MITEL Single-Line User Guide
MITEL
Single-Line
Phone User Guide
Single-Line 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.
Commonly Used Feature Codes
Contact your system administrator for more information
about system features.
Feature Code
Account Code – Following Calls 391
Account Code – Optional 390
ACD Agent – Log In/Out 328
ACD Agent – Wrap-Up Terminate 329
Agent Help Request 375
Answer (Ringing Call) 351
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 Forward No Answer/Busy 358
Conference 5
Do-Not-Disturb – On/Off 372
Hold – Individual 336
Hookflash (Recall in Europe) 330
Hunt Group – Remove/Replace 324
Message – Delete Message 368
Message – Leave Message 367
Page 7
Personal Call Routing – On/Off 364
Program Station Password 392
Queue (Callback) Request 6
Record-A-Call 385
Redial 380
Remote Programming 359
Reverse Transfer (Call Pick-Up) 4
Ring Intercom Always On/Off 377
Routing Off 304
Station Speed Dial 382
System Forward – On/Off 354
System Speed Dial 381
Transfer to Hold 346
Transfer to Ring 345
Answering Calls
Lift the handset.
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
1. Lift the handset, and then dial the extension
number.
2. If your call goes through handsfree to a phone’s
speaker, speak after you hear a double tone.
If you hear continuous ringing, wait for the call to
be answered.
Placing a Call on Hold
To place a call on hold, perform a hookflash, and
then dial 336. To return to the call, perform a
hookflash and dial 336.
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 External Calls
1. Lift the handset and dial the Outgoing Call
feature code (8 is the default code).
2. Dial the number.
Redialing External Numbers
Lift the handset and dial 380. The line is
automatically selected and the number is dialed.
Mitel® Single-Line Phone User Guide – Issue 13, September 2009
T ransferring Calls to Other Extensions
1. While on the call, perform a hookflash. You hear
two short tones.
2. Dial an extension number.
If desired, wait for an answer and announce the
call.
3. Hang up.
If the number is busy, there is no answer, or the
transfer is refused, hookflash twice to return to
the caller.
Forwarding Calls
1. Lift the handset, and then enter one of the
following feature codes:
• 355: Call Forward All Calls
• 356: Call Forward If No Answer
• 357: Call Forward If Busy
• 358: Call Forward If No Answer/Busy
2. Dial an extension number, or select an Outgoing
line, and then dial the telephone number.
3. Hang up.
Placing Conference Calls (Internal)
1. While on the first call, perform a hookflash, and
then dial 5.
2. Place another call, and then hookflash, and then
dial 5.
3. Perform another hookflash, and then dial 5 again
to join all of the calls together in the conference.
Retrieving Messages
When you lift the handset, you hear six quick
tones followed by intercom dial tone. Dial 365 to
automatically place a call to the station or
message center that left the message.
To Turn on Do-Not-Disturb
1. Lift the handset, and then dial 370.
2. Enter the default DND message number.
3. Enter the optional second-line message text.
4. Hang up.
Placing a Page Announcement
1. Lift the handset, and then dial 7.
2. Enter the page-zone number (0 to 9).
3. After the tone, make your announcement, and
then hang up.
Responding to a Waiting Call
To respond to a waiting call, do one of the
following:
• End the call by hanging up. When the
waiting call rings, lift the handset to answer.
• Place the current call on hold.
Using Reverse Transfer
1. Lift the handset, and then dial 4.
2. Dial the extension or hunt group number where
the call is ringing or holding.
Placing Conference Calls (External)
1. While on the first call, perform a hookflash. You
hear two short tones.
2. Select an outgoing line and dial the number.
If desired, wait for an answer and announce the
call.
3. Hang up.
If the number is busy, there is no answer or the
transfer is refused, hookflash twice to return to
the caller.
Mitel® Single-Line 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 single-line 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 “Partners” link at the top of the Mitel home
page (www.mitel.com) to find a location near you.
If you have any questions or comments regarding this user guide or other technical documentation, contact the
Technical Publications Department (USA) at:
tech_pubs@mitel.com
®
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.
Mitel® Single-Line 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.
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.
Page ii Mitel
®
Single-Line Phone User Guide – Issue 13, September 2009
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.
• 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.
Regulatory Approvals
For regulatory information (for example, FCC approvals), see the manufacturer’s regulatory information included with
your phone.
Mitel® Single-Line Phone User Guide – Issue 13, September 2009 Page iii
Contents
Contents
Getting Started 1
Welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Things to Know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Returning to Default Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Default Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Outside Line Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Default Feature Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Answering and Placing Calls 7
Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Answering Waiting Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Placing Emergency Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Placing Internal Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Requesting a Callback (Queuing the Phone). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Placing External Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using Station Speed Dial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Dialing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Deleting Speed-Dial Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Call Features 11
Using Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Using Off-Hook Voice Announce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Transferring Calls to Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Transferring Calls to External Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Using Reverse Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Mitel® Single-Line Phone User Guide – Issue 13, September 2009 Page v
Contents
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Manual Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Using Personal Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Dropping Out of a Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Ending a Conference and Placing all Parties on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Entering a Remote Programming Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Using Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Messages 19
Using Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Leaving Messages at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Retrieving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Canceling Messages Left at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Paging Other System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Hunt Groups 23
UCD and ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Hunt Group Calls Enabled/Disabled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Logging in to ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Logging out of ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Stopping the ACD Hunt Group Wrap-up Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Index 27
Page vi Mitel
®
Single-Line Phone User Guide – Issue 13, September 2009
Getting Started
Welcome
The instructions in this guide are for using the single-line 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 you have any questions on the operation
of your phone, 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
Things to Know
Your single-line phone and telephone system come equipp ed with many features. To help you
understand what everything means, read the following information before you use your phone:
• Your telephone system may be programmed for one or two dial tones. Systems with two
dial tones have one for intercom calls and one for outside calls.
• Many features “time out” if you wait too long before performing the next step. If this
happens, you must hang up and start over.
• If you hear four fast tones or repeating fast tones, you have done one of the following:
o Pressed an invalid button combination
o Tried to select a restricted line
o Dialed a restricted or invalid number
o Dialed too slowly between digits
o Waited too long before performing the next step.
• “Off-hook” means that the handset is lifted. “On-hook” indicates that the handset is in the
cradle. For example, you must first go “off-hook” to make a call, but you must go “on-hook”
to end a call.
• Some instructions require you to perform a “hookflash,” which is a quick hang up and
release.
Hang up and try again.
Mitel® Single-Line Phone User Guide – Issue 13, September 2009 Page 1
Getting Started
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.
Returning to Default Operation
You can return your phone to default levels at any time. This feature cancels Do-Not-Disturb,
manual call forwarding, and queue requests and restores hunt group calls and system
forwarding all at once.
To return your phone to default:
Lift the handset, and then dial 394.
at
Page 2 Mitel
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Single-Line Phone User Guide – Issue 13, September 2009
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