Mitel 5550 IP Console - Manual

Getting Started ♦ 3 Introduction The Mitel 5550 IP Console is an attendant console and administration application for the Mitel 3300 Integrated Communications Platform (ICP). It features a specialized keypad and an intuitive user interface for smooth, efficient call handling. A note about feature av...

4 ♦ Getting Started Console Screen The 5550 IP Console screen is divided into six areas: Menu area – provides alternate ways to access each of the other five areas of the Console screen. Select from the drop down menus or click the icon directly above the Console Status area to navigate to the displ...

Getting Started ♦ 5 Questions about Resilient Talk State What is Resilient Talk State? Resiliency gives your network the ability to handle calls and provide voice mailservice in the event of a 3300 ICP system failure or a network-level failure. When a failure occurs, the 5550 IP Console goes into &#...

6 ♦ Getting Started Console Keypad The console keypad is used for dialing, call processing and accessing 3300 ICP features. You can adjust the slope of the keypad and detach it from (or attach it to) the handset cradle. The keys on the keypad are arranged as shown below: Volume and Mute Keys – incre...

Getting Started ♦ 7 Note: Some of the features listed above are programmed for you by default; others are optional and may not be labelled on your keypad firmkeys. For keypad programming information, see Firmkey Programming on page 42. Handset and Cradle The 5550 IP Console is equipped with a handse...

8 ♦ Getting Started Starting and Closing the Mitel 5550 IP Console The 5550 IP Console starts with the operator status set to “Operator Absent.” To begin receiving calls, you must change the status to “Operator Present.” For more information, see page 44. To start the 5550 IP Console • Start Windows...

Getting Started ♦ 9 Adjusting the Console The console is designed with your comfort in mind. You can make adjustments to the ringer, the language of text on the screen, the angle of the keypad, whether you want to handle calls using a handset or headset and more. Console Ringer To turn the console r...

10 ♦ Getting Started Handset/Headset The console keypad provides jacks for connecting a handset and a headset. One jack is labeled for headset use only, the other for either handset or headset use. Both jacks can be in use at the same time but when they are, the dual-use jack is used for listening o...

Call Handling Basics ♦ 13 Handling Calls in the Queued Calls Area You have access to three call-handling tools from the Queued Calls area of your console screen. Use these tools to manage queued calls: • Incoming Calls – allows you to selectively answer calls. Incoming Calls shows recalls at the top...

14 ♦ Call Handling Basics Selecting Calls from the Queued Calls Displays You can select calls using your mouse or your keypad. 1. Access the appropriate queued calls display. 2. Double-click on a call entry in the list or 3. Press the Retrieve key, then enter the corresponding call ID digit (1-9) fr...

Call Handling Basics ♦ 15 Answering Calls When a new call arrives at the console • the bell rings (if it is turned on), • the call appears in the Incoming Calls display, and • a call waiting icon ( ) appears above the softkey associated with the call. When you have incoming calls, your screen may lo...

16 ♦ Call Handling Basics Selectively Answering Calls To select the call you want to answer, you can • Press a softkey (for example, [Recall] , [Dial 0] , [External] , [WATS] , etc.) to select a call based on the line the call is arriving on or • Select a call from the Incoming Calls display to choo...

Call Handling Basics ♦ 17 Answering calls from the Incoming Calls display You can use the Incoming Calls display to answer calls based either on call priority or caller identity. When an incoming call arrives, view the call information that appears in the Incoming Calls display. The Incoming Calls d...

18 ♦ Call Handling Basics Dialing Telephone Numbers You can dial an internal extension number or the number of a telephone outside the system. Either the Source or Destination areas must be clear. To call an extension 1. Dial the extension number from the console keypad. Information about the extens...

Call Handling Basics ♦ 19 Other Ways of Dialing You can use the following alternate ways of dialing a telephone number: Last Number Redial – instead of redialing the number of the last outside call you placed, let the system do it for you by dialing the Last Number Redial code ( ______ ). 1 System S...

22 ♦ Call Handling Basics Questions about Transferring Calls What do I do if the destination to which I am transferring a call is not answering? • Press [Source] to reconnect the Source call and retain the Destination information. This gives you more options to handle the call because softkeys such ...

Call Handling Basics ♦ 23 Holding Calls and Retrieving Held Calls You can place up to six callers on hold while you check for information or page the person that the caller is requesting. When a call has been placed on hold, the held call information appears in the Calls On Hold display. The Calls O...

24 ♦ Call Handling Basics To annotate a call on hold Use [Hold For] to hold a call and annotate it with called-party information. 1. Select the call from the appropriate Queued Calls display. 2. Click once on the desired extension from Busy Lamp Field list or the Phone Book. 3. Press [Hold For] to a...

Call Handling Basics ♦ 25 To connect two calls on hold Be sure the Source and Destination areas are both clear. 1. Press Retrieve and dial the hold position number of one of the two calls that you wish to connect or Double-click the call in the Calls on Hold display. Information about the call appea...

26 ♦ Call Handling Basics Conference Calls Up to eight parties (including yourself) may be connected to form a conference call. To set up a conference call • With the two parties connected to the console—one in the Source area and the other in the Destination area—press [Conference] . To split a con...

Call Handling Basics ♦ 27 Answering Recalls If an external call transferred from the console to an extension is not answered within a certain time, the call returns to the console as a recall. The call waiting icon ( ) appears above the [Recall] softkey, and the call appears with highest priority in...

Advanced Features ♦ 31 Account Codes An Account Code is a type of password for the system. You may need to enter an account code to access certain features or to record a call on the SMDR log for billing or accounting purposes. To enter an Account Code 1. Dial the Verified or Non-Verified Account Ac...

32 ♦ Advanced Features Busy Lamp Field (BLF) Busy Lamp Field (BLF) is an optional feature that allows you to monitor the status of extensions and lines, to rapid-dial and transfer calls to those extensions, as well as to pick up ringing extensions. The BLF icons tell you at a glance whether an exten...

Advanced Features ♦ 33 Calling, Transferring, and Picking Up Calls in the Busy Lamp Field To dial an extension, use any of these methods • Select an entry, then press [Call] . • Select an entry, then press ENTER on the keyboard. • Double-click any entry. To transfer a call to an extension in the Bus...

34 ♦ Advanced Features To add, remove, or reposition entries in the BLF List 1. Select the entry. To select consecutive entries, click the first one, press and hold down SHIFT , and then click the last one. To select non-consecutive entries, hold down CTRL while you click individual entries. To sear...

Advanced Features ♦ 35 Call Answering Priority The console is usually set up to answer incoming calls on a ‘first-come, first-served’ basis. When you press the Answer key with multiple calls waiting, the call that has been waiting longest will be answered first. Alternatively, you can assign priorit...

36 ♦ Advanced Features Incoming Calls Threshold / Screen Pop To reduce call-waiting times, your system may be programmed to present incoming calls to other consoles or answering positions. If your system is programmed this way, you can specify the number of calls that must be incoming before the sys...

Advanced Features ♦ 37 Cancel Call Forwarding Call Forwarding lets an extension user route some or all calls to other extensions. You can cancel Call Forwarding on behalf of individual extension users, or for all extensions in the system. To cancel all types of Call Forwarding for a single extension...

38 ♦ Advanced Features Customize the Queued Calls Displays Each of the Queued Calls displays presents a variety of call information for incoming, held, or transferred calls. Depending how you customize your Queued Calls displays, each may display the following columns of call information: • Call ID ...

Advanced Features ♦ 39 Data Calls You may be asked to connect an outside caller to a data connection for data communications. To connect a caller to a modem 1. Advise caller to switch local modem to “Data” when they hear the high-pitched modem tone. 2. Dial the modem number. ‘Modem Call’ appears in ...

40 ♦ Advanced Features Day and Night Service Office telephone systems are typically placed in Night Service after regular hours, or whenever the last available console is left unattended. Calls then ring alternate answering points—either designated extensions, or a night bell. Extension users can di...

Advanced Features ♦ 41 Emergency Calls This feature raises an alarm at the console when an extension user places an emergency call and identifies the extension that placed the call. With this information, you can direct emergency services (for example, police or ambulance personnel) to the location ...

42 ♦ Advanced Features Firmkey Programming You can reprogram the top two rows of keys on the console keypad with other features or remove a feature from a key if the feature is unavailable. To program features to keys 1. Choose Options on the Tools menu. 2. Click Keypad . 3. Using the right mouse bu...

Advanced Features ♦ 43 Message Waiting You can set (activate) a message waiting indicator on an extension, to notify the user that you have a message for him or her. You can also check whether an extension has a message waiting and clear the message waiting indication. If a dialed extension is busy,...

44 ♦ Advanced Features Operator Absent/Present Status You can change the Operator status to Absent when you plan to be away from your desk and do not want calls sent to your console. All new and waiting calls will ring another destination determined by system programming. To change the Operator Pres...

Advanced Features ♦ 45 Paging If your system has paging equipment, you can use it to make announcements to one or more areas or “zones.” Use the Paging Zones table in the Reference section to record the location of the paging zones. To make a page The Source and Destination areas of your screen must...

46 ♦ Advanced Features Phone Book Use the Phone Book to search your system's telephone directory for people and extensions. You can search by entering a person's name, an extension number, a department, or a location. Searching by department is useful when a caller requests to speak to "someone ...

Advanced Features ♦ 47 Scratch Pad The Scratch Pad is your own personal phone directory and Speed Dial list. Use it to save telephone numbers for faster dialing or to store the names and numbers of callers for future reference. To enter information into the Scratch Pad You can use the Scratch Pad wh...

48 ♦ Advanced Features Trunk Group Status Display Trunk Group Status Display is an optional feature that lets you monitor traffic on the system. During peak traffic periods, some users could experience problems making external calls and may contact you to find out why. The Trunk Group Status Display...

Hotel/Motel Features ♦ 53 Displaying and Changing Room Information Room information includes guest name, room occupancy and condition status (Vacant, Clean, Out of Service, etc.), outgoing call charges and restrictions, and the status of message waiting, wake-up call, and other guest services. To di...

54 ♦ Hotel/Motel Features After displaying the room information, you can... • Enter or change the name of the guest and the company or group he or she is affiliated with. The guest’s name can have a maxi-mum of 20 characters. • Check the guest in or out (see page 55). • Change the room’s occupancy o...

Hotel/Motel Features ♦ 55 Changing Room Occupancy and Condition Status The room occupancy and condition states are as follows: To change a room’s occupancy and condition status 1. Press Guest Service , or if you are already on a call to the room, press the [Guest Service] softkey. 2. Enter the room ...

56 ♦ Hotel/Motel Features To set, change, or cancel a wake-up time while viewing the guestroom’s information 1. For each wake-up call that you want to set up, specify the fre- quency (once or daily) and method (automatically by the system or personally by a hotel employee) of delivery. 2. Click in t...

Hotel/Motel Features ♦ 57 Blocking Room-to-Room Calls Call Blocking stops guests from placing calls to other rooms. You can control when Clock Blocking takes effect and the rooms affected by it. To control whether Call Blocking affects a room 1. Press Guest Service , or if you are already on a call ...

58 ♦ Hotel/Motel Features Clearing the Message Register The message register is a record of the number and cost of all external calls placed from a guest room telephone. The system uses meter pulses received from the local telephone company to calculate costs. If pulses are not received, then only t...

Reference ♦ 61 Alarms Your telephone system uses automatic monitoring and fault diagnosis to check the system for faults. An alarm status appearing in the upper-right corner of the screen notifies you when a fault occurs. When there are no faults, this area is blank. If a critical alarm occurs, you’...

62 ♦ Reference Rerouted Calls Some users may decide to reroute their calls to your console, or the system may be programmed to reroute certain types of calls or all calls made at given times to your console. The calls that are rerouted to your console may be one offour types: • Calls a user has forw...

Reference ♦ 63 Class of Restriction Each extension and trunk in the system is assigned a Class of Restriction. As its name implies, a Class of Restriction (COR) may restrict an extension (or a trunk) from accessing an external route at a given time. The extension’s COR is displayed in the Source or ...

64 ♦ Reference Feature Access Codes FEATURE CODE Account Code Access - Verifiable - Non-Verifiable Associated Dataline Access Loopback Call Hold - Retrieve - Remote - Retrieve Callback - Cancel Call Forward - Busy (External) - Busy (Internal) - Follow Me - Follow Me Enchaining - I Am Here - No Answe...

Reference ♦ 65 Glossary Account Code A code you dial to access certain system features; to apply your Class of Service (COS) at a different extension; or to associate a caller with an SMDR record for accounting purposes. ARS - Automatic Route Selection This is an application that handles long distan...

Reference ♦ 67 Hunt Groups Dialing a Hunt Group Pilot Number either from the keypad or through the Phone Book feature, connects you to the first available extension in that area. Contact your communications department for more information Paging Zones Use this table to record the paging zones your s...

68 ♦ Reference System Speed Call List System Messages These messages appear in the various areas of your screen. Absent Feature Disallowed for Last Attendant. Select Night Service As the last or only attendant in the group, you cannot place your console into absent mode. Access Disallowed The featur...

Reference ♦ 75 Unassigned Directory Number The number you dialed is not recognized by the telephone system. Verify your number and try again. Wake-up Call Not Acknowledged Part of the Hotel/Motel Feature package. The guest has not answered the automatic wake-up. (Note: The Hotel/Motel package is an ...

76 ♦ Reference Trunk Numbers Use this table to record the trunk numbers your system uses. Contact your communications department for more information about the trunk numbers. Trunk Number Use

Index ♦ 77 Index A Answer calls 11Answering priority, changing 35Application area 4Associated data line 39 B BLF 32Bulletin Board 31Busy Lamp Field 32Busy number, transfer to 20 C Call Answer Priority 35Call Block 57Call Forwarding, canceling on extensions 37Call Park 35Call restrictions, setting fo...