

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 23

Answering and Placing Calls

Using the Directory

You can use the Directory to find internal or external contacts or find and activate system
features. The directory uses Intelligent Directory Search (IDS), which is similar to the “text on 9
keys” (T9) predictive search feature used for mobile phones. The Directory has the following
three subdirectories:

• Intercom: Find and dial internal numbers.

• Outside: Find and dial external numbers listed in the company directory.

• Feature: Find and activate system features.

When searching the directory, dialpad buttons can represent several characters, as shown in
the following table. As you enter characters, the entries that best match the characters entered
appear. The system connects the character sequence to possible directory matches. For
example, to find the name “Jones,” dial 56637.

Button Characters Represented

00
11
2 2 A B C a b c Ç â ä à å ç Ä Å á
3 3 D E F d e f é ê ë è É
4 4 G H I g h i ï î ì í
5 5 J K L j k l
6 6 M N O m n o ô ö ò Ö ó ñ Ñ
7 7 Q P R S q p r s
8 8 T U V t u v ü û ù Ü ú
9 9 W X Y Z w x y z ÿ
(Up) Scroll to next entry

(Down) Scroll to previous entry

*

# Activate selection

MUTE Move the cursor to the left, deleting existing charact er s

Previous versions of your system software may be programmed to use the Basic

NOTE

Search feature. With this feature, you do not have predictive search capabilities,
therefore, you may have to enter the complete contact or feature name using the
dialpad characters shown on page 22.

Cancel search

Page 24 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Answering and Placing Calls

T o search for a directory name or feature:

1. Dial 307, and then press one of the following:

• 1 for the IC directory.

• 2 for the Outside directory.

• 3 for the Feature directory.

• The Directory menu button (IC, OUTSIDE, or FEATURE).

2. Press the dialpad buttons to enter (up to 20) characters. See the table on page 24 for
dialpad button character de scri p ti ons.

3. Press
through the entries.

(Up) or (Down) or the >> (Next) or << (Previous) menu buttons to scroll

The IC directory may display two similar entries, one without an asterisk and
one with an asterisk. The entry without an asterisk is a primary extension.

NOTE

The entry with an asterisk is a secondary extension. See “Using Secondary
Extension Buttons” on page 37 for more information about primary and
secondary extensions.

4. Press #
number or activate a feature code.

or the menu button next to the entry while the display shows the entry to dial a

Using Account Codes

Account codes record information for telephone record reports. You may be required to enter
account codes when placing calls. Contact your system administrator for more information
about using account codes.

There are three types of account codes:

• Standard account codes: Automatically entered into the telephone record report

whenever you place a call.

• Forced account codes: Entered before you can place an outside call.

• Optional account codes: Entered at any time during a call.

To enter an optional account code:

1. While off-hook, press (Special), and then dial 390.

2. Enter the optional account code, and then press #.

To set an account code for all calls placed from your phone:

Dial 391 followed by the account code, and then press #. ACCOUNT CODE ACCEPTED
appears. This code is used for all calls made from your phone until it is disabled.

T o disable the code:

Dial 391, and then press #. ACCOUNT CODE CLEARED appears.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 25

Call Features

The following sections describe call-related features.

Using Handsfree Mode

You can use Handsfree Mode to activate the speakerphone.

The Ring Intercom Always feature prevents calls from being answered in Handsfree

NOTES

To use Handsfree Mode:

Using Ring Intercom Always

If another extension has Handsfree Mode enabled for incoming internal calls (see the previous
section), you can use Ring Intercom Always to override Handsfree Mode on the extension,
requiring the called party to pick up the handset to answer your call.

T o override Handsfree Mode for the current call:

1. Before you enter the extension number, press #. RING EXTENSION NUMBER appears.

2. Dial the extension number.

Mode (see the following section).
You cannot use Handsfree Mode if you are using a headset, or if you have more

than one phone assigned to an extension number.

With the handset on-hook, dial 319. HANDSFREE MODE ON appears on the display.
Dial 319 to turn Handsfree Mode off.

Call Features

Using Mute

To use Ring Intercom Always to always send non-hands free calls:

With the handset on-hook, dial 377. RING IC ALWAYS ON appears. Dial 377 to turn the
Ring Intercom Always off.

You can use Mute to temporarily turn off your microphone, preventing the other party on the call
from hearing you.

To mute or unmute the microphone:

While on a call, press MUTE. MICROPHONE MUTE ON appears. When the microphone
is muted, the Mute button lamp is lit. Press the UNMUTE menu button or MUTE again to
turn the microphone back on.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 27

Call Features

Placing Calls On Hold

You can place calls on either Individual Hold or System Hold.

• Individual Hold: Places an internal or external call on hold at your phone.

• System Hold: Places an external call on hold in the system. You can then pick up the call

from any phone that indicates a flashing Call button for the call, including the phone that
placed it on hold.

To place a call on Individual Hold:

1. Press (Hold). ENT E R EXTENSION NUMBER appears.

2. Hang up or place another call.

To place an outside call on System Hold:

1. Press (Special), and then dial

2. Hang up or place another call.

To return to a call that is on hold:

Press (Hold), and then lift the handset or press (Speaker). <Caller> WAS
HOLDING appears.

Entering a Hookflash

335. ENTER EXTENSION NUMBER appears.

Some telephone companies require you to enter a hookflash (a quick hang up and release) for
feature access.

To enter a hookflash:

While off-hook, press (Special), and then dial 330 or press the FLASH menu
button.

Page 28 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Transferring Calls

You can transfer calls to other extensions or external numbers. You can also transfer
conference calls. See “Transferring a Conference” on page 34 for more information.

If your system administrator has enabled Transfer-on-Connect for your phone, you

NOTE

Transferring Calls to Other Extensions

T o transfer a call to another extension:

1. While on the call, press (TRANSFER), and then enter the extension number.

2. Do one of the following:

Transferring Calls to External Numbers

are automatically connected to calls transferred to your extension after the
transferring party hangs up. If this option is turned off, you must press a CALL
button to answer calls transferred to your extension.

• Wait for an answer, announce the call, and then hang up. If the extension is

unavailable, press the flashing IC or CALL button to return to the caller.

• Hang up to transfer the call and disconnect the call from your phone.

Call Features

To transfer a call to an external number:

1. While on the call, press (TRANSFER).

2. Press the OUTGOING button or the Outgoing C al l access code (the default code is 8) to
select an outside line.

3. Dial the phone number.

4. Do one of the following:

• Wait for an answer, announce the call, and then hang up. If the extension is

unavailable, press the flashing CALL button to return to the caller.

• Hang up to transfer the call and disconnect the call from your phone.

Using Reverse Transfer

You can use Reverse Transfer (Call Pick Up) to answer calls that are ringing or holding at other
extensions. For example, if you receive a call while you are away from your desk, you can pick
up the call from another extension.

To use Reverse Transfer:

1. Lift the handset, and then press 4. ENTER EXTENSION NUMBER appears.

2. Dial the extension or hunt group number where the call is ringing or holding. The call is
transferred to the phone you are using and you are connected to the caller. See “Hunt
Groups” on page 47 for more information about using hunt groups.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 29

Call Features

Viewing Your System Information

If you are on a call, you can temporarily view your user information (your user name and your
extension number) and the date and time.

To display your user information and the date and time:

Press (Special), and then dial 300.

Viewing Caller ID Information

If you are currently connected to an external caller with Caller ID, you can toggle between the
caller’s name and number. If the name is unavailable, CANNOT ACCESS FEATURE appears.

To show the outside party’s name/ number:

Press (Special), and then dial 379.

Page 30 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Forwarding Calls

You can use Manual Call Forwarding or System Forwarding to forward calls.

Manual Call Forwarding

You can use Manual Call Forwarding to send incoming calls to another extension or external
number. The following table describes Manual Call Forwarding options.

Call Forward Feature Description Code/Menu Button

Call Features

Call Forward if No
Answer

Call Forward If Busy When your phone is busy, all incoming

Call Forward If No
Answer/Busy

To use Manual Call Forwarding:

1. Press FWD and then press one of the menu buttons as described in the table above.
ENTER FORWARD DEST appears.

2. Enter the extension number, or press the OUTGOING button or the Outgoing access
code (default code is 8), and then dial the telephone number. You can press the
MESSAGE CENTER menu button to forward calls to the Message Center (voice
mailbox)

To cancel a Manual Call Forwarding re qu est:

Do one of the following:

• Press the FWD button, and then press (Speaker), or lift and replace the handset. ANY

CALL FORWARD CANCELED appears.

• Or press the FWD button, and then press the FWD OFF menu button.

System Forwarding

All incoming calls are forwarded if not
answered. (The timer is set by the
system administrator.)

calls are forwarded without ringing.
All incoming calls are forwarded if your

phone is busy or if you do not answer.

1

. FWD ALL CALLS TO <number> appears.

356

NO ANSWER

357

BUSY

358

NO ANSWER/BUSY

You can use System Forwarding to route calls based on the type of call and the idle or busy
status of your phone. You cannot program the System Forward destination—you can only turn it
on or off. Contact your system administrator for more information.

To turn System Forwarding on or off:

Dial 354 to turn System Forwarding on. SYSTEM FORWARD ON appears. Dial 354
again to turn System Forwarding off.

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

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 31

Call Features

Using Personal Call Routing

When you enable Personal Call Routing on your phone, your incoming calls are automatically
routed to one or more preprogrammed associated destinations according to the routing steps
programmed for you.

Typically, your desk phone is configured to be your main extension. You may be programmed
for up to five associated destinations including:

• softphone

• home IP phone

• voice mail

• mobile phone

• home phone

Your desk phone, softphone, home IP phone and voice mail extensions are already
programmed in the system, so your system administrator can easily include them in your routing
steps. To include your mobile and home phone numbers in your routing steps, you will need to
provide these numbers to your system administrator.

Personal Call Routing also includes the Handoff feature, which includes the following functions:

• Push: The Handoff “push” function allows you to move an active call from your main

extension, typically your desk phone, to an associated destination without disconnecting
audio. The push function is useful if you are leaving the work area, but want to remain
connected to an active call. The push function rings all associated destinations (excep t
voice mail) and you select which device to use to answer the call. When you answer the
call, you are immediately connected to the other parties at the new destination. When the
call is switching over to the new destination, there may be a momentary break in audio,
which may be noticeable to the other parties on the call.

• Pull: The Handoff “pull” function allows you to pull a call that was previously routed to your

mobile or home phone back to the main extension. The pull function is useful if you
answer a call on your mobile phone and then return to your desk. After you pull a call back
to the main extension, the call is connected immediately and you can then access system
features such as conference, hold, and transfer.

The Handoff feature is only supported on your ma in extension, typically your

NOTE

Personal Call Routing includes the following feature codes:

desk phone. However, if you share a desk phone with one or more coworkers
and your main extension is a phantom extension, you cannot use the Handoff
feature.

• Personal Call Routing On: 363

• Personal Call Routing Off: 362

• Personal Call Routing On/Off: 364

• Personal Call Routing – Handoff (push and pull): 388

The following call types do not follow Personal Call Routing:

• Hunt group calls

• Hunt group announcement/overflow calls

• Transfer recalls, Hold recalls, Conference recalls, and Attendant recalls

A recall occurs when a feature cannot be completed or the feature times out,

NOTE

Page 32 Mitel

and the call returns to the originating extension. For example, a holding call
will recall the extension where it was placed on hold when the hold timer
expires.

®

8560/8660 Phone User Guide – Issue 13, September 2009

Call Features

When you enable Personal Call Routing, your incoming calls are routed as specified by the
routing type programmed for you by your system administrator. The table below provides
descriptions for the default routing types.

Routing Type Description

Mobile Twinning Calls simultaneously ring your desk phone and mobile phone, before

going to voice mail.

Delayed Mobile
Twinning

Check with your system administrator to see which routing type has been programmed for you.
Your administrator can modify these routing types by adding or removing routing steps, adding
or removing destinations, and changing the ring timers, if required.

To ensure that calls are routed correctly to your mobile and home phones, inform your system
administrator if either of these phone numbers change.

To enable Personal Call Routing:

Dial 363 or 364. PERSONAL ROUTING ON appears on the display.

T o disabl e Person al Call Routing:

Dial 362 or 364. PERSONAL ROUTING OFF appears on the display.

To answer a call routed to your mobil e or hom e phone:

1. Answer the call when it rings your phone. After you speak, the Personal Call Routing
prompt is played.

2. Do one of the following:

Calls ring your desk phone first, and then ring both your desk phone and
mobile phone, before going to voice mail.

• Press # to accept the call.

NOTE

You do not need to wait for the prompt to accept the call. You can
accept the call immediately by pressing the # button.

• Press * to send the call to the voice mailbox associated with your main extension

(not your mobile phone or home phone voice mailbox). If you do not have a voice
mailbox, the “Press *...” prompt is not played and the call is routed to your main
extension.

If you hang up, the call continues to follow your programmed routing steps.

To use the Personal Call Routing – Handoff “push” feature:

1. While on an active call at your phone, press (Special), and then dial 388.
HANDOFF IN PROGRESS appears on the display and the call rings all of your
associated destinations (except voice mail).

2. Answer the call at one of your associated destinations. For mobile and home phones,
press # to accept the call.

To use the Personal Call Routing – Handoff “pull” feature:

While on an active call on an associated destination device, lift the phone handset and
dial 388. A confirmation tone is played and the call is pulled back to your phone.

NOTE

To cancel the Personal Call Routing – Handoff feature:

If you enter the handoff feature code (388) and the display shows NO CALL TO
HANDOFF, the call cannot be handed off (see page 53).

While the handoff is in-progress, press (Special), and then dial 388. HANDOFF
CANCELLED appears on the display for your main extension.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 33

Call Features

Placing Conference Calls

You can place a conference call with up to three internal or external parties, for a total of four
parties, including yourself.

To place a conference call:

1. While on the first call, press the CNF button to place the call on hold. CALL NEXT
PARTY TO CNF appears.

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

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

4. Press the CNF button again or the CONNECT TO CNF menu button to start the
conference. CNF IN PROGRESS appears.

Adding a Conference Party

You can add a conference party during the conference.

T o add a conference party:

1. Press the CNF button or the ADD PARTY menu button. This leaves the conference
parties connected.

2. Place a call to the party to be added to the conference, and then announce the
conference. Press the CNF button twice or the CONNECT TO CNF menu button to add
the party and rejoin the conference.

Transferring a Conference

You can transfer an existing conference to another extension.

To transfer a conference:

1. During the conference, press TRANSFER, and then dial the extension number.

2. Announce the conference (if desired), and then hang up. CONFERENCE TFR from
<name> appears on the called party’s display. The party must then press the flashing
CNF button to connect to the conference.

Page 34 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Dropping Out of a Conference

You can drop out of a conference and return to the conference later.

To drop out of a conference:

Press the CNF button or (Hold), and then hang up. ENTER EXTENSION NUMBER
appears. This removes you from the conference but leaves the other parties connected.

To return to the conference:

Press the flashing CALL button. CONFERENCE WAS HOLDING appears, and you are
reconnected to the conference.

Ending a Conference and Placing all Parties on Hold

You can end a conference and place all conference parties on Individual Hold, allowing you to
toggle between the held parties and speak to one party at a time.

T o end a conference and place all parties on Individual Hold:

Press the CNF button, and then press (Hold). CONFERENCE PARTIES ON HOLD
appears.

T o toggle between the held callers:

Press (Hold) twice for internal parties or the flashing CALL button for external parties.

Call Features

Using Record-A-Call

You can use Record-A-Call to record an ongoing call as a mailbox message.2 You can then
retrieve the message from your voice mailbox. The Record-A-Call feature stays active after the
other party hangs up, so you can add to the recorded call with your own message. This feature
is not supported for peer-to-peer (P2P) calls. Contact your system administrator for more
information.

T o use Record-A-Call:

1. While on a call, press (Special), and then dial 385 to turn Record-A-Call on or
press the RECORD-A-CALL menu button. REQUESTING RECORD-A-CALL appears.

2. Enter the voice mailbox number where you want the recording saved. RECORD-A-CALL
IN PROGRESS appears, and both you and the calling party hear a confirmation tone (if
enabled).

NOTE

T o stop Record-A-Call:

Do one of the following:

• Press (Special), and then dial 385.

• Press the CANCEL RECORDING menu button.

• Hang up.

If your system administrator assigns the Record-a-Call voice mailbox
destination, you do not need to enter the voice mailbox number.

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

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 35

Call Features

Using Group Listen

You can use Group Listen to activate the speaker while you use the handset or headset to
continue speaking. This allows other people to hear the other party on the call while the other
party can only hear you (through the handset microphone). You cannot use Group Listen in
Handsfree Mode.

If are using the handset, the (SPEAKER) button lamp is unlit, even though the

NOTE

To use Group Listen:

speaker is on. However, if you are using a headset, the (SPEAKER) button
lamp is lit. If you press (SPEAKER) while on either the handset or headset you
disconnect the call.

While on a call, press (Special), and then dial
LISTEN ON appears, and you hear a confirmation tone. The other party does not hear
the confirmation tone. Dial 312 to turn Group listen off.

Using Call Logs

Call Logs are records of your most recent missed, received, and dialed calls.3 Up to 20 entries
can be stored in each call log.

You can use your Call Logs to:

• View recent call activity.

• View caller ID information.

• Return or redial calls.

To use Call Logs:

1. Dial 333or the LOGS menu button.

2. Select one of the following options:

• Press 1 (MISS) or the MISSED CALLS menu button for missed calls.

• Press 2 (RCV) or the RECEIVED CALLS menu button for received calls.

• Press 3 (DL) or the DIALED CALLS menu button for dialed calls.

• Press 4 (CLR) or the CLEAR LOGS menu button to clear all entries.

3. Press (Up) or (Down) or the >> (Next) or << (Previous) menu buttons to scroll
through the entries.

The display shows the party’s name and the extension or outside number (if available)
and the date and time.

If no Caller ID information is available, UNKNOWN CALLER appears.

To return a call or redial a number listed in a Call Log:

Press #or the CALL NOW menu button while the display shows the number.

To delete individual Call Log entries:

Press 0 to delete the displayed entry or press the DEL ALL menu button to delete all
entries in the current call log.

312 to turn group listen on. GROUP

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

Page 36 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Using Secondary Extension Buttons

You can use programmable buttons as Secondary Extension buttons.4 Secondary Extension
buttons are assigned to other extensions in the system (primary extensions). Because
Secondary Extension buttons are programmed by the system administrator, you cannot change
the buttons (for example, assign features to the buttons).

When programmed, you can use Secondary Extension buttons to:

• Place an internal call to the primary extension.

• View the call activity at the primary extension.

• Transfer calls to the primary extension.

• Answer a call that is ringing or holding on any CALL button at the primary extension.

Unless internal calls are set up by the system administrator to use CALL buttons,
you cannot use Secondary Extension buttons to answer ringing or holding internal
calls received by the primary extension.

NOTES

You can use Secondary Extension buttons to notify you when a given number of
calls are waiting at the primary extension.

If a Secondary Extension button is flashing (the primary extension has an
incoming call), you can press # before pressing the flashing Secondary Extension
button to the call the primary extension and not answer the incoming call.

Call Features

Remote Programming

You can use Remote Programming to access the Do-Not-Disturb (DND), Call Forwarding,
Personal Call Routing features from another system phone or an external phone.

A Direct Inward System Access (DISA) number is required to use Remote

NOTE

Entering a Remote Programming Password

Before using Remote Programming, you should enter a new password.

T o enter a Remote Programming password:

1. Dial 392. ENTER PASSWORD appears.

2. Enter your current password (the default password is your extension number), followed

3. Enter the new password followed by

4. Enter the new password again foll owed by #. DATABASE UPDATED appears.

To change the station password from another phone, see “Using Remote Programming to
Change the Password” on page 38.

Programming from an external phone. Contact your system administrator for more
information.

by #. CHANGE PASSWORD TO appears.

#. VERIFY PASSWORD appears.

4. Secondary Extension buttons must be programmed by your system administrator.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 37

Call Features

Using Remote Programming to Change the Password

You can use Remote Programming to change the station (phone) password.

To use Remote Programming to change the station password:

1. Do one of the following:

• Call your DISA number (provided by your system administrator). If necessary, enter

your DISA password.

• Use any phone on the system.

2. Dial 359.

3. Enter your extension number.

4. Enter your password followed by #.

5. Dial 392.

6. Enter the new password followed by

7. Enter the new password again foll owed by #.

#.

Using Remote Programming to Change DND Settings

See “Using Do-Not-Disturb” on page 43 for more information about using DND.

T o use Remote Programming to turn on DND:

1. Do one of the following:

• Call your DISA number (provided by your system administrator). If necessary, enter

your DISA password.

• Use any phone on the system.

2. Dial 359.

3. Enter your extension number.

4. Enter your password followed by #.

5. Dial 370.

6. Enter the DND message number (01 to 20), and then enter the second-line message
text (if applicable).

T o use Remote Programming to turn off DND:

Follow previous steps 1 through 4, and then dial 371.

Page 38 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Using Remote Programming to Forward Calls

See “Manual Call Forwarding” on page 31 for more information about Manual Call Forwarding.

T o use Remote Programming to turn on Manual Call Forwarding:

1. Do one of the following:

• Call your DISA number (provided by your system administrator). If necessary, enter

your DISA password.

• Use any phone on the system.

2. Dial 359.

3. Enter your extension number.

4. Enter your password followed by #.

5. Dial one of the following Call Forwarding feature codes:

• 355 (All)

• 356 (No answer)

• 357 (Busy)

• 358 (No Answer/Busy)

6. Enter either an extension number or 8 followed by a telephone number.

T o turn off Call Forwarding:

Dial 355, and then hang up.

Call Features

Using Remote Programming for Personal Call Routing

See “Using Personal Call Routing” on page 32 for more information about Personal Call
Routing.

T o use Remote Programming to enable Personal Call Routing:

1. Do one of the following:

• Call your DISA number (provided by the system administrator). If necessary, enter

your DISA password.

• Use any phone on the system.

2. Dial 359.

3. Enter your extension number.

4. Enter your password followed by #.

5. Dial 363 (Personal Call Routing On).

T o use Remote Programming to disable Personal Call Routing:

Follow steps 1. - 4. above, dial 362 (Personal Call Routing Off), and then hang up.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 39

Messages

The following sections describe how to use system messaging features, including:

Messages

• Inter-station messages: Inter-station messages are alerts sent to your phone by other

internal parties, notifying you to contact the party who left the message. The Message
button and Message Indicator lamp notify you of the new message. You can then either
delete the message or reply to the message, which automatically places a call to the party
who left the message.

• Do-Not-Disturb (DND) messages: Messages that other internal parties see when your

phone is in DND. See “Using Do-Not-Disturb” on page 43.

• Reminder messages: Messages that you can use to notify yourself of upcoming

appointments, meetings, and so on. See “Using Reminder Messages” on page 44.

• Pages: Announcements sent over phone speakers or external speakers. See “Paging

Other System Users” on page 45.

• Voice messages: System voice mail messages.

Because a variety of voice mail products work with the 5000 CP, this guide
does not include voice mail instructions. For voice mail instructions, refer to
the voice mail user guide for your system. For example, refer to the

NOTE

Enterprise Messaging, Basic Voice Mail, and Embedded Voice Mail Card
User Guide, part number 835.3205, or the NuPoint Messenger Messaging
User Guide (on the Mitel Web site

system administrator for more information about your voice mail system.

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

Using Messages

Following are instructions on how to use system messaging features.

Leaving Messages at Other Extensions

You can leave inter-station or voice mail messages for other internal parties.

To leave an inter-station or voice mail message for a busy IC extension:

1. Press MSG or the LEAVE MESSAGE menu button. HANG UP OR WAIT FOR MSG
CENTER appears.

2. Do one of the following:

• Hang up to leave an inter-station message. MESSAGE LEFT FOR <name>

appears.

• Stay on the line to connect to the message center (usually voice mail).

T o leave an inter-station message without placing an internal call:

1. Dial 367 (Leave Message), or press MSG and then press the LEAVE MESSAGE menu
button. LEAVE MESSAGE ON EXTENSION appears.

2. Enter the extension number. MESSAGE LEFT FOR <name> appears.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 41

Messages

Viewing and Responding to Messages

When you have new messages, the MSG button and Message Indicator lamp are lit. The
display shows the number of new messages.

The display shows new messages as follows:

• Inter-station messages sent by other internal parties are indicated by the party’s

programmed user name.

• Voice messages are indicated by FROM MBOX <your extension number>.

To view or respond to messages:

1. With the handset on-hook, press the MSG button. Messages are displayed as first in/first
out. If there is more than one message, you can repeatedly press the MSG button or the
NEXT and PREVIOUS menu buttons to scroll through the messages.

2. When the desired message is displayed, press # or lift the handset for privacy, and then
press # or the Reply menu button to respond. (If your handset is off-hook and you press
the MSG button, you automatically place a call to the party or message center that left
the message.)

Canceling Messages Left at Other Extensions

You can cancel messages left at other extensions.

T o cancel a message left at another extension:

1. Dial 366 or press MSG, and then press the CANCEL MESSAGE menu button. CANCEL
MESSAGE ON EXT # appears.

2. Enter the extension number where you left the message. MESSAGE CANCELED FOR
<name> appears.

Deleting Waiting Inter-Station Messages

You can delete waiting inter-station messages.

NOTE To delete waiting voice messages, you must connect to your voice mailbox.

To delete waiting inter-station messages:

1. Press MSG or the VIEW MESSAGE menu button. MSG <message information>
appears.

2. Press * or the DELETE menu button to delete the displayed message.

Page 42 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Using Do-Not-Disturb

You can use Do-Not-Disturb (DND) to stop calls and pages to your extension. When activated,
internal calling parties see your selected DND message. DND does not block queue callbacks,
recalls, and incoming external calls. The following table shows the 20 default DND messages. If
your system administrator changes your DND messages, you can record the new messages in
the “New Message” column for reference.

Code Default Message New Message Code Default Message New Message

01 Do-Not-Disturb 11 Out of Town ‘Til
02 Leave a Message 12 Out of Office
03 In Meeting Until 13 Out Until
04 In Meeting 14 With a Client
05 On Vacation/

Holiday ’Til

06 On Vacation/

Holiday
07 Call Me At 17 In Conference
08 At the Doctor 18 Away from Desk
09 On a Trip 19 Gone Home
10 On Break 20 Out to Lunch

Messages

15 With a Guest

16 Unavailable

You can enter a second line of text (up to 20 characters) for DND messages. For example, if
you select IN MEETING UNTIL, you can enter “3:30” on the second line. When other internal
parties try to call you, their displays show “IN MEETING UNTIL 3:30.”

T o turn on DND:

1. Press the DND button. SELECT DND MSG # (01-20) appears.

2. Do one of the following:

• Press (Up) or (Down) to scroll through the messages.

• Enter the two-digit number for the DND message from the table above.

• Press the SCROLL menu button, and then press the PREVIOUS or NEXT menu

buttons to scroll through the list.

3. Press # or the ACCEPT menu button message.

4. If applicable, enter the additional text for the DND description. See “Using the Dialpad
Buttons to Enter Characters” on page 22 for dialpad character descriptions.

5. Press (Speaker) or the ACCEPT menu button, or lift and replace the handset.

T o turn off DND:

Press the DND menu button, and then press DND OFF. DO-NOT-DISTURB OFF
appears.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 43

Messages

Using Reminder Messages

You can use Reminder messages to alert you at a selected time, up to 24 hours in advance. At
the selected time, the Reminder message signals you with eight short tones and your display
shows the message, even if you are on a call. The following table shows the 20 default
Reminder messages. If your system administrator changes your Reminder messages, you can
record the new messages in the “New Message” column for reference.

Code

T o set a Reminder message:

Default Message New Message

01 Meeting 11 Call Engineering
02 Staff Meeting 12 Call Marketing
03 Sales Meeting 13 Call Accounting
04 Cancel Meeting 14 Cancel DND
05 Appointment 15 Cancel Call Fwd
06 Place Call 16 Take Me di ca ti o n
07 Call Client 17 Make Reservation
08 Call Customer 18 Review Schedule
09 Call Home 19 Lunch
10 Call Corporate 20 Reminder

1. With the handset on-hook, dial 305. SELECT REMINDER MESSAGE # (01-20) appears.

2. Do one of the following:

Code

Default Message New Message

• Press (Up) or (Down) to scroll through the messages.

• Enter the two-digit number for the Reminder message from the previous table.

• Press the SCROLL menu button, and then press the PREVIOUS or NEXT menu

buttons to scroll through the list.

3. Press # or the ACCEPT menu button to select the message.

4. Enter the time you wish to receive the message in hours and minutes (for example, 0900
or 900 for 9:00) and then press #. The display shows the Reminder message state.

If your system is set for 24-hour format, enter the applicable time (1400 = 2:00 P.M.).
If your system is set for 12-hour display format, press 1 for A.M. or 2 for P.M.

T o cancel all Reminder message requests:

With the handset on-hook, dial 306. REMINDER MSGS CANCELED appears.

To clear a received Reminder message:

With the handset on-hook, press

*.

Page 44 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Paging Other System Users

You can place page announcements through phone speakers or external speakers (if
applicable). Y our system may use page zones to prevent announcements from transmitting
through every phone in the system. Each page zone contains a different combination of
extensions and external paging equipment.

Contact your system administrator for page zone information. You can use the following table to
save the page zone information for future reference.

Page Zone Name Number Description

Placing a Page Announcement

To place a page announcement:

1. Press the PAGE button.

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

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

Messages

Enabling or Disabling the Page Feature

You can enable or disable the Page feature for your extension. If your extension is assigned to
more than one page zone, the Page on and off feature code enables or disables your extension
for all pages zone (you cannot select individual zones).

To enable or disable paging for your phone:

Dial 325 to enable paging. PAGE RECEIVE ON appears. Dial 325 again to disable
paging.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 45

Hunt Groups

This chapter describes Hunt Groups and how to use Hunt Group features.

UCD and ACD Hunt Groups

Hunt groups are groups of internal parties (agents) who share a common (hunt group)
extension number. Calls can either be placed to the hunt group (using the hunt group extension
number) or to a specific agent (using the agent’s extension number). Hunt groups are
programmed by the system administrator.

Hunt groups types are either “UCD” or “ACD.”

• UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group

to receive calls.

• ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group

to receive calls. The system distributes calls to ACD hunt groups as follows:
o Agent IDs: Each agent is assigned an Agent ID number for logging in to the hunt group

(see the next section). Hunt group calls are distributed to logged-in agents according to
their Agent ID number instead of their extension number. Agents can log in to any ACD
hunt group phone.

o Extensions: Hunt group members do not use Agent IDs, and calls are distributed to

phones where the agents are logged in.

Hunt Groups

Logging in to ACD Hunt Groups

You must log in to an ACD hunt group to receive hunt group calls. To stop calls, you either log
out of the ACD hunt group or divert calls. See “Diverting Hunt Group Calls” on page 49.

Only one agent can be logged in to a phone.

NOTES

To log in to or out of all ACD hunt groups in which you are a member:

To log in to one or more ACD hunt groups:

1. Dial 326. The display shows AGENT LOGIN ACD HG #.

2. Do one of the following:

3. Enter your Agent ID (if applicable), or press # if you do not have an agent ID. The

If the ACD Agent ID Automatic Connect option is enabled for your hunt group and
you are using a headset, you are automatically connected to waiting calls when you
log in. However, the first call you receive after you log in rings until you answer it.
You are automatically connected to subsequent calls.

Dial 328 to log in followed by your Agent ID, if necessary. AGENT LOGGED INTO ALL
ACDS appears. Dial 328 to log out followed by your Agent ID, if necessary .

• Enter the ACD hunt group number.

• Press # to log in to all of your ACD hunt groups.

The display shows AGENT LOGIN AGENT ID.

display shows the log in status for one or all hunt groups.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 47

Hunt Groups

Logging out of ACD Hunt Groups

You can log out of all ACD hunt groups at once or log out of each hunt group one at a time.

T o log out of one or more ACD hunt group:

Do one of the following:

• Dial 328 to log out of all of your ACD hunt groups. The display shows AGENT

LOGGED OUT OF ALL ACDS.

• Dial 327 to log out of one hunt group at a time.

If you were logged in to only one hunt group, the display shows AGENT LOGGED
OUT OF HUNT GROUP <number>.

If you were logged in to more than one hunt group, the display shows AGENT
LOGOUT HG #. Enter the extension number of the ACD hunt group.

Stopping the ACD Hunt Group Wrap-up Timer

Each time you end an ACD hunt group call, a wrap-up timer starts. Until this timer expires, you
will not receive another hunt group call. However, you can stop the wrap-up timer to allow calls
to your extension.

T o stop the wrap-up timer:

With the handset on-hook, dial 329. The display shows ACD WRAP-UP TERMINATED.

Other Hunt Group Features

The following features can be used by ACD or UCD hunt groups.

Requesting Agent Help

You can use Agent Help to request help from a designated “Agent Help Extension” (usually your
supervisor) during a call. When your request call rings at the Agent Help Extension, the
supervisor can join the call or reject the request.

NOTE

T o use Agent Help:

1. While you are on a hunt group call, press (Special), and then dial

2. If not preprogrammed, dial the Agent Help extension number.

Agent Help is not supported for peer-to-peer (P2P) calls. Contact your system
administrator for more information.

If you hear repeating tones, one of the following has occurred:

• The feature is not available at your phone.

NOTE

• You already have four parties in your call.

• Not enough system circuits are currently available.

• The Agent Help Extension is in DND.

If the Agent Help Extension accepts the call, AGENT HELP IN PROGRESS appears.
If the Agent Help Extension rejects the call, AGENT HELP REJECTED appears.

375.

Page 48 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Diverting Hunt Group Calls

You can temporarily divert hunt group calls, preventing hunt group calls to your extension.

To divert hunt group calls:

Dial 324 to divert calls. The display shows the feature state DIVERT HUNT GROUP
CALLS. Dial 324 again to program your phone to accept calls.

Hunt Group Supervisor Features

The following features can be used by hunt group supervisors only.

Accepting or Rejecting Agent Help Calls

Supervisors can accept or reject Agent Help calls.

To accept an Agent Help request:

Answer as usual. Your microphone is automatically muted.

T o reject an Agent Help request:

Dial 376. AGENT HELP REJECTED appears.

Hunt Groups

Monitoring Calls

You can use Station Monitor to connect to a hunt-group call and hear both parties, but you
cannot be heard by either one. Station Monitor stops if the hunt group member terminates,
transfers, or transfers the call. You can barge-in to or “steal” monitored calls, as described
below. You can also record the call. See “Using Record-A-Call” on page 35 for more information
about recording calls.

To use Station Monitor:

Dial 321, and then enter the extension number. MONITORING EXT <number> appears.
Monitored hunt group members may hear an “activation tone” when the feature is
activated.

Using Barge-in

While monitoring a hunt group call, you can use Barge-in to join the call.

To barge-in to a hunt-group call:

Dial 386. BARGE-IN PROGRESS appears.

Stealing Hunt Group Calls

While monitoring a hunt group call, you can “steal” the call from the hunt group member, which
disconnects the call from the agent and transfers the call to your extension.

To steal a hunt group call:

Dial 387. CALL STOLEN FROM EXT <number> appears.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 49

Troubleshooting

The following sections can help you solve problems that you may be experiencing with your
phone. Troubleshooting topics include:

• Contact Information: Information about system administrator contacts.

• Error Messages: Error messages and descriptions.

• Troubleshooting Tips: Possible problems and methods to solve them.

Contact Information

Your system administrator can help you with items such as changing your settings or modifying
phone features. System administrator duties include:

• Adding new user accounts.

• Setting the date and time.

• Programming System Speed-Dial numbers.

• Making system changes, such as changing user names and extension numbers.

Contact your system administrator with questions that are not covered in this user guide If you
need further assistance, you can find provider information on the Mitel Web site
(www.mitel.com). All sales, service, and support are coordinated at the local level.

Troubleshooting

Error Messages

The following error messages may appear when using your phone.

CANNOT ACCESS FEATURE The feature is enabled but other feature-related

CANNOT ACCESS RESERVED
FEATURE

INVALID FEATURE CODE The feature code entered does not exist. Retry using

INVALID EXTENSION NUMBER The extensio n number entered does not exist. Retry

NO UPDATE PERFORMED The feature was not completed or one or more feature

Message Reason

conditions were not met. Retry and make sure that all
feature-related conditions are met.

Y our system does not support the feature. Contact your
system administrator for more information.

the correct feature code (see page 13).

using a valid extension number.

conditions were not met.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 51

Troubleshooting

Troubleshooting Tips

The following table includes troubleshooting tips for phone and system features.

You can often correct problems that you may be experiencing by resetting the

NOTE

The phone is not working properly. Contact your system administrator.
I cannot use one or more of the

features described in this gui d e.
I cannot program System Speed-Dial

numbers.

phone to the default settings. See “Resetting the Phone to the Default Settings” on

page 16.

Problem Possible Solution

The feature may not be enabled. Contact your system
administrator for more information.

Your system administrator programs System Speed
Dial numbers.

I cannot change the time and date on
the phone display.

Y our system administrator programs the time and date.
Contact your system administrator if you notice that the
date and time are incorrect.

I am experiencing audio problems on
my phone such as echo, distorted

Contact your system administrator if you are having
audio problems.

sound, or choppiness.
The name on the display is incorrect Your system administrator assigns display names.
I cannot use the local telephone

company star codes (for example,
*82, *69) when I press the Outgoing
button or use the Outgoing Call
access code (8) when calling an
external number.

Rather than pressing the Outgoing button or 8 to
access an outside line, you must dial a Select Line
Group number before you can use the star codes. For
example, if your system is using the default Select Line
Group numbers, dial 92001 to access that line. After
you have dial tone, you can dial the star code and the
number.

I cannot use the Agent Help or
Record-a-Call features.

If your system uses Peer-to-Peer (P2P) audio, you
cannot use these features when you are on a P2P call.
Contact your system administrator for more
information.

I cannot program a Station Speed­Dial number to the button I want.

Before assigning the speed-dial number to a
programmable button, you must store the number with
either a Station or System Speed-Dial code.

Page 52 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Problem Possible Solution

Troubleshooting

When I try to use the Personal Call
Routing – Handoff feature (388), the
display shows NO CALL TO
HANDOFF.

The NO CALL TO HANDOFF display indicates that the
call cannot be handed off because one of the following
may have occurred:

• You tried to use the Handoff feature on a call that

has not been routed by Personal Call Routing.

• You tried to use the Handoff feature on a call that

the system has not yet recognized as a valid call.

• You tri ed to use the Handoff feature on an

unsupported extension. The Handoff feature is
supported on your main extension only.

• You tri ed to use the Handoff feature on a

phantom extension. The Handoff feature is not
supported on phantom extensions.

• You entered the handoff feature code at the exact

time the other party on the call disconnected.

• The call was terminated for some reason.

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 53

Index

Index

A

Abbreviations 2
About Your Phone 1
Account Codes, using 25
ACD Hunt Group Wrap-up Timer, stopping 48
ACD Hunt Groups

logging in 47
logging out 48

Agent Help

accepting or rejecting 49

requesting 48
Agent Help Calls, accepting or rejecting 49
Agent Help, requesting 48
Agent, ACD hunt group 47
Audio Problems 52
Automatic Access, using 18
Automatic Call Access, using 18
Automatic Trunk Answer, using 18

B

Background Music

listening to 10
Barge-In, using 49
Button Assignments, viewing 16
Buttons 4

C

Call Forward

Manual 31

System 31

using 31
Call Logs, using 36
Callback (Queuing the Phone), requesting 19
Caller ID Information

displaying 30

viewing 30
Calls

answering 17

camping-on to phone 19
conference, placing 34
external, placing 20
forwarding 31
logs, using 36
monitoring 49
muting the microphone 27
phone, queuing for 19
picking up (reverse transferring) 29
placing 19
placing internal (IC) 19
recording 35
redirecting 18
stealing 49
transferring 29
waiting 17

Calls On Hold

placing 28

Calls to External Numbers

transferring 29

Calls to Other Extensions

transferring 29
Camp-On, using 19
Characters, entering dialpad 22
Codes

account 25

default system access 12

feature, default 13

Outgoing Call access 20
Comfort and Safety Tips 6
Conference Calls

adding a party to 34

dropping out of 35

ending 35

placing 34

transferring 34
Conference Party, adding 34
Conference, transferring 34
Connectors

phone 5
Contact Information 51
Contrast, changing 10

Mitel® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 55

Index

D

Default

access codes 12
feature codes 13
settings, returning the phone to 16
system access codes 12

Dialpad

buttons 3

characters, entering 22
Dialpad Buttons to Enter Characters, using 22
Direct Station Selection/Busy Lamp Field (DSS/BLF) Unit 11,

15
Direct Station Selection/Busy Lamp Field (DSS/BLF) unit 11
Directory, using 24
Display 2

contrast, changing 10

name, changing 52
Display Contrast, adjusting 10
Do-Not-Disturb, using 43

E

Emergency Calls, placing 19
Error

messages 51

tones, phone 6
Extension Numbers 12
External Calls, placing 20

on-hook 6

Handsfree Mode

overriding 27
using 27

Headset

instructions 7
using 7

Hold

Individual 28

System 28
Hookflash, entering 28
Hunt Group Calls

diverting 49

stealing 49
Hunt Group Calls, diverting 49
Hunt Group Supervisor Features 49
Hunt Groups

accepting or rejecting Agent Help 49

Agent Help, requesting 48

agent IDs 47

Automatic Call Distribution (ACD) 47

Barge-in, using 49

calls

diverting 49
monitoring 49

stealing 49
logging out of 48
types 47
Uniform Call Distribution (UCD) 47
wrap-up timer 48

F

I

Feature

buttons 4

codes, using 13
Feature Descriptions 2
Features to Programmable Buttons, using 11
Forwarding Calls, forwarding 31

G

Group Listen, using 36

H

Handset 2

off-hook 6

off-hook, on-hook 6

Page 56 Mitel

Individual Hold, using 28
Internal Calls, placing 19
IP Phone Exceptions 6

K

Keymaps

L

Language, changing 10
LCD Contrast, changing 10
Logs, call 36

changing 16
switching 16

®

8560/8660 Phone User Guide – Issue 13, September 2009

Index

M

Manual Call Forwarding 31
Members, hunt group 47
Menu Buttons 3
Message Indicator Lamp 3
Messages

canceling 42

deleting 42

Do-Not-Disturb 43

error 51

leaving 41

Messages

voice, listening to 42
pages 45
Reminder 44
using 41
viewing 42
viewing and responding 42

Messages at Other Extensions, leaving 41
Messages Left at Other Extensions, canceling 42
Microphone, muting 27
Mitel PKM 16 11, 15
Mitel Programmable Key Module (PKM) 50 11, 15
Music, listening to 10
Mute, using 27

N

Number, redialing 20
Numbers, redialing external 20

using 45

Password, Remote Programming

changing 38
entering 37

Personal Call Routing

enabling and disabling 33
handoff 33

Phone

blank display 1
changing volume levels 9
comfort and safety 6
connectors 5
default settings, returning to 16
error tones 6
features

dialpad buttons 3
feature buttons 4
menu buttons 3
Ring/Message Indicator 3

speaker 3
ring tone, selecting 9
signals 6
viewing angle, changing 9

Phone Connectors 5
Phone Signals 6
Phone to the Default Settings, resetting 16
PKM 16 11, 15
PKM 50 11, 15
Programmable Buttons 3

programming 15
resetting 16
using 11
viewing button assignments 16

O

R

Off-Hook 6
Off-Hook Voice Announce 20
On-Hook 6
Other Hunt Group Features 48
Out of a Conference, dropping 35
Outgoing Call access code 20
Outside Line Access Codes 12

Record-A-Call, using 35
Redialing External Numbers 20
Reminder Messages

Remote Programming 37

P

Page Announcement, placing 45
Page Feature, enabling or disabling 45
Paging

enabling or disabling 45
other system users 45

Page 57 Mitel

Reverse Transfer (Call Pickup), using 29

using 44

change DND settings, using 38
change the password, using 38
forward calls, using 39
password

changing 38

entering 37
password, entering 37
Personal Call Routing 39
using 37

®

Model 8560/8660 User Guide – Issue 13, September 2009

Index

Ring Intercom Always, using 27
Ring Message Indicator 3
Ring Tone

changing 9
selecting 9

S

Secondary Extension Buttons, using 37
Settings, returning to default 16
Signals, phone 6
Silent Messages

canceling 42
deleting 42

leaving 41
Speaker 3
Speaker, external 3
Speakerphone

description 3

Group Listen, using 36

handsfree calls 27

Hold 28
information, displaying 30

time and date, setting 52
System Forwarding 31
System Information, viewing 30
System Speed Dial, using 21

T

Telephone

features

programmable buttons 11
Time and Date, system 52
Tips

comfort and safety 6

troubleshooting 52
Transferring Calls 29
Troubleshooting Tips 52

U

Speed Dial

entries, deleting 23
Station, using 21
System, using 21

using 21
Speed Dial Entries to Programmable Buttons, assigning 23
STAR Codes, telephone company 52
Station Messages

replying to 42

viewing 42
Station Monitor, using 49
Station Speed Dial

numbers

deleting 23
dialing 23
storing 21

using 21
System

forwarding 31

UCD and ACD Hunt Groups 47

V

Viewing Angle, adjusting 9
Voice Messages

deleting 42
leaving 41

listening to 42
Volume Levels 9
Volume Levels, changing 9

W

Waiting Calls, answering 17
Waiting Inter-Station Messages, deleting 42
Welcome 1
Wrap-Up Timer, stopping 48

Page 58 Mitel

®

8560/8660 Phone User Guide – Issue 13, September 2009

Part No. 550.8113
Issue 13, September 2009

A661/9224A