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Mitel 5550 IP Console Telephone User Manual

1. 3 Console Screen Y FFF FF a 4 Console Keypad 6 Handset and Cradle 7 Keyboard 5 7 Softkeys 1 12 7 Starting and Closing the Mitel 5550 IP Console 8 Tools for System Programming and Maintenance 8 Adjusting the 9 Console 9 Console Keypad and Handset 9 Handset Headset 10 Console Language 10 Console TMG ei er nre eed RE ir nen 10 CALL HANDLING BASICS Handling Calls in the Queued Calls Area 13 Accessing the Queued Calls Displays 13 Monitoring Incoming Held and Transferred Calls 13 Selecting Calls from the Oueued Calls Displays 14 Adding Notes to Calls in the Gueued Calls Display 14 Answering 15 Answering Calls on a First come First served or Line Priority Ba SIS x ARE ee WR iu FR CN ar 15 Selectively Answering Calls 16 Answering calls using 16 Answe
2. Console Components Your 5550 IP Console consists of a personal computer PC with monitor a standard computer keyboard a keypad a mouse and a handset with cradle a m tan apap ega 555553 z EE YRRU je Fw _ EE0525 The monitor displays call handling prompts and call status information Use the keypad for all call handling functions including dialing The handset or optional headset is for talking with callers You use the computer keyboard to find entries in the Phone Book or to type in the Scratch Pad or Bulletin Board The Function keys F1 F2 F3 etc at the top of the keyboard execute the softkey commands that appear on the screen Getting Started 3 Console Screen The 5550 IP Console screen is divided into six areas I Mitel Networks 5550 IP Console File Tools Calls Help Menu Area rte Beare hom RE Operator Present v Day Service Ringer on v 9 using Headset Department Location HelpDesk HelpDesk 1 Console Status Area PMS Failure Incoming Calis 3 Calls on Hold 0 Transferred Calls 0 t is 10 Ti Total Caller Number Notes Line 171 172 17 17 176 Application Area j Ls Ja 7 Number Number Device Line ths Privileges Status Privileges 4 Response aea
3. Class of Service COS A level of service defined by a specific set of features that controls an extension s access to these features A station may have up to three different COSs specified for Day Night 1 or Night 2 Service Consultation Hold A temporary hold applied to a call while an extension or console user activates a feature or makes a call Direct Imerd Dialing DID This feature allows outside trunks to reach pre programmed extensions directly without going through the Attendant console Direct Innerd SystemAccess DISA A feature which allows callers to dial directly into the telephone system and activate features and facilities Extermal Line Access Code A code which precedes a dialed number to indicate to the telephone system that the telephone number is outside the system Fimkeys Keys on the console keypad that can be programmed to access console features and system services Hunt Group Extensions linked together in a group with acommon pilot telephone number as well as their own personal extension numbers Two types of hunting are available with your telephone system Circular Hunting and Terminal Hunting Reference 65 Circular Hunting A new call to the Hunt Group is directed to the first idle extension found after the extension which received the last call This provides equitable call distribution to all the extensions Terminal Hunting Hunting takes place in the order in w
4. vi Table of Contents Getting Started 2 Getting Started Introduction The Mitel 5550 IP Console is an attendant console and administration application for the Mitel 3300 Integrated Communications Platform ICP It features a specialized keypad and an intuitive user interface for smooth efficient call handling A note about feature availability The features available on your telephone system i e Mitel 3300 Integrated Communications Platform are automatically turned on Before you begin using the console Take a few minutes to explore this guide it contains all the information you need to operate the Mitel 5550 IP Console The first section introduces you to the console You will learn about the console keypad and what the Function keys on the computer keyboard do You will also learn about the console screen and how to interpret the information it displays If any problems occur while you are using the console contact your communications department for assistance Conventions used in this guide Throughout this guide the fixed function keys and firmkeys both key types are explained later in this section are in bold type for example Answer or Release Softkey commands that appear on your screen and correspond to the Function keys F1 F2 F3 etc at the top of your keyboard are shown in brackets for example Source or Destination See page 7 for more information about softkeys
5. 33 Call Answering 35 Gall Park a 0 35 Incoming Calls Threshold Screen 36 Cancel Call 37 J Table of Contents 4 v Clear All 37 Customize the Queued Calls 38 Data Calls uei dn dodo a Reet athe em 39 Day and Night Service 40 Do Not Disturb 5 5 40 Emergency Calls ecco Hie ein ceed de A 41 Firmkey Programming FFF AF ete 42 One Button to Voice 42 Message Waiting 43 Operator Absent Present 44 Override a s edel ar fe ded iem ers pa ace EN 44 PAGING iis viet ee er MEER EAR MADE Eq 45 Phone BOOK uu sets mr oed dentes bien ree S Eequits 46 ociaich Pad t PPP 47 Serial Gall ERA ILES p eon 47 Trunk Group Status 48 System Speed 49 Tone signalirig rssi err PEDIR 49 HOTEL MOTEL FEATURES Displaying and Changing Room Information 53 Searching f
6. Grasp the keypad as shown Select Ringer On or Ringer Off from the list in the Consola Situs area Place your thumbs along the edge of the clamp and then press down and away from the When the ringer is off the Incoming Calls display and the call waiting keypad icons e provide the only indications that you have calls waiting n ps To adjust the ringer volume To detach the damp fromthe cradie Using your finger or a tool such as ascrewdriver push against ei ther of the tabs as shown While the console is ringing press the E key on the console keypad to set the volume to the level you want You can also use the Options command on the Tools menu to adjust While pushing on the tab usethe the ringer volume other hand to twist the U clamp upward opc ue WARNING Bending your wrist while using the keypad for prolonged periods can cause physical injury To minimize the risk of injury adjust the slope of the keypad so that your wrist is straight You can adjust the slope of the keypad and detach or attach it from the handset cradle The angle of the cradle also adjusts via the hinged attachment fitted to the back foot of the cradle Getting Started 9 Handset Heaciset 8 Unplugging the Handset or Headset The console keypad provides jacks for connecting a handset and a Note that plugging the handset headset back in does not change the Operator headset One jack is label
7. To change the Operator Present Absent status Select the state you want from the RS list in the Console Status area If you are the only Attendant on the system and you attempt to change the console status to Absent a warning message will appear on your screen Absent Feature Disallowed for Last Attendant Select Night Service For more information about Night Service see page 40 Note Unplugging the handset or headset will automatically change the Attendant Status to Absent See Unplugging Handset or Headset on page 10 for more information Questions about Operator Absent Present Status What happens to my calls when I activate Operator Absent All new and waiting calls to your console are automatically rerouted to programmed destinations Calls that you may have put on hold will time out and either be given reorder tone or redirected to the programmed destination However you can still originate calls Note If a console has not processed a call after a programmable time out period the console status automatically changes to Operator Absent Overricle You can interrupt a busy extension or intrude on a busy outside line To intrude on a busy edension 1 Press Override All parties in the conversation hear Override Tone a brief tone every six seconds for as long as you are connected to the call Everything you say is overheard by all connected parties The message Feature not allowed appears if
8. Under One Button to Voice Mail enter the following information Amount of delay i e milliseconds between the console sending the Voice Mail system number and the Voice Mail system responding To ensure the system is ready to answer the call a delay between Voice Mail system answer and console sending digits is reguired The default is 1000 milliseconds Digit s required to trigger the Voice Mail system to prompt for a Voice Mail box number The default key is the pound key i Amount i e milliseconds of delay prior to sending the Voice Mail box number The default is 1000 milliseconds 42 Advanced Features 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 ediension is busy unanswered or hes activated Do Not Disturb Press Source and take the message Press Message Press Set MSG Waiting You can then gt press Cancel return to the call in Source if necessary and then press Release to release the call in Source To setmessage waiting if youare not currently connected ortrying to connect with an edension 1 Press Message 2 Press Set MSG Waiting 3 Dial extension number To cancel a Message Waiting indication You can cancel a message waiting indication whe
9. enter values such as S J Last name First name e JS First letter s of first name and last name e Smi First letter s of either the last or first name As you type the search function searches for the first matching entry then selects and displays the entry in the list If what you have typed does not match any entries the search box turns yellow and a message indicates no matching entries 3 If you make an error press ESC BACKSPACE or DELETE to clear the search box 4 Click to navigate to the next entry or D to move to the previous entry If your search reaches the top or bottom of the list the search listwraps and the console alerts you with a message in the status area and an audible alert 5 Press ENTER to dial the selected extension from the search list or Press New Search to begin a new search 32 Advanced Features Calling Transfering and Picking Up Calls in the Busy Lanp Field To dial an etension use any of these methods e Select an entry then press Call Select an entry then press ENTER on the keyboard Double click any entry To transfer a to an edension in the Busy Lamp Field area Dial the extension then press Release To pick up a ringing call If a call is ringing an extension in the Busy Lamp Field BLF area and the extension is busy not answering or you know that the called party is not available you may wish to recover that call to speak to the caller direc
10. Features clear all 37 Firmkeys programming 42 G Guest Room Condition status change 55 Display change room information 53 Occupany status change 55 Guest room Find rooms 54 Guest Rooms Call Blocking 57 Call Restrictions for 56 Check in Check out 55 Message Register clear 58 Monitoring 57 Reports printing 58 Wake up calls 55 H Handset 7 Enabling 9 A Index 77 Volume adjusting 9 Headset Enabling 9 Volume adjusting 9 Hold place call on 23 Hunt Groups 67 K Keypad console 6 L Language changing on console 10 M Message Register clearing for guest rooms 58 Message Waiting 43 Monitoring Guest Rooms 57 N Night and Day Service 40 P Paging Zones 67 Park Call 35 Phone Book 46 Programming Firmkeys 42 R Recalls 24 27 Recover last call released 27 Rerouted Calls 62 Retrieve Calls on hold 23 Ringer Mute 9 78 Index Volume adjusting 9 Room to room calls blocking 57 5 Scratch Pad 7 Screen Pop 36 Serial Call 47 Sofkeys 7 Softkeys 3 4 Speed Call System 49 Start console 8 Status area 4 Status Display Trunk Group 48 System Messages 68 System Speed Call 49 System Speed Call List 68 T Telephone Directory 75 Telephone numbers dialing 18 Time setting 10 Tone Signaling 49 Traffic MonitoringSee Trunk Group Status Display 48 Transfer calls 20 Trunk Numbers 76 Trunks Direct access 19 V Voice Mail One Button to 42 Volume Headset Handset
11. Line name or number that the caller dialed and that the call arrived on icon indicates the privacy status of the destination icon shows the BLF status of the destination For Name and Number show the name and extension of the person the caller is trying to reach in Calls on Hold display Transferred To shows the name of the person you transferred the call to in 7ransferred Calls display Department and location indicates the department and location of the person the caller wishes to reach e Device type displays the caller s device type if the call is internal or the trunk type that the call arrived on if the call is external Hold order for held calls Note Some of the call information columns listed above are shown by default in the Queued Calls displays others are hidden by default You may wish to display or hide call information columns according to your call processing needs You can select which columns you wish to see Customize this area to suit your needs by deleting and restoring columns resizing columns to show more or less information The ID column and those with icons as heading labels Private and BLF Status cannot be resized All columns are removable except for the ID column it and at least one other column must stay displayed To delete an unmented colum 1 Right click the column header that you want to remove 2 Click Remove This Column on the pop up menu To restore a pre
12. Amnotcaiing Calls Annotating calls on hold allows you to keep track of multiple held calls and handle them more efficiently Record specific call information for example Urgent using the Notes field in the Source Destination or Calls on Hold areas These notes stay with the call until you release the call to the extension that the caller is trying to reach or until the call returns as a recall Annotate calls on hold with Hold For information using Hold For in either the Phone Book search results area or the Busy Lamp Field area To add a note to an incoming or held call 1 Answer or retrieve the call 2 Click the Notes field in one of these areas Source area that is while you are speaking with the caller or Destination area that is while you are speaking to the per son the caller wishes to reach or Calls on Hold display that is after you have held the call 3 Type the desired message and press ENTER to accept the message or ESC to cancel the message that you typed 4 Press Hold Call Handling Basics 23 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 annotate the call The console adds the name and number of the person that the ca
13. Cancel Remote External Line Access Forced Release Last Number Redial Individual Trunk Access Message Waiting Inquire Message Notification Cancel Override Paging Personal Speed Call Invoke Store TAFAS Remote Retrieve 64 Reference Glossary Accourt 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 Auitorretic Route Selection This is an application that handles long distance call routing automatically Broacicast Group When a line has an appearance on another telephone it is said to be in a broadcast group This means that all extensions with that line appearance have access to and may use that line Call Privacy Data Line Security A COS feature which prevents an extension from receiving Camp on Tone which could interfere with data transmission A feature allowing the system to queue calls directed a busy extension then automatically connects the waiting party to the extension when it becomes free The busy extension user hears Camp on Tone indicating a call is camped on The waiting caller is put on hold and hears music or silence Class of Restriction COR Control of a station or trunk s access to trunk circuits A station may have up to three different CORs specified for Day Night 1 or Night 2 Service
14. Confirmation that you turned off an extension s message waiting indicator by pressing the Clear MSG Waiting softkey MSG Viditing ON Confirmation that you turned on an extension s message waiting indicator by pressing the Set MSG Waiting softkey Must CANCEL before dialing Press Cancel on the console keypad and the try dialing again Network Shows if you have dialed over a MSDN DPNSS Digital Private Network Signaling System line which connects 3300 ICPs ina private network No Answer There was no answer at the extension called No call to answer at specified Incoming position Verify your Incoming Calls display Another attendant may have answered the call while your list was frozen or the caller may have hung up No call to retrieve at specified hold position Verify your Calls on Hold display Another attendant may have transferred the call while your list was frozen or the caller may have hung up No call to retrieve at specified transferred position Verify your Transferred Calls display Another attendant may have transferred the call while your list was frozen or the caller may have hung up Not Ready The data call cannot be completed at this time Try again later Operator Absent If you have changed the status of your console to Operator Absent this message is displayed in the DEST area of the console of another attendant who calls you Out of Service The device you dialed is not in se
15. To dose the Emergency Call Log Click Quit Note Once you exit the 5550 IP Console all logs are discarded from the Emergency Call Log however the logs can be retrieved through the 3300 ICP Questions about Emergency Calls What does the s icon on the toolbar mean It is the Emergency Call Log icon To view the calls listed in the Emergency Call Log click the icon once What does the icon in the Emergency Call Log mean Emergency calls appear in the Emergency Call Log with the most recent call listed first A current emergency call is marked with the icon while previous emergency calls are not marked with the icon therefore only emergency calls marked with the icon can be cleared Sometimes I cannot view the current emergency Call details why Only one person can view the current emergency call details at a time Other attendants receive Emergency Call Displayed by lt extension gt in the response area at the bottom of their application If another attendant is viewing the current emergency call details you can still access locally cleared emergency call information but you cannot access or clear the current call Sometimes the Emergency Call Log disappears why If you do not click Clear approximately 60 seconds after receiving the emergency call the log reverts to Phone Book so another attendant can view the current emergency call details If another attendant doesn t acknowledge the emergency cal
16. 56 Allow or block room to room calling see page 57 Clear the Message Cost and information for calls placed from the room see page 58 Note Guest Services shows only whether Do Not Disturb DND or Message Waiting MW are on or off For information on changing the status of these features see page 40 and 43 Searching for Roons You can search for a room using the occupancy and condition states as search parameters This enables you to find for example all rooms that are vacant and clean or that have maids in them You can also search using a guest s last name to determine which room they are in To search for roons 1 Press Guest Service 2 Doone of the following To display information for a specific room use the computer keyboard to type the room number in the Room Number box find rooms by occupancy and condition status click Room Status and then select states from the Occupancy and Condition lists To begin searching from a particular room type the number of the room in the Starting at room box To find a guest s room click Last Name of Guest and then type the guest s last name 3 Press Search Room Number Occupancy Condition 4 1026 Vacant Clean 1032 Vacant Clean 1076 Vacant Clean 1077 Vacant Clean 1078 Vacant Clean 1079 Vacant Clean 1080 Vacant Clean 1081 Vacant Clean 1082 Vacant Clean 1083 Vacant Clean 1084 Vacant Clean 1085 Vacant Clean 1n8R Va
17. TT IP0783 Softkeys Area Menu area provides alternate ways to access each of the other five areas of the Console screen Select from the drop down menus or click the icon directly above the Console Status area to navigate to the display you wish to access Console Status area shows you ata glance what state the console and the system are in for example whether the console ringer is on or off and whether the system is in Day or Night Service Application area includes three sections e Queued Calls section top left is your main call handling tool It displays detailed call information for Incoming Calls Calls on Hold and Transferred Calls Use these displays to answer hold and transfer calls as well as to monitor call status and retrieve or recover a call Note The tab that you last viewed before shutting down the console screen displays by default when you reopen the console Screen Tools section top right provides tools such as a Busy Lamp Field for obtaining the status busy idle etc of selected exten sions and rapid dialing and transfering calls to those extensions It also includes a Phone Book for finding users on the system Source and Destination sections bottom left and bottom right display the calling party and the called party for all calls handled by the console The Source area shows the line on which you answered the call The Destination area shows call forwarding inform
18. Tell the caller to remain on the line after completing each call Press Set Serial Call Dial an extension number A O Press Release The console is released from the call When the extension you dialed hangs up the Serial Call returns to the console as a Recall see Recall on page 27 To cancel a Serial Call When the caller has finished the series of calls press Cancel Serial If the serial call recalls and no one is there it means the caller has hung up Advanced Features 47 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 feature enables you to confirm excessive traffic as the most likely cause You can then tell users that the situation is temporary and suggest that they try making their calls later You can display traffic information by specifying trunk group numbers or the digits dialed to access them for example the digit 9 The use of this feature does not disrupt call processing To display traffic information by trunk group number 1 Press Trunk Status 2 Select Search by group number Enter the starting trunk group number and then press Search The displays show a list of the trunk groups the number of trunks in each group and the number of th
19. adjusting 9 Ringer 9 W Wake up callsSee Guest Rooms 55
20. and check out clear the guest name affiliation and wake up time if set The Call Block and Call Restriction settings for the room are also reset to values specified by system programming To checkin or check out a guest 1 Press Guest Service or if you are already on a call to the room press the Guest Service softkey 2 Enter the room extension using the computer keyboard not nec essary if you are already on a call to the room Press Check In or Check Out 4 Press Save to save the changes To cancel changes you made and return to the previous screen press Previous Setting and Clearing V ake up Calls Both you and the guest can set change and cancel wake up calls for a guestroom The system does not distinguish whether a wake up call is set changed or canceled from the console or guestroom telephone So for example a guest can cancel a wake up call that you set and vice versa Wake up calls can be set to occur up to three times a day with or without daily repetition For each wake up you can specify whether the call is made by the system an Automatic wake up or the attendant or other hotel employee a Personal wake up Hotel Motel Features 55 To set change or cancel a wake up tine while Viewing the guestroomis Setting Call Restrictions infomation 1 For each wake up call that you want to set up specify the fre You can control the type of telephone calls that guests can place fr
21. applies to extensions only 46 Advanced Features 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 Scratch Pad EA Home 555 1236 Sally 555 7865 Bob work 555 9870 Kid s school 555 0101 Training on new console next Wednesday 10 00 AM in main reception FIO Cancel Save FI2 Cal To enter infonmelion into the Scratch Pad You can use the Scratch Pad while connected to a caller 1 Press Scratch Pad 2 Type a name a telephone or extension number and any other information you want to save Include the Outside Line Access Code for external phone num bers and omit spaces between digits 3 Press Save to save the information To delete infor sition in the Scratch Pad Select the information using the mouse or the arrow keys and then press Delete To dial a telephone number in the Scratch Pad Select the number you want to dial and then press Call Serial Call If a caller wants to talk to several people in a row use the Serial Call feature When the first call ends the caller returns to the console instead of being disconnected You can then dial the next call The serial call keeps returning to the console until all the intended calls have been made To set up a serial call for a caller in the Source or Destination arem
22. call blue for two and red for three or more calls 2 Click the desired softkey m S a 1 2 1 FI Recall F2 Externall F3 F4 Dial 0 1P0590 In the example above note that one Recall call one internal Dial 0 call and two external calls are waiting You can press Answer to connect to the recall or Dial 0 to answer the internal call or External to answer the outside call that first arrived at the console 16 Call Handling Basics Answering calls fromthe 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 display is customizable so you can select the column of call information that you want to see and you can re size the columns to show more or less information See page 38 for a list of the call information columns that you can view and customize For details on how to access the Incoming Calls display see page 13 To answer calls using the Incoming Calls display 1 Access the Incoming Calls display 2 Double click on a call entry in the list or Press the Retrieve key followed by the corresponding call ID digit from the Incoming Calls list or Press the Answer key to answer the highest priority call Note To use the Retrieve key to answer an incoming call ens
23. dialing the Last Number Redial code System Speed Call allows you to dial a telephone number by entering a short access code See System Speed Call on page 49 Dial from Phone Book useful when you don t know the full name of the person you are asked to find or you only know the person s location or department See Phone Book on page 46 Dial from the Busy Lamp Field BLF displays a list of phones with status icons beside them You can use the Call button to dial any of these monitored phones See Busy Lamp Field on page 32 Dial from the Scratch Pad allows you to dial a telephone number you typed on an electronic note pad See Scratch Pad page 47 1 Use this space to record the digits you dial to access a specific trunk Guestions about Dialing Telephone Numbers Can I access a specific trunk Yes you can select a specific trunk to dial out on Dialthe Individual Trunk Access Code Dial the trunk number Trunk numbers can be 1 to 4 digits long When you hear dial tone continue dialing the telephone number If you hear busy tone the trunk is in use You can Press Override to interrupt the call in an emergency or Press Release or Cancel to release the console from the trunk What do I do if I make a mistake while dialing If you notice the mistake before you complete dialing press Cancel and then re enter the number If you realize you transferred a call to the wrong extension a
24. 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 However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the eguipment and receiver Connect the eguipment 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 Note Changes or modifications not expressly approved by Mitel Networks Corporation may void the user s right to operate the eguipment Notice to Custoners in EU Countries We Mitel Networks Ltd Of Mitel Business Park Portskewett Caldicott NP26 5YR UK Declare that for the hereinafter mentioned product the presumption of con formity with the applicable essential requirements of DIRECTIVE 1999 5 EC OF THE EUROPEAN PARLIAMENT RTTE DIRECTIVE AND OF THE COUNCIL is given Mitel 5550 IP Console Any unauthorized modification of the product voids this Declaration For a
25. lost connection with the 3300 ICP or has failed over to a secondary 3300 ICP The column header icon 3 also dims when there a loss of connection or a fail over Do Not Disturb applies to extensions only Why do the BLF columns sometimes appear unsorted If you sort any of the BLF list columns and exit the Busy Lamp Field the list remains in the order that you last specified Because the list maintains the order that you last specified it may appear unsorted when you re enter the BLF area To re sort the list in an order that you prefer simply click on the column header once or twice until you see the desired sort order 34 Advanced Features 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 priorities to calls based on their destination For example you might give higher priority to calls to your company s main listed directory number LDN than to Dial 0 calls that is internal calls to the console Your communications department will tell you which type of call it prefers you to answer first Note The Answer key has a hierarchy when the console is set up to answer calls on a first come first served basis recalls are answered first followed by other calls either in order o
26. that can be viewed from all 5550 IP Consoles on the system Displays room status information and softkeys for managing guest services in a Hotel Motel installation Accesses paging eguipment for making announcements Displays softkeys for setting or clearing the Message Waiting indicator on the dialed extension Sends subsequently dialed digits as tones used when dialing into voice mail systems Allows you to find and call an extension by typing the user s name extension number or other information Used to obtain the status busy idle etc of selected extensions and lines and for rapid dialing and transfers Displays incoming calls with caller identity and called line details Use to monitor and selectively answer calls Displays caller and called party information for calls that you have held Use to annotate and transfer held calls Displays transferred calls that are ringing an extension Monitor and retrieve calls that have not been answered Transfers a recall to an extension user s voice mailbox Raises an alarm at the console when an extension user places an emergency call and identifies the extension that placed the call Opens Help which provides information to help you accomplish your tasks Re displays the main console screen Launches specified third party application Programmable Firmkeys Keyboard Controls TRUNK STATUS Displays information about trunk outside line usage Use
27. values turn bold and alternate between the default colors black or white and orange The Total time value for the calls also turn bold Answer recalls using the procedure for retrieving a call on hold ee To connect a call on hold to the Source or Destination party 1 Press Retrieve and dial the position number of the call 1 6 you want to retrieve or Double click the call you want to retrieve in the Calls on Hold display 2 Press Source or Destination if you want to speak privately to either party 3 Press Release to connect the parties and release the console from the call To connect wo 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 appears in the Source area Repeat Step 1 to retrieve the other of the two calls you wish to connect Information about the call appears in the Destination area Press Conference to connect the calls and Hold to hold the call or Press Release to connect the calls and release the console from the call Note If you wish to hold the connected call and want the connected call to include one note from one of the two original calls press Swap Notes after you press Conference and Hold The selected note is bold The note to be discarded is greyed ou
28. A guest s message register is automatically cleared when the guest is checked out If a guest prefers to pay for calls on a daily basis you can manually clear the register after each payment is made To display or clear roomis message register 1 Press Guest Service or if you are already on acall to the room press the Guest Service softkey 2 Use the computer keyboard to type the room number in the Room Number box not necessary if you are already on a call to the room The Message Cost and Calls fields show the total cost and num ber of all external calls placed from the room 3 Click Clear to erase the Message Cost and Calls totals If a printer is attached to the console a report may print showing the contents of the register before it was cleared Printing Reports If a printer is connected to the console you can request printed reports of message registers room status and automatic wake up calls Some reports print automatically For example whenever a wake up call is set changed or canceled a record of the event is printed To print a report Onthe Tools menu select Guest Services followed by the com mand that corresponds to the report that you want to print 58 Hotel Motel Features Reference 60 Reference Alans Greetings Your telephone system uses automatic monitoring and fault diagnosis Record your company s preferred greetings for each of the following to check
29. 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 Paging Zones Use this table to record the paging zones your system uses Contact your communications department for more information Location Zone Code information Bla Hunt Group Name Extensions Number All Zones 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 Reference 67 System Speed Call List System Messages These messages appear in the various areas of your screen Name Number Absent Feature Disallowed for Last Select Night Service As the last or only attendant in the group you cannot place your console into absent mode Access Disallowed The feature access code you ve dialed is not available to an Attendant Aticnctww Gr oup Displayed when one attendant calls another number belonging to one or more attendants Broacicast Gr oup Group of extensions sharing the same line Actually every line in the system is part of a broadcast group even if it appears on only one extension private lines for example Busy The number you just dia
30. Firstcome First served or Line Priority Basis The Answer key has a first come first served hierarchy recalls are answered first then all other calls either in order of arrival or in order of call answering line priority If you have assigned call answering priority the Answer key answers calls arriving on high priority lines before calls arriving on low priority lines Note To assign call answering priorities to calls based on the telephone number that the callers dial to reach the console see page 35 To answer a call using the Answer key 1 Ensure both the Source and Destination areas are clear 2 Press Answer Information about the call such as the trunk name and number for an external call or the caller s name and extension number for an internal call is displayed in the Source area Call Handling Basics 15 About the Call Answering Softkeys The call answering softkeys are assigned by your communications department to suit the types of calls your company receives Ask your communications department which type of calls it prefers you to answer first The leftmost softkey is reserved for recalls see Answering Recalls on page 35 but the other softkeys may be programmed in a variety of ways For example you might have softkeys labelled as follows Dial 0 and External to indicate whether a call is from outside the system or inside or WATS or TIE to tell you the type of tru
31. For details on how to page see page 45 In the example above assume that Jane Doe hold position 2 wants to reach Mr Lee Assume that the Call Park Remote Retrieve Code is 69 Page Mr Lee in the following manner Mr Lee please dial 69 142 Mr Lee the called party can then retrieve the call by dialing 69 Call Park Remote Retrieve access code 14 the two digit console identity number and then 2 the hold position number When the called party retrieves the call the call is removed from the hold position on your screen Up to six calls can be parked at the console at any one time Advanced Features 35 Questions about Call Park What happens if the called party does not retrieve the call After a predetermined period of time the call will automatically recall your console What happens if change the status of the console to Operator Absent while have parked calls The parked call will remain in the attendant hold position for the same predetermined period of time This allows system users to retrieve calls parked at a console whose attendant just left After the predetermined period of time all parked calls external and internal are automatically routed to a programmed answering point 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 prog
32. MITEL IP Console USER GUIDE MITEL it s about NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation MITEL The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document Revisions of this document or new editions of it may be issued to incorporate such changes No part of this document can be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without written permission from Mitel Networks Corporation Mitel is a trademark of Mitel Networks Corporation Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged Mitel 5550 IP Console User Guide Release 2 1 58008500 Trademark of MITEL Networks Corporation Copyright 2005 MITEL Networks Corporation All rights reserved Notice to Canadian Customers This Class A digital apparatus complies with Canadian standard ICES 003 Notice to U S Customers This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful
33. Press the key on the console keypad to set the volume to the level you want You can also use the Options command on the Tools menu to adjust the volume After selecting the command either during a call or while the console is idle click Audio and then drag the slider to set the volume to the level you want You should also use the 3300 ICP clock if you set wake up calls for guests Setting wake up call applies to hotel motel systems only To set the console ine Unplugging the Handset or Headset 1 Choose Options on the Tools menu 2 Select Time Unplugging the handset or headset from the console keypad automatically enables the other if it is plugged in If neither is plugged in the console changes 3 Select the option you want to Operator Absent status Or if you are the last active attendant the system 4 Click Apply or OK goes into Night Service 1 mode 10 Getting Started Call Handling Basics 12 Call Handling Basics 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 pt Incoming Calls allows you to selectively answer calls Incoming Calls shows recalls at the top of the list then all other calls either in order of arrival or in order of assigned call answer ing priority if you have specified line priority You can answer calls in any order See
34. all numbers for use by all attendants For more information see page 31 Programming system speed call numbers is done by your com munications department and cannot be done from the console Tone Signaling You may have noticed that when you dial a number at your console you don t hear any of the tones or pulses normally associated with telephones You don t hear tones because your console communicates with the rest of your telephone system with different types of signals However there are times when you need to send tones in order to complete your call Typically special services such as voice mail require passwords or other information in the form of tones before allowing access To generate tones Once the connection is made and you are prompted to enter digits 1 Press Tones The Tones indicator in the Console Status area appears dimmed when tone signaling is turned off 2 Dial the code To tum off tone signaling Press Release to disconnect your console from the call Tone signaling stops automatically or Press Tones again to turn off the tones Advanced Features 49 50 Advanced Features Hotel Motel Features 52 Hotel Motel Features Displaying and Changing Roominfonmelion 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 m
35. ard Click the desired entry to select it Press Call or ENTER to call the selected entry You can also double click the entry to call it 7 Press Hold For to hold an incoming or held call for the selected entry Note Pressing Hold For automatically annotates the held call with the name number department location and BLF status of the selected Phone Book entry 8 Press New Search to begin a new search Questions about Phone Book What does the icon mean When it appears next to an extension it means that the extension is designated as private Attendants see the name and number of the extension on their screens other extension users see only Private on their display You may not want to give out any information to callers about the status of locked extensions What do the icons in the y column mean These icons appear beside extensions They indicate the following states idle phone Do Not Disturb off f idle phone Do Not Disturb on ringing phone Do Not Disturb off ringing phone Do Not Disturb on e busy phone Do Not Disturb off G busy phone Do Not Disturb on Blank Not monitored or cannot be monitored The absence of icons icon next to all the BLF entries indicates that the console has lost its connection to the 3300 ICP or has failed over to a secondary 3300 ICP The column header icon 3 also dims when there a loss of connection or a fail over Do Not Disturb
36. ation The information displayed in both areas includes the name of the party extension or trunk number or trunk label type of extension status of call e g ringing privileges as signed to the trunk or extension and the type of call e g Conference Recall Serial Call Waiting area displays an icon es as a visual indication of incoming calls This area complements the ncoming Calls display in the Queued Calls area by allowing you to view at a glance the number and priority of calls waiting The icon appears above the softkey that is used to answer the call You can tell how many SHE are waiting by the color of the icon yellow for one call blue gs for two calls and red es for three or more calls Softkey area displays Softkey commands The commands correspond to the Function keys on the computer keyboard See the next section for more information on the Softkeys Response area displays messages to alert you of system warnings and errors It also indicates the date and time 4 Getting Started Questions about Resilient Talk State What is Resilient Talk State Resiliency gives your network the ability to handle calls and provide voice mail service in the event of a 3300 ICP system failure or a network level failure When a failure occurs the 5550 IP Console goes into Resilient Talk State while it attempts to switch to a secondary 3300 ICP All calls in talk state at the time of failure rema
37. cept Handling message displays in the Destination area See System Messages on page 68 for information about the messages that may display in that situation 62 Reference 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 Destination area of the console screen along with its Class of Service and the other information on the caller Here are a few examples on how the Class of Restriction can affect users The extensions with a given COR may not dial outside the sys tem at all having to ask the assistance of the attendant to do so Extensions with another COR may have to go through the atten dant in order to dial long distance Extensions with yet another COR may only dial certain long distance numbers and at given times of the day Extensions with the least restrictions programmed could dial anywhere at any time The extension s COR may change with Day Night 1 and Night 2 services Routing may change according to the time of the day and the day of the week indicating different outside dialing privileges according to the time of dialing Class of Service Not all the features described in this Guide are available on your console or on other extensions An ext
38. copy of the original signed Declaration of Conformity in full conformance with EN45014 please contact the Regulatory Approvals Manager at the above address Complies with EN55022 EN55024 EN60950 Note This is a Class A product Notices iii Notices Symbols These notices appear on the product and in the technical These symbols appear on the product documentation The exclamation point within an equilateral triangle indicates WARNING Warning indicates a potentially hazardous situation which if that important operating and maintenance servicing not avoided could result in death or serious injury instructions are included in the literature accompanying the product CAUTION Caution indicates a potentially hazardous situation which if not avoided may result in minor or moderate injury and or damage to the equipment or property iv Notices Table of Conterts Notice to Canadian 1 Notice to U S 1 Notice to Customers in EU CountrieS 1 Meji e pp PE IEEE iv Symbols 2 an ua Ra eat ace x asian a iv Table of Contents V GETTING STARTED Introduction an eae Ve ee t D RR na Te DR ae 3 Before you begin using the 3 Conventions used in this 3 Console Components
39. dit the Bulletin Board if someone else is editing it the Bulletin Board background will remain gray after you press Edit 3 Type the information you want to post Press Save To view the most recent changes to the Bulletin Board press Refresh To dial a telephone number posted on the Bulletin Board 1 Select the telephone number using the mouse or the computer keyboard 2 Press Call or double click the selected number Note Information posted on the Bulletin Board is stored in a file on your network The actual location of the file is determined during installation of the console If the file is moved enter the new location using the Options command on the Tools menu Advanced Features 31 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 extension or line is idle busy ringing or in Do Not Disturb See page 34 for a list of the icons and their meanings If the BLF feature is unavailable either because it was not enabled when the console was installed or because the console has lost its connection with the 3300 ICP the 3 icon at the top of the Status column in the BLF area will appear dimmed In addition no BLF status icons appear next to the BLF entries indicating tha
40. e that you don t pick up a ringing call that another attendant has just placed For more information see page 32 Call Handling Basics 27 28 Call Handling Basics Advanced Features 30 Advanced Features 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 Access Code A Verified code provides access to features a Non Verified Code records calls on the SMDR log 2 Dial the Account Code ending in If you make a mistake press Cancel and try again 3 Continue dialing For more information about Account Codes contact your communications department Bulletin Board The Bulletin Board is shared by all 5550 IP Consoles on the system Use it to post information that you want other attendants to see and to store speed dial numbers that all attendants can access Bulletin Board E IMPORTANT REMINDER New lines are being installed over the coming weekend Please relay reports of problems users have accessing lines to Corpcom ext 555 immediately Tech Suppport speed dial 1 888 345 3452 Fil Save Cancel To post infomation on the Bulletin Board 1 Press Bulletin Board 2 Press Edit Only one person at atime can e
41. e currently queuing in each display For example Incoming Calls 3 shows that three incoming calls are being queued What does a flashing orange Queued Calls tab signify When a Queued Calls tab flashes orange it alerts you that a call being queued requires your attention for example an incoming call has arrived or a held call is recalling The tabs will flash to alert you any time a call requires attention even if you have not selected that tab 14 Call Handling Basics Answering Calis 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 amp appears above the softkey associated with the call When you have incoming calls your screen may look similar to this Bll Incoming Calls 3 Calls on Hold 0 Transferred Calls 0 ID Total Caller Number 1 49 Name 5117 5117 2 44 Tisc Mytel 12400 3 26 Test5101 5101 Name Number Device Line Type Privileges Notes cy 1 2 F2 5586 Incoming Cal F4 5666 IP0821 You can answer calls several different ways Press Answer or Pressthe corresponding softkey to selectively answer a call or Select a call from the ncoming Calls display or Press Retrieve and the call s ID digit Note You cannot answer a new call until the one you are engaged in is transferred disconnected or put on hold Answering Calls on a
42. e guest still does not answer the wake up call could Long Distance to allow internal local and long distance be routed to the console calls Some display phones can set their own timed reminder The Option 1 Option 2 Option to impose special call restric above procedures will also clear or change a reminder already tions determined by system programming set by the user Note Your system may be programmed to automatically change call If a printer is attached to the console a report may print each restrictions forrooms time time you set change or cancel a wake up call 56 Hotel Motel Features Blocking Roomto Room Calis 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 acall to the room press the Guest Service softkey 2 Enter the room extension using the computer keyboard not nec essary if you are already on a call to the room Press Search In the Call Block list select the option you want Press Save tum Call Blocking on or off for the entire system 1 Select Guest Services on the Tools menu 2 Select Toggle Call Block The Call Block indicator in the Console Status area appear dimmed when Call Blocking is turned off Note Your system may be programmed to turn Call Blocking on a
43. eck on the conference periodically because the parties in the conference cannot get in touch with you To retrieve a held conference You can retrieve a conference only when the Source and or Destination area on your screen is clear 1 Press Retrieve and dial the call ID number of the held conference or 2 Double click the held conference from the Calls on Hold display 26 Call Handling Basics 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 amp appears above the Recall softkey and the call appears with highest priority in the Incoming Calls display Because Recalls are given priority they are answered first when you press Answer To answer a Recall The Source and Destination areas must both be clear 1 Press Recall or 2 Press Answer You are now connected and may ask if the caller wants to con tinue waiting or wants you to ring another extension Note Any notes that were added to the call prior to its returning as a recall no longer appear If you wish you may annotate the call again see page 23 for details 3 Depending on what the caller wants you now have several options Press Redial Dest if the caller wants to continue waiting Dial another extension Press Release to disconnect the call Press Voicemail to transfer the caller to t
44. ecutive entries hold down CTRL while you click individual entries To search for an entry type all or part of the name in the Find Names starting with box 2 Do any of the following Click Add to add the selection to the top of the BLF list or Remove to delete it Click Move Up or Move Down repeatedly until the selection is in the desired position To guickly move an entry hold the mouse button down on the Move Up or Move Down button 3 Click OK Questions about the Busy Lamp Field Tip Create the BLF list with your favorites at the top of the list They will always appear at the top when the list is unsorted What does the icon mean When it appears next to an extension it means that the extension is designated as private Attendants see the name and number of the extension on their screens other extension users see only Private on their display You may not want to give out any information to callers about the status of locked extensions What do the icons in the y column mean These icons appear beside extensions They indicate the following states idle phone Do Not Disturb off a idle phone Do Not Disturb on ringing phone Do Not Disturb off ringing phone Do Not Disturb on e busy phone Do Not Disturb off G busy phone Do Not Disturb on Blank Not monitored or cannot be monitored The absence of icons no icon next to all the BLF entries indicates that the console has
45. ed to your console Toll Denial Route Restriction The caller tried to dial a toll number not allowed in his her Class of Restriction and the call has been rerouted to your console Tone Timer Expired You ve been listening to busy or ringing tone for too long and the System has disconnected your call Cancel the call and try again Transferred The call has been transferred from an internal extension Trunk Access Denied You are not allowed access to the trunk because of your or the trunk s Class of Restriction Unable to Setup or Acid to Conference Either there is a restriction in your COS COR preventing you from set ting up a conference you have reached the maximum number of trunks allowed in a conference you have reached the maximum number of conferees allowed in a conference or you cannot have two attendants in a conference 74 Reference Unessigned Directory Number The number you dialed is not recognized by the telephone system Verify your number and try again W ke 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 optional feature MV amp Ekzup Call SystemEnor Part of the Hotel Motel Feature package The Wake up function is not operating properly Contact your communications department You are already using the selected language Language not chancgecL You made a mis
46. ed for headset use only the other for either status back to Present handset or headset use Both jacks can be in use at the same time but when they are the dual use jack is used for listening only Typically a supervisor uses the dual use jack to monitor a new Console Language attendant during training Text on the console screen can appear in English the default Connect Mitel approved headsets only to the keypad For a list of French Spanish Dutch Italian or German You can choose the approved headsets see the 5550 IP Console Installation Guide desired language during installation The dual use jack provides different audio levels for headsets and To change the console language handsets Use the i list to indicate which one headset or handset 1 Choose Options on the Tools menu is connected to the jack 2 Select Language To set the dual use jack for handset or headset operation 3 Select the language you want 1 Plug the handset or headset into the dual use jack 90 on the 4 Click Apply or OK back of the console keypad 2 Select Handsetor Headset from the QGlistinthe Console Status area The change takes effect when you restart the console Console Time To adjust the handset or headset volume during a call You can use either the 3300 ICP clock or the clock in your PC as the time source for the console Using the 3300 ICP clock is recommended since it s the time source for extensions in the system e
47. ension s Class of Service COS appears with the information about that extension in the Source or Destination area of the console screen Each COS defines which features an extension or console can activate The message Feature not allowed appears on the console screen when you try to access a feature not allowed in your or the extension s COS Here are some examples of how a COS could affect users COS could change depending on whether the system is in Day Night 1 or Night 2 Service Extensions without an appropriate COS could be denied access to certain features such as Call Override Paging Access or Setting Message Waiting Notification You and other extension users may be required to enter an Ac count Code for additional system access or when you want to use your COS at a different extension Some extension users cannot be overridden Reference 63 Feature Access Codes FEATURE 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 Answer External No Answer Internal Call Park Remote Retrieve Call Pickup Dialed Directed Call Privacy CODE FEATURE Camp on Retrieve CODE Clear All Features Remote Conference Do Not Disturb Remote
48. ension on their screens other extension users see Private on their display Call Handling Basics 17 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 edension 1 Dial the extension number from the console keypad Information about the extension appears in the Destination area If information about an answered call is currently in the Destina tion area that information moves to the Source area as soon as you start dialing 2 Press Release to release the call If the extension is busy the transferred call will automatically camp on to the line to wait until it becomes free You can also handle the call in one of the following ways If the edension is busy 1 Press Source and ask what the Source party would like to do This leaves the Destination information displayed so that you can easily take a message and set Message Waiting on the destination extension if required See Message Waiting on page 43 or 2 Press Cancel to cancel the call The caller remains in the Source area but the information in the Destination area is lost which makes setting Message Waiting more difficult or 3 Press Override to intrude into the Destination party s call if permitted by your and the extension s Class of Service see Override on page 44 To call an outside nu
49. er Selected Operation Not Being AcknonlecigecL Request is Abandoned The telephone system is not processing your request Try again later or verify your operation Selected Trunk Indicates that a particular trunk has been selected for use Serial Indicates a caller who wants to talk to several people in succession Serial Busy The Serial call has returned to your console because the destination is busy J Reference 73 Serial No Answer The Serial call has returned to your console because the destination did not answer before a predetermined period of time Serial Recall The Serial call you made was successful Set MSG waiting for Station Enter the number of the extension on which you wish to set a Message Waiting notification Setup DND for Station Enter the number of the extension for which you wish to set up Do Not Disturb SUPERSET The station in question is a SUPERSET telephone 5550 IP Console You are connected to another 5550 IP Console Systemis in Night Service 1 The call has been rerouted because the system is in Night Service 1 Systemis in Night Service 2 The call has been rerouted because the system is in Night Service 2 System Unable to Conplete Selected Operation Please Try Again The telephone system is not processing your request Try again later V Toll Denial legal Dialing The caller dialed a toll number wrong and the call has been rerout
50. erconnected hotel motel rooms or suites When STS is operating for a particular suite calls to the suite ring all phones Wake up calls Message Waiting Do Not Disturb and Call Blocking also apply the same to all phones When operating without STS each phone acts independently allowing for example guests in a two bedroom suite to set separate wake up calls How can you tell whether the console is connected to a room or a suite and whether STS is operating When connected to a suite with STS operating the Telephone section of the Guest Services screen will show the number and name of the calling or answering extension as follows Telephone Number 5002 yj Name The upper part of the Guest Services screen will show the primary suite number that is the number used to call the suite and for check in and check out If STS is not operating the Number box in the Telephone section is activated allowing you to select a phone and set up a wake up call for it Hotel Motel Features 53 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 or condition status see page 55 Enter change or clear the wake up call time see page 55 Set or change outgoing call restrictions see page
51. essage waiting wake up call and other guest services To display enter or change roominformmelion You can display change or enter new room information while the console is idle or when you are on a call to the room 1 Press Guest Service or if you are already on a call to the room press the Guest Service softkey 2 Enter the room extension using the computer keyboard not nec essary if you are already on a call to the room The display looks similar to the following amp Last Name Smith First Name John Affiliation IT Number 1208 Occupancy Occupied Condition Maid Present Call Restriction Internal Call Block Affected bc Message Cost 0 Calls 0 Extension Wake up ile Once Automatic v 06 00 2 Once Automatic v Once Automatic vl DND Off MY Off In this example John Smith from I T is checked into room 1205 and can make internal calls only He has a Wake up call set for 06 00 The room is occupied and being cleaned Maid Present and the extension is affected by Call Blocking Note The information displayed is different depending on whether the console is connected to a room or a suite see About Suite Services below for details 3 Make the reguired changes if any and then press Save to save them About Suite Services Suite Services provides optional Shared Telephone Service STS to all phones in int
52. f call answering priority or in order of arrival If more than one call is waiting at a particular softkey those calls will be answered on a first come first served basis To specify which calls are answered first 1 Choose Options on the Tools menu 2 Click Answer Priority Do one of the following answer calls on a first come first served basis select First Come First Served To prioritize calls by line select Assigned line priorities and then enter anumber from 1 to 7 for each line The lower the number the higher the answering priority 4 Click Apply or OK Call Park Provided the appropriate access code is programmed into the system this feature allows an extension user to retrieve a call that you put on hold by dialing the Call Park Remote Retrieve access code followed by the console identity number the first two digits of the call ID value and the hold position number the last digit of the call ID value displayed on your screen To parka call for retrieval by an edension user 1 Putacallon hold see Holding and Retrieving Calls on page 23 The screen displays the call in the first available Hold position Incoming Calls 0 L8 Calls on Hold 2 Transferred Calls 0 TEE Caller Number Notes 141 18 John Smith 1205 1142 05 13 1206 Fr 144 145 146 S 2 Page the requested party informing him or her of the hold posi tion number
53. fter a time out period the transferred call if it is an outside line returns to the console as a Recall 20 Call Handling Basics Introducing the Caller before Con pileting the Transfer After your call is answered and you ve had the chance to speak with the person privately 1 Press Release to complete the transfer or 2 Press Source to speak privately to the party in Source the party in Destination is on Consultation Hold To speak privately to the party in Des tination again press Destination Transferring a Call to a Voice Mailbox The Voicemail key on the console keypad allows you to Transfer recalls directly to an extension user s voice mailbox You can use the key for transferring recalls only that is for transferring calls that have returned to the console because the extension went unanswered e Call the Voice Mail system directly After pressing the Voicemail key manually enter the Voice Mail box number The digit required to trigger the Voice Mail sys tem to prompt for a Voice Mail box number is entered automatically Note For information on how to program the Voicemail key for one button transfers to Voice Mail see page 42 Transferring a Call to an Outside Number You can request a meter pulse count for the call from the telephone company operator Upon completion of the call the console will ring When you answer the meter pulse count will display on the console screen Ask y
54. he caller tried to access an unavailable feature Intercept handling has rerouted the call to your console Data Line Equipment name displayed when a data line is called Data Group Equipment name when a data group is called Directory Number Out of Service The caller has dialed a directory number that does not exist The call has been rerouted to your console Do Not Disturb The extension user you dialed has activated Do Not Disturb You cannot call this extension unless you use the override feature Error in loading the Busy Lanp Field configuration file The file that stores the BLF list entries cannot be accessed Contact your system administrator Extemel Indicates a call from outside your system a trunk call Feature Activated A feature such as Do Not Disturb is activated Feature Cancelled A feature such as Do Not Disturb is cancelled Feature Not Allowed There is a restriction preventing you from using this feature or performing this action 70 Reference Guest Service Part of the Hotel Motel Feature package This prompt appears in several attendant mode operations Pressing it places the console in Guest Service mode immediately Headset or handset required for attendant operation Plug in your headset or handset Holding Party Locked Out You have left the caller on Key hold for too long and the call is returning to your console Hunt Group Indicates that a station or trunk is a membe
55. he extension s voicemail box Note Serial calls will also recall the console See Serial Call on page 47 Recovering a Call You can recover a call that you released to the wrong extension in several ways To recover the last call released fromthe console Use the Recover key on the console keypad to retrieve a call that you just released to the wrong extension Press Recover Note To successfully recover the call you must press Recover while the extension is still ringing and you cannot have started another action such as dialing or answering a call before pressing Recover To recover a call that is not the last call you released fromthe console You can recover a released call if it still appears in your Transferred Calls display See Retrieving a Transferred Call on page 21 To recover a call that is ringing an edension in the Busy Lamp Field If a call is ringing an extension in the Busy Lamp Field BLF area and the extension is busy not answering or you know that the called party is not available you may wish to recover that call to speak to the caller directly With your console inidle state thatis with no calls in either the Source or Destination areas 1 Ensure the extension in the BLF list is ringing one of these icons is displayed beside it or 8 2 Click once on the ringing extension to select it 3 Press Pick Up Note If one or more attendants is attending calls with you be sur
56. hich the extensions were programmed into the hunt group It always starts with the first extension in the list and the hunting ends with the first idle extension found Line A telephone communications channel between switching centers or the Central Office and the 3300 ICP Night Answer Point s An extension user can answer incoming calls ringing the Night Answer Point by dialing the TAFAS code Night Service A system mode of operation that routes incoming calls to the Night Answer Point s when the system is in Night Service and the Attendant consoles are in Absent mode Pickup Group Extensions located in one area or with similar departmental functions are often placed in the same answer group Recall A call returns to the console for further handling by the attendant SMDR Station Message Detail Recording This is an application that automatically logs call information such as length of call and caller extension number among other things Switchhook Hash Used by extension users to signal the telephone system that they want to activate a feature TAFAS Code Trunk Answer From Any Station A code used to answer calls ringing the Night Answer Point s Trunk An outside line which links two switching systems This link can be between one or more private telephone systems and or between your private system and the public telephone system Central Office 66 Reference Hunt Groups
57. ick Yes 3 Click Yes again to confirm the cancelling Clear All Features From your console you can disable features activated on any extension in the system These are the features you can clear All Call Forwarding Do Not Disturb e Callbacks to other users e Advisory Messages Auto answer Timed Reminder To cancel all features on an edension 1 Select Cancel Station Features on the Program menu 2 Enter the extension number using the computer keyboard 3 Click Yes Questions about Clear All Features Will using Clear All Features on an extension have any effect on Messages or Callbacks set on that extension by other users No it only affects features activated by the extension user Any Message notifications or Callbacks set on the extension by others will still be in place Similarly Clear All Features will have no effect on the station user s Account Codes or Class of Service Advanced Features 37 Custonize 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 e Call ID Incoming Held or Transferred Time and Total time that the call has been queued Caller s name and number Notes use this field to annotate held calls see Annotating Calls on page 23
58. idly Yes you can freeze the list See page 14 for more information 22 Call Handling Basics 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 On Hold display is customizable so you can select the columns of call information that you want to see and you can re size the columns to show more or less information See page 38 for a list of the call information columns that you can view and customize To place a on hold Press Hold To retrieve a call on hold You can retrieve a call on hold only when the Source and or Destination area on the screen is clear 1 Press Retrieve and dial the position number of the call 1 6 you want to retrieve or Double click the entry in the Calls on Hold display or Press Retrieve and then the star key on the keypad to retrieve the longest held call 2 Speak to the caller Press Dial DEST to release the call to the original Held For party if the caller wishes to try to reach that person again Note If you have annotated or added notes to the call refer to those notes so that you don t have to ask again for the caller s name or the name of the person the caller wishes to reach See Annotating Calls on page 23 for details
59. in connected to the console You will know that the console is in Resilient Talk State by the presence of icons described below in the Console Status area What is fail over Fail over occurs when the 5550 IP Console is in the process of connecting to a secondary or alternate 3300 ICP following a system failure Note that call handling features such as Hold Transfer Conference and Page are not available during fail over Once fail over is complete call handling features become available again What does in the Console Status area signify The console is connected to the primary 3300 ICP and operating normally What does in the Console Status area signify The console is connected to an alternate or secondary 3300 ICP not the original or primary 3300 ICP What does in the Console Status area signify Switching between 3300 ICPs is in progress The console is in fail over state What does 0 in the Console Status area signify Repeated attempts to connect to a primary or secondary 3300 ICP have failed The console will continue trying until a connection is established What do I do when the 5550 IP Console is in fail over state Take a message or ask the caller to call back later fail over state usually lasts less than 30 seconds Once the console has connected to a 3300 ICP eo will appear in the Console Status area and you will be able to resume normal operation Getting Started 5 Con
60. ist Members Name Number Department Location Number Name Department Location Alexander An 5115 Sales 12425 George Sam HelpDesk Paris Annie2 su Ing corp ph 12401 Dar lan HelpDesk Ottawa Aytel Disc sales67890 Turkey 12400 Lee Hank Admin Ottawa Aytel Fisc Helpdesk90 Turkey 12415 Manx Karl Admin Ottawa Aytel Hise Admin Turkey 12402 Pardo Amelia Sales Torontt Aytel Nise Admin Turkey 12420 Hannan Mahsa Sales India Aytel Pisc sales67890 Turkey 5119 Webb Frank Marketing Florida Aytel Rise Helpdesk90 Turkey 5115 Alexander Sales Florida Aytel Vise sales67890 Turkey 5116 Sanchez Bob HR East W Aytel Xisc 125968 Helpdesk90 Turkey gt Remove 68 Lee Derek Security Camp bb cc 123501 cape BLF5170 5170 Sales Location Move Up vi lt gt Move Down Selectthe extensions to add to the BLF List lt lt lt OK Cancel Apply If an extension or line is missing contact your administrator to have it added then close and reopen the Edit BLF List dialog to see the extensions your administrator has added Changes to Name Department and Location of an existing monitor are updated between 5 and 6 AM or if you exit and start the Console again Advanced Features 33 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 cons
61. ither your or the paging unit s Class of Service to interrupt the page in progress Page Zone Unassigned you do not have access to that paging zone Connected to Pager you are connected and can make your announcement To end a page Press Cancel or Release You are disconnected from the paging equipment Advanced Features 45 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 in Sales rather than a specific person A location could be a conference room the lobby of your building or other place that has a phone You can also make a call from the Phone Book To access your systemdirectory You can access the directory at any time Press Phone Book 2 Type the person s name or other information in the appropriate boxes Use the mouse or Tab to move between boxes Press Backspace to erase incorrect keystrokes 3 Press Search or ENTER Entries that match what you typed appear in the Phone Book area Search Results Name Number Department Location BERE x Atest Annie 5117 R amp D boston Auster Art 5102 sales boston v lt gt 4 Scrollthrough the list by clickingthe or buttons or press ing the Page Up Page Down keys on the keybo
62. l click the s icon again to open the Emergency Call Log Advanced Features 41 Finkey Progranning 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 Click Keypad Using the right mouse button click on the key that you want to program A list of features appears Select the feature you want to assign to the key Repeat steps 3 and 4 to program other keys Click Apply or OK To restore the original key progranning Click Restore Defaults Questions about Firmkey Programming What is an Unassigned key and why would I want to program one The Unassigned key allows you to program one or more firmkeys to be blank in other words the key does not launch any feature You may want to program unassigned status to a key that you find you often press by accident for example if you freguently press the key beside Voicemail unintentionally you can program that key to be unassigned so that you don t repeatedly make the same dialing error One Button to Voice Miil You can program the Voicemail key on the console keypad for one button transfers to voice mail 1 Choose Options on the Tools menu 2 Click Voice Mail Under Enter Voice Mail System Number enter the digits re quired to access your Voice Mail system
63. l because softkeys such as Redial Dest remain on screen or Dial a different number if you think you can locate the requested party elsewhere or Press Cancel to reconnect to the Source call but clear the Destination information Do I need to press Release when answering several calls in a row No If you use the Answer key to answer calls pressing Answer transfers the current call to the dialed destination and connects you to the next call waiting This only works if you have calls in both Source and Destination areas What do I do if a caller wants to speak to one person and then another If an outside party wants to speak with several people in a row use the Serial Call feature see page 47 When the outside party completes the first call you receive a Recall and can then dial the next person s number Can I transfer a call to another console Yes by dialing the extension number of the other console You can transfer calls to other consoles but you cannot put another attendant on hold Can I add a note to a call in the Transferred Call display No Because the Transferred Calls queue is so dynamic calls enter it and leave it rapidly you cannot add or edit notes for calls in this display However you can annotate a call by adding a note while the call is in the Source area or the Calls on Hold display Is there an easy way to double click on a transferred call when the Transferred Calls list is changing rap
64. led is busy Callback Recall The busy extension or trunk you requested the system to monitor is now available Caliback Queue Full Your request for a Callback has been denied because of insufficient system resources 68 Reference Call could not be picked up The call has been picked up by another attendant answered at the ringing extension or the caller has hung up Call could not be recovered The call cannot be retrieved either because it has been answered at the extension or the caller has hung up Call Forward Always Reroute This extension user has all calls rerouted to you Call Forward Busy This extension user is busy and has forwarded calls Call Forward Call Fwd Busy to you Call Forward Follow Me This extension user has all calls forwarded to you Call Forward Follow Me Call Forward No Answer This extension user is not available and has forwarded calls Call Forward No Answer to you Cancel All Features for Station Enter the number of the extension for which you wish to cancel all features Cancel CFFMfor Station Enter the number of the extension for which you wish to cancel Call Forward Follow Me Cancel Do Not Disturb for All Stations Conpleted Confirms that the requested action has been taken Cancel DND for Station Enter the number of the extension for which you wish to cancel Do Not Disturb Cancel Forwerdi
65. ller is trying to reach as well as the current state of that line for example busy to the call record For example in the following case the console annotates the call e Acallerin the Source area requests a transfer but the extension dialed from the Phone Book or Busy Lamp Field list selection is busy or not answering Press Cancel then Hold For The held call is automatically annotated with extension user s name and number If the extension is in the BLF list then the department location and line state are also added to the annotation Note The system automatically annotates calls with hold for information when you press Hold immediately after attempting to connecta caller to an unanswered or busy extension See Guestions about Hold and Retrieve on page 25 for more details 24 Call Handling Basics Hold Recall The Calls On Hold display can show two timers for each call on hold The Total timer begins counting when the call first arrives at the console It indicates the total duration of the call TheTime timer begins counting when you place the call on hold It indicates how long the caller has been on hold The timer is reset to zero each time the call is retrieved and placed on hold The Time and Total times are limited to 99 59 minutes seconds Calls that are left on hold longer than the limit determined by system programming recall to the console When a call recalls its ID and hold Time
66. ls 0 3 Calls on Hold 2 Transferred Calls 0 ID ael Total 1 Caller Number Notes Notes m Jane Doe UE 142 _ 16 _ 19 John Smith 1205 ____JUrgentcalli Fr 144 ID 142 145 Hold Time 14 146 Total Time 7 iS Caller John Smith Number 1205 Attendant Notes Urgent call Name bos Tom s 1004 Number Private Device BLF Status R Type Holding For Richard Roe Notes Number 1200 Department Sales Location AdminBldg IP0 20 Call Handling Basics 13 Selecting Calls fromthe Queued Calls Displays You can select calls using your mouse or your keypad 1 Access the appropriate queued calls display 2 Double click on a call entry in the list or 3 Press the Retrieve key then enter the corresponding call ID digit 1 9 from the corresponding queued calls list If you wish to select an Incoming or Transferred call that has an ID digit of 10 or higher double click the call using your mouse Note When you use the Retrieve key to answer a call make sure that the correct queued calls display is selected visible on your console screen For example if you wish to select an incoming call but press Retrieve and a call ID digit when the Calls on Hold display is visible you connect to the held call with that ID digit Adding Notes to Calls in the Queued Calls Display You can add notes to incoming and held calls as well as annotate calls with the name number location and Busy Lam
67. lways transferred to your console Ifthe user dials a number that is rejected by the system for any reason Intercept Handling may be programmed to reroute the call to your console Call Forwarcing When auser has forwarded his or her calls to your console incoming calls to that extension will ring your console When you answer the called party information will appear in the Destination area Note that the Destination area displays the name of the called party the called party s number and the type of Call Forwarding that the called party programmed and that caused the call to be rerouted to your console Follow Me Busy or No Answer Also two softkeys are always available in this situation Set Serial Call and Redial Dest Pressing Redial Dest will automatically redial the called party overriding the Call Forwarding to your console SystemRerouting When the system is programmed to redirect calls to an extension to your console at all times the message Call Forward Always Reroute appears in the Destination area below the user s name and extension number Transferred Calls If you transfer an incoming call to an extension and the extension user transfers the call back to your console the message Transferred appears in the Destination area Intercept Handling When a user dials a number that the system rejects the call is rerouted to your console When you answer the appropriate Inter
68. mber 1 Dial the External Line Access Code 1 2 Dial the telephone number Information about the outside call appears in the Destination area Leaving a Callback You can request a Callback after reaching a busy line extension or trunk The system monitors the line and rings the console when the line becomes free Note that Callbacks on outside lines are used when all system trunks are busy not when the called party is busy To leave a Callback after reaching a busy line Press Callback Placing an Outside Call for an Extension Extension users can usually place their own calls However they could ask you to place a call for them Before dialing you may want to note the extension s COR number see Class of Restriction on page 63 Check with your communications department for specific instructions on how to handle such requests To place an outside call for an extension 1 Answer the call from the extension 2 Dialthe External Line Access Code 3 Dial the telephone number 4 Press Release to release the call from the console and connect the extension to the outside line 1 Usethis space to record the digits you dial to access an outside line 18 Call Handling Basics 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
69. nd off for all affected rooms at certain times of the day and for individual rooms at check in check out time Mbnitoring Guest Rooms Guests can use their room phone as a listening device to monitor their room from a remote station The remote station can be an attendant console an extension or an outside phone calling into the system on a special line i e a DISA trunk To use the console to listen in on a roomthet has roommonitoring activated You can only monitor a room from an idle console 1 Select Guest Services on the Tools menu 2 Select Room Monitor 3 Dial the room number using the console keypad 4 Listen for three short beeps followed by audio from the room If room monitoring is not activated on the room phone you will hear reorder tone or a beep If you see Monitor Busy then another extension is already mon itoring the room If you see Class Restricted or Access Disallowed then the room cannot be monitored because of restrictions on the console or the room phone To disconnect the console fromthe room Press Cancel or Release Hotel Motel Features 57 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 the number of external calls are counted
70. nd you wish to cancel the transfer and reconnect the caller you can Press Recover or e Double click the entry in the Transferred Calls list See page 21 for more information Note You can recover a call that has been transferred forwarded and system routed calls as long as acall has not been answered at an extension Once the call has been answered at an extension you can no longer recover it Use this space to record the digits you dial to access a specific trunk Call Handling Basics 19 Reaching a Busy Number or an Extension with Do Not Disturb Activated Transfering Extending Calls You can transfer a call to an extension or an outside number Use the Transferred Calls display to view and retrieve a transferred call that is ringing an extension When a transferred call is released the call information appears in the Transferred Calls display This display shows calls that have been ringing an extension the longest at the top of the list and the most recently transferred calls at the bottom The Transferred Calls display is customizable so you can select the columns of call information that you want to see and you can re size the columns to show more or less information See page 38 for a list of the call information columns that you can view and customize To transfer a call 1 Dial the destination number The caller is automatically placed on Consultation Hold while you complete the transfe
71. ng for All Stations Conpleted Confirms that the requested action has been taken Cancel All CFWD for Station Enter the number of the extension for which you wish to cancel all types of Call Forwarding Canceling Do Not Disturb for All Stations Your request is in progress Canceling Forwarding for All Stations Your request is in progress Cannot Activate Feature if a Party in DESTINATION Release party in DEST and try again Cannot Put Connected Party On Consultation Hold You already have a party on Consultation Hold and you cannot perform certain functions for example activating message waiting for an extension until you clear the destination field Check Viting for Station Enter the number of the station for which you want to check the message waiting notification s J Reference 69 Conplekec Confirmation message when the number you ve entered is valid and the action reguested has been taken Class Restricted Your Class of Service does not allow this feature Conference Indication that a conference has been set up or is on hold Connected Confirmation message when your call is connected to a data call Connected to Pager Confirmation message that you have accessed the paging zone and can make your announcement COR Indicates the Class of Restriction applicable to that station or trunk cos Indicates the Class of Service applicable to that station or trunk COS Violation T
72. nk the call arrived on or The department name for example Sales assigned to the trunk Use the softkeys to guide you when answering a call For instance when you see that a call is made from outside the system your company might want you to answer with a different greeting than you use for internal calls or recalls Use the form provided on page 61 to record your company s preferred greetings You can also use the ncoming Calls display to guide you when answering incoming calls See page 17 for more information about answering calls using the Incoming Calls display Selectively Answering Calls To select the call you want to answer you can Press a softkey for example Recall Dial 0 External WATS etc to select a call based on the line the call is arriving on or Select a call from the Incoming Calls display to choose a call based on specific call details such as caller name or number Answering calls using softkeys If more than one call is waiting at a particular softkey then the calls are answered on a first come first served basis 1 Use the icons amp in the Call Waiting area to help you decide which type of call to answer first The icon appears above the softkey associated with the call type external recall etc The number below the icon shows how many calls of that type are waiting The icon color also shows how many calls of a particular type are waiting yellow for one
73. o set up an Associated Data Line Call to a remote facility 1 Dial the Data Access Code If you hear silence continue Dial the modem hunt group number Modem Call appears in status area Dial the remote data facility number Seized and then Connected appear in Destination 4 Listen for Connect Tone Press Release Note For faster dialing using Phone Book ask your communications department to add frequently dialed data numbers to the system directory Advanced Features 39 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 dial the Trunk Answer From Any Station TAFAS Code to answer incoming calls ringing the night bell If the last available attendant console has not processed a call after a programmable time out period the system is automatically placed in Night Service 1 To change the service mode Select the appropriate mode from the BF list in the Console Status area Note Contact your communications department for information about where the answer points are and when you should select the different services Questions about Day and Night Service What services are affected by Day or Night Service The change from Day to Night ser
74. om quency once or daily and method automatically by the system the phones in their rooms There are three levels of call restriction or personally by a hotel employee of delivery Internal Local and Long Distance 2 Click in the Wake up box and then type the hour and minutes in 24 hour format You must enter four digits for example 0630 The system provides three more levels labeled Option 1 2 and 3 for 6 30 AM or 1830 for 6 30 PM that can be used to impose special call restrictions Ask your To cancel a wake up call delete the time from the Wake up box S department for instructions about the use of these restrictions 3 Press Save to save the changes To set or rerrove call restrictions for a room To set change or cancel a wake up tine when NOT viewing the guest roonis Press Guest Service or if you are already on acall to the room 1 press the Guest Service softkey 1 Press Guest Service 2 Enter the room extension using the computer keyboard not nec 2 Enter the room number using the computer keyboard essary if you are already on a call to the room 3 Follow steps 1 and 2 from the previous procedure 3 Press Search In the Call Restriction list select one of the following If the guest fails to answer the wake up call the system will ring memala alow imema Gallen the room up to four more times at intervals of two to seven min Local to allow internal and local calls utes If th
75. or Present For more information see page 44 To start the 5550 IP Console Start Windows Type your user name and password Click your Windows desktop To close the 5550 IP Console On the File menu click Exit Tools for System Programing and Maintenance The 5550 IP Console provides access to tools used to program and maintain the 3300 ICP Access requires authorization i e a user name and password and is usually restricted to trained technicians To access tools for system programing and maintenance On the File menu click Connect to ESM or Connect to OPS Manager Guestions about Starting and Closing the 5550 IP Console What happens to incoming calls when I close the 5550 IP Console application If yours is the only console on the system the system automatically switches to Night Service 1 Calls then ring night bells or another designated answering point If there are other consoles yours will switch to Operator Absent status when you close the application Other answering points will receive the calls that would otherwise go to your console For more information see Day and Night Service on page 40 and Operator Status on page 44 What happens to incoming calls when I minimize the 5550 IP Console window Calls still ring the console and can be answered by pressing the Answer key on the keypad If the Screen Pop option see page 36 is enabled the console window also automatically maximi
76. or ROOMS 0 00 cc tee eens 54 Changing Room Occupancy and Condition Status 55 1 Setting and Clearing Wake up 55 Setting Call Restrictions 56 Blocking Room to Room 57 Monitoring Guest Rooms 57 Clearing the Message 58 Printing Reports Y Y YY eee 58 REFERENCE Alarms tI Renee cs Re Ux RE FN 61 Alarm types ones ERO Dn DR IAU a ne 61 MINOR DD EG herb ER a Deed 61 MAJOR hy Lo y eet pk ge ott DAM 61 GRITIGAL ui ehe Emu ERE 61 eie m LEE 61 Rerouted Calls 2 2 ua a GA RA hie 44 95 ne 62 Class of Restriction sereas sas sas aaan KEE EA ee 63 Glass of MY fm TS 63 Feature Access Codes 64 GloSSaty c 4 hese up Lee p e re GN ORE 65 Hunt De 67 Paging Zones un hk WI bebe t RR eee 67 System Speed Call 68 System 68 Telephone 75 Trunk 76 PE a ol Ne E 77
77. ose trunks currently in use for example Trunk Group Status Search by group number 9 C Search by dialed digits FIO Print FII Print All Group Name Size 9 LS LOOP 4 0 10 Isigs 4 0 1 E amp M 1 0 12 E amp M 3 0 13 E amp M 1 0 14 E amp M 3 0 15 E amp M 4 0 16 2k NT 23 0 Timestamp 11 25 AM The Timestamp shows the time of your last search To display only the information on the trunks that are accessed by dialing a given leading digit string 1 Press Trunk Status 2 Select Search by dialed digits 3 Enter the leading digit string for example area code 416 4 Press Search ae After displaying traffic infomation you can Click Print to print status information for the displayed trunk groups only Click Print All to print status information for all trunks groups including those not displayed 48 Advanced Features System Speed Call Frequently dialed telephone numbers may be saved for you and other extension users for speed dialing Use the table provided in the Reference section to record the System Speed Call numbers you will most likely need Dial the System Speed Call Number The stored telephone number is dialed automatically Notes Ifyou find that you are frequently dialing the same numbers add them to your personal Speed Call list in the Scratch Pad For more information see page 47 You can also use the Bulletin Board to store speed c
78. our communications department for further information about this feature Retrieving a Transferred Call You can retrieve a transferred call once the call appears in the Transferred Calls display Ifthe Transferred Calls display is very active keep your mouse pointer moving over the calls to freeze the list while you retrieve a call Note If you try to retrieve from your frozen list a call that has already been answered while the list was frozen a message indicates that the call is no longer being queued for example no call to retrieve at specified transfer position To retrieve atransferred call 1 Double click the call entry in the Transferred Calls display list or 2 Press the Retrieve key followed by the ID digit displayed in the Transferred Calls display only if the transferred call ID digit is from 1 to 9 Retrieve call entries with ID digits greater than 9 using the dou ble click method described above Note When you use the Retrieve key to retrieve a transferred call ensure that the Transferred Calls display is selected visible on your console screen See page 14 for more details about selecting queued calls Call Handling Basics 21 Questions about Transferring Calls What do I do if the destination to which I am transferring a call is not answering e Press Source to reconnect the Source call and retain the Destination information This gives you more options to handle the cal
79. p Field status of incoming and held calls See page 23 for more information Questions about the Queued Calls Area Why does my mouse pointer turn blue when I move it When you move your pointer over entries in any of the gueued calls displays the mouse pointer turns blue to indicate that the list has momentarily frozen The list freezes that is stops moving to make it easier for you to select calls This is especially helpful when your display is very active with calls entering and leaving it rapidly To keep your list frozen for more than a second or two continue to move your mouse pointer over the call entries as you decide which call to select Note When your display is frozen calls continue to queue If you try to select from your frozen list a call that has already been answered while the list was frozen a message indicates that the call is no longer beng gueued for example no call to retrieve What do the icons gt t 8 which appear on the Queued Calls tabs indicate When an icon appears on a Queued Calls tab the icon is your visual cue that you have selected that tab ot appears on Incoming Calls 5 appears on Calls on Hold gt appears on Transferred Calls What does the number in parentheses in the Incoming Calls Calls on Hold and Transferred Calls tabs indicate The number that appears in parentheses on each of the Queued Calls tabs shows how many calls ar
80. page 16 for details 8 Calls on Hold allows you to view annotate and transfer the calls you have put on hold You can also use this display to remind you of caller identity details before you return to a held call See page 23 for details gt Transferred Calls allows you to monitor and retrieve trans ferred calls that are ringing an extension See page 21 for details You can customize each Queued Calls display by specifying which columns you wish to see and by resizing each column See page 38 for more information Accessing the Queued Calls Displays You can access any of the queued calls displays from the console screen or from a programmable key on your keypad 1 Click the corresponding tab in the Queued Calls area or 2 Click the corresponding icon 9 2 or in the Menu area or 3 Select the Calls menu followed by Incoming Calls Calls on Hold or Transferred Calls or 4 Press the associated programmable key on your keypad For information about programming keys see page 42 Monitoring Inconing Held and Transferred Calls Use the queued calls display to view call information 1 Access the appropriate queued calls display 2 Scroll left or right using the scroll bar along the bottom of the display or 3 Move the mouse pointer over the call A pop up like the one shown below appears and remains on screen for 10 seconds or until you move the pointer away from the call Incoming Cal
81. r 2 Press Release to connect the caller to the ringing phone 3 If you wish access the Transferred Calls display to view the call Note If the called party fails to answer within a time out period the transferred call if it is an outside line returns to the console as a Recall If the dialed number is busy or the extension has Do Not Disturb activated do one of the following 1 Press Source to talk with the caller in Source without losing the Destination information Tell the caller the requested number is busy and ask if the caller wants to try again later or leave a voice mail message for the busy party see Options on page 19 You can also take a message and send the busy party a message waiting indication see Message Waiting on page 43 or 2 Press Cancel and then dial a different number if you think you can locate the requested party elsewhere or 3 Press Source and then Redial Dest to redial the same destination number or 4 Press Override to intrude into the extension user s call if permitted by your and the extension s Class of Service See Override on page 44 or 5 Press Release to camp the caller on to the busy extension Camp on is not allowed if the extension has Do Not Disturb activated The ex tension user hears two beeps to indicate a call is waiting When the user hangs up the extension rings and the waiting call is automatically connected Note If there is no answer a
82. r of a hunt group Interconnect Failure There are local interconnect restrictions which do not allow you to connect the requested devices Interconnect Restriction The caller s extension is programmed with Interconnect Restriction Intercept Handling has rerouted the call to your console Internal Indicates a call from inside your system Invalid Account Code Verify your Account Code and try again Invalid Dialing Verify what you dialed and try again Invalid Number You attempted to dial an incorrect number Verify your number and try again Invalid Trunk Number You attempted to select an incorrect or out of service trunk Language selection option not installed The language you requested is not installed on your telephone system Locked out Indicates a station which is out of service and cannot be accessed or make a call Modem You are connected to a modem ModemBusy The modem dialed is already busy MoclemCall Confirmation message when you dial a modem Moclem Group Indicates that the modem you are connected to is in a group of modems IModemO of Service The modem dialed is out of service and cannot be used at this time Reference 71 Monitor Busy The extension you are trying to monitor is already being monitored from another station MSG Waiting After pressing the Check MSG Waiting softkey this indicates that the extension has message s waiting MSG Waiting OFF
83. rammed this way you can specify the number of calls that must be incoming before the system presents them to your console Screen Pop is a feature that when enabled allows you to minimize the console window and have it pop up when a call exceeding the Incoming Calls Threshold arrives To set the incoming calls threshold 1 Choose Options on the Tools menu 2 Click Miscellaneous 3 Enter a number in the Incoming Calls Threshold box To enable or disable the Screen Pop feature 1 Choose Options on the Tools menu 2 Click Attributes 3 Click Yes to enable Screen Pop or No to disable it 36 Advanced Features 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 edension 1 Select Cancel All CFWD on the Program menu 2 Enter the extension number using the computer keyboard 3 Click Yes To cancel Call Forward Follow Me for a single edension You can cancel Call Forward Follow Me on an extension and leave the other types of Call Forward Busy and No Answer alone 1 Select Cancel Station CFFM on the Program menu 2 Enter the extension number using the computer keyboard 3 Click Yes To cancel Call Forwarding for all edencion users 1 Select Cancel All CFWD on the Program menu 2 Cl
84. rant Clean zi New Sea 12 Select 4 To view information for a room in the list click to select it and then press Select Use the arrow keys or the Page Up and Page Down keys to scroll through the rooms If a printer is attached to the console you can print the occupancy and condition status for all rooms in the hotel or motel For more information see Printing Reports on page 58 54 Hotel Motel Features Changing RoomOccupancy and Condition Status The room occupancy and condition states are as follows Occupancy Condition Vacant Clean Occupied Not Clean Reserved Maid Present see note To Be Inspected Out of Service Note The Maid status can also be changed from the room by dialing a code To change a rooms occupancy and condition status 1 Press Guest Service or if you are already on acall to the room press the Guest Service softkey 2 Enter the room extension using the computer keyboard not nec essary if you are already on a call to the room Press Search 4 Select the desired states from the Occupancy and Condition lists 5 Press Save to save the changes Note Depending on system programming all occupied and clean rooms may automatically change to occupied and not clean at a specified time each day Checking in Checking Out Checking in a guest changes the status of a room to Occupied checking out changes the room to Vacant Both check in
85. ring calls from the Incoming Calls display 17 Dialing Telephone Numbers 18 Leaving a Callback 18 Placing an Outside Call for an Extension 18 Other Ways of 19 Transferring Extending 20 Reaching a Busy Number or an Extension with Do Not Disturb Ac UV 100 a euo Meee ead Skt ated lod AT none ae Mab 20 Introducing the Caller before Completing the Transfer 21 Transferring a Call to a Voice Mailbox 21 Transferring a Call to an Outside Number 21 Retrieving a Transferred Call 21 Holding Calls and Retrieving Held Calls 23 Annotating Calls 23 Hold Recall gt 24 Conference 26 Placing a Conference on 26 Answering 27 Recovering a 27 ADVANCED FEATURES Account 31 Bulletin Board sss ox ese ees aoe he ee A aa art 31 Busy Lamp Field BLF 0 32 Searching the Busy Lamp Field 32 Calling Transferring and Picking Up Calls in the Busy Lamp Field 33 Editing the BLF List
86. rvice Oveniding Confirmation message when you override a busy party Page Zone Busy The zone number you dialed is busy dial another zone code or try again later Page Zone Unassigned Verify the number you dialed If it still doesn t work contact your communications department 72 Reference Press Yes to Confirm Request or No to Quit Press the appropriate softkey Recall A previously extended call has returned to your console after a time out period Recall Busy A previously extended call has returned to your console because the extension is busy Recall Busy Canp on Not Allowed There is a restriction preventing you from camping a call on to the requested destination Recall No Answer A previously extended call has returned to your console because the extension did not answer Remove W iting for Station Enter the number of the extension from which you wish to remove a Message Waiting notification Request Denied Verify what you ve just done and try again RequestignorecL Must press Retrieve key then digit key associated with IDto retrieve call Try again but press Retrieve followed by the call ID digit associated with the call 1 6 Ringing The number you dialed is ringing Route You are calling a route Seized Confirmation message when you access a trunk Select Paging Zone Enter the number of the zone which you wish to access by the Pag
87. s permitted to override the other extension may then do so 40 Advanced Features Errergency 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 from which the call was placed When an emergency call alarm is raised the console rings and displays EMERGENCY CALL The emergency call goes directly to emergency services therefore the attendant does not have an opportunity to verbally communicate with the person who initiated the emergency call To read an Emergency Call 1 Click on the toolbar or Click Tools and then click Emergency Call Log The Emergency Call Log window displays Emergency Call Log Date Time Number Details m If emergency calls were previously cleared they will appear in the Emergency Call Log with the most recent call listed first 2 Click Clear to acknowledge the call EMERGENCY CALL disap pears when the last outstanding emergency call has been cleared Note Only one person can view the emergency call at a time To delete an Emergency Call 1 Inthe Emergency Call Log select the cleared emergency call you wish to delete 2 Click Delete Note Only cleared logs can be deleted The 3300 ICP will retain all Emergency Call Logs
88. sole 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 EIE 3 Programmable Firmkeys Fixed Function Keys Volume and Mute Keys increase or decrease the ringer volume and the volume of the earpiece in the handset or headset Mute turns the microphone in the headset or handset on or off Fixed Function Keys used to answer and manage calls They include Retrieve Hold Answer Cancel Recover and Release Programmable Firmkeys programmable keys that provide access to the console features and system services listed in the following table Mute Ringer Headset Handset Volume Adjustment EE0509 6 Getting Started Programmable Firmkeys SCRATCH PAD BULLETIN BOARD GUEST SERVICE PAGER MESSAGE WAITING LAMP TONES PHONE BOOK BUSY LAMP FIELD INCOMING CALLS HELD CALLS TRANSFERRED CALLS VOICE MAIL EMERGENCY CALLS HELP OPERATOR MODE THIRD PARTY APP Displays an electronic notepad where you can type messages from callers reminders guestions or anything else you would write on notepaper AIso use the Scratch Pad to store numbers for speed dialing Displays an area where you can type messages
89. t Swap Notes appears only if both calls contained notes and only after you have connected and held the call The selected note is bold The note to be discarded is greyed out Guestions about Hold and Retrieve What s the fastest way to annotate a call with the name and number of the person a caller is trying to reach If you cannot connect a caller in the Source area to an extension in the Destination area either because the line is busy or the called party is not answering press Cancel and Hold The console automatically annotates the call with the name and number of the extension to which you last attempted to connect the call See Annotating Calls on Hold on page 23 for more ways to annotate calls Can I place a conference on hold Yes If you can t find a person needed for the conference you can place the conference on hold until you locate the person For details see page 26 If I make an error when adding a note to a call in the Source or Destination area can I undo the note Yes you can If you have not yet pressed ENTER when adding a note to the Notes field press ESC to cancel the message you have typed and begin a new message If you notice an error in the Notes field after you have pressed ENTER you can edit the note by clicking on it Correct the error and press ENTER to re save the edited note Is there a limit to how long a note can be The notes fields in the Source and Destination areas accep
90. t they are Not Monitored You can add and remove extensions and lines or change extension and line order in the Edit BLF List dialog Note You can use the BLF feature list to call extensions even if the feature is disabled To display the Busy Lamp Field Press the BLF key on the console keypad use the Options command on the Tools menu to program a BLF key to the key pad or Click the Busy Lamp Field icon 4 on the tool bar or Click the Tools menu followed by Busy Lamp Field To sort the Busy Lamp Field Sort the BLF list columns to find column entries more easily Name Department and Location columns appear in alphabetical or inverted alphabetical order Sorting is not supported for BLF 3 or Private columns Click the column header once to sort again to invert the sort order and a third time to unsort the information Note Unsorted order is the order in which you built the list using the Edit BLF List dialog Searching the Busy Lanp Field You can quickly locate an entry in the BLF list by matching search values numbers words or the first few letters of a word to entries in the BLF columns To search the Busy Lanp Field You can search by name number department or location 1 Click and select a column to search from the drop down list The default search column is Name 2 Type a search value in the field beside the P icon For example if you search for John Smith
91. t up to 50 characters Call Handling Basics 25 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 conference to speak privately to either caller Press either Source or Destination To add more parties to a conference 1 Dial the number of the next party The word Conference and a Conference number now appear in the Source area and the number of the dialed party appears in the Destination area 2 Press Conference The new party is added to the conference The parties already in the conference hear a brief tone each time a party is added If the line is busy or unanswered or the person is unavailable Press Cancel to reconnect to the conference You may continue dialing to add more parties to the conference To relesse the console fromthe conference Press Release Once you release the conference you cannot re enter it Placing a Conference on Hold If you can t find someone needed for the conference you can place the conference on hold until you are able to locate the person To place a conference on hold 1 Press Hold The conference is on hold The parties in the conference can speak to each other only you are removed from the call 2 Ch
92. take in selecting the language Repeat the procedure Telephone Directory Name Number Reference 75 Trunk N nbers 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 76 Reference Index A Answer calls 11 Answering priority changing 35 Application area 4 Associated data line 39 B BLF 32 Bulletin Board 31 Busy Lamp Field 32 Busy number transfer to 20 C Call Answer Priority 35 Call Block 57 Call Forwarding canceling on extensions 37 Call Park 35 Call restrictions setting for guest rooms 56 Callback 18 Cancel All features on extensions 37 Call Forwarding on extensions 37 Do Not Disturb on extensions 40 Message Waiting on extensions 43 Check in Check outSee Guest Rooms 55 Class of Restriction 63 Class of Service COS 63 Clear All Features 37 Close consoleSee 8 Conference calls 26 Console Adjustments 9 components 3 Keypad 6 Keys 6 Language 10 Ringer 9 Screen 4 Starting and closing 8 Time 10 COR Class or Restriction 63 COS Class of Service 63 D Data Calls 39 Day and Night Service 40 Dialing telephone numbers 18 DND 40 Do Not Disturb 40 E Extend callsSee Transfer calls 20 F
93. the computer keyboard to search for Phone Book entries type UNASSIGNED Allows Yo to program an unassigned or blank key to in the Scratch Pad or Bulletin Board and execute softkey commands suit your calling needs Note Some of the features listed above are programmed for you by default others are optional and may not be labelled on your keypad Softkeys F1 F12 firmkeys For keypad programming information see Firmkey Programming on page 42 The softkeys are the F1 to F12 keys on your computer keyboard You use them to enter commands shown in the softkey area on the screen The commands are not fixed to a specific softkey instead they Handset and Cradle change depending on the state of the call you are handling or the feature you are using For example when you call a busy extension The 5550 IP Console is equipped with a handset and cradle You can the F4 key might be used to request a Callback At another time the adjust the slope of the cradle and detach it from or attach it to the same key F4 could be used to set up a conference call console keypad Mitel approved headsets are also available for use with the console See page 10 for more information about using the handset or a headset Getting Started 7 Starting and Closing the Mite 5550IP Console The 5550 IP Console starts with the operator status set to Operator Absent To begin receiving calls you must change the status to Operat
94. the system for faults situations 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 Calls on Outside Lines is blank If a critical alarm occurs you ll hear a recurring beep Calls On Inside Lines The alarm display is cleared automatically when the fault is corrected Recalls Calls Camped on to a Line Alammtypes Taking Messages There are three classes of alarms Minor Major and Critical MINOR There is a minor alarm within the telephone system which probably does not affect the telephone users MA OR An alarm affecting service has occurred but calls can still be made Contact your communications department CRITICAL The telephone system is not providing normal service and should automatically switch itself to System Fail Transfer Mode if this is available on your system You MUST contact your communications department Reference 61 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 of four types e Calls a user has forwarded Follow Me Busy or No Answer Calls to a given number rerouted by system programming Calls on certain trunks if incoming calls on certain trunks are a
95. ther you are connected to the extension or not 1 Press Message 2 Press Clear MSG Waiting 3 Dial the extension number if not connected to the extension To check whether an extension has a message waiting 1 Press Message 2 Press Check MSG Waiting 3 Dial extension number The words MSG Waiting ON appear in the Destination area if the extension has a message waiting Questions About Message Waiting How do extension users know there is a message waiting for them The indication depends on the type of telephone A user with a standard telephone hears Message Waiting Tone upon lifting the handset If the user s phone has a message lamp the light flashes The LCD display on phones so equipped shows a message waiting indication in addition to the tone When should cancel Message Waiting notifications You can do it whenever it is convenient for you however it saves time and effort to do so at the same time as you deliver the message to the extension user While you are delivering the message to the extension 1 Press Message Press Clear MSG Waiting m 3 Press Release when you finish the call Advanced Features 43 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
96. tly With your console inidle state thatis with no calls in either the Source or Destination areas 1 Ensure that the ringing icon is shown beside the extension 2 Click once on the extension to select it Note If you accidentally double click the ringing extension your console dials the selected extension rather than picking up the ringing call Press Cancel to hang up on the extension 3 Press Pick Up Note If one or more attendants is attending calls with you be sure you don t pick up a ringing call that another attendant has just placed Editing the BLF List BLF lists are either ocalor shared A local list is stored on the console PC for use from that console only A shared list is kept on the network where other consoles can access it All attendants can edit a shared list The changes made at one console appear in all the others Only one attendant at a time can edit the list The attendant making changes sees them immediately the other attendants see them only after they re enter or refresh the Busy Lamp Field area Tip If you know an attendant has made a change to a list you are both sharing but the change is not showing on your screen press BLF or the BLF icon Ed to refresh the BLF list display To edit the BLF list Select Edit BLF List on the Tools menu This dialog appears with the extensions available for monitoring on the left I Edit BLF List Find Names starting with BLF L
97. ure that the Incoming Calls display is selected visible on your console screen See page 14 for details about selecting queued calls Questions about Answering Calls Why do I sometimes hear a short burst of ringing while I m handling calls Either a new call has arrived or a call on hold has recalled As you are already handling a call the console only rings once You may turn down your volume control if you wish You can also turn off the bell completely by using the list in the Console Status area NOTE This also turns off all other bell indications except the Critical Alarm bell What does the caller hear while I m dialing the extension number Once you start to dial the caller is on Consultation Hold until you have completed dialing established communication with the called party and released the caller to the called party If music on hold is provided on your system the caller will hear music otherwise silence Can answer another call while still connected to the first No Before you can answer a new call you must transfer the current call to another destination see page 20 put it on hold see page 23 or disconnect it from the console by pressing Release Why do extension numbers appearing in the Source and Destination area sometimes have a icon in front of them When it appears next to an extension it means that the extension is designated as private Attendants see the name and number of the ext
98. vice may effect some users depending on their COS and COR For example a user might have a COR that allows external calls when the system is in Day service but not when in it is in Night service Do Not Disturb Extensions Extension users usually set and cancel Do Not Disturb DND on their own phones but you may be asked to do it for them When set DND prevents calls from ringing the extension To set up Do Not Disturb on behalf of an edension user 1 Select Set Station DND on the Program menu 2 Enter the extension number using the computer keyboard 3 Click Yes To cancel Do Not Disturb on behalf of an extension user 1 Select Cancel Station DND on the Program menu 2 Enter the extension number using the computer keyboard 3 Click Yes cancel Do Not Disturb for all edensions 1 Select Cancel All DND on the Program menu 2 Click Yes 3 Click Yes again to confirm the cancellation Questions about Do Not Disturb Why would an extension user want to use Do Not Disturb Do Not Disturb prevents most calls from ringing the extension Only recalls overrides and special trunks dialing in directly to the extension will ring it If extension users want protection from tone intrusion for instance during a data call they should use Call Privacy instead What kind of tones does another extension user or attendant get when calling an extension that has Do Not Disturb set They hear slow busy signal Anyone who i
99. viously deleted colunn Right click any column header 2 Click Select Fields on the pop up menu The Field Selection dialog box is displayed 3 Check the columns that you want to have displayed 4 Click OK Any columns that were previously hidden return to their fixed positions and default widths To resize columns Use the mouse and cursor to widen or narrow columns as required 38 Advanced Features 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 Dial the modem number Modem Call appears in status area Dial the destination data terminal number Ringing and then Connected appear in the Destination area to confirm that you are connected Listen for the high pitched modem tone Press Release to connect the caller to the modem If the number is busy or there is no answer press Cancel to return to the caller in the Source area To set up a local Associated Data Line call 1 Dial the Associated Data Line code If you hear silence continue If you hear busy tone the Associated Data Line is in use or is not ready Dial the destination data terminal number Ringing then Connected appear in Destination Listen for Connect Tone Press Release Your data line is connected T
100. your Class of Service does not allow you to override the extension 2 After the override you may press Release to disconnect the console from the call Or e press Cancel to reconnect to the call in Source and discon nect from the call in Destination To intrude on a busy trunk outside line 1 Dial Individual Trunk Access Code 2 Dial trunk number For a list of trunk numbers use the Trunk Group Status Display feature described on page 48 3 Press Override The callers hear Override Tone as long as you are connected to the call When they hang up the line is available for your use 44 Advanced Features 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 nee a page The Source and Destination areas of your screen must be clear 1 Press Pager If you have only one paging zone you will be immediately con nected to the pager Make your announcement If you have more than one paging zone After pressing Pager dial the 2 digit Paging Zone Code 01 15 or 00 for all zones Listen for a long beep Once you are connected to the paging circuit one of these messages appears on your screen Page Zone Busy someone else is accessing the paging equipment Try again later or press Override if this is allowed in e
101. zes What happens to calls if my computer stops working Usually a nearby extension will serve as a backup answering position in the event of a power failure or other problem that causes your computer to stop working Calls that normally ring the console would then ring the backup extension Can I use other applications while the 5550 IP Console is running Yes but keep in mind that having multiple applications open at the same time as the console can adversely affect its performance If possible try to limit your use of other applications to periods when call traffic is low My screen goes blank sometimes why A power saving feature built into the computer automatically reduces the screen intensity when there has been no keyboard or mouse activity for approximately two minutes After approximately five minutes the screen goes blank When you press the spacebar on the keyboard the console screen will reappear 8 Getting Started A 7 ti au Console To attach the handset cradie to the console keypad The console is designed with your comfort in mind You can make Align the tabs on the clamp adjustments to the ringer the language of text on the screen the with the slots on the bottom of angle of the keypad whether you wantto handle calls using a handset the keypad or headset and more Press to seat the tabs in the slots Console Ringer To detach the clanp fromthe keypad Te the console ringer off Dum

Mitel 5550 IP Console Telephone User Manual

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